Dear ***, We apologize for the concerns you have had on the SilveradoThe vehicle was sold with plus miles and while we inspected the vehicle, we are not able to warranty the vehicle and it was sold “as is”We did help with the initial repair and absorbed some of the Parts and
LaborUnfortunately, being A Ford Service facility, we do not have the required tools to work on a Chevrolet engine and must sub that work outIt appears we have been very accommodating based on the age and mileage and the fact that the vehicle was sold without warrantyOur Senior Manager *** *** contacted the customer to extend some help to trade the customer into another vehicleA meeting was scheduled for February 26th and the customer did not show up for the appointmentWe are still willing to work with Ms*** on trading her into another vehicle but did not hear back from her after the missed appointment*** ***Owner/GMFreeway Ford
Mr ***, My name is *** ***, and I am the service manager here at ***’s Freeway Ford in *** **. *** notified me of your concern and I have looked into the repair. I have crossed referenced the parts inventory from that time and personally interviewed the shop foremen
and the technician that performed the work. I assure you the work was completed as directed by your insurance company and that the wheel bearing, hub, control arms, etc were replaced. If the wheel bearing has play that is outside of *** specs, those parts carry a month warranty replacement on them by ***, good at any authorized *** dealer in the country. However, in my investigation it did become apparent that there was some confusion about the wheel replacement between my parts department and the insurance company. Apparently they wanted us to use a re-manufactured wheel (which was not available at the time) and we could only get a new wheel, which was much more expensiveThey were not willing to pay the difference. All that being said it appears the wheel was not replaced based on the confusion, and we received $for a re-manufactured (used) wheel which was not available. I can send you a check for $for the wheelPlease let me know the best address to send the check to.Sorry for the confusion, ***
Complaint: ***
I am rejecting this response because:Freeway Ford has not provided me with satisfactory customer service. They are allowing this to be my problem. *** is fully aware that I am without a source of income since my car was stolen from his property. Freeway Ford needs to make me whole and then pursue the matter with their insurance, not require me to patiently wait for my insurance to handle this. The business demonstrates no accountability for their incompetent mechanical service or for the theft of my vehicle from their property. For every day that I am without a vehicle approved by *** and ***, I will seek $in lost wages compensation from Freeway Ford beginning on Thursday 12/8. The car should never have needed to be in their shop for repair in the first place. On multiple occasions Freeway Ford reported in writing that they were unable to find a leek in my car's coolant system. Meanwhile the coolant was pouring right onto the ground! Freeway Ford continues to demonstrate utter incompetence with repair work and their customer service is atrociousThis matter is absolutely not resolved.
Sincerely,
*** ***
Dear Mr***,Thank you for the opportunity to respond to your concernWe apologize an inquiry was placed on your credit report I did review the worksheet and have been able to speak to our sales representative and sales managerI want to assure you that the report was not pulled
intentionally or maliciouslyThe salesperson brought a signed credit application to the sales manager while working with multiple other customers Our salesperson was not able to inform the manager not to pull it Although the manager's first tendency once he has an application is to pull credit, they had not communicated prior to it happening The sales manager feels fully responsible.We are going to contact the credit bureau immediately to initiate having the inquiry removedWe apologize again.*** ***Owner / GMFreeway Ford
I apologize for the inconvenience in getting your vehicle registeredAs the Business Manager has explained, we have been at the mercy of another bankThey had indicated they would send documents 11/4/After numerous calls to the bank and branch manager we will be able to obtain all necessary
documents for your vehicle registration in the next several weeksIn the meantime, I have extended all necessary taxes and documents to your local DMV and secured a day temp tag from the county supervisor as wellFreeway Ford has also paid all fees associated with the delayed documents so that our customer would not incur unnecessary feesMrNoakes has been kept up to date by *** ***, Business Manager, on a weekly basis which she will continue to do until this is fully resolved
Dear *** *** Thank you for the opportunity to respond to your complaintI did have the opportunity to review your service history with the storeYou had indicated that you had spent days trying to figure out the trailer harness with our Service DepartmentI was unable to pull any history
