At Planet Ford in Humble, Texas customer satisfaction is always our top priorityWe appreciate David *** taking time to reach out and allow us the opportunity to look into his concernsJeff ***, Fixed Operation Director, is looking into this matter further and
the management team is in communication with Mr. *** to fully assist himShould the Revdex.com or Mr. *** need anything additional in the meantime, please do let us knowWe look forward to resolving this matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaintThe $11,off of the MSRP should have been honored as soon as I got to the dealership as this is what was agreed to over the phone I had to go through three people and much complaining and time to get this offer from them I feel they lied to me over the phone since this was not honored to begin with and they had to go all the way up to general sales manager to make this deal If they would have honored that price when I came through the door I would not had a complaintAlso, there were add on like wheel locks and DNA of at least $that I was never told about This was above and beyond the $11,we agreed on over the phone, again not telling the truth about the agreed on price they offered over the phone.As far as the trade in price, their sales people shouldn't call customers and tell them they have been giving $26-27,for trucks just like mine If they don't expect to pay that much for a trade don't call up past customers and make those kind of statements I believe that is deceptive sales tactics With the first salesman I said I would need to get $25,for my trade and $12,off MSRP and he couldn't do that which was fine as I don't need a new truck Then a week or so later another salesman calls and we talk about the $25,for my trade that they couldn't do before and to then offer $23,500? That's a huge difference between what they told me they had been giving for trucks like mine if the business would have honored their phone offer as soon as I got their I would not of had a complaint even with the lower offer on my trade Also, telling past customers, or others, they have been giving $X on trades for vehicles just like theirs and not even getting close to that is deceptive at the least
Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
I was refunded the money for the alignment I did not ask forcool I guess.I had the vehicle diagnoses at another shop and it turns out it was a defective strut on the passenger sidea diagnosis that was immediately obvious to the mechanic as he walked around ithe pointed out how one side was lower than the other in the front a strut that would have been covered under warranty had my request for a proper diagnosis be performed on another carhowever I am have now for the sake of simply upgrading, ive gotten new ford racing sway bars, shocks struts with a new alignment thats been pulling straight for the past two weeksdollar refund wasn't enough enough to cover the tip I left the service writer and mechanic, but if it helps chuck feel like the bigger man and be able to sleep, then finewhatever.Chuck has been nothing but a dramatically blowing things hes taking personally instead of focusing on the factshe never had anything to say in regarding to what ford racing had to say or his accessories guy from his own dealership saidhe just clung onto the tired out phrase every other dealerships use when they drop the ball on a car that has modifications despite there being a record with ford of the lowering springs being installed during the purchase of the car thus being covered under fords year 36k mile bumper to bumper warranty, Jeff stap and his senior manager chuck have played this out like greedy and slanderous republicans. hope you and jeff trip on the same rug and bump heads. goodbye
Revdex.com:
Not totally true, the very next day after I had paid $2168.49, the car quitDead in the middle of the road. I wrote Planet Ford's *** and they reached out to Jeff ***. He had it towed back to the shop. I don't know what all they did, I picked the car up and all the dashboard functions were out of whackNothing worked properlyAnd, the car fell dead again within same dayHad it towed back, they did not fix anything on the whacked out of order dash and the car fell dead again on the way home. I talked with Rosa *** after I found out later that she had the starter replaced but it was already a new starter in car to begin with. She stated that since it was after market, she deemed that replacing it at my expense was okMy expense. Later, Jeff *** let me know, after the third trip there, that the car was pretty much unrepairable. Rosa and the first mechanic pretty much knew this but since her Mechanics needed Christmas money, my car was a guinea pig for the repair price of $2,after finding out that replacing the Distributor had nothing to do with what the car needed.All that guarantee work was for naught because I was used and still do not have a running vehicle. It has been sitting in the next door lot since about a week after the last visit to Planet Ford with my vehicle. Check the miles from repair dateto right now. I have not been able to get much usage from it since the so called bogus repairs
Regards,*** * ***
[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 ***, and find that this resolution would be satisfactory to me
I am sorry you are not happy with the offer to trade you out of the vehicle. The original vehicle was purchased and the transaction was handled properly . Should you have any other questions please feel free to contact me directly. Chuck K*** Operating Partner Randall Reed's Planet Ford
MR*** I have reviewed and refunded the amount due to you . Per your email. Please review your communication where you state to pay the sales person for his time even though you purchased else where Kristi Williams
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
