Future Ford, Inc.

Review: 4-29-16 paid $8300 for services including but not limited to a main seal being replaced on a 2000 ford excursion. Service advisor was informed of a pending long trip and needed car given a once over. only complaint I had was rough idle, ticking upon start up, and gear shift loose. later I was told many other things needed fixed including main seal leak which they had to drop the transmission to fix. I ok'd all fixes. 6-11-16 on our trip to washington between yreka and ashland, oregon the transmission is smoking and leaking LOTS of fluid. Luckily [redacted] in Ashland was open. we were due in Seattle on 6-12-16 for a cruise. We had to leave the Excursion and try any way possible to get to Seattle which included renting a car that did not hold all our luggage, so 2 people had to catch a flight from Medford to Seattle, and Uber to our destination costing us about $1000. [redacted] found that when Future Ford replaced the main seal they reused the existing nuts(Ford Owners manual says the are to be replaced new)and 2 of the 4 were only hand tight, not torqued to Fords specifications. [redacted] and I have contacted Future Ford and they have denied responsibility. [redacted] states that because the nuts were not new or torqued to Fords specifications it created the bell housing to loosen and wobble damaging the torque converter. A manager at Future Ford claims this is a known problem withn this vehicle because he owns one. My Excursion is 16 years old and have not had this trouble or heard about it from anyone. If known, why is there no recall to fix? Future Ford and I have both been supplied pictures & explanations of damaged parts, with them not acknowledging any error on their part. I also had to take the Excursion back in to Future Ford between these dates for a defective spark plug they had replaced on the initial visit.Desired Settlement: Reimbursment for the bill I had to pay from [redacted] and the extra cost of renting a car that was not able to accomodate the people or luggage coming from an Excursion, airplane tickets, and Uber cost.

Business

Response:

The service department is not willing to pay for the work done at the other dealership.

Review: I was told I should bring this matter to you guys I recently purchased a vehicle with a lease I was told that the payments would be 407 a month which is insane and I was trading in my vehicle for a new vehicle they told me I was not approved for a 2011 vehicle but I was only approved for a 2016 Ford Escape which I was like okay I really did not know what I was doing so I told them what if I kept the vehicle and just finished the lease I had on the previous one and they told me I could not do that because I already started filling out paperwork that I have to trade the old vehicle in and I was there for 7 hours with my two kids and I was just trying to get out of there so I was like okay you know what let's just do it so forth I feel like I was lurd into getting this vehicle were they could get as much money as they could put of me so just to sum up everything I am not a happy,customer with future FordDesired Settlement: I don't wish for anything to be done I would like,cheaper payments on this vehicle, but most of all I would like them to understand it's not right to take advantage of young people

Business

Response:

Hello [redacted], my name is [redacted] and I am very sorry to hear about your negative experience. My direct line is [redacted], please contact me when you have time. Email address is [redacted] if that works better for you. Thank you

Review: Bought a 2016 ford mustang gt performance pack new with full warranty. Day after purchase I removed the front licence plate bracket to have the clear bra installed. When removed I noticed when the service tech installed the bracket he marked with [redacted] and drilled one hole off centered. Before drilling the second hole he relized the bumper has dimples where to drill the hole. The tech then drilled holes in the correct location cover the damage. My bumper now has 3 holes. Contacted [redacted] (service manager) about the issue, they will not replaced the damaged bumper. Made complaint eeguarding the issue, they informed me to try future ford on madison ave, service advisor said if I bought the car from them they would have replaced the bumper. I have made numerious calls, emails and trips down to the dealership with nothing but long waits and no results. I cannot have my clear bra insalled since it be installed on a damaged bumper, an option I paid for but unable to have completed. They said it is Ca compliance to have front bumper and will not replace, the issue is the damage. Following is voice mail from service manager: [redacted]Desired Settlement: New, painted bumper without holes drilled sent to ford service department in Sacramento of my choice (I dont trust your technicians). Paint on the hood touched up 2 feet from bumper from not being able to have clear bra installed. Option 2: $3500 to have work completed

Business

Response:

We are willing to replace the bumper and paint it here at Roseville.

