Brien Motors

Complaint: [redacted] I am rejecting this response because: Per my Epic Ford Work Order # [redacted] SSM# [redacted] was issued by Ford Motor on October I purchased the vehicle on November It was not disclosed to me about the issue prior to my negotiations of the sale of the vehicle Sincerely, [redacted]

We are very sorry the customer is unhappy with his vehicleIt has beenrepaired several times in the last few years whenever we couldduplicate any concernThe entire transmission assembly was replacedin early We have not seen this customer for over a year.Ford Motor Company policy states that before a repair can becompleted, it must first be duplicatedThere have been multipleoccasions since purchase that the customer would have manycomplaints about the vehicle and its operation but we were unable toverify them, thus no repair was done or attempted.The most recent visit by the customer went like this- he shows upwithout an appointment yelling and screaming at one of our employeesthat he wants a new carHis agitated state was causing his year oldson to become hysterical and was crying at the top of his lungsThecustomer didn't seem to care about the infant in his arms and theabusive language was repeated time and time again that day from ourService Advisor to myself (Service Manager) to our General SalesManagerThe customer also launched into a screaming tirade when wegot our Ford Motor Company Customer Service Representative on thephone for a conference call (customer had demanded this call)So he leaves the car with us that day and we perform Ford MotorCompany guidelines for his transmission shifting concerns and all tests passed and we never were able to duplicate any issues with the vehicleat allFord doesn't re-imburse us for any diagnosis if we do not performa repair so it is in our best interest to find something and tix it!However, we cannot just randomly replace or repair something justbecause the customer wants us to.Ford Motor Company has been contacted by this customer andupdated by Brien Ford of our findings (or lack of) and they refuse torepurchase the vehicle or offer any sort of remittance at this time.Sincerely,Brian M [redacted] , Parts and Service DirectorBrien Ford [redacted] @brienford.com

Complaint: ***I am rejecting this response because: I have been to this dealership on numerous occasions because of defects with this vehicle and every time I bring the vehicle in for a problem this is the type of service I have come to expectSo I did make an appointment on the Monday prior for 9am on the day in questionAfter making my appointment I called Ford customer service to attempt to make the process of dealing with this service center easierI was told all my concerns would be forwarded on to the service deptUpon arriving to the dealership the service rep was already dealing with an upset customer over a situation similar to mine and so she passed me off to a very new service repI attempted to explain the defects I was having with the car, but it was too much for the rep so the female rep interrupts me while I am explaining my concerns and tells me they will call me when they are finishedShe never wrote down any of my concerns and I felt since I had already explained this to Ford they must have received contact from Ford already(not the case)After dropping my car off I walked over to sales to test drive a manual vehicle to see the differenceThe sales office opens at 9am but I was not helped by anyone for an hourI finally left for a test drive and headed home to get lunch as it was almost 11amMy son and I ate lunch and went to leave to take the car to my wife for a test drive on her lunch break, but the vehicle would not start and stated Key Not Detected even thought he key was in the ignitionFor another hours and several phone calls to the dealership they eventually sent the sales rep to get the vehicleOnce back at the dealer I was informed my vehicle was doneAfter speaking to the service rep only one of my many concerns was checked and nothing was done because nothing could be found on their computerI was not happy with this and asked to speak with someone from Brien Ford and the Ford customer service rep at the same time about thisShe refused and sent me back to sales, why I don't know? At this point the sales manager attempted to help me as I was very upset since it had been hours and nothing had been accomplishedHe assisted with getting the Service manager and Ford on the phone together with me in the roomFord took the side of the dealership and told me nothing more could be done at this time as the Ford service equipment could not replicate the concernAfter the phone conversation I asked for my vehicle and leftAs I was leaving the very first shift the car shuttered and jerked from 1st to 2ndMy son and I were both very upset after hours of dealing with a company that would not listen to my concerns, And I was aware of the well being of my childNon of this has anything to do with my vehicleThe fact is there is something wrong with my vehicle and I have a warranty to cover it but the dealership refuses to fix the carI am bringing the car to them because of safety concerns I have while driving with my child in the car, one accident has already been caused by thisI also had another accident with my child in the car that should have set off the rear side airbags, but did notThis is a recall and was brought up by me, but the dealership did nothing and ignored my concernI do not have time to bring this vehicle in every week and this should be shown as I would not have put my son in a situation like this unless the outcome would make him safer while traveling on the road. Sincerely,*** ***

