Voss Plumbing & Heating of Paynesville, Inc

Complaint: ***I am rejecting this response because: This account of what happened is completely false
1) I did tell the salesman about the knocking in the engineI told him I did not have the truck with meHe said that was no big dealThey changed my deal to account for potential defectsI accepted this because the truck I was trading in was not perfectThe salesman asked me to guess on the mileageI gave it my best guess.
2) MrH*** never offered to deliver anything to ***, but did threaten to illegally come down and repossess it.
3) It is interesting that MrH*** remembers a phone conversation we did not speak on the phoneHe did leave me nasty voice mail messagesHe did threaten and insult me with email messagesI chose not to speak with him because he was not rationalI know him to be one of those guys that likes to raise his voice, scream, yell, threaten, and insult to push people into doing what he wantsI wasnt rude to him on the phone ( or in any other venue ) because that conversation never happened.
4) Apparently *** is incapable of running his own business apparently it was my responsibility to direct his people to do their jobs and inspect my vehicleIt is not my jobIt is not the customer's responsibility to do thatShame on you Dave
5) The sad thing about people like this is that they have been lying to everyone including themselves for so long they don't know what the truth is anymore.
6) I want everyone to know how shady this *** character is and why they should avoid this place of business.Sincerely,*** ***

Complaint: ***I am rejecting this response because: I can only assume that since the general manager has not once discussed this problem directly with me is why he has no clue to what the facts of this issue is Had he he would know that the engine in question in fact did not have any "internal problem" prior to me taking it to his dealership on July 14, as he has stated time and time again That is only speculation on his part Certainly not factualHe also refuses to acknowledge the well known fact that ford does in fact have and has acknowledge having the problem with spark plugs blowing, not as the result of "an internal" problem, but rather due to fords design problem which is the direct cause of the plugs blowing out Every competent ford repair shop has told me that and in fact has acknowledged that an improperly installed insert and plug can in fact be the cause for the engine to develop an engine miss following such a repair attempt and in fact can cause internal damage if improperly installed As is the case with my situationHe also continues to deny that the repair they made failed, which without question didThen and only then did the engine develop the miss I can only assume that their position on this is deny, deny, deny and take no responsibility for their failed repair A fact that is going to be difficult for them to defend
I am currently having a competent ford service center conduct a complete analysis to diagnose the extent of the damage caused by Salmon River Motors and will be taking further action against them for their complete incompetence in making this repair properly and for their refusal to acknowledge that their repair did in fact failIt is a shame they have forced me to take further action against them as it was always my hope that we could have resolved this issue between us
which inte
Sincerely,*** ***

My name is Dan K*** and I am the GM of Salmon River MotorsLets take these complaints one at a timeFirst the customer states that he had a problem with his motorhome and was in Salmon and came in to Salmon River MotorsHe states we replaced the cylinder spark plug and then miles later
he developed a missThe reason he came to our dealership was because his motorhome had already had a missIf the spark plug blows out it will have a miss, so he is wrong on that aspectSecond Ford manufacture says if a spark plug blows out then it must be re-bored and replaced ( which we did ) by the Ford manualThe customer states that he took it to two other dealerships and they performed the same fix because the spark plug we put in failedAfter the second spark plug failed it would be apparent that there is something else causing the Motorhome to have problemsThere was never a improper repair only a failed spark plug because of an other issue way before he came to our dealershipHe says he contacted us on numerous occasions and left me numerous messages, again he is mistakenMy service manager has talked to him at least times explaining that he needed to take it into a Ford dealership to see what was causing this issue, he said he wanted us to pay for that because of failed spark plugOn my phone in my office I have had one phone call from customer and when received went to service manager to see what the issue wasWe called him together on my service managers phone and received no answerI have phone records that show only one message from said customer, so again he is mistakenThe customer has since spoken with the owner of Salmon River Motors Dave H***, and we agreed to pay the customer back the money he spent with our dealershipwe did not need to do this since a part can fail, but that is not the reputation this dealership has worked hard to keep for over yearsHe asked that Ford get the engine running before the part failed, again refer to above, if the engine was running on all cylinders he would have not brought to Salmon River Motors in the first placeSo as you can see we as a dealership did everything that ford recommended to repair the blown spark plug, and returned the money to customer because part failed
Any other questions please feel to contact me,
Sincerely,
Dan K***

