Upon investigation of the complaint, we share the customers frustrationHowever, we do not believe that the communication expressed in the complaint is entirely accurateFirst of all, we have a signed repair order authorizing the work to be completed in accordance with the Ford repair manualAs an authorized Ford dealer, we complete repairs as requested by our customersHowever, many times when we find a vehicle that has extenuating circumstances, we will not agree to repair the carAs hindsight is twenty-twenty, the owner of this vehicle may share that visionUpon further investigation of the vehicle, we have found that the car has five automobile accidents and is on its fourth ownership We trust that each time the vehicle was repaired, it was done so with original equipment new Ford parts However, since we were not a party to any of the historical repairs, we are mainly guessingWe stand by our repair history on the vehicle Mark B [redacted] President [redacted]
Complaint: [redacted] I am rejecting this response because: MrB [redacted] It is obvious that does not want to make any efforts to resolve this based on your communication to change the outcome of this lost opportunity.First I'll ask that you take a minute to practice a customer service fundamental and LISTENIn this case, read and comprehendI have expressed that my husband is currently deployedThis and the fact that I am handling our daily responsibilities as single parent, are keys to why I was stressed about this situationOf course, no one picked up this trigger because no one was interested in practicing good customer service and listening to the customerInstead you chose to laugh and lie at my situationIt seems you must have forgotten that because it wasn't mentioned in your previous correspondence.It must have also slipped your mind that I was given a diagnosis on the vehicle status, which was wrong, twice and I paid for the initial repair that did not resolve the same issue on the vehicle.I pursued a second opinion and was given the correct diagnosis and had it repaired for a third of what you quoted.It is simple, I now have associated the name Ford with the negative feelings you and your staff have perpetuated and the failed service provided that could have been easily remedied had someone taken the time listen and understand the situation.This has created such a disassociation with the name Ford that I sold the vehicle days later and bought a new car of a different makeI also have two relatives who were looking to buy a Ford truck and have since changed their mind.That is two lost sales you can chalk up to this lack of true customer service.Needless to say, we will no longer need to communicate because I will never again do business with or own another Ford product.It would be appreciated if Honolulu Ford would recognize and own their mistake and refund the initial cost of the work done on my vehicle that did not repair the problem.At least you can save face.Ms [redacted] Sincerely, [redacted]
Hi ***, [redacted] brought her Ford Fiesta in on September 25, for a check engine light being onTechnician performed diagnostics and found the cannister purge valve faulty(leaking)Technician replaced the purge valve and cleared the fault, test drove vehicle, and recheckedThe check engine light never came back on and engine ran fine after the repairsCustomer came back in on October 2, for the ***e problem, but we did not verify the customers complaint [redacted] received a letter from Ford about clutch shuddering for the type of transmission that she has in her Fiesta but it does not pertain to the problem she had with the check engine lightThe letter that she received was for a warranty extension for the clutches and seals for the transmission(years 100,miles) and that letter is not a recall, just a customer satisfaction notificationPlease let me know if you need more info Thanks ***
Honolulu Ford has an additional part on order, and will notify the customer when the part arrivesIf the [redacted] family is unhappy with the performance of the vehcile, Honolulu Ford is happy to purchase the vehicle
Aloha ***, My Team and I have addressed these issues with the customer over the phone and in personI assured him that we will work with Ford Motor Company on repairing any issues that are repairableI also mentioned to him that if has any issues that I cannot resolve we can help him contact Ford Motor Company and Ford Motor Credit customer service to help him resolve his concerns outside of my jurisdictionI am available Monday through Saturday 8:30am to 7:00pmPlease direct him to me and I will attempt to resolve his issuesThank you
