Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
On behalf of MacHaik's Southway Ford I would like to apologize for any misunderstandingWe would like to make the customer aware that MacHaik's Southway Ford is not the one who makes the decision on replacing parts ie (junk) salvage, aftermarket, reconditioned, or factory replacementThe decision
is strictly made by the individuals choice of insurance providerMany insurance providers follow the same guidelines as the customers in this matter. In addition the estimate of repairs that need to be made is a process done by the insurance providerMany people think that the repair shop is the one who is the decision maker on repairs and that is not the caseIf a repair facility makes an unauthorized repair, the insurance provider will not pay for that repairEach time we make a repair we are reimbursed by the insurance provider and therefor we have no reason not to make the proper repairsUnfortunately in cases where the vehicle has sustained major damage it is not uncommon for a vehicle to need a supplement repair or repairs as in this situation. We value the customers business and truly hope the customer does not still feel the same about our organization after this explanationWe do understand the customer has been inconvenienced do the fact they were involved in an accident but they should know our goal is to do everything in our control to make them happy. If we can be of any further assistance please feel free to contact the stores General Manager who is always willing to help
Without getting into great detail at this time all concerns are being addressed to our knowledgeThe customers Insurance company has gotten involved and have indeed realized the vehicle was in need of additional repairsThe insurance company has given the dealership authorization to make the supplemental repairs, and at this point some of the work has already been performedOur dealership prides itself on integrity and trying our best to give excellent service, unfortunately some things are out of our controlWe do make mistakes from time to time but we try not toWe would also like to point out that we have many former military personal here at our dealership and we are proud of them as well as all other active or former soldiersAt this point we hope the customer has received the resolution they were looking for and is back on the road soon
MacHaik’s Southway Ford
Complaint: ***
I am rejecting this response because:
We really appreciate the response and the fact they seem to be more proactive since Revdex.com has been involved but the repairs on our vehicle continue to date We intend on retrieving our vehicle this morning and recent conversations indicate this will probably continue So due to the Revdex.com six day response deadline we're submitting this response as a place holder to continue this discussion
Regards,
*** ***
In this matter the company does not feel any fault in the situationThe customer brought us his vehicle to diagnose and was unhappy with the outcomeWe do understand that the necessary repairs needed are costly but are what our certified technicians have recommendedThe customer approved what
would be necessary for us to make the proper diagnosis but when he was made aware of the recommended repairs he became very upset and started getting loud. Per witness statement the customer started using profanity and was trying to grab company documents out of the service writers hand and tore the papersThe company will not allow for its employees to be treated in such a manor and so the customer was asked to leaveWe the company have done what we were asked to do which was to give our professional opinion as to what it would take to fix the vehicle and unfortunately the fix is not always what the customer wants to hearWe are sympathetic to the situation but feel at this point the customer should seek service elsewhere under the circumstancesIf the customer has any questions in regards to the services the company has performed and he has paid for, we will be more than happy to answer any of themThe company is sorry that the customers vehicle is in need of repairs and hope the he finds a resolution that is to his satisfactory
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
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The response is false. First-I would like noted if the Place of Business in this case Southway Mac Haik Ford felt my father was so at fault, why then not response to our concerns directly and instead wait until a Revdex.com complaint was submitted to respond, I think this shows culpability in and of itself.Secofather did authorize a dignostic for his truck and agree to pay approxiamtely $as stated. However once again as a mechanic by trade my father asked when ready to pay the 2nd 1/of payment to look at the truck to confirm what he was paying for was valid. To this request *** *** declined, my father insisted and finally after persuasion *** did take my father to look at the truck. My father (being once again a mechanic by trade) had in advance asked of *** to leave the valve covers off off in order to confirm work was done as promised in addition to allow the next mechanic easier access. This was not done and my father noted work was not done as promised. To this *** was now heated and told my father in a "taunting/unprofessional" manner that this truck was now his and HE (***) pulled papers away from my father which caused a tear in the papers. In addition my father did become understandably upset and did tell *** he was "Stupid"-I clearly do not feel as though this is FOUL language as stated, however that said the reasoning for this comment was because he had every intention to pay and yet *** was taunting w/keys in hand that this was now his truck and that the camera was watching my father. My father confirms no witness aside from this camethat is where he considers a witness. I also wanted to ensure and make clear that as a consumer and further a Senior Citizen I am totally disgusted with the manner in which this "manager" treated my father as though a criminal when clearly my father had every intention of paying again just a his right wanted to confirm what it was he was paying for. I will ensure NEVER to use these "services" and further feel that my father as a consumer had every right to protect his best interest. Being a Ford loyal family-that his left a very bad taste in my mouth, as I stated to the original complaint (that this merchant never responded to)-we have loved and bought FORD for many many years-all my family has-but this can change that for sure as I feel NO one should be treated this way when entrusting a "service provider" with their vehicle, much less a SENIOR CITIZEN
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
We appreciate the response but it seems Mac Haik Southway Ford is attempting to down play the true details of this on-going, six month long ordeal. I’ll let the following documented correspondence and excerpts from emails speak for themselves
Steering tight and obviously binding at the o’clock position. Inner steering gear replaced with a part from the junk yard. Refer
to email correspondence
“Air Conditioner stops working immediately while waiting at all red lights It only works while the vehicle is moving.” Refer to email correspondence
While making a left handed U-turn the vehicle hops forward as if something is wrong with front differential, control arms or ball joints, or something similar. Involves either the alignment or suspension parts since it 'hops' forward while making a sharp u-turn at slow speeds. This could be caused suspension parts, alignment, or rear alignment. Refer to email correspondence
There’s a whining sound when turning as if there is air or something wrong with the power steeringRefer to email correspondence
5.
We're also experiencing a serious electrical ignition problem of some sort We noticed on July that the ignition would not start unless you slammed either the glove compartment or closed the front door We have videos of this and available upon requestAnd as of this morning the vehicle does not start Refer to email correspondence
The air conditioning refrigerant line was not secured to the frame and is rubbing on the alternator pulley. Refer to email correspondence.
There are two connectors right next to the battery that do not plug into each other. This tells me something is missing or connections were not properly made. See attached photo and Refer to email correspondence
The vehicle sways (left and right) excessively while quickly changing lanes at high speedsIt seems as if it doesn't properly recover such as the front spring is worn. Refer to email correspondence
“Mac Haik, As you and I just discussed over the phone I emailed the Kia dealer yesterday with my concerns and you, Mac Haik Southway Ford and Geico, have confirmed that there is nothing wrong with the vehicle despite the swaying (item #8) and the hopping of the vehicle during u-turns (item #3).” Refer to email correspondence
The adjusted toe on the rear wheels to its maximum spec tolerance could be the cause of the hopping during u-turns.
Or the suspension parts that are shown as damaged by the SAI could be the culprit also. Refer to email correspondence
Upon having a different independent ASE certified shop verify the alignment they have identified excessive camber on the alignment that either Hyundai or Mac Haik Southway Ford did. Refer to the attached photos showing the 'out of spec' front and rear camber. It has been recorded that alignment adjustments were made in order to compensate for the damaged parts on the front left side. Keep in mind that the front camber is not adjustable on this vehicle and that an 'out of spec' front camber or SAI angle clearly indicate damaged parts. Upon further investigation it was determined that the front left lower control arm was the
culprit. The lower control arm is twisted up and away from the point of impact and is not mounting on the new cradle correctly.
