Dear [redacted] My name is [redacted] and I am the Service Manager for Fuller Honda located at Auto Park Drive, Chula Vista, CaI have just received a copy of a Revdex.com letter that was sent to the wrong locationThe assigned complaint ID number is [redacted] The letter was addressed to [redacted] who id the General Sales Manager of our Ford store at Auto Park Drive, Chula Vista, CaI do not know why it took so long to reach me, but I assure you that the delinquency of my response is due to my never having seen the letter prior to todayWith that said, I called in immediately and was instructed by one of your representatives to respond to you and the case would be reopened and hopefully restore our rating back to a higher level.In response to the customers original complaint, the service process was as follows:1) Vehicle came in to shop on 10/07/@ 11:39am and repair order was written for malfunction indicator light on and vehicle having rough idle.2) Customer signed initial diagnosis estimate of $104.00.3) #cylinder was found to have no compression and leak down test showed it was coming from the upper end or cylinder head/valve assembly which caused engine to misfire.4) Customer was contacted 10/08/@ 5:07pm and instructed that there was a failure in the cylinder head approved a $estimate to remove valve covers and perform a more involved visual inspection before proceeding with cylinder head removal.5) Once technician completed his inspection, it was determined the cylinder heads would have to be removed and sublet to a machine shop for analysisCustomer was contacted on 10/09/@ 3:00pm and approved the tear down and cylinder head inspection estimate of $2000.00.6) The machine shop performed an in depth inspection of the cylinder heads and found that one of the castings was cracked and the head would need to be replaced.7) The estimate to replace the cylinder head casting, perform a valve job on both heads, replace all gaskets and fluids involved and technician labor time was in excess of $3500.00.8) The customer was informed of the findings and the estimateThe customer was then advised that putting rebuilt cylinder heads on an engine block with 185,miles can cause other issues like excessive oil consumption due to oil being drawn past the old oil rings into the combustion chambers and getting burned off during engine operation, so the technician had recommended that the engine block assembly be rebuilt or replaced as well.9) The service advisor talked to the customer at great length discussing the cost of engine replacement compared to the vehicles value and it was concluded that it would not be beneficial to proceed with a complete engine rebuild10) The customer inquired if there were any other options and the advisor told them we could search for a complete motor assembly from an auto wrecking yard with lower miles in good working condition and get them an estimate.11) A used engine assembly was found from a vehicle with 118,mile on itThe customer was provided with an estimate of parts and labor to install the used engine assembly and was informed that because it was used, we would insure proper operation upon completion of the job, but could not offer any warranty beyond that time.12) On 10/13/@ 12:15pm, customer authorized $to install the used engine assembly.13) The used engine installation was completed, proper engine operation was verified and test drive was performed on 10/20/The vehicle was held overnight to perform a follow up test drive and inspection in the morning.14) On 10/21/following the final test drive, visual inspection and scan tool inspection for any pending trouble codes, the vehicle was released to the customer in proper working order.I only show this customer and their vehicle here the one time for serviceThere is no other service history before or after this engine installation job and I have never been contacted by this customer regarding an issue with the repair work done here last October.I spoke with [redacted] , the advisor, and he informed me that the customer did stop by several days after the job was completed to report a check engine light was on [redacted] called one of the technicians and told him to bring the scan tool up to the drive to do a courtesy check to see what was causing the malfunction indicator light to come on [redacted] said it has been a while, but he remembers the technician hooked up the scanner and pulled a code for, he believes, an oxygen sensor malfunction [redacted] said he informed the customer that the failed component was not one of the parts of the engine assembly that was replacedHe informed the customer that the engine was running fine, but the failed component would need to be replaced in order to eliminate the concern and clear the engine lightThe customer was given an estimate and declined the repairs [redacted] reminded the customer that the engine assembly was replaced to correct the original concern of a misfire causing the rough idle and malfunction indicator light to come onAll other components surrounding the engine assembly could be original with 185,miles on them [redacted] informed the customer that the component needed at this time was not replaced here and there is no way to verify the integrity of any of the original components