Zeck Ford

[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 me They overnighted title documents, worked out a deal to cover all late registration fees, and are paying to have a local dealership make a new key Regards, [redacted]

We are in direct contact with the customer to handle all issues and are extremely sorry for any inconvenience

[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 as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

We have spoken to the customer and the complaint has been taken care of

We believe the issue has been resolvedWe apologize for any inconvenience

Our Concern Resolution Manager spoke to the customer this morning. We are in the process of trying to rectify this situation for them

We are extremely sorry for any inconvenience we may have caused her.  We checked this morning and her account at Ally Financial shows a zero balance.

[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 me.
They overnighted title documents, worked out a deal to cover all late registration fees, and are paying to have a local dealership make a new key.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

This is in response to [redacted]’s complaint involving repairs Zeck Ford made to his 2012 Ford Focus. Mr. [redacted] contacted Zeck Ford via email to request service and inspection of his vehicle. He stated that he was out of the country and his vehicle had been in storage for three years and...

would like us to flush and replace all of his fluids and inspect the vehicle for any obvious repair issues.  We picked his vehicle up out of storage on July 5, 2017.  We changed the oil, flushed the transmission and coolant systems, replace the spark plugs, repaired his air conditioning and detailed his vehicle.  After his military discount, his bill came to $910.04 with tax.  We also fixed several oil leaks under warranty and performed all of the open recalls on his vehicle and returned the vehicle to storage on July 15, 2017.On August 5, 2017 Mr. [redacted] emailed on of our advisors and stated that during his trip he noticed that his vehicle:-stalls when accelerating to higher gear-shaking during initial acceleration and reversing-passenger side wiper jumps over the driver side wiper-wipers turn on when the vehicle is started and sometimes when turned off-fan belt makes squealing sound on initial start of engine and continues for several minutes Unfortunately, August 5th was a Saturday and that advisor was off causing us not to respond fast enough to his email.  So, Mr. [redacted] called into the Service department and spoke to [redacted]ny.  [redacted]ny addressed his issues explaining that his transmission has an extended warranty for the shuddering issue and all he needed to do was take his vehicle to a Ford dealer to get it fixed.  [redacted]ny also told Mr. [redacted] that all ford parts have a two-year unlimited mileage warranty on them.  This would cover him if something we did was wrong or the parts failed but at the time of our repairs we did not notice any of the issues he currently had.  But if he takes his vehicle to a Ford dealer in his area and they could relate any of his issues to our work we would stand behind our repairs and pay the dealer to fix the vehicle.   Mr. [redacted] is requesting the entire amount of the repairs we did.  Although we no longer have the vehicle here to diagnose his issues.  I believe our only fault was not being able to predict the parts that may fail on his trip from Kansas to California in a vehicle that has not been driven more than 15 miles in three years.

In regards to Guarantee or Warranty Issues with Ms. [redacted] 2013 Ford Focus After researching the history of Ms. [redacted] vehicle at this dealership: CUSTOMER STATES : VEHICLE SHUDDERS FROM STOPS TECH STATES : ROAD TEST, REPROGRAMMED PCM, TCM. PERFORMED TRANSMISSIONADAPTIVE LEARN...

PROCEDURE, PERFORMED PINPOINT TEST PER TSB 15-1020. ROADTEST, RECORD SHUDDER EVENT, TEST FOUND RPM DIFFERENCE LESS THAN 250RPM. TRANS WORKING AS DESIGNED 04/01/2016 RO#[redacted] CUSTOMER STATES: VEHICLE SHUDDERS FROM STOPS TECH STATES : [redacted] PERFORMED SHUDDER TEST PER WORKSHOP MANUAL AND VEHICLE IS WITHIN LIMITS. PROGRAM PCM/TCM PER TSB 15-0120 WITHINLIMITS.  We reached out to Ms. [redacted] via ###-###-####, leaving a message on 1/4/2017 and 1/5/17. She returned our call on 1/5/17 at 5:05pm. The conversation began with verification of customer and vehicle. Ms. [redacted] then began to describe the events that took place the last few times she had visited our vehicle in our dealership for “shudder at take-off”. It became evident with her description of her visits that either she did not have a clear understanding of the “Shudder issues” that Ford has been having in the last few years in regards to 2011-2015 Ford Focus and Fiestas and/or no one had taken the time to explain the tests, parameters her vehicle had to meet before a dealership could repair/replace parts in her vehicle, job aids, and extended warranties that Ford had put into place for her vehicle in regards to this issue. We then went over the extended warranties that Ford had for her vehicle, [redacted] Certain 2011 through 2014 Model Year Fiesta and Focus Vehicles Equipped with a DPS6 Automatic Transmission - Transmission Clutch Shudder / Transmission Input Shaft Seal Warranty Extension, and 14M02 Certain 2011 through 2015 Model Year Fiesta and 2012 through 2015 Model Year Focus Vehicles Equipped with a DPS6 Automatic Transmission - Transmission Control Module Extended Warranty Coverage, [redacted] giving her 7 years/100,000 from warranty start date, whichever occurs first, and 14M02 giving her extended coverage 10 years/150,000 from warranty start date, whichever occurs first. After explaining the tests and procedures that a dealership has to follow furnished to us by Ford Motor Co she stated that now she understood what was going on with her vehicle and had gotten much more info from us in regards to this concern than she had from her previous advisor. Based on the description she gave on how her vehicle had been performing as of late in regards to the “shudder” we asked her if given the opportunity, would she like to perform the variety of tests slated for this concern again to see if we can duplicate her concern to see if it reaches Ford parameters for further repairs. However, we did state to her that Ford is continuously revising parts and programming in regards to this concern so she is aware even if her vehicle reached Ford parameters for repair it may be likely that her concern could return. She stated she understood. She was however disappointed that if may not correct her issue, and would love to give us another opportunity. With that being said we set her up with a different advisor, [redacted], (previous advisor no longer here), set up a loaner vehicle for her, and made an appointment on Thursday, Jan 12, 2017, drop off at 5:30pm. We also alerted the shop foreman and service manager of her concerns and they are aware of her upcoming appointment. It is our belief that Ms. [redacted] has sufficient information regarding the Ford transmission concern and the lengths Ford Motor Co. and Zeck Ford are will to go to try and correct the said transmission issue. We instructed Ms. [redacted] if she had any questions, concerns, comments, etc. to please feel free to contact [redacted] (Service Concern Resolution Manger) anytime and if she was not available to speak to her new advisor, [redacted]. She also stated at the end of the conversation how much she appreciated us reaching out to her and was looking forward to her upcoming appt.

We are in direct contact with the customer to handle all issues and are extremely sorry for any inconvenience...

I contacted Mr. [redacted] personally as the owner.  We made a huge mistake with his title and now that I am aware of it, I am personally handling the issue.  I reassured him he has not be defrauded and that he will have his title soon.