[redacted]We are rejecting this response because: We feel like Honolulu Ford is still giving us the run around. We've already contacted the service manager and whom ever else we needed to speak to regarding our car at Honolulu Ford, but nothing was done.If Honolulu Ford really wanted to "resolve" the issue, then it should've been done already, instead of giving us the run around. We take our car into Honolulu Ford almost every week and nothing was done (the same problem exist). Seems like Honolulu Ford isn't taking us seriously.
Sincerely,
[redacted]
Honolulu Ford has an additional part on order, and will notify the customer when the part arrives.
If the [redacted] family is unhappy with the performance of the vehcile, Honolulu Ford is happy to purchase the vehicle.
Complaint: [redacted]
I am rejecting this response because:
Mr. B[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 LISTEN. In this case, read and comprehend. I have expressed that my husband is currently deployed. This and the fact that I am handling our daily responsibilities as single parent, are keys to why I was stressed about this situation. Of course, no one picked up this trigger because no one was interested in practicing good customer service and listening to the customer. Instead you chose to laugh and lie at my situation. It 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 2 days later and bought a new car of a different make. I 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]
Aloha [redacted],In response to the complaint made by Ms [redacted], I have had a difficult time trying to decipher some of her allegations. But I would like to offer her another visit to our facility to complete the repair. The last time we attempted to repair the door she declined to...
finish the repair that was covered under warranty, and no expense to her. We clearly understand that this is a safety issue and wanted to address it in a timely fashion. We do have many safety concerns on a daily basis and try to address them as effectively as possible. Please have her call me or Sam B[redacted], my Service Director, at her earliest convenience.Mahalo,Danny A[redacted]General Manager
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 automobile. However 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 returned. According 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. I 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 components. I also mentioned that there is no charge for rechecking the vehicle again but [redacted] declined and insisted that we refund his money. Please email or call me if there's any other questions. Thanks
Complaint: [redacted]
I am rejecting this response because:
1) The response is exactly what I initially wrote in my complaint.
2) It is not a resolution to my demands.
As I said I was treated with no care to my property, lack of attention to my concerns, and no knowledge of process or procedures from sales associates.
My complaint is simple, I brought a car to Honolulu [redacted] in perfect shape despite its historic and common issues, which I have knowledge of, when it was returned to me it was now making ticking sounds it has never made, has issues that can only be fixed by a manufacturer, and last but not least the sales associate's explanation is that it is purely coincidence! I want Honolulu [redacted] to take this complaint seriously by removing any defective parts and replacing them with brand new parts. I entrusted Honolulu [redacted] with my property for no more than 6 hours and I receive a defective automobile in return.
Also in regards to the headlight complaint, I was not made aware of a core charge surrounding the removal and replacement of my headlight. All components of my automobile there in is my property and should be returned to my person at the end of the repair. I was told by Honolulu [redacted]'s sales associate that I was not able to receive my property back from the replacement of headlight due to said "core charge". In an attempt to explain the reasons behind said "core charge" the sales associate was unable to clearly explain why I now have to pay an additional charge on top of parts and labor to receive my property. In resolution to this issue I want Honolulu [redacted] to refund my charge of $54.36 immediately.
I have been treated poorly by the staff, management, and sales associates in regards to the above issues. An explanation for a mechanical issue coming from professionals should not be that it is purely coincidental. The professionals at Honolulu [redacted] opened my car up replaced parts and now blame it on chance. I would like to remind you that I rarely drive the car considering it is a 2010 [redacted] and has 45902 miles on it. Nothing should be wearing out and nothing was until I brought it to the professionals at Honolulu [redacted].
I have stated clearly my complaint and my resolutions to the problems.
Sincerely,
[redacted]
Hi [redacted], [redacted] brought her 2011 Ford Fiesta in on September 25, 2014 for a check engine light being...
on. Technician performed diagnostics and found the cannister purge valve faulty(leaking). Technician replaced the purge valve and cleared the fault, test drove vehicle, and rechecked. The check engine light never came back on and engine ran fine after the repairs. Customer came back in on October 2, 2014 for the [redacted]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 light. The letter that she received was for a warranty extension for the clutches and seals for the transmission(7 years 100,000 miles) and that letter is not a recall, just a customer satisfaction notification. Please let me know if you need more info. Thanks. [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 2015 for the full amount to refund the customer. The mistake falls on us. After 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 [redacted],
My Team and I have addressed these issues with the customer over the phone and in person. I assured him that we will work with Ford Motor Company on repairing any issues that are repairable. I 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 jurisdiction. I am available Monday through Saturday 8:30am to 7:00pm. Please direct him to me and I will attempt to resolve his issues. Thank you
Good morning,
My name is Sam B[redacted],. I'm the service manager and the person who spoke to Mrs. [redacted]. Mrs. [redacted] brought her vehicle in 12-16-15 for engine running rough and stalling. My Technician recommended to do a fuel injection flush and clean the EGR valve. Customer...
