Sent: Wednesday, October 19, 7:PMSubject: Case Number [redacted] On the [redacted] matter of a perceived overcharge of $90, I am refunding that amount in full While the amount could have been justified, because of poor communication on our part, I am giving the money back to the customer and apologize for any inconvenience A check will be mailed to her tomorrow and I also offer her a free oil change and tire rotation for this inconvenience She is cc’d on this and may call meThanks, Rick [redacted] General Manager Big Star Ford Sales 713-653-
Revdex.com: 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 As previously mentioned, [redacted] ***'s integrity is in questionI took my [redacted] in for a check engine light, and due to their negligence, caused an oil spill the first time and the second time did not place the windshield wiper hose back in placeAfter my visit, I have experienced severe vibrating [redacted] does not provide reliable service Regards, [redacted]
Sent: Friday, October 28, 3:PMSubject: # [redacted] B GL Pearland LLC As a courtesy to Mr [redacted] we are mailing a goodwill check in the amount of $to him in tomorrows mail I apologize for any inconveniences and if there are any leftover oil changes on the policy, Mr [redacted] can feel free to call myself at the number below and I will expedite his service personally Best Regards, Rick [redacted] General Manager [redacted]
The complaint is only partially trueThe customer brought his vehicle in for a check engine light and per the technician "DIESEL PERFORMANCE DIAGCM-P0300, P0301, P0316, FOUND # || ORIG CYLINDER NOT CONTRIBUTING, #AND #-10% ON RELATIVE || COMPRESSION TEST, RADIATOR LEAKING COOLANTREC REPLACE || SHORTBLOCK ASY AND RADIATOR, CUSTOMER DECLINED REPAIRS The vehicle needed a short block and radiator per our diagnosisDuring our diagnosis a pressure test was done on the engineDuring that time the oil dip stick was not properly positioned causing a very minor oil spillWhen the vehicle ***ived less than a half of a quart of oil was missing from the caseOn a vehicle that holds this would not cause any damageWe immediately cleaned the area and retested every thing againStill the same things are recommended that the customer is decliningIf he continues to drive on it with these concerns it will eventually just quitAs far as the wiper is concerned we did nothing to cause that to fail yet was blamed for it Bottom line is that this vehicle is seven years old with 144K miles on itWe diagnosed a failing engine and the repairs were declinedWe had a very small mishap that was promptly corrected and now the customer wants us to participate in the repairs to his vehicleThey are unw***anted as is this claimPlease feel free to contact me for any additional questions at [redacted] Brian B [redacted] Service Director - [redacted] ***
I am so sorry for your experience here at [redacted] *** We would like to change your opinion of us as we have just been taken over by a new General ManagerEven though you decided to buy elsewhere we would like to speak with you to find out how we can improve in areas where we are lacking Please call [redacted] General Manager of [redacted] or my personal assistant [redacted] Thank you and we apologize for your experience and hope that we can offer a resolution that fits your expectation Thank you, [redacted] ***
Hey there, My name is Trixi and I am the Customer Advocacy ManagerPlease contact me at [redacted] and I will be happy to help you get this resolved quicklyI look forward to hearing from you, Trixi C***
Please call *** ***, the General Manager at Big Star *** at ###-###-#### so that we can resolve this issuePlease let me hear from you or contact my assistant *** *** at ###-###-#### so that we can help resolve this matterWe apologize for any inconvenience this has caused you and
will find a resolution that works for you
Thank you,
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint *** *** ***'s negligence and lack of integrity caused more problems to my vehicleOn two different occasions, they failed: the first time, it was an oil spill and the second time a hose left loose from the wiper bladesThese errors place their integrity in jeopardy
Regards,
To Whom it May Concern,
There was a mistake made by our marketing team on the prices listed on the internetOur Sales Director apologized for the mistake and offered to give the customer the lowest price he could, but unfortunately we could not honor the prices on the internet, as they
were unreasonably lowThe Sales Director did contact our marketing team, who fixed the prices online immediately
The customer continues to drive a vehicle that has failing misfire codes and a leaking radiatorHe will continue to have more and more concerns with the vehicle the longer he drives itYes there was an oil spill and yes it was correctedAs you can see in the pictures he presented it is a minor oil spill that leaked out less than 7% of the oil in the engine, if that muchThe customer is reaching to have us repair a vehicle that we determined needed an engine long before the oil mishapEventually, his vehicle will stop running altogetherHis negligence to have the vehicle repaired properly is what is causing his concernsNot anything that we did to the vehicleHe has expressed his concerns with confidence in repairing his vehicle yet wants us to repair itThat doesn't add up.
