Boland Tom Ford Inc

11/29/17- Left message for *** *** with the receptionist who said he just stepped out for lunch that the case is closing

As a follow-up to the response to my complaint, I would like to address a few specific items that Mr. [redacted] mentioned. The first item:I did not look for/purchase the car at the beginning of March. I never stepped foot in the door of the dealership until I came to pick up the first...

vehicle at the end of March. To be specific, my first visit to the dealership was 03-27-17. I did not test drive the vehicle. All of my discussions regarding price, trade value, etc. were done either over the phone or via text message or email. I specifically asked the salesman if there were any scratches, nicks, or dents on the car. I was told, “no, it's in perfect condition”. I was also told it had 9 miles on it when it in fact had approx. 2,000. I still have a copy of all communications.The second item:Communications between myself and Tom Boland Ford were ceased when Mr. [redacted] told me to stop calling the dealership because they were not willing to help me. It wasn't until after he told me to stop all communications with the dealership that I went to another dealership for help. Finding another dealership was done at the advice of Ford Corporate Customer Service. It was at this second dealership where proper photos were submitted to Ford Warranty. Within 15 minutes of being submitted, a representative from Ford called the dealership to verify the damage to the vehicle because he could not believe that a dealership would not help a customer with obvious factory defects like the ones on my vehicle. In fact, my car is currently at the other dealership being completely repainted covered under the Ford warranty because it was deemed as manufacturer defects.From my initial communication with my salesman on April 2, 2017 I stated: “There are just a couple of things. I can't find the card that has the default code to program the door. I wasn't sure if that was something you could help me with or if I need to call Ford for that.I was told by Mr. [redacted]: “The door code card should be in with the manuals in the glove box. Probably either in between the manuals or in the pocket of the manuals cover. If for some reason it isn't there, you can take it to any Ford dealer and they will be able to retrieve the code for you. If they are going to charge you for getting the door code, we will definitely take care of that charge.”I did in fact have another dealership lookup the code on the car. I was told there was a $60 fee for this. While I was at the dealership having this done, I called Tom Boland Ford to discuss how this was going to be paid. Mr. [redacted] was not available so I asked to speak to a manager on duty. I told the receptionist my name and explained my situation and stated that the dealership where I was needed to be compensated for their work. I was placed on hold for over 10 minutes. To this day, Tom Boland Ford has not paid the dealership who helped me.With my first telephone communication with Tom Boland Ford regarding this vehicle I reiterated the problems that were laid out in my first email communication: “On the front bumper there is a spot that looks like a splatter mark. It looks like there was something on the bumper that was painted over because it is raised higher than the rest of the bumper. On the back bumper there is a deep scratch on the bottom gray plastic part. There is also a deep scratch towards the top of the back bumper. There are also issues with the driver seat. There are spots where it is cracking and almost flaking and the carpet between the driver and back seat keeps coming loose from the frame. These last two things look to be defects from the factory.” I also stated that the windshield, moonroof, and back window had numerous chips. The windshield is so bad that the vehicle cannot be driven at night because of the glare. All of these problems were also communicated through email on April 9, 2017 with [redacted] at Tom Boland Ford. From there they were communicated via telephone with Levi the Service Manager at Tom Boland Ford and [redacted] at Tom Boland Ford.My car is currently at a different dealership who has very helpful employees who were able to submit adequate photos to have to the Ford warranty department. The car is be completely repainted under warranty over the next few weeks. The carpet is also being replaced under warranty. The glass is currently under the appeal process. Aside from the glass being under appeal, the only other item in question is the scratch on the back bumper. Because that was an issue that should have been reported as soon as the dealership took delivery of the vehicle, replacement may not be covered under warranty. The only items that I have requested that Tom Boland be responsible for at this point is the replacement of the moonroof and the bottom plastic part of the back bumper. The chips on the moonroof are above and beyond normal wear and tear for chips and the dealership should have inspected the car thoroughly and seen the scratched bumper upon delivery and reported it right away to Ford. If they had followed that protocol there would be no question of it being replaced by the Ford warranty department.Mr. [redacted]’s response of not being able to make every customer happy is completely ludicrous. I work in customer service every day and I make sure that every customer is happy even if it means going above and beyond normal protocol. Plus the items that the other dealership has been able to replace/repair under warranty shows that there are/were in fact numerous defects with the car and that the Ford warranty department agreed. Unfortunately it came to the point that I had to go to another dealership to get these results.

11/20/17- Called and left message with Consumer. Gave extension and call back times.11/27/17- Called and left message with Consumer. Gave extension and call back times.11/29/17- I purchased a car from them and told them within 2 days what was wrong with it. I brought it in and had them take pictures of it to send to Ford. That took them 3 weeks to turn in and they didn't do it properly, so Ford rejected it. The car has since been bought back from Ford through a different dealership, so I doubt that [redacted] would do anything about it anymore and I'll just leave a review through the Revdex.com. I don't want to continue with this because I don't want to say that I accepted anything from them after they told my husband they'll have to agree to disagree about things and not to call them back. Mediator notified Consumer that case will be closing then.

See attached.

Tom Boland Ford apologizes for any concerns that [redacted] has had with her pickup purchase.  The vehicle that she purchased was reconditioned through our shop prior to her purchase and thoroughly repaired.  Tom Boland Ford spent in excess of $2000.00 to recondition the vehicle to the high...

standards that we require for all of our retail units.  Unfortunately, the problem that [redacted] had was something that could not have been seen on a 12 year old vehicle with 78000 miles.  The warranty that came with the vehicle, that the dealership added at its expense, was 4 month 5000 miles.  According to conversations with Mrs [redacted] with myself and our service department, the vehicle was broke down at a shop a couple hours away from our store and the miles were outside of the 5000 mile limitation.  Again, we are sorry for the trouble that she has experienced, but we feel that between the reconditioning done, the warranty given at the time of sale, the age of the vehicle at the time of sale, and the miles being out of the coverage time, our dealership is unable to assist in any further repairs.