Complaint: [redacted] I am rejecting this response because:After I sent my complaint into Revdex.com, and Power Ford responded, I stopped receiving calls from (what seems as) 3rd party warranty sales peopleAt this time I consider this a good thing but also it is suspicious to me that Power Ford's response implied they had nothing to do with the 3rd party callsI will consider this resolved after days have gone by with out being called by these 3rd party warranty sales peopleAlthough, if they start to call again after the days I will report back to the Revdex.com.I will not spend more of my time from your disregard of my privacy by gathering info for me to prove something unless I deem it absolutely necessary Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Date: December 11, To: Revdex.com Re: Complaint # [redacted] We apologizeWe are not trying to be insensitive to Ms [redacted] ' needsWe are here to help customersThe service advisor was doing his job by asking for a signature for diagnosisWhen a concern or problem occurs, even with a warranty, it is our policy to ensure that the checkout is authorized by the customerOccasionally concerns are present that are not warrantableWhen this occurs we must inform the customerI have checked to verify coverage on Ms [redacted] ' vehicleAll we show is power train coverage on the EscapeThe issue described seems more like an electrical problem, not the power trainWe can have one of our senior master technician's diagnose and evaluate the concern at no chargeIf a repair is not under warranty, we will need Ms [redacted] ' authorizationWe are willing to help with the concern once it is identifiedOn the issue with the tires, we were not aware of a concernWe see that we had replaced tires and Ms [redacted] ' paid for the other on 3/8/Tire wear is determined by many factors, but the most common is driving habitsWe would like to talk to Ms [redacted] about this when she comes in for her diagnosisAgain, we apologize for the lack of concern we showed last WednesdayOur service managers and I are present daily if a problem arisesIf we had known about this situation earlier we would have worked to resolve the complaintWe would like to win back Ms [redacted] as a customerAs the service director I will give this my full attentionTerry W [redacted] Fixed Operations Director Power Ford [redacted] [redacted]
Complaint: [redacted] I am rejecting this response because: The response from Mr W [redacted] has a couple of interesting points in that 1st he admits that they started to perform a download of software version from Ford, which I did not authorize, and "after initializing the procedure the system started to erase the information" of which he later states in his reply that there was "a firewall they could not penetrate"So that in itself contradicts one anotherSecondly, if they know they replace the PCM's for this issue, "all the time",as he admitted to me when we had talked, why was I not advised of the possibility of the failure and a cost given at that time? Lastly, when I was able to talk with him regarding my truck, he never offered to me " to replace part at cost with no labor" as he states or I may have taken that offerInstead the conversation was left that the now failed PCM was totally my responsibilityI now question in how many other people have had this same issue with this dealer, or if this is an issue that Ford Motor Company should be contacted on for a failure of their software being corrupted from factory mainframe or the PCM itself being inadequate? Once again I am stressing the fact that I never authorized for the software updates to be performed, and when I was advised of such was after the fact of my PCM being rendered inoperable.I would also ask the Revdex.com to direct this issue to the dealer principles for review and hopefully the Right thing can resolved Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
DATE: September 1st, TO: Revdex.com RE: [redacted] Complaint # [redacted] We received the rejection letter and we want to help Mr [redacted] 1st we can establish that the vehicle had a concern when it arrived at our Dealership with no check engine light present nor were there any codes present The very 1st process is to scan the system for codes and concerns If this does not show any concerns the next procedure is to determine if the vehicle needs an update and what the latest calibration isAll computers have updates periodically, some you can do and others a technician must perform We have many updates that are sent from Ford routinely to resolve issues that are found and can help improve various concernsWhen we diagnose any vehicle we never know what we are going to run intoWe have had many customers that install “aftermarket chips” and this can cause an issueMost of these are undetected by our scanners When we perform an update just as all computers must have for new software purposesWe can only work with a PCM that will allow the updateIf all updates have been performed it recognizes the latest software automatically PCM failures can occur for many reasons: corrosion, vibration, thermal stress and there are many others that I could list We are working on a Ford Fwith miles that also has an internal PCM issue and it was leading us in a different pathWe have many customers