All American Ford Inc.

The customer's statement on what happened when she was here is not accurate. We brought her car into the shop and connected our Ford diagnostic tool and it came up with a problem code for the coolant system, and the reason the coolant light was on, it was telling us that the fault code was for the...

sensor associated with her coolant system. (which is covered under her extended warranty) We wanted to order the part and put her in a loaner until we could get the part the next day and install it. We also checked the cooling system for any leaks with a black light, and no coolant was present outside the system, although the customer said she had put some coolant in before she drove it over to us, which is normal, at every service no matter where she goes they should top off the fluids including the coolant. The customer told me " that she had never heard of such a thing, and that we didn't know how to fix her car." Also, when the vehicle came into us this time the cap was not put back on straight which would also let coolant dissipate quicker. As to her comment of every 11 months she needs to add coolant, it should be topped off at every service, and if that is not being done then yes more than usual would be needed to top off the coolant reservoir. Since she didn't agree with our technicians diagnosis I suggested that she take it to another service facility for a second opinion. I'm very offended that she accused me of not caring and being rude, if anything she was the rude one, raising her voice and caring on because she didn't agree with my technician's diagnosis based on the problem code found in her car, I at no point raised my voice, and did my best to explain the situation, but she didn't want to hear it, so that is when I told her I thought she should take it for a second opinion, and get it fixed elsewhere. I also want it to be clear that the recall was done properly and not related to this issue.

Complaint: [redacted]
I am rejecting this response because:  This man is not correct!!!!!  This man just would not listen to me.  Yes I did get loud because I felt like I was talking to a child who could not comprehend what I was saying.  He said when I brought the car in 11 months ago the fluid was fine.  Yes it was BECAUSE I had to add fluid after the warning light came on and the fluid was below the minimum!!!!!  He said they checked it this time when I brought it in and it was fine AGAIN.  I had nothing better to do than sit there for over an hour ??? I had a video this time of the warning light and the fluid WELL below the minimum AGAIN.  He told me it was normal dissipation.  I filed a claim with the Ford Motor Company and was told additional information to help them with the issue would be sent over.  Is THIS where a sensor was mentioned because it was NEVER mentioned to me.  The service guy said they wanted to keep the car over night to check it and I would be given a loaner.  I was at the window waiting for a loaner when this man approached me with my keys and said he fixed my trunk issue, something I had looked at and he gave me my keys and said nothing was wrong with the engine fluid.  To me that was a "we're done good-bye".  Ford Motor Company told me to call the dealer and make an appointment to bring it back in.  I waited a few days and called Jeantte and she told me she would look into the claim.  That was last week.  I have heard nothing since.  May I also add I DID get a second opinion from another Ford dealer.  I spoke with the head of service who said my issue is NOT normal dissipation.  You don't lose that much fluid.  I have had cars for over 40 years.  I have NEVER had a car that every year I had to add fluid because of dissipation.  Unfortunately because I bought my car at this dealer I have to deal with them but their customer service is seriously lacking!!!!! 
Regards,
[redacted]

hi this is lisa [redacted] I recieved my refund check from all american ford in hackensack nj thank you

I am in receipt of the customer’s rejection of my response, I didn’t know that could be done? I am very sorry this customer feels the way she does, but as I told her when she was here if she doesn’t agree with my technician’s diagnosis that I think she should get a second opinion and get it fixed by them. She has an extended warranty that is good at any Ford or Lincoln dealer in the US which expires on 1/22/19 or 60,000 miles whichever happens first, she does not have to come here.

