Colson's Landscaping, Inc.

Customer: *** ** *** I wanted to respond back to the concern on the above as mentionedWe have made contact with Mr.*** and explained how we appreciate him considering Leif Johnson Superstore for his purchase.We also went over how the sale process works and
how we could have made it better for Mr.***.We discussed the paperwork process and his father not signing yet,we discussed his trade and our procedure and how we could have done a better job as he saw it,we discussed the transmission concerns he had,the battery concern,and also the loans being reversed and back to for him.We went over with him as our valued customer how we could have handled everything differently.We have contacted Mr.*** in the last few days to let him know the status from the banks.I did re-check again today12/12/ and the banks have all of the information to restore our customer back to the original loan status he has requested.I appreciate Mr.*** being so kind as to point out anything we need to know to be more efficient in our daily sales process.Loan should be back to status in the next several days as it is the holidays too.*** ***General Sales ManagerLeif Johnson Ford***

Complaint: ***
I am rejecting this response because: You guys know that the windshield was remplace by saflite I told the manager before the pick up my vehicle and also to the persons that drove my Truck to the shop.Your body shop broke the windshield when removing it and try to hide the factsby doing so the shop voided the warranty and that's why you guys wanted me to pick my truck with broken windshield so I have to be the one paying out of pocketstill months is more than enough timeUSAA contradict your time lines so some one is been untruthfulAlso when I when to pick up my truck on the because acording to *** it was ready for pick up it was not finish at all new scratches and real bad job on the roffSuper dirty inside and dents not completed repair
Regards,
*** ***

We are so sorry to hear that your opinion of your experience after purchase turned so negativeWe always strive to provide the best service to our customers before, during, and after the sale, and we sincerely apologize for failing on this occasionUnfortunately, mistakes on paperwork/titling,
etc. do sometimes occur despite everyone’s best effortsWhen there is a mistake, we must work quickly to have all paperwork complete for our customers, banks, finance entities, registration etcIn this case, we ended up sending a driver all the way to Midland at our expense in order to make things as easy as possible on our customer. We also worked as quickly as possible to issue the Lojack refund requested by the customer, and that refund has now been processed in fullWe hope that our actions to remedy this have been satisfactory, and please do let us know if there is anything else we can do. Respectfully, *** ***General Sales ManagerLeif Johnson Ford Stores

The vehicle was received at the collision center on May 2nd Vehicle was assessed and a supplement was submitted to USAA Insurance Company on 05/06/It took until 05/17/to get USAA to approve the supplement; however they changed a couple of the line items from conventional to
paintless dent repairTo get this supplement approved we had to get the owner involved to speed up USAARepairs started, we went as far as we could with the 1st supplement and needed to do supplement a 2nd time for the items that could not be repaired with paintless dent repair Supplement was requested 06/07/Again we had to get the owner involved to get it pushed thru USAA.That supplement was approved on 06/20/The repairs will be complete 07/15/As for the windshield, it was installed in San Antonio prior to the vehicle being brought to us for repairs, to do our repairs the windshield had to be removedOur glass company brought to our attention that the windshield was not installed correctly and that it would most likely break when it was removedWe informed the insurance company of this and the ownerThe owner supplied us the name of the glass company that installed it and we contacted them and told them about what was wrongThey said they would warranty it but it would have to be done in San Antonio, but have since changed that to they will replace it prior to the vehicle being delivered back to the owner

Complaint: ***
I am rejecting this response because:
Regards,
*** *** I did not take it there because it had the check engine light on regardless I had been driving car with check engine light ahd the gas light on forever, I took it there because it was backfiring whether barry wrote that on the instructions I do not know but I told him to go ahead with repairs because I was told that would solve the problem with jerking while in traffic but that did not take care of problem, service dept just went ahead and worked on check engine light just because that is what they do thinking it is going to solve the problem, and no I am not going to take it back and have them work on my truck, waste my time and all weekend when they work on what they want, I will go to another mechanic, and the purge valve had something to do with the truck not having a gas cap, who has heard of that but no they said when they made the truck at the plant at the beginning of that year those trucks did not come with a gas cap,they just take it among themselves to work on what they believe takes care of the problem not on what takes care of the problem you are having, they prey on woman who have no knowledge of car repairs

