New Brighton Ford

We have spoke with the customer regarding her concernsShe refers to a concern with her cylindersWe did not diagnose a concern with her cylindersThere were services codes in the vehicle stating she needed spark plugs, and that is what we recommended along with a recommendation to replace her fuel filterThis is very common maintenance on a vehicle with over milesShe gave us the approval to complete these services along with an oil changePrior to our tech attempting to replace the fuel filter, we discovered that there was a retainer clip that was brokenWe again contacted the customer and explained what we had found and the customer gave us the approve to replace the broken clip and fuel lineWe did not brake the clipit was broken prior to us attempting the repairAll the work that was preformed was approved by the customerAll the work we preformed was done correctly.One month later and almost miles later the customer took the vehicle to another repair facility and authorized additional work to be doneIf at the time that the vehicle was at our shop we felt that there was other work needed, we would have recommended it! I do not feel that New Brighton Ford has done anything wrong with regards to this repairThe amount that we charged the customer was explained in advance and approved by the customerWe will not be refunding any of the money to the customerThanksBill [redacted] General Manager

I am rejecting this response because:
The returned response indicates that New
Brighton Ford was unable to reach meHowever they did not call the number as provided in this initial complaintAfter days, I was able to see that they called a different number associated with my name, however not one that I have direct access toI lated provided a phone call to New Brighton FordI spoke with Mike over the phone, yesterday 02/27/He requested that I send him an itemized invoice from the repairs that were pair at the car shop following work at New Brighton FordI sent him the document by fax today, 02/28/I am currently awaiting his responseMy direct number is ###-###-####

We have attempted to contact the customer a number of times and we have not been able to make contactWe have also left messagesWe will continue to attempt to reach the customer and will update you once we do!

We have spoke with the customer regarding her concerns. She refers to a concern with her cylinders. We did not diagnose a concern with her cylinders. There were services codes in the vehicle stating she needed spark plugs, and that is what we recommended along with a recommendation to replace her fuel filter. This is very common maintenance on a vehicle with over 164000 miles. She gave us the approval to complete these services along with an oil change. Prior to our tech attempting to replace the fuel filter, we discovered that there was a retainer clip that was broken. We again contacted the customer and explained what we had found and the customer gave us the approve to replace the broken clip and fuel line. We did not brake the clip.. it was broken prior to us attempting the repair. All the work that was preformed was approved by the customer. All the work we preformed was done correctly.One month later and almost 1000 miles later the customer took the vehicle to another repair facility and authorized additional work to be done. If at the time that the vehicle was at our shop we felt that there was other work needed, we would have recommended it! I do not feel that New Brighton Ford has done anything wrong with regards to this repair. The amount that we charged the customer was explained in advance and approved by the customer. We will not be refunding any of the money to the customer. ThanksBill [redacted]General Manager