Pacifico Ford, Incorporated

Failed to honor rewards Rude over the phone Never available for service appointments

[redacted] , As stated in my online apology, Pacifico must follow the manufacturers guidelines when it comes to repairing their vehiclesThe manufacturer also makes the decision in regards to buying a consumers car back that has had some issuesI will make sure that I escalate your concerns to Ford and I would also advise you to open a customer concern file with the manufacturerYou can do that at ###-###-####Pacifico will continue to try and work with you and the manufacturer to accomplish a mutual resolution to your concernsPlease contact Tom F [redacted] our GM at [redacted] @pacificocars.com

Been customer at Pacifico for years, always a little higher than everyone else but they were close so it was easy, have leases out ,one a Ford Edge, the other Ford Fiesta a dogHad nothing but problems with this car since day 1, in fact the car has lots of recalls on it, I had the car in for servicing lots of times, either the tech's there are just bad, or the car is unfixableTold MrF* the sales manger about this car he told me over the phone we will make it up to you when you come in, when I came in to return my leases his answer was "I didn't build the car"My Ford Edge had body damage to it, and the alloy wheel covers were dinged up, when I went into see MrF* he immediately dumped me on MrD***n, he test rode my car, while he did that a MrMike H***, who was giving prices on cars, MrH*** quoted $a month, then MrD***n said no $a month because of damages to the car, yes there is damage they clam $due mostly to alloy wheel coversMrD***n claims car has bluebook of $22,with damges to my car he said the car value is $17,000, but the REAL BLUE BOOK VALUE IS $25,in that case its $20,dollars car value is, these guys lied the whole time with my daughter still waiting for a clutch piece for her car, means the car decelerates when it goes over miles an hour, cars UNSAFE AND THEY KNOW IT, there tech said the ONCE and only ONE time he drove this car is good, then why did MrF* tell me to come in, and why has Ford reached out to me about this issue

To whom it may concern,
face="Calibri">
We have already contacted *** and gave him our response to his concernsWe apologized if we offended him or his wife
As we stated if they have concerns about their vehicle operations Pacifico will do what we can to fix their concern if that cannot be accomplished we contact Ford to helpIf this does not fix their concern they have the option to go legal
To the best of my knowledge the customer decided to make a financial settlement with Ford to compensate them for their concernsAgain we do what we can to fix the car while under warranty if this cannot be accomplished it is the responsibility of the manufacturer to come to a settlement with the customer
It seems now they also want Pacifico to compensate them, unfortunately Pacifico cannot buy their car back and keep them with the same payment without them coming up with some money
*** ***
Pacifico Auto Group GM

***,
Based on what I see we did replace an oil cooler lineWhen it left us it was working properly unfortunately we can not be responsible for an hydralic hose that has an issue months or 5,miles later

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: It was less than four months, it was 2,miles, and it leaked the first day that I used it after it left their shop when they patched my gas tankI felt It was too unsafe to return to them and they refused to stand behind the gas tank repair, why would they stand behind any other work that they did? I believe that their mechanic purposely damaged my vehicle, as per his threat to meI want the public to know what happened to me at Pacifico Ford and what kind of employees they have on staffI spent over $4,with them, that should make me a customer worth keepingHow much could a new gas tank cost them $? They cannot spend that to keep a new customer satisfied? What kind of company is this?
Regards,
*** ***

