Initial Business Response / [redacted] (1000, 6, 2015/10/21) */ I have tried to contact customer and have not recieved a call backThe front brakes I show in our records at being replace July of at We would like the customer to bring in the vehicle for inspection and if the brake pads are indeed worn down to percent the pads would be under warranty and there would be no charge for the repair to the customer
Initial Business Response / [redacted] (1000, 7, 2015/10/14) */ Unfortunately vehicles do break down, the Customer does indeed have a Certified pre owned vehicleThe coverage is year or 100,milesFord also provides road side assistance and rental reimbursementCornerstone Covered the initial repairs (100.00) warranty deductible to customer and Ford is also covering the repairs at Aiken Ford(Copy's attached of Warranty and RO's) We do apologize for the inconvenience, however we stand behind the warranty provided and if the customer did not buy a CPO vehicle they could have been responsible for over $5,in repairsThe only charge to the customer should be the $deductible If there is anything else I can provide please let me know Regards, Frank Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks for the lemonYou did the inspection that made it certified pre-ownedSince April, we've now had to spend two months in a rental vehicleI intend to investigate and probably pursue te state arbitration Now, when I called Ford, they initially told me that the warranty was no longer valid on the engineThat was back during the first English head replacementThe engine warranty had expiredHowever, since it was related to the issue that had first happened with the vehicle's previous owner, Ford ended up covering itI don't know what coverage the year or 100,coverage does, but I don't care because it doesn't relate to the engine problem we are having now Any consumer would recognize the fact that, unfortunately, vehicles shouldn't break down at this levelIt's highly likely that, seeing as the initial symptom occurred also shortly after we purchased the vehicle, your technicians could have discovered the problemThey turned us away the first time we brought the vehicle in for service and tried to the second timeIt seems that if you had done a true and thorough inspection to actually sell it as a certified pre-owned, you would have known the engine was still badAfter all, I'm sure you have communicate with the car's computer If Ford elects not to extend the warranty this time around for our useless car, we will be stuck with the entire billEven if they do, we know we'll be back in eventually because all the work done so far has done nothing to fix it and has actually caused worse problems (the cams are all ruined as well this time) Again, there is no remaining engine coverage on this vehicleThe response is invalidIt's up to Ford to decide to extend the coverage due to it being s related issue
From our Fixed Operations Director, Scott ***: "We received the complaint from our from the Business Development Center after a customer service follcallConnor [redacted] (Service Manager) and I were aware of what happened the day of Mr [redacted] 's transactionMr [redacted] was under the impression that he prepaid for a part a month prior to his service work, in order to spread out his financial obligationInstead, we had the part on hand and held it for him without charging anything in advanceI called Mr [redacted] and we spoke on the phone for about a half hourHe indicated that he needed to express his frustration someoneI told him that I would be more than happy to hear his concern I listened to and understood his problemMr [redacted] asked me to repeat his problem back to him to make sure I fully understoodOnce we got past the complaint I apologized for what had happened and explained the process to himUpon hearing my explanation Mr [redacted] seemed fine with what his problem was and how it had been taken care ofAt the end of the call I asked him if their was anything I could do to rectify his concern, he acknowledged that we really did not do anything wrongI did also tell him that his situation would be used as a teaching moment in our next staff meetingHe seemed pleased with thatI once again asked if their was anything else I could do for him and thanked him for his businessWe then parted ways."
