Thoroughbred Ford Inc.

Tell us why her Revdex.com of Greater Kansas CityAttention: *** ***Ward Parkway, Suite 401Kansas City, MO 64114 Re: ID *** We apologize for the misunderstanding regarding our appointment scheduling systemEnclosed is a print out of the
screen the customer sees online when scheduling an appointmentWe have circled the area that states, “Price is subject to change and does not include tax and miscellaneous chargesContact Service Advisor for details.” Our process is for customers to discuss services and pricing with a service advisor, who gives them a precise cost estimate for services where the cost can vary greatly based on the customer’s vehicle We will refund this customer the $and update our website based on this complaintWe have also discussed the situation with our management team. Sincerely, *** *** e

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Revdex.com of Greater Kansas City8080 Ward Parkway, Suite 401Kansas City, MO 64114  Dear [redacted],  We deeply regret that the customer is dissatisfied with the 2013 Ford Fiesta he purchased. When the customer brought the vehicle to our service department, we repaired one wheel...

despite our belief that the wheel was not damaged at the time of purchase. On his subsequent visit, we replaced the other wheel and three of the tires at our cost in order to satisfy the customer. When our employees drove and examined the vehicle in person, they determined that the vehicle was operating within the specifications provided by the manufacturer for that specific vehicle. Our technicians have many years of combined experience as well as manufacturer training. We suggested that the customer visit another dealership because we felt that we had done everything possible to help the customer. Sincerely,  [redacted]

Re: RevDex.com Complaint (ID [redacted])
We are very sorry that your February 6, visit to our
Service Department did not meet your expectationsWe do charge a $fee for
the diagnosis of customer vehiclesThe diagnosis of an issue with a motor
vehicle is a vital step towards repairing the vehicleOur technicians are
highly skilled and trained to be able to provide diagnostic services, and we
have equipment and machinery designed to provide accurate diagnostic
information to customersWe believe that this is a valuable service to our customers
and therefore, we do charge for diagnosis
The quote for the work that we provided included all Ford
parts, with the work being performed by factory trained techniciansWe stand
behind the diagnosis and the estimate we provided to this customerWhen the
customer contacted us about the repair that he had performed, we explained that
it was not a direct comparison to the estimate that we providedOur estimate
had only Ford parts, which have an additional warrantyOur estimate also
included some repairs that the customer did not have performedThe additional
items were recommended because in the opinion of our technicians, the vehicle
needed those items as well

After speaking with the customer about this, we decided to complete the repair at no charge to the customer.

We deeply regret that we have not been able to meet this customer's expectations, but we also believe that we have done everything we could do. When the vehicle was in our service department, it tested within Ford's parameters. We did charge the customer for the hub and wheel because it was bent rather than defective, and therefore did not qualify for a warranty repair. When the vehicle was here, after repairs it performed similar to other 2013 Ford Fiestas. Although we did everything possible, we were not able to meet the customer's expectations, which was why we suggested that the customer take the vehicle to a different Ford dealer. Although the customer purchased the car from us, any Ford dealership can make warranty claims should the vehicle fall outside of Ford specifications in a way that is covered by the warranty.

[redacted]7:26 PM (15 hours ago)tomeComplaint Thoroughbred FordOn Saturday February 6, 2016 I pulled into Thoroughbred Ford as my Check engine light came on and engine was running rough. I knew it was a spark plug, but book said to have it checked out immediately. Told them was in a hurry they said...

fine, waited 20 minutes before anyone pull pickup into stall. Sat for another 15 minutes with hood down Finally a guy raised hood worked 10 minutes and was done. Waited another 30 minutes, finally went to talk to service advisor he went into an office came out and said it would be $920 to fix it. I knew right the Thoroughbred was trying to scam me.  went back with the advisor and said show me. Got back there and no one could show me. I said pull my pickup out of here Im leaving. hey said they never let customers back in the work area. I know why because they want people who don't know to just take their word for it which turns out to be overcharging for parts and labor which they don't need, Then they wanted $120.00 for telling me what was wrong with it. I already knew what was wrong with it. Then, what they told m needed, I didn't need. This is FRAUD.  OSullivan told me they would have called the police if I left or attempted to leave. This is scare tactics and extortion. They would rather send someone back out on the road with a crippled car if they wont pay their astronomical service fees. I took it to an HONEST mechanic and it costs $260.75 to fix and runs great and DID NOT REQUIRE all the parts and labor Thoroughbred said it did. Thoroughbred tried to OVERCHARGE me $659.25. This needs to be stopped and I want my $120.00 back they extorted from me!

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Complaint: [redacted]
I am rejecting this response because:[redacted] vs Ford Motor Corporation Vibration in steering and throughout the car dates, repairs made in greater detail.     10-26-2016    Replaced wheel                 part #[redacted]     11-03-2016    Replaced hub asy              part #[redacted]    I paid $150.00 (this repair should be covered under Ford Motor Company factory warranty but they made me pay for it)     11-15-2016    Replaced 3 tires      11-15-2016    Replaced another wheel      part #[redacted]     12-06-2016    Vibration verified and still present  Transmission shifting hard and clattering at low speeds      10-26-2016    Shudder was verified and readings were sent to Ford  Part #[redacted] and [redacted]     11-22-2016    Shudder was verified and readings were sent to Ford  Part #[redacted]     12-06-2016    Shudder was verified replaced Clutch Part #[redacted]        After my last visit on 11-22-2016 I called [redacted] the service manager at Thoroughbred Ford and informed him that both the steering wheel vibration and the transmission shutter/clunking are still present and feel the same as I first got the car.  I was told by the service managed [redacted] that I should seek another dealership for repairs, one that might have a more experienced technician.   I have also contacted Ford Motor Company to report this issue.  They have refused to buy back this vehicle.  They have not helped me in any way.  I have spent many hours trying to have these two business's help find a solution.  At one time I went to the sales department and asked if there was a way to get me into a different car.  Their offer was to buy my car back for $6000.00 ($5,297.45 less than what I had just bought the car for) and sell me a New Focus for $19,800.00 (a focus that was located in Omaha....I found it and called the dealer....They would sell me the same car for $16,600.00).  I was very offended by this offer and kindly declined.  I feel like I have given them every opportunity to make this right and I keep getting thrown out even though my concerns have been verified.   On 12-06-2016 I took the Ford Fiesta to [redacted] Ford.  They verified both concerns.  They replace the transmissions clutch and this solved the transmission shudder but the vibration throughout that car hat highway speeds is still present.   I feel that Thoroughbred Ford refused to perform, the replacement of clutch on my car.  It was an inconvenience for me, to be forced to take my car to a different dealer to get this transmission problem fixed.  When the tech. at [redacted] test drove the car he stated, “That is the worst clutch failure he has been witness to.”  It was very obvious that there was a major transmission problem and I was repeatedly told that the transmission was performing normally.   The car still has a vibration at highway speeds.  I would like Thoroughbred Ford to repair the car that they have sold me or refund me my money.  I don’t feel that I should have to keep taking my car to other dealers to fix a car they sold me.   
Regards,
[redacted]