that have technical experience and occasionally they work on their own vehicles to try to repair and we sometimes do not know all of their diagnostic proceduresI do know that Mr [redacted] tried to replace his own plugs for the misfire and how did he come up with that repair unless someone had scanned the vehicleWe are only here to help resolve an issueWe do not point fingers at customer’s and their ability or where they have tried to resolve a vehicle issueWe are also not perfect and some concerns can happenWhen this occurs we explain to the customer that something occurred and we take care of itNo one is perfect Here is our proposal for Mr [redacted] We will replace the PCM (rebuilt from Ford) on the truck and if this resolves the initial concern as well and vehicle has no issues we will split the cost and labor with Mr [redacted] If this does not resolve the issue we will pay for the PCM 100% and once programed and codes read we will inform Mr [redacted] on the next repair procedureHe can opt to have us resolve or he can opt to take elsewhere Terry W [redacted] Parts and Service Director Powerford [redacted]
DATE: July 21, 2015TO: Revdex.comRE: *** ***Mr*** had his Mustang towed into Power Ford on Jan 30th, At the time *** *** (Service Advisor) had worked with Mr*** in trying to locate a motor to replace the one that was destroyed when the vehicle stalledMr
*** had resigned on April 7, and *** Vigil had assumed his customer and was working hard to find an engine for Mr***With ***'s help Power Ford had located an engine for the Mustang and Mr*** was contacted several timesOn April 30th, Service Management also had contacted Mr***, left a message that if he does not contact Power Ford that the vehicle will be turned over for processing and AbandonmentWe contacted one more time in May and on 6-01-paperwork was sent to our corporate office to begin the process of a lien on Mr*** Mustang.On July 8th, Mr*** had contacted the Power Ford Service Department and asked about his vehicle and we explained that we have tried numerous times to get in touch with him and he would not return our callsHe was told that the lien had been filed for the MustangI had talked to Mr*** and said I would work with him and that I would cut the price for the storage and fees in half and he would be charged $instead of the original $which includes towing charge, Diagnosis, storage for months, Filing fees and taxHe indicated that he did not feel it was fair of us to charge him storage, I explained that we tried numerous times to contact and he did not return our callsI also asked Mr*** why he did not contact anyone in the past months and he replied he thought they were still looking for an engineI apologized and stood by our offer to split the amount or we will continue with the lien.Our purpose is to satisfy the customer and we do not want to file abandonment liens on any vehicles because it costs the Dealership money and time and most of the time we are unable to obtain the fees we filedMost of the vehicles are sent for scrap. *** ***Parts and Service DirectorPower ford###-###-####*** Our response is attached.Thank you,*** ***Executive AssistantPower Ford###-###-####
Revdex.com:
This is the same offer I was made from *** over the phone and I had said that I was fine with paying towing, diagnostic, and even storage; though it was never expressed that I would need pay storage from the beginning Also, I did not plan on my car being there for as long as it was because I thought Ford would be able to take care of my car in a timely manner However, I did not agree that I should be liable for any lien fees because as I stated before I never received any phone calls or messages from anyone at Power Ford regarding my vehicle, NOT once.I am still very unhappy with the service, communication and overall result of taking my car to Power Ford I planned on using the $1,towards receiving a vehicle that is actually drive-able but instead it's all being used only to receive my vehicle back in the exact same condition I left it in when I first took it to Power Ford If I knew this was going to happen, I would have just kept it at home for free However, I agree to cut my losses because I just want to have my car back and be done with that dealership
I have reviewed the response made by the business in reference to complaint ID 10724737, and find that this resolution is satisfactory to me
Regards,
*** ***
DATE: June 20, TO: Revdex.com RE: *** *** Complaint #***
Thank you for your communication. We had removed you from our communications programs when you originally requested. I would like to hear a copy of a voicemail or possibly a phone number that you are receiving these calls from. What you are describing is not part of our follow up processes at Power Ford. We do not believe that what you are receiving is from Power Ford. If you are able to provide some of this information I’m suggesting, maybe we can help you locate the source of these calls Darin W*** Dealer Partner/General Manager Power Ford *** ###-###-####
Date: December 11, 2017 To: Revdex.com Re: Complaint #[redacted] We apologize. We are not trying to be insensitive to Ms. [redacted]' needs. We are here to help customers. The service advisor was doing his job by asking for a signature for diagnosis. When a...
