Pizza Foods Inc.

***,I apologize that we did not give you the service you or I would likeOur records do show that we did measure your brakes at 2/32ndsUnfortunately without me seeing your vehicle I cannot confirm your concernsI would be happy to look at your vehicle and if our team did as you say I would
give you brakes for life of your ownership at no charge.Please contact me at your inconvenience to set up your visit.ThanksTom F*Gm Pacifico Auto Group***@pacificocars.com###-###-####

WE have contacted the customer and we handling her concerns

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, and find that this resolution is satisfactory to meIt's troubling that I had to go this extreme after having my phone calls ignored to get someone to respond to me I just truly hope no one else has this experience and that they take some time to reevaluate their best practices and customer service model as well as how information is communicated internally as well as to customers
Regards,
*** ***

My office staff has spoken to *** I think we are good

We apologize that the customer had any concernsOur management has contacted the customer and we have rectified their concerns
If you have any further issues please contact us anytime

Ms*** I apologize that you had concerns with your vehicle I understand that my service team has worked this out to your satisfactionIf not please let me know how I can help

Mrs***, We apologize that you are still having concerns with your vehicle*** did repair your vehicle per the recall and that is operating as designedUnfortunately when your vehicle left our department the power steering issue was not happening at that timeWhile I understand
your frustration we did not cause the part to fail and as stated the powers steering pump was working when we test drove the vehicle. I believe my service manager contacted you and offered a 15% discount when you are ready to get the job done, I will extend that to a 25% discount. Again I apologize that your power steering pump is not working properly but *** did not cause it to happen

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. They said they will be overnighting me the refund check. I will be back in touch just in case I do not receive it tomorrow. Thank you.
Regards,
*** ***

We have agreed on a settlement

Tom,
Attached are the copies of *** *** two letters and all service repair ordersA brief summery of our interactions with her are as followsThe first visit was RO#*** 4/21/sent over by *** *** *** concern was a SES light and a misfireTechnician found a cracked spark plug
and it was replaced, *** *** was aware of this repairVehicle was brought in 7/22/RO# *** with a concern of a SES light on Technician found the PCM needed to be reprogrammed and the program was performed for the diagnostic fee, also found was a cracked PCV tube and a needed throttle body cleaning service customer authorized repairs and they were completedThe vehicle was brought back 7/30/with a SES light on again and the door ajar lamp stayed on all the timeTechnician scanned system and found a code for front upstream oxygen sensor, once the diagnostics was performed the sensor was deemed defectiveThe door ajar switch was found defective for the l/f doorCustomer authorized repairs and work was completed all diagnostic fees were waived as a courtesyThe last visit was RO#*** 8/5/the concern was again the SES light was on againBoth the technician and shop foreman looked at the vehicleThe oxygen sensor was checked for proper operation and passed The intake was removed and foreman noted one injector was replaced and all other appeared to be original after further testing it was found the new injector failed the testCustomer was advised our recommendation was to replace all six injectors to start with, drive vehicle over night for a recheck to verify repairCustomer declined repairs vehicle was put back together and released back to customer 8/7/again the diagnostic check out was done at no charge as a courtesy to the customer(Note over seven hours was spent on this vehicle to perform diagnostic tests and reassembly after testing.) If you need any other information let me know
Regards,
Terry M***
This above is from my service manager
We were aware of her concerns and offered again to look at the car when the letter was writtenWe did not here from her in regards this issue. We tried to repair the car to the best of our ability, unfortunately sometime older vehicles have concerns we cannot diagnose and repair without multiple attemptsWe already extended several hours of no charge diagnosis to try and repair the carWe would also offer free oil changes or $credit if the customer would like, but we did nothing malicious or wrong in attempting to repair her vehicle
Tom F*

[redacted],As stated in my online apology, Pacifico must follow the manufacturers guidelines when it comes to repairing their vehicles. The manufacturer also makes the decision in regards to buying a consumers car back that has had some issues. I will make sure that I escalate your concerns to...

Ford and I would also advise you to open a customer concern file with the manufacturer. You can do that at  ###-###-####.Pacifico will continue to try and work with you and the manufacturer to accomplish a mutual resolution to your concerns. Please contact Tom F[redacted] our GM at [redacted]@pacificocars.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint:...

[redacted]
I am rejecting this response because:Pacifico Ford responded to this complaint. They responded that they were not going to pay the damages sustained. They responded to their satisfaction, not to mine.Pacifico Ford determined that since the damages were repaired before the lease had expired, that they were not going to pay for the damages sustained. I informed them that I had to repair the damages due to:1. Safety reasons on windshield and bumper2. State inspection on vehicle before the lease expired. Vehicle would not have passed state inspection.They refused to acknowledge the damages and advised the Wear and Tear agreement does not provide for my payment of these items which would have been covered if the vehicle was turned in with these damages. This was impossible due to items 1 and 2 above.I feel Pacifico Ford is acting in bad faith.Thus, they refused to pay for my damages. Also, they have failed to put any of their denials in writing.
Regards,
[redacted]

We apologize that the insurance protection purchased does not cover damage repaired before the lease turn in by the customer. The protection covers certain damage when the car is returned at lease end. This is all in writing in the contract the customer signed. Again we apologize for the misunderstanding

[redacted],
I apologize that we did not initially get you what you needed and I also apologize about our follow up. I am told the check was mailed on 4-30-16, which is after you sent in your concern, hopefully you received it if not please contact me directly. Tom F[redacted] ###-###-####

We have contacted the customer and provided him with information showing the proper wheels and tires are on his car. It was our impression that he was satisfied. If he has any further concerns we would be happy to address them.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I agree withthe Revdex.com 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will contact Ford about this issue, and appreciate you doing the same. 
Regards,
[redacted]

hi spoke to [redacted] this morning  - everything has been resolved

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]