Community Care and Rehabilitation Center

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

We are sorry that this customer is unsatisfied with the offer initially made by us and accepted by the customer The customer's vehicle needed both items and in fact the initial repair order would have included the battery along with the other repairs had it tested bad on the first visitWe are unable to offer any further assistance than what we haveSincerely, [redacted] Vice President/Partner

This customer has informed our Finance Manager, ***, that they have withdrawn this complaint If you have information to the contrary please let us knowThank you, [redacted]

We are in receipt of the above stated complaint and respectfully submit the following explanation of facts:There are two transactions that took place during the purchase of a Ford FlexTransaction number:Ms [redacted] selected a vehicle and signed all purchase documents for a Ford Flex with the vehicle identification number ending in BA91859.During this transaction Ms [redacted] agreed to purchase a service contract in the amount of $3,and we offered a "Service Contract Refund Agreement"If all the contractual obligations were met on March 17, Ms [redacted] could have applied for a refund of the full purchase price of the service contract per the agreement terms.However, this transaction was cancelled and Ms [redacted] never took delivery of the vehicle and all documents were voided.Transaction number two:We located a Ford Flex from another dealership and purchased to sell to Ms [redacted] The vehicle identification number of this vehicle ended in [redacted] .During this transaction Ms [redacted] agreed to purchase a service contract in the amount of $3,However we did not offer the "Service Contract Refund Agreement" for this transactionThis product was not offered in all purchase transactions and frankly only a few transactions were ever offered this option.Ms [redacted] states in her complaint that she paid for a Service Contract on a vehicle that she never purchasedThis is incorrectShe in fact paid for a Service Contract that was in full force from March 17, until it expired on March 17, on the vehicle she ultimately purchasedThis is evidenced in the attachment from Ford Motor Company's website submitted with this response under the heading Extended CoverageThe benefits of this coverage have been available to Ms [redacted] during the five years of its stated coverage.Should you need any further information regarding this complaint please don't hesitate to contact us.Sincerely, [redacted] Executive Vice President/Partner

Dear Bureau, Mr [redacted] has had a number of conversations with our Service Personnel regarding his vehicle During each conversation he has been directed to take his vehicle to a high performance vehicle shop for repairs Unless and until he does this his vehicle will not operate correctly He has "after market" non factory performance issues with his vehicle that can only be repaired by a shop with access to these programs for his vehicle We in fact have corrected all issues unrelated to the "high performance" issues he asked us to complete We have stopped communicating with Mr [redacted] as he has yet to do what is necessary to repair his vehicle and there is northing more we can do for him concerning this issue.Should you need any further information please don't hesitate to contact usSincerely, [redacted] Vice President/Partner

Dear Bureau, We owe this woman a sincere apology! While we had the best of intentions and agreed to refund this customer our business office fell short of completing this task as requested Further in researching this issue I noted that we originally financed this vehicle with a credit union other than Mokelumne Credit Union Therefore the obligation to refund only the credit union is not valid We have on this date issued a check to Ms [redacted] personally for and mailed it to her todayAgain, we must apologize that our accounting department made this error and caused her distressShould you have any further questions please don't hesitate to contact meSincerely, [redacted] Vice President/Partner

Dear Bureau, The Bureau of Automotive Repair has concluded their investigation of this consumer complaint The complaint was closed and we, Big Valley Ford Lincoln, were informed we had no violations in regards to this consumer complaint The consumer was informed that in order for anyone to correct his concerns he would need to perform the necessary repairs to bring this vehicle into a operating conditionThank you, [redacted] V.P./Partner

