All American Ford & Isuzu

I will try to cover all concerns of the customer in this responseSince the complaint, I have had multiple phone conversions with the customer and hopefully have resolved all his issuesMembers of my staff did reach out and left messages trying to get a hold of the customerThe info not printing correctly on the contract was a programming issue with out forms printerCustomers are given an ample amount of time to carefully read all contracts before signingAll copies of the contracts were filled out exactly the same from the customer copy to the bank copyIn reference to the amount of the refund it seems this is a case of mis-communication between the customer and the bankAll American sent a portion of the refund to the bank at their request and than the rest directly to the customerI am still waiting to explain and go over everything with the customer but this complaint should be closed outThank you

Complaint: [redacted] I am rejecting this response because: The response is pretty lame in that no one called or left a voice mail from the company There is still no explanation of why the information regarding the expiration for mileage and the expiration of date were not printed in on my copy of the contract Why was I not shown Section 2A at time of purchase to better understand the service contract that is based on my signature date of purchase for 100,miles and or months, giving you hope that you are covered during the whole period of your loan to purchase said vehicle, for major service and or replacement repairs, when half of what you are paying for has already happened??!! Why was that information not filled out on my copy? Was it filled in on the original document? And again if I knew that I was paying almost $ 2,for a service contract that was already half used, I think I would have re-thought that right then and thereI still feel you owe me more than I have received for the service contract that was on the Ford Edge and I am requesting that you review and reconsider I truly feel there is a level of misrepresentation within this matter of contract to original warranty to past gone time and mileage At least on my new purchase all was fully explained and no slight of hand action was in play This is the wrong way to treat a customer and I have leased, or purchased vehicles with your company This was the last one Regards, [redacted] ***

The customer feels that the passenger side rear door was a different shade of silver than the rest of his vehicleThis concern is a covered repair under Ford Motor Company's Warranty PolicyAfter delivery when the customer noticed the issue he brought it to me to inspectI told him I would have to take pictures of the door and send it to Ford Motor Company and have them advise on the correct repairIn my experience the vehicle would have to go to a body shop and be painted and blendedThe customer did not want his vehicle to be paintedSo, in the complete interest of customer satisfaction, I offered to take a full door assembly off a new vehicle and swap it with hisI did so and I inspected the vehicle and could not see any defectI sent the vehicle back to the customerHe did not feel there was a difference, so I attempted to swap yet another door again in the interest of customer satisfaction (as this was all paid for by our company, not Ford Motor Company at this point) and again he was not happyHe had contacted FoMoCo and received a case [redacted] The Ford Representative [redacted] and I agreed that we would need to have [redacted] return with his vehicle, we would put the original door back on and then we would follow the procedure I recommended originally and send the vehicle to a body shop and have FoMoCo pay for the repairs on the vehicleWe cannot exchange his vehicle, nor can we pay for the body shop repairs at the body shop of his choice (he has repeatedly mentioned his friend owns a body shop)This is a matter that should be taken up with FoMoCo, this vehicle is covered under their warrantyThe customer has been in contact with FoMoCo and has an open case with themWe will help in anyway that we can under the instruction of Ford and within the Franchise Laws that we must abide byI do not think that this complaint should be directed at our store as we did everything within our power to make the customer happyThis is certainly an issue that is now between Ford and the customer as he is unhappy with their product, and Ford is completely willing to address his issue and correct it [redacted] from Ford and the customer as well as our store had an open line of dialog about fixing his vehicleSince the beginning of this week the customer has told us he will call us when he is ready to have his vehicle fixedHe has yet to do so as we have received this complaint from the Revdex.comPlease feel free to contact me if you have any further questionsThank you for your time

