Bob Allen Ford Inc

As the customer stated the vehicle was towed into Bob Allen Ford on 6/11/to have new keys madeWe attempted to program the keys on that date, but were unable to do so due to the fact that the anti theft system was malfunctioning during the programing process and would not allow us to gain access
in to the key programming portion of the vehicle computerAt that point we asked Mrs*** if she would like us to diagnose the issue with the anti theft system in which she agreed toUpon diagnosing the system we found an issue with the anti theft transceiver, which monitors the signal being produced from the programmed key, and we also found multiple fault codes stored in the computer indicating communication issues with the instrument panelWe provided the customer an estimate to replace the transceiver and the instrument panel which they declined
Fast forward to 12/14/Mrs*** called our dealership and reported the issue stated in this complaint indicating that the improper keys were cut for the vehicleI researched the issue and based on my findings I do agree with her that we cut the incorrect keys for the vehicle, however we never determined during the programing process that the keys were incorrect due to the fact that the anti theft system was malfunctioning and would not allow us to gain access into the programming portion of the vehicles computer systemHad the system been functioning properly when we initially tried to program the keys on 6/11/it would have been very obvious that the keys were incorrect, and we would have obtained the correct keys and completed the programming processBecause the vehicle would not enter the programming process due to the issues stated above with anti theft system we were never able to determine that the keys were incorrect and therefore never recut the correct keys for the vehicle on that date
On 12/14/after determining the facts about the situation I made the offer to Mrs*** to refund her the total price of the service she paid for on 6/11/for $She indicated that she would speak with her husband and get back with meI never heard anything back from her until she left a negative review on Facebook on 12/30/indicating that we were not willing to work with her on the issueAt that point the internet director of our store Larry B*** reached out to her to apologize for the situation and asked what we could do to resolved the issueMrs*** indicated to Larry that she was requesting $as a settlement for the issueAs a goodwill gesture, we agreed to work with Mrs*** on the issue and made an offer back to her for a dollar amount that we felt was more than fair given the circumstances listed aboveAll that we asked for before proceeding was that Mrs*** produce a bill of sale indicating when the vehicle was sold and for how much, so that we had sufficient proof of the claim she was makingWe are still waiting for her to produce this bill of sale, until she does so we will not be able to proceed with any further discussion on how we would be able to provide her with goodwill assistance

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Complaint: [redacted]
I am rejecting this response because: When the vehicle broke down and we discovered it was an issue with the keys being deprogrammed, I called them and asked how could I have keys cut and programmed. They told me it would need to be towed in. They then called and said that did not work and made the statement about it being the transceiver and cluster assembly (They never called me and asked to "diagnose" anything). I had my vehicle towed home and sold it 6 months later due to it just sitting. The vehicle was sold AS IS NOTHING WAS EVER DONE TO IT AFTER BOB ALLEN FORD had it. Until the guy that bought it plugged in his laptop, ran a simple program, and it came back "fake keys". He then went to Bob Allen Ford had two new keys cut and programmed (which he DID NOT HAVE TO PAY FOR because I ALREADY PAID FOR THAT SERVICE, that WAS never done), came back to my house, put the key in and drove my car off. I then contacted the Service Manager he just kept saying he couldn't understand how that happened. He offered to refund me the price of my keys $163.17, and which I would not accept because I am out THOUSANDS on a new car I did not need to purchase. I told him I felt I was owed the value of my vehicle, he then said the General Manager was out of town and when he got back he would get with him, because what I was asking for he couldn't authorize. I never heard back, even tried to call the Service Manager back again left voice mails and NEVER got a call back until my Facebook Post 12/30/16. I then received a call from the Internet Director, whom was by far the nicest one I've dealt with. He came back with the offer of giving me what I sold it for ($700) and I could come in Tuesday 1/3/17 when the GM got back in with my Bill of Sale and he would cut me a check. I then stated I DO NOT ACCEPT that offer, because I am out a lot of money. He said that if I gave them until Tuesday the General Manager and the Owner would be back in and they would give me a call. The only call I received on Tuesday 1/3/2017 was from the Service manager and he was nothing but rude. I have never heard back from anyone else. Moral of it is, the vehicle was taken to Bob Allen Ford to have keys cut and programmed (when really it didn't need to be there) and the service was never done, instead other things were said to be wrong (which have never been replaced) which lead us to sell a vehicle we owned (no payments) and purchase a vehicle that now has payments and then after we sell it the guy fixes it the same way we asked Bob Allen to , CUT AND PROGRAM KEYS!!!
Regards,
[redacted]

