TD Industries

Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ We are sorry the customer was upsetWhen we sell a vehicle, it is entered in our Automatic Data Processing database as soldThe specific advertisement may take a few days to be taken off of our website as it did here, and our used car manager was on bereavement leave during these two daysOur price quotes include a statement that they are subject to availability; unfortunately the vehicle sold the previous dayThe vehicle the customer wanted was no longer available when she came into the store and we apologize that the salesman was not more helpfulWe would love to work with her to find another vehicle that is in her price range

The customer is supposed to come in on Saturday to discuss the matter with General Manager, [redacted] and Sales Manager, [redacted] They both intend on resolving the customer's issuesThank you

Complaint: [redacted] I am rejecting this response because:NEVER did I agree to continue making payments on thisThat's not solely my decision to makeWhen I spoke to [redacted] his options still did not satisfy meHis people dropped the ball and I'm stuck picking up the pieces! I told him that I would speak to my brother and get back to himWhen my brother and I were in the car, literally driving to the office, we called to make sure at least one of the people we needed was in the officeWe were told [redacted] was not in and that [redacted] was in a meetingWe left a message with separate people and left different names to return callsWe were thinking of selling the car back and cutting ties with the business in this matter or look into getting legal help so I definitely would not have agreed to continue payments in this situationThe whole process with this company has been lies and deceit; from initially buying the car up to nowRidiculousWe're stuck fixing the problem their employee createdNot fair, nor is it rightSincerely, [redacted]

Customer [redacted] made us aware of a potential transmission concern while she was on a tripShe towed the vehicle back to Mesa herself and took it to an independent transmission shopShe contacted us because she felt that we installed the wrong oil in the transmission when we serviced the vehicle in late JuneWe had the vehicle towed to Berge Ford at our expense for evaluationUpon inspection, the transmission had an internal mechanical failure, and the failure was not related to the quality or type of oilThis vehicle is out of any manufacturer’s warranty (104,miles), however, strictly as a matter of goodwill, Berge was able to provide repair assistance with Ford Motor Company’s helpBerge located a transmission assembly out of state, and had it shipped hereBerge replaced the transmission assembly, and the vehicle was delivered back to the customer on July 17thThe customer was not charged for any of the repair costs

Thank you for bringing the customer’s concerns to usWe spoke with the customer about her complaint and offered her a gift card and free oil changesWe trust this resolves her issue and she appeared to be satisfied

As previously stated, the work that was performed on the customer's vehicle (either customer pay or manufacturer's warranty) did not have provisions for complimentary rental vehicle coverage Ultimately, we did assist the customer with paying for 50% of his "out of pocket" costs for the rental vehicle (documents previously provided) that he rented from Enterprise Additionally, the repair to correct the "engine light on" concern was in addition to the transmission concern that the customer had explained in the Revdex.com document This repair was authorized by the customer and the repairs were completed by Berge Ford Having completed the necessary and authorized repairs, and applying our goodwill gesture of paying for half the rental costs, Berge Ford considers this concern CLOSED

Customer [redacted] brought her vehicle (Ford Escape 145,miles) to Berge Ford on 8/14/and indicated that she had a concern with her air conditioningThe customer indicated that a family friend added Freon and system dye (suspecting a leak) and then brought the vehicle to Berge Our technician performed an initial visual inspection of the system and also checked the system for freon charge status and pressuresThe technician determined that the a/c system was low on Freon (approx.10oz) verifying the customer’s suspicion of a leakAdditionally, he determined during his visual inspection that the a/c compressor had one leak coming from the front cover behind the compressor clutch (leaking freon) and possibly a second leak coming from the rear of the compressor (leaking compressor oil)At this point, the technician was unable to determine any more concerns with the system until the a/c compressor concern was addressedHe recommended the compressor replacement based on the visual inspectionThe customer declined the repairs and indicated she would pick up the vehicleAt no time was the compressor removed, as a visual inspection of the system and pressure readings were all that was performedThe customer was charged an inspection fee of $for the inspection performed and she picked the vehicle up from us The customer called us on 8/17/and indicated that she took the vehicle to another shop and they said we damaged the compressor, and the customer wants Berge to pay for all the repairs, rental vehicle, etcWe did indicate that we are not liable for her a/c system operation and subsequent repair costs, as we only performed an inspectionStrictly as a matter of customer goodwill, we did issue a refund to her of our inspection feeThe customer indicated that she was having the vehicle repaired at another repair shopWe would be willing to discuss this matter and share our inspection results with the ultimate repairing facility if it would be helpful in this matter

