Grinwald Ford Mercury, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The reason for my complaint is that when Grinwald Ford "fixed" the rear *** pads and rotors the first time, they obviously did a poor job This is evidenced by the fact that the front ***s, rotors and calipers have gone 74,000+ miles and not needed work done at all This is highlighted by the fact that this is a Ford Explorer XLT and 70% of the braking is done in the front (front wheel drive) So why would rear *** pads, rotors and calipers only go 28,miles? If I was driving badly, you'd see it up front where most of the braking is done
I understand that they are saying the warranty on the previous repair is 12,miles, but that should not apply to poor workmanship (should apply to parts) I'm willing to pay for new parts, but not the work to redo what was at best a poor quality job
I would also add that this dealer, in my opinion, takes advantage of women customers For example, I came in for my tires to be aligned and balanced and suddenly this became the VERY expensive priority Also, every time I've come in they give me a VERY detailed estimate and call later (as they are in the midst of fixing the car) and tell me it's going to cost hundred's more to complete the service and there is nothing I can do because it's started
With regard to this repair, I'm concerned it was also not completed well (believe me I'm not going back) When I came to pick up the car it was not able to be driven off the lot because the repair person left at 5pm and didn't tell ***, the Service Manager, the repair wasn't completed Talk about safety violation...what does it mean when the repair manager lets a customer get in a car that doesn't have working ***s???
I asked in-person to speak with the Owner (as he is the only one that can modify a service fee) twice at different times of the day I asked the cashier also to speak to him I asked a sales person to speak to him He never attempted to reach me
Please help me resolve this matter
Thanks,
*** ***
*** ***

To Whom It May Concern:
Thank you for the opportunity to respond to this complaint.  This consumer tried three times through American Express to get the charges reversed, and was denied by AmEx on three different occasions.  The gist of the matter is that rear [redacted] pads and rotors were...

put on Ms. [redacted]'s 2005 Explorer on October 04, 2012 at 103255 miles.  The vehicle was brought in to Grinwald Ford on May 13,  2014 at 131639 miles.  The customer asked for his tires to be rotated and the [redacted]s checked due to abnormal noise being heard.  The rear [redacted] pads were found to be worn down to metal on metal status due to the rear calipers binding and not disengaging.  We also found a right rear wheel bearing noisy as well..  An estimate of $920.00+tax was given to Ms. [redacted] by [redacted] and a verbal o.k. was given to me by the customer in person.  The customer called back later that morning and talked to [redacted] and stated that the rear [redacted]s should have lasted longer than they did and must have been done improperly because they only lasted 28384 miles.   I told Ms. [redacted] that the reason the [redacted]s were down to metal on metal and needing replacement was due to caliper failure in the rear [redacted]s.  The warranty of the rear [redacted]s when they were done in October of 2012, was 12 months or 12,000 miles-whichever comes first(parts and labor). 
A copy of the front and back of the repair order will be in the attachment.  Per Wisconsin Ag Law, a verbal o.k. is permitted to accept an estimate to customer. 
I hope this gives you enough information to rule in our favor.  If any questions arise, please call [redacted] at ###-###-#### or e-mail back to me at [redacted]
 
Sincerely
 
[redacted]
Service Manager
Grinwald Ford, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I want a refund for this unnecessary repair $943, please.  Please hold businesses like this accountable for their actions and fraud.
Regards,
[redacted]

To Revdex.com,
 
The reason for the repairs on the 2005 Explorer after 28,000 miles was due to a failure of the [redacted] calipers in the rear of the vehicle.  The [redacted] calipers squeeze the rear [redacted] pads against the rear rotors to provide stopping power.  The calipers in question failed due to age and-or outside influence of salt, sand, and or corrosion.  The calipers failed internally and  seized,  causing the rear [redacted] rotors and pads to wear prematurely.   It was not due to installation error from over 28,000 miles ago.  The Ford Motor Company Warranty on parts and labor was  12 months or 12,000 miles whichever comes first at the time of the rear [redacted] pad and rotor replacement  Therefore, it is not an installation error.  Most common labor warranties are for 3 month and or 3000 miles. 
Please accept this as my last correspondence on this matter since the person has already been denied three times by her American Express Card Company
 
Sincerely
 
[redacted]
Grinwald Ford, Inc
Service Manager

Review: I took my Ford Explorer in for an alignment in May. They told me the rear [redacted], calipers and rotors need to be fixed more urgently than what I had brought it in for. I left the dealership and went back to the office where I keep paperwork because I didn't anticipate this needed to be done. I found the receipt where I had done this repair at this dealership 28,000 miles previously. This is a Ford Explorer so 70% of the braking is done in the front. The front [redacted]s have gone more than 70,000 miles and no concerns. Rear [redacted]s, especially the rotors and calipers should go 50,000 to 100,000 miles. If the car was being driven poorly, it would be seen in the front rotors and calipers, but that is not the situation. So I called back and explained that this repair had just been completed 28,000 miles ago so it shouldn't need to be done. I asked to speak with the owner as I didn't want to repay for this repair when it wasn't necessary. I also asked the receptionist to have the owner call me. I went in and attempted to talk with the owner, but he wasn't there. They made me pay $943.02 before they would give me back my car. Then to make matters worse, they hadn't finished the repair and I couldn't make it out of the parking lot. I asked one of the sales persons to have the owner call me.Desired Settlement: Refund my $943.02 please.

Business

Response:

To Whom It May Concern:

Thank you for the opportunity to respond to this complaint. This consumer tried three times through American Express to get the charges reversed, and was denied by AmEx on three different occasions. The gist of the matter is that rear [redacted] pads and rotors were put on Ms. [redacted]'s 2005 Explorer on October 04, 2012 at 103255 miles. The vehicle was brought in to Grinwald Ford on May 13, 2014 at 131639 miles. The customer asked for his tires to be rotated and the [redacted]s checked due to abnormal noise being heard. The rear [redacted] pads were found to be worn down to metal on metal status due to the rear calipers binding and not disengaging. We also found a right rear wheel bearing noisy as well.. An estimate of $920.00+tax was given to Ms. [redacted] by [redacted] and a verbal o.k. was given to me by the customer in person. The customer called back later that morning and talked to [redacted] and stated that the rear [redacted]s should have lasted longer than they did and must have been done improperly because they only lasted 28384 miles. I told Ms. [redacted] that the reason the [redacted]s were down to metal on metal and needing replacement was due to caliper failure in the rear [redacted]s. The warranty of the rear [redacted]s when they were done in October of 2012, was 12 months or 12,000 miles-whichever comes first(parts and labor).

A copy of the front and back of the repair order will be in the attachment. Per Wisconsin Ag Law, a verbal o.k. is permitted to accept an estimate to customer.

I hope this gives you enough information to rule in our favor. If any questions arise, please call [redacted] at ###-###-#### or e-mail back to me at [redacted]

Sincerely

Service Manager

Grinwald Ford, Inc

Consumer

Response: