- Report: #408293
Complaint Review: Veterans Ford - Metairie Louisiana
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Author Confirmed
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Veterans Ford
3724 Veterans Blvd. Metairie, 70002 Louisiana, U.S.A.
Phone:
504-887-8410
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Veterans Ford, Robert T Weinmann fraudulent charges Metairie Louisiana
*REBUTTAL Owner of company: Rejected by the BBB, American Express and the state Attorney General
*REBUTTAL Owner of company: Rejected by the BBB, American Express and the state Attorney General
*REBUTTAL Owner of company: Rejected by the BBB, American Express and the state Attorney General
*Consumer Comment: IM A CERT. MECHANIC OF 25 YEARS
As you know I am disputing the charges for service on my 2005 Ford, dated 11-13-2008 by Veteran's Ford. They over-charged me approximately $756.00.
My son took the car to Veteran's Ford in Metairie, LA for an oil change because the indicator on the dash said the car needed such. He requested at that point, only an oil change. Later he received a call from Veteran's and was told the car needed a 30,000 mile service. That was odd because the car had 40,000 miles and really only needed a 5,000 interval service at most. At that time he asked that the wind-shield wipers be replaced. When he went to get the car, the bill was $860.44. He asked why the bill was so high, and was informed that labor is high these days.
Anyone who has ever owned an automobile knows that an oil change and wipers does not cost anywhere close to $860.00. My son Christopher was in no position to argue with the Veteran's service department about the details of the bill, because he had no way to get home without the car.
The attached bill shows many service items, which were not requested (or mentioned by the Veteran's Ford service attendant) nor required. Also, the company added various non-Ford products, which were not requested and certainly not required. In particular:
1.The coolant was flushed and replaced, and expensive non-factory additives were billed for as well as supposedly' installed. It so happens that this particular automobile has a Ford Gold coolant. Gold coolant is not supposed to be changed until 100,000 miles. It should not have been replaced. Every Ford dealer in the United States knows this.
2.There was a fuel induction service' charge. There was absolutely no request for such a service. This particular service would never have to be done on a car with such low mileage. Especially since it was not requested and never mentioned. In fact this test is quite rare on a car with less than 100,000 miles.
3.Veteran's performed a battery service'. There was no request for any kind of battery service. There was no electrical problem in the car.
4.Veteran's charged $99.00 for an oil filter. There is not an oil filter in the United States that costs $99.00, except this particular one at Veteran's. In fact, the normal charge for this oil filter is approximately $5.00.
5.There were $98.00 in charges for non-Ford products.
Ford recommends service on this car every 5,000 miles. The normal charge for a 40,000 mile check-up, which would include an oil change and tire rotation (which was not done), is approximately $57.00. Adding wipers to the car (2 front and one in the back) would be an additional $47.00. In fact, there was no request for a rear wiper replacement. The total for the job requested would be $104.00. This price includes labor and (according to Ford Motor Company) would be fairly uniform nation-wide.
Since the car had 40,000 miles on it, the question is, why was a 30,000 mile service even suggested? The reason of course is that a 30,000 mile service generally has a substantially higher charge about $100.00 more than a 40,000 mile service. There was no basis for Veteran's to perform a 30,000 mile service, because a 30,000 mile service had been performed on the car sometime ago. After all, the car had 40,000 miles on it, and whoever heard of servicing a car by past mileage.
Clearly, there would be no way that my son's request for an oil change and wipers could even remotely cost near the $860.44 charges.
Before I had a chance to fully research the Veteran's Ford bill, I wrote the President of the dealership, Robert Weinmann, and requested the bill be adjusted. I received a call from the service department of Veteran's Ford after I wrote Mr. Weinmann. I was informed by the individual with whom I spoke, who identified himself as a service manager, that my son authorized' these extensive services. That is an out and out lie. I told this person, that I would like to settle this matter for the price of the requested service. I state again, the only service requested was an oil change and the replacement of the front wind-shield wipers. Specifically, the cost should have been $104.00. I expect a credit on my account for the balance of $756.44.
