Barsness Service Group, Inc. DBA

Dear *** ***,
I got this statement off the credit bureau web site, the only reason we submit a application to a few lenders at a time is to find a good rate for the consumer, the inquires we made does not affect the credit score for the customer, we cannot remove these lenders from her credit
file
If you apply for several credit cards within a short period of time, multiple inquiries will appear on your reportLooking for new credit can equate with higher risk, but most Credit Scores are not affected by multiple inquiries from auto, mortgage or student loan lenders within a short period of time
In regards to the value of the car we sold her, the selling price was $17,plus tax tags etc . The banks have a value of the car based on the Vehicle Identification number before they even approve a loan if it was over the value they would have had to put money down in order to get closer to the value they did not have to put any money down so what we sold the vehicle for was within the value of the car
If I can be of further assistance please do not hesitate to let me know
Regards,
Cindy C***
Jerry's Leesburg Ford

Dear *** *** *** did come into our dealership on April 12, and filled out a application to purchase a vehicle and it is our policy to submit all applications for credit approval. We submitted her applications to several lenders for approval on Monday April 13, 2015, after
*** *** decided not to purchase the vehicle we did not work the loan any longer. This statement is from the My Fico website which I am sure *** *** will find helpful and realize our bank inquires has little affect on her credit scoreFallacy: A score will drop if I apply for new credit.Fact: If it does, it probably won't drop muchIf you apply for several credit cards within a short period of time, multiple requests for your credit report information (called “inquiries”) will appear on your reportLooking for new credit can equate with higher risk, but most credit scores are not affected by multiple inquiries from auto or mortgage lenders within a short period of timeTypically, these are treated as a single inquiry and will have little impact on the credit score.If you should need any other information, please do not hesitate to contact me.Regards,Cindy C***JERRYS AUTO GROUP

***,I briefly spoke with the customer and I have spoken with our service manager Jeff G*** and he is going to get with Ford for them to help identify the problem with *** *** ***If *** *** wants to deal with Ford directly the number for him to call is
###-###-####. He should wait to see what our service manager gets resolved.If I can be of further assistance please do not hesitate to contact me.Thank youCindy C***

Initial Business Response /* (1000, 5, 2017/04/12) */
Contact Name and Title: *** *** (Owner)
Contact Phone: ***
Contact Email: ***
Dear ***,
As per our conversation on the phone on 4/12/17, We apologized for any miss-understanding during the phone call
you had with James during the quoting process
When you picked up your vehicle you admitted to having a miss-understanding on the phone about price, and we offered you a discount for the future repair of the left wheel bearing, to which you stated that it would be a few weeks until you made that appointment
During our phone call this morning (4/12/17) you requested a refund for $55, to which I agreedAt aprox11:A.M you came to the shop and received that refund
Initial Consumer Rebuttal /* (2000, 8, 2017/04/17) */
Update- The owner has called me and offered a refund

*** *** *** *** is correct the destination and deliver is included in the Window sticker, but he is not buying at the Window sticker priceThat is why we have this disclaimer:Jerry's Leesburg Ford prices include all available rebates, incentives and dealer discounts, but Jerry's
Ford DOES NOT include Military, College or Lease Conquest incentives in our Jerry's priceJerry's prices include current manufacturer rebates and factory incentives, some of which may require financing or leasing through the manufacturer and are therefore subject to credit approvalAdditional factory rebates from certain manufacturers, such as first time buyers, recent college graduates, veterans and/or active members of the military, owners of competitive makes, loyalty rebates etc, may be availableJerry's internet pricing may not be compatible with special factory financingInternet prices are valid based on manufacturer incentive program time periods and are subject to change without noticeA $transfer fee will be added to the price of all new & used vehicles transferred in from other locationsWe make every effort to provide accurate information, but please verify options and price before purchasingJerry's is not responsible for errors or omissionsAll vehicles are subject to prior saleAll prices are special internet prices onlyAll financing is subject to approved creditAll vehicle prices exclude freight, tax, tags, applicable reconditioning fees and dealer processing fee of $By giving your information, the dealership may reach out to you via text message. This is the same disclaimer that most dealership have on their websites.If I can be of further assistance, please do not hesitate to contact me. Thank you Cindy C***