Complaint: [redacted] I am rejecting this response because: Upon closer inspection and review of the repair process we have discovered that a $part was removed and replaced with a dysfunctional one Kyle pointed out a problem that did not previously exist and was not part of the complaint It was this part which caused the engine light to constantly glow after picking up the vehicle from the Ford sERVICE LOCATION bY REMOVING OUR GOOD AND WORKING CATALYTIC CONVERTOR AND REPLACING IT WITH AN OLD ONE YOUR DEALERSHIP CAUSED THE ENGINE WHICH YOU FAILED TO ADDRESS DURING MAINTENANCE TO FAIL oBVIOUSLY, THIS WAS DONE IN in retaliation for our challenging of the mechanic's expertise in replacing recently replaced tie-rod ends and ASKING FOR THE OLD PARTS wE ARE AMENDING OUR COMPLAINT TO INCLUDE THIS CHARGE AND SEE THIS AS A CRIMINAL ACT iF YOU DON'T WISH TO SETTLE WE WILL TAKE THIS MATTER TO THE POLICE wE NOW HAVE A BROKEN CAR AFTER PAYING YOU $TO REPLACE THE DRIVE SHAFTS, THE MOTOR MOUNT, A HEATER HOSE (NOT AUTHORIZED), AND A BUNCH OF MADE UP WORK THAT DID NOT ADDRESS THE ORIGINAL COMPLAINT THAT THE ENGINE WAS RUNNING ROUGH, LEAKING OIL, AND TEMPERATURE GAUGE SHOWED A HEIGHTENED ENGINE TEMPERATURE DURING HEAVY TRAFFIC THAT WAS NOT BEING ADDRESSED BY THE ELECTRIC FANS ON THE RADIATOR wE ARE WILLING TO SETTLE FOR A NEW CATALYTIC CONVERTOR AND REBUILT ENGINE OR A REASONABLE USED REPLACEMENT VEHICLE OF THE SAME AGE AND MILEAGE tHE EVIDENCE IS CLEAR THAT THE CONVERTER WAS REPLACED DURING THE SERVICE Sincerely, [redacted] ***
Aloha ***,In response to the complaint made by Ms [redacted] , I have had a difficult time trying to decipher some of her allegationsBut I would like to offer her another visit to our facility to complete the repairThe last time we attempted to repair the door she declined to finish the repair that was covered under warranty, and no expense to herWe clearly understand that this is a safety issue and wanted to address it in a timely fashionWe do have many safety concerns on a daily basis and try to address them as effectively as possiblePlease have her call me or Sam B [redacted] , my Service Director, at her earliest convenience.Mahalo,Danny A***General Manager
Complaint: [redacted] I am rejecting this response because:Dear Revdex.com:While I appreciate your agency's effort intervening with satisfying my complaint, I must admit the response Ford has provided illustrates their inability to provide adequate customer service demonstrates how "misaligned" they are from Ford's vision.I was able to bring my car into service in December and received the needed follow up care for my automobileHowever there were some issues I encountered such as my car paint was scratch having me to bring my car back (yet again taking time off from work), and I experienced an issue with the [redacted] Car Rental unable to release their charges on my personal charge card because their calls to Ford to verify my loaner were never returnedAccording to [redacted] Car Rental they had callednumerous times and received no return calls having [redacted] to deal with angry Ford customers.The 'message from Ford' demonstrates the obvious misinterpretation between their ability to take accountability for their service and my car's perfomiance Their callous attitude that I can turn in my car misses the concerns I have entirely! Certainly if Ford reimburses me for the price I initially paid I wouldgladly tum in my car!Again, thank you for your assistance in my matter.Unfortunately Ford needs to learn what Aloha actually means.Sincerely, [redacted] ***
Hello, My name is Sam B [redacted] , Service Manager The last time I spoke with Mrs [redacted] , I asked her to bring the vehicle back in so we could re-check the problem she was having with vehicleI told her there would not be a charge for a re-check I spoke to her again a few days later with my General Manager and again ask her to bring her vehicle back in but she said that she already took it somewhere else and got it fixed and just wanted her money backMrs [redacted] is more than welcome to call Ford Motor company customer relations and ask if there was any other way we could of handled the situationPlease contact me if you have anymore questionsThank you Sam B [redacted]
