ACE Ford apologizes for any misunderstanding and values all our customersAt the time of the call we were not in possession of the assignment from Mr [redacted] ' insurance companySince we were not in possession of the estimate, it would not have been beneficial to him, nor us, to come in for an estimate that would have had to be re-completed once we were assigned the repairAlso, Mr [redacted] made an online appointment through [redacted] 's websiteWe do not receive the notification of the appointment until we receive the assignmentSince we did not receive the assignment, we had no details of an appointmentMr [redacted] called us shortly before our close of business and was letting us know he was coming in the very next morning right as we were openingHe was informed that we already had appointments set for the next morning We do our best to accommodate all our customers in a timely mannerPushing him before a customer of ours that already set an appointment would not be fair to that customerAgain, we apologize if he felt that we were rude to him during the conversation
Complaint: ***
I am rejecting this response because:The contents of the response say that I was briefed and accepted a cost, untrueFurther the cost is based off a pinpoint test that was not provided at the time of my picking up the vehicleThe supporting document provided by ACE shows that the test was "performed" on 7/18/(last piece of supporting documentation) as you can see from the second piece of supporting documentation the vehicle was picked up on 7/15/2017. ACE Ford is charging for work that per their own documentation wasn't performed as the vehicle was not at their shop on the date they claim to have serviced the vehicleMy compliant is and has always been that they've failed to show that they've performed the service, the final document was NEVER provided to me and obviously produced after the fact to showcase work they didn't do. I have attempted to work with ACE, I didn't simply remove my vehicle from the lot with a spare key without paying, the gentlemen who released the vehicle said he added in the account that proof of service and pinpoint test needed to be sent to me, it appears that has been removed from the receipt, however you can see that I noted with an * that pinpoint test must be provided, as that was the service they were saying I was paying forAt this point I am paying them for their "word" but it's an electronic test, there should be proof of the service being done WHILE the vehicle was in their possession and that it took hours to completeThey haven't until now provided any documentation, which appears to be falsified (they weren't in possession of the vehicle on the day they say it was performed) and what exactly took hours to do
Regards,
*** ***
Hello, [redacted] was informed of any diagnostic charges prior to the vehicle being pulled into our shop. [redacted] did provide 3 codes concerning the issue she was having. She was given those codes by independent repair facility. ACE Ford performed diagnostics on the vehicle - with [redacted]...
consent - and retrieved a total of 5 codes. Our service adviser made [redacted] aware of the proper procedure to complete the repair of her vehicle. [redacted] choose not to have the repairs completed and picked up the vehicle. All relevant information regarding the diagnostics was provided to [redacted].I am not sure what was done improperly or why we should provide free diagnostics on her vehicle after a price was discussed and agreed upon. It would appear that [redacted] went to an independent repair facility, did not feel they were competent to complete the repair and brought the vehicle to ACE. Now, with proper diagnostics and a repair estimate, she does not want to have it repaired at ACE. ACE performed a service, that was discussed and agreed upon prior to any work being completed. I have attached a copy of the repair order, a signed night drop envelope as well as the invoice with her payment and signature.Thank you
Ace is restating that the customer was provided pricing for the diagnosis prior to any work being preformed.Ace Ford feels the perception of diagnostic steps that are being performed along with the industry standard of flat rate billing miss understood by the [redacted] The diagnostic charge of $179.95 is a flat start on fee which included up to 1.5 of diagnostic time, this time includes the steps to properly diagnose a customers concern. It should not be mistaken that all pinpoint test always have measureable results. In some cases pinpoint test results may be a yes or no. I have attached a copy of test steps followed by the technician. Please note that they are screen shots directly from the Ford PCED manual which represent that were steps taken, again many of the steps include inspections of components with no recordable results.As far as the billing time the $179.95 charge includes 1.5 hours of diagnostic time. In the case of [redacted] charges the industry standard of flat rate billing was followed. It should be understood how the industry flat rate billing works. With flat rate billing, every operation is associated with a hourly time, should the operation take longer to be perform then the time the customer is not billed the extra time. Incases when the diagnostic times are less that the flat rate billing time, the charges are not discounted.
ACE Ford apologizes for any misunderstanding and values all our customers. At the time of the call we were not in possession of the assignment from Mr. [redacted]' insurance company. Since we were not in possession of the estimate, it would not have been beneficial to him, nor us, to come in for an...
estimate that would have had to be re-completed once we were assigned the repair. Also, Mr. [redacted] made an online appointment through [redacted]'s website. We do not receive the notification of the appointment until we receive the assignment. Since we did not receive the assignment, we had no details of an appointment. Mr. [redacted] called us shortly before our close of business and was letting us know he was coming in the very next morning right as we were opening. He was informed that we already had appointments set for the next morning. We do our best to accommodate all our customers in a timely manner. Pushing him before a customer of ours that already set an appointment would not be fair to that customer. Again, we apologize if he felt that we were rude to him during the conversation.
