Freeway Ford, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[[aS YOU CAN SEE FROM THE PICTURES (& IT ONLY LET ME PUT UP VERY FEW) ITEMS WERE DAMAGEDSOME UNREPAIRABLE, HARDWARE MISSING SO I HAVE TO ORDER MORE TO BE ABLE TO USEI STILL HAVEN'T UNPACKED MY BOOKSBOXES WERE DELIVERED, I HAD 25. I BOUGHT A NEW DOLLY WHICH I AM PRETTY SURE HIS CONTRACTED DRIVER TOOK MINE WHEN HE FINISHEDTHE BIRDS SOME WERE REPAIRED THESE I DON'T KNOWTHE CHEST WAS MISSING A PIECE OF TRIM WHICH I FOUND IN ANOTHER BOXTHAT BROWN BROKEN THING WITH THE ORANGE, WEL THAT WAS MADE BY MY SON WHEN HE WAS IT IS AN OWLMOT REPLACEABLELIKE I SAID DISHES DID NOT MAKE ITBIG TRASH CANS PACKED -WITH BOOKS & THE OTHER WITH ACOUPLE OF TOOLS - DIDN'T MAKE IT, A BRAND NEW PELLA WINDOW DID NOT MAKE ITWAS NOT IN A BOX BUT IN ORIGINAL WRAPPINGWE AR RIGHT BACK TO WHERE WE WERE I ASKED MR R*** FOR THE WEIGHT ON THE TRUCK WHEN IT LEFT HIS WAREHOUSEHE SAID IT DIDN'T MATTER WHAT THE WEIGHT WASI BEG TO DIFFER HER BEING AS THE WHOLE CONTENTS OF THE HOUSE WAS WEIGHED AND HE BASED THE FINAL PRICE ON THE WEIGHT OF THE TRUCK WHEN IT GOT TO THE WAREHOUSE-THIS WAS AN ESTIMATE GIVEN ON 10/**/THRU EMAIL.YOU CAN NOT CLAIM INSURANCE ON SOMETHING THAT WAS NEVER WRITTEN DOWN ON THE INVENTORY9WHICH ALORT OF STUFF WAS NOT) AND ITEMS YOU DO NOT HAVE ANY LONGERTHAT IS CALLED FRAUDTHEY WANT THE WEIGHT OF THE BOXES, THE SIZE OF THE BOXES ( WINDOW WAS NOT IN A BOX ,DOLLY WAS NOT IN A BOX) AGAIN IT IS ALL BASED ON WEIGHT. SO WHEN I ASKED MR R*** FOR THE WEIGHT OF THE TRUCK IT WAS MERELY TO SHOW HIM THAT NOT ALL MY BELONGINGS MADE IT AND WOULD HE PLEASE CHECK HIS WAREHOUSEBUT INSTEAD, HE PROCEEDED TO TALK ABOVE ME AND MY SISTER LIKE WE WERE IS AND HAD NO CLUE AS TO TO WHAT WE WERE TALKING ABOUTSENT US A FORM (UPSIDE DOWN HE WAS THAT MAD) TO CLAIM INSURANCEI FIND IT REMARKABLE THAT INSTEAD OF TAKING A LITTLE TIME AND TRYING TO FIND OUT WHAT HAPPENED TO MY BELONGINGS IT WAS EASIER TO SAY WELL WE CLEANED OUT THE WAREHOUSE AND YOUR STUFF ISN'T HERE!! IT'S EMPTY!! ]AT THIS POINT THERE NEEDS TO BE SOME KIND OF SETTLEMENT FOR MY DAMAGED BELONGINGS AND THE STUFF THAT JUST NEVER MADE IT AT ALL BECAUSE MR R*** USED AN OUTSIDE CONTRACTOR WITH A SMALLER TRUCKYES THE WEIGHT DID MATTER AND I BET DOT WOULD SAY THE SAMEBOTH TRUCKS DID NOT CARRY THE SAME WEIGHTED CONTENTS
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hi , we did offer *** *** the right to file a claim with our claims management department which she did decline, when one of our clients comes into our storage we always have a representative making sure that the customer receives all there goods by checking off there inventory, we are
more than happy come to a resolution with *** ***, Thank You

