Apple Ford of Lynchburg

Review: I took my car to the Quick Lane Service Center because I had antifreeze leaking on my car floor. He said I needed to replace the heater core and suggested I also replace a 0-2 sensor. The heater core works fine but when he replaced the sensor he damaged my engine control module and fuel module. My car wouldn’t start the next time I went to drive it so I took it back to the mechanic. He said I needed a new battery so I had it replaced. The next time I went to drive it wouldn’t start even with a jump so I had it towed back to the shop. This time the mechanic said I needed the fuel pump replaced which I had done but it didn’t solve the problem. I had it towed back after it would not start again and they recommended I take it to the dealer repair shop next door, stating I would pay higher labors charges there. I chose to tow it to another repair shop instead: [redacted] They found that the ECM, fuel module and O2 sensor was destroyed when the O2 sensor was put in wrong. They replaced those parts and my car has started fine since. The lever that controlled my heat was also damage so that I could not put the [redacted] back on to turn my heat on. The shop needed to get another heater control head to repair that.Desired Settlement: Reimbursement of repair charges resulting from misdiagnosis and damage done to my car by their mechanic.

Repair charges Apple Ford:

Battery replaced and labor $110.00

General Repairs and fuel pump installed: $490.00

Charges to restore the car back to working order by [redacted]

Diagnose and replace the ECC-1933M ECM and fuel module: $549.00

Replace the heater control head: $149.00

Therefore, the total charges that should be refunded to me are: $1298.00

Business

Response:

I have reviewed this complaint from Ms [redacted], we have decide that since it has been a year and half and the customer didnt come back to the dealership and speak with management concerning this problem, we feel that the customer is not due reimburstment. Thank you

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] I sent a certified letter on 12/4/15 detailing the damage and repair with copies of the receipts to Apple Ford within 6 months of the final repair of my vehicle to restore it back to where it was before you mechanic damaged it. I did not hear back from Apple Ford.I have attached a copy of that letter and the certified letter receipt from the [redacted].

Review: My company [redacted] LLC is the owner of the above mention vehicle since

July 2012. On September 20, 2013 there was a mechanical breakdown in the said

vehicle on Route 29 South, short of Lynchburg Township. The vehicle was driven

to Apple [redacted] of Lynchburg with lot of effort. The diagnosis of the problem was

Code P0720, P0722. The Vehicle was left at the Apple [redacted] dealership for repair

and a rental was arranged by the Apple [redacted] from [redacted] against the Service

contract. The Apple [redacted] reimburses the client US $388.97 against tire repair and

service of the vehicle but failed to reimburse the rental charges of the [redacted]

US $470.45. No satisfactory answer provided by the Apple [redacted] against the non-

imbursement of the rental. I did contac[redacted] to find a solid wall on the

particular issue. I did contact [redacted] of Chantilly, the purchase dealership of

the vehicle; they also could not solve the issue.

I am only option left to call for an arbitration to solve the issue as the Service

contract warrants.

In view of the foregoing it ls reques[redacted] to arrange an arbitration to solve the

issue. Please find a chaque of US$ 50 to cover arbitrat¡on fee as per service

contract.

Thanking you in anticipation

Sincerely Yours

[redacted]Desired Settlement: reimbursement

Business

Response:

To Whom It May Concern,

REF: [redacted]

The customer came into the dealership and wan[redacted] his vehicle to be repaired while he went out of town. He told us he didnt need a vehicle while he was out of town, but he went and got one anyway with out our knowledge. The rental comapny didnt know he was having warranty done, so he picked out a vehicle with a large rental rate. Afew weeks later the customer came in and ask for a refund of this large rental bill. The customer has been refunded $150.00 for five days at $30.00 per day which is what his contract paid. I dont feel this customer has been trea[redacted] wrong in any way. I called the customer and told him we were sending him a check for $150.00 and he said thank you.

Thank you,

[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID 10033228, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

A. Our letter no PF/2027/Misc-054/Revdex.com da[redacted] April 03,2014

B. Revdex.com Roanoke letter da[redacted] 05 May 2014.

Dear Sir,

Acknowledge with thanks receipt of letter under reference “B”. I vehemently reject the message of “Apple [redacted] Lynchburg” and held them responsible for denying the Rental reimbursement claim since October 2013. The fact remains as follows:

a. I have purchased an extended service Plan from “[redacted] Motor COMPANY”against my vehicle VIN [redacted].

b. The service plan allows repair and maintenance of vehicle under warranty. Also allows rental of Vehicle up to 10days @US$30/day.

