Westlie Ford Inc

Once again we are sorry that Mr *** is unhappy with our explanationUnfortunately as we have said we are not responsible for ads on third party sitesAll we can do is correct the pricing on our websiteEven our website can have an error on itThat is why we have a disclaimer on our website like we have explained to Mr *** beforeOnce again we are sorry that our response is not the response that Mr.*** wantsWe have went over and above our contractual obligations trying make them happy months agoWestlie Ford considers this matter closed and we will not be responding to this complaint againWe have explained to Mr *** what happened and how the transaction cleared out by Westlie Ford giving him more for his trade than it was worthWe proved this by showing what his trade sold at auction for along with cut them a check back at an amount that Mrs *** agreed to which we did not have to doIt has become obvious that nothing that we do will make them happy unless they get what they want and unfortunately we are not going to agree to the demands Thank you for your time.
Ryan D***

Complaint: ***I am rejecting this response because: Again the information given by Westlie Ford is not in complete truth from the conversations we had.I explained at the time of the drop off about other issues relating to the same vehicle while in Canada in December and these concerns were relayed to Westlie's staffThe car when dropped off by the tow company was NOT running, it took a couple of attempts with jiggling keys to get it to turn overHowever, when turned off, it didn't start again and this is why the requested diagnostic was being runI explained as well at that time that the MSA Ford dealership in Canada had reset the codes so that the car would be able to be looked at in the coming months, an issue at the time was to keep an eye on oil consumption owing to an Osensor being listed as a code issueThe oil levels haven't changedThe non start (transponder) issue was not one of the codes that came up on the diagnostic in Canada.It seemed that the staff at Westlie Ford was more interested in going home for the night than in the situation with my car which I wanted to be thoroughly checked out at the earliest possible time
It should matter on listening to the customer concerns and ensuring customer satisfactionI felt that regardless of how long someone has had training, that if there are pieces of information that don't fully correspond with the coded diagnosis, that maybe they should be given some weight
Because it is a coded issue, there are only so many places one can go to have codes checked and worked onHad this not been the case, I would have remained at my regular mechanic which is where the car came from in JanuaryOn April 22, the manner in which Westlie is now contending the situation as unfolding is not accurateI was trying to get the car to the shop which had done the initial work to see what was failingOnly after explaining that the vehicle was not functioning, that I had called left messages etc, that all of a sudden cars this person had to deal withI would have been fine getting car to dealership, even renting a car for the days down so that the issue would be taken care of, but there was no option offered.Yes, I did get flustered at this point, because I now felt like I was setupI asked to speak to a supervisorI was REFUSEDI then put out that I would look at legal action if I didn't get to speak to a supervisorAt no time was a lawsuit suggested or implied, but I wasn't about to allow my request to speak to a supervisor go unfilled considering that the first employee seemed to have no intereest in finding a solution and instead seeking it seemed, more problems or excuses
At no time was I told that the supervisor was in another department, and at no time was there ever a discussion as to the earliest vehicle could be looked atI just wanted it to the place that did the initial repair to figure out what went wrong and why they didn't listen to my original concerns
I had asked that the system be thoroughly checked, this was not doneInstead I get a supervisor, following three attempts to get some kind of an answer, being rude, nasty and exceptionally unprofessional
No consumer should ever have gone through what I did with this Mario individualThat I take the car to another dealership, explain the situation and have the same codes come up, how interesting it is on that same scenario, that it is a full blown component that is at fault
Perhaps the business is really too busy with the workload to adequately take care of all its customers and while I can say it is my first time at Westlie, not only will it be my last, but I learned a very painful lesson in the process.I agree you can't please everyone all the time, however, I also feel that if a customer who has paid good money in full has information which might prove to be fruitful, it should be given the opportunity to be heard
In closing, I feel that the issues I had were given no weight, that I have been made to be looked at as some rude, insensitive vulgar person, a scenario I most vehemently deny.This is simply a case where my information was cast aside and I am the one who is several hundred dollars out of pocket
Sincerely,*** ***

