American Tax Redemption

It is our understanding Ms [redacted] 's complaint has already been resolved to her satisfaction[redacted] , Germain Ford's Service Director, has had multiple conversations with Ms [redacted] to address her concern, provide additional information, a better understanding of the services she authorized and future repairs needed Germain Ford has agreed to credit her original 1HR Diagnosis Fee toward the $1,000+ air conditioning repair, she recently authorized Germain Ford will also discount the total cost to repair her air conditioning system, as part of our ongoing customer satisfaction efforts Please let us know if you require any additional information Thank you

I reviewed the response made by the business in reference to complaint ID 12022501, and find the resolution is satisfactory to me Regards, [redacted] ***

We have went above and beyond for this customer who bought a vehicle and we fixed everything that was promised and he didn't have am complaint for many months after we initially sold him the vehicle and then all of a sudden he has bent rims which could have happened at any point after purchase We have replaced the axles for the customer and even a water pump which wasn't even part of his promised items We did however take the vehicle to [redacted] on 12/16/as well and they mentioned that they couldn't find anything wrong with the vehicle and said that is for a Malibu to have a little vibration Please advise

Germain Ford is willing to inspect her vehicles AC system at no charge to be able to determine what is causing the system to not operate properly at this time We will provide her with alternative transportation if needed as well

I have been working with Mr [redacted] for sometime with the attorney generals office through autocap and have offered him $for the repairs to his clutch which was operating fine and passed inspection during the sales process I believe that he didn't have that much experience with a manual transmission and caused the damage to the clutch, with that being said I offered to pay $for the repair but I am not willing to pay for the time the vehicle wasn't being used They were offered a warranty upon purchase which they didn't purchase Germain is doing the $for customer service We had also offered to refinish the frame as well

What's troubling is the fact that I'm reading and hearing conflicting responses On one hand they admit the humiliation and misleading sales practice Two days ago the sales person called and accepted full responsibility, even for the provoking unprofessional behavior of the sales manager He admitted he was wrong Now, in this first written response from the dealership someone is trying to justify their behavior Unbelievable! In addition, I received a message today from the sales person stating that they have exhausted all means of getting a replacement to include models After listening I returned the call and informed the same sales person that there was nothing he could do, but there is something the general manager or owner can do if truly desired I informed him that the general manager should be the one calling me, for he is the only one other than the owner who can fix this issue Again, a model with all desired features for a price no one could refuse Thank you

I apologize for any inconvenience and poor experience that you had with your purchase All the products that were purchase upon delivery of your new vehicle are cancel-able I believe that you purchased a month mile power-train warranty that covers you in the situation that something would go wrong with the motor or transmission which are some of the most expensive repairs of a vehicle Also the gap is a great way to protect yourself in the result of a total loss accident You can cancel both products and get a pro-rated discount based on the time and mileage that you have currently used If you need more information on that I can get you the contact numbers but they should be on your contracts as well It looks as if the service repair order was opened in May and we have not received the part yet for the fix but it should be here shortly we hope as this is a national problem with a ton of manufacturers We will try to expedite for him as soon as possible as well and we once again apologize for his inconvenience

The check to Capital One which is Mr ***'s lender was sent to them on Friday the 10th as we received the money from the warranty company on the 6th or 7th and they should receive this this week and apply it to his balance I have contacted Mr*** and he is aware of it and is glad to have this put behind him.Thanks

Hello,Yes, Rick G*** did contact me and after a few discussions, I was able to work out a deal with the dealership to complete the repairs on my vehicleAt this time the issue at hand has been resolved

