I purchased a vehicle on February 25th,
Jeep Wrangler JKU Sahara
~57,miles on leaving the dealership
About weeks later on March 29th, (1,miles later), the engine now has major issues which will cost about 4,000-5,to fixThe dealership is saying there is nothing wrong with the situation and the most they can do is cover 1,of the repair cost since it was a used vehicle
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
We recently purchased a Ford Mustang on May 30, from the Ford Dealership in Port Orchard, Washington I brought the car back to my home, which is in Everett, Washington
I started to detail my car and a noticed several items wrong with the car that I was not able to see when I first bought the car First of all, I am not a mechanic, so I rely on good faith from the dealership, especially when the sticker on the car says” certified inspection” The items that I noticed that were wrong were as follows
The driver side of the seat was missing a shield on the bottom left hand corner of the seat The second thing was the rear defroster is not working because of a loose wire on the left-hand side of the window It was not attached to the rear window The third thing which should have definitely been noted on your mechanics inspection was that the back window on the canvas was not properly attached around the window seam Water was leaking into the car from the right ha
I called Bruce Titus Ford one morning to check on what an out the door (tax, registration and whatever else I might need) price would be on a Ford Explorer PlatinumI reiterated over and over again "out the door price"When I got the info from the salesman, the price was lower than offers I had received from other dealers ($47,000) When I saw the price I asked again "this is out the door price?" At this point the salesman put his manager on the phoneThe General Manager (Matt S***) picked up the phone and insisted the price was out the door priceMatt was insisting I come in for a test driveI had recently retired from the military, and my parents were visiting for the first time in many yearsI informed him I didn't want to waste the little time I had to spend with my parents "are you sure this is out the door price? Tax, Tags, and whatever else I might need?" one again he said "YES" We decided we would go down and test drive the ExplorerWe would be able to fit the whol
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
On March is we had a new set of tires put on our Roush Mustang at Bruce Titus FordWhen the new tires were installed two of the wheels were damaged and a center cap was left offWhen we brought this to their attention the dealership located our center cap and arrangements were made for them to repair the wheelsWhen we picked up the vehicle after the wheels repairs were completed we immediately noticed that the repairs were substandardThe paint did not match the other wheels and there was obvious contamination in the paintWe later found out that the dealership had repaired the wheels by spray painting them out back behind the service centerThis was brought to the attention of management at the dealershipThe service manager made arrangements to repair the wheels by having them repainted, againThey were unable to make the repairs as they had planned so they replaced the wheels with wheels from another car on the lotWhen we received the car back after this rep
I purchased a Ford Fusion Hybrid Titanuim with 11,miles on February 28, April 14, rain water came through the moon roof and flooded the driver's side of the car and the head liner was soaked I called the Port Orchard Service they scheduled a service and I brought it in on April 17, I asked if I could return it and finance a different vehicle as this one should not be leaking at such a new age and I do not have a garage I was asked to please give them a chance to fix it I was concerned about mold and mildew There was a water mark, so it was sent to detail Josh only had them clean the driver side, I was returned a half clean vehicle, I guess he doesn't realize mold spores travel It never rained after getting the car returned, I took it down for it's oil change and used the car wash coupon May 26th Water from the car wash came through the moon roof, I immediately took it back to service, they said I had to wait until the following Friday to g
We recently received a mailed flyer from the Bruce Titus Ford dealership in Port Orchard WA stating: "We will pay you the $33,original base price for your Ford Explorer less adjustment for mileage* and repairs." *($per mile) The current mileage on our vehicle is 32,miles32,@ - $= $15,$33,- $15,= $17,The vehicle is in excellent condition and never in any accidentsWhen we took the vehicle in for minor repairs we also presented the staff with their promotional flyer, they offered us $3,for the vehicle !! This is obviously VERY DECEPTIVE ADVERTISING ie Bait and Switch
Complaint: [redacted] If I can get a copy of this recording, and what you say is true, I will publicly apologize. If not, I will assume you have about the same amount of integrity as your general manager in Port Orchard![redacted]
Complaint: [redacted]
I am rejecting this response because: The contract provided states that I the owner am responsible for authorizing and paying for the teardown and diagnostic time in regards to the complaint at no point which it states that the dealership is the required party for diagnostic. The diagnostic was performed by [redacted] and discovered during routine inspections in which Bruce Titus was informed of and still attempted to charge 117$ x3 for "diagnostics" up front before even verifying any of the information to be true. While documentation from [redacted] was provided. At no point did they tell me I would be required to pay up front on a warranty that I was charged 2,000$ extra for just to find out that It was basically useless because this establishment is choosing to prey on young military members.
