I am rejecting this response because: They twice failed to diagnose a catastrophic transmission problem that led to me being dangerously stranded on the highway and incurring the cost of a new transmission There is no misunderstandingI clearly told them after picking up my vehicle the second time that the problem wasn't adressed and they left me with no options This was 5:on Friday night, I had to load my truck and get some sleep to be on the road hours laterHad they offered me a loaner vehicle that night I would have gladly left my vehicle, but they did not such thing
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Mr***- We apologize that you felt like you were misleadWe can see how the flier had confused many of our potential customersWe had no intention of deceiving anyone [redacted] is the company that supplies the advertising and we told them that we would never use the advertising mailer like this againThe flier was a one time mailing and will not happen again The prizes are free to anyone that brings the mailer inThe odds for the $2,out of 499,so unfortunately he was not the one customer, the code that he pulled and matched was the $gift card We did verify with [redacted] that the flier was approved advertisingAgain we will not use this advertisement again this is not how we want customers to feel about Green Ford Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I can understand the need to draw customers to the dealership using a game/sweepstakes ploy BUT the customer must not feel that he has already won a prize greater than the minimum prize offeredI have received hundreds of this type of mailing in my life and I was always able to see the "catch"This one led me to believe that I had won $Probably the similarity to a lotto ticket contributed to the misinterpretation....I matched numbers, therefore I should win the prize listed Apology accepted with the hope that future "games" are more closely scrutinized before being authorized for mailing to your customers [redacted] ***
Customer came in for a diagnosis on the A/C inoperativeOur diagnosis was that the vehicle, Lincoln LS, needed a radiatorThe customer wanted to bring parts in from [redacted] We told him we would not install the parts due to liability issues and safety We put the car back together for the customer to pick the vehicle up The next morning when he showed up the check engine light was onIt was a mass air flow sensor, we replaced the mass air flow sensor, as a good will gesture for the customer at no cost The airbox being broken, the customer told us that he didn't know who broke the airbox housing but he was just going to blame us even though it was broken prior to coming to the dealershipThe parts are discontinued so the airbox clip can not be repaired as the parts are discontinued due to age of the vehicleIt does not cost $that was what the customer just felt he wanted for the parts being discontinued Again we fixed the check engine light at NO cost to the customer and we did not fix the airbox as he told the technician he was just going to blame us even though it was broken prior to coming to the dealership
Initial Business Response /* (1000, 5, 2015/10/22) */
Mr*** bought a Ford Ranger from Green FordThe vehicle was traded in with a Rhino liner already in the vehicleWe did not see that the vehicle had rust UNDER the bed linerMr*** request a new bed on the truckHowever, as
I know Mr*** will agree, there is not a Ranger bed out there that is in as good of condition as the truck he hasI know that sounds silly as he says it has a rust hole in the bottom of the bed but there is not another spot of rust on the vehicle otherwiseSo our body shop agreed to put a new floor on the bed of the truckWe gave Mr*** a price and told him we would split the repairs with him as he agreed the only reason he knew it was there was he put something in the bed of the truck and it felt as there was a soft spot in the bedHe had to climb underneath the vehicle with a flashlight outside to see it, so it could have been missed insideWe left the option to him of the new floor in the truck or we were happy to take the truck back on trade*** in our body shop has not heard from Mr*** on his decisionAgain we are happy to help and replace the floor of the bed splitting the cost or take the truck in on trade
Initial Consumer Rebuttal /* (3000, 7, 2015/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Green Ford and I have agreed to replace the box instead of the previous optionI will pay out of my pocket and Green Ford will pick up the rest of the costGreen Ford is in the process of getting the boxI am to contact them on November 4th to see if the box has come in.That is where I am at right nowI have nothing else more to say at this timeThe process is going to take more than the ten days that you have described in your return letter.Please allow me to see the finished repairs before I can give a proper response.I am not sure when the truck will be repaired, I will know more after November 4th
Final Consumer Response /* (2000, 8, 2015/11/02) */
Initial Business Response /* (1000, 5, 2015/09/17) */
Mrs***-
We apologize that you felt like you were misleadWe can see how the flier had confused many of our potential customersWe had no intention of deceiving anyoneRush Hour Events is the company that supplies the advertising and
we told them that we would never use the advertising mailer like this againAfter you spoke with *** the Rush Hour manager he didn't change the way the phone was answered to be sure the message was clear to the customers about the codes and the match was not a dollar amount but a code on the flier for one of the prizes