Again,
The customer states it has a design flaw recognized by Ford Motor CompanyHe should then take it to a local dealer and see what Ford will do for himAll we did was replace a spark plug and re-bore the hole which ford recommendedUnfortunately the customer still does have the internal issue that occurred before he ever came into our dealershipNot all customers are going to be happy with us, but 99.9% areI am sorry the spark plug issue did not fix it, but Ford told us to do that repair first to see if it would fix it, since it did not we are reimbursing him the money he spent at our dealershipThe reason I asked for his address, was the customer stated he was stranded out of town
Thank you,
Dan K***

Hello, Mr*** has purchased from us before with same resultsHe explained to the salesman that it had a few dents, but what he did not explain to the sales person was that there were numerous engine problemsWhen he arrived on Saturday the sales person and the Sales Manager were not at the
storeHe told the person at the front desk he just needed to drop off vehicle and pick up the one he purchased, never saying that his vehicle had not been inspectedOn Monday when we took the truck into our shop we realized he was less than honest about his tradeWe called him right away and said we would return his vehicle to him and get our truck back because he had not been honest about his truckNot only does it have numerous mechanical issues but also way more dents and blemishes that he had told usWhen *** called Mr*** he told him that his truck was not what he had told us and we would simply unwind the dealAlso offered to bring his truck to *** and get our truck back at no cost to the customerAlso the truck he was trading in had 15,more miles than Mr*** stated per our telephone conversationMr*** was very rude and said tough luck, he was in *** and we would not be getting back our truckI guarantee if the truck Mr*** purchased was not what we told him and had all these issues he would not have bought the truck

