Sunset Ford

Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ Contact Name and Title: [redacted] , GM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @sunsetford.com I've spoken to this customer and apologized for the errorHowever, we are not refunding the customer for tax money that they owe the state of MONo matter what vehicle he buys (ours or another vehicle elsewhere) the tax situation would be the sameNo further action on our part

The original complaint details in this case are accurate (days of service, rental days, dollar amount spent on service, miles on vehicle, when vehicle gassed up, persons involved, and repair performed) The details do not mention the complexity of the diagnosis, nor the amount of personal time the service manager [redacted] spent on trying to assist this customer by driving it himself due to the severe safety issue on this concern and in attempt to save the customer money from have a technician spend hours of diagnosis on an intermittent concern Regardless, Sunset Ford and Ford Motor Company are not responsible for alternate customer transportation no matter the complexity of the repair or safety of the situation, customer is responsible for their own transportation Being that the customer did purchase from Sunset, Sunset Ford chose to assist days of rental due to extensive length of time to diagnose vehicle ($rental assistance) Justin further assisted with additional days ($60) reimbursement via check towards the rental as that is what the customer [redacted] requested due to the misunderstanding/misleading information [redacted] portrayed about a test drive and possibly causing extra days of un-needed diagnosis (Tuesday to Thursday, from gas up until vehicle ready)The total rental invoice was $a total of days, which after Sunset’s contributions of $210, the customer’s responsibility was $for days, an average of $per day through [redacted] (rate is $per day which is what Sunset Ford paid for days)Regardless, Sunset Ford and Ford Motor Company are NOT REQUIRED to test drive vehicles to verify a customer concern, nor are they required to provide alternative transportation for customers, nor is it implied by Sunset Ford that transportation is provided or that we will test drive vehicles indefinitely until concerns are verified The vehicle has been since repaired as the customer stated and picked up on Thursday April 13, 2017, and Sunset Ford has given the customer $worth of rental credit towards a $dollar repair, therefore there is no additional assistance at this time that will be provided Sunset Ford service department provides automotive repairs The vehicle has been repaired Therefore no further action will be taken by the dealer unless the vehicle is not repaired and still experiencing issues

We apologize for the inconvenience this caused and can certainly understand your concerns that the work we did may not have been thorough or that the vehicle was not road tested When the vehicle was brought back to us with a coolant leak, it was a severe coolant leak with a hole punctured in the radiator If it was leaking like this, we would have caught this leak in the shop bay while the tech was working on the car So something happened from the time the vehicle left the dealership to when the leak started happening Either way, we (SUNSET FORD) took care of this leak (no charge to customer), replaced the radiator and coolant as Dealer Goodwill Unless further damages have occurred since this repair that we are unaware of, in which you are referring to, no further action by the dealer If additional damages are found on vehicle, due to the damages being rodent damage, customer may want to contact their insurance carrier Again, we apologize for what might have been an oversight or the event that happened to cause the radiator leak, but the hope was us taking the initiative to replace the radiator at no cost was to retain customer satisfaction help show our apologies If I am missing details or further issues need to be addressed, please call me directFixed Operations Director, [redacted]

On Repair Order# [redacted] , on 4/14/17, at 131,miles this vehicle was brought to us and written up/documented for the following concern: CHECK ENGINE LIGHT ONCHECK AND ADVISE$DIAGNOSIS APPLIES These are the comments documented in the Repair Order by the servicing technician: "diagnosis ck engine lite onkoeo [redacted] *** performed pinpoint test on all circuit vehicle has possible eng concernvehicle is out of timecustomer declined further repairs at this time." This vehicle was simply plugged into our code reader to see what codes were in the PCM causing the check engine light to come on No repairs or altercations were made to the vehicle as the customer declined further repairs at this time Because we simply just plugged it in to read the codes, that is why a refund was offered, since it was not an extensive diagnosis The vehicle would be running rough due to the fact that the engine is out of timing - which is the reason for the check engine light The next step would be to begin disassembly of the engine to further investigate the reason for the engine being out of time (stretched timing chain, broken chain, sensor reading erratically, low oil pressure, etc.) All repair order copies have been signed by the customer including the invoice, so not sure how they would have not received a copy, regardless we can provide them a copy if neededIf customer wants to pursue further diagnosis and repairs, there will be charges to do so [redacted] , Fixed Operations Director, [redacted]

CUSTOMER ISSUE IS RESOLVED 100% WE REPLACED THE WHEEL, CHECKED THE ALIGNMENT & INSTALLED THE CORRECT SCREWS FOR THE LICENSE PLATE CUSTOMER WAS VERY HAPPY WHEN THEY LEFT THIS AFTERNOON

see attached

Complaint: ***
I am rejecting this response because:
When I dropped the vehicle off they knew they had to test drive it to figure out the problemThey said nothing about not being able to test drive it or charge more for test driving itEvery time I called they told me it was being test driven and it was notThey told customer service and the executive of Ford that they been test driving it also*** lied to all of usIf they couldn't test drive it to try and duplicate it then they should of said that on day or even day or Not one time did they mention thatAnd they all understood what they had to do to figure out the problemInstead of saying they couldn't test drive it they lied and said they been test driving it all alongThey don't even care that they lied and think they did nothing wrongI will tell everyone I know and tell their friends and family to not take their vehicles to sunsets service departmentI want everything paid forThey I have never been so stressed or treated that way from any service departmentThey are in the wrong and need to take responsibility for what *** did If they would of said they couldn't test drive it I would of took it somewhere elseAnd making is come up there to put gas in it to test drive it so more when you didn't even drive mile after we put gas in itI feel sorry for whoever owns that sunset Ford because their service department is making their ratings for service and customer service down.
Sincerely,
*** ***

