Complaint Review: ARIZONA AUTOMOBILE ASSOCIATION - FORD MOTOR COMPANY - PHOENIX Arizona

Update #264173 8-16-2008 Having filed a complaint on 1-8-07 to expose dishonest employees it seems AAA Arizona Inc. is not willing to admit to any wrong doing. They keep trying to cover this dispute with a variety of tricks. This was my request to them on 1-8-07 when this dispute started. I would like an honest, competent technician to inspect my engine compartment and I will demonstrate and prove my points. I would like monies refunded to me for these overcharged services. The car is on my carport to be viewed by any AAA Corporate Staff Rep at any time. I am available for any additional information you may want. I would like to expedite this matter as soon as possible so I can get needed services on power steering and engine ignition system. Sincerely, Charles H McClung Member # 343092000 2 This matter was handled by Randy Nowell who made no effort other than use delaying tactics as I sought to get help from independent third parties. This is not a frivolous matter. Phoenix, Ariz. March 17, 2008 Today, chief executive officer (CEO) Jim McDowell of AAA Arizona, the state's largest membership organization and advocate for motorists and travelers, announced that the board of directors has appointed Michael Tully the new president of the auto club. May 2008- Randy Nowell is no longer with AAA Arizona as Business Manager. June 16 2008 Mr. Charles H. McClung 5950 E Missouri Avenue Lot 31 Glendale, AZ 85301 Dear Mr. McClungWe have received notice from AAA National office that you have forwarded your complaint to them. This is to inform you we have closed this complaint after receiving a favorable ruling in the courts regarding this matter. We have notified the AAA National office that this case is closed. Thank you, Donald J. Nunnari Vice President Membership Products and Service CC: AAA National Office The above letter copied and retyped from original to fit this format. (signed copy on file) favorable ruling in the courts Randy Nowell did not file a counterclaim with the Court. I filed application for DEFAULT as required to keep this matter in the court. The document I received (JUDGMENT) plainly marked---Plaintiff awarded nothing--- Defendant awarded nothing. Court record ( PUBLIC INFORMATION) I will share with AAA National and any other Interested parties It now seems that this matter will be handled by President Mike Tully, CEO Jim McDowell at the Corporate level.

Update #264173 Arizona Automobile Association--Ford Motor Co. 1994 Mercury was towed to AAA Auto Repair, Peoria Arizona. on !2-22-06 and was there until I took it out on 1-2-07. Lorenzo Foster (Service Advisor) is the only contact I had during this time. We met in parking area on 12-22-06 had telephone conversations and met again when I picked up car on 1-2-07. The car was never seen by Randy Nowell (Business. Manager.). The only contact I had with Gary Bons (Ser. Mgr.) was on 1-3-07 with Lorenzo Foster and I questioned the need for radiator replacement. The conversation lasted less then three minutes The only decision made was I would receive refund of $201.98 overcharge on a gallon of coolant. I would have to wait 7-10 days for refund. On 1-8-07 I filed this complaint with Arizona Automobile Association. COMPLAINT: In my Inquiry # 18597 to AAA Arizona I said that parts were put on car that was not needed (Radiator). I was charged for a service that was not performed (Replace Manifold Gaskets). I can show why I believe that Radiator did not burst. I can prove gaskets were not installed as engine components were not removed in order to get intake manifold out .. I would like an honest, competent technician to inspect my engine compartment and I will demonstrate and prove my points. I would like monies refunded to me for these overcharged services. All I ever wanted from this Auto Repair was honest value and service. The car is on my carport to be viewed by any AAA Corporate Staff Rep at any time. I am available for any additional information you may want. I would like to expedite this matter as soon as possible so I can get needed services on power steering and engine ignition system. This complaint was answered on 1-19-07 (10days) later after a brief phone call from Randy Nowell on 1-18-07, At that time I told him the MANIFOLD was never removed from car to install gaskets. ON 1-18-07 I TOOK OVER 40 PICTURES OF ENGINE COMPARTMENT TO PROVE TO ALL PARTIES THAT THE SERVICES WERE NOT PERFORMED. I STILL HAVE THIS EVIDENCE. This is Randys answer to my complaint--sent by E-mail on 1-19-07 ANSWER: Dear Mr. M----, Thank you for taking the time to talk with me yesterday. I have interviewed the technician who worked on your car and also the service manager at our Peoria shop and I have reviewed the associated documentation. I am confident that the work that you paid for was both needed, and performed correctly. I