We also verified with Rush Hour Events that the flier was approved advertisingAgain we will not use this advertisement again this is not how we want customers to feel about Green Ford
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** *** did bring his vehicle to us on 2/9/with a complaint of “there is a hesitation while taking off and service light for trans fault”If you look at the copy of repair order number there was no mention of a noiseThe vehicle, a F-150, had miles on it
when it came in. *** *** signed the repair order before any repairs were performedWe did indeed replace a harness for the fault codes stored and Billed *** $ On 2/27/*** returned to Green Ford with a complaint of an engine noiseHis truck had miles on it at the time He stated another shop informed him the vehicle needed a timing chainUpon our diagnosis, we determined the vehicle was not in need if a timing chain, but in fact had a cracked exhaust manifold (see enclosed photo)*** insisted he had brought it in for a noise a few weeks earlier, even though he signed the repair order (see enclosed photo) before work started and there was no documentation of a noiseAs a goodwill gesture, only, we extended him a 10% discount on the repair in the amount of $*** authorized replacing the exhaust manifold for a total of $He returned after paying his bill stating it had the exact same noiseWill explained all the technicians had gone home for the evening, and offered the keep the vehicle at Green Ford to look at in the morningMr*** stated he could not and chose to take his vehicle as he had to go to Kankakee in the morning On 3/6/*** called stating his vehicle had broken down over the weekendWe arranged towing the vehicle to our shopWe spent time diagnosing the transmission, and the shop manual lead us to removing the transmission panThere was metal in the pan indication internal transmission failureAs a goodwill only gesture we offered to apply the cost of the wiring harness replacement $499.13, even though the failure codes were not related to the wiring harness, against the cost of the transmission repair After personally reviewing the repairs we previously performed, inspecting the exhaust manifold we replaced, and inspecting the metal in the transmission pan I find no fault in our workmanshipAt this point we also have paid for towing the vehicle to our shop, providing a courteous rental car to ***, and paying a technician to diagnose the transmission, we will offer no farther assistance to *** ***. *** ***Fixed Operations DirectorGreen Ford Peoria
Initial Business Response /* (1000, 5, 2015/09/17) */
Mr. [redacted]-
We apologize that you felt like you were mislead. We can see how the flier had confused many of our potential customers. We had no intention of deceiving anyone. [redacted] is the company that supplies the advertising and we...
told them that we would never use the advertising mailer like this again. The flier was a one time mailing and will not happen again.
The prizes are free to anyone that brings the mailer in. The odds for the $2,500 1 out of 499,999 so unfortunately he was not the one customer, the code that he pulled and matched was the $5 gift card.
We did verify with [redacted] that the flier was approved advertising. Again we will not use this advertisement again this is not how we want customers to feel about Green Ford.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I can understand the need to draw customers to the dealership using a game/sweepstakes ploy BUT the customer must not feel that he has already won a prize greater than the minimum prize offered. I have received hundreds of this type of mailing in my life and I was always able to see the "catch". This one led me to believe that I had won $2500. Probably the similarity to a lotto ticket contributed to the misinterpretation....I matched 2 numbers, therefore I should win the prize listed.
Apology accepted with the hope that future "games" are more closely scrutinized before being authorized for mailing to your customers.
[redacted]
I am rejecting this response because:They said they where going to fix the airbox but when they found out how much it cost they refused to. You're right I don't know when the air box is broken but they are the only ones you've ever worked on my car. My point is they said they were going to fix it but when they found out I was going to cost $500 they refused. When I talk to the service manager his response to me was prove that we broke it. You're right I can't prove it but in the course of getting service done there they broke my door handle , they scratched my engine cover, they lost the engine cover bolts and broke my mass airflow sensor. There has been a precedent.
Initial Business Response /* (1000, 5, 2016/09/22) */
We spoke with the customer and have resolved the issue. A new rim is being sent to the customer.
Initial Consumer Rebuttal /* (2000, 10, 2016/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just would...
like to say THANK YOU to [redacted] for the quick response on solving this matter! Also thank you Revdex.com for getting this resolved.
Initial Business Response /* (1000, 6, 2016/09/16) */
We are unaware of any repairs the customer had repaired at RR Automotive in Bloomington. What repairs are you referring to?
Initial Consumer Rebuttal /* (3000, 8, 2016/09/20) */
(The consumer indicated he/she DID NOT accept the response from...
the business.)
