J & J Roofing

Complaint: [redacted] I am rejecting this response because: Still after making a few calls to the dealership about the floor mats, I was told I would receive a text or call in response to them and have yet to receive either The selling price of the vehicle we purchased was never provided as we were only told that one was within the price we were willing to pay, this is why there was confusion with the priceAs for the paperwork signed it was was for any extras we may have wanted suck as new tires/rims ect., items that were NOT already included in the vehicle My main issue is the floor mats being on the paperwork on the truck stating they were included and the lack of customer service All the managers continued to blow us off after making several attempts to resolve the issue I'm very upset at their lack of communication as well, since I've mentioned I still have not received any calls from them for a status update, only to read their response stating that they have ordered them alreadyThis was a simple fix and its unfortunate that I had to go this route to get something that should have been included as stated Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11576124, and find that this resolution is satisfactory to me Regards, Vivian [redacted] ***

Complaint: [redacted] I am rejecting this response because: the contract we have is a valid, legal binding contractDue to the fact that first, the dealer has released the truck to us, and second, the finance department at Northside Ford has already accepted the first payment corresponding with the contract I have which therefore means Northside Ford accepted the terms of the contract I signed with themAs far as the contract goes, we will not give anyone the original and we did not want to show the contract because one of the managers at Northside Ford decided to try and snatch the contract from meNorthside Ford should have a copy of the original contract and if one of their employees lost or misplaced that paperwork, that is Northside Ford's issueThe fact that I work as a sales manager has nothing to do with the wrongdoing of Northside FordI do not work for Northside Ford, therefore my occupation has nothing to do with this issueThis has been brought up multiple times as an argument and at this point, I would like for Northside Ford and their lawyer to leave my occupation out of this situationWith regards to my wife, she called multiple times and I also called myself with no answerNorthside Ford and their lawyer are also aware they have permission to speak with my wifeI have this recorded with the finance director who specifically asked if he had permission to speak with my wifeTheir lawyer also had permission to speak to my wife and as a matter of fact, he did speak to her on the phone, so using federal laws as an argument is invalid at this pointThe fact that Northside Ford forged my signature on a legal document is actually breaking the lawAccording to the DMV, the contract we have is in fact a valid, legal documentI am asking for an incentive in order to sign a copy of paperwork I haveOtherwise, I am not willing to sign any paperwork with Northside FordClaiming the contract I have is invalid is not correct, because I have several recordings of Northside Ford admitting what happened was wrongBoth my wife and I were also told that the employee involved was let goWe were also asked not to take this to court and to try and solve this issue on their level because taking them to court will be a "long process." After bringing this issue up with Northside Ford, and their failure to cooperate, I am asking for an incentive to sign another contract with the same numbers on the original contract, with a witness/notarization, otherwise, I refuse to sign any paperwork with this dealer as they have already lost my trust Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: the offer made is unreasonable Regards, [redacted]

We researched Mr [redacted] 's complaint We looked at both Northside Ford's website and Ford's official Quicklane website for advertised specials on batteries We have printed and attached the current battery special located on the Quicklane website It specifies that installation and taxes are extra In addition, Mr [redacted] 's invoice, also attached, specifies taxes and installation are extra Accordingly we cannot reimburse the labor cost, that we paid the technician to remove and replace the battery However, the advertisement did not specify that incidental fees would be charged Therefore, we are sending a check for $to Mr [redacted] Our apologies for mistakenly charging him this incidental fee

Thank you for forwarding this complaint to us There are two areas to address First, the confusion about selling price As Mr [redacted] purchased the Fby paying for it in full by either cash or check, we are not certain where this confusion originates We will be happy to forward another copy of the buyers order to the customer Also, we would like to address the floor mat request We believe this is all a miscommunication When Mrand Mrs [redacted] negotiated the purchase of the vehicle they completed a form called a "we owe" with the salesperson It states that the dealership does not owe them anything else for their vehicle This form is used to protect the customer, and the dealershipAs the vehicle was paid in full, the paperwork processed very quickly through our accounting office afterward As you can imagine, we were surprised to find out that Ms [redacted] requested floor mats after processing the paperwork Requests for additional items after the negotiations/sale is complete and processed are usually not honored (This is why her salesperson volunteered to provide them for her.) However, since the item was on a sticker on the vehicle we attempted to get floor mats for the customer They received a set for a different vehicle in error The mats have been reordered, and we will contact the customer when they arrive

