Complaint Category: None of the Above - Customer Service Complaint Issue
Complaint: I was charged for unnecessary repairs and over charged for labor.
While traveling with my family from Miami, FL to Atlanta, GA, on Christmas Eve, we had car trouble. The day after Christmas, 12/26/12, I took my 2007 Ford Edge to David Ragan Ford to have the problem diagnosed. The diagnosis reviled that a coil was out. They told me they could replace "it" the following day. We rented a car and proceeded to our destination. I called them the next day, 12/27/12, and they told me that all six coils had to be replaced and after replacing them they learned that the engine module was bad and had to be replaced also. I questioned the necessity of all the repairs. They insisted that everything had to be done or they could not do any repairs. They informed me that the module was warranted for 80,000 miles, but my car had 86,000 miles and was no longer covered. They claimed that when they change the module that they would have to charge me to reprogram the keys. I requested to speak to the General Manager, but the person in service said he was not available that day. I addressed my concerns with *****, the service supervisor, to no avail. By now we were tired and frustrated. Because we were traveling a long ways from home, I paid the $2500.83 with a Visa card. I requested all of the parts that were replaced. They gave me 6 coils, but said they threw the spark plugs in the trash and had to return the engine module back to "FORD" and couldn't give me that. I asked why they couldn't give it to me and had to return it to Ford if it wasn't covered under the warranty? ***** said that "they just had to". Now I was suspicious as to whether or not the engine module was changed ore cleaned. They wouldn't give me the module they claimed to have replaced and suddenly I no longer needed to have my keys reprogrammed for the new module. Reluctantly we left the dealership hoping our car troubles were behind us. However, after 86 miles of driving towards Atlanta, the check engine symbol came on. I called David Ragan Ford and was told that it was probably the converters, which they tried to get me to repair, but to go to any Ford dealer for a drivability diagnosis.
I took my car to *********** Ford in Morrow, GA, where they looked at the bill and immediately said I had been taken advantage of at David Ragan Ford and that the folks at David Ragan Ford should be ashamed of themselves for what they did. They charged me $59.95 for the diagnosis and informed me that it was the O2 sensor and not the converters. They checked the coils that were returned to me and found that 5 were good and only 1 was damaged. They couldn't tell if the engine module (PCM) was cleaned or replaced. They also said that it appeared that David Ragan Ford charged me separately for each coil, instead of the coil assembly, and also charged me labor to replace the spark plugs. The service Advisor at *********** also told me that there was no reason for David Ragan Ford to keep the engine module (PCM) unless it was returned under the warranty. Consequently, I believe that I was taken advantage of and over charged for repairs I didn't need. I was charged twice for labor ($100 and $600), for 6 coils ($886.50) the Engine Module ($674.18) spark plugs ($48) 3 gaskets ($36.96) plus $40 for shop supplies. I should have only been charged for 1 coil, 1 spark plug plus labor and taxes for the engine module they returned and was reimbursed for.
I believe that I was taken advantage of and over charged for repairs I didn't need. I was charged twice for labor ($100 and $600), for 6 coils ($886.50) the Engine Module ($674.18) spark plugs ($48) 3 gaskets ($36.96) plus $40 for shop supplies. I only needed 1 coil, 1 spark plug plus labor and taxes for the engine module. The spark plugs and coils had to be removed when the Engine Module (PCM) ($674.18) was replaced. I was charged seperate labor for replacing the spark plugs and coils that I didn't really need.
I should be reimbursed for the diagnosis they used to make repairs and 1/2 labor cost.
Business' Initial Response
Contact Name and Title: ****** ******
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@davidraganford.com
We advised Mr. ****** of the work being done to his vehicle as it was being performed. The 6 coils were replaced so no refund can be offered and as far as a coil assemby price we are not familiar with that. The coils cannot be properly tested without placing them back on the engine and I'm sure that wasn't done. As far as the engine module being returned to Ford; that was because the part has a $125.00 core charge. Mr. ****** was told he would have to pay the $125.00 or we would keep the part and return it for our core credit. The new module was installed on the engine. The spark plugs were not kept as should have already been replaced before 86,000 miles so that should not have been questioned. We did explain that the check engine light could come on soon as the converters need to be replaced. The new 02 sensor installed by ***** Ford will eventually go out due to the bad converters. We would like to have the advisors name from ***** Ford as we have a close relationship with them and the owner and I would like to question the advisor about him comments. If you can get me his name or if not I will call **** *****, the owner and discuss this with him. We feel the work performed here and the parts used are necessary for the needed repairs and the request of Mr.****** is denied. Any further questions on this need to be directed to ****** ******. day XXX-XXX-XXXX cell XXX-XXX-XXXX
Consumer's Final Response
David Ragan Ford also charged me for having the problem diagnosed, even though they needed the diagnosis to do any repairs. That's classic "Highway Robbery" no matter what they say.
Business' Final Response
In reference to Mr. ****** complaint of 03/14/2013 we hopefully can explain the steps in repair work in our service department. Upon taking a vehicle in we do have a diagnosis charge as with today's vehicles it does not pay to "hit and miss" on the necessary repairs. Sometimes; after the diag is performed a customer may not choose to have the repairs done but in most cases as this one our customer did choose to do the necessary repairs. In the final bill we charge for diagnosis separate from repairs as this is two different operations but the FORD factory guidelines are used in posting both charges.
We hate that Mr. ****** continues to questions our work ethics here and hope he will eventually see that the repairs and charges to him were in-line and necessary. We hope he is getting satisfactory service from the work that was peformed at ***** ****** Ford and hopes now he can see that both charges were justified.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.