My Ford Freestyle, has New Mexico plates on it. I think that New Orleans/Metairie, LA is a very active tourist area. The dealership clearly thought that my car being registered in New Mexico, gave them a license to steal and that I was too far away to do anything about it We'll see.
I would appreciate the cooperation of American Express in this matter, as I intend to pursue this fraud to the fullest extent.
J F J
Carlsbad, New Mexico
U.S.A.
My son took the car to Veteran's Ford in Metairie, LA for an oil change because the indicator on the dash said the car needed such. He requested at that point, only an oil change. Later he received a call from Veteran's and was told the car needed a 30,000 mile service. That was odd because the car had 40,000 miles and really only needed a 5,000 interval service at most. At that time he asked that the wind-shield wipers be replaced. When he went to get the car, the bill was $860.44. He asked why the bill was so high, and was informed that labor is high these days.
Anyone who has ever owned an automobile knows that an oil change and wipers does not cost anywhere close to $860.00. My son Christopher was in no position to argue with the Veteran's service department about the details of the bill, because he had no way to get home without the car.
The attached bill shows many service items, which were not requested (or mentioned by the Veteran's Ford service attendant) nor required. Also, the company added various non-Ford products, which were not requested and certainly not required. In particular:
1.The coolant was flushed and replaced, and expensive non-factory additives were billed for as well as supposedly' installed. It so happens that this particular automobile has a Ford Gold coolant. Gold coolant is not supposed to be changed until 100,000 miles. It should not have been replaced. Every Ford dealer in the United States knows this.
2.There was a fuel induction service' charge. There was absolutely no request for such a service. This particular service would never have to be done on a car with such low mileage. Especially since it was not requested and never mentioned. In fact this test is quite rare on a car with less than 100,000 miles.
3.Veteran's performed a battery service'. There was no request for any kind of battery service. There was no electrical problem in the car.
4.Veteran's charged $99.00 for an oil filter. There is not an oil filter in the United States that costs $99.00, except this particular one at Veteran's. In fact, the normal charge for this oil filter is approximately $5.00.
5.There were $98.00 in charges for non-Ford products.
Ford recommends service on this car every 5,000 miles. The normal charge for a 40,000 mile check-up, which would include an oil change and tire rotation (which was not done), is approximately $57.00. Adding wipers to the car (2 front and one in the back) would be an additional $47.00. In fact, there was no request for a rear wiper replacement. The total for the job requested would be $104.00. This price includes labor and (according to Ford Motor Company) would be fairly uniform nation-wide.
Since the car had 40,000 miles on it, the question is, why was a 30,000 mile service even suggested? The reason of course is that a 30,000 mile service generally has a substantially higher charge about $100.00 more than a 40,000 mile service. There was no basis for Veteran's to perform a 30,000 mile service, because a 30,000 mile service had been performed on the car sometime ago. After all, the car had 40,000 miles on it, and whoever heard of servicing a car by past mileage.
Clearly, there would be no way that my son's request for an oil change and wipers could even remotely cost near the $860.44 charges.
Before I had a chance to fully research the Veteran's Ford bill, I wrote the President of the dealership, Robert Weinmann, and requested the bill be adjusted. I received a call from the service department of Veteran's Ford after I wrote Mr. Weinmann. I was informed by the individual with whom I spoke, who identified himself as a service manager, that my son authorized' these extensive services. That is an out and out lie. I told this person, that I would like to settle this matter for the price of the requested service. I state again, the only service requested was an oil change and the replacement of the front wind-shield wipers. Specifically, the cost should have been $104.00. I expect a credit on my account for the balance of $756.44.
My Ford Freestyle, has New Mexico plates on it. I think that New Orleans/Metairie, LA is a very active tourist area. The dealership clearly thought that my car being registered in New Mexico, gave them a license to steal and that I was too far away to do anything about it We'll see.
I would appreciate the cooperation of American Express in this matter, as I intend to pursue this fraud to the fullest extent.