Complaint: ***
I am rejecting this response because:
I own the vehicleI should be allowed to get it repaired where I want outside of All American Ford simply because I do not trust themRegardless of who owns the body shop, my friend or not I make the choice not All American FordUsing their body shop that I know nothing about it not a risk I don't want to takeWhat happens if the vehicle is worse when they are done with it? Furthermore painting 75% of the side of the vehicle which has been recommended by the dealer depreciates the value of the vehicle afterwardsThis vehicle was new with miles on it when the dealer was contacted so having it worth thousands less after bodywork is not my problem and I'm not about to take that loss
1) I don’t just feel the door is the wrong colorThe vehicle has been looked at by different professionals outside of All American FordAll places tell me the door is wrong in color plus closing and small dentsNot all places are my friends or just telling me what I want to hearThis is how I received the vehicle back from the dealer on 10-6-2) If the issues are covered under a Ford warranty as the dealer claims then I should be able to have it repaired at any Ford dealer in the country that does body/ collision workHave the dealer provide in writing from Ford that they will pay for repairs at a Ford approved shop3) The service manager, *** *** at All American Ford has done nothing but lie to me since the first day I met himI have not had one single return phone call from him since October I called times over days the week of 10-and on Friday this complaint with Revdex.com was started because he does not have the decency to return a simple phone callPathetic that someone made him a manager *** the Ford rep even emailed Nick on 10- asking him to call me and never did4) According to *** *** they have put different doors on the vehicle and he does not see the problemIf he does not see the problem then why in the world would they keep changing doors? It’s like the blind leading the blindThe last time the vehicle was returned to me on 10-the door is the worst yet, wrong color, does not close properly and has small dents in it Out of all their employees I’m sure he can fine at least one with a decent eye or two5) I refuse to let All American Ford touch the vehicle because they have made it worse after multiple attemptsPainting the vehicle is a much more complex job that they definitely can’t handle in my eyes considering how incompetent they have been thus far6) If necessary I will go to the Ford dealer of my choice that has the collision center and see what they tell me although I have already wasted about hours of my work time trying to resolve the issues7) At this point the way they have treated me, especially the service manager I simply don’t trust them with anything I own
Thanks
*** ***
*** ***
Regards,
*** ***

I will try to cover all concerns of the customer in this response. Since the complaint, I have had multiple phone conversions with the customer and hopefully have resolved all his issues. Members of my staff did reach out and left messages trying to get a hold of the customer. The info not printing correctly on the contract was a programming issue with out forms printer. Customers are given an ample amount of time to carefully read all contracts before signing. All copies of the contracts were filled out exactly the same from the customer copy to the bank copy. In reference to the amount of the refund it seems this is a case of mis-communication between the customer and the bank. All American sent a portion of the refund to the bank at their request and than the rest directly to the customer. I am still waiting to explain and go over everything with the customer but this complaint should be closed out. Thank you

In response to the customer complaint, I would like state that we had tried reaching out to the customer and left a voicemail on the number we had on file the day we received his letter...

complaint. Along with his letter, there was just an address for us to contact him and no contact phone numbers at all. We would like to apologize if the customer was led to believe that the coverage and terms was something that it is not. On the back of the customer copy of the Vehicle Service Contract in Section 2A states, "For Used Plan Agreements on eligible Ford, Lincoln or Mercury vehicles that have new Vehicle Limited Warranty remaining at time of purchase, Coverage begins at the signature date and current mileage. Coverage ENDS the earlier of the number of Months Purchased or Number of Miles Purchased from the expiration of the New Vehicle Limited Warranty." This statement can once again be found on the contacts itself which the customer provided us a copy of in section 2A. In closing, we would like to apologize again for any type of miscommunication that may have taken place and I would like to address any questions or concerns personally as my contact information is below. If there is anything else we can do to assist you in future, please let us know

Complaint: [redacted]
I am rejecting this response because:  The response is pretty lame in that no one called or left a voice mail from the company.  There is still no explanation of why the information regarding the expiration for mileage and the expiration of date were not printed in on my copy of the contract.  Why was I not shown Section 2A at time of purchase to better understand the service contract that is based on my signature date of purchase for 100,000 miles and or 84 months, giving you false hope that you are covered during the whole period of your loan to purchase said vehicle, for major service and or replacement repairs, when half of what you are paying for has already happened??!!  Why was that information not filled out on my copy?  Was it filled in on the original document?  And again if I knew that I was paying almost $ 2,000.00 for a service contract that was already half used, I think I would have re-thought that right then and there.
I still feel you owe me more than I have received for the service contract that was on the Ford Edge and I am requesting that you review and reconsider.  I truly feel there is a level of misrepresentation within this matter of contract to original warranty to past gone time and mileage.  At least on my new purchase all was fully explained and no slight of hand action was in play.  This is the wrong way to treat a customer and I have leased, or purchased 3 vehicles with your company.  This was the last one. 
Regards,
[redacted]

I want to retract my complaint against All-American Ford [redacted]. They have issued my refund and we also completed our sales transaction. I am very happy with their service especially from [redacted], [redacted]...

and [redacted]. I would definitely use their dealership again.