Refer to the attached photos
I wanted to let you know that I'd rather make an appointment with your mechanic to inspect the vehicle. With everything
that I've found wrong with the vehicle repairs I'd rather be present during your inspection and alignment check. My mechanic and I also found the actual cause of the A/C fading in and out during regular stops at traffic lights. It was a previous issue that we identified in the past but it's still not working correctly. Please schedule me for an inspection of the vehicle with your mechanic for both the camber issue and the reoccurring AC issue. Thanks
Refer to item below dated July and the attached photos. As previously mentioned, my mechanic and I found the actual cause of the A/C fading in and out during regular stops at traffic lights. It was a previous issue that we identified and you attempted to correct but it's still not working correctly. The aftermarket cooling fan that you installed is only a speed and the OEM original fan is a dual speed (hi/lo). The lo fan doesn’t automatically come on when the AC starts so the only cooling the AC condenser gets is when the vehicle is moving and the hi fan kicks in which is intermittent. The relays are working fine and we
are getting power all the way at the fan connector. The fan has only one speed and is not equivalent to OEM. Let me know how you want to proceed. And please be advised that my intentions are not to turn this vehicle in
As you've probably already heard I was there yesterday afternoon and met with Mr* and his mechanic to inspect the camber
and the cooling fan issue. The mechanic put it on the alignment lift and basically validated the same camber numbers that we previously reported in the email trail below. He measured both sides from the control arm knuckle to the frame with a tape measure and noticed a 1/inch difference. He wasn’t sure if it had to be symmetrical or if it was within tolerance but there was a definite difference between the driver side and passenger side measurement. He also recommended to MrB the replacement of the strut,
control arm and knuckle as one assembly
Reference claim number *** dated April and previous correspondence and complaints we've had with your quality of service. Once again the repairs that you've done are inferior. The 'knee assembly' you obtained from the salvage yard and installed on my vehicle had a bad strut. It also was the incorrect coil spring. Right now my front axle has two different spring heights due to the non OEM equivalent part. Both sides of the vehicle squeak with it being more pronounced on the drivers side
It should be noted that ALL of the discrepancies listed above were identified by myself and a military affiliated ASE certified shop and not by Mac Haiks shop. This company lacks quality control and they seem to think that turning a blind eye to these unsafe and unfair practices relieves them of their own liability and responsibility to this community
This might be how Mac Haik Southway Ford does business on a daily basis but there is nothing about taking advantage of the insurance system and knowingly putting unsafe vehicles back out on the streets. Since Geico does not have any oversight or
quality control over their repairs aside from a visual aesthetics and inventory inspection, Mac Haik knows that they’ll get full payment regardless if they perform the repairs correctly or not unless the consumer ‘catches it’. This is especially true when they know that
most consumers will probably turn right around and trathe vehicle regardless if they know that it’s safe or not. I will not participate, despite Mac Haiks desire, in this practice by knowingly trading in this vehicle and passing off the problem and the liability to a different dealer and to another innocent family.
This company’s practices are either due to incompetence or their practices are intentional and used as a business tactic to save money and push that liability to someone else. Either way, it is wrong, unsafe and unfair to any military or civilian consumer within
the *** *** area.
Regards,
*** ***
We greatly appreciate the customers business and are sorry for any inconvenience or misunderstanding this may of causedAt this time our business office has been in contact with the customer to resolve the issue and expedite the refund processWe feel the issue is resolved and no further action
will be nessasery
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
Regards,
*** ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
On behalf of MacHaik's Southway Ford I would like to apologize for any misunderstandingWe would like to make the customer aware that MacHaik's Southway Ford is not the one who makes the decision on replacing parts ie (junk) salvage, aftermarket, reconditioned, or factory replacementThe decision
is strictly made by the individuals choice of insurance providerMany insurance providers follow the same guidelines as the customers in this matter. In addition the estimate of repairs that need to be made is a process done by the insurance providerMany people think that the repair shop is the one who is the decision maker on repairs and that is not the caseIf a repair facility makes an unauthorized repair, the insurance provider will not pay for that repairEach time we make a repair we are reimbursed by the insurance provider and therefor we have no reason not to make the proper repairsUnfortunately in cases where the vehicle has sustained major damage it is not uncommon for a vehicle to need a supplement repair or repairs as in this situation. We value the customers business and truly hope the customer does not still feel the same about our organization after this explanationWe do understand the customer has been inconvenienced do the fact they were involved in an accident but they should know our goal is to do everything in our control to make them happy. If we can be of any further assistance please feel free to contact the stores General Manager who is always willing to help
Without getting into great detail at this time all concerns are being addressed to our knowledgeThe customers Insurance company has gotten involved and have indeed realized the vehicle was in need of additional repairsThe insurance company has given the dealership authorization to make the supplemental repairs, and at this point some of the work has already been performedOur dealership prides itself on integrity and trying our best to give excellent service, unfortunately some things are out of our controlWe do make mistakes from time to time but we try not toWe would also like to point out that we have many former military personal here at our dealership and we are proud of them as well as all other active or former soldiersAt this point we hope the customer has received the resolution they were looking for and is back on the road soon
