Complaint: ***
I am rejecting this response because:
Unfortunately, you have not satisfied my claimOn the first note, although your quote of $to make the repair has come down from the original quote of $947, it is still far too highI have researched the parts required to make this repair and the gasket and spark plug seal kit is around $Replacement spark plugs are around $This is less than $for partsYou cited that your technicians require hours to do this jobSo, taking into account the $for parts less the $total charge quoted, this means that your technician's hourly rate is $Unless you are using lawyers or surgeons to make car repairs at your facility, this hourly rate seems quite inflatedIn a small town such as Cheyenne where there are a limited number of Ford Certified technicians, the price you are charging for your repairs is tantamount to price gouging and is unacceptable
On the second note, regarding the charge of $to diagnose the issue with my vehicle, of course your technician should be paid for her or his timeHowever, a customer should be told up front that there will be a $charge to look at and diagnose the vehicleI object to not being told about the fee and request a refund be mailed to my address by the end of next weekOtherwise, I will take the issue up with my credit card company
I should also let you know that I have owned Ford cars and trucks in my life and have always enjoyed Ford as a productI have likewise had good experiences with Ford service in other statesI have had a disappointing experience with Ford in Cheyenne, Wyoming and will be writing a letter to your parent company, Ford Motors explaining in detail my experience with youNevertheless, I will continue to buy Ford products until such time as I have a similar experience with a Ford branded company in the futureI regret to inform you that I will not be able to recommend your company to people I meet or have conversations with in Cheyenne in the future
Regards,
*** ***
[redacted],
Thanks for bringing your 2002 Ford Escape with 133,000 miles into our service department. As I read your comments both to our folks and the Revdex.com I can't help but think this is no more than a lack of communication on both of our parts.
The repairs needed to your...
vehicle in our technicians opinion were the complete set of valve cover gaskets along with spark plug seals and spark plugs. This operation was recommended due to mileage and age of the vehicle along with the comments in the write up during your vehicle drop off. The oil from my understanding is leaking into spark plug seals and fouling out the plugs. Under standard operations using flat rate manuals the time to replace all these seals and spark plugs is five hours. Parts and labor should be around $865.60 plus shop supplies and taxes. My service advisor [redacted] would be more then happy to give more detail to you if you would like to stop by the store. You may also ask for [redacted], our Service Manager for detailed information. The $106.00 was used to pay the factory trained technician for diagnosing your vehicle so you would know what to fix. The $106.00 would be deducted from your bill if you chose to have repairs done at a later time.
I realize this was your first trip into our store and you don't know us but as a man who was raised by a single mother with six kids during the sixties and seventies she learned the hard way it was her local new car dealership that always had her back. We can't know if you are single or any other status as a customer only diagnose your vehicle and recommend repairs as we see it.
Sincerely
[redacted]
Complaint: ***
I am rejecting this response because:
Unfortunately, you have not satisfied my claimOn the first note, although your quote of $to make the repair has come down from the original quote of $947, it is still far too highI have researched the parts required to make this repair and the gasket and spark plug seal kit is around $Replacement spark plugs are around $This is less than $for partsYou cited that your technicians require hours to do this jobSo, taking into account the $for parts less the $total charge quoted, this means that your technician's hourly rate is $Unless you are using lawyers or surgeons to make car repairs at your facility, this hourly rate seems quite inflatedIn a small town such as Cheyenne where there are a limited number of Ford Certified technicians, the price you are charging for your repairs is tantamount to price gouging and is unacceptable
On the second note, regarding the charge of $to diagnose the issue with my vehicle, of course your technician should be paid for her or his timeHowever, a customer should be told up front that there will be a $charge to look at and diagnose the vehicleI object to not being told about the fee and request a refund be mailed to my address by the end of next weekOtherwise, I will take the issue up with my credit card company
I should also let you know that I have owned Ford cars and trucks in my life and have always enjoyed Ford as a productI have likewise had good experiences with Ford service in other statesI have had a disappointing experience with Ford in Cheyenne, Wyoming and will be writing a letter to your parent company, Ford Motors explaining in detail my experience with youNevertheless, I will continue to buy Ford products until such time as I have a similar experience with a Ford branded company in the futureI regret to inform you that I will not be able to recommend your company to people I meet or have conversations with in Cheyenne in the future
Regards,
*** ***
[redacted],
Thanks for bringing your 2002 Ford Escape with 133,000 miles into our service department. As I read your comments both to our folks and the Revdex.com I can't help but think this is no more than a lack of communication on both of our parts.
The repairs needed to your...
vehicle in our technicians opinion were the complete set of valve cover gaskets along with spark plug seals and spark plugs. This operation was recommended due to mileage and age of the vehicle along with the comments in the write up during your vehicle drop off. The oil from my understanding is leaking into spark plug seals and fouling out the plugs. Under standard operations using flat rate manuals the time to replace all these seals and spark plugs is five hours. Parts and labor should be around $865.60 plus shop supplies and taxes. My service advisor [redacted] would be more then happy to give more detail to you if you would like to stop by the store. You may also ask for [redacted], our Service Manager for detailed information. The $106.00 was used to pay the factory trained technician for diagnosing your vehicle so you would know what to fix. The $106.00 would be deducted from your bill if you chose to have repairs done at a later time.
I realize this was your first trip into our store and you don't know us but as a man who was raised by a single mother with six kids during the sixties and seventies she learned the hard way it was her local new car dealership that always had her back. We can't know if you are single or any other status as a customer only diagnose your vehicle and recommend repairs as we see it.
Sincerely
[redacted]