They still are not pulling the unwanted programs from the costs and I will like to keep the complaint so that people will know how they cover adding unwanted and unneeded items to the cost and cover it up with used car sales tactics. Just make sure they explain every item with a paper copy for your review before you go in to sign the screen in the top of the desk
Regards,*** ***
Mr *** I am sorry your not satisfied with the offer made to you once arrived at the dealership and a through inspection was done on your vehicle . I have reviewed all the info on this deal and see where my GSM Anson J*** discounted the vehicle and allowed more on your trade then originally offered and we were still not able to reach a agreement that would make you happy. I am sorry we were not able to do business . I appreciate the opportunity to sell you a vehicle and am sorry we could not agree on terms. Should you need any thing in the future please call me directly Kristi W***
*** *** was not happy with the service she received when she bought from us which we found out when she filled out her initial survey. At that time Anson J*** contacted the customer and brought her in to discuss the issues she had, including the refund for *** The ultimate
resolve was for the dealership to refund 1/of the *** fee and send that check to her home address (normally we would send this directly to the lender). We re-cleaned her vehicle and filled the gas tank in addition to giving *** *** her next years worth of oil changes at no cost. We also stated we would refund the additional amount paid on the uninstalled *** which we are in the process of doing. Due to the major flooding we have had a skeleton crew in our accounting department the process has slowed and we apologize, we had numerous staff lose their homes and cars. We are back on track now and the original check has definitely been mailed to the customer. We felt we exceeded her expectations initially but again, due to the travesties in and around Houston the process slowed
The customer states he bought in October and went to refinance because he felt the rate was too highHe said the MSRP of the truck was and he paid less in rebatesHe said his bank told him he paid way too muchAfter looking at the deal we over allowed on the trade in
Due
to the over allowance on the trade in, and the customer was well aware of this, we are not able to redo the paperworkThe reason we over allowed so much is because the customer was negative on their trade by a substantial amount
Mr *** , I am sorry your frustrated with your purchase. I have reviewed all the documents I see your trade balance owed 22,the retail market value for that trade was 12,000 that leaves a negative balance of 10,700.00 that is the difference in the price of the car. Your original complaint was the added charges , we canceled the warranty ,and other products sent that to the lender . Today you seem upset we canceled the products . I am sorry your frustration. After review of the video I see all items were disclosed and approved by you , I have processed the cancelations per your request. The only thing keeping you from refinancing the vehicle is the negative equity from your original trade not any charges or fees from us. I apologize for the confusion. Should you need anything in the future please contact me directly Kristi W*** ***
First I would like to apologize for the deal in the response....On our about June 22, 2015 [redacted] purchased [redacted]. He was extremely upside down on his trade. He owed $22,700.00 and the approximate actual vale of the vehicle was about $12,000.00. The entire...
transaction was up front and transparent. The finance manger took the time and sold [redacted] optional products in the finance office. Several days later [redacted] came and met with our General Sales manger and said that they could not afford the payment on the vehicle and he wanted to refinance with his bank.He was upset that he was extremely upside down. The issue that he was about $10,000.00 upside down on his trade and he carried his negative equity to the new loan. And it is almost impossible to refinance a vehicle when you carry that much negative equity. We did assist [redacted] and canceled the cancelable products that he purchased in the finance office. It was with in the 30 days and he received a FULL refund on the cancelable products. The total products was about $6040.00 and that amount will be applied to his loan to reduce the balance. We n good faith sold the [redacted] the new vehicle and was transparent in all the numbers. Chuck K[redacted] General Manager/Managing partner
[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 would be satisfactory to me.
I have not heard any thing about them filling up my car with gas until now but he did say that he would have my car washed so I will take them up on both. And I did receive one of the checks in the mail today but I am still waiting on when to expect the other check , I do understand about the weather but it only takes one person to fill out a check and it only took two days for me to receive the first one once it was mailed. The first check was mailed April 20th and received it today.a month after it should have been.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
The salesmen were aware of the problem the health care worker had with needing a reliable car at a low monthly payment as she could not afford the high payments. They kept telling us for approximately two hours that they were working on the best deal they could get us. While this was going on, they added equipment to the and a lot more things that no one heard of. They told us we could get a 1.9 percent rate from the bank we had been doing business with which was another lie.Any dealer that will treat a poor woman that way knowing what the situation is should be warned for old people like me and a black woman to watch out and not get caught up in their sales pitch. I have heard fro other people that they tried to do this to them but they caught it. They told us they could not take those things off the cost.We will never purchase another vehicle fro a Randall Reed dealership.
