Wright Ford Inc

Complaint: ***
I am rejecting this response because:
Wright Ford's response is fabricated I am not a mechanic, and therefore would not suggest to the Service Department they perform repairs contrary to their recommendations They recommended the rotors be resurfaced When this did not resolve the issue I inquired what they could do to resolve the issue and to make me whole for the the faulty work they provided Furthermore, they claim that I am unwilling to work with them to resolve the issue This is also a fabricationThe owner of Wright Ford told me that he no longer wanted me to be a customer and that the faulty work they performed was not their fault Sincerely,
*** ***

To whom it may concern,My name is Brandon F**, the service advisor at Wright Ford that assisted *** *** on his visits inJulyI am writing this letter in response to a complaint lodged by Mr*** in regards to two separateservice visits on July 5th and July 11thI understand that Mr***
was dissatisfied with his experienceon the 11th and felt that we had been unable to resolve his concernsIn this letter I would like to addressa couple thingsFirst, We at Wright Ford made every effort to provide Mr*** with the service herequested and to his satisfactionSecondly, Wright Ford only provided services at Mr***'s requestdespite our advocating alternate service options to address his concernsAnd thirdly, after Mr***expressed his dissatisfaction, He was unwilling to work with Wright Ford in resolving his concerns unlessthat resolution was a full refund.In the interest of full disclosure and clarity I would like to begin with the service visit on July 5th .Mr*** had previously set an appointment for an oil change service on the 5th Upon arrival thecustomer notified myself that he had a slight and intermittent brake shudder, described as a vibrationwhen braking hardBefore the service began, I informed the customer that while we had the vehicle onthe lift rack, we would give the brakes a lookAs shown on the notes of repair order #*** for theservice on July th, our lube technician found the brakes to be in good condition with brake padsshowing 80% thickness at the time of the inspectionIt was at this time I notified the customer that thefront brakes were visually in good condition, but I would recommend scheduling a brake inspection.After discussing what can cause brake shudder, I explained that typically this concern is caused bywarped rotors in the front brakes from braking hardIt was at this time the customer request weresurface the rotorsI explained to the customer that we do not recommend resurfacing rotors toresolve this concern as it generally compromises the structural integrity of the brake rotors, and theproper way to conduct the service would be to replace the rotors, but again I recommended a properbrake inspection before doing soThe customer was adamant that he would like to get an estimate toperform a front brake service including resurfacing the rotors rather than rotor replacementAs shownon repair order #***, I obliged and listed an estimate for front brake service, on His requestAftersettling up his bill for the oil change, Mr*** scheduled a Front Brake service for the morning of July11th.On July 11th Mr*** returned for his Front Brake service as well as to have a few otherconcerns addressed regarding his trucks alarm operationAgain we offered to provide the customerwith a proper brake inspection prior to the brake serviceThe customer expressed concern that theadditional time needed to provide the brake inspection would cut into his scheduleThe customer leftthe vehicle with us while he went for a bike rideAfter writing up the Repair order, I instructed thetechnician to road test the vehicleThe technician returned and described a brake shutter coming fromfront brakes just as the customer had described, verifying the customer's concernWe performed the brake service as shown on repair order #*** including resurfacing the front rotors rather thanreplacement of the rotors per the customer's requestWe performed a road test at the conclusion ofthe brake service and found the brake shudder was gone, confirming the concern had been resolved.After Mr*** had taken receipt of the vehicle, he quickly called back and spoke to our ServiceManager Randy W*** and explained that he still had a rattle in his brakesThis was the first mention ofa rattle in the brakes up to this pointRandy immediately apologized and scheduled a return visit toinspect the brakes at no charge to the customer at a date of his choosingMr*** made it clear thathe wanted a refund for the brake service which he requested while refusing our recommendation tohave a brake inspection performed on the vehicleThe Service Manager explained that he was unable tofacilitate a refund and any request for reimbursement had to be handled by the Owner and GeneralManager, Tom W*** Mr*** was promptly connected to MrW*** and they began discussingways to address his concernsI sat in on the conversation as to provide support and information if needbeI witnessed MrW*** offer to have the customer return the vehicle to us at no charge to addressthe concerns he had with a brake rattleThe customer on several occasions declined and insisted onhaving the service refunded The customer made several accusatory and derogatory statements to Mr.W*** to the point that MrW*** had to terminate the callIt was made clear that Mr*** was notinterested in having our shop follon the brake service and was unwilling to accept anything otherthan full reimbursement for the serviceA service that I must point out was performed upon his, andonly his, request.It is the position of Wright Ford that in this instance the services provided to the customer werecompleted in a timely fashion and addressed his initial concern of a brake shudderIn order toaccommodate his request we did not perform a proper brake inspection and we did not replace thefront brake rotors as is the appropriate way to address the initial concernThe customer requestedthese services and signed for themWhen it was explained that the customer had a rattle in the brakesas well, we made every attempt to have the vehicle brought in at no additional chargeAlthough wewere willing to provide folland additional services to the customer at no charge, we are notwilling to provide a refund for these services at this time