Matthews Ford, Inc.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that the explanation provided does not satisfy any of the concerns that were mentioned For your reference, details of the offer I reviewed appear below
There was no response to my statement about my *** being under Aarow's care for 3-days for 'factory maintenance' and the fact that I called the same day I had picked my vehicle up to let them know about my AC not workingMy *** was overall in their possession when the AC was not workingThe statement of the air box door freeing itself is not a great 'solution'Why is it that 3-weeks later, after putting the freon in, my *** is still blowing out cool air and working just fine, working normally like it did BEFORE the factory maintenance? I also do no appreciate the fact that the company thought that I had put too much freon in my JeepI wouldn't do this without the proper knowledge and of course I wouldn't have gotten the knowledge or help from Aarow, as the only solution from them was to get a $repair to fix my AC. Lastly, just because you have a fiance that is Cambodian does not say or justify that you don't or haven't discriminated against anyoneThis is besides the problem, overall I am not happy with the reply from Aarow
Regards,
*** ***

Case# *** First I would like to say that as a business we encourage feedback
as it helps us with development of our every day functions, from our
technicians to our front officeWe are committed to
providing quality service
to our customers, and we make every effort to give customers thorough
information and cost estimates regarding their vehiclesThat being said, in
this business you do not always know exact figures, and so we make customers
aware in those situations that we have to assess the car and repairs required,
which is why it is called an “estimate”Our intention would never be to
misrepresent ourselves or this business, as we take a great deal of pride in
what we doIn this case, we did everything we could to give this customer
thorough information and I would like to give further details of the
interactionThere is gaps in information that should be clarifiedOn the first visit with the
obvious exhaust leak, in which we fixed, we had pointed out that the state
inspection was due soonI stated that the *** CR-V would possibly need a
headlight because of the damage to the driver front corner from the accident
Also to pass inspection the vehicle would need at the very least the right
front sway bar link and the left rear sway bar link because they both had too
much play in the joint to passWhen the customer spoke to Palmer the service
writer about the repairs he stated to the customer that he priced up the repair
to only “pass inspection” and did not price the headlight because we were not
quite sure we would need the whole assembly or notUpon dropping the vehicle
off on the 2nd visit to have the repairs done we discussed that we did not know
exactly how much the headlight would cost because of the damage to the bumper
and fenderI stated that it could take up to hours longer depending
on what was needed to be doneWe only charged an additional hour labor to
bend the support for the headlight so it could fit correctly and charged for
the headlight assembly itself which was $We could not accurately assess
the damage the first time because once we removed the headlight to see the
damage the headlight would not be able to be put back in, thus leaving you
without a vehicle for a few daysAlso when we spoke about the sway bar links
both front and rear we agreed that is was best to replace both front and both
rear sway bar links on this vehicleIE $x2= $and both rears
$75.12(discounted)Everything was presented to you promptly and up front which
would explain the cost differenceSorry for the inconvenience this may have
caused but in total this repair was still less than the $1,that the body
shop quoted just to fix the CR-V headlight.We have copies of the estimate
and the final repair order if necessary for any further questions that may need
to be answered.Regards,
*** ***

Case number ***To whom it my concern:We have performed numerus repair on this vehicleAll of
which has been neededIn October we road tested and perform a visual inspection
a State Inspection and found the vehicle needing to have the transmission
overhauled a fan clutch, both u-joints on
the front axle are worn out both
front hub/wheel bearing are noisy, multiple engine oil leaks the worst at this
point is the engine oil pan gasket and rear engine oil seals, when replacing
the fan clutch we notice the water pump leaking, all four tires are in poor
condition, they will pass state inspection now but will need them very soon.We overhaul the transmission, the fan clutch and the
water pump and thermostat, the front axle u-joints and the rear engine oil seal
and engine pan gasket at this point at the customer request/ approvalMrMrs*** brought the vehicle back on October 2,
Symptom/request is seeing fluid on the drive wayWe found it to be the
customer declined the repairs at this point.On November 4, Mr*** brought the vehicle back in
to have the front drive axle seal replced.On December 2, Mr*** brought the vehicle back in
stating that he still seeing a leak on the drivewayWe found the valve cover
gasket leaking down the back side of the engine and the transmission oil pan
gasket leaking which we took care of under our warrantyWe replace the valve
cover gasket at this point.On February 8, Mr*** brought the vehicle back to
us stating still seeing Transmission fluid on the drivewayThe technician found
no signs of the transmission leaking, found the rear pinion seal on the rear
differential is leaking and making a whining noise, and oil on the left side of
the engineWhich we cleaned off the engine and induced some dye in the oil and
ask Mr*** to drive for a few days and bring it back so we can pin point
where the oil is coming fromOn February 17, brought the trunk back and the
technician found the oil at the bottom of the transmission bell housing at the
back of the engine indicating that the rear main seal is leaking may have other
seals or camshaft plugWe also found the water pump bypass hose leakingWe
installed a new rear engine oil seal and pan gasket and a new bypass hoseOn February 24, Mr*** brought the vehicle back in
stating the same thingWe saw a small drip of oil on the engine oil panAt
this point we refunded the monies for the rear engine oil seal and Pan gasket
part and laborA total of $***.This situation is very frustrating for the customer as
well as usWe explain the best we could about other possible places were the
leaks could be coming from and with oils leaks it is not unusual to repair one
leak and have it leak somewhere elseWith it being 16-year oil and 181,
miles on the vehicleIt like the saying we are only as strong as our weakest
linkThis is way we felt that refund the monies for the engine oil leaks was
the right thing to do.I hope this clears everything up and it satisfies all
partiesWe try to do the best job possible for our customer and keep a good
reputation.Roy B***Manager