authorized repairs. Customer called back the next day(12-17-15) and said her check engine light is on. Customer brought the vehicle back in the next day(12-18-15) to get it rechecked, and advised her that there would not be a charge to diagnose if we were at fault. Technician performed diagnostics and found that the fault that came up was fuel related(fuel gauge was slightly below 1/4 tank). We added fuel, cleared the fault and test drove the vehicle for about 10 miles. Tech rechecked for faults, no faults were stored and check engine light never came back on and engine ran fine. My Advisor asked Mrs. [redacted] to monitor the vehicle and call us back immediately if the warning light came back on. Mrs. [redacted] called back on 12-21-15 yelling and swearing at me saying we didn't know what we were doing. I asked Mrs. [redacted] to bring her vehicle back in so we can check and find out what was wrong with the vehicle but all she did was yell and swear at me. I asked her nicely to please calm down and I understood her frustration, but she got more upset and asked to speak to my General Manager. We are more than willing to work with Mrs. [redacted] to get the problem resolved on her vehicle but she said she did not want to bring her vehicle back here ever. Please contact me by email if you have any questions.
Thanks
Sam B[redacted]
Mahalo for the opportunity to address this concern. Perhaps the most important item to address is how we communicated with you. I have known [redacted] for a number of years and know her to be a very good person that would not wish to offend you. For any unfriendly responses that you...
believe we given to you, we certainly apologize.As for the vehicle and the demand, we suggest that seek the help of the [redacted] office for assistance. Two reasons that we believe [redacted] is the correct path to travel: You shared that you have a very difficult work schedule. Second, our experience with [redacted] has been nothing less than good.
Please consider initiating a request for your [redacted] officer to contact me so that we can work together on your request.
Complaint: [redacted]
I am rejecting this response because:
Upon closer inspection and review of the repair process we have discovered that a $2000 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 $1500 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]
Upon investigation of the complaint, we share the customers frustration. However, we...
do not believe that the communication expressed in the complaint is entirely accurate. First of all, we have a signed repair order authorizing the work to be completed in accordance with the Ford repair manual. As an authorized Ford dealer, we complete repairs as requested by our customers. However, many times when we find a vehicle that has extenuating circumstances, we will not agree to repair the car. As hindsight is twenty-twenty, the owner of this vehicle may share that vision. Upon 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 guessing. We stand by our repair history on the vehicle. Mark B[redacted] President [redacted]
My name is Sam B[redacted],Service Manager. I did speak to [redacted] and told him I would look into is concern about his side view mirror and get back to him. I asked my Service Advisor about his car and to follow up with him on what's going with his vehicle. My Service advisor called...
him last week and left a message to call her back but no call back from [redacted]. The left side mirror was damaged from the previous repairs and I told [redacted] that we would take care of the problem and the part needed to be ordered. Please let me know if there's any other questions.Thanks
Hello,
My name is Sam B[redacted], I'm the Service Manager. I would like to Have Mr. [redacted] bring his vehicle back to Honolulu [redacted] to re-inspect the door rattle, and re-do the wash and vacuum on his vehicle.
Please Have Mr. [redacted] contact me by either email or call me at [redacted] so I can set up an appointment for him at his convenience.
Thanks
Sam B[redacted]
My Name is Sam B[redacted]. I'm the Service Manager here at Honolulu [redacted]. I spoke to [redacted] Bennett on July 30 2015 about her roof rack for her 2015 [redacted]. [redacted] was upset because she was misinformed about trying to purchase a roof rack for her vehicle(she was told it was not...
afor her vehicle). vailable I did some research with my parts deptpartment and found out that the roof racks are available. [redacted] gave me authorization to order the roof racks and call her when the parts came in. We ended the conversation with [redacted] being completely satisfied and we are just waiting for all the parts to come in. Please contact me if there is any other issues by phone or email. Phone number is [redacted], email is [redacted].
Thanks.
Sam B[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 vehicle. I 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 back.
Mrs. [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 situation.
Please contact me if you have anymore questions.
Thank you
Sam B[redacted]
Complaint:...
