I am the Service Manager for Harrisonburg Ford Inc will provide a description of both incidents that the
customer has raised concerns. The 2002 Lincoln with 159,172 miles on it was first brought into our
service department on December 16, 2013 for a no start concern. Upon diagnosis of the vehicle,...
it did
not start on the first attempt to start; however, ¡t started consistently thereafter several times without
any problems and with the diagnostic equipment hooked up. Keeping the vehicle over night to again try
and duplicate the concern. Again only on the initial attempt the vehicle did not start, after that it
started consistently after multiple attempts during the course of the day. The vehicle was kept for 5
more days with the customer's permission in order to duplicate the concern. Over the 5 days,
numerous attempts were made to try and duplicate the no start concern. We contract the customer
and told him that we unable to duplicate the concern. The customer went to pick up the vehicle a
couple of days later and it would not start. At that time we were able to duplicate the concern and
diagnosis the problem as no fuel pressure. We installed a new fuel pump and the problem was solved.
I do not understand the statement that every time the vehicle is in for regular oil changes, he has
problems. The customer brought the initial no start concern to us. We kept the customer informed
during the entire diagnosis process.
On March 14,2014 the customer brought the vehicle back to our service department for routine
maintenance and oil change and on the way home, the vehicle overheated. The customer called that
evening and I spoke with him about his concerns. I told him that I would tow it to our shop at our
expense if it was something that was caused during the routine oil change. On Saturday March 15, 2014
we looked at the vehicle (mileage 161,837) in our service department and determined it overheated due
to a bad engine cooling fan. We replaced the engine cooling fan after several conversations with the
customer. The customer voiced his concerns and I explained to him that the engine fan had nothing to
do with the oil change and multi point inspection we performed. They were unrelated. I told him I
understood his concern and would help by discounting the bill in parts, towing and labor in order to
assist him and help the relationship.
As far as the brake shield rivets, I am unaware of this concern. After being a mechanic for the majority
of my career, I know that rivets cannot be reused. We performed brake work on this vehicle on October
4, 2013 which was replacing front pads and rotors and cleaning and lubing the slides. I feel confident
that we would have not let a strange noise in wheel go on if the customer brought it to our attention.
Unfortunately, the customer has a high mileage 12 year old vehicle that is starting to have mechanical
issues. The customer himself told me that his other vehicle, a 2010 Ford Fusion that we service has not
had any problems. It is difficult when dealing with an older vehicle and comparing it to a much newer
one. We have tried to accommodate this customer as much as possible in his repairs on his 2002
Lincoln.
Regards,
[redacted]
Service Manager
In reference to case [redacted], [redacted]. The customer came to our service department on 5/7/15 with a 2001 F250 with 244,000 miles. He requested that we install a transmission synchronizer which the customer provided and had diagnosed by another repair facility. During the repair, the...
technician discovered other worn components that needed replacement internal to the transmission. The service advisor spoke to Mr. [redacted] wife advising her of the additional components that needed attention in the transmission and was also advised about a transmission replacement option. She declined those options. I spoke to Mr. [redacted] on 5/12/15. He stated that he was unhappy with the outcome of the repair that he had diagnosed and provided the part for. I also explained that his wife was advised of the additional components needed. Mr. [redacted] was offered to bring the vehicle back which I offered 1 hour free diagnosis time or that I would remove the transmission again and open it up for inspection of the repair. I explained that if the part was installed improperly we would absorb the labor cost and that if the part was installed correctly, he would be responsible for the labor cost. He indicated that he would advise me of his decision on 5/13/15. We have not heard back from him. Thank you[redacted]Harrisonburg Ford, Inc.
I am the Service Manager for Harrisonburg Ford Inc will provide a description of both incidents that the
customer has raised concerns. The 2002 Lincoln with 159,172 miles on it was first brought into our
service department on December 16, 2013 for a no start concern. Upon diagnosis of the vehicle,...
it did
not start on the first attempt to start; however, ¡t started consistently thereafter several times without
any problems and with the diagnostic equipment hooked up. Keeping the vehicle over night to again try
and duplicate the concern. Again only on the initial attempt the vehicle did not start, after that it
started consistently after multiple attempts during the course of the day. The vehicle was kept for 5
more days with the customer's permission in order to duplicate the concern. Over the 5 days,
numerous attempts were made to try and duplicate the no start concern. We contract the customer
and told him that we unable to duplicate the concern. The customer went to pick up the vehicle a
couple of days later and it would not start. At that time we were able to duplicate the concern and
diagnosis the problem as no fuel pressure. We installed a new fuel pump and the problem was solved.
I do not understand the statement that every time the vehicle is in for regular oil changes, he has
problems. The customer brought the initial no start concern to us. We kept the customer informed
during the entire diagnosis process.
On March 14,2014 the customer brought the vehicle back to our service department for routine
maintenance and oil change and on the way home, the vehicle overheated. The customer called that
evening and I spoke with him about his concerns. I told him that I would tow it to our shop at our
expense if it was something that was caused during the routine oil change. On Saturday March 15, 2014
we looked at the vehicle (mileage 161,837) in our service department and determined it overheated due
to a bad engine cooling fan. We replaced the engine cooling fan after several conversations with the
customer. The customer voiced his concerns and I explained to him that the engine fan had nothing to
do with the oil change and multi point inspection we performed. They were unrelated. I told him I
understood his concern and would help by discounting the bill in parts, towing and labor in order to
assist him and help the relationship.
As far as the brake shield rivets, I am unaware of this concern. After being a mechanic for the majority
of my career, I know that rivets cannot be reused. We performed brake work on this vehicle on October
4, 2013 which was replacing front pads and rotors and cleaning and lubing the slides. I feel confident
that we would have not let a strange noise in wheel go on if the customer brought it to our attention.
Unfortunately, the customer has a high mileage 12 year old vehicle that is starting to have mechanical
issues. The customer himself told me that his other vehicle, a 2010 Ford Fusion that we service has not
had any problems. It is difficult when dealing with an older vehicle and comparing it to a much newer
one. We have tried to accommodate this customer as much as possible in his repairs on his 2002
Lincoln.
Regards,
[redacted]
Service Manager
In reference to case [redacted], [redacted]. The customer came to our service department on 5/7/15 with a 2001 F250 with 244,000 miles. He requested that we install a transmission synchronizer which the customer provided and had diagnosed by another repair facility. During the repair, the...
technician discovered other worn components that needed replacement internal to the transmission. The service advisor spoke to Mr. [redacted] wife advising her of the additional components that needed attention in the transmission and was also advised about a transmission replacement option. She declined those options. I spoke to Mr. [redacted] on 5/12/15. He stated that he was unhappy with the outcome of the repair that he had diagnosed and provided the part for. I also explained that his wife was advised of the additional components needed. Mr. [redacted] was offered to bring the vehicle back which I offered 1 hour free diagnosis time or that I would remove the transmission again and open it up for inspection of the repair. I explained that if the part was installed improperly we would absorb the labor cost and that if the part was installed correctly, he would be responsible for the labor cost. He indicated that he would advise me of his decision on 5/13/15. We have not heard back from him. Thank you[redacted]Harrisonburg Ford, Inc.