AutoNation, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. The business has offered to replace the defective vehicle with an equivalent one.  Thank you for your help. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Your request to cancel your Service Agreement and Premium Protection plans has or is in the process of being completed. We apologize for your inconvenience and look forward to assisting you in the future. [redacted]General Manager[redacted]

According to my sales consultant, he has sold Mr. [redacted] several vehicles in the past.  Mr. [redacted] actually drove the truck for several days prior to him deciding to go ahead and purchase it.  There was a noise that both the customer and our sales associate heard and Mr. [redacted] was...

told by our salesperson that he could take it to any mechanic and get the vehicle checked out.  Mr. [redacted] knew our salespersons brother in law and ask if he still had his shop.  Our salesperson did not specifically tell him to go to see this particular mechanic.  We have had the truck here and the truck needs a new engine.  Our salesperson has been looking for a replacement vehicle, something in the same price range but has not had any success.  Mr. [redacted] does have an appointment with both our Used Car Manager and the salesperson to try and get something worked out.  We will do everything that we can to make this right for the customer. [redacted]General ManagerAutoNation Ford South Ft Worth

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Although I do not dispute the stated repairs, the mileage at each repair, the offer by Mr. [redacted] to take the care to Corsicana Ford, the payment of the $300 service bill at the other dealership, nor my selling of the vehicle, I do dispute several other portions of the response.I have little doubt that Autonation had difficulty in identifying a "code" on the truck as the problem was intermittent as previously stated. However, I was also told on multiple occasions by the service tech that he was unable to locate an issue, had to call the Ford service hotline, and was working through "a series of things" that the hotline recommended to try to remedy the problem.At no time were any type of reports indicating "out of sink" sensors provided despite my asking. Likewise, other than the screen on the IPR being convex, no issues with the part were detected. The convection of the screen will not affect performance.Additionally, following the last service date, which was my attempt to sell the truck in perfect mechanical shape, I drove it straight to the new owner. The truck ran fine on the way to Corsicana and the INTERMITTENT issue did not return until later that evening.The truck was taken to an independent dealer, who dedicated the necessary time to identifying an intermittent issue and subsequently solved the problem.This should have been done by Ford. PERIOD.Thus, I want my money back and/or proof of the repairs they made being REQUIRED>
Regards,
[redacted]

I apologize for the extremely lengthy down time for your vehicle to be repaired. The 60 day warranty is a powertrain warranty to provide piece of mind to any customer purchasing a vehicle out of warranty from our store. The service contract that was offered to you at the time of purchase was an...

all inclusive policy that would have covered more than just the power train components. If this is something that you see value in, I would see to it that you were provided this coverage at the dealership’s cost. In the event that you feel as though you purchased a vehicle that was missed during inspection, or is not to your standards I would also be willing to provide you 100% of the purchase price as a trade in allowance on the vehicle of your choice or repurchase the vehicle for the sale price that you paid for it. If you are interested in doing any one time repairs on the vehicle I would also be prepared to provide those services at an internal cost to you. In an effort to stay competitive on the vehicle pricing, we try not to over recondition the vehicles therefore pricing them out of the market. I am extremely sorry for any inconvenience that this has caused you and I look forward to serving you in whichever manor you should choose.  Thanks, Chris GradyGeneral ManagerAutonation Ford Mazda of Ft Worth817-370-5000

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.I want ALL contact stopped and not just the phone calls/texts and emails. I received another mailing last week. Please stop ALL contact! 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:First off I returned a vehicle I purchased from another dealer because it broke down less than 10 minutes after leaving the dealership. It was a pre-owned certified Chevrolet Used car with a 3 day, money back guarantee. I don't know of anyone that Wouldn't have returned it.  This has absolutely NOTHING to do with what I now believe was deception on the part of this dealership. I have kept all of the emails that CLEARLY show that they made a deal and then backed out of it. To blame their actions on the customer is unacceptable. I was disappointed and unhappy with their response or lack thereof before, now I am just plain angry that they would accuse me of misunderstanding the deal. If it hadn't been in writing that may have been the case but since it is...there is no doubt. In addition  "we followed up the following day giving Mr. [redacted] an opportunity to reconsider his understanding of the conversation". just plain did not happen. Natalie had the nerve to call me and ask if I would consider a lower priced Malibu LS, parroting what her manager had tried to do the day before. I informed her at that time that her calling was ridiculous.It is very appearant that someone is simply trying to cover their you know what at this point. I will now do whatever it takes to bring this to the attention of Autonation corporate, GM and anyone else that I feel needs to be made aware of these dirty tactics. I'd be happy to forward the emails to the responsible parties since it looks like they just want to deny they exist.
Regards,
[redacted]

Our team apologized profusely for any for any part they played in the misunderstanding at the time of the incident, in fact we followed up the following day giving Mr. [redacted] an opportunity to reconsider his understanding of the conversation. While we certainly...

don't want to confuse any customers sometimes clients have soooo much information from so many sources that it can become confusing. We clearly document all transactions by presenting a written sales menu to the customer disclosing all pertinent pricing - rebate - taxes and fees in addition we include APR Term and down payment examples. Mr. [redacted], prior to visiting our dealership, purchased a vehicle from a competitor and subsequently took the vehicle back demanding that the deal be unwound. We were made aware of this and proceeded cautiously so as not to duplicate his experience with the previous dealership. We feel that our salesperson articulated clearly that we could not match the price Mr. [redacted] had seen in an online ad at another dealership. There would be no reason to intentionally deceive Mr. [redacted] after clearly telling him he had found a "better" price than we could offer. We value every opportunity to help families with their transportation needs and educate our sales team members assist guests with integrity and transparency, it is disappointing that Mr. [redacted] feels we have come up short in his case.

