Pacifico Ford, Incorporated

[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. 
Regards,
[redacted]

[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]...

###-###-####

We apologize that the insurance protection purchased does not cover damage repaired before the lease turn in by the customer. The protection covers certain damage when the car is returned at lease end. This is all in writing in the contract the customer signed. Again we apologize for the misunderstanding

Review: April 10, 2013

[redacted] To whom it may concern:

I am writing this letter to you today in regards to the concerns that I have had with Pacifico Hyundai over the trade-in and purchase of a 2011 Hyundai Sonata on February 23, 2013. On Tuesday, February 19, 2013 I got a call from a representative asking if I would be interested in trading in my 2010 Sonata because there was an interested buyer. I had originally had an oil change scheduled for my 2010 on Saturday, I told the lady that I would possibly be interested.

On Saturday, February 23, 2013 I brought my car in and asked [redacted] who I was supposed to speak to about my phone call as there was supposed to be a salesperson that would come to speak to me. [redacted] arranged for me to speak to [redacted]. [redacted] showed us a couple of new cars and we informed him of what we were looking for specifically. He said that he had a car that he had just brought up to the front for another customer. We took a look at it and were sold; it was exactly what I wanted. [redacted] informed me that the car had just had a full check up with an oil change and that the car had brand new tires and brakes just installed on the car. The whole process took over 4 hours as [redacted] was working with myself and another customer who had came in about 30-45 minutes after we had already started to work with him. In this process of purchasing the car and trading in my 2010, I was told that my car would continue to be financed through Hyundai Financing. My car was sent to get detailed and when it came back, [redacted] (whom I brought with me) went to go check the car and move things from my old 2010 into the 2011. In this process he looked inside and said it wasn’t clean, it still had spilt food on seats and coffee stains on steering wheel. He told [redacted], and he had it sent back to be detailed again. When it came back, [redacted] went out to begin transferring my stuff over and found 2 handfuls of garbage that was found inside the car after being sent to the detailing twice. Upon arriving back and depositing the remaining garbage on [redacted]’s desk (as he was not working with us but the other customer) [redacted] and I shared our disappointment with the cleanliness of the car. [redacted] said that while we were back with [redacted] that he would clean it out.

I drove away with the car that day and on Sunday the 24th, we began to hear noises with the brakes, it sounded as if the rotors were making noises. [redacted] brought the car in on Monday the 25th so that they could fix the brakes. On Monday, March 18th there was a new sound that suddenly appeared on the car when I accelerated on normal city streets and on the highway. The sound came from the front right side of the car. Friday, March 22, 2013 [redacted] was driving my car and it stalled. He pulled the car off the highway and put it into park and attempted to turn the car off and then on again. Nothing worked. He then saw smoke coming out of the hood. He opened the hood and checked the oil and everything was fine as it relates to oil. I was out of town at the time and [redacted] and I arranged for Roadside assistance. The first tow truck refused to drive the car to my dealer in [redacted] The second truck charged [redacted] $52 for the tow. On Saturday March 23rd [redacted] arrived back at Pacifico to address the issues with the car (which was what an individual told him to do on Friday night when the car arrived at the dealership). When he arrived on Saturday he was told that no one would look at the car until Monday.

While [redacted] was at the dealership, I spoke to [redacted] about my extreme disappointment in this total situation. Beings as though I had a car that appeared to be 100% fine and that all of the checks were done on the car. The only thing [redacted] could say was, “I understand something similar happened to my wife.” At the time, no one wants to hear those things. I began to ask [redacted] more about the service history of the car and began to ask for the car fax report on the car. [redacted] said that he would arrange for me to get the car fax report on the car and let me know that I would have to speak to someone in service area to get the service records on my car. From my understanding when purchasing a car from a dealer, the car fax report should be provided with the car upon purchase of the car. Had I known I would be dealing with these issues on the car, I think I would have asked more questions prior to signing the papers.