Thank you for contacting us about this problem When a customer chooses to have a rebate sent to them, Ford does not send the check to the dealership The check goes directly to the customer at their address Records show that Ford sent a check for $directly to Ms [redacted] on May 2, Upon receiving this complaint we provided the phone number to Ms [redacted] to inquire with Ford about getting another check issued to her Our apologies for the confusion about who issues the check and where the check would be sent Northside Ford will also double check to insure Ford has Ms [redacted] 's full address on file

Thank you for reaching out to us about this matter There seems to be a misunderstanding When a customer pays off a Ford Credit (FMCC) loan, if the customer had purchased GAP coverage or Credit Life/Disability, a letter is generated the next day to the dealership informing us of the payoff Then, FMCC withdraws the refund from our funds and issues the check directly to the customer Mr [redacted] paid his vehicle on 11/13/ Ford Credit sent us a letter dated 11/14/informing us of the early payoff Ford Credit withdrew the funds for the refund ($72.66) from us on November 15th We called Ford Credit this morning, and they informed us that the check for $was issued to the customer around 11/20/ The Ford Credit representative suggested that if Mr [redacted] has not received the check, he may call Ford Credit and they will reissue one to him We also addressed the issue of not returning Mr [redacted] calls and emails with the [redacted] We would like to extend our apologies to Mr [redacted] , and will work to ensure this does not happen again to another customer

Thank you for forwarding Mr [redacted] 's concern He received several emails, as attached These are clearly advertising emails They were sent to customers who had previously interacted with the dealership, as allowed by law Our records show that Mr [redacted] considered buying a vehicle from Northside Ford in late Spring/early Summer Unfortunately, the sale did not occur because the dealership and the customer did not agree on the terms When Mr [redacted] visited the dealership after receiving the email, he had several concerns First, he expressed a concern that we had accessed his credit report and credit information when sending the email This did not occur The recipients of emails were drawn from customers who had previously interacted with the dealership, thereby showing the desire and ability to pay at that time The disclaimer "All offers are with approved credit, not all buyers will qualify," addresses those situations where income, credit worthiness, or trade in values have changed Second, he demanded to speak to the Chief Operating Officer of several competitive dealerships Although he may feel to contact that COO, it would not impact Northside Ford Instead, Mr [redacted] , one of our sales managers, attempted to address Mr [redacted] 's concerns Mr [redacted] indicated, when he visited our dealership after receiving the email, that he had no desire to purchase a vehicle from us Therefore, it is not known if he would qualify for this offer Mr [redacted] stated he just visited to complain about the email As such, he has communicated his concerns to our sales manager In addition, the General Manager has been briefed on this complaint We understand that not everyone will like our advertisements We also understand that not everyone will be qualified to purchase a vehicle at the terms that they would like If Mr [redacted] indicates that he no longer wishes to receive phone calls or emails soliciting his business, we would be happy to do everything in our power to honor that request Email and letters went out to past customers with this offer, without regard to age We happily sell vehicles to any qualifying customer who is or over So, this is clearly not elder abuse/elder fraud We wish Mr [redacted] much happiness at the dealership he chooses to meet his vehicle needs