To Whom It May Concern,I am very sorry for your experience with our service department, at Cornerstone Auto we always try to do the best we can to make sure all of our customers are completely satisfiedI was notified by you about your warranty concern and even though I was out of town I did take
the time to respond to your emailI think that the circumstances put our dealership in a very bad situation and we were caught between you and Chrysler WarrantyI was told that you bought your Liberty to a third party service facility and they tore your vehicle down thus voiding your factory warrantyThird party facilities are not authorized to do Chrysler Warranty work and they should have told you this up frontWe instead got a written repair order from them without the ability to run our own diagnostic we were left at the mercy of Chrysler to approve or deny your claimChrysler did deny your claim because proper warranty claims procedure was not followedThe process for filing a warranty claim is not alterable and I believe you should be contacting the service facility that followed improper procedure for reimbursementIf we did not respond in a timely manner for that I do apologize but it did take Chrysler a week to send out an inspector to look at your vehicle.Sincerely,Marty *** General ManagerCornerstone Auto
Initial Business Response /* (1000, 6, 2015/07/28) */
Hello
I called the customer 7/27/and told him we would cancel the contract and give him a 100% refund on his purchaseThis is a unique situation and we will take care of the customer
Regards,
***
Initial Consumer Rebuttal /*
(2000, 8, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they corrected the situationI am happy with the response
Initial Business Response /* (1000, 6, 2015/07/16) */
I have attached the RO's for the work repaired on the Dodge Ram We covered the repairs either under warranty or internallyThe customer also has a service contract years or 48,miles covering his vehicle through 95,miles of
unlimited coverage
We will still try our best to trade the customer out of the vehicle at any time, however with just purchasing the vehicle and with having paid the state $in tax,license and regits simply unrealistic to simply trade back for full purchase price
The customer may use any service department that hires ASE Technitions and the service contract is valid anywhere in the united states (Century automotive service corporation) New and pre owned vehicles can break down, we apologize for any work we had to duplicate but we did fix the truck at no additional expense to customercertanly we will take care of any future mechanical issues if they occure and take care of the customer
Regards,
Frank
Initial Consumer Rebuttal /* (3000, 8, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a problem with this response
Number one
The fact that they claim to have fixed the problem is a lieThis really bothers me coming from a christian based dealership
I have attached a service report from an auto mechanic that states not only that the actuator has not been fixed, but there are other problems with the vehicle as wellWhich I had no idea
Also I spoke to Roy and let him know what was happening, I also spoke to a lady ( customer follow up) and let her know what was happeningRoy told me that they used an aftermarket part and they knew that there was a possibility that it wouldn't work, and that I should bring it back in
Lastly, I checked the actuator myself and it clearly isnt fixed which makes me wonder why it wasnt checked before it was given to me
I dont know if its a communication issue on their part, but this is very conflicting information
It just so happens that all the problems with my vehicle are not covered under this "warranty"
Number two
I havent had this vehicle for days before all these problems came up, and even after having a certified dodge mechanic ( this is their claim) check the vehicle, its still not fixedI have no trust in the workmanship, dealership and now character of the dealership at this point anymoreIf this underlying issue isnt dealt with, it will only be trouble for me in the futureSo id rather sever all contact with them while its early
number three
A trade in was my way of trying to remain amicable despite the situation, but now Id like a refundwe can split the taxes and registration feesI dont mind thatOr they can buy the vehicle back from meI was told that they were willing to buy it back, but not at its full priceI dont think this is fair for a vehicle barely driven
My time has been wasted, my money wasted and my peace of mind breachedI'm yet to receive even an apology
thanks
***
Initial Business Response /* (1000, 7, 2015/10/14) */
Unfortunately vehicles do break down, the Customer does indeed have a Certified pre owned vehicle. The coverage is 7 year or 100,000 miles. Ford also provides road side assistance and rental reimbursement. Cornerstone Covered the initial repairs...
(100.00) warranty deductible to customer and Ford is also covering the repairs at Aiken Ford. (Copy's attached of Warranty and RO's)
We do apologize for the inconvenience, however we stand behind the warranty provided and if the customer did not buy a CPO vehicle they could have been responsible for over $5,000 in repairs. The only charge to the customer should be the $100.00 deductible.
If there is anything else I can provide please let me know.
Regards,
Frank
Initial Consumer Rebuttal /* (3000, 9, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for the lemon. You did the inspection that made it certified pre-owned. Since April, we've now had to spend two months in a rental vehicle. I intend to investigate and probably pursue te state arbitration.
Now, when I called Ford, they initially told me that the warranty was no longer valid on the engine. That was back during the first English head replacement. The engine warranty had expired. However, since it was related to the issue that had first happened with the vehicle's previous owner, Ford ended up covering it. I don't know what coverage the 7 year or 100,000 coverage does, but I don't care because it doesn't relate to the engine problem we are having now.
Any consumer would recognize the fact that, unfortunately, vehicles shouldn't break down at this level. It's highly likely that, seeing as the initial symptom occurred also shortly after we purchased the vehicle, your technicians could have discovered the problem. They turned us away the first time we brought the vehicle in for service and tried to the second time. It seems that if you had done a true and thorough inspection to actually sell it as a certified pre-owned, you would have known the engine was still bad. After all, I'm sure you have communicate with the car's computer.
If Ford elects not to extend the warranty this time around for our useless car, we will be stuck with the entire bill. Even if they do, we know we'll be back in eventually because all the work done so far has done nothing to fix it and has actually caused worse problems (the cams are all ruined as well this time).
Again, there is no remaining engine coverage on this vehicle. The response is invalid. It's up to Ford to decide to extend the coverage due to it being s related issue.
