Whaling City Motors, Inc.

the company and I are speaking now and working on this Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Within a short time after receiving the message from the Revdex.com, we recovered *** *** missing order information.
I immediately telephoned *** *** and left a voice mail message. During the rest of the day, I called once again (leaving another message) and sent him two
e-mails, apologizing for the confusion and inconvenience, and offering to order his parts ASAP. I also offered to have the parts delivered to him, as he requested.
Shortly before 4:p.m., *** *** called me and told me that he had ordered the parts elsewhere. We had a pleasant conversation, which gave me a chance, once again, to apologize for the mix-up

Review: On Friday, June 28 we went to the dealership to test drive a white Ford Escape that was AWD. We test drove the vehicle and then our sales consultant [redacted] Hoyt told us that they had a black Ford escape that was exactly the same but cheaper because it was a Ford buy back. We agreed to test drive the car and then agreed to purchase it after being assured it was exactly the same including AWD. On July 1 when we went to pick up the vehicle we discovered that it was front wheel drive. We brought this to [redacted] attention and then we went in to speak to [redacted] Labbe, the manager. They suggested that we take the vehicle and they would look at auction for a vehicle which was AWD with the titanium package. [redacted] was supposed to call us on July 3 to tell us if they found one, he did not call. We had to call him and then he was supposed to call on Friday and he didn't, so I called and told him we wanted our money back. On July 5, I sent an email to the dealership requesting my money back which they did not answer. My wife spoke to [redacted] Labbe on July 6 and he says that he can not give us our money back. We were very specific in all our dealings with them that we wanted AWD and the titanium package on the Escape.

Product_Or_Service: Ford Escape

Order_Number: uP-4048

Desired Settlement: DesiredSettlementID: Refund

We would like our money back. The dealership has proposed taking the car back as a trade in for the higher priced vehicle with us paying the difference but that is not what we want. The dealership has also proposed finding another car at auction but we do not want that either. It was a Ford buyback vehicle and we do not want another Ford buyback.

Business

Response:

Business Response /* (-10, 9, 2013/08/01) */

1. We sincerely regret that our customers are unhappy with their purchase.

2. We believe that the crux is that,

(a) After looking at a new vehicle, our customers were attracted by the lower price for a used vehicle that the manufacturer had previously bought back from its first owner; and

(b) After the purchase, our customers realized that they did not really want a used vehicle that the manufacturer had previously bought back from its first owner.

3. In response, we offered our customers the vehicle that they had originally wanted, a new Escape, on the same terms that had been offered originally two weeks earlier, -- however, they rejected that offer.

4. We hope that our customers will reconsider and give us the chance to offer an alternate vehicle, new or used.