concern or problem occurs, even with a warranty, it is our policy to ensure that the checkout is authorized by the customer. Occasionally concerns are present that are not warrantable. When this occurs we must inform the customer. I have checked to verify coverage on Ms. [redacted]' vehicle. All we show is power train coverage on the 2013 Escape. The issue described seems more like an electrical problem, not the power train. We can have one of our senior master technician's diagnose and evaluate the concern at no charge. If a repair is not under warranty, we will need Ms. [redacted]' authorization. We are willing to help with the concern once it is identified. On the issue with the tires, we were not aware of a concern. We see that we had replaced 2 tires and Ms. [redacted]' paid for the other 2 on 3/8/16. Tire wear is determined by many factors, but the most common is driving habits. We would like to talk to Ms. [redacted] about this when she comes in for her diagnosis. Again, we apologize for the lack of concern we showed last Wednesday. Our service managers and I are present daily if a problem arises. If we had known about this situation earlier we would have worked to resolve the complaint. We would like to win back Ms. [redacted] as a customer. As the service director I will give this my full attention. Terry W[redacted] Fixed Operations Director Power Ford [redacted]
DATE: September 1st,
2015
TO: Revdex.com
RE: [redacted]
Complaint #[redacted]
We
received the rejection letter and we want to help Mr. [redacted]. 1st
we can establish that the vehicle had a concern when it arrived at our
Dealership with no check engine light present nor were there any codes present.
The very 1st process is to scan the system for codes and concerns.
If this does not show any concerns the next procedure is to determine if the
vehicle needs an update and what the latest calibration is. All computers have
updates periodically, some you can do and others a technician must
perform. We have many updates that are
sent from Ford routinely to resolve issues that are found and can help improve various
concerns. When we diagnose any vehicle we never know what we are going to run
into. We have had many customers that install “aftermarket chips” and this can
cause an issue. Most of these are undetected by our scanners. When we perform an update just as all
computers must have for new software purposes. We can only work with a PCM that
will allow the update. If all updates have been performed it recognizes the
latest software automatically. PCM failures
can occur for many reasons: corrosion, vibration, thermal stress and there are
many others that I could list. We are
working on a 2015 Ford F250 with 543 miles that also has an internal PCM issue
and it was leading us in a different path. We have many customers that have
technical experience and occasionally they work on their own vehicles to try to
repair and we sometimes do not know all of their diagnostic procedures. I do
know that Mr. [redacted] tried to replace his own plugs for the misfire and how did
he come up with that repair unless someone had scanned the vehicle. We are only
here to help resolve an issue. We do not point fingers at customer’s and their
ability or where they have tried to resolve a vehicle issue. We are also not
perfect and some concerns can happen. When this occurs we explain to the
customer that something occurred and we take care of it. No one is
perfect.
Here
is our proposal for Mr. [redacted]. We will replace the PCM (rebuilt from Ford) on
the truck and if this resolves the initial concern as well and vehicle has no
issues we will split the cost and labor with Mr. [redacted]. If this does not
resolve the issue we will pay for the PCM 100% and once programed and codes
read we will inform Mr. [redacted] on the next repair procedure. He can opt to
have us resolve or he can opt to take elsewhere.
Terry W[redacted]
Parts and Service Director
Powerford
[redacted]
Complaint: [redacted]
I am rejecting this response because: The response from Mr W[redacted] has a couple of interesting points in that 1st he admits that they started to perform a download of software version from Ford, which I did not authorize, and "after initializing the procedure the system started to erase the information" of which he later states in his reply that there was "a firewall they could not penetrate". So that in itself contradicts one another. Secondly, if they know they replace the PCM's for this issue, "all the time",as he admitted to me when we had talked, why was I not advised of the possibility of the failure and a cost given at that time? Lastly, when I was able to talk with him regarding my truck, he never offered to me " to replace part at cost with no labor" as he states or I may have taken that offer. Instead the conversation was left that the now failed PCM was totally my responsibility. I now question in how many other people have had this same issue with this dealer, or if this is an issue that Ford Motor Company should be contacted on for a failure of their software being corrupted from factory mainframe or the PCM itself being inadequate? Once again I am stressing the fact that I never authorized for the software updates to be performed, and when I was advised of such was after the fact of my PCM being rendered inoperable.I would also ask the Revdex.com to direct this issue to the dealer principles for review and hopefully the Right thing can resolved.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
DATE: August 24, 2015
TO: Revdex.com
RE: [redacted]
Complaint #[redacted]
On
7-6-2015 Mr. [redacted] brought his 2010 Ford F150 with 129,390 miles to Power
Ford indicating that the vehicle stumbles, sputters and missing....
