Auffenberg Ford O’Fallon

I would like to thank Ms*** for her business and apologize for any inconvenience she’s experiencedHer vehicle is in our service department right now and has had the throttle body replaced based on the code we readThis was covered by her extended warrantyTo date, we have been unable to
duplicate the problem of her vehicle dyingWe will continue to work with Ms*** to make the repairs necessary to her vehicleIf she's interested in exploring her options for trading her vehicle, I would invite her to contact our new car sales manager, *** ***, at *** *** Please let me know if I can be of further assistance Sincerely, *** *** Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and this resolution is satisfactory to meIt has been disappointing to me that I needed to resort to filing a complaint with the Revdex.com for a response, however, I am grateful for the support the Revdex.com provides in matters like this.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/09) */
The tires were inspected by Auffenberg when the car was serviced and were found to be safeMr*** also had the tires inspected by Dobbs Tire and Auto for his Missouri Safety InspectionHe was told that the tires were safe and pass
inspectionAt this time it appears that new tires are a preference and not a safety concernWe have informed Mr*** that we will not be replacing his tires
Thank you,
*** ***
Preowned General Sales Manager

We appreciate Ms***’s continued business and apologize for the frustration she is experiencing with her vehicleWe have performed both in house and independent tests on her vehicle and cannot
find evidence of water leakageOur detail shop attempted and was unable to remove the stains on her seatsDigital images were sent to Ford Motor Company of the stains and they determined that it was not a warrantable issue and declined to replace the seat coversAt this time we have followed all Ford Motor Company warranty procedures and guidelines and are unable to assist Ms*** further with this issuePlease let me know if I can be of any further assistance on this matter*** *** Service Director

Initial Business Response /* (1000, 6, 2015/12/07) */
I apologize for any miscommunication Mr*** may have experienced with our dealership in availability and pricing of the vehicle he was interested inI would be happy to speak with Mr*** to try resolving this issuePlease have
him contact me directly at XXX-XXX-XXXX ext***
Thank you,
*** ***
General Manager

I would like to thank the *** for their business and apologize for any inconvenience they have experiencedWe would like to invite them to make an appointment with our service department so we can determine the cause of the failureOnce the vehicle has been inspected, we
can discuss their options

I would like to thank Mr*** for his business and apologize for any inconvenience he’s experiencedHis cancellations have been processed and a check has been sent to his lienholderIf he has any further questions, please give me a call directly: *** Sincerely, *** ***
Finance Manager

Initial Business Response /* (1000, 8, 2015/09/08) */
We have reviewed the issue and it was a misunderstanding between the Salesperson and the ManagerWe have ordered the customer the desired vehicle and the issue has been resolved
Thank you,
*** ***
General Sales Manager

Initial Business Response /* (1000, 5, 2015/11/05) */
The issue has been resolvedThe vehicle has been repaired and passed Missouri Safety and Emmisions InspectionsThe customer is now satisfied
Thank you,
*** ***
Preowned General Manager
Initial Consumer Rebuttal /* (3000, 7,
2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, the issue is not resolved and I am not satisfied at allAfter being told the car was finally finished being repaired, I made the drive to Auffenberg in Belleville, Illinois again on Tuesday the 3rd, only to find out the car hadn't even received repairs to address the original issue - the steering columnAuffenberg took the Malibu back in for repairs and I haven't received any updates about the status yet, almost three days laterRegardless of the repairs that needed to be made to the car, the overall concern here is the fact that the Malibu I purchased was sold to me in a condition that would fail a safety inspection- regardless of which state administered the inspectionThat broken spring would have caused the car to be ineligible for proper registration and would have cost me time and money to have resolved, which is currently is, whereas if the car had been properly handled prior to be putting up for sale, this whole situation could have been avoidedI'm still extremely upset and leave my original desired solution in place: a different car with equal or lower mileage, or a full refund and the contract voided

