Initial Business Response / [redacted] (1000, 15, 2015/07/15) */ [redacted] See Attached [redacted] Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) In the Response from Apple Valley Ford they say I heard a noise about three days after I purchased the used TundraThey neglect to mention that I also stated I and the salesman heard the noise on the test drive, and that the salesman went as far as having the vehicle lifted up on a hoist and had mechanic look at itThe mechanic said that it was the heat shield on the left front brake rubbing and bent it outFrom my original letter " I test drove the truck with the salesman and when I hit about MPH I heard a rubbing type noise coming from the what I thought at that time was the left front of the truckThe salesman heard it alsoAfter the test drive the salesman took it in the back and had it put on the lift to see if we could locate the source of the noiseThe mechanic said it was the heat shield on the left front brake was bent and rubbing against the tireHe bent it back and I thought ok it is fixedI accepted this explanation as your service department had replaced the left axle and this can happen easily." I also sent this same email to Mr [redacted] the used car manager on Sat 5/16/10:AM [redacted] Toyota Tundra purchase To ' [redacted] @appleautos.com' So I did try to communicate with the dealershipI sent this email to Mr [redacted] even though I was in Illon my two week National Guard training in an attempt to reach a solution I was lied to by their staff and I was forced to take the matter into my own handsI was even told by Mr [redacted] in recent phone calls this monthJuly 8th at 9:pm he stated that the department he uses for used cars is only open Mon-Fri till 5:00pmI still have the Voice mail savedAs far as not communicating I called Mr [redacted] Twice on July 7, three times on July 8th and once on July 9, we however played phone tag throughoutI did not return Mr [redacted] 's last call on July 9th because he stated that he would not reimburse me for the work I had done to fix the Tundra Today July 17th I received in the mail a check for $1,from Apple Valley Ford as a "Goodwill" gestureThis tells me that they know that something was wrong with the customer serviceI will accept the check and consider the matter closedHowever I nor any of my family members, my son had recently purchased a used Chevy pick at Apple Valley Ford, will no longer do business theirTheir sales people are deceptive and untrustworthy I did not spend two tours in Afghanistan and Iraq to be treated this wayIn the military INTEGRITY is of the up-most importanceIt is not something that is taken from you, it is something you give awayThey have given theirs' away and it is really sadI will consider this matter closed
Initial Business Response / [redacted] (1000, 6, 2016/02/08) */ Revdex.com- I spoke with Mr [redacted] on the afternoon of 2/5/Mr [redacted] expressed his concern regarding the misdiagnosis of the transmission issues in his Land RoverHe said that he understands that we rarely work on vehicles like his, but suggested that for the customer's sake that we ask for a second opinion or let the customer know that we may not be able to give a proper diagnosisHe said he has done business with us in the past and has always had great experiencesTo ensure Mr***'s satisfaction, I offered to cover the bill of the repair that he had done at another service facilityMr [redacted] appreciated that and is very happy Brian [redacted] General Manager Apple Ford Lincoln Apple Valley Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) We appreciate Brian getting back to us and are happy with the results Thank you
Initial Business Response / [redacted] (1000, 13, 2016/02/24) */ Apple Ford Lincoln is committed to the value of honesty and integrityMr [redacted] should have been honored the original price he found online the original day he requested our servicesWe have discussed this with our service team and instructed them to seek help from management when they are presented with a difference in price like thisErrors may happen occasionally and it is our responsibility to stand behind themMr [redacted] was back to our service department on January 23rd and has had all requested services completed at the price of $which Mr [redacted] found on line Initial Consumer Rebuttal / [redacted] (2000, 15, 2016/02/24) */ Mr [redacted] confirms that he was contacted by Apple Valley Ford to bring his vehicle back in, and was able to have requested services performed at the posted price
Initial Business Response / [redacted] (1000, 15, 2015/07/15) */ [redacted] See Attached [redacted] Final Business Response / [redacted] (4000, 18, 2015/07/17) */ Mike [redacted] the Fixed Operations Director at Apple Ford Lincoln of Apple Valley spoke with [redacted] Thursday afternoon 7-16-and offered the resolution of reimbursing [redacted] the $that he had spent at [redacted] [redacted] accepted the resolution and will be receiving a check in the amount of $from Apple Ford Lincoln in the mail at his Elk River MN residence Mike [redacted]
