H.T. Maus, Inc.

In response to our above referenced customer, Mr***'s *** *** was first seen by Wayne County *** when he bought out this leaseWe were more than happy to help Mr*** with his buyout and purchase of his Premium Care year, 60,mile Extended WarrantyDuring
Mr***'s visit to Wayne County ***, there was no mention of paint being covered by his warranty***'s Extended Service Plans, ESP's, are designed to help customers with any mechanical breakdownsPlease see this explanation on the attached copy of Mr***'s warranty purchased(#7-What is not covered by this agreement (pg of 10).Our service department went above and beyond for Mr*** by calling *** Motor Company while he was at the dealership and letting him ask them questions concerning his paint issueUnfortunately, it seems that Mr*** is declining the 60/split *** has offered for his repair, which has nothing to do with his warranty*** has a permanent procedure to correct his problem which will only cost him $220.00, as specified by Mr***.Although we have offered to help Mr***, we hope he reconsiders ***'s help in solving his paint issue

[redacted] approached [redacted] with a "no start" concern.  He had already replaced his battery a few times with [redacted] batteries and the "no start" still was happening.  We recommended replacing the battery with a battery from [redacted] that...

would be warranted.  We could not duplicate the concern with a dead battery to begin with.  The [redacted] battery was placed in the vehicle and we found broken wring at the right rear tail lamps which would definitely cause a battery shortage.  After repairing the wiring, we could not duplicate the concern.  We did notice that the seat in the car was pushed forward all the way, leaving it very easy to turn on the headlights in error.  This would cause a draw on the battery and cause any vehicle to have a "no start" overnight concern.  As far as all the other diagnostics done, all came out with no problems found.  A [redacted] engineer will not come to a dealership unless the vehicle is under base warranty, which basicly means if it is a new vehicle.  We feel the concern is preventable by the customer. [redacted] was frustrated, as we would be too, but, when trying to explain what we felt might be the problem, he didn't want to hear it.  We couldn't move forward with the potential solution to his vehicle concern if he wouldn't listen to our findings.  Part of the diagnostics process is to identify the possible large and small fixes, but [redacted] didn't want to hear it.

[redacted] purchased a 2012 Dodge RAM tk from Wayne County Ford on March 21, 2015.  [redacted] was issued a new truck tag at time of delivery which entitles him to 12 months of registration.  March of 2015 thru February 2016 is the 12 months PennDot has as registration coverage...

for this vehicle.  Jimmy, [redacted]'s salesperson, spoke with [redacted] and explained the 12 month registration coverage for his new plate.  Hopefully this response to you will clarify any questionable coverage that [redacted] may have.  Feel free to contact me, Lisa P[redacted], Title Specialist for Wayne County Ford, should any further questions need to be answered.  
Thank you.                 Lisa P[redacted] ###-###-#### ext#[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Again, the best solution [redacted] is able to come up with is to blame the customer and accuse them of leaving the lights on overnight on four separate occasions.  That is ludicrous and an unacceptable response.  If I videotape myself shutting down the vehicle, showing that all the lights have been turned off, and record the car overnight to prove I am not tampering with it, then what is the excuse going to be then?  I can prove through videotape this car has an electrical problem, and I will gladly provide this tape to my attorney.  I want a loaner vehicle for as long as it takes for the car to replicate the issue, which usually takes 1 to 2 weeks to happen.  This is the least [redacted] can do for selling me such an unreliable vehicle.  If [redacted] refuses to do this, I will provide a tape to my lawyer proving the car has an electrical problem.
Regards,
[redacted]

Dear [redacted], Revdex.com,    Our Service Director was helping [redacted] through his repairs, and offers his response.  Please see the attached letter and Repair Order Copies with tech notes and mileage verification.Should you need any further information,...