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]

Thank you for bringing the customer’s concerns to usThe customer traded in a vehicle and bought a car from usShe was quoted a rate and payment, but wanted a lower payment so she contracted for a longer termThe customer signed all documents for the vehicle purchaseShe purchased a new vehicle and the deal was funded by a finance companyWe are sorry she is not happy with the purchase or the terms, but they were negotiated and agreed to by herThe customer spoke to our Dealer Principal two weeks ago, who explained that we do not allow for new vehicle returns

This is my response to the AG's officeLet me know if you didn't get the attachment.JimTo: Office of the A [redacted] ***Complaint: [redacted] ***Dear Sir or MadamThe following is Berge Ford’s response to this complaintI will demonstrate that Berge Ford did not remove the tensioner bolt Also the same will prove my statement to Mrs [redacted] was correct that we did not remove the Tensioner or bolt.First I want to clear up some incorrect statements by the [redacted] The term “Engine” is used several times incorrectly; we did not remove or repair the “Engine”The Engine has several components both individual and assembliesThe Cylinder Head is an assembly that attaches on the top of the Engine BlockIt contains cam-shafts, valves, springs and various other items.The [redacted] make a statement referencing another Ford Dealer: “We were told by Mark that to get into the engine to replace “cylinders” and “heads” that the tensioner belt and bolt had to be removed to access the inside of the engine”The statement is correct except for the removal of the tensioner bolt statement which I will answer belowThis statement does not apply to this repairWe did not replace “cylinders” only the “Cylinder Head” as required because of consequential damage caused by components in the recallI’ve attached the Ford Dealer Repair process (Ford # 301-01A-Timing Belt) from the Ford Shop manual.This guide is for removal and re-installation of the Timing BeltUnder “Removal”( under the list of special tools required) operations 27-30.Under “installation” (after operation #30) operation #shows the Pin to hold the TensionerIt clearly shows a process to remove and re-install the belt WITHOUT REMOVING THE TENSIONERBerge Ford feels badly that the [redacted] had this occur however we take no responsibility for the failure.Best Regards,Jim C [redacted] General Manager Berge Ford

Per the Ford mechanic at [redacted] who replaced the engine, two independent mechanics and the manual describing how to access the engine to replace the heads and cylinders, the bolt holding the tensioner had to be removed and then replaced to complete the work that Berge Ford didWe believe that if Berge Ford completed the work that they documented then they had to have touched the bolt that failedIf they contend that they did not touch the bolt then that indicates that their mechanics did not follow the standard recommended guidelines to complete the work which indicates that they are not providing recognized standards of serviceWe would ask that Berge Ford provide the manual showing the step by step instructions that they used to access the engine that did not involve removing the bolt in questionThree other mechanics would be interested in reviewing this information because they say it is not possibleThe mechanic at [redacted] showed us the bolt and it was destroyedThere was no way to be able to identify any tool marks because the bolt was sheared off and part of it was missingSince the bolt was destroyed then Berge Ford cannot use it as their "evidence" that they did not touch the boltWe continue to believe that the action of Berge Ford contributed to the total failure of our vehicle's engineIt is not logical that a year old car that had routine oil changes and maintenance would have a catastrophic failure of an engineThe logical conclusion is that the work completed on the engine by Berge Ford contributed to this failure that then led to the complete failure requiring the engine to be replaced

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I appreciate that Berge Ford put in a new transmission for meA $"goodwill" gesture is absolutely ridiculous!! On the invoice it says that it was "warranty" workIn their response, it says that the vehicle was not under warranty, which is true, My vehicle is years old True, it has mileage on it but was running fine before flush I did not go to a "transmission" shop to have my vehicle looked at I went to a regular garage and he is the one who looked at the Ford specifications for my vehicleand it CLEARLY states that you are to use a specific kind of transmission fluid for my vehicle They are telling you that they used a "universal" fluid because they do not want to admit their mistake..we are all human and mistakes are made There is no where in the specifications that say "universal" fluid can be used If that were the case, then ALL vehicles could use the same fluid [redacted] , Service Director, told me I would have a loaner vehicle which I did not He did not keep his word He also told me that they would pay for the diagnostic done by [redacted] garage They have notI spoke to the GM of Berge Ford, a Mr [redacted] , and he told me that they would reimburse for charges that incurred with this incident They have not I want the $dollars that I spent for my expenses getting this vehicle back to themThank you and have a nice day!! Regards, [redacted] ***

