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Complaint Details
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Initial Complaint
04/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Our radio went out in our 2015 F-150 so we took it to Mcclary Ford to get it diagnosed. We paid them $161 to diagnose our truck so we could order the parts and fix it ourselves. They diagnosed, we paid their fee. We order exactly what they tell us to order **** 3.0 and when the part comes in it doesn't fit. We find it out it was actually the 2.0 that was needed. We had to wait another month for that part to come in. When the 2.0 **** came in, it fit, but that didn't fix our issue with our radio. Come to find out it wasn't the **** it was the **** Mcclary refuses to give us our money back for the wrong diagnoses.Business response
04/10/2024
Facts: Vehicle was diagnosed in December of 2023. Customer returned in April 2024 wanting refund. We did not do the work. Customer bought parts and had the repair done elsewhere. Had we done the repair and used **** parts we would have stood behind the diagnosis and provided a warranty.
Customer response
04/10/2024
Complaint: 21546994
I am rejecting this response because: We ordered what YOU diagnosed was wrong, that we PAID YOU TO DIAGNOSE. Why should we have to pay for a wrong diagnosis? The reason why it's ***** is because YOU said we needed an **** 3.0 that's what we ordered, that was wrong, it didn't fit. So then we had to wait ANOTHER month for the **** 2.0 to come in, that didn't fix our problem. It was the ***** that was RIGHT diagnosis that WE paid you to figure out but apparently couldn't. This was a 3-4 month process because YOU diagnosed it wrong. So essentially what you are saying is that you don't stand behind your diagnosis? That's great to know!
Sincerely,
*****************************Business response
04/11/2024
Yes we do stand by our repair if we do the work and parts.Customer response
04/11/2024
Complaint: 21546994
I am rejecting this response because:We didn't pay you for the repair, only to diagnose the truck. Y'all diagnosed it wrong, the part y'all said was bad, is still in the truck working FINE. I don't think y'all even took the touchscreen out because if you did, you would've known that the sync system we have is a 2.0 not a 3.0 like y'all said. Which it wouldn't have mattered because the apim wasn't bad like y'all said it was. It was a bad acm. So if y'all had done the repair it still wouldn't have worked because like I said the acm was bad not the apim, so I guess we would've just been charged for both at that point. How do you not see that y'all diagnosed it wrong? We aren't saying y'all did the repairs only the diagnosis. Which is why it took so long for us to bring to your attention because y'all had us on a wild goose chase trying to find the right part!
Sincerely,
*****************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.