J F J
Carlsbad, New Mexico
U.S.A.
4 Updates & Rebuttals
Kwtrucks
Joliet,Illinois,
U.S.A.
IM A CERT. MECHANIC OF 25 YEARS
#2Consumer Comment
Sun, July 12, 2009
153 DOLLARS TO POUR LIQUID INTO THE TANK, OR "SPRAY" CLEANER INTO THE THROTTLE BOTTLE IS A SCAM..VERY COMMON UPCHARGE. rEPLACE COOLANT AT 40,000..PLEASE ANOTHER SCAM APPARENT. IF YOU HAD A MECHANIC TO GO OVER THE BILL ( NOT ONE OF YOURS) YOU WOULD BE EXPOSED AS A RIP-OFF
Veterans Ford
Metairie,Louisiana,
U.S.A.
Rejected by the BBB, American Express and the state Attorney General
#3REBUTTAL Owner of company
Wed, May 06, 2009
This complaint has no merit and has been rejected by the BBB, American Express and the state Attorney General. The following are the texts of letters sent to Mr. Joyce and to the numerous agencies to which Mr. Joyce filed complaints. In regards to a letter I received from Mr. Joyce expressing dissatisfaction with the service your son received at Veterans Ford on his 2005 Freestyle, I would first like to express that I understand your concerns with the cost of the service performed on the vehicle. However, let me assure you that we are not in business to take advantage of any customer. All the work performed on the vehicle was authorized by your son Christopher Joyce; we do not perform any repairs without prior authorization. Christopher was given a detailed explanation of the work that was to be performed and the cost to perform that work prior to starting the job. The work that was performed was recommended by Veterans Ford, based on our experience with driving and climate conditions in south Louisiana. Fords' service recommendations are based on normal climate conditions unlike the extreme heat and humid conditions found in our area. Christopher gave his number as a contact in regards to the service, on what was represented to us as his vehicle. In addition, at the time he picked up the vehicle, Christopher gave no indication that he questioned the work performed or the charges. It was our impression that he was completely satisfied with the repairs and the cost thereof. In the future, you may want to instruct Christopher to give your contact information when repairs are being done to your vehicle. This would avoid future misunderstandings. I apologize for any misunderstanding this may have caused you. However, I believe our service department had the best interest of the vehicle in mind when they performed the services. ***** The following is the text of the letter sent to the numerous agencies that Mr. Joyce filed complaints: I am writing in regards to the complaint filed by Mr. John F. Joyce II. As Mr. Joyce states his son Christopher did bring his vehicle in to Veterans Ford on 11/13/2008. He was met by our Service Consultant, Rusty. At that time, Christopher requested to have the oil and filter replaced on the vehicle. Rusty, responded with the price for that service ($39.95) and said that we would inspect the vehicle, advise if there were any additional services we would recommend and asked if Christopher wanted to wait or if he needed transportation. He opted for transportation and our dealership's shuttle brought Christopher to his destination. After the vehicle was inspected, Rusty called Christopher and recommended additional services on the vehicle based upon the mileage, age, condition and use of the vehicle. The vehicle was at about 40,000 miles and appeared not to have been properly serviced in some time, indicated particularly by a dirty air filter, corroded battery terminals and what appeared to be an original fuel filter. Hence, Rusty recommended: A 30,000 mile service ($399.95) which would bring the vehicle current in service for its mileage, which service would include: change oil and filter, replace air and fuel filter, replace PCV valve, service transmission, realign suspension, inspect and clean brakes and inspect belts, hoses, the exhaust system, the suspension system, the steering system, wiper blades, interior & exterior lighting, and many other items. All fluids, filters and parts used were Ford OEM. Servicing the induction system ($153.95) which we normally recommend every 20,000 miles, based on the inspection of the throttle plate which