Faulkner-Ciocca Ford

August 11, 2015Dear [redacted]:I have researched this issue and found the following: [redacted] purchased a 2015 Ford [redacted] on May 26, 2015. He purchased at that same time an Extended Service Plan and the entire transaction was financed through Ford Motor Credit Company. On May 27th, 2015 [redacted]...

[redacted] completed a Product Cancellation Request, cancelling his ESP. This request was processed and a check was sent to the lender on or about July 20th. I have enclosed copies of the cancellation and the check.Unbeknownst to us, [redacted] paid off the loan on July 15th. Our accounting department has been in contact with Ford Motor Credit and I include an excerpt from the email to me:I spoke to Ford Credit and they cashed our check on July 27. The customer paid off their loan on July 15 and since there was a small overpayment from him, they cut a check to him for the whole amount (including the warranty refund) on 8/3. They are in a totally different state so it may not have reached him yet.Joanna D. Accounting ClerkWe believe this matter to be resolved, but if [redacted] has not received his refund from his lender, please let us know and we will follow up.Sincerely,Paul F

November 13, 2015Dear [redacted]:I have researched this issue and found the following: [redacted] purchased a Certified Pre-Owned 2010 Ford [redacted] on October 10, 2014. The vehicle came with a Ford Certified Pre-Owned Limited Warranty and he purchased at that same time an Extended Service Plan, ESP....

The Ford Limited Warranty had a Deductible of $100.00. The ESP should have also had a $100.00 deductible, but was erroneously written with a $50.00 Deductible. The ESP also covers one day of rental car coverage per warranty repair. I have enclosed both contracts. [redacted] should be familiar with the Deductible feature of his warranty since he had repairs done here in February 2015 and paid the deductible.[redacted] has had his vehicle in several times for a shifting concern which we could not duplicate. He also, more recently complained of stalling issues, which we also could not duplicate. In attempting to diagnose the, clearly intermittent issues, we asked him for some information about how and when these issues occurred. After several attempts at duplicating the stalling issue, and after several tries at eliciting information, he finally mentioned, that the stalling only occurred right after filling the car with gas. This permitted quick diagnosis of the stalling issue. [redacted] was informed that the ESP would cover the repairs to resolve the stalling issue and that the Deductible would apply. [redacted] was also informed that an extensive test drive would be required to try to duplicate the shifting concern as we had never been able to duplicate it and [redacted] refused to accompany the technician on a test drive to try to demonstrate it. He was informed that the ESP would cover one day of rental and at least two days would be required and he would be responsible for any days beyond one. He accepted this. We made the repairs to correct the stalling issue the first day. Neither the technician nor the service manager were able to verify the shifting concern that day or the next. [redacted] was charged a $100.00 deductible (as it should have been) and ole days rental plus tax.[redacted] was quite abusive of our employees and our Manager when he picked up his repaired car. It was not the first time he has been abusive. We owe [redacted] $50.00 (enclosed). [redacted] owes our employees an apology.Sincerely,Paul F

Dear [redacted]:I have researched this issue and found the following[redacted] leased a new 2014 Ford Focus in April 2015. Our records indicate this was a 3 years45,000mi lease. While Ford's "Bumper to Bumper"36,000 mile warranty will expire at 36,000 miles, their vehicle has had a...

recurring issue that has been covered under the Ford 5 year/60,000 mile “Powertrain Warranty" and will continue to be covered under that warranty.We understand the inconvenience of bringing in a vehicle for repairs and have provided alternate transportation for each occurrence and that will continue as long as the vehicle is covered under the Powertrain Warranty. As the powertrain warranty runs for 60,000 miles, it seems unlikely that the Siffles would out drive the warranty.We will continue to honor our contractual obligations as I am sure Ford Motor Company will.Sincerely,g Ciocca Ford of Quakertown