Review: I went to ford to lease a vehicle, the ford fiesta ST in molten orange, the salesman robert caminero and I agreed on price and terms I signed the forms and gave a refundable 500.00$ down so that they can have the car moved to their lot. I was told it would take 3 days to receive the vehicle. That didn't happen, then I contacted my salesman received no reply. Now I go to the dealer and speak to a sales manager samy, he tells me that my salesman would call me with the update on car the next day. My Salesman and I spoke the next day, he stated he couldn't get the vehicle we agreed on,That he sold me; so I agreed to get another color vehicle and different options. Then my salesman tells me he would get the car in a couple of days, I agree. No car yet, I go to the dealer and speak to yet another manager, he shakes my hand and assured me they would call me back the next day with the date this vehicle would come in. No call back and I text my salesman and emailed him reminding him, still no call back. Now it's been 10 days since the original agreement date and no car. I was skeptical about going to ford, but I was told by my brother who purchased a pickup at ford, not this dealer that the vehicle was of good quality; so I wanted to give ford a try. I was wrong to go to this dealer. I work for fedx and I see 500 customers a week, guess what I'm going to tell them when they ask about ford or this particular dealer? I work in this buisness district and I am very disappointed with how I was treated. I try to support and American buisness and that's how I'm treated. Sad.Desired Settlement: I was told when I was a child, don't promise what you can't deliver, I think that says it all. What happened to sincerity and honesty. I just want to receive what I was sold and if I can't receive it just apologize and we move on, but don't treat customers this way. Remember one customer can affect many.

Review: I always have my car serviced for repairs at this location. It's most troublesome as well. Every time I go to get it serviced I always have one of the advisors stationed or assigned to my vehicle tell me I have to wait an hour, which I don't mind. What I do mind is that hour becomes 3-4 and they can't do anything about it from what's said by said advisor. Recently went back because I had a serious noise going on under my hood. The advisor I dealt with was [redacted]. He said my car wouldn't be finished and I had to leave it with them for 3-Days. I did that too. But this time I had to rent a car for 3-Days and did (ended up paying $150 too). 3-Days pass and no call, no text message, and I have now called 3 times but the operator keeps telling me he's away from his desk. So the rental company calls for me after telling me I am now late because I was suppose to bring the car in by 10am, I have a overage fee of $100 now on top of that $150 it took to rent. When the rental company called [redacted] he spoke with them and still hadn't called me back. Rental company calls me after their conversation and tells me my car won't be done and he doesn't know when it will now I have to rent the car another 2-3 days and pay up to another $150 and that's not counting filling the car up with gas and if I didn't they will charge me $9 a gallon!! This is horrible. I hate going to this place. It's by far the most unprofessional and exhausting experience I've had with a service center and I highly regret getting my car from this Ford dealer ship. I have had to expense out my pocket almost half a grand when this service I'm receiving is covered under warranty so I wasn't suppose to spend a dime. They won't even pay for my rental either... I feel horrible and this will be a very big eye opener for me and my experience with this place.Desired Settlement: I don't want to pay for any of my rental fees or my service for the car that I made. I deserve a better customer experience since I spend thousands for service and bought the car from them. I don't want to pay for anything. That's the only way I'll ever come back to this place. It really is the worst. By the way it's been 5 hours since I left a message and not a phone call back about what's going on with my car.

Review: In purchasing a new car from All American Ford in Hackensack, I traded in my current vehicle which still had a balance due of $895. To simplify the buying process, the dealer said it would make the final payoff to my bank using funds I provided to them with a credit card. They processed a $900 charge on my MasterCard and I was able to drive my new car home. Unfortunately it took the dealership more than two weeks to pay off the balance and in the meantime a monthly payment came due (which I paid) thus reducing the final payoff amount to $670.50. The dealership has refused to refund me the difference I overpaid them - $229.50. I have spoken to them several times and while they promise they will send it they have not to date - more than three weeks after I purchased a car from them.Desired Settlement: At this point I want a check overnighted to my attention or an immediate credit refund to my credit card.

Review: Took my down payment for the promise of delivering a car in 6 weeks. After 12 weeks the car showed up but they won't release it to me because programs have changed. We already agreed and signed on the business. They wouldn't then give me my down payment either. Nor could they guarantee the price we agreed on and signed for.Desired Settlement: I want my money back. I don't want to play games waiting for it. I asked once already and it sat on a sales managers desk for a week.

