Skagit Ford Subaru

May 5, [redacted] Revdex.com PO Box DuPont, WA Dear Ms [redacted] I am responding to your letter of Tuesday April 28, 2015, concerning Mr [redacted] , with the assigned ID of [redacted] Thank you for forwarding the complaint inquiry on behalf of Mr [redacted] I have personally been involved with this issue from the beginning in the attempt to work toward a mutual resolution of this unfortunate incidentFrom the beginning, the offer to repair the paint damage was offered, at the time it occurred, and for several days after, that offer was unacceptable to Mr [redacted] After discussing the situation with our Dealer Principal, Mr [redacted] , Mr [redacted] accepted the original offer, and it is my understanding the vehicle is in the process of repair at a Body Shop chosen by Mr [redacted] Please don't hesitate to contact me if you need additional information Sincerely, [redacted] Customer Relations Manager Skagit Ford Subaru

I am happy to respond to any customer concern or complaint that can be verifiedIn this case, the complainant is not in our customer data base and not associated with the referenced account

Thank you for the additional information linking the complainant with the customer and repair order, privacy laws and protecting our customer information today is top priority
The question is, did we properly diagnose and repair a failed systemThe answer is, according to the failure codes identified by Subaru’s diagnostic process, yes, the diagnosis and subsequent repair was absolutely correct
The customer’s initial visit was on December 3, requesting diagnosis for a check engine lightStandard diagnosis was performed and fault code P0011, (cam position failure) was identifiedThis code identified a failure of the bank oil switching valveThe customer was told by another source that the code identified the turbo charger had failedIf the turbo charger had failed it is not a component that would generate a fault code under any condition or circumstance, the system does not have that capabilityWe did run a turbo performance check and it was working properly at that time
We contacted the customer’s extended service contract provider for coverage of the labor and parts and coverage was denied as a non-covered componentWe contacted the customer with our diagnosis and estimate for repair and repairs were declinedCustomer picked up the vehicle on December 4,
Customer contacted the service department on 1/20/authorizing repair of the bank oil switching valve that was diagnosed on December 3, It was discovered that the turbo charger now was not producing any boost and had failedIt was also discovered that the power control module now had an additional failure code for the bank oil switching valveWhen accessing the bank oil switching valve for replacement it was apparent that the vehicle had not been maintained properly as the oil was contaminated and had the consistency of sludgeAdditionally, the turbo oil feed line and protective screen were severely restricted with sludge
As authorized, we replace the bank oil switching valve (alldata labor guide hours)In addition, we removed the bank oil switching valve, cleaned out the sludge, and the technician was able to get valve actuation so it was working again. This was all done at no additional cost to the customer
The oil was changed, all codes cleared from the power control module, and test driven to verify proper repairCustomer was informed as to the state of his engine and that we believe that the bank oil switching valve may very well fail in the near future already sustaining damage and producing a fault code
The repairs were performed with full authorization by the customer with full knowledge of diagnosisIf the bank oil switching valve would not have been replaced the engine would not have operated correctly because this switch controls valve timing and the engine light would not have gone off until the repair was made

I have attached all receiptsThey should have know the complaint well from talking to a manager several timesMy car was brought in under the name *** *** which I told them when I called to dispute the chargeAnd they didnt spell *** last name right

Thank you for the additional information linking the complainant with the customer and repair order, privacy laws and protecting our customer information today is top priority
The question is, did we properly diagnose and repair a failed systemThe answer is, according to the failure codes identified by Subaru’s diagnostic process, yes, the diagnosis and subsequent repair was absolutely correct
The customer’s initial visit was on December 3, requesting diagnosis for a check engine lightStandard diagnosis was performed and fault code P0011, (cam position failure) was identifiedThis code identified a failure of the bank oil switching valveThe customer was told by another source that the code identified the turbo charger had failedIf the turbo charger had failed it is not a component that would generate a fault code under any condition or circumstance, the system does not have that capabilityWe did run a turbo performance check and it was working properly at that time
We contacted the customer’s extended service contract provider for coverage of the labor and parts and coverage was denied as a non-covered componentWe contacted the customer with our diagnosis and estimate for repair and repairs were declinedCustomer picked up the vehicle on December 4,
Customer contacted the service department on 1/20/authorizing repair of the bank oil switching valve that was diagnosed on December 3, It was discovered that the turbo charger now was not producing any boost and had failedIt was also discovered that the power control module now had an additional failure code for the bank oil switching valveWhen accessing the bank oil switching valve for replacement it was apparent that the vehicle had not been maintained properly as the oil was contaminated and had the consistency of sludgeAdditionally, the turbo oil feed line and protective screen were severely restricted with sludge
As authorized, we replace the bank oil switching valve (alldata labor guide hours)In addition, we removed the bank oil switching valve, cleaned out the sludge, and the technician was able to get valve actuation so it was working again. This was all done at no additional cost to the customer
The oil was changed, all codes cleared from the power control module, and test driven to verify proper repairCustomer was informed as to the state of his engine and that we believe that the bank oil switching valve may very well fail in the near future already sustaining damage and producing a fault code
The repairs were performed with full authorization by the customer with full knowledge of diagnosisIf the bank oil switching valve would not have been replaced the engine would not have operated correctly because this switch controls valve timing and the engine light would not have gone off until the repair was made

I am happy to respond to any customer concern or complaint that can be verifiedIn this case, the complainant is not in our customer data base and not associated with the referenced account

May 5, 2015 [redacted] Revdex.com PO Box 1000 DuPont, WA 98327 Dear Ms. [redacted] I am responding to your letter of Tuesday April 28, 2015, concerning Mr. [redacted], with the assigned ID of [redacted]. Thank you for forwarding the complaint inquiry on behalf of Mr. [redacted]. I have...

personally been involved with this issue from the beginning in the attempt to work toward a mutual resolution of this unfortunate incident. From the beginning, the offer to repair the paint damage was offered, at the time it occurred, and for several days after, that offer was unacceptable to Mr. [redacted]. After discussing the situation with our Dealer Principal, Mr. [redacted], Mr. [redacted] accepted the original offer, and it is my understanding the vehicle is in the process of repair at a Body Shop chosen by Mr. [redacted]. Please don't hesitate to contact me if you need additional information.   Sincerely,   [redacted] Customer Relations Manager Skagit Ford Subaru