Dear *** ***, I wanted to thank you for reaching out to us and letting us know about your experienceI wanted to personally reach out to you and apologize since we did not do a very good job here for youI have already had *** *** reach out to you and informed him to let you know we
are/have refunded your diagnostic feeAgain we a truly sorry and thank you for bringing to our attention Please do not hesitate to reach out to us if you need anything what so ever Respectfully *** ***General Manager Leif JOhnson Ford*** *** ***

Complaint: ***
I am rejecting this response because: When I took my vehicle into Leif Johnson I informed the technician I wanted an oil change. At that time, I was informed by the technician the cost to replace my spark plugs and wires. I did purchase my own parts from Advanced auto parts on 2/11/16. I have the sales receipt which has the product code for spark plugs and one set of wires (The attached invoice is from Advance Auto Parts which contains the product codes). The technician quoted me a price of $for the labor to complete the tune upHe quoted a price for hour job; however I frequently called to check on my vehicle which the job was not completed until minutes before closingThe service technician only quoted me a price for the labor and never offered a warranty or suggested that we get a diagnostic before the tune up took placeAgain, we were only getting routine maintenance. It is correct to say that my vehicle had not been placed in the garage for an oil change until after I requested the tune up. On my way home, I noticed my vehicle was not running properly. I quickly tried to call the shop; however, the facility was closed. I did call the next morning and spoke to the technician and the sales associate over the phone to inform them of the problem. They suggested I return to the repair shop. On Wednesday, February 17, 2016, I returned to Leif Johnson. When I arrived at the repair shop, there was a different technician at the front deskI requested to speak to the technician I had been speaking with and the sales associate was reluctant in allowing me to speak to him. The sales technician insisted the repairs were completed correctly and there must be some other issue with the vehicle and insisted that I get a diagnostic on my vehicle and it would cost $for this service. I informed the technician that my vehicle was running fine prior to the tune up and I did not have issues prior to this repair. I informed him that I did not understand why I had to pay for a diagnostic. The vehicle did not work properly as a result of their repairs. At that time, the sales associate informed me of the current policy. He stated that normally they do not service vehicles if the parts are not purchased from the company. I was not informed previously of this, which I saw no problem since I was quoted a priceOn the receipt of Leif Johnson there is a column of services denied (which I know now due to the technician educating me on their written code)I was not informed of any further services needed when I originally picked up my vehicleIt was when I inquired about my vehicle running poorly, that I was informed of this services deniedThis is when the technician stated I needed a diagnostic to determine services needed for that codeI asked to speak with the manager who was not in that day. I did finally get to speak with the technician that worked on my vehicleHe accompanied me to do a test drive around the facilityHe then stated that he did not recall the vehicle running in such poor condition prior to the maintenanceIn result he offered to double check his work free of chargeSince the mechanics at Leif Johnson did not fix my vehicle correctly, I decided I wanted to go elsewhere. I went to another automotive facility (Austin Specialist Automotive) and had them complete a diagnostic on my vehicle. The results of the diagnostic indicate that I needed to get new spark plugs and the wires needed to be replaced. This information leads me to believe that Leif Johnson never completed the tune on my vehicle. Leif Johnson statement indicates they only replaced the spark plugs on my vehicle for the tune up. I did provide the spark plugs and wires for the tune up; which is stated in the Advanced auto parts receipt attachedHowever, I find it suspicious that Leif Johnson would continue to do a tune up service on my vehicle if they believe I didn’t have all the equipment. If my vehicle needed wires than why wasn’t I informed prior to the commencement of the work? At any point of time, the service technician should have indicated my vehicle needed the wires prior to me leaving the facilityThis is just to combat Leif Johnson’s statement because I did provide spark plugs and wiresPrior to the tune up, my vehicle was in good running condition. I only went in to obtain routine maintenance on my vehicle. After the work was completed, my vehicle is no longer running
Regards,
*** ***

Mr*** vehicle was taken to copart which is a facility where vehicles go to when the insurance companies deem them a total lossMr*** vehicle was taken there prior to coming to the Leif Johnson collision center where they had prepped it for auctionIn this process they had collected and
removed his belongingsAfter showing Mr*** the pictures we had upon receiving his vehicle he agreed we had nothing to do with the removal of his items