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The Service Manager and his staff never said anything about my extended warranty covering the repairs. They specifically stated that Ford will be cvoering the repairs and that all I would have to do is pick up my vehicle. The manager also stated that the car rental will be covered by Frod as long as the car was being serviced by Ford. The previous times I've paid my deductible I was informed accordingly and expected the charge. This time, since the manager clearly dislikes me, he neglected to inform me that the extended warranty would have to cover any additional repair and failed to ask me if this would be okay with me. I don't owe Faulker-Ciocca and their staff an apology. I was never abusive, but I did reply to their manager's smart remark implying that I have mental problems when he stated "maybe it's just you" and my reply was "perhaps it's me, or you don't know what you're doing." If he thought that was abusive, he needs to develope some tougher skin when dealing with customers and better customer skills. Faulkner Ciocca owes me the sum of $137.80 for not properly informing me and performing vehicle repairs on my vehicle without my auhtorization to use my extended warranty. I demand FULL compensation from Faulkner Ciocca.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: They would not let me test drive it outside of the parking lot so I could not even see what was wrong with the transmission or anything else. They told me that they did not have a tag so I could not drive it so I could not get any speed up at all 
Regards,
[redacted]

April 5, 2016Dear [redacted].I have researched this issue and found the following: [redacted] purchased his vehicle from us on November 20, 2015 for $34,991.00. The vehicle had 85,616 miles at the time of purchase. He purchased it As Is. Prior to purchase, [redacted] examined the vehicle and took it...

for a test drive. It seemed to meet his needs and so he negotiated the purchase transaction. As part of the transaction, he traded in a 2014 [redacted] with 9,616 miles on it and negative equity which was refinanced in the new loan.Sometime shortly after the purchase, he called complaining that the vehicle had a problem. He spoke to our sales manager, our service manager and our general manager. He was told that even though he had purchased it ASIS, to bring the vehicle in and that we would check it out. He then told us that the vehicle would not run and that it was broken down in the Poconos and wanted to have the vehicle towed by, and to “a friend who had a shop near his home in New Jersey”. We suggested that, rather than tow the vehicle to New Jersey, he have his friend tow it straight to us, a shorter trip. Surprisingly, he refused that offer. We offered to send a tow truck with a loaner car, and tow his vehicle back at no charge. Even more surprisingly, he refused that offer as well! These offers were made by both our service manager and our general manager in Separate communications.We do not know what transpired with his vehicle after he left our dealership. It appeared to be fine when we inspected it on November 12". All appeared fine when he test drove the vehicle prior to purchase. He has had multiple communications with at least four of our employees including three different managers. He never gave us the opportunity to check out his concern even when we offered to tow his vehicle back to our shop at no expense to him.We will be happy to trade in his vehicle, but it may very well be financially unsatisfactory since he started out by adding in his negative equity from his trade-in along with the taxes and fees normally associated with a sale. Again, we would have to actually see his vehicle to make that determination.Sincerely,Paul F.

Never do business with these crooks. Picked out a used car yesterday, secured the loan today, bill of sale was to be faxed to the bank at 3pm, appointment made for mechanical inspection tomorrow. Tonight at 7pm they sold the car right out from underneath us. FYI - the salesman kept texting my daughter yesterday and today, not all professional. We refused sealed financing - maybe that's why? Doesn't matter - they are the most unprofessional people I ever dealt with. Bought my last 2 new cars from them - see what loyalty gets you? Not a d[redacted] thing. I will never step foot on their property ever again.

