Reason for Visit: Service
I recommend this dealer: No
My Review of Palmetto Ford:
Text of letter sent to Palmetto Ford
I recently took my 1999 Ford F150 for service at your Savannah Highway Service Department. At the time, the truck would not start properly, and I believed that the faulty part was the starter.
I was very pleased that Matt Fusco was able to work in my truck on a Saturday. It is uncommon to experience such expedient accommodation, and I was greatly impressed.
I received my truck back Saturday afternoon, having received a new starter and a service bill of $452.61 I enjoyed a brief lunch, and then drove to the Citadel Mall to pick up my daughter and her friend. From there, however, the story is not pleasant. My truck experienced the identical failure that I had noted less than 24 hours earlier. I phoned Matt from the mall parking lot and was advised that no towing service was available. Further, I was advised to arrange for towing on my own, at my expense, and that reimbursement for the towing would be “considered” but not assured. After several hours, I managed to start the truck again and left the vehicle at your service department for repairs on Monday.
My truck was returned to me on Monday in satisfactory condition, this time having had its solenoid replaced. While this service was performed at no additional charge, your invoice confirms that the cost of solenoid replacement is less than $100.
In researching this matter, I have learned from other auto service professionals in this area that the manner in which the problem was addressed is unsatisfactory. My general understanding is that the sequence of events for determining necessary repairs should have begun at the battery terminal, proceeded to the solenoid, and ended with the starter.
It would appear that your technician elected the most costly option of replacing the starter rather than proceeding in an orderly fashion, which would have, in this case, been less costly to your customer. Such a practice forces me to seek future service elsewhere, as I now have little confidence in the integrity of your department.
I recognize that the replacement of larger parts allows the dealer to recycle engine components. My instructions were to return all parts. Despite my request, no parts were returned, nor was I allowed to inspect the old starter. Not only did this happen with the starter itself, but also with the replaced solenoid which is not subject to recycling or reconditioning.
In light of the circumstances described above, I would appreciate receiving a credit to my credit card for the difference in the cost of replacing the solenoid and starter. Should you have further questions or wish to discuss this matter, please call me at xxx-xxxx.
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