Initial Business Response / [redacted] (1000, 5, 2015/05/28) */ Contact Name and Title: [redacted] VP Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @***.com We have located an acceptable Transit per [redacted] 's requestThe original vehicle was sold and we have secured one that satisfies herShe will be coming in on Tuesday, June 2, to pick up the vehicle Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Al Piemonte Ford has made great effort to rectify this situationI am pleased with the response and service
The employee discounts only apply to new car's bought at a new Ford dealer We will detail the car as she requested and pay her for the floor mats she bought If she contacts *** *** ** *** she will arrange to have these taken care of for ***
Please let us know if there are any other questions or concerns we need to address for this complaintThank you*** ***
Executive Assistant
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.
Sincerely,
[redacted]
Started off by closing a deal with Dave [redacted]. Excuse me for misspelling on names. So we came upon a deal to get leather seats installed in my truck, which is a 2013 Ford F-150. I had left a cash deposit at the dealer, and was scheduled a day to bring the truck in. The seats took about a week to order. And I had my truck at the dealer on Monday October 1st. After leaving my keys with service. I was left confused and didn't know what todo next. The girl at the service didn't bother to ask, if I needed to take the next shuttle ride. Or even ask me if I had anything set up for a loaner. So I went back to Dave in the aftermarket department. Mentioned to him about the loaner car. He told me that over at the service department they had the loaner ready. After returning back to the service department, and telling the girl behind the desk what Dave had told me. She looked confused and had idea what I was talking about. She asked me to wait a minute, while she went over and talked to Dave. Well turns out I wasn't about to get a loaner. At this point I really didn't mind. I had a buddy of mine come pick me up. Well Wednesday comes around. Later in the afternoon I was wondering how the work was coming along. So I decided to give the dealership a call and check up. I was told everything was okay. Also found out that the dealership themselves weren't the ones installing the seats. So I asked where they sent the car to so I can check out their website and see what other work they do. The lady gave me the name of a company, so I [redacted] them and got a phone number. After calling the company and speaking on the phone with the owner of the shop. It turns out they didn't even install leather seats. So I gave the dealership a call back, and mentioned what the problem was. I was then directed to Dave in the aftermarket department again. And he was able to let me know the company they sent my truck out to. I think it's messed up I'm purchasing items from a ford dealership. And wasn't even told they were going to be sending my truck out to get the work done somewhere else. Just makes me wonder how much the price was jacked up. Later in the day I receive a call from Al Piemonte ford, letting me know my truck was ready for pick up. Man I really wish I inspected my truck first before paying them the rest of the money in cash. Well as soon as I drive off the lot, it's like everything went downhill from there. First thing I noticed is that my headlights aren't coming on.
2nd-bass [redacted] is turned all the way up
3rd-back left subwoofer was blown out, after further inspection I found I big tear in the side of the speaker.
4th-lights that were wired to my radio were disconnected. Not in a nice way though. They were torn off the bottom of my seats and the wires were cut.
This is the one I find the most interesting.
5th- I was told by Dave in the aftermarket department that I would be getting new leather seats. When I was looking at the showroom car and told him I want the same seats, he told me no problem. I did not get new leather seats. All off the chairs stayed the same, all that was done was they were wrapped with leather. Some spots so bad you can even see the old cloth seats.
So after noticing all these problems the day I picked up the car, it really didn't bother me since the [redacted] won the World Series for the first time in 108 years. Thursday the 3rd of November I was not able to stop by the dealer and show them the problems because of my work schedule. So today Friday the 4th of November, 2 days after picking up my car; I had stopped by the dealership and left my car there. Before bringing the car in I figured to take a quick look at my manual and find out which fuse was for the headlights. I pulled the fuse, and sure enough it was blown. I wasn't going to replace it myself because I wasn't sure if it would lead to further problems or not. So now I leave my car at the service department. With Mike and Dave by my side taking notes on everything I pointed out to them. I even gave them a hint that all it might be for the headlights was a blown fuse. So I get a call back a couple hours later from Mike. Mike had told me that the wiring for my aftermarket lights was "monkey rigged together." And they didn't use the correct wires. It's funny because the wiring had a higher heat rating that OEM ford wires. Nice one mike. Next he told me the problem with the lights was corrosion in the wire. Of course a couple hundred dollar fix, instead of 2 dollar fuse. So Mike just did a very good job on making himself look like he didn't know what he was talking about. He then told me that there was arching going on at my amplifier. But what I don't understand, being an electrical engineer. Is that was a circuit is protected by a fuse, how does it continue to arch? You see that just simply does not happen. If there is going to be arching within the 12-24 volt dc system. It would have popped the fuse in less than a second. And there would be no such thing as arching. But in this case that doesn't happen. Mike then told me the dealership nor the people they sent it out to have nothing to do with these problems. He told me to come pick up my truck, which is not even legal to drive with no headlights; because they weren't going to fix any of the problems. I got back on the phone with Dave from the aftermarket department. And explained to him, that I would just simply like my money back and the dealer can remove the seats. These are his exact words. I really hope the dealership has a phone recording. But he said; after I asked him for my money back in return of the seats. "Yeah that not going to happen kid, come pick up your truck." Then hung up the phone on me.
