Business ProfileforKen's Automotive & Transmissions

TERRIBLE EXPERIENCE,
I was having sporadic power steering issues with my 09 Ford Crown Vic.
Took my car to Ken's night drop Tuesday Feb.1 with a note "power steering". Feb. 2 received Ken's "Vehicle Health Assessment". Among the 19 issues such as brakes, rotors, wipers and battery, they found metal particles in the power steering fluid and recommended replacing the power steering pump and hoses at a price of $1,079. Friday the 4th Ken's called and said the pump and hoses have been replaced but the sporadic steering is not fixed. They said I needed an intermediate drive shaft at a cost of $620. I declined and went to get the car. $1,109 zero improvement with the steering now the installed pump was whining. Ken's rep. said the steering system needed more bleeding. I left the car over the weekend. Mon. the 7th. Ken's again said the pump needs replaced. Tuesday the 8 picked up the car no steering improvement. Wednesday the 9th made calls and an appointment with ******************. Thursday driving to ****'s my car started overheating. Long story short **** replaced the intermediate shaft and found the cooling fan UNPLUGGED. He plugged it in, working as designed.
Recap: Spent $1,109 for a power steering pump that did not fix my problem, and I'm lucky serious damage was not done to my car due to the fan being UNPLUGGED!

Hello Mr. *********,

After listening to the recorded phone call, it was clear that Amanda did attempt to explain to you what would be necessary to fix the steering, correctly, Unfortunately, you abruptly stopped Amanda, while she was reviewing the "Vehicle Health Assessment", with you.

Amanda only got as far as recommending the steering pump and you immediately, interrupted her and stated, " That's it, no more, I only want to fix the pump". You did not allow Amanda to advise you of the intermediate shaft or the other safety issues that need to be addressed with your vehicle for safe operation.

I do have other recordings between you and BJ, our Service Manager, where she is clearly advising you, that the intermediate shaft is also needed to completely repair your concern of the steering problem.

It is most unfortunate that we were not given the opportunity to communicate or convey the full extent of your repairs.

We are glad to hear that you were able to have ****'s finish the repair for you and your concern has been addressed.

We do recommend that you review the Vehicle Health Assessment and address some of the other safety items that need addressed for your safety and for others on the road.

If you have any questions please do not hesitate to call us.

We wish you well.

Donna M.
Owner

Hello Donna M,
The information you received is not correct. The Intermediate drive shaft was NOT on the initial "Vehicle Health Assessment"that was texted to me that I reviewed before my initial discussion with Amanda.
Amanda mentioned the intermediate shaft needed to be replaced, at an additional $620.00, AFTER the power steering pump was replaced at a cost of $1,129 and the steering was not corrected. At that time I said "$1129 was enough". I was not interested in discussing wiper blades, battery and tires. I'll come and get the car. When I went to pick up the car, and payed $1,129 I noticed the intermediate drive shaft had been added onto the "vehicle health assessment" deferred service heading. As I drove away from the shop I heard the newly installed pump was whining. I was told it needs "bleeding", can you leave the car.Three days later Amanda called and said the pump needs to be changed again.The next day I picked up my car and made an appointment with ******************. On the way to ****** my "engine temperature " warning light came on. Later the same day **** had the shaft replaced and found the cooling fan unplugged.
If I may ask, why was the fan unplugged? Is that necessary to replace a power steering pump?
What is unfortunate is that you were not given the correct sequence of communications between myself and your staff. Simply take a look at the original "Vehicle Health Assessment" that was texted to me. An intermediate drive shaft is not mentioned. Then take a look at the receipt I was given when I payed the $1,129, under "differed service"you will notice the intermediate shaft was added.
The way I see it is you guys had my car for 5 work days plus a weekend, charged me $1,129 for a power steering pump that did not correct my problem. Then tried to cover up your misdiagnoses by adjusting the "Vehicle Health Assessment " then the mystery of the engine cooling fan being unplugged plus butting heads for a week add up to very unprofessional service.
I will be happy to forward documentation upon your request.
Thank you
*****************

I'm sorry you have been misled on the sequence of conversations that I had with your staff. I would be happy to forward original documents.