Complaint:
I am rejecting this response because:
I find it interesting that Kemp Ford claims they ran out of
lift tickets just four days after the promotion began when the first salesman I
talked to, who was giving me information about the Cmax, did not even know about
the promotionIf Kemp Ford had really been inundated with people interested in
this deal as they claim, it seems the entire staff would have knowledge of itInstead
the salesman had to walk me a few feet to another staff member who could talk
about the advertisement
I understand that Kemp Ford is claiming they did not have
any Mammoth Mountain ski tickets left when I came to
their businessHowever, the man I spoke with did not start his statement by
telling me that they were out of lift ticketsInstead he told me that they had
a limited number of ticketsHe said they were saving them for people who buy
the CmaxThis is precisely what he said and I have two witnesses who also
heard this exchangeThe advertisement clearly stated that the lift tickets
were to be given to anyone who test drove the Cmax
When I accused the man of advertising he admitted to
it! Then he suddenly changed his story, saying the last two tickets were given
the night before to a couple who bought a Cmax
Kemp Ford was not honoring the deal, but I went to another
local Ford dealership that was more than happy to let me test drive the Cmax
and give me lift ticketsKemp Ford was knowingly participating in
advertising by their refusal to offer a deal they were obligated to participate
in with all Southern California Ford Dealers
Our buying experience with our Nissan Maxima was slow but not bad however our paper work ended up in a messOur names were miss spelled on documents and it was a total hassle getting it fixedOur papers had to be mailed out times to get it right and each time I called to get it sorted out I would get a different answer or a rude service representativeI got our proof of ins to them however they never sorted it out and we ended up with ins assigned to us which I had to call and cancel so we werent being double charged
I've heard its a waste to buy warranties on used cars however I'm glad we did because we have owned our car for months and we have a cracked serpentine belt and a cracked oil pan and all the fluids need to be flushedthe warranty covers our oil pan after the copay but were on our own with everything else and although we are supposed to receive a rental car with the warranty we have to wait days because if the part is over a certain price they have to send it in for verification so now my husband is without a car and we fully regret purchasing from Kemp
Kemp Ford does not agree with Mr***'s statements about his purchase at our dealership The issue with the interest rate came about because Mr*** was told that with good credit the rate would be 2.9% Upon submital to Ford Motor Credit Company for approval of Mr***'s credit
application the aproved rate came back at 3.9% from Ford Motor Credit Company as he was rated at tier two credit rating and not the tier one rating required to received the 2.9% Kemp Ford did not change the agreed upon pricing of the vehcle as Mr*** states The price the vehicle was sold for was tha same price that was dicussed before the submital for credit was made Mr*** became very agitated and started yelling at James Sabeti, the sales person, on the showroom floor at which time MrB***, the General Sales Manager, stepped out of his office to address what was happeing He was joined by Bill Newsom, the Sales Manager, and Mr*** continued shouting and yelling at them accusing them of lying and cheating at which time MrNewsom was able to get him to step outside of the showroom where he continued his unaceptable behavior MrB*** finally decided that there was no way to satify this customer, that the terms of the sale were not going to be changed and therefore we should both agree to terminate the sale Mr*** then left the dealership, but called back shortly after to say he would take the deal
Complaint:
I am rejecting this response because:On inspection you can clearly see numbers were written overWe purchased vehicle there and is close to home from now on we will have to take the vehicle to be serviced elsewhere we were not given a copy of service record snc had to ask to get the diagnosis record after paying for it even though wife was not told about the feeWe went and got vehicle fixed locally and fixed all eight ignition coilsThe vehicle is still running poorlyNot only did we have to pay for diagnosis it was also incorrect and problem is somewhere elsePretty sure you guys already knew that and once fixed you you'll have said it needed other itemsGlad we did not get vehicle worked on there should have read customer reviews on you guys and would have taken vehicle elsewhere from the start
Regards,*** ***
Mrs*** brought the vehicle in for service for the issues as stated They have an extended service plan with a $deductable for those items covered by the plan It was explained that any problem not covered by the plan would incure a diagnostic fee at the time she dropped
of the vehicle The rental car company was slow getting to the dealership for this customer The trailer she waited in was the temporary customer lounge as the dealership was undergoing a renovation They claim she was never given her copy of the repair order yet that copy was removed from the repair order and not in our possession As to the claim that the amount was written over, I have seen the repair order and it clearly was not written over This can be produced at any time for inspection The diagnostic fee was for the following The vehicles needed coils ($420.00) and we recommended replacing all ($672.00) Labor to install coils would have been $230.00, coils We recommended that the fuel system be cleaned for $ The total bill for coils would have been $950.00, for all coils $1259.50.As to the service the customer had performed on the vehicle for $600.00, *** *** cannot comment as we do not know what was done
