Don Franklin Ford, Inc.

This letter is in response to complaint ID #*** regarding *** * *** I have been in contact with *** on behalf of Mr*** *** and with his involvement to resolve ***'s issue.I have spoken with *** on each of the last three days and I have a tentative appointment this Thursday
or Friday to resolve this issueIf I may be of further assistance please let me know.Sincerely,*** ***SEE ATTACHMENT

Complaint ID ***Customer name *** ***The customer bought a GMC Canyon from our dealership It was told to her from the beginning that the truck due to the mileage and condition of the truck was being sold AS-IS Which means she is buying in the condition that it is
We guaranteed nothing on the Truck When she brought the truck to the dealership she was informed there would be a charge for checking the vehicle out since there was no warranty on it She agreed to pay it and we proceeded with the diagnosis The four wheel drive in question that she states is tore up is working correctly On the older model Canyon vehicles in order to get it out of four wheel drive you have to back up or pull forward the truck a few feet for it to disengage The customer was told this by the Service Manager at our Chevrolet Dealership The Customer feels that the four wheel drive should come out immediately and we explained that the truck was not designed that way It has to move forward or backward in order to disengage The Coupon for a free oil change was given back to her once she declined for any thing else to be done We would in no way keep her coupon It is part of the rewards program that we give to all our customers As far the tire sensors is concerned it does not have bad sensors, it only has oneWe offered to pay the labor in order to help her and she would only have to pay for the parts needed We feel that this went above and beyond since the vehicle was bought with no guarantee We value our customers greatly and strive to keep customer satisfaction as high as possible We feel that we have fulfilled our obligation to her.Thanks
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I agree that I bought the vehicle "AS is" but I was lied to about condition of vehicleWhen I asked the Don Franklin representative about the message on dashboard, I was told that it was just an adjustmentI was also told that the wheel drive was in perfect working orderOnce again Don Franklin has liedThey said I expected wheel drive to disengage immediatelyI NEVER said thatI did explain how we had to try over and over again to disengage itSometimes it takes at tries to get it back to wheel driveSomething is very wrong with itAs far as my free oil coupon is concerned, I had to go back and demand they return it to me.. Don Franklin offered me a discount on the repairs which I refused because I expect them to fix this free of charge since they lied to me about condition of this truckIf they hadn't lied about this truck, I wouldn't have bought itI foolishly believed they were a reputable dealership and would never have done this to me. Regards,
*** ***

The customer bought a ford that is a used vehicle with over miles on it. We sold it from the Dealer. We did give her the option for a Extended Warranty and she agreed to buy it. We did not promise or give her a we owe for anything.
We have a we owe that says we owe her nothing. The customer now wants us to fix the back window defroster at no charge to her. We gave the customer the opportunity to test drive the vehicle and check it out completely. There was no mention of fixing the rear defroster before she bought the vehicle. AS far as the noise in the engine is concerned. A master certified technician through Ford that is employed by our company checked the vehicle and submitted it to the Ford Hotline and it was determined that the noise was for a truck with the engine and mileage that she has. We feel we have followed through on all our committments to her and we did give ample time to check the truck out before buying. We have offered to fix the window at our cost and she refused. There is nothing we can do with noise since the manufacturer has stated that it is for a truck with this mileageThere was a wheel bearing that went bad on the vehicle and her extended warranty paid for it except a $deductible. In order to promote goodwill we paid the $deductible. We feel we have went above and beyond to satisfy her.

This letter is in response to complaint ID #*** regarding *** * *** I have been in contact with *** on behalf of Mr*** *** and with his involvement to resolve ***'s issue.I have spoken with *** on each of the last three days and I have a tentative appointment this Thursday
or Friday to resolve this issueIf I may be of further assistance please let me know.Sincerely,*** ***SEE ATTACHMENT

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Business Response to a Complaint Complaint ID#: *** Company Name: Don Franklin Auto Company Contact: *** *** Company Phone: ###-###-#### Company Email: ***@donfranklinauto.com Person Who Sent the Complaint: *** *** *** Staff Member:
Response: Our general manager of Lebanon branch had heart surgery so I have inherited this complaint.I am having Mr*** to bring in truck so I can examine and come to a conclusion with him Not sure what day works for him but will let you knowThank You,*** *** Sent on: 2/24/10:48:AM

Revdex.com:I agree to meet *** *** and if he agrees to work something reasonable out with me I may consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
AS of April we settle we made a deal on another car I have to say Joe and Eddie did work with meAs of now I am satisfied thank you

