RevDex.com: I have reviewed the response made by the business in reference to complaint I [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.] Regards, [redacted] *** On Wednesday July 13,2016 at 10:00 am I called order the toilet, I ask her when she would be taking it out of my account, she said not till Monday July 18,2016 she said that is when she does the billing, once again I ask her again to make sure and she assured me not till Monday, and right before we hung up and I ask her again, she once again assure me not till Monday. I wrote all this down. Then on Friday July 15,2016 I checked my account and she had taken it out and over drawing my account for 36.00 this was at 11:00 I told her once again that she said she would not take it out till Monday when my check would be there.She said no problem, well she sent the charges and then I see she sent it through again and like double charge she said no but the bank said yes.so they had to sent to the bank that it was suppose to be a debit not a credit, but I still got charged the 36.00 overdraft.For the first time. the second time happen on MOnday July 18,2016,I told her that I have notes saying she had put it back etc. on monday she got a little nasty with me. yes I was upset. With all that other stuff where to put it etc. it was a friendly concern asking advice and then I ask her again about she would not be taking it out of my account until Monday and once again she said yes.
Initial Business Response / [redacted] (1000, 15, 2015/10/30) */ Revdex.com, Case #XXXXXXXX The vehicle in question was sold a premium care warranty which is the highest coverage Ford Motor Company offers, it covers over 1,key componentsUnfortunately, All Star cannot feasibly have all the tools and equipment necessary to service all makes and models, but the warranty that the consumer purchased allows for it to be serviced at any Suzuki dealership with all the same coveragesThe warranty is not specific to the dealership it is specific to the vehicle and coverage stays with that VIN (vehicle) We don't have any record of an oil leak or brakes, being repaired at our facilityHowever, on 2/17/there was a coolant leak fixed at no chargeA basic maintenance on the vehicle was also done at no charge on 8/30/All Star Ford also has a phone log record of a call made by the consumer's sales consultant to the phone number on this record on October 15, to check in with the customerAccording to our phone records no return call has been made by the consumer Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't except they're response simply because, All star ford says they have no brakes or oil leak on file , because obviously nobody fixed the problemAlso the 100k warranty is also [redacted] too , there's only TWO NorCal Suzuki dealerships Vallejo /Stockton There's no way too get in contact with a person in Vallejo over the phone , I've called and left get back emails numerous times , nothing got back, (minding you I don't live close too neither city) Soo we called down too Stockton and talked too a man , he said the warranty doesn't cover certain things , example if your check engine light comes on its not under warranty according too all star ford AND STOCKTON SUZUKIBut what I really don't understand is the advertisement they sent too my mail , saying they need the car , get too the dealer ship and boom all of a sudden they don't need itIt's amazes me how I complained about a few other things , but ALL STAR FORD didn't mention them , I wonder why ?? A business like this you can't just go talk too the General manager , you have too take procedures like thisWhat a shame , things like this say alot about a business sadlyI just want them too make things rightBecause the next step is court Final Business Response / [redacted] (4000, 20, 2015/11/12) */ The warranty that was purchased by the consumer is the best warranty offered by FORD MOTOR COMPANYThis warranty covers 1,components and is back by Ford Motor CorporationIt is underwritten by Ford itselfIt is able to be used at ANY dealership anywhere in the United States, Canada, and MexicoFord guarantees the warranty 100%In fact this warranty carries hour roadside assistance and rental benefitsWe have attached of copy of the brochure explaining all of the covered items and benefits of this warranty to this responseThe consumer is encouraged to visit http://fordprotect.ford.com/premiumcare to view Ford's website on this warranty for additional information The consumer can take this vehicle to any dealership (including Ford dealerships) and the service department can do the repair work at that locationIf for some reason it cannot be fixed at the dealershipThe individual dealership will make any arrangements necessary to obtain any Suzuki specific parts or tools needed to do the repairPlease refer to the attached brochure or the listed website for additional information The Key for Key promotion which is referred to by the consumer was a campaign that allowed managers to terminate loans or leases on vehicles and put the customers into new vehiclesThe exchange was based on value of current vehicles against value of new vehicleFor example, if a customer's current vehicle had a value of 16,and the new vehicle was $16,it would be an exact exchangeHowever, if the consumer's vehicle was valued at $14,then the difference would have to be made upThe way this would