Sincerely,
[redacted]
Mr. [redacted] came in to set up an appointment with service and was informed at that time that there would be a diagnosis charge to determine the cause of the concerns and that once the cause was properly identified we could verify that his extended coverage would apply to the repairs. The...
initial diagnosis charge was based on one hour per compliant totaling 3 hours at $117.00 an hour, plus tax. If the diagnosis performed lead to parts that were covered under his extended service contract, that in fact his total participation in the repairs that were covered would be his deductible of $50.00. If for some reason the items that were diagnosed were not covered by his extended service contract, he would be financially responsible for the diagnosis time. This is clearly identified on the 1st page of the customer’s extended service contract under “Your Obligations” (see attached) that the customer is responsible for authorizing and paying for any teardown or diagnosis time needed to determine if your vehicle has a covered breakdown. If it is subsequently determined that the repair is needed due to a covered breakdown then We (the service contract) will pay for this part of the repair. If the failure is not a covered mechanical breakdown then you are responsible for this charge. Mr. [redacted] did not and has not brought his vehicle into our service department for the appointment that was set up to determine the cause of the concerns, therefore we have not had the chance to confirm the customer issues and address the items with the extended service contract to verify coverage of the repairs. Even though the customer may have brought in paperwork stating the these items had an issue, as the repairing service shop we need to confirm the components identified on the paperwork are in fact failed and then we can determine what coverage applies from the customer extended service contract. Mr. [redacted]'s resolution is to get a refund, however we don't show that we have received any money from him. If he can provide a receipt, we will refund him 100%.
Port orchard Ford is sending a check for $114.14 to this customer for diagnostic charges incurred on invoice number [redacted]. This check will be mailed to the customer.
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]
I just spoke with [redacted] and she agreed to meet with me at the store to discuss resolution to the matter on the 4th of January. We definitely want to make sure she is satisfied and I'm confident we can resolve this swiftly once we have met.
Best regards,
Matt S[redacted]
GM
Bruce Titus Port Orchard...
Complaint: [redacted] I am not able to recall the notification that I was being recorded. Im pretty sure Mr. R[redacted] understands Washington State law better than I do. I wonder if it would be possible to get a copy of this recording?
Sincerely,[redacted]
We have done a number of different direct mail pieces with our marketing vendor and this one seemed to not go over as well with our salespeople and prospective customers. We did have our attorney look over and approve the mailer prior to sending it. Needless to say, we will not be using this...
piece, in particular and regret any confusion on the part of Mrs. [redacted].
It appears that Mrs. [redacted] read the disclosures and did the math on the value of her 2004 Explorer according to a vehicle that would be included in the program. In the same disclosure; it states that “vehicles with an average of 15,000 miles or less per year on the vehicle odometer may be excluded from MSRP Vehicle Incentive Program.” In addition, it states that “We reserve the right to exclude certain vehicles from trade value program”.
While the mail house has all of the information regarding Year, Make and Model, they do not have mileage information on specific vehicles. Unfortunately, a 2004 with only 32,600 does not meet the criteria and is subsequently excluded from the program.
Mrs. [redacted] asked in her resolution for us to; “Modification/discontinuance of an advertised claim” and that is what we intend to do.
Upon receipt of this, we have contacted the customer and brought the vehicle in to fix and resolve the issues with the mustang to the customer's satisfaction.