that came with the vehicle when it was new [redacted] said the customer left and he never heard from him again.Please let me know if you need any further information on the matter.Thank you, [redacted] Service Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] The response provided by the Service Manager, ***, is inaccurate First, I called on Monday morning (9:45am) after car was dropped off approx between 12:15am-12:40am [redacted] answered and I proceeded to explain the situation [redacted] told me he would call me back once he was able to locate the vehicle and when he called me back and confirmed that they had the vehicle and asked if I left keys somewhere I told him road side assistance told me I did not have to leave keys and I figured that there must be some universal device that Ford dealers have to access these keyless ignition/power operated cars [redacted] stated "we have your car and we cannot get in it, let alone attempt to diagnose the issue without your keys" Since, Fuller has runs to the Dayton area [redacted] said I could drop my keys off where a driver is headed to pickup parts, two locations were provided, and dropped keys off at Abra on Webster Driver would be arriving around 11: I was told over the phone that it sounded like a battery issue but, would not be looked at until they could unlock the car and jump it I was told it would be looked at as soon as the keys arrived I heard from no one the rest of that Monday, got a call Tuesday stating they did not get around to looking at my car and it wouldn't be until Wednesday that they could see what was going on At this point, I am not even sure they touched my car and that call on Tuesday leads me to believe that car sat, where it was dropped off, in an unsecured lot until Wednesday The call I received on Wednesday was in the afternoon stating I had miles of gas in my car, after jumping it for hours I work in a hospital and called around when I got off and told [redacted] was in a meeting I explained to the person who answered that I had a quarter of a tank, in my car I cannot understand how I am missing gas [redacted] did not call me until Thursday afternoon, explaining the no gas situation They wasted a whole day trying to put gas in a car that I KNOW had at least 50miles My dealership that I bought the car from explained to me that the way Fuller was handling this situation was completely wrong When I arrived to get my car I had merchandise stolen and the service statement I was never provided a receipt showing they put any gas in my car They told me originally the gas would be 5-bucks so they could drive it to see if there were any issues If there was miles of gas and they wanted to test drive it then, putting only gallons would provide almost miles of gas I would assume miles of gas is enough to test drive a vehicle Gas prices are under $per gallon so, $would have been sufficient I was provided no proof for the gas and had stuff stolen out of my vehicle I was told multiple stories and the final stating my car door was ajar That is a completely different story than the first one provided They have cameras and maybe they should thoroughly look through the footage, to help them get their story straight They are responsible for my stolen property and need to handle their business in an ethical manner I am sure the police can retrieve the video surveillance, to see exactly what happened I do not believe someone broke into my car from an ajar door the first night it was dropped off, especially when [redacted] looked at it on Monday morning and stated he located car and if no keys were given, he cannot get into it or start it I am pretty sure that would be a huge thing to mention to a customer, if you located a car and the door was left ajar And, what would be so appealing about a bedding duvet and coats? Why would the money, spare tire, and old license plate not be taken? They are lying to avoid taking responsibility I received statements from the tow company stating how the drivers left my car I am not settling for this and will not allow some inadequate dealership treat a customer like this The reimbursement is minor but, it is the principal of the matter and the right thing to do Regards, [redacted]
From: *** ***
Sent: Thursday, October 23, 10:AM
To: [email protected]
Subject: ID ***
To whom it may concern :
Responding to ** *** complaintVehicle has been returned to ** *** repaired and customer was satisfiedDelay of the repair was due to *** **
*** *** was very backed up with work and not able to get his vehicle in for diagnosis , which ** *** fully understoodRegarding the part that was not saved for ** *** it was a $*** cable that was frayed and replaced by us at no charge to the customer ( we were not made aware he wanted the old part until it was to late to dig out of trash ) For the unexpected delay on the repair we sent him a check in the amount of $ *** to pay for the daily insurance he had put on the rental vehicle
Sincerely
Dear [redacted]My name is [redacted] and I am the Service Manager for Fuller Honda located at 580 Auto Park Drive, Chula Vista, Ca. 91911. I have just received a copy of a Revdex.com letter that was sent to the wrong location. The assigned complaint ID number is [redacted]. The letter was addressed to...