Please see attached response.Revdex.com NOTE: Response reads as follows: "For the concern from 1/2/with ID # [redacted] from the customer [redacted] UPS shows delivery of the package to [redacted] Union City, TNThe delivery does not show a signature and Mr [redacted] has notified me by e-mail that he has not received this orderMr [redacted] has also had his credit card company cancel payment for this orderWe will not contest that and have instructed our processor Heartland Payment Systems to be sure and release the funds to his accountI apologize for Mr [redacted] not receiving his order, for the amount of time it has taken to verify tracking, and for the time it has taken to process his refund.Sincerely,Chad [redacted] Apple Ford Lincoln Apple Valley [redacted] *Apple Valley, MN55124###-###-####"
Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ Please see attached letter in response to Mr [redacted] 's complaint "To whom it may concern, We are disappointed to learn that we have mishandled Mr [redacted] 's request to be unsubscribed from our marketing messagesThe last thing we want is to aggravate customers or potential customers with unwanted messaging We have reviewed our opt-out system in regard to Mr [redacted] 's customer record and erased the record in all marketing databases that we control or, in the case of our accounting system, where record removal is not possible marked it 'do not contact' so that no further communication can be sent to Mr [redacted] Further we have instituted a tighter process to manually confirm our unsubscribe list across all databasesThis means if receive an unsubscribe request for one database we manually check all known databases under our control to confirm that the customer is unsubscribed from all sources of communication We take our obligation under CAN-SPAM regulations seriously and appreciate you bringing this matter to our attention so that we may satisfy Mr [redacted] 's request and assure that other customer requests are handled accurately and promptly Sincerely, Alan [redacted] Director of Marketing Apple Autos"
Initial Business Response /* (1000, 8, 2015/09/15) */
Business response received via e-mail to Revdex.com, including scan of 'Stop Payment' notice on check
Scan is attached; text of complaint reads as follows:
"Case #***
This letter is in response to Ronald *** case #***Ronald
*** stopped payment on his check #for the repair to the transmission on his Lincoln MKX subsequently causing the dealership to absorb the repair to his transmissionApple Ford Lincoln has taken full responsibility for this repair and will not seek money owed for the check that was stopped paymentWe appreciate Mr***' patronage and past business and hope we can continue a long term relationship with Mr***
If you have any questions or concerns I can assist with please feel free to contact me at any time
Sincerely,
Mike ***
Service Director
Apple Ford Lincoln
***"
Initial Consumer Rebuttal /* (2000, 10, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The response was what I was looking for and what I think is right and fair
Thank you for your assistance
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.Thank you for my refund of the total order amount. I would like to warn you that if you do not stop UPS from phone and personal harassment on your behalf, I will be forced to deal with this legallyPlease contact UPS immediately and instruct them to CEASE AND ASSIST.Thank you!
Initial Business Response /* (1000, 9, 2015/08/31) */
Received business response via e-mail to Revdex.com, 8/27/15.
Scan is attached; accompanying letter includes the following text:
"Due to a computer glitch stock #19723Z, a 2013 Ford Fusion, was mispriced online. The vehicle price was updated...
and the vehicle was sold at that price. We recognize that Ms [redacted] feels like she should have been able to purchase the vehicle at the reduced price. We agree, and have sent Ms [redacted] a check for her requested amount of $3,500.
Sincerely,
Brian [redacted]
General Manager
Apple Ford Lincoln Apple Valley"
Initial Business Response /* (1000, 13, 2016/02/24) */
Apple Ford Lincoln is committed to the value of honesty and integrity. Mr. [redacted] should have been honored the original price he found online the original day he requested our services. We have discussed this with our service team and...
instructed them to seek help from management when they are presented with a difference in price like this. Errors may happen occasionally and it is our responsibility to stand behind them. Mr. [redacted] was back to our service department on January 23rd and has had all requested services completed at the price of $234.89 which Mr. [redacted] found on line.
Initial Consumer Rebuttal /* (2000, 15, 2016/02/24) */
Mr [redacted] confirms that he was contacted by Apple Valley Ford to bring his vehicle back in, and was able to have requested services performed at the posted price.
