Alvian Custom Homes LLC

This dispute should actually be between [redacted] and [redacted] [redacted] believes it is Groove Ford that charged him for his hail damaged car, but rather, it is [redacted] , which is who the vehicle was leased Groove Ford did all we could do to help [redacted] communicate with [redacted] and actually helped argue his point with [redacted] Their response was that it was, in fact, not excess wear and tear, but major hail damage, which doesn't constitute excess wear and tear We will still work with [redacted] to help resolve his issue with [redacted] , but Groove Ford is not to blame for this transaction

Complaint: [redacted] I am rejecting this response because: LOANER CAR? SHUTTLE? YOU TOLD ME IT WAS GOING TO TAKE ALL DAY?? What a bunch of liars At no time anybody told me that it was going to take all day, at no time anybody offer me a loaner, at no time anybody offer me a shuttle, so please do not lie because that is insulting!!! A simple apology would have been enough but now on top of that all these lies? I gues you prefer bad publicity, you got it Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: my comments indicated that I believe it was due to how Groove Ford handled this situation, that took away any option besides paying for the damage I feel that if they had kept their initial appointment, informed me about the process when I was there, or handled my issue promptly I could have avoided this bill I believe it is due to their negligence and poor customer service that I got billed instead of resolving it another way Sincerely, [redacted]

Mr[redacted] did bring his truck in and we told him at time of write up that we would need the vehicle all dayWe offered him a loaner car and a shuttle ride which he declined and said he would waitAt noon he asked for a updateWe had the code for the check engine light and it needed to go to a engine techThe customer asked for his vehicle and we told him it was not completeHe demanded his vehicle back and we complied with his request and returned his vehicle to himWe did not charge him for the diagnosisAs for the scratch he did not mention it when he took the car and did not notify us after that there was damageWe take a video of the cars when they come into our drive to make sure that prior damage is not blamed on usWe would be happy to review the video and if we damaged the vehicle to repair it

Initial Business Response / [redacted] (1000, 9, 2015/07/20) */ Sorry for the situation that has been presented On 6/26/her relative (male with same last name) brought the vehicle in and stated "I hit a pot hole the other day and now the steering feels offWhen I hit a bump, I can feel the truck jerk to the sideAlso, when the tires are straight the steering wheel is not." he stated he would wait for the repairs The truck was put on the alignment machineWe found that the right front strut needed to be replaced to get the vehicle into the proper alignment specificationsWe did not have the strut in stockThe customer stated he would come back at a later dateAfter numerous attempts to contact the customer by the provided phone numbers, we ended up closing the paper work on the 14th of July Unfortunately extended service plans do not cover repairs due to damage, neglect, acts of nature, etc The key was not noted on the paperwork for service visits 1) oil change 2) steering repairs We will be happy to complete the repairs which the customer would be responsible forWe will need to order the strut We will provide a key to the customer at no charge I apologize for the poor communication Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) At no time has anyone from Groove attempted to contact meThere have been no messages on my home or cell numbersI understand that the strut was not covered, though I am disappointed and feel that the extended warranty I purchased is basically uselessI have since went to another Ford dealership (HUGE mistake) and had that replacedAs for the key, I already had another one madeHowever, they did not provide me with the keyless entry codeI'm not sure if you would be able to do that Thank you for your response and willingness to help rectify the situation Final Business Response / [redacted] (1000, 15, 2015/08/07) */ I am sorry we have not responded to you by phone or left a messageWhen the Revdex.com is contacted all response is then routed through this serviceThank you for taking the time to respond through the Revdex.com processI apologize that your experience at another Ford store was not what you hoped it would beWe would be willing to assist you in getting the keyless entry code numberI hope this helps Final Consumer Response / [redacted] (2000, 17, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) That would be very helpfulI believe your company has my contact information,so if someone could call or email me and let me know how to get that keyless entry code, that would be greatThank you for addressing the issues I had

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. I have sent an email directly to Bryan the sales manager. Sincerely, Edward ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and it appears that as of today, I have finally received the additional six months of [redacted] radio that I was promised by GrooveIt is upsetting that it took this long and this much effort on my part and that I was treated so poorly by Groove, but I appreciate them finally making good on their promise to provide a one-year trial subscription to [redacted] It would be nice if the Revdex.com could warn other customers of Groove's customer service, but this resolves my issue Sincerely, [redacted] ***

