This business response was received by Revdex.com via email and is a copy/paste by **. *** *** This email is in response to case#*** ** *** *** *** *** dropped off his *** *** *** on 2-1-and was provided with a loaner vehicle at no charge to himMr*** was informed that he would be contacted no later than 2-2-with a diagnosis and cost of repair, if there was to be any charges. On 2-2-*** *** vehicle was diagnosed and repaired at no cost ot *** ***The customer is being contacted at the time of writing this email. Thank you, Robert F* Service Manager Ganley Ford West 216-941-
I have instructed my Service Manager to take the necessary steps to further diagnose the mechanical problem. I am taking this step so that we eliminate the current standoff between our customer and the warranty company.. Hopefully the needed repair cost will be reduced to a more affordable price for all parties. Once again, the warranty company contends it is not a covered repair since it is not a powertrain issue, but an electrical repair. We are willing to assist our customer and participate in the cost of the repair. Once again, our customer has powertrain coverage only
Here is the communications from ***. The original complaint was sent to our other Ford store which caused a delay. When I finally received the complaint I responded by phone
Please see attached.Revdex.com Euclid Ave., 4th Fl Cleveland, OH 44115-Re: Complaint *** To Whom It May Concern: On December 18, 2017, I called the customer to discuss the complaintI started out by apologizing to him for not promptly calling back on FridayI
asked him why he felt that we should have to pay for the repair for the vehicleHe said that the heated seats and rear defrost stopped working while the vehicle was in our possessionI then asked him, if that was the case why did you ask us to diagnose the fact that the rear defrost would not work? He then started screaming at me to the point where he apologized and said he needed to calm downI told him that as long as we could continue the conversation in a professional manner I would continue to talk to himHe then said we must have damaged the car when we did the inspection for the recallI then explained to him that the inspection was just a visual inspection of the fuse boxI also asked him if he recalled me asking if any lights came on in the past or if he had experienced any electrical concerns in the pastHe had told me that the battery light had come on in the summer but then went back off and he did not worry about itI originally told the customer that we would check the vehicle out at no chargeAfter running several pin point test I told him that the signs were pointing to a PCM (powertrain control Module) but we would have to continue the pin point tests to confirm 100% that it was in fact the PCMAfter performing two other tests we found that the instrument cluster was causing the problemI then called the customer to inform him of the findings and present him a price to replace the instrument clusterThe customer was very angry and said that he didn't have $dollars to fix his carI told him that I would have my parts department check other possibilities to see if we could possibly get the vehicle fixed cheaperI was not able to call him right back, he then called and spoke to one of my employees where he screamed and yelled at her and said he was coming to get his carWhen he came into pick up his car he continued to yell at her (someone who had nothing to do with the situation) and cause a scene in the service departmentOn Monday December le, 2017, while responding to the Revdex.com letter, I called the customer to discuss the situation and let him know that I was able to get another $off the price and replace the cluster for about $He then started yelling and cursing at meHe apologized for screaming and getting upsetI told him it was not a problem and that I would like to continue the conversation but be professional about itI then asked if he would like to us to order the parts so that we could complete the repairsThe customer started to get more and more angry while on the phone and he began swearing at meHe continued to be argumentative with me so I told him that he could think about it and let me know what he wanted to doAfter I hung up the phone and went to my General Manager's office and told him what took placeMy General Manager then tried to call the customer, he did not answer and my general manager then left a message to please call him back. Frank K*** Service Director Ganley Ford West
Please be aware that this complaint was addressed and closed by *** through *** on Feb24,The complaint #*** *** Our position remains the sameThe warranty on suspension expired before any contact with our dealership due to mileageAt the same time our offer remains the
same We will repair the tie rod free of charge This offer was rejected by Ms*** in the past In regards to a new concern, products purchased at the time of delivery are always financed in lieu of paying for them up front as a convenience to the customer
GANLEY FORD WEST, INC. 16100 Lorain Avenue Cleveland, Ohio 44111 Phone (216) 941-9800 Fax (216) 476-4283 On Saturday January 21, 2017 I received a phone call from Mr. [redacted]. He told me that he had his car at [redacted] in Rocky River. He was having both front and rear lower...