Service Advisor (Benjamin G[redacted]) asked
Mr. [redacted] if he had any check engine lights and Mr. [redacted] said no. We
received authorization from Mr. [redacted] to plug in our scanner to check the
vehicle and determine the concern. When Technician went through the diagnostic
process it did not reveal any codes and technician proceeded to download the
latest software version from Ford for the vehicle. After initializing the procedure
the system started to erase the information stored. Technician stopped the
programming and contacted Ford Hotline immediately. Ford Hotline indicated a
couple of ways to attempt to reprogram when this occurs. Technician did as
asked and vehicle still would not program. Ford was contacted again and
Technician was explained that if all the avenues were completed the PCM has an
internal fault and would need replaced. We contacted Mr. [redacted] and explained our
results to him and also that because of the initial concerns he had that the
PCM was already a concern and that these concerns would be rectified because of
the internal fault. We apologized and
that there was no way we can reinstall the software he had originally when he
came into service because the concern internally in the PCM and it basically
had a firewall we could not penetrate. All we can do is replace the failed part
as Ford specified. I extended a courtesy to Mr. [redacted] that we would replace
the PCM for the cost of the part only and no charge for labor. Unfortunately he
wasn’t accepting and he towed his vehicle from the Dealership. There was no charge to Mr. [redacted] for this
repair attempt.
Terry W[redacted]
Parts and Service Director
Powerford
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:After I sent my complaint into Revdex.com, and Power Ford responded, I stopped receiving calls from (what seems as) 3rd party warranty sales people. At this time I consider this a good thing but also it is suspicious to me that Power Ford's response implied they had nothing to do with the 3rd party calls. I will consider this resolved after 30 days have gone by with out being called by these 3rd party warranty sales people. Although, if they start to call again after the 30 days I will report back to the Revdex.com.I will not spend more of my time from your disregard of my privacy by gathering info for me to prove something unless I deem it absolutely necessary.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Our Parts & Service Director, Terry W [redacted] , was unaware of the concern We will replace the part Mr [redacted] has requested
Complaint: [redacted] I am rejecting this response because:After I sent my complaint into Revdex.com, and Power Ford responded, I stopped receiving calls from (what seems as) 3rd party warranty sales peopleAt this time I consider this a good thing but also it is suspicious to me that Power Ford's response implied they had nothing to do with the 3rd party callsI will consider this resolved after days have gone by with out being called by these 3rd party warranty sales peopleAlthough, if they start to call again after the days I will report back to the Revdex.com.I will not spend more of my time from your disregard of my privacy by gathering info for me to prove something unless I deem it absolutely necessary Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Date: December 11, To: Revdex.com Re: Complaint # [redacted] We apologizeWe are not trying to be insensitive to Ms [redacted] ' needsWe are here to help customersThe service advisor was doing his job by asking for a signature for diagnosisWhen a concern or problem occurs, even with a warranty, it is our policy to ensure that the checkout is authorized by the customerOccasionally concerns are present that are not warrantableWhen this occurs we must inform the customerI have checked to verify coverage on Ms [redacted] ' vehicleAll we show is power train coverage on the EscapeThe issue described seems more like an electrical problem, not the power trainWe can have one of our senior master technician's diagnose and evaluate the concern at no chargeIf a repair is not under warranty, we will need Ms [redacted] ' authorizationWe are willing to help with the concern once it is identifiedOn the issue with the tires, we were not aware of a concernWe see that we had replaced tires and Ms [redacted] ' paid for the other on 3/8/Tire wear is determined by many factors, but the most common is driving habitsWe would like to talk to Ms [redacted] about this when she comes in for her diagnosisAgain, we apologize for the lack of concern we showed last WednesdayOur service managers and I are present daily if a problem arisesIf we had known about this situation earlier we would have worked to resolve the complaintWe would like to win back Ms [redacted] as a customerAs the service director I will give this my full attentionTerry W [redacted] Fixed Operations Director Power Ford [redacted] [redacted]