want to invite you to bring the car back to our Peoria facility so that the mechanic, Joe, and service manager, Gary, can review with you what was done and explain in detail the procedures used to complete the work. Joe, the mechanic who worked on your car is a very honest, competent, and skilled technician and I'm confident that you will agree with that assessment after meeting him and talking with him about the repairs. I am concerned that you still have an oil leak, and that you mentioned some other problems with the car and I would like to offer a free inspection and diagnosis of any additional concerns you have as a goodwill gesture. We would like you to be present while we inspect the car for any remaining leaks - that way the technician can also explain and show you what the problems are. You can call me at 602-650-2778, or Gary at 602-308-3017 to make an appointment On 1-19-07 I filed a complaint with Better Business Bureau asking for help in this matter. COMPLAINT: AAA AUTO REPAIR 7422 W THUNDERBIRD PEORIA AZ PEORIA AZ 85381 Complaint Description: Problem date 1-2-07, on this date I paid for repairs on my daughters car. After looking over invoice #0000751 I discovered an overcharge of $201.98. I returned on 1-3-07 to repair shop and demanded a refund of this overcharge.( I have documents detailing what transpired in my dealings with this Repair Shop from 12-22-06 to 1-3-07.) I will make these papers/documents available to any and all interested persons. As an AAA member filing a complaint against their employees, how can they honestly represent me? I believe this is a conflict of interests. I would like BBB to act as arbiter in this dispute. I would like to add other material, witnesses and documents as they become available. I will make car available to any and all interested parties and demonstrate my position on this matter. Your Desired Resolution: An honest and fair settlement as agreed to by parties after arbitration hearing. Not getting any help from BBB, I filed a complaint with Arizona Attorney Office asking for their help in this matter. , 26Circumstances: Brief History: I have a complaint in writing with AAA Auto Repair that started on 13-07. Have met and discussed it with Gary, (Ser. Mgr.) and Lorenzo Foster (Service Advisor) Have letter from Randy Nowell, (Bus. Mgr.) who ignored my request. Filed complaint with BBB on 1-19-07. As of this date 1-29-07 there seems to be no response from this Auto Repair. My complaint is that a part (Radiator) was installed that was not needed. I was charged for a service that was not performed. (Install intake manifold gaskets) I can prove this service was never done. I am preparing documents and other evidence to present my case at BBB. (I will send these documents to you in a few days as I feel Auto repair will not appear for a hearing). I am 78 years old. I am credible and knowledgeable in the service, repair and manufacturing of automobiles. This complaint is serious as this is fraud on the part of the Auto Repair. You may reach me at XXXXXXXXX any time if you want more information. Thanks for any help you can give. After a letter from Arizona Attorney General stating they could not help, however I could pursue this matter in the Small Claims Court. I filed this matter on 5-1-07 with Manistee Justice Court Surprise Arizona. Manistee Justice Court Case # CC 2007081822SC Arizona Automobile Association (Defendant) AAA Auto Repair 7422 W Thunderbird Peoria Az. May 1 2007 Complaint I am suing the AAA Auto Repair for their failure to properly service the 1994 Mercury and return it to me in the condition that met all the terms and conditions of the service agreement (Invoice # 0000751) BACKGROUND: I have a complaint in writing with AAA Auto Repair that started on 1-3-07. Have met and discussed it with Gary, (Ser. Mgr.) and Lorenzo Foster (Ser. Advisor). Have letter from Randy Nowell, (Bus. Mgr.) who ignored my request. My complaint is that a part (Radiator) was installed that was not needed. I was charged for a service that was not performed. (Install intake manifold gaskets) I can prove this service was never done. Any owner of a Ford product can fall victim to this scam that I encountered at AAA Auto Repair, Peoria, AZ. We are led to believe, (owners of Ford products with the V-8 281 4.6 L Engine) that the intake manifold must be removed to install heater pipe on this engine. The manifold is NOT removed as WAS this case on my daughters car, a 1994 Mercury Grand Marquis. They disguise this by showing on invoice as "Replace intake manifold gaskets". Heater pipe is listed under parts. Invoice shows no labor charge to install. This pipe not visible to owners, so they do not know if it needs replaced. This scam is probably being used in service departments and repair shops all over the country. The removed pipe was replaced September 2005 at Thunderbird Automotive in Phoenix, AZ. Gary Bons, Lorenzo