On May 12, [redacted] purchased her ***As stated she read review,on it and wanted to change her buying decisionShe called the sales rep and he told her to come in and speak with Gary but also as stated asked her not to worry about the reviewsShe called me (Marge C.) on the 15th and expressed her concerns about the reviews and also that there was a service light onI did say I understand her concern, but don't freak out ( Meaning don't panic) the light could just be they forgot to reset the reminder after an oil change or something like that and could be a simple reset fixIt was in fact a reminder for software updates, nothing harmful to the vehicleI pulled the paperwork from the local DMV office with every intent of allowing her to back out if she truly wasn't happy, no one told her it would be a trade only optionWe sent it to the local [redacted] dealer to see what the lights were on for and the vehicle simply needed five software updatesThe following week I followed up with the sales rep and he said she was happy with it and all was wellThen the next week, on May 19th the salesman (Ryan) stopped in [redacted] to pick up her [redacted] to bring it in for this "shuddering/wobbling sensation" that she feltMultiple people drove it and could not duplicate the problem so when she came in to pick it up she was asked to drive it with them and again it could not be duplicatedI would like to add that at this point if she was so unhappy with the [redacted] she didn't seem it, she was fine with Ryan when he followed up with herShe had even had tinted windows added to the vehicle before we picked it up on the 19thWe followed up again on Saturday June 5th with her, inviting her to our new owner's appreciation dinner on the 9th and at that time she was laughing with Ryan and said that it had not done it since but that she took it to another dealer who said there was a bulletin out that could explain that issue and she was going to follow up with him(We cannot pull open recalls on ***s we are a [redacted] dealer and can only pull them on **'s.)We were under the impression she was happy with her vehicle now, she tinted the windows, we spoke with her after the last service visit as stated above and we then processed the title workWe had no reason to believe she was still concerned about her vehicle and are actually quite shocked at this complaint along with the social media bashing she has done to make us look badWe go out of our way to make sure our customers are happy with their vehiclesWe don't want them to have issues and when one arises we always step up and help rectify itWe value her business and even more value our reputation, I might add that on a personal note alsoI never told her she was freaking out in a manner that intended to make her feel or look bad, I was personal and apologetic - told her we'd get to the bottom of it right away and said I wanted her to be happy with her decision above anything she reads on reviewsEven shared my daughter has and loves her ***When I said don't freak out it was after hearing her panic about the reviewsI could tell she was deeply concerned because she just read those reviews and now the service light was on and knew it was probably just a simple reminder lightIt was never spoken in a derogatory way or meant that way as she has stated on social media to make me seem rude or uncaringThis car is neither unreliable nor unsafeIt was a very good purchase and she knew it or wouldn't have tinted the windowsWe will not issue a full refund on this vehicle, and if she wants to cancel the extended warranty that is her choice, I would suggest with all the bells and whistles that made this her choice instead of the [redacted] she keeps the warranty as long as she keeps the ***Kind regards, Marge CExecutive Manager
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,
RE [redacted] ID [redacted] Vehicle came in on October 20, from Comerfords Collision for an alignment after they did body repairs to [redacted] vehicleWe could not perform alignment due to vehicle needing ball joints, drag link and steering box so we contacted Comerford at that time for them to get insurance company approval for us to proceedRepairs were approved and aftermarket parts were supplied by Comerfords CollisionWe installed parts supplied by themOn October 30'" vehicle came back with no power steering or brakesAt that point we determined power steering pump was bad and a steering knuckle was bentWe contacted Comerford again for an approval onthis repair and repairs were approvedWe installed supplied aftermarket power steering pump and knuckleOn February 29'" vehicle came back with no power steeringWe determined that the supplied aftermarket steering pump supplied by Comerford was defectiveReplaced with another supplied aftermarket pump(These parts were not factory parts and we are assuming the insurance company only approves aftermarket partsIt is no fault of ours the supplied parts were defective.) On Apri/19'", the customer contacted us saying vehicle overheated and the belts carne offHe had the vehicle towed here, we inspected vehicle for improper installations of componentsConfirmed not caused by tech negligenceSent to our Ford store to confirm our findings and they also determined the sameIt was not an installation errorIn calls to the advisor he stated