be handled is through financingThe letter that was sent to specific consumers clearly states "Key for Key offer is based on a standard lease contract of 24-months or a finance contract of 72-months and must be comparable with vehicle traded to qualified buyers." In addition the letter states "Final lease/loan is subject to verification of acceptable income, credit worthiness and lender's approvalNegative equity extra." Finally, in this report the consumer says "I've tried getting in contact with a all star ford general manager, but anybody can pick up the phone and claim they're somebody they not." All Star Ford does not have a General Manager, it is owned by a corporation and governed by an executive board [redacted] is the General Sales Manager at this dealership and would be happy to discuss this situation with the customerExplain everything that has been stated and what options are available to this customer on his vehicle from a sales directive As far as getting the necessary repairs done on this vehicle, the consumer is correct in stating the vehicle is under warrantyAgain, this is the very best warranty that is offered by Ford Motor CompanyThis is not backed by a fly-by-night entity and is fully backed 100% by the entire Ford CorporationIt is not a " [redacted] warranty" and it certainly will not deny coverages for repairs due to a "check engine light"If that is the information being shared by Stockton Suzuki, then we will be happy to contact Stockton Suzuki and provide them with the same warranty information that has been attached to this report Finally, the consumer states that "they have no brakes or oil leak on file because obviously nobody fixed the problem." Each car that is taken to our shop has an open repair orderEach car, no exceptionBefore we do work on brand new cars that come from the factory we open a repair order on that VINNO VEHICLE COULD BE TAKEN IN WITHOUT A REPAIR ORDER BEING STARTEDEach time a technician tags or moves a car it is recordedThis is for billing purposes as well as tracking purposesIn fact we have repair orders on this vehicle for which we did not charge this customer any amount for completing those servicesQuite simply, there would be no occasion where a vehicle would be taken into the shop, not have a repair order opened, and then given back to the customer without any record of itIn addition the entire shop, all service bays, and the service drive have cameras to document all comings/goings/repairs All Star is still willing to work with the customer on getting the necessary repairs done to the vehicle at the dealership if they so desire
When I spoke to the customer and took her order for the portable toilet, there was absolutely NO mention of WHEN her credit card would be runFrom time to time, customers do request that you wait until a particular day, and I always note
thatWe do wait until the requested day, as long as it is not AFTER the delivery date of our equipmentThis customer had two main concerns that we spent more time than usual discussingOne was that she had trouble understanding that our pricing (per event, rather than per day) actually would be beneficial to her since, at the time, she expected to need the portable toilet delivered on July 19, and removed on July (She later changed the removal date to July 25)She wanted the pricing to be per dayThe other issue we spent extra time discussing was where we would place the portable toilet, and which way we would face itShe did not want the neighbors or passersby to see her entering and exiting the unitRegarding the credit card charges:Miller & Company ran her credit card for $on July 14, When the customer called on July to complain about us running her credit card on July 14, that was the first time she had told me that she didn’t want it run until she received her check on July I asked if it would help if we credited the card back that amount, then run it Monday, July She stated she did want us to do that, but she was angry and said that she had asked three times that we wait until July and that now she had a $overdraft feeWe did credit her card back the $on July 15, then ran the card for the same amount on Mon, July When she called in on July 18, she was angry, because she said now we had charged her credit card twice (double)I did not deny that we ran the credit card on July 18, but did deny that we were charging her double, because we had credited the card back on July Per her request, I faxed all the documentation we had on all credit card transactions to her bank*** ***
Administrative Assistant
Miller and Company
We refunded $to the credit card that *** used when ordering her portable toilet and emailed her a receiptLet me know if we need to do anything elseThank you*** ***
Administrative Assistant
Miller and Company
Initial Business Response /* (1000, 15, 2015/10/30) */
Revdex.com,
Case #XXXXXXXX
The vehicle in question was sold a premium care warranty which is the highest coverage Ford Motor Company offers, it covers over 1,000 key components. Unfortunately, All Star cannot feasibly have all...
the tools and equipment necessary to service all makes and models, but the warranty that the consumer purchased allows for it to be serviced at any Suzuki dealership with all the same coverages. The warranty is not specific to the dealership it is specific to the vehicle and coverage stays with that VIN (vehicle).
