RV action line

Second Opinion

When time is available, it is always prudent to obtain several estimates before having automotive repair work done. However, this is often not an option with an RV.

While I was in Albuquerque, New Mexico, I experienced a problem with the headlight switch on my Ford F-150. I was also aware of just what had gone wrong, since a piece of the switch fell on my floorboard.

I took the truck to Bob Turner's Ford for repairs and was charged 1.7 hours labor time. Although one hour and 42 minutes seemed like a long time for an experienced mechanic to replace a headlight switch that simply plus in, I had the work done anyway.

When I returned home, I inquired about the charge at a local Ford dealership. I was told that it should have only required 0.9 hour for the repair. Based on this, I believe I was charged almost double for the work and at a price well above the industry average.

To substantiate my claim, I have enclosed a copy of the invoice in question along with a relevant page from Motors, the flat-rate book that my local dealer uses. I also understand that similar manuals such as Chilton's and Mitchell's show similar labor times. I seek a refund of $54.95, which I believe is the overcharged amount, and will appreciate anything you can do.

CHARLES LSHATTUCK

BEAVERTON, OREGON

Shattuck's concerns were shared with Bob Turner's Ford Country in hopes that a resolution could be worked out. In this case, the repair shop did not agree with the reader's point of view.

Thank you for your letter regarding a refund for Charles Shattuck. In arriving at figures charged for automotive work, we use an electronic time guide. Consequently, not all repair times suggested are reflections of what is actually charged. However we do have a very strict policy on estimating all repairs in writing prior to work actually being done.

Mr. Shattuck waited in our facility while his work was accomplished and was given just such an estimate before his repairs were started. He approved the estimate, the work was done, and he was not delayed any longer than necessary on his trip.

At this time, I am not inclined to modify an estimate or repair price which was originally agreed upon by all parties.

KEITH D. KELLEY

SERVICE MANAGER

BOB TURNER'S FORD COUNTRY

ALBUQUERQUE, NEW MEXICO

ENGINE CHANGE-OUT

Engine work is very expensive, especially when it's the entire power plant that needs replacing. Having serious troubles after such an exchange, a reader wrote "RV Action Line."

I have a complaint regarding an ATK North America remanufactured engine that I purchased in June 1995. The engine was obtained through the Auto Parts Club in Reno, Nevada, and came with a 3-year, 36,000-mile warranty.

When the engine was installed, it turned out to have a cracked head and a leak in the block. ATK then sent me a second one, but only partially paid for removing and replacing the first unit.

While traveling in Oregon in July 1997, I experienced engine trouble and needed to have one new valve and three valve seats replaced. This was with only 10,657 miles and 25 months on the replacement engine. I reported my situation to ATK who told me I had to ship them the engine head for inspection before they would pay for work performed. They also told me they would not honor their warranty if anyone else worked on the unit. This was even after two separate local garages had analyzed the damage and estimated repair costs.

I told ATK that it was unreasonable for me to remove and ship the engine from my temporary location in Oregon to their establishment in Santa Ana, California. Furthermore, this exercise would also leave me in a strange town for an unknown period of time without any transportation.

I believe that their response was just an excuse to evade their warranty responsibility. I have done everything that is reasonably possible to settle this dispute but to no avail.

PHIL BALDWIN

FALLON, NEVADA

We contacted the engine company with Baldwin's complaint to see if they would be more flexible in dealing with his concerns. They answered:

In response to your letter concerning Mr. Baldwin's complaint, I sincerely regret that he has experienced difficulty involving an ATK re-manufactured engine. I am also sorry for any inconvenience he may have suffered as a result of our product's failure.

I, personally, spoke to Mr Baldwin concerning this unfortunate matter and am pleased to report our conversation proved very productive. We were able to reach an amicable resolution, and I have since mailed a settlement check as promised. At the conclusion of our conversation, Mr. Baldwin said our concession of goodwill was very.fair, and thanked me for listening to his dilemma.

In addition to our remittance, Mr. Baldwin also received a gift certificate from the Auto Parts Club to use in any one of their locations. I appreciate the opportunity to respond to this inquiry and trust you will find my explanation satisfactory.

TODD THOMPSON

CUSTOMER SERVICE DEPARTMENT

ATK NORTH AMERICA

SANTA ANA, CALIFORNIA

TANK TURMOIL

Perplexed and dissatisfied with the stance that a service garage took over responsibility for repairs, a reader wrote:

Since we purchased a GMC 4WD oneton dualie truck in 1996, we have been unable to get more than three-quarters of a tank of diesel fuel in it. We took it to our local GMC dealer, who replaced the filler tube, but there was no measurable improvement. They then ordered a new fuel tank.

After removing the skid plates and dropping the original tank, the service manager concluded that the truck had been damaged because the tank was collapsed on two sides. He insisted we wrecked the truck and that we should call our insurance company for compensation.

After our vehicle was held hostage until we received the insurance money and paid the entire tab, we drove one mile to a filling station and could only get 20 gallons of fuel in an empty 34-gallon tank. We believe the original tank was somehow sucked in from internal pressure and the new one will turn out the same way. If eel wronged and don't have any idea where to proceed from here. Any ideas or help will be appreciated.

ARDELL HowARD

GOETZVILLE, MICHIGAN

Howard's concerns were forwarded to Sadler Motors, the garage where his tank repairs were made. They responded:

After examination of Mr. Howard's fuel tank by our mechanic and service manager, they felt the damage to the device was caused externally. We checked for service bulletins or recall campaigns and found none pertaining to fuel tanks being crushed internally.

We replaced Howard's fuel tank and sending unit. As far as we know, these are still functioning properly. If he is still having a problem or experiences one in the future, I would suggest he contact us so we can correct it. Mr. Howard still has a GMC warranty good for 36 months that will pay for any defects in materials or workmanship.

RICK SADLER

PRESIDENT

SADLER MOTORS INC.

SAULT STE. MARIE, MICHIGAN

SERPENTINE SITUATION

Having no luck getting a warranty issue straightened out with a manufacturer, a reader requested help from "RV Action Line."

I have been experiencing problems with the serpentine belt on my 1993 Ford turbodiesel pickup truck. Repairs and adjustments under warranty have been made to the belt on four occasions at Ford dealerships. Now when the warranty has expired, the belt has broken again.

Since I have been traveling full-time, I was unaware that there was a recall on this issue. However, when I returned to my home area, I became aware of it.

I took my repair receipts of work previously done and my recall notice to a Ford dealership in Lewiston, Idaho. They promptly lost them. I have called Ford Motor Company in Detroit and also written, but have received no answers from anyone. Can you help?

JAKE VAN DE BRADE

LENORE, IDAHO

Ford's reply:

You recently received a letter from Mr. Van De Brade regarding concerns with his vehicle. We do not have his telephone number in our records, which has prevented our office from contacting him.

We have forwarded the customer a letter requesting that he speak to our office in order to discuss his concerns. Thank you for the opportunity to review this matter.

KRIS KELLER

OWNER RELATIONS OPERATIONS

FORD MOTOR COMPANY

DETROIT, MICHIGAN

Van De Brade wrote a subsequent letter to "RV Action Line," which provided us with information on the end result of our inquiry. In it he stated that, after a year of trying and our intervention on his behalf, he had finally received a refund check from Ford.

Copyright T L Enterprises, Inc. Jun 1998
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