Please see attached response.Revdex.com NOTE: Response reads as follows: "For the concern from 1/2/2017 with ID #[redacted] from the customer [redacted] UPS shows delivery of the package to [redacted] Union City, TN. 38261. The delivery does not show a signature and Mr [redacted] has notified me...
by e-mail that he has not received this order. Mr [redacted] has also had his credit card company cancel payment for this order. We will not contest that and have instructed our processor Heartland Payment Systems to be sure and release the funds to his account. I apologize for Mr [redacted] not receiving his order, for the amount of time it has taken to verify tracking, and for the time it has taken to process his refund.Sincerely,Chad [redacted]Apple Ford Lincoln Apple Valley[redacted]Apple Valley, MN. 55124###-###-####"
Initial Business Response /* (1000, 15, 2015/07/15) */
[redacted] See Attached [redacted]
Final Business Response /* (4000, 18, 2015/07/17) */
Mike [redacted] the Fixed Operations Director at Apple Ford Lincoln of Apple Valley spoke with [redacted] Thursday afternoon 7-16-15 and offered the resolution of...
reimbursing [redacted] the $750.00 that he had spent at[redacted] accepted the resolution and will be receiving a check in the amount of $750.00 from Apple Ford Lincoln in the mail at his Elk River MN residence.
Mike [redacted]
Initial Business Response /* (1000, 6, 2016/02/08) */
Revdex.com-
I spoke with Mr. [redacted] on the afternoon of 2/5/2016. Mr. [redacted] expressed his concern regarding the misdiagnosis of the transmission issues in his Land Rover. He said that he understands that we rarely work on vehicles...
like his, but suggested that for the customer's sake that we ask for a second opinion or let the customer know that we may not be able to give a proper diagnosis. He said he has done business with us in the past and has always had great experiences. To ensure Mr. [redacted]'s satisfaction, I offered to cover the bill of the repair that he had done at another service facility. Mr. [redacted] appreciated that and is very happy.
Brian [redacted]
General Manager
Apple Ford Lincoln Apple Valley
Initial Consumer Rebuttal /* (2000, 8, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We appreciate Brian getting back to us and are happy with the results.
Thank you.
Initial Business Response /* (1000, 6, 2015/10/13) */
Received business response via e-mail to Revdex.com:
"Revdex.com of Minnesota
Case # [redacted]
Savage, MN 55378
To Whom It May Concern;
This is in response to Case # [redacted]. I spoke with...
[redacted] Wednesday 10-7-15 and offered [redacted] a $150.00 in-store credit for her inconvenience and disappointing service at Apple Ford Lincoln. [redacted] accepted the $150.00 in-store credit and I apologized for the experience.
Sincerely;
Mike [redacted]
Parts & Service Director
Apple Ford Lincoln"
Initial Consumer Rebuttal /* (2000, 8, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very happy with the response from the business. The apology was very appreciated, and the store credit is very generous. I will absolutely give Apply Valley Ford a chance to earn my business back.
Thank you!
Initial Business Response /* (1000, 5, 2016/02/05) */
Please see attached letter in response to Mr. [redacted]'s complaint.
"To whom it may concern,
We are disappointed to learn that we have mishandled Mr [redacted]'s request to be unsubscribed from our marketing messages. The last thing we want is...
to aggravate customers or potential customers with unwanted messaging.
We have reviewed our opt-out system in regard to Mr [redacted]'s customer record and erased the record in all marketing databases that we control or, in the case of our accounting system, where record removal is not possible marked it 'do not contact' so that no further communication can be sent to Mr [redacted].
Further we have instituted a tighter process to manually confirm our unsubscribe list across all databases. This means if receive an unsubscribe request for one database we manually check all known databases under our control to confirm that the customer is unsubscribed from all sources of communication.
We take our obligation under CAN-SPAM regulations seriously and appreciate you bringing this matter to our attention so that we may satisfy Mr [redacted]'s request and assure that other customer requests are handled accurately and promptly.
Sincerely,
Alan [redacted]
Director of Marketing
Apple Autos"
Initial Business Response /* (1000, 15, 2015/07/15) */
[redacted] See Attached [redacted]
Initial Consumer Rebuttal /* (3000, 17, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In the Response from Apple Valley Ford they say I heard a noise about three days...
after I purchased the used 2004 Tundra. They neglect to mention that I also stated I and the salesman heard the noise on the test drive, and that the salesman went as far as having the vehicle lifted up on a hoist and had mechanic look at it. The mechanic said that it was the heat shield on the left front brake rubbing and bent it out. From my original letter " I test drove the truck with the salesman and when I hit about 40 MPH I heard a rubbing type noise coming from the what I thought at that time was the left front of the truck. The salesman heard it also. After the test drive the salesman took it in the back and had it put on the lift to see if we could locate the source of the noise. The mechanic said it was the heat shield on the left front brake was bent and rubbing against the tire. He bent it back and I thought ok it is fixed. I accepted this explanation as your service department had replaced the left axle and this can happen easily."