c. On 20 September 2013 on the way to Bed[redacted] County from Loudoun County, the said Vehicle had a mechanical trouble near Lynchburg city.

d. I had driven the vehicle to Apple Ford, Lynchburg for necessary repair.

e. It was diagnosed that the speed sensor of the Vehicle is out of order and the parts need to be order by the Apple Ford.

f. Mr. [redacted], the service advisor handled the vehicle called “[redacted]” rental car for a rental vehicle for my use.

g. The [redacted] Rental car company picked me from the location of Apple [redacted] to their office for necessary documentation in order to provide a rental car.

h. I have submit[redacted] both invoices for repair and rental vehicle to “Apple Ford” for reimbursement on completion of the repair of the said vehicle on September, 2013.

i. The invoice of the repair of US$388.97 was paid instantly by Apple Ford, the invoice for the rental vehicle US$470.45 was not paid without giving any valid reason. The representative of the “Apple Ford” in a telephone conversation with me flatly denied paying the said rental invoice.

j. I tried to contact [redacted] Motor on the subject, it was a pillow passing game, and my call had been transferred from one rep to another finally disconnec[redacted].

k. Failing to get any result from [redacted] Motor, I managed to talk with Finance Manager of “[redacted] of Chantilly” on October 2013, the seller of my vehicle. They promised to arrange reimbursement of the said rental invoice.

l. I did not receive any response from any side till end March 2014. I had visited “[redacted] of Chantilly” second time for the subject matter. They informed me that “Apple Ford” has denied paying the said rental invoice against the said rental.

m. Failing to solve the subject matter, I had complained Revdex.com on 03 April, 2014 with a copy to all concern.

n. On 05 May 2014, a lady from “Apple Ford” called to inform me that they are forwarding a chaque of US$150 against the said rental.

o. I am entitled US$30/day for maximum 10days as per the extended service plan; the “Apple Ford” has paid me US$150 for 05 days rental. My actual rental was 06 days as per the rental invoice. The “Apple [redacted] still own me US$30.

Basis of my present complain against “Apple Ford” of Lynchburg as follows:

a. [redacted] car dealerships like “Apple Ford” or “[redacted] Ford” sell extended service plan against [redacted] Vehicles on behalf of [redacted] Motor.

b. All [redacted] dealerships have very good knowledge on the subject Extended Service Plan and entitlements of the warranty holder.

c. Apple Ford of Lynchburg had no legal basis to deny my claim of Rental reimbursement and pay back a lump sum amount of US$ 150 after 07 months of the said claim.

d. Customer lime me buy extended service plan against a vehicle to have peace of mind in this circumstances it has taken peace away from me.

In view of the foregoing may I humbly request you to project my complaint to the appropriate forum?

Thanking you

Business

Response:

APPLE [redacted] HAS REFUNDED THE CUSTOMER THE ALLOWABLE FIVE DAY AMOUNT THAT IS ON HIS CONTRACT. WE FEEL WE HAVE COMPLE[redacted] OUR RESPONSIBLITY TO THIS CUSTOMER.

SINCERELY

[redacted], DIRECTOR OF OPERATIONS

Business

Response:

Mr [redacted] dropped his vehicle off on friday and picked up on wednesday of the following week. It was complete on the 24th but was closed out on the 25th. This is why he received five days of rental refunded to him. Please see attached copy of repair order [redacted], the only time he has been here at Apple Ford.

Thank you

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In response to the latest response from "Apple ford", Lynchburg, my comments are as follows:

Let it be very clear that the "Apple Ford" Lynchburg had no intentions to reimburse my claim of Rental against the said repair of the [redacted] F-150. Well they have paid USD150 on 4/25/2014 whereas I had submit my claim of Reimbursement against the rental along with the reimbursement claim of the repair of the vehicle on September/October 2013. I had been reimbursed USD388.87, the bill against the repair of the vehicle instantly on October 2013 but the "Apple Ford" Lynchburg flatly denied to pay the Rental. They have paid the Rental bill on April 25, 2014 after a hard persuasion and to avoid receiving a negative remarks from Revdex.com against my complaint to Revdex.com on April 03,2014.

Apple Ford has failed to provide me any explanation for the delayed payment on the Rental. Last but not the least let it be black and white that [redacted] Extended warrant against the vehicle is not peace of mind rather pain in the butt.

