Response received via e-mail to Revdex.com from [redacted] : "I have reviewed the consumers complaint and unfortunately we will not be able to assist the consumer with her request to pay/reimburse her for the repairs on the vehicle The vehicle is years old and was purchased as is with no warranty If you have any further questions please let me knowThanks, [redacted] "
I am rejecting this response because: It angers me to know that Ayour company did not properly inspect this vehicle, I bought from you or Byou knew about the severely rusted strut and decided to not mention it at all during the saleYou put my life and other at danger because of this and not only did I have to replace my struts immediately, costing me a large amount of money, I also have to get new tires now too due to the friction wear on the tire from the strutI am not looking for any help and I'm certainly not looking to do any further business with your companyYou have put my family and me through enough unnecessary term oil
Final Consumer Response /* (2000, 7, 2015/09/08) */
I was contacted by the general manager at Midway FordHe made sure that I got what I was promisedHe was extremely helpful and courteous
This is case is resolved as far as I am concerned
I am rejecting this response because:
It angers me to know that A. your company did not properly inspect this vehicle, I bought from you or B. you knew about the severely rusted strut and decided to not mention it at all during the sale. You put my life and other at danger because of this and not only did I have to replace my struts immediately, costing me a large amount of money, I also have to get new tires now too due to the friction wear on the tire from the strut. I am not looking for any help and I'm certainly not looking to do any further business with your company. You have put my family and me through enough unnecessary term oil.
Initial Business Response /* (1000, 5, 2015/11/18) */
We assisted [redacted], before vehicle was ever in our dealership, to try and get him assistance from Ford Motor Co on the cost of repairs to have his engine fixed. Vehicle was a company truck for [redacted] and already...
disassembled at another independent service facility. We also offered Custom Construction Service our special fleet pricing on parts and labor to repair their vehicle, without every being a customer to Midway Ford prior to this visit.
Customer had vehicle towed to Midway Ford disassembled with a the right side of engine apart and one fuel injector removed from the engine, unable to be run and verify integrity of base engine. It had one rocker arm broken in half and the other arms were worn badly (not an uncommon problem for this engine). We recommended replacing both rocker arm shaft assemblies (right and left side) due to the wear seen on the right side that was disassembled. We gave [redacted] from [redacted] a written estimate to make the repairs to the vehicle. [redacted] approved the preliminary estimate and we replaced both rocker arm shaft assemblies and reassembled removed fuel injector.
Once engine was back together and able to be started, the technician noticed a squeaking noise from the engine when idling. I called [redacted] and advised him of the noise, he said truck has been squeaking for awhile and a mechanic told him it was just a belt. I recommended that we remove the belts and double check noise, [redacted] made a verbal agreement to have belts removed to recheck for noise. Technician removed belts and noise was still present, technician said that squeak would intermittently subside and start ticking. We made an estimate to do a complete tear down on engine and replace camshaft and lifters. Customer advised us to put vehicle back together and he was going to drive it until noise got worse.
Through the complete process of working on [redacted] truck, I had never met with [redacted] or anyone representing [redacted] in person. Customer would always come into Midway Ford after 4 pm. My normal hours at the dealership is 6:30am to 4:00pm and out on customer visits and deliveries after 4pm to as late as 8pm. Every time someone would come into Midway Ford to pick up or drop off truck a verbal confrontation would start, this was with a different service adviser at Midway Ford each time. Last time customer came to dealership to drive truck and insisted that we lost the keys for his truck. My service adviser David had to call me and put me in contact with person from Custom Construction 2 different times, customer was raising his voice so others could hear in the service lane and lounge. Come to find out the customer did have the keys and took the truck the following day when I asked him to remove it from our lot.
[redacted] was given two different written estimates to replace the engine in the truck, one estimate for a long block and the other estimate for a complete engine assembly. Both estimates clearly show the list price and cost of all parts that Midway is willing to sell them for. The sale price on all parts is a small percentage over dealer cost with the exception to the large ticket items (long block, complete engine assembly) which are only marked up a couple hundred dollars over cost. Labor is at $104.95/hr which is about $40-$50 less per/hr than local dealership customer pay rates. All times are straight book, industry standard, times out of Alldata with an additional time for removing racking to get cab off. I did verbally tell Customer Construction that I would credit them previous repair cost in good faith if work was done here.