They gave no response except for "we are unaware of any repair completed at RR Automotive in Bloomington." I've attached the billing statement from RR for the repair to the AC line that I believe that Green Ford damaged. In addition, I've uploaded the billing statement from Dennison Ford that completed an overall check of the system/vehicle in may after we purchased it. They show that the batteries were fine. Green Ford changed the batteries out in an attempt to get the vehicle to run but found out later in the day that another part prevented the vehicle from starting, thus charging us for both the part that actually needed to be replaced and the batteries.
Final Business Response /* (1000, 12, 2016/10/05) */
As the Director over Service, Parts, and Body shop for Green Ford, I apologize to Mr [redacted] for the perceived bad experience with our store. As far as repairs and insurance authorizations it is common practice in the collision industry to have supplements to original repairs.
As for the condition of a 2004 ambulance with 115,000 miles, and at what given time a battery or fuel pump can fail? [redacted] and I did show Mr [redacted] what had failed on the air conditioner and offered assistance for the repair. As a good will gesture of Green Ford I am willing to reimburse Mr [redacted] $300 for his inconvenience.
Thanks,
[redacted] Ford Peoria ::
Final Consumer Response /* (3000, 20, 2016/10/12) */
From: Normal Gadgets
Sent: Wednesday, October 12, XXXX X:XX AM
To: Revdex.com
Subject: Re: Complaint # XXXXXXXX
Bonnie,
I've attached paperwork that we've received. The details are pretty eary to follow. The vehicle hit a deer that caused massive damage to the front of the ambulance. The "fixed" the entire front damage including moving and repairing the AC. Then a week later there were issues that the Ac still was not working right and they again worked on the AC to get it to work, moving the pipes to install the equipment necessary. And again a week later the AC was not working. They pointed out leaks on the pipe that they had moved. They acknowledged that they had moved these pipes during repair procedures. We were charge several times for their repair of the AC unit still without it being fixed. So we took the ambulance to RR in Bloomington where they saw the issue, took the pipe off, welded it shut and placed it back on and the AC works. It still does. My stance is that they stated falsely that they fixed the AC, charging us several times for that repair, moved the pipes and damaged them to inflict the holes, leaks in the pipe. I've had to pay an additional $525 over the 2/3 charges just for the AC repair that Green Ford stated they that repaired and did not. It was never working for more than 1 day after they repaired and charged me. Another repair shop had to fix what they broke. The added cost to fix it was $525, not $300. $300 is not adequate for the amount of time and frustration that I incurred with taking the ambulance back week after week to get them to fix something that they said was fixed and was not. I have filed a complaint with the Illinois Attorney Generals Office last week and have submitted my paperwork to them. If Green Ford reimburses me for the costs I've paid to RR for the $525, not the $300, I will consider this closed.
[redacted]
Initial Business Response /* (1000, 5, 2015/08/24) */
We are currently trying to contact the customer about the situation. We have been in communication via email but have not had a chance to speak over the phone. The gauge package that is not on the vehicle is a factory installed part that was...
missed on the order. We are in contact with Ford Racing to get the part as soon as it is available. There are a couple of aftermarket gauges but they are not what the customer wants in the vehicle. We will have the part installed for the customer as soon as it is available.
I am rejecting this response because:
They twice failed to diagnose a catastrophic transmission problem that led to me being dangerously stranded on the highway and incurring the cost of a new transmission. There is no misunderstanding. I clearly told them after picking up my vehicle the second time that the problem wasn't adressed and they left me with no options. This was 5:30 on Friday night, I had to load my truck and get some sleep to be on the road 12 hours later. Had they offered me a loaner vehicle that night I would have gladly left my vehicle, but they did not such thing.
Customer came in for a diagnosis on the A/C inoperative. Our diagnosis was that the vehicle, 2004 Lincoln LS, needed a radiator. The customer wanted to bring parts in from [redacted]. We told him we would not install the parts due to liability issues and safety. We put the car back...
together for the customer to pick the vehicle up. The next morning when he showed up the check engine light was on. It was a mass air flow sensor, we replaced the mass air flow sensor, as a good will gesture for the customer at no cost. The airbox being broken, the customer told us that he didn't know who broke the airbox housing but he was just going to blame us even though it was broken prior to coming to the dealership. The parts are discontinued so the airbox clip can not be repaired as the parts are discontinued due to age of the vehicle. It does not cost $500 that was what the customer just felt he wanted for the parts being discontinued. Again we fixed the check engine light at NO cost to the customer and we did not fix the airbox as he told the technician he was just going to blame us even though it was broken prior to coming to the dealership.