Please accept my apologies for what you have described as a less than satisfactory experience with Germain Ford and our staff Knowing our guiding principles are to exceed the customers’ expectations, I’m disappointed to hear we failed to meet yours…especially on your first, and only, visit
to our dealership As a Ford Motor Company authorized repair facility, we operate under Ford’s documented procedures for repair and/or parts replacement That being said, Ford Motor Company recommends Throttle Body replacement, following the outcome of the IDS Test performed on your vehicle This recommendation is based on their extensive engineering research to find that simply cleaning their Throttle Body has proved to only be a temporary solution Additionally, as a Ford Dealer, we only install Genuine Ford OEM Parts While you labeled these prices to be “ridiculous” and “outrageous”…please understand it is not uncommon for Ford’s OEM Parts price to possibly exceed the price of an aftermarket copy In most cases Ford’s engineered OEM Parts are competitively priced, but on occasion their actual Dealer Cost may exceed your price for an aftermarket copy Knowing we have repaired hundreds of vehicles over the years resulting from the high failure rate of some aftermarket parts, as compared to OEM parts, we stand behind Ford’s recommendations to use their OEM parts exclusively. Our records document the inspections, testing and repair recommendations for your vehicle were performed in accordance with Ford Motor Company’s guidelines We acknowledge your decision to decline those repairs, forfeit your diagnosis charge to be applied to those repairs and pursue independent repairs utilizing cheaper aftermarket parts Although you authorized the charges for these services, we are happy to issue you a $refund check, under our policy of complete customer satisfaction

We wanted to start out by apologizing for any inconvenience that this may have cost our customer. We have been in talks with Ford to get her reimbursement for the keys cost and as soon as we receive the refund from Ford Motor Company as they oversee the roadside towing company we will be
refunding the customer. We can also look at the seat for the marker mark and they can either go to the collision center for that or they can come to Germain Ford to see what we can do for you. Once again, we apologize for your inconvenience. Thanks

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI like to how ever cancel those optional coverages immediately to get some kind of reimbursement that Germain Ford is saying they would prorateIn all honesty I feel like I should get full reimbursement for the inconvenience I have to deal with through out this whole ordealLike I have literally drove the Germain over times just to be told to call back in and ask for people who never returned my call about the most important situations I've had
Regards,
*** ***

I reviewed the response made by the business in reference to complaint ID 12022501, and find the resolution is satisfactory to me
Regards,
*** ***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meMy updated address is included below, thank you for taking care of this. *** *** *** *** *** ** ***
Regards,
*** ***

I am rejecting this response because: they are not willing to fix the problem as well as offer a cash value with itI've been very nervous about driving this car everyday since I drive it minutes away anf I have had multiple people that work for repair shops say that they believe that this car is unsafe to drive.Im not will to agree to a low offer when I've been informed by multiple people about the vehicle safety
Regards,
*** ***

I am rejecting this response because:Two reasons:#I don't trust them to do what they say they will doThey previously told me to come in re-sign paperwork and they would send it inI did what they asked me to doThey didn't do anything they said they would do with the new contract! I spoke to Capital One today and they provided notes from the system as follows: "When Capital One spoke to Bob in February he told them that he was not aware of a second contract." What? I still have my signed copies and all my notes! I spoke to the GM and Used Car Managers and they both said to come in and re-sign the contractThey didn't tell Bob? According to the notes Capital One followed up with Bob again on 3-and 3-and did not get a responseToday is 3-14.#Germain Ford should just send back the entire amount financed of $11k plus to Capital One along with the second contract and start overCapital One said that's doable on their end

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

I have spoke with the customer and apologized for his experience. Unfortunately the vehicle that he looked at was also being looked at by someone else and after he left to get something to eat the other customer purchased the vehicle. The customer also didn't have his trade present
upon negotiations which would have possibly halted the deal as well. We do not have another vehicle like this in stock although we asked his sales consultant to see if he would consider a for a similar price although it may not be exact same vehicle it would be a year newer vehicle and we will do everything we can to get as close to the deal as possible. Thanks

I have the original paperwork from the deal showing that they rotated the damaged tires to the rear and emails from the sales person Ralph W*** acknowledging the number of difficulties with this carHe has apologized over and over and THANKED ME FOR MY PATIENCE while he tries to get this issue resolved The water pump was replaced because the dealership sent me home in a car that overheated due to being down over a gallon of anti freeze and when refilled promptly leaked it outI have only been able to drive this car miles since purchasing it The 'months of time' I did not complaint was because I was in a different state for several months to train for my job, I had to get a ride from a coworker to it because my car cannot drive on the highway I am asking nothing more than what was promised me at the time of sale Implying I am lying is horribly insulting

We sincerely apologize and we sent in the wrong contract after the customer had came in and resigned Germain Ford will cut a check to Capital One immediately for the $for the gap insurance and also another $to the loan for any interest charges that may have occurred over the past
days. Once again Mr*** we apologize and once we get the go ahead from you I will get the check sent to the bank. Thanks