Hello, My name is Sam B [redacted] , Service managerI spoke to [redacted] last week and I explained to him that I can't just refund his money without rechecking why the airbag light is on(note: airbag light on not the seatbelt light)I also explained that our comeback process is that the technician has to recheck for faults in the system and determine if the new parts that was installed are defective or possibly other defective airbag componentsI also mentioned that there is no charge for rechecking the vehicle again but [redacted] declined and insisted that we refund his moneyPlease email or call me if there's any other questionsThanks Sam B [redacted]
On behalf of Honolulu Ford we would like to apologize for not handeling this manner in a more timely fashion It's unfortunate that the cancellation process on extended warranties are such a time consuming process However, this is no excuse The fact of the matter is that a check was cut and mailed in April of for the full amount to refund the customer The mistake falls on usAfter researching and realizing the check was never cashed by the customer we can only assume it was never received by the customer There was no follow up due to the fact we assumed everything was taken care of It's unfortunate that this happened and we are correcting the process on how we follow up in the future Today (06-30-15), I spoke with the customer and informed him we have issued another check for the full refund amount We even offered to "hand - deliver" the refund in person to rectify the situation and the customer seemed receptive and was satisified.Jason S [redacted] Finance Director Honolulu Ford
Aloha,
I will look into your vehicle history and of course answer the challenges. To communicate properly on your experience, please contact me directly to arrange a time to visit in person. As the owner, I have the final responsibility
Mrs***,
I'm sorry that you feel this way but we tried to get your vehicle back in so we could recheck the problem you were havingI can't really do anything at this point if you sold the vehicleThanks
Sam B***
Mr*** came to Honolulu *** fr the recall 15s21. He also wanted a quote on a few trim pieces, brakes and the d/s headlamp. Valerie, his service advisor, gave him an estimate to replace the headlamp and explained it would have to be pre-paid and ordered. When the
headlamp arrived she called and set him up an appointment for installationWhen he arrived the morning of 6/8/he described a tapping sound from the dash area that was allegedly not there before we performed the recall. Valerie showed him the exact form that is attached here explaining the technical procedure for the recall. The recall performed has nothing to do with any a/c components or removing the dash, she also showed him the warranty history of the vehicle on *** *** ***'s website where other blend door actuator's were replaced. The tapping sound from behind the dash is a common concern with ***s. There are about 10-doors with actuator's that open and close to re-direct the air flow. Valerie simply explained this to Mr*** and made him aware that the recall procedure could not have possibly damaged an actuator that it was most likely 'coincidental'. Regarding the core-charge for Mr*** headlamp: when he returned to the dealership @ 5:pick up his car he asked Valerie where the old part was. She explained to him that unless the customer requested the old part we did not return it. He then showed her texts on his phone requesting the old part and verified on Valerie's phone the texts were never received. Valerie went into the shop to see if the part had been discarded by the janitors and offered MrJefferies to return the next morning to get the old partOn the following day, Valerie was informed by the parts department that the old headlamp had a 'core charge' was in a box and ready to be returned to ***. She then asked the parts manager to hold the part for the customer. A core charge is charged on many parts including batteries, alternators, starter's etc. We had to collect the core charge from Mr***. He returned on 6/11/paid the core charge and was given the inoperable light
We are reaching out to the Revdex.com to provide direction for this customerOnce we have the Revdex.com's involvement, we are certain that we can find common ground!