Thank you for reaching out to us on this matter Our records show that [redacted] did replace his throttle body After that time, Ford did have recall(s) on throttle bodies We are uncertain that the replacement of [redacted] 's throttle body would have been covered under those recalls because the recall(s) have expired In general, if the customer replaces a part and it later becomes covered under a recall, Ford does repay reasonable costs for the repairs for a limited time period Page of [redacted] 's warranty guide suggests that he either check with the dealer or call a 1-for Ford Ford has not contacted us in the roughly 1/years since [redacted] had the throttle body replacement completed to request any info/paperwork concerning the replacement, so we will assume the customer did not call the 1-number.We would like to address the customer's interaction with the dealership, concerning this matter Of course, it is the customer's responsibility to keep the receipts and request the reimbursement in a situation where Ford provides reimbursement (page of the warranty guide) Assuming that [redacted] 's receipt was destroyed in a flood, he still had many opportunities to pursue reimbursement of his money during the time Ford specified As detailed above, he chose not to call the 1-number In addition, anytime after the recall was announced [redacted] could have visited our facility and requested reimbursement be filed with Ford We are still located at the same place where he brought his vehicle to get repairs in Our service department is open from am to 9pm Monday through Friday and am to pm on Saturday for customer convenience During we emailed the customer approximately seven (7) times, we do not have any record of a response/reply requesting help with his recall problem Finally, our phone records show that the customer requested to speak to the General Manager in January of this year, but do not show phone requests for assistance for the extended period of time as he claimsWe will not reimburse the $he is requesting However, Northside Ford would be happy to consider the $he spent on the throttle body replacement, should [redacted] choose to replace his vehicle with us, during the appraisal of this vehicle for trade-in

Mr [redacted] 's and Mr [redacted] manager is [redacted] l ***, the Service Manager We had elevated her complaint to the Service Manager, in an attempt to please Ms [redacted] s As such, he communicated with Ms [redacted] , not Mr [redacted] or Mr [redacted] Mr [redacted] states that last week we removed the plate/cover by the front door that the driver steps on Per our earlier promise to her, we wiped out/cleaned out the channel and retaped the wriing We also detailed the truck, an additional free service, not promised in our original response to the review, but verbally promised to Ms [redacted] Her husband picked up the vehicle, and seemed very pleased with those two extra free services we had done We were quite surprised to receive this complaint As stated before, Ms [redacted] had a leak near the top left corner of the windshield We sealed the leak and replaced the carpeting, as covered by Ford warranty As we originally stated, there was a delay, as the carpeting had to be ordered and received Ms [redacted] chose not to purchase a Ford extended service plan, so she did not have the convenience of a free rental vehicle during the initial repairWhen the technician removed the plate/cover in question, the residue underneath it was not from the water It had the consistency of residue from food or drinks Northside Ford, as is required from all Ford dealerships, must honestly report our findings to Ford As such, Ford would not fund cleaning/fixing that area We are sorry that Ms [redacted] is upset by those events In order to please her we originally wiped down the wires and the area as well as we could Later, we removed the plate/cover, retaped the wires, and cleaned out the area We have also detailed the vehicle We will not be paying Ms [redacted] $ Unfortunately, our efforts to help with this problem have not pleased her We have done all that we can do to assist her at this time Again, we thank her for her original purchase

Thank you for forwarding this concern. Our fleet director has contacted the customer. He is overnighting a new contract to the customer. As the customer related, the price he was charged was not the price he negotiated. This was not done
intentionally, but was an error by sales and finance staff who were unfamiliar with leasing paperwork. We would like to extend our apologies for the error. Most of all we would like to extend our apologies for our lack of communication with *** *** despite his repeated attempts to reach out to us. This lack of follhas been addressed, and we thank you for bringing this situation to light

We would like to respond to claim number Mr*** *** purchased a Ford Explorer on February 27, I spoke to our service manager and he verified that Mr*** had brought his vehicle back to the dealership recently and a new throttle body was installedThere are two aspects
of the letter that we would like to addressFirst, there seems to have been some miscommunication about Mr***'s request for another ExplorerNorthside Ford, or any other dealership, cannot take a vehicle that is titled and driven for three months and place it back in inventory as a new vehicleState laws concerning new vehicles do not allow us to resell a vehicle that has been titled and driven for three months, as a new vehicleTherefore, the only option we can give Mr*** is to check on the feasibility of trading his Explorer in for another vehicleUnfortunately, it does not seem that this option did worked outSecond, we can understand Mr***'s frustration when his Explorer required a new throttle bodyIt is unfortunate that the work could not be completed that dayIt seems that there were customers who had brought their vehicles in for repair before Mr*** did, whose work we had to complete firstThere are thousands of parts on today's new vehiclesUnderstanding that, Mr*** was given the opportunity to purchase a Ford Extended Service Plan (ESP)For covered components, ESP's offer a rental vehicle as early as the first day that the customer has their vehicle in the service departmentMr*** declined to purchase any ESPTherefore, he doesn't have the convenience of both the use of the rental vehicle, and the repair or replacement of covered parts when his initial factory warranty expiresAlthough Mr*** declined to purchase an ESP initially, he can still purchase one at this timeWe would be happy to offer Mr*** a $discount on the purchase of a Ford ESP, as a goodwill gesturePlease feel free to contact me should Mr*** want to take us up on that offerSincerely, *** *** *** *** *** *** ***

