Complaint: [redacted] I am rejecting this response because: [redacted] [redacted] Ms***,I am writing to you to clarify the response you received from Mary E [redacted] of Orchid Isle Auto Center regarding the [redacted] transmission replacementFirst, I would like to reiterate the dates pertaining to when the car was purchased to the ongoing problems with this vehicle:April 17, - [redacted] purchased by [redacted] & myself, [redacted] from Orchid Isle Auto Center through salesman Chad R***.June 15, - Car making a "loud, weird sound" and the transmission (automatic) wasn't shifting so I met my daughter, [redacted] at Orchid Isle's service center and with their mechanic, we drove it around the block and the mechanic related to me that the problem was with the shifting and the sound was the transmission The car had to remain there as it was deemed "undriveable."I inquired about a loaner and was told that I would have to pick up a rental car from Enterprise, charge it on my credit card and they would reimburse me.June 23, - I called Orchid Isle and spoke to someone (unfortunately I did not get his name not thinking I would have all these problems) and was told that they had ordered a new transmission and as soon as it arrives, they would install it and contact me.July 20, - Left a message for an update on vehicle.July 21, - I called our sales rep, Chad R [redacted] (best sales rep by the way) and told him I left a message with the service department for an update on the car and never received a call back He said he would contact them and have them call meWithin a half hour, I received a call from, I believe it was Amber (a female anyway) and was informed that "they had taken the transmission apart to determine whether they were going to rebuild it or replace it." She said she would check the status and get back to me She called me back within a few minutes and said they were ordering for a new transmission that day and would call us when it was done.July 31, - We received a call from the service center telling us the car was finished and ready for pickupI would like to note that it was WELL OVER A MONTH for them to determine the transmission needed to be replaced and ONLY TEN DAYS for them to get the new transmission in and place it in the car.Ongoing problems:When I received the call that the car was finished, I called [redacted] and we met at the service center The car was under a hanger area, so I drove it out to the frontThere was a plastic covering the seat and when [redacted] removed the plastic she called to me saying, "dad, look at this seat!" The seat had grimy, oily stains on the top and bottom of seat.I called the girl sitting at the front desk of the service area over (a Hawn looking girl, slightly on the heavyset side) and she came over and looked at the seat She tried to wipe it but the stains would not come out.She told us she would contact [redacted] to make an appointment and they would bill Orchid Isle.August 3, - I met [redacted] at [redacted] and spoke to them about what had happened, in which they cleaned it while [redacted] waited for the car [redacted] contacted me after the seat was "cleaned" to let me know that they could not get all the stains out.August 6, - My wife, ***, contacted Mary at the Service Department and told her about the damage to the seat She told her she would investigate it and get back to her the next day.My wife also told Mary that we charged the rental car bill ($1,470) on our credit card and wanted to make sure we would get the payment for it before the due date (Sept1st) so as not to accrue interest charges She told my wife that it would depend on when [redacted] Motor Company sent them the check for the repairs/loaner that they would then send us a check for the rental.August 10, - Myself, my wife, [redacted] and [redacted] took the car to Orchid Isle to meet with Mary as she wanted to see the seat and take pictures.Right off the bat, she tells us that we need to understand that wear and tear will happen over time and that they did have a plastic covering the seat.My wife, [redacted] told Mary, "yes, we do understand about wear and tear" but when the car was purchased in April, the seats were in pristine condition but when it came out of your shop, it was notAnd wear and tear should be done by [redacted] , not your people...that's not 'wear and tear.' It looks like they put the plastic on AFTER they soiled the seat."Mary told us she would check with the manager and get back to us the next day (Tuesday), Wednesday at the latest.August 14, - After not hearing back from Mary, Tuesday, Wednesday or even Thursday, my wife called Mary on Friday and left a message for her to call.She called my wife back in the afternoon and said she spoke with MrHanley (I assume the manager) and again, she reiterated about "wear and tear" of the seat but as "a courtesy to us for good customer relations" they would replace the bottom leather cover of the seat and as soon as it came in they would give us a call." So I asked her, "so you aren't going to replace the top part of the seat." She said no So I told her that I would speak to my husband to see if we would be filing another complaint She said, "that's fine."To date (August 30th), we have not receive a call from Orchid Isle regarding the arrival/appointment for the replacement of the seat cover.Some things to consider:1) I consider myself (as do many others, including the sales rep Chad R [redacted] who can testify to this having known me for over years), to be a meticulous man as is [redacted] , especially when it comes to my vehicles Prior to buying this vehicle, I had looked at many cars from different dealerships and the first thing I check is the inside of a vehicleIf there are stains or tears anywhere, it tells me that the person who owned the vehicle may not have cared for the vehicle well and WILL NOT look at the car any furtherWhen I saw this vehicle and how pristine the inside of the vehicle was as well as the mileage, we bought the car.2) Why would we go through all this trouble just to get a new car seat covering? Check our records...we have not filed complaints against businesses in the past...and certainly would not file a "frivolous" complaint!In closing, I need to express my utter disappointment in the mentality of Orchid Isle Auto Center They make it seem like they are doing us a favor by changing out the seat, using phrases such as "wear and tear" and "as a courtesy for good customer relations." They accept NO responsibility for their actions and the actions of their employees, instead they put the onus on the customerNot good business relations at all.To the [redacted] Motor Company: This is your representative on this islandWe were so close to trading in our [redacted] F-Lariat for a new F-because we love your trucks but we will no longer be purchasing one for the very reason that we would have to do warranty repairs and other certain services through your dealershipWe have decided to go through Honda as we hear that it has one of the top rated service centers in the state and we will tell everyone the sameRespectfully, [redacted] * [redacted] cc: [redacted] Motor CompanyOn Sunday, August 16, 11:AM, [redacted] wrote:Sent from my [redacted]
Complaint: ***
I am rejecting this response because:I should not be collecting money from ***'s *** CarsI paid $1,for parts, and an addit***l $400+ for labor to ORCHID ISLE FORD, and they did NOT repair my vehicleIf it was a job that they COULDN'T do, (as they later told me AFTER I PAID), they should've told me that in the first place, rather than charging me so much money for NOTHING.