Regards,
[redacted]
These are the ones that I copied for my benefit, there are some others.I realize that I will not get her payments lowered and my wife and I will help her make them. I do not want to pull the complaint because I believe that if they will pull this on her knowing her situation they will pull it on anyone they can. I just want to let the people know that they need to watch every thing they sign with Randall Reed Ford. They spent a long time telling us that they were working on the best deal for her and we believed them. They added more than $10,000 to the car that made it impossible for us to get a loan at a lower rate.I know that I made a big mistake by believing they were trying to do the right thing because after all they are car salesmen and did a very good job of making us believe them. We had purchased the other car from them and were treated very well. They made her think that the high millage on the car would cause her trouble in the near future. The said they would probably have to sell the car at an auction which was not true.If Revdex.com wants to pull the complaint they can but I prefer it remain. I don't see any reason to continue this back and forth with them, so you can handle it any way you like.Thank you for your trying to help.Regards, [redacted]
Response: The entire transaction was filmed and recorded...I myself and the General sales manager reviewed the entire transaction.Yes you could have received the 1.9% or the factory rebates......That is correct.....Also it is correct that we could have used an out side bank.We went over every option possible to put the customer in the best position possible. And the customer agreed and signed all of the legal and binding documents. We use a [redacted] in the finance office. The [redacted] is a table top electronic system that FULLY discloses all of the terms and conditions of the sales transaction. Transparent and fully discloses all of the term of the transaction. We use this system so the customer fully understands everything on the sales contract. It is a step by step process.We had 2 issues that was explained up font..If you choose an out side bank you lose the rebate and the customer would have been required to put money of his pocket. Second....The customer was extremely upside down and carried negative equity to the new loan. All of the optional items that was sold in the finance office was canceled and 100% of the money is being sent to the lender. We have a great reputation in the community and an extremely high customer service reputation.I will assure you that after we learned the customer did not wanted the items that was SOLD to the customer ..We removed the cancelable items with zero penility to the customer. Chuck K[redacted]
Again.. We performed an alignment and that is all.......if he has a issue with the vehicle suspension....I suggest he take it back to the people that did the suspension work.At this point we will not work on this car in the future. We suggest he take to another Ford...
dealership. The abusive behavior will not be tolerated. We have emails that show these behaviors. We wish him luck in the future... We stand by our response.. We will refund him the money he paid for the alignment. Chuck [redacted]
At Planet Ford in Humble, Texas customer satisfaction is always our top priorityWe appreciate David *** taking time to reach out and allow us the opportunity to look into his concernsJeff ***, Fixed Operation Director, is looking into this matter further and
the management team is in communication with Mr. *** to fully assist himShould the Revdex.com or Mr. *** need anything additional in the meantime, please do let us knowWe look forward to resolving this matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaintThe $11,off of the MSRP should have been honored as soon as I got to the dealership as this is what was agreed to over the phone I had to go through three people and much complaining and time to get this offer from them I feel they lied to me over the phone since this was not honored to begin with and they had to go all the way up to general sales manager to make this deal If they would have honored that price when I came through the door I would not had a complaintAlso, there were add on like wheel locks and DNA of at least $that I was never told about This was above and beyond the $11,we agreed on over the phone, again not telling the truth about the agreed on price they offered over the phone.As far as the trade in price, their sales people shouldn't call customers and tell them they have been giving $26-27,for trucks just like mine If they don't expect to pay that much for a trade don't call up past customers and make those kind of statements I believe that is deceptive sales tactics With the first salesman I said I would need to get $25,for my trade and $12,off MSRP and he couldn't do that which was fine as I don't need a new truck Then a week or so later another salesman calls and we talk about the $25,for my trade that they couldn't do before and to then offer $23,500? That's a huge difference between what they told me they had been giving for trucks like mine if the business would have honored their phone offer as soon as I got their I would not of had a complaint even with the lower offer on my trade Also, telling past customers, or others, they have been giving $X on trades for vehicles just like theirs and not even getting close to that is deceptive at the least
Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
I was refunded the money for the alignment I did not ask forcool I guess.I had the vehicle diagnoses at another shop and it turns out it was a defective strut on the passenger sidea diagnosis that was immediately obvious to the mechanic as he walked around ithe pointed out how one side was lower than the other in the front a strut that would have been covered under warranty had my request for a proper diagnosis be performed on another carhowever I am have now for the sake of simply upgrading, ive gotten new ford racing sway bars, shocks struts with a new alignment thats been pulling straight for the past two weeksdollar refund wasn't enough enough to cover the tip I left the service writer and mechanic, but if it helps chuck feel like the bigger man and be able to sleep, then finewhatever.Chuck has been nothing but a dramatically blowing things hes taking personally instead of focusing on the factshe never had anything to say in regarding to what ford racing had to say or his accessories guy from his own dealership saidhe just clung onto the tired out phrase every other dealerships use when they drop the ball on a car that has modifications despite there being a record with ford of the lowering springs being installed during the purchase of the car thus being covered under fords year 36k mile bumper to bumper warranty, Jeff stap and his senior manager chuck have played this out like greedy and slanderous republicans. hope you and jeff trip on the same rug and bump heads. goodbye