I am rejecting this response because: They twice failed to diagnose a catastrophic transmission problem that led to me being dangerously stranded on the highway and incurring the cost of a new transmission There is no misunderstandingI clearly told them after picking up my vehicle the second time that the problem wasn't adressed and they left me with no options This was 5:on Friday night, I had to load my truck and get some sleep to be on the road hours laterHad they offered me a loaner vehicle that night I would have gladly left my vehicle, but they did not such thing
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Mr***- We apologize that you felt like you were misleadWe can see how the flier had confused many of our potential customersWe had no intention of deceiving anyone [redacted] is the company that supplies the advertising and we told them that we would never use the advertising mailer like this againThe flier was a one time mailing and will not happen again The prizes are free to anyone that brings the mailer inThe odds for the $2,out of 499,so unfortunately he was not the one customer, the code that he pulled and matched was the $gift card We did verify with [redacted] that the flier was approved advertisingAgain we will not use this advertisement again this is not how we want customers to feel about Green Ford Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I can understand the need to draw customers to the dealership using a game/sweepstakes ploy BUT the customer must not feel that he has already won a prize greater than the minimum prize offeredI have received hundreds of this type of mailing in my life and I was always able to see the "catch"This one led me to believe that I had won $Probably the similarity to a lotto ticket contributed to the misinterpretation....I matched numbers, therefore I should win the prize listed Apology accepted with the hope that future "games" are more closely scrutinized before being authorized for mailing to your customers [redacted] ***
Customer came in for a diagnosis on the A/C inoperativeOur diagnosis was that the vehicle, Lincoln LS, needed a radiatorThe customer wanted to bring parts in from [redacted] We told him we would not install the parts due to liability issues and safety We put the car back together for the customer to pick the vehicle up The next morning when he showed up the check engine light was onIt was a mass air flow sensor, we replaced the mass air flow sensor, as a good will gesture for the customer at no cost The airbox being broken, the customer told us that he didn't know who broke the airbox housing but he was just going to blame us even though it was broken prior to coming to the dealershipThe parts are discontinued so the airbox clip can not be repaired as the parts are discontinued due to age of the vehicleIt does not cost $that was what the customer just felt he wanted for the parts being discontinued Again we fixed the check engine light at NO cost to the customer and we did not fix the airbox as he told the technician he was just going to blame us even though it was broken prior to coming to the dealership
Initial Business Response /* (1000, 5, 2015/10/22) */
Mr*** bought a Ford Ranger from Green FordThe vehicle was traded in with a Rhino liner already in the vehicleWe did not see that the vehicle had rust UNDER the bed linerMr*** request a new bed on the truckHowever, as
I know Mr*** will agree, there is not a Ranger bed out there that is in as good of condition as the truck he hasI know that sounds silly as he says it has a rust hole in the bottom of the bed but there is not another spot of rust on the vehicle otherwiseSo our body shop agreed to put a new floor on the bed of the truckWe gave Mr*** a price and told him we would split the repairs with him as he agreed the only reason he knew it was there was he put something in the bed of the truck and it felt as there was a soft spot in the bedHe had to climb underneath the vehicle with a flashlight outside to see it, so it could have been missed insideWe left the option to him of the new floor in the truck or we were happy to take the truck back on trade*** in our body shop has not heard from Mr*** on his decisionAgain we are happy to help and replace the floor of the bed splitting the cost or take the truck in on trade
Initial Consumer Rebuttal /* (3000, 7, 2015/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Green Ford and I have agreed to replace the box instead of the previous optionI will pay out of my pocket and Green Ford will pick up the rest of the costGreen Ford is in the process of getting the boxI am to contact them on November 4th to see if the box has come in.That is where I am at right nowI have nothing else more to say at this timeThe process is going to take more than the ten days that you have described in your return letter.Please allow me to see the finished repairs before I can give a proper response.I am not sure when the truck will be repaired, I will know more after November 4th
Final Consumer Response /* (2000, 8, 2015/11/02) */
Initial Business Response /* (1000, 5, 2015/09/17) */
Mrs***-
We apologize that you felt like you were misleadWe can see how the flier had confused many of our potential customersWe had no intention of deceiving anyoneRush Hour Events is the company that supplies the advertising and
we told them that we would never use the advertising mailer like this againAfter you spoke with *** the Rush Hour manager he didn't change the way the phone was answered to be sure the message was clear to the customers about the codes and the match was not a dollar amount but a code on the flier for one of the prizes
