Again all I can do is apologize that we didn't meet the customers expectations I will have our Used Vehicle Director, [redacted] , reach out to this customer to make sure we have resolved the final issue Thank you for bringing these issues to my attention
Complaint: ***
I am rejecting this response because: Maxwell Ford is missing the point of the complaint, which is poor communication and poor customer service
All problems were resolved after we hounded the company to resolve them I am speechless at the lack of response I spent a large amount of money at this business and have nothing good to say about A phone call with a personal apology would be appropriate.This response has solidified your standing as the worst business I have dealt with Congratulations I will be sure to let others know of my experience with Maxwell Ford.P.S Not all is resolved: We are still waiting on our manual; the one that was supposed to arrive a month ago
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Good afternoon [redacted],We resolved Mr. [redacted]'s issue in May 2016 when his vehicle was in our shop. We spoke to Mr. [redacted] today to confirm his satisfaction with our concern resolution process, he verified that all was taken care of (he did not know how to recall his Revdex.com complaint). FYI - he...
is currently in Hawaii on vacation. Please let me know if any other information is needed in order to close this case.
I have asked my Finance Director to contact the customer to try and resolve some of these issues. The maintenance plan the customer purchased is good at any Ford dealership. There is no reason a Ford store would not accept the plan. It's a Ford maintenance plan. A Ford dealer is required to accept Ford Maintenance plans. [redacted] General Manager/Market Director Austin Maxwell Ford
Again all I can do is apologize that we didn't meet the customers expectations. I will have our Used Vehicle Director, [redacted], reach out to this customer to make sure we have resolved the final issue. Thank you for bringing these issues to my attention.
Ms. [redacted] purchased a vehicle from us and the deal in consummated and is finalized. I can't go into specifics of the deal due to privacy laws. The deal was agreed to and finalized. [redacted] General Manager/Market Director Austin Maxwell Ford ###-###-####...
Please have Ms. [redacted] contact [redacted], Service Director. [redacted] will do everything possible to repair or replace the transmission. We are required to follow Ford Motor Co. guidlines on all warranty repairs. We can't deviate from their process and guidlines. Mr. [redacted] can...
Complaint: [redacted]
I am rejecting this response because:I had no choice but to pay the overcharge in order to leave with my vehicle. Only later did I discover the incorrect installation. Yes, I took the vehicle elsewhere to correct the installation error. After already being treated badly and having lost time and money at this business, why would anyone go back for more such treatment? Maxwell continues to be completely unresponsive regarding the inferior equipment used and the incorrect installation. Why won't anyone from Maxwell return my calls or messages to discuss the situation? Alternatively, I welcome an opportunity for arbitration.
Regards,
[redacted]
[redacted], My name is [redacted] and I am the new GM at Maxwell Ford. I will get you reimbursed for the $400 bill you had in our shop. Can you scan me over the receipt please? My email address is [redacted]. Thanks, [redacted]
Mr. [redacted], My name is [redacted] and I am the General Sales Manager at Maxwell Ford. Please reach out to me directly so we can hopefully find a resolution to this issue. Would you be able to schedule an appointment so we can meet at the dealership so we can inspect the truck and...
Mrs. [redacted], The vehicle in question for [redacted] is a 2003 Ford Expedition and unfortunately it’s in very poor condition due to the age and millage of the vehicle. We did a repair that the customer...
approved it involved replacing the positive battery cable harness and battery because of excessive corrosion thru the assemble and replaced the battery faulty. I have attached a copy of the repair order for the repair that was completed in addition to the know your vehicle report on the vehicle in question. She did invest the minimal amount of money to get the vehicle running and that was ok, because the vehicle is not worth investing $5000.00 in repairs, it would be recommended to use that towards a new or used vehicle. The exterior / interior had a lot of damage, you may want her to supply you pictures of the vehicle in and out so you can under the condition. We were aware of the water intrusion, because after spending money for a repair we wanted to run it thru the complementary car wash. As our driver was driving the vehicle thru the car wash it began to leak at a fast rate thru the sunroof and we took it out of the car wash ASAP. We vacuumed the water out with our wet / dry vacuum and inspected why it was leaking. It was leaking because the sunroof drain pan drains were plugged with debris. We unplugged them at no charge to the customer and sent it to our detail department to finish cleaning the vehicle. We had to be very careful with the vehicle because of several rips / tears in the interior. The oil that was found in the vehicle was coming from a Pennzoil bottle that was shoved under the seat. We do use or carry Pennzoil in our facility. We did our due diligent to make the best of a unfortunate situation and absorbed additional cost correction her sunroof, detailing her vehicle best as possible. I do not recommend investing any serious dollars in this vehicle due to its current condition. We do not feel any refund in due nor any other services owed. Thank you, [redacted] Service Director Maxwell Ford