Initial Business Response /* (1000, 5, 2014/07/02) */
Contact Name and Title: [redacted] Parts and Servi
Contact Phone: XXX-XXX-XXXX x 609
Contact Email: [redacted]@apford.com
This response is from [redacted] the Parts and Service Director at Al [redacted] Ford. I did not wait on Mr. [redacted] but i...
have had multiple meetings with our employees who came in contact with Mr. [redacted] and his vehicle.
We feel that we did what we said we would do for this customer.
The vehicle has 220,000 miles on it and has a four valve engine that can be very sesitive to time and miles on the unit for drivibility concerns. Mr. [redacted] asked us to perform a tune up on his vehicle. He did not say he had a check engine kight on nor was the light on at time of our business. the word 'Tune up" can mean alot of items possible or few depending on the time and miles and the way the vehicle has been maintained. our history with Mr. [redacted] has been all oil changes only and no tune up items like a fuel filter, air filter, injector cleaning etc. We were asked to replace the plugs and we did so. The vehicle has one ignition coil per cylinder that does not have to be replaced in a "tune up" unless they are in a failed condition. To replace all the coils is over $800.00. We only replace them when they fail. They were not in a failed position when we replaced the spark plugs. Sometimes when the plugs are replace and they are up to full potential they stress the coils if they are old and then the new plug strength can hurt them. agian, 220,000 miles this vehicle should have had 4 sets of plugs replaced. The plugs we took out were old and badly worn. My Service Manager talked to Mr. [redacted] and offered to check his vehicle at no charge for the now "Check Engine light" and found 2 coils have failed. we offered to replace these at a discount to the customer do to the timing of the previous repair to the new repair needed. The customer declined and the next time we new he was still having this cincern was when we got the Revdex.com notice. Now with 220,000 miles on this vehicle many hands have been under the hood. Some items are not the way they should be but the time on this vehicle has caused what Mr. [redacted] Says is damage not Al Piemonte Ford. The repair cost Mr. [redacted] wants back also includes an oil and filter change and we feel this repair does not belong with the request of of Mr. [redacted] for refund. now, again we feel that we did what we said we would do and did so, and we are not responsible for other things that can happen on a 220,000 mile vehicle. Our offer still stands to do the necessary coil repair at a discount as Mr. [redacted] has been a customer of Al Piemonte Ford. We already paid a technician to check why the 'Check Engine " Light is on and we have obsrbed that cost. We want Mr. [redacted] to be haapy but feel that refunding the cost to replace the spark plugs and oil and filter is not fair to us. We did nothing wrong. We want to help fix the vehicle. As time goes on there will probably be more of these coils failing due to age factor. there are 8 total coils. At time of inspection the second time in only 2 showed bad. I have left my number attached if additional info needed. Thank You
Initial Business Response /* (1000, 5, 2015/05/28) */
Contact Name and Title: [redacted] VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
We have located an acceptable 2015 Transit per [redacted]'s request. The original vehicle was sold and we have secured one...
that satisfies her. She will be coming in on Tuesday, June 2, 2015 to pick up the vehicle.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Al Piemonte Ford has made great effort to rectify this situation. I am pleased with the response and service.
I'm generally not the type of person that would write a review, but in cases of Gross incompetence I feel the need to take the time.
On 11/11/16, I brought my 2014 Ford in to the Melrose Park, AP Dealership for an oil change... to give a little history I bought the car approx. 1 year prior from the AL Piemonte Dealership that closed down in the neighboring town Northlake, less than a mile down the road from the AP Dealership in question.
