[redacted] brought her Escape with 137,miles to Truck City Ford on September 12, to have a check engine light diagnosed She had previously had her vehicle’s diagnostic codes scanned at a local parts store and provided the diagnostic printout showing the faults codes that were found, which were related to a leak in the vehicle’s evaporative system She approved the check engine light repairs at that time which included pin points tests, evaporative purge valve replacement and reprogramming the powertrain control module to the latest Ford calibration level She returned to Truck City on December 14, with a concern of a transmission jerk at slow speedsShe claimed this was one of her concerns when she visited Truck City for repairs on September 12, 2015, but no mention of this is recorded from the repair order at that time The transmission jerk at slow speeds could not be duplicated on her visit on December 14, [redacted] called Truck City on January asking for a refund of her check engine light repairs that occurred in September She admitted the repairs performed in September did successfully repair her check engine light but claimed that the check engine light was not her main concern, it was the transmission jerk that she claimed is still continuing to happen intermittently She was asked to bring in her vehicle to Truck City so that she could demonstrate to our shop foreman what her vehicle was exactly doing that she considered a transmission concern but she refused and asked for a refund for her September repairs instead.Best Regards [redacted]
Complaint: [redacted] I am rejecting this response because: although your apologizes are welcome they do nothing to address the issue at handYou keep referring to a day return policy which you know well would leave me out of close to 2,dollarsFurthermore I would review the case with your sales team that sold me the carAfter I purchased the car, had it transported to Michigan, had it inspected (at my expense per request of [redacted] ) by the BMW master mechanic, and sent your dealership the report to your team, they waited to get back to meDays later they finally answered my phone call and said they would speak to management concerning possible partial reimbursement costs which were detailed via emailAfter countless emails and phone calls (which were never returned) the days return policy had passedYour dealership clearly knew what it was doing and sold me an unsatisfactory product, received the report well in advance, and held out settling with me on the evident non-disclosed major defects in the vehicle until after your return policy expired! You sold me a vehicle with $5,plus worth of defects and non-original parts that needed to be replacedRead that carefully and let it sink in, the facts are clear and conciseYou need to reimburse me the costs for failing to disclose the defects and holding out past the days return period so I got stuck with the truck and footing the expenseive and urgent repairsThe infuriating thing was when they finally called me back, I was told that your dealership made a legal sale in the state of Texas and the day return policy had expired! Basically I am out of luck and your dealership is "off the hook"You should be ashamed of yourselvesFor records I have attached the master mechanic world class inspection report performed when I received the truckReview it so you may understand the gravity of the situation and how faulty and unacceptable the vehicle you sold me truly was Regards, [redacted]
Mr [redacted] 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 the way you feelYou had contacted us after you had the vehicle inspected by another partyYou informed us they recommended to you to have some items repairedThe items you had listed off were checked in the reconditioning process and passed all legal standardsIn Texas all used vehicles sold are sold As is Where isYou had asked us to pay for the items in question which at that point we declined since it was another shops opinion and we had already inspected the vehicle prior to saleIn lieu of that, we offered to exercise your day money back guarantee to you and return the vehicle back to us with 100% refund back to youYou had called back in and declined that optionWe also understand that you live in Michigan and we sell vehicles across the country every monthWe still offer the day money back promise to everyoneWe sincerely strive to make the customer experience the best possible one, we have been in business this year for years and most certainly want to meet or exceed the customer expectations, that is why we offer a fully transparent buying process with out day no question ask money back guarantee Respectfully, [redacted] ***Leif Johnson Ford Stores [redacted] ***
Mr***, We had been in contact with your attorney up until a few months agoWe have not heard from him since that timeWe supplied a carfax and autocheck at the time of delivery and reviewed them with you which showed clear of any accidentsYour extended warranty that you cancelled was applied back to the loan which reduced your loan balance on the vehicle since there was a lien on itAs far as any further legal action your attorney can contact us at anytimeI would like to extend the olive branch out to you with regards to the fact that you are our customer and we can work with you and your current situation if your attorney has chosen not to pursue anything further based on the information we have supplied to himplease feel free to contact me directly and we will work hard to improve your current situation Respectfully, [redacted] ***General Sale Manager Leif Johnson Ford Stores [redacted] ***
