West Herr Ford of Hamburg

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Mr [redacted] 's problem with his lug nuts is a common concern in the Northeastern part of the country due to our weather The manufacturer does not offer any assistance and will not participate in the replacement of them However, in the spirit of customer satisfaction, West Herr Ford refunded him his entire bill of $ Mr [redacted] is satisfied with the resolution

At our request, the customer returned to West Herr so that we could inspect the vehicle togetherWe put the car on the lift and confirmed with [redacted] that the power steering rack was in fact leaking, which failed New York State inspectionTo thank her for coming back in to confirm our diagnosis, we refunded the $inspection feeShe was satisfied and everyone agreed the repair was legitimate and necessary Sincerely, [redacted] Assistant to [redacted] , President

Dear [redacted] , West Herr is not obligated to provide a loaner vehicle, as loaner vehicles are not a provision of Ford Motor Company's warranty policy, additionally West Herr does not have any control over part availabilityWe are sorry for the troubles that [redacted] experienced with her vehicle, and as a goodwill gesture West Herr did cover the two additional days rental for her Sincerely, [redacted] Assistant to [redacted] , President West Herr Automotive Group

We sincerely apologize for the delay in refunding Mrs [redacted] deposit check The check has been sent via FedEx along with a goodwill gesture as an apology

We are sorry that Mr [redacted] is having troubles with h.is vehicleThe vehicle was brought into our shop because the check engine light was onAs on all vehicles we check for any warranty or extended warranty coverage, in doingso we are required to run the Vehicle Identification Number (VIN) through Ford Motor Company's website, to specifically check the warranty coverage on any specific partsWe input the VIN number and the part numberThe report from Ford Motor Company stating the specific part needed for his repair has no coverage found for this VIN for the age and mileage that was on it at the time of repair (Base warranty on the vehicle is 3years or 36,miles whichever occurs first)For your reference we have attached the repair order and Ford Data confirming the part is not coveredTo address the customers additional comments concerning the manufactures warranty coverage I have attached the documents from Ford on what is covered and the term of this warranty Sincerely, Mark G [redacted] Service Manager West Herr Ford of Hamburg

We apologize for the lack of follow through on Mr [redacted] 's request He has been contacted by Tim G [redacted] the Service Manager Trim rings for the wheels have been ordered and will be delivered to his home as Mr [redacted] requested once they arrive at the dealership The customer is satisfied with this resolution We apologize for the inconvenience and appreciate his business Sincerely, Annette Smith Executive Assistant

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWhile I never asked for the tire to be replaced, and was not seeking freebies, I do appreciate the gesture
Regards,
*** ***

We apologize
for the lack of follow through on Mr***'s request. He has been
contacted by Tim G*** the Service Manager. Trim rings for the wheels
have been ordered and will be delivered to his home as Mr*** requested
once they arrive at the dealership. The
customer is satisfied with this
resolution. We apologize for the inconvenience and appreciate his
business. Sincerely, Annette
Smith Executive
Assistant

I spoke with *** *** finally on 2/after leaving several message’s and her leaving me messages’. During my conversation with her I agreed with her that we should have identified the tire leak prior to her taking deliveryDue to the nail being in the tire and her
uncomfortable feeling of reliability after the repair she would like the tire to be replacedAt this point I have made arrangements to replace all of her tires in an effort to restart a relationship on the right trackShe will determine the brand of tire and let me know so we can get it ordered and put onI also have informed her the owner’s manual had been ordered and could take up to weeks or soShe was happy with my approach and efforts to resolve the issue. Tony H***General ManagerWest Herr Ford HamburgPhone (716)202-3001Cell/Text *** ***Fax (716) 312-0407***

Dear
***,West Herr is
not obligated to provide a loaner vehicle, as loaner vehicles are not a
provision of Ford Motor Company's warranty policy, additionally West Herr does
not have any control over part availabilityWe are sorry for the troubles that
*** experienced with her
vehicle, and as a goodwill gesture West Herr did cover the two additional days rental for herSincerely,***
***Assistant to
*** ***, PresidentWest Herr
Automotive Group

Mr. [redacted]'s problem with his lug nuts is a common concern in the Northeastern part of the country due to our weather.  The manufacturer does not offer any assistance and will not participate in the replacement of them.  However, in the spirit of customer satisfaction, West Herr Ford...

refunded him his entire bill of $184.76.  Mr. [redacted] is satisfied with the resolution.