December 29, 2014
Dear [redacted]:Our position stands. If [redacted] chose not to use his vehicle for fear that he would have insurmountable problems because his vehicle registration process was not complete, that was his choice. We never suggested that he park his vehicle, in fact we provided [redacted], with a letter acknowledging the issue, with instructions to whomever might he concerned to contact us directly should there be a problem. These circumstances, while rare, are not unheard of, and when provided with a reasonable explanation, even the most literal public servant understands that things like vehicle registrations can have hiccups,We again apologize for any inconvenience to the [redacted]'.
Sincerely,Paul F

January 14, 2016Dear [redacted],
Upon my review of the response from Paul F[redacted], Ciocca Ford of Quakertown, dated December 28, 2015, must add our comments about the untruthful story provided by their salesperson, Devin K[redacted]. In accordance with the Revdex.com website heading, START WITH TRUST listed below is our full story of our BUYER BEWARE story of purchasing a car from Ciocca Ford. apologize for the length of my response but this is Our STATEMENT.
The dealership states that after Rick Hoffman made a deposit on June 30th dealership did not hear from our family until July 31. This is a total LIE that can be proven by my cellphone records. On numerous occasions, I personally contacted Devin K[redacted] to let him know that my son [redacted] wished to purchase the Ford [redacted] that had the upgraded features. (I believe even spoke to Ag and even another sales person during the next week to confirm our desire to buy the upgraded [redacted] with all our required features that my husband obtained a quote.) Over the course of the next few weeks, I contacted Devin about when my son was available to go to the dealership to complete the transaction. Since my son was attending the Police Academy, we could never count on any particular weekend he would be permitted an excused weekend leave. I do not feel any of the call details matter at this point. I just want all parties to know we were in constant contact with Devin. As a result, this dealership may wish to explore the honesty and integrity of Mr. K[redacted]. Especially since, it appears as if they too have been lied to about at the facts.
During one of our contact calls with Devin, he confessed they sold the car we requested to buy. Although we were disappointed and frustrated they sold a car, we thought we had a deposit on; we were still interested in buying an [redacted]. Therefore, on Aug 1, [redacted] looked at their car inventory online and we were prepared with printouts and specs of cars available. On the morning of Aug 1, called Devin to tell him that we planned on coming into the dealership and we discussed what we wanted to buy. I asked him to have a car ready to test drive for us. I explained l had a volunteerFACTS:• Mr. F[redacted], Devin lied to you too can prove certain statements were wrong. However, am sure that really does not matter to you. You would rather point the finger of untruth at people who actually do live by a code of ethics.
• The 2015 [redacted] Titanium we test drove had everything we wanted. A 2016 was dangled in front of us at the end of a sales day SATURDAY 8/1. We were sold on one car; they baited us with a newer car. A newer car that did NOT have all the features we wanted, and we paid more a little more for a 2016 since the car was a year newer. I call this a BAIT and SWITCH.
• Window Sticker Review: The sticker reflects the vehicle is a 2016 [redacted] Titanium. It states standard equipment is included at no extra charge. I assumed all Titanium models have a Navigation system as standard equipment. Since I am not an expert on all the [redacted] models, would not know if or where the Navigation statistic would be documented. We did not review the window stickers on the 2015 vs. 2016 to compare features; we actually looked in the car and asked the salesperson to show us the features we wanted. Devin told us the only differences between the cars were the year, Sync3, color, mileage and price!
• As far as a professional demonstration of vehicles. saw two cars on 8/1. We test drove one car. We purchased the car we did not test drive. Again quote Devin," the only difference between the 2015 and 2016 is the [redacted] system." remember this quote specifically since was seated in the back seat of the 2016 car and Devin was seated in the front passenger side and pointed up to the ceiling of the car. I believe he also said he did not know much about the [redacted] 3 system but it was to be an upgraded system.
