Family Ford

Complaint: [redacted] I am rejecting this response because: As a new vehicle owner who has received a year/36,mile Bumper to Bumper Warranty , and was advised before the work was done by an employee of Family Ford that the work was under warranty, with all warranty information received upon purchase of the vehicle, it is Ford's place to uphold that agreementThey should not be coming back with information hidden in a paper somewhere that a new owner has no access to that states they are not responsible for a $fuseThis is terrible business practiceThe only reason I didn't go to my purchasing dealership is it was further awayThey advised that they would have done this work under WarrantyGo figure I reject Family Ford's poor explanation and response Regards, [redacted]

The copy of Fords Warranty policy would not appear in [redacted] warranty booklet The copy of the Page was out of Ford's Company to Dealer Warranty policy manual This policy affects all years and models of Ford Vehicles The decision to not cover [redacted] repair was Fords decision, not our dealership.I hope this further explanation better clarifies our position.Sincerely,Family FordMark D [redacted] President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I was NEVER told that I was the one responsible for ANY down payment! When I received the call from Family Ford regarding the approval from *** ***, absolutely no one ever told me we were being held responsible I was told by *** that he had it taken care of to get this loan approval to go throughIf that was the case,that Ross and I would be held responsible for that, my husband and I would have taken care of it at that timeThe bill for "past due amounts was NOT itemized in which I Had to call and find out what it was forAlso, before we mailed the signed paperwork back, I called *** *** to ask about receiving copies of the paper work and her reply was that she would mail them to me but I have yet to receive those!
Regards,
*** ***

In regard to [redacted]'s rejection of response to complaint [redacted], I will forward photo Copies of the bill of sale and the bank contract both signed by her and her husband. Each Document clearly states there is a $239.00 down payment required.
We have already given significant discounts to the [redacted]'s in order for them to qualify for The financing, therefore absorbing their down payment is not an option we will consider.
The down payment of $239.00 must be made.
Sincerely,

Complaint: [redacted]
I am rejecting this response because:  As a new vehicle owner who has received a 3 year/36,000 mile Bumper to Bumper Warranty , and was advised before the work was done by an employee of Family Ford that the work was under warranty, with all warranty information received upon purchase of the vehicle, it is Ford's place to uphold that agreement. They should not be coming back with information hidden in a paper somewhere that a new owner has no access to that states they are not responsible for a $5.00 fuse. This is terrible business practice. The only reason I didn't go to my purchasing dealership is it was further away. They advised that they would have done this work under Warranty. Go figure.  I reject Family Ford's poor explanation and response.
Regards,
[redacted]

February 3, 2014
Dear **. [redacted],
Our company Is in receipt of complaint ID [redacted] filed with your office.
To address the statement, our company worked very hard to assist this customer in obtaining a vehicle loan in her name and her husband's name....

When the overnighted paperwork was returned to our company by the customers, the down payment of $239.00 was not included. After a period of time we still had not receive the down payment, therefore I mailed a statement. This amount has nothing to do with the tax, tags or registration. This amount is past due, I am hoping legal action will not be necessary.
I do not understand the statements or the confusion, however to simplify the matter, if the customer would look at the bill of sale for her car, line 10 clearly states there was a deposited needed of $239.00 leaving a balance to be financed on line 13. As for the matter of the vehicle registration, that will come from the department of transportation in North Carolina. And finally as for the monthly car payments, this matter is between her and the bank as per the terms of the bank's contract.
Hope this clears up any misunderstandings.
Sincerely,

Please see attached response.

The copy of Fords Warranty policy would not appear in [redacted] warranty booklet.  The copy of the Page 3 was out of Ford's Company to Dealer Warranty policy manual.  This policy affects all years and models of Ford Vehicles.  The decision to not...

cover [redacted] repair was Fords decision, not our dealership.I hope this further explanation better clarifies our position.Sincerely,Family FordMark D[redacted]President