Initial Business Response /* (1000, 9, 2016/04/07) */
Case ID XXXXXXXX
We have tried to update this case on different occasions and we were not able here at our dealerI also tried from my home computer and I believe I was not successfulI have called your office on two different times and I
was just informed that I could reply to this case by email to you
Regarding Mr***'s vehicle he did come in to our dealer to have clutch replaced and also other work was performedThe clutch replacement was $1,he did call and spoke with one of our service advisor saying that his clutch had a problemWe invited Mr*** to bring his vehicle back so could inspect the clutchHe did bring it back and the technician that replaced his clutch last time was the same one that replaced it this timeAfter inspecting clutch techmade an adjustment and concern was resolve and customer's concern was resolved and had not heard from Mr***I have left a message for Mr*** to bring vehicle back for a clutch diagnosis and we will make things right for himIf there is a problem with clutch parts they are warrantied for years unlimited mileageIf it has to do something with workmanship we will stand behind our workAgain we would like for Mr*** to bring his vehicle in for diagnosis
Thank You
*** ***
*** Ford
Service Manager
XXX-XXX-XXXX ***
Initial Consumer Rebuttal /* (3000, 12, 2016/04/08) */
I have an appointment Monday and we will see if the problem gets resolved, thank you
Final Consumer Response /* (2000, 16, 2016/04/29) */
I am happy to inform you that I picked up the car today after four clutches and it works just fineI have to get used to it again but at least it is fixed, thank you for your time in this matter and I guess you can close the case and I will alert the Bureau Of Automotive Repair alsoHave a great weekend and again thank you for all your help
*** M***
Hello Miriam, Regarding Mrs*** case #12*** customer came in in November with a concern of surging upon acceleration at 149,milesWe performed diagnostics for the concern found throttle body to be defective and no transmission faultReplaced throttle body under Factory Emission PZEV
warrantyVehicle was road tested and repairs were verifiedCustomer returned in January with the concern of surging upon accelerationTechnician road tested vehicle trying to verify customer’s concern and was not able to verify concernWe invited customer for a road test to attempt to verify their concernI went on a road test with customer and verified concern at almost rpmsI did ask customer if that was the way the car was driven on a daily basis because he had to accelerate to rpms to verify concernAfter road test with customer I explained to our technician that he had to drive vehicle the same way customer drives to duplicate concern. Our technician road tested and performed and performed intensive diagnostics and talked to Ford engineering and was able to find a collapsed air intake box behind wheel wale causing air restrictionTechnician that worked on this vehicle is a Senior Ford Master Technician that has been working on Fords since the mid 70s and very highly qualifiedAfter repair were completed vehicle was road tested several occasions and double checked for any codes in the system repairs were verifiedTheir was never any codes for transmission or any faults with transmission at this time The air box repair was covered by Factory PZEV Emission WarrantyVehicle was returned to customer and never heard back until a couple weeks agoCustomer returned July at 163,miles saying vehicle losses power at high rpmsWe performed diagnostics for and found transmission slip 2-bump at stops and a flare 3-on accelerationRecommended transmission replacement due to high mileage and would probably be more cost effective and year warranty with unlimited mile warrantyCustomer declined repair and wanted transmission replaced at no chargeWe spoke with customer several times and offered to work with them on a goodwill discounted price but they declined repairsWe respect customer’s decision but vehicle was correctly diagnosed in November and also in JanuaryWe don’t believe customer would have been driving their vehicle for over 14,miles with a transmission problemWe are willing to work with customer and give them a discount on transmission replacementThank You Robert Quintero Hemborg Ford Service Manager ###-###-#### ex
Hello Ms. Carmona,Regarding the business' response there are several inconsistencies. First, when we brought the car in, the first time, we reported and the business documented (as outlined by their own typed documentation) concerns with the transmission. All subsequent times we brought in the vehicle we continued to complain we thought it was the transmission. These concerns were not documented or tested fully. This most recent time I brought in my vehicle I was told by Matt, the service adviser, that they could not find what was wrong with the vehicle, but since we have come back three times complaining about the same thing, the technician contacted the "800 Ford" number to get further assistance to find out what could be the cause. Mr. Quintero claims on the second visit and after the test drive "intensive diagnostics and talked to Ford engineering" was done. This is inconsistent with what Matt told us as he indicated this was the first time the Business spoke with Ford regarding my car. This was something that was never done in the past. Second, Mr. Quintero claims the concerns were "verified concern at almost 5000 rpms" the second time we brought in the vehicle. This exaggeration is preposterous. As he has access to my records, and so do I the documents indicate concerns at 4500 rpms. Furthermore, Mr. Quintero writes "I did ask customer if that was the way the car was driven on a daily basis because he had to accelerate to 5000 rpms to verify concern." He did not ask my husband