AutoNation, Inc.

Initial Business Response /* (1000, 6, 2017/02/20) */
Received a nasty letter from the consumer via fax bad-mouthing our company and customer serviceI immediately called and left a voicemail for him as well as sent an email to resolve the problemTurns out his original emails didn't get through
which is why we didn't respond immediatelyHe thought one of our products wasn't working so we planned to send him out a new oneIt was supposed to be sent via USPS, but a couple days later I found out it was still sitting in the warehouse, so I cancelled the USPS shipment and had it sent out via F2nd day airAlso responded to his email on that day letting him know he should receive it by that WednesdayTurns out he did receive it, but not before he decided to badmouth our company again, this time to the Revdex.comAfter reading the latest complaint, I left him a voicemail and suggested that he return the product to where he bought it and get his money back and purchase a different brand
Initial Consumer Rebuttal /* (2000, 8, 2017/02/21) */
I did finally receive a replacement egg turner after sending yet another e-mail to the company - it was even sent FedEx AirI am having excellent results with the second incubator I purchased - but the first one, even after running days empty (after moving the eggs over to the new one) still gave a huge temperature swing from degrees to without being touched or opened
I may have been a little harsh, seeing the results I'm getting with the second one I purchasedI am going to attempt to resolve the issue with the company as we are having excellent results with the second one we purchasedThe first one was nothing but a painHopefully the replacement they send will be of the same quality

Customer has been taken care of and satisfiedThanks, *** ***

We believe that AutoNation Ford has gone above and beyond trying to help resolve this issueTwo Ford stores agreed on the diagnosisWe still paid for a rental bill on a truck he no longer ownsI am sorry but our decision was fair and stands

We regret that Mrs*** has experienced mechanical issues with her Mitsubishi LancerAfter review the dealership fully disclosed all materials related the purchase and no other warranties are available or have been impliedWe have offered Mrs*** an opportunity to purchase a New Car at
a dramatically reduced priceWe have financing arranged for Mrs*** and her Co-X providing they can provide proof of the required stipulations from the bank.*** ***General Manager AutoNation Ford Mazda Fort Worth***

Complaint: ***
I am rejecting this response because:I disagree with the response because the respondent was not a employee during the time in which my repairs occurred
Regards,
*** ***

We did sell her a vehicle back in July 2015. The only phone calls or email she would have received would be scheduled follby Compass. I can go into Compass and make sure this stops and she will not be bothered again *** ***

Unfortunate situation that the fuel injection system had a intermittent problem that was very difficult to diagnosis and reproduce resulting in multiple repair attemptsWe have repaired the problem under the CPO warranty at no cost to the customer and provided a loaner
vehicle while the Traverse was in the shopWe have returned the vehicle to the customer and apologize for any inconvenience

Initial Business Response /* (1000, 5, 2015/12/02) */
Contact Name and Title: Ben *** President
I was not aware of this situation with customerWe will send out a refund check for #however, we have not found any issues with our quality issues with our incubators to this affect
Ben
***
President
OFFER:
Refund check being sent out -
Initial Consumer Rebuttal /* (2000, 7, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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.
Regards,
*** ***

we have purchased the vehicle from ***

In an attempt to do business with *** *** regarding the purchase of a Chevrolet Impala, we at AutoNation Hyundai North Richland Hills had her personally fill out and sign a Credit Application so that, on her behalf, we may obtain her financing for said vehicle. In
the interest of finding her the most aggressive interest rate and term available we sent her information to several of our lender institutions. Each bank pulls her credit individually to score it in their system and try to earn her financing. Each of the credit pulls results in a hard inquiry to her credit report. Without proper documentation requested by the lender, we were unable to secure financing at this time. The General Manager, Jerry Snyder, has personally contacted the customer to see if anything has changed on her behalf, to help us secure her financing. Regards, *** ***Finance Director

It shows on my end that all products are canceled on our end

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***
I sent numerous emails to Mr*** regarding how he could help me resolve the issueI even went as far as drafting up the letters so that all he had to do was prof read, sign and email the letters back to me. I gave him business days and have yet to hear back from himEven after following up on separate occasionsI have email documentation. If I do not her from him, I will be contacting the AG office along with the consumer Financial Protection Bureau

