Morgan-McClure Ford, Inc.

TO WHOM IT MAY CONCERN:THE SAID VEHICLE WAS BROUGHT INTO OUR DEALERSHIP BECAUSE THE CUSTOMER HAD A COMPLAINT ABOUT THE FIRST GARAGE IT WAS TAKEN TOO, THE VEHICLE WAS BROUGHT IN WITH THE TRANSMISSION LAYING IN THE BACK OF THE TRUCK. WE CHECKED TO THE BEST OF OUR ABILITY AND DETERMINED THAT THE...

TRANSMISSION WAS IN NEED OF REPLACEMENT. WE CONTACTED SAID CUSTOMER ON MULTIPLE OCCASION AND WAS VERBALLY GIVEN PERMISSION TO ORDER THE SAID TRANSMISSION. AND THAT HE WANTED US TO WAIT TO PUT IT IN WHEN HE COULD COME UP WITH THE EXTRA MONEY FOR SOME ADDITIONAL REPAIRS,  THE TRANSMISSION IS LYING IN THE SHOP AND AT NO TIME WAS THE CUSTOMER TOLD HE COULD NOT LOOK AT THE TRANSMISSION. [redacted]-SERVICE ADVISOR WENT OUT OF HER WAY AND CONTACTED [redacted] IN WHICH SHE IS ALSO AFFLIATED WITH TO HELP THE CUSTOMER GET HIS TRANSMISSION COVERED UNDER HIS INSURANCE POLICY, IN WHICH HE HAD BEEN DENIED EARLIER. WE HAVE ALSO TAKEN A $100.OO OFF OF THE BILL TO TRY TO SETTLE THE DIFFERENCE BUT THERE IS NO HELPING THIS IRRATE CUSTOMER. THE POLICE DEPT HAS BEEN TO OUR DEALERSHIP AND ADVISED US WE WERE IS THE RIGHT, IF NOT THEY WOULD HAVE MADE US RELEASE THE VEHICLE THE DAY THE CUSTOMER WAS HERE. IT IS OUR GOAL TO HAVE 100 PERCENT CUSTOMER SATISFACTION!! BUT IN SOME CASES IT IS IMPOSSIBLE!

Review: Morgan McClure Ford did an estimate on a transmission for my 1994 Ford Ranger XLT. I was able to locate 2 transmissions while I was doing a search myself. I called Morgan McClure and spoke with [redacted] in the service department and told him about my discovery. He then told me he ordered a transmission and the price was over 700.00. The 2 I found was located 8 miles from the garage at [redacted] Auto Parts in [redacted]. I told [redacted] I would buy one from [redacted], place it in the trunk of my car and deliver it to the garage. [redacted] told me there as only 3 transmissions in the United States. Because I did not choose to have Morgan McClure repair my truck, they are refusing to let me have my truck to get it fixed somewhere else. I did not authorize the dealership to order a transmission and today [redacted] told me he ordered the transmission himself. I cannot get my truck fixed because they will not allow me to remove it from their property until the transmission that was ordered is paid for by me. [redacted] refused to show me a bill of sale proving they paid over 700.00 and I can get one for 250.00 and [redacted] refused to show me the actual transmission. I did not authorize nor did I sign a contract stating I would hire them to fix my truck nor did I authorize them in any manner to order a transmission on my behalf for me to pay for.Desired Settlement: I want my truck back and they are refusing to allow me to remove it from their property. The [redacted], and town officer [redacted] went to talk to the garage and told them what they were doing was wrong and I should get my truck back, but Morgan McClure will not let me have it.

Business

Response:

TO WHOM IT MAY CONCERN:THE SAID VEHICLE WAS BROUGHT INTO OUR DEALERSHIP BECAUSE THE CUSTOMER HAD A COMPLAINT ABOUT THE FIRST GARAGE IT WAS TAKEN TOO, THE VEHICLE WAS BROUGHT IN WITH THE TRANSMISSION LAYING IN THE BACK OF THE TRUCK. WE CHECKED TO THE BEST OF OUR ABILITY AND DETERMINED THAT THE TRANSMISSION WAS IN NEED OF REPLACEMENT. WE CONTACTED SAID CUSTOMER ON MULTIPLE OCCASION AND WAS VERBALLY GIVEN PERMISSION TO ORDER THE SAID TRANSMISSION. AND THAT HE WANTED US TO WAIT TO PUT IT IN WHEN HE COULD COME UP WITH THE EXTRA MONEY FOR SOME ADDITIONAL REPAIRS, THE TRANSMISSION IS LYING IN THE SHOP AND AT NO TIME WAS THE CUSTOMER TOLD HE COULD NOT LOOK AT THE TRANSMISSION. [redacted]-SERVICE ADVISOR WENT OUT OF HER WAY AND CONTACTED [redacted] IN WHICH SHE IS ALSO AFFLIATED WITH TO HELP THE CUSTOMER GET HIS TRANSMISSION COVERED UNDER HIS INSURANCE POLICY, IN WHICH HE HAD BEEN DENIED EARLIER. WE HAVE ALSO TAKEN A $100.OO OFF OF THE BILL TO TRY TO SETTLE THE DIFFERENCE BUT THERE IS NO HELPING THIS IRRATE CUSTOMER. THE POLICE DEPT HAS BEEN TO OUR DEALERSHIP AND ADVISED US WE WERE IS THE RIGHT, IF NOT THEY WOULD HAVE MADE US RELEASE THE VEHICLE THE DAY THE CUSTOMER WAS HERE. IT IS OUR GOAL TO HAVE 100 PERCENT CUSTOMER SATISFACTION!! BUT IN SOME CASES IT IS IMPOSSIBLE!