• Professional Financing options presentation. Well, we not only financed the car using Ford Credit but we purchased a warranty package. A package that stated we needed since we have all those upgraded electric features. Right now, we have a big screen in the car to see what radio station is playing while we drive. Woo HOO!
• Professional Demonstration before leaving the lot. agree and thanked Devin for his time. Please note, at this time we were not told there was no navigation system.
[redacted] and family will never be satisfied knowing there is no Navigation system. expected this Navigation System to be used to help [redacted] find specific locations as he relocates to a new work area and more specifically when [redacted] serves as a VOLUNTEER Fireman and is a First Responder. Once he receives a page, he needs to figure out where to go and he usually is trying to get directions as he is driving to the fire call. His safety and the safety of others can be at risk due to the lack of this Navigation feature that we attempted to purchase. I mentioned this was one of our key requirements in a new car. As an owner of other FORD vehicles, which includes two other [redacted]s, we knew what we wanted. We The next day, [redacted] needed to get back to the academy, so we told him to leave the car at home since he really did not know how to use all the features. Since this car was [redacted]'s car, nobody else drove the car until August 12. My husband had an appointment near Quakertown so I called the dealership to see if they could show us how to set-up and us the Navigation System. We arrived at the car lot in the early morning, a nice salesperson, attempted to help us locate the System. We opened the car manual package and we could not locate the Navigation star icon on the screen. He told us that Devin did not come in until noontime and he would have Devin contact us. This sales representative told us that Ciocca stands behind their promises and he mentioned the Ciocca Difference Policy. He was sure that something could be done to help us. Since I needed to get to work, we left and proceeded to drive home. This dealership is over 1.5 hrs. from our home, so we could not wait around for Devin.
As my husband and were on the road about ten minutes, Devin called me. He already knew what our issue was and proceeded to teil me the following, "Weil, told [redacted] on the day we purchased the car, 8/1, that the car specifically did not have Navigation and he didn't mind not having this feature." was blindsided by this comment. Devin also mentioned that he was just at a training session and learned that FORD could not instal the feature on the car since it will void all warranties. There was nothing they could do for us. became extremely upset over all the issues with the deal and was frustrated because why would we have tried to look for a restaurant using the Navigation button when we left the dealership if [redacted] was told it did not have a Navigation button. was so upset because allowed this sale to go through instead of walking out of the dealership on 8/1. was also mad at myself for not taking a test drive in the vehicle before we purchased the car. MOREOVER, 1 was upset it took us 11 days to learn Devin misled us. Yes, I hung up on Devin because I was just so upset. To be Fair and respectful, told Devin wanted to confirm with [redacted] that he was NOT toid the car did not have Navigation before we signed any paperwork OR during the final car set-up. I knew this matter was all about whose word you can trust and it was my fault it took us so long to find out the truth. When [redacted] was granted the next weekend leave and had phone access asked him if Devin told him, the car did not have Navigation. He said, "NO Mom, why would we be trying to find a restaurant on the initial drive home." By the way, NO person, Devin or anyone else from Ciocca has ever called my home or my cellphone to follow-up on the call since we purchased the call. Believe me; I would have gladly talked to Devin about my follow-up conversation with [redacted]
