Ford of Kirkland

Our service department is open six days a weekAfter not showing for previous appointments, she came in on a Sunday, the one day the shop is not open
Ms*** can contact our Service Director, Tom O***, with any repair work she needs to schedule. We can have him call
for her for an appointment or she may call him
We are sorry for our part in her experience on Jan 24th, hopefully Tom and his team can turn things around moving forward
Thanks,
Kristen H***
Business Development Manager
Ford-Hyundai of Kirkland

Ford of Kirkland has said that they gave me a gift cardI have not received oneThe only thing that I have received from them since the purchase of my vehicle is the registration and licenseplatesIn November they said that they mailed or ordered me a rear taillight and you can view that in the previous response in November from ford of KirklandNow they are stating that they gave me a gift cardNeither is true they have given me nothing nor mailed me a taillight which they agreed to replaceAlso I tried to set up appointments to have the rear bumper fixed several times but they only agreed to spot paint itI talked to other professional body shops who said that in order for the bumper to be done right it has to be completely repainted that spot painting will not be ok and it will not look goodThey agreed to fix my bumper when I purchased the vehicle and now they say they will only spot paint which I never agreed toI want it done right and all they care about is saving a buckAlso I tried to schedule an apt and they didn't give me a time until the night before I was scheduled to bring it inI need more notice them that I have kids and I have to find a babysitter since they are in school and it is over an hr drive for me to have the repairs madeI am also not driving that far so I can get a "spot" paint done on the bumper I want what was promised and I want it done rightThey are telling the Revdex.com one thing and me another and they have lied to both of us such as saying they have mailed me a taillight and now they are claiming they have given me a gift card which neither is truePlease help me get this issue solvedThis has been *** and it should have never been this way they should have keep their promise I have been trying to get this issue solved since July!!!

Complaint: [redacted]I am rejecting this response because: When the vehicle is under the supervision of the dealership, they take responsibility over what happens with my vehicle. The chip on the wheel happened during their supervision either by accident or by mistake, but the dealership will need to be accountable and held liable for the result of the damage.Sincerely,[redacted]

It was explained to Ms. [redacted] that purchasing a vehicle verses leasing a vehicle has different terms and conditions. A lease is a short-term contract with defined terms and a lower payment option than purchasing.  The lower payment option was the reason Ms. [redacted] chose leasing rather than...

purchasing.  Leasing a vehicle actually requires better credit than purchasing, and Ms. [redacted] does have what is considered to be quality credit, hence her ability to lease instead of purchase.  She has signed several documents where no work or agreements were promised or implied- we are happy to provide those documents at the request of the Revdex.com or the customer.  This was also explained to Ms. [redacted] when she contacted the dealership in August.  We are more than happy to work with the customer if she wishes to terminate her lease early and trade for another vehicle; however, her lease payments are the lowest that were available through any financing options at her time of purchase.  Changing to a finance option would only increase her monthly payment. Any further questions can be directed to the Sales Manager at Hyundai of Kirkland- Richard E[redacted] at [redacted]Thank you,[redacted]Business Development ManagerFord-Hyundai of Kirkland

Again, we apologize for the inconvenience that our customer is experiencing.  We feel this complaint would be better directed to Ford Corporate, as they are the manufacturer.  Their customer service number is 1.800.392.3673.  We will continue to partner with them to try to resolve this issue as quickly as possible.  We are currently at the mercy of the manufacturer for parts. They are being made as quickly as possible and we will keep our customer informed of that progress. 
 
Thanks,
Kristen H[redacted]
Ford of Kirkland

We are currently working with the customer to provide a solution to this issue.  We are going to be painting their bumper in full once we are able to establish a mutually convenient date for Jesse to come in.  We will be working with Best Chance Auto Loan to work out the headlight situation, as this was not sold through Ford of Kirkland. 
 