We don't have any record of an oil leak or brakes, being repaired at our facility. However, on 2/17/14 there was a coolant leak fixed at no charge. A basic maintenance on the vehicle was also done at no charge on 8/30/14. All Star Ford also has a phone log record of a call made by the consumer's sales consultant to the phone number on this record on October 15, 2015 to check in with the customer. According to our phone records no return call has been made by the consumer.
Initial Consumer Rebuttal /* (3000, 18, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't except they're response simply because, All star ford says they have no brakes or oil leak on file , because obviously nobody fixed the problem. Also the 100k warranty is also [redacted] too , there's only TWO NorCal Suzuki dealerships Vallejo /Stockton ... There's no way too get in contact with a person in Vallejo over the phone , I've called and left get back emails numerous times , nothing got back, (minding you I don't live close too neither city) Soo we called down too Stockton and talked too a man , he said the warranty doesn't cover certain things , example if your check engine light comes on its not under warranty according too all star ford AND STOCKTON SUZUKI. But what I really don't understand is the false advertisement they sent too my mail , saying they need the car , get too the dealer ship and boom all of a sudden they don't need it. It's amazes me how I complained about a few other things , but ALL STAR FORD didn't mention them , I wonder why ?? A business like this you can't just go talk too the General manager , you have too take procedures like this. What a shame , things like this say alot about a business sadly. I just want them too make things right. Because the next step is court.
Final Business Response /* (4000, 20, 2015/11/12) */
The warranty that was purchased by the consumer is the best warranty offered by FORD MOTOR COMPANY. This warranty covers 1,000 components and is back by Ford Motor Corporation. It is underwritten by Ford itself. It is able to be used at ANY dealership anywhere in the United States, Canada, and Mexico. Ford guarantees the warranty 100%. In fact this warranty carries 24 hour roadside assistance and rental benefits. We have attached of copy of the brochure explaining all of the covered items and benefits of this warranty to this response. The consumer is encouraged to visit http://fordprotect.ford.com/premiumcare to view Ford's website on this warranty for additional information.
The consumer can take this vehicle to any dealership (including Ford dealerships) and the service department can do the repair work at that location. If for some reason it cannot be fixed at the dealership. The individual dealership will make any arrangements necessary to obtain any Suzuki specific parts or tools needed to do the repair. Please refer to the attached brochure or the listed website for additional information.
The Key for Key promotion which is referred to by the consumer was a campaign that allowed managers to terminate loans or leases on vehicles and put the customers into new vehicles. The exchange was based on value of current vehicles against value of new vehicle. For example, if a customer's current vehicle had a value of 16,000 and the new vehicle was $16,000 it would be an exact exchange. However, if the consumer's vehicle was valued at $14,000 then the difference would have to be made up. The way this would be handled is through financing. The letter that was sent to specific consumers clearly states "Key for Key offer is based on a standard lease contract of 24-39 months or a finance contract of 72-84 months and must be comparable with vehicle traded to qualified buyers."
In addition the letter states "Final lease/loan is subject to verification of acceptable income, credit worthiness and lender's approval. Negative equity extra."
Finally, in this report the consumer says "I've tried getting in contact with a all star ford general manager, but anybody can pick up the phone and claim they're somebody they not." All Star Ford does not have a General Manager, it is owned by a corporation and governed by an executive board. [redacted] is the General Sales Manager at this dealership and would be happy to discuss this situation with the customer. Explain everything that has been stated and what options are available to this customer on his vehicle from a sales directive.
As far as getting the necessary repairs done on this vehicle, the consumer is correct in stating the vehicle is under warranty. Again, this is the very best warranty that is offered by Ford Motor Company. This is not backed by a fly-by-night entity and is fully backed 100% by the entire Ford Corporation. It is not a "[redacted] warranty" and it certainly will not deny coverages for repairs due to a "check engine light". If that is the information being shared by Stockton Suzuki, then we will be happy to contact Stockton Suzuki and provide them with the same warranty information that has been attached to this report.