Also, the "timeline" that was provided by OIAC was inaccurate and lacked details of the "runaround" service they had given us AFTER we paid the money9/truck was towed in to OIACWe suggested that the reason for the vehicle not starting had something to do with the tuner and asked if it was something they could fixThe mechanic said it was something else and that they would have to run tests9/Received call from OIAC telling us they figured out what the problem wasAnd that we had to do a down payment of $1,(not $1,000) for the part the truck "needed" before they could start.
9/Received a call from OIAC asking us to make payment for the part, or have the truck towed out of their lotI desperately needed the truck and TRUSTED that they would fix it, so I went in person and made a cash payment of $1,100.
10/picked up vehicle after OIAC called and said it was doneThey said the truck "could run but has to be jump started." And that we could pick it up, but had to pay for labor first Truck was jump started by technichian and driven out of the lotHalfway home, the truck began to stall and we decided to have it towed back to OIAC so they could COMPLETE the job CORRECTLYBy the time the tow truck came in, OIAC was closed10/truck was towed to OIAC10/I called to check on the truck because after 3days, they hadn't called or said anything about the truckI expressed how frustrated I was and the guy on the phone said he would figure out what was going on and would return my call10/because I didn't hear from OIAC, I called AGAINThis time, they said they were calling some people, and looking at websites to see what the problem was(They sounded OBLIVIOUS) They even tried to make it seem like it was our fault saying "the technician said he told you to TOW it out of the lot but you drove it." I reminded her that HE was the one who jump started the truck! I mentioned that I wanted a refund and they of course said "we'll call you back." Got a call from a man named Jack who pretended to sympathize with our frustrationHe said he would call another shop to see If they could help with the problem...because apparently, they couldn't work on aftermarket products. Wish they told us that in the beginning11/Traded the truck for another vehicle because we desperately needed a car...and ther was "nothing they could do..." The truck was still at OIAC.
11/10, 11/11, and 11/attempted to call Jack to further discuss our refund, but he CONVENIENTLY was always outThey said he would return our calls, but he didn't11/called for Jack AGAINThe girl who answered said he was out, and that he was only there on FridaysWhen I said I wanted to discuss the refund, she transferred the phone over to him(He MIRACULOUSLY appeared I guess) The discussion was pointlessThe fact that we sold the vehicle gave him the impression that we didn't want our money back (?)He ended the conversation with " I can't talk to you about this anymore." We called ***'s to inquire about the truck and apparently the shop they had the truck towed to said something about OIAC always messing up customized vehicles and sending it to themBut I'm not going to get into that because it's hearsayThe fact is, we paid our good, hard earned money to OIAC and got NOTHING out of itAn HONEST, GOOD, company would return our money, but they did notIn the end, it was wasted time and money and WE are the ones at lossWe don't deserve this, and we want our money back
Sincerely,
*** ***
[redacted]
[redacted]Ms [redacted],Agreeably, the length of time that was needed to correctly complete the [redacted] vehicle repairs was long...