Any further questions or requests should be directed to Kristen H[redacted], Business Development Manager, at [redacted]@fordofkirkland.com
 
Thank you,
Kristen H[redacted]

To whom this may concern: Ms. [redacted] contacted us regarding the infraction that was sent to her on  May 16th, 2017.  After we spoke with her, our office sent the necessary paperwork to the Department of Licensing (DOL) to change the infraction to the correct owner of...

vehicle.  Simultaneously and without our knowledge, the DOL sent a second notice to Ms. [redacted] regarding the infraction while were correcting the problem.  Once the DOL received our paperwork, we received a notice that her balance that was originally owed was now zero. When Ms. [redacted] called on  June 8th,2017, we provided proof that the balance of the infraction is zero-and faxed the information over to the municipal court (this is the second time they received this information) to ensure DOL has the necessary paperwork to remove this from her record.   My name is Randi J[redacted] and I am the Customer Relations Manager at Ford of Kirkland. Please contact me with questions or additional requests for information you may need.  My phone number [redacted]. Thank you and kind regards, Randi  Randi J[redacted] Customer Relations Manager Ford Hyundai of Kirkland [redacted]

Ladies and Gentlemen:
 
It is rare that we are not able to come to a satisfactory arrangement with our customers.  As your agency knows, we are committed to providing outstanding products at extraordinary value, and creating long term, happy relationships with our customers.  Unfortunately, in this case, the [redacted] have become abusive to our staff, in person, online, and by telephone.  We cannot create a productive relationship in this atmosphere.  We have also communicated this fact to the attorneys they engaged to communicate with us about this matter.  Please know that the [redacted] purchased their vehicle at under wholesale blue book value, and the truck passed our rigorous pre-delivery and safety inspection. We feel confident that the problem with the battery is minor, and can be resolved at minimal cost and inconvenience. 
 
Furthermore, we stand by our offer of an extra $500 consideration, after the sale terms were agreed upon, towards the purchase of an extended warranty that would have covered the [redacted]'s with their current issue and any other mechanical breakdown for years to come.

We have interviewed our staff, reviewed our service file and the transaction file. As you can see from the attached vehicle inspection form, this vehicle passed our rigorous pre-owned vehicle inspection process. We stand behind the products we sell, and that the truck in question is a good...

one.   Mr. & Mrs. [redacted] purchased our vehicle for under wholesale Blue Book value, so they also received an extremely good value. 
 
We do strongly recommend that our customers purchase extended warranty protection on any used vehicle, to cover situations just such as this one.  In review of the file, the [redacted] were offered such protection, and encouraged and even given an additional $500 trade in allowance toward a warranty from the dealership to purchase it.  They took the $500, yet still declined a warranty.
 
We have offered to assist in costs to Mr. and Mrs. [redacted] to rectify the battery problem.  We had not heard back from them until we received complaints against our business.  We regret any inconvenience to them; however, we are not prepared to rescind the transaction.

We take responsibility for the truck having a cigarette odor, and have apologized profusely to the customer for their inconvenience.  Their sales person, Vas, did not have the ability to smell the scent in the truck in question, and should absolutely have involved a manager for a second...

opinion.  Vas is a long term employee and this was clearly somewhere we were lacking in supervision over a customer experience, which we again apologized for.  After the customer came in from Spokane we realized our error and offered several solutions; fumigation of the truck, further discounts on the truck, a new truck with the same equipment package for the same price, or a reimbursement of $500 for their travel expenses and time-provided one of these would satisfy their complaint.   We feel any of these solutions would have been reasonable, but none were accepted by the customer who became hostile toward our General Manager on the sales floor.  Rather than accept an offer made by Ford of Kirkland, the customer and their multiple family members have gone on various social media sites leaving negative reviews, which we find excessive.  We would still be willing to work with Mr. [redacted] if any of the above listed solutions would satisfy his complaint and he would be willing to remove the negative reviews posted on various sites.  As a result of this episode we have counseled Vas both verbally and in writing.  We have also amended our process to ensure that specific questions from out of town customers are verified by management in order to ensure a more positive experience for those coming from out of town in the future.

