[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] Yes sir's We will be there around 1pm to drop off the loaner and pick up our truckPlease understand that this is not aimed at Mr[redacted] or Mr [redacted] or anyone else .Unfortunately this has all came to a boil cause of the work of the repair personal Our only option too have the repairs done had too go threw the dealership which was beyond our control Thank you all for resolving this matter
I attempted to reach you by phone and respond to your email with no response Our team made the best attempt possible to secure the best financing options for you, as you state it ultimately turned out better to go with the Credit Union When purchasing a car the inquiries on the same day are treated as one inquiry We do appreciate your business and would welcome further discussion on this matter My Direct line is [redacted] , General Manager, Rivertown Ford
Mr [redacted] request for resolution was as follows: Fully inspect the leak in the roof and around the window frameHave it tested for mold and produce a certificate showing the resultsRepair the leak ASAP before the problems get worse We were successful in getting the appropriate maintenance personnel to Mr [redacted] unit This was in process prior to the complaint that was filed with the Revdex.com, but was not consistent with the timeline that Mr [redacted] believed to be appropriate The leak has been corrected, and as such any potential for bacterial growth has been eliminated At this moment we are unable to provide a mold clearance as we have been waiting for significant rain to determine if the leak will reappear Recent rains, including rain from last week did not result in a leak (at least not that we have been notified of by Mr***), and as such we are approaching the Association’s Board of Directors for approval to engage a vendor to test for mold
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
I will be glad to research this for you My name nad number is on the back of every business card for every employee I am so sorry that you have has issues in the past - we ahve significantly improved our team since you last vist I will reach out to you after I have researched your situtation Thank you very much, [redacted] General Manager Rivertown Ford
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 belowI also work in the cus***er service business and know how important it is to keep stakeholders, customers and clients informed This is why I'm complaining about Helm's negligence I would very much like it to improve – especially if they continue to manage our HOA I think I’ve been very patient with our situation Timeline provided: *June – HOA President (not Helm) confirmed shipment of replacement solar panels She coordinated this, not Helm *July – received panels During the month of July, Helm tried to find another company to replace the panels *Aug – HOA meeting [redacted] said he couldn’t find another company to swap the existing panels and that [redacted] was the only one willing to do it My husband and I agreed that we just wanted the panels fixed and [redacted] would be fine After not hearing anything the entire month of August after the HOA meeting, my husband called [redacted] the first week of September inquiring about the repair *Sept – [redacted] emailed my husband to set up a time for repairs *Sept – [redacted] came out to replace some of the non-working panels I understand Helm wanted to do more research, but more than a month passed between our agreeing to go with [redacted] and Helm actually attempting to schedule the repair [redacted] didn’t have enough panels to replace all the bad ones on our house, so Helm worked to get more They did and, because we were unavailable, they repaired the other houses that were having similar issues We tried to coordinate to have our house completed, but Helm wasn’t responsive to our inquiries *Oct – next HOA meeting When we still didn’t have a helpful response, we asked the board at the HOA meeting to pay 1/of our electric bill (July-Sept) that would have been covered by our solar panels [redacted] said that was a “reasonable request” in front of all the board members After [redacted] said it would require an Executive Meeting, the HOA President dismissed the request At this meeting, another homeowner couple complained about Helm’s customer service – particularly Helm’s not returning phone calls *Nov – solar panel replacement finally completed Scheduling frustrations previously stated in initial complaints *Dec – latest HOA meeting We received no notification about the board having held an Executive Meeting, so we asked at the HOA meeting Apparently, they held one when my husband couldn’t make a separate board meeting (Nov 19) and didn’t feel it was important to notify us I would like official notification of which board members attended and actually voted [redacted] also said they inquired with an attorney and could draft a letter stating what was discussed and the reasoning the lawyer provided I would still like the offered letter from the attorney and a formal notice from the board that sufficient members attended the Executive Meeting and voted I do not thing an “oh-by-the-way” at an HOA meeting is appropriate If homeowners present something of this nature to the board, and the matter isn’t addressed at the meeting, then they should receive the courtesy of timely results They should receive notice of results Given that Helm’s initial response to my initial complaint held so many inaccuracies regarding dates and services proves the point of poor customer service They do not appear to properly take notes at meetings Nor do they appear to have their records in order I have emails from them backing all these dates Helm also has a discrepancy with their voicemail that they need to address The business cards they hand out don’t have the personal phone extensions listed Personal extensions only appear in the signature lines of their emails If you call and don’t know the person’s extension, your voicemail goes to a general voicemail that no one checks Calls are not returned This has been part of the scheduling frustration They scheduled repairs for the day I had surgery and we left several messages [redacted] didn’t receive I doubt we’re the only ones We’ve been very patient with Helm We’ve exhausted all other means to address these concerns Regards, [redacted]
