Roberts Motors Inc

Re: Case ID *** In regards to the service on the customer’s Ford Fusion, the initial repair order was actually written as the problem being the heat blowing coldThe Repair Order being written as “heat blowing cold” and not written as an AC concern is customer’s contention about the
repair should be under warranty since at that time his Fusion was still under warrantyThe second Repair order for the concern we used a dye to determine if there were any leaks in the AC system and determined that there were noneAfter this repair the warranty had expired and the Fusion was still experiencing issues with the AC not cooling at timesThe difficulty in repairing the customer’s concern was compounded by the fact that the problem was intermittent making it difficult to diagnoseIn an attempt to determine the issue himself the customer read several articles online and felt the problem was the Evaporator Temperature Sensor based on the information he had researched. Since this repair is very expensive and we were not able to determine that to be the cause we were hesitant to just perform that repairThe third repair attempt, our technician had discovered that there was an update available for the Air Conditioning ModuleSince we felt this repair could possibly correct the issue we chose to do itA few weeks later the problem was back and we decided it was time to just replace the Evaporator Temperature Sensor, since the customer felt this was the concern all alongFor the record, the customer has not paid for any of the repairs to attempt to repair his air conditioning up to this pointEven though his warranty had expired, we have covered all the costs to this point, totaling $1,to dateWe also provided a loaner car while we made the repair for his convenienceAt this point my service personnel feel the only other possible resolution for the concern is to replace the control panel, which the part is approximately $plus laborWe will offer to do this repair at no charge to the customerIf this does not correct the issue, we are not sure what more can be doneI understand the customer’s concern, but do feel that we have gone above and beyond to help address his concernsSincerely, *** ***General Manager

Initial Business Response /* (1000, 5, 2016/01/07) */
Contact Name and Title: [redacted] General Mgr
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@robertsmotors.com
I was aware that you were having another issue, but did not realize what the discussion was. If you already had the repair done...

and the $176 resolves the issue I will reimburse you for it if you can send me a copy of the repair order. You can mail it to me at the dealership or email it to [redacted]@robertsmotors.com. If a faxing is easier, our fax number is XXX-XXX-XXXX.

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 on the grounds that the car is completely fixed of the issua at hand. I will  not be satisfied until it is fixed. In regards to the managers comments about not paying any amount of money, this claim is false. I have made two different payments of 50 dollars on the first two service appointments. The mistaken service order of heater blowing cold and the die being added to check for leaks. Two payments of 50 dollars equaling 100 is what my warranty requires me to pay on any warranty issue.
Sincerely,
[redacted]