I would like to thank Mr*** for his business and apologize for any inconvenience he’s experiencedHis vehicle presented with a severe shudder and our advisor quoted him for a clutch replacementUpon further inspection of the vehicle by our technicians, it was discovered that the vehicle would
need additional parts replaced, to which he agreedWe discounted the additional work by $We replaced the clutch, release bearing, and shift forks, and the shudder was resolvedHowever, the vehicle now presented with a concerning noise while shifting through gearsIt was determined that the noise was due to internal damage to the transmission caused by the shift forks that were previously stickingMr*** declined further repairs and picked up his vehicle If Mr*** needs clarification on any of the repairs performed, I would invite him to give me a call and I would be happy to answer any questions he has Sincerely, *** *** Service Manager

Initial Business Response /* (1000, 5, 2016/02/18) */
Contact Name and Title: *** *** Manager
Contact Phone: XXXXXXXXXX
We talked with the customer in regards to her missing documentShe has agreed to come to the dealership to pick up a check to reimburse her for the cost of replacing
the proof of registration
Thank you,
*** ***
Sales Manager

I would like to thank Ms. [redacted] for her business and apologize for any inconvenience she’s experienced. The combined income from both her jobs was used to qualify her for financing. During the lending bank’s final approval process, they called to verify employment and discovered she had parted ways...

with one of her employers. Unfortunately, the income that she makes from her remaining job is below the minimum threshold to obtain financing. We attempted to help her by switching to a less expensive vehicle and by attempting to add a cosigner, but neither of these solutions worked out. Ms. [redacted]'s trade in was sold at auction while all of this transpired. To 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 check. Her trade in has been paid off.   Please let me know if I can be of further assistance.   Sincerely,   [redacted] Preowned General Manager

Ms. [redacted] was informed at the time of delivery that the vehicle was sold "as-is" and they would have 5 business days to have the Missouri State safety inspection done. There is no paperwork required from the dealership for this. The Dealership assumes no responsibility for repairs the customer...

approved at their mechanic's shop. Auffenberg was not given the opportunity to address the concern at its shop prior to the repairs being completed. We would be happy to trade Ms. [redacted] out of the vehicle into something else if they are unhappy with the purchase.   [redacted] Pre-owned General Manager

We would like to thank Mr. [redacted] for his purchase and apologize for any inconvenience he's experienced. If he would like to make an appointment with our service department, we will replace the brake pads and rotors on his vehicle. We will cover the cost of parts and labor for this...

repair. Please let me know if I can be of further assistance. [redacted]General Sales Manager

Initial Business Response /* (1000, 5, 2015/09/10) */
The dealer was not prepared to make any additional repairs at the sales price quoted to you. The vehicle has since been wholesaled. We would be happy to try and help you find another vehicle that fits your needs in your price range. If you...

are still interested in finding another vehicle please contact me at XXX-XXX-XXXX ext. [redacted]
Thank you,
[redacted]
Pre-Owned General Manager

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

I purchased the vehicle in October 2013 and started reporting the issue to them in June 2015.

I would like to thank Ms. [redacted] for her purchase and apologize for any inconvenience she’s experiencing. The vehicle that she purchased was sold to her, “as is,” meaning no warranty was included. However, we have agreed to repair the issue with the transmission at no cost to her. Unfortunately, we...

are unable to cover the cost to repair the door locks. It is our understanding that she is able to lock the vehicle, but must do so manually by pressing the lock indicator/unlocking from the outside with the key instead of using her remote or electronic button inside the vehicle. If Ms. [redacted] would like a quote on the repair of the door locks, I would invite her to contact me directly and I will have a service representative give her a quote. Please let me know if I can be of any further assistance. Sincerely,[redacted] Pre-Owned General Manager

I would like to thank Mr. [redacted] for his business and apologize for any inconvenience he’s experiencing. Mr. [redacted] was charged for diagnosis, the replacement of his fuel filter, and the cleaning of the distributor cap contacts. He was advised that his EGR valve and emissions tube would...

need to be replaced, but declined to have the repairs performed. Until these items are repaired, no further tests on this system can be performed. At this time, we are unable to repair his truck without charge. Mr. [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

Sound good? I would like to thank [redacted] for her business and apologize for any inconvenience she’s experienced. We 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 manuals. Please let me know if I can...

be of further assistance. Sincerely,[redacted]