Robert Horne Ford

As far as [redacted] complaints I would like to give you the rest of the storyThe customer had first brought in their vehicle on April 4th, for a concern with the A/C blowing warm, the instrument cluster lights being out, an oil change service, a open recall from Ford and a burning rubber smell from the engineThe technician checked out the air conditioning system and found it to be low on refrigerantAfter visual inspecting for leaks he suggested a recharge of the air conditioning systemThe customer authorized this repair, along with the replacement of all the instrument cluster bulbs and the oil change serviceThe mileage of the vehicle at this time was and we had no previous history of repairs on vehicle as this was its first visit to our dealershipThe air conditioning was recharged and inspected for leaks and nothing was found at this timeThe recall and the service was completed as wellThe customer returned on June 9th, with again a concern of the A/C blowing warmThe mileage on this visit was milesThe technician again checked the A/C system with a black light and found that the evaporator core was leakingThe recommendation from the technician was a replacement of the evaporator core and the receiver dryerThe customer authorized the repair and the service was completedOn June 16th, the customer again experienced concerns with a loud squeal and smoke coming from under hoodThe customer had contacted Tyler their previous advisor to discuss the concernTyler asked them to return so we could evaluate the concern but the customer was not comfortable driving the vehicleThey asked to have me call them directlyI did contact the customers and after speaking with them agreed to tow the vehicle in based off of the previous repairs and since I had no idea of the extent the needs of the vehicleAfter receiving the vehicle and performing diagnostics we found that the air conditioning compressor had seizedThis was the cause of the squeal and burning smellWhen this type of failure happens it unfortunately causes metal fragments to be spread throughout the air conditioning system and contaminating it completelyThe only way to properly repair this type of failure is to obviously replace the compressor, but at minimum the receiver drier, orifice tube and a complete system flush to clean up all the debris in the systemThis compressor failure was in no way shape or form caused from our previous repairs however the customer has recently spent over $on air conditioning repairsI felt we needed to assist in this repair because of the investment the customer has had with usWith the cost of this repair to exceed over $I wanted to come up with some other options for the customerWhat we ended up doing is going with a complete A/C kit that included all needed components that would save the customer an large amount of moneyThe kit allowed us to save the customer $on the parts aloneAs far as the labor I chose to take care of all labor charges of approximately $ because of the history of A/C concerns with vehicleBy installing this entire kit we would have warranty coverage on the compressor incase of future concernsI contacted the customer and went over the findings, explaining in detail what happened as well as what I would offer to help rectify the situationI explained that unfortunately this A/C system did not the signs of this type of a failure or else we would have obviously went in this direction from the get goAs I stated to [redacted] , with over 200,miles on a vehicle there obviously many things that might fail or that will fail at any time, but if we don’t see a need for replacement or repair of a component we are not going to sell it to youI also advised her to get a second opinionWhen people do not believe in what I am telling them I strongly suggest checking with a another professional shop to verify what I am stating is accurate [redacted] was still not thrilled but did authorize the repairAgain, the repair cost was strictly parts only that were also discountedAll labor and the tow of the vehicle to the dealership was covered by Robert Horne FordA full parts and labor warranty for months and 12,miles are included with this repairThe customer called me again later in the summer (unfortunately I do not have date) stating that again the A/C quit along with many other electrical itemsAfter questioning the husband further he stated that the blower motor operation stopped along with the turn signals operation and some other electrical itemsOf course since “You just worked on it” it must have been my technician that caused thisBeing a very technical person myself I tried to question the customer a little further to get a better idea of what happened and what might be the causeOf course the customer is expecting me to guarantee the coverage of this repair because we had previously worked on vehicleI explained to customer I would be happy to look at it for no charge, but it is possible that they could have some other issues that would cause this and they might be liable for the cost on the repairI did explain again that the vehicle is older (years old) and it has over 200,miles so there are chances that something else has failedThe customer opted not to bring the vehicle in and I have not heard from them since until this letter (e-mail)I feel as a repair facility we provide excellent service to customersWe are not perfect and we do make mistakes, but when we do we try to make it rightThe [redacted] are good people and we appreciate and value them like all our customers, but circumstances do happen that we cannot controlWe attempted to do the right thing in taking care of their vehicle, but we cannot be liable for everything that goes wrong with this vehicleWe have seen this vehicle only three times in its life of years so we obviously have no track record of the repairs and maintenance to this vehicleAgain, I would offer the customer a free diagnostics of this electrical concern if they have not already had this done, but as far as a refund for previous repairs, I would disagree as the needed repairs were in no way shape or form caused from anything that Robert Horne Ford had repaired in pastI feel even with the unfortunate situations that have happened we still attempted to properly take care of the customerI will also send copies of the invoices from previous repairs