Regards

Worst experience I have ever had! I bought the car from them no problem. Not even a year into it the car breaks down. I take it to them and try to get the warranty I purchased through them to cover the repairs. They decline to fix it. So then apple ford declined to fix it themselves when they told me it was a simple spark plug issue and it happened because it was repaired wrong by them. When I purchased the car they told me they had done work to it and replaced the tires. Now they're saying they only did an oil change. They're hiding paperwork on repairs so they don't have to fix what they caused. Then I canceled my warranty face to face and they tried to say I never did. Anything to not help me they would do! I have children who ride in my vehicle luckily they weren't with me when I had a break down but for Apple ford to sell a vehicle knowing it has issues is of bald character . The other mechanic I got to repair my car said there were three more speak plugs loose that weren't installed correctly. Letting them go could have caused serious damage and apple ford was fully aware of this!

Review: On October 15, 2014 I purchased a used black 2008 Mazda C-X7 from the Apple Ford car dealership located at [redacted] in [redacted]. On April 2, 2015 I had an appointment for an oil/filter change. On Saturday April 4, 2015 while waiting for my food at a local drive through, a thick cloud of white/ grayish smoke was coming from the back of my car. Next the smoke became so bad that a customer who was coming from outside of the restaurant asked was everything ok. On Monday April 6, 2015 I called back over to the service department and explained that I just had an oil change done on April 2, 2015 and noted thick white/grey smoke coming from the back of my car from the exhaust area and if I could bring it in for them to look over. They said yes. I brought it in and the service woman stated that everything was alright and that the cars do that sometimes even her car smoked and that everything was alright. I took her word and drove from the lot. Within a few days the same problem started happening again. No matter what time of day or the type of weather the car would randomly start smoking very bad. When this happens you can feel the heat coming through the air vents. I contacted [redacted] on May 4 2015 about the problem. She stated that because I did not purchase this car with a warranty that it was an "As Is" sale and that it was nothing that they could do about it. She suggested that I take my car to the local Mazda dealership for them to look over.

My purpose for filing a complaint against this dealership is that I am afraid for my safety and the safety of others who are in this car. When I purchased this car I was told by the salesman and the sale woman that the car had been checked over and that everything was ok. Clearly this is not the case. The car continues to smoke every time I drive it. I should not be responsible for fixing this problem to this car when I was told by the salesmen and saleswomen that the car had been look over and was operating fine. I currently will be starting a new position outside of the [redacted] area and need my vehicle in order to go to my job. I have no money to fix this problem and am simply asking for Apple Ford to fix this problem so that I may be able to drive to my place of employment. As I have stated early in my complaint that it is to a point now that I am afraid for my life and the safety of others who are in this car with me. I cannot even drive my mother to her yearly cancer check appointment out of town because I am afraid to drive this car due to the smoke and heat that is coming from the inside of the car.

Again I am not asking for a new car I am simply asking that Apple Ford would fix this problem that has spiraled out of control now. I was told when I purchased this car that in was operating fine and now a few months after my purchase the car starts smoking after my first old change on April 2, 2015. It is not professional or moral to lie to a customer and state that everything was fine when a problem clearly exist. After this experience I feel that I am now trapped into a bad purchase that I have no way out of yet Apple Ford was aware of this problem. What happened to the values and morality in business? Surely anyone who was involved from my purchase would not let their family members drive in a dangerous vehicle such as this, so why would they let me? Doesn't my life and the life of my family matter?Desired Settlement: All that I am asking is for Apple Ford to fix this problem with my car so that I may be able to drive without fear that my car will catch on fire.

Business

Response:

Ref: [redacted]

I have reviewed Ms. [redacted]’s file and found that her 2008 Mazda CX7 was purchased “AS-IS” with over 98,000 miles. She signed a Buyer’s Guide that states she would pay all cost for any repairs. This was signed at time of purchase back on October 15, 2014. (A copy of the Buyer’s Guide is available if needed) Ms. [redacted] did come to the Apple Ford on April 02, 2015 for only a oil and filter change and nothing else was seen at that time. Due to this information, the dealership is not responsible for any repairs. If Ms. [redacted] wants Apple Ford to diagnosis her concerns and price the repair at her expense, we would be glad to do so.

Should you have any questions please do not hesitate to give me a call.

Thank You,[redacted]

Director of Operations

Apple Ford of [redacted]

###-###-####

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The business acknowledged that I had an oil/filter change yet refuses to acknowledge that after the oil change I returned that following week about the problem in which the service department stated that they saw smoke yet it was no problem. After reviewing the response from Apple Ford I feel that this company will just continue to lie to protect the interest of their business versus truly wanting to fix this problem. After filing this complaint I discovered there were other customers dating from last month to four years again who have either had trouble with the vechicles breaking down within under a year of purchasing a used vechicle from them. No resolve was made in there efforts to have their problem fixed by the company leaving the customer with a hefty car repair. I now realize that I was the next victim now stuck with a hefty car repair and no way of fixing my car. The mere fact that this company refuses to fix my car and others who have had similar problems is telling of the integrity and moral standing of this company and some of it's employees. I am a spiritual indivdual and believe that when you sow seeds of hate and deception you will reap what one sows out into the world (Galations 6:8).