The customer feels that the passenger side rear door was a different shade of silver than the rest of his vehicle. This concern is a covered repair under Ford Motor Company's Warranty Policy. After delivery when the customer noticed the...

issue he brought it to me to inspect. I told him I would have to take pictures of the door and send it to Ford Motor Company and have them advise on the correct repair. In my experience the vehicle would have to go to a body shop and be painted and blended. The customer did not want his vehicle to be painted. So, in the complete interest of customer satisfaction, I offered to take a full door assembly off a new vehicle and swap it with his. I did so and I inspected the vehicle and could not see any defect. I sent the vehicle back to the customer. He did not feel there was a difference, so I attempted to swap yet another door again in the interest of customer satisfaction (as this was all paid for by our company, not Ford Motor Company at this point) and again he was not happy. He had contacted FoMoCo and received a case [redacted]. The Ford Representative [redacted] and I agreed that we would need to have [redacted] return with his vehicle, we would put the original door back on and then we would follow the procedure I recommended originally and send the vehicle to a body shop and have FoMoCo pay for the repairs on the vehicle. We cannot exchange his vehicle, nor can we pay for the body shop repairs at the body shop of his choice (he has repeatedly mentioned his friend owns a body shop). This is a matter that should be taken up with FoMoCo, this vehicle is covered under their warranty. The customer has been in contact with FoMoCo and has an open case with them. We will help in anyway that we can under the instruction of Ford and within the Franchise Laws that we must abide by. I do not think that this complaint should be directed at our store as we did everything within our power to make the customer happy. This is certainly an issue that is now between Ford and the customer as he is unhappy with their product, and Ford is completely willing to address his issue and correct it. [redacted] from Ford and the customer as well as our store had an open line of dialog about fixing his vehicle. Since the beginning of this week the customer has told us he will call us when he is ready to have his vehicle fixed. He has yet to do so as we have received this complaint from the Revdex.com. Please feel free to contact me if you have any further questions. Thank you for your time.

Review: Vehicle was delivered on 9-19-15. Three days after delivery I noticed the rear door was the incorrect color. The dealer was contacted shortly after. On 9-25 the vehicle was inspected by [redacted] the service manager and he offered to change the door. On 9-30 car was picked up. On 10-1 car was returned to my residence with a different door but also the incorrect color. Car was taken back by the dealer. On 10-6 car was returned to my residence with the wrong color door again plus 2 small dents in the door. On 10-6 case was opened with Ford [redacted]. No proper resolution in site through dealer or Ford at this time.Desired Settlement: Option #1 Exchange the vehicle for on that is correct. Option #2 Pay for auto body shop of my choice to make repairs plus a rental car for the entire time it is repaired. Also compensation for the depreciation of the vehicle after body work and paint work is performed.

Business

Response:

The customer feels that the passenger side rear door was a different shade of silver than the rest of his vehicle. This concern is a covered repair under Ford Motor Company's Warranty Policy. After delivery when the customer noticed the issue he brought it to me to inspect. I told him I would have to take pictures of the door and send it to Ford Motor Company and have them advise on the correct repair. In my experience the vehicle would have to go to a body shop and be painted and blended. The customer did not want his vehicle to be painted. So, in the complete interest of customer satisfaction, I offered to take a full door assembly off a new vehicle and swap it with his. I did so and I inspected the vehicle and could not see any defect. I sent the vehicle back to the customer. He did not feel there was a difference, so I attempted to swap yet another door again in the interest of customer satisfaction (as this was all paid for by our company, not Ford Motor Company at this point) and again he was not happy. He had contacted FoMoCo and received a case [redacted]. The Ford Representative [redacted] and I agreed that we would need to have [redacted] return with his vehicle, we would put the original door back on and then we would follow the procedure I recommended originally and send the vehicle to a body shop and have FoMoCo pay for the repairs on the vehicle. We cannot exchange his vehicle, nor can we pay for the body shop repairs at the body shop of his choice (he has repeatedly mentioned his friend owns a body shop). This is a matter that should be taken up with FoMoCo, this vehicle is covered under their warranty. The customer has been in contact with FoMoCo and has an open case with them. We will help in anyway that we can under the instruction of Ford and within the Franchise Laws that we must abide by. I do not think that this complaint should be directed at our store as we did everything within our power to make the customer happy. This is certainly an issue that is now between Ford and the customer as he is unhappy with their product, and Ford is completely willing to address his issue and correct it. [redacted] from Ford and the customer as well as our store had an open line of dialog about fixing his vehicle. Since the beginning of this week the customer has told us he will call us when he is ready to have his vehicle fixed. He has yet to do so as we have received this complaint from the Revdex.com. Please feel free to contact me if you have any further questions. Thank you for your time.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I own the vehicle. I should be allowed to get it repaired where I want outside of All American Ford simply because I do not trust them. Regardless of who owns the body shop, my friend or not I make the choice not All American Ford. Using their body shop that I know nothing about it not a risk I don't want to take. What happens if the vehicle is worse when they are done with it? Furthermore painting 75% of the side of the vehicle which has been recommended by the dealer depreciates the value of the vehicle afterwards. This vehicle was new with 150 miles on it when the dealer was contacted so having it worth thousands less after bodywork is not my problem and I'm not about to take that loss.