As far as [redacted] complaints I would like to give you the rest of the story. The customer had first brought in their vehicle on April 4th, 2014 for a concern with the A/C blowing warm, the instrument cluster lights being out, an oil change service, a open recall from Ford and a burning rubber...

smell from the engine. The technician checked out the air conditioning system and found it to be low on refrigerant. After visual inspecting for leaks he suggested a recharge of the air conditioning system. The customer authorized this repair, along with the replacement of all the instrument cluster bulbs and the oil change service. The mileage of the vehicle at this time was 202448 and we had no previous history of repairs on vehicle as this was its first visit to our dealership. The air conditioning was recharged and inspected for leaks and nothing was found at this time. The recall and the service was completed as well. The customer returned on June 9th, 2014 with again a concern of the A/C blowing warm. The mileage on this visit was 203545 miles. The technician again checked the A/C system with a black light and found that the evaporator core was leaking. The recommendation from the technician was a replacement of the evaporator core and the receiver dryer. The customer authorized the repair and the service was completed. On June 16th, 2014 the customer again experienced concerns with a loud squeal and smoke coming from under hood. The customer had contacted Tyler their previous advisor to discuss the concern. Tyler asked them to return so we could evaluate the concern but the customer was not comfortable driving the vehicle. They asked to have me call them directly. I did contact the customers and after speaking with them agreed to tow the vehicle in based off of the previous repairs and since I had no idea of the extent the needs of the vehicle. After receiving the vehicle and performing diagnostics we found that the air conditioning compressor had seized. This was the cause of the squeal and burning smell. When this type of failure happens it unfortunately causes metal fragments to be spread throughout the air conditioning system and contaminating it completely. The only way to properly repair this type of failure is to obviously replace the compressor, but at minimum the receiver drier, orifice tube and a complete system flush to clean up all the debris in the system. This compressor failure was in no way shape or form caused from our previous repairs however the customer has recently spent over $900 on air conditioning repairs. I felt we needed to assist in this repair because of the investment the customer has had with us. With the cost of this repair to exceed over $1300 I wanted to come up with some other options for the customer. What we ended up doing is going with a complete A/C kit that included all needed components that would save the customer an large amount of money. The kit allowed us to save the customer $450 on the parts alone. As far as the labor I chose to take care of all labor charges of approximately $495  because of the history of A/C concerns with vehicle. By installing this entire kit we would have warranty coverage on the compressor incase of future concerns. I contacted the customer and went over the findings, explaining in detail what happened as well as what I would offer to help rectify the situation. I explained that unfortunately this A/C system did not the signs of this type of a failure or else we would have obviously went in this direction from the get go. As I stated to [redacted], with over 200,000 miles on a vehicle there obviously many things that might fail or that will fail at any time, but if we don’t see a need for replacement or repair of a component we are not going to sell it to you. I also advised her to get a second opinion. When people do not believe in what I am telling them I strongly suggest checking with a another professional shop to verify what I am stating is accurate. [redacted] was still not thrilled but did authorize the repair. Again, the repair cost was strictly parts only that were also discounted. All labor and the tow of the vehicle to the dealership was covered by Robert Horne Ford. A full parts and labor warranty for 12 months and 12,000 miles are included with this repair. The customer called me again later in the summer (unfortunately I do not have date)   stating that again the A/C quit along with many other electrical items. After questioning the husband further he stated that the blower motor operation stopped along with the turn signals operation and some other electrical items. Of course since “You just worked on it” it must have been my technician that caused this. Being a very technical person myself I tried to question the customer a little further to get a better idea of what happened and what might be the cause. Of course the customer is expecting me to guarantee the coverage of this repair because we had previously worked on vehicle. I explained to customer I would be happy to look at it for no charge, but it is possible that they could have some other issues that would cause this and they might be liable for the cost on the repair. I did explain again that the vehicle is older (19 years old) and it has over 200,000 miles so there are chances that something else has failed. The customer opted not to bring the vehicle in and I have not heard from them since until this letter (e-mail). I feel as a repair facility we provide excellent service to customers. We are not perfect and we do make mistakes, but when we do we try to make it right. The [redacted] are good people and we appreciate and value them like all our customers, but circumstances do happen that we cannot control. We attempted to do the right thing in taking care of their vehicle, but we cannot be liable for everything that goes wrong with this vehicle. We have seen this vehicle only three times in its life of 19 years so we obviously have no track record of the repairs and maintenance to this vehicle. Again, I would offer the customer a free diagnostics of this electrical concern if they have not already had this done, but as far as a refund for previous repairs, I would disagree as the needed repairs were in no way shape or form caused from anything that Robert Horne Ford had repaired in past. I feel even with the unfortunate situations that have happened we still attempted to properly take care of the customer. I will also send copies of the invoices from previous repairs.