on the vehicle being here at the storeThe only other history on your vehicle was a trailer relay(that was paid for internally by our sales department)I apologize that I am unable to pull any additional service history.I apologize for you not receiving the two oil changes promisedI have spoken to our Customer Service Manager, and he said that he personally put them in the mailI will be happy to send you our Right Choice Oil Change pack of Oil Changes based on the inconvenience of not receiving them in the mail. Again, I apologize for your inconvenience,*** ***
We have requested several times that the customer email us a copy of his receipt (registration) so we can reimburse himWe've not received it yet, but when we do we are more than happy to cut him a check same day! Additionally, Laramie DMV has received the docs needed for him to title his vehicleThe docs were delivered via UPS this morning, arriving at 10:AM, and signed for by ***Everything is set to go. Thank you
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
Sincerely,
*** ***
Dear Mr***, Thank you for the opportunity to respond to your complaintI understand based on the mileage of the vehicle that you purchased that our only option was to sell A Ford Powertrain warrantyUnfortunately, the injector that failed was not covered under your limited warrantyWhile
I know that this a catastrophic repair and that we could have done a better job explaining that all internal lubricated parts are covered in the engine(this is an external part)We have agreed to have the vehicle towed back to our facility and repair it at our costYou will be responsible for any deductibles that would have been due if it was a warranty repairWe will keep you up to date on our progress*** *** Owner/GM Freeway Ford
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
Sincerely,
*** ***
Good Morning.? Thank you for the opportunity to respond to your concernUnfortunately on the morning of 12/we had an auto theft at our facility that involved two vehicles(one of them was Mr***)We immediately contacted the Denver Police Department and they arrived promptlyWe do have
a sophisticated security system with many cameras around the facilityThe Police Department is currently doing a thorough investigation of the crimeWe immediately contacted the clients regarding the theft and let them know we would be forwarding to our insurance company and to notify their company as wellI received a message from Mr*** and immediately indicated to him that Our Service Manager, *** ***, would be his contact and much more familiar with all of the information as well as facilitate the insurance claimI also told Mr*** that we would notify *** on his behalfWe realize that insurance claims can take some time and we are going to do our part to speed up the claim.? Yesterday, we received a demand email from the co-signer on MrSpicer's loanThis email came in just a day and a half after the incidentThe Police Department had just finished the investigation and the Insurance Companies had just received details of the claimAs much as we would love to resolve an insurance claim quickly, hours is just unreasonableWe must follow their procedures and fortunately Mr*** has a very good insurance policy and appears to have GAP insurance with his lenderKnowing the claim was in process, Our *** Manager, John Thompson contacted Mr*** to let him know that we will be providing a rental car while the claim was being processed.? ? ? ? ? ?
Dear Mr[redacted],Thank you for the opportunity to resolve your concernsI have been able to retrieve your file and have been able to review it? The transaction occurred on 4/10/? It does not appear that any additional warranty was purchased at that time? The vehicle was sold
with 44,miles and no longer had the manufacturers ? bumper to bumper warranty.I agree that there were multiple visits between 4/16/and 5/12/and we replaced bearings, fixed the rear camera, and swapped the wheels and tires among other repairs? The sales department incurred every expense even though they were not obligated to do soIt does appear you have returned to our service department times since to take advantage of your right choice card (pre-paid oil changes).On 2/29/(more than months after purchase) and at 59,miles, there was a repair order opened to replace tires at the expense of our sales departmentWhile this would be highly unusual (We Owes are generally good for days from purchase), I have been unable to see anything that reflects this in your file? Please provide the documentation you have and we will fulfill anything you have in writing.[redacted]Owner/GMFreeway Ford
Initial Business Response /* (1000, 6, 2015/09/25) */
Our Service Director, [redacted] left you a voicemail todayHe will reimburse you for the replacement tire you purchased elsewhereIn the future, please come to our service dept for your service needs so we can work together! Thank you
[redacted]!
