Mertz Motor

Customer (Mr [redacted] ) was informed on 05/04/at approximately 10:a.m (1) the transmission was not available from local suppliers, as it was a 22-year-old vehicle model(20) Transmission was ordered from Jasper Engine and Transmission, located in Jasper, Indiana(3) Jasper would not guarantee transmission arrival before Friday, 05/06/16, even if a $delivery upcharge was paid(4) Customer asked and was then informed if the replacement transmission was delivered early Thursday, 05/05/16, it possibility would be installed late Friday, 05/05/ (5) Mertz Ford Technicians started working on said vehicle on 05/04/to prepare said vehicle to install Jasper transmission as quickly as possible on its arrival (6) The transmission arrived on the afternoon of Friday, 05/06/ At which time two Certified Ford Technicians were assigned the task of installing the Jasper Transmission (7) The transmission install was not complete due the late arrival time of said transmission (8) The transmission install was finished and completed by Tech #6, a Certified Ford Master Technician who volunteered on his day off Saturday, 05/07/ Note: Technician was not late on Saturday morning He was assisted by Tech #1, a Certified Ford Technician (9) Leak of coolant was noticed by customer and Tech # Leak stopped after motorhome warmed-up Customer and Tech #test drove the motorhome together, at end of test drive motorhome was still not leaking Tech #asked customer (Mr [redacted] ) for permission to further check out his motorhome because of the previous seen leak Mr [redacted] refused any other authorized work as he was in a hurry Tech #advised customer at this time to watch temperature gauges and any other signs of overheating during trip and to check coolant every time he stopped Also, Tech #supplied customer with 1/gallons of coolant in case it was needed Note: Service Advisor #also advised customer to check fluid level at every stop and check for overheat and replace loss coolant if needed (10) Customer allegation of installing H block incorrectly and not provided by Jasper is completely false H-block also known by Jasper list as the bypass component was shipped with the Jasper Transmission including directions on the install of the bypass component also known as a H-block This is part of Jasper coolant kit number [redacted] Note: Afore mentioned information was confirmed by Jay at Jasper Engines and Transmissions (11) Ford Master Certified Technician #affirmed proper installation of transmission and also performed a flow test confirming proper installation In conclusion, Mr [redacted] allegations of promising to complete the repair of his Motorhome by Friday, 05/06/16, is not true unless Mertz Ford had the transmission early on Thursday, 05/05/ Mertz Ford used every resource up to and including Ford Master Certified Technician who came in on his day off and two Ford Certified Techs working two days to complete Mr [redacted] ’s Motorhome repair Mertz Ford Management rearranged and rescheduled other customers to accommodate Mr [redacted] ’s repair, to expedite and minimize his inconvenience and breakdown to get him back on the road as quickly as possible Mertz Ford and its employees worked in a professional and forthright manner completing Mr [redacted] ’s repair properly, correctly and as quickly as possible Mertz Ford Service Manager (Robbie Brown) attempted to collect information from ***’s Transmission in Commerce, CO regarding Mr [redacted] ’s allegation of improper installation Service Manger was turned down by a unknown female who answered the phone who stated, “That their mechanics did not speak English and therefore could not communicate with to him (Service Manager).” Mr [redacted] ’s request of monetary reimbursement is completely unwarranted [redacted] General Manager Mertz Ford

Customer (Mr. [redacted]) was informed on 05/04/16 at approximately 10:00 a.m.  (1) the transmission was not available from local suppliers, as it was a 22-year-old vehicle 1994 model. (20) Transmission was ordered from Jasper Engine and Transmission, located in Jasper, Indiana. (3) Jasper would...

not guarantee transmission arrival before Friday, 05/06/16, even if a $75.00 delivery upcharge was paid. (4) Customer asked and was then informed if the replacement transmission was delivered early Thursday, 05/05/16, it possibility would be installed late Friday, 05/05/16.  (5) Mertz Ford Technicians started working on said vehicle on 05/04/16 to prepare said vehicle to install Jasper transmission as quickly as possible on its arrival.  (6) The transmission arrived on the afternoon of Friday, 05/06/16.  At which time two Certified Ford Technicians were assigned the task of installing the Jasper Transmission.  (7) The transmission install was not complete due the late arrival time of said transmission.  (8) The transmission install was finished and completed by Tech #6, a Certified Ford Master Technician who volunteered on his day off Saturday, 05/07/16.  Note: Technician was not late on Saturday morning.  He was assisted by Tech #1, a Certified Ford Technician.  (9) Leak of coolant was noticed by customer and Tech #1.  Leak stopped after motorhome warmed-up.  Customer and Tech #1 test drove the motorhome together, at end of test drive motorhome was still not leaking.  Tech #1 asked customer (Mr. [redacted]) for permission to further check out his motorhome because of the previous seen leak.  Mr. [redacted] refused any other authorized work as he was in a hurry.  Tech #1 advised customer at this time to watch temperature gauges and any other signs of overheating during trip and to check coolant every time he stopped.  Also, Tech #1 supplied customer with 2 1/2 gallons of coolant in case it was needed.  Note: Service Advisor #7 also advised customer to check fluid level at every stop and check for overheat and replace loss coolant if needed.  (10) Customer allegation of installing H block incorrectly and not provided by Jasper is completely false.  H-block also known by Jasper list as the bypass component was shipped with the Jasper Transmission including directions on the install of the bypass component also known as a H-block.  This is part of Jasper coolant kit number [redacted].  Note: Afore mentioned information was confirmed by Jay at Jasper Engines and Transmissions.  (11) Ford Master Certified Technician #6 affirmed proper installation of transmission and also performed a flow test confirming proper installation.  In conclusion, Mr. [redacted] allegations of promising to complete the repair of his 1994 Motorhome by Friday, 05/06/16, is not true unless Mertz Ford had the transmission early on Thursday, 05/05/16.  Mertz Ford used every resource up to and including Ford Master Certified Technician who came in on his day off and two Ford Certified Techs working two days to complete Mr. [redacted]’s 1994 Motorhome repair.  Mertz Ford Management rearranged and rescheduled other customers to accommodate Mr. [redacted]’s repair, to expedite and minimize his inconvenience and breakdown to get him back on the road as quickly as possible.  Mertz Ford and its employees worked in a professional and forthright manner completing Mr. [redacted]’s repair properly, correctly and as quickly as possible.  Mertz Ford Service Manager (Robbie Brown) attempted to collect information from [redacted]’s Transmission in Commerce, CO regarding Mr. [redacted]’s allegation of improper installation.  Service Manger was turned down by a unknown female who answered the phone who stated, “That their mechanics did not speak English and therefore could not communicate with to him (Service Manager).”  Mr. [redacted]’s request of monetary reimbursement is completely unwarranted.   [redacted] General Manager Mertz Ford