Initial Business Response / [redacted] (1000, 5, 2015/01/30) */ "The customer brought the vehicle in with a used Control unit(PCM) indicating that they had the vehicle diagnosed at another shop and the diagnosis was that the vehicle needed a new control unitThis outside shop did not have the equipment to program and install the PCM and she requested that we do soUpon inspection of the customer's used PCM, we identified the fact that this used PCM had already been programmed to a vehicle with a theft deterrent system and this programming could not be overriddenWe notified the customer that this used PCM would not work, offered her the [redacted] options which she declinedAbout a month later, she brought in an unprogrammed aftermarket control unit to have programmed and reinstalled in her vehicleWe programmed the PCM, installed it in her vehicle and immediately upon powering up the vehicle, the new control unit went out indicating a short somewhere in the wiring harnessThis was in all probability the reason for the failure of the original control unitUntil the PCM was installed, we had no idea that there were other issues with the truckThe Service Advisor contacted the customer, notified her of the problem and recommended that she authorize our technician diagnostic time to attempt to find the short which was the root cause of her failuresThe customer declined indicating that all she was going to spend was the $ [redacted] that she was quoted for the programming and installationWe had already spent a great deal of time on this truck that we are not going to charge for We did what the customer asked forIn order to properly repair this vehicle, the customer must be prepared to allow us to perform a proper diagnosisThis will take some time to go through the wiring harness and may ultimately lead to a requirement that the wiring harness be replacedBringing her vehicle in with other defects other than just a failed control unit and not allowing proper diagnosis is not our fault but we will in good faith we will be glad to release this truck to the owner at no charge." [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) This explanation is not what happenedWhen the second PCM failed I was told that it was bad and had to return it to [redacted] for another one [redacted] took it back and did not have the parts to rebuild the one that we told was bad (never told anything about the truck shorting it out) [redacted] recommended another manufacturer for a brand new ECMWhen I got that in I took it myself to the repair departmentWhile I still had it in my hand (I have a witness to this transaction) I told [redacted] that this was not to be installed if there was a short in the truck because the warranty, still taped to the part, was void if the truck had a shortI called the shop several weeks later asking what the status was and when my call was returned I was told that they had spent hours searching for the short and that I owed them over $ [redacted] already and they wanted to know "how far I wanted to go"I was furiousI never authorized over $***He said he would talk "to the boss" and get back with meThree days later he called and said he was going to drop the $ [redacted] because the original person I had spoken to was no longer with them and they had no idea what we had discussedHe asked me how much further I wanted to go in the search for the shortI authorized more hours and that was itI waited almost another month then started calling again [redacted] finally called me back after I left a message with the service manager and His first words out of his mouth were "You have no idea how glad I'll be to get rid of this truck." He said "good news is we found the short" I asked when I could pick up the truck and he said "well, the bad news is that you're gonna need another PCM"I told him that if he fried the PCM it was his responsibility to replace itHis exact words were "well, we figured you could just take it back to a different [redacted] ." Really! He wanted me to take it back and refund it saying it was bad too? So, considering the statement from the dealer that tells me right there that they have lied all alongThey told me that [redacted] sold me a bad partI can have the manager at [redacted] verify thatThey owe me a new part from the same place that that one came fromIt had a life time warranty on itI also want their assurance that, like [redacted] said, they found and fixed the shortThe truck, and me, should be made wholeI have no problem paying for legitimate workI authorized hours of searching for the short and was told that they had found itI will also pay the $ [redacted] for installing the PCM even though this one didn't need programedIt was already programed to the truck Final Business Response / [redacted] (***0, 9, 2015/02/04) */ We tried to repair the vehicle per the customers instructionsWe were told all that it needed was aa PCM installed and programmedThere is no way to know there is a short till this is done and the customer did not mention anything about a short when this repair startedWe have not been able to find the short even though we have a lot of time involved in looking for itI cannot tell you how much time it will take to find the short or if it can be foundIt could require a whole new wire harnessWe will not charge her for any of the work we have done and will cut her a check for $ [redacted] which will buy her a new PCM which should make her wholePlease let me know if that is acceptable to her.We cannot continue to work on the short unless the customer is willing to pay for the time and parts that will be needed [redacted] Final Consumer Response / [redacted] (4200, 12, 2015/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) After I authorized [redacted] to spend two more hours looking for the short he called and told me that he had found the short and knew where it wasThat conversation is recordedThe least they can do is repair the short or let me know where they found it so that I can take it somewhere else to have it repairedIf they will tell me where the short is - which I was clearly told by [redacted] that it was found - I will accept the check to cover the cost of the part that was damaged by Fletcher
Initial Business Response /* (1000, 5, 2015/01/30) */
"The customer brought the vehicle in with a used Control unit(PCM) indicating that they had the vehicle diagnosed at another shop and the diagnosis was that the vehicle needed a new control unit. This outside shop did not have the equipment to...