Pacifico will not be giving any more money to this customer as we already worked with him to get his vehicle repaired
face="Calibri">
This is a response from our service manager that worked with the customer
The vehicle was brought into Pacifico Ford Truck center for a fuel leak on 10/30/miles RO The fuel tank ,sending unit, and several lines were replaced Total cost was $ The vehicle was brought back 3/4/for a fuel leak inspection RO miles (driven miles)After initial inspection customer was called and asked to come in to talk to the shop foremanCustomer arrived and looked at truck and saw where one of the two the counter weights were bent and hitting the lower part of fuel tank shieldAt that time was agreed the technician would take fuel tank down and access the damage $was authorized for disassembly and inspectionAfter the tank was out the customer was called and came back in for a second inspectionAfter spending about an hour with foreman it was agreed that the bent counter weight had caused the damageCustomer was advised the tank would be replaced again and the counter weight would be straightened to achieve needed clearanceThe customer called *** Pacifico the next morning and discussed the repair with him and gave his ok to proceed with the repairsThe customer than showed up at the shop around noon that same day and was very upset and offensive, the manager *** walked away to call *** Pacifico and *** continued to yell at three employees and swing his arms and point his fingers at the foreman’s faceAt this point he was asked to leave the shop I was made aware of the situation and decided to call the customer the next day to discussOnce on the phone with *** I listened to his concernsI advised him we valued him as a customer and a vender we used from at timesI offered to attempt to make a repair on the tank and as a goodwill gesture and only charge what he had agreed on for initial inspection plus repair kit and five gals of fuel*** thanked me and stated he wasn’t happy about needing another repair but gave me the okI also advised him that would be no guarantee on the this type of tank repairThe repair was performed and tank sat over night The next day fuel was added to the tank on the ground and tested for leaks, no leaks were present and reassembly continuedOnce the tank was in the shop foreman heated the counter weight shaft and straightenedAfter reassembly there was a two inches of clearance*** was called advised truck was done and he stated he would be in to pick it upSeveral days passed and he then picked up in the late afternoonI assumed all was ok and that he was satisfied with the job and price

Tom,
Attached are the copies of [redacted] two letters and all service repair orders. A brief summery of our interactions with her are as follows. The first visit was RO#[redacted] 4/21/2010 sent over by [redacted] concern was a SES light and a misfire. Technician found a cracked spark plug...

and it was replaced, [redacted] was aware of this repair. Vehicle was brought in 7/22/15 RO# [redacted] with a concern of a SES light on . Technician found the PCM needed to be reprogrammed and the program was performed for the diagnostic fee, also found was a cracked PCV tube and a needed throttle body cleaning service customer authorized repairs and they were completed. The vehicle was brought back 7/30/2015 with a SES light on again and the door ajar lamp stayed on all the time. Technician scanned system and found a code for front upstream oxygen sensor, once the diagnostics was performed the sensor was deemed defective. The door ajar switch was found defective for the l/f door. Customer authorized repairs and work was completed all diagnostic fees were waived as a courtesy. The last visit was RO#[redacted] 8/5/2015 the concern was again the SES light was on again. Both the technician and shop foreman looked at the vehicle. The oxygen sensor was checked for proper operation and passed . The intake was removed and foreman noted one injector was replaced and all other appeared to be original after further testing it was found the new injector failed the test. Customer was advised our recommendation was to replace all six injectors to start with, drive vehicle over night for a recheck to verify repair. Customer declined repairs vehicle was put back together and released back to customer 8/7/2015 again the diagnostic check out was done at no charge as a courtesy to the customer(Note over seven hours was spent on this vehicle to perform diagnostic tests and reassembly after testing.) If you need any other information let me know.
 
Regards,
 
Terry M[redacted]
This above is from my service manager.
 
We were aware of her concerns and offered again to look at the car when the letter was written. We did not here from her in regards this issue. We tried to repair the car to the best of our ability, unfortunately sometime older vehicles have concerns we cannot diagnose and repair without multiple attempts. We already extended several hours of no charge diagnosis to try and repair the car. We would also offer 2 free oil changes or $50 credit if the customer would like, but we did nothing malicious or wrong in attempting to repair her vehicle.
 