Complaint: [redacted]I am rejecting this response because:  I don't consider the second key and owner's manual as extras.  These should be available with new cars and was indicated as much by the salesman at the time of purchase.  I felt my Ford customer survey fairly represented my experience and, while I was not completely satisfied with the entire visit, thought the finance department did a fine job.  Subsequent interactions with customer service and the general sales manager, however, were completely dissatisfying.  
As a result of my customer service interaction, I can only conclude that positive customer review's of this business were coerced by withholding similar services.Sincerely,[redacted]

Mr. [redacted]’s purchase is set up such that all work repairs were to be completed within 30 days of purchase, and within the parameters of his contract which indicates that the down payment of $1500.00 will be paid in full.  As we have not received any portion of the down payment, and had not...

heard from Mr. [redacted] regarding his declined payment after many attempts to contact him, we had no choice but to send the bill to collections. As the down payment has already been submitted to an agency in order to collect the debt, he will need to speak with the collection agency in regard to payment at this time.  If Mr. [redacted] needs any information about the agency he was submitted to in order to pay the collection, we would be happy to offer that as well. 
The repair order indicates that we would ship the tail light to the customer, we did this. We also agreed to paint the rear bumper with no additional work promised or implied. Even though Mr. [redacted] is now outside of the 30 days of the work contract (see attached), we would be willing to complete the rear bumper work that was promised in his purchase.  Please contact our Business Development Manager, Kristen H[redacted], at [redacted]@fordofkirkland.com to set up an appointment for this service

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]As stated in my original complaint.  The information they stated in false.  I asked at least 3 times if I would be able to get a lower lease payment.  I was told that after paying on-time for 6 months, that it may be a possibility as long as I paid early or on-time.  Which I did.  Yes I signed a lot of paperwork.  However, I made it clear to everyone involved, including the financing manager, that I had never leased and that I was trusting them to answer my questions and provide accurate information.  I can't lease another vehicle at this time, because I have nothing else to drive.  I used my PT Cruiser as a trade in.

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. Ford of Kirkland has instructed me to email Scott [redacted] in regards to paperwork that require signatures and an issuance of a check that is owed in the amount of $650. I have done so, and have attached the email that I have written and sent off to Scott [redacted] at the email s[redacted]@fordofkirkland.com.Sincerely, [redacted]

Ms. [redacted] traded in her 2000 vehicle for the 2006 BMW 3 series with our special finance department in November of 2014.  At that time the vehicle she was purchasing was $11,900 plus TTL and Doc Fees.  She received $2000.00 for her trade in vehicle (which became the property of...

the dealership as part of the payment for the new vehicle).  There was also a check for $850.00 down payment.  There was later a stop-payment placed on the check for $850.00.  Ms. [redacted] then quit her job, and the vehicle was wrecked.  Scott C[redacted], our special finance director, tried to work with the customer to get the situation resolved in a way that we would recuperate our losses on the wrecked  vehicle,  while  getting Mrs. [redacted] into a vehicle that would meet her transportation needs.  However, she was not cooperative in this task.  Eventually the 2006 BMW was repossessed by Ford of Kirkland because we had not received any payment.  After the stop payment on the down payment, the trade in, the $5264.03 from the insurance company we are still owed money from the Ms. [redacted].  All back up paperwork for the insurance, repossession of vehicle, and purchase of vehicle is available at the request of the customer or the Revdex.com.  We wish were able to come to an agreeable result with our customer, however- we are still owed $1733.67, and would not be under any obligation to return the trade in vehicle.  Out of consideration for Ms. [redacted] we have not yet pursued any attempts to collect the monies owed.

we were extending these extras at no charge if it resulted Mr. [redacted]'s satisfaction with his experience with our store. Based on his Ford survey results, we understand this is not the case and for that we are very sorry. We would still like to extend an offer on these items at...

our internal cost if that would be of interest.
 
We are sorry once again that the experience did not meet their (or our) standards, we will try harder in the future and do not hesitate to call me personally on any other related issue or to schedule an appointment with our service dept in the future.
 
Best,
Kristen H[redacted]

Complaint: [redacted]
I am rejecting this response because the response bears no apology for humiliating me in the letters sent by this business. Furthermore, the refusal to provide services has been documented and is always available to the “executive team”. The business stated a false information in their response. They know exactly what refusal is being referenced to.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:- I would have to pay almost $1,000.00 to cancel my lease- Per their wording, they would not be able to guarantee a lower payment if I traded my lease in- After this "misunderstanding", I'm not sure if I want to purchase another HyundaiI would hope that, in the future, finance managers learn from this and ensure that they better explain the lease process/agreement to potential customers.  I doubt that I am the only person who had this complaint.It sounds like this is the best I will get from the dealership.  I will know next time.Thank you for responding to my complaint.Sincerely,[redacted]