After researching it seems my team has been in contact with you already. Your Finance Manager [redacted] and I will council Your salesperson. We thank you for your business
Even though you did not do business with us on your transaction, we believe in doing the right thing [redacted] has been repremanded and as a good will gesture will be contacting ou to get your info so we can get a check out to you Thanks, [redacted] General Manager Rivertown Ford
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 belowPoor customer service and poor communication are valid complaints against a business and those are the heart of my complaints with Helm Management Co, not the HOA I had to repeatedly request updates for maintenance Not all of my emails were answered For a long-term, ongoing, sizable maintenance situation like this, good customer service would involve Helm contacting me with updates, not my having to pester them on a weekly/monthly basis The history of the solar panel problem is irrelevant to this complaint Every home in the community, units, still has these solar panels installed The initial replacement panels were delivered to our house early July and sat in our garage until September 16, when they were installed two and a half months later [redacted] realized they didn’t have enough replacement panels, so Helm got more Helm’s statement that the initial repair took place in October is incorrect I have email confirmation from Helm scheduling the first repair In order to schedule the first repair, we voiced receipt of the panels via email to the HOA President early July and again at the August HOA meeting We followed up with phone calls and finally got a follow up email from [redacted] September After another email to her on Sept 6, she replied Sept to schedule repairs for Sept While our HOA President is reluctant to hold a property management company accountable for their actions or inactions, that’s an issue for the next HOA meeting and not part of this complaint I understand she wants to support Helm since she recommended them and arranged that they become the property managers for our community While [redacted] fraudulently charged the HOA for the first visit one year ago (when they didn’t do what they claimed they would), that’s a problem we voiced with the HOA, who still paid for services not performed This complaint is not about ***, but Helm’s slow response to schedule repairs and keep us informed We advised Helm of the [redacted] issues, but just wanted our panels fixed and agreed to go with [redacted] since they were the only company willing to perform the repair The decision to go with [redacted] was made far earlier than October, when we got the first batch of replacement panels, which the HOA President coordinated, not Helm We never cancelled the morning of an appointment with *** That statement is untrue Once, [redacted] showed up unscheduled when they broke corner tiles on our roof during the initial repair and weren’t forthcoming about it They wanted to fix them without anyone knowing [redacted] and I were asked at the last two board meetings (Aug 5, Oct 14) when we had availability and our responses were always Friday afternoons, given that we both work full time [redacted] specifically asked October 14, at the end of the last board meeting, in front of all the board members, including the HOA President, when [redacted] was available, and [redacted] replied “Friday afternoons.” Helm doesn’t seem to check their voicemail regularly, nor return calls Two homeowners came to the last meeting to complain specifically about Helm not returning correspondence This is why we notified them a week ahead of time when we had two whole weeks wide open for scheduling During this time, I emailed [redacted] almost every day for an update and received three vague replies that she “would have to check with ***.” Again, they don’t seem to communicate well and cus***er service was very poor regarding this matter At one point during the second week, after inquiring with ***, I received a reply indicating he didn’t know if they were going to fix the panels or not, which came as a surprise to my husband and I I do not trust Helm with access to my house when I’m not home when they can’t provide a courtesy follow up without several inquiries from me The light between the garages of [redacted] and [redacted] is still tagged with a bright orange streamer and hasn’t worked for the past three months It was tagged during the Sept panel installation I have been attending the meetings for the past year as a result of the solar panel problem and community nuisance that wasn’t part of this complaint Hardly any information has been released about the lawsuit and that’s been a completely separate issue from getting our panels fixed The lawsuit does not pertain to this complaint at all The board did not make a decision regarding the reimbursement They discussed having an Executive Meeting, but that did not take place The HOA President dismissed it and it was not discussed If an Executive Meeting took place, we should have been notified of the result We have received no notification Again, that’s a complaint for the next HOA meeting, not a complaint against Helm Helm has made another statement regarding the Executive Meeting Poor customer service warrants a complaint to the Revdex.com when reasonable attempts for resolution are ineffective Perhaps Helm Management and [redacted] need to re-read my initial complaint Their efforts to dismiss this complaint emphasize their lack of professionalism Regards, [redacted]
Mr. [redacted] told me I had 72 hrs to bring the car back. As I said in my 1st statement he even told me to bring it... back by Friday because he was off Thursday...I talked to Mr. [redacted] and he denied he told me that.. I do not have anything in writing. I relied on the so-called integrity of the sales person and the dealership. That was my 1st mistake! I do not want to give up this opportunity to let seniors and other potential customers to be aware of the deceitful practices of this dealership! What do I do next?
