Earnhardt Ford

The dealership denies that it represented to Mr. [redacted] that it would make the four remaining payments on his lease for the 2012 Ford Focus. None of the documents signed in connection with Mr. [redacted]'s transaction included a promise to make the remaining payments on the lease.  Mr....

[redacted] had received an early lease termination solicitation from Ford. Ford offered to make the final three payments on his lease as an incentive for his purchase of  certain vehicles designated by Ford. The 2015 Mustang Mr. [redacted] ordered and purchased was not one of the vehicles eligible for the Ford incentive. The fact that the 2015 Mustang was not one of the models designated by Ford was clear from the solicitation Mr. [redacted] received, and was explained at the dealership.  In an effort to mitigate the absence of the inapplicable Ford incentive, the dealership identified a $750 rebate for which Mr. [redacted]'s transaction qualified. That rebate was applied to his purchase of the 2015 Mustang.   Mr. [redacted] contacted the dealership after Ford's demand for the balance due on the lease. The facts were again explained to Mr.[redacted] and he was offered the value of one lease payment , or $320, as a goodwill gesture. Mr. [redacted]  expressed an interest in the return of the Focus, since he was going to be making the final payments. The general manager offered to see if he could facilitate that for Mr. [redacted], but Mr. [redacted] changed his mind and just asked for the $320 goodwill payment to be mailed, which it was.  The dealership considers this matter to be resolved. [redacted]General Counsel

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]
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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

The dealership has spoken with [redacted] and understands that his concerns have been resolved.  Based on the conversation, the dealership expects [redacted] to contact the Revdex.com and confirm this understanding.  [redacted]General Counsel ?

We purchased a part from this dealer for our [redacted], we were given the wrong part even after my husband informed th e guy of what he wanted and the service guy argued with him , So after we took it home and a mechanic friend of ours installed it he informed us it was the wrong part, My husband took the part back to Ford and was told he would have a credit on his debit card within a few hours. It was $150.00. After three days we still did not see it credited to our account, My husband went to [redacted] to see why this was taking so long to credit us. My husband went back over to Ford and they informed him it could take a week. Why would it take so long for a business to credit someone. A WEEK, they got their money from our account asap. Service was rude.

Revdex.com, 
Thank you for your assistance in getting the dealership to contact me. Yes, they did contact me but I do not like their response to you. "Repairs unrelated to my complaint" I did address those repairs in my complaint. The complaint can be closed. [redacted] from earnhardt has been following up with me. Again thank you very much. 8)

The [redacted] discussed with the Earnhardt Ford finance manager whether they would finance the purchase of their vehicle through Ford Motor Credit or through their credit union.  It was explained in detail that if they financed through FMC they would be eligible for a $1500 rebate.  As...

the finance manager initially understood that  the [redacted] would finance through FMC, the transaction documents were prepared with a credit against the purchase price for the $1500 rebate.  
The [redacted] ultimately decided to finance through the credit union.  The finance manager   erroneously failed to remove the rebate from the transaction documents.  The dealership contacted the [redacted] when the error was discovered.  Even though the [redacted] acknowledged that they knew they did not qualify for the rebate, they refused to re-contract or pay the dealership the amount of the rebate for which they did not qualify. 
The relationship between the [redacted] and the dealership deteriorated.  The dealership determined it would not be able to satisfy the [redacted] going forward and decided to refund the amounts the [redacted] had contracated to pay for certain accessories that were to be installed post-purchase.  The accessory refund currently is being processed.  
[redacted] 
 General Counsel

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.
Apparantly one wrong part came in, so this is still not resolved.  Will wait until both parts are fixed.
Regards,
[redacted]

The dealership has spoken with [redacted] and understands that his concerns have been resolved.  Based on the conversation, the dealership expects [redacted] to contact the Revdex.com and confirm this understanding.  [redacted]General Counsel ?

These guys are rip off artist do not take your cars there for service they will try to rip you off hard. They will tell you that there is 1000s of dollars worth of [redacted] wrong with your vehicle write it up for all bs stuff. If you want to get rip off go there. They are not mechanics they do not look at anything they try to bs you by miles on your vehicle when anyone knows its about wear not how many miles you have on your car. They will charge you for stuff twice and bs you for 100$ just to look at your car scammers.