Finally, the consumer states that "they have no brakes or oil leak on file because obviously nobody fixed the problem." Each car that is taken to our shop has an open repair order. Each car, no exception. Before we do work on brand new cars that come from the factory we open a repair order on that VIN. NO VEHICLE COULD BE TAKEN IN WITHOUT A REPAIR ORDER BEING STARTED. Each time a technician tags or moves a car it is recorded. This is for billing purposes as well as tracking purposes. In fact we have repair orders on this vehicle for which we did not charge this customer any amount for completing those services. Quite simply, there would be no occasion where a vehicle would be taken into the shop, not have a repair order opened, and then given back to the customer without any record of it. In addition the entire shop, all service bays, and the service drive have cameras to document all comings/goings/repairs.
All Star is still willing to work with the customer on getting the necessary repairs done to the vehicle at the dealership if they so desire.
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] On Wednesday July 13,2016 at 10:00 am I called order the toilet, I ask her when she would be taking it out of my account, she said not till Monday July 18,2016 she said that is when she does the billing, once again I ask her again to make sure and she assured me not till Monday, and right before we hung up and I ask her again, she once again assure me not till Monday. I wrote all this down.
Then on Friday July 15,2016 I checked my account and she had taken it out and over drawing my account for 36.00 this was at 11:00 I told her once again that she said she would not take it out till Monday when my check would be there.She said no problem, well she sent the charges and then I see she sent it through again and like double charge she said no but the bank said yes.so they had to sent to the bank that it was suppose to be a debit not a credit, but I still got charged the 36.00 overdraft.For the first time. the second time happen on MOnday July 18,2016,I told her that I have notes saying she had put it back etc. on monday she got a little nasty with me. yes I was upset. With all that other stuff where to put it etc. it was a friendly concern asking advice and then I ask her again about she would not be taking it out of my account until Monday and once again she said yes.
RevDex.com: I have reviewed the response made by the business in reference to complaint I [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.] Regards, [redacted] *** On Wednesday July 13,2016 at 10:00 am I called order the toilet, I ask her when she would be taking it out of my account, she said not till Monday July 18,2016 she said that is when she does the billing, once again I ask her again to make sure and she assured me not till Monday, and right before we hung up and I ask her again, she once again assure me not till Monday. I wrote all this down. Then on Friday July 15,2016 I checked my account and she had taken it out and over drawing my account for 36.00 this was at 11:00 I told her once again that she said she would not take it out till Monday when my check would be there.She said no problem, well she sent the charges and then I see she sent it through again and like double charge she said no but the bank said yes.so they had to sent to the bank that it was suppose to be a debit not a credit, but I still got charged the 36.00 overdraft.For the first time. the second time happen on MOnday July 18,2016,I told her that I have notes saying she had put it back etc. on monday she got a little nasty with me. yes I was upset. With all that other stuff where to put it etc. it was a friendly concern asking advice and then I ask her again about she would not be taking it out of my account until Monday and once again she said yes.