I got a phone call on Monday March 25th from the Hyundai mechanic who informed me that it is the engine that the brackets locked up and they needed to take the top off to take a closer look. He also shared with me that they started by putting a new starter in, thinking that it would solve the problem, but it didn’t. So the gentleman informed me that he would keep me posted on my car and when things were ready. On Wednesday March 27th, I called [redacted] to remind him to have those materials for me when I get back into town on Thursday, March 28th. He said that it wouldn’t be a problem and that he would have the documents ready for me.

On March 28th, 2013 I arrived to pick up my loaner car and to gather the papers that [redacted] had told me he would have available for me, and that [redacted] told me he would personally have available for me. When I arrived, I asked to speak to [redacted], the gentleman at the desk informed me that today was [redacted]s regularly scheduled day off. When I arrived in service, [redacted] had no idea what was going on and why I was there. [redacted] did not have papers available for me, told me that he would send them to me, but that he didn’t have anything. Mind you, it was early enough in the evening that he could have printed all of the documents out for me while I was there.

Upon arrival at home, I noticed I had a bill from [redacted], I had never heard of this company before and it was for a loan. I called (3/29 & 3/30) [redacted] and [redacted] to seek information as to why I was receiving a bill from [redacted] instead of Hyundai, but there weren’t available at any time. I called [redacted] again on Monday, April 1, 2013. I called on a couple of occasions trying to touch base with her. I even called [redacted] to ask him what was going on. [redacted] was short and curt with me on the phone, said he had no idea what I was talking about and transferred me to [redacted]’s voicemail. At that point and time I left her a message asking her to call me as soon as she can that it is important that I speak with her. This was at 2:30 pm on 4/1/13. On 4/2/13 at 4:30 pm, I still hadn’t heard anything from her and so I called her myself. I referred to the message that I left the previous day and that I had asked her to call me back and that she hadn’t called me back. She disregarded the fact that I had said anything and asked me what she could help me with. I work in education and every parent in my school is important to me and I have to give them the best customer service at all times, because that is my job. I have a requirement to call all parents back within 24 hours of a message being given, it is extremely disappointing that [redacted] disregarded my phone call and disregarded the fact that I acknowledged the fact that she didn’t call me back. In this phone call I asked her the all important question about why had she said that I was being financed through Hyundai and I wasn’t. She informed me that that company gave me the lower rate. Here’s where the major problem is….because it was stated by both individuals, [redacted] and [redacted], I sent my car payment, prior to me leaving to go out of town, to Hyundai Financing. When I spoke to [redacted] they told me I still had to get a payment in as soon as possible. [redacted] gave me another number to contact someone at the financing department. Upon speaking to them, they informed me that yes they received my payment and that my account was closed. I asked how long it would take to get my payment back. She replied that it would take 10-15 days for them to process the check and send it out. Why is it that it takes that amount of time to send money back that doesn’t belong to them in the first place? Why would they accept a payment without an account being open in the first place?

It is now April 5th and I receive a voicemail from the Hyundai mechanic, “Pretty much car is looking good. Going to finish up, going to test drive, but pretty much should be ready. I’m pretty sure Monday you will be able to pick it up once test drive is done.”

On April 8, 2013 at 4:38 pm, I hadn’t heard from anyone about my car, and honestly I’m getting upset, as it doesn’t seem right that there is such a lag time between my car being fixed. I spoke to [redacted], he informed me that there was a small leak in a hose and that they put in an order for it that morning and that it would be ready to go Tuesday, April 9. I asked him about the Tow charge (back on March 28, he informed me that [redacted] would be contacting me to get information about the tow charge because I should have never been charged for it) as I hadn’t heard anything from anyone. He said that he needed to copy the receipt when I come in next. I asked him about my service records that he told me he would send to me in the mail. He informed me that it was sitting right there waiting for me when I pick up my car. Why is it that I am the one calling them? Why did I not get a phone call from them about my car prior to this point in the day?