please feel free to contact me.Thank you.Lisa P[redacted]WAYNE COUNTY FORDATTACHMENT:To whom it may concern,[redacted]'s vehicle was in our Service Department on November 9th 2015.The customers concerns were numerous as well as the repairs needed. Before any work was performed to the vehicle the customer was called and advised that the repairs exceeded the value of the vehicle and that the vehicle was unsafe to drive. The customers response was that it was his only vehicle and he could not afford another vehicle. He asked for a monetary estimate to "just make the vehicle safe" which was given at $1,200-$1,300 minus tires (which were bald). [redacted] said he had snow tires to install on the vehicle once he picked it up. The necessary repairs to make the vehicle safe to drive were performed as the attached receipt states (In the Value of $1,166.57 and at the mileage of 240,565). Over two months later (and with 5,309 more miles) the vehicle came back with a complaint of leaking transmission fluid. Upon inspection our technician found a hole in the side cover on the vehicles transmission. There was also a point of impact where it appeared a rock or some kind of road debris hit the transmission. I went into the waiting room to inform the customer of what we found and to ask him to come into the shop to view the damaged and he declined. The customer feels that the damage to the transmission was caused during the prior visit when the axle on the drivers front was replaced. Our professional opinion is that this was not the case for numerous reasons.1. The vehicle would not have driven 5,389 miles loosing transmission fluid. A transmission is pressurized so any leak (no matter how small) leaks out very fast.2. The side cover on the transmission is a very sturdy piece of metal and even a hammer will not break through it.3. The customer had the vehicle to another repair facility in between visits at our dealership to have tires installed and oil changed.[redacted] is a respected Sales and Service customer at our dealership and in no way shape or form were we planning on causing any heart ship to him. We advised the customer of the condition of the vehicle and extensiveness of the repairs required. We did not refuse to repair the only source of transportation the customer had, rather we repaired the vehicle under the amount of the original estimate. [redacted] requested a loaner vehicle, and one was provided at that time. Attached are copies of both visits [redacted]'s [redacted] had at [redacted] and the work orders were the following issues with the vehicle were noted      1.  Windshield Busted       2. Check Engine Light On        3.  ABS Light On       4. Dash Constantly Beeps       5.  Vehicle is Leaking Oil        6. Vehicle is Leaking Coolant        7. Rocker Panels RottedSincerely, Gregory A.Service Director

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear [redacted], Revdex.com,
    Our Service Director was helping [redacted] through his repairs, and offers his response.  Please see the attached letter and Repair Order Copies with tech notes and mileage verification.
Should you need any...

further information, please feel free to contact me.Thank you.
Lisa P[redacted]
WAYNE COUNTY FORD
ATTACHMENT:
To whom it may concern,[redacted]'s vehicle was in our Service Department on November 9th 2015.The customers concerns were numerous as well as the repairs needed. Before any work was performed to the vehicle the customer was called and advised that the repairs exceeded the value of the vehicle and that the vehicle was unsafe to drive. The customers response was that it was his only vehicle and he could not afford another vehicle. He asked for a monetary estimate to "just make the vehicle safe" which was given at $1,200-$1,300 minus tires (which were bald). [redacted] said he had snow tires to install on the vehicle once he picked it up. The necessary repairs to make the vehicle safe to drive were performed as the attached receipt states (In the Value of $1,166.57 and at the mileage of 240,565). Over two months later (and with 5,309 more miles) the vehicle came back with a complaint of leaking transmission fluid. Upon inspection our technician found a hole in the side cover on the vehicles transmission. There was also a point of impact where it appeared a rock or some kind of road debris hit the transmission. I went into the waiting room to inform the customer of what we found and to ask him to come into the shop to view the damaged and he declined. The customer feels that the damage to the transmission was caused during the prior visit when the axle on the drivers front was replaced. Our professional opinion is that this was not the case for numerous reasons.
1. The vehicle would not have driven 5,389 miles loosing transmission fluid. A transmission is pressurized so any leak (no matter how small) leaks out very fast.
2. The side cover on the transmission is a very sturdy piece of metal and even a hammer will not break through it.
3. The customer had the vehicle to another repair facility in between visits at our dealership to have tires installed and oil changed.
[redacted] is a respected Sales and Service customer at our dealership and in no way shape or form were we planning on causing any heart ship to him. We advised the customer of the condition of the vehicle and extensiveness of the repairs required. We did not refuse to repair the only source of transportation the customer had, rather we repaired the vehicle under the amount of the original estimate. [redacted] requested a loaner vehicle, and one was provided at that time. Attached are copies of both visits [redacted]'s [redacted] had at [redacted] and the work orders were the following issues with the vehicle were noted
      1.  Windshield Busted
      2. Check Engine Light On  
      3.  ABS Light On
      4. Dash Constantly Beeps
      5.  Vehicle is Leaking Oil
       6. Vehicle is Leaking Coolant
       7. Rocker Panels Rotted
Sincerely,
Gregory A.
Service Director