The dealership contacted Ms. [redacted] and has set an appointment to have the part installed.  It appreciates Ms. [redacted] permitting it to remedy her concern.  [redacted]General Counsel

The dealership denies that it represented to Mr. [redacted] that it would make the four remaining payments on his lease for the 2012 Ford Focus. None of the documents signed in connection with Mr. [redacted]'s transaction included a promise to make the remaining payments on the lease.  Mr....

[redacted] had received an early lease termination solicitation from Ford. Ford offered to make the final three payments on his lease as an incentive for his purchase of  certain vehicles designated by Ford. The 2015 Mustang Mr. [redacted] ordered and purchased was not one of the vehicles eligible for the Ford incentive. The fact that the 2015 Mustang was not one of the models designated by Ford was clear from the solicitation Mr. [redacted] received, and was explained at the dealership.  In an effort to mitigate the absence of the inapplicable Ford incentive, the dealership identified a $750 rebate for which Mr. [redacted]'s transaction qualified. That rebate was applied to his purchase of the 2015 Mustang.   Mr. [redacted] contacted the dealership after Ford's demand for the balance due on the lease. The facts were again explained to Mr.[redacted] and he was offered the value of one lease payment , or $320, as a goodwill gesture. Mr. [redacted]  expressed an interest in the return of the Focus, since he was going to be making the final payments. The general manager offered to see if he could facilitate that for Mr. [redacted], but Mr. [redacted] changed his mind and just asked for the $320 goodwill payment to be mailed, which it was.  The dealership considers this matter to be resolved. [redacted]General Counsel

After having started the process of completing a sale, which ended up not happening due to multiple reasons, both [redacted] (Ford Certified Sales Consultant) and [redacted] (Internet Sales Manager) stepped up to the whole situation. After both of them having explained the situation to [redacted] (General Sales Manager), we were able to agree on the terms of the sale. I have to admit that I am impressed with how mentioned people went above and beyond to make it right for my situation. They could have easily dismissed the situation and looked for another potential buyer,. Still, they decided that the best they could do was to help me get into the vehicle I have been impatiently waiting for over 6 months after having done a special order. I take my hat off to [redacted] and [redacted]. They are honest people that will do whatever it takes to make a customer happy. I will be doing business with Earnhardt Ford in a very near future given this fabulous end result. You will not regret working with above mentioned people. Highly recommend that you work with them if you are interested in buying a vehicle from Earnhardt Ford.