I am rejecting this response because:if you look at all documents, you will see they have not contacted me since july 2016, in fact this is the first time mrs [redacted] HAS ever contacted me and you will see I have repeatedly tried to contact mrs [redacted] including "certified mail with a return receipt" the reason she contacting me now is because she is being forced to, this all could have been prevented if *** *(service mgr.) would have told me that they knock out the STOCK programing, I would have had it towed to the shop that did the STOCK roush tuning, but no Joe ccalled me and said my car was ready, so when I picked it up the motor ran like crap, transmission was grinding gears ( 3rd /4th ) but actually it sat on their back lot and and they told me they could not get a techschand rack free ? LOOK , WERE ALL ADULTS HERE I'M NOT ASKING THEM TO PAY FOR EVERYTHING I WILL PAY FOR A SHORT BLOCK ( A MOTOR WITHOUT HEADS, CARB, ECT) IF BIG VALLEY FORD WILL USE THEIR LABOR TO TAKE OFF MY PARTS ON THE CURRENT MOTOR THAT'S IN THE CAR NOW, IF BIG VALLEY FORD RUNS INTO PROBLEMS DOING THAT, I WILL NOT HOLD BIG VALLEY FORD RESPONSIBLE, AND I WILL PAY FOR ANY EXTRA CHARGES THAT MAY COME IN THE PROCESS OF DOING THIS, I WILL PAY TO GET IT RE-TUNE TO A STOCK ROUSH PROGRAMING , I DO NOT EXPECT AND I WILL NOT ACCEPT ANY TYPE OF WARRANTY OF THE WORK PERFORMED BY BIG VALLEY FORDON THE TRANSMISSON I WILL SPLIT THE COST OF REPAIRING THE TRANSMISSION, AND ALL TERMS THAT ARE ABOVE THAT APPLY TO A WARRENTY ALSO APPLY TO THE TRANSMISSION

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me I would like to Thank Ms [redacted] who is the Owner/ Manager of Big Valley Ford for addressing my concernsHopefully a situation such as this will not present itself again in the futureI understand that the automobile business is mainly a male dominated field, however if possible I would like to suggest diversity in the Service DeptFrom a female point of view, there are certain situations in which I would prefer to speak with a female with whom I can identifyI am uncertain if a female with those qualifications exist, however I believe she would be an asset to Big Valley Ford Sincerely, [redacted]

We are in receipt of the complaint #*** from Ms*** ***. We respectfully submit the following: While Ms*** doesn't want another apology I feel obligated to do so. Her experience at our dealership is important to us and we do apologize. Some of the issues
arose from trying to find a lender and structure the vehicle purchase so that the lender would purchase the contract. Unfortunately some vehicle sales are just more difficult than others. When we were able to find a lender we shared the information with Ms*** but since that lender had not completed their "booking" of the loan they had no record of her when she called. I assure you the information shared with Ms*** about her lender is correct and she should have no issues going forward in dealing with this very reputable lender.Should we be able to assist any further please don't hesitate to contact us. Sincerely,*** ** ***
*** ***Big Valley Ford Lincoln

It appears that this complaint was filed on the same day that we assisted the customer with her requests. This issue has been resolved between the two parties and both are happy with the resolution. The vehicle had an intermittent concern that went undetected since it is an intermittent
concern. That has now been corrected. The one thing that I don't believe was addressed is that she feels that she was treated differently because she is a woman. I would ask that at anytime she feels this way she reach out to me personally as I am a partner/owner in the dealership and I am a woman. I have been here for years and the individuals that work at the dealership know that we treat everyone with respect. Thank you,*** ** ***Vice President/Partner

I am rejecting this response because: The vehicle did NOT run after the vehicle was delivered back to me from having the fuel pump replaced My husband and I went out the next day after the vehicle was returned from having the fuel pump replaced and tried to start the vehicle and it would not startI called Big Valley Ford to let them know it was not starting and asked if it they checked the battery and they said yes it is fineI ask them to send someone out to pick up the car and when they arrived to pick up vehicle they had to the JUMP the vehicle to get it started to go back to Big Valley FordI then got a call from Big Valley Ford saying we needed a new battery another $. We did not receive our old parts back from the fuel pump as we were told after the work was done that we needed to check a box on the paper work which we never saw that paper work because the vehicle was towed in and authorization was given by phone to work on itYes we did receive a check for the battery and that was after my daughter had to call *** a second time asking where it was weeks later when he said it would be there in a week Sincerely , *** ***