I am rejecting this response because: The answer given by Ford Maxwell was not substantiated by true facts, I added pictures for your review, consideration and action. First of all, on May 2nd the salesman stated that the vehicle was DETAILED (please see pictures of the floormat, I have more pictures of the "detailed" vehicle showing the dirty floors, the hairy consoles, dirty radio with dog hair, etc., if needed), he also stated that the vehicle had one crack on the window and EASY to fix (I actually had to replace the entire windshield because it had 3 major cracks from the left bottom corner across to the top right corner and a big one across the middle, causing the vehicle to be completely unsafe to drive (specially in Arizona). The carpets were not shampooed, it seems like they washed the carpets and did not dried them appropriately, causing to smell like mildew and dog odor. There's is dog hair everywhere still, the console, radio, gauges cover, etc have dog hair and was not cleaned, and is DEFINITELY not DETAILED. This company took advantage of my deployment overseas and inability to see, drive and get this car in conditions. I probably wouldn't have purchased this vehicle if I had seen the car from the get go. During the time I purchased this vehicle on EBAY I was told I was getting a very good car and a very good deal, however it was the opposite. I was advised to get the entire carpet replaced due to possible mildew (which my wife and 7 year old are allergic to). Needless to say your answer (Maxwell Ford) is not justified and your business practices are completely dishonest. I have more pictures in case you need them. The salesman test drove the vehicle and obviously he may have noted the vehicle to steer to the right (possibly an alignment issue) but decided to state the vehicle "drives really good", he also stated that the car was inspected and it was good to go. I ask you to re-as your response and act with integrity. I would had paid the asking price for a vehicle in conditions, in my 16 years of military service I've never encounter a company so dishonest trying to get a couple hundred dollars from a regular buyer. if I agreed to take the car with a window crack, it was because the salesman stated that it was an EASY fix, you tell me how easy is to FIX a completely inop windshield?, needless to say I ask to reconsider your response, 600 dollars will not cover half of the repairs that I will have to deal with. Window repair cost me already 186.50, the handle was 17.79 OEM, detailing the car will be between 140 and 160, the alignment will cost between 89.90 to 120, new carpet (800) and installation (750) totals 1,550. All the repair add up to 2K, and 600 will only cover less than half, either way this is not about the money but the PRINCIPLE of honesty and business integrity. Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]5, and find that this resolution is satisfactory to me.
Regards,
[redacted]
We then contacted Ms [redacted] and she brought the vehicle in and traded it in on another vehicleShe is happy now
Again all I can do is apologize that we didn't meet the customers expectations I will have our Used Vehicle Director, [redacted] , reach out to this customer to make sure we have resolved the final issue Thank you for bringing these issues to my attention
Complaint: ***
I am rejecting this response because: Maxwell Ford is missing the point of the complaint, which is poor communication and poor customer service
All problems were resolved after we hounded the company to resolve them I am speechless at the lack of response I spent a large amount of money at this business and have nothing good to say about A phone call with a personal apology would be appropriate.This response has solidified your standing as the worst business I have dealt with Congratulations I will be sure to let others know of my experience with Maxwell Ford.P.S Not all is resolved: We are still waiting on our manual; the one that was supposed to arrive a month ago
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Thank you for bringing this to my attention, I will address the complaint with my staff.
Good afternoon [redacted],We resolved Mr. [redacted]'s issue in May 2016 when his vehicle was in our shop. We spoke to Mr. [redacted] today to confirm his satisfaction with our concern resolution process, he verified that all was taken care of (he did not know how to recall his Revdex.com complaint). FYI - he...
is currently in Hawaii on vacation. Please let me know if any other information is needed in order to close this case.
I have asked my Finance Director to contact the customer to try and resolve some of these issues. The maintenance plan the customer purchased is good at any Ford dealership. There is no reason a Ford store would not accept the plan. It's a Ford maintenance plan. A Ford dealer is required to accept Ford Maintenance plans. [redacted] General Manager/Market Director Austin Maxwell Ford
Our sales manager [redacted] has contact** the customer.
Again all I can do is apologize that we didn't meet the customers expectations. I will have our Used Vehicle Director, [redacted], reach out to this customer to make sure we have resolved the final issue. Thank you for bringing these issues to my attention.
Ms. [redacted] purchased a vehicle from us and the deal in consummated and is finalized. I can't go into specifics of the deal due to privacy laws. The deal was agreed to and finalized. [redacted] General Manager/Market Director Austin Maxwell Ford ###-###-####...
Office ###-###-#### Cell
To my knowledge, all issues have been resolved. I apologize for the inconvenience. We appreciate your business.
Please have Ms. [redacted] contact [redacted], Service Director. [redacted] will do everything possible to repair or replace the transmission. We are required to follow Ford Motor Co. guidlines on all warranty repairs. We can't deviate from their process and guidlines. Mr. [redacted] can...
be reached at ###-###-####.
Complaint: [redacted]
I am rejecting this response because:I had no choice but to pay the overcharge in order to leave with my vehicle. Only later did I discover the incorrect installation. Yes, I took the vehicle elsewhere to correct the installation error. After already being treated badly and having lost time and money at this business, why would anyone go back for more such treatment? Maxwell continues to be completely unresponsive regarding the inferior equipment used and the incorrect installation. Why won't anyone from Maxwell return my calls or messages to discuss the situation? Alternatively, I welcome an opportunity for arbitration.