From our Fixed Operations Director, Scott [redacted]: "We received the complaint from our from the Business Development Center after a customer service follow-up call. Connor [redacted] (Service Manager) and I were aware of what happened the day of Mr. [redacted]'s transaction. Mr. [redacted] was...
under the impression that he prepaid for a part a month prior to his service work, in order to spread out his financial obligation. Instead, we had the part on hand and held it for him without charging anything in advance. I called Mr. [redacted] and we spoke on the phone for about a half hour. He indicated that he needed to express his frustration someone. I told him that I would be more than happy to hear his concern I listened to and understood his problem. Mr [redacted] asked me to repeat his problem back to him to make sure I fully understood. Once we got past the complaint I apologized for what had happened and explained the process to him. Upon hearing my explanation Mr. [redacted] seemed fine with what his problem was and how it had been taken care of. At the end of the call I asked him if their was anything I could do to rectify his concern, he acknowledged that we really did not do anything wrong. I did also tell him that his situation would be used as a teaching moment in our next staff meeting. He seemed pleased with that. I once again asked if their was anything else I could do for him and thanked him for his business. We then parted ways."
Initial Business Response /* (1000, 6, 2015/10/21) */
I have tried to contact customer and have not recieved a call back. The front brakes I show in our records at being replace July of 2014 at 57928. We would like the customer to bring in the vehicle for inspection and if the brake pads are...
indeed worn down to 15 percent the pads would be under warranty and there would be no charge for the repair to the customer.
Initial Business Response /* (1000, 5, 2015/10/14) */
We certainly apologize for any confusion this has caused. I have spoken to the customer. We have been under charging the customer for the oil change and tire rotation. Our regular price is 105.00 for a diesel oil change and 19.95 for a tire...
rotation. After reviewing his receipt he paid 74.33 giving him a 40.00 discount off of the services we provided. I have no published coupons for 50 percent an oil change and tire rotation. We feel we have provided adequate discounts for this service.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the coupon for 50% off that was in the computer is missing someone deleted it after I started disputing this. The tire rotation for 19.95 was included in the works promo that was going on so you can't charge for that after the fact either. I guess cornerstone is searching for any reason to over charge me and I will not accept there response you just move on and don't do business with the company again there are many places to write reviews.
Initial Business Response / [redacted] (1000, 6, 2015/10/21) */ I have tried to contact customer and have not recieved a call backThe front brakes I show in our records at being replace July of at We would like the customer to bring in the vehicle for inspection and if the brake pads are indeed worn down to percent the pads would be under warranty and there would be no charge for the repair to the customer
Initial Business Response / [redacted] (1000, 7, 2015/10/14) */ Unfortunately vehicles do break down, the Customer does indeed have a Certified pre owned vehicleThe coverage is year or 100,milesFord also provides road side assistance and rental reimbursementCornerstone Covered the initial repairs (100.00) warranty deductible to customer and Ford is also covering the repairs at Aiken Ford(Copy's attached of Warranty and RO's) We do apologize for the inconvenience, however we stand behind the warranty provided and if the customer did not buy a CPO vehicle they could have been responsible for over $5,in repairsThe only charge to the customer should be the $deductible If there is anything else I can provide please let me know Regards, Frank Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks for the lemonYou did the inspection that made it certified pre-ownedSince April, we've now had to spend two months in a rental vehicleI intend to investigate and probably pursue te state arbitration Now, when I called Ford, they initially told me that the warranty was no longer valid on the engineThat was back during the first English head replacementThe engine warranty had expiredHowever, since it was related to the issue that had first happened with the vehicle's previous owner, Ford ended up covering itI don't know what coverage the year or 100,coverage does, but I don't care because it doesn't relate to the engine problem we are having now Any consumer would recognize the fact that, unfortunately, vehicles shouldn't break down at this levelIt's highly likely that, seeing as the initial symptom occurred also shortly after we purchased the vehicle, your technicians could have discovered the problemThey turned us away the first time we brought the vehicle in for service and tried to the second timeIt seems that if you had done a true and thorough inspection to actually sell it as a certified pre-owned, you would have known the engine was still badAfter all, I'm sure you have communicate with the car's computer If Ford elects not to extend the warranty this time around for our useless car, we will be stuck with the entire billEven if they do, we know we'll be back in eventually because all the work done so far has done nothing to fix it and has actually caused worse problems (the cams are all ruined as well this time) Again, there is no remaining engine coverage on this vehicleThe response is invalidIt's up to Ford to decide to extend the coverage due to it being s related issue
From our Fixed Operations Director, Scott ***: "We received the complaint from our from the Business Development Center after a customer service follcallConnor [redacted] (Service Manager) and I were aware of what happened the day of Mr [redacted] 's transactionMr [redacted] was under the impression that he prepaid for a part a month prior to his service work, in order to spread out his financial obligationInstead, we had the part on hand and held it for him without charging anything in advanceI called Mr [redacted] and we spoke on the phone for about a half hourHe indicated that he needed to express his frustration someoneI told him that I would be more than happy to hear his concern I listened to and understood his problemMr [redacted] asked me to repeat his problem back to him to make sure I fully understoodOnce we got past the complaint I apologized for what had happened and explained the process to himUpon hearing my explanation Mr [redacted] seemed fine with what his problem was and how it had been taken care ofAt the end of the call I asked him if their was anything I could do to rectify his concern, he acknowledged that we really did not do anything wrongI did also tell him that his situation would be used as a teaching moment in our next staff meetingHe seemed pleased with thatI once again asked if their was anything else I could do for him and thanked him for his businessWe then parted ways."