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

Good Morning. Thank you for the opportunity to respond to your concernUnfortunately on the morning of 12/we had an auto theft at our facility that involved two vehicles(one of them was Mr***)We immediately contacted the Denver Police Department and they arrived promptlyWe do have
a sophisticated security system with many cameras around the facilityThe Police Department is currently doing a thorough investigation of the crimeWe immediately contacted the clients regarding the theft and let them know we would be forwarding to our insurance company and to notify their company as wellI received a message from Mr*** and immediately indicated to him that Our Service Manager, *** ***, would be his contact and much more familiar with all of the information as well as facilitate the insurance claimI also told Mr*** that we would notify *** on his behalfWe realize that insurance claims can take some time and we are going to do our part to speed up the claim. Yesterday, we received a demand email from the co-signer on MrSpicer's loanThis email came in just a day and a half after the incidentThe Police Department had just finished the investigation and the Insurance Companies had just received details of the claimAs much as we would love to resolve an insurance claim quickly, hours is just unreasonableWe must follow their procedures and fortunately Mr*** has a very good insurance policy and appears to have GAP insurance with his lenderKnowing the claim was in process, Our *** Manager, John Thompson contacted Mr*** to let him know that we will be providing a rental car while the claim was being processed

We regret that the customer is not happy, We do our best for every customerFor the most part we are successful as is seen by the hundreds of good reviews we have acquired all over the webIn the few cases we are not successful, we make it a priority to resolve any issues by providing the customer
with repairs, resolutions, refunds etc. From our point of view we did the best we could. A men crew worked for the day and the move went fineThe complaint we received after the move were one broken lamp and the fact that the piano was too heavy to bring up with a men teamAs for the broken lamp In the process of moving we try hard not to have any damages but seldom things happen and when they do we address them on the spot, the next day claim forms were forwarded to the customer once received back we will compensate the customer for the damageAs for the piano it was an extremely heavy concert Grand piano, we moved it out of the pick up location to the destination but despite the best efforts of the crew we could not bring it up the flight of concrete stairs without risking a man getting hurt or the piano getting damaged, at that point we offered the customer to leave it in her garage and to let us know if she wants us to come back with more men or she prefers to use a different piano moverWe agreed on a discounted price of $and several days later we came back with a team of men and got it done to the customer full satisfaction. When a customer is not happy we are not happy, but in this case we feel we did what we could for more information please contact us at ###-###-####Customer: Please contact us and we will do all we can to resolve this matter to your full satisfaction. Ronnie A***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I have never asked the business for a free moveThey called me and offered me cash back if I removed my feedback and complaintThey also claim to have recorded my call [without my permission] and you can please listen to it in the way I was spoken to and asked to pay cash $for shuttle serviceThey driver said, he has been w 31advised by the office to only accept cash I also attach estimate and actual billPlease review the estimate it does not mention any extra charges especially shuttle chargesIf you check line by line form estimate to closing statement it is way different.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear ***, We apologize for the concerns you have had on the SilveradoThe vehicle was sold with plus miles and while we inspected the vehicle, we are not able to warranty the vehicle and it was sold “as is”We did help with the initial repair and absorbed some of the Parts and
LaborUnfortunately, being A Ford Service facility, we do not have the required tools to work on a Chevrolet engine and must sub that work outIt appears we have been very accommodating based on the age and mileage and the fact that the vehicle was sold without warrantyOur Senior Manager *** *** contacted the customer to extend some help to trade the customer into another vehicleA meeting was scheduled for February 26th and the customer did not show up for the appointmentWe are still willing to work with Ms*** on trading her into another vehicle but did not hear back from her after the missed appointment*** ***Owner/GMFreeway Ford