and frustrating for all concerned. We can certainly sympathize with them. The initial test drive with the technician did in fact result in the tech determining that the concern was transmission related and that it might be best to not drive the vehicle. The manufacturers warranty does not provide for replacement transportation, but after a covered warranty repair, in some cases, we can get reimbursement for a customer for rental. We are processing the reimbursement for Mr [redacted]. After the preliminary diagnosis of the vehicle, by the initial technicians to start on the car when it first arrived, it was determined that we were looking at a major transmission repair. As the tear down of a transmission assembly to the point of failure is required for a transmission replacement or repair and specific certified technicians are required to do such work, the job needed to be put in the shop workload with the already scheduled and work in process vehicles. The vehicles currently in process needed to be completed and the [redacted] vehicle was added to the mix of those scheduled and work in progress vehicles.We are unable to determine who the customer spoke with at the time they were told that a transmission had been ordered on June 23rd. There are specific procedures involving diagnosis, including working with the [redacted] hot line engineers, that we must follow with all major repairs. Although we knew the concern was transmission based, we are required to follow these processes. After tear down to the point of failure, we work with [redacted] to determine repair or replacement, Our agreement with the manufacturer does not allow us to just replace an assembly without following the required process first.Once it was determined that replacement of the assembly was supported by proper and required diagnosis, the assembly was ordered. It was ordered priority emergency freight. Once the assembly was received, Fri July 24th, work was started on the vehicle Mon July 27th. The work was completed late on July 30. In so far as the priority assigned to work in the shop, there is no difference in Customer Paid work versus Warranty. The work comes into the shop in a certain order based on scheduled appointments, or emergency, unscheduled arrivals and is dispatched based on the order that it comes in, the type of concern that the vehicle has and the availability of the correctly trained and certified staff needed to work on those types of concerns. It is a balancing act, to take all of the factors in to consideration to get work done, while following the guidelines set out for us by the manufacturer and locally imposed rules and procedures. We are currently in contact with the [redacted]s to take care of a few items brought to our attention by the customer after they picked up the vehicle from us when repairs were completed.I hope that this answered all of the concerns brought up in the initial complaint. If there are any questions, feel free to contact me at the dealership using the info noted below.AlohaMary K [redacted]-- Mary K.[redacted]Customer Relations Manager[redacted]
Below id the repair timeline for the [redacted]'s vehicle.The following is a timeline of the attemptedrepairs to VIN: [redacted]9/1/ l 5· Vehicle towed in with ci.istomer states: "Theft light on and crank-nostart."9/1115: Senior...
tech W. J[redacted] performs diagnosis: "Verified concern,performed scan and foundno communication to engine computer(PCM), ran manualtest to PCM found no response to key
identification module (IDS). Attempted to reprogram PCM and found error code "PCM not calibrated to vehicleidentificatio11 nu mber." Performed pinpointtests for power and grounds to PCM and found all ok so recommended PCM and a new key as 011\y one key provi ded by customerand two requiredfor PCM programmi ng relatedto key recognition. Provided customer with estimate for PCM, key and diagnosis.9/3/l 5; Customer accepted estimate provided deposit of $l 000 and parts ordered.I 0/2115: Installed PCM, cut and programmed keys, reprogrammed IDS fonctions, keys now recognized, but no cranking. Bypass starterrelay and enginewould crank and start ok.Performed sc111 with IDS for starter interrupt fault, found system check fails after key on due to missing required emission equipment sensors. Attempted to re-flash PCM with customersupplied "Performance tuner." Found tuner locked with password. Customer was unable toprovide password for tuner as they purchased the vehicle [redacted] from [redacted] Cars.[redacted] * [redacted] * [redacted] [redacted]10/15/15: Customer picked up vehicle after technician ']umped" starter relay and agreedto contact aftermarket tuner supplier in Kona about getting password,or new tuner, to enable starter fo11cti.onand match programming to removed emission equipment10/16/15: Customer towed in vehicle again saying repairs did not work and was going to contact [redacted] Cars about issues.10/19/15: [redacted] Cars contacts Service Director to say they had re-purchased vehicle for the Al(lkoa's and would have vehicle towed to Kona off Road for programming/repairs.l 0/22/15: Kona off Road calls Service Director to say they have determined there I s a fault in the Transmission Control Module (TCM),and that they were arranging with [redacted] Cars to tow back to the dealership to diagnose/reprogram/replace the TCM.1 1/1 8/1 5: Revdex.com sends letter of complaint to OIAC.This vehicle was heavily modified with some components missing, we were able to fix the problem of the PCM nvL communicating with the IDS but after [redacted] the initial problem other problems were present due to missing equipment and needed to go to the after·market tuner supplier for addit[redacted]l repairs. The customer chose not to take it to Kona off Road and brought it back to us. In the meantime Pm1o'sbought the car back from the customer. Any reimbursement should be between the customer and [redacted]'s [redacted] Cars.Sincerely,Joe H[redacted]
Complaint: [redacted]
I am rejecting this response because:[redacted]
