Good Afternoon, My name is [redacted] and I am the service manager for Griffith Ford here in San Marcos txI have reviewed the complaint that has been received over the invoice of [redacted] ***I was not surprised by this complaint because when he came and picked up his vehicle he stated his feelings towards the labor charges on his vehicleWhenever we have a vehicle enter our shop we verify the concern and when the concern is verified we then get prices on parts and then look up labor times for any repairWe use a labor guide called SHOP KEY for the purpose of looking up labor times on any repairsHis vehicle came in for belt being shredded and vehicle would not steerIn looking his vehicle over it was determined that the belt tensioner was broken and both belts would need to be replacedAccording to SHOP KEY guide, the labor time to replace both belts is hours at $dollars an hourFor the tensioner it calls for labor but since we had both belts off we only added to the jobThis bringing the total of the repair to hours at $per hour for a total of $Mr [redacted] issue is that it only took us hours to complete the repairWe use labor guides to price out repairs which is a standard across any shopsSome repairs get done in less times as some actually take more time to completeThis is all based by the technician working on the vehicle, his knowledge and experienceAny job that is done is not based on the length of time the repair actually takes us but by regulated shop labor guidesIf you have any other questions please feel free to contact usSincerely Service Manager, [redacted] ###-###-#### [redacted] @griffithford.com
Good Afternoon, My name is *** *** and I am the service manager for Griffith Ford here in San Marcos txI have reviewed the complaint that has been received over the invoice of *** ***I was not surprised by this complaint because when he came and picked up his vehicle he stated his
feelings towards the labor charges on his vehicleWhenever we have a vehicle enter our shop we verify the concern and when the concern is verified we then get prices on parts and then look up labor times for any repairWe use a labor guide called SHOP KEY for the purpose of looking up labor times on any repairsHis vehicle came in for belt being shredded and vehicle would not steerIn looking his vehicle over it was determined that the belt tensioner was broken and both belts would need to be replacedAccording to SHOP KEY guide, the labor time to replace both belts is hours at $dollars an hourFor the tensioner it calls for labor but since we had both belts off we only added to the jobThis bringing the total of the repair to hours at $per hour for a total of $Mr*** issue is that it only took us hours to complete the repairWe use labor guides to price out repairs which is a standard across any shopsSome repairs get done in less times as some actually take more time to completeThis is all based by the technician working on the vehicle, his knowledge and experienceAny job that is done is not based on the length of time the repair actually takes us but by regulated shop labor guidesIf you have any other questions please feel free to contact usSincerely Service Manager, *** *** ###-###-#### ***@griffithford.com
Good Afternoon, My name is [redacted] and I am the service manager for Griffith Ford here in San Marcos tx. I have reviewed the complaint that has been received over the invoice of [redacted]. I was not surprised by this complaint because when he came and picked up his vehicle he stated his feelings towards the labor charges on his vehicle. Whenever we have a vehicle enter our shop we verify the concern and when the concern is verified we then get prices on parts and then look up labor times for any repair. We use a labor guide called SHOP KEY for the purpose of looking up labor times on any repairs. His vehicle came in for belt being shredded and vehicle would not steer. In looking his vehicle over it was determined that the belt tensioner was broken and both belts would need to be replaced. According to SHOP KEY guide, the labor time to replace both belts is 3.2 hours at $110 dollars an hour. For the tensioner it calls for .7 labor but since we had both belts off we only added .3 to the job. This bringing the total of the repair to 3.5 hours at $110 per hour for a total of $385. Mr. [redacted] issue is that it only took us 1.5 hours to complete the repair. We use labor guides to price out repairs which is a standard across any shops. Some repairs get done in less times as some actually take more time to complete. This is all based by the technician working on the vehicle, his knowledge and experience. Any job that is done is not based on the length of time the repair actually takes us but by regulated shop labor guides. If you have any other questions please feel free to contact us. Sincerely Service Manager, [redacted] ###-###-#### [redacted]@griffithford.com
These types of issues are always very disappointing to myself and our company. Griffith Ford strives to sell quality vehicles for a fair market value price. We run every vehicle through our shop to have a detailed inspection performed before we determine whether the unit is eligible to...
be sold to the public or not. On occasion, vehicles break down shortly after an inspection is made. It is not possible for my technicians to detect future failures. It is an unfortunate part of our business, but not uncommon when dealing with any type of machinery. In this particular situation, this vehicle was sold AS-IS, as required by law, and it was clearly stated and agreed to with the appropriate signatures that there was no warranty provided by the dealership. Because this is common practice in our industry, we offer Extended Service Policies to help protect our customers and to offer some assistance in situations like what is being described. When the initial issues were brought to our stores attention we offered to help facilitate repairs through a local Chrysler/Jeep dealer who had the proper tools to diagnose the vehicles concerns. Any and all problems associated with the vehicle not being repaired properly should have been addressed with the dealership who caused these issues. I still don't fully understand why Griffith Ford is so aggressively being pursued when another dealer was responsible for either misdiagnosing the vehicles problems or not making an appropriate repair. I would recommend to [redacted] that she contact that store with her current problems. The law has required to repair facility to imply a warranty on repairs made. [redacted] has threatened Griffith Ford on multiple occasions with lawsuits. Because of this, we will not be assisting her any further in any way. [redacted]
According to the paperwork completed and signed by the customer on their original visit to our service department, the vehicle arrived in the condition that Mrs. [redacted] has described, minus the check engine light. After our technician inspected the vehicle, it was noted that a new,...