This is in response to ***againWe are sorry you feel the way you do but if you are worried about safety and the way that somebody does something, maybe you shouldn't have had a "fly by night" mobile mechanic mess your car up badlyWe have witnesses from [redacted] ***, also a reputable business, and mechanics at our shop who can attest to the whole storyWe are a very reputable business that we run hereIf you didn't like the service we performed, trying to help you in desperate need, then you shouldn't be taking your car to a professional mechanic shop, just keep having the mobile mechanic take care of you because there are a lot of professional auto shops out there that would not even touch your car the way that it came into our shop forSo shame on us for helping you out in a time of desperate need

Thank you for bringing the customer’s concerns to us. We contacted the customer immediately upon receiving her complaint. Our Sales Manager, [redacted] spoke to the customer about her vehicle payments and explained that we do not refinance as we are not a bank. The customer stated that she is... going to make her payments to the original finance company. On Saturday, April 22, Mr. [redacted] again spoke to the customer and arranged for her to come in on Monday, April 24th. When she did not come in, on Wednesday, August 26, Mr. [redacted] called the customer back and left a message stating that both he and General Manager [redacted] would be in the store on Thursday. We had not heard anything back from the customer and she did not come in on Thursday. Please have her call [redacted] at 708-***- [redacted] should she wish to discuss this matter further.

[redacted] Revdex.com # [redacted] Customer [redacted] brought his Ford Expedition to our Service Department on 5/10/The vehicle at that time had 134,miles on itWe performed an oil change service, and per the customer’s specific request, replaced his spark plugsThe vehicle also needed a cylinder #ignition coil and bootThe customer authorized the repairs and appropriate charges for all of the work.On 5/27/2017, the customer returned to our Service Department indicating that the vehicle had an oil leakThe vehicle then had 136,miles on itWe checked the vehicle and determined that the transmission was leaking, completely unrelated to the engine oil change we had performed on the 5/visitThe customer also indicated verbally at that time that he thought he had an engine misfireOur service advisor indicated that there would be a diagnosis fee to determine what the cause of the misfire would be, but also indicated that our work completed on 5/has a two year, unlimited mileage parts and labor warranty, in the remote case that one of the parts we installed on that visit would have been prematurely defective, and if that was the case, no diagnostic fee would applyThe customer declined to have the misfire diagnosedThere was no charge on this visit to inform him of the transmission oil leakWe have not seen or inspected this vehicle since this date (5/27/2017)

when I brought my car to berge on the 8th I told them I knew my engine light was on and I knew whyTold them I was bringing because it told me TRANSMISSION WAS OVERHEATING TO PULL OVER SAFELY. ALL THIS WAS STATED

Thank you for bringing the customer's concerns to usWe replaced the customer's radiator under warrantyThe car is fixed and no other problems existThe customer was satisfied when she picked up her vehicle

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Unfortunately I have to decline the offer for a partial repair because I feel that it is unsatisfactory to resolve the issueEverything in my car was working properly before entering the dealershipAfter we were unable to finalize the purchase of a vehicleI left and as I approached my vehicle, all four windows were partially left downI entered my vehicle, rolled up all my windows, and found my cell phone holder that attaches to the window on ther driver side left on my passenger seatMr*** himself advised that he started the evaluation and removed my cell phone holder to evaluate the window and moved the cell phone holder to my dashSince I found it on the passenger seat, im assuming multiple people were working on my vehicleIsnt it standard operating procedure when evaluating a trade in to make sure all windows are working properly anyway? I understand that you drive my vehicle a short distance and from my understanding, you take it in the back to be looked at by a certified mechanicAs a business, I understand you have a camera throughout the dealership for asset protection, I would appreciate the dealership evaluating the video and providing a copy to me from July 6th to verify that no windows were rolled down in the evaluation processI am requesting that if the windows were rolled down, the dealership takes care of 100% of the repairsIf it clearly shows that in the evaluation of my vehicle from start to finish including test drive that my windows not rolled down, I will withdraw the claim
Regards,
*** ***

Thank you for bringing the customer’s concerns to usOur Service Director, *** ***, contacted the customer and she is bringing in her vehicle tomorrowWe will make sure that her vehicle is repaired to her satisfaction and trust that her issue will be resolved after it has been serviced

Thank you for bringing the customer's complaint to usWe have reached out to the customer and are going to refund the money she has requestedWe trust this resolves any outstanding issues she may have