Wireless Warehouse (400 Madison Ave.)

Initial Business Response / [redacted] (1000, 5, 2016/05/28) */ [redacted] The last time we performed a repair on [redacted] vehicle, we had the Field engineer from [redacted] here and he signed off on the repair that is was correctWhen [redacted] came in this week, I had him go out for a drive with our shop foremanOur foreman did not hear the noise and felt that the condition was normalPerhaps [redacted] should seek a second opinion at one of the other [redacted] stores here in *** Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The [redacted] Field Engineer may have authorized the final repair (as well as some of the previous attempts), but I do not believe the Field Engineer was present to evaluate the effectiveness of the repair on completionIf they were, I would have went for a test drive with them The scraping sound in question is still present in my carWe have proved on several occasions that it is not present in other [redacted] on the lot, which led to the long list of repeated repair attempts you see above Final Business Response / [redacted] (4000, 9, 2016/06/01) */ As a dealer, we can only do what [redacted] authorizes ut to doThey will not do anything if we feel the noise is within specifications which we doI think [redacted] should seek another opinion at one of the other two dealerships in *** Final Consumer Response / [redacted] (4200, 11, 2016/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had the car over to [redacted] ***I specifically ensured I went for a surprise test drive with the shop foreman -before- my scheduled appointment to get his opinion on the noiseHe absolutely heard it and went through a list of possibilities that it could be and said he would investigate more when I had it in for service When my car was actually in for service (and they had my VIN), he said the sound wasn't present that day [redacted] , since the sound is always there, but just as I expected [redacted] The same sound that is present today was immediately diagnosed as a bad pinion bearing a year ago, because that's what it sounds like - i.eobviousSix documented attempts (and more off the books) to make it go away either made it worse or had no effect [redacted]

Initial Business Response /* (1000, 5, 2016/12/08) */
I am looking to have a face-to-face meeting at your convenience before looking into a resolution to this situationI can be reached at *** or *** to set up a time
Thank you,
Andrew

Initial Business Response /* (1000, 5, ***/08/11) */
With regards to wearing of tires, MacPhee Ford provided an alignment on *** **, *** at a mileage reading of ***km at no charge to the customerOther than aligning the truck there is not much else we can provide to reduce tire wear and
tearThe wear of tires depends on many factors; the type of tire, manufacturer of tire, passenger or truck tire, braking habits, road conditions, type of driving city/highway and driving habitsThese all can contribute to tire wearThe no charge alignment in *** of this year was a fair offer for the customers tire wear situationAs for the dash no functioning properly, this may be a product deficiency that any *** store can look atMacPhee Ford replaced the cluster (dash) in *** of *** with a mileage reading of ***kmWhen it left the dealership it functioned fine and in subsequent meetings it continued to work fineAs a side note, the dealership requested an exception to the warranty coverage to get this covered under warrantyIf the condition has returned the customer can deal with any *** store to have this condition looked atWith the current mileage over the ***km warranty cut-off date there may be a special request required to get this covered under warranty and this is done at the manufacturer levelThe customer is familiar with the *** ** *** customer assistance line process for this
With regards to the customer request to trade into another truck, the dealership has already attempted this process and *** ** *** provided additional funds (over and above any incentives) to help support this tradeThis is not a common offer from a manufacturer and it was an offer of goodwill to keep the customer in the *** brandThis trading option was presented with the extra support from *** but there are other factors outside of the service situation that prevented the deal from being finalized
MacPhee Ford and *** ** *** have provided the appropriate warranty coverage plus additional customer service measures in this situation
If there are ongoing service problems he can receive service at any *** ** *** dealership

Initial Business Response /* (1000, 5, 2016/05/28) */
[redacted]
The last time we performed a repair on [redacted] vehicle, we had the Field engineer from [redacted] here and he signed off on the...

repair that is was correct. When [redacted] came in this week, I had him go out for a drive with our shop foreman. Our foreman did not hear the noise and felt that the condition was normal. Perhaps [redacted] should seek a second opinion at one of the other [redacted] stores here in [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2016/05/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The [redacted] Field Engineer may have authorized the final repair (as well as some of the previous attempts), but I do not believe the Field Engineer was present to evaluate the effectiveness of the repair on completion. If they were, I would have went for a test drive with them.
The scraping sound in question is still present in my car. We have proved on several occasions that it is not present in other [redacted] on the lot, which led to the long list of repeated repair attempts you see above.
Final Business Response /* (4000, 9, 2016/06/01) */
As a dealer, we can only do what [redacted] authorizes ut to do. They will not do anything if we feel the noise is within specifications which we do. I think [redacted] should seek another opinion at one of the other two dealerships in [redacted].
Final Consumer Response /* (4200, 11, 2016/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had the car over to [redacted]. I specifically ensured I went for a surprise test drive with the shop foreman -before- my scheduled appointment to get his opinion on the noise. He absolutely heard it and went through a list of possibilities that it could be and said he would investigate more when I had it in for service.
When my car was actually in for service (and they had my VIN), he said the sound wasn't present that day. [redacted], since the sound is always there, but just as I expected. [redacted]
The same sound that is present today was immediately diagnosed as a bad pinion bearing a year ago, because that's what it sounds like - i.e. obvious. Six documented attempts (and more off the books) to make it go away either made it worse or had no effect[redacted]

Initial Business Response /* (1000, 13, 2015/04/01) */
[redacted]
Firstly, intermittent problems are always difficult to pin-point and in many instances take...