aftermarket battery had been installed recently. After our technician ran multiple diagnosis, he found and removed what appeared to be paint on the positive terminal of the battery. The paint was removed, the battery was tested, and it passed. Because the car wouldn't start when it was brought in, even though the battery tested good, additional diagnosis needed to be performed to verify that the cause of the vehicle not starting was directly due to the paint and not another issues like an alternator, which is a typical failed part in relation to battery problems. Of course, this is only one example of things we would be looking for. The vehicle was test driven after all diagnosis were complete and it appeared that the issues was resolved. A full diagnosis at that time would have been the appropriate billing for that concern based on the diagnosis required to verify the issues wasn't more than just a bad battery.I don't have any additional notes on her phone call on Thursday, but because the vehicle had a check engine light on when Mrs. [redacted] called, an additional diagnosis would need to be performed. If the check engine light had been present in the original visit, it would have been noted on the Repair Order that the customer signed. Because of the condition of the vehicle that was described to [redacted], it appears that his notifying the customer of a possible additional diagnosis would have been correct. If the customer had brought the vehicle in, which they didn't, and we had determined that we had originally misdiagnosed the vehicle, there wouldn't have been a second diagnosis charge. However, because the check engine light eluded to separate concerns from the original repair, notifying the customer of a potential diagnosis charge was appropriate.In response to the free battery check special that was online, we always honor our online specials when a customer brings in a printed coupon. In this case, no coupon was presented and the diagnosis performed went well beyond a simple battery check. If you have any further questions, please feel free to contact. [redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:
As it is straight bs I asked how long it would take before the time of service and I was told it would take 3.5 hours...I was being generous on the 1.5 it supposedly took as at 4pm I was there and it wasn't even in the shop and at 5:30 it was sitting in the parking lot...Also the 2nd part of this complaint was not addressed as thus same shop quoted me over 1000 for front end repairs and I took it to another dealer and they could not find anything wrong with the front end....
Regards,
[redacted]
Good Afternoon, My name is [redacted] and I am the service manager for Griffith Ford here in San Marcos txI have reviewed the complaint that has been received over the invoice of [redacted] ***I was not surprised by this complaint because when he came and picked up his vehicle he stated his feelings towards the labor charges on his vehicleWhenever we have a vehicle enter our shop we verify the concern and when the concern is verified we then get prices on parts and then look up labor times for any repairWe use a labor guide called SHOP KEY for the purpose of looking up labor times on any repairsHis vehicle came in for belt being shredded and vehicle would not steerIn looking his vehicle over it was determined that the belt tensioner was broken and both belts would need to be replacedAccording to SHOP KEY guide, the labor time to replace both belts is hours at $dollars an hourFor the tensioner it calls for labor but since we had both belts off we only added to the jobThis bringing the total of the repair to hours at $per hour for a total of $Mr [redacted] issue is that it only took us hours to complete the repairWe use labor guides to price out repairs which is a standard across any shopsSome repairs get done in less times as some actually take more time to completeThis is all based by the technician working on the vehicle, his knowledge and experienceAny job that is done is not based on the length of time the repair actually takes us but by regulated shop labor guidesIf you have any other questions please feel free to contact usSincerely Service Manager, [redacted] ###-###-#### [redacted] @griffithford.com
Good Afternoon, My name is *** *** and I am the service manager for Griffith Ford here in San Marcos txI have reviewed the complaint that has been received over the invoice of *** ***I was not surprised by this complaint because when he came and picked up his vehicle he stated his
feelings towards the labor charges on his vehicleWhenever we have a vehicle enter our shop we verify the concern and when the concern is verified we then get prices on parts and then look up labor times for any repairWe use a labor guide called SHOP KEY for the purpose of looking up labor times on any repairsHis vehicle came in for belt being shredded and vehicle would not steerIn looking his vehicle over it was determined that the belt tensioner was broken and both belts would need to be replacedAccording to SHOP KEY guide, the labor time to replace both belts is hours at $dollars an hourFor the tensioner it calls for labor but since we had both belts off we only added to the jobThis bringing the total of the repair to hours at $per hour for a total of $Mr*** issue is that it only took us hours to complete the repairWe use labor guides to price out repairs which is a standard across any shopsSome repairs get done in less times as some actually take more time to completeThis is all based by the technician working on the vehicle, his knowledge and experienceAny job that is done is not based on the length of time the repair actually takes us but by regulated shop labor guidesIf you have any other questions please feel free to contact usSincerely Service Manager, *** *** ###-###-#### ***@griffithford.com