Regards,

Review: The Entertainment system in the car works about 80% of the time. Unfortunately most of that happens while on the road as we do not use the system but when traveling. I have taken the car multiple time to the dealership and since they are not able to see the system not working there is nothing that can be done.

I would not waste my time taking a vehicle to the dealership and waiting if it was not faulty. If I had a choice I would never take the vehicle to the dealership. Tried calling Ford corporation but they said the dealership is the one that needs to diagnose the problem. Since nobody is fixing it or apparently I just like wasting my time I am formally filing a complaint.Desired Settlement: I would like the entertainment system repaired/replaced. They are welcome to run as many diagnosis tests as they want once they have the system with them. But I cannot and will not be driving there to be told that there is nothing that an be done.

Business

Response:

To Whom It May Concern,Apple Ford of Lynchburg has looked at Mr [redacted] sync concern once on June 18, 2015. Mr [redacted] stated, at that time, that the sync sometimes won't works when TVs are hooked up and the drivers side picture doesn't come in clear. The technician, [redacted], installed a personal DVD and everything worked and the picture came in very clear. We ask the customer to bring the vehicle back if it stops working again, we can't repair something that is working. [redacted], Service Manager, has spoke with the Mr [redacted] and was told he would bring the vehicle back after the first of the new year to have it checked again. Thank you,[redacted] Director of Operations

Review: advertising issues and parts issueAD SAID VAN HAD CLEAN HISTORY REPORT WITH NO ACCIDENTS AND IT HAD ACCIDENTHAD TO PUT NEW TIE ROD ENDS AND ALIGNMENT AND HAVE BRAKE AND POWER STERRING FLUID FLUSHED AND REPLACED On November 04, 2014 I bought a 2005 Chevy uplander van vehicle identification number [redacted] AFTER the car dealer put an ad on the internet. Apple Ford of Lynchburg said in the ad that van had a clean history report with no accidents and a 166 point inspection with new VA inspection. On the way home the ABS light came on the dash and I called [redacted] (the sales person) and was told I bought van as is so on November 6 the van was being worked on and found out the tire rod ends was bad and needed to be replaced and also the power steering fluid was supper dirty and as well as the brake fluid. New tie rods was put on it and both of fluids was changed and lines flushed what should have been caught IF THEY DID do a 166 point check. The 166 point check list included also that remote start works what it took sales man ([redacted]) 30 min to take two remotes to make one so it would half way work. [redacted] HAS TO GO INTO SHOP AND SOLDER THE REMOTES, Ford ordered two new remotes because others would not work. Also the 166 pt check was to have checked the power outlets they dont work. The tie rod ends should have been replaced when inspected with new sticker. Van had to have an alignment after rods was put on. Then the TCC converter and TCC clutch went out in transmission and I had to have that fixed and the ABS was fixed and paid for by me. We found out the van has been wrecked and when I called [redacted] he said you bought it as is and when I got a email saying if the sales manager could help me in any way to call so I did call the number on the e mail what was to have been [redacted] but it turns out it was to [redacted] own personal cell phone..Im told it was a mistake and that it was a mistake about not putting in the sales ad that the van had indeed been wrecked. SEEM A LOT OF MISTAKES ARE TAKING PLACE AT FORD. When asked about the two different color of lights on front of van I was told it was replaced to pass inspection and I asked how come both was not replaced and he said the other one worked fine and its only cosmetic. [redacted] stated that they had put a lot of new parts on van what is true but I think they stopped with the tie rod ends and fluid change due to the money they had already put in it. I called sale manager mark and he indeed said it had been wrecked but as far as the work I have done to it Im out of it. AS OF TODAY I HAVE SPENT in work on van $1980.50 plus $171.70 to make both front lights the same... All Im asking for is what I had to put in the van on November 6, 2014 $538.19 and 10% back off what I bought van for as it was false advertising, failure to disclose, dealer fraud, deceptive trade practices, Deceptive conduct (under the consumer fraud act). Now if you want to go under the tradesman act better known as Lanham act that a who other subject. ON THE FORD VEHICLE INSPECTION CHECKLIST THEY HAVE VAN LISTER AS GREE AND IT BLUE AND THE STOCK NUMBER WAS [redacted] ---I EVEN CALLED THE OWNER [redacted] BUT SHE WAS NOT IN SO I WAS TRANSFERRED TO [redacted] WHAT HAS NOT RETURNED MY CALL AS OF NOVEMBER 26 2014-----On the check list there is 172 items to be checked and their well over 14 items that this van does not have so how is it a 166 point check????Desired Settlement: All Im asking for is what I had to put in the van on November 6, 2014 $538.19 and 10% back off what I bought van for as it was false advertising, failure to disclose, dealer fraud, deceptive trade practices, Deceptive conduct (under the consumer fraud act)unless they want to throw in the 39.99 I had to pay for a car fax to prove they lied about said van