MacHaik’s Southway Ford
Complaint: ***
I am rejecting this response because:
We really appreciate the response and the fact they seem to be more proactive since Revdex.com has been involved but the repairs on our vehicle continue to date We intend on retrieving our vehicle this morning and recent conversations indicate this will probably continue So due to the Revdex.com six day response deadline we're submitting this response as a place holder to continue this discussion
Regards,
*** ***
In this matter the company does not feel any fault in the situationThe customer brought us his vehicle to diagnose and was unhappy with the outcomeWe do understand that the necessary repairs needed are costly but are what our certified technicians have recommendedThe customer approved what
would be necessary for us to make the proper diagnosis but when he was made aware of the recommended repairs he became very upset and started getting loud. Per witness statement the customer started using profanity and was trying to grab company documents out of the service writers hand and tore the papersThe company will not allow for its employees to be treated in such a manor and so the customer was asked to leaveWe the company have done what we were asked to do which was to give our professional opinion as to what it would take to fix the vehicle and unfortunately the fix is not always what the customer wants to hearWe are sympathetic to the situation but feel at this point the customer should seek service elsewhere under the circumstancesIf the customer has any questions in regards to the services the company has performed and he has paid for, we will be more than happy to answer any of themThe company is sorry that the customers vehicle is in need of repairs and hope the he finds a resolution that is to his satisfactory
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
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The response is false. First-I would like noted if the Place of Business in this case Southway Mac Haik Ford felt my father was so at fault, why then not response to our concerns directly and instead wait until a Revdex.com complaint was submitted to respond, I think this shows culpability in and of itself.Secofather did authorize a dignostic for his truck and agree to pay approxiamtely $as stated. However once again as a mechanic by trade my father asked when ready to pay the 2nd 1/of payment to look at the truck to confirm what he was paying for was valid. To this request *** *** declined, my father insisted and finally after persuasion *** did take my father to look at the truck. My father (being once again a mechanic by trade) had in advance asked of *** to leave the valve covers off off in order to confirm work was done as promised in addition to allow the next mechanic easier access. This was not done and my father noted work was not done as promised. To this *** was now heated and told my father in a "taunting/unprofessional" manner that this truck was now his and HE (***) pulled papers away from my father which caused a tear in the papers. In addition my father did become understandably upset and did tell *** he was "Stupid"-I clearly do not feel as though this is FOUL language as stated, however that said the reasoning for this comment was because he had every intention to pay and yet *** was taunting w/keys in hand that this was now his truck and that the camera was watching my father. My father confirms no witness aside from this camethat is where he considers a witness. I also wanted to ensure and make clear that as a consumer and further a Senior Citizen I am totally disgusted with the manner in which this "manager" treated my father as though a criminal when clearly my father had every intention of paying again just a his right wanted to confirm what it was he was paying for. I will ensure NEVER to use these "services" and further feel that my father as a consumer had every right to protect his best interest. Being a Ford loyal family-that his left a very bad taste in my mouth, as I stated to the original complaint (that this merchant never responded to)-we have loved and bought FORD for many many years-all my family has-but this can change that for sure as I feel NO one should be treated this way when entrusting a "service provider" with their vehicle, much less a SENIOR CITIZEN
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
We appreciate the response but it seems Mac Haik Southway Ford is attempting to down play the true details of this on-going, six month long ordeal. I’ll let the following documented correspondence and excerpts from emails speak for themselves
Steering tight and obviously binding at the o’clock position. Inner steering gear replaced with a part from the junk yard. Refer
to email correspondence
“Air Conditioner stops working immediately while waiting at all red lights It only works while the vehicle is moving.” Refer to email correspondence
While making a left handed U-turn the vehicle hops forward as if something is wrong with front differential, control arms or ball joints, or something similar. Involves either the alignment or suspension parts since it 'hops' forward while making a sharp u-turn at slow speeds. This could be caused suspension parts, alignment, or rear alignment. Refer to email correspondence
There’s a whining sound when turning as if there is air or something wrong with the power steeringRefer to email correspondence
5.
We're also experiencing a serious electrical ignition problem of some sort We noticed on July that the ignition would not start unless you slammed either the glove compartment or closed the front door We have videos of this and available upon requestAnd as of this morning the vehicle does not start Refer to email correspondence
The air conditioning refrigerant line was not secured to the frame and is rubbing on the alternator pulley. Refer to email correspondence.
There are two connectors right next to the battery that do not plug into each other. This tells me something is missing or connections were not properly made. See attached photo and Refer to email correspondence
The vehicle sways (left and right) excessively while quickly changing lanes at high speedsIt seems as if it doesn't properly recover such as the front spring is worn. Refer to email correspondence
“Mac Haik, As you and I just discussed over the phone I emailed the Kia dealer yesterday with my concerns and you, Mac Haik Southway Ford and Geico, have confirmed that there is nothing wrong with the vehicle despite the swaying (item #8) and the hopping of the vehicle during u-turns (item #3).” Refer to email correspondence
The adjusted toe on the rear wheels to its maximum spec tolerance could be the cause of the hopping during u-turns.