To Whom It May Concern,I am very sorry for your experience with our service department, at Cornerstone Auto we always try to do the best we can to make sure all of our customers are completely satisfiedI was notified by you about your warranty concern and even though I was out of town I did take
the time to respond to your emailI think that the circumstances put our dealership in a very bad situation and we were caught between you and Chrysler WarrantyI was told that you bought your Liberty to a third party service facility and they tore your vehicle down thus voiding your factory warrantyThird party facilities are not authorized to do Chrysler Warranty work and they should have told you this up frontWe instead got a written repair order from them without the ability to run our own diagnostic we were left at the mercy of Chrysler to approve or deny your claimChrysler did deny your claim because proper warranty claims procedure was not followedThe process for filing a warranty claim is not alterable and I believe you should be contacting the service facility that followed improper procedure for reimbursementIf we did not respond in a timely manner for that I do apologize but it did take Chrysler a week to send out an inspector to look at your vehicle.Sincerely,Marty *** General ManagerCornerstone Auto
Initial Business Response /* (1000, 6, 2015/07/28) */
Hello
I called the customer 7/27/and told him we would cancel the contract and give him a 100% refund on his purchaseThis is a unique situation and we will take care of the customer
Regards,
***
Initial Consumer Rebuttal /*
(2000, 8, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they corrected the situationI am happy with the response
Initial Business Response /* (1000, 6, 2015/07/16) */
I have attached the RO's for the work repaired on the Dodge Ram We covered the repairs either under warranty or internallyThe customer also has a service contract years or 48,miles covering his vehicle through 95,miles of
unlimited coverage
We will still try our best to trade the customer out of the vehicle at any time, however with just purchasing the vehicle and with having paid the state $in tax,license and regits simply unrealistic to simply trade back for full purchase price
The customer may use any service department that hires ASE Technitions and the service contract is valid anywhere in the united states (Century automotive service corporation) New and pre owned vehicles can break down, we apologize for any work we had to duplicate but we did fix the truck at no additional expense to customercertanly we will take care of any future mechanical issues if they occure and take care of the customer
Regards,
Frank
Initial Consumer Rebuttal /* (3000, 8, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a problem with this response
Number one
The fact that they claim to have fixed the problem is a lieThis really bothers me coming from a christian based dealership
I have attached a service report from an auto mechanic that states not only that the actuator has not been fixed, but there are other problems with the vehicle as wellWhich I had no idea
Also I spoke to Roy and let him know what was happening, I also spoke to a lady ( customer follow up) and let her know what was happeningRoy told me that they used an aftermarket part and they knew that there was a possibility that it wouldn't work, and that I should bring it back in
Lastly, I checked the actuator myself and it clearly isnt fixed which makes me wonder why it wasnt checked before it was given to me
I dont know if its a communication issue on their part, but this is very conflicting information
It just so happens that all the problems with my vehicle are not covered under this "warranty"
Number two
I havent had this vehicle for days before all these problems came up, and even after having a certified dodge mechanic ( this is their claim) check the vehicle, its still not fixedI have no trust in the workmanship, dealership and now character of the dealership at this point anymoreIf this underlying issue isnt dealt with, it will only be trouble for me in the futureSo id rather sever all contact with them while its early
number three
A trade in was my way of trying to remain amicable despite the situation, but now Id like a refundwe can split the taxes and registration feesI dont mind thatOr they can buy the vehicle back from meI was told that they were willing to buy it back, but not at its full priceI dont think this is fair for a vehicle barely driven
My time has been wasted, my money wasted and my peace of mind breachedI'm yet to receive even an apology
thanks
***
Initial Business Response /* (1000, 7, 2015/10/14) */
Unfortunately vehicles do break down, the Customer does indeed have a Certified pre owned vehicle. The coverage is 7 year or 100,000 miles. Ford also provides road side assistance and rental reimbursement. Cornerstone Covered the initial repairs...
