Purvis Ford, Inc.

Review: I was charged for parts on my vehicle ($1200)and service I did not need. The car needed front struts and rear shocks. I took the vehicle back after two weeks and was told it just how the car is suppose to ride. I was told it was the tires, and a host of other issues. I told them the car was riding like a boat in the water and I stressed numerous times the car need struts and shocks. I was charged for control arms, sway bar in links, alignment etc. I took the vehicle to another [redacted] dealer and found out the vehicle only needed struts and shocks. There was a TSB for the nut washer bolt and retainer and insulator on this [redacted]. The other dealer fixed the ride issue for another 1,109 dollars and fixed the ride issue and the loud bang after hitting certain bumps in the road. So basically I paid Purvis for services and parts that were misdiagnosed and was told it was not the struts and shocks when that was the exact problem. The other dealer stressed that bushing are polyurethane and do not wear out at 50,000 miles period.Desired Settlement: Refund for at least the parts that I did not need and labor. I have both bills one from Purvis and [redacted].

Business

Response:

The business has asked the customer for a list of repairs done at the other shop to further investigate the issues. The business has not yet heard from the customer, without that he is unable to evaluate the situation.

Business

Response:

After reviewing the case, the components replaced at our

facility failed visual and mechanical inspection. The replacement of the

components was also required for

State safety inspection. The State safety inspection was

performed and passed after repairs were made.

As part of the inspection process shocks and struts are also

inspected, they were found to be compliant with State safety requirements.

The charges incurred were for repairs based on visual and

mechanical inspection.

After the above repairs were made the vehicle was returned

for a ride quality concern.

There were no charges incurred on that visit. We did

recommend tires due to uneven wear and mismatched date codes going back to

2003.

The costs incurred were for replacement of needed components

on a [redacted] police package [redacted]. We understand and apologize for the

inconvenience this has created shortly after your purchase of this vehicle, but

no unnecessary repairs were made or charges incurred.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Those items were replaced due to the ride quality (instead of the shocks and struts) not for an inspection. Shouldn't there be paperwork given to me stating the car failed inspection due to those parts? Plain and simple the car was serviced for the ride of the car not an inspection. Those parts were not needed period.

I needed struts and shocks. [redacted] even came out and told Adam to contact him when I needed the struts and shocks. I have spent a many of dollars at that dealer and this is what I get in return! The car did not need an inspection....I had plenty of time for a Va inspection. I only had the car for a short time before I noticed the ride issue. I had 30 to 40 days to get an Va inspection according to my uncle who is a Va State Trooper. There was no Va inspection on the windshield due the car was purchased out of state. I have proof pictures off the car after it came off of the truck with NO INSPECTION sticker. The car was thoroughly inspected before I purchased it. This car was a government CID supervisors car and taken very good care of in Utah state.

As far as the tires they wanted to charge me 999 dollars for a set of tires that can be purchased for 1/2 that price and they little wear. My aunt works for [redacted] Credit my uncle is a Va State Trooper and I work for DoD. Were not stupid do what is right and credit me the money that I so worked for defending your freedoms. This how you treat a loyal customer who has defended his country and continues to do so! You should be ashamed of yourselves.

This is not going away I am tired of being taken advantage of by Purvis's service department. I just want a credit for the money I paid. Obviously [redacted] fixed the ride issue did they not??? What about the loud bang on the right side when I would hit a large bump? If take an impact wrench and tighten back down the sound would go away.

Regards,

Consumer

Response:

As I have previously wrote, the car did not need those parts to stop the bouncing. That was the biggest concern and in fact that was the original issue. I rode with [redacted] because after paying over a thousand dollars I had the same issue so I thought your service team would make it right!

Your "experts" who do this work every day, stated to fix my ride issue you need these parts. Well, that did not fix the car bouncing up and down the road and the loud bang on the right side of the vehicle. I told [redacted] and the service manager I was not happy with paying all of that money and still had the same issue!

You are basically stating you just throw parts at a vehicle at the owner’s expense until you fix the problem!?!? That's not the way it is supposed to work, you and I both know that. That is what a diagnosis is, a fix action to a problem.

If you have a leak on your roof and the "experts" tell you need this, this and this to fix the problem. After all the work is completed which in turn the experts stated would fix the leak and the roof still leaks, then what?

Please make an honest and conscious effort to resolve the issue. That is what this dealer is supposed to do as a Revdex.com member. Purvis has not offered one thing to resolve this long standing issue. This has been a constant debate for a month.

The story has also changed numerous times from Purvis on why this happened. Its obvious it was a mistake so be honest about and lets close this issue out and move on.

Business

Response:

The business reached to me after speaking with the customer they are going to refund the labor and a check is being mailed out today.

Consumer

Response:

The customer will reach out to our office if this check is not received, but he does accept this resolution.