control arms on both sides of the vehicle replaced. He also said that he was talking to [redacted] and they said that the power steering control module needed reprogrammed. I asked him what problems he was having. He said that he was losing power steering and sometimes it would come back on. I then told him that most likely the reprogram would not take care of his issues and he would be best served to let us diagnose his concern. He said that [redacted] told him it would and also told him that his car was part of a recall. I asked Mr. [redacted] to provide me with his VIN number. I then looked up open recalls associated with the fusion and there was not one for the power steering. I looked up the recall [redacted] to see what the build date is associated with the recall. Mr. [redacted]'s vehicle is outside the build date for the recall, therefore is not eligible for repairs under the recall. After I told Mr. [redacted] that his vehicle is not eligible for repairs under the recall, I then told him as a policy we do not take other shops diagnosis of vehicle into consideration when repairing a vehicle. If he insisted that we do the reprogram for his vehicle we would however, if the reprogram does not fix the concern we would not take responsibility since he would not let us diagnose the vehicle to start. On Monday January 23rd, Mr. [redacted] came into the shop and told the advisor he wanted the reprogram performed. Frank K[redacted] Service Manager Ganley Ford West
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To...
assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
GANLEY FORD WEST, INC. 16100 Lorain Avenue • Cleveland, Ohio 44111 Phone (216) 941-9800 • Fax (216) 476-4283 On May 11, 2017 [redacted] purchased a [redacted] from Ganley Ford West, trading in a [redacted] [redacted]. The [redacted] had a lien with [redacted]...
[redacted] in which Mr. [redacted] signed a payoff form that the balance owed on the loan was $3700.00 in which I have attached a copy for your records. Ganley Ford West sent the payoff check to [redacted] on May 22, 2017. On June 19, 2017 Ganley Ford West was informed by [redacted] that the check they received for Mr. [redacted] account was not correct that there was an additional $3475.00 owed for the account to be paid in full. At that time our sales manager, Justin G[redacted], contacted Mr. [redacted], he informed that he refinanced the loan to purchase lawn equipment just prior to trading in his [redacted]. Justin then asked Mr. [redacted] how he was going to pay the balance off. Mr. [redacted] stated that he would have to get back to him. Mr. [redacted] did not call back. On July 21, 2017 Robert from [redacted] spoke to Tom Y[redacted], General Manager at Ganley Ford West, and informed him that Mr. [redacted] did refinance the loan and the balance of $3143.60 was to be paid in order to receive the title to the [redacted]. After communication with Mr. [redacted], Tom Yerace decided that Ganley Ford West would pay off the balance of the loan to keep customer satisfaction with Mr. [redacted]. In which a check for $3143.60 was paid to [redacted]. Ganley Ford West has paid more than the initial agreement to satisfy Mr. [redacted] and we feel that we do not owe any other funds to Mr. [redacted] for this transaction. The [redacted] cannot be returned to Mr. [redacted]. Sincerely Shirley R[redacted] Ganley Ford West Office Manager
I'm sorry to hear that Mr. [redacted] is having issues with his used car that he purchased last year. In researching the transaction, I verified that he purchased an extended service contract. That contract was for powertrain coverage only. The current issue with his vehicle is not...
considered powertrain. He is in need of a sensor that is not part of the internal lubricated engine. He was quoted a discounted price of $382 for repairs. I am open for further discussion to assist our customer.