I purchased my Pre-Owned 2007 Ford Explorer in December of 2010. I have always taken my vehicle to Earnhardt Ford in Chandler, AZ. I figure what better people to bring it for maintenance and upkeep than the very dealership. However recently, I have made the decision to go elsewhere to maintenance my vehicle. And here are the reasons why:
My vehicle has an ABS issue. At times when driving my truck all of a sudden I feel the whole front end shift (into what feels like a lower gear), I then place my foot on the break and I can feel a pulsating sensation under my foot and a hard metal to metal grinding noise. The ABS traction light comes on immediately. Sometimes the light stays on and other times it goes out. I have brought my truck into the dealership on numerous occasions regarding this issue. October of last year, 2013, I was told it was the Yaw sensor causing the issue. I paid my $100 deductible (under my extended warranty) to fix the issue. Not long after replacing the Yaw sensor the problem soon arouse again. I purchased new tires in March of 2013. I had a flat replaced in February of 2014. When I brought my truck in in March of this year, 2014, once this issue occurred again, I was told the ABS issue was possibly due to the tire circumference from the one new tire than that of the other three. Mind you, this is the most ridiculous thing I've ever heard as this ABS problem was happening before I purchased the new tires. I have 98,000 miles on my truck. When I reached out to Service Manager, [redacted], I asked if Ford was waiting for my extended warranty to go out. [redacted] replied, no, that’s how he gets paid. Please explain that to me because I find that hard very hard to believe. When speaking to my Service Advisor, [redacted], I asked, if my extended warranty goes out and they finally diagnose the issue, would it be covered. She no, it would not. Ok, that’s extremely frustrating. It should be since Earnhardt Ford has been working on this for a year now. This is a serious safety issue. I don’t feel comfortable trading in this truck nor selling it to anyone. The last time the problem occurred, the front end shifted so hard that I immediately looked in my rear view mirror to make sure I wasn't going to be rear-ended. Luckily, no one was behind me. It took me breaking a several times for it to finally let loose and drive normal. For nearly a year now I have taken my truck to the Earnhardt Ford dealership for diagnosis with no resolution to the problem.
The customer service at this location has really changed over time. I have left messages for my Service Advisor, [redacted], on numerous occasions - receiving no such response in return. A while back in trying to reach her, her voice mail said she was in the office but I soon found out she had been out ill for a long period of time. Her voice mail should have been changed to say otherwise or forwarded so someone else could have assisted her customers or someone should have made it a point to check her messages while out. And when she returned she made no necessary follow-up calls. Why wouldn’t she? That’s what you call great customer service. Recently I’ve tried contacting her to receive her voice mail once again. I asked for a call back and once again, received no such follow-up. In calling the front desk I’m told she’s in.
Service Manager, [redacted], has made it a priority to assist when I’ve reached out to him regarding my ABS issue. The last we spoke, I told him I wanted my money back regarding the YAW sensor as that’s what I was told was causing the ABS issue and it’s not. I told him I wanted to bring my truck elsewhere to be serviced. He asked me to bring my truck in, and I did, but once again nothing was diagnosed and nothing further was said about getting my refund on something that did not fix my trucks issue. I sent him an email dated June 18, 2014, basically telling him I would no longer be servicing my truck at that location as my frustration lies in that, I find it hard to believe that Ford cannot diagnose my truck’s ABS issue and also mentioned the horrible customer service by my Service Advisor, [redacted]. I never received a reply from him regarding my sent email.
I then felt it necessary to contact [redacted]’s manager and was told that person was [redacted]. Throughout my first initial conversation with him he tried interrupting me a couple times but I kept on talking, as I wasn’t finished telling him my concerns of that location. He seemed more interested in asking me what he could do than to actually listen to the problem. At that time I told him there was nothing he could do as I was not planning on taking my vehicle back to that location. He told me to contact him if there was anything he could do. I then reached out to him the following week. Receiving his voicemail, I left a message that I would like the original $100 I paid to diagnose the ABS issue on my vehicle the first time I brought it in as well as the $100 I paid to replace the Yaw sensor. After a week of hearing no reply from him I then reached out to his assistant, [redacted] made contact with me telling me he never received a voice mail from me. Needless to say, when speaking with [redacted] this morning he said after reviewing all my service paperwork, the only thing I paid for was the $100 for the Yaw sensor and I’m not getting that money back. He mentioned they did some things on my truck at no charge to me. Well what things? And if you chose to not charge me, that was your decision. That still doesn't change the fact that my ABS system is still faulty and a major safety issue. When telling him about the last diagnosis they gave me about the circumference of my tires he then said, “O, you got new tries from us?” My reply to him was, “You would have known that if you reviewed all my paperwork like you just said you did.” He then firmly flat out told me he’s not giving me back the $100. I told him I was filing a formal complaint with Ford Motor Company. His reply, “You do that.”
This dealership must remember one thing – the majority of the time they get customers by word of mouth.

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.

Apparantly one wrong part came in, so this is still not resolved.  Will wait until both parts are fixed.

Regards,

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,

 

I never received any credit to my loan from [redacted].  I put $9000.00 down on the vehicle and financed about $5,000.00.  I don’t care where Earnhardt sends the check, but shouldn’t I get the money since they charged me for something that is not on the car?

Dealership records show that [redacted] has not cashed Earnhardt Ford's check dated August 26, 2013 and mailed to [redacted], Jacksonville, FLA 32203-2759. 

If Ms. [redacted] will provide her account number and the address to which she mails her payments, Earnhardt Ford will stop payment on the August 2013 check and re-issue it to Ms. [redacted]'s payment address.  

General Counsel

This concern involves Rodeo Ford, Inc., not Earnhardt Ford Sales Company.  A response was timely filed under no. [redacted] on January 14, 2016.

 

Mary L[redacted]General Counsel

Very Bad financing department. I authorized my credit to be checked one time. I had 14 inquires on my credit report and dropped my score by 50 points. I sent a letter to the main office and have heard from them at all.