The truck was purchased as a Used vehicle with the remainder of Factory warranty. It does not qualify for a lemon law because it was purchased as a Used vehicle. Any authorized Ford dealership can do the warranty work on the vehicle. It was here twice for a similar problem and
while our certified technician did contact Ford and did replace the parts recommended by them, it did not solve the issue. The other dealer - where the truck is now - did similar repairs which also did not solve the issue. It is my understanding that there are more parts - and a different repair in process that should solve the issue. If it does not, we will have more to discuss, and will do everything in our Power with Ford Engineering to ensure your factory warranty repair is done correctly
The issue has been resolved. The tow company that damaged teh vehicle is taking care of the majority of the repair bill. Rivertown Ford is helping with the rest of the repair. Thank you
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.[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
I have had a chance to reasearch this and have some information and options. Have left a message for *** - awaiting his call
Thank you
*** ***
General Manager
Rivertown Ford
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 belowI was never given financing options through your teamI was told that I was approved but I was never shown any paperworkSo, I decided to go through my bank for financing
Lastly, I specifically stated to only send my information to two banks, with a message by signature on my applicationI understand that your team was trying to find the best financing option but if they couldn't find a lender through the first two banks; then I should have been asked would I like my information to be sent to other banks[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
After reviewing the repair order history, we feel that because the recall was done in the past (at 50k miles) that we can seek reimbursement from Ford as part of a parts warrantyThere is some ambiguity on the parts warranty because it was installed on a recall, we feel we can get Ford to
agree and honor a parts warrantyWe will take that responsibility upon ourselves. We agree that you should not have been charged for the door latch and will promptly refund that money.
** *** has instructions and the documentation to initiate a check request today
Thank you for bringing this to my attention
We would like to investigate the brake issue further, as without a repair order to determine what else needed to be done to the brakes it is impossible to know if the repairs are related. As for the Ignition Coils, you state that the prior service manager recommended replacement of all of
them. We only recommend replacement when they are proven to be faulty in a effort to save our customers money and not have to pay for unneeded work. If you were prepare to replace all of them, there is no reason to reimburse for the ones that actually failed. On vehicles of this age, coils can fail at any time. We certainly apologize for any inconvenience and if there is a Repair Order you could supply on the brakes we will be glad to take a look and see if there is a remedy for you on that repair
The Repairs requested to the Truck are complete. We have heard back from Ford as we have been working on your behalf. A Representative from Ford is attempting to contact you to bring resolution to this matterWe have gotten approval for you on the monthly payment and the Maintenance plan to get covered for you. Upon you picking up your truck and completing you call with the Ford Rep this will be taken care ofWhat time should we expect you to return the Truck Rivertown Ford has provided out of courtesy and pick up the truck you purchased?
