Family Ford of Enfield, Inc.

At this point it seems that [redacted] no longer wants to have any further contact with us here at Family Ford of Enfield. In the 8 years here in Enfield this is the first time we have not been able to resolve a complaint. We are sorry that [redacted] is unhappy, but disagree in her characterization of the situation and of our dealership and it's employees.

Complaint: [redacted]Family Ford is lying through their teeth, I never asked them for a trade, their sales guy Gregg called me back after I left the dealership and offer to trade me out if I wasn't happy with my car. And I told the Revdex.com that my car Manuel states that my Car has a dual transmission, look for the 2014 [redacted] Manuel and it will tell you about the dual transmission they are upset now because I spoke to the owner and gave Mr. S[redacted] my complains on how they running his business in Enfield and I guess they didn't like that and that I told Mr. S[redacted] that I would never again deal with his people in Enfield.  This why Revdex.com is getting this negative response from them. I have nothing to do with them anymore, now I take my car to S[redacted] Ford in agawam.  Thank you for your help, but I'm done with family Ford 
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They Lied to you (1) I never asked for a trade, after I left the repair shop Greg the sales person called me and asked me to return to the dealer to see if they can find me a car that I will be more comfortable with. But I told him that it had to be an even trade, he had me looking at other vechicles and I even asked about an older model a 2011 [redacted]. He ask me to sit there and wait for them to help me and comes back to tell there's nothing they can do for me. Now my car is not only an authomatic transmission. It has a dual transmission it's called Overdrive cancel/grade assist. Overdrive is deactivated, the transmission operates in gears one through five. That is the reason I had to take my car in for service because the car was shuttering and not grabing the correct geared. It's in the owner's manual for the 2014 [redacted] on page 165. I will not report a company for the hell of it. The service tech his name is Ken told me that my car has a computerized  manual Transmission. I want this report and thier answers sent to Mr.Christopher Sarat he is the owner of the dealership and he needs to know how his people are operating his business.
Sincerely,
[redacted]

I have read the response from [redacted]. In the second sentence of her response she states that she told her salesperson, Greg L[redacted], that she would look at another vehicle, a 2011 [redacted] as mentioned in her letter, "but I told him it had to be an even trade". That statement seems to dispel her contention that we lied and she "never asked for a trade"
There are a number of issues at play here. One is the indisputable fact that her car has an automatic transmission. I have attached a copy of the original window sticker for you to verify this fact. Two, the balance that [redacted] owes on the 2014 Focus is 9329.00 dollars higher than its clean trade in value according to NADA. This disparity in value is sometimes referred to as being "upside down" or "under water" in the vehicle. Three, the lending guidelines of all banks in the auto loan arena prevents [redacted] from trading this vehicle in without a substantial down payment to cover the amount of the negative equity. I have interviewed her salesperson Greg and he assures me that he explained all of that to [redacted] as the reason behind us not being able to trade her out of the vehicle at this time.
While she was "sitting there and wait for them" in Greg's office, we were assessing her trade value and acquiring the balance owed on it.

This was the first visit to our service department for [redacted]. She bought her car just over a year ago. It is still covered by the  the factory warranty. Her car was diagnosed as needing a reprogramming of the automatic transmission module. This condition is fairly common for...

2014 [redacted] models and the reprogramming will make her car shift more smoothly. We completed the repair today at no charge to the customer at all. We also provided a loaner vehicle to her, also at no charge as it is part of the warranty benefits.
As for the contention that the car we sold her has a manual transmission, that is simply not the case. It is clearly an automatic transmission. There is a gas pedal and a brake pedal in her car. If it were a manual transmission there would be a third pedal known as a clutch along side and just to the left of the brake pedal. I will be happy to email or fax you a copy of the original window sticker to her car if need be. I know that [redacted] really wanted an SUV back when she was shopping for a vehicle but we could not keep that kind of vehicle in her price range at the time of sale. I  offered to trade her out of the [redacted] this morning but we looked at the numbers today and they still won't work for her based on her monthly budget.

Review: I purchased a new car on 05/25/2013 from your company at Family Ford in [redacted], CT a few months ago. My wife and I and the salesman;[redacted] agreed and shook hands on how much our monthly payment would be per month. It was $370.00 a month which we were happy on that agreement. Two days later when we came back to Family Ford to sign the papers, the finance gentlemen came up with a different figure which was $395.87. This amount made the price go up an extra $1,500.00 a year. The finance department called in the sales representative, [redacted] to explain this in which he took out his notes and realized he made an erro in his calculations. He told us he pushed the wrong button on his calculator and that he was sorry. We feel that this was not fair to us and what we originally agreed on should have went through. We should not have to pay for his mistake especially because we did agree on what we felt was a comfortable monthly payment. It may not seem like a lot of money to you, but for us it is.

Product_Or_Service: 2013 Ford

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to receice my 1,500.00 that they over charged me.

Business

Response:

After 30 years in the business of selling cars I have never seen someone sign a contract without first verbally agreeing to the terms of that contract. That said, after looking over all of the documents that were signed by Mr. [redacted], none of them had the figure 370 written on them, including the proposal worksheet we use to navigate through the negotiating process. It seems by Mr. [redacted] would have asked to see that 370 number in writing somewhere. Furthermore,his finance rate is zero percent for 60 months. If he wanted a lower payment he would simply have financed for another 6 months, 66 months to be at his 370 payment. We could have done that right then and there back in May. At this point there is no way for me to turn back the clock and show Mr [redacted] how easy it would have been to speak up at the time of sale and have his issue resolved before he signed those contracts. As for the statements Mr [redacted] makes regarding the conversation he had with his salesperson, I have no way of knowing if that ever took place. I can only go by what is written or typed on paper and signed by both parties. I do feel bad that Mr. [redacted] feels the way he does but he could have spoken up at the time of sale and I would have helped him to figure out how to lower his payment.