This is the response for the Revdex.com complaintThis customer drove it to Corsicana and sold it to another personthat person drove it and it started having problems well after our repair which there was no codes verified by Ford stores for the repair he is claimingHe doesn't even own the truckwe
out of good will paid over dollars which included a rental car for the other owner and the diagnoses fee to the Ford store in CorsicanaWe feel that we have gone above and beyond trying to help this customer on a truck he doesn’t even own any more
** ***
General Manager
AutoNation Ford Arlington
***
***
***
-----Original Message-----
*** *** ***
Sent: Wednesday, June 10, 8:AM
*** *** **
Subject: FW: FICM
*** ***
*** *** (Has since sold vehicle to *** ***)
Fwith 123,miles AutoNation Ford, Arlington work on March 19,2015, 121,for a No throttle response / Engine surgeThere were no code present and we found the ICP Sensor voltage out of range during the pinpoint testReplaced the ICP and road tested miles with no further issueOn April 21,2015, AutoNation Ford, at 122,no codes present upon inspection found the engine oil aerated recommended oil change, which was completed and returned to customerOn April 27,2015, 123,AutoNation Ford Arlington again had vehicle for No Throttle response, again no codes were present, run OASIS and found SSM and removed the IPR valve for inspectionFound screen sucked in and debris on screenReplace IPR valve and test drove vehicle for miles with no issue
On or about the first of May customer called me and explained he had sold the vehicle and the new owner had called him with the issue of the surge and lack of throttle responseThe new owner was located about miles from Arlington and I agree to contact Brinson Ford in Corsicana TXto take a look at the vehicleOn May 6, 123,miles New Owner, *** *** took to Brinson Ford they tested it for days and milesThey did find codes of *** and ***New owner said might surge one time all dayThey ran Data Logger and could not get the vehicle to act upOwner pickup vehicleAutoNation Ford paid this repair
On May 30, ex-owner *** *** call wanting AutoNation Ford to cover the FICM repair an diesel shop had said to be causing the issue with the vehicleI declined and he spoke with our GM
*** ** ***
Service Director
*** *** ***
*** ** ***
***
*** Revdex.com*** ***
*** *** *** ***
*** ** ***
Dear *** *** *
This letter is in regards to your complaint submitted on 6/8/9:38:PM against AutoNation, Incand assigned complaint ID ***
The business response is either below or attached. You have calendar days to submit your response back to the Revdex.comIf no response is received, we will assume that your complaint has been resolved
The text of your dispute may be publicly posted on the Revdex.com website (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information in describing the nature of your complaintBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessRevdex.com may redact your complaint to protect privacy rights and to remove inappropriate language
If you have any questions, please contact us at *** between 9:a.mand 4:p.mor by email at [email protected]
Regards,
*** ***
Dispute Resolution, Ad Review
*** *** ***
MESSAGE FROM BUSINESS:
This is the response for the Revdex.com complaintThis customer drove it to Corsicana and sold it to another personthat person drove it and it started having problems well after our repair which there was no codes verified by Ford stores for the repair he is claimingHe doesn't even own the truckwe out of good will paid over dollars which included a rental car for the other owner and the diagnoses fee to the Ford store in CorsicanaWe feel that we have gone above and beyond trying to help this customer on a truck he doesn’t even own any more
** ***
General Manager
AutoNation Ford Arlington
***
***
*** -----Original Message-----*** *** *** Sent: Wednesday, June 10, 8:AM*** *** **Subject: FW: FICM *** *** *** *** (Has since sold vehicle to *** ***) Fwith 123,miles AutoNation Ford, Arlington work on March 19,2015, 121,for a No throttle response / Engine surgeThere were no code present and we found the ICP Sensor voltage out of range during the pinpoint testReplaced the ICP and road tested miles with no further issueOn April 21,2015, AutoNation Ford, at 122,no codes present upon inspection found the engine oil aerated recommended oil change, which was completed and returned to customerOn April 27,2015, 123,AutoNation Ford Arlington again had vehicle for No Throttle response, again no codes were present, run OASIS and found SSM and removed the IPR valve for inspectionFound screen sucked in and debris on screenReplace IPR valve and test drove vehicle for miles with no issue On or about the first of May customer called me and explained he had sold the vehicle and the new owner had called him with the issue of the surge and lack of throttle responseThe new owner was located about miles from Arlington and I agree to contact Brinson Ford in Corsicana TXto take a look at the vehicleOn May 6, 123,miles New Owner, *** *** took to Brinson Ford they tested it for days and milesThey did find codes of Pand PNew owner said might surge one time all dayThey ran Data Logger and could not get the vehicle to act upOwner pickup vehicleAutoNation Ford paid this repair. On May 30, ex-owner *** *** call wanting AutoNation Ford to cover the FICM repair an diesel shop had said to be causing the issue with the vehicleI declined and he spoke with our GM. *** ** ***Service Director *** *** *** ** *** ***