I was directed to speak with the service manager (no names b/c I believe in privacy laws) whom expressed there was nothing he could do for me @AP Ford in Melrose Park and that I should try "taking my FORD to the AP [redacted] even further up the road MAYBE they can help me there." "...I hear that's were most of the mechanics went". ( QUESTION: since when do mechanics have the authority to approve what a salesman promises!?) ANSWER: they don't
So I clearly stated to the service manager " you are just passing the buck" and you don't seem to want my business here, I know this b/c he never asked if he could service the car, he just advised me on taking it somewhere else. (YES, take my Ford from a Ford Dealer to a [redacted] Dealer, Wow)
I leave the service manager and return to the Quick Oil change department and request the service to be performed so I can go and never return, UNTIL after the oil change is completed a conversation develops between the CSR and myself regarding an Outstanding Recall and the possibility of the affect of the recall on the Check Engine light with my car that I was aware of through a letter from Ford and I would have to follow up with the Service Department to know the true cause of it.
On 11/11/16 after I left I called to set-up the appointment to address the Recall and the earliest available was 11/15/16, so that bring me to the day in question where the Gross dereliction of duty existed, when I turned my car over to the service department I was asked several questions one of which being, "if there was anything other than the recall I wanted them to take a look at?" [fair question]
My answer was "no, not that i'm aware of, just the Recall, I had it in for maintenance/inspection 4 days ago". [so I wait] approx. an hour goes by and i'm told my car is ready and i'm all done. I get in my car to leave and notice the Check Engine light is still on after the Recall was completed, so I pull out my paperwork I was given to see if there where any notes referencing the Check Engine light STILL being on and there where NONE.
I return to the service department immediately and request a moment of Advisor #374's time to understand why is the dash light still on? This is when #374 says to me "i asked you if there was anything else you wanted us to check?" I explained to him the Recall letter states that the Check Engine light can be trigger by the Recall, and since I just had the car checked just 4 days prior in the same Dealership that put notes in the service records that he reiterated earlier i.e replacement of wiper blades recommended, tire has a nail etc. etc. etc.
I started off by saying to #374 " I don't want anything for FREE" all I want is to know why my Check Engine light is STILL on if the Recall NOW is not the problem and there are NO notes on my paperwork as to why, or what option(s) I have at what price ...something!? You're just sending me on my way for a second time in less than a week without addressing the problem i'm having, more passing the buck. [ is this a company culture mentality ]
So now I have one buck passer wanting me to talk with the other buck passer and i'm done with them both, but not til after I tell them of my DISSATISFACTION and disappointment with AL Piemonte, Ford Service, Ford Inc. [ its clear why my shares in Ford (F) has declined so much in the past year ] Sales and Service go hand-n-hand.
[corrected]
Initial Business Response / [redacted] (1000, 5, 2015/05/28) */ Contact Name and Title: [redacted] VP Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @***.com We have located an acceptable Transit per [redacted] 's requestThe original vehicle was sold and we have secured one that satisfies herShe will be coming in on Tuesday, June 2, to pick up the vehicle Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Al Piemonte Ford has made great effort to rectify this situationI am pleased with the response and service
The employee discounts only apply to new car's bought at a new Ford dealer We will detail the car as she requested and pay her for the floor mats she bought If she contacts *** *** ** *** she will arrange to have these taken care of for ***
Please let us know if there are any other questions or concerns we need to address for this complaintThank you*** ***
Executive Assistant
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.
Sincerely,
[redacted]
Started off by closing a deal with Dave [redacted]. Excuse me for misspelling on names. So we came upon a deal to get leather seats installed in my truck, which is a 2013 Ford F-150. I had left a cash deposit at the dealer, and was scheduled a day to bring the truck in. The seats took about a week to order. And I had my truck at the dealer on Monday October 1st. After leaving my keys with service. I was left confused and didn't know what todo next. The girl at the service didn't bother to ask, if I needed to take the next shuttle ride. Or even ask me if I had anything set up for a loaner. So I went back to Dave in the aftermarket department. Mentioned to him about the loaner car. He told me that over at the service department they had the loaner ready. After returning back to the service department, and telling the girl behind the desk what Dave had told me. She looked confused and had idea what I was talking about. She asked me to wait a minute, while she went over and talked to Dave. Well turns out I wasn't about to get a loaner. At this point I really didn't mind. I had a buddy of mine come pick me up. Well Wednesday comes around. Later in the afternoon I was wondering how the work was coming along. So I decided to give the dealership a call and check up. I was told everything was okay. Also found out that the dealership themselves weren't the ones installing the seats. So I asked where they sent the car to so I can check out their website and see what other work they do. The lady gave me the name of a company, so I [redacted] them and got a phone number. After calling the company and speaking on the phone with the owner of the shop. It turns out they didn't even install leather seats. So I gave the dealership a call back, and mentioned what the problem was. I was then directed to Dave in the aftermarket department again. And he was able to let me know the company they sent my truck out to. I think it's messed up I'm purchasing items from a ford dealership. And wasn't even told they were going to be sending my truck out to get the work done somewhere else. Just makes me wonder how much the price was jacked up. Later in the day I receive a call from Al Piemonte ford, letting me know my truck was ready for pick up. Man I really wish I inspected my truck first before paying them the rest of the money in cash. Well as soon as I drive off the lot, it's like everything went downhill from there. First thing I noticed is that my headlights aren't coming on.