We met Mr*** on January 4th 2016. His vehicle was towed in late Monday night 4:pm and we did not have a technician available to look at his vehicle and he was very distraughtHe was even more distraught when his vehicle started right away. he asked if we would
keep his vehicle overnight and look at it and see if we can conclude a root cause of his failureWhile testing the transponder showed to be out specsWe could not continue further testing until that component was replacedWe replaced it and the vehicle started fine the entire day and the vehicle was released to Mr*** on 1/5/2016. We are now more than days since repairs and one thing that stood out with *** is his time restraints due to his jobOn his first visit we provided a rental vehicle from Ford Motor Company and can only call him on his lunch break. he told us he could not bring his vehicle in sooner because of his work schedule and when he was informed on 4/22/that our schedule was booked for the day and we could not guarantee him that he would get his vehicle back in the same day he began to curse and be vulgar with our female advisor and then threatened a law suitShe then discontinued her conversation with himHe continued to call back and spoke to multiple female employees in a hostile toneI was not ignoring Mr*** telephone callsI was over at our Body Shop location(offsite) filling in for the dayI was asked to come to the main Dealership because many female employees felt uncomfortable by Mr*** and his demeanorI was able to speak to two employees who informed me of their conversations with Mr*** before I received his call to meNot shortly after Mr*** called againI was able to speak to Mr*** myself. He began to share with me his side of the story and when I began speaking and share with him my employee's version, he began treating me with hostility as wellAt that time I felt that it was best if Mr*** take his business elsewhere. I let Mr*** know that he has a year unlimited mileage warranty on the part we replaced back in January and he can take his vehicle to any Ford Dealership nationwide just not oursWe had many staff members take his phone calls that morning and all felt very uncomfortable with Mr***After speaking to him I understood their positionMr*** was making demands and was very hostileIt was for that reason I felt we should not continue doing business with Mr*** and notified our General Manager of my conversation with Mr***I believe with the events that had taken place it was the best decision for both parties

Thank you for sending this information to us in regards to this transaction.  We have responded to Mr. [redacted] and gave explanation of the transaction already.  We in good faith refunded Mr [redacted] $3000 to try and make him happy.  We in no way are in control of another companies mis...

advertising (Edmunds.com).  We in fact have a disclaimer on our website in case something is priced wrong.  I am going to copy the email response that we already gave Mr [redacted].  Westlie Ford went above and beyond any contractual obligations already for the customer.  We are sorry that Mr [redacted] is not happy with his purchase we go above and beyond to assist our customers as much as we can.  In this case we are not able or obligated to do any more than we already have. We have provided Mr [redacted] copies of his transaction with his and Mrs [redacted]'s signatures on them if they need more copies please feel free to let me know and I will forward them on.  Please feel free to contact me with any questions.  Please see the initial response to Mr [redacted] below.  We consider this case closed and will not be refunding the amounts the customer is requesting. 
 
Thank You
 
Ryan D[redacted]
Westlie Ford
General Manager
 
Mr [redacted]
 
I am sorry that you feel that you were treated deceptively.  Unfortunately the amount of money you think that this dealership made on this transaction is not correct.  What was stated to your wife was that she had come in the day before and explained that she knew that we did not have to do anything but asked if we would work with her.  At least that is what I was told.  Westlie Ford did not have to cut a check back for anything but we actually do care about our customers and were willing to refund $3000.  Mrs [redacted] agreed with that and left.  The check was cut as promised.  The reason that I explained to Mrs [redacted] the next morning that I would rip up the check is because if that was not going to make you guys happy why would the dealership have done it in the first place.  I do apologize if I offended Mrs [redacted] but in a case like this it is very frustrating to be told one day earlier that you were accepting off a mutually agreed upon offer just to be told it is not good enough the next day.  Once again I am sorry if anyone was offended.
 
There is nothing that says anything about taxes on your paperwork.  It says no payments for 45 days, 100000 mile powertrain warranty and simple % financing with no prepayment penalty.  All of those are true statements.  Now you are saying that you do not want the GAP insurance and that we were supposed to include your taxes.  Your initials are right next to the okay for Gap and we are in a state with sales tax and Westlie Ford has to assure that the taxes get paid.  We collected the taxes and took care of your licensing and perfected the title for the lending institution.  If you do not wish to have GAP insurance that is an easy fix.  We just need a form signed by you authorizing to cancel the GAP and the balance will be mailed as a principle payment to your loan. 
 
As to the Dodge that you Purchased from us being advertised for less online.  Westlie Ford only has control of our own website.  Unfortunately because the truck was so new misinformation was found on a secondary sources website that is not a website managed by Westlie Ford nor controlled by Westlie Ford.  We are responsible for the pricing on our dealership website which is www.westlieford.com.  Westlie Ford is not responsible for what is on a secondary website.  Westlie even has a disclaimer on our own website that states "DISCLAIMER: We make every attempt to keep posted prices, vehicle information, listed equipment and options accurate and up to date. In the event that inaccuracies may occur, we reserve the right to modify and make corrections in a timely manner. All prices are subject to this correction policy and are a part of the terms of use of this Web site.
 
Where the disconnect comes I think is that we gave you more for your truck than it was really worth.  We have sold your trade in at auction already so Westlie Ford knows the true value.  This is not what Westlie Ford thinks it was worth it is now what the truck actually sold for with hundreds of people at the auction with the opportunity to bid on it.  So let me write it out and see if this helps make sense for you.
 