Business

Response:

Mr [redacted] purchased this vehicle AS-IS and it passed state inspection. He elected to have some work done to the vehicle due to mileage and use. Now he thinks we should pay for his upgrades to the AS-IS vehicle. Mr [redacted] was contacted by [redacted] (Used Car Sales Mgr) and offered to buy the vehicle back or a devaluation reimburstment, the customer declined our offer. This is a copy of the earlier response. Since then the DMV representative has been by the dealership and spoke with [redacted]. They talked about the advertising mistake and he said we offer to buy the vehicle back and the customer declined, there was nothing else to be done. DMV case has been closed. Should you have any questions, please do not hesitate to give me a call at ###-###-#### Thank you, [redacted]Director of Operations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.This is to inform every one that [redacted] call me on December 23,2014 and she has cut me a check in the amount that I was asking for. Thanks to her this matter is closed so now you can disregard and complain that was filled on Apple Ford of Lynchburg . I have received the check from them on December 23,2014. Thanks to every one involved but a big thank you to [redacted] and [redacted] in resolving this matter. Again no further actins need to take place. [redacted]

Review: Our vehicle was taken to Apple Ford almost 5 weeks ago to be repaired under warranty. After dealing with constant issues getting our vehicle repaired, the correct parts were received after a month of waiting only to have the dealership not begin work when their representative said they would but 3 days after the parts arrived. They then said they would begin and finish work on day 3 after the parts were received and that we could pick up the vehicle that day. After hearing nothing from them on the day the vehicle was to be ready, we called only to be told it wouldn't be ready until the next day. I have lost all respect for their time frame or word and any reputable repair place would have started on a vehicle they had had for nearly 5 weeks, the day the parts came in. My family has been homebound for 5 weeks and paying for an 8 seater SUV but have had a 5 seater rental that will not hold the 7 of us and we have a special needs child that can only ride in our vehicle. Getting our vehicle back ASAP was extremely important to us and Apple Ford completely disregarded our family and the fact that we have been without our much needed vehicle for 5 weeks. Pushing our vehicle aside to work on vehicles they haven't had in their position for over a month, is ridiculous and their lack of regard needs to be addressed and their practices when it comes to repairs, scrutinized.Desired Settlement: Apple Ford needs to be held accountable for their blatant repair time frame lies and their inability to complete repairs in a timely manner.

Consumer

Response:

They need to give a detailed explanation of why it has taken them so long to begin work on the vehicle they have had for a month. The warranty company is paying for a rental (albeit not a comparable one) and I'm sure they would love to know why they are paying for additional rental time. They also need to explain why they give false time frames and cannot seem to keep to their schedule they tell their customers. 1 month to put in a transmission is unacceptable.

Business

Response:

First, thank you for following up with me with the concern Mr. [redacted] had with our organization. I apologize for taking so long to write back. However, we reached out to Mr. [redacted] when we received this letter of his complaint. My service advisor, [redacted] spoke with Mr. [redacted] the same day we received the letter. Mr. [redacted] expressed his frustration with the Insurance company who was responsible in approving the work to be done on his vehicle. We were just as frustrated for him as we were for ourselves. I stood next to [redacted] as she conversed with Mr. [redacted]. He was extremely apologetic to her for taking his frustrations out on her. She was empathetic to his concerns and issues he had with his vehicle and his negative experience with his warranty company. We are doing everything we can for Mr. [redacted]. Unfortunately, our hands are tied too. We are being dictated by this warranty company who is telling us what we can and cannot do.

We are definitely on Mr. [redacted] side when it comes to addressing his concerns. The second transmission that was replaced in his vehicle, unfortunately, sounded and felt worse than the first transmission that was replaced. The insurance company said he had to drive it for 300 miles before we could do anything else to his vehicle. We are staying in touch with Mr. [redacted] as the mileage hits 300 miles.

Hopefully, we will be able to address all of his concerns.

Sincerely,

Nancy Huften

Apple Ford of Lynchburg, Inc

President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,