Auffenberg Ford North Inc

Complaint: ***
I am rejecting this response because I was never given any discount out of their own goodwillI was in fact told by *** *** the Service department manager that he would be dropping a check in the mail for the oil change, parts and labor, since I get free oil changes and have yet to receive thatThe itemized bill stated the parts for the repair were $300, which I could of purchased them for, and the labor was over $I am not sure where my situation was heavily discounted? Overall, I would of never taken my vehicle to a dealership to be repaired if it wasn't under warrantyMy husband is a mechanic and could of fixed this for under the cost of partsI brought it back to where I purchased the vehicle because I was told that it was covered under warranty by your employee on a recorded phone callThat is why I got stuck with this bill and completely blindsided*** *** agreed with me and said that there should be something that can be doneI would like to receive what was promised by your employees and not just pushed aside and ignored because no one wants to honor that now
Sincerely,
*** ***

I would, again, like to apologize for any inconvenience Mrs. [redacted] has experienced. We have mailed her a check to reimburse for the oil change and she should receive it shortly. We are considering this matter closed.   Sincerely, [redacted] Service Director

I would like to thank Ms. [redacted] for her business and apologize for any inconvenience she’s experienced. We did notice an error in the sale price of her vehicle, and have sent a credit of $1,000 to her lender which will be applied towards her principle balance. Ms. [redacted] signed a document at the time...

of delivery that indicated she understood she would be responsible for any and all inspections and their fees required by her state. Please let me know if I can be of further assistance. Sincerely,[redacted]Pre-Owned General Manager

Complaint: [redacted]
I am rejecting this response because:as the dealership stated I could return the vechile back for a 3% restock fee and this text was after the 3 day rule. The business tricked and lead me on and the deal did not finalize until 01/29 which was the date I was told to bring he truck back. The business sent paperwork the day I was there to return the truck and threated as a repossessed vechile if I did not take back. Prior to processing in this matter I would still want to resolve under the text messages the dealership stated as to return the vechile and pay 3% restock fee. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/22) */
Auffenberg Ford North did honor the listed internet price. We spoke to the customer on the phone and also sent the price to the customer in an email asking if they would like to buy the vehicle at the internet price. The last email we sent to...

the customer was at 3:25pm on September 11th , but he has yet to respond.


Thank you,
[redacted]
General Sales Manager

I would like to thank Ms. [redacted] for her business and apologize for any inconvenience she’s experienced. Any damage to the vehicle was shown in the pictures and the vehicle was priced accordingly with the condition.   Please let me know if I can be of further assistance.   [redacted]...

Pre-Owned Manager

Complaint: [redacted]
I am rejecting this response because: [redacted] fail to address conduct of Mr [redacted]. Well as who would be responsible for cost incurred as result of bring serviced at Affenberg service department considering vehicle was purchased with understanding heating was in working condition.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/28) */
We will reimburse Mr. [redacted] for the seatbelt repair. We will need for him to provide paid receipts for the work and parts. The second repair was not authorized by Auffenberg so we will not be reimbursing him for the repair of the CV axles. ...

Mr. [redacted] made the decision to have the repairs done without contacting the dealership. Also, if Mr. [redacted] would like to contact me and set up a time to come in we will fix the roof rack cover.

[redacted]
Pre-owned General Manager
Auffenberg Dealer Group

I would like to thank Mr. [redacted] for his business and apologize for any inconvenience he’s experienced. We offer our customers a 3 day/150 mile return window. Unfortunately, he made his request past that point. His lender has processed his loan. If he’s interested in trading his truck for a...

different vehicle, we would be happy to help.   Please let me know if I can be of further assistance.   Sincerely, [redacted] Preowned General Manager

I would like to thank Ms. [redacted] for her business and apologize for any inconvenience she’s experienced. We would like to reimburse her for the $25 late fee she incurred, and will mail a check to the address listed on the complaint. I would invite Ms. [redacted] to make an appointment with our service...

department to diagnose and address any maintenance concerns she has. We are unable pay an outside shop to perform work on her vehicle. Please let me know if I can be of further assistance. Sincerely,[redacted]Pre-Owned General Manager

We are unable to refund the emissions test fee as the test was performed and the vehicle passed.

Complaint: [redacted]
I am rejecting this response because:
1. They have not accepted the fact and response of returning the 2010 Ford and giving me the $3000 back as stated on text messages, cppied in the original complaint. 2. Have not returned the 2010 ford and giving money back and possibly purchase another car with the understanding of clean fresh deal made correctly with the correct paperwork, documents and loan. That means starting with zero balance from the 2010 car minus the 3% restock fee and $3000 cash back. Am willing to work with dealership under this understanding. 
Sincerely,
[redacted]

My name is [redacted], and I am the sales manager at Auffenberg Econo in Belleville, IL.  I would be happy to look over your contract with you, and would be happy to remove anything that you feel is of no value.  We certainly appreciate and value your concerns.  Please feel free...

to contact me at the number and extension below I will pull up the contract and we can proceed from there.  I am here from 9-8 Monday 9-8 Wednesday thru Friday and 9-6 on Saturday.  You can also feel free to stop by at your convenience we will need a couple of signatures and we can process your refunds.Thank you.[redacted]Sales Manager[redacted]

I would like to thank Mrs. [redacted] for her business and apologize for any inconvenience she’s experienced. Unfortunately, the catalytic converter is not covered under the terms of the warranty she purchased. We have attempted to trade her out of the vehicle, but could not come to agreeable...

terms. Please let me know if we can be of further assistance.   Sincerely, [redacted] Preowned General Manager

Initial Business Response /* (1000, 5, 2016/02/05) */
We have an appointment Friday Feb 5th at 6:30 pm with the customer to have the tires inspected by a third party to determine if the issue is cosmetic or a safety concern.
Thank you,
[redacted]
Preowned General Sales...

Manager

Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Have made the appointment and dealer will replace two tires. Although all three are dry rotted they determined two need replacement. All tires have a Dot code for year 2010. Have to get back with dealer after a few days.

We would like to thank Mr. [redacted] for his business and apologize for any inconvenience he's experienced. According to his statement, each time the vehicle was brought in for repair, the heat was working. If the problem persists our service department would be happy to help...

diagnose the cause. We are unable to pay an outside shop to perform work on his vehicle.   [redacted]Pre-Owned General Manager