Cortese Ford

Please be advised that this vehicle is in compliance with all NY Inspections and at this point, the issue with Mr [redacted] vehicle is cosmetic We have addressed this issue by ordering a brand new rear taillight assembly and it will be installed at no charge to the customer as soon as possible after it is received Beyond the installation of this last item, Cortese has met and/or exceeded all of New York State's inspection requirements for this said vehicle and considers this matter closed Thank you

The customer has now been put in direct contact with the Cortese Service Manager After reviewing with the Technician, we believe this issue with the memory seat will be a quick fix and the customer has agreed to return the vehicle to the dealership on Tuesday, July 12th Our Service Manager has also agreed to loan Mr [redacted] a vehicle if requested Hopefully this visit will put closure to the matter

We do appreciate Mr*** patience. Please understand that we would never have allowed any vehicle to leave our facility with unsafe brakes, therefore Cortese has replaced (with) new brake pads and turned the rotors. We have also replaced his wiper
blades, but have found no problem with the wiper arm. In regards to the rear taillight, we have made legitimate attempts to handle the situation and at this time we have (again) ordered another new taillight assembly and due to the fact that this is a difficult part to obtain, we are also waiting for the part. As soon as the part is received by Cortese, we will be in touch with this customer to finalize the repair. Again, we appreciate our customer's patience and apologize for any inconvenience that this matter may have caused. Thank You

We have extended our apology to the customer regarding the length of time
that we have needed to keep the vehicle for repair of the issues with the rear view camera In fact we feel that we have gone over and above policy to extend them the use of a loaner vehicle during the repair time It needs to be understood that Cortese has been working with Ford Engineers regarding the vehicle problems and must rely on their response time to complete the repair Our Service Advisor has been in contact with both the husband and wife with updates during this repair time, and veh as recently as yesterday June 30th.Be advised that our Rental Car Manager has been in touch with the customer to offer them a loaner van in lieu of the Ford Fusion that was felt to have been sufficient in size to accommodate their family. As this communication is being sent, Mr *** is on his way to Cortese to replace the current loaner with a van.Mr *** was informed at the beginning of this repair that the total cost to him would be $plus applicable tax He did agree to this amount which he will pay upon completion of the service.At this time Cortese is earnestly working to complete the repair and feels that we have met all responsibilities to the customer to this point

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]It was stated in the letter sent to me that *** *** has apologized to me in personIt needs to be made known that he NEVER apologized neither did he even acknowledge the situation at allFor the split second that he did see me once my vehicle was serviced after other personnel in the service department got me settled, along with my Sales Associate, he (***) handed me my keys and said that I was "all set."It needs to be made aware of because this is not honest behavior neither is it of my expectations from one professional to yet anotherThat was my main reason for submitting the complaint due to the lack there of communication which in result, delayed my vehicle being serviced. I never received a call back from *** at allIf I had heard from him, I would have not submitted my claimI am a Health Care Provider at a local hospital in an Intensive Care Unit and I know without a shadow of a doubt what effective communication IS and how much weight it holdsWith that being said, I also know that if something was not completed or was forgotten, honesty is the safest and most conducive policyThe statement being made of him apologizing to me in person will exacerbate this troublesome experience even the more and with this dept of this companyOne's INTEGRITY goes further than what "free" oil changes can do!
Regards,
*** ***

Just got a call from Keith at Service dept@ Cortese Ford raised his voice and told me that was the first he had heard of it He also told me this way of thinking is when you say you put new brakes to them it means new padsNow I'll be 63 on Sat and to me new brakes mean rotors and padsSo he got a little P.Oat me calling telling me I did not know what I was talking aboutHe also said he put new wipers but they only put one on the drivers side Ryan in service told me thatHe talked me different stories on the light 1.) they put a new\used after market one on at first, so my Q is it new or usedThen in the same time told me that HE just order it now I and you were told they ordered it last weekThat is all he Keith is told my Mgrhe can do or that they are going to doTake it up with Ron another Mgr so back to square oneI'll wait for your email, DMV, and N.Y.S.A.G.Opaper work talk to you soonHave a Blessed Day

08/20/I spoke to Keith this morning he order the NEW part himself it should be in next weekThen he put it in and I'll tell him about back brakes and fix or touch up around the lightKeep you posted.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, *** ***