I purchased a vehicle on February 25th,
Jeep Wrangler JKU Sahara
~57,miles on leaving the dealership
About weeks later on March 29th, (1,miles later), the engine now has major issues which will cost about 4,000-5,to fixThe dealership is saying there is nothing wrong with the situation and the most they can do is cover 1,of the repair cost since it was a used vehicle
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
We recently purchased a Ford Mustang on May 30, from the Ford Dealership in Port Orchard, Washington I brought the car back to my home, which is in Everett, Washington
I started to detail my car and a noticed several items wrong with the car that I was not able to see when I first bought the car First of all, I am not a mechanic, so I rely on good faith from the dealership, especially when the sticker on the car says” certified inspection” The items that I noticed that were wrong were as follows
The driver side of the seat was missing a shield on the bottom left hand corner of the seat The second thing was the rear defroster is not working because of a loose wire on the left-hand side of the window It was not attached to the rear window The third thing which should have definitely been noted on your mechanics inspection was that the back window on the canvas was not properly attached around the window seam Water was leaking into the car from the right ha
I called Bruce Titus Ford one morning to check on what an out the door (tax, registration and whatever else I might need) price would be on a Ford Explorer PlatinumI reiterated over and over again "out the door price"When I got the info from the salesman, the price was lower than offers I had received from other dealers ($47,000) When I saw the price I asked again "this is out the door price?" At this point the salesman put his manager on the phoneThe General Manager (Matt S***) picked up the phone and insisted the price was out the door priceMatt was insisting I come in for a test driveI had recently retired from the military, and my parents were visiting for the first time in many yearsI informed him I didn't want to waste the little time I had to spend with my parents "are you sure this is out the door price? Tax, Tags, and whatever else I might need?" one again he said "YES" We decided we would go down and test drive the ExplorerWe would be able to fit the whol
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
On March is we had a new set of tires put on our Roush Mustang at Bruce Titus FordWhen the new tires were installed two of the wheels were damaged and a center cap was left offWhen we brought this to their attention the dealership located our center cap and arrangements were made for them to repair the wheelsWhen we picked up the vehicle after the wheels repairs were completed we immediately noticed that the repairs were substandardThe paint did not match the other wheels and there was obvious contamination in the paintWe later found out that the dealership had repaired the wheels by spray painting them out back behind the service centerThis was brought to the attention of management at the dealershipThe service manager made arrangements to repair the wheels by having them repainted, againThey were unable to make the repairs as they had planned so they replaced the wheels with wheels from another car on the lotWhen we received the car back after this rep
I purchased a Ford Fusion Hybrid Titanuim with 11,miles on February 28, April 14, rain water came through the moon roof and flooded the driver's side of the car and the head liner was soaked I called the Port Orchard Service they scheduled a service and I brought it in on April 17, I asked if I could return it and finance a different vehicle as this one should not be leaking at such a new age and I do not have a garage I was asked to please give them a chance to fix it I was concerned about mold and mildew There was a water mark, so it was sent to detail Josh only had them clean the driver side, I was returned a half clean vehicle, I guess he doesn't realize mold spores travel It never rained after getting the car returned, I took it down for it's oil change and used the car wash coupon May 26th Water from the car wash came through the moon roof, I immediately took it back to service, they said I had to wait until the following Friday to g
We recently received a mailed flyer from the Bruce Titus Ford dealership in Port Orchard WA stating: "We will pay you the $33,original base price for your Ford Explorer less adjustment for mileage* and repairs." *($per mile) The current mileage on our vehicle is 32,miles32,@ - $= $15,$33,- $15,= $17,The vehicle is in excellent condition and never in any accidentsWhen we took the vehicle in for minor repairs we also presented the staff with their promotional flyer, they offered us $3,for the vehicle !! This is obviously VERY DECEPTIVE ADVERTISING ie Bait and Switch
Complaint: [redacted] If I can get a copy of this recording, and what you say is true, I will publicly apologize. If not, I will assume you have about the same amount of integrity as your general manager in Port Orchard![redacted]
Complaint: [redacted]
I am rejecting this response because: The contract provided states that I the owner am responsible for authorizing and paying for the teardown and diagnostic time in regards to the complaint at no point which it states that the dealership is the required party for diagnostic. The diagnostic was performed by [redacted] and discovered during routine inspections in which Bruce Titus was informed of and still attempted to charge 117$ x3 for "diagnostics" up front before even verifying any of the information to be true. While documentation from [redacted] was provided. At no point did they tell me I would be required to pay up front on a warranty that I was charged 2,000$ extra for just to find out that It was basically useless because this establishment is choosing to prey on young military members.