Again, we diagnosed the vehicle as a failing engineHe has the receipt to prove thisHe declined to repair the vehicle yet continues to drive around in it as the engine is deteriorating and wants us to correct itHe needs a long block!! We will not participate in the repairs needed for the vehicleWe have done our due diligence
Brian B***
Service Director
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint The response given by *** *** *** is a perfect example of their inability to respond appropriately to a client's concernsHad they actually read my submission to the Revdex.com, they would have recognized that we DID buy the car from *** *** *** and that our concerns happened the moment that part of the process had been completedTheir response discusses our going elsewhere to purchase a vehicle - and that was not the case nor did I indicate that this occurredIn addition, wBig Star gave the name and number of the new GM at the dealership - *** ***Sadly we were extremely familiar with the name of this individual as we had already left several messages for him over the past few weeks and had yet to receive one returned call from him or the assistant The dealership's canned (and incorrect) response to serious concerns underscores the incredibly poor level of service they offerDespite all that we have experienced to date, I still can't believe that they didn't even take one minute to actually read our concerns Unbelievable.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint What Mr*** described as a possible resolution to my problem is completely untrueI was never offered after market converters on my vehicle What I was offered was a free vehicle detail, which was insultingIn fact, the service director even went as far as to say that the price was so high because it was a Ford part and even referred me to Midas as it would be more than half the cost.
Perhaps if Bigstar Ford returned a customers call after repeated attempts to almost everyone at the dealership, they would get their facts straight.
You have just lost the business of a customer and everyone I know!!!
Regards,
*** **
Sent: Friday, October 28, 3:PMSubject: #[redacted]B GL Pearland LLC
"MARGIN: 0in 0in 0pt">As a courtesy to Mr[redacted] we are mailing a goodwill check in the amount of $to him in tomorrows mail. I apologize for any inconveniences and if there are any leftover oil changes on the policy, Mr[redacted] can feel free to call myself at the number below and I will expedite his service personally
Best Regards,
Rick [redacted]
General Manager
[redacted]
Sent: Friday, August 28, 12:PMTo: [redacted]Subject: Re[2]: Suspension of Revdex.com Accreditation [redacted]
""> In response to Ms[redacted]'s Complaint: The customer's vehicle was paid off on July 27, The reason the time to complete her payoff was longer than usual is because she completed and signed paperwork to have her vehicle financed through our dealership and days later, went to her credit union and requested that they finance the vehicleHer credit union then needed further information and paperwork from [redacted] in order to finance the vehicle, which extended the process furtherOur finance department did speak with Ms[redacted] over the phoneThe request for a Day Payoff requires the customer to sign paperwork agreeing that they are responsible for any days over the requested daysBy July 1st, when Ms[redacted] had her car refinanced by her credit union, the initial days (from June 23rd) had not passed, thus the vehicle could not have been paid off by the 1st. We resolved this issue; the vehicle has been paid off, and if Ms[redacted] has any further questions, please feel free to contact us. Thank you, Nicole B[redacted] Customer Advocacy Manager [redacted]
Mrs. [redacted]
My name is [redacted] and I have recently been assigned to Customer Relations Manager and take this case very seriously. Please call me at your earliest convenience, if you so choose, I would like to speak with you regarding this matter. I apologize for the inconvenience and frustration regarding the communication issues and will personally handle the matter for you. My personal number is [redacted] please call me if you are still looking for a resolution.
Thank you,
[redacted]
Sent: Wednesday, October 19, 2016 7:36 PMSubject: Case Number [redacted] On the [redacted] matter of a perceived overcharge of $90, I am refunding that amount in full. While the amount could have been justified, because of poor communication on our part, I am...
giving the money back to the customer and apologize for any inconvenience. A check will be mailed to her tomorrow and I also offer her a free oil change and tire rotation for this inconvenience. She is cc’d on this and may call me. Thanks, Rick [redacted] General Manager Big Star Ford Sales 713-653-6201
Hey there,
My name is Trixi and I am the Customer Advocacy Manager. Please contact me at [redacted] and I will be happy to help you get this resolved quickly.
I look forward to hearing from you,
Trixi C[redacted]
Revdex.com:
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. As previously mentioned, [redacted]'s integrity is in question.
I took my [redacted] in for a check engine light, and due to their negligence, caused an oil spill the first time and the second time did not place the windshield wiper hose back in place. After my visit, I have experienced severe vibrating.
[redacted] does not provide reliable service.
Regards,
[redacted]
Revdex.com:
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.
Sent: Tuesday, November 08, 2016 2:15 PM
Subject: #[redacted]
I was out of town for the last few days & wanted to respond to the complaint. I did get the check, but not in time to respond. I would like for complaint #[redacted] to state it has been resolved.