that he was on the way to his brother's place of employment [redacted] ) when it over heated so he 'coasted' in thereIn another conversation with one of us he said he had it towed in thereIn a conversation with the body shop (Comerfords) we were told by the owner there that he said he was towing a boat down route and it overheated at route and Vineyard DriveForty-eight days have passed since his vehicle left here on March 2"d but he didn't get it looked atHe said because he worked a lot and was goneHe never called, never came back and never gave us any idea it was chirping or squeaking th;at entire time, but said it was when he left hereHis stories are different throughout his attempts for us to pay thisHe is trying to get his OS Ford F with over 91,miles on it covered by someone other than himselfHis negligence in towing a boat and driving it while overheating and not immediately shutting it off when lights came on is probable cause for what happened to his truckIf he felt that we did the repairs poorly when he left here in March, he should have called immediately to tell usInstead he tries to blame us days later for his current situation with different stories as to when and where it broke down, how he got it to a Muffler store for repairs instead of a Ford store or back here, and what happened and how he handled it at the time it broke downHe is clearly trying to get us to pay for it when the break down had nothing to do with our repairs days prior
In reference to the above claim, because we did not hear about this damage on his truck until five daysafter it left our store we felt this could very well be a customer trying to scam usHe was not ourcustomer at purchase of truck, so we knew little of him.It is always our objective to maintain happy customersWe did not admit to doing the damage but inspeaking with Mr [redacted] , we felt his account of the days afterward that it 'may have' happened here soin good faith and for good customer satisfaction we were going to get the work done at our cost in hopeof keeping a satisfied service customerWe ordered a new bumper that we now have to return to thefactory with a 20% restock fee because when it came in and we called him to set up the repair he cameback at us with a quote from a body shop of his choosing and said he just wanted the money, not therepairAt that point we felt that he was not being completely honest and decided we need to put thisthrough the insurance companies and create a claim and go the legal route.When I spoke to [redacted] just this Friday, we went over the events again and I felt he was sincere in hisrecount of why he felt strongly it was done hereEven though we could not see any damage on ourvideo cameras when pulling it in the service bay, going to the wash bay and returning to the front of thebuilding for delivery, even knowing the technician who did the work was of reputable integrity Iagreedto reimburse Mr [redacted] for the amount he felt was fair ($1200).Had Mr [redacted] reported this immediately, and had he not changed his mind from allowing us to fix atour cost to just wanting the money in hand at his quote of repair elsewhere, this would not have gonethis farWe always choose to go the high road in maintaining happy customersSometimes we have tobe cautious and alert that we are not being taken advantage of and the above circumstances createdthat caution - I do feel Mr [redacted] was being honest after speaking with him and hope to do business inthe futureSad to see this claim, but understand it was done before Friday's outcome.Kind regards,Marge C, General Manager
In response to the above case - Please refer to prior response (Attached) for our comments on the complaint in generalWe could not duplicate her concern, she could not duplicate her concern when a technician drove it with her, [redacted] could not duplicate her concern and [redacted] could not duplicate her concern of wobbling and vibratingWhen I spoke to [redacted] the service advisor said the STAR case that a technician may have told her was open on that vehicle was in fact on another vehicleThere were none he could find on that exact vehicleThere are no open recalls showing on the [redacted] report at any time so we did not see them to correct them (Again, we would have to do that at a [redacted] franchise store not here, which we would gladly have taken care of for her.) In trying to keep this short I will just say in addition to my original comments, from the date she called to speak to me about her concerns on May 15th I have not once heard from her saying nothing was rectified to her satisfaction and she wanted to return the vehicleShe allowed the additional items she purchased to be added to the vehicle and tinted the windows (even if for 'medical reasons' you're not going to spend money to do something on a car you have every intention of not keeping)She has had one repair to the [redacted] since she purchased it which was covered under warranty and one concern which three dealerships, along with her could not duplicateWhen she had it here for the concern we gave her a loaner to useShe has had the vehicle now for over two months and waited a month to file her original complaint, never once reaching out to me again after the 15th of MayThank you for your time and attention, Marge C., Executive Manager
