BIZI International, Inc

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 complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

I reviewed this case with my Service Manager, Assistant Service Manager and Service Adviser (***) yesterday (1/25/17) I will certainly admit that the lack of quality communication concerning the events was less than satisfactory As for the monetary compensation, the initial repair was
not covered by the policy that was enforce for the customer Therefore, I don't see why we would be liable to repair the carConcerning the $for her inconvenience, we are not of the opinion that we owe the customer money for our handling for the situation Please accept this as our response and stance on this case

We confirm with ESP's Triple Care representative regarding Ms***'s warranty claim; it was denied because of a broken paint surface, and there is a claim number to reference. That claim number is: ***. The representative from Triple-Care said if the customer wants to know more information about why it was denied, they can call Ford ESP "Prior Approval" at 1-800-***

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 complaint. For your reference, details of the offer I reviewed appear below
***, In any other situation I would probably agree that simply stating an item is covered when it is no does not make a business liable for it, but this situation is unique in that Ford kept my vehicle for and a half weeks, and I received poor customer service, and zero compensation to make this rightIf you really feel that your dealership is under no additional obligation then to partially fix what they damaged and return my car weeks late, in a rude fashion with zero information, then there really is no hope for youIn regards to your statement that my license plate lamp was not effected by the damage Ford caused to my car, that is simply not trueYou have no firsthand knowledge of that, and apparently your company isn't even clear as to what exactly did happen to my vehicle, so I don't believe that you could be that in the dark about this entire situation but know with 100% certainty that damage wasn't caused by your service departmentWhile I appreciate your offer to fix my light; the last time your service department touched my vehicle, they caused $1,in damage to itI'm sure you understand that at this point, I'm more confident of my own abilities to fix it then of your service teamsSo thank you, but not in a million years
To settle this matter, I would be willing to accept a repair of my trunk, or the $in monetary compensation for my time and troubleYou appear to be of the position that your company has zero obligation to compensate me for their egregiously negligent actionsThis is completely unacceptable, and is indicative of the less then satisfactory experience I have had with Ford since day one
Regards,
*** ***

*** ** ***
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***
I do understand your concerns and frustrations over your recent service businessIn all cases, our goal is to completely satisfy all of our customersWe try to complete the needed repairs in a reasonable amount of
time using only original Ford partsI am sorry to hear that the new Ford part that we installed was defective and you had to come back and have it replaced Ford does give a warranty on all of their parts and it appears in this situation the replacement part and the labor was claimed under warranty and was no charge to youUnfortunately the warranty does not cover time or any inconveniences caused by the defective partI am happy that the replacement part is working properly for you and that your car is performing to your satisfaction. I would like to offer you 15% off your next service at Northgate FordJust bring a printed copy of this letter with you when you bring your car in.
*** ***General ManagerNorthgate Ford

I have reviewed the response made by the business in reference to complaint ID 10701039, and find that this resolution is satisfactory to me.
Regards,
*** ***

***,I understand your lack of confidence with our service department But, as I mentioned before, the trunk repair is between the Dent company and you We cannot make them approve a repair While I completely acknowledge your frustration with our handling of the situation, I don't agree with compensation for your inconvenience While our communication was poor, much of what occurred was completely out of our control I sincerely apologize for upsetting you during the repair process.*** ***

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 complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I don't feel this is an acceptable responseSaying that much of what occurred was out of your control is inaccurate and upsettingWhat occurred happened because of your employees actions, and your departments handling of my vehicle repair should have been completely under your control and to say it wasn't is completely unacceptableWhich brings me back to my original point: this entire event was completely avoidable, it occurred due to your company's actions, and then inaction in handling the damageThis entire incident was an eronious inconvenience and occurred through no fault of my ownSo I feel that to apologize after the fact, and basically dismiss any sort of responsibility, is completely appallingI am not asking you to force the warranty company to cover the repair, I am asking your company to cover the repair as compensation for the distress caused to me by your employees negligence and mishandling of this situation. Regards,
Regards,
*** ***

