Crowley Ford Lincoln

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.
Sent from my iPhone Crowley ford has responded to my complaints and has fixed all my problems =
Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:    #1 - I don't know how Mr. S[redacted] can state they were "unsuccessful" in contacting me since  this morning was the first time they called me since I spoke to Luis on 12/21 and was told it would be another two weeks until the part was in. (on or around  1/4/16. (Now going on 8 weeks!)    I missed their one attempt to call at at 9:40 am this morning and called them back one hour later at 10:49 when I spoke to Luis.#2 - all of a sudden after I filed a complaint, my part is in.#3- I didn't inspect my car (apparently should have) to make sure they performed the work correctly that I paid for.  There is no way they put back a "broken" part and it blew off because I only drove it home that day and noticed it the next morning and would have noticed driving home if a part blew off my car that was right below the windshield.#4 - Luis said that Crowley will NOT refund me my $132.90 because they are replacing the part.  (which was part of my car when I brought it in to be serviced and they failed to put it back together correctly before sending me on my way.Perhaps they should have a quality control employee who inspects the work before they mark it as complete.  #5 - I want my  part replaced BUT feel the least they can do is refund me my $132.90 as a courtesy for my aggravation, time wasted bringing my car back along with weeks of calling and being told I can't speak to Mr. S[redacted] because he is ALWAYS in a meeting.  #6 - I bought this car as used off their lot.  I purchased a very expensive warranty through Crowley Ford and was very happy and satisfied until now.  I have even referred a couple of people to them that were looking to buy a car.Unfortunately this experience has changed all that.  I will now steer people away from this dealership if they can't do the right thing.#7 - If Mr. S[redacted] would like to call me today @ [redacted] and rectify this situation with a refund and my part,  I would be satisfied and consider this matter closed with a satisfactory resolution.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: [redacted] was neither in contact nor involved with this transaction. the dealer at no time contacted me. every scheduled time they were due to contact me came and went with no phone call. I was the one who contacted them. I at no time lost my cool, raised my voice or disrespected the gentleman who handled my service order. on the other hand I was told by the gentleman that "i was lucky it didn't cost me more" so if cooler heads did prevail (meaning crowleys staff) we wouldn't be in this situation. now as far as them "not" charging me for the extra hours of labor. I was charged to drill and tap (poorly I might add because the head that they finished was damaged & needed to be repaired also. they drilled holes at an angle, even elongated some holes) 10 out of 20 studs at a whopping cost of $95 a stud. then to make matters worse I tried contacting mr [redacted] on several occasions even left a couple of messages & I received no reply from him. but I did receive a call from the serviceman who originally handled my work order (so I know mr [redacted] got my messages but avoided calling me himself) I still didn't lose my cool. I tried calling for mr [redacted] a few more times to no avail so I decided to go over his head to his boss and I contacted Crowley automotive group to try to reach ken Crowley himself & after the 3rd time that I didn't receive a call I figured this is how they do business & decided to contact you (Revdex.com) now I DO NOT expect them to do anything about this. as you can see it took a complaint to you (Revdex.com) to get them (Crowley ford) to respond to me. so I'm ok with Crowley not doin anything to solve this issue. I just want it on the record what they do to their costumers so others can make an informed decision before going to Crowley ford. 
Sincerely,
[redacted]

When [redacted] initially called, I of course tried to be of assistance, however none of our suggestions were accepted by him.  We worked to come up with other solutions and were still not able to make [redacted] happy. At this point he started making derogatory comments towards myself...

personally [redacted] Crowley Ford Service manager) and then our staff. This is when we ended the conversation.  The customer called us back immediately and was behaving very irrationally with our employees.  It was decided it would be best for us to part ways and end our business relationship.

I am responding to complaint ID [redacted]. We have unsuccessfully attempted to contact Ms. [redacted]. We have now received the necessary part for her vehicle. Ms. [redacted] states that we have corrected her concern. we will repair the part that is missing even though it was 2 days later that it was...

reported. This part leaves a big hole where the wipers are. I believe we could have broken a clip on that cover which holds it in place and it came off while driving. We will be happy to install that part on Ms. [redacted]'s vehicle at no charge to her.[redacted]
Parts and Service Director
Crowley Ford Lincoln

Complaint Information: Customer thought something would be covered by an emissions warranty because he was told that by his mechanic, when in fact it was not a covered item. He was explained that if the failed component was not covered, he would incur a diagnostic charge, which he signed for...

when first brought in for service. When the customer came to pick up his vehicle he refused to pay the diagnostic charge, stating it should be covered by the warranty. He also stated the emission paperwork stated what was wrong. It only says there is an evaporative emissions leak. A diagnosis must be performed to determine what component has failed. We did however waive the diagnostic fee for the customer at the time of his pick up. I did call Mr. [redacted] to offer a discount on the needed repair, only to find out he had his mechanic repair the vehicle. I also offered the customer assistance with any future repairs he may need to amend any inconvenience we may have caused. Thank you, [redacted] and Service Director Crowley Ford [redacted]

I am responding to case # [redacted]. customers vehicle was here for an extended period of time for a recall on the fuel tank. (parts were not readily available). When the parts became available we had noticed the brake pads and rotors were rusted and we proceeded to obtain authorization from Ford...

