Community Care and Rehabilitation Center

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 2010 Ford Flex. Transaction number:Ms. [redacted] selected a vehicle and signed all purchase documents for a 2010 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 $3,485.00 and we offered a "Service Contract Refund Agreement". If all the contractual obligations were met on March 17, 2015 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 2010 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 $3,485.00. However we did not offer the "Service Contract Refund Agreement" for this transaction. This 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 purchased. This is incorrect. She in fact paid for a Service Contract that was in full force from March 17, 2010 until it expired on March 17, 2015 on the vehicle she ultimately purchased. This is evidenced in the attachment from Ford Motor Company's website submitted with this response under the heading Extended Coverage. The 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

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 [redacted] *. (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 c. called 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 tech. sch. and 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 FORD. ON 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.

Dear Bureau, We owe this woman a sincere apology!  While we had the best of intentions and agreed to refund this customer 732.00 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 732.00 and mailed it to her today. Again, we must apologize that our accounting department made this error and caused her distress. Should you have any further questions please don't hesitate to contact me. Sincerely,[redacted]Vice President/Partner

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 concerns. Hopefully a situation such as this will not present itself again in the future. I understand that the automobile business is mainly a male dominated field, however if possible I would like to suggest diversity in the Service Dept. From a female point of view, there are certain situations in which I would prefer to speak with a female with whom I can identify. I am uncertain if a female with those qualifications exist, however I believe she would be an asset to Big Valley Ford.  Sincerely, [redacted]

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 condition. Thank you,[redacted]V.P./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 us. Sincerely,[redacted]Vice President/Partner

It is unfortunate that Ms. [redacted] still appears to be upset about the response to her concerns.  However we have responded with the facts of the transaction in our previous response and we stand by those explanations.I would be happy to sit down with Ms. [redacted] one on one and discuss this matter further in my office.Sincerely,[redacted]Executive V.P./Partner?

I am rejecting this response because:[redacted] is not telling the truth, she does not have any documents that the B.A.R.says they did not have any no violations of this consumer complaint, I challenge her to produce any documents that states that, becausethe B.A.R. does not give either party copies of what they discovered during their investigation,and if they "were informed by the B.A.R. representative [redacted] [redacted] that they no violations in regards to this consumer complaint " Mr. [redacted] will be sobpoenas if we go to arbitration, he will be contacted and ask if he made that statement to Mrs. [redacted] and he will be ask if he made that statement to any Big valley ford employee and any other representative of big valley ford, this is cleary a procedural defect in thesystem. Mrs. [redacted] do you think this issue is just another person thats complaining about the service I got, I paid my bill, I trusted your service mgr. when he said my car was ready, even though it sit on your back lot for 40 days, I trusted your service mgr. when he told me that he was having a problems getting a lift and a tech to work on my car even though it sit on your back lot for 40 days, I never complain once , do you think it's not serious I almost lost my life not once but twice, i'm not going anywhere. u knowwhy because my grand kids almost lost papa, my kids almost lost their dad, my wife almost lost her husband my mom and dad almost their son, my inlaws almost lost their son-in-law, who takes care of their daughter, and their grandkids. I called you, I emailedyou, I sent letters to you. I beg you, I tried to tell you what the issue was about, but know your service mgr. lied to you, they did not want you to know the truth, they were just covering their own as, all [redacted] had to do was tell me truth, I would have had a towtruck pick up and towed back to [redacted], but no [redacted] did'nt want to look like a failure, but no he had to tell me that my car was done, by me driving it and it being out of Stock roush hi-performance tune, it comes like out ford/roush factory, I was trying to get my speedometer recalibrated that was it, and I told [redacted] about the hi-performance tune, and I told him check and see if you can do it, if not don't try it, and like I said by [redacted] not telling that me that the tune was screwed up it caused engine/trans. failure. all [redacted] had to do was tell me, i'm going to make one more offer to you I split the cost with big valley ford on all  repairs to my car, Mrs.[redacted] do you and your employees think this is not serious issue, somebody almost losing their life over one of your employees mistakes.

I am rejecting this response because:I am rejecting this response because they are trying to takeadvantage of an elderly Filipina whom they think don't understand anything andthat would just let their mistake go. These people refused to look at our paperwork when we met with them and Ms. [redacted] was rude and condescending towardsmyself and my children. I signed these contracts IN GOOD FAITH that [redacted] wasdoing her job right. Now that she made a mistake, they don't want to own up toit. First, transaction number one and number two happened in onesitting. There were two sets of paperwork on the table that day, one with thewrong VIN (vehicle we did not want) and the right VIN (vehicle that we wanted).[redacted] thought that we wanted the first vehicle and had everything drawn out,but then she drew another set of contracts due to the change in vehicle. Thiswas after the fact that she had me sign the first contract with the WRONG VIN.She even acknowledged this with an ACKNOWLEDGEMENT OF REWRITTEN CONTRACT and statedthere the CHANGE IN VIN# and nothing else. If what they are saying is true thatthey did not offer the SERVICE AGREEMENT REFUND on the vehicle that Ipurchased, [redacted] would have indicated that in the ACKNOWLEDGEMENT, but shedidn't. There is no way that she would offer this SERVICE AGREEMENT CONTRACT onone vehicle and not the OTHER ON THE SAME EXACT DAY AND TIME. Again, the onlyreason we agreed to purchase this is because she verbally promised that we willget a FULL REFUND when the contract is fulfilled. If the first contract wasvoided with the SERVICE AGREEMENT REFUND, why would all these paperwork be sethome with us with all the other contracts if we did purchase it. Second, the SERVICE AGREEMENT REFUND was offered to mydaughter and son-in -law 6 months later on a FORD FOCUS 2011. Both dealershipand SIGNET had to have had an agreement for the dealership to offer thisrefund. So, she can't tell me that this refund agreement was only on selectedvehicles. I mean, my family has never been that lucky to be offered twice, ifthis was a "LUCK OF THE DRAW" for this dealership.  I have researched about this and a lot of dealerships hadstepped up. This dealership should as well. I guarantee that I will not be theonly one that's going to be complaining about this. I have attached a copy ofthe REFUND AGREEMENT from my daughter's FORD FOCUS, my contract that has theRIGHT VIN, and the paper work that did not have the right VIN. All of whichwere given to us by [redacted] of the day we bought and took the vehicle wewanted. How can they expect me to pay for their mistake? I will not pay fortheir incompetence. They should.  Here is the article regarding SIGNET. http://www.oregonlive.com/business/index.ssf/2013/11/signet_financial_s...⇄ you for your kind consideration.Sincerely, [redacted]