On May 12, [redacted] purchased her ***As stated she read review,on it and wanted to change her buying decisionShe called the sales rep and he told her to come in and speak with Gary but also as stated asked her not to worry about the reviewsShe called me (Marge C.) on the 15th and expressed her concerns about the reviews and also that there was a service light onI did say I understand her concern, but don't freak out ( Meaning don't panic) the light could just be they forgot to reset the reminder after an oil change or something like that and could be a simple reset fixIt was in fact a reminder for software updates, nothing harmful to the vehicleI pulled the paperwork from the local DMV office with every intent of allowing her to back out if she truly wasn't happy, no one told her it would be a trade only optionWe sent it to the local [redacted] dealer to see what the lights were on for and the vehicle simply needed five software updatesThe following week I followed up with the sales rep and he said she was happy with it and all was wellThen the next week, on May 19th the salesman (Ryan) stopped in [redacted] to pick up her [redacted] to bring it in for this "shuddering/wobbling sensation" that she feltMultiple people drove it and could not duplicate the problem so when she came in to pick it up she was asked to drive it with them and again it could not be duplicatedI would like to add that at this point if she was so unhappy with the [redacted] she didn't seem it, she was fine with Ryan when he followed up with herShe had even had tinted windows added to the vehicle before we picked it up on the 19thWe followed up again on Saturday June 5th with her, inviting her to our new owner's appreciation dinner on the 9th and at that time she was laughing with Ryan and said that it had not done it since but that she took it to another dealer who said there was a bulletin out that could explain that issue and she was going to follow up with him(We cannot pull open recalls on ***s we are a [redacted] dealer and can only pull them on **'s.)We were under the impression she was happy with her vehicle now, she tinted the windows, we spoke with her after the last service visit as stated above and we then processed the title workWe had no reason to believe she was still concerned about her vehicle and are actually quite shocked at this complaint along with the social media bashing she has done to make us look badWe go out of our way to make sure our customers are happy with their vehiclesWe don't want them to have issues and when one arises we always step up and help rectify itWe value her business and even more value our reputation, I might add that on a personal note alsoI never told her she was freaking out in a manner that intended to make her feel or look bad, I was personal and apologetic - told her we'd get to the bottom of it right away and said I wanted her to be happy with her decision above anything she reads on reviewsEven shared my daughter has and loves her ***When I said don't freak out it was after hearing her panic about the reviewsI could tell she was deeply concerned because she just read those reviews and now the service light was on and knew it was probably just a simple reminder lightIt was never spoken in a derogatory way or meant that way as she has stated on social media to make me seem rude or uncaringThis car is neither unreliable nor unsafeIt was a very good purchase and she knew it or wouldn't have tinted the windowsWe will not issue a full refund on this vehicle, and if she wants to cancel the extended warranty that is her choice, I would suggest with all the bells and whistles that made this her choice instead of the [redacted] she keeps the warranty as long as she keeps the ***Kind regards, Marge CExecutive Manager
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,
RE [redacted] ID [redacted] Vehicle came in on October 20, from Comerfords Collision for an alignment after they did body repairs to [redacted] vehicleWe could not perform alignment due to vehicle needing ball joints, drag link and steering box so we contacted Comerford at that time for them to get insurance company approval for us to proceedRepairs were approved and aftermarket parts were supplied by Comerfords CollisionWe installed parts supplied by themOn October 30'" vehicle came back with no power steering or brakesAt that point we determined power steering pump was bad and a steering knuckle was bentWe contacted Comerford again for an approval onthis repair and repairs were approvedWe installed supplied aftermarket power steering pump and knuckleOn February 29'" vehicle came back with no power steeringWe determined that the supplied aftermarket steering pump supplied by Comerford was defectiveReplaced with another supplied aftermarket pump(These parts were not factory parts and we are assuming the insurance company only approves aftermarket partsIt is no fault of ours the supplied parts were defective.) On Apri/19'", the customer contacted us saying vehicle overheated and the belts carne offHe had the vehicle towed here, we inspected vehicle for improper installations of componentsConfirmed not caused by tech negligenceSent to our Ford store to confirm our findings and they also determined the sameIt was not an installation errorIn calls to the advisor he stated