Initial Business Response /[redacted]/
when the 2010 ford econoline van came in for repair the estimate of time was based on installing an exchange remanufactured transmission.the date the vehicle came in was 3-24.15.The vehicle was delivered and paid for 4-1-15.it's true the first...
unit that came in was wrong and another unit had to be shipped from the LA,CA.area.this vehicle has no license plate and [redacted] paid to have the vehicle towed in and out to the customer's job site.it is also true we did have to do a major warranty repair on this vehicle.This was unfortunate but does happen.When [redacted] called me X-XX-XX to say there was a problem I immediately called our tow service to pich up the vehicle which did not arrive till afternoon.the protocol when doing a warranty repair on a remanufactured transmission the [redacted] technical department @ our corporate headquaters gets involved to diagnose and recommend a course of action.this process carried over to tuesday and then it was determined that another unit needed to be sent to us.the unit arrived Friday afternoon.We started the installation on Saturday and completed on Sunday(normally a day off).I called [redacted] on Sunday to have the vehicle towed back to her jobsite.There was no answer.The next day Monday (Memorial Day)I came in to call [redacted] and have the vehicle brought back.She was there and the vehicle was towed 5-25-15.When this van came in there were codes stored in the computer system to indicate a bad sensor which we replaced but did not solve the problem.When we worked through the diagnostic procedure it became apparent the unit could not be repaired with the transmission in the van.It is true that [redacted] corporate policy is to return the vehicle back to the original center of repair if it is within 40 miles.I regret that the vehicle had to come back for warranty repair but we did try to get the vehicle back on the road within a limited period of time.We came in on our day off and a holiday to get this van back in service.Regards [redacted] customer service mgr.
Initial Consumer Rebuttal /[redacted]/
The issue was resolved. The store went out of their way to make the issue right.
Initial Business Response /[redacted]/
when the 2010 ford econoline van came in for repair the estimate of time was based on installing an exchange remanufactured transmission.the date the vehicle came in was 3-24.15.The vehicle was delivered and paid for 4-1-15.it's true the first...
unit that came in was wrong and another unit had to be shipped from the LA,CA.area.this vehicle has no license plate and [redacted] paid to have the vehicle towed in and out to the customer's job site.it is also true we did have to do a major warranty repair on this vehicle.This was unfortunate but does happen.When [redacted] called me X-XX-XX to say there was a problem I immediately called our tow service to pich up the vehicle which did not arrive till afternoon.the protocol when doing a warranty repair on a remanufactured transmission the [redacted] technical department @ our corporate headquaters gets involved to diagnose and recommend a course of action.this process carried over to tuesday and then it was determined that another unit needed to be sent to us.the unit arrived Friday afternoon.We started the installation on Saturday and completed on Sunday(normally a day off).I called [redacted] on Sunday to have the vehicle towed back to her jobsite.There was no answer.The next day Monday (Memorial Day)I came in to call [redacted] and have the vehicle brought back.She was there and the vehicle was towed 5-25-15.When this van came in there were codes stored in the computer system to indicate a bad sensor which we replaced but did not solve the problem.When we worked through the diagnostic procedure it became apparent the unit could not be repaired with the transmission in the van.It is true that [redacted] corporate policy is to return the vehicle back to the original center of repair if it is within 40 miles.I regret that the vehicle had to come back for warranty repair but we did try to get the vehicle back on the road within a limited period of time.We came in on our day off and a holiday to get this van back in service.Regards [redacted] customer service mgr.
Initial Consumer Rebuttal /[redacted]/
The issue was resolved. The store went out of their way to make the issue right.