Aloha ***,
We are very compassionate and are concerned with any customer that has health issuesUnfortunately this customer falsified an application distributed by Federally Insured Lending InstitutionsTherefore, we incurred usage costs on the vehicle that was purchased under
pretenses (driven for over days) , not to mention credit bureau, submission fees, and dealership costsWe are willing to discuss the matter further with the customer and explain the current ramifications incurred by falsifying Federal DocumentsMahalo,
Danny A***
General Manager
Honolulu Ford Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.On June and July 01, there was outstanding customer service in the
form of phone call updates notifying me of what was happening and that
the check would be hand delivered. The refund check was hand delivered on July and deposited on July 02. This issue has been resolved.Thank you for your support!Mahalo nui loa,
*** ***
I do not have the paperwork on the replaced gas cap. It was lostI apologize for not being able to provide you with the documentation you requested for your gas cap
replacementWe went ahead and bought a brand new gas cap for your *** ***I will have it at the reception desk
in our showroom to pick up at your convenience
Complaint: ***
I am rejecting this response because:
First of all, *** *** did not bring the car inHer name is on the registration, that is allI'm the one that's paying the car bills and taking off work to bring the car in for serviceI'm the one that's been trying to contact ford and speak to someone that can helpIt seems as though Ford has a hard time getting that basic info correct.
My name is *** *** and I have been the one that's been bringing the car in for service and been trying to contact service manager *** ***All I got was the silent treatment from Honolulu Ford.
I spoke to *** weeks after my last visit over the phone, after leaving countless messages for him to return my calls.
When he finally spoke me to me, he said he'll check with his service managers and get back to meI've never heard back from him sinceThis Revdex.com response was the first response in months.
On Sept 11, I brought my car in for service, NOT Sept 25, Mr*** has stated in his response.
- Sept 25th was when Ford finally got done changing that supposed broken valve on my car, the day I picked it up from Honolulu Ford.
- Like I said earlier, they have a time properly documenting facts and info.
I've spoken to service advisor *** days prior to that visit and had mentioned to her that I received the Ford letter and wanted to bring the car in because I suspected that the check engine light and the choking and jerking/stalling of the car was due to what the letter has mentioned- She said to bring in the letter and carThen I was told that I would have to pay because they found something that was not going to be covered in the letter.
- When I asked if changing this valve would solve the problems of the car shaking and jerking/coughing for air, *** responded to me saying "Yes, this part is causing the check engine light to illuminate and the 'choking' out concern. The total estimate is $450".
- I can provide the email in which she has stated the above claims.
- She has also has made statements over the phone as well that the car's shuddering and shaking is due to the valve being cracked and the car not getting enough air/power.
- *** was the very person that told me on the phone that I should bring that letter in when I drop the car offWhen I tried to hand her the paper, she didnt even look up from her clipboard and simply said "you can hold on to that honey, I don't need it, I have it written down"I called and emailed *** again when the car's shaking and jerking continued after serviceI also mentioned that the check engine light appeared againI was told to bring my car back again and was promised that if I drop it off before they open at 7:00am, that the techs would look at it and diagnose it no later than 9amOn Oct 2, 2014: I brought my car back in the 2nd time, advisor *** was the one that received it- By 2:30pm no one looked at my car until I called again.
- Then *** tells me their "best" service tech looked at it, drove it around and SURPRISE, concluded that my car's engine computer/transmission computer etc needed to be "reprogrammed and recalibrated", and that "should fix the car's engine jerking" etcSo basically *** told me his skilled tech had suggested the kind of service I needed to get completed, was what was listed on that factory letter - exactly what I wanted done in the first place.
If they had done what was requested in the first place, this Revdex.com complaint wouldn't have happened.
I wouldn't have lost out on $AND ended up with a car that still has the ***e problems as it did when I initially brought it in for serviceIn fact, the loud noises and shuddering or choking engine was worse and louder AFTER I had got my back back from them.
I'm not asking for anything else but a refund of $I'd rather take my car to a reputable and honest service tech/company that can get the car fixed properly.
Stop lying Honolulu FordYour negative reviews on Yelp and past Revdex.com complaints are proof of the poor and dishonest service you've been dishing out to your clients.
Sincerely, *** *
As we strive to make sure all our customers are taken care of we have reached out to [redacted] to ensure the customers concern have been addressed. The deposit from [redacted] has been returned and the vehicle is completed repaired. As per our conversation with our customer on Feb 13 he has been satisfied. We as a dealership that takes customer service extremely important do apologize for any inconvenience the customer has endured.