[redacted] states that he has tried to be in contact with us many times, but I have yet to meet him in person during my normal business hours. I would have been very happy to sit down and go over everything in person with him, but he has never attempted to come in during the day or made an appointment for me to stay late to meet with him. Instead of working out any problems or questions with me, he has chosen to write letters to the general manager. Due to multiple conversations with customer that turned negative and letters written from Custom Construction with different spins on the same situation, the decision was made that it would be best for both parties not to continue our business relationship.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the Midway Ford statement: It is true that our truck was not in running condition when we towed it to Midway Ford. I did receive, and approve, the written estimate for the rocker arm repair. Up to this point everything was fine. Then when Brian called to tell me that work on the truck was finished and it was running great, he also informed me that before I could pick it up I needed to pay for it over the phone ASAP. I told Brian that I would like to test drive the truck before I paid for the repair. Brian then laughed and said I didn't trust him. He also went on to say that he has been doing this for 20+ years, and everyone pays over the phone. I decided to trust Brian and paid $2,592.97. After receiving payment, he very nonchalantly explained to me that there is a little squeaking noise from the engine when it idles. I assumed that the noise Brian was describing was the noise from the belt, which I was already aware of.
I arrived to pick up the truck and started it up while still in Midway Ford's lot. The so- called little squeaking noise was actually a very loud banging, clucking noise coming from the engine. This is a noise that I have never heard in the last 4 years of owning this truck. I immediately felt that Brian downplayed this noise to get me to pay the $2,592.97 over the phone. Brian then stated that he recommended that they remove the belts and double check the noise coming from the engine, however, he did not do so until after we pointed out the loud, banging, clucking noise to him, and told him that it was not normal.
I understand that it is difficult to diagnose a truck when it is not in running condition. I understand that there are possible unknowns when dealing with mechanical issues. As I am not a mechanic, I put my trust in Brian and Midway Ford's mechanics to do the right thing. The fact remains that anyone with a mechanical background would know the difference between a little squeaking noise and a loud banging noise. My nature is to naturally trust people, especially a large company like Midway Ford, but in this case I can only assume that Brian was being dishonest. Why else would he tell me the truck was running great and press for payment over the phone, all before test driving it?
Brian states that he told me in good faith he would credit this repair cost if I went ahead and had the truck's engine replaced at his shop. This is not true. It was not a gesture offered in good faith. I had to endure multiple discussions and argue with Brian to get this to happen. He even went so far as to say I have "gold digging motives." It was like pulling teeth. On top of that, Brian didn't even originally want to write me an estimate for the new engine cost. Eventually, Brian did write up an estimate for a new, complete engine. Knowing that my trust had already been betrayed once, I compared his estimate to estimates from multiple other Ford dealers in the area. It turned out Brian's estimate was $2,232.71 higher than all the others, roughly the cost of the "credit" he had offered me.
Overall, our experience with Midway Ford has been extremely sub-par. From the beginning we have dealt with their dishonesty and disrespect. Their continual lying, name- calling, and lack of communication has all been very unprofessional, as was their estimate proposing to charge us for the supposed credit we were to receive. I am surprised that an upstanding company like Ford would associate with such an unethical shop.
Response received via e-mail to Revdex.com from [redacted]: "I have reviewed the consumers complaint and unfortunately we will not be able to assist the consumer with her request to pay/reimburse her for the repairs on the vehicle. The vehicle is 9 years old and was purchased as is with no...
warranty. If you have any further questions please let me know. Thanks,[redacted]"
Business response received via e-mail to Revdex.com: "I have reviewed Mr. [redacted]'s case and I do not feel we are at fault for the damage to his wheels. I personally inspected the wheels after the tires were installed and due to the location of the damage in question I don't feel it is...
possible this occurred while mounting tires. We have guards on our tire machines to prevent damaging wheels. I spoke with the technician who mounted the tires and he informed me that Mr. [redacted] watched him mount and balance the tires and had no issues until after the service was completed. As in any business mistakes can happen and when we make a mistake we take care of it for our customers. In this particular case we do not feel we are at fault and will not be replacing Mr. [redacted]'s wheels for him at no charge. As a gesture of goodwill we would be happy to sell him new wheels at dealer cost. If you have any questions please let me know.Thanks,Jim [redacted]Case#[redacted]"
Initial Business Response /* (1000, 8, 2016/01/29) */
After reviewing Mr. [redacted]'s complaint we are unable to give him a $50 parts credit. We understand his frustration but the coupon Mr. [redacted] wanted to use did not apply to the services he had done that day. The coupon he wanted to use was...
for repairs at retail pricing only. Mr. [redacted] had maintenance items performed that day which are already discounted.