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,
*** ***

Mr, ***, Thank you for reaching out to usI apologize for the treatment you felt you received here by some of the managers with regards to the phone calls, and call backsI spoke with your daughter *** *** yesterday afternoon and discussed with her the down payment she put on a
vehicle here at Leif Johnson fordWe had refunded her down payment on November 9th at 5:pmWe contacted the credit card company on our side and they verified the transaction was refunded at that timeAfter speaking with *** yesterday she said she was able to see the $in her account it just wasn't available through her institutionShe had to work last night and was instructed by her bank when she called in that she would have to talk to a bank representativeI told her to contact me directly if she needed any further assistance, but at this point is sounds like her financial institution has had a hold on the funds for some reason since the 9th of NovemberThank you again for reaching out to us and if there is anything else we can do for you or your family please don't hesitate to contact me directly
Respectfully,
*** ***
GSM
***
Leif Johnson Ford Stores, INC

Leif Johnson Ford’s Body Shop repaired Mr***’ vehicle and Mr*** picked up the vehicle. We contacted USAA and asked that they inspect the vehicle, per Mr***’ request. USAA is currently waiting on Mr*** to call them back and let them know when he is available

First of all, thank you for bringing this to our attention and giving us an opportunity to work with you to resolve this issueWe regret that the paint on your tailgate and in the bed of your truck is peeling, and we are anxious to take care of you and retain your business as a satisfied
customer
The F-was purchased in May of and was still under factory warranty at the timeUnfortunately, the factory warranty expired on February 1, Since the paint issues did not begin until after the expiration of that warranty, Ford will not cover the repairHowever, we still want to work with you on finding a mutually satisfactory solution!
As you stated, the original quote from our body shop was $2,400, and ***, our store manager, was able to get that down to $1,After meeting with our GSM, ***, we decreased the price further to $900, which is our internal cost for the repairsThat internal cost is the lowest we can offer for a sprbed liner and repairing all paint issues on the tailgateWe always want to take care of our customers, and we sincerely regret that our dealership is not in a position to cover any more of the cost of this repairWe hope that we will be able to help you with this at the $internal cost, and please do continue to let us know if there is anything we can do to help you

Hello ***, I just wanted to follow up with you to make sure you were all taken care of and didn't have any further questionsI understand *** *** confirmed with you the check was in mail box on or around the 13th or 14th of last weekI believe we missed some of the timelines that
were promised not only on our side but with the holiday weekend(labor Day)Our Business office was closed on Monday the 5th Labor day and resumed Business as usual Tuesday September 6thIt is my understanding the check should have went out on or around Friday so you should have received by Monday or TuesdayAgain sorry for the inconvenience and sorry to have put you through any additional hardshipPlease feel free to contact me at anytime if there is anything else I can possibly doI am again very sorry for the invoneince on not delivering in the timelines you were promised Respectfully *** ***General Sales ManagerLeif Johnson Ford Stores.*** *** ***

Complaint: ***
I am rejecting this response because: you informed me that the vehicle was in great condition when I spoke to your sales team and manager before the purchaseI was explicitly told that the brakes, rotors, tires were in good conditionFurthermore I was told that the paint chips in the front were the result of sun damage from the Texas heatI was never informed that you had an after market non-BMW windshield installed and that the paint on the front end was also aftermarket causing the cracking and chippingI am certain that the tread on the tire, condition of the brakes and rotors or the type of paint/windshield used meet "legal" standards for a sale but they are certainly not acceptable to sell to a customer to a tune of close to $40,and still claim good customer service or even a hint of ethics for that matterThe vehicle sold to me was sub-par and I am still astonished when you say that it passed your mechanics inspection prior to saleI have a world class BMW certified inspection report completed by BMW master mechanic only a few days after receipt that states otherwiseHow you as a Ford dealership yet alone a certified BMW master mechanic assume you have the right to refuse their professional findings and paint sampling specialist is insulting and grossly irresponsibleWhat kind of inspection would you accept? Inspecting brakes and tires is a layman task yet alone a task for a certified mechanics that you claim to have working thereHow it was missed and or even if was inspected is in questionPlainly stated anyone that buys a luxury vehicle is expecting a luxury vehicle not cheap unprofessional parts (such as the windshield which is a vital component of the BMW's structural integrity) and cheap paint which is unsightly and not even covered by warranty.I have contacted you a number of times and sent ten's of emails to help resolve these issues and all you could say for yourself was, "if you do not like it than return it"You speak of customer service and professionalism when you know deep down inside if you were on my end you would also be infuriated. You sold me a car legally but it was far from being ethical, moral or professionalThe professionals have clearly documented $5,plus worth of repairs that need attention, you knew I would either return the car and lose over $2,for inspections and repairs or keep it and bite the bulletI opted to keep the vehicle rather than loose my hard earned money and you are clearly responsible for placing me in that difficult and stressful situationIf you would have disclosed the damages per the professional report I have forwarded to your staff from the beginning I would of never ever even considered buying this vehicleI need you to compensate me for failure to disclose evident damages and shortcomings on your endI will not allow you to fraud your way to my money and sell me a product that I bought based on trust and honesty when you clearly have no regard for basic ethics and morals because you made a legal sale!
Regards,
*** ***

