Robichaux Ford has a policy that a fee will be charged for the time spent by the mechanic and service staff to diagnose a vehicle's problem and to prepare an estimate of the cost to remedy that problem. This fee is quite standard in the auto repair industry. The policy is stated on a sign posted on the wall behind the service write up desk. It is also stated at the bottom of the write up sheet directly above the line for the customer's signature when the vehicle is first brought in. I am including a picture of the sign on the wall as well as the write up sheet that was signed by Mr. Jeffress. Thank You Raleigh Robichaux
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11509205, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I dropped the car off under...
the assumption that it was still under warranty. The service technician who took my wife's call the preceding day knew this was our understanding, and Mr. Charles, I believe was his name, who did the in-take understood that we thought it was under warranty. Therefore, any concern over a diagnostic fee was dismissed. The dealership had the ethical responsibility to first inform the customer that the vehicle was no longer under warranty and request permission before proceeding with its diagnostic services.First, I would like to add that since filing my complaint with the Revdex.com, the local Chamber of Commerce office called Robichaux Ford to try to discuss a possible resolution related to my complaint, and I was informed by the Chamber office that Robichaux Ford hung up the phone on them before they could even begin to discuss the matter! Be warned, this is the level of immaturity and unprofessionalism Robichaux Ford has demonstrated in my case.Second, I take issue with the wording by the Revdex.com, "“Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied.” Robichaux Ford did nothing to address their fault in not verifying the warranty status of my vehicle before performing any service on it that would incur an expense to the customer. Yes, I signed a consent form regarding the diagnostic fee, and yes signs are posted, BUT the basis of my complaint is that this fee is not charged when warranty service is performed. Robichaux Ford knew that I was under the impression that my 2013 vehicle with 34,000 miles was still under warranty. They had an ethical responsibility to confirm the warranty status first.
Regards,
Michael Jeffress
Robichaux Ford has a policy that a fee will be charged for the time spent by the mechanic and service staff to diagnose a vehicle's problem and to prepare an estimate of the cost to remedy that problem. This fee is quite standard in the auto repair industry. The policy is stated on a sign posted on the wall behind the service write up desk. It is also stated at the bottom of the write up sheet directly above the line for the customer's signature when the vehicle is first brought in. I am including a picture of the sign on the wall as well as the write up sheet that was signed by Mr. Jeffress. Thank You Raleigh Robichaux
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11509205, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I dropped the car off under...
the assumption that it was still under warranty. The service technician who took my wife's call the preceding day knew this was our understanding, and Mr. Charles, I believe was his name, who did the in-take understood that we thought it was under warranty. Therefore, any concern over a diagnostic fee was dismissed. The dealership had the ethical responsibility to first inform the customer that the vehicle was no longer under warranty and request permission before proceeding with its diagnostic services.First, I would like to add that since filing my complaint with the Revdex.com, the local Chamber of Commerce office called Robichaux Ford to try to discuss a possible resolution related to my complaint, and I was informed by the Chamber office that Robichaux Ford hung up the phone on them before they could even begin to discuss the matter! Be warned, this is the level of immaturity and unprofessionalism Robichaux Ford has demonstrated in my case.Second, I take issue with the wording by the Revdex.com, "“Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied.” Robichaux Ford did nothing to address their fault in not verifying the warranty status of my vehicle before performing any service on it that would incur an expense to the customer. Yes, I signed a consent form regarding the diagnostic fee, and yes signs are posted, BUT the basis of my complaint is that this fee is not charged when warranty service is performed. Robichaux Ford knew that I was under the impression that my 2013 vehicle with 34,000 miles was still under warranty. They had an ethical responsibility to confirm the warranty status first.
Regards,
Michael Jeffress