Global Compliance Services

In response to this complaint here is a timeline of events and our opinion on this complaint.In October of this customer brought here *** in for a series of repairs. Once we diagnosed the issues and called the customer with a quotation the customer responded that she couldn't afford
the quote as it was presented to her. One of the bigger ticketed items was the repair of the steering column that is in question with this complaintWhen she asked us for options to reduce the price of the quote we presented her with an option for us to purchase and install a used steering column as opposed to a new one which would obviously save her some money. She gave us permission to go ahead with the used steering column and the rest of the repairs that we performed. We also reduced the rest of the original work order *** ** *** *** *** *** *** *** *** *** *** *** ** *** ** *** *** *** *** *** ** *** *** ** ***. The next issue to arise on our end, was once the work was complete, she couldn't afford to pay any of the bill. Hence now we repaired the truck and it sat on our dealership lot for almost months before the customer came to pay the original bill and take possession of their vehicle. For these months, we waived our storage fees as well we didn't charge her the nominal interest charges for not paying a bill within days. If the customer had picked up their vehicle when it was ready and if she had noticed that there was a issue with the steering, we could have looked at it and dealt with the company who provided us the part as they have a day policy on used parts. I believe from the complaint this customer feels that used parts should have the same warranties as new parts, however that is not the case as most people would agree that is why a used part is substantially cheaper than a new part, hence also a limited warrantyThis leads us to Sept 2017, she brought the vehicle back almost months after the original repair took place with the complaint that is mentioned. We diagnosed the issue as mentioned and quoted her a repair of about $to replace some bearings. The customer was upset and the service manager looked at the issue and based on previous experience with the customer and the fact that we had to wait months for payment we offered a resolution of DK Ford paying for the labor of about$and the customer to pay the parts of about $150. The customer agreed and we completed the repair and took the loss on the labor.In the end DK Ford did the following for this customer:We offered her a solution to her issue which was a financial challenge to repair her vehicle by offering a used part vsa new one.We reduced the original bill by reducing our rates.We stored her vehicle for months without charging her our $per month storage fee.We waived the monthly % charges on her bill for not paying us for month, even though we had to pay for the parts and the labor.We payed almost 75% of her last bill in Sept 2017. We feel that we did everything we possibly could to help someone and unfortunately it has led to a Revdex.com complaint, so lesson for us. If you have any questions, please feel free to contact me! Jerry M***General Manager