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. After [redacted] called me and informed me that the former service manger Frank K[redacted] no longer is employed by Ganley West, the GM Tom Y[redacted] called me. He apologized because he said Frank told him he had handled the issue and it was resolved. Tom set me up with his new service manager Rob F[redacted]. Rob had me bring the car back in and gave me a loaner. Rob called that night to tell me there was no update. He called back the next day and said the rear defrost was working and while the seat warmers were working they had nothing do anything so if they failed to call back and they would look into it. I asked if he had to put in the the $1100 part Frank insisted was needed. Rob said no the issue was that in December the team had installed the fuses incorrectly. I appreciated Rob's honesty. While I am disappointed I had to spent seven weeks of winter with no rear defrost and that was not really broken. I am very happy that Tom and Rob quickly resolved the issue when given the opportunity. With Frank gone, my trust in the department I have trusted for years has returned.I want to thank [redacted] and the Revdex.com for their help. Without them my rear defrost was still be unable to be used. Frank K[redacted] was terrible to work with and his insistence a $1100 part was needed when his team made a mistake was very frustrating. I just wish there was a way to file a personal complaint against Frank Kelly so a future employer is aware Frank needs to work on some issues. Thank you to the Revdex.com for getting Tom and then Rob involved in the process to resolve this issue. Thank you for this great service.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
They are aligned I was told by the salesman Mr [redacted] And that lady that handles the paperwork, That an extended warranty with all I needed to cover me until my vehicle was paid for ,I inform them that I'm on disability and I do not have money to go back and forth repairing a vehicle .They promised me that the extended warranty would cover me ,I don't know if they practice this regularly ,But I'm not that type of customer I don't have that kind of money .They can give me my money back for my warranty which was never used and I can have my vehicle fixed myself Thank you for your time .God bless you Amen.
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]
First I have to thank you for all of your assistance persistency and patience God bless you and your team. I'm asking only that we please wait and see what price they may be able to convert to me,I truly wish to be notified From your office and not Ganley Ford west I've been Terribly lied to, so I have very little confidence in them, Please feel free to contact me at anytime I have only one phone [redacted] Thank you, I know the Lord has you all, that's why I was sent to your Team.Your Dedication is truly needed today God bless [redacted] ?
Dear [redacted], I've sent you 24 documents around 10:20am could you verify them received. Also I have documentation of my daughters contract as well ,same process at her signing with ganley ford, her warranty I believe is still valid for a little while longer . I didn't send it because I didn't think it pertain to my complaint.
This business response was received by Revdex.com via email and is a copy/paste by **. *** *** This email is in response to case#*** ** *** *** *** *** dropped off his *** *** *** on 2-1-and was provided with a loaner vehicle at no charge to himMr*** was informed that he would be contacted no later than 2-2-with a diagnosis and cost of repair, if there was to be any charges. On 2-2-*** *** vehicle was diagnosed and repaired at no cost ot *** ***The customer is being contacted at the time of writing this email. Thank you, Robert F
* Service Manager Ganley Ford West 216-941-
I have instructed my Service Manager to take the necessary steps to further diagnose the mechanical problem. I am taking this step so that we eliminate the current standoff between our customer and the warranty company.. Hopefully the needed repair cost will be reduced to a more affordable price for all parties. Once again, the warranty company contends it is not a covered repair since it is not a powertrain issue, but an electrical repair. We are willing to assist our customer and participate in the cost of the repair. Once again, our customer has powertrain coverage only
Here is the communications from ***. The original complaint was sent to our other Ford store which caused a delay. When I finally received the complaint I responded by phone
Please see attached.Revdex.com Euclid Ave., 4th Fl Cleveland, OH 44115-Re: Complaint *** To Whom It May Concern: On December 18, 2017, I called the customer to discuss the complaintI started out by apologizing to him for not promptly calling back on FridayI