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.First of all, No one authorized the dealership to order a transmission for my truck. I told [redacted] at Morgan McClure I was looking for a transmission and when I found two I called him and told him I found them at a price of 250.00 each and I would transport it to the garage. I was informed by [redacted] there was only 3 transmissions to fit ,my truck in the United States. He informed me he was ordering a transmission and I asked about the cost and where it came from he told me he did not know that one of the workers was getting it. For two weeks I called and asked him if I purchased the transmission and delivered it if they would put in in and they would not give me an answer just to say that they ordered one. [redacted] called me and said the transmission they ordered was there, me and my wife went to Morgan McClure and I asked to see it, how much it cost and about the warrnty and who authorized them to order it, [redacted] told us we could not go into the back only authorized people were allowed in the back, I asked to see the receipt for the cost and he would only say he did not know how much it cost and offered NO paper work to back the price he stated on the estimate. He informed there was a 2 month warranty. I again told him the transmission I found had the same warranty which was located at [redacted]. He never would agree for me to buy my own transmission because [redacted] told me I woyuld need to buy a bew clutch, pressure plate and throw our bearing. I did not authorize him to order the transmission nor did my insurance. [redacted] told me that since he gave the estimate, he was going to do the work that he was intitled to get the check from the insurance which was written in my name only. WHen the police arrived [redacted] told the police my insurance compant authorized him to order the transmission, then the very next day he told the police chief that I told him to order it. All I want is to be able to remove my truck from Morgan McClure Fords lot, bring it home so I can get the repairs done somewhere else and they can return their transmission because I am not going to pay them over 700.00 for a transmission that I can buy for 250.00 with the same warranty. My insurance company ONLY had my truck towed to Morgan McClure Ford to get an estimate and repair a bracket which was my insurance paid them to straighen the bracket. [redacted] told me because he did the estimate they were entitled to the check from my insurance. They will not release my truck until I either pay them for the transmission or they do the repairs. They are holding my truck against my will and without cause. The police told them they had no right to hold my truck but Morgan McClure will not let me tow it home. I want my truck back. THere was no written or verbal agreement for them to do the repairs or order a transmission and charge me for it.

Regards,

Business

Response:

TO WHOM IT MAY CONCERN:THE MAJORITY OF THE STATEMENTS MADE BY THE CUSTOMER ARE FALSE, WE WERE VERBALLY GIVEN PERMISSION TO ORDER THE TRANMISSION FOR THE CUSTOMER, OUR PARTS DEPT USE SELECT COMPANIES TO GET TRANSMISSION FROM, WE NEVER ONCE TOLD THE CUSTOMER THAT THEY COULD NOT SUPPLY THEIR OWN TRANSMISSION. WE ADVISED CUSTOMER THAT THEY WOULD NEED A THROW OUT BEARING AND PRESSURE PLATE AND CUSTOMER STATED THAT THEY WOULD SAVE THE MONEY SO WE COULD REPLACE THE PARTS WHEN THE TRANSMISSION CAME IN. WE HAVE WENT OUT OF OUR WAY TRAYING TO HELP THIS CUSTOMER. OUR SALES DEPARTMENT HERE TRIED TO HELP THE CUSTOMER TO PURCHASE A NEW VEHICLE, IN WHICH THEY COULD NOT GET FINANCED. NO ONE EVER TOLD THE CUSTOMER THAT THEY COULD NOT SEE THE TRANSMISSION, IT IS STILL SITTING IN THE SHOP FLOOR, TAKING UP OUR SPACE. IF ANYONE IN THIS MATTER SHOULD BE UPSET IT SHOULD BE USE. WE HAVE WENT OUT OF OUR WAY IN EVERY ASPECT TO HELP THE SAID CUSTOMER, HE ORDERED THE TRANSMISSION, SO IT IS HIS RESPONSIBLITY TO PAY FOR IT!!! WE HAVE TRIED TO RESOLVE THIS ISSUE, IN SOME SITUATIONS YOU CAN NOT PLEASE SOMEONE WHO IS IRRATE AND WILL NOT LISTEN TO REASON. WE TOOK MANY HOURS WITH HIS INSURANCE COMPANY TO HELP HIM GET HIS TRANSMISSION EVEN COVERED, IN WHICH THEY HAD ALREADY DENIED. WE HAVE WENT UP AND BEYOND TRYING TO HELP THIS CUSTOMER, WE FEEL THAT THERE IS NOTHING ELSE WE CAN DO. WE HAVE OFFER A DISCOUNT, BUT HE DENIED IT. WE WOULD LIKE THIS SETTLED AS MUCH IF NOT MORE THAN HE DOES. MOST SHOPS CHARGE A STORAGE FEE UP TO $50 A DAY WHEN VEHICLES HAVE NOT BEEN PICKED UP AND WE HAVE NOT CHARGED HIM ANYTHING EXTRA, WE JUST WANT THE TRANSMISSION PAID FOR AND HE IS WELCOMED TO PICK UP HIS VEHICLE. THANK YOU

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The only thing Morgan Mcclure said that was true is they offered 100.00 off the transmission and they said they would not charge for my truck to be on the lot. I do not intend to pay for something I did not give them permission to order. My insurance company did not give them permission to order. I want my truck back.

Regards,