Dear Bureau,We are in receipt of the above stated complaint and we respectfully submit the following responses for this transaction and complaint:1. It is unusual but not unheard of for a vehicle sale transaction to take a number of hoursThere are a number
of factors that play into the transactionNot the least of which is the selection of the ultimate vehicle that customer wants to purchase in addition to the securing of credit for the transactionMrs*** has suggested that our sales representative would disappear for a period of time after she asked him specific questions which lengthened this time frame. While the sales representative is our face with the customer he must obtain certain information from a sales managerThis can take a number of minutes if there are several transaction taking place at one time.2. Mrs*** has suggested that we should have given her $2,for her trade in based on the information she has retrieved o the internetWhile she may have been able to sell the vehicle on her own for that amount of money the trade in value of a vehicle is different is very differentAs a licensed dealership we must perform certain safety inspections, obtain a smog certificate for the vehicle before we can offer it for saleThe value if the trade in is reduced by the expected cost of these services, sales commission for our sales representative and some profit margin.3. She suggests that the credit for the trade in of $1,is not on the contract but she can locate the credit on line #6c of that document.4. Mrs*** suggest that the vehicle she ultimately selected was an “ad” vehicle and on sale but this isn’t the caseThe vehicle she chose was listed on our website for the asking price of $21,and we ultimately sold it to her for $21,495.00.5. We did sell Mrs*** a service contract in the amount of $2,as statedHowever she has indicated she would like to cancel this contract and receive a refundI have included with this response a copy of the request for cancellation she needs to complete before we cancel this contractIf she previously signed one I apologize that it did not get turned into our accounting department for processingHowever as soon as we receive the signed document we will be happy to cancel the service contact and forward the monies back to Golden One (her lien holder) for credit to her account.6. Mrs*** has indicated that we should not have sold her the vehicle because of the manufacturer shortly after the sale sent her documents related to a recallThe recall that was completed on her vehicle by Manteca For was a recall that the dealers were notified of on July 16, which was days after her purchase of the vehicleTherefore we would not have known about the recall prior to the sale of her vehicle.7. Mrs*** has requested to be reimbursed for the entire transaction as a resolution to her complaint and that is not something we are willing to do I had the pleasure of speaking with Mrs*** a few weeks after her purchase and felt we has discussed and resolved all of her concerns at that timeI hope that this again explains and resolves any and all the concerns that she may still haveI have been with Big Valley for years and our goal is customer satisfactionWithout our repeat business we would be out of businessSo Customers are what makes our business.Sincerely,*** ** ***Executive Vice President/Partner

In response to the complaint received from Mrs*** we respectfully submit the following. We in fact have refunded this customer for the battery installation as a goodwill gesture. The vehicle in fact needed the fuel pump that was installed and the customer paid for on the first
visit. It is not unusual to have a battery fail after testing good on a previous day's visit. In fact the battery started the unit while in our possession and when the vehicle was picked up after the service and driven home. A number of factors including weather can make a battery fail at any time. Sincerely,*** ** ***Vice President/Partner

I am rejecting this response because:My issue was not the time it took to find a lender had I been informed during the processInitially I worked with *** and got zero returned phone calls after different messagesThen when I came into the dealership on 1-14-to surrender the vehicle, *** apologized at this time and assured me he would talk with him as this was not how the company handles their clientsSo our future messages went to ***, once again with no return callFinally, I realized what was happening and started sending emails only so I could have a paper trailOnce I did get an email response , three days later, I was apologized to again by *** *dmitting their lack of communicationSo after the second apology and it still happened, I am sure you can understand why I said a third apology is not necessary. Also, I am not sure what information they gave you in to why it was prolonged, but they told us it was because they needed to additional references days later after we signed out contract where they already told us *** would be financingI literally got my email today, the 30th day, that I could insure my vehicle now. When I had the car detailed there, we called to report the damage and was told this will "be looked into." This was on 1/20, 1/with the service department and then to ***This still must be getting looked into. The sad part about this is we bought the year warranty and will have to return here for the next yearsBig Valley Ford may have plenty of good reviews, but this is not their first dealing with a complaint filing with the Revdex.comI just want people to know that their are bad reviews too and let them make informed decisions.Thank you

