This is from a letter I wrote to formally complain about the business practices of The Plains Service Center, Inc. in The Plains, Virginia. I feel that the treatment was both unprofessional and discourteous, and their business practice of The Plains Service Center Inc. were dishonest and unlawful according to the Uniform Commercial Code of the United States with specific regard to the implied warranty of merchantability.
The facts of the matter are listed for your review:
Our 2002 Ford Explorer was towed to The Plains Service Center Inc. with a broken column shifter. We asked the Plains Service Center to repair the broken column shifter. There were no other material defects with column or any other parts in the steering wheel, other than the column shifter. The Plains Service Center Inc, ordered a new steering column, reportedly because the column shifter is a non-repairable part. The steering column was replaced along with the steering wheel. The car was released after we paid $690 dollars. After a period of time it became apparent that components on the replaced steering wheel, including the horn, airbag, and cruise control did not work. We brought the car back to the service station, and were informed that the replaced steering wheel had a bad clock spring and it would need to be replaced at our cost. We were told that the Plains Service Center inc. had scrapped our old steering column and working steering wheel and therefore they did not have appropriate clock spring available and we would have to pay for a replacement.
We found this to be illogical,as we already paid for a part we were told was in working order when the car was released. We decided to bring our truck to a reputable mechanic for a second opinion. Upon extensive research, the owner of Classic Automotive of Manassas, Virginia informed us that The Plains Service center Inc. had installed an incorrect part, that our clock spring could not have worked n anyway, and that the clock spring, column, and steering wheel should be replaced because, as part of the supplemental restraint system, the current installation was unsafe and not as designed by Ford Motor Corporation. Upon follow-up discussion with the Plains Service Center Inc., it was clearly established that they would not replace the part with the appropriate part and but that they would install the clock spring appropriate for the replaced steering column at no cost to us. The Car was brought back to The Plains Service Center Inc., where a clock spring which was suited for they refused to release the truck without a payment of 66...dollars for the clock spring part. After brief argument it became clear the only way to take possession of the car was to pay for the part.
In summary, the Plains Service Center Inc, replaced our broken steering column with a column with a column produced for a later model Ford Explorer, our perfectly good, working steering wheel and it's components with a non-working steering wheel which was not designed to be installed in our model truck as designed by Ford Motor Company. They refused to refund our money, which would allow us to have it repaired properly. They failed to abide by the implied warranty of merchantability for the steering wheel and clock spring they sold us that was paid paid for after the initial repair. In short I can't think of a single reason to suggest to anyone that this place deserves their business.