[redacted]After speaking to my General Manager (Mario E[redacted] can purchase the vehicle with the $9805 discount as long as he qualifies for certain rebates based on their conversation plus freight, taxes, tags and processing fee. They never went any further because [redacted] had the issue with the freight. If he is interested in calling Mario E[redacted] and see if he has the credentials for certain rebates he might find this to be a really exceptional deal.Thank you,Cindy C[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Jerry’s ford is accurate in saying that I have spoken to Ford Motor Company as per my complaint, the part that's being left out of this equation is that they have rebuked the standing agreement to inspect and/or repair the vehicle with in 30 days. They have no engineers available until the beginning of November.This may not appear long except that I have been waiting for repairs since days after purchasing the vehicle. What also has been left out is that the repairs were supposed to commence after the arrival of the parts on October the 12th. Which I have still not been contacted on.Empty promises have been continually made over and over again from a company with a market cap exceeding 47 billion dollars. There are no excuses for leaving me with a vehicle in this condition.Never the less the Jerry’s Ford contacted ME even leaving voice mails on my cellphone about resolving the “issue”; I did not ask Jerry’s Ford. Which I was elated to here since so far they had not been responsive in theses matters. The GM told me to come in after locating vehicles in his inventory for me to trade.Charlie (GM) had then told me to speak with Blain (manager) in reference to making thing “right”. Once again, in which I did not solicit. I was advised by Blain to come in on Tuesday and that a vehicle would be brought from another store. I than asked how all this would be handled, which Blain advised me Charlie will work it out and get back to me. (Which never happen)Upon my arrival at Jerry’s in Leesburg, I meet with Blain who advised me Charlie was not in for due to a Doctors appointment.  He than told me that he recalled our conversation and that we would go to the lot off site to look at trucks. Blain then asked for the keys to my current truck, so that someone could take a look at it since that's protocol. I complied After not finding any trucks in his lot, since he forgot to bring one from another Jerry’s location. He told me to sit tight and that he would find one in the system. He went away for an extended period and when he returned he told me “this wont work”.Puzzled in his statement I inquired why? Since the reason for me coming in was because Jerry’s Ford was going to “make it right”. He advised me that the truck had deprecated to greatly and that it would not make sense for them to “make it right”.I was thrown off guard since the reason once again for coming in was so that things could be made “right”. He advised me to continue to work with Ford Motor Company since if they took the truck in with all the problems Ford Motor Company would NOT reimburse Jerry’s Ford.He than wrote down my info on a white pad and was supposed to have Charlie call me back, and follow up with me on the status of my parts.  Once again this did not happen.I sat down after driving home over an hour and thought to myself, Jerry’s Ford obtained ownership of the vehicle, during that time they didn't inspect it? They didn't unwrap the vehicle? How about a state inspection? They didn't prior to transferring ownership to me detail the truck as car dealers do? They went out of their way to push off a damaged vehicle onto an unsuspecting customer, because Ford Motor Company as Blain stated "would not cover the damages".I will let you draw your own conclusions on what type of practices are being done at this dealership.TO this day I still have not gotten a call back…Regards,[redacted]

Dear [redacted]:This complaint was resolved to the customer's satisfaction on 11/27/2015.  The customer was paid $149.Should you have any questions, please do not hesitate to contact me.Cynthia C[redacted]Jerry's Automotive Group

Thank you for your response. I know how credit reports works, that is why you were told to only run [redacted], because we already had a car loan with them. Your company was told NOT to run our credit with anyone else. So not only did you do it without our permission, you went against what we asked you to do. My husband was in a horrific accident, and we had no plans to buy a new car. We are in the process of building a house which is why our loan office told us to only run with one company and take whatever rate they gave us for now. You DO NOT have permission to run with other lenders. Therefore you do need to remove the other hits.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[redacted],We do apologize this client feels we are not helping him. I have been told that the problems [redacted] is having are all cosmetic and I am not sure why these issues were not addressed before [redacted] purchased the vehicle, but Ford has agreed to pay for that since it is still under warranty that is why new vehicles have bumper to bumper warranties for issues like this.  We can only order the parts, we do not have control when they will arrive.  All parts are in and our service manager Mr. Jeff G[redacted] left [redacted] messages on 10/25 to see if he wants to come in and have whatever the repairs need to be done.  He can call Mr. Jeff G[redacted] at ###-###-#### to schedule appointment or he can wait until the Ford Engineer looks at the vehicle. We cannot take the vehicle back it has been titled and registered, the only way he can get out of the vehicle without loosing money is to go thru Ford since it is a product issue. If [redacted] would like to meet with me I can be reached at ###-###-#### for him to schedule appointment.Thank you,Cynthia C[redacted]

