Apple Automotive Group

June 9, Thank you for the opportunity to address [redacted] concernsUnfortunately, we have no records showing that we have ever serviced a vehicle under [redacted] ***However, we do have service records for a vehicle under [redacted] and I would assume they are relatedWe can not release any information without [redacted] ***s permissionIf you have any questions, please feel free to give me a call at [redacted]

Review: I Purchased a used 2011 Ford Escape Limited car on June 16, 2013 for $23,304 - $4.500 was given for my trade in. Asked sales person for car fax which he told me was in envelope with sales agreement-since then car has repeatedly windows would either not roll down or not roll up-then all of a sudden they would work (Driver/Front passenger or rear passenger) driver seat belt sticks, one of rear seat belt does not work at all. Ordered part for new rear seat belt as we speak. . Head light went out so I took car to certified mechanic which disclosed that the car was submerged in water sometime/somewhere. He showed me under the hood of the car where fuse area is rusted. He also showed me inside of the car where he removed the panel box to fuse area and the whole pan area is completely rusted (pictures available). The engine also sputters which Apple claim that they fixed.

I received car fax from dealer. Car fax stated that car was in NJ/NY area from 4/7/2011-1/15/13 being passed around to two different owners & several dealers & auctions.

I went to Apple Ford Rendition and talked with them about them not informing me of this car being submerged in water. At first they were willing to rectify the problem by exchanging for a new 2013 Ford Escape. The problem with is is that they were not rectifing the problem they were just selling me another car. My used car payments were based on my budget $375per month . The 2013 payments were making my payments $425per month.

When I bought the car from Apple Ford Rendition, It was stamped CERTIFIED Pre-Owned & the form clearly states that this car is in the best conditions. How can some one put such a stamp on a vehicle knowing that it clearly is visible to a mechanic (whom inspected it & stamped it) that this car is damaged. It is to my understanding that I will always have electrical proble** with this care which is not what I paid for. Currently today Oct 13, 2013 the car sputters when I press on gas pedal which Apple Ford Rendition said that they fixed when I picked it up on Friday, Oct 4, 2013. On that day I would not sign a new sales agreement & they would not give me a rental saying that care was fixed. More hurtfully is the General Manager ([redacted]) stating that he did not have to inform me of this. How many other people are being mis-informed? How many other cars are stamped CERTIFIED? How can a car sell be more important than a life? What if a fire starts within fuse box? So many what if's.Desired Settlement: At this point I don't know what can be done to resolve this issue. Please note that Apple Ford Rendition is dishonest with there business so for them to sell me another used car I cant believe that their word/inspections are true. I would like my 2005 Ford Escape back (which maybe sold by now) and some kind of compensation for my troubles plus all monies paid returned & contract fully cancelled due to their wrong doing. They were not giving me any discount for their wrong doings exchanging for 2013---[redacted] (General Manager) even told me that he did not have to tell me that vehicle was submerged in water & that I will be wasting my money seeking legal advice since Ford has established lawyers. If my vehicle has to come from Apple Ford Rendition than I would like a new one with compensation discount at the same monthly payments that I had. I don't believe that I am asking too much seeing that we trust these car dealers with that CERTIFIED Pre-Owned stamp to be exactly that---Everything that it says on the warranty

Business

Response:

October 28, 2013

Thank you for forwarding **. [redacted]'s concerns. We make every attempt possible to meet, and in most cases exceed customer expectations in every phase of our operation. In this case we look forward to restoring **. [redacted]'s confidence in us as her dealer of choice for both sales and service.

We purchased this unit specifically for **. [redacted], as she was referred to us by a previous employee. I am enclosing for your review the following documents:

• A Carfax history report showing that there is no derogatory history

• Our internal reconditioning documentation (repair order #[redacted] and [redacted]} detailing the elements of repair prior to sale and total repair dollars of $1,616.64

• The Ford Certified Pre-Owned checklist that was executed by our technician as a part of the reconditioning inspection prior to delivery

I believe that this documentation illustrates that the vehicle had no known issues as described in **. [redacted]'s complaint prior to the execution of the transaction. On June 19, 2013 the vehicle was brought back because both front door locks were inoperable. The technician repaired the vehicle by replacing the latch assembly's/actuators for both doors; this repair was covered under factory warranty.