It is now April 9, 2013 at 4:40pm and still no phone call…so again I call. Refusing to leave a message because by this point I’m so upset that my car isn’t ready and that I have been waiting this long to get my car. I inform the woman who answered the phone that I had to speak to [redacted] or the man who has been working on my car, as there is no reason why I didn’t have my car after nearly 3 weeks of it being in the shop. Unfortunately I was informed that my car was still not ready. That the last truck of shipments arrived and my part wasn’t on it. He informed me that it ‘should’ be ready tomorrow.

April 10, 2013….completely frustrated with the customer service, the run around, the lack of communication, I began to drive home from work. At 5:09 pm [redacted] calls to inform me that my car is ready.

The worst part, tomorrow is Thursday, and guess who isn’t working on Thursday? [redacted], I feel as if has been giving me the run around, to the point where I haven’t called to speak to him because of the fact that he was perfectly respectful and courteous when he was selling me the car. But the moment something goes wrong, it’s as if he throws his hands in the air and it’s not his responsibility. The same thing goes for [redacted], I feel, once she takes a customer through her part, joking around with the customer and talking with them through the signing of the papers, that she is hands off and doesn’t want to answer the tough questions.

My car was in Hyundai’s possession from March 22, 2013-April 11th (as I didn’t pick up my car after work today, because I would battle traffic for an hour in order to get there). That is unacceptable in every way shape and form. Hyundai also needs to develop a policy, or have their sales persons be more accountable for providing this, but car fax and service records need to be provided on all cars that are purchased through Hyundai. [redacted] hasn’t followed through on this with me, and I’m stuck wondering what is wrong with my car? Where did it really come from? What else will I deal with down the road? I love my car, but I feel so much regret with purchasing this car because I fear that I will be dealing with issues for the long haul. I wish I hadn’t traded my car in, my old car was more reliable, sure it had more miles, and wasn’t exactly what I wanted (as I found that in my 2011 purchase)…but at least I didn’t have to have my car sitting in the shop for nearly 3 whole weeks to get an engine.

The problem is that I had to keep calling Hyundai in order to get an answer from them regarding my car. I feel as if I was never given a direct answer from anyone, but kept getting the run around just to get me off the phone. [redacted] has had an engine replaced in his car (a much older model of a [redacted]) and the process of finding the engine and installing it took only one week to have it shipped, installed, and test drove. This has been the most frustrating process that I have ever been through with purchasing a car, and it honestly puts a bad taste in my mouth as it relates to Hyundai cars. With my 2010 Sonata I have never had any bad experience with the car. It was a wonderful experience; I was treated kindly every time I was dealing with. I have a much nicer car now, however, I will not be purchasing a car from Pacifico Hyundai in the future because of this experience that I have had with the employees at the Pacifico Hyundai. The only reason why I traded in and purchased a car through Pacifico Hyundai was because of the wonderful service that I received. I will not be referring anyone to Pacifico Hyundai for a new or used car anytime in the future because of the terrible customer service and lack of communication from the employees at Pacifico. Both [redacted] and [redacted] completely disregarded my concerns once I started to have problems with my car, which is not customer service.

At this time I am requesting a meeting with the owner or general manager of Pacifico Hyundai.

I’m really disappointed and it’s imperative that the owner or general manager get into contact with me regarding the issues that I have had. It is very easy to spread negative experiences had with purchases such as cars on social media and blogs, I have refrained from speaking poorly on social media up until this point, believing that this issue will be resolved above and beyond what I would originally hope to be done. I don’t want to spread any negative stuff about the employees, service, or even Pacifico Hyundai, but if not contacted and things made right, I will begin to share more information with my friends, family, colleagues and so on through social media.

Sincerely, [redacted]Desired Settlement: I do not want just anyone to call me, I want to speak directly to the general manager or the owner of Pacifico Hyundai as I believe it is necessary that they are aware of the employees that represent their company and their name. A change in policy or higher levels of accountability--to provide service records as well as carfax reports for all used cars purchased through Pacifico Hyundai.