Thank You
[redacted]
Upon investigation of the complaint, we share the customers frustrationHowever, we do not believe that the communication expressed in the complaint is entirely accurateFirst of all, we have a signed repair order authorizing the work to be completed in accordance with the Ford repair manualAs an authorized Ford dealer, we complete repairs as requested by our customersHowever, many times when we find a vehicle that has extenuating circumstances, we will not agree to repair the carAs hindsight is twenty-twenty, the owner of this vehicle may share that visionUpon further investigation of the vehicle, we have found that the car has five automobile accidents and is on its fourth ownership We trust that each time the vehicle was repaired, it was done so with original equipment new Ford parts However, since we were not a party to any of the historical repairs, we are mainly guessingWe stand by our repair history on the vehicle Mark B [redacted] President [redacted]
Complaint: [redacted] I am rejecting this response because: MrB [redacted] It is obvious that does not want to make any efforts to resolve this based on your communication to change the outcome of this lost opportunity.First I'll ask that you take a minute to practice a customer service fundamental and LISTENIn this case, read and comprehendI have expressed that my husband is currently deployedThis and the fact that I am handling our daily responsibilities as single parent, are keys to why I was stressed about this situationOf course, no one picked up this trigger because no one was interested in practicing good customer service and listening to the customerInstead you chose to laugh and lie at my situationIt seems you must have forgotten that because it wasn't mentioned in your previous correspondence.It must have also slipped your mind that I was given a diagnosis on the vehicle status, which was wrong, twice and I paid for the initial repair that did not resolve the same issue on the vehicle.I pursued a second opinion and was given the correct diagnosis and had it repaired for a third of what you quoted.It is simple, I now have associated the name Ford with the negative feelings you and your staff have perpetuated and the failed service provided that could have been easily remedied had someone taken the time listen and understand the situation.This has created such a disassociation with the name Ford that I sold the vehicle days later and bought a new car of a different makeI also have two relatives who were looking to buy a Ford truck and have since changed their mind.That is two lost sales you can chalk up to this lack of true customer service.Needless to say, we will no longer need to communicate because I will never again do business with or own another Ford product.It would be appreciated if Honolulu Ford would recognize and own their mistake and refund the initial cost of the work done on my vehicle that did not repair the problem.At least you can save face.Ms [redacted] Sincerely, [redacted]
Hi ***, [redacted] brought her Ford Fiesta in on September 25, for a check engine light being onTechnician performed diagnostics and found the cannister purge valve faulty(leaking)Technician replaced the purge valve and cleared the fault, test drove vehicle, and recheckedThe check engine light never came back on and engine ran fine after the repairsCustomer came back in on October 2, for the ***e problem, but we did not verify the customers complaint [redacted] received a letter from Ford about clutch shuddering for the type of transmission that she has in her Fiesta but it does not pertain to the problem she had with the check engine lightThe letter that she received was for a warranty extension for the clutches and seals for the transmission(years 100,miles) and that letter is not a recall, just a customer satisfaction notificationPlease let me know if you need more info Thanks ***
Honolulu Ford has an additional part on order, and will notify the customer when the part arrivesIf the [redacted] family is unhappy with the performance of the vehcile, Honolulu Ford is happy to purchase the vehicle
Aloha ***, My Team and I have addressed these issues with the customer over the phone and in personI assured him that we will work with Ford Motor Company on repairing any issues that are repairableI also mentioned to him that if has any issues that I cannot resolve we can help him contact Ford Motor Company and Ford Motor Credit customer service to help him resolve his concerns outside of my jurisdictionI am available Monday through Saturday 8:30am to 7:00pmPlease direct him to me and I will attempt to resolve his issuesThank you