Thank you for the opportunity to serve you
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] Yes sir's We will be there around 1pm to drop off the loaner and pick up our truckPlease understand that this is not aimed at Mr[redacted] or Mr [redacted] or anyone else .Unfortunately this has all came to a boil cause of the work of the repair personal Our only option too have the repairs done had too go threw the dealership which was beyond our control Thank you all for resolving this matter
I attempted to reach you by phone and respond to your email with no response Our team made the best attempt possible to secure the best financing options for you, as you state it ultimately turned out better to go with the Credit Union When purchasing a car the inquiries on the same day are treated as one inquiry We do appreciate your business and would welcome further discussion on this matter My Direct line is [redacted] , General Manager, Rivertown Ford
Mr [redacted] request for resolution was as follows: Fully inspect the leak in the roof and around the window frameHave it tested for mold and produce a certificate showing the resultsRepair the leak ASAP before the problems get worse We were successful in getting the appropriate maintenance personnel to Mr [redacted] unit This was in process prior to the complaint that was filed with the Revdex.com, but was not consistent with the timeline that Mr [redacted] believed to be appropriate The leak has been corrected, and as such any potential for bacterial growth has been eliminated At this moment we are unable to provide a mold clearance as we have been waiting for significant rain to determine if the leak will reappear Recent rains, including rain from last week did not result in a leak (at least not that we have been notified of by Mr***), and as such we are approaching the Association’s Board of Directors for approval to engage a vendor to test for mold
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
I will be glad to research this for you My name nad number is on the back of every business card for every employee I am so sorry that you have has issues in the past - we ahve significantly improved our team since you last vist I will reach out to you after I have researched your situtation Thank you very much, [redacted] General Manager Rivertown Ford
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 belowI also work in the cus***er service business and know how important it is to keep stakeholders, customers and clients informed This is why I'm complaining about Helm's negligence I would very much like it to improve – especially if they continue to manage our HOA I think I’ve been very patient with our situation Timeline provided: *June – HOA President (not Helm) confirmed shipment of replacement solar panels She coordinated this, not Helm *July – received panels During the month of July, Helm tried to find another company to replace the panels *Aug – HOA meeting [redacted] said he couldn’t find another company to swap the existing panels and that [redacted] was the only one willing to do it My husband and I agreed that we just wanted the panels fixed and [redacted] would be fine After not hearing anything the entire month of August after the HOA meeting, my husband called [redacted] the first week of September inquiring about the repair *Sept – [redacted] emailed my husband to set up a time for repairs *Sept – [redacted] came out to replace some of the non-working panels I understand Helm wanted to do more research, but more than a month passed between our agreeing to go with [redacted] and Helm actually attempting to schedule the repair [redacted] didn’t have enough panels to replace all the bad ones on our house, so Helm worked to get more They did and, because we were unavailable, they repaired the other houses that were having similar issues We tried to coordinate to have our house completed, but Helm wasn’t responsive to our inquiries *Oct – next HOA meeting When we still didn’t have a helpful response, we asked the board at the HOA meeting to pay 1/of our electric bill (July-Sept) that would have been covered by our solar panels [redacted] said that was a “reasonable request” in front of all the board members After [redacted] said it would require an Executive Meeting, the HOA President dismissed the request At this meeting, another homeowner couple complained about Helm’s customer service – particularly Helm’s not returning phone calls *Nov – solar panel replacement finally completed Scheduling frustrations previously stated in initial complaints *Dec – latest HOA meeting We received no notification about the board having held an Executive Meeting, so we asked at the HOA meeting Apparently, they held one when my husband couldn’t make a separate board meeting (Nov 19) and didn’t feel it was important to notify us I would like official notification of which board members attended and actually voted [redacted] also said they inquired with an attorney and could draft a letter stating what was discussed and the reasoning the lawyer provided I would still like the offered letter from the attorney and a formal notice from the board that sufficient members attended the Executive Meeting and voted I do not thing an “oh-by-the-way” at an HOA meeting is appropriate If homeowners present something of this nature to the board, and the matter isn’t addressed at the meeting, then they should receive the courtesy of timely results They should receive notice of results Given that Helm’s initial response to my initial complaint held so many inaccuracies regarding dates and services proves the point of poor customer service They do not appear to properly take notes at meetings Nor do they appear to have their records in order I have emails from them backing all these dates Helm also has a discrepancy with their voicemail that they need to address The business cards they hand out don’t have the personal phone extensions listed Personal extensions only appear in the signature lines of their emails If you call and don’t know the person’s extension, your voicemail goes to a general voicemail that no one checks Calls are not returned This has been part of the scheduling frustration They scheduled repairs for the day I had surgery and we left several messages [redacted] didn’t receive I doubt we’re the only ones We’ve been very patient with Helm We’ve exhausted all other means to address these concerns Regards, [redacted]