Consumer

Response:

Revdex.com of Metro DC and Eastern PA

10:19 AM (6 minutes ago)

to me

---------- Forwarded message ----------

From: [redacted]

Date: Thu, Apr 11, 2013 at 6:25 PM

Subject: ID [redacted]

To: "[redacted]

I am writing to let you know that I was contacted by Pacifico Hyunday

this afternoon, and have already begun to get things settled with

them.

Thanks for your assistance

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

Review: Letter to [redacted], General Manager of Pacifico Ford:

**. [redacted],

It has come to my attention that [redacted] and you had separate telephone conversations with my wife, [redacted], this morning regarding our leased 2013 Ford [redacted]. Based on what I have heard, I do not appreciate the unprofessional manner in which you both conducted yourselves during these conversations. In what turned out to be yet another futile attempt to resolve this ongoing affair, she was treated with disrespect and her intelligence insulted. Suggesting she take a small Lemon Law settlement and apply it towards a new vehicle was completely out of line. Belittling a customer’s concerns and treating them with disdain hardly seems like the normal practices for a general manager and service director.

As you are no doubt aware of our situation with the [redacted] (a letter sent on April 16, 2013 is attached for your convenience in the event you have forgotten), I will jump directly to the focal point of the issue. [redacted] and I are still, nearly two years later, overpaying for a vehicle that has been problematic and obviously defective since the lease was signed. You claim that Pacifico has done everything to accommodate us, yet in reality nothing has been done. Our time was still taken from our jobs to spend in your service department, only to be told that no answers were available for recurring problems. You and others have asked what we would like, and each time our response has been to end the lease on the [redacted] and move onto another vehicle. Having been told that is not a possibility, we took it upon ourselves to contact Ford Motor Company directly to report a complaint as well as ask about dealers buying back leases. Not surprisingly, we were advised that dealers have the ability and authority to do pretty much anything they desired. Additionally, I have discovered documentation of past precedents in which Ford dealers have in fact bought back leases to resolve similar issues – many involving the same engine in our [redacted] and your SYNC and MyFordTouch features. I would be glad to discuss these cases in greater detail to further show how Pacifico Ford has actually done essentially nothing to alleviate our aggravation in this matter.

In the same way a single, unsatisfactory experience can tarnish a patron’s opinion of a restaurant, Pacifico Ford’s handling of this situation has been exceedingly disappointing. This 2013 [redacted] and the lack of cooperation to rectify any of the troubles associated with it have left a lasting impression of your group. Several descriptive words come to mind – impersonal, incompetent, uncaring, indifferent, callous. These are certainly not the qualities of a business I’d want a long-standing relationship with. I am embarrassed to be your customer and neither [redacted] nor I hesitate to tell anyone who asks what it’s like dealing with Pacifico Ford. I dread any time service is required because even the thought of having to travel to your location is enough to induce anxiety.

I have absolutely no faith that any of our concerns will actually be addressed, let alone settled. You and others have made it clear that nothing will be done. The term “above and beyond” has always been the cornerstone to customer service. For Pacifico Ford, your motto would more aptly be “striving for mediocrity.”

Sincerely,

[redacted]Desired Settlement: -Acknowledge vehicle is defective, agree to "buy back" lease and start over in new vehicle

-Treat customers respectfully, refrain from condescending attitude, especially from management

Business

Response:

To whom it may concern,

Review: I hand washed my car and immediately drove to Pacifico [redacted] to test drive an new [redacted]. The only damage to the body of my car was a scrath on the right fender and a scrape on the right bumper.

However, after the appraisal, there was a ding in the right fender with the paint scraped away. I know that this was not there before because I hand washed the car and drove to the dealership. The sales manager disputed my claim.

