The customer came to our service center complaining about a noise coming from underneath the vehicle as well as to have an oil change performed. When the vehicle was inspected, it had a number of mechanical problems that needed to be corrected. Each of these was detailed to the...
customer, authorized and performed. As the customer states, the vehicle was not making the original noise complained of when she picked it up, but some time later, she started hearing what she believed to be the "same noise". She was told to bring the vehicle back so that it could be inspected which she did. However, she came back a couple of hours after dropping off the vehicle and stated that she had to be somewhere and wanted the vehicle back. Our service department did not have the opportunity to inspect the vehicle and determine the cause of the issue. If there was a problem with one of the repairs the work performed is guaranteed as to both parts and labor but an opportunity to correct the problem must be given. The statement that the customer took the vehicle to another shop and that there was now a problem with the vehicle's "drive train" which should have been discovered is not any kind of mechanical diagnosis. "Drive train" refers to a wide array of mechanical systems, some of which were actually repaired during the original service. Any number of things could be causing the issue but it needs to be diagnosed specifically. If there is any problem with any of the repairs performed by the Company, they would be corrected free of charge but we can't know if there is a problem with a previous repair or some other mechanical issue until it is inspected. It should be noted that this 2002 vehicle has over 200,000 miles on it. The Service Manager is attempting to contact the customer today to once again bring the vehicle in for inspection so that the problem can be diagnosed. If there is a problem with a previous repair or if a part has failed, the vehicle will be repaired under our service guarantee free of charge.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Roy A[redacted]
RESPONSE:
I have read the response from the dealership and as it actually includes several separate issues, I will try to address each one as best as possible.
First, I did contact the service manager on 3/22 and ended the conversation on a pleasant note. I saw no reason to be rude or confrontational, and I felt that I needed a few moments to assimilate all that I had been told. My opening complaint was that the charges incurred on 3/20 were approximately 100% higher than my last service visit in June of 2016. The person I spoke to introduced himself as the “interim service manager” for the time being. When I questioned the change in service department personnel he stated that the previous service employees/service department had lost thousands of dollars by giving away unauthorized rental cars to customers and underpricing service performed in the shop, therefore they had to raise their pricing to compensate.
First, internal employee problems would not be my concern, and I question the wisdom in even telling me about that. If service pricing is dated, 10, 20, even 30% would not be terrible, 100% is outrageous.
Now, the message from the business mentions several rates for service bundles, coupons etc. I would like to address those one at a time.
First, let me tell you a bit about myself and my relationship with this dealer. I have had all of my work done at this dealership for approximately 9 ½ years. As my vehicle is a 2004 it is safe to say that the majority of worked performed was done on a cash ticket as there was no original factory bumper to bumper warranty in effect. For 9 and ½ years I have enjoyed exemplary customer service with the same service advisor (copy of his business card attached) with absolutely no pricing conflict.
The business message mentions that the LOF & Tire Rotation was a coupon, normally referred to as “The Works.”. There was a “The Works” coupon in effect from Ford Motor Company on 3/20 (see coupon attached) for $39.95 for which I was charged $83.92 (see attached invoice). For the last 9 & ½ years my previous service advisor applied any existing coupon towards my service whether or not I remembered to bring it. That is good customer service.
The dealership response regarding a battery service is similarly incorrect. On 3/20 there was a free battery test coupon in effect (see attached coupon), and as all I asked for was to have my battery terminals cleaned and new felt protective pads installed under the clamps. Yet, I was charged $71.97 (see attached invoice) for terminal cleaning and the testing which should have been free.
Now, as to tire balance; my previous tire balance, done on 6/15/16 (see attached invoice copy) cost $70.80. On 3/20/17, a few months later, I was charged $168.00. That would be more than a 100% increase in cost, an outrageous increase in less than one year.
I am retired. I have owned Ford vehicle for the last 50 years, until now. I have had what I consider exemplary customer service, for years with this dealership until now. It seems as if catching up on lost profits is being placed upon the shoulders on what were long time loyal customers. The amount of $68.67, the alleged savings offered is insulting and rejected under the circumstances as described. My wife and I were ready to trade our 2004 for new, but will now not, having lost faith in this business. I am extremely disappointed by all of this. This is a small island, what ever happened to taking care of one another?
We were sorry to hear that the customer was not completely satisfied with his service. Our Service Manager did speak with him on 3-22-17 and explained all charges and had thought that the customer was satisfied following the discussion. The last battery service that the customer had was...
back in July of 2014 and the price has gone up in the approximately 3 years since. Additionally, the price for the oil change and tire rotation that the customer previously experienced was under a coupon or advertised special which was not available at the time of this service. Tire balancing was charged at the correct time of 1.2 hours labor at the shop rate of $140/hr.Notwithstanding the above, attached find the preliminary estimate given to the customer. The agreed to estimate was $282.95 and therefore, as a customer accommodation we would be willing to eliminate the other shop charges and slight variance and simply reduce the charge to that estimate for a total of $282.95 plus GET of $11.79. That would be a reduction to $294.74 and a savings to the customer of $68.67. This would represent exactly what the customer first agreed to as shown by the attached preliminary estimate and we sincerely hope that this will give the customer satisfaction. If it is agreeable then we will credit that savings back to the customer.
Complaint: 12004789
I am rejecting this response because:The main reason I took my vehicle in for repairs was not fixed. And I have had myvehicle repaired since then. It was the the drive shafts support bearings. Andmy mechanic says that Valley Isle Forddid unnecessary repairs on my vehicle.
