Keesee Motor Company has been in business for over 45 years and has a strong reputation for taking care of our customers like they are family. When we see a complaint, it is not taken lightly.We are regretful that [redacted]’s experience was not satisfactory. I have read over his concerns and out...
statement is as follows. When [redacted] vehicle came in he advised us that his insurance company would be paying for the damages on his vehicle and we would need to send pictures and an estimate to the insurance. We did and the insurance sent us back an estimate that was different from ours. After going over the estimate I realized the Insurance company was only covering the cost of aftermarket parts. I then called [redacted]’s insurance company and they advised me that it stated in his policy that they would only cover the cost of Aftermarket parts were available. When the insurance company requested we use those parts we immediately called [redacted] for authorization to use the aftermarket parts that his insurance company requested or would he like us to put Factory OEM parts on the vehicle. [redacted] said he would not put aftermarket parts on his car and would contact his insurance to discuss the parts. [redacted] called back and told us after talking with his insurance that his insurance policy was only going to cover the costs of the aftermarket parts and that he was not willing to incur the costs between the aftermarket and OEM parts and authorized us to use the aftermarket parts. I reiterated to [redacted] that often aftermarket parts are not an exact match and don’t have the fit and finish of the original OEM parts. We used the OEM hood and bumper parts as requested. When [redacted] came to pick up the car I walked out to his car to discuss it with him and he had pointed out that some parts were not installed correctly. Unfortunately, the parts were installed correctly, however the aftermarket fit and finish of the parts were not satisfactory. I was sympathetic with him and reminded him of the conversation we had about the aftermarket parts and the fit and finish of those parts. I offered to call his insurance company for him to discuss the fit and finish of the parts to see if they would correct the situation for him. After speaking with his insurance company several times and sending them photos and exchanging messages over the phone, over a 3-and-a-half-week period the insurance company finally agreed to pay the difference in the parts. However, they would not pay the shop for the original bumpers, the labor or any of the additional paint needed for the new bumpers. As a customer courtesy Keesee Motor Company incurred those costs. As well as a rental car for the duration of the repair. We then ordered the parts from Lexus and the needed hood was on a Lexus backorder. I then phoned [redacted] and advised him that the parts would take several weeks and that he was welcome to stay in the Rental car through the duration of the repair. [redacted] said he understood and to call him when it was ready.When I called [redacted] to pick up the vehicle he said he was on vacation and would not be able to pick the vehicle up until the following Monday. I agreed that would be fine. That afternoon someone from [redacted]’s family stopped by the Shop and said they wanted to see vehicle. I showed her out to the car and she called [redacted] to report on the repair. I asked her if everything was satisfactory and she said yes and that [redacted] would be by on Monday to pick it up. When [redacted] came in to pick up the vehicle I again went over all the repairs with him to make sure everything was satisfactory. After going over the car with [redacted] I asked him to settle up on his portion of the bill which was a deductible in the amount $1000.00 which was his contractual agreement from his insurance company. [redacted] suggested that I waive his deductible for the vehicle taking so long. I advised [redacted] that our company policy does not allow us to waive deductibles as we have several contractual agreements in place that do not allow us to waive deductibles. [redacted] then wanted me to pay for his car payment for the time he was without his vehicle, for the amount of 1500.00 I advised [redacted] as a customer courtesy I have already incurred the costs of the aftermarket parts, paint and labor that his insurance would not pay, as well as the providing a Rental car for him while we waited on his insurance to come to a conclusion on covering the OEM Parts, I told [redacted] that I could not reimburse him for his vehicle payments as I had already paid for the Rental car he was in as a customer courtesy nor would I reimburse him for the deductible as it would not only be against company policy but our contractual agreement. We feel that we made every effort to accommodate [redacted] and his family during their repair process, spending several hours with [redacted]’s insurance Company, his insurance adjuster, his insurance agent, providing a rental car as well as incurring the expense his insurance company was not willing to cover. We also feel that it is his responsibility as a vehicle owner to cover his contractual agreement with his insurance deductible and car payments and therefore will not be reimbursing him any money at this time. Sincerely,Aaron M[redacted]Keesee Motor Company
On November 8 th , 2016 at 3pm [redacted] came in to have his customer supplied non Ford key withintergral keyfob programmed. A technician utilized the Ford programming software multiple times andwas unable to get the key to program fully. The key would start the car but the keyfob functions...
wouldnot work. This technician spent nearly 2 hours attempting to resolve the issue. (including checking thefob battery) Shortly before quitting time (5pm) our Senior Master Technician tried to program it, againusing the Ford software and procedure. He also was unable to get the fob buttons to work. Thecustomer was informed that there was something wrong with the key and it would take furtherdiagnosis to determine the problem. The customer stated that he would just bring it back at anothertime for the additional diagnosis but never returned.In short the customer brought in an after- market key that was not purchased from our business and wespent approximately 2 hours trying to make his key work. While we did get it to work to start his car wecould not get the fob functions to work. We only charged him for one half hour, it is my opinion thecustomer is not entitled to a refund.David F[redacted]Service Manager
Complaint: [redacted]
I am rejecting this response because:Made a phone call to a denver ford company and they sent me a email on what to do. If the company does not know how to do the right things then they should not try to do the job in the first. The key was not a after market key, I bought it through for motor company website. I should not have had to contact the company but is seems that the ford motor company in Cortez needs to shut down their service department and retake all classes over.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Keesee Motor Company has been in business for over 45 years and has a strong reputation for taking care of our customers like they are family. When we see a complaint, it is not taken lightly.We are regretful that [redacted]’s experience was not satisfactory. I have read over his concerns and out...