[redacted]We are rejecting this response because: We feel like Honolulu Ford is still giving us the run around. We've already contacted the service manager and whom ever else we needed to speak to regarding our car at Honolulu Ford, but nothing was done.If Honolulu Ford really wanted to "resolve" the issue, then it should've been done already, instead of giving us the run around. We take our car into Honolulu Ford almost every week and nothing was done (the same problem exist). Seems like Honolulu Ford isn't taking us seriously.
Sincerely,
[redacted]
Honolulu Ford has an additional part on order, and will notify the customer when the part arrives.
If the [redacted] family is unhappy with the performance of the vehcile, Honolulu Ford is happy to purchase the vehicle.
Complaint: [redacted]
I am rejecting this response because:
Mr. B[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 LISTEN. In this case, read and comprehend. I have expressed that my husband is currently deployed. This and the fact that I am handling our daily responsibilities as single parent, are keys to why I was stressed about this situation. Of course, no one picked up this trigger because no one was interested in practicing good customer service and listening to the customer. Instead you chose to laugh and lie at my situation. It 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 2 days later and bought a new car of a different make. I 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]
Aloha [redacted],In response to the complaint made by Ms [redacted], I have had a difficult time trying to decipher some of her allegations. But I would like to offer her another visit to our facility to complete the repair. The last time we attempted to repair the door she declined to...
finish the repair that was covered under warranty, and no expense to her. We clearly understand that this is a safety issue and wanted to address it in a timely fashion. We do have many safety concerns on a daily basis and try to address them as effectively as possible. Please have her call me or Sam B[redacted], my Service Director, at her earliest convenience.Mahalo,Danny A[redacted]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 automobile. However 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 returned. According 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. I 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 components. I also mentioned that there is no charge for rechecking the vehicle again but [redacted] declined and insisted that we refund his money. Please email or call me if there's any other questions. Thanks
Sam B[redacted]
Complaint: [redacted]
I am rejecting this response because:
1) The response is exactly what I initially wrote in my complaint.
2) It is not a resolution to my demands.
As I said I was treated with no care to my property, lack of attention to my concerns, and no knowledge of process or procedures from sales associates.
My complaint is simple, I brought a car to Honolulu [redacted] in perfect shape despite its historic and common issues, which I have knowledge of, when it was returned to me it was now making ticking sounds it has never made, has issues that can only be fixed by a manufacturer, and last but not least the sales associate's explanation is that it is purely coincidence! I want Honolulu [redacted] to take this complaint seriously by removing any defective parts and replacing them with brand new parts. I entrusted Honolulu [redacted] with my property for no more than 6 hours and I receive a defective automobile in return.
Also in regards to the headlight complaint, I was not made aware of a core charge surrounding the removal and replacement of my headlight. All components of my automobile there in is my property and should be returned to my person at the end of the repair. I was told by Honolulu [redacted]'s sales associate that I was not able to receive my property back from the replacement of headlight due to said "core charge". In an attempt to explain the reasons behind said "core charge" the sales associate was unable to clearly explain why I now have to pay an additional charge on top of parts and labor to receive my property. In resolution to this issue I want Honolulu [redacted] to refund my charge of $54.36 immediately.
I have been treated poorly by the staff, management, and sales associates in regards to the above issues. An explanation for a mechanical issue coming from professionals should not be that it is purely coincidental. The professionals at Honolulu [redacted] opened my car up replaced parts and now blame it on chance. I would like to remind you that I rarely drive the car considering it is a 2010 [redacted] and has 45902 miles on it. Nothing should be wearing out and nothing was until I brought it to the professionals at Honolulu [redacted].
I have stated clearly my complaint and my resolutions to the problems.
Sincerely,
[redacted]
Hi [redacted], [redacted] brought her 2011 Ford Fiesta in on September 25, 2014 for a check engine light being...
on. Technician performed diagnostics and found the cannister purge valve faulty(leaking). Technician replaced the purge valve and cleared the fault, test drove vehicle, and rechecked. The check engine light never came back on and engine ran fine after the repairs. Customer came back in on October 2, 2014 for the [redacted]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 light. The letter that she received was for a warranty extension for the clutches and seals for the transmission(7 years 100,000 miles) and that letter is not a recall, just a customer satisfaction notification. Please let me know if you need more info. Thanks. [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 2015 for the full amount to refund the customer. The mistake falls on us. After 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 [redacted],
My Team and I have addressed these issues with the customer over the phone and in person. I assured him that we will work with Ford Motor Company on repairing any issues that are repairable. I 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 jurisdiction. I am available Monday through Saturday 8:30am to 7:00pm. Please direct him to me and I will attempt to resolve his issues. Thank you
Good morning,
My name is Sam B[redacted],. I'm the service manager and the person who spoke to Mrs. [redacted]. Mrs. [redacted] brought her vehicle in 12-16-15 for engine running rough and stalling. My Technician recommended to do a fuel injection flush and clean the EGR valve. Customer...