Sincerely,
[redacted]
The customer came to our service center complaining about a noise coming from underneath the vehicle as well as to have an oil change performed. When the vehicle was inspected, it had a number of mechanical problems that needed to be corrected. Each of these was detailed to the...
customer, authorized and performed. As the customer states, the vehicle was not making the original noise complained of when she picked it up, but some time later, she started hearing what she believed to be the "same noise". She was told to bring the vehicle back so that it could be inspected which she did. However, she came back a couple of hours after dropping off the vehicle and stated that she had to be somewhere and wanted the vehicle back. Our service department did not have the opportunity to inspect the vehicle and determine the cause of the issue. If there was a problem with one of the repairs the work performed is guaranteed as to both parts and labor but an opportunity to correct the problem must be given. The statement that the customer took the vehicle to another shop and that there was now a problem with the vehicle's "drive train" which should have been discovered is not any kind of mechanical diagnosis. "Drive train" refers to a wide array of mechanical systems, some of which were actually repaired during the original service. Any number of things could be causing the issue but it needs to be diagnosed specifically. If there is any problem with any of the repairs performed by the Company, they would be corrected free of charge but we can't know if there is a problem with a previous repair or some other mechanical issue until it is inspected. It should be noted that this 2002 vehicle has over 200,000 miles on it. The Service Manager is attempting to contact the customer today to once again bring the vehicle in for inspection so that the problem can be diagnosed. If there is a problem with a previous repair or if a part has failed, the vehicle will be repaired under our service guarantee free of charge.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Roy A[redacted]
RESPONSE:
I have read the response from the dealership and as it actually includes several separate issues, I will try to address each one as best as possible.
First, I did contact the service manager on 3/22 and ended the conversation on a pleasant note. I saw no reason to be rude or confrontational, and I felt that I needed a few moments to assimilate all that I had been told. My opening complaint was that the charges incurred on 3/20 were approximately 100% higher than my last service visit in June of 2016. The person I spoke to introduced himself as the “interim service manager” for the time being. When I questioned the change in service department personnel he stated that the previous service employees/service department had lost thousands of dollars by giving away unauthorized rental cars to customers and underpricing service performed in the shop, therefore they had to raise their pricing to compensate.
First, internal employee problems would not be my concern, and I question the wisdom in even telling me about that. If service pricing is dated, 10, 20, even 30% would not be terrible, 100% is outrageous.
Now, the message from the business mentions several rates for service bundles, coupons etc. I would like to address those one at a time.
First, let me tell you a bit about myself and my relationship with this dealer. I have had all of my work done at this dealership for approximately 9 ½ years. As my vehicle is a 2004 it is safe to say that the majority of worked performed was done on a cash ticket as there was no original factory bumper to bumper warranty in effect. For 9 and ½ years I have enjoyed exemplary customer service with the same service advisor (copy of his business card attached) with absolutely no pricing conflict.
The business message mentions that the LOF & Tire Rotation was a coupon, normally referred to as “The Works.”. There was a “The Works” coupon in effect from Ford Motor Company on 3/20 (see coupon attached) for $39.95 for which I was charged $83.92 (see attached invoice). For the last 9 & ½ years my previous service advisor applied any existing coupon towards my service whether or not I remembered to bring it. That is good customer service.
The dealership response regarding a battery service is similarly incorrect. On 3/20 there was a free battery test coupon in effect (see attached coupon), and as all I asked for was to have my battery terminals cleaned and new felt protective pads installed under the clamps. Yet, I was charged $71.97 (see attached invoice) for terminal cleaning and the testing which should have been free.
Now, as to tire balance; my previous tire balance, done on 6/15/16 (see attached invoice copy) cost $70.80. On 3/20/17, a few months later, I was charged $168.00. That would be more than a 100% increase in cost, an outrageous increase in less than one year.
I am retired. I have owned Ford vehicle for the last 50 years, until now. I have had what I consider exemplary customer service, for years with this dealership until now. It seems as if catching up on lost profits is being placed upon the shoulders on what were long time loyal customers. The amount of $68.67, the alleged savings offered is insulting and rejected under the circumstances as described. My wife and I were ready to trade our 2004 for new, but will now not, having lost faith in this business. I am extremely disappointed by all of this. This is a small island, what ever happened to taking care of one another?
We were sorry to hear that the customer was not completely satisfied with his service. Our Service Manager did speak with him on 3-22-17 and explained all charges and had thought that the customer was satisfied following the discussion. The last battery service that the customer had was...
back in July of 2014 and the price has gone up in the approximately 3 years since. Additionally, the price for the oil change and tire rotation that the customer previously experienced was under a coupon or advertised special which was not available at the time of this service. Tire balancing was charged at the correct time of 1.2 hours labor at the shop rate of $140/hr.Notwithstanding the above, attached find the preliminary estimate given to the customer. The agreed to estimate was $282.95 and therefore, as a customer accommodation we would be willing to eliminate the other shop charges and slight variance and simply reduce the charge to that estimate for a total of $282.95 plus GET of $11.79. That would be a reduction to $294.74 and a savings to the customer of $68.67. This would represent exactly what the customer first agreed to as shown by the attached preliminary estimate and we sincerely hope that this will give the customer satisfaction. If it is agreeable then we will credit that savings back to the customer.
Complaint: 12004789
I am rejecting this response because:The main reason I took my vehicle in for repairs was not fixed. And I have had myvehicle repaired since then. It was the the drive shafts support bearings. Andmy mechanic says that Valley Isle Forddid unnecessary repairs on my vehicle.
Sincerely,
[redacted]