Broadway Ford, 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 They state in the letter that they are not able to verify a prize over the phone but they did verify the prize over the phone Our flyer did say we were a winner and then we were told that our flyer was actually not a winner We weren't offered a $gift card until my husband got upset because they misled us so bad.Regards,*** ***

Good morning [redacted]. My name is [redacted]. I am the Fixed Operations Director at Broadway Ford in Idaho Falls, Idaho. I would like to address the concern that [redacted] has filed with your agency. Ms. [redacted] came into Broadway Ford on July 28th. With a concern of her transmission had no reverse....

She stated that she had purchased a transmission in Dec. of 2014 from a Ford dealer in Delaware, which is covered by a 3 year warranty. The problem is, she opted to pay an individual under the table as opposed to paying the dealership for the installation and labor. This is where things get tricky. As a franchised dealer, we are required to follow a bible, so to speak, called the Warranty and Policy manual. In that manual are very strict rules we are required to follow. Regarding Ms. [redacted] issue, because she paid an individual instead of the dealer, under the table, the warranty changes. On page 141 of the policy manual, it states the selling dealer is responsible for  submitting a warranty claim on behalf of the customer, then reimburse the customer for the repairs. It also states the customer must provide an invoice with the vehicle VIN number on it. The paperwork we were provided did not have a VIN number. We were simply following Ford Motor Company policy. As far as Ms. [redacted] concern regarding payment, we do not accept out of state checks, as most retailers do not, we would have accepted a credit card, but she had made the comment that she would dispute the charges on the card, refusing to pay for the repair. If you have any questions regarding this response, please feel free to contact me at ###-###-####. I can provide copies of the aforementioned policy manual if you would like. At Broadway Ford we strive for excellent customer satisfaction. We tried very hard to accommodate Ms. [redacted] and get her on the road in a timely manner, unfortunately, the circumstances forced the repair to take longer than expected. Thanks for your time!                                         ...⇄                                         ...⇄                                         ...⇄                                         ...⇄                                         ...⇄                                         ...⇄                                         ...⇄                                         ...⇄                 Sincerely,                                         ...⇄                                         ...⇄                                         ...⇄                                                         ...⇄                                         ...⇄                                         ...⇄                 [redacted]                                   ...⇄                                         ...⇄                                         ...⇄ Fixed Operations Director

In regards to Mrs. [redacted] complaint. The mailer that she received has a complete Consumer Disclosure that states the rules of the event. The sales event and contest are compliant with all state and federal laws. As per our contract with the Hole 'N One insurance company, we were not allowed to...

verify prizes over the phone. We were able to let the customer know that they had won a prize but we could not verify which prize without them bringing the flyer into the store. Every customer that brought their flyer into Broadway Ford, won at least a $5 Walmart gift card. If their confirmation number was not a matching number on the prize board, they automatically won a $5 Walmart gift card. Mrs. [redacted] declined hers. The flyer states "If you match 3 in a row, you win "A" prize". It's also states that the confirmation code will determine the prize. Without bringing the flyer into the dealership and verifying that code, there is no way to confirm what prize a customer has won. The flyer also discloses the odds of winning each of the prizes. I spoke with Mrs. [redacted] on the phone in regards to her complaint on 1/20/16. I explained the rules to her at that time. I apologized for the misunderstanding and offered her a free oil change or a detail for her frustrations. She stated that the only way she would be happy is if we gave her the $5000. Unfortunately, she did not have the winning number for the $5000 and we are not able to pay her for a prize she did not win.

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.
While I appreciate **. [redacted] response, the one free oil change he offered seems a small token. I sought out Broadway Ford, on their internet sight, on the phone with their salesman and I drove 50 miles to see and purchase the vehicle. [redacted] made what had been a great car buying experience into an ambush. I'll readily admit I let it happen, but will always feel my trust in the business was abused. I won't be doing any business with them in the future and anyone that will listen will know about my experience. Regards,[redacted]

I have had contact with **. [redacted] and seems there were some valid concerns that I am following up at the dealership. **. [redacted] expressed that he takes responsibility for signing papers without reading and fully understanding I feel that we hold responsibility for explaining and completely disclosing...

all contracts especially warranty or any other finance products. I feel that we are on good terms however with his having some continued reservations. I did tell **. [redacted] that we will always do the right thing to rectify any situation. We value **. [redacted] as a customer and hope that we can always be his dealership of choice.                                    �...⇄ Broadway Ford980 W Broadway AveIdaho Falls, Id 83401