Tom F[redacted]

Attached is the dealership response to **. [redacted].
[redacted],

class="MsoNormal">I attached an image of his car. During his appraisal I noted some damage on [redacted] rear bumper. [redacted] called me after leaving the dealership to tell me there was addition damage to his Fender. I told him that I noted damage on his rear bumper and asked him to return to the dealership so I could look at his car with him. He did return that same day. Upon arriving back at dealership, [redacted] showed me his rear bumper admitting to damage contained in large circle but refuting damage in small circle. Again he did admit to damage on rear bumper but not 2 scratches located in small circle. I told him that you can clearly see that all of the damage happened at the same time by the straight line of the scratches located in both circled areas. I told him the bumper repair would cost about $500 to fix. I then offered to give him an additional $500 for his trade in and sell the new car at my cost to help him attain his primary goal which was to buy a new car.

From: [redacted] <[redacted]>Date: Mon, May 19, 2014 at 10:08 AMSubject: Fwd: Complaint id# [redacted] attention [redacted]To: [redacted]
 
[redacted] | Branch DirectorTel: ###-###-####
Fax: ###-###-####
Email: [redacted]
http://www.Revdex.com.org/washington-dc-eastern-pa/|  Start with Trust® 
 
 
Revdex.com® 
serving Metro Washington DC and Eastern Pennsylvania
 
1337 North Front Street
Harrisburg, PA 17102
 
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---------- Forwarded message ----------
From: Revdex.com of Metro Washington DC <[email protected]>
Date: Mon, May 19, 2014 at 9:50 AM
Subject: Fwd: Complaint id# [redacted] attention [redacted]
To: [redacted] <[redacted]>
---------- Forwarded message ----------
From: [redacted] [redacted]>
Date: Sun, May 18, 2014 at 9:01 PM
Subject: Complaint id# [redacted] attention [redacted]
To: "[email protected]" <[email protected]>
Dear [redacted],
 
You sent me a message asking for more information regarding my statement that 'my truck was back in the shop...Not [redacted] !'
 
There was no way to respond on the Revdex.com site so I am emailing you directly.
 
To recap...I had expensive repairs done to my work truck in early November of 2013 at Pacifico Fords [redacted] service center in [redacted]. I had a new gas tank and new fuel pump, and some fuel lines repaired. It cost $3106 and took 4 days to complete. A few hours after picking up the truck I saw oil leaking under the front of the truck. I returned to [redacted]. They said that the oil lines going from the engine to the radiator were rusted out and leaking. I had them replaced at a cost of $674.77.  I picked up the truck and worked for a few months.  In early March of 2014 I returned because my new gas tank was leaking lots of gas. After a week of having my truck, the manager called me and asked me to come in and see something under my truck. When I came in the head mechanic took me to see that the counterweight under the gas tank was touching the gas tank plastic cover. He claimed that it had not left the shop that way 4 months ago in November when the repairs were first done. The manager said that if I wanted to see why the gas tank was leaking it would cost $600 to take it all apart, but that because this bar was touching the gas tank, they would most likely not be responsible. I told them to go ahead. I could not imagine how this rounded metal bar just barely touching the plastic cover could have caused any damage.
 
A week later they had it apart. I returned at lunch time and was allowed to look at the parts. I could see lots of sand and gravel in the plastic protective gas tank cover. There was a round hole in the channel where the metal strap that held the gas tank in place ran. It was clear to me that they had not cleaned the plastic gas tank cover before replacing it and that a small stone had been trapped between the plastic cover and the metal gas tank, held in place by the metal strap. Thus a round hole was slowly drilled in the metal. The hole had nothing to do with the bar touching the plastic gas tank cover. 
 
Later when I met with the manager and the head mechanic I asked them to explain the round hole in the strap channel. All they could say was that the bar touched the tank. I said that that did not explain the shape of the hole and I asked them to explain how a small round hole came to be exactly in that place. Neither of them had an explanation. They just stared at me and said that they were not responsible because the bar was touching the tank. I pointed to the plastic gas tank cover with sand and gravel in it. I said that they had been negligent  in not cleaning it, and that the gravel in there had worn a hole in my new tank. They repeated that the bar was touching the tank and nothing was their fault. I became angry and raised my voice saying that they did sloppy work and that is what caused the damage to my gas tank. At that point in time the manager left, leaving me alone with the mechanic. At that moment he grabbed me by my coat, put his fist in my face and said that I had raised my voice to the wrong guy. He would not take that kind of abuse and I had better get out before he hit me. He pushed me towards the door. 
 
