AutoNation Ford Scottsdale

We would love to find a replacement vehicle for this customer, unfortunatly the specifications on what is accetpable havent been met. I will make sure my staff continues to look and I will personally call the customer.

Dealer is still waiting for the customer to submit the $1729 invoice so we can determine if the repairs performed would have been covered. Customer should send invoice to Gabe at [redacted] for consideration

I have reviewed the response 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.

Its the same old BS from the dealership. As a consumer I should not have to lift a finger to deal with title problems. I purchased the car from your dealership, not your finance company. Once you guys got paid you bailed out on any further service. I will be consulting with an attorney to recover damages caused by this. See you in court.

Regards, [redacted]

Finance Director Gabe G[redacted] is currently working to resolve

I have reviewed the response 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 belowMy issue with the Autonation Fiord does not feel resolved as it appears they will not acknowledge they missed diagnosed the repair, then tried to over charge for the repair and have low business morals. Again I took  my vehicle to another repair shop and visibly saw the part that Automation claimed  was broken and it wasn't. The new shop repaired the correct damaged piece for just over $200 and the vehicle now works fine. It is to bad in this day and age that there are businesses like Autonation ford who operate with low integrity. Their GMs response was not satisfactory.

Regards,[redacted]

I have reviewed the response 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.

Many false items in the response.  They didn't do everything in their power to resolve the issue.  They didn't even return my phone calls.  Furthermore the fact that they acknowledged the financing rate should not be tied to the warranty purchase shows me they are using fraudulent buisness practices. I would also like to know about the over charging for this service,  autonation sets the price and didn't comment on that important matter. Yes the company did state they would good will and send out a company to CLEAN the seat and then void the warranty. [redacted] would know this if she ever picked up the phone and called customers back.  This is not my or any other consumers idea of a fair handling of the situation. autonation continues to sell, overcharge, and use improper sales tactics in finance to take customers of their hard earned money. My next call will be to the attorney General.  

Regards,

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 until April 18, 2014 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Part was ordered, arrived and today, dealer contacted customer and will mail the part to them and pay another dealership to install it. Customer accepted.

I have reviewed the response 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.I took the part which they sent to the dealership to be installed. Unfortunately it is not the correct part. 

Regards,

This customer is in [redacted] Arizona is a title holding state so the lein holder had the title and wont release it as per stste law. I have no way to help with the[redacted]

I initially received a call from Greg and emailed the requested information/documentation  again. I asked in the email for him to confirm receipt. Since that initial email I sent 4 other emails and left voicemails asking for...

him to confirm receipt of the documentation. I still have not heard back from Greg or Ford confirming receipt or an estimated time frame on my refund.Thanks,

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

In 2012 the customer brought his 2008 Ford Explorer to our service department with the complaint of air blowing out the right side of the dash. We replaced the vent door at that time. When the customer returned in September 2014, 2 years and 30,000 miles after the repairs were completed with the...

complaint of air blowing from the defroster. The customer informed the service advisor he believed the current problem to be the same as the previous issue even through the malfunction was occurring in a different area of the vehicle. The previous repair did come with a 12 month, 12,000 mile warranty that had since expired however; the service department did agree to investigate the problem at no charge to the customer.After inspecting the vehicle, our master technician diagnosed the current problem and determined it was not related to the 2012 repair. The new issue involved the defrost door, the top door in the evaporation case, not the vent door that was previously replaced. We gave the customer in estimate for $1500 to complete the needed repairs. This estimate included the 7 hours of labor needed to complete the repair based on the Published Service Labor Time Standards.The service department at our dealership strictly adheres to the manufacturers repair guidelines. We can not comment on other automotive repair centers guidelines or pricing. [redacted]General Manager###-###-####

[redacted]...

[redacted]

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.  Check received with a much appreciated gift card.

