Corwin Ford

Initial Business Response /* (1000, 5, 2016/06/23) */
On 06/03/2016 [redacted] called the front parts counter at Friendly Ford Inc and asked for the price of a new exterior door handle for her 2008 Ford Ranger. She was quoted a price for the part by the front counter parts employee [redacted] ...

[redacted] then asked what it would cost to install the handle on her vehicle, ** directed [redacted] to [redacted] in service for a quote on labor. [redacted] quoted [redacted] a price of approximately $125.00 parts and labor to replace the exterior door handle on the drivers side of her 2008 Ford Ranger. On 06/16/2016 [redacted] called to make an appointment with [redacted] to get the handle replaced, an appointment was set for the following day on 06/17/2016. [redacted] dropped her vehicle off to have the door handle replaced as quoted by [redacted] on 06/03/2016. When the vehicle was dropped off for repairs, It was noted that the door handle was broken and falling off just as [redacted] had described. A repair order was created which stated "replace drivers door outside handle" which [redacted] reviewed and signed. The technician replaced the drivers door exterior handle as per the service repair order. After replacing the door handle, the technician noted that the latch operation was not functioning smoothly and may need to be replaced in the future. [redacted] was advised of this and declined replacement of the latch, but wanted the latch and handle both replaced for the original quote of $125.00. [redacted] was told that if she wanted the latch replaced, it would cost an additional $200.00. The door was tested several times by the technician, [redacted] the service advisor and myself prior to releasing the vehicle. [redacted] was advised that door operates normally but may require a latch in the future. [redacted] was refusing to pay for the door handle that was replaced at her request and was told that she would have to pay for the repairs that she requested before she could pick up her vehicle. The door is operational, as it was opened by the porter when it was delivered to [redacted], she even opened the door herself when she got into the vehicle to leave the dealership. [redacted] requested for the broken door handle be replaced and it was replaced, and no charge was made to diagnose the latch. [redacted] received exactly what she requested and therefore Friendly Ford Inc will not refund the $125.00 for replacing the broken door handle.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I first got an estimate to fix my door and handle at Firestone. Their estimate was $180. I then called around to several other shops and Ford gave me a lower quote of $125 to repair my door and handle. I spoke with [redacted] and told him exactly what the problem was. It was made perfectly clear that I wanted my door repaired, not just a handle replaced that would not perform its basic function of opening the door. I dropped my truck off and several hours later I received a call from [redacted] who said the handle was replaced, but my door still would not open. He said I would need another part that was $200. I told him never mind then, don't fix it and that I could not afford $325 right now. He then said it was too late. They had already replaced the handle and the fact that it would not open was "not our problem". He said I had asked for the handle to be replaced and that's what they did. I told him that was absolutely ridiculous. I already had a non-working door handle prior, and who would pay $125 for something that didn't work properly. I asked to talk to a manager. He said he would give him the message, but couldn't promise he would call me. At that point I called Ford Corporate. They sincerely apologized for the situation, but could not help because this was a private shop. I then called the owner and left a message. I have yet to receive a call back from him. I then called the store back and asked for the manager [redacted] who was still out. A while later [redacted] called back again and said they were not going to fix the door correctly, but would put " a clip" on it, but it was only a temporary thing and would not fix the problem. I said what if it falls off tomorrow? Will you stand behind the work? He said no they would not and it was only a temporary fix, and I would need to pay them another $200 if I wanted it fixed correctly. I told him that was unacceptable and I wanted to speak to the manager. He said [redacted] told him to tell me that, and he again wasn't sure he would speak with me, but I could leave another message. Joel finally did return my call and was hostile and rude. He told me replacing the handle was all that I asked for and he wasn't going to supply the other part on his dime. He told me to come get my truck we are done! and hung up. I have never encountered this level of unprofessionalism from a business. I can understand the realization that another