Actual Car Sale As Written
 
$41000                  Sales Price
 
$10000                  Trade Value (Actual Cash Value "ACV" $5000)
 
$31000                  Difference
 
$900                       Gap       
 
$2997                    Tax, License and Doc
 
$34897                  Total Financed
 
So what this shows is we gave you $5000 more than what your truck was worth in a real wholesale environment and wrote you a check for $3000 which was approved by Mrs [redacted] as a good gesture to try and make the situation better as we always try and do with our customers.  See below how the numbers come out if we had showed you true numbers for your trade in.
 
$36000                  Sales Price
 
$5000                    Trade Value
 
$31000                  Difference
 
$900                       Gap                       
 
$2997                    Tax, License and Doc
 
$34897                  Total Financed
 
As you can see everything is the same when it comes to a total out the door price. 
 
The numbers are taken right off of your contract, if you wish to review.  You were told that the payments that you were agreeing to included everything in the out the door price which you initialed.  We did not ask for the $2997 in tax and license fees to offset the payment.  We did as promised which you both signed for on many different documents which you have copies of.  I am including a copy of the sale sheet and actual check for your trade so that you can see that Westlie Ford is not making random numbers up.  Our appraisal was very close to being right on compared to what it actually sold for at auction.  This has nothing to do with what you thought your trade was worth it is what Westlie Ford thought it was worth and in return what the open auction market thought it was worth.  You agreed to a $10000 value against $41000 we knew that the truck was not worth $10000 before it arrived at our dealership. 
 
If you would like to discuss this further that is fine.  You are more than welcome come in and we can discuss.  Without contacting any of our legal council we can see that we have nothing that is illegal in anyway under Washington State Law or Federal Law.  In fact we have went over and above our contractual obligations by refunding you any money.  We do try and make our customers happy but unfortunately we can not always do that.  At this point Westlie Ford considers this issue closed and over.  If you wish to forward this case to the Attorney General we will respond to the its request with this letter. 
 
Ryan D[redacted]
General Manager
Westlie Ford

Mr. [redacted] has not been a loyal Westlie Ford customer, not to be held in a negative way but rather as a definition, that we have never seen his vehicle before. We have never changed the oil nor seen any other issues with Mr. [redacted] vehicle. When his vehicle was dropped off by the tow company it was running. We ran a diagnostic tree based off the codes we retrieved and the only faulty component showing on January 5, 2016 was the transponder. Every Ford Technician receives the same training globally and all protocol and procedures where followed by our Senior master Ford Certified Technician( 21 years employed at Westlie Ford) based off the workshop manual and the specs range provided by Ford Motor Company. On April 22nd, once Mr. [redacted] was told that we had a full schedule and we could not promise him that his vehicle would get looked at on that day or promised to be completed on the same morning or day, his demeanor changed. We prioritize our appointments first then walk-in's second, as most dealerships can only do to be fair to all their customers. Its a fair and unbiased system to all consumers. I understand working long hours, and cell phone reception at work can be an inconvenience, however these are all out of the control of the dealership and solely the responsibility of the consumer. We do understand when customer's are upset when their vehicles break down. Its when the customer begins to dictate, demand and threatens law suits in which we do not respond to. He could have had his vehicle towed in and we would have looked at it in the manner in which it was received, yes it might have been on the 25th however this was not acceptable to Mr. [redacted]. Mr. [redacted] vehicle had an intermittent concern when it was brought to us in January. We sold Mr. [redacted] the only defective component in which we were able to identify on that visit. If all the test performed would have shown everything is ok then nothing would have been sold, however his transponder was faulty and he elected to proceed with the service. Mr. [redacted] has a 2 year unlimited mile warranty on that component at any Ford Dealership nationwide. We can not predict what else might fail and how long it will take to fail on Mr. [redacted]s vehicle. We can only replace what we identify at the time the vehicle is in for service. The only person responsible for paying Mr. [redacted] repairs on failed components is Mr. [redacted] alone.

Complaint: [redacted]I am rejecting this response because: of many inaccuracies.
 