*** *** will not refund the diagnostic fee as we believe it was a correct diagnosisMrs*** was at the dealership that day and was approached by this customer who proceeded to explain his concerns to her Mrs*** does not work at the dealership and did the only thing she could do when she took the customer to the service managerThere was no other action she could have taken and is not an "uncaring owner"
Mrs*** is correct that a clamp on a hose did fail and her coolant ran out of the vehicle This was caused by the factory clamp that was on the vehicle failing Upon inspection we believe our technician did install it correctly This was the second time recently that a
factory installed hose clamp like this has failed and we are now replacing them with new ones in similar situations We inspected and test drove her vehicle after we corrected the problem and found no issues relating to the overheating
The refund offered was for the coolant service performed on the vehicle The rest of the bill was for other services performed and will not be refunded The customer was supplied a rental vehicle, and at her insistance, it was upgraded to a larger vehicle
We are very sorry for the problem that occured an inconvienced Mrs*** She is very persistant about what she feels she is entitled to and our service manager did become annoyed with her He has been spoken to and agrees he did become annoyed and that he should not have Again we appologise for this and the problem that occured with her vehicle
** ***
The ski lift tickets for Mammoth Mountain is a promotion sponsored by the Ford Dealers Advertising Association of Southern California, not Kemp Ford, nor advertised by Kemp Ford We are supplied with a limited number of these tickets by the FDAASC They are usually gone within a couple
of days of the start of the promotion and we cannot obtain more We are sorry that there were not any left when this customer came to Kemp Ford but the promotion givaway only lasts as long as the supply of tickets we are given are still available
Kemp Ford does not have any of the Mammoth Mountain ski tickets left. This customer does not want to understand that. The FDAASC gave Kemp Ford a limited number of these tickets and everytime they do this promotion the tickets are gone in a matter of a couple of days and we have customers come in for them that get angry because there are none left.
Complaint:
I am rejecting this response because:
I find it interesting that Kemp Ford claims they ran out of
lift tickets just four days after the promotion began when the first salesman I
talked to, who was giving me information about the Cmax, did not even know about
the promotionIf Kemp Ford had really been inundated with people interested in
this deal as they claim, it seems the entire staff would have knowledge of itInstead
the salesman had to walk me a few feet to another staff member who could talk
about the advertisement
I understand that Kemp Ford is claiming they did not have
any Mammoth Mountain ski tickets left when I came to
their businessHowever, the man I spoke with did not start his statement by
telling me that they were out of lift ticketsInstead he told me that they had
a limited number of ticketsHe said they were saving them for people who buy
the CmaxThis is precisely what he said and I have two witnesses who also
heard this exchangeThe advertisement clearly stated that the lift tickets
were to be given to anyone who test drove the Cmax
When I accused the man of advertising he admitted to
it! Then he suddenly changed his story, saying the last two tickets were given
the night before to a couple who bought a Cmax
Kemp Ford was not honoring the deal, but I went to another
local Ford dealership that was more than happy to let me test drive the Cmax
and give me lift ticketsKemp Ford was knowingly participating in
advertising by their refusal to offer a deal they were obligated to participate
in with all Southern California Ford Dealers
Our buying experience with our Nissan Maxima was slow but not bad however our paper work ended up in a messOur names were miss spelled on documents and it was a total hassle getting it fixedOur papers had to be mailed out times to get it right and each time I called to get it sorted out I would get a different answer or a rude service representativeI got our proof of ins to them however they never sorted it out and we ended up with ins assigned to us which I had to call and cancel so we werent being double charged
I've heard its a waste to buy warranties on used cars however I'm glad we did because we have owned our car for months and we have a cracked serpentine belt and a cracked oil pan and all the fluids need to be flushedthe warranty covers our oil pan after the copay but were on our own with everything else and although we are supposed to receive a rental car with the warranty we have to wait days because if the part is over a certain price they have to send it in for verification so now my husband is without a car and we fully regret purchasing from Kemp
Kemp Ford does not agree with Mr***'s statements about his purchase at our dealership The issue with the interest rate came about because Mr*** was told that with good credit the rate would be 2.9% Upon submital to Ford Motor Credit Company for approval of Mr***'s credit