Review: On 6/25/2016 my boyfriend and I purchased a 2010 [redacted] 4 Runner from Future Ford in [redacted], CA. While in negotiation we asked our sales person(s), [redacted] and [redacted] if there were any issues with the car that we should know about. We were told no. We purchased the car and drove it back to [redacted], CA, where we reside. Upon arrival at our home (around 8 PM, 6/25/16), we realized the two front doors did not lock or unlock and that our remote key unlocked the back doors when pressing "lock" and locked the back doors when we pressed "unlock". We contacted the dealership the next day and informed them of the issue 6/26/16, making them aware of BOTH issues. We were promised a call back that same day, however we did not receive a call back until the following day 6/27/16. The sales manager, [redacted] told us that we could take our car to the [redacted] dealership nearest us and have them fix it, and that Future Ford would pay the bill. After [redacted] conducted their inspection on 06/28/16, we were informed that 2 motor actuators needed to be replaced and that the front right shock and left rear shock were leaking and needed to be replaced. When the estimate was faxed to Ford (total $4,973.10), they refused to pay for the charges. [redacted] (used sales manager) asked us to drive back to [redacted] to let them replace the motor actuators at Ford and that he would not cover the cost of replacing the shocks. He told me I signed an "As Is" contract that protects the dealership from having to take care of issues like that. By failing to inform us of any issues with the car when asked, the dealership materially misrepresented the car. Regardless if it was negligent misrepresentation or intentional, we would not have purchased the car had we known about these pre-existing conditions. Ford took 2 days to respond back to our initial issue, which ran out the clock on our right to cancel the contract under the Car Buyers Bill of Rights.Desired Settlement: Due to their misrepresentation of the cars condition, Future Ford of [redacted] should either pay for the replacement of the 2 actuator motors and 2 shocks (service is to be completed by a [redacted] Dealership nearest us in [redacted] CA, NOT by a Ford Dealership) or allow us to return the car for a full refund plus the cost of gas to drive back up there to return it and take care of all paperwork reversing the financing of the vehicle (there should be no damage to my credit because of this).

Business

Response:

I spoke to customer and offered to take the vehicle back.

Business

Response:

We took this vehicle back and refunded the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

The dealership allowed me to return the vehicle for a full refund and agreed to refund the cost of getting the car diagnosed. I'm happy with the result. But, I would like to add that I am still not pleased with the sales team failing to reveal the lock and shock issues about the car, even when specifically asked. Prior to opening the complaint they kept telling me I bought the vehicle "as is" and they had no obligation to help me. I am very displeased that it came down to me having to open a complaint with the Revdex.com before anyone would work with me on this situation. Since opening the complaint, the only person that I've dealt with is [redacted], general sales manager, and he has been very accommodating and pleasant to work with. I only wished the purchase of the car had gone as smoothly as the way [redacted] handled the return.

Review: I bought a 2013 certified pre owned ford explorer and me and my fiancé put 2k cash down and traded in a perfectly fine honda for 8k, totaling in 10k down. This car after we purchased it, had to be taken into the shop 5 TIMES IN ONE MONTH. I didn't even make my first car payment by the 4th time it was taken in. I was charged my deductible the first time I took it in which wasn't even 24 HOURS AFTER I BOUGHT IT. Not to mention I had to continuously ask to be reimbursed for it, as promised. Want to know what else was promised to me by THREE DIFFERENT MANAGERS? A new car! Did that happen? Absolutely not. I was PROMISED to my face, in front of me, my friend, and finance that ford would "make it right" and get me out of the car and into something new. THAT WAS ALL A LIE. I was lied to over a week that Id get into a new car. I drove more rental cars then I did my own car that I purchased. The best part is when we went to go review our contract, they wrote our purchase price for MORE then sticker price. When I asked the GSM about this, he agreed that sticker price usually is never written as "$33,663.07" YET thats what was written on my contract. What did he do about it? NOTHING!!!! Not only that, the GSM told me he's not getting me out of the car but he can "always promise there will be a rental car for me when I bring the car in" AKA drive your car around for the next 7 years with thousands of dollars in problems BUT DONT WORRY we will get you a rental car. At this point in time, you could feel my frustrations and how upset I am that we have now lost 10k dollar, have no working car, and just got screwed by people that don't care AT ALL, so I asked for all my maintenance packages (7K IN MAINTENANCE PACKAGES THAT WERE SOLD TO US THAT WE WERE NOT AWARE OF EITHER) to be removed from my loan.When me and my fiancé were in the financing office to remove our maintenance packages, the GSM came in and told the finance guy to NOT HELP US AND THAT WE COULD FIGURE IT OUT ON OUR OWN. And then asked me to leave.Desired Settlement: We would like for our down payment back which was 10,000 dollars and we are negative 2,000 in equity that we would also like to be refunded. Ford lied on our contract about sticker price, resulting in higher payments, higher loan amount. The entire contract in my eyes is completely void because of this lie as well.

Business

Response:

I explained that we were vey sorry but not able to predict when or a car will have problems. I did offer the rental which only seemed to make her more angered. She then began swearing at me and on the show room floor and walked up to a customer on our showroom floor and told them not to buy a car here. That's when I could hear her yelling the F word in the finance office with a 7 year old little girl and her dad were sitting right behind her. The 4th time the car came in it had a dead battery. I discovered the real problem was that she wanted to renegotiate the whole deal which explained we would not do.

Consumer

Response:

In these documents you can see the car was purchased on 5/1/16 for $33,663.09 which even the GSM stated they don't label there sticker prices like that and that is NOT what we were told sticker price was. In the following documents you can see that we traded in the ford and received $7,986 and placed $2,000 in cash for our down. There are also 4 documents providing all the service they had to do on the car dates were May 6, 13, 17, 27, and it was taken back in on June 16th for electronic issues that Ford didn't even acknowledged. (only 4 of the 7 documents attached so I will be sending 3 more separately).