I also sent this same email to Mr. [redacted] the used car manager on Sat 5/16/2015 10:33 AM
[redacted]
2004 Toyota Tundra purchase
To '[redacted]@appleautos.com'.
So I did try to communicate with the dealership. I sent this email to Mr. [redacted] even though I was in Ill. on my two week National Guard training in an attempt to reach a solution.
I was lied to by their staff and I was forced to take the matter into my own hands. I was even told by Mr. [redacted] in recent phone calls this month. July 8th at 9:03 pm he stated that the department he uses for used cars is only open Mon-Fri till 5:00pm. I still have the Voice mail saved. As far as not communicating I called Mr. [redacted] Twice on July 7, three times on July 8th and once on July 9, we however played phone tag throughout. I did not return Mr. [redacted]'s last call on July 9th because he stated that he would not reimburse me for the work I had done to fix the Tundra.
Today July 17th 2015 I received in the mail a check for $1,000.00 from Apple Valley Ford as a "Goodwill" gesture. This tells me that they know that something was wrong with the customer service. I will accept the check and consider the matter closed. However I nor any of my family members, my son had recently purchased a used Chevy pick at Apple Valley Ford, will no longer do business their. Their sales people are deceptive and untrustworthy.
I did not spend two tours in Afghanistan and Iraq to be treated this way. In the military INTEGRITY is of the up-most importance. It is not something that is taken from you, it is something you give away. They have given theirs' away and it is really sad. I will consider this matter closed.
Initial Business Response /* (1000, 5, 2015/07/13) */
[redacted] brought his 2015 Ford F350 VIN # [redacted] with 16803 miles on it 7-1-15 for an oil change, vehicle health report & CHECK ENGINE LIGHT ON. Here is the Complaint, Cause & Correction the service technician...
found.
Complaint -CHECK ENGINE LIGHT ON
Cause - CHECKED CODES FOUND EGT 1 CODE. DIAG FOUND WRONG BOLTS IN DPF SENSORS HANGING SENSORS UNPLUGGED. REATACHECHED ALL REPLACED EGT 11 CLEARED CODES REPROGRAMED. TRUCK IS IN IDLE ONLY MODE NOW WARNING MESSAGES ON DASH. SUSPECT TRUCK WAS PREVIOSLY CHIPED ANDPF WAS DELETED.
Correction - USED A STOCK UNIT PULLED INFORMATION FROM THAT TRUCK AND UPLOADED IT TO THIS PCM. TRUCK STARTS AND DRIVES GOOD. REPROGRAMED TRUCK WITH ASBUILT SO VINS MATCH ON ALL MODULES. DROVE TRUCK FOUND NEEDS TO GO THROUGH REGEN BUT WONT PREFORM DROVE WITH IDS AND FORCED REGEN. BATTERY LIGHT IS NOW ON. ALT IS CHARGING AND BATTERIES OK.
Customer came in and stated that there are exhaust system components that are hanging down. We inspected and found that it appeared the exhaust emissions system had been remove and reinstalled lots of the part were left loose or missing, 2 bolts were missing and egt temp sensor was left loose causing damage to it. We installed new bolts and replaced egt temp sensor. Also we performed tsb 15-0054 and performed recalibration on the pcm as part of the egt temp sensor replacement. At this time during the reprogram we found that the pcm had the incorrect program in it that we believe is do to an aftermarket program being installed into the pcm. I have attached a pitcher showing the incorrect pcm part number. It than took many hours of work to get the correct programming into it. This was not a factory or product failure but was caused by a non factory component once in the vehicle. If you have any questions or need further assistance please feel free to contact me.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are multiple errors in the complaint response statement from Apple Valley Ford. First of all, I did NOT bring my truck in with the check engine light on. I also never stated that the "exhaust system components were hanging down". I was not even aware there was a problem with the exhaust system. I was unaware that the egt temp sensor was going to be replaced and never approved the replacement of it. The only thing that I OK'd for Apple Valley Ford to do on the truck was the oil change and two missing bolts. As I stated in the initial complaint, work was done on my truck that I was unaware of, the result of which left my truck non-functioning. Also, I was told by them a couple of times that there "may or may not" have been a programmer on it. If they are so certain there was, why was I not told that there was a programmer on the truck?
Final Business Response /* (4000, 9, 2015/07/22) */
[redacted] spoke with [redacted] today 7-22-15 via phone and offered [redacted] a $250.00 in dealership credit to use on any service work in the future. [redacted] accepted that offer and we look forward to servicing [redacted]'s vehicles and build a strong relationship with [redacted] going forward.