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 complaint.  For your reference, details of the offer I reviewed appear below.
    Ford's response completely ignored the fact that they returned my car still damaged. They broke the license plate light, and have made zero offers to repair it. After reviewing [redacted]'s response, I attempted to contact him to discuss the issue, in the spirit of settling this matter. I left him a message on 1/27/2017. I never received any call back. I can only assume Northgate Fords own "lack of quality communication" is a trait they learned from [redacted], since apparently he to is incapable of picking up a phone.     As far a [redacted]'s comment that he doesn't "see why we would be liable to repair the car." Allow me to explain why you are liable, [redacted]. As I stated in my original complaint, your employee [redacted], informed me on the phone that he "believed everything was covered", and that he would look into it. I never heard back from [redacted] to inform me that his belief was incorrect and arrived to pick up my vehicle with the believe that everything would be repaired. Therefore, you are liable because your employee gave me false information, which he never corrected. I relied on this representation and allowed you to keep my car for almost 4 weeks, thinking that at least when I received it back, everything would be repaired. If your employee as a representative of Ford, tells me that something is true, you have a duty to either immediately inform me that that information was incorrect, or to provide the service that your employee told me would be provided. In this case you did not inform me or [redacted]'s mistake, therefor you are liable to provide the service that I was told would be provided, i.e, repair the dented tailgate. Ford's service has been nothing but appalling throughout this entire process. I had hoped that [redacted] would at least have the decency to acknowledge this, however like the rest of his dealership he appears to be incapable of admitting fault or effectively communicating.  
Regards,
[redacted]

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 complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[redacted], my name is [redacted].  I am the new General Manager at Northgate Ford.  I was the one that answered your initial complaint.  I did not receive a call from you after I had sent the answer through the Revdex.com system, otherwise I would have reached out to you.  I have attached a copy of the DentCare contract.  The contract does not call for your repair to be covered under the policy.  Our Service Adviser, [redacted], was in error in giving his opinion of the repair being covered, but that error of opinion does not make Northgate Ford liable for the repair.  As for the additional $500 you are requesting, I do not feel it warranted for us to pay.  The license plate light was not affected by the accident with your car, but I will have our service department fix this at no cost if you wish them to do so.  Please let me know if you want to have us fix this item.[redacted]

[redacted],I apologize for the issues you encountered with the purchase of your Explorer.  I did check and apparently you do now have the registration for the Explorer.  I left a voicemail for [redacted] as well at 3:00 pm on May 10, 2018. Thank you,Dan M[redacted]

Tell us why here...  I understand your concern over the 2017 Ford Fusion you purchased in August. My understanding is that the wheel had been damaged by the transportation company and that the damage was cosmetic and did not hurt the structure of the wheel or tire. The new replacement...

wheel has been installed on the vehicle and you are satisfied with the replacement. The other repairs on your vehicle were completed under the full factory warranty and are all operating as designed. It is the our responsibility to perform the work at no charge to you if the complaint is related to bad workmanship from the factory or a defective part. Unfortunately, Northgate Ford can not repurchase your car and refund the total purchase price. I will personally be involved with any additional repairs needed an assure you that the repairs will be done swiftly and as accurately as possible. Let me know when your car is in for service and I will follow it thru the repair process. [redacted]General managerNorthgate Ford

I spoke with [redacted] and offered to cancel her contract and pay for the $50 cancellation fee.  She is going to discuss this with her husband.  I asked her to call me back or have her husband call me if they had any other questions or concerns.[redacted]General ManagerNorthgate Ford

[redacted]
  I'm sorry this wasn't resolved immediately.  I read thru the emails with [redacted] and it appears to me he didn't bring it to management attention.  I have one at waiting for you know at the sales manager tower.  My email address is [redacted]...

and my cell is [redacted] .   Just let me know how I can get this to you. [redacted]
 
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