authorized repairs. Customer called back the next day(12-17-15) and said her check engine light is on. Customer brought the vehicle back in the next day(12-18-15) to get it rechecked, and advised her that there would not be a charge to diagnose if we were at fault. Technician performed diagnostics and found that the fault that came up was fuel related(fuel gauge was slightly below 1/4 tank). We added fuel, cleared the fault and test drove the vehicle for about 10 miles. Tech rechecked for faults, no faults were stored and check engine light never came back on and engine ran fine. My Advisor asked Mrs. [redacted] to monitor the vehicle and call us back immediately if the warning light came back on. Mrs. [redacted] called back on 12-21-15 yelling and swearing at me saying we didn't know what we were doing. I asked Mrs. [redacted] to bring her vehicle back in so we can check and find out what was wrong with the vehicle but all she did was yell and swear at me. I asked her nicely to please calm down and I understood her frustration, but she got more upset and asked to speak to my General Manager. We are more than willing to work with Mrs. [redacted] to get the problem resolved on her vehicle but she said she did not want to bring her vehicle back here ever. Please contact me by email if you have any questions.
Thanks
Sam B[redacted]
Mahalo for the opportunity to address this concern. Perhaps the most important item to address is how we communicated with you. I have known [redacted] for a number of years and know her to be a very good person that would not wish to offend you. For any unfriendly responses that you...
believe we given to you, we certainly apologize.As for the vehicle and the demand, we suggest that seek the help of the [redacted] office for assistance. Two reasons that we believe [redacted] is the correct path to travel: You shared that you have a very difficult work schedule. Second, our experience with [redacted] has been nothing less than good.
Please consider initiating a request for your [redacted] officer to contact me so that we can work together on your request.
Complaint: [redacted]
I am rejecting this response because:
Upon closer inspection and review of the repair process we have discovered that a $2000 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 $1500 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]
Upon investigation of the complaint, we share the customers frustration. However, we...
do not believe that the communication expressed in the complaint is entirely accurate. First of all, we have a signed repair order authorizing the work to be completed in accordance with the Ford repair manual. As an authorized Ford dealer, we complete repairs as requested by our customers. However, many times when we find a vehicle that has extenuating circumstances, we will not agree to repair the car. As hindsight is twenty-twenty, the owner of this vehicle may share that vision. Upon 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 guessing. We stand by our repair history on the vehicle. Mark B[redacted] President [redacted]
My name is Sam B[redacted],Service Manager. I did speak to [redacted] and told him I would look into is concern about his side view mirror and get back to him. I asked my Service Advisor about his car and to follow up with him on what's going with his vehicle. My Service advisor called...
him last week and left a message to call her back but no call back from [redacted]. The left side mirror was damaged from the previous repairs and I told [redacted] that we would take care of the problem and the part needed to be ordered. Please let me know if there's any other questions.Thanks
Sam B[redacted]
Hello,
My name is Sam B[redacted], I'm the Service Manager. I would like to Have Mr. [redacted] bring his vehicle back to Honolulu [redacted] to re-inspect the door rattle, and re-do the wash and vacuum on his vehicle.
Please Have Mr. [redacted] contact me by either email or call me at [redacted] so I can set up an appointment for him at his convenience.
Thanks
Sam B[redacted]
My Name is Sam B[redacted]. I'm the Service Manager here at Honolulu [redacted]. I spoke to [redacted] Bennett on July 30 2015 about her roof rack for her 2015 [redacted]. [redacted] was upset because she was misinformed about trying to purchase a roof rack for her vehicle(she was told it was not...
afor her vehicle). vailable I did some research with my parts deptpartment and found out that the roof racks are available. [redacted] gave me authorization to order the roof racks and call her when the parts came in. We ended the conversation with [redacted] being completely satisfied and we are just waiting for all the parts to come in. Please contact me if there is any other issues by phone or email. Phone number is [redacted], email is [redacted].
Thanks.
Sam B[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 vehicle. I 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 back.
Mrs. [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 situation.
Please contact me if you have anymore questions.
Thank you
Sam B[redacted]