The next day [redacted] called me and said he had a deal for me : He was going to patch my leaking gas tank and put everything together for just the $600 quoted to take the tank apart. I told him that I was very dissatisfied with his deal. I told him that their workmanship was negligent and I deserved a new tank at no charge. He replied that the bar was touching the tank and that this half price deal was his best and final offer. He said it would be ready the next day. 
 
It was not ready for two days, a friday. They had it for a total of 3 weeks in their shop.  I picked it up saturday morning and parked it across the street where I keep it. Monday morning I went to do some work, but found I had a flat tire. Odd that it was in their shop 3 weeks, and I pick up a nail driving it across the street...I went to do my job tuesday morning. On site I looked down and saw oil leaking. I crawled under the truck and saw the recently repaired oil cooler lines leaking oil again. 
 
I took it to another shop to be repaired, more time and more money. See the attached invoice from [redacted] repair, and a picture of the damaged oil cooler line. I find it very curious that the same thing that [redacted] fixed in november 2013 was now leaking again. I think I offended the wrong mechanic and he showed me...no way to prove it though.
 
 
Best Regards, 
[redacted] 
Owner, [redacted] ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I agree withthe 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]

[redacted],As stated in my online apology, Pacifico must follow the manufacturers guidelines when it comes to repairing their vehicles. The manufacturer also makes the decision in regards to buying a consumers car back that has had some issues. I will make sure that I escalate your concerns to...

Ford and I would also advise you to open a customer concern file with the manufacturer. You can do that at  ###-###-####.Pacifico will continue to try and work with you and the manufacturer to accomplish a mutual resolution to your concerns. Please contact Tom F[redacted] our GM at [redacted]@pacificocars.com

[redacted],
I apologize that we did not initially get you what you needed and I also apologize about our follow up. I am told the check was mailed on 4-30-16, which is after you sent in your concern, hopefully you received it if not please contact me directly. Tom F[redacted] ###-###-####

Failed to honor rewards. Rude over the phone. Never available for service appointments.

hi spoke to [redacted] this morning  - everything has been resolved

[redacted],
As stated in my online apology, Pacifico must follow the manufacturers guidelines when it comes to repairing their vehicles. The manufacturer also makes the decision in regards to buying a consumers car back that has had some issues. I will make sure that i...

escalate your concerns to Ford and I would also advise you to open a customer concern file with the manufacturer. You can do that at  ###-###-####.
Pacifico will continue to try and work with you and the manufacturer to accomplish a mutual resolution to your concerns. Please contact Tom F[redacted] our GM at [redacted]@pacificocars.com

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. They said they will be overnighting me the refund check.  I will be back in touch just in case I do not receive it tomorrow.  Thank you. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. I will contact Ford about this issue, and appreciate you doing the same. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint:...

[redacted]
I am rejecting this response because:Pacifico Ford responded to this complaint. They responded that they were not going to pay the damages sustained. They responded to their satisfaction, not to mine.Pacifico Ford determined that since the damages were repaired before the lease had expired, that they were not going to pay for the damages sustained. I informed them that I had to repair the damages due to:1. Safety reasons on windshield and bumper2. State inspection on vehicle before the lease expired. Vehicle would not have passed state inspection.They refused to acknowledge the damages and advised the Wear and Tear agreement does not provide for my payment of these items which would have been covered if the vehicle was turned in with these damages. This was impossible due to items 1 and 2 above.I feel Pacifico Ford is acting in bad faith.Thus, they refused to pay for my damages. Also, they have failed to put any of their denials in writing.
Regards,
[redacted]

We have contacted the customer and provided him with information showing the proper wheels and tires are on his car. It was our impression that he was satisfied. If he has any further concerns we would be happy to address them.