[redacted]Ms. [redacted],I am writing to you to clarify the response you received from Mary E[redacted] of Orchid Isle Auto Center regarding the [redacted] transmission replacement. First, I would like to reiterate the dates pertaining to when the car was purchased to the ongoing problems with this vehicle:April 17, 2015 - [redacted] purchased by [redacted] & myself, [redacted] from Orchid Isle Auto Center through salesman Chad R[redacted].June 15, 2015 - Car making a "loud, weird sound" and the transmission (automatic) wasn't shifting so I met my daughter, [redacted] at Orchid Isle's service center and with their mechanic, we drove it around the block and the mechanic related to me that the problem was with the shifting and the sound was the transmission. The car had to remain there as it was deemed "undriveable."I inquired about a loaner and was told that I would have to pick up a rental car from Enterprise, charge it on my credit card and they would reimburse me.June 23, 2015 - I called Orchid Isle and spoke to someone (unfortunately I did not get his name not thinking I would have all these problems) and was told that they had ordered a new transmission and as soon as it arrives, they would install it and contact me.July 20, 2015 - Left a message for an update on vehicle.July 21, 2015 - I called our sales rep, Chad R[redacted] (best sales rep by the way) and told him I left a message with the service department for an update on the car and never received a call back. He said he would contact them and have them call me. Within a half hour, I received a call from, I believe it was Amber (a female anyway) and was informed that "they had taken the transmission apart to determine whether they were going to rebuild it or replace it." She said she would check the status and get back to me. She called me back within a few minutes and said they were ordering for a new transmission that day and would call us when it was done.July 31, 2015 - We received a call from the service center telling us the car was finished and ready for pickup. I would like to note that it was WELL OVER A MONTH for them to determine the transmission needed to be replaced and ONLY TEN DAYS for them to get the new transmission in and place it in the car.Ongoing problems:When I received the call that the car was finished, I called [redacted] and we met at the service center. The car was under a hanger area, so I drove it out to the front. There was a plastic covering the seat and when [redacted] removed the plastic she called to me saying, "dad, look at this seat!" The seat had grimy, oily stains on the top and bottom of seat.I called the girl sitting at the front desk of the service area over (a Hawn looking girl, slightly on the heavyset side) and she came over and looked at the seat. She tried to wipe it but the stains would not come out.She told us she would contact [redacted] to make an appointment and they would bill Orchid Isle.August 3, 2015 - I met [redacted] at [redacted] and spoke to them about what had happened, in which they cleaned it while [redacted] waited for the car. [redacted] contacted me after the seat was "cleaned" to let me know that they could not get all the stains out.August 6, 2015 - My wife, [redacted], contacted Mary at the Service Department and told her about the damage to the seat. She told her she would investigate it and get back to her the next day.My wife also told Mary that we charged the rental car bill ($1,470) on our credit card and wanted to make sure we would get the payment for it before the due date (Sept. 1st) so as not to accrue interest charges. She told my wife that it would depend on when [redacted] Motor Company sent them the check for the repairs/loaner that they would then send us a check for the rental.August 10, 2015 - Myself, my wife, [redacted] and [redacted] took the car to Orchid Isle to meet with Mary as she wanted to see the seat and take pictures.Right off the bat, she tells us that we need to understand that normal wear and tear will happen over time and that they did have a plastic covering the seat.My wife, [redacted] told Mary, "yes, we do understand about normal wear and tear" but when the car was purchased in April, the seats were in pristine condition but when it came out of your shop, it was not. And normal wear and tear should be done by [redacted], not your people...that's not 'normal wear and tear.' It looks like they put the plastic on AFTER they soiled the seat."Mary told us she would check with the manager and get back to us the next day (Tuesday), Wednesday at the latest.August 14, 2015 - After not hearing back from Mary, Tuesday, Wednesday or even Thursday, my wife called Mary on Friday and left a message for her to call.She called my wife back in the afternoon and said she spoke with Mr. Hanley (I assume the manager) and again, she reiterated about "normal wear and tear" of the seat but as "a courtesy to us for good customer relations" they would replace the bottom leather cover of the seat and as soon as it came in they would give us a call." So I asked her, "so you aren't going to replace the top part of the seat." She said no. So I told her that I would speak to my husband to see if we would be filing another complaint. She said, "that's fine."To date (August 30th), we have not receive a call from Orchid Isle regarding the arrival/appointment for the replacement of the seat cover.Some things to consider:1) I consider myself (as do many others, including the sales rep Chad R[redacted] who can testify to this having known me for over 20 years), to be a meticulous man as is [redacted], especially when it comes to my vehicles. Prior to buying this vehicle, I had looked at many cars from different dealerships and the first thing I check is the inside of a vehicle. If there are stains or tears anywhere, it tells me that the person who owned the vehicle may not have cared for the vehicle well and WILL NOT look at the car any further. When I saw this vehicle and how pristine the inside of the vehicle was as well as the mileage, we bought the car.2) Why would we go through all this trouble just to get a new car seat covering? Check our records...we have not filed complaints against businesses in the past...and certainly would not file a "frivolous" complaint!In closing, I need to express my utter disappointment in the mentality of Orchid Isle Auto Center. They make it seem like they are doing us a favor by changing out the seat, using phrases such as "normal wear and tear" and "as a courtesy for good customer relations." They accept NO responsibility for their actions and the actions of their employees, instead they put the onus on the customer. Not good business relations at all.To the [redacted] Motor Company: This is your representative on this island. We were so close to trading in our 2004 [redacted] F-150 Lariat for a new F-150 because we love your trucks but we will no longer be purchasing one for the very reason that we would have to do warranty repairs and other certain services through your dealership. We have decided to go through Honda as we hear that it has one of the top rated service centers in the state and we will tell everyone the same. Respectfully,[redacted]cc: [redacted] Motor CompanyOn Sunday, August 16, 2015 11:28 AM, [redacted] <[email protected]> wrote:Sent from my [redacted]