Initial Consumer Rebuttal /* (2000, 8, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My tire was flat so could not make it to the service department
Dear ***, We apologize for the concerns you have had on the SilveradoThe vehicle was sold with plus miles and while we inspected the vehicle, we are not able to warranty the vehicle and it was sold “as is”We did help with the initial repair and absorbed some of the Parts and
LaborUnfortunately, being A Ford Service facility, we do not have the required tools to work on a Chevrolet engine and must sub that work outIt appears we have been very accommodating based on the age and mileage and the fact that the vehicle was sold without warrantyOur Senior Manager *** *** contacted the customer to extend some help to trade the customer into another vehicleA meeting was scheduled for February 26th and the customer did not show up for the appointmentWe are still willing to work with Ms*** on trading her into another vehicle but did not hear back from her after the missed appointment*** ***Owner/GMFreeway Ford
Mr ***, My name is *** ***, and I am the service manager here at ***’s Freeway Ford in *** **. *** notified me of your concern and I have looked into the repair. I have crossed referenced the parts inventory from that time and personally interviewed the shop foremen
and the technician that performed the work. I assure you the work was completed as directed by your insurance company and that the wheel bearing, hub, control arms, etc were replaced. If the wheel bearing has play that is outside of *** specs, those parts carry a month warranty replacement on them by ***, good at any authorized *** dealer in the country. However, in my investigation it did become apparent that there was some confusion about the wheel replacement between my parts department and the insurance company. Apparently they wanted us to use a re-manufactured wheel (which was not available at the time) and we could only get a new wheel, which was much more expensiveThey were not willing to pay the difference. All that being said it appears the wheel was not replaced based on the confusion, and we received $for a re-manufactured (used) wheel which was not available. I can send you a check for $for the wheelPlease let me know the best address to send the check to.Sorry for the confusion, ***
Complaint: ***
I am rejecting this response because:Freeway Ford has not provided me with satisfactory customer service. They are allowing this to be my problem. *** is fully aware that I am without a source of income since my car was stolen from his property. Freeway Ford needs to make me whole and then pursue the matter with their insurance, not require me to patiently wait for my insurance to handle this. The business demonstrates no accountability for their incompetent mechanical service or for the theft of my vehicle from their property. For every day that I am without a vehicle approved by *** and ***, I will seek $in lost wages compensation from Freeway Ford beginning on Thursday 12/8. The car should never have needed to be in their shop for repair in the first place. On multiple occasions Freeway Ford reported in writing that they were unable to find a leek in my car's coolant system. Meanwhile the coolant was pouring right onto the ground! Freeway Ford continues to demonstrate utter incompetence with repair work and their customer service is atrociousThis matter is absolutely not resolved.
Sincerely,
*** ***
Dear Mr***,Thank you for the opportunity to respond to your concernWe apologize an inquiry was placed on your credit report I did review the worksheet and have been able to speak to our sales representative and sales managerI want to assure you that the report was not pulled
intentionally or maliciouslyThe salesperson brought a signed credit application to the sales manager while working with multiple other customers Our salesperson was not able to inform the manager not to pull it Although the manager's first tendency once he has an application is to pull credit, they had not communicated prior to it happening The sales manager feels fully responsible.We are going to contact the credit bureau immediately to initiate having the inquiry removedWe apologize again.*** ***Owner / GMFreeway Ford
I apologize for the inconvenience in getting your vehicle registeredAs the Business Manager has explained, we have been at the mercy of another bankThey had indicated they would send documents 11/4/After numerous calls to the bank and branch manager we will be able to obtain all necessary
documents for your vehicle registration in the next several weeksIn the meantime, I have extended all necessary taxes and documents to your local DMV and secured a day temp tag from the county supervisor as wellFreeway Ford has also paid all fees associated with the delayed documents so that our customer would not incur unnecessary feesMrNoakes has been kept up to date by *** ***, Business Manager, on a weekly basis which she will continue to do until this is fully resolved
Dear *** *** Thank you for the opportunity to respond to your complaintI did have the opportunity to review your service history with the storeYou had indicated that you had spent days trying to figure out the trailer harness with our Service DepartmentI was unable to pull any history