Revdex.com:
Not totally true, the very next day after I had paid $2168.49, the car quitDead in the middle of the road. I wrote Planet Ford's *** and they reached out to Jeff ***. He had it towed back to the shop. I don't know what all they did, I picked the car up and all the dashboard functions were out of whackNothing worked properlyAnd, the car fell dead again within same dayHad it towed back, they did not fix anything on the whacked out of order dash and the car fell dead again on the way home. I talked with Rosa *** after I found out later that she had the starter replaced but it was already a new starter in car to begin with. She stated that since it was after market, she deemed that replacing it at my expense was okMy expense. Later, Jeff *** let me know, after the third trip there, that the car was pretty much unrepairable. Rosa and the first mechanic pretty much knew this but since her Mechanics needed Christmas money, my car was a guinea pig for the repair price of $2,after finding out that replacing the Distributor had nothing to do with what the car needed.All that guarantee work was for naught because I was used and still do not have a running vehicle. It has been sitting in the next door lot since about a week after the last visit to Planet Ford with my vehicle. Check the miles from repair dateto right now. I have not been able to get much usage from it since the so called bogus repairs
Regards,*** * ***
[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 ***, and find that this resolution would be satisfactory to me
I am sorry you are not happy with the offer to trade you out of the vehicle. The original vehicle was purchased and the transaction was handled properly . Should you have any other questions please feel free to contact me directly. Chuck K*** Operating Partner Randall Reed's Planet Ford
MR*** I have reviewed and refunded the amount due to you . Per your email. Please review your communication where you state to pay the sales person for his time even though you purchased else where Kristi Williams
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
They still are not pulling the unwanted programs from the costs and I will like to keep the complaint so that people will know how they cover adding unwanted and unneeded items to the cost and cover it up with used car sales tactics. Just make sure they explain every item with a paper copy for your review before you go in to sign the screen in the top of the desk
Regards,*** ***
Mr *** I am sorry your not satisfied with the offer made to you once arrived at the dealership and a through inspection was done on your vehicle . I have reviewed all the info on this deal and see where my GSM Anson J*** discounted the vehicle and allowed more on your trade then originally offered and we were still not able to reach a agreement that would make you happy. I am sorry we were not able to do business . I appreciate the opportunity to sell you a vehicle and am sorry we could not agree on terms. Should you need any thing in the future please call me directly Kristi W***
*** *** was not happy with the service she received when she bought from us which we found out when she filled out her initial survey. At that time Anson J*** contacted the customer and brought her in to discuss the issues she had, including the refund for *** The ultimate
resolve was for the dealership to refund 1/of the *** fee and send that check to her home address (normally we would send this directly to the lender). We re-cleaned her vehicle and filled the gas tank in addition to giving *** *** her next years worth of oil changes at no cost. We also stated we would refund the additional amount paid on the uninstalled *** which we are in the process of doing. Due to the major flooding we have had a skeleton crew in our accounting department the process has slowed and we apologize, we had numerous staff lose their homes and cars. We are back on track now and the original check has definitely been mailed to the customer. We felt we exceeded her expectations initially but again, due to the travesties in and around Houston the process slowed
The customer states he bought in October and went to refinance because he felt the rate was too highHe said the MSRP of the truck was and he paid less in rebatesHe said his bank told him he paid way too muchAfter looking at the deal we over allowed on the trade in
Due
to the over allowance on the trade in, and the customer was well aware of this, we are not able to redo the paperworkThe reason we over allowed so much is because the customer was negative on their trade by a substantial amount
Mr *** , I am sorry your frustrated with your purchase. I have reviewed all the documents I see your trade balance owed 22,the retail market value for that trade was 12,000 that leaves a negative balance of 10,700.00 that is the difference in the price of the car. Your original complaint was the added charges , we canceled the warranty ,and other products sent that to the lender . Today you seem upset we canceled the products . I am sorry your frustration. After review of the video I see all items were disclosed and approved by you , I have processed the cancelations per your request. The only thing keeping you from refinancing the vehicle is the negative equity from your original trade not any charges or fees from us. I apologize for the confusion. Should you need anything in the future please contact me directly Kristi W*** ***
First I would like to apologize for the deal in the response....On our about June 22, 2015 [redacted] purchased [redacted]. He was extremely upside down on his trade. He owed $22,700.00 and the approximate actual vale of the vehicle was about $12,000.00. The entire...