Shortly thereafter my sales manager made me aware of the fact that **. [redacted] was not happy with the vehicle, and that she was concerned about future issues that could potentially arise. We discussed several alternatives/options to address **. [redacted]'s concern, and believed we found a solution. We offered her the following:

• Original purchase price for her vehicle credited toward the new purchase/lease

• The best option we found for replacement {the primary focus was staying at the same payment) was an incentivized lease through Ford Motor Company on a 2013 Ford Escape. The lease cap cost was set at our net cost, less all applicable incentives, less what she paid for her vehicle, I explained to **. [redacted] that we were not looking to profit from this transaction; all that we wanted to make sure she was comfortable with what she was driving.

The initial presentation for a 2013 Ford Escape Had **. [redacted] within a few dollars of what she was currently paying for her 2011 model. She requested that we find a model with additional equipment, we did so. We reached agreement/commitment on the phone from her to acquire the unit (we dealer traded it from another dealer), and prepared the unit for delivery.

Upon arrival at the dealership I was told that she was uncomfortable with moving forward with the transaction as agreed upon. There were no statements from me or my staff at any point stating that we did not have the responsibility to disclose damage of any kind. We were engaged in this process from the beginning to address/resolve **. [redacted]'s concerns.

We stand by the initial product delivered, and that it met the certified criteria set forth by the manufacturer. That said, we would be happy to look at alternatives for **. [redacted] moving forward.

Should you have any questions please do not hesitate to contact me.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Please be aware that when I purchased this car on June 16, 2013 it was only a year and a half old and purchased for $23,304 - $4500 for a 2005 non rusted Ford Escape. The car fax clearly shows by the time lines that this car appears to have been in two stor**, hurricanes Sandy and Agnes as reference pages 2/3 of car fax report. I am not questioning whether or not the car fax details the damage but my concern is how Ford denies the obvious damage when the car has being certified as a pre-owned to be resold. During the time that the car was in my possession I have been

inconvenienced due to the water and electrical damage. I'm uncertain how

Ford missed this damage, inspected and passed the vehicle with the proble** that the car has encountered. Also at the time of purchase I asked for a car fax from [redacted] but I was not given one.

When I placed my trust in Ford I expected them to give me a car that was inspected thoroughly, not one that would have obvious damage and then expect the dealership I trusted for over 20 years to betray that trust. I must also say that I started my children out with Fords and was a co-signer for them. Today, they still drive new Fords because of our dedicated service to this company.

Please note that on Friday November 1st at 11:11 a.m. I received a phone call from Apple Ford Rendition stating that they are recalling 2011 Ford Escapes and I was asked if I would bring my car in for an appraisal. I went into the dealership on Friday, November 8th at 9:45 a.m. and I was treated with great disregard by the sales team. They were instructed by **. [redacted] to send me away without further service because of my complaint to the Revdex.com. I informed the salesperson that they had contacted me to bring my vehicle in and I thought this might be a way to resolve the matter at hand. The lack of customer service has yet again left me discouraged. Enclosed are the pictures detailing the notable damage to the car. Its not questionable!

Furthermore, Ive always bought new cars from Ford. This is my 1st used vehicle purchase and I'm saddened to say the outcome is overwhelmingly discomforting to say the least. All I have asked for from the beginning is a new car (2013) with the same payments. My years of trust have been violated and I have been greatly inconvenienced.

Regards,

Business

Response:

November 18, 2013

I believe that the elements presented in my initial response to **. [redacted]'s complaint satisfies any questions that we knowingly sold a product to her that had a history of flood damage or any other related damage. That said, I would still offer her the opportunity to trade her Escape on a vehicle from our inventory (or any inventory accessible through our supply chain) crediting her full purchase price less mileage, as a gesture of goodwill. I am only able to extend this offer through December 13, 2013, as that date will be within one week of six months of ownership, and the vehicle valuation is nowhere near what it was then.

Should you have any questions please do not hesitate to contact me directly.

Respectfully,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I feel that I need additional information to finalize this transaction before December 13th. I have made an attempt to reach **. [redacted] to determine where his inventory or supply chain comes from. (Specifically, if I can make my purchase through [redacted] Ford) I was informed by the Revdex.com that I should contact **. [redacted] directly with my question regard this matter. I called Ford Rendition and was told he was in the office but I was placed on hold and then sent to his voice mail. I left a message informing **. [redacted] that the Revdex.com encouraged me to contact him directly and to date I have not received a response from him. It is my desire to bring the car back and accept the full credit that **. [redacted] is offering. **. [redacted] referenced that we are running out of time but I feel that time lapse is due to his failure to respond to my voice message.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