The original complaint details in this case are accurate (days of service, rental days, dollar amount spent on service, miles on vehicle, when vehicle gassed up, persons involved, and repair performed).  The details do not mention the complexity of the diagnosis, nor the amount of...

personal time the service manager [redacted] spent on trying to assist this customer by driving it himself due to the severe safety issue on this concern and in attempt to save the customer money from have a technician spend hours of diagnosis on an intermittent concern.  Regardless, Sunset Ford and Ford Motor Company are not responsible for alternate customer transportation no matter the complexity of the repair or safety of the situation, customer is responsible for their own transportation.  Being that the customer did purchase from Sunset, Sunset Ford chose to assist 5 days of rental due to extensive length of time to diagnose vehicle ($150 rental assistance).  Justin further assisted with 2 additional days ($60) reimbursement via check towards the rental as that is what the customer [redacted] requested due to the misunderstanding/misleading information [redacted] portrayed about a test drive and possibly causing 2 extra days of un-needed diagnosis (Tuesday to Thursday, from gas up until vehicle ready). The total rental invoice was $359.97 a total of 14 days, which after Sunset’s contributions of $210, the customer’s responsibility was $149.97 for 7 days, an average of $21.42 per day through [redacted] (normal rate is $30 per day which is what Sunset Ford paid for 7 days). Regardless, Sunset Ford and Ford Motor Company are NOT REQUIRED to test drive vehicles to verify a customer concern, nor are they required to provide alternative transportation for customers, nor is it implied by Sunset Ford that transportation is provided or that we will test drive vehicles indefinitely until concerns are verified.  The vehicle has been since repaired as the customer stated and picked up on Thursday April 13, 2017, and Sunset Ford has given the customer $210 worth of rental credit towards a $288.50 dollar repair, therefore there is no additional assistance at this time that will be provided.  Sunset Ford service department provides automotive repairs.  The vehicle has been repaired.  Therefore no further action will be taken by the dealer unless the vehicle is not repaired and still experiencing issues.

Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: [redacted], GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sunsetford.com
I've spoken to this customer and apologized for the error. However, we are not refunding the customer for tax money that they owe the...

state of MO. No matter what vehicle he buys (ours or another vehicle elsewhere) the tax situation would be the same. No further action on our part.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
What Mr. [redacted] says is untrue. We did sign the first cancellation and changed our mind and was told it was shredded and we then signed the contract cancelling the ding shield and the preferred tire. We only got a copy of the...

second cancellation, on June 8th 2016. We never got a copy of the first cancellation on June 8th or at anytime because Mr. [redacted] told us he shredded it when we asked him about it. I never received anything from [redacted], I found out the money had been refunded on Sept. 20 2016 after I was told to check if a problem I was having was covered under the warranty. I then verified this with my bank and they told me it had then called Sunset Ford. Mr. [redacted] was negligent and lied to us about shredding the first cancellation. That's why he never gave us a copy, he sent in the wrong cancellation and refuses to accept and admit his mistake. I feel this business has deceived me and feel that I being a Veteran and disabled should have been treated respectfully instead of being lied too. The only way to rectify this is for Sunset Ford to reinstate the policy and pay for it to be reinstated. 
Sincerely,
[redacted]

Customer's original visit and concern occurred on 11/30/16. "CUSTOMER STATES THAT THERE IS A TICKING NOISE IN THE ENGINE CHECK AND ADIVSE."  Technician findings: Road tested and verified noise from engine, performed manual oil pressure test.  Final result after engine got warm is...