We also verified with Rush Hour Events that the flier was approved advertisingAgain we will not use this advertisement again this is not how we want customers to feel about Green Ford
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** *** did bring his vehicle to us on 2/9/with a complaint of “there is a hesitation while taking off and service light for trans fault”If you look at the copy of repair order number there was no mention of a noiseThe vehicle, a F-150, had miles on it
when it came in. *** *** signed the repair order before any repairs were performedWe did indeed replace a harness for the fault codes stored and Billed *** $ On 2/27/*** returned to Green Ford with a complaint of an engine noiseHis truck had miles on it at the time He stated another shop informed him the vehicle needed a timing chainUpon our diagnosis, we determined the vehicle was not in need if a timing chain, but in fact had a cracked exhaust manifold (see enclosed photo)*** insisted he had brought it in for a noise a few weeks earlier, even though he signed the repair order (see enclosed photo) before work started and there was no documentation of a noiseAs a goodwill gesture, only, we extended him a 10% discount on the repair in the amount of $*** authorized replacing the exhaust manifold for a total of $He returned after paying his bill stating it had the exact same noiseWill explained all the technicians had gone home for the evening, and offered the keep the vehicle at Green Ford to look at in the morningMr*** stated he could not and chose to take his vehicle as he had to go to Kankakee in the morning On 3/6/*** called stating his vehicle had broken down over the weekendWe arranged towing the vehicle to our shopWe spent time diagnosing the transmission, and the shop manual lead us to removing the transmission panThere was metal in the pan indication internal transmission failureAs a goodwill only gesture we offered to apply the cost of the wiring harness replacement $499.13, even though the failure codes were not related to the wiring harness, against the cost of the transmission repair After personally reviewing the repairs we previously performed, inspecting the exhaust manifold we replaced, and inspecting the metal in the transmission pan I find no fault in our workmanshipAt this point we also have paid for towing the vehicle to our shop, providing a courteous rental car to ***, and paying a technician to diagnose the transmission, we will offer no farther assistance to *** ***. *** ***Fixed Operations DirectorGreen Ford Peoria
Initial Business Response /* (1000, 5, 2015/09/17) */
Mr. [redacted]-
We apologize that you felt like you were mislead. We can see how the flier had confused many of our potential customers. We had no intention of deceiving anyone. [redacted] is the company that supplies the advertising and we...
told them that we would never use the advertising mailer like this again. The flier was a one time mailing and will not happen again.
The prizes are free to anyone that brings the mailer in. The odds for the $2,500 1 out of 499,999 so unfortunately he was not the one customer, the code that he pulled and matched was the $5 gift card.
We did verify with [redacted] that the flier was approved advertising. Again we will not use this advertisement again this is not how we want customers to feel about Green Ford.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I can understand the need to draw customers to the dealership using a game/sweepstakes ploy BUT the customer must not feel that he has already won a prize greater than the minimum prize offered. I have received hundreds of this type of mailing in my life and I was always able to see the "catch". This one led me to believe that I had won $2500. Probably the similarity to a lotto ticket contributed to the misinterpretation....I matched 2 numbers, therefore I should win the prize listed.
Apology accepted with the hope that future "games" are more closely scrutinized before being authorized for mailing to your customers.
[redacted]
I am rejecting this response because:They said they where going to fix the airbox but when they found out how much it cost they refused to. You're right I don't know when the air box is broken but they are the only ones you've ever worked on my car. My point is they said they were going to fix it but when they found out I was going to cost $500 they refused. When I talk to the service manager his response to me was prove that we broke it. You're right I can't prove it but in the course of getting service done there they broke my door handle , they scratched my engine cover, they lost the engine cover bolts and broke my mass airflow sensor. There has been a precedent.
Initial Business Response /* (1000, 5, 2016/09/22) */
We spoke with the customer and have resolved the issue. A new rim is being sent to the customer.
Initial Consumer Rebuttal /* (2000, 10, 2016/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just would...
like to say THANK YOU to [redacted] for the quick response on solving this matter! Also thank you Revdex.com for getting this resolved.
Initial Business Response /* (1000, 6, 2016/09/16) */
We are unaware of any repairs the customer had repaired at RR Automotive in Bloomington. What repairs are you referring to?
Initial Consumer Rebuttal /* (3000, 8, 2016/09/20) */
(The consumer indicated he/she DID NOT accept the response from...
the business.)