Foster, Joe W. did conspire and used fraudulent and deceptive methods to make repairs on the 1994 Mercury as I have stated above. CONCLUSION: I am asking this court to hold the AAA Auto Repair liable for willful failure to perform in an honest manner and charging me for services and parts not needed and enter a judgment against them. Therefore, I am asking for a judgment against AAA Auto Repair for the sum of 950.85 as well as the document preparation costs to file this complaint, as well as the court costs and fees, necessary to bring this matter before the court. A fair settlement from AAA Auto Repair. I would agree to receive all labor charges and price of the intake manifold gaskets not used. AAA Auto Repair would keep profit made on parts. Being under oath, I affirm I am one of the parties in this action. I have read the attached pleading and find that the statements are true to the best of my knowledge and belief. Dated this 30th day of April 2007. By: _Charles H M----- On 6-28-07 a hearing was held, this is the results of that hearing. Dismissed with Prejudice. Defendants perjured themselves in Small Claims Court. .Case was to be heard by JP. Volunteer Hearing Officer was substituted at hearing. I prepared a written statement to present to Court. I read a paragraph and was stopped ,court would not accept my written statement when offered again at end of hearing. .Volunteer Hearing Officer dismissed case with prejudice. NO judgment awarded to either party. No appeal allowed in this Court. This case involves FRAUD. I presented many documents to Court prior to court date to prove my case. I feel my case was mishandled by the Court and I did not get due process. Court lasted about 20 minutes...This is not a frivolous matter. Either a Justice of the Peace or an appointed Volunteer Hearing Officer may hear your case. Any party may object to the use of a hearing officer prior to the hearing date. The court can provide you with a form to make this objection. The case will then be referred to and heard by the Justice of the Peace. ARS 22-506 Letter from Court stated my case to be heard by JP. I had no way of knowing who was on bench. This was my first time in a courtroom. My case was # 2 on docket, When I was notified and went in Courtroom he was still working on #1 case. I did not know who was on bench until I received a copy of JUDGMENT. I have since found as to why I received no help from BBB. Date: Mon, 7 Jan 2008 21:01:13 -0700 Principal: Randy Nowell Customer Contact: Randy Nowell - (602) 650-2778 File Open Date: January 2007 TOB Classification: Auto Repair & Service BBB Accreditation: This organization is not a BBB Accredited business. The BBB has requested basic information from this company but has not received a response. As a result, the BBB may not have current information about the company In Randys sworn statement to the COURT he states( Joe Wiley did in FACT remove and replace intake manifold). HOW CAN HE MAKE THIS STATEMENT WHEN NOT EVER SEEING THE CAR?? He further states that RADIATOR was replaced as it was cracked. Again he never looked in ENGINE COMPARTMENT. (PERJURY?) Gary Bons tells COURT that I took car to another place before bringing it to AAA AUTO REPAIR. (LIE) I never approved any of the repairs. Lorenzo Foster, only person I was in contact with at AAA REPAIR SHOP was not present at hearing. SUMMARY: SCAM/FRAUD Ford Motor Company is allowing the use of fraudulent and deceptive methods for making repairs on heater pipe/tube found on cars with the V-8 281 4.6L engines since 1992. Labor charges are based on the removal of INTAKE MANIFOLD. Pipe/tube is then installed by using method that takes less time. This scam is being used in service departments and repair shops all over the country. I have documents from Ford Techs. from around the country stating that this is the method for R&R of the HEATER PIPE on V8-281 4.6L engine on 1994 Mercury Grand Marquis. ( INTAKE MANIFOLD MUST BE REMOVED) AAA Auto Repair, Peoria, Arizona ( owned and operated by Arizona Automobile Association) replaced this pipe on the 1994 Mercury using the method that Ford Motor Company FAILED to put in Shop Repair Manuel in 1992. AAA Auto Repair (Randy Nowell) insists they used Ford method to perform this repair operation. I have PICTURES of the ENGINE COMPARTMENT and can prove the INTAKE MANIFOLD was never removed. The pipe was replaced in August 2005 by Thunderbird Automotive Phoenix, Arizona. AAA Auto Repair performed this repair to PAD THE BILL. It is time that Ford Motor Company addresses this matter and puts a stop to this fraudulent and deceptive method used in Ford Service Departments. Only then will it end in all other Automobile Repair Shops. Arizona Automobile Association (CEO/PRESIDENT) D James McDowell needs to investigate this matter on how AAA Members are treated, take corrective action and compensate me for the ORDEAL that I have been put thru.