part was needed to fix my vehicle, but my biggest objection is that I was not informed of this prior to them completing part of the work. I expected Ford to stand by their quote or inform me prior to any work being done that the quote had changed. I would have picked up my vehicle and had it serviced at Firestone for their quote of $180. I was not given that opportunity. I was bated with a lower quote and then in the middle of the job told that I had to put up another $200 If I wanted it repaired fully. I will now still have to pay for the appropriate repairs at another shop. I DID NOT receive what I requested. When you get a part on a vehicle replaced you expect it will perform its basic function. This is a clear violation of implied warranty.
Final Business Response /* (4000, 9, 2016/06/27) */
[redacted] and I have spoken on the phone twice concerning her vehicle. There were two calls made from [redacted] to me, both were returned within 30 minutes. Our first conversation lasted for 11 minutes, I was never rude and certainly did not hang up the phone during our conversation. I had [redacted] sit in during the conversation to verify the facts and what was discussed between [redacted] and [redacted]. [redacted] stated that Firestone gave her a quote of $180 to fix her door handle and that they didn't diagnose the problem either. I asked [redacted] to call Firestone and verify what they quoted her for repairing her door, and verify that they quoted both a handle and a latch, she couldn't provide me with a quote stating that. [redacted] called the parts department at Friendly Ford first for a price on the door handle then contacted [redacted] in service for a quote on labor, she did not ask for a diagnosis but wanted the door handle replaced. When I returned the second call from [redacted] she immediately stated that she had contacted her lawyer, at that point I politely asked for her to come and get her car and we would not be preforming any further repairs to her vehicle. [redacted] received exactly what she asked for and charged for. The door on her vehicle operates as it should and the operation of that door was verified several times before it left the dealer. Friendly Ford stands behind the warranty of the door handle that was replaced but will not guarantee the latch since it was not replaced.
Final Consumer Response /* (4200, 11, 2016/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firestone did most certainly diagnose the problem. They took off the entire panel of my door and gave me the quote of $180 to fix the problem. I then called around to see if I could get a lower quote. When I called Ford I was given the quote of $120 for the same repair. I explained exactly what the problem was. I was not informed that I would need to have the problem diagnosed, as it already was diagnosed. The door handle was broken and my door would not open. Again [redacted] contacted me to say that the handle was replaced, but the door would not open without an additional $200. You have yet to respond to my biggest objection, which is that I was not informed of this additional amount that would be required until after work had been done. I was not given the opportunity to pick up my vehicle to have the repairs done elsewhere for less. I will still have to take my truck in for the appropriate repairs. Ford did not repair my truck as they implied. In addition the handle that was replaced was only attached on one side, a screw is missing on the other side and it remains unsecured to the door. They did a shoddy and incomplete job. I did contact an attorney for advice and was urged to first make a formal complaint as I have done. I have not received the work I asked for whatsoever, and I have encountered nothing but unfriendly and dishonest staff at this location.

Final Consumer Response /* (2000, 5, 2016/03/24) */
As od 5 pm today a compromise was reached with friendly ford.
.
Thank you for your effort and time.
[redacted]

Initial Business Response /* (1000, 5, 2017/04/04) */
Regarding this complaint, I have spoken with [redacted] and I believe her mother regarding their concerns. I have never spoken with [redacted]. During my conversations with both [redacted] and her mother via phone they expressed concerns over...

sales tax not included in the loan and the price of extended warranty that was purchased. I specifically told [redacted] I would be happy to go over the paperwork with her and Friendly Ford could cancel the extended warrant. The sales tax I could not include in the loan do to length of time from signing to notifying Friendly Ford. Since this conversation, I have heard nothing from Ms. [redacted]. Furthermore, I cannot really discuss any information with [redacted] since he is not the purchaser of the vehicle or on the loan.
Friendly Ford would be happy to meet with Ms. [redacted] as previously discussed to help with her concerns.
[redacted]
Used Vehicle Manager
Friendly Ford Inc