Dear
[redacted],
West Herr is
not obligated to provide a loaner vehicle, as...

loaner vehicles are not a
provision of Ford Motor Company's warranty policy, additionally West Herr does
not have any control over part availability. We are sorry for the troubles that
[redacted] experienced with her vehicle, and as a goodwill gesture West Herr did cover the two additional days rental for her.
Sincerely,
[redacted]
Assistant to
[redacted], President
West Herr
Automotive Group

The Manufacturer's Warranty Coverage specifically states: "If any emissions-related part on your vehicle is defective, the part will be repaired or replaced by Ford.  This is your short-term emission control system DEFECTS WARRANTY

We are sorry that Mr. [redacted] is having...

troubles with h.is vehicle. The vehicle was brought into our shop because the check engine light was on. As on all vehicles we check for any warranty or extended warranty coverage, in doingso we are required to run the Vehicle Identification Number (VIN) through Ford Motor Company's website, to specifically check the warranty coverage on any specific parts. We input the VIN number and the part number. The report from Ford Motor Company stating the specific part needed for his repair has no coverage found for this VIN for the age and mileage that was on it at the time of repair (Base warranty on the vehicle is 3years or 36,000 miles whichever occurs first). For your reference we have attached the repair order and Ford Data confirming the part is not covered. To address the customers additional comments concerning the manufactures warranty coverage I have attached the documents from Ford on what is covered and the term of this warranty.  Sincerely, Mark G[redacted] Service Manager West Herr Ford of Hamburg

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   Regards,  [redacted]

We apologize
for the lack of follow through on Mr. [redacted]'s request.  He has been
contacted by Tim G[redacted] the Service Manager.  Trim rings for the...

wheels
have been ordered and will be delivered to his home as Mr. [redacted] requested
once they arrive at the dealership.  The customer is satisfied with this
resolution.  We apologize for the inconvenience  and appreciate his
business.  Sincerely,  Annette
Smith    Executive
Assistant

At our
request, the customer returned to West Herr so that we could inspect the
vehicle together. We put the car on the lift and confirmed with [redacted] that
the power steering rack was in fact leaking, which failed New York...

State
inspection. To thank her for coming back in to confirm our diagnosis, we
refunded the $21 inspection fee. She was satisfied and everyone agreed the
repair was legitimate and necessary.
Sincerely,
[redacted]
Assistant
to [redacted], President

We are sorry that Mr. [redacted] is having troubles with h.is...

vehicle. The vehicle was brought into our shop because the check engine light was on. As on all vehicles we check for any warranty or extended warranty coverage, in doingso we are required to run the Vehicle Identification Number (VIN) through Ford Motor Company's website, to specifically check the warranty coverage on any specific parts. We input the VIN number and the part number. The report from Ford Motor Company stating the specific part needed for his repair has no coverage found for this VIN for the age and mileage that was on it at the time of repair (Base warranty on the vehicle is 3years or 36,000 miles whichever occurs first). For your reference we have attached the repair order and Ford Data confirming the part is not covered. To address the customers additional comments concerning the manufactures warranty coverage I have attached the documents from Ford on what is covered and the term of this warranty.  Sincerely, Mark G[redacted] Service Manager West Herr Ford of Hamburg

We sincerely apologize for the delay in refunding Mrs. [redacted] deposit check.  The check has been sent via FedEx along with a goodwill gesture as an apology.