Due to an original misunderstanding, Ms *** was again reminded that her insurance company had to submit a Total Loss Letter to our dealership to validate the claim Our Finance Manager has since contacted the Customer and with her understanding she has contacted her insurance
company to begin the process As an update, the Letter was received today and Cortese has submitted the claim We appreciate her patience and apologize for any inconvenience that this matter may have caused Ms *** and we are all looking forward to a quick turn around from her insurance company We thank you for your assistance in bringing this matter to a close

June 1,2015Revdex.com100 Bryanbt Woods SouthAmherst, NY 14228Attention: [redacted], Complaint HandlerRe: Complaint ID [redacted]Gentlemen:In regards to the above mentioned Complaint, Cortese Ford has spoken with [redacted], reviewed the situation with her Service Advisor and sent a personal letter of apology with an offer of Two FreeOil Changes.We feel that we have fulfilled our responsibility to this customer and consider this Revdex.com Complaint closed.Thank you for your assistance in this matter.Very truly yours,[redacted]Customer Relations Manager

An acknowledgement in the lack of responsiveness and delayed matter for the repair to being completed from the Service dept, in particular from the specific Service Advisor individual mentioned.

[redacted] has had phone conversation with [redacted] and [redacted]  (**...

[redacted]'s Service Advisor) has sent the following apology letter along with 2 Free Oil Changes.Cortese feels they have met their responsibility to this Complaint and feel it to be closed.  Thank you for your assistance in this matter.  [redacted] ManagerCustomer Relations Direct Phone:  ###-###-####June 1, 2015
 
[redacted]          
[redacted]
[redacted]  [redacted]   [redacted]
 
 
 
Dear [redacted]:
 
This letter is in response to your recent RevDex.com Complaint regarding my miscommunication with you during your recent
Cortese  Ford  Service visit with your Jeep  Grand Cherokee.
 
Although I did apologize to you  personally for not being in better
communication with you in a more timely manner during the time that we had
parts on order for your vehicle,  please
allow me to  assure you that this is not the
level of performance that you should expect to receive from me or any of our
staff here at Cortese.
 
In an effort to apologize to you for any inconvenience
and unnecessary stress that we may have caused you,  please accept our offer of your next Two Free Oil Changes to be used here at
Cortese Ford at your convenience.  Please
 mention this offer to  our Appointment Coordinator,   D[redacted],  when you schedule your next
appointment.
 
Again, please accept this apology from me and the entire
staff at Cortese Ford and we look forward to being of service to you in the
near future and for many years to come. 
 
 
Very truly yours,
 
 
 
[redacted]
Service Advisor

The customer has now been put in direct contact with the Cortese Service Manager.  After reviewing with the Technician, we believe this issue with the memory seat will be a quick fix and the customer has agreed to return the vehicle to the dealership on Tuesday, July 12th.  Our Service Manager has also agreed to loan Mr. [redacted] a vehicle if requested.  Hopefully this visit will put closure to the matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]  Thank you for taking the time to review this matter  yes I have now been given a loaner van  and it's fine.  Although I still have not been contacted by the Dealership with regards on a timetable of completion.  Also I was never notified until I contacted the dealer four hours after they had my car that my bill was $430 when I asked to be notified of any extra charges outside of  The deductible.  The Revdex.com was not my first option after on answered questions and  unreturned phone calls I  decided to contact you all. The money is not the issue it is the way that I have been treated as a customer if I was to call right now I can almost guarantee that I would lied to.  If you would like to speak to my warranty advising please let me know [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]  I feel confident that the dealership will take care of this issue and I believe this matter will be put to closure thank you again for your time.

Please be advised that this vehicle is in compliance with all NY Inspections and at this point, the issue with Mr. [redacted] vehicle is cosmetic.  We have addressed this issue by ordering a brand new rear taillight assembly and it will be installed at no charge to the customer as soon as possible after it is received.  Beyond the installation of this last item, Cortese has met and/or exceeded all of New York State's inspection requirements for this said vehicle and considers this matter closed.  Thank you...

I'm very frustrated that I've been giving no answers on my car and now it's been two weeks. I don't want to be billed for this horrible service. I've contacted the managers and corporate offices regarding this matter.