We have requested several times that the customer email us a copy of his receipt (registration) so we can reimburse himWe've not received it yet, but when we do we are more than happy to cut him a check same day! Additionally, Laramie DMV has received the docs needed for him to title his vehicleThe docs were delivered via UPS this morning, arriving at 10:AM, and signed for by ***Everything is set to go. Thank you

Mr ***, My name is *** ***, and I am the service manager here at ***’s Freeway Ford in *** **. *** notified me of your concern and I have looked into the repair. I have crossed referenced the parts inventory from that time and personally interviewed the shop foremen
and the technician that performed the work. I assure you the work was completed as directed by your insurance company and that the wheel bearing, hub, control arms, etc were replaced. If the wheel bearing has play that is outside of *** specs, those parts carry a month warranty replacement on them by ***, good at any authorized *** dealer in the country. However, in my investigation it did become apparent that there was some confusion about the wheel replacement between my parts department and the insurance company. Apparently they wanted us to use a re-manufactured wheel (which was not available at the time) and we could only get a new wheel, which was much more expensiveThey were not willing to pay the difference. All that being said it appears the wheel was not replaced based on the confusion, and we received $for a re-manufactured (used) wheel which was not available. I can send you a check for $for the wheelPlease let me know the best address to send the check to.Sorry for the confusion, ***

Dear *** *** This complaint was resolved on 12/** I will forward you the signed release and check from *** *** Thanks James R***

I apologize for the inconvenience in getting your vehicle registeredAs the Business Manager has explained, we have been at the mercy of another bankThey had indicated they would send documents 11/4/After numerous calls to the bank and branch manager we will be able to obtain all necessary
documents for your vehicle registration in the next several weeksIn the meantime, I have extended all necessary taxes and documents to your local DMV and secured a day temp tag from the county supervisor as wellFreeway Ford has also paid all fees associated with the delayed documents so that our customer would not incur unnecessary feesMrNoakes has been kept up to date by *** ***, Business Manager, on a weekly basis which she will continue to do until this is fully resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***,
and have determined that my complaint has NOT been resolved because:We have incurred well over $in damages $is a fraction of the damage they caused in transit By offering $800, they refuse to take responsibility for the physical damage and emotional distress this has caused And as stated above...they did not fulfill their contractual obligation They were supposed to reassemble any furniture that was disassembled in transit Because of damage that occurred during transit, they were not able to reassemble our bedroom set, and thus we have pieces of disassembled furniture all over our bedroom An A+ company does not do this Moroever, an A+ company should not need "extra insurance," and should counsel their customers regarding this $is a joke.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** **

Dear Mr***,Thank you for the opportunity to resolve your concernsI have been able to retrieve your file and have been able to review it The transaction occurred on 4/10/ It does not appear that any additional warranty was purchased at that time The vehicle was sold
with 44,miles and no longer had the manufacturers bumper to bumper warranty.I agree that there were multiple visits between 4/16/and 5/12/and we replaced bearings, fixed the rear camera, and swapped the wheels and tires among other repairs The sales department incurred every expense even though they were not obligated to do soIt does appear you have returned to our service department times since to take advantage of your right choice card (pre-paid oil changes).On 2/29/(more than months after purchase) and at 59,miles, there was a repair order opened to replace tires at the expense of our sales departmentWhile this would be highly unusual (We Owes are generally good for days from purchase), I have been unable to see anything that reflects this in your file Please provide the documentation you have and we will fulfill anything you have in writing.*** ***Owner/GMFreeway Ford