I went to ROBERT HORNE FORD for an oil change and fuel filter. I asked for a Brake inspection and was told my Brakes needed IMMEDIATE attention. All four wheels needed pads and all four Rotors had to be replaced. This estimated at close to $1000.00. I was not quite convinced and declined to have the Brakes serviced. I then took my F250 to Bartling Enterprise in Queen Creek AZ (Highly Recommended) and had them take a look at my Brakes. [redacted] inspected my Brakes with me standing right there. The pads were all at approx. 40-50% except one left rear at 25-30%. The rotors were not worn at all. [redacted] estimated at least approx. 20,000 miles before needing a Brake job. ROBERT HORNE FORD must have thought I had "STUPID" written across my head. So ROBERT HORNE FORD tried to get me to spend Approx. $1000.00 on a Brake job that WAS NOT NEEDED. I feel bad for the unknowing people and "snow birds' that go there and get ripped off all the time. I WILL NEVER GO TO ROBERT HORNE FORD FOR ANY KIND OF SERVICE AGAIN.

As far as [redacted] complaints I would like to give you the rest of the story. The customer had first brought in their vehicle...

on April 4th, 2014 for a concern with the A/C blowing warm, the instrument cluster lights being out, an oil change service, a open recall from Ford and a burning rubber smell from the engine. The technician checked out the air conditioning system and found it to be low on refrigerant. After visual inspecting for leaks he suggested a recharge of the air conditioning system. The customer authorized this repair, along with the replacement of all the instrument cluster bulbs and the oil change service. The mileage of the vehicle at this time was 202448 and we had no previous history of repairs on vehicle as this was its first visit to our dealership. The air conditioning was recharged and inspected for leaks and nothing was found at this time. The recall and the service was completed as well. The customer returned on June 9th, 2014 with again a concern of the A/C blowing warm. The mileage on this visit was 203545 miles. The technician again checked the A/C system with a black light and found that the evaporator core was leaking. The recommendation from the technician was a replacement of the evaporator core and the receiver dryer. The customer authorized the repair and the service was completed. On June 16th, 2014 the customer again experienced concerns with a loud squeal and smoke coming from under hood. The customer had contacted Tyler their previous advisor to discuss the concern. Tyler asked them to return so we could evaluate the concern but the customer was not comfortable driving the vehicle. They asked to have me call them directly. I did contact the customers and after speaking with them agreed to tow the vehicle in based off of the previous repairs and since I had no idea of the extent the needs of the vehicle. After receiving the vehicle and performing diagnostics we found that the air conditioning compressor had seized. This was the cause of the squeal and burning smell. When this type of failure happens it unfortunately causes metal fragments to be spread throughout the air conditioning system and contaminating it completely. The only way to properly repair this type of failure is to obviously replace the compressor, but at minimum the receiver drier, orifice tube and a complete system flush to clean up all the debris in the system. This compressor failure was in no way shape or form caused from our previous repairs however the customer has recently spent over $900 on air conditioning repairs. I felt we needed to assist in this repair because of the investment the customer has had with us. With the cost of this repair to exceed over $1300 I wanted to come up with some other options for the customer. What we ended up doing is going with a complete A/C kit that included all needed components that would save the customer an large amount of money. The kit allowed us to save the customer $450 on the parts alone. As far as the labor I chose to take care of all labor charges of approximately $495  because of the history of A/C concerns with vehicle. By installing this entire kit we would have warranty coverage on the compressor incase of future concerns. I contacted the customer and went over the findings, explaining in detail what happened as well as what I would offer to help rectify the situation. I explained that unfortunately this A/C system did not the signs of this type of a failure or else we would have obviously went in this direction from the get go. As I stated to [redacted], with over 200,000 miles on a vehicle there obviously many things that might fail or that will fail at any time, but if we don’t see a need for replacement or repair of a component we are not going to sell it to you. I also advised her to get a second opinion. When people do not believe in what I am telling them I strongly suggest checking with a another professional shop to verify what I am stating is accurate. [redacted] was still not thrilled but did authorize the repair. Again, the repair cost was strictly parts only that were also discounted. All labor and the tow of the vehicle to the dealership was covered by Robert Horne Ford. A full parts and labor warranty for 12 months and 12,000 miles are included with this repair. The customer called me again later in the summer (unfortunately I do not have date)   stating that again the A/C quit along with many other electrical items. After questioning the husband further he stated that the blower motor operation stopped along with the turn signals operation and some other electrical items. Of course since “You just worked on it” it must have been my technician that caused this. Being a very technical person myself I tried to question the customer a little further to get a better idea of what happened and what might be the cause. Of course the customer is expecting me to guarantee the coverage of this repair because we had previously worked on vehicle. I explained to customer I would be happy to look at it for no charge, but it is possible that they could have some other issues that would cause this and they might be liable for the cost on the repair. I did explain again that the vehicle is older (19 years old) and it has over 200,000 miles so there are chances that something else has failed. The customer opted not to bring the vehicle in and I have not heard from them since until this letter (e-mail). I feel as a repair facility we provide excellent service to customers. We are not perfect and we do make mistakes, but when we do we try to make it right. The [redacted] are good people and we appreciate and value them like all our customers, but circumstances do happen that we cannot control. We attempted to do the right thing in taking care of their vehicle, but we cannot be liable for everything that goes wrong with this vehicle. We have seen this vehicle only three times in its life of 19 years so we obviously have no track record of the repairs and maintenance to this vehicle. Again, I would offer the customer a free diagnostics of this electrical concern if they have not already had this done, but as far as a refund for previous repairs, I would disagree as the needed repairs were in no way shape or form caused from anything that Robert Horne Ford had repaired in past. I feel even with the unfortunate situations that have happened we still attempted to properly take care of the customer. I will also send copies of the invoices from previous repairs.