Business

Response:

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

[redacted],

Review: I told the service department my car's engine was revving when idle and that my car had turned off multiple times when I was either backing into reverse or slowing to a stop. They put on the receipt and charged me over $600 to replace faulty brake cables due to "acceleration issues" I had complaints about. I never once said anything about acceleration issues. My problem was stalling out and a rough idle. After they "fixed" the repair and encouraged me to come back to the dealership for a new car, my car stalled out again and the engine continued to rev when idle. I took it to another mechanic who said brakes have nothing to do with stalling out and what he found was maintenance that needed to be done (even though [redacted] said my car was in "great condition" and has been "very well maintained"), a filthy air filter, and a vacuum leak. He gave me the bad hoses and filter as proof.Desired Settlement: I want my money back for the unnecessary repairs that did not address or fix any of my problems.

Business

Response:

Forwarded message ----------

From: [redacted] <[redacted]>

Date: Tue, Jan 28, 2014 at 4:09 PM

Subject: RE: complaint [redacted]

To: [redacted] <[redacted]>

[redacted],

Below is the response from our dealership after speaking with my service manager, the service writer and the technician involved. If you have any other questions please let me know.

Hello **. [redacted],

I have reviewed the documents that were enclosed with the complaint. I also spoke to the service consultant who was in contact with [redacted] and the technician who conducted the repairs.

When the vehicle arrived at the dealership and came off of the tow truck the vehicle started and ran fine, but the rear brakes were locked in the engaged position and the vehicle would not drive or roll without an extremely increased engine load.

The vehicle was inspected and the parking brake cables were bound up and retaining the parking brake in the engaged position. [redacted] was contacted and approved the necessary repair. The repair was completed with three new parking brake cables being installed and damaged cable retaining hardware had to be drilled out and replaced. The parking brake system was inspected and operating as intended at that time. The vehicle was road tested and no additional repairs were recommended at that time.

While we had the vehicle in for service we completed an open service campaign that entailed replacing the engine cover hardware. The was done at no charge to the customer.

In reviewing our repair invoice I see the service consultant did not make any note of the stalling condition not be able to be duplicated. I can ensure you that if the condition was noticed the technician would have requested approval to correctly diagnose the condition. In his notes I see that the vehicle was road tested at the completion of the repairs and was labeled as being “ok”.

In reviewing the repair invoice from [redacted] I noticed in the notes from their technician that the stalling condition could not be duplicated during the road test.

In closing, I feel we addressed and repaired an obvious condition of the brakes staying engaged. We had to complete this repair prior to any drivability issue could be diagnosed. After the brake repair was made the vehicle was road tested and operated as intended.

Let me know if you need any further information.

Thank you,

Service Manager

Pacifico Auto Group

Work: ###-###-#### ex[redacted]

Fax: ###-###-####

Review: This is the letter I wrote in reference to my repairs. I was asked to bring my vechicle back in. When I took it back in after they asked me to bring it in( Nov. 2013 I was told what there is a tiny whole in my evaporator and will cost another 1,100 dollars to fix.And the vechicle is an older vechicle , however it was older when I first took it in for the repairsSeptember 29, 2013 I am writing this letter in reference to a repair that has been ongoing with my vehicle since May 2012. I have been using this Ford facility since 2006 and will continue to do so. My service advisors are great and have done all that I believe can be done. My vehicle has been at Ford service ten times for the one repair my air conditioning system. My vehicle was last repaired on September 12, 2013 and the air conditioner once again no longer gives out cool air and I only use the air twice since the last repair. And that was yesterday September 28, 2013. However each time a service has been done, the air condition will work no longer than 2-3 times of using it than the same problem exists. I will not bring the vehicle back for any more repair for the air condition. As I explained to the advisors in July I didnt want to bring it back then I was going to get a second opinion on the air conditioner. I was told they would get to the root of the problem, however the problem still exists no working air conditioner. For two summers I was without air working in my vehicle.I have, paid $2,182.19 in out of pocket expenses and that is not included what was covered under my warranty plan for one repair. I would like to know what the policy is when the problem still exists with a repair that has been ongoing since May 2012 September 2013. I am looking forward to hearing from you to see what can be done to resolve this matter or to see what your policy is in reference to a matter like this.Desired Settlement: Partial payment given back to me that was my out of pocket expenses. And to inform my warranty company that the repair was not sucessfully completed.

