John Kennedy Ford Lincoln Mercury

August 13th, To Whom It May Concern, Regarding case ID# [redacted] Upon reviewing the customers request, we be Issuing a refund o next business daysDebbie W Service Manager

This is acknowledgement that [redacted] has been traded out of her car and the matter has been resolved Thank you, target="_blank" B [redacted] @ John Kennedy Ford

July 21, To Whom It May Concern:In response to complaint ID# ***We sympathize that our customer has experienced an unfortunate complication with his JaguarOn the visit to our facility we were informed that the vehicle was experiencing a coolant leak and that he had to
add coolant several timesUpon receipt of the vehicle, we pressure tested the cooling system and inspected all areas of the cooling systemWe immediately found coolant leaking from the front of the plastic thermostat housingAt that point, is when we contacted the customer with the estimate to replace the thermostat housing and necessary attaching hosesWe explained what we had found and secured the authorization for the $repairWe ordered and installed the parts the following dayAfter the installation, the coolant was filled and the cooling system was re-pressure tested and system held pressure at psiAt that time, the cooling System was rechecked and the vehicle was road testedThere were not any signs of overheating or loss of coolantThis repair was performed by a Ford Certified technician with over 20+ years experience.It is not uncommon for any vehicle of this age and mileage to have compounded cooling system issuesIn our experience, many times when one area of a cooling system leaks and the leak is sealed and the system is pressurized, another area of the cooling system may begin to leakUnfortunately, this is what it appears has happened to the Jaguar.After closely reviewing the facts in this case, we stand behind our observation, diagnosis and repair that was completed and decline the request for a refund.Thank you for the opportunity to submit a response.Regards, Debbie W*** Service Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
upon payment for the service, the car did not even make it miles before it became obvious it was not repaired. I don't dispute that they replaced the thermostat housing; unfortunately, it was not the problem, as evidenced by continued coolant loss that wouldn't even allow me to drive it back from the airport for them to look at again (it had to be taken to a *** dealer, which was closer, that found the problem almost immediately). The car exhibited the same loss of coolant after the repair as before; it was resolved after the water pump was replaced at The *** *** *** dealership. That the mechanic has 20 years of service is irrelevant to the issue at hand; he didn't fix the underlying problem
Regards,
*** ***

This is acknowledgement that [redacted] has been traded out of her car and the matter has been resolved
Thank you,
target="_blank" "">B[redacted] @ John Kennedy Ford

August 13th, 2014
To Whom It May Concern,
Regarding case ID# [redacted]. Upon reviewing the customers request, we be Issuing a refund o next 10 business days.
Debbie W
Service Manager

Review: My 2002 [redacted]-type was taken to this repair shop because is was losing excessive amounts of coolant. The shop admitted having trouble diagnosing the problem, and after several days informed me the thermostat housing was cracked and leaking. They indicated replacement would solve the problem. After replacing the housing, I picked the car up, and drove it to [redacted] Airport for a business trip. Upon my return, I checked the coolant level, which was almost empty. Given the location of the car, I took it to an authorized [redacted] dealer ([redacted]), which diagnosed the problem as a bad water pump, which they replaced. This was the correct diagnosis. I spoke with Debbie W[redacted], the Service Manager, about the issue in person, and provided her with a copy of the repair order from The [redacted]. She indicated she would get back to me about returning some of the funds paid for the work at her shop. After a week went by, I left Ms. W[redacted] a VM asking for a call back, which I have not yet received.Desired Settlement: I'm seeking a partial refund. Given that parts were replaced on the car and that I benefit from those parts (and wouldn't want them removed), I feel it appropriate that I cover the cost of the parts, and the dealership refund the labor, since the repair was unnecessary and misdiagnosed. Total labor charges were $380.00; total parts were $222.87, tax was $36.17. I'd like $402.80 returned (labor + tax on the labor).

Business

Response:

July 21, 2014To Whom It May Concern:In response to complaint ID# [redacted]. We sympathize that our customer has experienced an unfortunate complication with his 2002 Jaguar. On the visit to our facility we were informed that the vehicle was experiencing a coolant leak and that he had to add coolant several times. Upon receipt of the vehicle, we pressure tested the cooling system and inspected all areas of the cooling system. We immediately found coolant leaking from the front of the plastic thermostat housing. At that point, is when we contacted the customer with the estimate to replace the thermostat housing and necessary attaching hoses. We explained what we had found and secured the authorization for the $600.00 repair. We ordered and installed the parts the following day. After the installation, the coolant was filled and the cooling system was re-pressure tested and system held pressure at 16 psi. At that time, the cooling System was rechecked and the vehicle was road tested. There were not any signs of overheating or loss of coolant. This repair was performed by a Ford Certified technician with over 20+ years experience.It is not uncommon for any vehicle of this age and mileage to have compounded cooling system issues. In our experience, many times when one area of a cooling system leaks and the leak is sealed and the system is pressurized, another area of the cooling system may begin to leak. Unfortunately, this is what it appears has happened to the 2002 Jaguar.After closely reviewing the facts in this case, we stand behind our observation, diagnosis and repair that was completed and decline the request for a refund.Thank you for the opportunity to submit a response.Regards, Debbie W[redacted] Service Manager

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:upon payment for the service, the car did not even make it 75 miles before it became obvious it was not repaired. I don't dispute that they replaced the thermostat housing; unfortunately, it was not the problem, as evidenced by continued coolant loss that wouldn't even allow me to drive it back from the airport for them to look at again (it had to be taken to a [redacted] dealer, which was closer, that found the problem almost immediately). The car exhibited the same loss of coolant after the repair as before; it was resolved after the water pump was replaced at The [redacted] dealership. That the mechanic has 20 years of service is irrelevant to the issue at hand; he didn't fix the underlying problem.

Regards,

Business

Response:

August 13th, 2014To Whom It May Concern,Regarding case ID# [redacted]. Upon reviewing the customers request, we be Issuing a refund o next 10 business days.Debbie WService Manager