Mullens Brothers, Inc.

Subject: *** We agree and wish CNA had approved all repairs however ***s insurance company CNA refused to cover all charges we initially recommended a short block replacement however they cut us back and asked us to do the head only… You see we are in the business of repairing
stuff and we want to do the biggest most lucrative job we can unfortunately for Patrick and us we were refused by CNA his warranty companyHis complaint and I agree he has a valid one is with them not usI would be happy to help him anyway we can in dealing with them

Ms*** brought her car in on or about September 3rd 2014, milesThe check engine light was on, the repair completed at this visit consisted of replacing a broken rubber hose at the pressure sensor to the manifold.She then brought the car back into our dealer on November 16th 2016,
milesThe reason for this visit was to check out the car for a check engine lightWe did diagnostic on the vehicle and found the balance shaft sprocket to be bad.Mercedes Benz did not have a recall issued on this concern, they did have a Warranty extension for years or 125,milesSo there would not have been a recall letter sentshe may have received some information related to the class action law suit.From her complaint we informed her that the vehicle was outside the guidelines outlined in the class action law suit and looks as if we offered her a discount on the repair.Judging from all documentation from the Revdex.com and what's available to me, we did all we could to help he repair her carMs***'s concern is not a dealer level concern, she may want to contact MBUSA.However remember the car is now outside of any assistance that they would provide Please see all attachment for highlighted areas.Please feel free to contact me if you require any additional assistance.Respectfully,Dave S*** Service ManagerMercedes-Benz of Arlington###-###-####***

Something must have gone wrongI sent a rebuttal back & was waiting for a replyHow can I continue from this point?

Hello, My name is Sam B***, Service ManagerThe last time I spoke with Mrs***, I asked her to bring the vehicle back in so we could re-check the problem she was having with vehicleI told her there would not be a charge for a re-checkI spoke to her again a few days later with my General Manager and again ask her to bring her vehicle back in but she said that she already took it somewhere else and got it fixed and just wanted her money back.Mrs*** is more than welcome to call Ford Motor company customer relations and ask if there was any other way we could of handled the situation.Please contact me if you have anymore questions.Thank youSam B***

Mrs***,I'm sorry that you feel this way but we tried to get your vehicle back in so we could recheck the problem you were havingI can't really do anything at this point if you sold the vehicle.ThanksSam B***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.He did accept the initial fair offer made(after complaint lodged and advised the shop as such)Thank you for being there for us
Regards,
*** ***

Aloha,
Honolulu Ford stays in business by selling vehiclesWe have over lending institutions that we conduct business withOne approved, but required verification of the stated income
We only wish the party the best

Hello,My name is Sam B***, Service managerI spoke to *** *** last week and I explained to him that I can't just refund his money without rechecking why the airbag light is on(note: airbag light on not the seatbelt light)I also explained that our comeback process is that the technician
has to recheck for faults in the system and determine if the new parts that was installed are defective or possibly other defective airbag componentsI also mentioned that there is no charge for rechecking the vehicle again but *** *** declined and insisted that we refund his moneyPlease email or call me if there's any other questionsThanks Sam B***

Aloha ***,In response to the complaint made by Ms ***, I have had a difficult time trying to decipher some of her allegationsBut I would like to offer her another visit to our facility to complete the repairThe last time we attempted to repair the door she declined to finish the repair
that was covered under warranty, and no expense to herWe clearly understand that this is a safety issue and wanted to address it in a timely fashionWe do have many safety concerns on a daily basis and try to address them as effectively as possiblePlease have her call me or Sam B***, my Service Director, at her earliest convenience.Mahalo,Danny A***General Manager

Mr*** came to Honolulu *** fr the recall 15s21. He also wanted a quote on a few trim pieces, brakes and the d/s headlamp. Valerie, his service advisor, gave him an estimate to replace the headlamp and explained it would have to be pre-paid and ordered. When the
headlamp arrived she called and set him up an appointment for installationWhen he arrived the morning of 6/8/he described a tapping sound from the dash area that was allegedly not there before we performed the recall. Valerie showed him the exact form that is attached here explaining the technical procedure for the recall. The recall performed has nothing to do with any a/c components or removing the dash, she also showed him the warranty history of the vehicle on *** *** ***'s website where other blend door actuator's were replaced. The tapping sound from behind the dash is a common concern with ***s. There are about 10-doors with actuator's that open and close to re-direct the air flow. Valerie simply explained this to Mr*** and made him aware that the recall procedure could not have possibly damaged an actuator that it was most likely 'coincidental'. Regarding the core-charge for Mr*** headlamp: when he returned to the dealership @ 5:pick up his car he asked Valerie where the old part was. She explained to him that unless the customer requested the old part we did not return it. He then showed her texts on his phone requesting the old part and verified on Valerie's phone the texts were never received. Valerie went into the shop to see if the part had been discarded by the janitors and offered MrJefferies to return the next morning to get the old part.On the following day, Valerie was informed by the parts department that the old headlamp had a 'core charge' was in a box and ready to be returned to ***. She then asked the parts manager to hold the part for the customer. A core charge is charged on many parts including batteries, alternators, starter's etc. We had to collect the core charge from Mr***. He returned on 6/11/paid the core charge and was given the inoperable light

Hello,My name is Sam B***, I'm the Service ManagerI would like to Have Mr*** bring his vehicle back to Honolulu *** to re-inspect the door rattle, and the wash and vacuum on his vehiclePlease Have Mr*** contact me by either email or call me at *** so I can set up an appointment for him at his convenience.ThanksSam B***