Complaint: [redacted] I am rejecting this response because: The response from Mr W [redacted] has a couple of interesting points in that 1st he admits that they started to perform a download of software version from Ford, which I did not authorize, and "after initializing the procedure the system started to erase the information" of which he later states in his reply that there was "a firewall they could not penetrate"So that in itself contradicts one anotherSecondly, if they know they replace the PCM's for this issue, "all the time",as he admitted to me when we had talked, why was I not advised of the possibility of the failure and a cost given at that time? Lastly, when I was able to talk with him regarding my truck, he never offered to me " to replace part at cost with no labor" as he states or I may have taken that offerInstead the conversation was left that the now failed PCM was totally my responsibilityI now question in how many other people have had this same issue with this dealer, or if this is an issue that Ford Motor Company should be contacted on for a failure of their software being corrupted from factory mainframe or the PCM itself being inadequate? Once again I am stressing the fact that I never authorized for the software updates to be performed, and when I was advised of such was after the fact of my PCM being rendered inoperable.I would also ask the Revdex.com to direct this issue to the dealer principles for review and hopefully the Right thing can resolved Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
DATE: September 1st, TO: Revdex.com RE: [redacted] Complaint # [redacted] We received the rejection letter and we want to help Mr [redacted] 1st we can establish that the vehicle had a concern when it arrived at our Dealership with no check engine light present nor were there any codes present The very 1st process is to scan the system for codes and concerns If this does not show any concerns the next procedure is to determine if the vehicle needs an update and what the latest calibration isAll computers have updates periodically, some you can do and others a technician must perform We have many updates that are sent from Ford routinely to resolve issues that are found and can help improve various concernsWhen we diagnose any vehicle we never know what we are going to run intoWe have had many customers that install “aftermarket chips” and this can cause an issueMost of these are undetected by our scanners When we perform an update just as all computers must have for new software purposesWe can only work with a PCM that will allow the updateIf all updates have been performed it recognizes the latest software automatically PCM failures can occur for many reasons: corrosion, vibration, thermal stress and there are many others that I could list We are working on a Ford Fwith miles that also has an internal PCM issue and it was leading us in a different pathWe have many customers that have technical experience and occasionally they work on their own vehicles to try to repair and we sometimes do not know all of their diagnostic proceduresI do know that Mr [redacted] tried to replace his own plugs for the misfire and how did he come up with that repair unless someone had scanned the vehicleWe are only here to help resolve an issueWe do not point fingers at customer’s and their ability or where they have tried to resolve a vehicle issueWe are also not perfect and some concerns can happenWhen this occurs we explain to the customer that something occurred and we take care of itNo one is perfect Here is our proposal for Mr [redacted] We will replace the PCM (rebuilt from Ford) on the truck and if this resolves the initial concern as well and vehicle has no issues we will split the cost and labor with Mr [redacted] If this does not resolve the issue we will pay for the PCM 100% and once programed and codes read we will inform Mr [redacted] on the next repair procedureHe can opt to have us resolve or he can opt to take elsewhere Terry W [redacted] Parts and Service Director Powerford [redacted]
DATE: July 21, 2015TO: Revdex.comRE: *** ***Mr*** had his Mustang towed into Power Ford on Jan 30th, At the time *** *** (Service Advisor) had worked with Mr*** in trying to locate a motor to replace the one that was destroyed when the vehicle stalledMr
*** had resigned on April 7, and *** Vigil had assumed his customer and was working hard to find an engine for Mr***With ***'s help Power Ford had located an engine for the Mustang and Mr*** was contacted several timesOn April 30th, Service Management also had contacted Mr***, left a message that if he does not contact Power Ford that the vehicle will be turned over for processing and AbandonmentWe contacted one more time in May and on 6-01-paperwork was sent to our corporate office to begin the process of a lien on Mr*** Mustang.On July 8th, Mr*** had contacted the Power Ford Service Department and asked about his vehicle and we explained that we have tried numerous times to get in touch with him and he would not return our callsHe was told that the lien had been filed for the MustangI had talked to Mr*** and said I would work with him and that I would cut the price for the storage and fees in half and he would be charged $instead of the original $which includes towing charge, Diagnosis, storage for months, Filing fees and taxHe indicated that he did not feel it was fair of us to charge him storage, I explained that we tried numerous times to contact and he did not return our callsI also asked Mr*** why he did not contact anyone in the past months and he replied he thought they were still looking for an engineI apologized and stood by our offer to split the amount or we will continue with the lien.Our purpose is to satisfy the customer and we do not want to file abandonment liens on any vehicles because it costs the Dealership money and time and most of the time we are unable to obtain the fees we filedMost of the vehicles are sent for scrap. *** ***Parts and Service DirectorPower ford###-###-####*** Our response is attached.Thank you,*** ***Executive AssistantPower Ford###-###-####
Revdex.com:
This is the same offer I was made from *** over the phone and I had said that I was fine with paying towing, diagnostic, and even storage; though it was never expressed that I would need pay storage from the beginning Also, I did not plan on my car being there for as long as it was because I thought Ford would be able to take care of my car in a timely manner However, I did not agree that I should be liable for any lien fees because as I stated before I never received any phone calls or messages from anyone at Power Ford regarding my vehicle, NOT once.I am still very unhappy with the service, communication and overall result of taking my car to Power Ford I planned on using the $1,towards receiving a vehicle that is actually drive-able but instead it's all being used only to receive my vehicle back in the exact same condition I left it in when I first took it to Power Ford If I knew this was going to happen, I would have just kept it at home for free However, I agree to cut my losses because I just want to have my car back and be done with that dealership
I have reviewed the response made by the business in reference to complaint ID 10724737, and find that this resolution is satisfactory to me
Regards,
*** ***
I forgot that the company Power Ford was called Bob Turner Ford Country when I bought the truckIt changed to Power Ford soon after I bought my truck
DATE: June 20, TO: Revdex.com RE: *** *** Complaint #***
Thank you for your communication. We had removed you from our communications programs when you originally requested. I would like to hear a copy of a voicemail or possibly a phone number that you are receiving these calls from. What you are describing is not part of our follow up processes at Power Ford. We do not believe that what you are receiving is from Power Ford. If you are able to provide some of this information I’m suggesting, maybe we can help you locate the source of these calls Darin W*** Dealer Partner/General Manager Power Ford *** ###-###-####
Our Parts & Service Director, Terry W[redacted], was unaware of the concern. We will replace the part Mr. [redacted] has requested.
Date: December 11, 2017 To: Revdex.com Re: Complaint #[redacted] We apologize. We are not trying to be insensitive to Ms. [redacted]' needs. We are here to help customers. The service advisor was doing his job by asking for a signature for diagnosis. When a...
concern or problem occurs, even with a warranty, it is our policy to ensure that the checkout is authorized by the customer. Occasionally concerns are present that are not warrantable. When this occurs we must inform the customer. I have checked to verify coverage on Ms. [redacted]' vehicle. All we show is power train coverage on the 2013 Escape. The issue described seems more like an electrical problem, not the power train. We can have one of our senior master technician's diagnose and evaluate the concern at no charge. If a repair is not under warranty, we will need Ms. [redacted]' authorization. We are willing to help with the concern once it is identified. On the issue with the tires, we were not aware of a concern. We see that we had replaced 2 tires and Ms. [redacted]' paid for the other 2 on 3/8/16. Tire wear is determined by many factors, but the most common is driving habits. We would like to talk to Ms. [redacted] about this when she comes in for her diagnosis. Again, we apologize for the lack of concern we showed last Wednesday. Our service managers and I are present daily if a problem arises. If we had known about this situation earlier we would have worked to resolve the complaint. We would like to win back Ms. [redacted] as a customer. As the service director I will give this my full attention. Terry W[redacted] Fixed Operations Director Power Ford [redacted]
DATE: September 1st,
2015
TO: Revdex.com
RE: [redacted]
Complaint #[redacted]
We
received the rejection letter and we want to help Mr. [redacted]. 1st
we can establish that the vehicle had a concern when it arrived at our
Dealership with no check engine light present nor were there any codes present.
The very 1st process is to scan the system for codes and concerns.
If this does not show any concerns the next procedure is to determine if the
vehicle needs an update and what the latest calibration is. All computers have
updates periodically, some you can do and others a technician must
perform. We have many updates that are
sent from Ford routinely to resolve issues that are found and can help improve various
concerns. When we diagnose any vehicle we never know what we are going to run
into. We have had many customers that install “aftermarket chips” and this can
cause an issue. Most of these are undetected by our scanners. When we perform an update just as all
computers must have for new software purposes. We can only work with a PCM that
will allow the update. If all updates have been performed it recognizes the
latest software automatically. PCM failures
can occur for many reasons: corrosion, vibration, thermal stress and there are
many others that I could list. We are
working on a 2015 Ford F250 with 543 miles that also has an internal PCM issue
and it was leading us in a different path. We have many customers that have
technical experience and occasionally they work on their own vehicles to try to
repair and we sometimes do not know all of their diagnostic procedures. I do
know that Mr. [redacted] tried to replace his own plugs for the misfire and how did
he come up with that repair unless someone had scanned the vehicle. We are only
here to help resolve an issue. We do not point fingers at customer’s and their
ability or where they have tried to resolve a vehicle issue. We are also not
perfect and some concerns can happen. When this occurs we explain to the
customer that something occurred and we take care of it. No one is
perfect.