[redacted]
Initial Business Response / [redacted] (1000, 15, 2015/07/15) */ [redacted] See Attached [redacted] Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) In the Response from Apple Valley Ford they say I heard a noise about three days after I purchased the used TundraThey neglect to mention that I also stated I and the salesman heard the noise on the test drive, and that the salesman went as far as having the vehicle lifted up on a hoist and had mechanic look at itThe mechanic said that it was the heat shield on the left front brake rubbing and bent it outFrom my original letter " I test drove the truck with the salesman and when I hit about MPH I heard a rubbing type noise coming from the what I thought at that time was the left front of the truckThe salesman heard it alsoAfter the test drive the salesman took it in the back and had it put on the lift to see if we could locate the source of the noiseThe mechanic said it was the heat shield on the left front brake was bent and rubbing against the tireHe bent it back and I thought ok it is fixedI accepted this explanation as your service department had replaced the left axle and this can happen easily." I also sent this same email to Mr [redacted] the used car manager on Sat 5/16/10:AM [redacted] Toyota Tundra purchase To ' [redacted] @appleautos.com' So I did try to communicate with the dealershipI sent this email to Mr [redacted] even though I was in Illon my two week National Guard training in an attempt to reach a solution I was lied to by their staff and I was forced to take the matter into my own handsI was even told by Mr [redacted] in recent phone calls this monthJuly 8th at 9:pm he stated that the department he uses for used cars is only open Mon-Fri till 5:00pmI still have the Voice mail savedAs far as not communicating I called Mr [redacted] Twice on July 7, three times on July 8th and once on July 9, we however played phone tag throughoutI did not return Mr [redacted] 's last call on July 9th because he stated that he would not reimburse me for the work I had done to fix the Tundra Today July 17th I received in the mail a check for $1,from Apple Valley Ford as a "Goodwill" gestureThis tells me that they know that something was wrong with the customer serviceI will accept the check and consider the matter closedHowever I nor any of my family members, my son had recently purchased a used Chevy pick at Apple Valley Ford, will no longer do business theirTheir sales people are deceptive and untrustworthy I did not spend two tours in Afghanistan and Iraq to be treated this wayIn the military INTEGRITY is of the up-most importanceIt is not something that is taken from you, it is something you give awayThey have given theirs' away and it is really sadI will consider this matter closed
Initial Business Response / [redacted] (1000, 6, 2016/02/08) */ Revdex.com- I spoke with Mr [redacted] on the afternoon of 2/5/Mr [redacted] expressed his concern regarding the misdiagnosis of the transmission issues in his Land RoverHe said that he understands that we rarely work on vehicles like his, but suggested that for the customer's sake that we ask for a second opinion or let the customer know that we may not be able to give a proper diagnosisHe said he has done business with us in the past and has always had great experiencesTo ensure Mr***'s satisfaction, I offered to cover the bill of the repair that he had done at another service facilityMr [redacted] appreciated that and is very happy Brian [redacted] General Manager Apple Ford Lincoln Apple Valley Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) We appreciate Brian getting back to us and are happy with the results Thank you
Initial Business Response / [redacted] (1000, 13, 2016/02/24) */ Apple Ford Lincoln is committed to the value of honesty and integrityMr [redacted] should have been honored the original price he found online the original day he requested our servicesWe have discussed this with our service team and instructed them to seek help from management when they are presented with a difference in price like thisErrors may happen occasionally and it is our responsibility to stand behind themMr [redacted] was back to our service department on January 23rd and has had all requested services completed at the price of $which Mr [redacted] found on line Initial Consumer Rebuttal / [redacted] (2000, 15, 2016/02/24) */ Mr [redacted] confirms that he was contacted by Apple Valley Ford to bring his vehicle back in, and was able to have requested services performed at the posted price
Initial Business Response / [redacted] (1000, 15, 2015/07/15) */ [redacted] See Attached [redacted] Final Business Response / [redacted] (4000, 18, 2015/07/17) */ Mike [redacted] the Fixed Operations Director at Apple Ford Lincoln of Apple Valley spoke with [redacted] Thursday afternoon 7-16-and offered the resolution of reimbursing [redacted] the $that he had spent at [redacted] [redacted] accepted the resolution and will be receiving a check in the amount of $from Apple Ford Lincoln in the mail at his Elk River MN residence Mike [redacted]