[redacted] who id the General Sales Manager of our Ford store at 560 Auto Park Drive, Chula Vista, Ca. 91911. I do not know why it took so long to reach me, but I assure you that the delinquency of my response is due to my never having seen the letter prior to today. With that said, I called in immediately and was instructed by one of your representatives to respond to you and the case would be reopened and hopefully restore our rating back to a higher level.In response to the customers original complaint, the service process was as follows:1) Vehicle came in to shop on 10/07/2014 @ 11:39am and repair order was written for malfunction indicator light on and vehicle having rough idle.2) Customer signed initial diagnosis estimate of $104.00.3) #4 cylinder was found to have no compression and leak down test showed it was coming from the upper end or cylinder head/valve assembly which caused engine to misfire.4) Customer was contacted 10/08/2015 @ 5:07pm and instructed that there was a failure in the cylinder head approved a $500.00 estimate to remove valve covers and perform a more involved visual inspection before proceeding with cylinder head removal.5) Once technician completed his inspection, it was determined the cylinder heads would have to be removed and sublet to a machine shop for analysis. Customer was contacted on 10/09/2015 @ 3:00pm and approved the tear down and cylinder head inspection estimate of $2000.00.6) The machine shop performed an in depth inspection of the cylinder heads and found that one of the castings was cracked and the head would need to be replaced.7) The estimate to replace the cylinder head casting, perform a valve job on both heads, replace all gaskets and fluids involved and technician labor time was in excess of $3500.00.8) The customer was informed of the findings and the estimate. The customer was then advised that putting rebuilt cylinder heads on an engine block with 185,000 miles can cause other issues like excessive oil consumption due to oil being drawn past the old oil rings into the combustion chambers and getting burned off during normal engine operation, so the technician had recommended that the engine block assembly be rebuilt or replaced as well.9) The service advisor talked to the customer at great length discussing the cost of engine replacement compared to the vehicles value and it was concluded that it would not be beneficial to proceed with a complete engine rebuild. 10) The customer inquired if there were any other options and the advisor told them we could search for a complete motor assembly from an auto wrecking yard with lower miles in good working condition and get them an estimate.11) A used engine assembly was found from a vehicle with 118,000 mile on it. The customer was provided with an estimate of 4500.00 parts and labor to install the used engine assembly and was informed that because it was used, we would insure proper operation upon completion of the job, but could not offer any warranty beyond that time.12) On 10/13/2015 @ 12:15pm, customer authorized $4500.00 to install the used engine assembly.13) The used engine installation was completed, proper engine operation was verified and test drive was performed on 10/20/2015. The vehicle was held overnight to perform a follow up test drive and inspection in the morning.14) On 10/21/2015 following the final test drive, visual inspection and scan tool inspection for any pending trouble codes, the vehicle was released to the customer in proper working order.I only show this customer and their vehicle here the one time for service. There is no other service history before or after this engine installation job and I have never been contacted by this customer regarding an issue with the repair work done here last October.I spoke with [redacted], the advisor, and he informed me that the customer did stop by several days after the job was completed to report a check engine light was on. [redacted] called one of the technicians and told him to bring the scan tool up to the drive to do a courtesy check to see what was causing the malfunction indicator light to come on. [redacted] said it has been a while, but he remembers the technician hooked up the scanner and pulled a code for, he believes, an oxygen sensor malfunction. [redacted] said he informed the customer that the failed component was not one of the parts of the engine assembly that was replaced. He informed the customer that the engine was running fine, but the failed component would need to be replaced in order to eliminate the concern and clear the engine light. The customer was given an estimate and declined the repairs. [redacted] reminded the customer that the engine assembly was replaced to correct the original concern of a misfire causing the rough idle and malfunction indicator light to come on. All other components surrounding the engine assembly could be original with 185,000 miles on them. [redacted] informed the customer that the component needed at this time was not replaced here and there is no way to verify the integrity of any of the original components that came with the vehicle when it was new. [redacted] said the customer left and he never heard from him again.Please let me know if you need any further information on the matter.Thank you,[redacted]Service Manager