ACE Ford apologizes for any misunderstanding and values all our customersAt the time of the call we were not in possession of the assignment from Mr [redacted] ' insurance companySince we were not in possession of the estimate, it would not have been beneficial to him, nor us, to come in for an estimate that would have had to be re-completed once we were assigned the repairAlso, Mr [redacted] made an online appointment through [redacted] 's websiteWe do not receive the notification of the appointment until we receive the assignmentSince we did not receive the assignment, we had no details of an appointmentMr [redacted] called us shortly before our close of business and was letting us know he was coming in the very next morning right as we were openingHe was informed that we already had appointments set for the next morning We do our best to accommodate all our customers in a timely mannerPushing him before a customer of ours that already set an appointment would not be fair to that customerAgain, we apologize if he felt that we were rude to him during the conversation
Complaint: ***
I am rejecting this response because:The contents of the response say that I was briefed and accepted a cost, untrueFurther the cost is based off a pinpoint test that was not provided at the time of my picking up the vehicleThe supporting document provided by ACE shows that the test was "performed" on 7/18/(last piece of supporting documentation) as you can see from the second piece of supporting documentation the vehicle was picked up on 7/15/2017. ACE Ford is charging for work that per their own documentation wasn't performed as the vehicle was not at their shop on the date they claim to have serviced the vehicleMy compliant is and has always been that they've failed to show that they've performed the service, the final document was NEVER provided to me and obviously produced after the fact to showcase work they didn't do. I have attempted to work with ACE, I didn't simply remove my vehicle from the lot with a spare key without paying, the gentlemen who released the vehicle said he added in the account that proof of service and pinpoint test needed to be sent to me, it appears that has been removed from the receipt, however you can see that I noted with an * that pinpoint test must be provided, as that was the service they were saying I was paying forAt this point I am paying them for their "word" but it's an electronic test, there should be proof of the service being done WHILE the vehicle was in their possession and that it took hours to completeThey haven't until now provided any documentation, which appears to be falsified (they weren't in possession of the vehicle on the day they say it was performed) and what exactly took hours to do
Regards,
*** ***
Hello, [redacted] was informed of any diagnostic charges prior to the vehicle being pulled into our shop. [redacted] did provide 3 codes concerning the issue she was having. She was given those codes by independent repair facility. ACE Ford performed diagnostics on the vehicle - with [redacted]...
consent - and retrieved a total of 5 codes. Our service adviser made [redacted] aware of the proper procedure to complete the repair of her vehicle. [redacted] choose not to have the repairs completed and picked up the vehicle. All relevant information regarding the diagnostics was provided to [redacted].I am not sure what was done improperly or why we should provide free diagnostics on her vehicle after a price was discussed and agreed upon. It would appear that [redacted] went to an independent repair facility, did not feel they were competent to complete the repair and brought the vehicle to ACE. Now, with proper diagnostics and a repair estimate, she does not want to have it repaired at ACE. ACE performed a service, that was discussed and agreed upon prior to any work being completed. I have attached a copy of the repair order, a signed night drop envelope as well as the invoice with her payment and signature.Thank you
Ace is restating that the customer was provided pricing for the diagnosis prior to any work being preformed.Ace Ford feels the perception of diagnostic steps that are being performed along with the industry standard of flat rate billing miss understood by the [redacted] The diagnostic charge of $179.95 is a flat start on fee which included up to 1.5 of diagnostic time, this time includes the steps to properly diagnose a customers concern. It should not be mistaken that all pinpoint test always have measureable results. In some cases pinpoint test results may be a yes or no. I have attached a copy of test steps followed by the technician. Please note that they are screen shots directly from the Ford PCED manual which represent that were steps taken, again many of the steps include inspections of components with no recordable results.As far as the billing time the $179.95 charge includes 1.5 hours of diagnostic time. In the case of [redacted] charges the industry standard of flat rate billing was followed. It should be understood how the industry flat rate billing works. With flat rate billing, every operation is associated with a hourly time, should the operation take longer to be perform then the time the customer is not billed the extra time. Incases when the diagnostic times are less that the flat rate billing time, the charges are not discounted.
ACE Ford apologizes for any misunderstanding and values all our customers. At the time of the call we were not in possession of the assignment from Mr. [redacted]' insurance company. Since we were not in possession of the estimate, it would not have been beneficial to him, nor us, to come in for an...
estimate that would have had to be re-completed once we were assigned the repair. Also, Mr. [redacted] made an online appointment through [redacted]'s website. We do not receive the notification of the appointment until we receive the assignment. Since we did not receive the assignment, we had no details of an appointment. Mr. [redacted] called us shortly before our close of business and was letting us know he was coming in the very next morning right as we were opening. He was informed that we already had appointments set for the next morning. We do our best to accommodate all our customers in a timely manner. Pushing him before a customer of ours that already set an appointment would not be fair to that customer. Again, we apologize if he felt that we were rude to him during the conversation.