Ford of Escondido

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
While I have been told the warranty cancellation has been processed, the funds have yet to appear in my accountI cannot agree the issue has been resolved until the funds due to me have been posted to my account
Regards,
*** ***

Mr ***, I am sorry to hear of the calamity of errors in processing you cancellation. We had some personnel turnover during this period that caused the early part of the disconnect along with me being out of the office for a period of time. No excuse for not getting this done,
just and explanation. In know way did we intentionally slow walk this process, it just slipped through the cracks. That being said I have confirmed that we have done all that is necessary to expedite the processing of your refund and registrationBoth of which should be completed at this time. Please let me know if there is anything I can do for you in the future and I will do my very best to accommodate you. Thank you, *** ***General ManagerFord of Escondido###-###-#### direct

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. The business has completed the follow up and we have wrapped up the issue with satisfaction on both endsThe business is great and was very easy to work with***, the GM handled any and all concerns immediately and we are both able to move on with the confidence to continue doing business together
Regards,
*** ***

Good afternoon ***! Thank you so much for taking the time to take my call in regards to this issue. We are under new management and I do sincerely apologize in regards to this issue not being handled accordingly. Please rest assured that I will personally make sure that I
follow up with you and get this taken care of. The check that was issued to the lender on 6/01/looks like it did not clear the bank. Therefore, if you can please provide me with information in regards to the refinancing through your credit union, Mission Fed, I will forward this to our corporate office to get a check re-issued to the lender. In the meantime, if you have any questions at all, please do not hesitate to contact me direct at *** or email me at [email protected] Thank you for your time and I apologize in regards to this inconvenience to you. Best regards, *** ***Internet Sales DirectorFord of Escondido***

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,
*** ***

We are diligently working with our corporate office to resolve this matter for the customer. Thank you, *** ***General Sales ManagerFord of Escondido

I have spoken with my Service DirectorHe has reached out to the customer, has met with the customer in person and has confirmed that the damage to the rear end of the vehicle were already there and notedI have proof of the damage and the customers past RO's showing so.Please let me know if you
would like me to send the work order over as well.Thank you for your time

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,
*** ***

I am emailing you in regards to a Revdex.com complaint that was filed against usThe ID number is: ***I apologies for the late response due to this complaint was just brought to my attention.In regards to the complaint that Mrs*** had filedI had been in contact with her husband about a month
ago when this situation was brought to my attentionI have her work orders from her visit to our Service Department, I have an invoice that was provided to her with the cost of the rear camera for her Ford EdgePlease let me know if you would like to receive copies of these.I had received a phone call from her husband asking to speak with the Advisor, *** ***Mr*** was currently busy with a customer, I had informed Mr*** that he was unavailable and asked if there was anything I can assist him withThis conversation occurred right before I was leaving my office, so it was approximately? 5:15PM.? I do not remember the dateI would have to go into my phone historyHe had informed me that he wanted to speak to a manager about his wife's experience and that he felt she had been taken advantage ofI had informed Mr*** that I was getting ready to leave for the evening but he could give me a call the following morning.The following day is when I had called the number that was provided to meMrs*** had picked up the phoneShe then proceeded to tell me her side of the story, what she felt had occurredI had informed them I would have to check with parts to see what the factory amount for the camera was, confirm with the technician the process to repair and replace and rear camera for the Ford EdgeI received an invoice from our Parts Manager, *** *** that showed what the factory amount for the camera is($515.74) I then proceeded to speak with the Advisor and the technician who worked on the vehicle to show me the process of repairing and installing a rear camera for her Ford EdgeIt is not a 20-minute jobYou have to remove the entire trim, following wiring from the very front end of the vehicle and make sure you get all the kinks and parts correct in order for it to be repaired and replacedIt is a very tedious repair and you have to be very careful while doing soThe technician actually showed me with another vehicle how you repair and replace the camera, again not a 20-minute job.After following up with parts, the advisor and technician, I fulfilled my promise to Mrs*** and gave her a phone call backAs I was explaining to her what was explained to me, her husband, Mr*** proceeded to take the phone and started yelling at meHe asked me if I was a technician or a parts specialistI informed him I was not, but I had made sure that they explained and showed me so I had the knowledge to inform them of the correct informationHe then told me he no longer wished to speak with me and that he wanted to speak with our parts manager to figure out why a Ford Factory camera costs so muchI then referred him over to *** ***, who received the exact same response from Mr***We both brought it to our Service Director, *** *** and General Manager, *** ***Who again, received the same hostile response from Mr***He had originally told us that he wanted a full refund, and threatened to sue,etcFrom there it was out of my control.The ***'s had informed all managers who have contacted them that they have looked online and have found camera's that are cheaper than $They told me which sites they were looking at, and I did my research on themThey were all refurbished or used camera parts, due to the price being so low.? They were not brand new Ford Factory rear camerasI also asked her which site she found that shows the repair as a minute job, and she had not done so.Myself (Customer Relations Manager), Service Director, Parts Manager, and our General Manager have spoken with the ***'s over the phone on more than one occasionWe have reached out to them and have contacted them only to be yelled at and called names in a unprofessional manner.Again, I do have an invoice from my Parts Manager, I have my Advisor's RO, and I can get the Shore tell phone history off the phonesPlease let me know if this is information? you would like to be sent over.Thank you very much for your timePlease let me know if there is anything else I can do for you.Best Regards,*** ***Customer Relations ManagerFord Of EscondidoEmail:? l***@fordofescondido.comPhone:? ###-###-#### EXT: ***

? We have allready contacted Mr.*** with an explaination and are expediting his refund.? The matter will be resovled early next week at the latestWe aplogize for and inconvenience this may have caused.? *** ***General ManagerFord of Escondido***

I have spoken with my Service Director. He has reached out to the customer, has met with the customer in person and has confirmed that the damage to the rear end of the vehicle were already there and noted. I have proof of the damage and the customers past RO's showing so.Please let me know if you...

would like me to send the work order over as well.Thank you for your time.