We stand by our previous statement

I believe the complaint is with out merit other than our inability to explain to the customers satisfaction that this is a different problemMr*** 2006, 120,mile Cobalt was brought to us with multiple symptomsAfter diagnosing the problem it was found the TCM was not properly
communicatingThe technician verified proper power and ground at the TCM indicating, using the diagnostic tree provided through Chevrolet that the TCM was the failed partThe part was authorized to be replaced and the vehicle passed quality control test drives and was delivered back to the customer no longer exhibiting the symptoms Some miles later similar problems occurred and the customer brought the vehicle back into usUpon diagnosis it was found that the TCM is communicating but the failure code now shows the problem to be an internal problem with the TCC Solenoid being inoperativeTear down will be required to properly fully diagnose and repair the problemMr*** feels this is the same problem as beforeGiven the nature of the symptoms one can clearly see how difficult it would be to communicate to a customer this is something different the original problem because "the Tech scan tool" says soOur inability to convince Mr*** that this is a different problem is our only failure hereThat said we never want one of our valued guests and customers to feel that they have been taken advantage of in our shop and in that spirit I would offer Mr*** a full refund on the original repair of $if it will settle the complaint to Mr*** complete satisfactionI ask that Mr*** contact me personally at *** *** *** to confirm this would settle this issue to his complete satisfaction *** ***General ManagerAutonation Chevrolet*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my dispute.I agree that two Ford dealerships misdiagnosed, or more accurately, failed to diagnose the issueHowever, I was a customer of Autonation Ford, while Autonation was a customer of Corsicana FordAs I have attempted to resolve this issue via several means, not to include the legal system, I will afford Autonation one final opportunity to settle the dispute in the form of a $refundIf Autonation declines, which is obviously thier prerogative, I will consider legal action
Regards,
*** ***
Revdex.com*** ***
*** ***
*** *** *** *** ***
*** ** ***
Dear *** *** :
As a service to your business, this letter is in regards to a consumer complaint submitted to the Revdex.com about your business on 6/8/9:38:PM by *** *** and assigned complaint ID ***
Your customer has rejected the business' response. For your convenience, a copy of the customer's response is below To expedite this matter, please respond back to the Revdex.com within days of receiving this notice
In the Revdex.com's experience, the following tips often help foster trust in a business:
* Acknowledge customer concerns
* State the facts as you see them and avoid emotion
* Explain the actions you have taken to resolve concerns
Please understand that the customer's dispute and your response could be publicly posted on the Revdex.com website (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this customer. The Revdex.com may redact the dispute of your response to protect privacy rights and to remove inappropriate language
If you have any questions, please contact us at *** between 9:a.mand p.mor by email at ***
Regards,
*** ***
Dispute Resolution, Ad Review
*** *** ***
MESSAGE:
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my dispute.I agree that two Ford dealerships misdiagnosed, or more accurately, failed to diagnose the issueHowever, I was a customer of Autonation Ford, while Autonation was a customer of Corsicana FordAs I have attempted to resolve this issue via several means, not to include the legal system, I will afford Autonation one final opportunity to settle the dispute in the form of a $refundIf Autonation declines, which is obviously thier prerogative, I will consider legal action
Regards,
*** ***

As discussed when we purchased your vehicle we will not tender the equity check until we have the titleWe did indeed payoff the vehicle - received the title in the afternoon mail yesterday postmarked 04/08/The mail will be processed to accounting this morning and you should have your check
today.This is our standard processed, we apologize but as we clearly explain at the time of purchase the date the title is mailed and the receipt date is beyond our control.We will call later today when the check is preparedI have attached a copy of the envelope and postmark.Please email me personally the best number to reach you or your wife *** Thank you,*** ***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.On April 3rd, 2017, *** *** and I,*** ** *** reached a mutual agreement.This agreement is in regards to a dispute that arose from my purchase of a Chevy Silverado, on March 3, 2017.*** *** has been professional and courteous in his approach to a resolutionThus, here we are here today.
Regards,
*** ***

The extended service agreement would have commenced upon day of purchase with 41,milesThe coverage that the customer is referring to is simply the powertrain warranty offered by the factory as the customer purchased a full service contract covering the entire vehicle for up to 75,
milesI will have our CFS director contact the customer to alert them of this and explain further