After researching it seems my team has been in contact with you already. Your Finance Manager [redacted] and I will council Your salesperson. We thank you for your business
Check is in the mail - I have confirmation it is being cut today afer we finally got the correct information to our corporate office
Even though you did not do business with us on your transaction, we believe in doing the right thing [redacted] has been repremanded and as a good will gesture will be contacting ou to get your info so we can get a check out to you Thanks, [redacted] General Manager Rivertown Ford
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 belowPoor customer service and poor communication are valid complaints against a business and those are the heart of my complaints with Helm Management Co, not the HOA I had to repeatedly request updates for maintenance Not all of my emails were answered For a long-term, ongoing, sizable maintenance situation like this, good customer service would involve Helm contacting me with updates, not my having to pester them on a weekly/monthly basis The history of the solar panel problem is irrelevant to this complaint Every home in the community, units, still has these solar panels installed The initial replacement panels were delivered to our house early July and sat in our garage until September 16, when they were installed two and a half months later [redacted] realized they didn’t have enough replacement panels, so Helm got more Helm’s statement that the initial repair took place in October is incorrect I have email confirmation from Helm scheduling the first repair In order to schedule the first repair, we voiced receipt of the panels via email to the HOA President early July and again at the August HOA meeting We followed up with phone calls and finally got a follow up email from [redacted] September After another email to her on Sept 6, she replied Sept to schedule repairs for Sept While our HOA President is reluctant to hold a property management company accountable for their actions or inactions, that’s an issue for the next HOA meeting and not part of this complaint I understand she wants to support Helm since she recommended them and arranged that they become the property managers for our community While [redacted] fraudulently charged the HOA for the first visit one year ago (when they didn’t do what they claimed they would), that’s a problem we voiced with the HOA, who still paid for services not performed This complaint is not about ***, but Helm’s slow response to schedule repairs and keep us informed We advised Helm of the [redacted] issues, but just wanted our panels fixed and agreed to go with [redacted] since they were the only company willing to perform the repair The decision to go with [redacted] was made far earlier than October, when we got the first batch of replacement panels, which the HOA President coordinated, not Helm We never cancelled the morning of an appointment with *** That statement is untrue Once, [redacted] showed up unscheduled when they broke corner tiles on our roof during the initial repair and weren’t forthcoming about it They wanted to fix them without anyone knowing [redacted] and I were asked at the last two board meetings (Aug 5, Oct 14) when we had availability and our responses were always Friday afternoons, given that we both work full time [redacted] specifically asked October 14, at the end of the last board meeting, in front of all the board members, including the HOA President, when [redacted] was available, and [redacted] replied “Friday afternoons.” Helm doesn’t seem to check their voicemail regularly, nor return calls Two homeowners came to the last meeting to complain specifically about Helm not returning correspondence This is why we notified them a week ahead of time when we had two whole weeks wide open for scheduling During this time, I emailed [redacted] almost every day for an update and received three vague replies that she “would have to check with ***.” Again, they don’t seem to communicate well and cus***er service was very poor regarding this matter At one point during the second week, after inquiring with ***, I received a reply indicating he didn’t know if they were going to fix the panels or not, which came as a surprise to my husband and I I do not trust Helm with access to my house when I’m not home when they can’t provide a courtesy follow up without several inquiries from me The light between the garages of [redacted] and [redacted] is still tagged with a bright orange streamer and hasn’t worked for the past three months It was tagged during the Sept panel installation I have been attending the meetings for the past year as a result of the solar panel problem and community nuisance that wasn’t part of this complaint Hardly any information has been released about the lawsuit and that’s been a completely separate issue from getting our panels fixed The lawsuit does not pertain to this complaint at all The board did not make a decision regarding the reimbursement They discussed having an Executive Meeting, but that did not take place The HOA President dismissed it and it was not discussed If an Executive Meeting took place, we should have been notified of the result We have received no notification Again, that’s a complaint for the next HOA meeting, not a complaint against Helm Helm has made another statement regarding the Executive Meeting Poor customer service warrants a complaint to the Revdex.com when reasonable attempts for resolution are ineffective Perhaps Helm Management and [redacted] need to re-read my initial complaint Their efforts to dismiss this complaint emphasize their lack of professionalism Regards, [redacted]
Mr. [redacted] told me I had 72 hrs to bring the car back. As I said in my 1st statement he even told me to bring it... back by Friday because he was off Thursday...I talked to Mr. [redacted] and he denied he told me that.. I do not have anything in writing. I relied on the so-called integrity of the sales person and the dealership. That was my 1st mistake! I do not want to give up this opportunity to let seniors and other potential customers to be aware of the deceitful practices of this dealership! What do I do next?