To Whom It May Concern,We apologize for the inconvenience of the pricing error on the Ford F-The F-truck was purchased the week before at auction with other vehicles and was entered into inventory on Friday of the same weekIt went on our website over the weekendThe customer then
called on Monday inquiring about the vehicle at the price listed and the salesperson said that he would confirm with the manager and call him backThe manager, at the time, was with a customerBefore the manager finished with his customer- the customer called the salesman back and said he was coming to drive and look at the truck since he didn’t live very far.? When the manager looked at the price, he immediately knew something was wrongHe instantly went to the accounting office and found that it had been put in wrong at an incorrect priceThe F-price was fixed immediatelyThe manager explained to the customer that it was an error by the accounting officeAdditionally, we have a disclaimer on our website that states: “We do our best to main accuracy however, pricing could be in error.”? We offered to pay him for his gas and time expense for coming to look at the vehicle.? We have been in business for over years and have not, nor will ever, do bait and switch! We do make mistakes and try to honor anything that is within reason by going the extra mile for our customersWhen purchasing at least to used vehicles a week, errors will sometime occurAgain, we apologize for the error.? Sincerely,
*** ***Owner/Operator

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
AS of April 29 we settle we made a deal on another car I have to say Joe and Eddie did work with me. As of now I am satisfied thank you

To Whom It May Concern,We apologize for the inconvenience of the pricing error on the Ford F-350. The F-350 truck was purchased the week before at auction with 84 other vehicles and was entered into inventory on Friday of the same week. It went on our website over the weekend. The customer then...

called on Monday inquiring about the vehicle at the price listed and the salesperson said that he would confirm with the manager and call him back. The manager, at the time, was with a customer. Before the manager finished with his customer- the customer called the salesman back and said he was coming to drive and look at the truck since he didn’t live very far. When the manager looked at the price, he immediately knew something was wrong. He instantly went to the accounting office and found that it had been put in wrong at an incorrect price. The F-350 price was fixed immediately. The manager explained to the customer that it was an error by the accounting office. Additionally, we have a disclaimer on our website that states: “We do our best to main accuracy however, pricing could be in error.” We offered to pay him for his gas and time expense for coming to look at the vehicle. We have been in business for over 48 years and have not, nor will ever, do bait and switch! We do make mistakes and try to honor anything that is within reason by going the extra mile for our customers. When purchasing at least 50 to 100 used vehicles a week, errors will sometime occur. Again, we apologize for the error. Sincerely,
[redacted]Owner/Operator

Revdex.com:I agree to meet [redacted] and if he agrees to work something reasonable out with me I may consider this complaint resolved.
Regards,
[redacted]

Complaint ID [redacted]Customer name [redacted]The customer bought a 2008 GMC Canyon from our dealership.   It was told to her from the beginning that the truck due to the mileage and condition of the truck was being sold AS-IS.   Which means she is buying in the condition that it is....

  We guaranteed nothing on the Truck.  When she brought the truck to the dealership she was informed there would be a charge for checking the vehicle out since there was no warranty on it.  She agreed to pay it and we proceeded with the diagnosis.  The four wheel drive in question that she states is tore up is working correctly.   On the older model Canyon vehicles  in order to get it out of four wheel drive you have to back up or pull forward the truck a few feet for it to disengage.  The customer was told this by the Service Manager at our Chevrolet Dealership.  The Customer feels that the four wheel drive should come out immediately and we explained that the truck was not designed that way.   It has to move forward or backward in order to disengage.  The Coupon for a free oil change was given back to her once she declined for any thing else to be done.  We would in no way keep her coupon.   It is part of the rewards program that we give to all our customers.  As far the tire sensors is concerned it does not have 4 bad sensors, it only has one. We offered to pay the labor in order to help her and she would only have to pay for the parts needed.   We feel that this went above and beyond since the vehicle was bought with no guarantee.   We value our customers greatly and strive to keep customer satisfaction as high as possible.  We feel that we have fulfilled our obligation to her.Thanks
[redacted]

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Don Franklin Auto Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted]@donfranklinauto.com Person Who Sent the Complaint: [redacted] Staff Member: ...

Response: Our general manager of Lebanon branch had heart surgery so I have inherited this complaint.I am having Mr. [redacted] to bring in truck so I can examine and come to a conclusion with him Not sure what day works for him but will let you know. Thank You,[redacted] Sent on: 2/24/2016 10:48:41 AM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I agree that I bought the vehicle "AS is" but I was lied to about condition of vehicle. When I asked the Don Franklin representative about the message on dashboard, I was told that it was just an adjustment. I was also told that the 4 wheel drive was in perfect working order. Once again Don Franklin has lied. They said I  expected 4 wheel drive to disengage immediately. I NEVER said that. I did explain how we had to try over and over again to disengage it. Sometimes it takes at 20 tries to get it back to 2 wheel drive. Something is very wrong with it. As far as my free oil coupon is concerned, I had to go back and demand they return it to me.. Don Franklin offered me a discount on the repairs which I refused because I expect them to fix this free of charge since they lied to me about condition of this truck. If they hadn't lied about this truck, I wouldn't have bought it. I foolishly believed they were a reputable dealership and would never have done this to me. Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]