indicated carbon build-up. Carbon build-up decreases vehicle efficiency (fuel-economy) and acceleration response. Cleaning of the battery terminals ($30.00) which were moderately corroded and which if left unchecked would lead to poor electrical conductivity and eventually a no-start condition. New wiper blades ($74.74) which were in poor condition (dry and cracked). Wipers are a critical safety item, particularly in this wet climate. The blades provided were Ford OEM equipment. Cooling flush ($124.95) which showed fluid discoloration and which we recommend be changed on an increased frequency for vehicles in service in this area due to the harsher driving conditions and climate. The replacement fluid used was the Ford OEM synthetic based coolant specified for the vehicle. . Rusty explained each of these services to Christopher in detail with his rational for recommending each service along with a total price for the entire service. During that discourse, Christopher indicated the vehicle had not been serviced for many of these items in the past by saying he had never had his 30,000 mile service done and authorized all of the above recommended services. Christopher expressed no reservations regarding the price quoted and in fact, his only concern at the time was when the vehicle would be ready. Rusty promised the service to be completed the same day. When Rusty called Christopher to report the vehicle service was completed on time later that day, Christopher indicated his appreciation and indicated he needed a ride back to the dealership. Rusty dispatched our shuttle to pick him up and upon arrival at the dealership, Rusty went over all services that were performed along with the detail cost thereof. Christopher expressed his understanding and satisfaction with the work performed and paid for the work without challenge or issue. Again, at the time Christopher picked his vehicle up, he showed no indication of surprise or dissatisfaction with the services or price. Apparently, this matter only became an issue almost 10 days later when Mr. Joyce (Christopher's father) received his credit card statement and we were contacted by Mr. Joyce. At this time, we would like to respond to several of Mr. Joyce's specific issues: Fuel induction service In accordance with Rusty's recommendation and Christopher's authorization, we performed this service on the vehicle. This is not a test we perform. This is an actual service where we undertake a thorough chemical cleaning of the throttle plate and de-carbon the intake system, which includes a chemical cleaning of the valve train. Battery service In accordance with Rusty's recommendation and Christopher's authorization, we performed a cleaning of both battery terminals by removing the terminal connections, a chemical cleaning of the corrosion, the application of a corrosion preventative and the proper reseating and connection of the terminals. $99 Oil filter The oil filter provided actually cost $8.33 MSRP, but due to the way our repair order accounting system is set up and displays service charges, the cost for the oil filter appears to be $99.00. Conversely, the cost for the fuel filter, the air filter, 5 quarts of oil and the brake cleaner (which are all part of the 30,000 mile service) appear to cost $0.00. Non-factory additives All products used in our services are or meet Ford Motor Company service specifications. The fuel filter, air filter, PVC valve, wiper blades, radiator coolant and motor oil were all, without exception, Ford OEM replacement parts. Total cost - When the cost for services performed and authorized as listed above are totaled, they amount to $791.21 the exact amount for labor and parts as show on the repair order bill. With tax, the amount comes to $860.44. Again, these services were fully explained to and approved by Christopher. We are sorry that Mr. Joyce has had a issue with the services provided by our dealership. Our prices are extremely competitive and we pride ourselves on our high level of customer satisfaction. Please feel free to contact us should you have any additional questions. Thank You. Sincerely, Veterans Ford Robert T. Weinmann Owner
Veterans Ford
Metairie,Louisiana,
U.S.A.