Review: On 3/7/15, I purchased a used ** Jetta from All American Ford Dealership at the time of purchase the Finance Manager told me that the $2K service contract was a contingency of my loan for the car. However, after contacting [redacted] they told me that was incorrect. I immediately contacted the Finance MGR and requested to cancel and that a refunded be sent to the bank. I completed cancellation paperwork on 4/23/15, and the dealership never turned it in. I have been contacted the dealership, the service contract company, and the bank. The service contract company [redacted] said the dealership never completed a cancellation and that they could do it online which would make it immediate. The Finance Mgr. has hung up the phone on me and told it is my problem he has agreed that he is very rude. and has no intention to fix the problem.Desired Settlement: I would just like for the dealership to complete the cancellation of the service agreement. and refund me in full for the service agreement of $2000 + additional finance charges that I have paid thus far.

Review: Buying a car from All American Ford was hands-down the worst purchasing experience ever. I was told my car would be delivered in 72 hours. It took more than three weeks. I was told to come out to New Jersey from my home in Manhattan as the car was at the dealership and ready to be picked up. It was not. I had to take a $1,000 option package I didn't want b/c it was already loaded on the car, but the only option I did order, the number keypad entry, was not installed and phone calls about it have not been returned. In fact, no phone calls have been returned from this no account operation.Desired Settlement: I am seeking reimbursement for the $100 part that was ordered with the car and was not delivered.

Review: I purchased a van from this dealership that turned out to have a few problems. I paid a almost $1,000 with in the first month of owning this vehicle and repairs wee still needed. The GM offered to reimburse me $387 for a part that they corrected but was never fixed properly. While my vehicle was at their facility, someone took my van off the lot during no business hours and drove it thru EZPass on the NJ Turnpike without an EZPass tag and I received a ticket for $51.50. The GM [redacted] has told me he will reimburse me and I have yet to receive any reimbursement. The district manager [redacted], is of no help either.Desired Settlement: My desired outcome is to received the $438.50 that was promised to me.

Review: I put a deposit of $500 down on a car that I was intending to purchase. The deal fell through and I would like my $500 deposit back. I have made several calls to them (7) and to the salesman Brian E. They do not respond.Desired Settlement: $500.00

Review: In October 2014, I purchased a vehicle from All American Ford Hackensack. A condition of the agreement to purchase included a $500 cash rebate, which was to be mailed to me directly within 6 weeks. I relied, to my detriment, upon this verbal promise in choosing to purchase the vehicle. To date, I have not received this check. I have made hundreds of phone calls to the dealership, Ford customer service, and marketing departments regarding this issue, all to no avail. I have been dealing in particular recently with one Manager at All American, [redacted] I have spoken with him several times per week, during which calls he expressed to me, multiple times, that the check is on its way. It still has not arrived. This issue has now been pending for approximately 6 months.Desired Settlement: The relief I am seeking is payment of the $500 cash rebate which was promised to me by Ford as a condition of my vehicle purchase contract, in an expedient manner.

Review: we were going to purchase a pre owned vehicle did all the paper work and gave them 100 dollars to deliver it ,days went by nothing just the runaround . then told the car was no good transmision was shot ,meanwile I sold my other vehicle and proceeded to tell them no thank you did not want a car with a new transmision . thats when the nonsense started trying to get my 100 dollars back I have the reciept kept speaking to a manager named Joe F[redacted] but got nothing but runaround and no return calls . I looked on some complaint cites and hes on it joe f[redacted] I just want my 100 dollars back I havent purchased anything from them but they still give me the runaround .it is 4 months later and still nothing please help .Desired Settlement: I want my 100 dollars back from these crooks .

Consumer

Response:

hi this is lisa [redacted] I recieved my refund check from all american ford in hackensack nj thank you