Harrisonburg Ford, Inc

Review: Two times I took my vehicle in for basic service (oil change,etc) and both times I ended up having my car towed back in to the shop the same day for a major repair. 12/30/13 $1309.25 and then again on 3/28/14 for $839.29.

I also reported a strange noise in the wheel they said, "if it doesn't bother me , it doesn't need to be fixed".

I took the car to another dealer and they had to replace 3 corroded rivets retaining the right brake shield. When Ford replaced brakes they used these corroded ones rather replacing them. I was advised that if this had fallen off this could have been a serious safety issue. Second shop replaced for $ 37.58.Desired Settlement: Resolve this issue. We told them it was strange that we dropped off a car that had no issues for a basic service to have it break down not once but twice after picking up vehicle. The final straw was the reuse of corroded rivets.

They basically told us "it was a coincidence" and they said they gave me a price break but it was the same price another dealer would have done it for.

Business

Response:

I am the Service Manager for Harrisonburg Ford Inc will provide a description of both incidents that the

customer has raised concerns. The 2002 Lincoln with 159,172 miles on it was first brought into our

service department on December 16, 2013 for a no start concern. Upon diagnosis of the vehicle, it did

not start on the first attempt to start; however, ¡t started consistently thereafter several times without

any problems and with the diagnostic equipment hooked up. Keeping the vehicle over night to again try

and duplicate the concern. Again only on the initial attempt the vehicle did not start, after that it

started consistently after multiple attempts during the course of the day. The vehicle was kept for 5

more days with the customer's permission in order to duplicate the concern. Over the 5 days,

numerous attempts were made to try and duplicate the no start concern. We contract the customer

and told him that we unable to duplicate the concern. The customer went to pick up the vehicle a

couple of days later and it would not start. At that time we were able to duplicate the concern and

diagnosis the problem as no fuel pressure. We installed a new fuel pump and the problem was solved.

I do not understand the statement that every time the vehicle is in for regular oil changes, he has

problems. The customer brought the initial no start concern to us. We kept the customer informed

during the entire diagnosis process.

On March 14,2014 the customer brought the vehicle back to our service department for routine

maintenance and oil change and on the way home, the vehicle overheated. The customer called that

evening and I spoke with him about his concerns. I told him that I would tow it to our shop at our

expense if it was something that was caused during the routine oil change. On Saturday March 15, 2014

we looked at the vehicle (mileage 161,837) in our service department and determined it overheated due

to a bad engine cooling fan. We replaced the engine cooling fan after several conversations with the

customer. The customer voiced his concerns and I explained to him that the engine fan had nothing to

do with the oil change and multi point inspection we performed. They were unrelated. I told him I

understood his concern and would help by discounting the bill in parts, towing and labor in order to

assist him and help the relationship.

As far as the brake shield rivets, I am unaware of this concern. After being a mechanic for the majority

of my career, I know that rivets cannot be reused. We performed brake work on this vehicle on October

4, 2013 which was replacing front pads and rotors and cleaning and lubing the slides. I feel confident

that we would have not let a strange noise in wheel go on if the customer brought it to our attention.

Unfortunately, the customer has a high mileage 12 year old vehicle that is starting to have mechanical

issues. The customer himself told me that his other vehicle, a 2010 Ford Fusion that we service has not

had any problems. It is difficult when dealing with an older vehicle and comparing it to a much newer

one. We have tried to accommodate this customer as much as possible in his repairs on his 2002

Lincoln.

Regards,

Service Manager

Review: I purchased a 2004 VW Beetle Convertible from Harrisonburg Ford. The salesman Wes Sharp showed me the car it had 69,291 miles on it. He stated that the car had been taken to the local VW dealership and gone thru bumper to bumper and all the problems fixed "The car is good to go" his words. We too the car on a short test drive at direction then came back to the dealership to work on the price. We settled on 7000.00 for the car I asked about getting an extended warranty and was quoted 2500.00 for a 1 year warranty. I could no afford that much for just 1 years coverage. The issues started on the way home I live 50 plus miles from the dealership the transmission started shifting hard. I drove it for short trips around town and noticed a loud clunking and vibration upon shifting. I contacted the salesman Wes Sharp to get the car fax & repair invoice from them to see what had been done or checked. The car was taken to Don Beyer VW in Winchester to have the transmission checked the mechanics found. The issue to be the valve body's we both bad and needed to be replaced, the front left axel and inner joint was worn and needed to be replaced. The repair bill for the transmission work and front axel came to 2460.16. This all happened with less than 1000 miles being driven since I purchased the car. The car now has 71822 and the main fuse holder short circuited (found out this is a common problem with this year) melted the whole assembly came close to burning the car up. After repairing that ( 167.91 in parts) the car was over heating found the cooling fan, Water pump and thermostat manifold all need replacement. This car is a lemon and is now going to cost me more in repair bill than I paid for it. I have contacted the dealer several times to no avail. I need helpDesired Settlement: Help me get the car repaired I feel they knew about the underlying transmission issues and took advantage of me not being mechanically inclined.

Business

Response:

To Whom it Concerns, I have read Anna's complaint with Her 2004 VW Beetle. As She made mention in her letter. The car only had 69,291 miles on the odometer. Which is very low miles for any car that Year. The exterior and interior of the VW Beetle was in excellent condition and a local trade. We went well below what the current market price for the vehicle and negotiated a very large discount to help her out with what she had to spend. To her remarks of us knowing about an underlying issue on the transmission and took advantage of her not being mechanically inclined is unacceptable. If that is the case, I would say I was taken advantage of by the Lady who traded it in. Just not a fair statement to make. [redacted] was not forced to make the Purchase nor sign the paperwork. Of which she signed several AS/IS Warranty papers knowing that the vehicle had no warranty. In Addition to that, she was offered an extended warranty that would have probably covered her. Yet, she DECLINED! My goal here is not to help our customer buy one car, but many. I feel terrible that this car is giving her fits. However, by interpations of the Laws of the Commonwealth of Va. We can't assist on paying for repairs. You can reference the recourse of Implied Warranty with such actions. Any future questions reguarding this issue. You can contact Me at ###-###-####.

Review: I paid them 800 dollars to replace the overdrive in my truck the did replace the part but it was not put back together right causing my truck to pop out of gear when in overdrive I went back to them telling them it was not fixed right they wouldn't even drive the truck to see what the problem was and they refused to stand by their service I have taken the truck since then to two different mechanics one being another ford dealer and they agree that this was not repaired correctly I just want what I paid for the overdrive to work correctlyDesired Settlement: I want the overdrive in my truck repaired correctly

Business

Response:

In reference to case [redacted]. The customer came to our service department on 5/7/15 with a 2001 F250 with 244,000 miles. He requested that we install a transmission synchronizer which the customer provided and had diagnosed by another repair facility. During the repair, the technician discovered other worn components that needed replacement internal to the transmission. The service advisor spoke to Mr. [redacted] wife advising her of the additional components that needed attention in the transmission and was also advised about a transmission replacement option. She declined those options. I spoke to Mr. [redacted] on 5/12/15. He stated that he was unhappy with the outcome of the repair that he had diagnosed and provided the part for. I also explained that his wife was advised of the additional components needed. Mr. [redacted] was offered to bring the vehicle back which I offered 1 hour free diagnosis time or that I would remove the transmission again and open it up for inspection of the repair. I explained that if the part was installed improperly we would absorb the labor cost and that if the part was installed correctly, he would be responsible for the labor cost. He indicated that he would advise me of his decision on 5/13/15. We have not heard back from him. Thank you[redacted]Harrisonburg Ford, Inc.