Von
tulsa,#2UPDATE Employee
Thu, August 04, 2011
Our Response:
We had our shop check this vehicle over before putting it on the lot for retail sale, and it seemed to be in relatively good shape for the mileage. It had 114,404 miles on it when we ran it through the shop, then we sold it to Terry.
The vehicle was brought in to us after another shop had attempted some repairs. We replaced the #4 fuel injector, and had to tighten down all injectors to factory specs because they were improperly torqued by someone, which caused the injectors to back off and create a running problem. We also had to reinstall a body mount that someone had installed upside-down. We did not charge the customer ANY money for these repairs, in an effort to keep him happy.
Several months later, the truck developed another problem. Terry brought it back to us, and we told him we would TRY to figure out the problem. (Understand, this is a FORD diesel truck, not a CHEVROLET). However, when we told him that he would have to pay the normal diagnostic charges in the service department, he asked for his truck back and said he would handle it.
This truck was purchased in June of 2010 and we do not know how the truck has been used or treated. In an attempt to satisfy the customer, we have given him a FULL refund of the purchase price of the service contract he bought. We did not pro-rate the refund as is the normal procedure, we gave him a full refund. We supplied Terry with loaner vehicles every day his truck was in our shop. We have spend around $4,000.00 on this truck and charged the customer nothing, in addition to refunding his service contract with full refund.
We feel that we made every effort to keep the customer happy.