Initial Business Response / [redacted] (1000, 6, 2015/04/30) */ [redacted] , our service manager contacted [redacted] . Mr. [redacted] will contact [redacted] to schedule an appointment for us to diagnose the issue with the brakes. Once we perform the diagnosis we will be able to determine whether the repairs are... covered under either of his warranties. Typically, brakes are considered a maintenance item but it is possible there is mechanical issue with the brakes that could be a covered item. This will be determined when diagnosed. As of today, we are waiting for Mr. [redacted] to contact us to schedule the appointment.
I am rejecting this response because: I strongly disagree with Metropolitan Ford. They should stand behind their recall and reimburse us with $1,400.00 they charged to fix the frame that rusted out from the 2014 recall. I will NEVER purchase a vehicle from Metropolitan Ford ever again and will pass my experience with them onto social media and never recommend them to anyone.Just because they have their fancy lawyers that can make them look good, doesn't mean you should be able to screw the consumer. I know that I'm just a speck of dust but if you continue to do to consumers I would assume your ratings will continue to go down.Sincerely,[redacted]
Initial Business Response /* (1000, 6, 2015/04/30) */
[redacted], our service manager contacted [redacted]. Mr. [redacted] will contact [redacted] to schedule an appointment for us to diagnose the issue with the brakes. Once we perform the diagnosis we will be able to determine whether the repairs are...
covered under either of his warranties. Typically, brakes are considered a maintenance item but it is possible there is mechanical issue with the brakes that could be a covered item. This will be determined when diagnosed. As of today, we are waiting for Mr. [redacted] to contact us to schedule the appointment.
1st attachment - This is our a copy of our safety inspection. At the time the vehicle checked out mechanically well enough that on a 2007 Hummer with over 141,000 we decided to spend $639.30 in our shop to replace brake pads, brake rotors, and tire pressure monitor sensors because the tire pressure light was on. Had we known the vehicle had major mechanical problems, we wouldn't have spent this additional money and would have simply wholesaled the vehicle.2nd Attachment - Clearly shows that the customer signed off knowing full well that there was no promises of any coverage as the box is clearly marked "AS IS - NO WARRANTY". Mr. [redacted] came to our store for this particular vehicle, we did not try to talk him into taking it. 07 Hummers with 141,ooo miles come with a higher probability of future repair bills than say, a certified used Ford Focus that we could sell in that same price range that would have come with a warranty as well. He accepted that risk and again, signed off that the vehicle was 100% "AS IS - NO WARRANTY" the moment he drove it off the lot.3rd attachment - At Metropolitan Ford, we value all of our customers and sometimes look past technical rules and sometimes disregard the fact that even though a customer signs off on "As Is", that sometimes in the honor of "good will" we will go above and beyond what we are legally bound to do by paperwork. We did so in the case of Mr. [redacted]. This attachment shows that when he had a problem very shortly after purchasing the vehicle from us, we spent $1326.60 to rectify the problem despite the fact that we only made $1158.90 to sell him the vehicle.While it is unfortunate that more problems have arisen, Metropolitan Ford no longer owns the vehicle nor is responsible for it any longer. The repair shop that did the work has offered to do any work the customer wants at a steeply reduced rate to help with any current or future problems they have with the Hummer.
On May 19, 2014 [redacted] brought her 2003 Ford Escape with 105,375 miles in for service to do recall 14S02. The recall instructions said inspect the Lower Control Arm for separation. At that time, the vehicle passed the inspection, no parts replaced.April 12, 2016, customer...
returned with 113,592 miles for service work and recall 14S02. Recall instructions from Ford changed since 2014, now stated to replace the cross brace if there was no separation of the LCA. If Lower Control Arm was completely separated from front subframe, then replace subframe. We replaced the cross brace only. The Lower Control Arm was not separated from the sub frame. See attachment of Ford recall procedures.April 26, 2016, customer returned for repair and maintenance work. Due to the amount of rust on the sub frame, we sent request to Ford to replace the Lower Control Arm even though it had not separated. Request denied by Ford. See Attachment.April 12, 2017, customer returned with 117,240 miles and sub frame broken. We sent new request to Ford, reply was: “This request is beyond a reasonable amount of time for a subsequent failure.” See attached. To help the customer with cost of repair we discounted work and due to high miles we found used parts in great condition to keep the cost down. The customer agreed to the repair and the price so we performed the work.Failure of the sub frame was due to rust, not a workmanship issue during the recall. We replaced the part Ford authorized us to replace. Due to the age and mileage of the vehicle, we are not authorized to override Fords decisions for customer assistance.We have been in contact with the customer. May 10th, we offered discounts on mechanical work needed on their 2003 Escape. As of today, no response from the [redacted].