Dear [redacted] My name is [redacted] and I am the Service Manager for Fuller Honda located at Auto Park Drive, Chula Vista, CaI have just received a copy of a Revdex.com letter that was sent to the wrong locationThe assigned complaint ID number is [redacted] The letter was addressed to [redacted] who id the General Sales Manager of our Ford store at Auto Park Drive, Chula Vista, CaI do not know why it took so long to reach me, but I assure you that the delinquency of my response is due to my never having seen the letter prior to todayWith that said, I called in immediately and was instructed by one of your representatives to respond to you and the case would be reopened and hopefully restore our rating back to a higher level.In response to the customers original complaint, the service process was as follows:1) Vehicle came in to shop on 10/07/@ 11:39am and repair order was written for malfunction indicator light on and vehicle having rough idle.2) Customer signed initial diagnosis estimate of $104.00.3) #cylinder was found to have no compression and leak down test showed it was coming from the upper end or cylinder head/valve assembly which caused engine to misfire.4) Customer was contacted 10/08/@ 5:07pm and instructed that there was a failure in the cylinder head approved a $estimate to remove valve covers and perform a more involved visual inspection before proceeding with cylinder head removal.5) Once technician completed his inspection, it was determined the cylinder heads would have to be removed and sublet to a machine shop for analysisCustomer was contacted on 10/09/@ 3:00pm and approved the tear down and cylinder head inspection estimate of $2000.00.6) The machine shop performed an in depth inspection of the cylinder heads and found that one of the castings was cracked and the head would need to be replaced.7) The estimate to replace the cylinder head casting, perform a valve job on both heads, replace all gaskets and fluids involved and technician labor time was in excess of $3500.00.8) The customer was informed of the findings and the estimateThe customer was then advised that putting rebuilt cylinder heads on an engine block with 185,miles can cause other issues like excessive oil consumption due to oil being drawn past the old oil rings into the combustion chambers and getting burned off during engine operation, so the technician had recommended that the engine block assembly be rebuilt or replaced as well.9) The service advisor talked to the customer at great length discussing the cost of engine replacement compared to the vehicles value and it was concluded that it would not be beneficial to proceed with a complete engine rebuild10) The customer inquired if there were any other options and the advisor told them we could search for a complete motor assembly from an auto wrecking yard with lower miles in good working condition and get them an estimate.11) A used engine assembly was found from a vehicle with 118,mile on itThe customer was provided with an estimate of parts and labor to install the used engine assembly and was informed that because it was used, we would insure proper operation upon completion of the job, but could not offer any warranty beyond that time.12) On 10/13/@ 12:15pm, customer authorized $to install the used engine assembly.13) The used engine installation was completed, proper engine operation was verified and test drive was performed on 10/20/The vehicle was held overnight to perform a follow up test drive and inspection in the morning.14) On 10/21/following the final test drive, visual inspection and scan tool inspection for any pending trouble codes, the vehicle was released to the customer in proper working order.I only show this customer and their vehicle here the one time for serviceThere is no other service history before or after this engine installation job and I have never been contacted by this customer regarding an issue with the repair work done here last October.I spoke with [redacted] , the advisor, and he informed me that the customer did stop by several days after the job was completed to report a check engine light was on [redacted] called one of the technicians and told him to bring the scan tool up to the drive to do a courtesy check to see what was causing the malfunction indicator light to come on [redacted] said it has been a while, but he remembers the technician hooked up the scanner and pulled a code for, he believes, an oxygen sensor malfunction [redacted] said he informed the customer that the failed component was not one of the parts of the engine assembly that was replacedHe informed the customer that the engine was running fine, but the failed component would need to be replaced in order to eliminate the concern and clear the engine lightThe customer was given an estimate and declined the repairs [redacted] reminded the customer that the engine assembly was replaced to correct the original concern of a misfire causing the rough idle and malfunction indicator light to come onAll other components surrounding the engine assembly could be original with 185,miles on them [redacted] informed the customer that the component needed at this time was not replaced here and there is no way to verify the integrity of any of the original