(100.00) warranty deductible to customer and Ford is also covering the repairs at Aiken Ford. (Copy's attached of Warranty and RO's)
We do apologize for the inconvenience, however we stand behind the warranty provided and if the customer did not buy a CPO vehicle they could have been responsible for over $5,000 in repairs. The only charge to the customer should be the $100.00 deductible.
If there is anything else I can provide please let me know.
Regards,
Frank
Initial Consumer Rebuttal /* (3000, 9, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for the lemon. You did the inspection that made it certified pre-owned. Since April, we've now had to spend two months in a rental vehicle. I intend to investigate and probably pursue te state arbitration.
Now, when I called Ford, they initially told me that the warranty was no longer valid on the engine. That was back during the first English head replacement. The engine warranty had expired. However, since it was related to the issue that had first happened with the vehicle's previous owner, Ford ended up covering it. I don't know what coverage the 7 year or 100,000 coverage does, but I don't care because it doesn't relate to the engine problem we are having now.
Any consumer would recognize the fact that, unfortunately, vehicles shouldn't break down at this level. It's highly likely that, seeing as the initial symptom occurred also shortly after we purchased the vehicle, your technicians could have discovered the problem. They turned us away the first time we brought the vehicle in for service and tried to the second time. It seems that if you had done a true and thorough inspection to actually sell it as a certified pre-owned, you would have known the engine was still bad. After all, I'm sure you have communicate with the car's computer.
If Ford elects not to extend the warranty this time around for our useless car, we will be stuck with the entire bill. Even if they do, we know we'll be back in eventually because all the work done so far has done nothing to fix it and has actually caused worse problems (the cams are all ruined as well this time).
Again, there is no remaining engine coverage on this vehicle. The response is invalid. It's up to Ford to decide to extend the coverage due to it being s related issue.
From our Fixed Operations Director, Scott [redacted]: "We received the complaint from our from the Business Development Center after a customer service follow-up call. Connor [redacted] (Service Manager) and I were aware of what happened the day of Mr. [redacted]'s transaction. Mr. [redacted] was...
under the impression that he prepaid for a part a month prior to his service work, in order to spread out his financial obligation. Instead, we had the part on hand and held it for him without charging anything in advance. I called Mr. [redacted] and we spoke on the phone for about a half hour. He indicated that he needed to express his frustration someone. I told him that I would be more than happy to hear his concern I listened to and understood his problem. Mr [redacted] asked me to repeat his problem back to him to make sure I fully understood. Once we got past the complaint I apologized for what had happened and explained the process to him. Upon hearing my explanation Mr. [redacted] seemed fine with what his problem was and how it had been taken care of. At the end of the call I asked him if their was anything I could do to rectify his concern, he acknowledged that we really did not do anything wrong. I did also tell him that his situation would be used as a teaching moment in our next staff meeting. He seemed pleased with that. I once again asked if their was anything else I could do for him and thanked him for his business. We then parted ways."
Initial Business Response /* (1000, 6, 2015/10/21) */
I have tried to contact customer and have not recieved a call back. The front brakes I show in our records at being replace July of 2014 at 57928. We would like the customer to bring in the vehicle for inspection and if the brake pads are...
indeed worn down to 15 percent the pads would be under warranty and there would be no charge for the repair to the customer.
Initial Business Response /* (1000, 5, 2015/10/14) */
We certainly apologize for any confusion this has caused. I have spoken to the customer. We have been under charging the customer for the oil change and tire rotation. Our regular price is 105.00 for a diesel oil change and 19.95 for a tire...
rotation. After reviewing his receipt he paid 74.33 giving him a 40.00 discount off of the services we provided. I have no published coupons for 50 percent an oil change and tire rotation. We feel we have provided adequate discounts for this service.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the coupon for 50% off that was in the computer is missing someone deleted it after I started disputing this. The tire rotation for 19.95 was included in the works promo that was going on so you can't charge for that after the fact either. I guess cornerstone is searching for any reason to over charge me and I will not accept there response you just move on and don't do business with the company again there are many places to write reviews.