Regards,

Once we found out that the vehicle needed something in addition to the original part we ordered for the door, we called the dealership that the owner selected and authorized them to order whatever the vehicle needed to resolve the concern. We also told the owner that we authorized them to fix whatever it is and bill us directly. Although this is a difficult situation with interior trim damage to his new vehicle, we are doing and authorizing anything the Customer desires at any place of his choosing to remedy the interior damaged door trim. He has stated he will not travel back to our store so we made arrangements to have the repair performed at a dealer of his choosing and we are paying that dealer directly. If there is something else needed to remedy this injustice, please let us know and we will address it.

After receiving the notice sent by the [redacted] regarding the customer’s complaint we proceeded to research the claim. The customer did cancel his warranties on April 21, 2014. We then followed proper internal procedure and submitted the cancelations per the customers request and advised him his lien...

holder would receive the refund in 4-6 weeks. Unfortunately, due to an internal error the cancellations were not completed. This error did go undetected until now. Upon discovering this oversight we immediately completed the cancellations and overnighted a check to the customer’s lien holder. We do sincerely apologize to the customer for this delay. We were unaware the problem existed until the 19th and acted swiftly to contact the customer the same day to resolve the problem.

we will make another attempt to contact the bank on the customers behalf.

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

On July 8th, 2014 the customer, [redacted] purchased a 2010 GMC Sierra. At the time, the truck was in our service department to receive a tune up. We delivered the truck to the customer‘s home in Flagstaff the following day.Mr. [redacted] used his own finance company to purchase the...

vehicle. Mr. [redacted] was also given the chance to purchase a warranty on his new truck outside of the financing he had previously obtained. The vehicles manufactures warranty had expired. Mr. [redacted] chose to purchase a warranty offered by Mileage Plus at 0% for 12 months. To receive this financing offer the customer is required to make a down payment of ten percent of the total cost of the warranty AND set up a monthly bill pay that will be automatically withdrawn every month. Mr. [redacted] informed the finance manager he did not have the card in his possession to set up the automatic payment withdrawals. The finance manager made it extremely clear to the customer we could not submit the warranty until we had the payment information. He encouraged Mr. [redacted] to contact us immediately with his chosen form of payment and accepted the tem percent down payment. Mr. [redacted] was fully aware the warranty was not, and would not be in place until the payment information was received.On July 9th, 2014, the salesman, followed by a transport driver, drove the truck from our dealership in Scottsdale over 100 miles to the customer in Flagstaff. During this drive the salesman did not have one issue with the truck. Upon arrival the customer inspected the truck and took possession of the vehicle.On July 11th Mr. [redacted] contacted the finance manager on his cell phone to inform him the check engine light had been activated. The finance manager advised him to return the truck to the dealership’s service department to be inspected. Mr. [redacted] declined saying this was not possible due to his work schedule.The sales manager instructed Mr. [redacted] to take the vehicle to the local Chevrolet dealership. The dealership, Terry Marxen Chevrolet Cadillac inspected the truck and made $408.62 worth of repairs they deemed needed. Our dealership paid the total bill on behalf of the customer and the truck was once again returned to Mr. [redacted].During this process the finance manager repeatedly asked Mr. [redacted] for the payment information needed to get the extended warranty in place. Mr. [redacted] continuously ignored these request.Mr. [redacted] again had mechanical trouble with his truck. Upon further inspection at the local dealership, they claimed the vehicle needed additional repairs. Mr. [redacted] contacted our finance manager once again to inform him he did not wish to pay for the warranty without a guarantee the warranty would cover the repair. We informed Mr. [redacted] that was not possible to make such a guarantee.While we sincerely apologize to Mr. [redacted] for the situation he is in, we have made numerous attempts to help Mr. [redacted] obtain an extended warranty for his vehicle. We acted in good faith by paying a $408 service bill on his behalf and offering to have the vehicle looked at in our service department. As you can clearly see outlined above Mr. [redacted] did not complete the purchase of the warranty thus does not have the coverage on his vehicle.

Ford Scottsdale will be handling this directly with the customer.  The customer has been notified. He will be receiving the money sent directly to his address.
Thank you for your time,
Darren T[redacted]