components that came with the vehicle when it was new [redacted] said the customer left and he never heard from him again.Please let me know if you need any further information on the matter.Thank you, [redacted] Service Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] The response provided by the Service Manager, ***, is inaccurate First, I called on Monday morning (9:45am) after car was dropped off approx between 12:15am-12:40am [redacted] answered and I proceeded to explain the situation [redacted] told me he would call me back once he was able to locate the vehicle and when he called me back and confirmed that they had the vehicle and asked if I left keys somewhere I told him road side assistance told me I did not have to leave keys and I figured that there must be some universal device that Ford dealers have to access these keyless ignition/power operated cars [redacted] stated "we have your car and we cannot get in it, let alone attempt to diagnose the issue without your keys" Since, Fuller has runs to the Dayton area [redacted] said I could drop my keys off where a driver is headed to pickup parts, two locations were provided, and dropped keys off at Abra on Webster Driver would be arriving around 11: I was told over the phone that it sounded like a battery issue but, would not be looked at until they could unlock the car and jump it I was told it would be looked at as soon as the keys arrived I heard from no one the rest of that Monday, got a call Tuesday stating they did not get around to looking at my car and it wouldn't be until Wednesday that they could see what was going on At this point, I am not even sure they touched my car and that call on Tuesday leads me to believe that car sat, where it was dropped off, in an unsecured lot until Wednesday The call I received on Wednesday was in the afternoon stating I had miles of gas in my car, after jumping it for hours I work in a hospital and called around when I got off and told [redacted] was in a meeting I explained to the person who answered that I had a quarter of a tank, in my car I cannot understand how I am missing gas [redacted] did not call me until Thursday afternoon, explaining the no gas situation They wasted a whole day trying to put gas in a car that I KNOW had at least 50miles My dealership that I bought the car from explained to me that the way Fuller was handling this situation was completely wrong When I arrived to get my car I had merchandise stolen and the service statement I was never provided a receipt showing they put any gas in my car They told me originally the gas would be 5-bucks so they could drive it to see if there were any issues If there was miles of gas and they wanted to test drive it then, putting only gallons would provide almost miles of gas I would assume miles of gas is enough to test drive a vehicle Gas prices are under $per gallon so, $would have been sufficient I was provided no proof for the gas and had stuff stolen out of my vehicle I was told multiple stories and the final stating my car door was ajar That is a completely different story than the first one provided They have cameras and maybe they should thoroughly look through the footage, to help them get their story straight They are responsible for my stolen property and need to handle their business in an ethical manner I am sure the police can retrieve the video surveillance, to see exactly what happened I do not believe someone broke into my car from an ajar door the first night it was dropped off, especially when [redacted] looked at it on Monday morning and stated he located car and if no keys were given, he cannot get into it or start it I am pretty sure that would be a huge thing to mention to a customer, if you located a car and the door was left ajar And, what would be so appealing about a bedding duvet and coats? Why would the money, spare tire, and old license plate not be taken? They are lying to avoid taking responsibility I received statements from the tow company stating how the drivers left my car I am not settling for this and will not allow some inadequate dealership treat a customer like this The reimbursement is minor but, it is the principal of the matter and the right thing to do Regards, [redacted]
From: *** ***
Sent: Thursday, October 23, 10:AM
To: [email protected]
Subject: ID ***
To whom it may concern :
Responding to ** *** complaintVehicle has been returned to ** *** repaired and customer was satisfiedDelay of the repair was due to *** **
*** *** was very backed up with work and not able to get his vehicle in for diagnosis , which ** *** fully understoodRegarding the part that was not saved for ** *** it was a $*** cable that was frayed and replaced by us at no charge to the customer ( we were not made aware he wanted the old part until it was to late to dig out of trash ) For the unexpected delay on the repair we sent him a check in the amount of $ *** to pay for the daily insurance he had put on the rental vehicle
Sincerely
Dear [redacted]My name is [redacted] and I am the Service Manager for Fuller Honda located at 580 Auto Park Drive, Chula Vista, Ca. 91911. I have just received a copy of a Revdex.com letter that was sent to the wrong location. The assigned complaint ID number is [redacted]. The letter was addressed to...
