ComplaintsforBill Pierre Parts Service

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car was scheduled for repair ,the estimated repair was about $1000 ,unfortunately it broke down and had to be towed to Bill Pierre Ford Part Services. My car was a **** **** ****** Wagon.They gave me a diagnosis on the repair an additional $1000 .On Nov 1 I went to pick up the car and I paid for the repair $2,136.01 ,the service adviser come and told me that there were other issues and the car will be no longer drivable . I was told to tow it away from the dealer ship.The service adviser told me that I will be receiving $1,750.00 refund. On Nov 20 I received a check only for $1,332.24. I was charged for all the parts were installed to the vehicle .The mechanic should have known at the beginning that the car was not fixable.I am very disappointed .My time was waisted waiting for the car to be repaired and also i was charged for the parts ,but the car is not repaired.I was expected full refund.

  Business response

  11/27/2023

  Thank you for sending us this complaint. I have reviewed and discussed this with our Service Manger that also spoke to ****** about the repair. 

  The vehicle was towed into ** running rough and stalling. 

  The technician findings were: EEC SELF TEST CODE P1131, MONITORED PID DATA AND FOUND SHORT, TERM FUEL TRIM AT 33%, TESTED FOR VACUUM LEAKS AND FOUND LEAKS AT INJECTOR AND INTAKE SEALS

  His repair was: REMOVED INTAKE AND RUNNER, REPLACED GASKETS TO INTAKE RUNNER, AND INJECTOR SEALS. CLEARED CODE, RESET KAM MEMORY. MONITORED PID DATA FOR FUEL TRIMS AND TEST DROVE, FUEL TRIMS BACK TO NORMAL.

  During this visit we also performed replacement of the engine drive belts and a belt tensioner and replaced a half shaft, all approved by the customer and we also provided a no cost loaner during the repairs. The vehicle was running well, and test drove fine. When the customer arrived to pick up the vehicle it drove to the front of the service drive but would not start again after that. We immediately put them back into the Enterprise loaner that we were paying for and next morning had the technician recheck the vehicle to find the maf sensor and oil pressure sensors now out of range so we replaced both of those and rechecked. Now the engine would run but was running very poorly and was rattling internally. The technician found the timing belt had stripped causing the engine to jump time. We replaced the timing belt and tensioner, and the water pump, but as the technician was filling the cooling system it was found that there was an issue with #2 cylinder as coolant was entering the cylinder. Because of the age of the vehicle, we have no way of knowing if the vehicle had been previously overheated or had other mechanical issues before or leading up to why it had to be towed into our shop.
  
  We informed the customer that the proper repair for this vehicle based on the large number of miles and the multiple problems is to replace the motor. We offered to help do it at a reduced cost because but they declined the work, chose to have the vehicle towed away and asked for a refund of all the repairs. We would not refund the half shaft repair, or the engine drive belts as those were proper and approved repairs. We did cover the $576.92 maf sensor, the oil pressure sensor, the cost of the rental car along with the timing belt and water pump that we had replaced.  

  We are sorry that the vehicle is having mechanical issues and are happy to assist if they would like to have them repaired or possibly find a newer vehicles with less miles that *** offer more reliability. 

  Regards,

  Luk *********

   

• Initial Complaint

  10/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Did you get my original complaint against Bill Pierre Ford? They charged me for a free recall from that I got in a letter from ****. They charged me $300 for a diagnosis of a problem when the light on the panel showed them the problem. They wanted to charge me almost $1200 to fix the problem.

  Business response

  10/19/2022

  Thank you for sending us this complaint, I reviewed the history with our Service Manager. *************** came to us with an *** light, The 21N11 Customer Satisfaction Program provide for a one-time repair of the Hydraulic Control Unit for the *** system. Page 2 of the recall notice (attached) states DTCs other than B1342, B1483 and B1676 should be diagnosed and resolved outside to this field service action. Her vehicle had a C1095 code related to the *** module, not the Hydraulic Control Unit.

  If anyone has additional questions please feel free to contact me at ************ or by email at *****************************************

  Regards,

   

  Luk

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