Initial Business Response / [redacted] (1000, 6, 2015/04/30) */ [redacted] , our service manager contacted [redacted] . Mr. [redacted] will contact [redacted] to schedule an appointment for us to diagnose the issue with the brakes. Once we perform the diagnosis we will be able to determine whether the repairs are... covered under either of his warranties. Typically, brakes are considered a maintenance item but it is possible there is mechanical issue with the brakes that could be a covered item. This will be determined when diagnosed. As of today, we are waiting for Mr. [redacted] to contact us to schedule the appointment.
I am rejecting this response because: I strongly disagree with Metropolitan Ford. They should stand behind their recall and reimburse us with $1,400.00 they charged to fix the frame that rusted out from the 2014 recall. I will NEVER purchase a vehicle from Metropolitan Ford ever again and will pass my experience with them onto social media and never recommend them to anyone.Just because they have their fancy lawyers that can make them look good, doesn't mean you should be able to screw the consumer. I know that I'm just a speck of dust but if you continue to do to consumers I would assume your ratings will continue to go down.Sincerely,[redacted]
Initial Business Response /* (1000, 6, 2015/04/30) */
[redacted], our service manager contacted [redacted]. Mr. [redacted] will contact [redacted] to schedule an appointment for us to diagnose the issue with the brakes. Once we perform the diagnosis we will be able to determine whether the repairs are...
covered under either of his warranties. Typically, brakes are considered a maintenance item but it is possible there is mechanical issue with the brakes that could be a covered item. This will be determined when diagnosed. As of today, we are waiting for Mr. [redacted] to contact us to schedule the appointment.
1st attachment - This is our a copy of our safety inspection. At the time the vehicle checked out mechanically well enough that on a 2007 Hummer with over 141,000 we decided to spend $639.30 in our shop to replace brake pads, brake rotors, and tire pressure monitor sensors because the tire pressure light was on. Had we known the vehicle had major mechanical problems, we wouldn't have spent this additional money and would have simply wholesaled the vehicle.2nd Attachment - Clearly shows that the customer signed off knowing full well that there was no promises of any coverage as the box is clearly marked "AS IS - NO WARRANTY". Mr. [redacted] came to our store for this particular vehicle, we did not try to talk him into taking it. 07 Hummers with 141,ooo miles come with a higher probability of future repair bills than say, a certified used Ford Focus that we could sell in that same price range that would have come with a warranty as well. He accepted that risk and again, signed off that the vehicle was 100% "AS IS - NO WARRANTY" the moment he drove it off the lot.3rd attachment - At Metropolitan Ford, we value all of our customers and sometimes look past technical rules and sometimes disregard the fact that even though a customer signs off on "As Is", that sometimes in the honor of "good will" we will go above and beyond what we are legally bound to do by paperwork. We did so in the case of Mr. [redacted]. This attachment shows that when he had a problem very shortly after purchasing the vehicle from us, we spent $1326.60 to rectify the problem despite the fact that we only made $1158.90 to sell him the vehicle.While it is unfortunate that more problems have arisen, Metropolitan Ford no longer owns the vehicle nor is responsible for it any longer. The repair shop that did the work has offered to do any work the customer wants at a steeply reduced rate to help with any current or future problems they have with the Hummer.
On May 19, 2014 [redacted] brought her 2003 Ford Escape with 105,375 miles in for service to do recall 14S02. The recall instructions said inspect the Lower Control Arm for separation. At that time, the vehicle passed the inspection, no parts replaced.April 12, 2016, customer...
returned with 113,592 miles for service work and recall 14S02. Recall instructions from Ford changed since 2014, now stated to replace the cross brace if there was no separation of the LCA. If Lower Control Arm was completely separated from front subframe, then replace subframe. We replaced the cross brace only. The Lower Control Arm was not separated from the sub frame. See attachment of Ford recall procedures.April 26, 2016, customer returned for repair and maintenance work. Due to the amount of rust on the sub frame, we sent request to Ford to replace the Lower Control Arm even though it had not separated. Request denied by Ford. See Attachment.April 12, 2017, customer returned with 117,240 miles and sub frame broken. We sent new request to Ford, reply was: “This request is beyond a reasonable amount of time for a subsequent failure.” See attached. To help the customer with cost of repair we discounted work and due to high miles we found used parts in great condition to keep the cost down. The customer agreed to the repair and the price so we performed the work.Failure of the sub frame was due to rust, not a workmanship issue during the recall. We replaced the part Ford authorized us to replace. Due to the age and mileage of the vehicle, we are not authorized to override Fords decisions for customer assistance.We have been in contact with the customer. May 10th, we offered discounts on mechanical work needed on their 2003 Escape. As of today, no response from the [redacted].