Complaint: [redacted]
I am rejecting this response because:Freeway Ford has not provided me with satisfactory customer service.  They are allowing this to be my problem.  [redacted] is fully aware that I am without a source of income since my car was stolen from his property.  Freeway Ford needs to make me whole and then pursue the matter with their insurance, not require me to patiently wait for my insurance to handle this.  The business demonstrates no accountability for their incompetent mechanical service or for the theft of my vehicle from their property.  For every day that I am without a vehicle approved by [redacted] and [redacted], I will seek $200 in lost wages compensation from Freeway Ford beginning on Thursday 12/8.  The car should never have needed to be in their shop for repair in the first place.  On multiple occasions Freeway Ford reported in writing that they were unable to find a leek in my car's coolant system.  Meanwhile the coolant was pouring right onto the ground!  Freeway Ford continues to demonstrate utter incompetence with repair work and their customer service is atrocious. This matter is absolutely not resolved. 
Sincerely,
[redacted]

We offered numerous ways to remedy [redacted] , 1) Our claims dept. , 2) Binding arbitration 3)We also offered a $800.00 settlement all of these offers have been turned down.

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 and the matter has been resolved.
Sincerely,
[redacted]

Dear [redacted] Thank you for the opportunity to respond to your complaint. I did have the opportunity to review your service history with the store. You had indicated that you had spent days trying to figure out the trailer harness with our Service Department. I was unable to pull any history...

on the vehicle being here at the store. The only other history on your vehicle was a trailer relay(that was paid for internally by our sales department). I apologize that I am unable to pull any additional service history.I apologize for you not receiving the two oil changes promised. I have spoken to our Customer Service Manager, and he said that he personally put them in the mail. I will be happy to send you our Right Choice Oil Change pack of 10 Oil Changes based on the inconvenience of not receiving them in the mail. Again, I apologize for your inconvenience,[redacted]

Initial Business Response /* (1000, 5, 2015/07/16) */
We have reimbursed the [redacted] deductibles(check number XXXXXX mailed on[redacted]) and [redacted] agrees to pay the [redacted] deductible on subsequent covered repairs until termination of the warranty. Customer will simply need to provide a copy of the...

repair order.
Thank You,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] company needs to honor the written contract. I do not feel that I should have to go the extra step every time that I have a repair. This is an unacceptable solution. If this can not be done then the pro-rated amount that I paid for the warranty needs to be refunded.
I did receive the [redacted] check.
[redacted]
Final Business Response /* (4000, 10, 2015/07/24) */
We are happy to cancel the warranty and you will receive a pro rated refund. Please contact [redacted] at XXX-XXX-XXXX

To whom it may concern, We did send an estimator to [redacted]’s home, we do that so we can educate the customer of all  charges ,delivery times and answer all there questions. All of our customer’s are aware that they pay for their  actual weight of their  shipment, the day we...

estimated [redacted]’s home he made us aware that certain items were not going but when we arrived to move him he added them and was totally aware his price was going to increase, he was also charged $850.00 for a shuttle at destination which he informed us he would not need one, his complex allows 53 foot tractor trailers but when we got there they would not allow our trailer in and we had to have our trailer off load onto another one of our smaller trucks ( this is very labor intensive). Since we did the move we did try to talk to reach the [redacted]’s but there only interest is to get a free move, all of our customers for the last 25 years have been happy with our service, every now and then you get a customer that is looking to take advantage of a good and honest company , all that has been stated in this letter can be documented with emails, estimate and other paperwork to prove [redacted] was completely aware of his charges. Please let us know how we can be of assistance to close this matter amicably , Thank YouAll American Van Lines Inc.[redacted]
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[redacted]
[redacted]

Dear Mr. [redacted],Thank you for the opportunity to respond to your concern. We apologize an inquiry was placed on your credit report.  I did review the worksheet and have been able to speak to our sales representative and sales manager. I want to assure you that the report was not pulled...

intentionally or maliciously. The salesperson brought a signed credit application to the sales manager while working with multiple other customers.  Our salesperson was not able to inform the manager not to pull it.  Although the manager's first tendency once he has an application is to pull credit, they had not communicated prior to it happening.  The sales manager feels fully responsible.We are going to contact the credit bureau immediately to initiate having the inquiry removed. We apologize again.[redacted]Owner / GMFreeway Ford