The truck was purchased as a Used vehicle with the remainder of Factory warranty. It does not qualify for a lemon law because it was purchased as a Used vehicle. Any authorized Ford dealership can do the warranty work on the vehicle. It was here twice for a similar problem and
while our certified technician did contact Ford and did replace the parts recommended by them, it did not solve the issue. The other dealer - where the truck is now - did similar repairs which also did not solve the issue. It is my understanding that there are more parts - and a different repair in process that should solve the issue. If it does not, we will have more to discuss, and will do everything in our Power with Ford Engineering to ensure your factory warranty repair is done correctly
The issue has been resolved. The tow company that damaged teh vehicle is taking care of the majority of the repair bill. Rivertown Ford is helping with the rest of the repair. Thank you
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.[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
I have had a chance to reasearch this and have some information and options. Have left a message for *** - awaiting his call
Thank you
*** ***
General Manager
Rivertown Ford
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 belowI was never given financing options through your teamI was told that I was approved but I was never shown any paperworkSo, I decided to go through my bank for financing
Lastly, I specifically stated to only send my information to two banks, with a message by signature on my applicationI understand that your team was trying to find the best financing option but if they couldn't find a lender through the first two banks; then I should have been asked would I like my information to be sent to other banks[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Our service manager has goten in volved - the parts are in and he is attempting to contact you so we may resolve your issue
Thank you,
*** ***
After reviewing the repair order history, we feel that because the recall was done in the past (at 50k miles) that we can seek reimbursement from Ford as part of a parts warrantyThere is some ambiguity on the parts warranty because it was installed on a recall, we feel we can get Ford to
agree and honor a parts warrantyWe will take that responsibility upon ourselves. We agree that you should not have been charged for the door latch and will promptly refund that money.
** *** has instructions and the documentation to initiate a check request today
Thank you for bringing this to my attention
We would like to investigate the brake issue further, as without a repair order to determine what else needed to be done to the brakes it is impossible to know if the repairs are related. As for the Ignition Coils, you state that the prior service manager recommended replacement of all of
them. We only recommend replacement when they are proven to be faulty in a effort to save our customers money and not have to pay for unneeded work. If you were prepare to replace all of them, there is no reason to reimburse for the ones that actually failed. On vehicles of this age, coils can fail at any time. We certainly apologize for any inconvenience and if there is a Repair Order you could supply on the brakes we will be glad to take a look and see if there is a remedy for you on that repair
The Repairs requested to the Truck are complete. We have heard back from Ford as we have been working on your behalf. A Representative from Ford is attempting to contact you to bring resolution to this matterWe have gotten approval for you on the monthly payment and the Maintenance plan to get covered for you. Upon you picking up your truck and completing you call with the Ford Rep this will be taken care ofWhat time should we expect you to return the Truck Rivertown Ford has provided out of courtesy and pick up the truck you purchased?
Thank you for the opportunity to serve you