Initial Business Response /* (1000, 5, 2017/08/04) */
In response to you're letter RE: [redacted]. Mister [redacted] called about 9am Monday morning about bringing his 2005 Ford Freestyle van in to be worked on, his complaint was he bad had trouble codes read somewhere the code...
was a misfire code, be researched it on U tube and changed spark plugs and ignition coil for cylinder # 3, and after he was done the vehicle ran worse, I told him if he could drop it right away we could check it today .He said he was on his way. He showed up after 11 a.m. we were still able to get it in and diagnose it by 2:30 p.m, He had eight trouble codes in memory when it was checked six unrelated to the misfire code he was trying to fix. The intake manifold has to be removed to change rear plugs and coil. We found through extensive checking multiple vacuum leaks under and behind intake manifold. It also had E.G.R performance codes. I called and told Mr. [redacted] we would have to remove the intake to check leaks and replace gaskets and while we had it oft; we would check the E.G.R. It turned out he did not change the gasket/seals when he took the intake off, a vacuum line at rear of intakes retainer was broken, the E.G.R was not plugged in most of the bolts were loose, throttle body snorkel clamps were not tightened .We were able to get all this done by closing time but the E.G .R was still not working, he needed a new one. It had to be ordered for the next day .I called and told him this and he said to do it. We replaced the E.G.R the next day when the part came in. We had given him a rough idea of cost and he said just keep it as cheap as possible and also wanted us to replace an air conditioning scroll valve on the compressor that he had bought after another research on U tube but could not do without evacuating and recharging system. There was almost no Freon in system when it was evacuated 3 oz. Things started going down hill when I walked by my service writer and he was asking some one on the phone to please quit screaming at him. It was noon the van was done but on the A,C machine being recharged. He was very upset that his van was not done, and we had had it since yesterday .The work was done quickly and at a very fair price. When he came in to pick it up he walked through the door yelling. WE had customers in the waiting room that were horrified at the aggressive way he treated the service writer. He said he wanted to take it for a test ride before paying for it. The service writer told him that was not possible but our work was guaranteed. He slammed the credit card down on the counter and demanded his keys or he would call the police. The credit card was still being processed when he told his wife to call the police. He left before the police arrived. He called within the hour and said we put a used E.G.R valve on, it was rusty, We told him he was wrong and we had his old one he was not looking at the right part. He called the next day and apologized to the service writer and asked to talk to the boss. When I picked up the phone he told me this was my last chance to take care of the charge of putting a used part on. I told him he should take it to another shop because he would not believe me anyway and did not want him back at my shop _I've been in business at this location for over thirty years most of my business comes from word of mouth why would I do something so ridiculous? As far as resolving the issue I have his old valve and a receipt for the new one. I will not deal with person again but would deal with an impartial party like another professional shop.
Initial Business Response /* (1000, 5, 2017/08/04) */
In response to you're letter RE: [redacted]. Mister [redacted] called about 9am Monday morning about bringing his 2005 Ford Freestyle van in to be worked on, his complaint was he bad had trouble codes read somewhere the code...
was a misfire code, be researched it on U tube and changed spark plugs and ignition coil for cylinder # 3, and after he was done the vehicle ran worse, I told him if he could drop it right away we could check it today .He said he was on his way. He showed up after 11 a.m. we were still able to get it in and diagnose it by 2:30 p.m, He had eight trouble codes in memory when it was checked six unrelated to the misfire code he was trying to fix. The intake manifold has to be removed to change rear plugs and coil. We found through extensive checking multiple vacuum leaks under and behind intake manifold. It also had E.G.R performance codes. I called and told Mr. [redacted] we would have to remove the intake to check leaks and replace gaskets and while we had it oft; we would check the E.G.R. It turned out he did not change the gasket/seals when he took the intake off, a vacuum line at rear of intakes retainer was broken, the E.G.R was not plugged in most of the bolts were loose, throttle body snorkel clamps were not tightened .We were able to get all this done by closing time but the E.G .R was still not working, he needed a new one. It had to be ordered for the next day .I called and told him this and he said to do it. We replaced the E.G.R the next day when the part came in. We had given him a rough idea of cost and he said just keep it as cheap as possible and also wanted us to replace an air conditioning scroll valve on the compressor that he had bought after another research on U tube but could not do without evacuating and recharging system. There was almost no Freon in system when it was evacuated 3 oz. Things started going down hill when I walked by my service writer and he was asking some one on the phone to please quit screaming at him. It was noon the van was done but on the A,C machine being recharged. He was very upset that his van was not done, and we had had it since yesterday .The work was done quickly and at a very fair price. When he came in to pick it up he walked through the door yelling. WE had customers in the waiting room that were horrified at the aggressive way he treated the service writer. He said he wanted to take it for a test ride before paying for it. The service writer told him that was not possible but our work was guaranteed. He slammed the credit card down on the counter and demanded his keys or he would call the police. The credit card was still being processed when he told his wife to call the police. He left before the police arrived. He called within the hour and said we put a used E.G.R valve on, it was rusty, We told him he was wrong and we had his old one he was not looking at the right part. He called the next day and apologized to the service writer and asked to talk to the boss. When I picked up the phone he told me this was my last chance to take care of the charge of putting a used part on. I told him he should take it to another shop because he would not believe me anyway and did not want him back at my shop _I've been in business at this location for over thirty years most of my business comes from word of mouth why would I do something so ridiculous? As far as resolving the issue I have his old valve and a receipt for the new one. I will not deal with person again but would deal with an impartial party like another professional shop.