Hi *** *** - I truly apologize for the delay in responding to your concern as well as our sales representative not returning your callI have forward your complaint to our GM and we will look into the issue and have a resolution soonThanks again for your business and we will be in touch
shortlySincerely,Brian A***Business Development Center, Manager*** of Arlington###-###-####***@***.com www.***.com

We are very sorry We are the new owners of Honolulu Ford and this responsibility falls to the previous owners who the Warranty company mailed the check tooUnfortunately that was not us that being said I have called the warranty company and they have resent a check to Ford National and they will handling this going forwardI am very sorry about this I wish the previous owners of the dealership who hold the financial obligation of this were more attentive

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that I will pursue this further with ***
Sincerely,
*** ***

My car has been further damaged since they told me to drive it away from the service lane I asked and almost begged for a loaner car which they refused and they also refused to keep the vehicle I now have an axle problem and a drive shaft problem due to their saying "drive it."Mercedes has been discourteous, disrespectful, and they discriminated based on my color and income status

Good morning,My name is Sam B[redacted],. I'm the service manager and the person who spoke to Mrs. [redacted]. Mrs. [redacted] brought her vehicle in 12-16-15 for engine running rough and stalling. My Technician recommended to do a fuel injection flush and clean the EGR valve. Customer authorized...

repairs. Customer called back the next day(12-17-15)  and said her check engine light is on. Customer brought the vehicle back in the next day(12-18-15) to get it rechecked,  and advised her that there would not be a charge to diagnose if we were at fault. Technician performed diagnostics and found that the fault that came up was fuel related(fuel gauge was slightly below 1/4 tank). We added fuel, cleared the fault and test drove the vehicle for about 10 miles. Tech rechecked for faults, no faults were stored and check engine light never came back on and engine ran fine.  My Advisor asked Mrs. [redacted] to monitor the vehicle and call us back immediately if the warning light came back on. Mrs. [redacted] called back on 12-21-15 yelling and swearing at me saying we didn't know what we were doing. I asked Mrs. [redacted] to bring her vehicle back in so we can check and find out what was wrong with the vehicle but all she did was yell and swear at me. I asked her nicely to please calm down and I understood her frustration, but she got more upset and asked to speak to my General Manager. We are more than willing to work with Mrs. [redacted] to get the problem resolved on her vehicle but she said she did not want to bring her vehicle back here ever. Please contact me by email if you have any questions. ThanksSam B[redacted]

I do not have the paperwork on the replaced gas cap.  It was lost.I apologize for not being able to provide you with the documentation you requested for your gas cap replacement.We went ahead and bought a brand new gas cap  for your 2008 [redacted]. I will have it at the reception...

desk in our showroom to pick up at your convenience.

My Name is Sam B[redacted]. I'm the Service Manager here at Honolulu [redacted]. I spoke to [redacted] Bennett on July 30 2015 about her roof rack for her 2015 [redacted]. [redacted] was upset because she was misinformed about trying to purchase a roof rack for her vehicle(she was told it was not afor...

her vehicle). vailable I did some research with my parts deptpartment and found out that the roof racks are available. [redacted] gave me authorization to order the roof racks and call her when the parts came in. We ended the conversation with [redacted] being completely satisfied and we are just waiting for all the parts to come in.  Please contact me if there is any other issues by phone or email. Phone number is [redacted], email is [redacted].
Thanks.
Sam B[redacted].

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because why should I have to pay for a problem that is due to manufactured negligence.  Gary B[redacted] did not offer any type of resolution to my problem.  He told me that the Recall/Class Action Law Suit was closed and all my options were exhausted and it was going to cost me $10K to fix my car and being that it was 12 years old he didn't think it was worth it.  Why should I have to pay for repairs for a problem that Mercedes knew already existed?  My car was diagnosed with this problem in September 2014 by [redacted]s (a certified Mercedes Repair Shop) but when I took it to Mercedes of Arlington their diagnostic's came back as bad sensors but I've been told by certified technicians that they can put sensors on your car to hide the real problem.   Mercedes were paying for the repair at that time I do believe that this problem was misdiagnosed on my car at that time; intentional or not I'm not sure but I have done a lot of research and found a lot of problems and law suits in regards to the [redacted] (see attached document).  My only request is for Mercedes to pay for this; it is a problem that was caused by the Manufacturer (which was probably Contractors using cheap material) but Mercedes knew this and they agreed to pay a percentage of the repair and that is all I'm asking for; the 30% they agreed to pay to offset the cost of the repairs to fix the car.  The Invoice Attachment is the initial diagnosis and Invoice 2 is the latest diagnosis and common sense tells me that this problem did not just occur the deterioration of the part is too great of a magnitude which makes me think that Mercedes did actually cover up the problem until the class action suit closed.
Regards,
[redacted]

I was just able to pull up the response.I'm so upset.  I think I need a minute.  What upsets me the most is that he is lying.  I never swore at them.I called upset of course...... They did not fix the issue I paid them to resolve.  This is the worst managment I have ever had to deal with.  They lack professionalism.  They told me I would have to pay for another diagnostic charge.  I did not even swear at all on the phone he made no effort to allow me to speak to calm down he just kept cutting me off as if he wanted to keep me upset.  I cannot believe the that in their job they would lie as they have. Please let me know if there is anything else I can do to document this lack of professionalism by the part of Honolulu Ford.Thank you,**