Complaint: [redacted] I am rejecting this response because: [redacted] [redacted] Ms***,I am writing to you to clarify the response you received from Mary E [redacted] of Orchid Isle Auto Center regarding the [redacted] transmission replacementFirst, I would like to reiterate the dates pertaining to when the car was purchased to the ongoing problems with this vehicle:April 17, - [redacted] purchased by [redacted] & myself, [redacted] from Orchid Isle Auto Center through salesman Chad R***.June 15, - Car making a "loud, weird sound" and the transmission (automatic) wasn't shifting so I met my daughter, [redacted] at Orchid Isle's service center and with their mechanic, we drove it around the block and the mechanic related to me that the problem was with the shifting and the sound was the transmission The car had to remain there as it was deemed "undriveable."I inquired about a loaner and was told that I would have to pick up a rental car from Enterprise, charge it on my credit card and they would reimburse me.June 23, - I called Orchid Isle and spoke to someone (unfortunately I did not get his name not thinking I would have all these problems) and was told that they had ordered a new transmission and as soon as it arrives, they would install it and contact me.July 20, - Left a message for an update on vehicle.July 21, - I called our sales rep, Chad R [redacted] (best sales rep by the way) and told him I left a message with the service department for an update on the car and never received a call back He said he would contact them and have them call meWithin a half hour, I received a call from, I believe it was Amber (a female anyway) and was informed that "they had taken the transmission apart to determine whether they were going to rebuild it or replace it." She said she would check the status and get back to me She called me back within a few minutes and said they were ordering for a new transmission that day and would call us when it was done.July 31, - We received a call from the service center telling us the car was finished and ready for pickupI would like to note that it was WELL OVER A MONTH for them to determine the transmission needed to be replaced and ONLY TEN DAYS for them to get the new transmission in and place it in the car.Ongoing problems:When I received the call that the car was finished, I called [redacted] and we met at the service center The car was under a hanger area, so I drove it out to the frontThere was a plastic covering the seat and when [redacted] removed the plastic she called to me saying, "dad, look at this seat!" The seat had grimy, oily stains on the top and bottom of seat.I called the girl sitting at the front desk of the service area over (a Hawn looking girl, slightly on the heavyset side) and she came over and looked at the seat She tried to wipe it but the stains would not come out.She told us she would contact [redacted] to make an appointment and they would bill Orchid Isle.August 3, - I met [redacted] at [redacted] and spoke to them about what had happened, in which they cleaned it while [redacted] waited for the car [redacted] contacted me after the seat was "cleaned" to let me know that they could not get all the stains out.August 6, - My wife, ***, contacted Mary at the Service Department and told her about the damage to the seat She told her she would investigate it and get back to her the next day.My wife also told Mary that we charged the rental car bill ($1,470) on our credit card and wanted to make sure we would get the payment for it before the due date (Sept1st) so as not to accrue interest charges She told my wife that it would depend on when [redacted] Motor Company sent them the check for the repairs/loaner that they would then send us a check for the rental.August 10, - Myself, my wife, [redacted] and [redacted] took the car to Orchid Isle to meet with Mary as she wanted to see the seat and take pictures.Right off the bat, she tells us that we need to understand that wear and tear will happen over time and that they did have a plastic covering the seat.My wife, [redacted] told Mary, "yes, we do understand about wear and tear" but when the car was purchased in April, the seats were in pristine condition but when it came out of your shop, it was notAnd wear and tear should be done by [redacted] , not your people...that's not 'wear and tear.' It looks like they put the plastic on AFTER they soiled the seat."Mary told us she would check with the manager and get back to us the next day (Tuesday), Wednesday at the latest.August 14, - After not hearing back from Mary, Tuesday, Wednesday or even Thursday, my wife called Mary on Friday and left a message for her to call.She called my wife back in the afternoon and said she spoke with MrHanley (I assume the manager) and again, she reiterated about "wear and tear" of the seat but as "a courtesy to us for good customer relations" they would replace the bottom leather cover of the seat and as soon as it came in they would give us a call." So I asked her, "so you aren't going to replace the top part of the seat." She said no So I told her that I would speak to my husband to see if we would be filing another complaint She said, "that's fine."To date (August 30th), we have not receive a call from Orchid Isle regarding the arrival/appointment for the replacement of the seat cover.Some things to consider:1) I consider myself (as do many others, including the sales rep Chad R [redacted] who can testify to this having known me for over years), to be a meticulous man as is [redacted] , especially when it comes to my vehicles Prior to buying this vehicle, I had looked at many cars from different dealerships and the first thing I check is the inside of a vehicleIf there are stains or tears anywhere, it tells me that the person who owned the vehicle may not have cared for the vehicle well and WILL NOT look at the car any furtherWhen I saw this vehicle and how pristine the inside of the vehicle was as well as the mileage, we bought the car.2) Why would we go through all this trouble just to get a new car seat covering? Check our records...we have not filed complaints against businesses in the past...and certainly would not file a "frivolous" complaint!In closing, I need to express my utter disappointment in the mentality of Orchid Isle Auto Center They make it seem like they are doing us a favor by changing out the seat, using phrases such as "wear and tear" and "as a courtesy for good customer relations." They accept NO responsibility for their actions and the actions of their employees, instead they put the onus on the customerNot good business relations at all.To the [redacted] Motor Company: This is your representative on this islandWe were so close to trading in our [redacted] F-Lariat for a new F-because we love your trucks but we will no longer be purchasing one for the very reason that we would have to do warranty repairs and other certain services through your dealershipWe have decided to go through Honda as we hear that it has one of the top rated service centers in the state and we will tell everyone the sameRespectfully, [redacted] * [redacted] cc: [redacted] Motor CompanyOn Sunday, August 16, 11:AM, [redacted] wrote:Sent from my [redacted]
Complaint: ***
I am rejecting this response because:I should not be collecting money from ***'s *** CarsI paid $1,for parts, and an addit***l $400+ for labor to ORCHID ISLE FORD, and they did NOT repair my vehicleIf it was a job that they COULDN'T do, (as they later told me AFTER I PAID), they should've told me that in the first place, rather than charging me so much money for NOTHING.