I did not receive the customer's response from the Revdex.com until today. Closing this case as unresolved is not acceptable to me...period. We had no knowledge that there was any issue with this vehicle at the time of delivery as Mr*** well knows. Ford will NOT allow us to replace his unit as Mr*** also well knows. If he chooses, Mr*** could pursue Washington State lemon law but I am guessing he looked into it and his vehicle does not qualify. It is unfortunate that the customer is having this issue with his vehicle but blaming this dealership is inappropriate and misplaced. I am confident that Ford will ultimately repair his unit as they have committed to him. Thank you. Casey S***

I am sorry Mr*** is experiencing challenges with his new car. I am also disappointed that he did not contact me directly. I have worked with him in the past and (I believe) I have demonstrated to him that we are extremely customer driven. We believed the vehicle to be in
perfect working order when it was delivered. Replacing his nav unit with a new one is not necessarily the right way to repair his car. We are awaiting further instruction from Ford. I am very confident that no one in this organization did anything deliberate to mislead Mr*** and am surprised that he would suggest that. In closing I would like to point out that is years of this dealership's association with the Revdex.com, we have never had an unresolved complaint. Thank You, Casey S*** General Manager Epic Ford (formerly Brien Ford)

Complaint: ***
I am rejecting this response because:The vehicle was and still is defective, with no repair available.Again it has been months from the time Ford notified it's dealers of the problemPlease just replace with a working unitThe dealership has done nothing but to say Ford is working on the problemSo I was sold a vehicle with a problem that the Dealership should have told it's customer.
Sincerely,
*** ***

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. Thank you very much for listening and taking my issues seriously. Thank you Casey for responding to my complaint so quickly. I will definitely recommend the business to friends and family. 
Sincerely,
[redacted]

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. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: Per my Epic Ford Work Order # [redacted] SSM# [redacted] was issued by Ford Motor on October 26 2016. I purchased the vehicle on November 22 2016. It was not disclosed to me about the issue prior to my negotiations of the sale of the vehicle.  
Sincerely,
[redacted]

I completely agree with Ms. [redacted]'s complaint and agree to refund her money.  I could offer up multiple reasons why this happened, but they would just sound like excuses.  I am so sorry she had this experience at our store.  She can reach out to me directly for her refund.  My...

name is Casey S[redacted] and my number is [redacted].  Again my apologies.  Casey S[redacted]

I am surprised that the customer would be interested in having us work on his vehicle.  He has made it clear in this complaint (and in the social media) that he thinks we are incompetent, uncaring, and borderline dishonest.  Any Ford dealer can perform warranty repairs on this vehicle.  Perhaps having a new set of eyes will help with the concern.  That being said, we would be willing to perform repairs on this vehicle.  I think it is important that we discuss this first so that we can manage our customer's expectations.  Additionally, the conversation will be a short one if it is not civil and without profanity.  Thank You

We are very sorry the customer is unhappy with his vehicle. It has beenrepaired several times in the last few years whenever we couldduplicate any concern. The entire transmission assembly was replacedin early 2014. We have not seen this customer for over a year.Ford Motor Company policy states that...

before a repair can becompleted, it must first be duplicated. There have been multipleoccasions since purchase that the customer would have manycomplaints about the vehicle and its operation but we were unable toverify them, thus no repair was done or attempted.The most recent visit by the customer went like this- he shows upwithout an appointment yelling and screaming at one of our employeesthat he wants a new car. His agitated state was causing his 2 year oldson to become hysterical and was crying at the top of his lungs. Thecustomer didn't seem to care about the infant in his arms and theabusive language was repeated time and time again that day from ourService Advisor to myself (Service Manager) to our General SalesManager. The customer also launched into a screaming tirade when wegot our Ford Motor Company Customer Service Representative on thephone for a conference call (customer had demanded this call)So he leaves the car with us that day and we perform Ford MotorCompany guidelines for his transmission shifting concerns and all tests
passed and we never were able to duplicate any issues with the vehicleat all. Ford doesn't re-imburse us for any diagnosis if we do not performa repair so it is in our best interest to find something and tix it!However, we cannot just randomly replace or repair something justbecause the customer wants us to.Ford Motor Company has been contacted by this customer andupdated by Brien Ford of our findings (or lack of) and they refuse torepurchase the vehicle or offer any sort of remittance at this time.Sincerely,Brian M[redacted], Parts and Service DirectorBrien Ford [redacted]@brienford.com