Thank you for reaching out to us with your concernWe were able to contact David and reach an agreement on the vehicle he was interested inAll of our Vehicles are equipped with a stolen vehicle recovery system that is currently activated on all vehicles in our inventoryWe have Bright Yellow and
red tags with disclosures on all of our vehicles disclaiming that you can purchase the Stolen vehicle recovery system for $dollars or at the customers option have it deactivated at no charge to the customerMr *** took delivery of his Transit this morning at the advertised price, with the stolen vehicle recovery system deactivatedThaks again for bringing this to our attention and apologize for any misunderstanding that may have happened from our staff to customerRespectfully, *** ***

*** ***, Thank you for taking the time to take my call this afternoonI especially want to thank you for bringing to my attention the service you received at one of our locationsWe most certainly would not be able to serve our customers to the highest level we want without the feedback for our
most valuable sources you the customerI will have *** *** from our Central location contact you to work through the rest of the vehicle details to see if we cant find a way to earn your business and get you into the truck you are looking forAs I am tyoing this I have spoken with *** ***, she has your contact information and is briefed on our conversation.Thanks you again *** and we appreciate your time and consideration to bring this to our attention to get better.Respectfully, *** ***

Norma, Thank you for reaching out to usI have taken care of the bill for you with BMW and hope this resolution is acceptable to youWe work very hard for our customers and appreciate your business and look forward to many more years of hopefully working with you, and your friends and family
Please do not hesitate if you need anything else from us in the future Respectfully, *** ***General Sales Manager Leif ***son Ford Stores Austin TX*** *** ***

Hello Mr***, We had reached out to you a few weeks back and agreed with you we didn't handle this very wellI had Gordon Lambert our New Vehicle Director reach out to you and refund your credit card the $military rebatePlease advise if there was something else we could do for you, and
thank you for the great review and all your business you have done with us over the years. Respectfully, *** ***General Sales Manager Leif Johnson Ford Stores *** *** ***

After reviewing the repair with the technician and the customer, I found we did charge Mr*** for a part the technician did not ultimately put on Mr***'s vehicleI spoke to Mr*** last night and I agree the correct thing to do is refund him for the part. I appreciate his business and will be glad to be of assitance should he need it in the future

Complaint: ***
I am rejecting this response because: Thank you for responding on this issue The last contact I had with Ford was on July 12th when I spoke with the shop manager I was told I would receive a call from a different manager (***) regarding this issue but no call was ever received The issue with the coolant pipe that was supposedly replaced was never resolved and my truck is still leaking coolant The claim that the truck was running fine with the tuner off is since the coolant was already significantly low during testing The last thing I was told by Leif Johnson service was that I needed a new motor Why would Leif Johnson have me spend $only to tell me they think I need a new motor after the work is completed and the problem still exists I have already paid to have the cab removed and installed, which will most likely need to be performed again to correctly resolve the issue The fees thus far have been primarily labor related as new parts were relatively inexpensive If head gaskets needed to be replaced, as I was told somewhere along the line, then parts should be the only additional expense as the extensive cab lifting work has already been paid for Needless to say, the inconvenience not having my personal vehicle and working towards a resolution.This problem is not going to go away and I expect this to either be repaired, or reimbursed so that I can take my vehicle to another repair shop and have the necessary work performed
Regards,
*** ***