Here
is our proposal for Mr. [redacted]. We will replace the PCM (rebuilt from Ford) on
the truck and if this resolves the initial concern as well and vehicle has no
issues we will split the cost and labor with Mr. [redacted]. If this does not
resolve the issue we will pay for the PCM 100% and once programed and codes
read we will inform Mr. [redacted] on the next repair procedure. He can opt to
have us resolve or he can opt to take elsewhere.
Terry W[redacted]
Parts and Service Director
Powerford
[redacted]
Complaint: [redacted]
I am rejecting this response because: The response from Mr W[redacted] has a couple of interesting points in that 1st he admits that they started to perform a download of software version from Ford, which I did not authorize, and "after initializing the procedure the system started to erase the information" of which he later states in his reply that there was "a firewall they could not penetrate". So that in itself contradicts one another. Secondly, if they know they replace the PCM's for this issue, "all the time",as he admitted to me when we had talked, why was I not advised of the possibility of the failure and a cost given at that time? Lastly, when I was able to talk with him regarding my truck, he never offered to me " to replace part at cost with no labor" as he states or I may have taken that offer. Instead the conversation was left that the now failed PCM was totally my responsibility. I now question in how many other people have had this same issue with this dealer, or if this is an issue that Ford Motor Company should be contacted on for a failure of their software being corrupted from factory mainframe or the PCM itself being inadequate? Once again I am stressing the fact that I never authorized for the software updates to be performed, and when I was advised of such was after the fact of my PCM being rendered inoperable.I would also ask the Revdex.com to direct this issue to the dealer principles for review and hopefully the Right thing can resolved.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
DATE: August 24, 2015
TO: Revdex.com
RE: [redacted]
Complaint #[redacted]
On
7-6-2015 Mr. [redacted] brought his 2010 Ford F150 with 129,390 miles to Power
Ford indicating that the vehicle stumbles, sputters and missing....
Service Advisor (Benjamin G[redacted]) asked
Mr. [redacted] if he had any check engine lights and Mr. [redacted] said no. We
received authorization from Mr. [redacted] to plug in our scanner to check the
vehicle and determine the concern. When Technician went through the diagnostic
process it did not reveal any codes and technician proceeded to download the
latest software version from Ford for the vehicle. After initializing the procedure
the system started to erase the information stored. Technician stopped the
programming and contacted Ford Hotline immediately. Ford Hotline indicated a
couple of ways to attempt to reprogram when this occurs. Technician did as
asked and vehicle still would not program. Ford was contacted again and
Technician was explained that if all the avenues were completed the PCM has an
internal fault and would need replaced. We contacted Mr. [redacted] and explained our
results to him and also that because of the initial concerns he had that the
PCM was already a concern and that these concerns would be rectified because of
the internal fault. We apologized and
that there was no way we can reinstall the software he had originally when he
came into service because the concern internally in the PCM and it basically
had a firewall we could not penetrate. All we can do is replace the failed part
as Ford specified. I extended a courtesy to Mr. [redacted] that we would replace
the PCM for the cost of the part only and no charge for labor. Unfortunately he
wasn’t accepting and he towed his vehicle from the Dealership. There was no charge to Mr. [redacted] for this
repair attempt.
Terry W[redacted]
Parts and Service Director
Powerford
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:After I sent my complaint into Revdex.com, and Power Ford responded, I stopped receiving calls from (what seems as) 3rd party warranty sales people. At this time I consider this a good thing but also it is suspicious to me that Power Ford's response implied they had nothing to do with the 3rd party calls. I will consider this resolved after 30 days have gone by with out being called by these 3rd party warranty sales people. Although, if they start to call again after the 30 days I will report back to the Revdex.com.I will not spend more of my time from your disregard of my privacy by gathering info for me to prove something unless I deem it absolutely necessary.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]