Our family had so much going on during the month of August and just felt we were stuck with our car purchase. In our daily lives and professions, both [redacted] and both pride ourselves with the oath we took to serve daily with TRUTH, HONESTY, RESPECT, and INTRGRITY. I was so mad at myself for the position faced with Ciocca. I was going to write a letter to the dealership and Ford. However, I did not have the time to complain and I was just too upset. I knew my efforts would never cure my disgust for the terrible sales experience and the 0% Ciocca Difference. However, for all the years of my life, I will tell this story to many people and tell them to do the following: write down all their wishes, take a test drive, be careful when being shown a different car, make sure my husband does the negotiation instead of me, go to a local dealership that you may believe in, and NEVER EVER trust a car dealer. (We all know car dealers have a reputation for lying to make the sale. YEP, they got me good!)commitment that afternoon so I hoped all we needed to do was to test-drive the car and execute the sale. We had all the pre-application information completed, so we arrived with our trade vehicle and supporting incentive documentation.
Once we arrived at the dealership, we needed to wait for Devin. (Let us just say the next few hours the waiting times were BRUTAL) First, we were told the car we asked Devin to hold that morning was "sold 20 minutes before we showed up" so we tried to find a car that met each of [redacted]'s requirements. This dealership does not have all their [redacted]s available at their main showroom Lot. An on-line inventory was being reviewed to check what [redacted] Titanium inventory was availabie. A 2015 Gray [redacted] Titanium was found; Devin needed to have the car brought "up" to the main lot for us to test drive. Eventually, we test drove this ONE Gray 2015 Ford [redacted]. It had all the features we wanted. We came back into the dealership and we proceeded to negotiate a deal.
I must specifically tell you the sales process of sitting in the showroom while Devin kept excusing himself for over 10 minutes at a time to go ask questions and look things up got tiring. My online research revealed this is a sales technique to wear you down. Boy did they ever wear me down! Let us just say, am sure many of the employees and Sales Manager, Mark L[redacted] can verify how upset was during the sales process. Mark did his best to try to give me a fair deal on the 2015 car.
I cannot specifically recall how we were directed to go back outside but Devin had a 2016 Black [redacted] to show us, Devin walked us around the car and pointed out features. He SPECIFICALLY told us the only difference between the two cars was the Sync 3, color, mileage, and the car was a year newer being a 2016. We proceeded back inside to discuss the price. We were getting a newer car with everything we wanted. NOTE: we never took this car for a test drive.
After many hours it was about 7PM, we went to see the Finance Guy. We completed the sale and even purchased an additional warranty package. I felt that since we got an upgraded car with all the electronic features we needed extra coverage.
By the time we were finished with the sale, it was after 8 PM and dealership was closed. (Yes, missed my 3PM appointment and let down a few people who were counting on me to help at our fundraising event.) Devin had the car all ready for us to drive home. We were grateful that Devin took the time to show us how to use certain features of the car. He showed us how to adjust the seats, steering wheel, tailgate, and set-up the keyless entry. It was starting to get dark, so we thanked Devin and left the dealership. It is VERY IMPORTANT to NOTE that Devin NEVER once told us that the 2016 car did not have the Navigation feature. To us we thought all [redacted] Titanium cars have the feature as standard equipment.
AS we started to drive away, we tried to push buttons and find the Navigation system to help us find a Restaurant. [redacted]'s fiancée, who was with us, was pregnant and we needed to get some dinner. We just could not figure out how to get the Map of the area on the big car screen. [redacted] said, I'll have to research it more in the light when I have time. Moreover, I wanted him to focus on driving home.paid more money for the features we wanted, Features we did not get. believe that FORD should do their best to find a way to somehow get the Navigation system added to this car. This is my affidavit and truthful account and hope all future buyers are warned.Truthfully,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Since my complaint was filed, I have received my refund check
Regards,
[redacted]

