When the vehicle arrived at Waldorf ***, it had been towed in The vehicle would not start and we used the shirt override button to release the shifter from park in order to push the vehicle into the shop to be diagnosed and repaired The WIN midule was replaced, which is located just under the shifter assembly in the dash The customer notified the dealer of the shifter feeling loose, shortly after pickup After lookingat the shifter, it was determined that it would need to be replaced We had no way of knowing prior to the repair what tightness the shifter was brought to us, since it had been towed The service manager offered to install the part at no charge for the labor, which the cusotmer counter offered that we should pay for the part and let he have it installed elsewhere, which we agreed We have ordered the part and when it comes in, we can arrange for MsGravely to have it installed here at no charge
After recieving this complaint, our Customer Relations Manager, Dawn L***, contacted [redacted] He expressed some additional issues with his vehicle He has a service appointment for Tuesday of next week He is to drop off his vehicle Monday night, and hopefully get the oppurtunity to meet with one of the managers to further resolve his issues I apologize on behalf of Waldorf Ford for the way [redacted] felt he was treated and hope to give him a better experience when he returns Monday
[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 is satisfactory to meI appreciate their timely response I would like the entire amount I requested, but I have already put too much time into this issue so their gesture is accepted I would like for the letter they will give me to I want to be clear that it will include a detailed list of all the labor hoursI understand the rate they charge, what I don't understand is the labor hours I was charged Time to diagnose, time to repair alternator, time to splice wires, etc As long as all that is clear and makes sense I will consider the issue satisfactorily closed Thank you for your time Regards, [redacted] ***
According to the service manager who met with [redacted] ***, he spoke with him in regards to the service ticket in questionOur labor rates and pricing is pulled from our [redacted] pricing structures and not [redacted] The invoice amount was in line with our [redacted] pricing structure and not excessiveThe warranty company would determine the amount they are willing to pay back to customer according to the contract he signed with that companyHowever, we would like to offer a gesture of goodwill and split the amount desired with the customer and reimburse him for $that he has paid We would also like to offer a letter explaining the issue with the alternator that his warranty company declined to help get the remaining balance paid to [redacted] from his warranty company
[redacted] brought his [redacted] in for service on January 31st, for a tire rotation and oil & filter change For the oil & filter change, we provide a free multi-point inspection upon every service we perform The information we provide to our customer’s is for their benefit and to keep them educated on the safety conditions and preventative maintenance their vehicle may require During the removal process to rotate the tires, the wheel play is checked There was excess play internally in the hub bearing, which indicates a worn bearing The bearing wear occurs from mileage and age of the vehicle; it is not a condition the shop can create The vehicle was not road tested to verify or find the issue The drivability may not be obvious to the customer, but may become a safety concern if not addressed The dollars that is referenced is the $that was charged for combined labor for the oil change and tire rotation This is for labor only not a “maintenance fee” We would be happy to sit down with [redacted] and fully explain the services that were performed and what was recommended if he would like to meet with our service manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:It's a lie! To date I nor my wife have received a letter from Waldorf Ford In addition even if Jelani didn't express that we didn't want our credit ran the bottom of the credit application which gives permission to run credit was scratched out When [redacted] spoke with MrC [redacted] she was told that was procedure Lastly even after a full month of going back and forth Waldorf Ford STILL chose not to use the approval which was provided and submitted the application in a different way Our scores have dropped which has caused us to be denied for other credit offers Regards, [redacted]
When the vehicle arrived at Waldorf ***, it had been towed in The vehicle would not start and we used the shirt override button to release the shifter from park in order to push the vehicle into the shop to be diagnosed and repaired The WIN midule was replaced, which is located just under the shifter assembly in the dash The customer notified the dealer of the shifter feeling loose, shortly after pickup After lookingat the shifter, it was determined that it would need to be replaced We had no way of knowing prior to the repair what tightness the shifter was brought to us, since it had been towed The service manager offered to install the part at no charge for the labor, which the cusotmer counter offered that we should pay for the part and let he have it installed elsewhere, which we agreed We have ordered the part and when it comes in, we can arrange for MsGravely to have it installed here at no charge
After recieving this complaint, our Customer Relations Manager, Dawn L***, contacted [redacted] He expressed some additional issues with his vehicle He has a service appointment for Tuesday of next week He is to drop off his vehicle Monday night, and hopefully get the oppurtunity to meet with one of the managers to further resolve his issues I apologize on behalf of Waldorf Ford for the way [redacted] felt he was treated and hope to give him a better experience when he returns Monday
[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 is satisfactory to meI appreciate their timely response I would like the entire amount I requested, but I have already put too much time into this issue so their gesture is accepted I would like for the letter they will give me to I want to be clear that it will include a detailed list of all the labor hoursI understand the rate they charge, what I don't understand is the labor hours I was charged Time to diagnose, time to repair alternator, time to splice wires, etc As long as all that is clear and makes sense I will consider the issue satisfactorily closed Thank you for your time Regards, [redacted] ***
According to the service manager who met with [redacted] ***, he spoke with him in regards to the service ticket in questionOur labor rates and pricing is pulled from our [redacted] pricing structures and not [redacted] The invoice amount was in line with our [redacted] pricing structure and not excessiveThe warranty company would determine the amount they are willing to pay back to customer according to the contract he signed with that companyHowever, we would like to offer a gesture of goodwill and split the amount desired with the customer and reimburse him for $that he has paid We would also like to offer a letter explaining the issue with the alternator that his warranty company declined to help get the remaining balance paid to [redacted] from his warranty company
[redacted] brought his [redacted] in for service on January 31st, for a tire rotation and oil & filter change For the oil & filter change, we provide a free multi-point inspection upon every service we perform The information we provide to our customer’s is for their benefit and to keep them educated on the safety conditions and preventative maintenance their vehicle may require During the removal process to rotate the tires, the wheel play is checked There was excess play internally in the hub bearing, which indicates a worn bearing The bearing wear occurs from mileage and age of the vehicle; it is not a condition the shop can create The vehicle was not road tested to verify or find the issue The drivability may not be obvious to the customer, but may become a safety concern if not addressed The dollars that is referenced is the $that was charged for combined labor for the oil change and tire rotation This is for labor only not a “maintenance fee” We would be happy to sit down with [redacted] and fully explain the services that were performed and what was recommended if he would like to meet with our service manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:It's a lie! To date I nor my wife have received a letter from Waldorf Ford In addition even if Jelani didn't express that we didn't want our credit ran the bottom of the credit application which gives permission to run credit was scratched out When [redacted] spoke with MrC [redacted] she was told that was procedure Lastly even after a full month of going back and forth Waldorf Ford STILL chose not to use the approval which was provided and submitted the application in a different way Our scores have dropped which has caused us to be denied for other credit offers Regards, [redacted]