May 7, 2016RE: [redacted]

[redacted]In regards to Mrs. C[redacted]'s dispute with Robert Horne Ford, the customer brought the vehicle in to Robert Horne Ford on March 1, 2016 for a "Works Package"...

service, as well as a concern with a clicking noise in dash and the air only blowing hot air. The vehicle was diagnosed, and it was determined that the customer's concern was due to a faulty temperature blend door actuator. The temperature blenddoor actuator is a small electrical devise that operates the temperature blend door via information from temperature selection. This actuator is located in the HVAC plenum chamber box. It is required to remove instrument panel for replacement of this actuator. After completion, and now proper operation of the temperature blend door, the tech noted that A/C system blowing cool, but not cold . Tech found that the A/C charging ports had some evidence of leakage . The ports were replaced and the refrigerant was filled as necessary. This portion of the repair was free of charge to the customer because of extended length of time customer was without vehicle.The customer ca lled back in the latter part of April stating the A/C was again blowing warm . She also stated the climate control seats were working erratically as well. She stated the seat problem was since we removed the front seats to perform previous repair. I informed Mrs. C[redacted], it was not necessary to remove seats for the repair w e had performed in past, but we can look at it while we re-inspect A/C concern . The appointment was set for Saturday (either the 91  or 23'd April) because Saturdays were the only day she had off . Mrs. C[redacted] never came in to have the vehicle evaluated. The repair weperformed has a 2 year/unlimited mileage warranty. The repair obviously corrected vehicle for a period of time . Either there was a failure of the component we replaced, or there is another concern with the A/C system.

Under the events of what takes place with a deal, these are the dates when completed.  There is no fault in our side of things.  Would love to talk with Mr. [redacted], I feel this was an extreme thing to do on his part.  Our time frame was in good standings.  Mr. [redacted], please give...

me a call.  Everything we do and have done and still will continue to do is a process that we try to perfect every time.  Please review the events area of this attachment.[redacted], GMRobert Horne Ford[redacted]

Customer is picking up the refund check today, sorry for the inconvenience.  We appreciate your time, and effort, our process team is reviewing as we speak why this took so long.
 
 
Steve B[redacted], GM
Robert Horne Ford