December 10, 2014
Dear [redacted]:I have researched this matter and found the following: We believe this issue has been resolved satisfactorily. [redacted] confirmed receipt of a second Temporary tag on December 3rd. On December 5th we received confirmation from [redacted], the third party...

vendor that we contract with to process out-of-state titles, that the transaction has been “Completed”. This means that the title transaction has been processed through the Maryland DMV and the registration plates are on the way. We received the plates on December 8th and they were delivered to [redacted] by [redacted] at 4:52 PM on December 9th.We apologize for any inconvenience to the [redacted]’ and thank [redacted] for his service.Sincerely,
Paul F

November 13, 2015
Dear [redacted]:
I have researched this issue and found the following: [redacted] purchased a Certified Pre-Owned 2010 Ford [redacted] on October 10, 2014. The vehicle came with a Ford Certified Pre-Owned Limited Warranty and he purchased at that same time an Extended...

Service Plan, ESP. The Ford Limited Warranty had a Deductible of $100.00. The ESP should have also had a $100.00 deductible, but was erroneously written with a $50.00 Deductible. The ESP also covers one day of rental car coverage per warranty repair. I have enclosed both contracts. [redacted] should be familiar with the Deductible feature of his warranty since he had repairs done here in February 2015 and paid the deductible.[redacted] has had his vehicle in several times for a shifting concern which we could not duplicate. He also, more recently complained of stalling issues, which we also could not duplicate. In attempting to diagnose the, clearly intermittent issues, we asked him for some information about how and when these issues occurred. After several attempts at duplicating the stalling issue, and after several tries at eliciting information, he finally mentioned, that the stalling only occurred right after filling the car with gas. This permitted quick diagnosis of the stalling issue. [redacted] was informed that the ESP would cover the repairs to resolve the stalling issue and that the Deductible would apply. [redacted] was also informed that an extensive test drive would be required to try to duplicate the shifting concern as we had never been able to duplicate it and [redacted] refused to accompany the technician on a test drive to try to demonstrate it. He was informed that the ESP would cover one day of rental and at least two days would be required and he would be responsible for any days beyond one. He accepted this. We made the repairs to correct the stalling issue the first day. Neither the technician nor the service manager were able to verify the shifting concern that day or the next. [redacted] was charged a $100.00 deductible (as it should have been) and ole days rental plus tax.
[redacted] was quite abusive of our employees and our Manager when he picked up his repaired car. It was not the first time he has been abusive. We owe [redacted] $50.00 (enclosed). [redacted] owes our employees an apology.
Sincerely,
Paul F

[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 is satisfactory to me. 
Regards,
[redacted]

Review: On or about February 25, 2013, my wife [redacted] contacted [redacted] at Faulkner-Ciocca Ford in [redacted] We leased our 2012 Ford Explorer thru [redacted] and developed a level of confidence in him. During the February 25th conversation, [redacted] was inquiring about a good/reliable used car for our daughter who was experiencing issues with her current vehicle. [redacted] informed [redacted] about the repair costs and told him we need to find her a good used vehicle. [redacted] recommended 2 vehicles on the lot, one of which was a 2003 Mitsubishi Outlander with 59,421 miles. The second vehicle was sold by Tuesday, 2/26. Since we trusted [redacted] and the pictures looked acceptable, we began the finance process on 2/26. Our daughter came home from college on Friday, 3/1. We arranged (with [redacted]) to pick up the vehicle on Saturday, 3/2/13 at 10AM. During the delivery of the vehicle, [redacted] led us to believe the vehicle was inspected, new tires, and was ready for use without any major repair expenses on the horizon. In fact, they included a two-year service contract in the sale. We were informed the vehicle had a recall outstanding, but Faulkner-Ciocca Ford could not remedy the recall since they are a Ford dealership, not Mitsubishi. On the purchase date, the vehicle mileage was 59,241. The “Your Obligations” section of the vehicle service contract (Olympicare) states, “If Your Vehicle is equipped with a timing belt, the belt must be replaced before Your Vehicle’s odometer reads 60,000 miles.” Please keep in mind, the vehicle had less than 600 miles to 60,000 when purchased. This should have been taken care of prior to the sale. The vehicle was taken to [redacted] on Wednesday, 3/20/13 (while our daughter is on Spring break from college) to remedy the recall. As it turned out, there were two outstanding recalls on the vehicle which they resolved, at no charge. While the vehicle was there the mechanic looked it over and noticed it need a new serpentine belt, new spark plugs, and a new air filter. This work cost us $208.02. The dealership also informed us that the CV joints were torn and it needs a timing belt. [redacted] provided us with the old parts for our purposes. [redacted] contacted [redacted] at Faulkner-Ciocca. [redacted] believed [redacted] was trying to “upsell” the repairs. [redacted] stated that his sources informed him that the timing belt gets changed at 100,000 miles. [redacted] recommended that we take the vehicle to a third party to analyze the repairs completed by [redacted] (to determine if they were necessary) and the repairs [redacted] is also stating need to be done (timing belt and CV joints). [redacted] recommended we take the vehicle to a reputable repair shop found thru [redacted]. We agreed upon [redacted]’s analyzed the vehicle on Thursday, 3/21/13. According to this shop, [redacted] Mitsubishi was correct in all the repairs completed as well as the need to replace the timing belt and CV joints. [redacted]’s also recommended a new battery since the battery in the vehicle is original (10 years old). The cost at [redacted]’s on 3/21/13 was $157.88. [redacted] contacted [redacted] at Faulkner-Ciocca Ford to inform him of the information learned today and that [redacted] was NOT upselling repairs. [redacted] asked him for reimbursement of the costs, but [redacted] response was, you bought a used car and these are the maintenance issues that go along with used cars. [redacted] informed him that he just lost a customer and terminated the call. I can provide copies of the following: • Odometer Disclosure Statement • Pre-Owned Vehicle Coverage Service Contract • 2003 Mitsubishi Warranty and Maintenance Manual 60,000 mile service page • [redacted] Mitsubishi Invoice • [redacted]s Automotive Service & Sales invoiceDesired Settlement: We are requesting Faulkner-Ciocca reimburse us for the costs of these repairs, as well as the repairs necessary not yet completed (timing belt and CV joints).

