background-color: #ffffff;"> I am replying back to you in regards to [redacted]'s complaint. Case# [redacted]. The vehicle was first brought into our shop on 5-17-13 by a man named [redacted] and he was given a loaner car. He stated that the driver side rear tire was loose and about to fall off. We determined that the entire rear end system was worn out and destroyed. Both rear hub and bearing assemblies would have failed initally with a noise being present but we believe that the customer kept driving vehicle and in return they took out the knuckles,differental,axles,and brakes. We called Mr [redacted] and gave him an estimate for repairs. Which was for both rear knuckles, both tie rods, both hub and bearing assemblies, both loaded calipers,both rotors,both axles and rear differental rebuild along with an alignmet. Mr [redacted] stated that he wanted to keep the repair costs as cheap as possible. To keep costs down we went with aftermarket hub and bearing assemblies,axles and axle seals, loaded calipers and differental assembly was used. All the other parts were ford. Ford parts come with a 12 month 12,000 mile warranty. All aftermarket parts come with a part only warranty. The used rear differental came with no warranty which was explained to Mr [redacted]. With authorization from Mr [redacted] we repaired the vehicle and on the test drive noticed that there was a hum noise from the front end and found both front hub bearing assemblies were noisy. With authorization we also replaced both front hub and bearing assemblies with ford parts. We left Mr [redacted] a voice mail letting him know that the vehicle was complete. He called back and said he would stop by and pay. After a few days the vehicle was still not picked up and we called him again and got same answer from Mr [redacted] that he would be here in a couple days. This went on and on for weeks. Finally we just wanted our loaner car back and told him the vehicle could stay here until he got enough money to pay the bill but we really needed our loaner car back. Another week went by and he wouldnt drop our car off or return any of our phone calls. We had to have left at least 5 voicemails. Finally we decided to call the police department. They came and ran the plates and thats when we figured out that the vehicle didnt belong to Mr [redacted] it actually belonged to [redacted]. The police department got ahold of Mr [redacted] and it turned out that Mr [redacted] had given our loaner car to Mr [redacted] without us knowing. So the police told Mr [redacted] to have our loaner car back to us by the end of the business day. Mr [redacted] arrived with the loaner car and paid the bill and took the vehicle. About a month later Mr [redacted] returned stating that the rear end felt loose. We determined that the driver side rear ball joint was worn. He elected not to have the repairs done at our shop. Then on 3-5-14 with 8,909 miles having occoured since original repairs were done Mr [redacted] stated that the passanger side rear axle had come out of rear end. Our technician removed the passanger side rear axle and installed c-clip and topped off fluids. At that time the customer was explained to that the rear differental that was installed was used and we would take care of this repair as a goodwill for him and if he had any issues in the future related to the used rear end it would be his responsiblity for repair costs. If you have any furthur questions or need anymore information let us know.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The resin that I reject there response is because the issue never had anything to do with the initial repairs or the fact the the rear differential was used. The issue is that when I brought it back to them on 3-5-14 to fix the passenger side axle when they were finished they said that everything was fine. When in all reality it was not. They installed the new c-clip on the axle and reinstalled it but the axle was bent and the upper control arm was cracked and they never told me. They told me that everything was fine. The axle was an after market part. Which they stated comes with a parts only warranty and the axle was missing the c-clip therefor being a defective part which would be covered by the warranty, but they installed it any way. Because they installed a defective part it caused the other damage that I had to have repaired by another shop. In the first email that I sent when I made the complaint I attached a copy of the bill from the other shop and those are the repairs that I think they should be responsible for.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] Ii
We also forgot to mention that on june 29 2013 we replaced the rear pinion seal at no charge to the customer. We have done 2 goodwill repairs for him. To clear up confusion on the last repairs that we made, we removed the pass rear axle and replaced the c-clip. We feel that even though the customer was verbally told that the rear differental was a used part and we were not responsible for any further repairs on that part if something happened in the future, we feel that he should have given us the opportunity to look at the vehicle and offer him assistance and he chose to take it to another shop. If you need anything else let us know.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
They have still not addressed the initial complaint. That when they replaced the c-clip the axle was bent and the upper control are was cracked and they never brought it to my attention and that the faulty axle caused the damage to the differential. They should be responsible for the repairs because they installed a faulty part that caused further damage and in regards to why I didn't bring it back to them for repair is because it was a problem with the repairs that they had preformed and they said that they would take no further responsibility for any further repairs.
