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"ON 3/20/2018 I HAD CAR TOWED TO XENIA GLASS & LOCK TO CUT AND PROGRAM NEW KEY FOR MY MERCURY COUGAR. THEY CALLED ME TO PICK UP CAR ON 3/21/2018. AFTER THEY PROGRAMMED KEY, THE CAR WOULD NOT START. THE CAR RAN FINE BEFORE KEY REPLACEMENT. BRIAN SAID THAT “SOMETHING ELSE WAS WRONG WITH MY CAR BECAUSE HE IS A PROFESSIONAL - HE HAD BEEN DOING THIS FOR 18 YEARS.” ON 3/22/2018 I HAD THE CAR TOWED TO SELECT AUTO REPAIR AND HAD A DIAGNOSTIC RUN. RODNEY INFORMED ME THAT IT WAS THE ‘PATS’ (PASSIVE ANTI-THEFT SYSTEM) CODES AND SAID IT WAS A KEY RELATED ISSUE AND THAT IT COULD POSSIBLY BE BECAUSE THEY USED AN AFTERMARKET UNAPPROVED UNOFFICIAL KEY. AFTER CONTACTING XENIA GLASS AND INFORMING BRIAN OF THE DIAGNOSTIC, BRIAN WENT TO SELECT AUTO AND GOT INTO A DISPUTE WITH RODNEY FROM SELECT AUTO REGARDING THE DIAGNOSIS. RODNEY THEN CALLED ME AND TOLD ME TO “GET MY CAR OFF OF HIS LOT IMMEDIATELY OR HE WOULD HAVE IT IMPOUNDED BECAUSE BRIAN CAME THERE AND STARTED AN ARGUMENT WITH HIM AND HE DID NOT WANT TO GET INVOLVED.” ON 3/23/2018 I HAD CAR TOWED BACK TO XENIA GLASS AND ASKED BRIAN TO CUT AND PROGRAM NEW KEY. ON 3/27/2018 BRIAN CUT AND PROGRAMMED SECOND KEY AND THE CAR STILL WOULD NOT START. ON 3/28/2018 I HAD CAR TOWED TO GERMAIN FORD EXPLAINED ISSUES AND THEY STATED THAT THE CAR MUST HAVE OFFICIAL FORD APPROVED AND PROGRAMMED KEYS TO WORK. I HAD THEM ORDER NEW APPROVED KEYS TO CUT AND PROGRAM. GERMAIN FORD ATTEMPTED TO PROGRAM WITH THE APPROVED KEYS AND SOFTWARE, HOWEVER THE CAR STILL WOULD NOT START. THEY RAN SEVERAL DIAGNOSTICS AND DETERMINED THE SAME AS SELECT AUTO REPAIR – IT WAS THE PATS MODULE AND A KEY PROGRAMMING ISSUE. SHAWN CALDWELL FROM GERMAIN FORD INFORMED ME THAT IT IS HIS AND THE TECHNICIAN’S OPINION THAT THE DAMAGE OCCURRED BECAUSE XENIA GLASS PROGRAMED AN UNAPPROVED AND UNOFFICIAL AFTERMARKET KEY WITHOUT OFFICIAL FORD PROGRAMMING SOFTWARE WHICH CORRUPTED THE PATS MODULE. I ASKED THEM TO REPLACE THE PATS MODULE. THEY WERE UNABLE TO LOCATE THE PART AS FORD CONSIDERS THIS PART OBSOLETE DUE TO IT BEING A 2002 MODEL. THE CAR CANNOT BE REPAIRED AND IS CONSIDERED TOTALED AS THE COST TO REPAIR VEHICLE IS MORE THAN VALUE OF CAR. I SPOKE WITH JOHN MARSDEN WITH XENIA GLASS AND WHILE ON THE PHONE HE PUT ME ON BRIEF HOLD AND SPOKE WITH BRIAN. JOHN CAME BACK TO THE PHONE AND SAID TO GET THE DOCUMENTATION FROM GERMAIN FORD AND XENIA GLASS WOULD FILE INSURANCE CLAIM. AFTER I RECEIVED THE DOCUMENTATION I CONTACTED XENIA GLASS AND FORWARDED THE INVOICE FROM GERMAIN FORD TO GET CLAIM GOING. ERIC HOLSTON CALLED ME BACK AND GOT VERY RUDE ACCUSING ME OF JUST TRING TO GET A NEW CAR AND SAID THEY WERE NOT GOING TO PAY FOR DAMAGES. I TOLD ERIC I WAS NOT GOING TO ARGUE WITH HIM THAT WE WOULD LET THE INSURANCE HANDLE IT. ERIC REFUSED TO FILE CLAIM AND REFUSED TO GIVE ME THEIR INSURANCE OR BOND INFORMATION. AS OF THIS POINT THE INCIDENTAL CHARGES RESULTING ARE $697.85 AND STILL NO VEHICLE: $ 56.58 – XENIA GLASS & LOCK - CUT AND PROGRAM NEW KEY $130.00 – SELECT AUTO – TOW AND DIAGNOSTIC ($45.00 TOW + $85.00 DIAGNOSTIC) $155.00 – JOHNSON’S TOWING (3 TOWS) $356.27 – GERMAIN FORD (INVOICE ATTACHED) THE KBB AVERAGE PRIVATE PARTY VALUE IN GOOD CONDITION WITH CORRECT MILEAGE OF MY VEHICLE IS $2,248.00. ESTIMATED TOTAL DAMAGES AT THIS POINT ARE $2945.85. PLUS, TRANPORTATION EXPENSES FOR WORK DUE TO LOSS OF VEHICLE. AS I TOLD THEM, THE CAR RAN BEFORE KEY WAS REPLACED. THE DAMAGE TO MY VEHICLE IS A DIRECT RESULT OF PROGRAMMING AN UNAPPROVED AND UNOFFICIAL AFTERMARKET KEY WITH UNAPPROVED UNOFFICIAL PROGRAMING SOFTWARE. THE DAMAGED PART IS A CORRUPT ‘PATS’ (PASSIVE ANTI-THEFT SYSTEM) MODULE. I WOULD LIKE TO FILE AN INSURANCE CLAIM WITH THEIR BUSINESS INSURANCE."