23-24 psi at idle, need to remove valve covers and inspect timing chains and tensioners and cam phasers and cam journals for wear or damage. Remove and replace valve covers and inspect and found cyl 1 rocker arm roller locked up and scored cylinder 1, camshaft journal, also found camshaft journals scored and timing chain tensioners seals blown out and timing chain guides broken.  Recommend engine replacement.  Customer approved engine replacement. Replace long block engine assembly and transfer any parts not included with new engine long block assembly and refill with fluids and road test.  AUL aftermarket warranty paid $3000 towards engine replacement, customer paid remaining $5263.18 balance.  Vehicle comes back on 1/26/17 for customer concern: “CHECK ENGINE LIGHT ON. CHECK AND ADVISE.” Technician findings: checked and verified concern, perform eec test, found code p2004 , perform pinpoint test for IMRC (intake manifold runner control), and found runners sticking. Lube and clean runners and linkage. Also found hose loose, re-secure hose and retest, pass, no codes retrieved, concern resolved at this time.  Customer paid $0.00 for check out and repairs.  LASTLY, customer returns on 2/6/17 for customer concern: “CUSTOMER STATES THAT THE BLOWER DOES NOT WORK ON DEFROST OR THE FLOOR. CHECK AND ADVISE.”  Technician findings: Check hvac operation and reinitialize mode door actuator and retest. Actuator is moving but there is a concern in the plenum chamber. All the controls are electric actuators inside the vehicle dash, engine installation could not have played a role in the improper operation of the hvac system due to the fact that it is INSIDE THE CAB OF THE VEHICLE (not in the engine), note A/C has a full charge, and the plenum has heat, but the actuator doors are not moving inside the dash.  We suggested further diagnosis in which we will have to remove the dash.  Customer paid $0.00 for check out.  Customer stated to the service advisor that he is upset with the business he bought the vehicle from, [redacted] and he is upset with his aftermarket warranty company for not paying for entire engine repair.  Customer stated that they did not have the money right now to have repairs or further diagnosis performed.  We offered a discounted rate and customer said they would keep that in mind for the future if they want to have the concern diagnosed/corrected.  Customer said he would wait until he got his tax returned.  The customer also has a $423.16 credit to Sunset Ford through the Ford Owner Advantage points program from earning 5% on his engine purchase.  Customer understood that this is not related to engine repairs and the interior dash has to be removed to gain access to HVAC door actuators that direct the air flow inside the truck.  There will be no further assistance from Sunset Ford as we have already determined the concern is not related to installing the engine, the concern resides on the interior behind the dash.

On Repair Order# [redacted], on 4/14/17, at 131,047 miles this vehicle was brought to us and written up/documented for the following concern: CHECK ENGINE LIGHT ON. CHECK AND ADVISE. $98 DIAGNOSIS APPLIES.  These are the comments documented in the Repair Order by the servicing technician:...

"diagnosis ck engine lite on. koeo [redacted].  performed pinpoint test on all circuit vehicle has possible eng concern. vehicle is out of time. customer declined further repairs at this time."  This vehicle was simply plugged into our code reader to see what codes were in the PCM causing the check engine light to come on.  No repairs or altercations were made to the vehicle as the customer declined further repairs at this time.  Because we simply just plugged it in to read the codes, that is why a refund was offered, since it was not an extensive diagnosis.  The vehicle would be running rough due to the fact that the engine is out of timing - which is the reason for the check engine light.  The next step would be to begin disassembly of the engine to further investigate the reason for the engine being out of time (stretched timing chain, broken chain, sensor reading erratically, low oil pressure, etc.).  All repair order copies have been signed by the customer including the invoice, so not sure how they would have not received a copy, regardless we can provide them a copy if needed. If customer wants to pursue further diagnosis and repairs, there will be charges to do so.  [redacted], Fixed Operations Director, [redacted]

We apologize for the inconvenience this caused and can certainly understand your concerns that the work we did may not have been thorough or that the vehicle was not road tested.  When the vehicle was brought back to us with a coolant leak, it was a severe coolant leak with a hole punctured in...

the radiator.  If it was leaking like this, we would have caught this leak in the shop bay while the tech was working on the car.  So something happened from the time the vehicle left the dealership to when the leak started happening.  Either way, we (SUNSET FORD) took care of this leak (no charge to customer), replaced the radiator and coolant as Dealer Goodwill.  Unless further damages have occurred since this repair that we are unaware of, in which you are referring to, no further action by the dealer.  If additional damages are found on vehicle, due to the damages being rodent damage, customer may want to contact their insurance carrier.  Again, we apologize for what might have been an oversight or the event that happened to cause the radiator leak, but the hope was us taking the initiative to replace the radiator at no cost was to retain customer satisfaction help show our apologies.  If I am missing details or further issues need to be addressed, please call me direct. Fixed Operations Director, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Contact Name and Title: [redacted] - Manager
Contact Phone: [redacted]
Contact Email: [redacted]@sunsetford.com
Gerald,
Very sorry for the continued issues with your Ranger. Obviously you were aware that we contacted Ford Motor Company in regards to the airbag issue caused by the recall, and our...

efforts did not produce any luck. Since your Revdex.com submission we have further escalated your case with Ford Motor Company, but today they have replied again that they will not assist. We will call you for scheduling. Ford does provide training for all their recalls, and we can't determine whether this recall caused this issue or not, we are at the mercy of Ford to help us know that. At this time, Sunset Ford has decided to assist with this concern since Ford Motor Company is not willing to participate. Again, sorry for all the trouble. We will be in contact shortly.
Sunset Ford Service Team

We apologize how the details on this may have been misinterpreted, but as you will see on the attached contract that you signed, the warranty Expiration Date is May 5, 2017.  So when you called in on 6/26/17 to make an appointment, the vehicle was already out of warranty.  Being that the...

warranty expired recently is why my staff offered a discount towards the repair, but there is nothing more than that we can do.  If you would like to proceed with the repairs, please feel free to contact me directly, [redacted] or call in the main line and schedule an appointment [redacted].