Again, it's false advertising to claim a discount off of the MSRP, but then to put in the disclaimer that a part of the MSRP is not included in the sale price.  That is what they are doing with the destination and delivery, or freight.  That logic would allow the dealer to claim any portion of the purchase price as a discount, but really give no discount at all.  I'm not sure if the person answering my complaint from the dealer even understands that what they are saying is a lie.  It's shameful that this is allowed to go on and people fall for it over and over again.  To maintain a good rating, this dealership should be required to change their advertising to accurately reflect the discount available.  If not, they deserve a big fat F rating.

Dear [redacted]:I have researched the dispute for Mr. [redacted] and have found that the cancellations were done on October 24, 2017 and dated them back to the 3/13/2017.  We have sent a check to Citizens bank for the amount of $4,207.24 this is the amount refunded less cancellation fees and...

mileage used.  The check was mailed out on 12/14/2017.  If you have any other questions, please do not hesitate to contact me. Thank you, Cindy C[redacted]

Initial Business Response /* (1000, 5, 2016/03/31) */
No problem [redacted] I'll send you a check. I could have solved your problem myself, but if you are uncomfortable here we will pay for the shields...they were too rusty to get off of the old exhaust. I put ALL of the bolt in when changing the...

exhaust, but new bolts can come loose against during break in. make sure to check all of the others.
Sending a check out today
Thanks
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will be charged for the gasket where the pipes bolt to the heds on both sides. No gaskets were used. The exaust was just bolted to the heads so their is a small leak because of the missing gaskets.
Besides the $80.00 for the splash shields, I want to be paid the 80.00 per side to put the shields back on encluding the price of putting the gaskets in the system like it was meant to be.
Final Business Response /* (4000, 9, 2016/04/01) */
if there is a leak because of my work , I will be happy to fix it. call me for an appointment anytime.
[redacted]
Final Consumer Response /* (2000, 15, 2016/04/05) */
I recieved a check from the bussiness and it was for enough to cover the parts and labor so, I am fine with what the bussiness did and the case can be closed as settled.

[redacted],We got Ford Motor company involved with the complaints that [redacted] had with his [redacted], they approved the repairs and we were waiting for the parts.  My service manager Mr. G[redacted] informed me that [redacted] was not happy with the what has been done. We once again...

contacted Ford Motor company to come and look at the truck for them to do a "Buy Back" as they are the ones who builds them.  [redacted] complaint should be with Ford Motor Company not Jerry's Leesburg Ford we have tried to accommodate him, his vehicle is under full warranty now we are waiting to see what  Ford Motor Company is going to do.If I can be of further assistance please let me know.Thank youCynthia C[redacted]

Initial Business Response /* (1000, 7, 2017/05/19) */
Mr [redacted] brought his vehicle (2008 Honda Ridgeline) in for a repair to his headlight.
If we understand his contention, the connecting harness was wired 'backwards' so that the bright and dimmed headlight controls were reversed.
If this had...