Initial Business Response / [redacted] (1000, 15, 2015/10/30) */ Revdex.com, Case #XXXXXXXX The vehicle in question was sold a premium care warranty which is the highest coverage Ford Motor Company offers, it covers over 1,key componentsUnfortunately, All Star cannot feasibly have all the tools and equipment necessary to service all makes and models, but the warranty that the consumer purchased allows for it to be serviced at any Suzuki dealership with all the same coveragesThe warranty is not specific to the dealership it is specific to the vehicle and coverage stays with that VIN (vehicle) We don't have any record of an oil leak or brakes, being repaired at our facilityHowever, on 2/17/there was a coolant leak fixed at no chargeA basic maintenance on the vehicle was also done at no charge on 8/30/All Star Ford also has a phone log record of a call made by the consumer's sales consultant to the phone number on this record on October 15, to check in with the customerAccording to our phone records no return call has been made by the consumer Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't except they're response simply because, All star ford says they have no brakes or oil leak on file , because obviously nobody fixed the problemAlso the 100k warranty is also [redacted] too , there's only TWO NorCal Suzuki dealerships Vallejo /Stockton There's no way too get in contact with a person in Vallejo over the phone , I've called and left get back emails numerous times , nothing got back, (minding you I don't live close too neither city) Soo we called down too Stockton and talked too a man , he said the warranty doesn't cover certain things , example if your check engine light comes on its not under warranty according too all star ford AND STOCKTON SUZUKIBut what I really don't understand is the advertisement they sent too my mail , saying they need the car , get too the dealer ship and boom all of a sudden they don't need itIt's amazes me how I complained about a few other things , but ALL STAR FORD didn't mention them , I wonder why ?? A business like this you can't just go talk too the General manager , you have too take procedures like thisWhat a shame , things like this say alot about a business sadlyI just want them too make things rightBecause the next step is court Final Business Response / [redacted] (4000, 20, 2015/11/12) */ The warranty that was purchased by the consumer is the best warranty offered by FORD MOTOR COMPANYThis warranty covers 1,components and is back by Ford Motor CorporationIt is underwritten by Ford itselfIt is able to be used at ANY dealership anywhere in the United States, Canada, and MexicoFord guarantees the warranty 100%In fact this warranty carries hour roadside assistance and rental benefitsWe have attached of copy of the brochure explaining all of the covered items and benefits of this warranty to this responseThe consumer is encouraged to visit http://fordprotect.ford.com/premiumcare to view Ford's website on this warranty for additional information The consumer can take this vehicle to any dealership (including Ford dealerships) and the service department can do the repair work at that locationIf for some reason it cannot be fixed at the dealershipThe individual dealership will make any arrangements necessary to obtain any Suzuki specific parts or tools needed to do the repairPlease refer to the attached brochure or the listed website for additional information The Key for Key promotion which is referred to by the consumer was a campaign that allowed managers to terminate loans or leases on vehicles and put the customers into new vehiclesThe exchange was based on value of current vehicles against value of new vehicleFor example, if a customer's current vehicle had a value of 16,and the new vehicle was $16,it would be an exact exchangeHowever, if the consumer's vehicle was valued at $14,then the difference would have to be made upThe way this would be handled is through financingThe letter that was sent to specific consumers clearly states "Key for Key offer is based on a standard lease contract of 24-months or a finance contract of 72-months and must be comparable with vehicle traded to qualified buyers." In addition the letter states "Final lease/loan is subject to verification of acceptable income, credit worthiness and lender's approvalNegative equity extra." Finally, in this report the consumer says "I've tried getting in contact with a all star ford general manager, but anybody can pick up the phone and claim they're somebody they not." All Star Ford does not have a General Manager, it is owned by a corporation and governed by an executive board [redacted] is the General Sales Manager at this dealership and would be happy to discuss this situation with the customerExplain everything that has been stated and what options are available to this customer on his vehicle from a sales directive As far as getting the necessary repairs done on this vehicle, the consumer is correct in stating the vehicle is under warrantyAgain, this is the very best warranty that is offered by Ford Motor CompanyThis is not backed by a fly-by-night entity and is fully backed 100% by the entire Ford CorporationIt is not a " [redacted] warranty" and it certainly will not deny coverages for repairs due to a "check engine light"If that is the information being shared by Stockton Suzuki, then we will be happy to contact Stockton Suzuki and provide them with the same warranty information that has been attached to this report Finally, the consumer states that "they have no brakes or oil leak on file because obviously nobody fixed the problem." Each car that is taken to our shop has an open repair orderEach car, no exceptionBefore we do work on brand new cars that come from the factory we open a repair order on that VINNO VEHICLE COULD BE TAKEN IN WITHOUT A REPAIR ORDER BEING STARTEDEach time a technician tags or moves a car it is recordedThis is for billing purposes as well as tracking purposesIn fact we have repair orders on this vehicle for which we did not charge this customer any amount for completing those servicesQuite simply, there would be no occasion where a vehicle would be taken into the shop, not have a repair order opened, and then given back to the customer without any record of itIn addition the entire shop, all service bays, and the service drive have cameras to document all comings/goings/repairs All Star is still willing to work with the customer on getting the necessary repairs done to the vehicle at the dealership if they so desire