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Complaint: [redacted]
I am rejecting this response because:Yes my vehicle was 12 years old with over 204,000 miles on it but it was WELL MAINTED. That vehicle was running great, never been in the shop (prior to this). The following is a list of maintenance done to that vehicle:  Fluids, filters, plugs, wires changed at intervals according to owner’s manual Tires replaced, regularly, when needed Transmission replaced 3 years ago ALL 4 hub assemblies replaced less than 2 years ago New rotors and ceramic brake pads put on less than 1 year ago New throttle Body put on less than 1 year ago New passenger CV shaft less than 2 years ago  This vehicle is a 2004 Mercury Mountaineer Premier Edition, third row setting, leather seats, cool/heat settings on both front seats, sun roof, rear air conditioning,  AWD, Backup Sensors, flex fuel and IN EXCELLENT condition. No tears in the seats, interior looked great. The ONLY THING wrong with the vehicle was some rust was starting to show. I have pictures of ALL of this with my posting I put on Craigslist. Also stating selling this car was HARD for me because it was so good to us!!!!!!!!! This is NOT a car I was looking to “trade in” or even get rid of. They are acting like this car was lucky to even be driving that long. We put a lot of money into our vehicles, WHEN IT IS NEEDED!  This vehicle may have been 12 years old and 204,000 miles on it, but what is that saying Fords don’t last past 12 years? We took great care of the car and when something went wrong my husband fixed it. He knows exactly what he is doing when it comes to cars (he just rebuilt a corvette). The problem we ran into was we don’t have the ability to cut and programs keys. I have been told NUMBEROUS amounts of things that “caused this to happen”, all of which are different EVERYTIME!! I was told it was the transceiver and cluster assembly, then I was told it was my anti-theft system, then I was told it was my computer, then at one point I was told sometimes with dramatic changes in weather causes the problem (by the service manager). But letting the car sit for 5 months did not magically “fix” all these problems. In reality if I would have taken my VIN number make/model of my vehicle and asked for keys to be cut and programmed, I NEVER would have taken my car in and they wouldn’t have been able to ty and get more money out of me. But they told me I HAD TO HAVE MY CAR BROUGHT IN!!  The transceiver and cluster assembly are still the same that was on it, the anti-theft system was on because UNPROGRAMMED keys were trying to start the vehicle (that’s the purpose of that system), nothing’s ever been done with the computer system in that car and the “weather” has NEVER caused issues in the past. The problem was the “key” they cut me DID NOT HAVE A CHIP IN IT. You cannot program a key that does not have a chip in it. And in order to start the vehicle it has to have a chip in the key.  My story has always been the same. Once the guy bought my car he hooked it up to his computer the code came back “fake keys”, he went to Bob Allen Ford with VIN # (ONLY) and had keys cut and programmed. He came back to my house put the keys in it and started it and drove it off. Setting for 5 months was NOT an issue with the vehicle because it was very well cared for. It didn’t need jumped after sitting that long it didn’t need ANYTHING but the proper keys, that does not sound like a vehicle that was “at the end of its life”.  And yet they say they couldn’t program keys because the car’s computer would not allow them to. REALLY?!? Then how in the world did they do it the second time WITHOUT THE CAR THERE.  My regret is that I LISTENED to the Service guy at Bob Allen Ford when he told me my car was old and fixing these problems may or may not get the car running again. With it being a FORD AUTHORIZED DEALERSHIP I took their word, lessoned learned!!!!!  And YES I DID PUT A NEGATIVE REVIEW ON THEIR FACEBOOK. And NONE of it was a lie.  If you go to their website it ONLY has their 5 star ratings (VERY MISLEADING IF YOU ASK ME) because if you go to their Facebook, I’m not the only unhappy customer. So speaking my experience is not against the law if I am telling the truth. Prior to this we owned two Fords, now we own NONE. I will continue to say what a horrible experience I had at Bob Allen Ford I will continue to not recommend them to ANYONE. I have not made any contact with them because the last time I spoke with the Service Manger he said, “I am not going to get anywhere going around and around with you.” He was RUDE and unprofessional making my experience even worse. I took every step I could to keep in contact with the shop to try and get this resolved but they kept wanting to “find” another problem and not take responsibility for their mistake.  I have NEVER been contacted by the people they said would be calling me (General Manger and Owner). I was NEVER interested in trade-in-value. I had to purchase a new car now I am over $14,000 in debt for a car I DID NOT NEED and my insurance has gone up over $100 because I no longer have a car I OWN I have a car that has a loan against it. I find it very bothersome that hard working people are taken advantage of by companies to try and make a dollar and when something goes wrong WE are out the money and the company just acts like it’s nothing. I am not the kind of person to put negative reviews about people or companies, but this one was WAY TOO BAD to just be ok with. The worse thing is THEY WON’T TAKE RESPONSIBILITY.  If they would have cut keys with chips in them and PROGRAMMED them the first time NONE OF THIS WOULD HAVE HAPPENED!!!!!!!!!!  What can you do? You can pay me the value of my vehicle (minus what I sold it for which was $700). That is really not that much when you think about how much I AM OUT!!!!! Kelley Blue Book Value is $3297.00
Regards,
[redacted]

Revdex.com TEAM,In response to the consumer's last notes we say: The vehicle in question happens to be twelve years old and has/had over 207,000 miles on it. The cars have thousands of parts many of which are operated by tiny modules or computers which require communication to operate. When dealing with electronics  we know that many times they can have a mind of their own and work one minute and then not another. Or in some cases they fail entirely and no longer operate. In the case where a car has extended use or age on it these failures become more frequent and costly. Based on the information gathered from the consumer and the technician and Ford engineers it is high likely that the car in question had multiple items causing various symptoms one of which caused the engine not to crank. As well multiple items discovered also would show reasons why the conditions existed and the car engine would not crank. Once information was learned we shared that with the consumer who opted to not have us go any further.to try and make it operate. They took possession of the car. Many months later a discussion was had and the events reviewed mutually and an offer was made to the customer. Upon not hearing back from the customer a nasty Facebook review was posted towards the dealership by the consumer. We promptly responded and internally at that time another discussion was had with customer who to this point did and has repeatedly rejected a refund of an additional amount(based on market value of 200,000 unit) from the one given originally. We have had no contact with the customer since the Revdex.com claim. We are not sure what we can do to satisfy this consumer. What would you like us to do? Lee W[redacted]913-208-9242