Please see attached response.Revdex.com NOTE: Response reads as follows: "For the concern from 1/2/with ID # [redacted] from the customer [redacted] UPS shows delivery of the package to [redacted] Union City, TNThe delivery does not show a signature and Mr [redacted] has notified me by e-mail that he has not received this orderMr [redacted] has also had his credit card company cancel payment for this orderWe will not contest that and have instructed our processor Heartland Payment Systems to be sure and release the funds to his accountI apologize for Mr [redacted] not receiving his order, for the amount of time it has taken to verify tracking, and for the time it has taken to process his refund.Sincerely,Chad [redacted] Apple Ford Lincoln Apple Valley [redacted] *Apple Valley, MN55124###-###-####"
Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ Please see attached letter in response to Mr [redacted] 's complaint "To whom it may concern, We are disappointed to learn that we have mishandled Mr [redacted] 's request to be unsubscribed from our marketing messagesThe last thing we want is to aggravate customers or potential customers with unwanted messaging We have reviewed our opt-out system in regard to Mr [redacted] 's customer record and erased the record in all marketing databases that we control or, in the case of our accounting system, where record removal is not possible marked it 'do not contact' so that no further communication can be sent to Mr [redacted] Further we have instituted a tighter process to manually confirm our unsubscribe list across all databasesThis means if receive an unsubscribe request for one database we manually check all known databases under our control to confirm that the customer is unsubscribed from all sources of communication We take our obligation under CAN-SPAM regulations seriously and appreciate you bringing this matter to our attention so that we may satisfy Mr [redacted] 's request and assure that other customer requests are handled accurately and promptly Sincerely, Alan [redacted] Director of Marketing Apple Autos"
Initial Business Response /* (1000, 8, 2015/09/15) */
Business response received via e-mail to Revdex.com, including scan of 'Stop Payment' notice on check
Scan is attached; text of complaint reads as follows:
"Case #***
This letter is in response to Ronald *** case #***Ronald
*** stopped payment on his check #for the repair to the transmission on his Lincoln MKX subsequently causing the dealership to absorb the repair to his transmissionApple Ford Lincoln has taken full responsibility for this repair and will not seek money owed for the check that was stopped paymentWe appreciate Mr***' patronage and past business and hope we can continue a long term relationship with Mr***
If you have any questions or concerns I can assist with please feel free to contact me at any time
Sincerely,
Mike ***
Service Director
Apple Ford Lincoln
***"
Initial Consumer Rebuttal /* (2000, 10, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The response was what I was looking for and what I think is right and fair
Thank you for your assistance
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.Thank you for my refund of the total order amount. I would like to warn you that if you do not stop UPS from phone and personal harassment on your behalf, I will be forced to deal with this legallyPlease contact UPS immediately and instruct them to CEASE AND ASSIST.Thank you!
Initial Business Response /* (1000, 9, 2015/08/31) */
Received business response via e-mail to Revdex.com, 8/27/15.
Scan is attached; accompanying letter includes the following text:
"Due to a computer glitch stock #19723Z, a 2013 Ford Fusion, was mispriced online. The vehicle price was updated...
and the vehicle was sold at that price. We recognize that Ms [redacted] feels like she should have been able to purchase the vehicle at the reduced price. We agree, and have sent Ms [redacted] a check for her requested amount of $3,500.
Sincerely,
Brian [redacted]
General Manager
Apple Ford Lincoln Apple Valley"
Initial Business Response /* (1000, 13, 2016/02/24) */
Apple Ford Lincoln is committed to the value of honesty and integrity. Mr. [redacted] should have been honored the original price he found online the original day he requested our services. We have discussed this with our service team and...
instructed them to seek help from management when they are presented with a difference in price like this. Errors may happen occasionally and it is our responsibility to stand behind them. Mr. [redacted] was back to our service department on January 23rd and has had all requested services completed at the price of $234.89 which Mr. [redacted] found on line.
Initial Consumer Rebuttal /* (2000, 15, 2016/02/24) */
Mr [redacted] confirms that he was contacted by Apple Valley Ford to bring his vehicle back in, and was able to have requested services performed at the posted price.
