Keyser & Miller Ford, Inc.

In response The customer is correct that to fix the blower speeds it needed a $22.00 partWhat he failed to mention is the Technical service bulletin that he provided us with states that a water leak is what causes the blower motor
resistor to fail ( $part) you need to repair the water leak and also replace the A/C receiver drier witch includes draining and recharging the A/CThis is the proper way to repair the concern, we have done this repair on various other to *** vehicles

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Complaint: ***
I am rejecting this response because:http://vitalysmobileautodiagnostics.com/12542/warm-ac-output-lack-of-blo...⇄ including replacing the receiver drier Look, I don't need resolution, a refund or anythingPeople need to know you don't inform them of their choices in simply fixing the problem vsfixing plus (possible) future prevention and your outright fleecing them by taking two days to fix something that could be done in hoursBy your own admission you're familiar with this, as a professional shop, you should know the range of options Perhaps tell the customer, "we could fix this for $and you'll be up and running, but it may happen again, or we could do some extra work to prevent it..." and then charge the reasonable time to do so Remember, I personally fixed this, I replaced the part and as of now, the car works perfectly People should know that is an option A flat "this will be $650" is like rewiring a house because a fuse blew, and NO reasonable person would say that approach even approaches honesty
Regards,
*** ***

September 11,2014 
Dear Revdex.com,
The staff here at Keyser Miller Ford a family owned business of 57 years would like to express our disappointment in this customer’s experience as we always do our best to satisfy every customer’s automotive and financial needs. As always we did our...

best to service this customer in question and his needs to purchase this vehicle.We spent several hours trying to obtain an acceptable loan for this customer that would work within his monthly budget he seemed very pleased that he was also able to fit a service contract in that budget. In recollection this customer even came back to thank and shake hands with our finance officer mentioned in the complaint for the loan and his hard work.When the customer called to cancel the warranty a few days later he was under the impression that canceling the warranty would lower his monthly payment. We tried to explain to him several times that canceling the warranty would only apply that amount to the end of the loan and his monthly payment would not be lower it would just shorten the length of the loan. We informed him the only way to lower the payment would be to refinance the loan in full without the warranty amount in the loan. His complaint is obviously a misunderstanding when he stated that he had to pay the car in full. When I last spoke to him and explained this fact once again, he said “okay, thank you” and hung up. So I was under the impression that he understood what I was explaining.We have just been informed that the finance company agreed to restructure the loan for this customer with out the warranty to lower his monthly payment which we have never experienced in the past. We have sent the warranty refund check to the bank and enclosed a copy.Again, we are disappointed in this customers misunderstanding and we will continue to service our community to the best of our ability just as we have done for the past 57 years.Sincerely,
Mary S
Sales Manager

[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]
 Complaint: [redacted]
I am rejecting this response because:
http://vitalysmobileautodiagnostics.com/12542/warm-ac-output-lack-of-blower-moto...⇄ /> 1.5 hours including replacing the receiver drier.  Look, I don't need resolution, a refund or anything. People need to know you don't inform them of their choices in simply fixing the problem vs. fixing plus (possible) future prevention and your outright fleecing them by taking two days to fix something that could be done in 1.5 hours. By your own admission you're familiar with this, as a professional shop, you should know the range of options.  Perhaps tell the customer, "we could fix this for $22 and you'll be up and running, but it may happen again, or we could do some extra work to prevent it..." and then charge the reasonable time to do so.    Remember, I personally fixed this, I replaced the part and as of now, the car works perfectly.  People should know that is an option.  A flat "this will be $650" is like rewiring a house because a fuse blew, and NO reasonable person would say that approach even approaches honesty.
Regards,
[redacted]

In response
          The customer is correct that to fix the blower speeds it needed a $22.00 part. What he failed to mention is the Technical service bulletin that he provided us with states that a water leak is what causes the blower...

motor resistor to fail ( $22.00 part) you need to repair the water leak and also replace the A/C receiver drier witch includes draining and recharging the A/C. This is the proper way to repair the concern, we have done this repair on various other 2008 to 2012 [redacted] vehicles.

Review: Recently Purchased a automobile from Keyser and Miller. Bob the sales rep was extremely pushy on purchasing the extended warranty. The following day I called to cancel the warrantly - Which I felt I did not need and was pushed into getting. The dealership told me they would cancel the policy - If I paid the car in full!Desired Settlement: Would like to cancel the vehicle warranty.

Business

Response:

September 11,2014 Dear Revdex.com,The staff here at Keyser Miller Ford a family owned business of 57 years would like to express our disappointment in this customer’s experience as we always do our best to satisfy every customer’s automotive and financial needs. As always we did our best to service this customer in question and his needs to purchase this vehicle.We spent several hours trying to obtain an acceptable loan for this customer that would work within his monthly budget he seemed very pleased that he was also able to fit a service contract in that budget. In recollection this customer even came back to thank and shake hands with our finance officer mentioned in the complaint for the loan and his hard work.When the customer called to cancel the warranty a few days later he was under the impression that canceling the warranty would lower his monthly payment. We tried to explain to him several times that canceling the warranty would only apply that amount to the end of the loan and his monthly payment would not be lower it would just shorten the length of the loan. We informed him the only way to lower the payment would be to refinance the loan in full without the warranty amount in the loan. His complaint is obviously a misunderstanding when he stated that he had to pay the car in full. When I last spoke to him and explained this fact once again, he said “okay, thank you” and hung up. So I was under the impression that he understood what I was explaining.We have just been informed that the finance company agreed to restructure the loan for this customer with out the warranty to lower his monthly payment which we have never experienced in the past. We have sent the warranty refund check to the bank and enclosed a copy.Again, we are disappointed in this customers misunderstanding and we will continue to service our community to the best of our ability just as we have done for the past 57 years.Sincerely,Mary SSales Manager