program and install the PCM and she requested that we do so. Upon inspection of the customer's used PCM, we identified the fact that this used PCM had already been programmed to a vehicle with a theft deterrent system and this programming could not be overridden. We notified the customer that this used PCM would not work, offered her the [redacted] options which she declined. About a month later, she brought in an unprogrammed aftermarket control unit to have programmed and reinstalled in her vehicle. We programmed the PCM, installed it in her vehicle and immediately upon powering up the vehicle, the new control unit went out indicating a short somewhere in the wiring harness. This was in all probability the reason for the failure of the original control unit. Until the PCM was installed, we had no idea that there were other issues with the truck. The Service Advisor contacted the customer, notified her of the problem and recommended that she authorize our technician diagnostic time to attempt to find the short which was the root cause of her failures. The customer declined indicating that all she was going to spend was the $** that she was quoted for the programming and installation. We had already spent a great deal of time on this truck that we are not going to charge for.
We did what the customer asked for. In order to properly repair this vehicle, the customer must be prepared to allow us to perform a proper diagnosis. This will take some time to go through the wiring harness and may ultimately lead to a requirement that the wiring harness be replaced. Bringing her vehicle in with other defects other than just a failed control unit and not allowing proper diagnosis is not our fault but we will in good faith we will be glad to release this truck to the owner at no charge."
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This explanation is not what happened. When the second PCM failed I was told that it was bad and had to return it to [redacted] for another one. [redacted] took it back and did not have the parts to rebuild the one that we told was bad (never told anything about the truck shorting it out). [redacted] recommended another manufacturer for a brand new ECM. When I got that in I took it myself to the repair department. While I still had it in my hand (I have a witness to this transaction) I told [redacted] that this was not to be installed if there was a short in the truck because the warranty, still taped to the part, was void if the truck had a short. I called the shop several weeks later asking what the status was and when my call was returned I was told that they had spent 5 hours searching for the short and that I owed them over $[redacted] already and they wanted to know "how far I wanted to go". I was furious. I never authorized over $[redacted]. He said he would talk "to the boss" and get back with me. Three days later he called and said he was going to drop the $[redacted] because the original person I had spoken to was no longer with them and they had no idea what we had discussed. He asked me how much further I wanted to go in the search for the short. I authorized 2 more hours and that was it. I waited almost another month then started calling again. [redacted] finally called me back after I left a message with the service manager and His first words out of his mouth were "You have no idea how glad I'll be to get rid of this truck." He said "good news is we found the short" I asked when I could pick up the truck and he said "well, the bad news is that you're gonna need another PCM". I told him that if he fried the PCM it was his responsibility to replace it. His exact words were "well, we figured you could just take it back to a different [redacted]." Really! He wanted me to take it back and refund it saying it was bad too? So, considering the statement from the dealer that tells me right there that they have lied all along. They told me that [redacted] sold me a bad part. I can have the manager at [redacted] verify that. They owe me a new part from the same place that that one came from. It had a life time warranty on it. I also want their assurance that, like [redacted] said, they found and fixed the short. The truck, and me, should be made whole. I have no problem paying for legitimate work. I authorized 2 hours of searching for the short and was told that they had found it. I will also pay the $** for installing the PCM even though this one didn't need programed. It was already programed to the truck.
Final Business Response /* ([redacted]0, 9, 2015/02/04) */
We tried to repair the vehicle per the customers instructions. We were told all that it needed was aa PCM installed and programmed. There is no way to know there is a short till this is done and the customer did not mention anything about a short when this repair started. We have not been able to find the short even though we have a lot of time involved in looking for it. I cannot tell you how much time it will take to find the short or if it can be found. It could require a whole new wire harness. We will not charge her for any of the work we have done and will cut her a check for $[redacted] which will buy her a new PCM which should make her whole. Please let me know if that is acceptable to her.We cannot continue to work on the short unless the customer is willing to pay for the time and parts that will be needed.
[redacted]
Final Consumer Response /* (4200, 12, 2015/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After I authorized [redacted] to spend two more hours looking for the short he called and told me that he had found the short and knew where it was. That conversation is recorded. The least they can do is repair the short or let me know where they found it so that I can take it somewhere else to have it repaired. If they will tell me where the short is - which I was clearly told by [redacted] that it was found - I will accept the check to cover the cost of the part that was damaged by Fletcher.