asked him why he felt that we should have to pay for the repair for the vehicleHe said that the heated seats and rear defrost stopped working while the vehicle was in our possessionI then asked him, if that was the case why did you ask us to diagnose the fact that the rear defrost would not work? He then started screaming at me to the point where he apologized and said he needed to calm downI told him that as long as we could continue the conversation in a professional manner I would continue to talk to himHe then said we must have damaged the car when we did the inspection for the recallI then explained to him that the inspection was just a visual inspection of the fuse boxI also asked him if he recalled me asking if any lights came on in the past or if he had experienced any electrical concerns in the pastHe had told me that the battery light had come on in the summer but then went back off and he did not worry about itI originally told the customer that we would check the vehicle out at no chargeAfter running several pin point test I told him that the signs were pointing to a PCM (powertrain control Module) but we would have to continue the pin point tests to confirm 100% that it was in fact the PCMAfter performing two other tests we found that the instrument cluster was causing the problemI then called the customer to inform him of the findings and present him a price to replace the instrument clusterThe customer was very angry and said that he didn't have $dollars to fix his carI told him that I would have my parts department check other possibilities to see if we could possibly get the vehicle fixed cheaperI was not able to call him right back, he then called and spoke to one of my employees where he screamed and yelled at her and said he was coming to get his carWhen he came into pick up his car he continued to yell at her (someone who had nothing to do with the situation) and cause a scene in the service departmentOn Monday December le, 2017, while responding to the Revdex.com letter, I called the customer to discuss the situation and let him know that I was able to get another $off the price and replace the cluster for about $He then started yelling and cursing at meHe apologized for screaming and getting upsetI told him it was not a problem and that I would like to continue the conversation but be professional about itI then asked if he would like to us to order the parts so that we could complete the repairsThe customer started to get more and more angry while on the phone and he began swearing at meHe continued to be argumentative with me so I told him that he could think about it and let me know what he wanted to doAfter I hung up the phone and went to my General Manager's office and told him what took placeMy General Manager then tried to call the customer, he did not answer and my general manager then left a message to please call him back. Frank K*** Service Director Ganley Ford West
Please be aware that this complaint was addressed and closed by *** through *** on Feb24,The complaint #*** *** Our position remains the sameThe warranty on suspension expired before any contact with our dealership due to mileageAt the same time our offer remains the
same We will repair the tie rod free of charge This offer was rejected by Ms*** in the past In regards to a new concern, products purchased at the time of delivery are always financed in lieu of paying for them up front as a convenience to the customer
GANLEY FORD WEST, INC. 16100 Lorain Avenue Cleveland, Ohio 44111 Phone (216) 941-9800 Fax (216) 476-4283 On Saturday January 21, 2017 I received a phone call from Mr. [redacted]. He told me that he had his car at [redacted] in Rocky River. He was having both front and rear lower...
control arms on both sides of the vehicle replaced. He also said that he was talking to [redacted] and they said that the power steering control module needed reprogrammed. I asked him what problems he was having. He said that he was losing power steering and sometimes it would come back on. I then told him that most likely the reprogram would not take care of his issues and he would be best served to let us diagnose his concern. He said that [redacted] told him it would and also told him that his car was part of a recall. I asked Mr. [redacted] to provide me with his VIN number. I then looked up open recalls associated with the fusion and there was not one for the power steering. I looked up the recall [redacted] to see what the build date is associated with the recall. Mr. [redacted]'s vehicle is outside the build date for the recall, therefore is not eligible for repairs under the recall. After I told Mr. [redacted] that his vehicle is not eligible for repairs under the recall, I then told him as a policy we do not take other shops diagnosis of vehicle into consideration when repairing a vehicle. If he insisted that we do the reprogram for his vehicle we would however, if the reprogram does not fix the concern we would not take responsibility since he would not let us diagnose the vehicle to start. On Monday January 23rd, Mr. [redacted] came into the shop and told the advisor he wanted the reprogram performed. Frank K[redacted] Service Manager Ganley Ford West
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To...
assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
GANLEY FORD WEST, INC. 16100 Lorain Avenue • Cleveland, Ohio 44111 Phone (216) 941-9800 • Fax (216) 476-4283 On May 11, 2017 [redacted] purchased a [redacted] from Ganley Ford West, trading in a [redacted] [redacted]. The [redacted] had a lien with [redacted]...