Sent: Wednesday, October 19, 7:PMSubject: Case Number [redacted] On the [redacted] matter of a perceived overcharge of $90, I am refunding that amount in full While the amount could have been justified, because of poor communication on our part, I am giving the money back to the customer and apologize for any inconvenience A check will be mailed to her tomorrow and I also offer her a free oil change and tire rotation for this inconvenience She is cc’d on this and may call meThanks, Rick [redacted] General Manager Big Star Ford Sales 713-653-
Revdex.com: 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 As previously mentioned, [redacted] ***'s integrity is in questionI took my [redacted] in for a check engine light, and due to their negligence, caused an oil spill the first time and the second time did not place the windshield wiper hose back in placeAfter my visit, I have experienced severe vibrating [redacted] does not provide reliable service Regards, [redacted]
Sent: Friday, October 28, 3:PMSubject: # [redacted] B GL Pearland LLC As a courtesy to Mr [redacted] we are mailing a goodwill check in the amount of $to him in tomorrows mail I apologize for any inconveniences and if there are any leftover oil changes on the policy, Mr [redacted] can feel free to call myself at the number below and I will expedite his service personally Best Regards, Rick [redacted] General Manager [redacted]
The complaint is only partially trueThe customer brought his vehicle in for a check engine light and per the technician "DIESEL PERFORMANCE DIAGCM-P0300, P0301, P0316, FOUND # || ORIG CYLINDER NOT CONTRIBUTING, #AND #-10% ON RELATIVE || COMPRESSION TEST, RADIATOR LEAKING COOLANTREC REPLACE || SHORTBLOCK ASY AND RADIATOR, CUSTOMER DECLINED REPAIRS The vehicle needed a short block and radiator per our diagnosisDuring our diagnosis a pressure test was done on the engineDuring that time the oil dip stick was not properly positioned causing a very minor oil spillWhen the vehicle ***ived less than a half of a quart of oil was missing from the caseOn a vehicle that holds this would not cause any damageWe immediately cleaned the area and retested every thing againStill the same things are recommended that the customer is decliningIf he continues to drive on it with these concerns it will eventually just quitAs far as the wiper is concerned we did nothing to cause that to fail yet was blamed for it Bottom line is that this vehicle is seven years old with 144K miles on itWe diagnosed a failing engine and the repairs were declinedWe had a very small mishap that was promptly corrected and now the customer wants us to participate in the repairs to his vehicleThey are unw***anted as is this claimPlease feel free to contact me for any additional questions at [redacted] Brian B [redacted] Service Director - [redacted] ***
I am so sorry for your experience here at [redacted] *** We would like to change your opinion of us as we have just been taken over by a new General ManagerEven though you decided to buy elsewhere we would like to speak with you to find out how we can improve in areas where we are lacking Please call [redacted] General Manager of [redacted] or my personal assistant [redacted] Thank you and we apologize for your experience and hope that we can offer a resolution that fits your expectation Thank you, [redacted] ***
Hey there, My name is Trixi and I am the Customer Advocacy ManagerPlease contact me at [redacted] and I will be happy to help you get this resolved quicklyI look forward to hearing from you, Trixi C***
I just left a message on [redacted] at 1:25p.mfor Ms [redacted] trying to see if this issue has been resolved
Please call *** ***, the General Manager at Big Star *** at ###-###-#### so that we can resolve this issuePlease let me hear from you or contact my assistant *** *** at ###-###-#### so that we can help resolve this matterWe apologize for any inconvenience this has caused you and
will find a resolution that works for you
Thank you,
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint *** *** ***'s negligence and lack of integrity caused more problems to my vehicleOn two different occasions, they failed: the first time, it was an oil spill and the second time a hose left loose from the wiper bladesThese errors place their integrity in jeopardy
Regards,
To Whom it May Concern,
There was a mistake made by our marketing team on the prices listed on the internetOur Sales Director apologized for the mistake and offered to give the customer the lowest price he could, but unfortunately we could not honor the prices on the internet, as they
were unreasonably lowThe Sales Director did contact our marketing team, who fixed the prices online immediately
The customer continues to drive a vehicle that has failing misfire codes and a leaking radiatorHe will continue to have more and more concerns with the vehicle the longer he drives itYes there was an oil spill and yes it was correctedAs you can see in the pictures he presented it is a minor oil spill that leaked out less than 7% of the oil in the engine, if that muchThe customer is reaching to have us repair a vehicle that we determined needed an engine long before the oil mishapEventually, his vehicle will stop running altogetherHis negligence to have the vehicle repaired properly is what is causing his concernsNot anything that we did to the vehicleHe has expressed his concerns with confidence in repairing his vehicle yet wants us to repair itThat doesn't add up.