Initial Business Response / [redacted] (1000, 5, 2015/01/30) */ "The customer brought the vehicle in with a used Control unit(PCM) indicating that they had the vehicle diagnosed at another shop and the diagnosis was that the vehicle needed a new control unitThis outside shop did not have the equipment to program and install the PCM and she requested that we do soUpon inspection of the customer's used PCM, we identified the fact that this used PCM had already been programmed to a vehicle with a theft deterrent system and this programming could not be overriddenWe notified the customer that this used PCM would not work, offered her the [redacted] options which she declinedAbout a month later, she brought in an unprogrammed aftermarket control unit to have programmed and reinstalled in her vehicleWe programmed the PCM, installed it in her vehicle and immediately upon powering up the vehicle, the new control unit went out indicating a short somewhere in the wiring harnessThis was in all probability the reason for the failure of the original control unitUntil the PCM was installed, we had no idea that there were other issues with the truckThe Service Advisor contacted the customer, notified her of the problem and recommended that she authorize our technician diagnostic time to attempt to find the short which was the root cause of her failuresThe customer declined indicating that all she was going to spend was the $ [redacted] that she was quoted for the programming and installationWe had already spent a great deal of time on this truck that we are not going to charge for We did what the customer asked forIn order to properly repair this vehicle, the customer must be prepared to allow us to perform a proper diagnosisThis will take some time to go through the wiring harness and may ultimately lead to a requirement that the wiring harness be replacedBringing her vehicle in with other defects other than just a failed control unit and not allowing proper diagnosis is not our fault but we will in good faith we will be glad to release this truck to the owner at no charge." [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) This explanation is not what happenedWhen the second PCM failed I was told that it was bad and had to return it to [redacted] for another one [redacted] took it back and did not have the parts to rebuild the one that we told was bad (never told anything about the truck shorting it out) [redacted] recommended another manufacturer for a brand new ECMWhen I got that in I took it myself to the repair departmentWhile I still had it in my hand (I have a witness to this transaction) I told [redacted] that this was not to be installed if there was a short in the truck because the warranty, still taped to the part, was void if the truck had a shortI called the shop several weeks later asking what the status was and when my call was returned I was told that they had spent hours searching for the short and that I owed them over $ [redacted] already and they wanted to know "how far I wanted to go"I was furiousI never authorized over $***He said he would talk "to the boss" and get back with meThree days later he called and said he was going to drop the $ [redacted] because the original person I had spoken to was no longer with them and they had no idea what we had discussedHe asked me how much further I wanted to go in the search for the shortI authorized more hours and that was itI waited almost another month then started calling again [redacted] finally called me back after I left a message with the service manager and His first words out of his mouth were "You have no idea how glad I'll be to get rid of this truck." He said "good news is we found the short" I asked when I could pick up the truck and he said "well, the bad news is that you're gonna need another PCM"I told him that if he fried the PCM it was his responsibility to replace itHis exact words were "well, we figured you could just take it back to a different [redacted] ." Really! He wanted me to take it back and refund it saying it was bad too? So, considering the statement from the dealer that tells me right there that they have lied all alongThey told me that [redacted] sold me a bad partI can have the manager at [redacted] verify thatThey owe me a new part from the same place that that one came fromIt had a life time warranty on itI also want their assurance that, like [redacted] said, they found and fixed the shortThe truck, and me, should be made wholeI have no problem paying for legitimate workI authorized hours of searching for the short and was told that they had found itI will also pay the $ [redacted] for installing the PCM even though this one didn't need programedIt was already programed to the truck Final Business Response / [redacted] (***0, 9, 2015/02/04) */ We tried to repair the vehicle per the customers instructionsWe were told all that it needed was aa PCM installed and programmedThere is no way to know there is a short till this is done and the customer did not mention anything about a short when this repair startedWe have not been able to find the short even though we have a lot of time involved in looking for itI cannot tell you how much time it will take to find the short or if it can be foundIt could require a whole new wire harnessWe will not charge her for any of the work we have done and will cut her a check for $ [redacted] which will buy her a new PCM which should make her wholePlease let me know if that is acceptable to her.We cannot continue to work on the short unless the customer is willing to pay for the time and parts that will be needed [redacted] Final Consumer Response / [redacted] (4200, 12, 2015/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) After I authorized [redacted] to spend two more hours looking for the short he called and told me that he had found the short and knew where it wasThat conversation is recordedThe least they can do is repair the short or let me know where they found it so that I can take it somewhere else to have it repairedIf they will tell me where the short is - which I was clearly told by [redacted] that it was found - I will accept the check to cover the cost of the part that was damaged by Fletcher
Initial Business Response /* (1000, 5, 2015/01/30) */
"The customer brought the vehicle in with a used Control unit(PCM) indicating that they had the vehicle diagnosed at another shop and the diagnosis was that the vehicle needed a new control unit. This outside shop did not have the equipment to...