on the vehicle being here at the storeThe only other history on your vehicle was a trailer relay(that was paid for internally by our sales department)I apologize that I am unable to pull any additional service history.I apologize for you not receiving the two oil changes promisedI have spoken to our Customer Service Manager, and he said that he personally put them in the mailI will be happy to send you our Right Choice Oil Change pack of Oil Changes based on the inconvenience of not receiving them in the mail. Again, I apologize for your inconvenience,*** ***
We have requested several times that the customer email us a copy of his receipt (registration) so we can reimburse himWe've not received it yet, but when we do we are more than happy to cut him a check same day! Additionally, Laramie DMV has received the docs needed for him to title his vehicleThe docs were delivered via UPS this morning, arriving at 10:AM, and signed for by ***Everything is set to go. Thank you
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
Sincerely,
*** ***
Dear Mr***, Thank you for the opportunity to respond to your complaintI understand based on the mileage of the vehicle that you purchased that our only option was to sell A Ford Powertrain warrantyUnfortunately, the injector that failed was not covered under your limited warrantyWhile
I know that this a catastrophic repair and that we could have done a better job explaining that all internal lubricated parts are covered in the engine(this is an external part)We have agreed to have the vehicle towed back to our facility and repair it at our costYou will be responsible for any deductibles that would have been due if it was a warranty repairWe will keep you up to date on our progress*** *** Owner/GM Freeway Ford
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
Sincerely,
*** ***
Good Morning.? Thank you for the opportunity to respond to your concernUnfortunately on the morning of 12/we had an auto theft at our facility that involved two vehicles(one of them was Mr***)We immediately contacted the Denver Police Department and they arrived promptlyWe do have
a sophisticated security system with many cameras around the facilityThe Police Department is currently doing a thorough investigation of the crimeWe immediately contacted the clients regarding the theft and let them know we would be forwarding to our insurance company and to notify their company as wellI received a message from Mr*** and immediately indicated to him that Our Service Manager, *** ***, would be his contact and much more familiar with all of the information as well as facilitate the insurance claimI also told Mr*** that we would notify *** on his behalfWe realize that insurance claims can take some time and we are going to do our part to speed up the claim.? Yesterday, we received a demand email from the co-signer on MrSpicer's loanThis email came in just a day and a half after the incidentThe Police Department had just finished the investigation and the Insurance Companies had just received details of the claimAs much as we would love to resolve an insurance claim quickly, hours is just unreasonableWe must follow their procedures and fortunately Mr*** has a very good insurance policy and appears to have GAP insurance with his lenderKnowing the claim was in process, Our *** Manager, John Thompson contacted Mr*** to let him know that we will be providing a rental car while the claim was being processed.? ? ? ? ? ?
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me
Dear Mr[redacted],Thank you for the opportunity to resolve your concernsI have been able to retrieve your file and have been able to review it? The transaction occurred on 4/10/? It does not appear that any additional warranty was purchased at that time? The vehicle was sold
with 44,miles and no longer had the manufacturers ? bumper to bumper warranty.I agree that there were multiple visits between 4/16/and 5/12/and we replaced bearings, fixed the rear camera, and swapped the wheels and tires among other repairs? The sales department incurred every expense even though they were not obligated to do soIt does appear you have returned to our service department times since to take advantage of your right choice card (pre-paid oil changes).On 2/29/(more than months after purchase) and at 59,miles, there was a repair order opened to replace tires at the expense of our sales departmentWhile this would be highly unusual (We Owes are generally good for days from purchase), I have been unable to see anything that reflects this in your file? Please provide the documentation you have and we will fulfill anything you have in writing.[redacted]Owner/GMFreeway Ford
Initial Business Response /* (1000, 6, 2015/09/25) */
Our Service Director, [redacted] left you a voicemail todayHe will reimburse you for the replacement tire you purchased elsewhereIn the future, please come to our service dept for your service needs so we can work together! Thank you
[redacted]!
Initial Consumer Rebuttal /* (2000, 8, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My tire was flat so could not make it to the service department