application the aproved rate came back at 3.9% from Ford Motor Credit Company as he was rated at tier two credit rating and not the tier one rating required to received the 2.9% Kemp Ford did not change the agreed upon pricing of the vehcle as Mr*** states The price the vehicle was sold for was tha same price that was dicussed before the submital for credit was made Mr*** became very agitated and started yelling at James Sabeti, the sales person, on the showroom floor at which time MrB***, the General Sales Manager, stepped out of his office to address what was happeing He was joined by Bill Newsom, the Sales Manager, and Mr*** continued shouting and yelling at them accusing them of lying and cheating at which time MrNewsom was able to get him to step outside of the showroom where he continued his unaceptable behavior MrB*** finally decided that there was no way to satify this customer, that the terms of the sale were not going to be changed and therefore we should both agree to terminate the sale Mr*** then left the dealership, but called back shortly after to say he would take the deal
Complaint:
I am rejecting this response because:On inspection you can clearly see numbers were written overWe purchased vehicle there and is close to home from now on we will have to take the vehicle to be serviced elsewhere we were not given a copy of service record snc had to ask to get the diagnosis record after paying for it even though wife was not told about the feeWe went and got vehicle fixed locally and fixed all eight ignition coilsThe vehicle is still running poorlyNot only did we have to pay for diagnosis it was also incorrect and problem is somewhere elsePretty sure you guys already knew that and once fixed you you'll have said it needed other itemsGlad we did not get vehicle worked on there should have read customer reviews on you guys and would have taken vehicle elsewhere from the start
Regards,*** ***
This customer's statements are not accurate and Kemp Ford rejects their accusations
Mrs*** brought the vehicle in for service for the issues as stated They have an extended service plan with a $deductable for those items covered by the plan It was explained that any problem not covered by the plan would incure a diagnostic fee at the time she dropped
of the vehicle The rental car company was slow getting to the dealership for this customer The trailer she waited in was the temporary customer lounge as the dealership was undergoing a renovation They claim she was never given her copy of the repair order yet that copy was removed from the repair order and not in our possession As to the claim that the amount was written over, I have seen the repair order and it clearly was not written over This can be produced at any time for inspection The diagnostic fee was for the following The vehicles needed coils ($420.00) and we recommended replacing all ($672.00) Labor to install coils would have been $230.00, coils We recommended that the fuel system be cleaned for $ The total bill for coils would have been $950.00, for all coils $1259.50.As to the service the customer had performed on the vehicle for $600.00, *** *** cannot comment as we do not know what was done
*** *** will not refund the diagnostic fee as we believe it was a correct diagnosisMrs*** was at the dealership that day and was approached by this customer who proceeded to explain his concerns to her Mrs*** does not work at the dealership and did the only thing she could do when she took the customer to the service managerThere was no other action she could have taken and is not an "uncaring owner"
Mrs*** is correct that a clamp on a hose did fail and her coolant ran out of the vehicle This was caused by the factory clamp that was on the vehicle failing Upon inspection we believe our technician did install it correctly This was the second time recently that a
factory installed hose clamp like this has failed and we are now replacing them with new ones in similar situations We inspected and test drove her vehicle after we corrected the problem and found no issues relating to the overheating
The refund offered was for the coolant service performed on the vehicle The rest of the bill was for other services performed and will not be refunded The customer was supplied a rental vehicle, and at her insistance, it was upgraded to a larger vehicle
We are very sorry for the problem that occured an inconvienced Mrs*** She is very persistant about what she feels she is entitled to and our service manager did become annoyed with her He has been spoken to and agrees he did become annoyed and that he should not have Again we appologise for this and the problem that occured with her vehicle
** ***
The ski lift tickets for Mammoth Mountain is a promotion sponsored by the Ford Dealers Advertising Association of Southern California, not Kemp Ford, nor advertised by Kemp Ford We are supplied with a limited number of these tickets by the FDAASC They are usually gone within a couple
of days of the start of the promotion and we cannot obtain more We are sorry that there were not any left when this customer came to Kemp Ford but the promotion givaway only lasts as long as the supply of tickets we are given are still available
Kemp Ford does not have any of the Mammoth Mountain ski tickets left. This customer does not want to understand that. The FDAASC gave Kemp Ford a limited number of these tickets and everytime they do this promotion the tickets are gone in a matter of a couple of days and we have customers come in for them that get angry because there are none left.