Good Afternoon, My name is [redacted] and I am the service manager for Griffith Ford here in San Marcos tx. I have reviewed the complaint that has been received over the invoice of [redacted]. I was not surprised by this complaint because when he came and picked up his vehicle he stated his feelings towards the labor charges on his vehicle. Whenever we have a vehicle enter our shop we verify the concern and when the concern is verified we then get prices on parts and then look up labor times for any repair. We use a labor guide called SHOP KEY for the purpose of looking up labor times on any repairs. His vehicle came in for belt being shredded and vehicle would not steer. In looking his vehicle over it was determined that the belt tensioner was broken and both belts would need to be replaced. According to SHOP KEY guide, the labor time to replace both belts is 3.2 hours at $110 dollars an hour. For the tensioner it calls for .7 labor but since we had both belts off we only added .3 to the job. This bringing the total of the repair to 3.5 hours at $110 per hour for a total of $385. Mr. [redacted] issue is that it only took us 1.5 hours to complete the repair. We use labor guides to price out repairs which is a standard across any shops. Some repairs get done in less times as some actually take more time to complete. This is all based by the technician working on the vehicle, his knowledge and experience. Any job that is done is not based on the length of time the repair actually takes us but by regulated shop labor guides. If you have any other questions please feel free to contact us. Sincerely Service Manager, [redacted] ###-###-#### [redacted]@griffithford.com
These types of issues are always very disappointing to myself and our company. Griffith Ford strives to sell quality vehicles for a fair market value price. We run every vehicle through our shop to have a detailed inspection performed before we determine whether the unit is eligible to...
be sold to the public or not. On occasion, vehicles break down shortly after an inspection is made. It is not possible for my technicians to detect future failures. It is an unfortunate part of our business, but not uncommon when dealing with any type of machinery. In this particular situation, this vehicle was sold AS-IS, as required by law, and it was clearly stated and agreed to with the appropriate signatures that there was no warranty provided by the dealership. Because this is common practice in our industry, we offer Extended Service Policies to help protect our customers and to offer some assistance in situations like what is being described. When the initial issues were brought to our stores attention we offered to help facilitate repairs through a local Chrysler/Jeep dealer who had the proper tools to diagnose the vehicles concerns. Any and all problems associated with the vehicle not being repaired properly should have been addressed with the dealership who caused these issues. I still don't fully understand why Griffith Ford is so aggressively being pursued when another dealer was responsible for either misdiagnosing the vehicles problems or not making an appropriate repair. I would recommend to [redacted] that she contact that store with her current problems. The law has required to repair facility to imply a warranty on repairs made. [redacted] has threatened Griffith Ford on multiple occasions with lawsuits. Because of this, we will not be assisting her any further in any way. [redacted]
According to the paperwork completed and signed by the customer on their original visit to our service department, the vehicle arrived in the condition that Mrs. [redacted] has described, minus the check engine light. After our technician inspected the vehicle, it was noted that a new,...
aftermarket battery had been installed recently. After our technician ran multiple diagnosis, he found and removed what appeared to be paint on the positive terminal of the battery. The paint was removed, the battery was tested, and it passed. Because the car wouldn't start when it was brought in, even though the battery tested good, additional diagnosis needed to be performed to verify that the cause of the vehicle not starting was directly due to the paint and not another issues like an alternator, which is a typical failed part in relation to battery problems. Of course, this is only one example of things we would be looking for. The vehicle was test driven after all diagnosis were complete and it appeared that the issues was resolved. A full diagnosis at that time would have been the appropriate billing for that concern based on the diagnosis required to verify the issues wasn't more than just a bad battery.I don't have any additional notes on her phone call on Thursday, but because the vehicle had a check engine light on when Mrs. [redacted] called, an additional diagnosis would need to be performed. If the check engine light had been present in the original visit, it would have been noted on the Repair Order that the customer signed. Because of the condition of the vehicle that was described to [redacted], it appears that his notifying the customer of a possible additional diagnosis would have been correct. If the customer had brought the vehicle in, which they didn't, and we had determined that we had originally misdiagnosed the vehicle, there wouldn't have been a second diagnosis charge. However, because the check engine light eluded to separate concerns from the original repair, notifying the customer of a potential diagnosis charge was appropriate.In response to the free battery check special that was online, we always honor our online specials when a customer brings in a printed coupon. In this case, no coupon was presented and the diagnosis performed went well beyond a simple battery check. If you have any further questions, please feel free to contact. [redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:
As it is straight bs I asked how long it would take before the time of service and I was told it would take 3.5 hours...I was being generous on the 1.5 it supposedly took as at 4pm I was there and it wasn't even in the shop and at 5:30 it was sitting in the parking lot...Also the 2nd part of this complaint was not addressed as thus same shop quoted me over 1000 for front end repairs and I took it to another dealer and they could not find anything wrong with the front end....
Regards,
[redacted]