Back to January 5, 2016, I had just spent about $300 on towing to get the car to Camas on the day in question. I had the car towed to my regular mechanic and I explained the non start issue and also that I had other sensors go off that week while I was in Canada for the O2 sensor as well as a non start issue The dealer in Canada had reset the O2 sensor but suggested it might go again and that the computer may be having an issue that it would be less expensive to get repaired back home. The mechanic that I regularly go to was able to retrieve codes that reflected the non start and had several issues with it and suggested it was beyond their expertise and that reset would have to go through a dealer. The closest dealer was Westlie Ford in Camas. I called them, explained the situation and they said they would look at it if I could get it to them that afternoon. With the weather, tow companies were backed up and the car wasn't able to arrive until about 4:30pm.
Once there, they told me that the shop was closing even though the hours on the door said til 6pm, they said this was only for pickup, that mechanics stopped at 5pm. The vehicle didn't start right away, it took a few attempts and I was surprised that this had happened, but right away, it wouldn't start and they said a diagnosis would have to be done on Tuesday. I told them I needed to get to work to be able to pay for repairs and they rented a truck to me which I had to pay for.I explained at that time the issue I had while in Canada and asked that they check the computer, wires etc as I felt there was something more than the non start as they were able to start the car, but not on a regular basis.
 
My job is a 6am to anywhere up to 6 or 7 in the evening 5 - 6 days a week and I was the only person who did the job I do on a regular basis. I work in a "concrete jungle" where phone reception is poor and breaks are where you can find them. This was explained to Westlie Ford.
Over the next few days I had issues with the car and attempted to contact Westlie regarding the issue within the first couple of weeks, but never heard back. I didn't know who the agent was on my car. as the issues grew worse, I called on a free day for me, a Saturday and spoke to a tech there. He said that they didn't do repairs on Saturdays that simple oil changes were all they offered as they used student labor and probably not the best to look at a complex issue to what I had. He did look up the agent I was to deal with and I then tried to make contact, but again with my work schedule, this was not an easy task. I'm not trying to be avoidable, it's just that I am relied on heavily at my job and just recently took on additional responsibilities that make my availability even less.On Wednesday and Thursday it took well over an hour to finally get the car to start and on Friday April 22, the car wouldn't start at all.
I made the call to Westlie Ford and spoke with Marie. She was more interested in talking about the 20 cars she had that day and at no time even offered to schedule the car in nor offer an opportunity to make a date to bring it in. I stated that I felt the work was not properly completed and that I felt that the issues were unresolved and there seemed to be no interest in fixing the car correctly and suggested at that time that perhaps I needed to seek legal action if I found that what I felt with regards to the computer system being the issue meant that I had wasted several hundred dollars bringing the car there for an incomplete job when I had asked.
I asked to speak to a supervisor and was told that this person wasn't in and I asked what time this person would be in and who this person was. Marie identified this person as Mario and he would be in at 9:30. I made a call at 9:30 and asked to speak to Mario and was told he wasn't in. I gave my name and number and asked that he call me the moment he got in. by 11:30 I still hadn't heard from Mario and was running late in the day as to where the car might make it to a shop to be reviewed and or repaired. I called back to Westlie Ford, asked to speak to Mario and was rebuffed on two separate times in the conversation. I told the person that I was told he would be in at 9:30 and I had waited for a call which never came and I wanted to speak with him now. Strangely the phone rings and the person on the other end was a male voice. I asked if this was Mario and when he identified who he was, he became belligerent, and very hostile. At no time was I able to give my side of the story, he said he was treating me the way I had treated his employees, that I was vulgar and crude on the phone.I tried to explain that I had not done so, that I had not used any foul language whatsoever. He claimed he was being protective of his female employees. I told him, I don't care what sex you are, I treat everyone equally and have never been so put off by a business in my life.
I'm not sure where the person writing this rebuttal to my original complaint is coming from with the accusations and what I believe to be fabrications on the story as it unfolded. It is possible I was distraught during the initial conversation with Marie when I felt that she was not fully comprehending what I was dealing with.
I made a total of three calls that morning to Westlie, one to Marie, one at 9:30am to speak to Mario and one at 11:30am when I finally did speak to Mario, not these several calls and several employees as Westlie is suggesting.The hostility was completely on the part of Westlie Ford, primarily from not listening to my complaint correctly in the first place and instead offering no suggestions to how to deal with this issue.Customer Service was an absolute zero.After taking the vehicle to another dealership, the issue that I had suggested all along as being the problem was diagnosed. The computer is malfunctioning. I have wasted several hundred dollars now on a part that may have to have been replaced.
 
 
 
 
 
[redacted]

[redacted]Photo content does not come through[redacted]
 
 
 
I did not get a email indicating that I should respond.
 
 
Westlie Ford absolutely was responsible for the add they placed , they even responded to me when I inquired about the add ... here is the response.
 
Hi [redacted]:Thanks for your interest in the 2012 Ram 1500.
This vehicle sold over the weekend. Do you have an interest in any others?
Again, thanks for contacting Westlie Ford.Best regards, [redacted]Internet Sales ManagerWestlie Ford  (360) 834-2113(503) 793-9051 40 South Marina WayWashougal, Washington 98671
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]