Regards,
[redacted] Ii
background-color: #ffffff;"> I am replying back to you in regards to [redacted]'s complaint. Case# [redacted]. The vehicle was first brought into our shop on 5-17-13 by a man named [redacted] and he was given a loaner car. He stated that the driver side rear tire was loose and about to fall off. We determined that the entire rear end system was worn out and destroyed. Both rear hub and bearing assemblies would have failed initally with a noise being present but we believe that the customer kept driving vehicle and in return they took out the knuckles,differental,axles,and brakes. We called Mr [redacted] and gave him an estimate for repairs. Which was for both rear knuckles, both tie rods, both hub and bearing assemblies, both loaded calipers,both rotors,both axles and rear differental rebuild along with an alignmet. Mr [redacted] stated that he wanted to keep the repair costs as cheap as possible. To keep costs down we went with aftermarket hub and bearing assemblies,axles and axle seals, loaded calipers and differental assembly was used. All the other parts were ford. Ford parts come with a 12 month 12,000 mile warranty. All aftermarket parts come with a part only warranty. The used rear differental came with no warranty which was explained to Mr [redacted]. With authorization from Mr [redacted] we repaired the vehicle and on the test drive noticed that there was a hum noise from the front end and found both front hub bearing assemblies were noisy. With authorization we also replaced both front hub and bearing assemblies with ford parts. We left Mr [redacted] a voice mail letting him know that the vehicle was complete. He called back and said he would stop by and pay. After a few days the vehicle was still not picked up and we called him again and got same answer from Mr [redacted] that he would be here in a couple days. This went on and on for weeks. Finally we just wanted our loaner car back and told him the vehicle could stay here until he got enough money to pay the bill but we really needed our loaner car back. Another week went by and he wouldnt drop our car off or return any of our phone calls. We had to have left at least 5 voicemails. Finally we decided to call the police department. They came and ran the plates and thats when we figured out that the vehicle didnt belong to Mr [redacted] it actually belonged to [redacted]. The police department got ahold of Mr [redacted] and it turned out that Mr [redacted] had given our loaner car to Mr [redacted] without us knowing. So the police told Mr [redacted] to have our loaner car back to us by the end of the business day. Mr [redacted] arrived with the loaner car and paid the bill and took the vehicle. About a month later Mr [redacted] returned stating that the rear end felt loose. We determined that the driver side rear ball joint was worn. He elected not to have the repairs done at our shop. Then on 3-5-14 with 8,909 miles having occoured since original repairs were done Mr [redacted] stated that the passanger side rear axle had come out of rear end. Our technician removed the passanger side rear axle and installed c-clip and topped off fluids. At that time the customer was explained to that the rear differental that was installed was used and we would take care of this repair as a goodwill for him and if he had any issues in the future related to the used rear end it would be his responsiblity for repair costs. If you have any furthur questions or need anymore information let us know.
Thanks,
Lakeland Motor Sales
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The resin that I reject there response is because the issue never had anything to do with the initial repairs or the fact the the rear differential was used. The issue is that when I brought it back to them on 3-5-14 to fix the passenger side axle when they were finished they said that everything was fine. When in all reality it was not. They installed the new c-clip on the axle and reinstalled it but the axle was bent and the upper control arm was cracked and they never told me. They told me that everything was fine. The axle was an after market part. Which they stated comes with a parts only warranty and the axle was missing the c-clip therefor being a defective part which would be covered by the warranty, but they installed it any way. Because they installed a defective part it caused the other damage that I had to have repaired by another shop. In the first email that I sent when I made the complaint I attached a copy of the bill from the other shop and those are the repairs that I think they should be responsible for.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] Ii
Good Afternoon,
We also forgot to mention that on june 29 2013 we replaced the rear pinion seal at no charge to the customer. We have done 2 goodwill repairs for him. To clear up confusion on the last repairs that we made, we removed the pass rear axle and replaced the c-clip. We feel that even though the customer was verbally told that the rear differental was a used part and we were not responsible for any further repairs on that part if something happened in the future, we feel that he should have given us the opportunity to look at the vehicle and offer him assistance and he chose to take it to another shop. If you need anything else let us know.
...⇄ you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
They have still not addressed the initial complaint. That when they replaced the c-clip the axle was bent and the upper control are was cracked and they never brought it to my attention and that the faulty axle caused the damage to the differential. They should be responsible for the repairs because they installed a faulty part that caused further damage and in regards to why I didn't bring it back to them for repair is because it was a problem with the repairs that they had preformed and they said that they would take no further responsibility for any further repairs.
Regards,
[redacted] Ii