Please see attached response.Revdex.com NOTE: Response reads as follows: "For the concern from 1/2/2017 with ID #[redacted] from the customer [redacted] UPS shows delivery of the package to [redacted] Union City, TN. 38261. The delivery does not show a signature and Mr [redacted] has notified me...
by e-mail that he has not received this order. Mr [redacted] has also had his credit card company cancel payment for this order. We will not contest that and have instructed our processor Heartland Payment Systems to be sure and release the funds to his account. I apologize for Mr [redacted] not receiving his order, for the amount of time it has taken to verify tracking, and for the time it has taken to process his refund.Sincerely,Chad [redacted]Apple Ford Lincoln Apple Valley[redacted]Apple Valley, MN. 55124###-###-####"
Initial Business Response /* (1000, 15, 2015/07/15) */
[redacted] See Attached [redacted]
Final Business Response /* (4000, 18, 2015/07/17) */
Mike [redacted] the Fixed Operations Director at Apple Ford Lincoln of Apple Valley spoke with [redacted] Thursday afternoon 7-16-15 and offered the resolution of...
reimbursing [redacted] the $750.00 that he had spent at[redacted] accepted the resolution and will be receiving a check in the amount of $750.00 from Apple Ford Lincoln in the mail at his Elk River MN residence.
Mike [redacted]
Initial Business Response /* (1000, 6, 2016/02/08) */
Revdex.com-
I spoke with Mr. [redacted] on the afternoon of 2/5/2016. Mr. [redacted] expressed his concern regarding the misdiagnosis of the transmission issues in his Land Rover. He said that he understands that we rarely work on vehicles...
like his, but suggested that for the customer's sake that we ask for a second opinion or let the customer know that we may not be able to give a proper diagnosis. He said he has done business with us in the past and has always had great experiences. To ensure Mr. [redacted]'s satisfaction, I offered to cover the bill of the repair that he had done at another service facility. Mr. [redacted] appreciated that and is very happy.
Brian [redacted]
General Manager
Apple Ford Lincoln Apple Valley
Initial Consumer Rebuttal /* (2000, 8, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We appreciate Brian getting back to us and are happy with the results.
Thank you.
Initial Business Response /* (1000, 6, 2015/10/13) */
Received business response via e-mail to Revdex.com:
"Revdex.com of Minnesota
Case # [redacted]
Savage, MN 55378
To Whom It May Concern;
This is in response to Case # [redacted]. I spoke with...
[redacted] Wednesday 10-7-15 and offered [redacted] a $150.00 in-store credit for her inconvenience and disappointing service at Apple Ford Lincoln. [redacted] accepted the $150.00 in-store credit and I apologized for the experience.
Sincerely;
Mike [redacted]
Parts & Service Director
Apple Ford Lincoln"
Initial Consumer Rebuttal /* (2000, 8, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very happy with the response from the business. The apology was very appreciated, and the store credit is very generous. I will absolutely give Apply Valley Ford a chance to earn my business back.
Thank you!
Initial Business Response /* (1000, 5, 2016/02/05) */
Please see attached letter in response to Mr. [redacted]'s complaint.
"To whom it may concern,
We are disappointed to learn that we have mishandled Mr [redacted]'s request to be unsubscribed from our marketing messages. The last thing we want is...
to aggravate customers or potential customers with unwanted messaging.
We have reviewed our opt-out system in regard to Mr [redacted]'s customer record and erased the record in all marketing databases that we control or, in the case of our accounting system, where record removal is not possible marked it 'do not contact' so that no further communication can be sent to Mr [redacted].
Further we have instituted a tighter process to manually confirm our unsubscribe list across all databases. This means if receive an unsubscribe request for one database we manually check all known databases under our control to confirm that the customer is unsubscribed from all sources of communication.
We take our obligation under CAN-SPAM regulations seriously and appreciate you bringing this matter to our attention so that we may satisfy Mr [redacted]'s request and assure that other customer requests are handled accurately and promptly.
Sincerely,
Alan [redacted]
Director of Marketing
Apple Autos"
Initial Business Response /* (1000, 15, 2015/07/15) */
[redacted] See Attached [redacted]
Initial Consumer Rebuttal /* (3000, 17, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In the Response from Apple Valley Ford they say I heard a noise about three days...
after I purchased the used 2004 Tundra. They neglect to mention that I also stated I and the salesman heard the noise on the test drive, and that the salesman went as far as having the vehicle lifted up on a hoist and had mechanic look at it. The mechanic said that it was the heat shield on the left front brake rubbing and bent it out. From my original letter " I test drove the truck with the salesman and when I hit about 40 MPH I heard a rubbing type noise coming from the what I thought at that time was the left front of the truck. The salesman heard it also. After the test drive the salesman took it in the back and had it put on the lift to see if we could locate the source of the noise. The mechanic said it was the heat shield on the left front brake was bent and rubbing against the tire. He bent it back and I thought ok it is fixed. I accepted this explanation as your service department had replaced the left axle and this can happen easily."