I would ask that Mr [redacted] contact me General Manager Bryan H [redacted] so I can assist him in getting this issue resolvedI can assist him his hood but will need to see the damageAs for the warranty that was purchased from [redacted] ***I do not have the ability to refund for the warrantyThe refund would have to come from the originating store that sold the warrantyI will be more than happy to look into the dates of the warranty and give a full explanation of the dates he was covered and exactly when the warranty endedMy staff should have done this for him and for them not doing that I do apologize.I have attached the repair order and the quote that was provided to the customer during his visitI also spoke to the manager on duty and no damage was reported to the customers vehicle at pick upI would have assisted in the issue if the customer would have contacted me or any of my managersWe are still willing to assistI can be contacted at bh [redacted] @grooveauto.com or at 303-643- Thanks Bryan H [redacted] General ManagerGroove Ford

I apologize for the issues you have had at the dealershipThis is the first I have heard of thisI don’t know if the service manager or customer relations manager explained the process of how we are required by Ford to do repairsIf we can’t fix an issue with a vehicle we report it to Ford and
they call and give us a step by step process that we have to follow as part of a warranty repairWe can’t make the call to replace your vehicleFord Motor Compsny is the one that canEach dealership is privately ownedWe are separate from Ford. It also states on your repair order we are not responsible for any damage while your vehicle is in for serviceThe customer relations manager chose to do the right thing and repair you carWe do the best we can to repair every car but there are sometimes that Ford has to send Ford Field techs out to try to repair if they can’t they start the buyback processI apologize it is a frustrating process but the dealership will do the best we can to assist you. please feel free to reach out to meMy name is Bryan H*** I am the General Manager

The customer has been given what he has requestedSevearal assocites have assisted him in a timely mannerThe satellite radio comes with the car from the manufacturer not the dealershipThe customer claims he does not want this to happen to other customersWe have not had any issues with other
customersOnly one that is being unreasonableIt’s not $cost that he is claiming $would be several yearsIt is $Which we already paid by the way

Mr***My name is Bryan ***I am the General Manager of Groove FordI apologize for the experience you had at the dealershipIf you could please share with me the day you were in the store and the name of the salesman that assisted you that would be of great assistanceWe train out
associates to make the car shopping/ buying experience easy not difficult. I do apologize for your experience and invite you to contact me directly if you would like Information on a vehicleLet me attempt to make this right for you. My email b@grooveauto.com

This dispute should actually be between *** *** and *** *** ***. *** *** believes it is Groove Ford that charged him for his hail damaged car, but rather, it is *** *** ***, which is who the vehicle was leased. Groove Ford did all we could do to help *** ***
communicate with *** *** *** and actually helped argue his point with *** *** ***. Their response was that it was, in fact, not excess wear and tear, but major hail damage, which doesn't constitute excess wear and tear. We will still work with *** *** to help resolve his issue with *** *** ***, but Groove Ford is not to blame for this transaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

As of last Tuesday when we requested the receipt from *** they had told us it would be days to confirm activationWe as a dealership can't change this like you are requestingWe paid with a credit card and I am not willing to send receipt with personal information on it. As I have stated all along we have paid this we have done our partI can't control how soon another company activates their systemWe can update on Tuesday the 20th is the earliest I can provide any proof that you are requestingThat is against my better judgement

Final Consumer Response /* (2000, 11, 2015/12/03) */
This matter has been resolvedPlease close this caseThank you!

Revdex.com,We apologize for not getting back to the customer. At this point we are removing the customer from our data base, therefore, we will not be able to reach back out to her again. Thank you for bringing this matter to my attention

Complaint: [redacted]
I am rejecting this response because: LOANER CAR?  SHUTTLE? YOU TOLD ME IT WAS GOING TO TAKE ALL DAY??  What a bunch of liars.  At no time anybody told me that it was going to take all day, at no time anybody offer me a loaner, at no time anybody offer me a shuttle, so please do not lie because that is insulting!!!  A simple apology would have been enough but now on top of that all these lies?  I gues you prefer bad publicity, you got it.
Sincerely,
[redacted]

Mr.[redacted] did bring his truck in and we told him at time of write up that we would need the vehicle all day. We offered him a loaner car and a shuttle ride which he declined and said he would wait. At noon he asked for a update. We had the code for the check engine light and it needed to go to a...

engine tech. The customer asked for his vehicle and we told him it was not complete. He demanded his vehicle back and we complied with his request and returned his vehicle to him. We did not charge him for the diagnosis. As for the scratch he did not mention it when he took the car and did not notify us after that there was damage. We take a video of the cars when they come into our drive to make sure that prior damage is not blamed on us. We would be happy to review the video and if we damaged the vehicle to repair it.