Also, the "timeline" that was provided by OIAC was inaccurate and lacked details of the "runaround" service they had given us AFTER we paid the money9/truck was towed in to OIACWe suggested that the reason for the vehicle not starting had something to do with the tuner and asked if it was something they could fixThe mechanic said it was something else and that they would have to run tests9/Received call from OIAC telling us they figured out what the problem wasAnd that we had to do a down payment of $1,(not $1,000) for the part the truck "needed" before they could start.
9/Received a call from OIAC asking us to make payment for the part, or have the truck towed out of their lotI desperately needed the truck and TRUSTED that they would fix it, so I went in person and made a cash payment of $1,100.
10/picked up vehicle after OIAC called and said it was doneThey said the truck "could run but has to be jump started." And that we could pick it up, but had to pay for labor first Truck was jump started by technichian and driven out of the lotHalfway home, the truck began to stall and we decided to have it towed back to OIAC so they could COMPLETE the job CORRECTLYBy the time the tow truck came in, OIAC was closed10/truck was towed to OIAC10/I called to check on the truck because after 3days, they hadn't called or said anything about the truckI expressed how frustrated I was and the guy on the phone said he would figure out what was going on and would return my call10/because I didn't hear from OIAC, I called AGAINThis time, they said they were calling some people, and looking at websites to see what the problem was(They sounded OBLIVIOUS) They even tried to make it seem like it was our fault saying "the technician said he told you to TOW it out of the lot but you drove it." I reminded her that HE was the one who jump started the truck! I mentioned that I wanted a refund and they of course said "we'll call you back." Got a call from a man named Jack who pretended to sympathize with our frustrationHe said he would call another shop to see If they could help with the problem...because apparently, they couldn't work on aftermarket products. Wish they told us that in the beginning11/Traded the truck for another vehicle because we desperately needed a car...and ther was "nothing they could do..." The truck was still at OIAC.
11/10, 11/11, and 11/attempted to call Jack to further discuss our refund, but he CONVENIENTLY was always outThey said he would return our calls, but he didn't11/called for Jack AGAINThe girl who answered said he was out, and that he was only there on FridaysWhen I said I wanted to discuss the refund, she transferred the phone over to him(He MIRACULOUSLY appeared I guess) The discussion was pointlessThe fact that we sold the vehicle gave him the impression that we didn't want our money back (?)He ended the conversation with " I can't talk to you about this anymore." We called ***'s to inquire about the truck and apparently the shop they had the truck towed to said something about OIAC always messing up customized vehicles and sending it to themBut I'm not going to get into that because it's hearsayThe fact is, we paid our good, hard earned money to OIAC and got NOTHING out of itAn HONEST, GOOD, company would return our money, but they did notIn the end, it was wasted time and money and WE are the ones at lossWe don't deserve this, and we want our money back
Sincerely,
*** ***
[redacted]
[redacted]Ms [redacted],Agreeably, the length of time that was needed to correctly complete the [redacted] vehicle repairs was long...