To whom it may concern:I am in receipt of this complaint and would like to start
off by saying that we have been serving the RVA area since 1985, work hard to
maintain a very good reputation and take this situation very seriouslyAfter
speaking with my technician and Service Manager (Todd R***)
I would like to
offer the following response.First off the work that we did should have no effect of the
air conditioning system however when *** returned we were glad to look over
what we had done and check to see why the a/c was not workingAt that time as
*** states the air was not blowing out of the passenger side or rear ducts
and barely blowing out the driver’s sideThe air flow out of the ducts is
determined by a series of doors on the air box, not by the amount of Freon in
the systemFreon will only effect the temperature of the air coming out of the
ductsWe hooked up on a/c machine and at that time the Freon levels were
within specs.The only explanation that we have is that at the time when
*** *** a/s system was not working properly is that it was caused by one of
the air door’s being stuck and it eventually freed itself upIf that is the
case it may or may not occur again in the futureI also hope that ** *** has
not overfilled the system with Freon as that may cause future damage to her a/c
system.I would also like to state that we treat all our customers
with the utmost respect and the thought that we may have discriminated because
*** is female and Asian is completely wrongFYI, my finance is Cambodian and came
here as a refugee almost years ago and all our employees love her.If you have any questions please don’t hesitate to contact
me.Sincerely,***

To whom it may concern:On or about July 27, Mr*** *** brought in a *** *** *** to have his transmission diagnosedHe was explained the initial test would be to determine if the problem was electrical, external or internal in the transmission and he authorized us to do a
diagnostic test for $***The problem was found to be an internal issue and the next step would be to remove and disassemble the the transmission to to see exactly what damage it had and the the final cost for repairsThe charge for this would be $***and applies towards the total cost of repairsMr*** authorized this inspection and we proceededUpon the internal inspection we found extensive damage and wear to the internal parts of his transmission that made it not cost effective to repairAt that point we priced a remanufactured transmission at well over $***and realizing it was an older vehicle we recommended to install a used transmission with 76,and a month warranty for $***We made Mr*** aware of some other brake, motor mount and steering issues that his car had as wellI understand that this was an expensive repair but unfortunately we have no control over what is needed for repairsMr*** decided not to proceed with needed repairs and in lieu of the amount owed offered to turn over ownership of the vehicleWe have since disposed of the vehicle. This is the first we have heard of this situation, Mr*** never mentioned or expressed his dissatisfaction about this situation to us and we believed this to be an amicable resolution for all parties

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
I went back to arrow with another leak in my truck it was from the front and arrow said it was a rear seal and he gave me ***dollars and then said it you want me to fix it being the check back then he said I know that not the problem and I will find it when you bring it back that not the problem it is the transmission it jerks when you drive it the transmission the truck is a price a mess it don't work you can drive it miles I paid all that money and it is a piece of trash over *** dollars he have people work in there and don't know what to do I just want my money back because the truck is no good water pump went bad after paying money it was every week taking it back to them the truck is not driving right and the money I send I would like to have it backit Still leaking in my driveway from the front it is the transmission I brought it back and he said it was the transmission and wanted me paid for it I said I paid you for that and he said oh yea the transmission is still leaking and I just want my money back*** ***