Very poor business practices

The dealership pulled Mr. [redacted] credit on September 21, with Mr. [redacted] express permission, while Mr. [redacted] was in the dealership.  He had come to the dealership to purchase a truck based on negotiations that occurred via email.  However, after Mr. [redacted] had agreed to the price...

for the truck, had completed the credit application, and provided his driver's license and his insurance card,  he continued  to negotiate for items to be added to the deal for "free."  The dealership declined and Mr. [redacted] left without buying the truck or leaving a deposit to secure the truck. When the salesperson called Mr. [redacted] the following day, he agreed to come in to purchase the truck.  Without the salespersons' knowledge, however, another salesperson was negotiating to sell the truck to a different customer who was in the dealership and had agreed to terms.  The truck was sold to the other customer.
Mr. [redacted] had the opportunity to purchase the truck, however, he and the dealership and could not agree to terms.  The truck was sold to the customer who agreed to terms acceptable to the dealership. 
Mary L[redacted]/General Counsel

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.This was the first time I had ever leased and returned a car so I was unfamiliar with the process. There were no signed documents for the return of the lease because they did not give me any to sign. I was just doing what I was told. I do however have a witness that heard [redacted] say that Earnhardt Ford would have paid off the remaining payments of the lease on the day of the Mustang sale. His name is [redacted] and his number is ###-###-####, email [redacted] if you want to hear his side of the story."Mr. [redacted] had received an early lease termination solicitation from Ford. Ford offered to make the final three payments on his lease as an incentive for his purchase of certain vehicles designated by Ford. The 2015 Mustang Mr. [redacted] ordered and purchased was not one of the vehicles eligible for the Ford incentive. The fact that the 2015 Mustang was not one of the models designated by Ford was clear from the solicitation Mr. [redacted] received, and was explained at the dealership.  
extIn an effort to mitigate the absence of the inapplicable Ford incentive, the dealership identified a $750 rebate for which Mr. [redacted]'s transaction qualified. That rebate was applied to his purchase of the 2015 Mustang."The statement above is completely false. In November 2014 [redacted] told me I could return the Focus early if I upgraded to a 2015 Mustang. I thought about it and ordered the 2015 Mustang GT Premium (a $40k+ car) one week later. Funny enough, his incompetency started to reveal from that point since he got the order of my car wrong. The files attached shows the emails between [redacted] and I for the order of the Mustang. The 'mustang order info' document is the emails for the order of the mustang. The 'mustang order-signed' is the order with the packages I wanted for the 2015 Mustang that I signed and approved. The .tif file is the document with the VIN of the mustang he ordered for me. I looked up the window sticker for that VIN and it showed that it had a different package from what I ordered. The window sticker is [redacted]. I ended up buying a different car in January 2015 because of his mistake.On the day of the sale January 20th 2015, [redacted] did not mention that purchasing the Mustang did not qualify me for the early lease termination. He told me and [redacted] that Earnhardt will make the remaining four payments of the lease.  The $750 rebate they mentioned had nothing to do with the inapplicable Ford incentive. It was a negotiation of the MSRP price and nothing more.  If they had made it clear to me that I would have pay the remaining 4 payments on the lease, I would have either kept the Focus or waited till the end of the lease in May 2015 to buy the Mustang. [redacted] would have advised the same thing as well if that condition was made clear. They themselves do not have any documentation to prove that it was made clear to me. Who would return a car with over 4000 miles left and still make payments on it? Nobody. [redacted] took the opportunity to take the Focus back with low mileage and excellent condition so that Earnhardt could sell it at a premium.   The attached '[redacted] @ Earnhardt Ford' document shows the emails between [redacted] and me after the purchase of the Mustang. As you can see in the March 2nd email, he does not deny that Earnhardt was paying the remaining lease payments after I told Amber from Ford Credit that they would. He replied that he was "working on it". The general manager gave me $320 because he knew [redacted] was at fault but would not admit it. I know I don't have official documentation to prove my complaint. However those emails and my witness can assure you that [redacted] did make that promise. I will stress this question to you like I did to the general manager at Earnhardt Ford who could not answer. Who would return a car with over 4000 miles left and still make payments on it??? Nobody! If for some reason I did agree to make that horrible decision, [redacted] would have stopped me. [redacted] withheld that vital information from us to land the sale and then lied to his managers that he did make it clear. Please help me. 

Regards,