Complaint: [redacted] I am rejecting this response because: Upon closer inspection and review of the repair process we have discovered that a $part was removed and replaced with a dysfunctional one Kyle pointed out a problem that did not previously exist and was not part of the complaint It was this part which caused the engine light to constantly glow after picking up the vehicle from the Ford sERVICE LOCATION bY REMOVING OUR GOOD AND WORKING CATALYTIC CONVERTOR AND REPLACING IT WITH AN OLD ONE YOUR DEALERSHIP CAUSED THE ENGINE WHICH YOU FAILED TO ADDRESS DURING MAINTENANCE TO FAIL oBVIOUSLY, THIS WAS DONE IN in retaliation for our challenging of the mechanic's expertise in replacing recently replaced tie-rod ends and ASKING FOR THE OLD PARTS wE ARE AMENDING OUR COMPLAINT TO INCLUDE THIS CHARGE AND SEE THIS AS A CRIMINAL ACT iF YOU DON'T WISH TO SETTLE WE WILL TAKE THIS MATTER TO THE POLICE wE NOW HAVE A BROKEN CAR AFTER PAYING YOU $TO REPLACE THE DRIVE SHAFTS, THE MOTOR MOUNT, A HEATER HOSE (NOT AUTHORIZED), AND A BUNCH OF MADE UP WORK THAT DID NOT ADDRESS THE ORIGINAL COMPLAINT THAT THE ENGINE WAS RUNNING ROUGH, LEAKING OIL, AND TEMPERATURE GAUGE SHOWED A HEIGHTENED ENGINE TEMPERATURE DURING HEAVY TRAFFIC THAT WAS NOT BEING ADDRESSED BY THE ELECTRIC FANS ON THE RADIATOR wE ARE WILLING TO SETTLE FOR A NEW CATALYTIC CONVERTOR AND REBUILT ENGINE OR A REASONABLE USED REPLACEMENT VEHICLE OF THE SAME AGE AND MILEAGE tHE EVIDENCE IS CLEAR THAT THE CONVERTER WAS REPLACED DURING THE SERVICE Sincerely, [redacted] ***
Aloha ***,In response to the complaint made by Ms [redacted] , I have had a difficult time trying to decipher some of her allegationsBut I would like to offer her another visit to our facility to complete the repairThe last time we attempted to repair the door she declined to finish the repair that was covered under warranty, and no expense to herWe clearly understand that this is a safety issue and wanted to address it in a timely fashionWe do have many safety concerns on a daily basis and try to address them as effectively as possiblePlease have her call me or Sam B [redacted] , my Service Director, at her earliest convenience.Mahalo,Danny A***General Manager
Complaint: [redacted] I am rejecting this response because:Dear Revdex.com:While I appreciate your agency's effort intervening with satisfying my complaint, I must admit the response Ford has provided illustrates their inability to provide adequate customer service demonstrates how "misaligned" they are from Ford's vision.I was able to bring my car into service in December and received the needed follow up care for my automobileHowever there were some issues I encountered such as my car paint was scratch having me to bring my car back (yet again taking time off from work), and I experienced an issue with the [redacted] Car Rental unable to release their charges on my personal charge card because their calls to Ford to verify my loaner were never returnedAccording to [redacted] Car Rental they had callednumerous times and received no return calls having [redacted] to deal with angry Ford customers.The 'message from Ford' demonstrates the obvious misinterpretation between their ability to take accountability for their service and my car's perfomiance Their callous attitude that I can turn in my car misses the concerns I have entirely! Certainly if Ford reimburses me for the price I initially paid I wouldgladly tum in my car!Again, thank you for your assistance in my matter.Unfortunately Ford needs to learn what Aloha actually means.Sincerely, [redacted] ***
Hello, My name is Sam B [redacted] , Service Manager The last time I spoke with Mrs [redacted] , I asked her to bring the vehicle back in so we could re-check the problem she was having with vehicleI told her there would not be a charge for a re-check I spoke to her again a few days later with my General Manager and again ask her to bring her vehicle back in but she said that she already took it somewhere else and got it fixed and just wanted her money backMrs [redacted] is more than welcome to call Ford Motor company customer relations and ask if there was any other way we could of handled the situationPlease contact me if you have anymore questionsThank you Sam B [redacted]