Rejected by the BBB, American Express and the state Attorney General
#4REBUTTAL Owner of company
Wed, May 06, 2009
This complaint has no merit and has been rejected by the BBB, American Express and the state Attorney General. The following are the texts of letters sent to Mr. Joyce and to the numerous agencies to which Mr. Joyce filed complaints. In regards to a letter I received from Mr. Joyce expressing dissatisfaction with the service your son received at Veterans Ford on his 2005 Freestyle, I would first like to express that I understand your concerns with the cost of the service performed on the vehicle. However, let me assure you that we are not in business to take advantage of any customer. All the work performed on the vehicle was authorized by your son Christopher Joyce; we do not perform any repairs without prior authorization. Christopher was given a detailed explanation of the work that was to be performed and the cost to perform that work prior to starting the job. The work that was performed was recommended by Veterans Ford, based on our experience with driving and climate conditions in south Louisiana. Fords' service recommendations are based on normal climate conditions unlike the extreme heat and humid conditions found in our area. Christopher gave his number as a contact in regards to the service, on what was represented to us as his vehicle. In addition, at the time he picked up the vehicle, Christopher gave no indication that he questioned the work performed or the charges. It was our impression that he was completely satisfied with the repairs and the cost thereof. In the future, you may want to instruct Christopher to give your contact information when repairs are being done to your vehicle. This would avoid future misunderstandings. I apologize for any misunderstanding this may have caused you. However, I believe our service department had the best interest of the vehicle in mind when they performed the services. ***** The following is the text of the letter sent to the numerous agencies that Mr. Joyce filed complaints: I am writing in regards to the complaint filed by Mr. John F. Joyce II. As Mr. Joyce states his son Christopher did bring his vehicle in to Veterans Ford on 11/13/2008. He was met by our Service Consultant, Rusty. At that time, Christopher requested to have the oil and filter replaced on the vehicle. Rusty, responded with the price for that service ($39.95) and said that we would inspect the vehicle, advise if there were any additional services we would recommend and asked if Christopher wanted to wait or if he needed transportation. He opted for transportation and our dealership's shuttle brought Christopher to his destination. After the vehicle was inspected, Rusty called Christopher and recommended additional services on the vehicle based upon the mileage, age, condition and use of the vehicle. The vehicle was at about 40,000 miles and appeared not to have been properly serviced in some time, indicated particularly by a dirty air filter, corroded battery terminals and what appeared to be an original fuel filter. Hence, Rusty recommended: A 30,000 mile service ($399.95) which would bring the vehicle current in service for its mileage, which service would include: change oil and filter, replace air and fuel filter, replace PCV valve, service transmission, realign suspension, inspect and clean brakes and inspect belts, hoses, the exhaust system, the suspension system, the steering system, wiper blades, interior & exterior lighting, and many other items. All fluids, filters and parts used were Ford OEM. Servicing the induction system ($153.95) which we normally recommend every 20,000 miles, based on the inspection of the throttle plate which indicated carbon build-up. Carbon build-up decreases vehicle efficiency (fuel-economy) and acceleration response. Cleaning of the battery terminals ($30.00) which were moderately corroded and which if left unchecked would lead to poor electrical conductivity and eventually a no-start condition. New wiper blades ($74.74) which were in poor condition (dry and cracked). Wipers are a critical safety item, particularly in this wet climate. The blades provided were Ford OEM equipment. Cooling flush ($124.95) which showed fluid discoloration and which we recommend be changed on an increased frequency for vehicles in service in this area due to the harsher driving conditions and climate. The replacement fluid used was the Ford OEM synthetic based coolant specified for the vehicle. . Rusty explained each of these services to Christopher in detail with his rational for recommending each service along with a total price for the entire service. During that discourse, Christopher indicated the vehicle had not been serviced for many of these items in the past by saying he had never had his 30,000 mile service done and authorized all of the above recommended services. Christopher expressed no reservations regarding the price quoted and in fact, his only concern at the time was when the vehicle would be ready. Rusty promised the service to be completed the same day. When Rusty called Christopher to report the vehicle service was completed on time later that day, Christopher indicated his appreciation and indicated he needed a ride back to the