Again, we diagnosed the vehicle as a failing engineHe has the receipt to prove thisHe declined to repair the vehicle yet continues to drive around in it as the engine is deteriorating and wants us to correct itHe needs a long block!! We will not participate in the repairs needed for the vehicleWe have done our due diligence
Brian B***
Service Director
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint The response given by *** *** *** is a perfect example of their inability to respond appropriately to a client's concernsHad they actually read my submission to the Revdex.com, they would have recognized that we DID buy the car from *** *** *** and that our concerns happened the moment that part of the process had been completedTheir response discusses our going elsewhere to purchase a vehicle - and that was not the case nor did I indicate that this occurredIn addition, wBig Star gave the name and number of the new GM at the dealership - *** ***Sadly we were extremely familiar with the name of this individual as we had already left several messages for him over the past few weeks and had yet to receive one returned call from him or the assistant The dealership's canned (and incorrect) response to serious concerns underscores the incredibly poor level of service they offerDespite all that we have experienced to date, I still can't believe that they didn't even take one minute to actually read our concerns Unbelievable.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint What Mr*** described as a possible resolution to my problem is completely untrueI was never offered after market converters on my vehicle What I was offered was a free vehicle detail, which was insultingIn fact, the service director even went as far as to say that the price was so high because it was a Ford part and even referred me to Midas as it would be more than half the cost.
Perhaps if Bigstar Ford returned a customers call after repeated attempts to almost everyone at the dealership, they would get their facts straight.
You have just lost the business of a customer and everyone I know!!!
Regards,
*** **
Sent: Friday, October 28, 3:PMSubject: #[redacted]B GL Pearland LLC
"MARGIN: 0in 0in 0pt">As a courtesy to Mr[redacted] we are mailing a goodwill check in the amount of $to him in tomorrows mail. I apologize for any inconveniences and if there are any leftover oil changes on the policy, Mr[redacted] can feel free to call myself at the number below and I will expedite his service personally
Best Regards,
Rick [redacted]
General Manager
[redacted]
Sent: Friday, August 28, 12:PMTo: [redacted]Subject: Re[2]: Suspension of Revdex.com Accreditation [redacted]
""> In response to Ms[redacted]'s Complaint: The customer's vehicle was paid off on July 27, The reason the time to complete her payoff was longer than usual is because she completed and signed paperwork to have her vehicle financed through our dealership and days later, went to her credit union and requested that they finance the vehicleHer credit union then needed further information and paperwork from [redacted] in order to finance the vehicle, which extended the process furtherOur finance department did speak with Ms[redacted] over the phoneThe request for a Day Payoff requires the customer to sign paperwork agreeing that they are responsible for any days over the requested daysBy July 1st, when Ms[redacted] had her car refinanced by her credit union, the initial days (from June 23rd) had not passed, thus the vehicle could not have been paid off by the 1st. We resolved this issue; the vehicle has been paid off, and if Ms[redacted] has any further questions, please feel free to contact us. Thank you, Nicole B[redacted] Customer Advocacy Manager [redacted]
Mrs. [redacted]
My name is [redacted] and I have recently been assigned to Customer Relations Manager and take this case very seriously. Please call me at your earliest convenience, if you so choose, I would like to speak with you regarding this matter. I apologize for the inconvenience and frustration regarding the communication issues and will personally handle the matter for you. My personal number is [redacted] please call me if you are still looking for a resolution.
Thank you,
[redacted]
Sent: Wednesday, October 19, 2016 7:36 PMSubject: Case Number [redacted] On the [redacted] matter of a perceived overcharge of $90, I am refunding that amount in full. While the amount could have been justified, because of poor communication on our part, I am...
giving the money back to the customer and apologize for any inconvenience. A check will be mailed to her tomorrow and I also offer her a free oil change and tire rotation for this inconvenience. She is cc’d on this and may call me. Thanks, Rick [redacted] General Manager Big Star Ford Sales 713-653-6201
Hey there,
My name is Trixi and I am the Customer Advocacy Manager. Please contact me at [redacted] and I will be happy to help you get this resolved quickly.
I look forward to hearing from you,
Trixi C[redacted]
Revdex.com:
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. As previously mentioned, [redacted]'s integrity is in question.
I took my [redacted] in for a check engine light, and due to their negligence, caused an oil spill the first time and the second time did not place the windshield wiper hose back in place. After my visit, I have experienced severe vibrating.
[redacted] does not provide reliable service.
Regards,
[redacted]
Revdex.com:
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.
Sent: Tuesday, November 08, 2016 2:15 PM
Subject: #[redacted]
I was out of town for the last few days & wanted to respond to the complaint. I did get the check, but not in time to respond. I would like for complaint #[redacted] to state it has been resolved.
Thank You,