indeed been the case, we would gladly have rectified the situation.
Import Car Service has always, and will always warranty our work. However that warranty (as is stated on the paperwork Mr [redacted] himself provided) has to be conducted at our premises.
Despite Mr [redacted] not complying with this stipulation, we still offered him a refund in the amount of $86.60 to assist in the costs of parts and labor he incurred at our shop. Mr [redacted] refused this.
We also offered a full refund or replacement work if he would bring his vehicle to us to confirm the diagnosis. Mr [redacted] again refused.
Mr [redacted] states in his complaint that he did hot have the time to make an appointment with us, but a lack of a scheduled appointment has not stopped him from bringing in his vehicle unannounced on previous occasions.
He could have brought it in at any convenient time from 2/28/17 when the initial work was done until 4/10/17 when he took it to [redacted], a period of 6 weeks.
Or indeed he could have brought it in since that date until 5/5/17 when he registered a complaint, a period of almost 4 weeks.
So in a period of almost 10 weeks Mr [redacted] was unable to find the time to bring his car in for us to look at.
Import Car Service will, as a matter of policy and practice, always warranty our work and stand behind that warranty until our customer is happy.
Unfortunately for Mr [redacted] however, we are not in the practice of paying people's repair bill at another facility without first being given the opportunity to rectify the situation ourselves.
Initial Consumer Rebuttal /* (3000, 10, 2017/05/23) */
On 5-22-17 I received this response from Import Car Service via Revdex.com:
On May 19, 2017, the business provided the following information:
Mr [redacted] brought his vehicle (2008 Honda Ridgeline) in for a repair to his headlight.
If we understand his contention, the connecting harness was wired 'backwards' so that the bright and dimmed headlight controls were reversed.
If this had indeed been the case, we would gladly have rectified the situation.
Import Car Service has always, and will always warranty our work. However that warranty (as is stated on the paperwork Mr [redacted] himself provided) has to be conducted at our premises.
Despite Mr [redacted] not complying with this stipulation, we still offered him a refund in the amount of $86.60 to assist in the costs of parts and labor he incurred at our shop. Mr [redacted] refused this.
We also offered a full refund or replacement work if he would bring his vehicle to us to confirm the diagnosis. Mr [redacted] again refused.
Mr [redacted] states in his complaint that he did hot have the time to make an appointment with us, but a lack of a scheduled appointment has not stopped him from bringing in his vehicle unannounced on previous occasions.
He could have brought it in at any convenient time from 2/28/17 when the initial work was done until 4/10/17 when he took it to [redacted], a period of 6 weeks.
Or indeed he could have brought it in since that date until 5/5/17 when he registered a complaint, a period of almost 4 weeks.
So in a period of almost 10 weeks Mr [redacted] was unable to find the time to bring his car in for us to look at.
Import Car Service will, as a matter of policy and practice, always warranty our work and stand behind that warranty until our customer is happy.
Unfortunately for Mr [redacted] however, we are not in the practice of paying people's repair bill at another facility without first being given the opportunity to rectify the situation ourselves.
My response :
Attached is a screenshot of a voicemail from this business, with an intent to offer a refund. They claim they offered $86.60, which is false. I never received ANY offer from this establishment.
Furthermore, I never once brought in my vehicle "unannounced" as they claim. I am too busy to not make appointments; yet the dealership DOES provide a drive-through service with appointments optional, which I utilized due to time constraints and a mistrust of the repair work ICS provides.
"We also offered a full refund or replacement work if he would bring his vehicle to us to confirm the diagnosis. Mr [redacted] again refused". This again, is false. This establishment never re-contacted me after I contacted them after getting the repair properly diagnosed and corrected.
It's obvious this establishment has provided false information and fabrications and are deflecting from the original complaint. If they would have offered me the refund they claim they did, I probably wouldn't have contacted the Revdex.com.
I would like to keep this case open until this establishment admits its incompetence and issues a proper refund.
[redacted]
[redacted]
Springfield, Mo [redacted]
Final Business Response /* (4000, 15, 2017/06/21) */
In his rebuttal, Mr [redacted] states;
"Attached is a screenshot of a voicemail from this business, with an intent to offer a refund."
But then goes on to say in the same paragraph;
"I never received ANY offer from this establishment". Acting as the service writer for Import Car Service, I can attest that refund offers were indeed made to Mr [redacted] as I was standing next to the owner when the offer was made, and I myself reiterated the offer to Mr [redacted] when we spoke on the phone.
I can also attest to Mr [redacted] showing up at the shop unannounced as I was the employee responsible for asking the technician to stop working on their current project in order to examine the headlights on Mr [redacted]'s vehicle.
It is always unfortunate when a customer is not satisfied, but we feel we have done everything possible to resolve this issue and are essentially reduced now to repeating ourselves over and over while Mr [redacted] says we are relaying false stories.
In essence we have nothing further to add and stand behind our previous response.
Yes, we will stand by our warranty
Yes, we will work with our customer
Yes, we will offer refunds for any work done incorrectly
Yes we will replace any parts under warranty free of charge
But no, we will not pay for repairs done elsewhere before being afforded the opportunity to honor our own warranty.