Business

Response:

{Please see attachment.}

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I began negotiations on a 2013 Ford Focus ST on Friday November 22, 2013. I stated that I would need to bring my wife in the following morning. The salesman, [redacted], texted me in the morning stating another couple was coming in to look at the vehicle at some point. We got to the dealer, drove the car, and began going over financing. Everything was going good. Apparently at the point they ran my credit, the other couple came in. they then fed me a bunch of lines of why it was taking so long to get the finance details. The bank is running slow, etc.. The sales manager then tried to get us to leave by stating the deal just isn't going to be what i'm looking for. This process went on for a good 45 minutes. I finally got them to give me the paperwork and stated i'll take it. They then told me that they actually sold the car to another couple 10 minutes ago. This is highly unethical and they hit my credit rating for absolutely no reason, knowing the car was already sold.Desired Settlement: They purposely wasted 2 hours of my time for no other reason than to have a backup plan if the other couple backed out. I would like some form of apology. They also owed me a $25 gift card for coming in that they totally disregarded as well.

Business

Response:

December 6, 2013

Dear **. [redacted]:

I have researched this matter and found the following:

On November 22, 2013 **. [redacted] came to our dealership and made a tentative offer to purchase a pre-owned 2013 Ford Focus for approximately $2,000.00 less than our asking price. **. [redacted] could not commit to his offer to purchase the car until he could review the transaction with his wife and let her see the car as well. As his “offer” was then entirely speculative in nature, we made no counter and suggested that he bring his wife back to get her input and then firm up negotiations. Between his visit Friday and their return on Saturday we were contacted by a potential buyer from Virginia, for the same car. We informed **. [redacted] Saturday morning that there was another interested party, travelling a long distance who was very interested in the car at a much higher price, but there was no guarantee that potential deal would materialize. **. [redacted] said he would be in in an hour. He arrived over two and a half hours later.

With full knowledge that there was a higher offer pending approval, the [redacted]’s stuck to their offer $2,000.00 below asking price. Not knowing if either deal would pass financing approval, we proceeded to work the [redacted] transaction in good faith. We also worked the other buyers’ transaction in good faith. Both buyers were financially able to purchase the vehicle, we took the better deal.

**. [redacted] had the opportunity to purchase the car Friday. He did not. Being informed that there was another potential buyer on the way and the first best offer would win, they had the opportunity to get to us first and to improve their offer. They did not. The [redacted]s were very disappointed and left our dealership abruptly without collecting their gift card.

We understand their disappointment and I’m sure, had we sold the car to them instead, the customer from Virginia would have been disappointed as well. We have apologized to the [redacted]s and are enclosing four $15 gift cards for you to forward to them by way of further apology.

Sincerely,