[redacted] purchased a 2012 Dodge RAM tk from Wayne County Ford on March 21, 2015.  [redacted] was issued a new truck tag at time of delivery which entitles him to 12 months of registration.  March of 2015 thru February 2016 is the 12 months PennDot has as registration coverage for...

this vehicle.  Jimmy, [redacted]'s salesperson, spoke with [redacted] and explained the 12 month registration coverage for his new plate.  Hopefully this response to you will clarify any questionable coverage that [redacted] may have.  Feel free to contact me, Lisa P[redacted], Title Specialist for Wayne County Ford, should any further questions need to be answered.  Thank you.                 Lisa P[redacted] ###-###-#### ext#[redacted]

[redacted] understands [redacted] is disgruntled and we are aware that he is still having problems with his vehicle.  We feel we have done everything possible to try and duplicate the concern.  We respectfully reserve our loaner cars for DAILY [redacted] customer use and can't lend [redacted] a vehicle for weeks for a concern we may not be able to duplicate.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I can not hold them accountable for the educations provided to them.  Where I come from there is 365 days in a year.  [redacted] is taught that there is less.  Not sure why this phenomenon exists.  It is my fault for purchasing from Wayne County Ford.  I will educate others as to what to expect.
Regards,
[redacted]

Review: I dropped my vehicle off at Wayne County Ford for service on my a/c unit. [redacted] in service promised to have my vehicle ready in 3 to 4 days. Based on that information I rented a vehicle for a week for $473.69 from [redacted] Car Rental. I rented the vehicle for a week only because [redacted] would have charged me $199.00 a day. So it was more cost effective to take the rental for the week as per [redacted]'s promise to have the vehicle ready in 3 to 4 days. After a week I finally contacted [redacted] to find out about my vehicle and he said that he couldn't figure out the problem. He claimed to have called my cell phone which he did not. There were no messages or missed calls from him. He didn't have the courtesy to call and let me know this within the 3 to 4 day period that he promised. When I went to pick up my vehicle I was charged $79.50 "diagnostics". There was nothing diagnosed. So I didn't need to rent a vehicle because my vehicle just sat a the dealership waiting for [redacted] to pick up the telephone and call me.Desired Settlement: I would like Wayne County Ford to refund the $79.50 "diagnostic fee" since nothing was diagnosed. I also want them to reimburse me for the car rental of $473.69 that I paid [redacted] since there was no need for the rental.

Business

Response:

Revdex.com

Attn: [redacted]

After reviewing the complaint of [redacted] with Wayne County Ford's Service Manager, [redacted], he responds on behalf of Wayne County Ford with this. To fully diagnose the air conditioning issue, the dash would need to be disassembled to complete diagnosis. Along with the a/c concern, the vehicle was brought in for a fuel leak. To fully diagnose this concern, we would need to remove the gas tank to complete diagnosis. [redacted]'s vehicle has 222,799 miles on it and was just at another garage for the same thing and was not properly fixed. We new more in depth repairs would be costly and did not proceed without authorization. [redacted] has had previous service history with [redacted]'s husband and more often than not he opts not to repair the vehicle. **. [redacted] has called [redacted] multiple times over the past few years for numerous estimates on multiple vehicles and does not complete the repairs here at Wayne County Ford.

[redacted] did call and leave a message at what was believed to be [redacted]'s phone. We apologize if the phone the message was left at was not the correct person, but we did not want to incur more time and money at the expense of the customer without permission to do so. Wayne County Ford was unaware that [redacted] was going to [redacted] Rent-a-Car to rent a vehicle. We at Wayne County Ford use [redacted] for our customers and would have been able to get a better rate for the rental. The $79.50 diagnosis fee was the only thing charged to our customer, which is standard procedure, when a customer requests a diagnosis. This fee was to diagnose two issues, not just one. Once again, we did not remove the dashboard or the fuel tank due to previous occurrences where they opt not to do the repairs.

As far as the rental fees, unfortunately the customer would have to take that up with [redacted], being we had nothing to do with nor did we know about the rental. The [redacted]'s have done some business with Wayne County Ford and to help ease their concern, [redacted] has agreed to reimburse the diagnosis fee of $79.50 back to our customer.

Please contact us after speaking to [redacted] so we know the best way to reimburse this fee.

Thank you.

Wayne County Ford

Title Specialist