Motor Co. for replacement at no charge to the customer. Brake pads and rotors were replaced at no charge to the customer. We road tested the vehicle upon completion and contacted the customer to let them know the vehicle was indeed ready for pick up. (All the while the customer was supplied with alternate transportation at no charge to them). I don't believe the customer called the same day, but maybe the next day. The customer had the vehicle towed back in and our diagnosis showed there was a broken anti lock brake system tone ring. This has nothing to do with the brake components we had previously replaced on the vehicle. We contacted the customer, they expressed dismay, and we agreed we would see if Ford may cover this repair also. Ford denied any assistance at first, but with the customers persistence, Ford agreed to pay 270.00 of the 459.00. The customer refused the assistance. (459.00 charge was for the repair that would correct their immediate concern, and the other 250.00 was for a different recommended repair. When we road tested the vehicle and when they first picked up the vehicle, the vehicle was fine. Also this vehicle is not new, it has 138,000 miles on it, and is a 2007. The condition of the broken tone ring is a common repair on aged vehicles. I believe this Revdex.com case is not with the dealer, but if anybody it would be Ford Motor Company. Crowley Ford Lincoln offered no money towards this repair.If I can be of any further assistance, Feel free to contact me at ###-###-####, or, [redacted]Thank YouGary S[redacted]Service and Parts DirectorCrowley Ford Lincoln

On February 11, 2017 I arrived at Crowley [redacted] Lincoln in Plainville, Connecticut with my sister to inquire about leasing a [redacted]. After being outside for more than 15 minutes looking at the inventory, John L[redacted] approached us and asked if we wanted to test drive the vehicle. We agreed, and off we went. For the duration of the test drive, John L[redacted] made no comments about any of the features the vehicle had nor did he ask the driver, my sister, if she had any questions regarding the vehicle's functionality. After the test drive ended, the only comment made from John L[redacted] about the [redacted] was about the fold down seating for increased trunk space.
We then inquired about a second [redacted] which had push button start, so we went inside to wait while he tried to locate the vehicle. After being inside for all of about 15 seconds, we acknowledged the vehicle we were looking for was located in the showroom. Unfortunately, it took John L[redacted] about 10 minutes to realize this by looking it up on the “system”. He asked if we wanted him to get us a number on the one inside and I said yes.
During the negotiation process, I politely made the comparison of the [redacted] in the showroom to several other vehicles we were interested in, one being the new [redacted]. It was concerning that a higher priced vehicle wasn't as fuel efficient or had as many features as the [redacted]. Thinking John would attempt to sway us towards the [redacted], he stated, “I don't know anything about [redacted] products.” He then rudely asked me, “What’s your point?” while I was comparing the two vehicles. It’s interesting he would say that considering the [redacted] is the best selling SUV in North America. He came back with a price of $417/month for the [redacted] in the showroom. Concerned, I asked him what the money factor was. John L[redacted] had not a clue what the definition of “money factor” was, and I was further convinced this so-called “salesman” knew nothing about the product he was selling.
I presented him with documentation from [redacted]’s website, the monthly payment on a [redacted] lease based on a total MSRP of $34,115, which was considerably lower than the monthly payment he had proposed in his deal, only $261/month. He then claimed that his own company, [redacted], was utilizing false advertising to “get people in the door”. It was at this point I then conveyed I was discouraged dealing with him as a sales representative, and recommended he get his manager or an alternative sales consultant. He grabs Tom M[redacted], one of the most verbally abusive individuals I have ever met thus far in my life. He didn’t care one bit about my idea of purchasing one of the vehicles in his lot. Rather, he utilized middle school intrusive vocabulary in attempt to undermine myself and my sister. I was astonished at the tone he chose to speak to us with. Furthermore, he stated, “Don’t say anything you’ll regret later.” which was a vicious and desperate threat made to me after I announced I would write about this experience and post it online.
My sister and I felt uncomfortable and disrespected from these two individuals, John L[redacted] and Tom M[redacted], as they attempted to intimidate us through vulgar language. We hope this isn’t the case with other employees from this dealership and are disappointed they’ve given us a terrible image of the characters behind [redacted] products. I hope they can learn from this lesson will start to treat their potential customers with respect and appreciation. I also hope Ken C[redacted] takes this review very seriously and backs his own credo, “If you’re not happy, I want to know.” This was an experience I truly hope never repeats, and I certainly will never support a company with such corrupt moral values.