statement is as follows. When [redacted] vehicle came in he advised us that his insurance company would be paying for the damages on his vehicle and we would need to send pictures and an estimate to the insurance. We did and the insurance sent us back an estimate that was different from ours. After going over the estimate I realized the Insurance company was only covering the cost of aftermarket parts. I then called [redacted]’s insurance company and they advised me that it stated in his policy that they would only cover the cost of Aftermarket parts were available. When the insurance company requested we use those parts we immediately called [redacted] for authorization to use the aftermarket parts that his insurance company requested or would he like us to put Factory OEM parts on the vehicle. [redacted] said he would not put aftermarket parts on his car and would contact his insurance to discuss the parts. [redacted] called back and told us after talking with his insurance that his insurance policy was only going to cover the costs of the aftermarket parts and that he was not willing to incur the costs between the aftermarket and OEM parts and authorized us to use the aftermarket parts. I reiterated to [redacted] that often aftermarket parts are not an exact match and don’t have the fit and finish of the original OEM parts. We used the OEM hood and bumper parts as requested. When [redacted] came to pick up the car I walked out to his car to discuss it with him and he had pointed out that some parts were not installed correctly. Unfortunately, the parts were installed correctly, however the aftermarket fit and finish of the parts were not satisfactory. I was sympathetic with him and reminded him of the conversation we had about the aftermarket parts and the fit and finish of those parts. I offered to call his insurance company for him to discuss the fit and finish of the parts to see if they would correct the situation for him. After speaking with his insurance company several times and sending them photos and exchanging messages over the phone, over a 3-and-a-half-week period the insurance company finally agreed to pay the difference in the parts. However, they would not pay the shop for the original bumpers, the labor or any of the additional paint needed for the new bumpers. As a customer courtesy Keesee Motor Company incurred those costs. As well as a rental car for the duration of the repair. We then ordered the parts from Lexus and the needed hood was on a Lexus backorder. I then phoned [redacted] and advised him that the parts would take several weeks and that he was welcome to stay in the Rental car through the duration of the repair. [redacted] said he understood and to call him when it was ready.When I called [redacted] to pick up the vehicle he said he was on vacation and would not be able to pick the vehicle up until the following Monday. I agreed that would be fine. That afternoon someone from [redacted]’s family stopped by the Shop and said they wanted to see vehicle. I showed her out to the car and she called [redacted] to report on the repair. I asked her if everything was satisfactory and she said yes and that [redacted] would be by on Monday to pick it up. When [redacted] came in to pick up the vehicle I again went over all the repairs with him to make sure everything was satisfactory. After going over the car with [redacted] I asked him to settle up on his portion of the bill which was a deductible in the amount $1000.00 which was his contractual agreement from his insurance company. [redacted] suggested that I waive his deductible for the vehicle taking so long. I advised [redacted] that our company policy does not allow us to waive deductibles as we have several contractual agreements in place that do not allow us to waive deductibles. [redacted] then wanted me to pay for his car payment for the time he was without his vehicle, for the amount of 1500.00 I advised [redacted] as a customer courtesy I have already incurred the costs of the aftermarket parts, paint and labor that his insurance would not pay, as well as the providing a Rental car for him while we waited on his insurance to come to a conclusion on covering the OEM Parts, I told [redacted] that I could not reimburse him for his vehicle payments as I had already paid for the Rental car he was in as a customer courtesy nor would I reimburse him for the deductible as it would not only be against company policy but our contractual agreement. We feel that we made every effort to accommodate [redacted] and his family during their repair process, spending several hours with [redacted]’s insurance Company, his insurance adjuster, his insurance agent, providing a rental car as well as incurring the expense his insurance company was not willing to cover. We also feel that it is his responsibility as a vehicle owner to cover his contractual agreement with his insurance deductible and car payments and therefore will not be reimbursing him any money at this time. Sincerely,Aaron M[redacted]Keesee Motor Company
On November 8 th , 2016 at 3pm [redacted] came in to have his customer supplied non Ford key withintergral keyfob programmed. A technician utilized the Ford programming software multiple times andwas unable to get the key to program fully. The key would start the car but the keyfob functions...
wouldnot work. This technician spent nearly 2 hours attempting to resolve the issue. (including checking thefob battery) Shortly before quitting time (5pm) our Senior Master Technician tried to program it, againusing the Ford software and procedure. He also was unable to get the fob buttons to work. Thecustomer was informed that there was something wrong with the key and it would take furtherdiagnosis to determine the problem. The customer stated that he would just bring it back at anothertime for the additional diagnosis but never returned.In short the customer brought in an after- market key that was not purchased from our business and wespent approximately 2 hours trying to make his key work. While we did get it to work to start his car wecould not get the fob functions to work. We only charged him for one half hour, it is my opinion thecustomer is not entitled to a refund.David F[redacted]Service Manager
Complaint: [redacted]
I am rejecting this response because:Made a phone call to a denver ford company and they sent me a email on what to do. If the company does not know how to do the right things then they should not try to do the job in the first. The key was not a after market key, I bought it through for motor company website. I should not have had to contact the company but is seems that the ford motor company in Cortez needs to shut down their service department and retake all classes over.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]