several visits to solve due to the complexities of the mix of electronic and traditional mechanical components involved. We have reviewed Mr [redacted]'s file and see nothing abnormal. On [redacted], Mr [redacted] brought his [redacted] in for a power steering leak. We determined that the leak was caused by the steering box. We replaced the steering box on Mr [redacted]'s [redacted] with his permission on repair order [redacted]. Mr [redacted] had also requested a motor vehicle inspection on his [redacted]. While checking the front suspension, we found the left lower ball joint was worn beyond acceptable use according to [redacted] specifications and the legislated motor vehicle standards therefore would not pass a motor vehicle inspection. The alignment was done as the alignment specifications would be altered when the steering box was replaced. At no time during this repair were we advised of a noise in the steering. On [redacted] Mr [redacted] advised us that there was a vibration or noise coming from the front of his [redacted] during slow speeds. We checked it and found the lower steering shaft had excessive play and was causing the noise. Mr [redacted] authorized the replacement of this steering shaft. When Mr [redacted] came to pay the bill, he explained to me that he did not want to pay for the repairs he had authorized. I said that I would be happy to take the new part off and install the old one at no charge to him. He has been in a couple of times since the last repair and assured me that the noise has not returned. Our technicians are factory trained and have the customers best interest in mind as they perform repairs.

With that being said, I am always open to discuss these matters further [redacted].

[redacted]
Customer Service Manager
Initial Consumer Rebuttal /* (3000, 15, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
I have carefully reviewed the response from the Service Manager (Mr. [redacted]) dated [redacted]. The response from MacPhee Ford does not provide a solution, an offer of settlement nor a denial of responsibility. [redacted]
The only option provided for by MacPhee is to "discuss these matters further". As provided in my original complaint, this has been documented as an ongoing issue since at least [redacted]. [redacted] I had discussed potential solutions with the MacPhee Service Manager (noted in original complaint) where he aggressively stated that he "was more than willing to put the broken parts back in if I was unsatisfied" [redacted]. However, what Mr. [redacted] failed to mention was that this was initiated due to a discussion on the recurring issue, and not a refusal to pay situation.
While Mr. [redacted] is correct in saying that he was "not advised of a noise in the steering", it would not be the role of a service manager to know what was discussed between the technician (Mr [redacted]) and myself during each visit. Only short notes are made within their computer system, which all denote the issue for each visit. The issue of the steering / front end was foremost on my visit over the last two years due to the failure of resolving the issue by MacPhee Ford. The recurring issue is documented by evidence in the initial claim and include:
[redacted]
It is not unusual that other (minor) issues were found during each of the scheduled service visits (as we followed the [redacted] Maintenance plan), it does not dismiss the fact that the identified issue did not get resolved until [redacted].
Mr. [redacted] indicated that I had been in a couple of times since the last repair and assured him that the noise has not returned. I have only spoken with Mr [redacted] once since the last repair, which was in the presence of the owner (Mr [redacted]).
The service manager agrees that "intermittent problems are always difficult to pin-point and in many instances take several visits to solve..." (McPhee response dated[redacted]). However, two years is excessive and the underlying problem should have been identified without the replacement of multiple parts, at least 7 visits, cost exceeding $4,400 and a disingenuous attempt at resolving the issue at the lowest possible level.
If this statement is true, then it should be very simple for MacPhee to acknowledge that this ongoing issue is normal, and that it was originally covered by warranty, that the ongoing attempts at repair should also be covered by warranty as "intermittent problems are always difficult to pin point and in many instances take several visits to solve".
The response from MacPhee [redacted] does nothing to address the issue of concern. The recurring, and ineffective attempts at resolving the vehicle's 2 year issue which was identified while the vehicle was under warranty, and remained unresolved until after the warranty had expired.
[redacted]
I have attempted to work with MacPhee [redacted] via telephone, e-mail and face to face visits with nothing but delay and denial. [redacted]
[redacted].
[redacted]

Initial Business Response /* (1000, 5, 2015/11/26) */
[redacted]
On [redacted], 2015 [redacted] towed his [redacted] to our dealership for repairs. [redacted] had lost the keys to his vehicle and...

someone (not MacPhee Ford) tried to drill out the ignition lock cylinder. Our parts department tried to locate the correct part for his truck and could not. Our shop foreman was able to remove the damaged lock cylinder, program a new key and show the customer how to operate the vehicle without a key. He was charged for the towing and a key, no labor.[redacted] The following Saturday, the customer purchased a new ignition lock cylinder at our parts department and had somebody "pop" it in. During the course of drilling out the ignition cylinder (not done by MacPhee Ford)the part of steering column that holds the ignition cylinder in place was damaged allowing the new cylinder to fall out while driving. This could allow the steering to lock up. We agreed to replace the steering column with a used part at our expense. This was done [redacted]. On [redacted], 2015 the customer called advising that the truck would not start. He was stuck at [redacted] in [redacted]. We sent our shop foreman out to have a look. It was determined that we would need the truck at our shop to diagnose the problem. I drove out to [redacted] and met the customer. We gave him a courtesy vehicle and towed his car back to our shop. Once back in our shop. we determined that a fuse had blown under the hood. This had nothing to do with the steering column or any of our repairs. As a good will gesture, we decided not to chare the customer and he took his vehicle. To the best of our knowledge, the vehicle is working correctly now. If it is not, I would like the customer to respond to this through the Revdex.com. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact still remains that I was allowed to leave their lot in an [redacted] vehicle.This caused me to go off the road over a curb and into a ditch while doing 60kmh.Now the vehicle has a broke tie rod end (as your mechanic stated). [redacted] just want the car fixed [redacted] that is all.You know it was wrong to let me leave with the vehicle in the shape it was.Lets just fix this problem and move on pls