Tell us why here...In reference to Revdex.com complaint# [redacted] filed by [redacted] in reference to his Fusion brought in for a grinding noise in the passenger front wheel area on 12-**-at 87,miles Newins Ford at all times followed all rules and procedures dealing with the [redacted] and [redacted] and ESP repairs [redacted] was advised when the work order was written up that there is a diagnostic fee of plus tax if in fact the repair is not covered by his warranty or is not covered under is extended warranty for abuse damage or other related reasonsWe proceeded to diagnosis the vehicle and verify a noise and concern in the right front axle area, further diagnosis also show various area's of damage to the vehicle including a right front bent rim and under-carriage damage and other area's of concernWe did in fact take over pictures of these affected area's and as is the procedure sent all the information to [redacted] to review and request an approval for this repair if it qualifiedThe claim was denied for a right front axle due to the fact of the pictures showing damage in that area that would in fact compromise or cause a slight bend in the axle assemblyThis repair was also reviewed by Ford Customer Service and assistance was denied due to a non warrantable component due to damageWe advised the customer of these results and that a car fax did in fact make reference to a previous accidentWe also advised the customer that if he wanted to contact his insurance company and have them inspect the vehicle with us and see if it would be related to the previous accident on recordThe customer was also advised by [redacted] **that he could seek a second opinion if he so desiredThe customer also states of a previous repair on 1-**-at miles and that repair was for a rack and pinion and is not related to the right front axle and are separate repairs and we advised the customer of that as wellThere was no greed or incompetence by any of Newins Ford service personal at any time we worked very hard to assist this [redacted] in any way possibleWe as a dealer are guided by rules and procedure both for the customer and [redacted] and we are always willing to go the extra mile to help and resolve an ***s concernWe have sent four of the pictures showing damage and if you would like we can send the remainder however the system would only allow four at a timeThe customer was charged the diagnostic fee that he signed and authorized and no other charges were applied as is the policy
Dear [redacted] We do apologize for any inconvenience we may have caused you with our Emails and phone callsThe problem arises due to the computer system generating [redacted] ***'s daily work planUnfortunately many of the emails are computer generated and sent out automatically without [redacted] ***s knowledgeWe do apologize for the inconvenience and rest assured the situation has been addressed and the calls and emails will stop immediately Thank you for your understanding Sincerely [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I would like to see the remainder of all pictures considering at the time of this incident, I was told "No we will not release the pictures to you, we will only send them up to [redacted] companyFunny how it takes a complaint with the Revdex.com to see what pictures they are referring toNone of these pictures show the bent axle nor do they understand wear and tearIn photo "13" The front bumper was heavily scratched from exiting dipped parking lots, entering dipped parking lots, rubbing over curbs when parking, all under 5mph (which is more than likely on just about every car on the road with 80K miles) none of which leads to a bent axleNote the minor scraping had no effect on the screws, just the paint(I don't know how this photo is in reference to the axle)Photo "12" is under the passenger door, starting a good 4" from the wheel well and has no relation to the axle considering its a dent, no chips, no paint loss nor would customer damage cause a dent about 8" from an axleOnto Picture and 15, had Ford done research, it would have found out that after the Rack and Pinion they replaced, twiceThe car was brought in for regular maintenence including a yearly tire rotation and alignment at [redacted] down the road, that wheel was originally on the front left axleNone of these photos show the axle or damage to the axle, all they show is Ford trying to do the bare minimum so they don't need to explain their below average work with the rack and pinion which in return bent the axle that Newins Ford doesn't want to assume responsibility forAgain, I would love to finally see the photos I was denied when asked back during the incident since I am not convinced Ford has done the right thing in this situation In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Tell us why here...In reference to Revdex.com complaint# [redacted] filed by [redacted] in reference to his Fusion brought in for a grinding noise in the passenger front wheel area on 12-**-at 87,miles Newins Ford at all times followed all rules and procedures dealing with the [redacted] and [redacted] and ESP repairs [redacted] was advised when the work order was written up that there is a diagnostic fee of plus tax if in fact the repair is not covered by his warranty or is not covered under is extended warranty for abuse damage or other related reasonsWe proceeded to diagnosis the vehicle and verify a noise and concern in the right front axle area, further diagnosis also show various area's of damage to the vehicle including a right front bent rim and under-carriage damage and other area's of concernWe did in fact take over pictures of these affected area's and as is the procedure sent all the information to [redacted] to review and request an approval for this repair if it qualifiedThe claim was denied for a right front axle due to the fact of the pictures showing damage in that area that would in fact compromise or cause a slight bend in the axle assemblyThis repair was also reviewed by Ford Customer Service and assistance was denied due to a non warrantable component due to damageWe advised the customer of these results and that a car fax did in fact make reference to a previous accidentWe also advised the customer that if he wanted to contact his insurance company and have them inspect the vehicle with us and see if it would be related to the previous accident on recordThe customer was also advised by [redacted] **that he could seek a second opinion if he so desiredThe customer also states of a previous repair on 1-**-at miles and that repair was for a rack and pinion and is not related to the right front axle and are separate repairs and we advised the customer of that as wellThere was no greed or incompetence by any of Newins Ford service personal at any time we worked very hard to assist this [redacted] in any way possibleWe as a dealer are guided by rules and procedure both for the customer and [redacted] and we are always willing to go the extra mile to help and resolve an ***s concernWe have sent four of the pictures showing damage and if you would like we can send the remainder however the system would only allow four at a timeThe customer was charged the diagnostic fee that he signed and authorized and no other charges were applied as is the policy
Dear [redacted] We do apologize for any inconvenience we may have caused you with our Emails and phone callsThe problem arises due to the computer system generating [redacted] ***'s daily work planUnfortunately many of the emails are computer generated and sent out automatically without [redacted] ***s knowledgeWe do apologize for the inconvenience and rest assured the situation has been addressed and the calls and emails will stop immediately Thank you for your understanding Sincerely [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I would like to see the remainder of all pictures considering at the time of this incident, I was told "No we will not release the pictures to you, we will only send them up to [redacted] companyFunny how it takes a complaint with the Revdex.com to see what pictures they are referring toNone of these pictures show the bent axle nor do they understand wear and tearIn photo "13" The front bumper was heavily scratched from exiting dipped parking lots, entering dipped parking lots, rubbing over curbs when parking, all under 5mph (which is more than likely on just about every car on the road with 80K miles) none of which leads to a bent axleNote the minor scraping had no effect on the screws, just the paint(I don't know how this photo is in reference to the axle)Photo "12" is under the passenger door, starting a good 4" from the wheel well and has no relation to the axle considering its a dent, no chips, no paint loss nor would customer damage cause a dent about 8" from an axleOnto Picture and 15, had Ford done research, it would have found out that after the Rack and Pinion they replaced, twiceThe car was brought in for regular maintenence including a yearly tire rotation and alignment at [redacted] down the road, that wheel was originally on the front left axleNone of these photos show the axle or damage to the axle, all they show is Ford trying to do the bare minimum so they don't need to explain their below average work with the rack and pinion which in return bent the axle that Newins Ford doesn't want to assume responsibility forAgain, I would love to finally see the photos I was denied when asked back during the incident since I am not convinced Ford has done the right thing in this situation In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]