that, instead he asked my husband if "he "has to drive it like that" and suggested that he does not accelerate the vehicle in that manner. My husband was so taken aback by this comment that he called me immediately after the test drive. This level of exaggeration is one that I have come to expect when the business is covering up their own mistakes. Another claim Mr. Quintero made was after the second visit my "Vehicle was returned to customer and never heard back until a couple weeks ago." This again is a lie., I have phone documentations that I called the Business two separate occasions within a week after picking up my vehicle the last time in which I spoke with Matt, who told me the "fix needed time to work." I want to reiterate from my previous complaint that I had brought the car in on two separate occasions before complaining about the transmission, again I do not believe the company did their due diligence in inspecting the vehicle fully to ensure that this was not the issue. We again experienced the Business' lack of due diligence this last time we brought the car in. As we picked up the car from its multipoint inspection and oil change the Business had indicated all my lights were in working order. I knew that my passenger rear brake light was out. I asked the service adviser *Rick," I believe) at this time to ensure I was correct that they tested the brake lights and they were all in working condition. He said, "Yes." When my vehicle was brought out I showed him that my brake light was out. I took a picture for documentation with the Business' sign in the background to prove this, as well. The adviser admitted that this was an error and oversight on the Business' behalf. Furthermore, Mr. Quintero shared that the transmission was suggested to be replaced; however, in the multipoint inspection they also suggested two of my tires and front brakes be replaced. This was not relayed to me until I picked up the vehicle. My car has had the brakes done at Ford before with a "lifetime warranty," as such this should have been suggested. I also want to note that I did not decline the replacement of the transmission, but rather the cost of the replacement to be paid by me. In addition, Mr. Quintero claims "We don’t believe customer would have been driving their vehicle for over 14,000 miles with a transmission problem." Nonetheless, I have been driving all this time with the same loss of power issue that I have continually been reporting since I have taken in my car from the beginning and complaining about a possible transmission issue as the Business themselves have documented. In good faith, I would be willing to pay $200, which was my deductible under my previously valid warranty that was in tact when I brought my vehicle in. This is even though I already paid a $200 deductible for the other repairs that were done that did not fix my reported problem on the vehicle. Respectfully,[redacted]
Initial Business Response /* (1000, 9, 2016/04/07) */
Case ID XXXXXXXX
We have tried to update this case on different occasions and we were not able here at our dealerI also tried from my home computer and I believe I was not successfulI have called your office on two different times and I
was just informed that I could reply to this case by email to you
Regarding Mr***'s vehicle he did come in to our dealer to have clutch replaced and also other work was performedThe clutch replacement was $1,he did call and spoke with one of our service advisor saying that his clutch had a problemWe invited Mr*** to bring his vehicle back so could inspect the clutchHe did bring it back and the technician that replaced his clutch last time was the same one that replaced it this timeAfter inspecting clutch techmade an adjustment and concern was resolve and customer's concern was resolved and had not heard from Mr***I have left a message for Mr*** to bring vehicle back for a clutch diagnosis and we will make things right for himIf there is a problem with clutch parts they are warrantied for years unlimited mileageIf it has to do something with workmanship we will stand behind our workAgain we would like for Mr*** to bring his vehicle in for diagnosis
Thank You
*** ***
*** Ford
Service Manager
XXX-XXX-XXXX ***
Initial Consumer Rebuttal /* (3000, 12, 2016/04/08) */
I have an appointment Monday and we will see if the problem gets resolved, thank you
Final Consumer Response /* (2000, 16, 2016/04/29) */
I am happy to inform you that I picked up the car today after four clutches and it works just fineI have to get used to it again but at least it is fixed, thank you for your time in this matter and I guess you can close the case and I will alert the Bureau Of Automotive Repair alsoHave a great weekend and again thank you for all your help
*** M***
Hello Miriam, Regarding Mrs*** case #12*** customer came in in November with a concern of surging upon acceleration at 149,milesWe performed diagnostics for the concern found throttle body to be defective and no transmission faultReplaced throttle body under Factory Emission PZEV
