Maguires Ford

January 18, 2018Dear [redacted] :The purpose of this letter is to respond to the referenced letter of complaint filed by [redacted] The primary issue involves repairs related to an alleged “no start" concern; therefore, we appreciate the opportunity to respond to this customer's complaint from our company's perspectiveAs you may already know, Maguire‘s Ford, Inctakes all complaints against our dealership seriously Naturally, we do everything we can that is reasonable and responsible to handle complaints in a way that will satisfy our customersThe customer's perception of our dealership, is important as we want to keep them as loyal customers of our dealership.While it is a rare occurrence, we occasionally get a complaint that weare unable to resolve in a mannerthat is requested by our customerFor this reason, we are providing you with the background on thiscomplaint from our perspective as we unfortunately can't meet this customer's expectations.BackgroundOn January 2, [redacted] had his vehicle towed to our dealership based upon an alleged "nostart" concernThe vehicle is a Ford [redacted] with miles in service, and this was the first timewe had seen this unit at our dealershipWhile questioning the customer, he advised us that the batteryhad been recently replaced, as [redacted] just purchased the vehicle from a private ownerThecustomer advised us that when he put the battery in the vehicle, he got a lot of sparks once it wasconnectedWhen asked if he reversed the cables accidently, he said "no."As we began our diagnostic procedures we attempted to charge the battery and it would not take achargeOur diagnostics also led us to replace the battery and starter as we could not get the vehicle tostart without these componentsIt should be also be noted that the battery cable wire was exposedand also not able to provide current through to the starterFor this reason, we also had to replace thebattery cableFurther diagnostics led us to replace the PCM (power control module) as it was not getting ground.Once this was done, we were finally able to start the vehicle; however, it would not runIt still needs afuel pump module and alternatorThe Customer's ComplaintIn the customer’s letter, he mentioned that we've had to replace a number of parts to get the vehiclestartedWhile this is true, we followed a logical pattern of diagnostics in order to get the vehicle tostartNow that we are able to get it started, it will need additional repairs to get it ready to runItshould be noted that all ofthe replacement components and the reasons for replacing them werecovered with [redacted] , and he authorized every repairUnfortunately, based upon the age andcondition ofthe vehicle when it entered our repair shop, all of these repairs were necessary in order toget the vehicle to run properly.Thank you for providing us with the opportunity to respond to this customer's complaintIf you needany additional information, we will provide it upon request.Sincerely, Ryan R.President

January 18, 2018Dear [redacted]:The purpose of this letter is to respond to the referenced letter of complaint filed by [redacted]
[redacted]. The primary issue involves repairs related to an alleged “no start" concern; therefore, we appreciate the opportunity to respond to this...

customer's complaint from our company's perspective. As you may already know, Maguire‘s Ford, Inc. takes all complaints against our dealership seriously.  Naturally, we do everything we can that is reasonable and responsible to handle complaints in a way that will satisfy our customers. The customer's perception of our dealership, is important as we want to keep them as loyal customers of our dealership.While it is a rare occurrence, we occasionally get a complaint that weare unable to resolve in a mannerthat is requested by our customer. For this reason, we are providing you with the background on thiscomplaint from our perspective as we unfortunately can't meet this customer's expectations.BackgroundOn January 2, 2018 [redacted] had his vehicle towed to our dealership based upon an alleged "nostart" concern. The vehicle is a 2002 Ford [redacted] with 200103 miles in service, and this was the first timewe had seen this unit at our dealership. While questioning the customer, he advised us that the batteryhad been recently replaced, as [redacted] just purchased the vehicle from a private owner. Thecustomer advised us that when he put the battery in the vehicle, he got a lot of sparks once it wasconnected. When asked if he reversed the cables accidently, he said "no."As we began our diagnostic procedures we attempted to charge the battery and it would not take acharge. Our diagnostics also led us to replace the battery and starter as we could not get the vehicle tostart without these components. It should be also be noted that the battery cable wire was exposedand also not able to provide current through to the starter. For this reason, we also had to replace thebattery cable. Further diagnostics led us to replace the PCM (power control module) as it was not getting ground.Once this was done, we were finally able to start the vehicle; however, it would not run. It still needs afuel pump module and alternator. The Customer's ComplaintIn the customer’s letter, he mentioned that we've had to replace a number of parts to get the vehiclestarted. While this is true, we followed a logical pattern of diagnostics in order to get the vehicle tostart. Now that we are able to get it started, it will need additional repairs to get it ready to run. Itshould be noted that all ofthe replacement components and the reasons for replacing them werecovered with [redacted], and he authorized every repair. Unfortunately, based upon the age andcondition ofthe vehicle when it entered our repair shop, all of these repairs were necessary in order toget the vehicle to run properly.Thank you for providing us with the opportunity to respond to this customer's complaint. If you needany additional information, we will provide it upon request.Sincerely, Ryan R.President