Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Contact Name and Title: [redacted] Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @fairoaksford.com The original complaint was that the yellow service engine light was on. Vehicle would not go into hybrid mode and was... gas engine all the time. The technician found 3 high voltage wires melted together(these wires are located directly located under the vehicle on the right hand side of vehicle under passenger seat. We then called GSA and told them we had 8 codes and needed to start by repairing the melted wires. At this point GSA ok'd us to proceed with making the repair. Once wire were repaired we eliminated 4 codes, but still had 4 codes. Customer came and took vehicle and would not let us go any further at this time. Customer then decided to bring back 5 days later and we needed a BECM(battery electronic control module) which controls the high voltage battery. We then called GSA and they ok'd repair. Once part was installed 3 more codes were eliminated but 1 code remains but vehicle goes into hybrid mode. The pinpoint test tells us to replace a high voltage contact block and if not fixed then necessary to replace high voltage battery. Note: Ford does not have any tests for high voltage block or battery due to danger of being electicuted. We are not taking advantage of GSA and it's not are fault that customer takes vehicle, and its not are fault that his vehicle is broken. We are following the guidelines from [redacted] Motor Company. We don't do bad business and I take offense to his ridiculous accusations. Feel free to call [redacted] Service Director at XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, you never notified me that you had 8 service codes and it went down to 4? If so why did you give me the vehicle like it was completely repaired and I had to let you know that the service engine light was still on. Obviously, after the 2nd repair, you started checking this before you gave me back the vehicle and told me that the car required additional repairs without letting me know that there were a certain # of codes left. In addition, you would leave the vehicle in the shop longer due to poor shipment deliveries. The first time it got repaired you told me you received a damaged wire assembly and had to wait on another one. The 2nd time you brought up another delivery issue. Do you see where I'm trying to go with this? It's difficult for me to trust your company, if you don't provide good customer service. Final Business Response / [redacted] (4000, 9, 2015/09/16) */ Contact Name and Title: [redacted] Ser Direc Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @fairoaksford.com Once again customer was given all information and could not leave his vehicle. This is a fleet vehicle and [redacted] is fully aware of what is going on. If [redacted] thought there was a issue they would not have paid us. You can verify with [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) How was I given all the information, if you left out the amount of service codes that were initially there? Like I stated earlier, you weren't aware of the additional service codes until I had to bring it to your attention the 1st time it was repaired. You gave me the vehicle as if it were completely repaired and it wasn't.
Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Contact Name and Title: [redacted] Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @fairoaksford.com The original complaint was that the yellow service engine light was on. Vehicle would not go into hybrid mode and was... gas engine all the time. The technician found 3 high voltage wires melted together(these wires are located directly located under the vehicle on the right hand side of vehicle under passenger seat. We then called GSA and told them we had 8 codes and needed to start by repairing the melted wires. At this point GSA ok'd us to proceed with making the repair. Once wire were repaired we eliminated 4 codes, but still had 4 codes. Customer came and took vehicle and would not let us go any further at this time. Customer then decided to bring back 5 days later and we needed a BECM(battery electronic control module) which controls the high voltage battery. We then called GSA and they ok'd repair. Once part was installed 3 more codes were eliminated but 1 code remains but vehicle goes into hybrid mode. The pinpoint test tells us to replace a high voltage contact block and if not fixed then necessary to replace high voltage battery. Note: Ford does not have any tests for high voltage block or battery due to danger of being electicuted. We are not taking advantage of GSA and it's not are fault that customer takes vehicle, and its not are fault that his vehicle is broken. We are following the guidelines from [redacted] Motor Company. We don't do bad business and I take offense to his ridiculous accusations. Feel free to call [redacted] Service Director at XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, you never notified me that you had 8 service codes and it went down to 4? If so why did you give me the vehicle like it was completely repaired and I had to let you know that the service engine light was still on. Obviously, after the 2nd repair, you started checking this before you gave me back the vehicle and told me that the car required additional repairs without letting me know that there were a certain # of codes left. In addition, you would leave the vehicle in the shop longer due to poor shipment deliveries. The first time it got repaired you told me you received a damaged wire assembly and had to wait on another one. The 2nd time you brought up another delivery issue. Do you see where I'm trying to go with this? It's difficult for me to trust your company, if you don't provide good customer service. Final Business Response / [redacted] (4000, 9, 2015/09/16) */ Contact Name and Title: [redacted] Ser Direc Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @fairoaksford.com Once again customer was given all information and could not leave his vehicle. This is a fleet vehicle and [redacted] is fully aware of what is going on. If [redacted] thought there was a issue they would not have paid us. You can verify with [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) How was I given all the information, if you left out the amount of service codes that were initially there? Like I stated earlier, you weren't aware of the additional service codes until I had to bring it to your attention the 1st time it was repaired. You gave me the vehicle as if it were completely repaired and it wasn't.