warrantyVehicle was road tested and repairs were verifiedCustomer returned in January with the concern of surging upon accelerationTechnician road tested vehicle trying to verify customer’s concern and was not able to verify concernWe invited customer for a road test to attempt to verify their concernI went on a road test with customer and verified concern at almost rpmsI did ask customer if that was the way the car was driven on a daily basis because he had to accelerate to rpms to verify concernAfter road test with customer I explained to our technician that he had to drive vehicle the same way customer drives to duplicate concern. Our technician road tested and performed and performed intensive diagnostics and talked to Ford engineering and was able to find a collapsed air intake box behind wheel wale causing air restrictionTechnician that worked on this vehicle is a Senior Ford Master Technician that has been working on Fords since the mid 70s and very highly qualifiedAfter repair were completed vehicle was road tested several occasions and double checked for any codes in the system repairs were verifiedTheir was never any codes for transmission or any faults with transmission at this time The air box repair was covered by Factory PZEV Emission WarrantyVehicle was returned to customer and never heard back until a couple weeks agoCustomer returned July at 163,miles saying vehicle losses power at high rpmsWe performed diagnostics for and found transmission slip 2-bump at stops and a flare 3-on accelerationRecommended transmission replacement due to high mileage and would probably be more cost effective and year warranty with unlimited mile warrantyCustomer declined repair and wanted transmission replaced at no chargeWe spoke with customer several times and offered to work with them on a goodwill discounted price but they declined repairsWe respect customer’s decision but vehicle was correctly diagnosed in November and also in JanuaryWe don’t believe customer would have been driving their vehicle for over 14,miles with a transmission problemWe are willing to work with customer and give them a discount on transmission replacementThank You Robert Quintero Hemborg Ford Service Manager ###-###-#### ex
Hello Ms. Carmona,Regarding the business' response there are several inconsistencies. First, when we brought the car in, the first time, we reported and the business documented (as outlined by their own typed documentation) concerns with the transmission. All subsequent times we brought in the vehicle we continued to complain we thought it was the transmission. These concerns were not documented or tested fully. This most recent time I brought in my vehicle I was told by Matt, the service adviser, that they could not find what was wrong with the vehicle, but since we have come back three times complaining about the same thing, the technician contacted the "800 Ford" number to get further assistance to find out what could be the cause. Mr. Quintero claims on the second visit and after the test drive "intensive diagnostics and talked to Ford engineering" was done. This is inconsistent with what Matt told us as he indicated this was the first time the Business spoke with Ford regarding my car. This was something that was never done in the past. Second, Mr. Quintero claims the concerns were "verified concern at almost 5000 rpms" the second time we brought in the vehicle. This exaggeration is preposterous. As he has access to my records, and so do I the documents indicate concerns at 4500 rpms. Furthermore, Mr. Quintero writes "I did ask customer if that was the way the car was driven on a daily basis because he had to accelerate to 5000 rpms to verify concern." He did not ask my husband that, instead he asked my husband if "he "has to drive it like that" and suggested that he does not accelerate the vehicle in that manner. My husband was so taken aback by this comment that he called me immediately after the test drive. This level of exaggeration is one that I have come to expect when the business is covering up their own mistakes. Another claim Mr. Quintero made was after the second visit my "Vehicle was returned to customer and never heard back until a couple weeks ago." This again is a lie., I have phone documentations that I called the Business two separate occasions within a week after picking up my vehicle the last time in which I spoke with Matt, who told me the "fix needed time to work." I want to reiterate from my previous complaint that I had brought the car in on two separate occasions before complaining about the transmission, again I do not believe the company did their due diligence in inspecting the vehicle fully to ensure that this was not the issue. We again experienced the Business' lack of due diligence this last time we brought the car in. As we picked up the car from its multipoint inspection and oil change the Business had indicated all my lights were in working order. I knew that my passenger rear brake light was out. I asked the service adviser *Rick," I believe) at this time to ensure I was correct that they tested the brake lights and they were all in working condition. He said, "Yes." When my vehicle was brought out I showed him that my brake light was out. I took a picture for documentation with the Business' sign in the background to prove this, as well. The adviser admitted that this was an error and oversight on the Business' behalf. Furthermore, Mr. Quintero shared that the transmission was suggested to be replaced; however, in the multipoint inspection they also suggested two of my tires and front brakes be replaced. This was not relayed to me until I picked up the vehicle. My car has had the brakes done at Ford before with a "lifetime warranty," as such this should have been suggested. I also want to note that I did not decline the replacement of the transmission, but rather the cost of the replacement to be paid by me. In addition, Mr. Quintero claims "We don’t believe customer would have been driving their vehicle for over 14,000 miles with a transmission problem." Nonetheless, I have been driving all this time with the same loss of power issue that I have continually been reporting since I have taken in my car from the beginning and complaining about a possible transmission issue as the Business themselves have documented. In good faith, I would be willing to pay $200, which was my deductible under my previously valid warranty that was in tact when I brought my vehicle in. This is even though I already paid a $200 deductible for the other repairs that were done that did not fix my reported problem on the vehicle. Respectfully,[redacted]