Complaint: [redacted]I am rejecting this response because: The GM’s reply to my complaint is riddled with inaccuracies.  Had he made a legitimate effort to reply to my many calls I put into him, he may have been more accurate and truthful in is reply .  Fact is and contrary to Mr. K[redacted]’s speculation, until my motor home instantly blew a spark plug, it was running extremely well.  Incidentally the plug happen stance blew across the street from the Salmon Motors dealership.  Therefore, the GM’s statement that my motor home must have already had a miss in the engine is absolutely false. As I previously stated, the engine was running just fine up until that event occurred. The GM’s statement indicating that Fords recommended repair for such a problem, outside of replacing the head, is to retap the head, install an insert and new spark plug is correct.  This is what I am told Salmon Ford did.  That is not the issue.  The issue is the repair they performed did in fact fail less than 500 miles after leaving their service department. That is when the engine developed an engine miss.   Furthermore, the complaint includes the manner in which they have addressed the issue; taking no responsibility for their poor workmanship.Mr. K[redacted] goes on to state that I took the vehicle to two other dealerships since leaving their facility and that those dealerships performed the same “fix” as they attempted.  That is absolutely incorrect.  Fact is I took the vehicle to two other repair shops.  The first was not able to make any repair as they were not equipped to do so and even if they were, did not have the time to deal with it.  The second shop I took it to did in fact diagnose and confirm the fact that the repair attempt made by Salmon Motors had in fact failed.  This second repair shop was able to make a successful repair to the same cylinder that Salmon Motors attempted to make, unsuccessfully.  Following the second repair shops repair to the failed insert (caused by Salmon Motors), the engine still had the same engine miss that had developed following Salmon Motors failed repair.  Again, the engine did not have a miss until after Salmon Motors repair job failed.  It is the second repair shop I took the vehicle to after leaving Salmon Motors that also detected that the cylinder that Salmon Ford attempted to repair was what was causing the engine to miss.  A miss that again, did not exist prior the Salmon Motors failed repair job.Mr. K[redacted]’s statements regarding my attempts to contact him are absolutely false. My call log reflects I tried to contact Salmon Motors no less than 18 times between August 9 and August 31, 2016, 4 of which were put into Mr. K[redacted].  Calls are as follows:August 9: @3:03, left message for service managerAugust 10: @11:16, talked with service managerAugust 10: @2:42, left message for service managerAugust 10: @2:53, left message for service managerAugust 11: @08:48, left message for service manager                    @09:34, talked w/service manager    @11:19, left message w/ general manager office                    @12:16, talked w/ service managerAugust 12: @12:40, @12:43, @2:17, left messages for service manager each time and GM @2:17 callAugust 15: @11:21 left message for general manager@1:50, talked with owner Mr. H[redacted]August 19: @2:02 left message w/ GM and service managerAugust 25:@09:20, left message w/service managerAugust 29: @10:44 missed call from Salmon Motors (no message)@ 12:49 talk w/service manager again was told nothing they could do.August 31:@2:36 left message w/service managerOne can clearly see that Mr. K[redacted]’s statements in regard to my attempts to contact him are less than accurate.As my previous complaint noted, I did in fact have several discussions with Salmon Motors Service manager. Until such time as they refused to return any of my multiple calls and messages I left for them.  If in fact Mr. K[redacted] did call me one time and did not receive an answer, why then didn’t he simply leave me a message to call him back?  Or better yet, call me back? I believe he is mistaken in thinking he may have called me at all.Another false statement made by Mr. K[redacted] is that his service manager suggested I take the vehicle to another ford dealership to see what was causing the problem.  The service manager time and time again told me that the repair they made was intended only as a “temporary fix” and therefore there was nothing he could do.  I in fact raised the desire to take the vehicle to a ford dealership to troubleshoot the problem but strongly felt that Salmon Motors should be responsible for authorizing such.  They refused to do so again stating that there was “nothing they could do”.Once it became apparent that both the GM and service manger would no longer return any of my calls, I did in fact write a letter to the owner of the dealership explaining the situation.  The owner did in fact call me.  We had a long conversation in which Mr. H[redacted], the owner, explained that he had a long conversation with his service manager and told me he and his service manager essentially agreed with the contents of my complaint.  (Why then doesthe GM have so many discrepancies in his statements and is stating that my complaint is inaccurate? The owner seems to think otherwise.)  Mr. H[redacted] went on to inform me that his service manger was new and that he should have handled this situation differently. At the conclusion of my discussion with Mr. H[redacted], he did agree to reimburse me the amount I had paid them to make the failed repair.  However as the writing of this response I have yet to receive any such reimbursement.Mr. K[redacted] concludes his response by stating if the engine was running on all cylinders he would not have brought it in to Salmon Motors in the first place”.  Mr. K[redacted] can try to play word games but the fact is the engine did not have a miss until the spark plug violently blew out on July 14, 2016 across the street from their facility.  Mr. K[redacted] is not acknowledging that prior to the spark plug blowing out the engine was running just fine.  Nor is he acknowledging that when I left his facility following their repair the engine did not have a noticeable miss until such time as his repair job failed, less than 500 miles down the road.  As I have previously stated, the engine developed an engine miss following Salmon Motors failed repair job and that has since been substantiated.  The failed repair job made by Salmon Motors is what caused the engine to miss fire.To expand on my conversation with the owner, Mr. H[redacted], he told me that if in fact I was closer to his facility, he would simply ask me to bring the vehicle back to his facility for them to diagnose and make the correct repair.  Unfortunately since I am now more than 1000 miles away, that is not possible.  What is however is for them to authorize me to take the vehicle to another ford dealer for such repairs.  Mr. K[redacted] states that Salmon Motors did everything Ford recommended to repair the blown plug.  What he refuses to mention is the repair they made failed in less than 500 miles after they performed the work! This is not acceptable. Since then they have made no effort, other than offering me a refund, which again, I have not yet received, to rectify the problem.I continue to claim that their lack of customer service and refusal to rectify the real problem is not acceptable.I conclude by stating that I appreciate the owner, Mr. H[redacted] contacting me to discuss the issue and his willingness to reimbursement me for what I paid his dealership for the failed repair attempt. However, I continue to request that they agree to f[redacted]y resolve this issue as I have previously requested.
Sincerely,[redacted]