Good morning [redacted] My name is [redacted] ***I am the Fixed Operations Director at Broadway Ford in Idaho Falls, IdahoI would like to address the concern that [redacted] has filed with your agencyMs [redacted] came into Broadway Ford on July 28thWith a concern of her transmission had no reverse She stated that she had purchased a transmission in Decof from a Ford dealer in Delaware, which is covered by a year warrantyThe problem is, she opted to pay an individual under the table as opposed to paying the dealership for the installation and laborThis is where things get trickyAs a franchised dealer, we are required to follow a bible, so to speak, called the Warranty and Policy manualIn that manual are very strict rules we are required to followRegarding Ms [redacted] issue, because she paid an individual instead of the dealer, under the table, the warranty changesOn page 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 repairsIt also states the customer must provide an invoice with the vehicle VIN number on itThe paperwork we were provided did not have a VIN numberWe were simply following Ford Motor Company policyAs 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 repairIf 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 likeAt Broadway Ford we strive for excellent customer satisfactionWe 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 expectedThanks for your time! Sincerely, [redacted] *** Fixed Operations Director
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 tokenI sought out Broadway Ford, on their internet sight, on the phone with their salesman and I drove miles to see and purchase the vehicle [redacted] made what had been a great car buying experience into an ambushI'll readily admit I let it happen, but will always feel my trust in the business was abusedI won't be doing any business with them in the future and anyone that will listen will know about my experienceRegards, [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 productsI feel that we are on good terms however with his having some continued reservationsI did tell ** [redacted] that we will always do the right thing to rectify any situationWe value ** [redacted] as a customer and hope that we can always be his dealership of choice [redacted] Broadway FordW Broadway AveIdaho Falls, Id
In regards to Mrs [redacted] complaintThe mailer that she received has a complete Consumer Disclosure that states the rules of the eventThe sales event and contest are compliant with all state and federal lawsAs per our contract with the Hole 'N One insurance company, we were not allowed to verify prizes over the phoneWe 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 storeEvery customer that brought their flyer into Broadway Ford, won at least a $Walmart gift cardIf their confirmation number was not a matching number on the prize board, they automatically won a $Walmart gift cardMrs [redacted] declined hersThe flyer states "If you match in a row, you win "A" prize"It's also states that the confirmation code will determine the prizeWithout bringing the flyer into the dealership and verifying that code, there is no way to confirm what prize a customer has wonThe flyer also discloses the odds of winning each of the prizesI spoke with Mrs [redacted] on the phone in regards to her complaint on 1/20/I explained the rules to her at that timeI apologized for the misunderstanding and offered her a free oil change or a detail for her frustrationsShe stated that the only way she would be happy is if we gave her the $Unfortunately, she did not have the winning number for the $and we are not able to pay her for a prize she did not win
Good morning [redacted] My name is [redacted] ***I am the Fixed Operations Director at Broadway Ford in Idaho Falls, IdahoI would like to address the concern that [redacted] has filed with your agencyMs [redacted] came into Broadway Ford on July 28thWith a concern of her transmission had no reverse She stated that she had purchased a transmission in Decof from a Ford dealer in Delaware, which is covered by a year warrantyThe problem is, she opted to pay an individual under the table as opposed to paying the dealership for the installation and laborThis is where things get trickyAs a franchised dealer, we are required to follow a bible, so to speak, called the Warranty and Policy manualIn that manual are very strict rules we are required to followRegarding Ms [redacted] issue, because she paid an individual instead of the dealer, under the table, the warranty changesOn page 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 repairsIt also states the customer must provide an invoice with the vehicle VIN number on itThe paperwork we were provided did not have a VIN numberWe were simply following Ford Motor Company policyAs 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 repairIf 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 likeAt Broadway Ford we strive for excellent customer satisfactionWe 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 expectedThanks for your time! Sincerely, [redacted] *** Fixed Operations Director
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 tokenI sought out Broadway Ford, on their internet sight, on the phone with their salesman and I drove miles to see and purchase the vehicle [redacted] made what had been a great car buying experience into an ambushI'll readily admit I let it happen, but will always feel my trust in the business was abusedI won't be doing any business with them in the future and anyone that will listen will know about my experienceRegards, [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 productsI feel that we are on good terms however with his having some continued reservationsI did tell ** [redacted] that we will always do the right thing to rectify any situationWe value ** [redacted] as a customer and hope that we can always be his dealership of choice [redacted] Broadway FordW Broadway AveIdaho Falls, Id
In regards to Mrs [redacted] complaintThe mailer that she received has a complete Consumer Disclosure that states the rules of the eventThe sales event and contest are compliant with all state and federal lawsAs per our contract with the Hole 'N One insurance company, we were not allowed to verify prizes over the phoneWe 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 storeEvery customer that brought their flyer into Broadway Ford, won at least a $Walmart gift cardIf their confirmation number was not a matching number on the prize board, they automatically won a $Walmart gift cardMrs [redacted] declined hersThe flyer states "If you match in a row, you win "A" prize"It's also states that the confirmation code will determine the prizeWithout bringing the flyer into the dealership and verifying that code, there is no way to confirm what prize a customer has wonThe flyer also discloses the odds of winning each of the prizesI spoke with Mrs [redacted] on the phone in regards to her complaint on 1/20/I explained the rules to her at that timeI apologized for the misunderstanding and offered her a free oil change or a detail for her frustrationsShe stated that the only way she would be happy is if we gave her the $Unfortunately, she did not have the winning number for the $and we are not able to pay her for a prize she did not win