---------- Forwarded message ----------

From: <[redacted]>

Date: Mon, Dec 9, 2013 at 10:22 AM

Subject: Respond to Apple Ford Rendention from [redacted]

To: [redacted]

Cc: [redacted]

Hello [redacted]:

Review: I bought a 2002 Saturn L300 on February 6th 2013. The car only has 65k miles. First thing that happend with this car is only a day or so after I bought the car I took notice that there is road noise coming from the tires. When I test drove it I did not hear any roadnoise. I called [redacted] and was told to have the service department look at it. I thought ok thats fine. After they looked at it I was told that the tires are somewhat dry rotted and that the noise was normal. Also that the tires were borderline not passing inspection. I took notice the cars inspection sticker has a recent inspection of January 2013 so I would think the tires shouldnt of passed. They wouldn't replace them. The second thing that happend is less then 2 weeks after I got the car it started leaking oil. Then the oil leak got slightly worse. So then I called and talked to [redacted] again and she then transferred me to the service deptartment which then I was told it would cost $95.00 for them just to look at it. I am on a fixed income and cannot afford to pay alot of money for a car I just paid $7500 for which I thought would not need anything from hearing the good things about Apple Ford. So then I took the car to my mechanic and then was told It would need a timing belt, timing belt cover seals, and cam shaft seals. I then called Apple Ford again and talked to [redacted] and was told that they would have to look at it due to they dont trust my mechanics word. I thought ok thats fine. Here to come find out they wanted to charge $95.00 for them to look at it. So I then canceled the service appointment due to being on a fixed income.Desired Settlement: The settlement I would want is either the current car fixed or my 2003 Toyota Corolla CE, which I used as a trade, returned to me.

Consumer

Response:

Document

Consumer

Response:

Additional Information

Consumer

Response:

---------- Forwarded message ----------

From: [redacted]

Date: Sat, Mar 16, 2013 at 8:40 PM

Subject: Complaint ID [redacted]

To: [redacted]

Hi,

This email is for [redacted] I just didn't have her direct email address.

I wanted to update her to let her know that Apple Automotive has agreed to fix my car and I would like to close the case.

Thank You

Reply Forward

Review: In 2005 my husband and I purchased an [redacted] at one of those "employee sales" (in [redacted]). We were given a "lifetime" free maintenance deal along with the purchase. We took the vehicle to Apple Ford in [redacted] for all our maintenance. Up until 2 years ago, the lifetime plan was accepted, and there were NO issues with it at all!! Then came the shock!! In 2012 we took the [redacted] in as usual for maintenance. We then received a phone call saying it was ready to be picked up and the cost would be $2,000. Who has that kind of money just laying around???? When we questioned why, we were told they did away with the lifetime free maintenance; however, never bothered telling their customers! Of course, we had to pay the money to get our vehicle back. Then in 2013, my husband again said he was taking his vehicle to this dump to get serviced (against my better judgement, I went along with this). We again received a call when it was finished and were told it was going to cost ANOTHER $2,000!!!!! They said the brakes were bad from not driving it enough. I was fuming!!!!! After many choice words, we picked up the vehicle and took a trip to [redacted]. On the way, the brakes started smoking!!!!!!!! We turned right around and drove directly back to the service dept. When they inspected the brakes they stated something was cracked and would need repaired asap. Of course, we had to let them do the repairs, we couldn't drive it!! When we drove off the parking lot it was for the LAST time!! I will NEVER do business with them again and make sure I let EVERYONE know of our experience!! We are out $4,000 and have had nothing but problems with it since. They ruined a great vehicle (I believe just to have return customers....If they don't fix it right, or ruin something else while "fixing" the vehicle you have to go back to them for service, right!?!?) WRONG!!!!!!Desired Settlement: What I want is a refund of all the money spent on this vehicle, due to the fact it was running PERFECTLY before the "maintenance" in 2012. (It is curious how a promised "Lifetime Maintenance Agreement" can be null and void at the exact same time a multitude of wear and tear magically appears) I understand a company will never go for that, so what I am asking is to split the difference. A refund of $2,000 would be satisfactory in this case.

Business

Response:

June 9, 2014Thank you for the opportunity to address [redacted] concerns. Unfortunately, we have no records showing that we have ever serviced a vehicle under [redacted]. However, we do have service records for a vehicle under [redacted] and I would assume they are related. We can not release any information without [redacted]s permission. If you have any questions, please feel free to give me a call at [redacted].