dealership. Rusty dispatched our shuttle to pick him up and upon arrival at the dealership, Rusty went over all services that were performed along with the detail cost thereof. Christopher expressed his understanding and satisfaction with the work performed and paid for the work without challenge or issue. Again, at the time Christopher picked his vehicle up, he showed no indication of surprise or dissatisfaction with the services or price. Apparently, this matter only became an issue almost 10 days later when Mr. Joyce (Christopher's father) received his credit card statement and we were contacted by Mr. Joyce. At this time, we would like to respond to several of Mr. Joyce's specific issues: Fuel induction service In accordance with Rusty's recommendation and Christopher's authorization, we performed this service on the vehicle. This is not a test we perform. This is an actual service where we undertake a thorough chemical cleaning of the throttle plate and de-carbon the intake system, which includes a chemical cleaning of the valve train. Battery service In accordance with Rusty's recommendation and Christopher's authorization, we performed a cleaning of both battery terminals by removing the terminal connections, a chemical cleaning of the corrosion, the application of a corrosion preventative and the proper reseating and connection of the terminals. $99 Oil filter The oil filter provided actually cost $8.33 MSRP, but due to the way our repair order accounting system is set up and displays service charges, the cost for the oil filter appears to be $99.00. Conversely, the cost for the fuel filter, the air filter, 5 quarts of oil and the brake cleaner (which are all part of the 30,000 mile service) appear to cost $0.00. Non-factory additives All products used in our services are or meet Ford Motor Company service specifications. The fuel filter, air filter, PVC valve, wiper blades, radiator coolant and motor oil were all, without exception, Ford OEM replacement parts. Total cost - When the cost for services performed and authorized as listed above are totaled, they amount to $791.21 the exact amount for labor and parts as show on the repair order bill. With tax, the amount comes to $860.44. Again, these services were fully explained to and approved by Christopher. We are sorry that Mr. Joyce has had a issue with the services provided by our dealership. Our prices are extremely competitive and we pride ourselves on our high level of customer satisfaction. Please feel free to contact us should you have any additional questions. Thank You. Sincerely, Veterans Ford Robert T. Weinmann Owner
Veterans Ford
Metairie,Louisiana,
U.S.A.
Rejected by the BBB, American Express and the state Attorney General
#5REBUTTAL Owner of company
Wed, May 06, 2009
This complaint has no merit and has been rejected by the BBB, American Express and the state Attorney General. The following are the texts of letters sent to Mr. Joyce and to the numerous agencies to which Mr. Joyce filed complaints. In regards to a letter I received from Mr. Joyce expressing dissatisfaction with the service your son received at Veterans Ford on his 2005 Freestyle, I would first like to express that I understand your concerns with the cost of the service performed on the vehicle. However, let me assure you that we are not in business to take advantage of any customer. All the work performed on the vehicle was authorized by your son Christopher Joyce; we do not perform any repairs without prior authorization. Christopher was given a detailed explanation of the work that was to be performed and the cost to perform that work prior to starting the job. The work that was performed was recommended by Veterans Ford, based on our experience with driving and climate conditions in south Louisiana. Fords' service recommendations are based on normal climate conditions unlike the extreme heat and humid conditions found in our area. Christopher gave his number as a contact in regards to the service, on what was represented to us as his vehicle. In addition, at the time he picked up the vehicle, Christopher gave no indication that he questioned the work performed or the charges. It was our impression that he was completely satisfied with the repairs and the cost thereof. In the future, you may want to instruct Christopher to give your contact information when repairs are being done to your vehicle. This would avoid future misunderstandings. I apologize for any misunderstanding this may have caused you. However, I believe our service department had the best interest of the vehicle in mind when they performed the services. ***** The following is the text of the letter sent to the numerous agencies that Mr. Joyce filed complaints: I am writing in regards to the complaint filed by Mr. John F. Joyce II. As Mr. Joyce states his son Christopher did bring his vehicle in to Veterans Ford on 11/13/2008. He was met by our Service Consultant, Rusty. At that time, Christopher requested to have the oil and filter replaced on the vehicle. Rusty, responded with the price for that service ($39.95) and said that we would inspect the vehicle, advise if there were any additional services we would recommend and asked if Christopher wanted to wait or if he needed transportation. He opted for