I also sent this same email to Mr. [redacted] the used car manager on Sat 5/16/2015 10:33 AM
[redacted]
2004 Toyota Tundra purchase
To '[redacted]@appleautos.com'.
So I did try to communicate with the dealership. I sent this email to Mr. [redacted] even though I was in Ill. on my two week National Guard training in an attempt to reach a solution.
I was lied to by their staff and I was forced to take the matter into my own hands. I was even told by Mr. [redacted] in recent phone calls this month. July 8th at 9:03 pm he stated that the department he uses for used cars is only open Mon-Fri till 5:00pm. I still have the Voice mail saved. As far as not communicating I called Mr. [redacted] Twice on July 7, three times on July 8th and once on July 9, we however played phone tag throughout. I did not return Mr. [redacted]'s last call on July 9th because he stated that he would not reimburse me for the work I had done to fix the Tundra.
Today July 17th 2015 I received in the mail a check for $1,000.00 from Apple Valley Ford as a "Goodwill" gesture. This tells me that they know that something was wrong with the customer service. I will accept the check and consider the matter closed. However I nor any of my family members, my son had recently purchased a used Chevy pick at Apple Valley Ford, will no longer do business their. Their sales people are deceptive and untrustworthy.
I did not spend two tours in Afghanistan and Iraq to be treated this way. In the military INTEGRITY is of the up-most importance. It is not something that is taken from you, it is something you give away. They have given theirs' away and it is really sad. I will consider this matter closed.
Initial Business Response /* (1000, 5, 2015/07/13) */
[redacted] brought his 2015 Ford F350 VIN # [redacted] with 16803 miles on it 7-1-15 for an oil change, vehicle health report & CHECK ENGINE LIGHT ON. Here is the Complaint, Cause & Correction the service technician...
found.
Complaint -CHECK ENGINE LIGHT ON
Cause - CHECKED CODES FOUND EGT 1 CODE. DIAG FOUND WRONG BOLTS IN DPF SENSORS HANGING SENSORS UNPLUGGED. REATACHECHED ALL REPLACED EGT 11 CLEARED CODES REPROGRAMED. TRUCK IS IN IDLE ONLY MODE NOW WARNING MESSAGES ON DASH. SUSPECT TRUCK WAS PREVIOSLY CHIPED ANDPF WAS DELETED.
Correction - USED A STOCK UNIT PULLED INFORMATION FROM THAT TRUCK AND UPLOADED IT TO THIS PCM. TRUCK STARTS AND DRIVES GOOD. REPROGRAMED TRUCK WITH ASBUILT SO VINS MATCH ON ALL MODULES. DROVE TRUCK FOUND NEEDS TO GO THROUGH REGEN BUT WONT PREFORM DROVE WITH IDS AND FORCED REGEN. BATTERY LIGHT IS NOW ON. ALT IS CHARGING AND BATTERIES OK.
Customer came in and stated that there are exhaust system components that are hanging down. We inspected and found that it appeared the exhaust emissions system had been remove and reinstalled lots of the part were left loose or missing, 2 bolts were missing and egt temp sensor was left loose causing damage to it. We installed new bolts and replaced egt temp sensor. Also we performed tsb 15-0054 and performed recalibration on the pcm as part of the egt temp sensor replacement. At this time during the reprogram we found that the pcm had the incorrect program in it that we believe is do to an aftermarket program being installed into the pcm. I have attached a pitcher showing the incorrect pcm part number. It than took many hours of work to get the correct programming into it. This was not a factory or product failure but was caused by a non factory component once in the vehicle. If you have any questions or need further assistance please feel free to contact me.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are multiple errors in the complaint response statement from Apple Valley Ford. First of all, I did NOT bring my truck in with the check engine light on. I also never stated that the "exhaust system components were hanging down". I was not even aware there was a problem with the exhaust system. I was unaware that the egt temp sensor was going to be replaced and never approved the replacement of it. The only thing that I OK'd for Apple Valley Ford to do on the truck was the oil change and two missing bolts. As I stated in the initial complaint, work was done on my truck that I was unaware of, the result of which left my truck non-functioning. Also, I was told by them a couple of times that there "may or may not" have been a programmer on it. If they are so certain there was, why was I not told that there was a programmer on the truck?
Final Business Response /* (4000, 9, 2015/07/22) */
[redacted] spoke with [redacted] today 7-22-15 via phone and offered [redacted] a $250.00 in dealership credit to use on any service work in the future. [redacted] accepted that offer and we look forward to servicing [redacted]'s vehicles and build a strong relationship with [redacted] going forward.
[redacted]