[redacted] in which Mr. [redacted] signed a payoff form that the balance owed on the loan was $3700.00 in which I have attached a copy for your records. Ganley Ford West sent the payoff check to [redacted] on May 22, 2017. On June 19, 2017 Ganley Ford West was informed by [redacted] that the check they received for Mr. [redacted] account was not correct that there was an additional $3475.00 owed for the account to be paid in full. At that time our sales manager, Justin G[redacted], contacted Mr. [redacted], he informed that he refinanced the loan to purchase lawn equipment just prior to trading in his [redacted]. Justin then asked Mr. [redacted] how he was going to pay the balance off. Mr. [redacted] stated that he would have to get back to him. Mr. [redacted] did not call back. On July 21, 2017 Robert from [redacted] spoke to Tom Y[redacted], General Manager at Ganley Ford West, and informed him that Mr. [redacted] did refinance the loan and the balance of $3143.60 was to be paid in order to receive the title to the [redacted]. After communication with Mr. [redacted], Tom Yerace decided that Ganley Ford West would pay off the balance of the loan to keep customer satisfaction with Mr. [redacted]. In which a check for $3143.60 was paid to [redacted]. Ganley Ford West has paid more than the initial agreement to satisfy Mr. [redacted] and we feel that we do not owe any other funds to Mr. [redacted] for this transaction. The [redacted] cannot be returned to Mr. [redacted]. Sincerely Shirley R[redacted] Ganley Ford West Office Manager
Business response was received via email.
I'm sorry to hear that Mr. [redacted] is having issues with his used car that he purchased last year. In researching the transaction, I verified that he purchased an extended service contract. That contract was for powertrain coverage only. The current issue with his vehicle is not...
considered powertrain. He is in need of a sensor that is not part of the internal lubricated engine. He was quoted a discounted price of $382 for repairs. I am open for further discussion to assist our customer.
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. After [redacted] called me and informed me that the former service manger Frank K[redacted] no longer is employed by Ganley West, the GM Tom Y[redacted] called me. He apologized because he said Frank told him he had handled the issue and it was resolved. Tom set me up with his new service manager Rob F[redacted]. Rob had me bring the car back in and gave me a loaner. Rob called that night to tell me there was no update. He called back the next day and said the rear defrost was working and while the seat warmers were working they had nothing do anything so if they failed to call back and they would look into it. I asked if he had to put in the the $1100 part Frank insisted was needed. Rob said no the issue was that in December the team had installed the fuses incorrectly. I appreciated Rob's honesty. While I am disappointed I had to spent seven weeks of winter with no rear defrost and that was not really broken. I am very happy that Tom and Rob quickly resolved the issue when given the opportunity. With Frank gone, my trust in the department I have trusted for years has returned.I want to thank [redacted] and the Revdex.com for their help. Without them my rear defrost was still be unable to be used. Frank K[redacted] was terrible to work with and his insistence a $1100 part was needed when his team made a mistake was very frustrating. I just wish there was a way to file a personal complaint against Frank Kelly so a future employer is aware Frank needs to work on some issues. Thank you to the Revdex.com for getting Tom and then Rob involved in the process to resolve this issue. Thank you for this great service.
Regards,
[redacted]
Please see attached for response to complaint #[redacted] by Michael [redacted] Thank you Shirley [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
They are aligned I was told by the salesman Mr [redacted] And that lady that handles the paperwork, That an extended warranty with all I needed to cover me until my vehicle was paid for ,I inform them that I'm on disability and I do not have money to go back and forth repairing a vehicle .They promised me that the extended warranty would cover me ,I don't know if they practice this regularly ,But I'm not that type of customer I don't have that kind of money .They can give me my money back for my warranty which was never used and I can have my vehicle fixed myself Thank you for your time .God bless you Amen.
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]
First I have to thank you for all of your assistance persistency and patience God bless you and your team. I'm asking only that we please wait and see what price they may be able to convert to me,I truly wish to be notified From your office and not Ganley Ford west I've been Terribly lied to, so I have very little confidence in them, Please feel free to contact me at anytime I have only one phone [redacted] Thank you, I know the Lord has you all, that's why I was sent to your Team.Your Dedication is truly needed today God bless [redacted] ?
Dear [redacted], I've sent you 24 documents around 10:20am could you verify them received. Also I have documentation of my daughters contract as well ,same process at her signing with ganley ford, her warranty I believe is still valid for a little while longer . I didn't send it because I didn't think it pertain to my complaint.