[redacted] brought her Escape with 137,miles to Truck City Ford on September 12, to have a check engine light diagnosed She had previously had her vehicle’s diagnostic codes scanned at a local parts store and provided the diagnostic printout showing the faults codes that were found, which were related to a leak in the vehicle’s evaporative system She approved the check engine light repairs at that time which included pin points tests, evaporative purge valve replacement and reprogramming the powertrain control module to the latest Ford calibration level She returned to Truck City on December 14, with a concern of a transmission jerk at slow speedsShe claimed this was one of her concerns when she visited Truck City for repairs on September 12, 2015, but no mention of this is recorded from the repair order at that time The transmission jerk at slow speeds could not be duplicated on her visit on December 14, [redacted] called Truck City on January asking for a refund of her check engine light repairs that occurred in September She admitted the repairs performed in September did successfully repair her check engine light but claimed that the check engine light was not her main concern, it was the transmission jerk that she claimed is still continuing to happen intermittently She was asked to bring in her vehicle to Truck City so that she could demonstrate to our shop foreman what her vehicle was exactly doing that she considered a transmission concern but she refused and asked for a refund for her September repairs instead.Best Regards [redacted]
Complaint: [redacted] I am rejecting this response because: although your apologizes are welcome they do nothing to address the issue at handYou keep referring to a day return policy which you know well would leave me out of close to 2,dollarsFurthermore I would review the case with your sales team that sold me the carAfter I purchased the car, had it transported to Michigan, had it inspected (at my expense per request of [redacted] ) by the BMW master mechanic, and sent your dealership the report to your team, they waited to get back to meDays later they finally answered my phone call and said they would speak to management concerning possible partial reimbursement costs which were detailed via emailAfter countless emails and phone calls (which were never returned) the days return policy had passedYour dealership clearly knew what it was doing and sold me an unsatisfactory product, received the report well in advance, and held out settling with me on the evident non-disclosed major defects in the vehicle until after your return policy expired! You sold me a vehicle with $5,plus worth of defects and non-original parts that needed to be replacedRead that carefully and let it sink in, the facts are clear and conciseYou need to reimburse me the costs for failing to disclose the defects and holding out past the days return period so I got stuck with the truck and footing the expenseive and urgent repairsThe infuriating thing was when they finally called me back, I was told that your dealership made a legal sale in the state of Texas and the day return policy had expired! Basically I am out of luck and your dealership is "off the hook"You should be ashamed of yourselvesFor records I have attached the master mechanic world class inspection report performed when I received the truckReview it so you may understand the gravity of the situation and how faulty and unacceptable the vehicle you sold me truly was Regards, [redacted]
Mr [redacted] 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 the way you feelYou had contacted us after you had the vehicle inspected by another partyYou informed us they recommended to you to have some items repairedThe items you had listed off were checked in the reconditioning process and passed all legal standardsIn Texas all used vehicles sold are sold As is Where isYou had asked us to pay for the items in question which at that point we declined since it was another shops opinion and we had already inspected the vehicle prior to saleIn lieu of that, we offered to exercise your day money back guarantee to you and return the vehicle back to us with 100% refund back to youYou had called back in and declined that optionWe also understand that you live in Michigan and we sell vehicles across the country every monthWe still offer the day money back promise to everyoneWe sincerely strive to make the customer experience the best possible one, we have been in business this year for years and most certainly want to meet or exceed the customer expectations, that is why we offer a fully transparent buying process with out day no question ask money back guarantee Respectfully, [redacted] ***Leif Johnson Ford Stores [redacted] ***
Mr***, We had been in contact with your attorney up until a few months agoWe have not heard from him since that timeWe supplied a carfax and autocheck at the time of delivery and reviewed them with you which showed clear of any accidentsYour extended warranty that you cancelled was applied back to the loan which reduced your loan balance on the vehicle since there was a lien on itAs far as any further legal action your attorney can contact us at anytimeI would like to extend the olive branch out to you with regards to the fact that you are our customer and we can work with you and your current situation if your attorney has chosen not to pursue anything further based on the information we have supplied to himplease feel free to contact me directly and we will work hard to improve your current situation Respectfully, [redacted] ***General Sale Manager Leif Johnson Ford Stores [redacted] ***