Complaint Information:
text-align: left;" valign="top"> Customer thought something would be covered by an emissions warranty because he was told that by his mechanic, when in fact it was not a covered item. He was explained that if the failed component was not covered, he would incur a diagnostic charge, which he signed for when first brought in for service. When the customer came to pick up his vehicle he refused to pay the diagnostic charge, stating it should be covered by the warranty. He also stated the emission paperwork stated what was wrong. It only says there is an evaporative emissions leak. A diagnosis must be performed to determine what component has failed. We did however waive the diagnostic fee for the customer at the time of his pick up. I did call Mr. [redacted] to offer a discount on the needed repair, only to find out he had his mechanic repair the vehicle. I also offered the customer assistance with any future repairs he may need to amend any inconvenience we may have caused. Thank you, [redacted] and Service Director Crowley Ford [redacted]

Complaint: [redacted]
I a fix. He also stated he wanted ford to spread there money.  Gray than spoke with my husband stating that ford would only pay $270.00 toward the repair but they would not cover the whole thing, Gray than said the decisions was Fords and not his. When speaking with Ford they said the decisions was Grays and that they only went by what gray told them. I was giving the run around. Ford offered $270.. Towards the fixing of my vechile, and I do not believe they ofered money because they felt bad, they offered because they felt they were liable. When speaking with the dealership and ford they were very rude and gave me the run arounds. Before giving me back my vehicle they should have inspected it properly. Driving a car that has a hundred and 40 thousand miles does not make it unsafe, having it sit there for six months causing it to rust out made  it unsafe.the vehicle should have been checked properly. It is very unfair to try and justify their wrong doing by saying the vechile have a lot of miles when Cars are sold everyday with high mileage.. that does not make it unsafe. My life was put in danger first from the gas line than the braking system which failed while driving. Gray told me one thing and than one a recorded conversation with ford told them something different. When I asked if I could take the $270 and have my car fixed somewhere else they said no, that I had to have it fixed with them or the offered was off the table. I than had my vehicle towed to be fixed somewhere else. I am seeking reimbursement for the fixing of my vehicle, lost work wages, and towing
Sincerely
[redacted]

Hello, This email is in regards to the complaint I...

filed against Crowley Ford on 3/11/16, the ID that you had assigned to this case is [redacted]. I am writing to let you know that Crowley Ford and I have come to an agreement that satisfies both parties, that is myself and Crowley Ford. If you need any further information please don't hesitate to contact me. Thank you, [redacted]

I am responding to complaint ID [redacted]. We have unsuccessfully attempted to contact Ms. [redacted]. We have now received the necessary part for her vehicle. Ms. [redacted] states that we have corrected her concern. we will repair the part that is missing even though it was 2 days later that it was...

reported. This part leaves a big hole where the wipers are. I believe we could have broken a clip on that cover which holds it in place and it came off while driving. We will be happy to install that part on Ms. [redacted]'s vehicle at no charge to her.[redacted]Parts and Service DirectorCrowley Ford Lincoln

Dear Representative Revdex.com Inc :
 
We been in contact with [redacted] and we are...

 satisfying all his needs and concerns.
 
We apologized for our late response !
 
[redacted]
 
Crowley Ford Lincoln

I am responding to case # [redacted]. customers vehicle was here for an extended period of time for a recall on the fuel tank. (parts were not readily available). When the parts became available we had noticed the brake pads and rotors were rusted and we proceeded to obtain authorization from Ford...

Motor Co. for replacement at no charge to the customer. Brake pads and rotors were replaced at no charge to the customer. We road tested the vehicle upon completion and contacted the customer to let them know the vehicle was indeed ready for pick up. (All the while the customer was supplied with alternate transportation at no charge to them). I don't believe the customer called the same day, but maybe the next day. The customer had the vehicle towed back in and our diagnosis showed there was a broken anti lock brake system tone ring. This has nothing to do with the brake components we had previously replaced on the vehicle. We contacted the customer, they expressed dismay, and we agreed we would see if Ford may cover this repair also. Ford denied any assistance at first, but with the customers persistence, Ford agreed to pay 270.00 of the 459.00. The customer refused the assistance. (459.00 charge was for the repair that would correct their immediate concern, and the other 250.00 was for a different recommended repair. When we road tested the vehicle and when they first picked up the vehicle, the vehicle was fine. Also this vehicle is not new, it has 138,000 miles on it, and is a 2007. The condition of the broken tone ring is a common repair on aged vehicles. I believe this Revdex.com case is not with the dealer, but if anybody it would be Ford Motor Company. Crowley Ford Lincoln offered no money towards this repair.If I can be of any further assistance, Feel free to contact me at ###-###-####, or, [redacted]
Thank You
Gary S[redacted]
Service and Parts Director
Crowley Ford Lincoln

Complaint: [redacted]
I am rejecting this response because: This is the same company who was dishonest about fixing the issue with my vehicle, then charged me for work that was never done. My vehicle didn't have any damage to it, prior to dropping it off at the dealership. I even took photos of my vehicle before dropping it off, in order to display the issues I was having with the vehicle. Which shows there wasn't any damage on the vehicle. Far as this dealership refunding my money, this didn't happen until I told them that I was calling the police. They initially refused to give me a refund.
Sincerely,
[redacted]