Business

Response:

Review: In November of 2013 I had $3,100 worth of work done to my 1994 [redacted] work truck. It was leaking gas and needed a new gas tank, and fuel lines. They suggested a new fuel pump as well and I agreed. They showed me the work would be expensive because my truck had a big heavy stabilizer bar fastened by 4 bolts under the gas tank. Removing this to access the gas tank would be expensive. I agreed to the work. On March 3rd I took it back to [redacted] because it was leaking gas. I expected them to fix it. After a week they called and said that the metal stabilizer bar below the tank was touching it. They said it had not left their shop this way. I did not change anything or have any work done to it. I drove it for 4 months, 2,300 mi. They said it would be $600 to take it apart and see what had caused the leak. They implied that I had changed something under the truck. They told me to come in and see what they claimed was the cause of the problem. The bar was just touching the protective plastic cover, and there were no marks in the plastic. I told them to proceed assuming that there must be a fault in the gas tank. A week later when they took it apart I came back and saw that the plastic cover had sand and other road debris in it. It had not been cleaned the first time they did the work before replacing it under the tank! A small piece of gravel had been trapped between the metal tank and the plastic cover right in the channel where the strap that held the tank in place ran. This piece of gravel wore a round hole in the gas tank causing my leak. They would not even look at the evidence or explain how a flat bar touching a plastic liner may have caused a hole in my tank. When I pointed to the mess in the cover and the round hole, they ignored me. The manager walked out and the Mechanic grabbed me and threatened me with violence. After having my truck for 3 weeks they charged me $657 to patch my tank and replace it. This was the 'Deal' they offered. I paid so I could get to work again.Desired Settlement: I want a new gas tank and a refund of the $657 I paid to get my truck back with the patched tank. I no longer trust these people. I want them to pay for a shop of my choice to do the work. I want a written apology from the mechanic for threatening me and an apology from the manager for refusing to look at the evidence. I want their apologies to include an admission that they were careless in not cleaning out the plastic gas tank cover, and that they installed the stabilizer bar wrong.

Business

Response:

Pacifico will not be giving any more money to this customer as we already worked with him to get his vehicle repaired.

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 10/30/13 65231 miles RO 143982. The fuel tank ,sending unit, and several lines were replaced . Total cost was $3106.13 The vehicle was brought back 3/4/14 for a fuel leak inspection RO 152094 miles 67536 (driven 2301 miles). After initial inspection customer was called and asked to come in to talk to the shop foreman. Customer 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 shield. At that time was agreed the technician would take fuel tank down and access the damage $550.00 was authorized for disassembly and inspection. After the tank was out the customer was called and came back in for a second inspection. After spending about an hour with foreman it was agreed that the bent counter weight had caused the damage. Customer was advised the tank would be replaced again and the counter weight would be straightened to achieve needed clearance. The customer called [redacted] Pacifico the next morning and discussed the repair with him and gave his ok to proceed with the repairs. The customer than showed up at the shop around noon that same day and was very upset and offensive, the manager [redacted] walked away to call [redacted] Pacifico and [redacted] continued to yell at three employees and swing his arms and point his fingers at the foreman’s face. At 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 discuss. Once on the phone with [redacted] I listened to his concerns. I advised him we valued him as a customer and a vender we used from at times. I 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. [redacted] thanked me and stated he wasn’t happy about needing another repair but gave me the ok. I also advised him that would be no guarantee on the this type of tank repair. The 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 continued. Once the tank was in the shop foreman heated the counter weight shaft and straightened. After reassembly there was a two inches of clearance. [redacted] was called advised truck was done and he stated he would be in to pick it up. Several days passed and he then picked up in the late afternoon. I assumed all was ok and that he was satisfied with the job and price.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Mon, May 19, 2014 at 10:08 AM

Subject: Fwd: Complaint id# [redacted] attention [redacted]

To: [redacted]