Mr [redacted], I am sorry to hear of the calamity of errors in processing you cancellation.  We had some personnel turnover during this period that caused the early part of the disconnect along with me being out of the office for a period of time.  No excuse for not getting this done,...

just and explanation.  In know way did we intentionally slow walk this process, it just slipped through the cracks.  That being said I have confirmed that we have done all that is necessary to expedite the processing of your refund and registration. Both of which should be completed at this time.  Please let me know if there is anything I can do for you in the future and I will do my very best to accommodate you. Thank you, [redacted]General ManagerFord of Escondido###-###-#### direct

We are diligently working with our corporate office to resolve this matter for the customer.   Thank you, [redacted]General Sales ManagerFord of Escondido

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. 
It is a shame that Ford’s executive leadership team, namely the General Manager and Service Director, did not respond to my complaint filed with the Revdex.com; this is consistent and shows how unimportant they consider their customers, or maybe just certain customers. The only manager we spoke to was the parts manager. Much of the customer service representative’s response is incorrect.  The condition of the camera was confirmed with the immediate diagnosis of the camera (in that it needed to be replaced – a simple fix). Only the camera was replaced, no wiring, no housing – nothing else (this was confirmed by both the service representative and the parts manager). Neither I nor my spouse yelled, did any name calling, asked for a full refund, and/or threatened to sue – we were professional and direct with our concerns. We did indicate that we would file a complaint with the Revdex.com if this was not resolved. We consider $400 to be a fair compromise for the cost of the work performed and the part provided (camera), and this can be confirmed with the Parts Manager. Neither I nor my spouse spoke with the Service Director or the General Manager as the customer service representative indicated.  In our last conversation with the parts manager, we stated that we would welcome a call back from the GM to get this resolved, however we have yet to receive that call. The cameras I found online were “new” and not refurbished or used, which I explained to the customer service representative. I told her that she could find them on Amazon. The prices were/are not low but they were considerably lower (35%+ lower) than Ford’s price for same new camera. As for the process of replacing the camera, I did let the customer service representative know that she can find several instructional videos on “how to” on YouTube. I am very disappointed with the response from Ford, that the response did not come from senior management, and that their recollection of conversations and events is so erroneous.    Thanks,[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.
While I have been told the warranty cancellation has been processed, the funds have yet to appear in my account. I cannot agree the issue has been resolved until the funds due to me have been posted to my account.
Regards,
[redacted]

Good afternoon [redacted]! Thank you so much for taking the time to take my call in regards to this issue.  We are under new management and I do sincerely apologize in regards to this issue not being handled accordingly.  Please rest assured that I will personally make sure that I...

follow up with you and get this taken care of. The check that was issued to the lender on 6/01/17 looks like it did not clear the bank.  Therefore, if you can please provide me with information in regards to the refinancing through your credit union, Mission Fed, I will forward this to our corporate office to get a check re-issued to the lender. In the meantime, if you have any questions at all, please do not hesitate to contact me direct at [redacted] or email me at [email protected] Thank you for your time and I apologize in regards to this inconvenience to you.  Best regards, [redacted]Internet Sales DirectorFord of Escondido[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] Hello, thanks for your response, in regards to my complaint,there never was any paint missing on  my back bumper or any other part of the car for that matter, you have the car for several days test drove it several times out of the road, that is original paint from the factory on that back bumper, it has never been painted before,  however it happened I have no idea but it was in your care, yes it's true I admit there were a couple of dings small dings on the back bumper but never was there any paint missing

Mr. [redacted]
 
I was made aware of this matter on Monday and was told that while you were unhappy you understood that there was clearly a miscommunication between the salesman and the salesmanager as to which Fusion you...

were interested in.  They told me the matter was resolved.  I apologize for the time and expenses that you incurred and am willing to discuss a fair compensation.Please call me at your earlieast convenience.
Thank You
[redacted]
General Manager
Ford of Escondido
[redacted] direct

Good afternoon [redacted],
 
sans-serif;">After receiving the original complaint with a list of repairs submitted by Mrs. [redacted], her and I met and Ford of Escondido agreed to and did complete the repairs on her list as well as a few other issues we came across during our inspection.
 
If you need any further information, invoice copies etc. feel free to contact me directly.
 
Thank you
 
[redacted]
Parts & Service Director
Ford of Escondido
Phone 760-745-3361
[redacted]

We have allready contacted Mr.[redacted] with an explaination and are expediting his refund. The matter will be resovled early next week at the latest. We aplogize for and inconvenience this may have caused.
 
[redacted]
General Manager
Ford of...

Escondido[redacted]