They gave no response except for "we are unaware of any repair completed at RR Automotive in Bloomington." I've attached the billing statement from RR for the repair to the AC line that I believe that Green Ford damaged. In addition, I've uploaded the billing statement from Dennison Ford that completed an overall check of the system/vehicle in may after we purchased it. They show that the batteries were fine. Green Ford changed the batteries out in an attempt to get the vehicle to run but found out later in the day that another part prevented the vehicle from starting, thus charging us for both the part that actually needed to be replaced and the batteries.
Final Business Response /* (1000, 12, 2016/10/05) */
As the Director over Service, Parts, and Body shop for Green Ford, I apologize to Mr [redacted] for the perceived bad experience with our store. As far as repairs and insurance authorizations it is common practice in the collision industry to have supplements to original repairs.
As for the condition of a 2004 ambulance with 115,000 miles, and at what given time a battery or fuel pump can fail? [redacted] and I did show Mr [redacted] what had failed on the air conditioner and offered assistance for the repair. As a good will gesture of Green Ford I am willing to reimburse Mr [redacted] $300 for his inconvenience.
Thanks,
[redacted] Ford Peoria ::
Final Consumer Response /* (3000, 20, 2016/10/12) */
From: Normal Gadgets
Sent: Wednesday, October 12, XXXX X:XX AM
To: Revdex.com
Subject: Re: Complaint # XXXXXXXX
Bonnie,
I've attached paperwork that we've received. The details are pretty eary to follow. The vehicle hit a deer that caused massive damage to the front of the ambulance. The "fixed" the entire front damage including moving and repairing the AC. Then a week later there were issues that the Ac still was not working right and they again worked on the AC to get it to work, moving the pipes to install the equipment necessary. And again a week later the AC was not working. They pointed out leaks on the pipe that they had moved. They acknowledged that they had moved these pipes during repair procedures. We were charge several times for their repair of the AC unit still without it being fixed. So we took the ambulance to RR in Bloomington where they saw the issue, took the pipe off, welded it shut and placed it back on and the AC works. It still does. My stance is that they stated falsely that they fixed the AC, charging us several times for that repair, moved the pipes and damaged them to inflict the holes, leaks in the pipe. I've had to pay an additional $525 over the 2/3 charges just for the AC repair that Green Ford stated they that repaired and did not. It was never working for more than 1 day after they repaired and charged me. Another repair shop had to fix what they broke. The added cost to fix it was $525, not $300. $300 is not adequate for the amount of time and frustration that I incurred with taking the ambulance back week after week to get them to fix something that they said was fixed and was not. I have filed a complaint with the Illinois Attorney Generals Office last week and have submitted my paperwork to them. If Green Ford reimburses me for the costs I've paid to RR for the $525, not the $300, I will consider this closed.
[redacted]
Initial Business Response /* (1000, 5, 2015/08/24) */
We are currently trying to contact the customer about the situation. We have been in communication via email but have not had a chance to speak over the phone. The gauge package that is not on the vehicle is a factory installed part that was...
missed on the order. We are in contact with Ford Racing to get the part as soon as it is available. There are a couple of aftermarket gauges but they are not what the customer wants in the vehicle. We will have the part installed for the customer as soon as it is available.
I am rejecting this response because:
They twice failed to diagnose a catastrophic transmission problem that led to me being dangerously stranded on the highway and incurring the cost of a new transmission. There is no misunderstanding. I clearly told them after picking up my vehicle the second time that the problem wasn't adressed and they left me with no options. This was 5:30 on Friday night, I had to load my truck and get some sleep to be on the road 12 hours later. Had they offered me a loaner vehicle that night I would have gladly left my vehicle, but they did not such thing.
Customer came in for a diagnosis on the A/C inoperative. Our diagnosis was that the vehicle, 2004 Lincoln LS, needed a radiator. The customer wanted to bring parts in from [redacted]. We told him we would not install the parts due to liability issues and safety. We put the car back...
together for the customer to pick the vehicle up. The next morning when he showed up the check engine light was on. It was a mass air flow sensor, we replaced the mass air flow sensor, as a good will gesture for the customer at no cost. The airbox being broken, the customer told us that he didn't know who broke the airbox housing but he was just going to blame us even though it was broken prior to coming to the dealership. The parts are discontinued so the airbox clip can not be repaired as the parts are discontinued due to age of the vehicle. It does not cost $500 that was what the customer just felt he wanted for the parts being discontinued. Again we fixed the check engine light at NO cost to the customer and we did not fix the airbox as he told the technician he was just going to blame us even though it was broken prior to coming to the dealership.