Or the suspension parts that are shown as damaged by the SAI could be the culprit also. Refer to email correspondence
Upon having a different independent ASE certified shop verify the alignment they have identified excessive camber on the alignment that either Hyundai or Mac Haik Southway Ford did. Refer to the attached photos showing the 'out of spec' front and rear camber. It has been recorded that alignment adjustments were made in order to compensate for the damaged parts on the front left side. Keep in mind that the front camber is not adjustable on this vehicle and that an 'out of spec' front camber or SAI angle clearly indicate damaged parts. Upon further investigation it was determined that the front left lower control arm was the
culprit. The lower control arm is twisted up and away from the point of impact and is not mounting on the new cradle correctly.
Refer to the attached photos
I wanted to let you know that I'd rather make an appointment with your mechanic to inspect the vehicle. With everything
that I've found wrong with the vehicle repairs I'd rather be present during your inspection and alignment check. My mechanic and I also found the actual cause of the A/C fading in and out during regular stops at traffic lights. It was a previous issue that we identified in the past but it's still not working correctly. Please schedule me for an inspection of the vehicle with your mechanic for both the camber issue and the reoccurring AC issue. Thanks
Refer to item below dated July and the attached photos. As previously mentioned, my mechanic and I found the actual cause of the A/C fading in and out during regular stops at traffic lights. It was a previous issue that we identified and you attempted to correct but it's still not working correctly. The aftermarket cooling fan that you installed is only a speed and the OEM original fan is a dual speed (hi/lo). The lo fan doesn’t automatically come on when the AC starts so the only cooling the AC condenser gets is when the vehicle is moving and the hi fan kicks in which is intermittent. The relays are working fine and we
are getting power all the way at the fan connector. The fan has only one speed and is not equivalent to OEM. Let me know how you want to proceed. And please be advised that my intentions are not to turn this vehicle in
As you've probably already heard I was there yesterday afternoon and met with Mr* and his mechanic to inspect the camber
and the cooling fan issue. The mechanic put it on the alignment lift and basically validated the same camber numbers that we previously reported in the email trail below. He measured both sides from the control arm knuckle to the frame with a tape measure and noticed a 1/inch difference. He wasn’t sure if it had to be symmetrical or if it was within tolerance but there was a definite difference between the driver side and passenger side measurement. He also recommended to MrB the replacement of the strut,
control arm and knuckle as one assembly
Reference claim number *** dated April and previous correspondence and complaints we've had with your quality of service. Once again the repairs that you've done are inferior. The 'knee assembly' you obtained from the salvage yard and installed on my vehicle had a bad strut. It also was the incorrect coil spring. Right now my front axle has two different spring heights due to the non OEM equivalent part. Both sides of the vehicle squeak with it being more pronounced on the drivers side
It should be noted that ALL of the discrepancies listed above were identified by myself and a military affiliated ASE certified shop and not by Mac Haiks shop. This company lacks quality control and they seem to think that turning a blind eye to these unsafe and unfair practices relieves them of their own liability and responsibility to this community
This might be how Mac Haik Southway Ford does business on a daily basis but there is nothing about taking advantage of the insurance system and knowingly putting unsafe vehicles back out on the streets. Since Geico does not have any oversight or
quality control over their repairs aside from a visual aesthetics and inventory inspection, Mac Haik knows that they’ll get full payment regardless if they perform the repairs correctly or not unless the consumer ‘catches it’. This is especially true when they know that
most consumers will probably turn right around and trathe vehicle regardless if they know that it’s safe or not. I will not participate, despite Mac Haiks desire, in this practice by knowingly trading in this vehicle and passing off the problem and the liability to a different dealer and to another innocent family.
This company’s practices are either due to incompetence or their practices are intentional and used as a business tactic to save money and push that liability to someone else. Either way, it is wrong, unsafe and unfair to any military or civilian consumer within
the *** *** area.
Regards,
*** ***
At this time the customer has been contacted and all concerns have addressed and resolved to customers satisfaction
We greatly appreciate the customers business and are sorry for any inconvenience or misunderstanding this may of causedAt this time our business office has been in contact with the customer to resolve the issue and expedite the refund processWe feel the issue is resolved and no further action
will be nessasery
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
Regards,
*** ***