Complaint: [redacted]
I am rejecting this response because:Again, if you see the document, from AutoNation, and notice the date and time. I can prove that it was known well in advance of me showing up on the lot.[redacted] And [redacted] are very aware, and if they say differently, then I want it stated, under oath.The time stamp don't lie.I had sent a request of items to reflect the projected increase in interest rates, insurance rates, job opportunity. I felt it was fair, but also if you would have given me a legitimate counteroffer, I might have considered it. That form you speak of, it's a MANDATORY form, to combat terror. It's a form that ANYONE has to sign. It's almost an entrapment. Again, I will not accept failure to communicate between departments. I can prove [redacted] was aware, it was his and AutoNation job to protect me, the customer. You did it for greed, to see if you could go through one of YOUR lenders. That's how you make money.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was only offered a loaner the first 4 days it was in the shop.  Yes its very unfortunate that you falsify certified vehicles.  
Regards,
[redacted]

After reviewing the paperwork and speaking with the customer, it is apparent that we should have been clearer with the customer on what our intentions were. The customer’s husband did in fact come in with a preapproved loan and agreed to numbers. We submitted the final numbers to the bank for the...

approval and it was denied for being roughly $600 over the approval. It was the customers understanding that the vehicle would be sold for the original approval amount. She was then asked for her credit information in hopes that we could find another lender to finance the entire amount. When she was submitted several banks followed suit running credit inquiries. I spoke with Mrs. [redacted] and explained to her that I would do anything that I could to help her situation. However, I would not be able to tell the credit agencies that I pulled her credit without her consent. I understand how frustrating this is and I gave her my name and number, so that I could do whatever necessary to help her.
 

[redacted]
General Manager
Autonation Ford Mazda Ft Worthv

Mr. [redacted],  Thanks for sharing this information but we have been clear from the outset that we have documentation that you authorized our actions in writing and we have done nothing wrong. Further we have asserted that your assumption we would not submit your information for consideration to...

multiple lenders was not communicated to any of our staff until after the inquiries were made. We have been patient to this point trying to convince you we are willing to assist you and you have refused to provide the necessary document requesting our assistance. You have moved on from requesting assistance to now providing a list of things we must give you to "make it right": • A New set (4) LS-2 P275/55R20 Good Year tires (Manufacturer type) same as original installed. Don't need off road, just all weather road tires. • Coupons for 36k and 72k major service (transmission flush, coolant, A/C, etc.) • 50% off labor, replaced parts at your cost (+10% of cost) of any repairs up to 120,000 miles. • 150 gallons of gas We furthermore agree with the statements made by Mr. [redacted] from NBC…. "I think at this point you might want to consider following up with AutoNation’s request to email the credit bureaus concerning the error. Having dealt with many complaints and cases involving credit reporting errors, I can say this is likely your best method of getting this resolved. It will not necessarily accelerate the process if NBC 5 gets involved at this stage, and could possibly complicate matters further." "Again, I cannot advise whether you should or should not do this, but please let me know what you decide to do, and if you ultimately "rewind" and both parties back out of the purchase agreement." Not sure why you are resisting our help and at this point any further investment of time is not warranted unless you change your mind about allowing us to help you. Regards, [redacted]
General Manager AutoNation Chevrolet NRH

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve Thank you for your quick response.I am open to the service contract option. Additionally, at the time of purchase, I wasn't told that this is just a powertrain warranty. If I was made aware of this, I wouldn't have bought the car without an inspection. I basically trusted the Automation brand. In fact I didn't receive the warranty document for month and a half. I think you should cover these repairs. I don't want to return my car because outside of these repairs, I like the car. I also don't want to go through the process of buying another car.The remaining repairs areLeaking front shocks, faulty throttle actuator, faulty rain sensor, and faulty TPM sensor.
Regards,
[redacted]

2. After reviewing the complaint, inidcate its current status in your response: ___X__ We have settled the complaint to the consumer's satisfaction  _____ We intend to settle the complaint (state date) _____ We feel this complaint is unjustified _____ None of the above fits this situation

The letters were printed on letterhead by our CFS Director [redacted] and mailed to the address that we have on record for the customer.

The customer brought their vehicle in for transmission repairs in Oct. 2015 with 127k miles, we performed a solenoid repair at that time. Customer returned in November for transmission concerns, we replaced several components in the transmission. Customer came in several times after for other...

repairs unrelated to transmission. Customer came in April 2017 142k miles for drivability issues, we ( AutoNation ) replaced the transmission with a used transmission as a goodwill gesture related to previous transmission repairs. Customer brought vehicle back in Match 2018 152k miles with transmission concerns, it was diagnosed that third gear has gone out in the transmission requiring the transmission to be replaced, the used transmission came with a 90 day warranty which has expired. Customer would be responsible for replacement of new or used transmission at this time. Customer declined repairs and picked up vehicle.

Our check Guarantee company was waiting for proof that the down payment check had cleared the bank. When we had confirmation we reimbursed our customer their down payment and the NSF fees. We are sorry for the delay.  Tell us why here...

Complaint: [redacted]
I am rejecting this response because:As usual, I get someone different. I am still awaiting the document from Financing that will show the times the inquiries were ran. I have a right to them.
Regards,
[redacted]

Mr. [redacted],Financing has been finalized and his issue has been resolved.Thank you,[redacted]
AutoNation Ford Mazda Fort Worth