transportation and our dealership's shuttle brought Christopher to his destination. After the vehicle was inspected, Rusty called Christopher and recommended additional services on the vehicle based upon the mileage, age, condition and use of the vehicle. The vehicle was at about 40,000 miles and appeared not to have been properly serviced in some time, indicated particularly by a dirty air filter, corroded battery terminals and what appeared to be an original fuel filter. Hence, Rusty recommended: A 30,000 mile service ($399.95) which would bring the vehicle current in service for its mileage, which service would include: change oil and filter, replace air and fuel filter, replace PCV valve, service transmission, realign suspension, inspect and clean brakes and inspect belts, hoses, the exhaust system, the suspension system, the steering system, wiper blades, interior & exterior lighting, and many other items. All fluids, filters and parts used were Ford OEM. Servicing the induction system ($153.95) which we normally recommend every 20,000 miles, based on the inspection of the throttle plate which indicated carbon build-up. Carbon build-up decreases vehicle efficiency (fuel-economy) and acceleration response. Cleaning of the battery terminals ($30.00) which were moderately corroded and which if left unchecked would lead to poor electrical conductivity and eventually a no-start condition. New wiper blades ($74.74) which were in poor condition (dry and cracked). Wipers are a critical safety item, particularly in this wet climate. The blades provided were Ford OEM equipment. Cooling flush ($124.95) which showed fluid discoloration and which we recommend be changed on an increased frequency for vehicles in service in this area due to the harsher driving conditions and climate. The replacement fluid used was the Ford OEM synthetic based coolant specified for the vehicle. . Rusty explained each of these services to Christopher in detail with his rational for recommending each service along with a total price for the entire service. During that discourse, Christopher indicated the vehicle had not been serviced for many of these items in the past by saying he had never had his 30,000 mile service done and authorized all of the above recommended services. Christopher expressed no reservations regarding the price quoted and in fact, his only concern at the time was when the vehicle would be ready. Rusty promised the service to be completed the same day. When Rusty called Christopher to report the vehicle service was completed on time later that day, Christopher indicated his appreciation and indicated he needed a ride back to the dealership. Rusty dispatched our shuttle to pick him up and upon arrival at the dealership, Rusty went over all services that were performed along with the detail cost thereof. Christopher expressed his understanding and satisfaction with the work performed and paid for the work without challenge or issue. Again, at the time Christopher picked his vehicle up, he showed no indication of surprise or dissatisfaction with the services or price. Apparently, this matter only became an issue almost 10 days later when Mr. Joyce (Christopher's father) received his credit card statement and we were contacted by Mr. Joyce. At this time, we would like to respond to several of Mr. Joyce's specific issues: Fuel induction service In accordance with Rusty's recommendation and Christopher's authorization, we performed this service on the vehicle. This is not a test we perform. This is an actual service where we undertake a thorough chemical cleaning of the throttle plate and de-carbon the intake system, which includes a chemical cleaning of the valve train. Battery service In accordance with Rusty's recommendation and Christopher's authorization, we performed a cleaning of both battery terminals by removing the terminal connections, a chemical cleaning of the corrosion, the application of a corrosion preventative and the proper reseating and connection of the terminals. $99 Oil filter The oil filter provided actually cost $8.33 MSRP, but due to the way our repair order accounting system is set up and displays service charges, the cost for the oil filter appears to be $99.00. Conversely, the cost for the fuel filter, the air filter, 5 quarts of oil and the brake cleaner (which are all part of the 30,000 mile service) appear to cost $0.00. Non-factory additives All products used in our services are or meet Ford Motor Company service specifications. The fuel filter, air filter, PVC valve, wiper blades, radiator coolant and motor oil were all, without exception, Ford OEM replacement parts. Total cost - When the cost for services performed and authorized as listed above are totaled, they amount to $791.21 the exact amount for labor and parts as show on the repair order bill. With tax, the amount comes to $860.44. Again, these services were fully explained to and approved by Christopher. We are sorry that Mr. Joyce has had a issue with the services provided by our dealership. Our prices are extremely competitive and we pride ourselves on our high level of customer satisfaction. Please feel free to contact us should you have any additional questions. Thank You. Sincerely, Veterans Ford Robert T. Weinmann Owner