Complaint: [redacted]
I am rejecting this response because: my comments indicated that I believe it was due to how Groove Ford handled this situation, that took away any option besides paying for the damage.  I feel that if they had kept their initial appointment, informed me about the process when I was there, or handled my issue promptly I could have avoided this bill.  I believe it is due to their negligence and poor customer service that I got billed instead of resolving it another way.
Sincerely,
[redacted]

At time of sale Groove said we would not fix the broken piece on mirror as it dose not effect use. WE also set up a Weo stating that we would " swap tires and wheel from trade to new truck, finish cleaning out old items from trade, inspection punch list, dome light issues, and mirrors...

not power folding". Here is emails with customer... Good morning ( [redacted] ) Our trip home was uneventful but late and dark.  I found that the interior dimmer switch appers to be shorted.  Is that covered under warranty.Hi [redacted], ( Sales Person )I will discuss those additional items with [redacted] when I get in today, I am currently at an offsite.Best Regards, ( [redacted] ) Sounds good do you have a time frame your discussion and answers could determine my course of action.  The four day return policy should be considered and or extended.  Your service manager did not call today as you said to firm up the Thursday schedule.Outstanding items Tire and wheel swap Finish cleaning out personal itemsInspection punch listDome light issueMirrors not folding  It was great meeting with you on Thursday.    Tire and wheel swap - At this time it is not something that can happen, as the bolt pattern is different.   Finish cleaning out personal items - Done as of 7/27/2017  Inspection punch list - ?  Dome light issue - Groove Ford will address issue and fix. Mirrors not folding - As discussed on 7/27/2017, The mirrors have been swapped out by prier customer too a NONE power fold tow mirrors, Vehicle description in Grooveford.com reflects original options of MSRP.       Also looks like we need to still get your trade title from you. When can you over night that to us? or I can send someone to pick it up.   As far as the tire swap that cant be completed, We set up $200.00 in WeO line, We can cut you a check for this amount.   If this is something that will work out for you please let me know.   If you choose to do the four day return policy, I will wav the $599.00 for you, because we could not complete the full WeO.    Best, ( [redacted] ) Thanks for getting back in touch.  WeO document must an internal document.  None of my documents have any monetary references associated with repairs or any of the to-do itemsTire and wheel swap - $200 doesn't cover much, Groove needs to find five 16" wheels and tires to put on my trade and give me my wheels and tires or $2000 fair compensation.[redacted] has a number of items to replace the 2002 wheels and tires see one below.
[redacted]The inspection list is what Groove mechanics check before car is listed ie safety and mechanical items and action taken for the [redacted].We do agree on the dome light issue. Repairs need to be scheduled and a vehicle provided while repairs are made.Mirror issue - the pick up was listed to have power folding mirrors, lack of due diligence should not cost me the customer.   A set of mirrors that fold or $350 fair compensation is the fix.Repair to windshield, complete detail and fuel top off also need completed.I believe it is appropriate for me to hold my 2002 title until we come to a conclusion on the above items. I believed that Groove employees are the subject matter experts and my decisions where made with their influence and promises to complete the items above.Respectfully( dealer )  The management team here has discuses these issues, and have decided a fair way to handle this.  I have at attached the WeO form that was signed by customer and Groove.  At this time Groove will honor the WeO ! 1- ( dealer will fill windshield pit )  2- ( dealer will swap 5 wheels and tires from trade )   We can complete these two items OR just cut you a check for $1000.00.  Please let me know what would work best for you.  If we cant work it out on one of these two solutions , we will need to stop the sale off this and ask to swap trucks back. I will still wav the return fee of $599.00 for you.   I hope you understand were Groove is coming from on this deal, and what makes since financially for the company.  ( [redacted] ) I believe that we can make this work but need to clarify on all pointsYou and I both agreed that the interior lights are something that Groove should and would cover after our meeting on 7-27.  The mirrors where listed as power folding but do not so my expectation to have power folding mirrors is somehow a mistake on my part.A fuel up and detail was to have taken place the night of purchase but it got to late and the service staff had gone home.  I was assured by [redacted] that that would happen at a later time.  I also remember discussing something on 3rd party mediation if needed, would that apply in this situation?( delaer ) Thanks for the quick reply. What direction are you thinking ? wheels/tires fix windshield or $1000.00 ?   I did get with [redacted] about the promise detail and full tank of fuel. We are good on that .  ( [redacted] ) Groove StaffI will take the $1000 for the WeO list if instead of driving up for a tank of fuel and a detail the check be made for $1300 mailed with a return envelope to send 2002 title back to you. ( dealer )  Great sounds good,   I will get a check cut in the amount of $1300.00 to off set the agreed WeO work and full tank / detail.   There will be a check sent out [redacted] ASAP with a return envelope for title.   Please let me know what further info from us.   Best,  [redacted]
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