Complaint: ***
I am rejecting this response because: In the reply the business did not address the fact that there was unnecessary repairs recommendedTo claim that a diagnosis could cause a "temporary fix" is not something that defends the fact that they recommended unneeded repairsMoreover, the dealership only listed the "blower motor" which sometimes can be caused to function temporarily upon diagnosis, however they also recommended replacing another A/C part that is also functioning fineSomething they did not address in their replyI am not sure if that is also something that temporarily works or if that's a general answer they give once a fraudulent diagnosis has been identifiedI am not sure how they can stand by their diagnosis when nothing is wrong with the vehicleThe fact that the dealership is recommending fraudulent repairs that are not needed is a major issueHad the diagnosis that I was charged for recommend replacement of components that were not working then I would accept their replyTo say that we recommend replacement for something that may or may not be working is fraudIt either needs to be replaced or it does notThe A/C in my vehicle still works completely fine. As to the issue of warranty or not I asked the service adviser to review my warranty and let me know what I was covered forAt no time did he advise me that my warranty coverage would not cover A/C repairsHad I have known this I never would have left my vehicle with Northside FordAt no time did Northside Ford alert me that I did not have a full bumper to bumper warranty as I thought I had and asked the service adviser to check before I dropped the vehicle offI never would have authorized a diagnosis charge had I been made aware of my warranty status. This dialogue has been my only communication with Northside Ford as they will not contact meI am still requesting refund of the original diagnosis charge.
Regards,
*** ***

Revdex.com:
I filed this prior to the corrective actions on their partI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Thank you for your reply. Our records do show a quote of $389, and the invoice was $394.74. As we stated before, Mr***' original call may have been routed to the wrong person, and for that, both Ms*** and Mr*** have our apologies. Mr*** did receive several calls after that and he reports that he attempted to call Mr*** back, but restrictions on phone calls at Mr*** work kept them from much communication. Ms*** is correct in stating that she had an appointment, yet her vehicle was not repaired for several days. Unfortunately, there seems to be a misunderstanding about her service appointment. Appointments are made to "drop the vehicle off" for service. Unfortunately, until a vehicle gets to the dealership and a diagnosis is made, the dealership cannot be certain how long a repair will take. For instance, an overheating vehicle may just need a radiator hose, or it may need a new engine. We are thankful that Ms***'s vehicle had a simple problem. We repaired Ms***'s vehicle as soon as we possibly could given the repairs needed by customers with prior appointments to hers, with concerns that were more complicated than Ms***'s repairs. Mr. *** did make an effort to keep her appraised of the status of her repair when her Focus was here. Our apologies if we did not communicate about the appointment well enough. We have offered Ms*** a refund of $179.85. Ms*** would like a refund of $225.16. However, in reading Ms***'s reply, there is no labor cost for the seatbelt repair included in her figures. Unfortunately, we have to allow funds to pay the technician that did the repair. We will not be able to honor her request for $225.16. We will still be to offer the $179.85. We can also offer a certificate for a free oil change in addition. We hope this offer meets her approval

Complaint: ***
I am rejecting this response because:Mr*** states in his response that I was informed upon my arrival at the dealership about the diagnostic fee and that it would be waived if I chose to get the repair I did not drop off my vehicle, my husband, Mr*** ***s dropped off my vehicle because I was at work that day and said that he was not told about a diagnostic fee It's true that my actual charge was $394.74, but Mr*** states that I was quoted $by Mr***son I still do not see how Mr***son came up with that quote, it is my belief that he may have been looking at someone else's quote when he quoted me $because without taxes and fees my total comes up to $(for labor and for parts according to the invoice) None of the charges on the invoice add up to $ My husband called and left a voicemail for Mr*** about the problem on 03/at 2:03pm, 03/at 4:26pm, and 03/at 2:36pm Mr*** returned his call on 03/at 2:49pm and said he would have to call him back the following day I am also not happy that I made an appointment at 10am on 03/and my vehicle wasn't even looked at until 03/which inconvenienced me I allowed for more time because of the oil change and seatbelt repair, but for my vehicle not to even be touched for two days is poor customer service and makes me believe there is no point in making a service appointment I will agree to pay for the oil change $and the part as it is shown on Ford Parts.com $(please see attached screenshot) and applicable taxes and the $fees for disposing of chemicals and oil My total charge should be $and I should be reimbursed $225.16.
Regards,
*** ***

