AOK Park, Inc.

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 * ***The Ford Representative *** *** and I agreed that we would need to have *** *** 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*** 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

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

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:My vehicle was brought back to the dealership on 03/04/for re-repair, and my vehicle was completed and picked up on 03/11/
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

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]

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: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]
[redacted] 
Regards,
[redacted]

We pride ourselves on not only meeting but exceeding customers expectations before, during, and after delivery.  The customers license plates were already overnighted to them.  The hold up was Motor Vehicles needing insurance card and insurance binder.  The Sales Consultant...

[redacted] and Sales Manager [redacted] were both working with the customer to speed the process up.  If the customer has any other concerns or issues she can call me, [redacted] General Manager, [redacted]  Thank you.

Mrs. [redacted] vehicle was involved in a minor accident while repairs were being made. We gave Mrs. [redacted] her service for free, repaired her vehicle for free without involving her insurance company as well as compensated her with a free set of tires for her inconvenience. Mrs. [redacted] filled out this...

Revdex.com complaint without ever contacting us and informing us of her dissatisfaction with the repair made on her vehicle. After receiving her complaints via social media we contacted her and she brought the vehicle in to us to repair. We are currently working on it and will resolve her issue completely to her satisfaction.

I apologize for not getting back to you within 10 days-- but I am unsure who was the recipient of this original complaint. I am happy to handle any future issues. [redacted] came in on 9/24/16. She purchased a Certified Pre-Owned Explorer. It had a small ding in it. CPO vehicles do not guarantee...

non-aesthetic issues (having a vehicle certified guarantees functionality, not exterior components that do not affect the way the vehicle runs-- this is why it is sold 'used') -- Still, we agreed to repair the dent to the best of our ability out of good faith, in the name of customer service. We did this and got her into a loaner while the repair was performed (all free of charge). [redacted] was not happy with the final product and kept insisting on more, more, and more. She was contacted numerous times after the sale by the salesperson who told her we couldn't do anything further. I also contacted her (last time 1/5/17) and left a voice message. Nothing was heard back from her since then. My sales manager, Joe, reached out to her by email yesterday and left her a voice message also to please call us. We will fix it to her liking.

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