Response received via e-mail to Revdex.com from [redacted] : "I have reviewed the consumers complaint and unfortunately we will not be able to assist the consumer with her request to pay/reimburse her for the repairs on the vehicle The vehicle is years old and was purchased as is with no warranty If you have any further questions please let me knowThanks, [redacted] "
I am rejecting this response because: It angers me to know that Ayour company did not properly inspect this vehicle, I bought from you or Byou knew about the severely rusted strut and decided to not mention it at all during the saleYou put my life and other at danger because of this and not only did I have to replace my struts immediately, costing me a large amount of money, I also have to get new tires now too due to the friction wear on the tire from the strutI am not looking for any help and I'm certainly not looking to do any further business with your companyYou have put my family and me through enough unnecessary term oil
Final Consumer Response /* (2000, 7, 2015/09/08) */
I was contacted by the general manager at Midway FordHe made sure that I got what I was promisedHe was extremely helpful and courteous
This is case is resolved as far as I am concerned
I am rejecting this response because:
It angers me to know that A. your company did not properly inspect this vehicle, I bought from you or B. you knew about the severely rusted strut and decided to not mention it at all during the sale. You put my life and other at danger because of this and not only did I have to replace my struts immediately, costing me a large amount of money, I also have to get new tires now too due to the friction wear on the tire from the strut. I am not looking for any help and I'm certainly not looking to do any further business with your company. You have put my family and me through enough unnecessary term oil.
Initial Business Response /* (1000, 5, 2015/11/18) */
We assisted [redacted], before vehicle was ever in our dealership, to try and get him assistance from Ford Motor Co on the cost of repairs to have his engine fixed. Vehicle was a company truck for [redacted] and already...
disassembled at another independent service facility. We also offered Custom Construction Service our special fleet pricing on parts and labor to repair their vehicle, without every being a customer to Midway Ford prior to this visit.
Customer had vehicle towed to Midway Ford disassembled with a the right side of engine apart and one fuel injector removed from the engine, unable to be run and verify integrity of base engine. It had one rocker arm broken in half and the other arms were worn badly (not an uncommon problem for this engine). We recommended replacing both rocker arm shaft assemblies (right and left side) due to the wear seen on the right side that was disassembled. We gave [redacted] from [redacted] a written estimate to make the repairs to the vehicle. [redacted] approved the preliminary estimate and we replaced both rocker arm shaft assemblies and reassembled removed fuel injector.
Once engine was back together and able to be started, the technician noticed a squeaking noise from the engine when idling. I called [redacted] and advised him of the noise, he said truck has been squeaking for awhile and a mechanic told him it was just a belt. I recommended that we remove the belts and double check noise, [redacted] made a verbal agreement to have belts removed to recheck for noise. Technician removed belts and noise was still present, technician said that squeak would intermittently subside and start ticking. We made an estimate to do a complete tear down on engine and replace camshaft and lifters. Customer advised us to put vehicle back together and he was going to drive it until noise got worse.
Through the complete process of working on [redacted] truck, I had never met with [redacted] or anyone representing [redacted] in person. Customer would always come into Midway Ford after 4 pm. My normal hours at the dealership is 6:30am to 4:00pm and out on customer visits and deliveries after 4pm to as late as 8pm. Every time someone would come into Midway Ford to pick up or drop off truck a verbal confrontation would start, this was with a different service adviser at Midway Ford each time. Last time customer came to dealership to drive truck and insisted that we lost the keys for his truck. My service adviser David had to call me and put me in contact with person from Custom Construction 2 different times, customer was raising his voice so others could hear in the service lane and lounge. Come to find out the customer did have the keys and took the truck the following day when I asked him to remove it from our lot.
[redacted] was given two different written estimates to replace the engine in the truck, one estimate for a long block and the other estimate for a complete engine assembly. Both estimates clearly show the list price and cost of all parts that Midway is willing to sell them for. The sale price on all parts is a small percentage over dealer cost with the exception to the large ticket items (long block, complete engine assembly) which are only marked up a couple hundred dollars over cost. Labor is at $104.95/hr which is about $40-$50 less per/hr than local dealership customer pay rates. All times are straight book, industry standard, times out of Alldata with an additional time for removing racking to get cab off. I did verbally tell Customer Construction that I would credit them previous repair cost in good faith if work was done here.