Hello, My name is Sam B [redacted] , Service managerI spoke to [redacted] last week and I explained to him that I can't just refund his money without rechecking why the airbag light is on(note: airbag light on not the seatbelt light)I also explained that our comeback process is that the technician has to recheck for faults in the system and determine if the new parts that was installed are defective or possibly other defective airbag componentsI also mentioned that there is no charge for rechecking the vehicle again but [redacted] declined and insisted that we refund his moneyPlease email or call me if there's any other questionsThanks Sam B [redacted]
On behalf of Honolulu Ford we would like to apologize for not handeling this manner in a more timely fashion It's unfortunate that the cancellation process on extended warranties are such a time consuming process However, this is no excuse The fact of the matter is that a check was cut and mailed in April of for the full amount to refund the customer The mistake falls on usAfter researching and realizing the check was never cashed by the customer we can only assume it was never received by the customer There was no follow up due to the fact we assumed everything was taken care of It's unfortunate that this happened and we are correcting the process on how we follow up in the future Today (06-30-15), I spoke with the customer and informed him we have issued another check for the full refund amount We even offered to "hand - deliver" the refund in person to rectify the situation and the customer seemed receptive and was satisified.Jason S [redacted] Finance Director Honolulu Ford
Aloha,
I will look into your vehicle history and of course answer the challenges. To communicate properly on your experience, please contact me directly to arrange a time to visit in person. As the owner, I have the final responsibility
Mrs***,
I'm sorry that you feel this way but we tried to get your vehicle back in so we could recheck the problem you were havingI can't really do anything at this point if you sold the vehicleThanks
Sam B***
Mr*** came to Honolulu *** fr the recall 15s21. He also wanted a quote on a few trim pieces, brakes and the d/s headlamp. Valerie, his service advisor, gave him an estimate to replace the headlamp and explained it would have to be pre-paid and ordered. When the
headlamp arrived she called and set him up an appointment for installationWhen he arrived the morning of 6/8/he described a tapping sound from the dash area that was allegedly not there before we performed the recall. Valerie showed him the exact form that is attached here explaining the technical procedure for the recall. The recall performed has nothing to do with any a/c components or removing the dash, she also showed him the warranty history of the vehicle on *** *** ***'s website where other blend door actuator's were replaced. The tapping sound from behind the dash is a common concern with ***s. There are about 10-doors with actuator's that open and close to re-direct the air flow. Valerie simply explained this to Mr*** and made him aware that the recall procedure could not have possibly damaged an actuator that it was most likely 'coincidental'. Regarding the core-charge for Mr*** headlamp: when he returned to the dealership @ 5:pick up his car he asked Valerie where the old part was. She explained to him that unless the customer requested the old part we did not return it. He then showed her texts on his phone requesting the old part and verified on Valerie's phone the texts were never received. Valerie went into the shop to see if the part had been discarded by the janitors and offered MrJefferies to return the next morning to get the old partOn the following day, Valerie was informed by the parts department that the old headlamp had a 'core charge' was in a box and ready to be returned to ***. She then asked the parts manager to hold the part for the customer. A core charge is charged on many parts including batteries, alternators, starter's etc. We had to collect the core charge from Mr***. He returned on 6/11/paid the core charge and was given the inoperable light
We are reaching out to the Revdex.com to provide direction for this customerOnce we have the Revdex.com's involvement, we are certain that we can find common ground!