On 9-8-07 - From: [email protected] Sent: 9/8/2007 10:00:43 PM To: Subject: Other Contact Us First Name: CHARLES Last Name: MCCLUNG Email Address: [email protected] Questions: You have been sent a link to view a Ripoff Report posted on ARIZONA AUTOMOBILE ASSOCIATION - FORD MOTOR COMPANY. You can view it at http://www.RipOffReport.com/view.asp?id=264173 On 9-10-07 I received this answer-------From: [email protected] To: [email protected] Sent: Monday, September 10, 2007 2:50 PM Subject: Ford Motor Company Dear Charles, Thank you for contacting the Ford Motor Company Customer Relationship Center with your email. We would like to address this matter on your behalf. However, we are unclear on the specific nature of your inquiry as you have outlined in your e-mail. Please reply to us with a clarification of how you would like Ford Motor Company to assist you with regards to this matter. If you have any other inquiries, please feel free to contact us and we will be happy to address them for you. Sincerely, Alji Customer Relationship Center Ford Motor Company This was my return answer on 11-9-07 This letter was sent to CRCFMC on 2-15-07, I never received any answers to my questions. I did receive a phone call from a person who called herself DORIECE (sic) who was very rude to me. How can I expect you to address this matter? I have plenty of proof that AAA Auto Repair did perform this scam. Just what can you do on my behalf? Charles H. McClung November 9-2007 February 15, 2007 Ford Motor Company 16800 Executive Plaza Drive Customer Relations Center P.O. Box 6248 Dearborn, MI 48126 RE: R & R Heater Pipe V-8 281 4.6 L Engine (Under Intake Manifold) Dear Sirs: I bring this to your attention as any owner of a Ford product can fall victim to this scam that I encountered at AAA Auto Repair, Peoria, AZ. We are led to believe, (owners of Ford products with the V-8 281 4.6 L Engine) that the intake manifold must be removed to install heater pipe on this engine. The manifold is NOT removed as WAS this case on my daughters car, a 1994 Mercury Grand Marquis. They disguise this by showing on invoice as Replace intake manifold gaskets. Heater pipe is listed under parts. Invoice shows no labor charge to install. This pipe not visible to owners, so they do not know if it needs replaced. This scam is probably being used in service departments and repair shops all over the country. I am sure you will investigate this matter promptly and thoroughly. Was there ever a Technical Service Bulletin (TSB) put out to cover heater pipe R & R? Repair manuals updated to cover Heater Pipe R & R? I have documents/statements that I will make available to any/all persons or groups and other parties interested in bringing about and exposing any auto repair for using fraudulent and deceptive methods as stated above. The car is available to be viewed by all parties. Charles H. McClung Enclosures (3) CC: Arizona Attorney General Better Business Bureau, Arizona Having pursued this matter since JAN 2007 I have put together many documents thatshows Ford Service Depts has used this same scam for years. I have documents, pictures and other material to expose AAA Auto Repair. I am seeking legal advice as to what my next action can be. I will cut no deal with FORD as there are thousands of owners who have suffered the same RIPOFF as me. Ford needs to address this matter NOW. I will update this REPORT again in the near future. Charles H McClung 12-1-2007