transaction was up front and transparent. The finance manger took the time and sold [redacted] optional products in the finance office. Several days later [redacted] came and met with our General Sales manger and said that they could not afford the payment on the vehicle and he wanted to refinance with his bank.He was upset that he was extremely upside down. The issue that he was about $10,000.00 upside down on his trade and he carried his negative equity to the new loan. And it is almost impossible to refinance a vehicle when you carry that much negative equity. We did assist [redacted] and canceled the cancelable products that he purchased in the finance office. It was with in the 30 days and he received a FULL refund on the cancelable products. The total products was about $6040.00 and that amount will be applied to his loan to reduce the balance. We n good faith sold the [redacted] the new vehicle and was transparent in all the numbers. Chuck K[redacted] General Manager/Managing partner
[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 would be satisfactory to me.
I have not heard any thing about them filling up my car with gas until now but he did say that he would have my car washed so I will take them up on both. And I did receive one of the checks in the mail today but I am still waiting on when to expect the other check , I do understand about the weather but it only takes one person to fill out a check and it only took two days for me to receive the first one once it was mailed. The first check was mailed April 20th and received it today.a month after it should have been.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
The salesmen were aware of the problem the health care worker had with needing a reliable car at a low monthly payment as she could not afford the high payments. They kept telling us for approximately two hours that they were working on the best deal they could get us. While this was going on, they added equipment to the and a lot more things that no one heard of. They told us we could get a 1.9 percent rate from the bank we had been doing business with which was another lie.Any dealer that will treat a poor woman that way knowing what the situation is should be warned for old people like me and a black woman to watch out and not get caught up in their sales pitch. I have heard fro other people that they tried to do this to them but they caught it. They told us they could not take those things off the cost.We will never purchase another vehicle fro a Randall Reed dealership.
Regards,
[redacted]
These are the ones that I copied for my benefit, there are some others.I realize that I will not get her payments lowered and my wife and I will help her make them. I do not want to pull the complaint because I believe that if they will pull this on her knowing her situation they will pull it on anyone they can. I just want to let the people know that they need to watch every thing they sign with Randall Reed Ford. They spent a long time telling us that they were working on the best deal for her and we believed them. They added more than $10,000 to the car that made it impossible for us to get a loan at a lower rate.I know that I made a big mistake by believing they were trying to do the right thing because after all they are car salesmen and did a very good job of making us believe them. We had purchased the other car from them and were treated very well. They made her think that the high millage on the car would cause her trouble in the near future. The said they would probably have to sell the car at an auction which was not true.If Revdex.com wants to pull the complaint they can but I prefer it remain. I don't see any reason to continue this back and forth with them, so you can handle it any way you like.Thank you for your trying to help.Regards, [redacted]
Response: The entire transaction was filmed and recorded...I myself and the General sales manager reviewed the entire transaction.Yes you could have received the 1.9% or the factory rebates......That is correct.....Also it is correct that we could have used an out side bank.We went over every option possible to put the customer in the best position possible. And the customer agreed and signed all of the legal and binding documents. We use a [redacted] in the finance office. The [redacted] is a table top electronic system that FULLY discloses all of the terms and conditions of the sales transaction. Transparent and fully discloses all of the term of the transaction. We use this system so the customer fully understands everything on the sales contract. It is a step by step process.We had 2 issues that was explained up font..If you choose an out side bank you lose the rebate and the customer would have been required to put money of his pocket. Second....The customer was extremely upside down and carried negative equity to the new loan. All of the optional items that was sold in the finance office was canceled and 100% of the money is being sent to the lender. We have a great reputation in the community and an extremely high customer service reputation.I will assure you that after we learned the customer did not wanted the items that was SOLD to the customer ..We removed the cancelable items with zero penility to the customer. Chuck K[redacted]
Again.. We performed an alignment and that is all.......if he has a issue with the vehicle suspension....I suggest he take it back to the people that did the suspension work.At this point we will not work on this car in the future. We suggest he take to another Ford...
dealership. The abusive behavior will not be tolerated. We have emails that show these behaviors. We wish him luck in the future... We stand by our response.. We will refund him the money he paid for the alignment. Chuck [redacted]
Jeff [redacted] our Fix Operations Director has been in communication with Mr. [redacted] and have addressed his concerns.Thank you.
Need assistance for a 3rd party to review.