Sincerely,
[redacted]
Mr. [redacted] came in to set up an appointment with service and was informed at that time that there would be a diagnosis charge to determine the cause of the concerns and that once the cause was properly identified we could verify that his extended coverage would apply to the repairs. The...
initial diagnosis charge was based on one hour per compliant totaling 3 hours at $117.00 an hour, plus tax. If the diagnosis performed lead to parts that were covered under his extended service contract, that in fact his total participation in the repairs that were covered would be his deductible of $50.00. If for some reason the items that were diagnosed were not covered by his extended service contract, he would be financially responsible for the diagnosis time. This is clearly identified on the 1st page of the customer’s extended service contract under “Your Obligations” (see attached) that the customer is responsible for authorizing and paying for any teardown or diagnosis time needed to determine if your vehicle has a covered breakdown. If it is subsequently determined that the repair is needed due to a covered breakdown then We (the service contract) will pay for this part of the repair. If the failure is not a covered mechanical breakdown then you are responsible for this charge. Mr. [redacted] did not and has not brought his vehicle into our service department for the appointment that was set up to determine the cause of the concerns, therefore we have not had the chance to confirm the customer issues and address the items with the extended service contract to verify coverage of the repairs. Even though the customer may have brought in paperwork stating the these items had an issue, as the repairing service shop we need to confirm the components identified on the paperwork are in fact failed and then we can determine what coverage applies from the customer extended service contract. Mr. [redacted]'s resolution is to get a refund, however we don't show that we have received any money from him. If he can provide a receipt, we will refund him 100%.
Port orchard Ford is sending a check for $114.14 to this customer for diagnostic charges incurred on invoice number [redacted]. This check will be mailed to the customer.
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]
I just spoke with [redacted] and she agreed to meet with me at the store to discuss resolution to the matter on the 4th of January. We definitely want to make sure she is satisfied and I'm confident we can resolve this swiftly once we have met.
Best regards,
Matt S[redacted]
GM
Bruce Titus Port Orchard...
Ford
Complaint: [redacted] I am not able to recall the notification that I was being recorded. Im pretty sure Mr. R[redacted] understands Washington State law better than I do. I wonder if it would be possible to get a copy of this recording?
Sincerely,[redacted]
We have done a number of different direct mail pieces with our marketing vendor and this one seemed to not go over as well with our salespeople and prospective customers. We did have our attorney look over and approve the mailer prior to sending it. Needless to say, we will not be using this...
piece, in particular and regret any confusion on the part of Mrs. [redacted].
It appears that Mrs. [redacted] read the disclosures and did the math on the value of her 2004 Explorer according to a vehicle that would be included in the program. In the same disclosure; it states that “vehicles with an average of 15,000 miles or less per year on the vehicle odometer may be excluded from MSRP Vehicle Incentive Program.” In addition, it states that “We reserve the right to exclude certain vehicles from trade value program”.
While the mail house has all of the information regarding Year, Make and Model, they do not have mileage information on specific vehicles. Unfortunately, a 2004 with only 32,600 does not meet the criteria and is subsequently excluded from the program.
Mrs. [redacted] asked in her resolution for us to; “Modification/discontinuance of an advertised claim” and that is what we intend to do.
This complaint is resolved with the customer and they will contact their son to let him know.
Upon receipt of this, we have contacted the customer and brought the vehicle in to fix and resolve the issues with the mustang to the customer's satisfaction.