that he was on the way to his brother's place of employment [redacted] ) when it over heated so he 'coasted' in thereIn another conversation with one of us he said he had it towed in thereIn a conversation with the body shop (Comerfords) we were told by the owner there that he said he was towing a boat down route and it overheated at route and Vineyard DriveForty-eight days have passed since his vehicle left here on March 2"d but he didn't get it looked atHe said because he worked a lot and was goneHe never called, never came back and never gave us any idea it was chirping or squeaking th;at entire time, but said it was when he left hereHis stories are different throughout his attempts for us to pay thisHe is trying to get his OS Ford F with over 91,miles on it covered by someone other than himselfHis negligence in towing a boat and driving it while overheating and not immediately shutting it off when lights came on is probable cause for what happened to his truckIf he felt that we did the repairs poorly when he left here in March, he should have called immediately to tell usInstead he tries to blame us days later for his current situation with different stories as to when and where it broke down, how he got it to a Muffler store for repairs instead of a Ford store or back here, and what happened and how he handled it at the time it broke downHe is clearly trying to get us to pay for it when the break down had nothing to do with our repairs days prior
In reference to the above claim, because we did not hear about this damage on his truck until five daysafter it left our store we felt this could very well be a customer trying to scam usHe was not ourcustomer at purchase of truck, so we knew little of him.It is always our objective to maintain happy customersWe did not admit to doing the damage but inspeaking with Mr [redacted] , we felt his account of the days afterward that it 'may have' happened here soin good faith and for good customer satisfaction we were going to get the work done at our cost in hopeof keeping a satisfied service customerWe ordered a new bumper that we now have to return to thefactory with a 20% restock fee because when it came in and we called him to set up the repair he cameback at us with a quote from a body shop of his choosing and said he just wanted the money, not therepairAt that point we felt that he was not being completely honest and decided we need to put thisthrough the insurance companies and create a claim and go the legal route.When I spoke to [redacted] just this Friday, we went over the events again and I felt he was sincere in hisrecount of why he felt strongly it was done hereEven though we could not see any damage on ourvideo cameras when pulling it in the service bay, going to the wash bay and returning to the front of thebuilding for delivery, even knowing the technician who did the work was of reputable integrity Iagreedto reimburse Mr [redacted] for the amount he felt was fair ($1200).Had Mr [redacted] reported this immediately, and had he not changed his mind from allowing us to fix atour cost to just wanting the money in hand at his quote of repair elsewhere, this would not have gonethis farWe always choose to go the high road in maintaining happy customersSometimes we have tobe cautious and alert that we are not being taken advantage of and the above circumstances createdthat caution - I do feel Mr [redacted] was being honest after speaking with him and hope to do business inthe futureSad to see this claim, but understand it was done before Friday's outcome.Kind regards,Marge C, General Manager
In response to the above case - Please refer to prior response (Attached) for our comments on the complaint in generalWe could not duplicate her concern, she could not duplicate her concern when a technician drove it with her, [redacted] could not duplicate her concern and [redacted] could not duplicate her concern of wobbling and vibratingWhen I spoke to [redacted] the service advisor said the STAR case that a technician may have told her was open on that vehicle was in fact on another vehicleThere were none he could find on that exact vehicleThere are no open recalls showing on the [redacted] report at any time so we did not see them to correct them (Again, we would have to do that at a [redacted] franchise store not here, which we would gladly have taken care of for her.) In trying to keep this short I will just say in addition to my original comments, from the date she called to speak to me about her concerns on May 15th I have not once heard from her saying nothing was rectified to her satisfaction and she wanted to return the vehicleShe allowed the additional items she purchased to be added to the vehicle and tinted the windows (even if for 'medical reasons' you're not going to spend money to do something on a car you have every intention of not keeping)She has had one repair to the [redacted] since she purchased it which was covered under warranty and one concern which three dealerships, along with her could not duplicateWhen she had it here for the concern we gave her a loaner to useShe has had the vehicle now for over two months and waited a month to file her original complaint, never once reaching out to me again after the 15th of MayThank you for your time and attention, Marge C., Executive Manager