Fort Worth Shaver & Appliance

Metro ford certainly did not attempt to Insinuate that the customer did not have the money to afford repairsWe are not stating that the customer was unable to payHe is correct we had no idea of his financial situationWhat we were stating is that higher mileage vehicles that have not had the proper maintenance thru there life time can have multiple issues once they reach a certain pointThe technician informed us that he had several conversations with the customer during which he spoke about the coolant causing coil issuesAs a repair facility we understand the customers time and inconvenience of coming back for what appears to be the same issueBut we also know that we did not cause the heater hose to leak (they are know for leaking) we did not cause the coils to go bad we simply repaired them in the order at which they became a cause of them problemWe did the second repair at our cost because the customer was upset and we did the third repair at no chargeWe paid for the parts and laborSo at this ttime while we understand the customer is not happy with our efforts to resolve we will not be refunding the customer for the work that was performed originally That work was needed and was performed correctly

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:In response to the first visit, Yes, I did decline the Tune as written on the InvoiceHowever, I was not notified about the coolant leaking and causing it to leak onto the coilsI was not advised until they called me that it needed to be repairedIf I was aware of the coolant leaking, and I apparently "DECLINED" the service, shouldn't that all be on the invoices just as I declined the Tune on my first visit? I have all the copies of the invoices and not one of them is in regards for the need of the coolant to be fixed or being the issueMoney is not an issue either, I just want to make sure my money is being used honestlyPlease do not assume my financial situation because it is none of your businessIf I couldn't afford the service, I wouldn't have brought my vehicle in to the dealer in the first placeIt was a very frustrating process for me, and I feel it was unfair that I had to return to the dealer timesAs if I don't have a life
Regards,
*** ***

Metro Ford has responded to this complaint during the last service visitThe first visit in we diagnosed the issue as being low / weak spark repairs were declinedWe also advised through our service technician and service advisors conversations with the customer that he had a coolant
leak that would eventually take out the coil packsWe suggested that he start with a tune up and new plugsThe customer returned for the tune up which was extremely necessarythe plugs were the original spark plugs and had seized themselves to the cylinder headWe again advised that there was a coolant leak and the coolant leak was declinedAfter the original repair the car did have to come back in for two of the new plugs to be replaced, that was done at no additional charge to the customerthe two plugs we damaged due to the porcelain form the original plug that were cracked and broken being inside the cylinders and upon driving the old porcelain came up and hit the bottom of the new plugswhen the porcelain breaks and falls down inside the cylinder there is no way to retrieve it without tearing the engine apart, and the worst thing that can happen is it can damage the new plug which it did and we replace themThe vehicle came back again and had a miss fire due to the heater hoses leaking coolant on the coilsThe customer was not happy that he was back and the service department explained that the coolant leak caused the concernWe discounted the repair and only replaced the coils that were for sure damaged by the coolant leakThe customer paid for those repairs but did so at our costWhen coils go bad they usually all go bad but we were attempting to assist the customer at a minimal costUnfortunately the other coils were also weak and he brought it back againDuring this visit we replaced the remaining coils and did not charge any labor or partsThe customer has not had any other issues since the coils were replacedIt is our impression that the customer had not owned the vehicle for very long and the previous owner had not maintained it very wellTHe issues that were addressed were all necessary and the attempt was made to inform about the coolant leak and the possibilities for other issue from the startWe know it can be frustrating when you have multiple issues on a higher mileage car and we were attempting to help the customerIn the long run we can only advise what we see and repair what is authorizedOur belief at this time is that we went above what any other repair shop would do to assist the customer in the advice and repair cost if there are any other concerns with the parts that we installed they do carry a year unlimited mile warranty

Metro ford certainly did not attempt to Insinuate that the customer did not have the money to afford repairs. We are not stating that the customer was unable to pay. He is correct we had no idea of his financial situation. What we were stating is that higher mileage vehicles that have not had the proper maintenance thru there life time can have multiple issues once they reach a certain point. The technician informed us that he had several conversations with the customer during which he spoke about the coolant causing coil issues. As a repair facility we understand the customers time and inconvenience of coming back for what appears to be the same issue. But we also know that we did not cause the heater hose to leak (they are know for leaking) we did not cause the coils to go bad we simply repaired them in the order at which they became a cause of them problem. We did the second repair at our cost because the customer was upset and we did the third repair at no charge. We paid for the parts and labor. So at this ttime while we understand the customer is not happy with our efforts to resolve we will not be refunding the customer for the work that was performed originally.  That work was needed and was performed correctly.

To Revdex.com Mrs. [redacted] has been refunded the original 200.00 deposit. She brought in her debit card and the refund was put back into her account.  [redacted]