1) I don’t just feel the door is the wrong color. The vehicle has been looked at by 3 different professionals outside of All American Ford. All places tell me the door is wrong in color plus closing and 2 small dents. Not all places are my friends or just telling me what I want to hear. This is how I received the vehicle back from the dealer on 10-6-15.2) If the issues are covered under a Ford warranty as the dealer claims then I should be able to have it repaired at any Ford dealer in the country that does body/ collision work. Have the dealer provide in writing from Ford that they will pay for repairs at a Ford approved shop.3) The service manager, [redacted] at All American Ford has done nothing but lie to me since the first day I met him. I have not had one single return phone call from him since October 6. I called 4 times over 4 days the week of 10-19 and on Friday this complaint with Revdex.com was started because he does not have the decency to return a simple phone call. Pathetic that someone made him a manager. [redacted] the Ford rep even emailed Nick on 10-23 asking him to call me and never did.4) According to [redacted] they have put 3 different doors on the vehicle and he does not see the problem. If he does not see the problem then why in the world would they keep changing doors? It’s like the blind leading the blind. The last time the vehicle was returned to me on 10-6 the door is the worst yet, wrong color, does not close properly and has small dents in it. Out of all their employees I’m sure he can fine at least one with a decent eye or two.5) I refuse to let All American Ford touch the vehicle because they have made it worse after multiple attempts. Painting the vehicle is a much more complex job that they definitely can’t handle in my eyes considering how incompetent they have been thus far.6) If necessary I will go to the Ford dealer of my choice that has the collision center and see what they tell me although I have already wasted about 10 hours of my work time trying to resolve the issues.7) At this point the way they have treated me, especially the service manager I simply don’t trust them with anything I own. Thanks [redacted]

Regards,

Review: Dear All-American Auto Group

CC: Ahmed Dawoud & [redacted] Braverman & Ford Motor Company

This email is in reference to my phone call earlier with your manager [redacted]. In our discussion I told him that I was unhappy with the progress of this transaction from being told (by Ahmed) that the car would be in this past Wednesday and then changed Friday at the latest (per [redacted] feeling he was 100% confident - apparently your dealer ship never even had possession of a car I gave you a deposit for) then it will be this Monday at 9pm (per Ahmed) because its 4 hours each way to get the car.

After I reach out to Ahmed the salesman (which by the way it seemed I was always chasing after your team for an update) and unsatisfied with the means and methods of the transportation of my new vehicle (being driven up from Maryland which I never agreed to nor would I ever have agreed to letting someone drive my brand new $40k car; 200+ miles and 4 hours way - seriously).

Then when I complained about that the response was "my boss said we will flat bed it for you" like you're doing me a favor? I have never seen such an operation. In the beginning I told your team that I had no problem at all ordering a car directly from the factory as I already have my own financing. For some reason that keep being deterred. At this point I will be going to another Ford dealer and ordering it from the factory.

I officially told [redacted] I was canceling this transaction and requested a full refund of my $1,000.00 deposit given on Monday 2/15/16 for a 2016 Ford Mustang. [redacted] informed me that he wasn't refunding my deposit (for a transaction that hasn't even concluded or delivered to me).

With that I have filed a charge back with my Bank, [redacted]. I am contacting the Revdex.com and Ford Motor Company as well. After that I will contact my attorney [redacted] in [redacted] to proceed with additional steps for obtaining my refund if a refund isn't immediately processed.Desired Settlement: Full refund of $1,000 deposit

Consumer

Response:

I want to retract my complaint against All-American Ford [redacted]. They have issued my refund and we also completed our sales transaction. I am very happy with their service especially from [redacted] and [redacted]. I would definitely use their dealership again.