Mr*** did bring his Ford Explorer into Northside Ford for service. Upon arriving at Northside Ford, he interacted with *** ***, the service advisor. Mr*** was informed that before deciding whether his Explorer's problem would be
covered by warranty, it would need to be diagnosed. Mr*** told the customer if the problem was not covered by the extended service plan he would have to pay the diagnostic fee, unless he chose to get the work done. Mr*** was upset, saying that the representative from the other dealership, where he purchased the extended service plan and vehicle, not Northside Ford, assured him it would cover everything. He asked for an example of something that would not be covered by the plan. As this could be an AC or electric problem, Mr*** told him damage caused by rats chewing on the wiring would be an example. (The service department had recently worked on a vehicle with that exact problem.) At no time was Mr*** told this was the only outcome that would not be covered. Before going to get his rental vehicle, Mr*** was told that it was his choice, but many customers wait until the diagnosis is complete before getting a rental vehicle to ensure the vehicle would be covered by the extended service plan. It did take several days to get a diagnosis to Mr***. This is Texas, in August, and the AC section does have a lot of customers. Sometimes the repairs are fairly quick, and other times the diagnosis points to a repair that will take longer. Mr*** chose not to get the repairs completed, so he had to pay the diagnostic fee and the fees charged by Enterprise Rent a Car for the rental vehicle. Mr*** is now claiming there is nothing wrong with his AC system. However, when he brought it in, the AC was not blowing out the vents according to both the complaint and his conversations with Mr***. We diagnosed the problem, and one of the diagnostic procedures will sometimes cause the blower motor to work for a short time/intermittently. We stand by our diagnosis. We also stand by the fees in question, as they were discussed before the work began. Should the customer chose to complete the work, we would be happy to try to get the repairs completed on a discounted basis

March 16, Ms***, Thank you so much for the letter reference complaint ***Mr*** purchased a used Ford Flex on January 22, He purchased a Gold Old Republic Extended Service Plan that remains in effect until January 22, I verified this information with a representative
from our service department on Monday, March 14thThe representative called Old Republic in my presenceI believe Mr*** is speaking about his Ford Maintenance PlanMr*** purchased the Maintenance Plan after his purchase of his vehicleOriginally, it was registered in error as a Limited Care Maintenance PlanThat was cancelled, and Mr***'s Maintenance Plan was registered as Premium Maintenance Plan(A Premium Maintenance plan covers more that Limited Care Maintenance Plan.) I think the confusion stems from the fact that Ford requires both its Extended Service Plans and Maintenance Plans to start on the date that the original customer bought the vehicle (when it was new)The original customer bought the vehicle on September 25, Therefore, the Premium Maintenance Plan ended on September 25, I don't believe that our Finance representative realized that when he explained the plan to Mr***In addition, the Premium Maintenance Plan form had the expiration date of 1/22/typed on it in errorTherefore, Mr*** has been using his Maintenance Plan, not the previous customer's maintenance planIt did expire months before Mr***'s paperwork says it should have expiredAs Mr*** did use the Maintenance Plan for months, we suggest giving Mr*** a refund for those monthsThat refund would amount to approximately $If it is agreeable to Mr***, we would forward a check to him in that amountI would like to extend our apologies to Mr*** for not responding to his phone callsAs you can imagine, it took some research to sort out the events and locate the paperwork in our warehouseRegardless of that fact, we should have kept in communication with Mr*** and responded to his questionsWe appreciate Mr*** letting us know about what was occurring, so we can take steps to ensure it does not happen to another customer in the future*** *** Northside Ford