Auffenberg Ford O’Fallon

Complaint: [redacted] I am rejecting this response because: Why would I or anyone for that matter pay over $2,for a warranty that would not last 10k miles? That was not what was explained to me when I made this purchase or I would not have bought it Also, this a very dirty practice for your company if you sell this type of coverage to customers knowing the warranty may expire before it is even used The warranty was for years/60,miles I was past the mileage in three months after purchase.Also, I received a response from a person I was told could not help me When I spoke with the warranty company, they told me the policy that was entered into the system was as if I purchase my car a zero miles Everyone I spoke with at this company told me only [redacted] Hcould assist me and correct it in the system Sincerely, [redacted]

The coverage that Ms [redacted] purchased was up to 60,miles on the odometerIt was not for an additional 60,milesWe did not promise an additional 60,mile warranty on paper or verbally to herPlease let me know if I can be of further assistance.Sincerely, [redacted] General Manager

I would again like to thank Mr [redacted] for his business and apologize for any inconvenience he's experiencedWe strive to diagnose every vehicle completely and provide accurate quotes on repairsGiven our initial inspection of Mr***'s vehicle, we feel we have achieved that in this caseAgain, if he needs clarification on any of the repairs performed, I would invite him to give me a call Sincerely, [redacted] Service Manager

I would like to thank Ms [redacted] for her business and apologize for any inconvenience she’s experiencedThe combined income from both her jobs was used to qualify her for financingDuring the lending bank’s final approval process, they called to verify employment and discovered she had parted ways with one of her employersUnfortunately, the income that she makes from her remaining job is below the minimum threshold to obtain financingWe attempted to help her by switching to a less expensive vehicle and by attempting to add a cosigner, but neither of these solutions worked outMs***'s trade in was sold at auction while all of this transpiredTo rectify this we proceeded as stated on all of the paperwork that she signed, and refunded her all of the down payment and trade value by checkHer trade in has been paid off 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 purchase and apologize for any inconvenience she’s experiencedWe have come to a repair agreement with her Sincerely [redacted] Pre-Owned General Manager

Complaint: [redacted] I am rejecting this response because: I had to pay for a tire and to be towed...All I'm asking for is to reimburse me for my services I have my receipts Sincerely, [redacted]

I purchased the vehicle in October and started reporting the issue to them in June

Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ According to our service records Ms [redacted] 's Saturn was serviced by our Belleville Ford dealership on 11/20/for the power door locks not workingThe vehicle was repaired and the cost of repairs and rental were paid by the dealership On 12/22/the vehicle was is service for a bad starterThe repair and rental were covered by her extended warranty and she paid the $deductibleOn 05/08/her vehicle was serviced for a check engine light problemThe repair was not covered by her extended warranty, but the service department did adjust the bill in half as a good will gestureHer portion that she paid was $On 06/12/her car was checked in to service for an intermittent starting problemThe dealership was unable to verify the problem, so she was not charged for the shop time or the days she was in a rental If Ms [redacted] feels she has spent too much out of pocket for repairs and would like to trade the car in for something else please have her contact me [redacted] Pre-owned General Manager XXX-XXX-XXXX [redacted] @auffenberg.com

Complaint: [redacted] I am rejecting this response because:This response is less than their original - another example of Auffenberg not standing behind their words.The original response from my salesman was that I could drop the car off, take a loaner car and come back when the car was fixed. I do not have the time to stay and wait on them to fix the car. I need to be able to drop the car off and come back when it is fixed. This was the original response. I only deferred accepting this offer in lieu of a check because it seemed simpler for everyone. I will not accept something less. I only resorted to the BBB because after two weeks of they still would not answer the question of whether or not they would send a check for the cost they quoted the repair was worth. Sincerely, [redacted]

Sound good? I would like to thank [redacted] for her business and apologize for any inconvenience she’s experiencedWe have mailed her a check to cover the replacement cost of the battery and are in the process of securing her copies of the owner’s manualsPlease let me know if I can be of further assistanceSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/25) */ We apologize for an inconvenience Ms [redacted] may have experienced with AuffenbergWe have mailed a check for the CB to Ms [redacted] as requestedThe check has been received and cashed, we feel the case can be determined closed at this time Thank you, [redacted] Preowned General Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I would like to thank Mr [redacted] for his business and apologize for any inconvenience he’s experiencingMr [redacted] was charged for diagnosis, the replacement of his fuel filter, and the cleaning of the distributor cap contactsHe was advised that his EGR valve and emissions tube would need to be replaced, but declined to have the repairs performedUntil these items are repaired, no further tests on this system can be performedAt this time, we are unable to repair his truck without chargeMr [redacted] is invited to give us a call or schedule a service appointment online should he have any further needs to be addressed [redacted] ***Service Director

Complaint: ***
I am rejecting this response because: I initially informed Auffenberg Ford that the problem was a noise my transmission was making and that it needed the workThey did not work on the transmission. I took my car to another shop and they quickly diagnosed the problem and replaced the transmission. I was led to believe by Auffenberg that their repairs would fix my car and that was not true
Sincerely,
*** ***

I would like to thank Mr*** for his business and apologize for any inconvenience he’s experiencedWe have reach out to him personally and are working to resolve the issue. Sincerely,*** ***Ford Belleville General Manager

We have no problem assisting in transportation, at the our expense, while the brake and rotors work is being performed. *** ***

I would like to thank Mrs*** for her purchase and apologize for the inconvenience she’s experiencedThe vehicle was sold, “as-is,” with no warranty, and over 148,milesAcceptance of this was indicated by the customer’s signatureThe lower radiator hose failed approximately 5,miles
later and because the engine was driven hot, it also failedWe offered several options, including trading in the vehicle, but the customer made the decision to replace the engineWe apologize for the delay in repair, but parts availability or faulty parts are beyond the dealership’s controlWe have fulfilled our obligation for the transactionAuffenberg will not be responsible from this point forward. *** ***Pre-Owned General Manager

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
Sincerely,
*** ***

We have resolved this issue with the customer directly.Thank you,*** ***Pre-Owned General Manager

The coverage that Ms*** purchased was up to 60,miles on the odometerIt was not for an additional 60,milesWe did not promise an additional 60,mile warranty on paper or verbally to her. Please let me know if I can be of further assistance.Sincerely,*** ***General Manager

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
Sincerely,
*** ***