[redacted] who id the General Sales Manager of our Ford store at 560 Auto Park Drive, Chula Vista, Ca. 91911. I do not know why it took so long to reach me, but I assure you that the delinquency of my response is due to my never having seen the letter prior to today. With that said, I called in immediately and was instructed by one of your representatives to respond to you and the case would be reopened and hopefully restore our rating back to a higher level.In response to the customers original complaint, the service process was as follows:1) Vehicle came in to shop on 10/07/2014 @ 11:39am and repair order was written for malfunction indicator light on and vehicle having rough idle.2) Customer signed initial diagnosis estimate of $104.00.3) #4 cylinder was found to have no compression and leak down test showed it was coming from the upper end or cylinder head/valve assembly which caused engine to misfire.4) Customer was contacted 10/08/2015 @ 5:07pm and instructed that there was a failure in the cylinder head approved a $500.00 estimate to remove valve covers and perform a more involved visual inspection before proceeding with cylinder head removal.5) Once technician completed his inspection, it was determined the cylinder heads would have to be removed and sublet to a machine shop for analysis. Customer was contacted on 10/09/2015 @ 3:00pm and approved the tear down and cylinder head inspection estimate of $2000.00.6) The machine shop performed an in depth inspection of the cylinder heads and found that one of the castings was cracked and the head would need to be replaced.7) The estimate to replace the cylinder head casting, perform a valve job on both heads, replace all gaskets and fluids involved and technician labor time was in excess of $3500.00.8) The customer was informed of the findings and the estimate. The customer was then advised that putting rebuilt cylinder heads on an engine block with 185,000 miles can cause other issues like excessive oil consumption due to oil being drawn past the old oil rings into the combustion chambers and getting burned off during normal engine operation, so the technician had recommended that the engine block assembly be rebuilt or replaced as well.9) The service advisor talked to the customer at great length discussing the cost of engine replacement compared to the vehicles value and it was concluded that it would not be beneficial to proceed with a complete engine rebuild. 10) The customer inquired if there were any other options and the advisor told them we could search for a complete motor assembly from an auto wrecking yard with lower miles in good working condition and get them an estimate.11) A used engine assembly was found from a vehicle with 118,000 mile on it. The customer was provided with an estimate of 4500.00 parts and labor to install the used engine assembly and was informed that because it was used, we would insure proper operation upon completion of the job, but could not offer any warranty beyond that time.12) On 10/13/2015 @ 12:15pm, customer authorized $4500.00 to install the used engine assembly.13) The used engine installation was completed, proper engine operation was verified and test drive was performed on 10/20/2015. The vehicle was held overnight to perform a follow up test drive and inspection in the morning.14) On 10/21/2015 following the final test drive, visual inspection and scan tool inspection for any pending trouble codes, the vehicle was released to the customer in proper working order.I only show this customer and their vehicle here the one time for service. There is no other service history before or after this engine installation job and I have never been contacted by this customer regarding an issue with the repair work done here last October.I spoke with [redacted], the advisor, and he informed me that the customer did stop by several days after the job was completed to report a check engine light was on. [redacted] called one of the technicians and told him to bring the scan tool up to the drive to do a courtesy check to see what was causing the malfunction indicator light to come on. [redacted] said it has been a while, but he remembers the technician hooked up the scanner and pulled a code for, he believes, an oxygen sensor malfunction. [redacted] said he informed the customer that the failed component was not one of the parts of the engine assembly that was replaced. He informed the customer that the engine was running fine, but the failed component would need to be replaced in order to eliminate the concern and clear the engine light. The customer was given an estimate and declined the repairs. [redacted] reminded the customer that the engine assembly was replaced to correct the original concern of a misfire causing the rough idle and malfunction indicator light to come on. All other components surrounding the engine assembly could be original with 185,000 miles on them. [redacted] informed the customer that the component needed at this time was not replaced here and there is no way to verify the integrity of any of the original components that came with the vehicle when it was new. [redacted] said the customer left and he never heard from him again.Please let me know if you need any further information on the matter.Thank you,[redacted]Service Manager