program and install the PCM and she requested that we do so. Upon inspection of the customer's used PCM, we identified the fact that this used PCM had already been programmed to a vehicle with a theft deterrent system and this programming could not be overridden. We notified the customer that this used PCM would not work, offered her the [redacted] options which she declined. About a month later, she brought in an unprogrammed aftermarket control unit to have programmed and reinstalled in her vehicle. We programmed the PCM, installed it in her vehicle and immediately upon powering up the vehicle, the new control unit went out indicating a short somewhere in the wiring harness. This was in all probability the reason for the failure of the original control unit. Until the PCM was installed, we had no idea that there were other issues with the truck. The Service Advisor contacted the customer, notified her of the problem and recommended that she authorize our technician diagnostic time to attempt to find the short which was the root cause of her failures. The customer declined indicating that all she was going to spend was the $** that she was quoted for the programming and installation. We had already spent a great deal of time on this truck that we are not going to charge for.
We did what the customer asked for. In order to properly repair this vehicle, the customer must be prepared to allow us to perform a proper diagnosis. This will take some time to go through the wiring harness and may ultimately lead to a requirement that the wiring harness be replaced. Bringing her vehicle in with other defects other than just a failed control unit and not allowing proper diagnosis is not our fault but we will in good faith we will be glad to release this truck to the owner at no charge."
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This explanation is not what happened. When the second PCM failed I was told that it was bad and had to return it to [redacted] for another one. [redacted] took it back and did not have the parts to rebuild the one that we told was bad (never told anything about the truck shorting it out). [redacted] recommended another manufacturer for a brand new ECM. When I got that in I took it myself to the repair department. While I still had it in my hand (I have a witness to this transaction) I told [redacted] that this was not to be installed if there was a short in the truck because the warranty, still taped to the part, was void if the truck had a short. I called the shop several weeks later asking what the status was and when my call was returned I was told that they had spent 5 hours searching for the short and that I owed them over $[redacted] already and they wanted to know "how far I wanted to go". I was furious. I never authorized over $[redacted]. He said he would talk "to the boss" and get back with me. Three days later he called and said he was going to drop the $[redacted] because the original person I had spoken to was no longer with them and they had no idea what we had discussed. He asked me how much further I wanted to go in the search for the short. I authorized 2 more hours and that was it. I waited almost another month then started calling again. [redacted] finally called me back after I left a message with the service manager and His first words out of his mouth were "You have no idea how glad I'll be to get rid of this truck." He said "good news is we found the short" I asked when I could pick up the truck and he said "well, the bad news is that you're gonna need another PCM". I told him that if he fried the PCM it was his responsibility to replace it. His exact words were "well, we figured you could just take it back to a different [redacted]." Really! He wanted me to take it back and refund it saying it was bad too? So, considering the statement from the dealer that tells me right there that they have lied all along. They told me that [redacted] sold me a bad part. I can have the manager at [redacted] verify that. They owe me a new part from the same place that that one came from. It had a life time warranty on it. I also want their assurance that, like [redacted] said, they found and fixed the short. The truck, and me, should be made whole. I have no problem paying for legitimate work. I authorized 2 hours of searching for the short and was told that they had found it. I will also pay the $** for installing the PCM even though this one didn't need programed. It was already programed to the truck.
Final Business Response /* ([redacted]0, 9, 2015/02/04) */
We tried to repair the vehicle per the customers instructions. We were told all that it needed was aa PCM installed and programmed. There is no way to know there is a short till this is done and the customer did not mention anything about a short when this repair started. We have not been able to find the short even though we have a lot of time involved in looking for it. I cannot tell you how much time it will take to find the short or if it can be found. It could require a whole new wire harness. We will not charge her for any of the work we have done and will cut her a check for $[redacted] which will buy her a new PCM which should make her whole. Please let me know if that is acceptable to her.We cannot continue to work on the short unless the customer is willing to pay for the time and parts that will be needed.
[redacted]
Final Consumer Response /* (4200, 12, 2015/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After I authorized [redacted] to spend two more hours looking for the short he called and told me that he had found the short and knew where it was. That conversation is recorded. The least they can do is repair the short or let me know where they found it so that I can take it somewhere else to have it repaired. If they will tell me where the short is - which I was clearly told by [redacted] that it was found - I will accept the check to cover the cost of the part that was damaged by Fletcher.