We are sorry that this customer is unsatisfied with the offer initially made by us and accepted by the customer. The customer's vehicle needed both items and in fact the initial repair order would have included the battery along with the other repairs had it tested bad on the first visit. We are unable to offer any further assistance than what we have. Sincerely,*** ** ***Vice President/Partner

We respectfully submit the following regarding the complaint filed by Mr***:1. Mr*** states that his appointment was set some days prior to bringing the RV in for the desired repairs and he is disappointed that *** didn't remember the specific issues Mr*** had informed him of at
that time While we apologize for this it is important to note that we are a high volume facility and having days lapse before we see a vehicle it is important that the consumer provide us with current information on the needed services and repairs desired when they present the vehicle. Additionally it is important that since Mrs*** was the actual individual presenting this vehicle for repairs she should have been able to provide the necessary information. This would have avoided a number of missed calls for all parties involved. Mr*** states that his wife had to walk for 1/mile to where we had parked the vehicle when she picked it up and that we are at an unsafe area. *** actually drove Mrs*** to the vehicle and since she was not comfortable driving the vehicle had it headed towards the exit of the Auto Mall where our facility is located in. The area we are in is safe and gated. Our male and female employees park their vehicles at the same location as where this vehicle was picked up. We have been here for years at this location without any incidents. Mr*** states that the stairs have been inoperable since we repaired a fuse for the Cruise Control and a hose for the Air Conditioning unit Our repairs were to the vehicle and not the "House" mechanics of this unit. The current concern for the stairs need to be addressed by a repair facility that works on the "house" of the unit. Our expertise is with the vehicle engine and vehicle components. When Mr*** had his wife bring the vehicle in for the stair concern we reset the circuit breaker next to the stairs and they worked while the vehicle was here. However apparently this circuit breaker has tripped again and the stairs aren't operational. We directed Mr*** to Manteca RV for this repair as that is their expertise and not something we have a trained technician for. Again we would recommend they visit a trained RV facility for the repairs for the house of this unit which is an aftermarket item. Mr*** has requested a refund for the repairs that we performed on his RV however the complaints that he has currently are not associated with the repairs we performed on this vehicle. Additionally he wants to be compensated for time, safety and any concern the vehicle has that hasn't been fixed. He presented the vehicle for two specific repairs which we performed which he also states in his complaint are repaired. Therefore we must deny his request for a refund. Sincerely,*** ** ***Vice President/Partner

This customer has informed our Finance Manager, ***, that they have withdrawn this complaint. If you have information to the contrary please let us know. Thank you,*** ** ***

September 28, 2015Regarding Complaint of *** *** *** we respectfully submit the following:As you will note this complaint is all product related and between Ford Motor Company and the consumer. While we understand *** *** frustration we are not empowered at the Dealership level
to negotiate a settlement for this type of claim. Ford Motor Company has paid for both engines to be replaced for *** *** and additionally they have paid for rental vehicles during the course of those repairs. However there are two points of interest that I would like to respond to:1. The customer should have the vehicle inspected for the check engine light and push start concern he has spoken of in this complaint. This may or may not be related to the engine replacement he is reporting but should be assessed by a trained technician.2. I have contacted the Revdex.com that *** *** speaks of and in fact they have agreed to replace his vehicle for him so long as he comes in and picks out a vehicle in excess of $22,per Sue in their office this morning. I have asked one of our *** ***, *** ***, to contact *** *** today to expedite this settlement with Ford Motor Company.If we can be of any further assistance please don't hesitate to contact us.Sincerely,*** ** ***
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me