"The accident happened on Labor Day Weekend 09-03-16. It was stored at the tow yard until Carl's came to pick it up on 09-07-16, and they DROVE it out of the storage barn to the back of the tow truck. 3 weeks later a call was put in to Carl's to find an estimated completion date. Carl's said they were waiting on the insurance company to find out who is liable for the accident before they started it. We called the insurance company and they said they have never heard of such a thing and that Carl's already had a check for the repairs the day the appraiser looked at the vehicle 09/08/16, which was 3 weeks earlier. Called Carl's the next week to ask again about the estimated completion date and they said 10/31/16, which was another 4 weeks! Told them the insurance will only pay for 30 days rental car and that the time was up this week, so Carl's put it on "priority" to get it done faster. Got to pick up the car on 10/27/16 but was told it needed to come back to fix the paint where plastic had gotten into the paint and about a dollar bill sized blue plastic was stuck in the paint. This should have been fixed before it was even picked up! Why inconvenience me returning again to fix a mistake? The excuse was given the paint needed to "cure" for a week. Except I call bull. I have experience working with car paint and cure time, especially baking which is what they do, it is usually no more than 24 hrs. On the trip home we noticed a "sewage" smell coming from the car and opened the hood to find the battery smoking, literally smoking. Returned to Carl's after hours to find the service guy and a mechanic who said the battery was fine, it was just charging because it was dead and if it was still smoking the next day to bring it back and they would look at it. A SMOKING BATTERY???? come on! We went directly to O'Rileys and put a new battery in. O'Riley's said yep, it has a dead cell. That it would not have started the next day, and it was overcharged and blew a cell in it. The O'Riley's guy came to the conclusion that I did, Carl's left it on the lot and the battery ran down then overcharged the battery and blew a cell. The excuse from Carl's given the next day was the accident could have blown a cell in the battery. I call bull again because the accident was on the rear of the vehicle not the front. Zero damage to the front. We were also told the vehicle had a dead battery when it came in to Carl's which is bull again because it was DRIVEN to the tow truck on the storage property without needing to jump start it. Upon further inspection of the vehicle, after everything was "fixed" the entire rear window was not adjusted correctly leaving a gap in the window and water coming in the rear of the vehicle. The rear door when closed rattled. When shown the rattle of the door and how it did not fit correctly, I was told the rattle came from the license plate. REALLY??? So I held the license plate and shut the door again. Guess what, it rattled. Excuse after excuse after excuse and "not our fault" statements and blatant flat out lies instead of a simple apology and a "we will fix this TODAY"... not next week, would have been the appropriate answer from the service guy. His answer was to bring it back in 2 weeks for the adjustments, my suggestion was to fix and adjust it now, which was "impossible to do". The car was taken back to Carl's and was fixed, again, and Carl's did rent a car until these repairs can be made. The adjustments to the paint and rear door were made, but then we had to return again to hook up the sensor in the rear door handle that wasn't working. In the end we had to return to Carl's 3 times to fix things they forgot to do or repair. The point is, the car took way to long to be fixed in the first place and after 8 weeks of having the car, it should have been fixed correctly the first time and not gone out in the condition it did. Carl's should have paid for the extra 3 weeks of rental car charges. I wrote the above statement 2 years ago and Angie's list keeps asking that I complete it. I am finishing this survey 2 years later in hopes of "cooling" down from this experience, but it still irritates me. I hope no one else will get treated this way is why I am finishing the survey. I still stand by my first statement that shoddy work should have never left the lot in the condition it was in. Returning to "fix" unresolved problems are inexcusable. Carl's did end up reimbursing for the battery which they added to the insurance claim. The car was sold last year and full disclosure was made to the new owners about the accident and work done. This was not my first experience with Carl's either. The first time I took a vehicle to them I had to return 3 times to fix and repair work that was not completed, but I wanted to give them another chance and benefit of the doubt and maybe they had a bad day. Two strikes in my book and its just bad work and bad customer service. I don't want anything from Carl's except that they know about my experience and fix their service department."