and frustrating for all concerned. We can certainly sympathize with them. The initial test drive with the technician did in fact result in the tech determining that the concern was transmission related and that it might be best to not drive the vehicle. The manufacturers warranty does not provide for replacement transportation, but after a covered warranty repair, in some cases, we can get reimbursement for a customer for rental. We are processing the reimbursement for Mr [redacted]. After the preliminary diagnosis of the vehicle, by the initial technicians to start on the car when it first arrived, it was determined that we were looking at a major transmission repair. As the tear down of a transmission assembly to the point of failure is required for a transmission replacement or repair and specific certified technicians are required to do such work, the job needed to be put in the shop workload with the already scheduled and work in process vehicles. The vehicles currently in process needed to be completed and the [redacted] vehicle was added to the mix of those scheduled and work in progress vehicles.We are unable to determine who the customer spoke with at the time they were told that a transmission had been ordered on June 23rd. There are specific procedures involving diagnosis, including working with the [redacted] hot line engineers, that we must follow with all major repairs. Although we knew the concern was transmission based, we are required to follow these processes. After tear down to the point of failure, we work with [redacted] to determine repair or replacement, Our agreement with the manufacturer does not allow us to just replace an assembly without following the required process first.Once it was determined that replacement of the assembly was supported by proper and required diagnosis, the assembly was ordered. It was ordered priority emergency freight. Once the assembly was received, Fri July 24th, work was started on the vehicle Mon July 27th. The work was completed late on July 30. In so far as the priority assigned to work in the shop, there is no difference in Customer Paid work versus Warranty. The work comes into the shop in a certain order based on scheduled appointments, or emergency, unscheduled arrivals and is dispatched based on the order that it comes in, the type of concern that the vehicle has and the availability of the correctly trained and certified staff needed to work on those types of concerns. It is a balancing act, to take all of the factors in to consideration to get work done, while following the guidelines set out for us by the manufacturer and locally imposed rules and procedures. We are currently in contact with the [redacted]s to take care of a few items brought to our attention by the customer after they picked up the vehicle from us when repairs were completed.I hope that this answered all of the concerns brought up in the initial complaint. If there are any questions, feel free to contact me at the dealership using the info noted below.AlohaMary K [redacted]-- Mary K.[redacted]Customer Relations Manager[redacted]
Below id the repair timeline for the [redacted]'s vehicle.The following is a timeline of the attemptedrepairs to VIN: [redacted]9/1/ l 5· Vehicle towed in with ci.istomer states: "Theft light on and crank-nostart."9/1115: Senior...
tech W. J[redacted] performs diagnosis: "Verified concern,performed scan and foundno communication to engine computer(PCM), ran manualtest to PCM found no response to key
identification module (IDS). Attempted to reprogram PCM and found error code "PCM not calibrated to vehicleidentificatio11 nu mber." Performed pinpointtests for power and grounds to PCM and found all ok so recommended PCM and a new key as 011\y one key provi ded by customerand two requiredfor PCM programmi ng relatedto key recognition. Provided customer with estimate for PCM, key and diagnosis.9/3/l 5; Customer accepted estimate provided deposit of $l 000 and parts ordered.I 0/2115: Installed PCM, cut and programmed keys, reprogrammed IDS fonctions, keys now recognized, but no cranking. Bypass starterrelay and enginewould crank and start ok.Performed sc111 with IDS for starter interrupt fault, found system check fails after key on due to missing required emission equipment sensors. Attempted to re-flash PCM with customersupplied "Performance tuner." Found tuner locked with password. Customer was unable toprovide password for tuner as they purchased the vehicle [redacted] from [redacted] Cars.[redacted] * [redacted] * [redacted] [redacted]10/15/15: Customer picked up vehicle after technician ']umped" starter relay and agreedto contact aftermarket tuner supplier in Kona about getting password,or new tuner, to enable starter fo11cti.onand match programming to removed emission equipment10/16/15: Customer towed in vehicle again saying repairs did not work and was going to contact [redacted] Cars about issues.10/19/15: [redacted] Cars contacts Service Director to say they had re-purchased vehicle for the Al(lkoa's and would have vehicle towed to Kona off Road for programming/repairs.l 0/22/15: Kona off Road calls Service Director to say they have determined there I s a fault in the Transmission Control Module (TCM),and that they were arranging with [redacted] Cars to tow back to the dealership to diagnose/reprogram/replace the TCM.1 1/1 8/1 5: Revdex.com sends letter of complaint to OIAC.This vehicle was heavily modified with some components missing, we were able to fix the problem of the PCM nvL communicating with the IDS but after [redacted] the initial problem other problems were present due to missing equipment and needed to go to the after·market tuner supplier for addit[redacted]l repairs. The customer chose not to take it to Kona off Road and brought it back to us. In the meantime Pm1o'sbought the car back from the customer. Any reimbursement should be between the customer and [redacted]'s [redacted] Cars.Sincerely,Joe H[redacted]
Complaint: [redacted]
I am rejecting this response because:[redacted]