2nd-bass [redacted] is turned all the way up
3rd-back left subwoofer was blown out, after further inspection I found I big tear in the side of the speaker.
4th-lights that were wired to my radio were disconnected. Not in a nice way though. They were torn off the bottom of my seats and the wires were cut.
This is the one I find the most interesting.
5th- I was told by Dave in the aftermarket department that I would be getting new leather seats. When I was looking at the showroom car and told him I want the same seats, he told me no problem. I did not get new leather seats. All off the chairs stayed the same, all that was done was they were wrapped with leather. Some spots so bad you can even see the old cloth seats.
So after noticing all these problems the day I picked up the car, it really didn't bother me since the [redacted] won the World Series for the first time in 108 years. Thursday the 3rd of November I was not able to stop by the dealer and show them the problems because of my work schedule. So today Friday the 4th of November, 2 days after picking up my car; I had stopped by the dealership and left my car there. Before bringing the car in I figured to take a quick look at my manual and find out which fuse was for the headlights. I pulled the fuse, and sure enough it was blown. I wasn't going to replace it myself because I wasn't sure if it would lead to further problems or not. So now I leave my car at the service department. With Mike and Dave by my side taking notes on everything I pointed out to them. I even gave them a hint that all it might be for the headlights was a blown fuse. So I get a call back a couple hours later from Mike. Mike had told me that the wiring for my aftermarket lights was "monkey rigged together." And they didn't use the correct wires. It's funny because the wiring had a higher heat rating that OEM ford wires. Nice one mike. Next he told me the problem with the lights was corrosion in the wire. Of course a couple hundred dollar fix, instead of 2 dollar fuse. So Mike just did a very good job on making himself look like he didn't know what he was talking about. He then told me that there was arching going on at my amplifier. But what I don't understand, being an electrical engineer. Is that was a circuit is protected by a fuse, how does it continue to arch? You see that just simply does not happen. If there is going to be arching within the 12-24 volt dc system. It would have popped the fuse in less than a second. And there would be no such thing as arching. But in this case that doesn't happen. Mike then told me the dealership nor the people they sent it out to have nothing to do with these problems. He told me to come pick up my truck, which is not even legal to drive with no headlights; because they weren't going to fix any of the problems. I got back on the phone with Dave from the aftermarket department. And explained to him, that I would just simply like my money back and the dealer can remove the seats. These are his exact words. I really hope the dealership has a phone recording. But he said; after I asked him for my money back in return of the seats. "Yeah that not going to happen kid, come pick up your truck." Then hung up the phone on me.
Initial Business Response /* (1000, 5, 2014/07/02) */
Contact Name and Title: [redacted] Parts and Servi
Contact Phone: XXX-XXX-XXXX x 609
Contact Email: [redacted]@apford.com
This response is from [redacted] the Parts and Service Director at Al [redacted] Ford. I did not wait on Mr. [redacted] but i...
have had multiple meetings with our employees who came in contact with Mr. [redacted] and his vehicle.
We feel that we did what we said we would do for this customer.