Regards,
[redacted]
[redacted], My name is [redacted] and I am the new GM at Maxwell Ford. I will get you reimbursed for the $400 bill you had in our shop. Can you scan me over the receipt please? My email address is [redacted]. Thanks, [redacted]
Mr. [redacted], My name is [redacted] and I am the General Sales Manager at Maxwell Ford. Please reach out to me directly so we can hopefully find a resolution to this issue. Would you be able to schedule an appointment so we can meet at the dealership so we can inspect the truck and...
explore some options for you? Thanks, [redacted]
I'm having [redacted], service manager, contact this customer directly. I apologize for the issue.
We then contacted Ms. [redacted] and she brought the vehicle in and traded it in on another vehicle. She is happy now.
Mrs. [redacted], The vehicle in question for [redacted] is a 2003 Ford Expedition and unfortunately it’s in very poor condition due to the age and millage of the vehicle. We did a repair that the customer...
approved it involved replacing the positive battery cable harness and battery because of excessive corrosion thru the assemble and replaced the battery faulty. I have attached a copy of the repair order for the repair that was completed in addition to the know your vehicle report on the vehicle in question. She did invest the minimal amount of money to get the vehicle running and that was ok, because the vehicle is not worth investing $5000.00 in repairs, it would be recommended to use that towards a new or used vehicle. The exterior / interior had a lot of damage, you may want her to supply you pictures of the vehicle in and out so you can under the condition. We were aware of the water intrusion, because after spending money for a repair we wanted to run it thru the complementary car wash. As our driver was driving the vehicle thru the car wash it began to leak at a fast rate thru the sunroof and we took it out of the car wash ASAP. We vacuumed the water out with our wet / dry vacuum and inspected why it was leaking. It was leaking because the sunroof drain pan drains were plugged with debris. We unplugged them at no charge to the customer and sent it to our detail department to finish cleaning the vehicle. We had to be very careful with the vehicle because of several rips / tears in the interior. The oil that was found in the vehicle was coming from a Pennzoil bottle that was shoved under the seat. We do use or carry Pennzoil in our facility. We did our due diligent to make the best of a unfortunate situation and absorbed additional cost correction her sunroof, detailing her vehicle best as possible. I do not recommend investing any serious dollars in this vehicle due to its current condition. We do not feel any refund in due nor any other services owed. Thank you, [redacted] Service Director Maxwell Ford
I am rejecting this response because: The answer given by Ford Maxwell was not substantiated by true facts, I added pictures for your review, consideration and action. First of all, on May 2nd the salesman stated that the vehicle was DETAILED (please see pictures of the floormat, I have more pictures of the "detailed" vehicle showing the dirty floors, the hairy consoles, dirty radio with dog hair, etc., if needed), he also stated that the vehicle had one crack on the window and EASY to fix (I actually had to replace the entire windshield because it had 3 major cracks from the left bottom corner across to the top right corner and a big one across the middle, causing the vehicle to be completely unsafe to drive (specially in Arizona). The carpets were not shampooed, it seems like they washed the carpets and did not dried them appropriately, causing to smell like mildew and dog odor. There's is dog hair everywhere still, the console, radio, gauges cover, etc have dog hair and was not cleaned, and is DEFINITELY not DETAILED. This company took advantage of my deployment overseas and inability to see, drive and get this car in conditions. I probably wouldn't have purchased this vehicle if I had seen the car from the get go. During the time I purchased this vehicle on EBAY I was told I was getting a very good car and a very good deal, however it was the opposite. I was advised to get the entire carpet replaced due to possible mildew (which my wife and 7 year old are allergic to). Needless to say your answer (Maxwell Ford) is not justified and your business practices are completely dishonest. I have more pictures in case you need them. The salesman test drove the vehicle and obviously he may have noted the vehicle to steer to the right (possibly an alignment issue) but decided to state the vehicle "drives really good", he also stated that the car was inspected and it was good to go. I ask you to re-a
s your response and act with integrity. I would had paid the asking price for a vehicle in conditions, in my 16 years of military service I've never encounter a company so dishonest trying to get a couple hundred dollars from a regular buyer. if I agreed to take the car with a window crack, it was because the salesman stated that it was an EASY fix, you tell me how easy is to FIX a completely inop windshield?, needless to say I ask to reconsider your response, 600 dollars will not cover half of the repairs that I will have to deal with. Window repair cost me already 186.50, the handle was 17.79 OEM, detailing the car will be between 140 and 160, the alignment will cost between 89.90 to 120, new carpet (800) and installation (750) totals 1,550. All the repair add up to 2K, and 600 will only cover less than half, either way this is not about the money but the PRINCIPLE of honesty and business integrity. Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]5, and find that this resolution is satisfactory to me.
Regards,
[redacted]