When I spoke to the customer and took her order for the portable toilet, there was absolutely NO mention of WHEN her credit card would be runFrom time to time, customers do request that you wait until a particular day, and I always note
thatWe do wait until the requested day, as long as it is not AFTER the delivery date of our equipmentThis customer had two main concerns that we spent more time than usual discussingOne was that she had trouble understanding that our pricing (per event, rather than per day) actually would be beneficial to her since, at the time, she expected to need the portable toilet delivered on July 19, and removed on July (She later changed the removal date to July 25)She wanted the pricing to be per dayThe other issue we spent extra time discussing was where we would place the portable toilet, and which way we would face itShe did not want the neighbors or passersby to see her entering and exiting the unitRegarding the credit card charges:Miller & Company ran her credit card for $on July 14, When the customer called on July to complain about us running her credit card on July 14, that was the first time she had told me that she didn’t want it run until she received her check on July I asked if it would help if we credited the card back that amount, then run it Monday, July She stated she did want us to do that, but she was angry and said that she had asked three times that we wait until July and that now she had a $overdraft feeWe did credit her card back the $on July 15, then ran the card for the same amount on Mon, July When she called in on July 18, she was angry, because she said now we had charged her credit card twice (double)I did not deny that we ran the credit card on July 18, but did deny that we were charging her double, because we had credited the card back on July Per her request, I faxed all the documentation we had on all credit card transactions to her bank*** ***
Administrative Assistant
Miller and Company
We refunded $to the credit card that *** used when ordering her portable toilet and emailed her a receiptLet me know if we need to do anything elseThank you*** ***
Administrative Assistant
Miller and Company
Initial Business Response /* (1000, 15, 2015/10/30) */
Revdex.com,
Case #XXXXXXXX
The vehicle in question was sold a premium care warranty which is the highest coverage Ford Motor Company offers, it covers over 1,000 key components. Unfortunately, All Star cannot feasibly have all...
the tools and equipment necessary to service all makes and models, but the warranty that the consumer purchased allows for it to be serviced at any Suzuki dealership with all the same coverages. The warranty is not specific to the dealership it is specific to the vehicle and coverage stays with that VIN (vehicle).
We don't have any record of an oil leak or brakes, being repaired at our facility. However, on 2/17/14 there was a coolant leak fixed at no charge. A basic maintenance on the vehicle was also done at no charge on 8/30/14. All Star Ford also has a phone log record of a call made by the consumer's sales consultant to the phone number on this record on October 15, 2015 to check in with the customer. According to our phone records no return call has been made by the consumer.
Initial Consumer Rebuttal /* (3000, 18, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't except they're response simply because, All star ford says they have no brakes or oil leak on file , because obviously nobody fixed the problem. Also the 100k warranty is also [redacted] too , there's only TWO NorCal Suzuki dealerships Vallejo /Stockton ... There's no way too get in contact with a person in Vallejo over the phone , I've called and left get back emails numerous times , nothing got back, (minding you I don't live close too neither city) Soo we called down too Stockton and talked too a man , he said the warranty doesn't cover certain things , example if your check engine light comes on its not under warranty according too all star ford AND STOCKTON SUZUKI. But what I really don't understand is the false advertisement they sent too my mail , saying they need the car , get too the dealer ship and boom all of a sudden they don't need it. It's amazes me how I complained about a few other things , but ALL STAR FORD didn't mention them , I wonder why ?? A business like this you can't just go talk too the General manager , you have too take procedures like this. What a shame , things like this say alot about a business sadly. I just want them too make things right. Because the next step is court.
Final Business Response /* (4000, 20, 2015/11/12) */
The warranty that was purchased by the consumer is the best warranty offered by FORD MOTOR COMPANY. This warranty covers 1,000 components and is back by Ford Motor Corporation. It is underwritten by Ford itself. It is able to be used at ANY dealership anywhere in the United States, Canada, and Mexico. Ford guarantees the warranty 100%. In fact this warranty carries 24 hour roadside assistance and rental benefits. We have attached of copy of the brochure explaining all of the covered items and benefits of this warranty to this response. The consumer is encouraged to visit http://fordprotect.ford.com/premiumcare to view Ford's website on this warranty for additional information.