The vehicle has 220,000 miles on it and has a four valve engine that can be very sesitive to time and miles on the unit for drivibility concerns. Mr. [redacted] asked us to perform a tune up on his vehicle. He did not say he had a check engine kight on nor was the light on at time of our business. the word 'Tune up" can mean alot of items possible or few depending on the time and miles and the way the vehicle has been maintained. our history with Mr. [redacted] has been all oil changes only and no tune up items like a fuel filter, air filter, injector cleaning etc. We were asked to replace the plugs and we did so. The vehicle has one ignition coil per cylinder that does not have to be replaced in a "tune up" unless they are in a failed condition. To replace all the coils is over $800.00. We only replace them when they fail. They were not in a failed position when we replaced the spark plugs. Sometimes when the plugs are replace and they are up to full potential they stress the coils if they are old and then the new plug strength can hurt them. agian, 220,000 miles this vehicle should have had 4 sets of plugs replaced. The plugs we took out were old and badly worn. My Service Manager talked to Mr. [redacted] and offered to check his vehicle at no charge for the now "Check Engine light" and found 2 coils have failed. we offered to replace these at a discount to the customer do to the timing of the previous repair to the new repair needed. The customer declined and the next time we new he was still having this cincern was when we got the Revdex.com notice. Now with 220,000 miles on this vehicle many hands have been under the hood. Some items are not the way they should be but the time on this vehicle has caused what Mr. [redacted] Says is damage not Al Piemonte Ford. The repair cost Mr. [redacted] wants back also includes an oil and filter change and we feel this repair does not belong with the request of of Mr. [redacted] for refund. now, again we feel that we did what we said we would do and did so, and we are not responsible for other things that can happen on a 220,000 mile vehicle. Our offer still stands to do the necessary coil repair at a discount as Mr. [redacted] has been a customer of Al Piemonte Ford. We already paid a technician to check why the 'Check Engine " Light is on and we have obsrbed that cost. We want Mr. [redacted] to be haapy but feel that refunding the cost to replace the spark plugs and oil and filter is not fair to us. We did nothing wrong. We want to help fix the vehicle. As time goes on there will probably be more of these coils failing due to age factor. there are 8 total coils. At time of inspection the second time in only 2 showed bad. I have left my number attached if additional info needed. Thank You
Initial Business Response /* (1000, 5, 2015/05/28) */
Contact Name and Title: [redacted] VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].com
We have located an acceptable 2015 Transit per [redacted]'s request. The original vehicle was sold and we have secured one...
that satisfies her. She will be coming in on Tuesday, June 2, 2015 to pick up the vehicle.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Al Piemonte Ford has made great effort to rectify this situation. I am pleased with the response and service.
I'm generally not the type of person that would write a review, but in cases of Gross incompetence I feel the need to take the time.
On 11/11/16, I brought my 2014 Ford in to the Melrose Park, AP Dealership for an oil change... to give a little history I bought the car approx. 1 year prior from the AL Piemonte Dealership that closed down in the neighboring town Northlake, less than a mile down the road from the AP Dealership in question.
I was directed to speak with the service manager (no names b/c I believe in privacy laws) whom expressed there was nothing he could do for me @AP Ford in Melrose Park and that I should try "taking my FORD to the AP [redacted] even further up the road MAYBE they can help me there." "...I hear that's were most of the mechanics went". ( QUESTION: since when do mechanics have the authority to approve what a salesman promises!?) ANSWER: they don't
So I clearly stated to the service manager " you are just passing the buck" and you don't seem to want my business here, I know this b/c he never asked if he could service the car, he just advised me on taking it somewhere else. (YES, take my Ford from a Ford Dealer to a [redacted] Dealer, Wow)
I leave the service manager and return to the Quick Oil change department and request the service to be performed so I can go and never return, UNTIL after the oil change is completed a conversation develops between the CSR and myself regarding an Outstanding Recall and the possibility of the affect of the recall on the Check Engine light with my car that I was aware of through a letter from Ford and I would have to follow up with the Service Department to know the true cause of it.
On 11/11/16 after I left I called to set-up the appointment to address the Recall and the earliest available was 11/15/16, so that bring me to the day in question where the Gross dereliction of duty existed, when I turned my car over to the service department I was asked several questions one of which being, "if there was anything other than the recall I wanted them to take a look at?" [fair question]
My answer was "no, not that i'm aware of, just the Recall, I had it in for maintenance/inspection 4 days ago". [so I wait] approx. an hour goes by and i'm told my car is ready and i'm all done. I get in my car to leave and notice the Check Engine light is still on after the Recall was completed, so I pull out my paperwork I was given to see if there where any notes referencing the Check Engine light STILL being on and there where NONE.
I return to the service department immediately and request a moment of Advisor #374's time to understand why is the dash light still on? This is when #374 says to me "i asked you if there was anything else you wanted us to check?" I explained to him the Recall letter states that the Check Engine light can be trigger by the Recall, and since I just had the car checked just 4 days prior in the same Dealership that put notes in the service records that he reiterated earlier i.e replacement of wiper blades recommended, tire has a nail etc. etc. etc.
I started off by saying to #374 " I don't want anything for FREE" all I want is to know why my Check Engine light is STILL on if the Recall NOW is not the problem and there are NO notes on my paperwork as to why, or what option(s) I have at what price ...something!? You're just sending me on my way for a second time in less than a week without addressing the problem i'm having, more passing the buck. [ is this a company culture mentality ]
So now I have one buck passer wanting me to talk with the other buck passer and i'm done with them both, but not til after I tell them of my DISSATISFACTION and disappointment with AL Piemonte, Ford Service, Ford Inc. [ its clear why my shares in Ford (F) has declined so much in the past year ] Sales and Service go hand-n-hand.
[corrected]