[redacted] states that he has tried to be in contact with us many times, but I have yet to meet him in person during my normal business hours. I would have been very happy to sit down and go over everything in person with him, but he has never attempted to come in during the day or made an appointment for me to stay late to meet with him. Instead of working out any problems or questions with me, he has chosen to write letters to the general manager. Due to multiple conversations with customer that turned negative and letters written from Custom Construction with different spins on the same situation, the decision was made that it would be best for both parties not to continue our business relationship.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the Midway Ford statement: It is true that our truck was not in running condition when we towed it to Midway Ford. I did receive, and approve, the written estimate for the rocker arm repair. Up to this point everything was fine. Then when Brian called to tell me that work on the truck was finished and it was running great, he also informed me that before I could pick it up I needed to pay for it over the phone ASAP. I told Brian that I would like to test drive the truck before I paid for the repair. Brian then laughed and said I didn't trust him. He also went on to say that he has been doing this for 20+ years, and everyone pays over the phone. I decided to trust Brian and paid $2,592.97. After receiving payment, he very nonchalantly explained to me that there is a little squeaking noise from the engine when it idles. I assumed that the noise Brian was describing was the noise from the belt, which I was already aware of.
I arrived to pick up the truck and started it up while still in Midway Ford's lot. The so- called little squeaking noise was actually a very loud banging, clucking noise coming from the engine. This is a noise that I have never heard in the last 4 years of owning this truck. I immediately felt that Brian downplayed this noise to get me to pay the $2,592.97 over the phone. Brian then stated that he recommended that they remove the belts and double check the noise coming from the engine, however, he did not do so until after we pointed out the loud, banging, clucking noise to him, and told him that it was not normal.
I understand that it is difficult to diagnose a truck when it is not in running condition. I understand that there are possible unknowns when dealing with mechanical issues. As I am not a mechanic, I put my trust in Brian and Midway Ford's mechanics to do the right thing. The fact remains that anyone with a mechanical background would know the difference between a little squeaking noise and a loud banging noise. My nature is to naturally trust people, especially a large company like Midway Ford, but in this case I can only assume that Brian was being dishonest. Why else would he tell me the truck was running great and press for payment over the phone, all before test driving it?
Brian states that he told me in good faith he would credit this repair cost if I went ahead and had the truck's engine replaced at his shop. This is not true. It was not a gesture offered in good faith. I had to endure multiple discussions and argue with Brian to get this to happen. He even went so far as to say I have "gold digging motives." It was like pulling teeth. On top of that, Brian didn't even originally want to write me an estimate for the new engine cost. Eventually, Brian did write up an estimate for a new, complete engine. Knowing that my trust had already been betrayed once, I compared his estimate to estimates from multiple other Ford dealers in the area. It turned out Brian's estimate was $2,232.71 higher than all the others, roughly the cost of the "credit" he had offered me.
Overall, our experience with Midway Ford has been extremely sub-par. From the beginning we have dealt with their dishonesty and disrespect. Their continual lying, name- calling, and lack of communication has all been very unprofessional, as was their estimate proposing to charge us for the supposed credit we were to receive. I am surprised that an upstanding company like Ford would associate with such an unethical shop.
Response received via e-mail to Revdex.com from [redacted]: "I have reviewed the consumers complaint and unfortunately we will not be able to assist the consumer with her request to pay/reimburse her for the repairs on the vehicle. The vehicle is 9 years old and was purchased as is with no...
warranty. If you have any further questions please let me know. Thanks,[redacted]"
Business response received via e-mail to Revdex.com: "I have reviewed Mr. [redacted]'s case and I do not feel we are at fault for the damage to his wheels. I personally inspected the wheels after the tires were installed and due to the location of the damage in question I don't feel it is...
possible this occurred while mounting tires. We have guards on our tire machines to prevent damaging wheels. I spoke with the technician who mounted the tires and he informed me that Mr. [redacted] watched him mount and balance the tires and had no issues until after the service was completed. As in any business mistakes can happen and when we make a mistake we take care of it for our customers. In this particular case we do not feel we are at fault and will not be replacing Mr. [redacted]'s wheels for him at no charge. As a gesture of goodwill we would be happy to sell him new wheels at dealer cost. If you have any questions please let me know.Thanks,Jim [redacted]Case#[redacted]"
Initial Business Response /* (1000, 8, 2016/01/29) */
After reviewing Mr. [redacted]'s complaint we are unable to give him a $50 parts credit. We understand his frustration but the coupon Mr. [redacted] wanted to use did not apply to the services he had done that day. The coupon he wanted to use was...
for repairs at retail pricing only. Mr. [redacted] had maintenance items performed that day which are already discounted.