The consumer can take this vehicle to any dealership (including Ford dealerships) and the service department can do the repair work at that location. If for some reason it cannot be fixed at the dealership. The individual dealership will make any arrangements necessary to obtain any Suzuki specific parts or tools needed to do the repair. Please refer to the attached brochure or the listed website for additional information.
The Key for Key promotion which is referred to by the consumer was a campaign that allowed managers to terminate loans or leases on vehicles and put the customers into new vehicles. The exchange was based on value of current vehicles against value of new vehicle. For example, if a customer's current vehicle had a value of 16,000 and the new vehicle was $16,000 it would be an exact exchange. However, if the consumer's vehicle was valued at $14,000 then the difference would have to be made up. The way this would be handled is through financing. The letter that was sent to specific consumers clearly states "Key for Key offer is based on a standard lease contract of 24-39 months or a finance contract of 72-84 months and must be comparable with vehicle traded to qualified buyers."
In addition the letter states "Final lease/loan is subject to verification of acceptable income, credit worthiness and lender's approval. Negative equity extra."
Finally, in this report the consumer says "I've tried getting in contact with a all star ford general manager, but anybody can pick up the phone and claim they're somebody they not." All Star Ford does not have a General Manager, it is owned by a corporation and governed by an executive board. [redacted] is the General Sales Manager at this dealership and would be happy to discuss this situation with the customer. Explain everything that has been stated and what options are available to this customer on his vehicle from a sales directive.
As far as getting the necessary repairs done on this vehicle, the consumer is correct in stating the vehicle is under warranty. Again, this is the very best warranty that is offered by Ford Motor Company. This is not backed by a fly-by-night entity and is fully backed 100% by the entire Ford Corporation. It is not a "[redacted] warranty" and it certainly will not deny coverages for repairs due to a "check engine light". If that is the information being shared by Stockton Suzuki, then we will be happy to contact Stockton Suzuki and provide them with the same warranty information that has been attached to this report.
Finally, the consumer states that "they have no brakes or oil leak on file because obviously nobody fixed the problem." Each car that is taken to our shop has an open repair order. Each car, no exception. Before we do work on brand new cars that come from the factory we open a repair order on that VIN. NO VEHICLE COULD BE TAKEN IN WITHOUT A REPAIR ORDER BEING STARTED. Each time a technician tags or moves a car it is recorded. This is for billing purposes as well as tracking purposes. In fact we have repair orders on this vehicle for which we did not charge this customer any amount for completing those services. Quite simply, there would be no occasion where a vehicle would be taken into the shop, not have a repair order opened, and then given back to the customer without any record of it. In addition the entire shop, all service bays, and the service drive have cameras to document all comings/goings/repairs.
All Star is still willing to work with the customer on getting the necessary repairs done to the vehicle at the dealership if they so desire.
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] On Wednesday July 13,2016 at 10:00 am I called order the toilet, I ask her when she would be taking it out of my account, she said not till Monday July 18,2016 she said that is when she does the billing, once again I ask her again to make sure and she assured me not till Monday, and right before we hung up and I ask her again, she once again assure me not till Monday. I wrote all this down.
Then on Friday July 15,2016 I checked my account and she had taken it out and over drawing my account for 36.00 this was at 11:00 I told her once again that she said she would not take it out till Monday when my check would be there.She said no problem, well she sent the charges and then I see she sent it through again and like double charge she said no but the bank said yes.so they had to sent to the bank that it was suppose to be a debit not a credit, but I still got charged the 36.00 overdraft.For the first time. the second time happen on MOnday July 18,2016,I told her that I have notes saying she had put it back etc. on monday she got a little nasty with me. yes I was upset. With all that other stuff where to put it etc. it was a friendly concern asking advice and then I ask her again about she would not be taking it out of my account until Monday and once again she said yes.