[redacted]Ms. [redacted],I am writing to you to clarify the response you received from Mary E[redacted] of Orchid Isle Auto Center regarding the [redacted] transmission replacement. First, I would like to reiterate the dates pertaining to when the car was purchased to the ongoing problems with this vehicle:April 17, 2015 - [redacted] purchased by [redacted] & myself, [redacted] from Orchid Isle Auto Center through salesman Chad R[redacted].June 15, 2015 - Car making a "loud, weird sound" and the transmission (automatic) wasn't shifting so I met my daughter, [redacted] at Orchid Isle's service center and with their mechanic, we drove it around the block and the mechanic related to me that the problem was with the shifting and the sound was the transmission. The car had to remain there as it was deemed "undriveable."I inquired about a loaner and was told that I would have to pick up a rental car from Enterprise, charge it on my credit card and they would reimburse me.June 23, 2015 - I called Orchid Isle and spoke to someone (unfortunately I did not get his name not thinking I would have all these problems) and was told that they had ordered a new transmission and as soon as it arrives, they would install it and contact me.July 20, 2015 - Left a message for an update on vehicle.July 21, 2015 - I called our sales rep, Chad R[redacted] (best sales rep by the way) and told him I left a message with the service department for an update on the car and never received a call back. He said he would contact them and have them call me. Within a half hour, I received a call from, I believe it was Amber (a female anyway) and was informed that "they had taken the transmission apart to determine whether they were going to rebuild it or replace it." She said she would check the status and get back to me. She called me back within a few minutes and said they were ordering for a new transmission that day and would call us when it was done.July 31, 2015 - We received a call from the service center telling us the car was finished and ready for pickup. I would like to note that it was WELL OVER A MONTH for them to determine the transmission needed to be replaced and ONLY TEN DAYS for them to get the new transmission in and place it in the car.Ongoing problems:When I received the call that the car was finished, I called [redacted] and we met at the service center. The car was under a hanger area, so I drove it out to the front. There was a plastic covering the seat and when [redacted] removed the plastic she called to me saying, "dad, look at this seat!" The seat had grimy, oily stains on the top and bottom of seat.I called the girl sitting at the front desk of the service area over (a Hawn looking girl, slightly on the heavyset side) and she came over and looked at the seat. She tried to wipe it but the stains would not come out.She told us she would contact [redacted] to make an appointment and they would bill Orchid Isle.August 3, 2015 - I met [redacted] at [redacted] and spoke to them about what had happened, in which they cleaned it while [redacted] waited for the car. [redacted] contacted me after the seat was "cleaned" to let me know that they could not get all the stains out.August 6, 2015 - My wife, [redacted], contacted Mary at the Service Department and told her about the damage to the seat. She told her she would investigate it and get back to her the next day.My wife also told Mary that we charged the rental car bill ($1,470) on our credit card and wanted to make sure we would get the payment for it before the due date (Sept. 1st) so as not to accrue interest charges. She told my wife that it would depend on when [redacted] Motor Company sent them the check for the repairs/loaner that they would then send us a check for the rental.August 10, 2015 - Myself, my wife, [redacted] and [redacted] took the car to Orchid Isle to meet with Mary as she wanted to see the seat and take pictures.Right off the bat, she tells us that we need to understand that normal wear and tear will happen over time and that they did have a plastic covering the seat.My wife, [redacted] told Mary, "yes, we do understand about normal wear and tear" but when the car was purchased in April, the seats were in pristine condition but when it came out of your shop, it was not. And normal wear and tear should be done by [redacted], not your people...that's not 'normal wear and tear.' It looks like they put the plastic on AFTER they soiled the seat."Mary told us she would check with the manager and get back to us the next day (Tuesday), Wednesday at the latest.August 14, 2015 - After not hearing back from Mary, Tuesday, Wednesday or even Thursday, my wife called Mary on Friday and left a message for her to call.She called my wife back in the afternoon and said she spoke with Mr. Hanley (I assume the manager) and again, she reiterated about "normal wear and tear" of the seat but as "a courtesy to us for good customer relations" they would replace the bottom leather cover of the seat and as soon as it came in they would give us a call." So I asked her, "so you aren't going to replace the top part of the seat." She said no. So I told her that I would speak to my husband to see if we would be filing another complaint. She said, "that's fine."To date (August 30th), we have not receive a call from Orchid Isle regarding the arrival/appointment for the replacement of the seat cover.Some things to consider:1) I consider myself (as do many others, including the sales rep Chad R[redacted] who can testify to this having known me for over 20 years), to be a meticulous man as is [redacted], especially when it comes to my vehicles. Prior to buying this vehicle, I had looked at many cars from different dealerships and the first thing I check is the inside of a vehicle. If there are stains or tears anywhere, it tells me that the person who owned the vehicle may not have cared for the vehicle well and WILL NOT look at the car any further. When I saw this vehicle and how pristine the inside of the vehicle was as well as the mileage, we bought the car.2) Why would we go through all this trouble just to get a new car seat covering? Check our records...we have not filed complaints against businesses in the past...and certainly would not file a "frivolous" complaint!In closing, I need to express my utter disappointment in the mentality of Orchid Isle Auto Center. They make it seem like they are doing us a favor by changing out the seat, using phrases such as "normal wear and tear" and "as a courtesy for good customer relations." They accept NO responsibility for their actions and the actions of their employees, instead they put the onus on the customer. Not good business relations at all.To the [redacted] Motor Company: This is your representative on this island. We were so close to trading in our 2004 [redacted] F-150 Lariat for a new F-150 because we love your trucks but we will no longer be purchasing one for the very reason that we would have to do warranty repairs and other certain services through your dealership. We have decided to go through Honda as we hear that it has one of the top rated service centers in the state and we will tell everyone the same. Respectfully,[redacted]cc: [redacted] Motor CompanyOn Sunday, August 16, 2015 11:28 AM, [redacted] <[email protected]> wrote:Sent from my [redacted]