Aloha ***,
We are very compassionate and are concerned with any customer that has health issuesUnfortunately this customer falsified an application distributed by Federally Insured Lending InstitutionsTherefore, we incurred usage costs on the vehicle that was purchased under
pretenses (driven for over days) , not to mention credit bureau, submission fees, and dealership costsWe are willing to discuss the matter further with the customer and explain the current ramifications incurred by falsifying Federal DocumentsMahalo,
Danny A***
General Manager
Honolulu Ford Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.On June and July 01, there was outstanding customer service in the
form of phone call updates notifying me of what was happening and that
the check would be hand delivered. The refund check was hand delivered on July and deposited on July 02. This issue has been resolved.Thank you for your support!Mahalo nui loa,
*** ***
I do not have the paperwork on the replaced gas cap. It was lostI apologize for not being able to provide you with the documentation you requested for your gas cap
replacementWe went ahead and bought a brand new gas cap for your *** ***I will have it at the reception desk
in our showroom to pick up at your convenience
Complaint: ***
I am rejecting this response because:
First of all, *** *** did not bring the car inHer name is on the registration, that is allI'm the one that's paying the car bills and taking off work to bring the car in for serviceI'm the one that's been trying to contact ford and speak to someone that can helpIt seems as though Ford has a hard time getting that basic info correct.
My name is *** *** and I have been the one that's been bringing the car in for service and been trying to contact service manager *** ***All I got was the silent treatment from Honolulu Ford.
I spoke to *** weeks after my last visit over the phone, after leaving countless messages for him to return my calls.
When he finally spoke me to me, he said he'll check with his service managers and get back to meI've never heard back from him sinceThis Revdex.com response was the first response in months.
On Sept 11, I brought my car in for service, NOT Sept 25, Mr*** has stated in his response.
- Sept 25th was when Ford finally got done changing that supposed broken valve on my car, the day I picked it up from Honolulu Ford.
- Like I said earlier, they have a time properly documenting facts and info.
I've spoken to service advisor *** days prior to that visit and had mentioned to her that I received the Ford letter and wanted to bring the car in because I suspected that the check engine light and the choking and jerking/stalling of the car was due to what the letter has mentioned- She said to bring in the letter and carThen I was told that I would have to pay because they found something that was not going to be covered in the letter.
- When I asked if changing this valve would solve the problems of the car shaking and jerking/coughing for air, *** responded to me saying "Yes, this part is causing the check engine light to illuminate and the 'choking' out concern. The total estimate is $450".
- I can provide the email in which she has stated the above claims.
- She has also has made statements over the phone as well that the car's shuddering and shaking is due to the valve being cracked and the car not getting enough air/power.
- *** was the very person that told me on the phone that I should bring that letter in when I drop the car offWhen I tried to hand her the paper, she didnt even look up from her clipboard and simply said "you can hold on to that honey, I don't need it, I have it written down"I called and emailed *** again when the car's shaking and jerking continued after serviceI also mentioned that the check engine light appeared againI was told to bring my car back again and was promised that if I drop it off before they open at 7:00am, that the techs would look at it and diagnose it no later than 9amOn Oct 2, 2014: I brought my car back in the 2nd time, advisor *** was the one that received it- By 2:30pm no one looked at my car until I called again.
- Then *** tells me their "best" service tech looked at it, drove it around and SURPRISE, concluded that my car's engine computer/transmission computer etc needed to be "reprogrammed and recalibrated", and that "should fix the car's engine jerking" etcSo basically *** told me his skilled tech had suggested the kind of service I needed to get completed, was what was listed on that factory letter - exactly what I wanted done in the first place.
If they had done what was requested in the first place, this Revdex.com complaint wouldn't have happened.
I wouldn't have lost out on $AND ended up with a car that still has the ***e problems as it did when I initially brought it in for serviceIn fact, the loud noises and shuddering or choking engine was worse and louder AFTER I had got my back back from them.
I'm not asking for anything else but a refund of $I'd rather take my car to a reputable and honest service tech/company that can get the car fixed properly.
Stop lying Honolulu FordYour negative reviews on Yelp and past Revdex.com complaints are proof of the poor and dishonest service you've been dishing out to your clients.
Sincerely, *** *
As we strive to make sure all our customers are taken care of we have reached out to [redacted] to ensure the customers concern have been addressed. The deposit from [redacted] has been returned and the vehicle is completed repaired. As per our conversation with our customer on Feb 13 he has been satisfied. We as a dealership that takes customer service extremely important do apologize for any inconvenience the customer has endured.
Thank You
[redacted]