Business

Response:

We are aware of the documentation. Again we are not willing to renegotiate the deal.

Consumer

Response:

Ford is going to have to provide that. I don't have any documentation or pictures of what the sticker price was. We were told when sitting at the negotiating table it was 28,000 and [redacted] even stated in his office when we spoke to him, that sticker prices are not written as uneven numbers like, "663" or ever ends in cents, like, ".09". Which on our contract our price for the sticker was written as, "$33,663.09". I would like a statement from [redacted] that this is factual.

Review: My husband and I bought a 2013 [redacted] Explorer on 1/28/16 along multiple add-ons including an extended warranty plan. We have been receiving calls from our sales guy stating that we need to come in and sign a new warranty form since the original one we signed has the wrong "in-service" date - and not changing the date will lead to the the warranty being voided.

I went to pick up the paperwork to sign as my husband cannot get out of work to come by and sign. I compared both forms and they both have the same in service date. What is different on the new form is the type of coverage. Of course (less coverage) than what we signed for initially.

I spoke to the general manager directly about this and still did not get a clear answer as to why we are signing for a warranty that covers less than what was signed for on the original agreement. He stated that if we do not sign the new document the warranty will become void.Desired Settlement: I would like a clear understanding as why the original warranty plan that we signed for is "incorrect". Why we need to sign a new document and is it going to change the price?

Business

Response:

We did make a mistake on new vs used coverage. I explained the error and apologized, also our finance director called and explained the application would not be accepted. We offered a refund or a new correct application but other than that there was nothing we could do to satisfy the customer.

Review: I found a car that I was interested in buying at went to this business to see about purchasing it. When I walked in the door I was very specific as to whom I wanted to be financed with because I had spoken with this finance company the day prior. They said to just do all of the paper work at the dealership and tell them who you want to finance through. Knowing what my credit report looked like I didnt want them to try a bunch of finance companies and have it ALL show up on my report. Well come to find out I received a denial letter from 2 different finance companies that were neither one of my suggested finance company and those 2 finance companies that were never mentioned showed up on my credit as hard inquiries. I spoke with the guy that wrote the contract and all he could say was that he was trying to find me a better rate. If that was what I wanted then I would have walked in saying find me the best rate I dont care. But no he had to go behind my back instead of talking to me about it first. I understand that financing a new car yeah you are going to get a hard hit on your credit but I was trying to save myself from all of the extra bull crap.Desired Settlement: Anything is negotiable for my time efforts and my credit

Business

Response:

We have been trying to reach this customer and not getting through. Maybe you can have them call or email me.[redacted] cell [redacted] desk or [redacted] thank you.

Consumer

Response:

I am rejecting this response because: I have tried to reach this business by email and by phone and have left a messege and have not heard anything back from this business

Business

Response:

[redacted] did get in touch with the customer and we are canceling some items per her request.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is still unsatisfactory to me. And remains unresolved because they claim this is nothing further they can do

Business

Response:

We canceled her [redacted] and Service Contract and Dent Care upon her request. She requested to keep her Gap Insurance. We are refunding 100% to her lender [redacted]n. She said she knew there was nothing we could do to take off the inquiry’s on her credit. We explained to her that we strive to make 100% of our customers completely satisfied and in our process there was no notation from the Finance Manager that she wanted to go only to Schools and no where else.

Review: I was told my credit was only going to be ran once. My credit was run over 20 times. My credit was damaged tremendously. The down payment was also bad

I purchased a 2006 Ford f150 on August 30, 2013. My sales rep was [redacted] and [redacted]. The finance manager was [redacted]. My credit was ran over 20 times, I was told it was only to be run once. My credit report was very adversely affected. I was also told the $1000 down payment was gonna be negotiable which later was not true. I told ford it was a hard ship to pay. Desired Settlement: I want all the extra credit inquires removed and I want the $1000 down payment to be negotiable as stated by the sales team.

Business

Response:

Initial Business Response

I apologise that we let you down, our goal is to always have you completley satisfied.

Final Business Response

We cannot remove the credit inquires, but the customer can write the agencies to have them removed. In regards to the down payment the customers check was returned so at this time we are not willing to help.Down payment is not and never has been negotiable?

Review: I purchased a used 2008 F-250 (71,250 miles) from Future Ford of Roseville on October 1st, 2015. The truck has three known issues with it and all three items were written on a formal "DUE BILL" and promised to be repaired after the sale was final and I had already taken delivery of the truck. Items were as follows: 1. Alignment 2. Replace driver side mirror 3. Detail vehicle. The issue lies with item one, alignment. When I test drove the truck, it had a VERY strong steering pull while driving down the road. I was promised the truck would be aligned and would drive straight as it should. Ford took the truck to [redacted] during the time they had it for the other two repairs. [redacted] told them it needed extensive front end work done to be aligned. I was told we would address the issues once the service man ([redacted]) approved the work. 3 months later and COUNTLESS un-returned phone calls to many staff members involved, I still have a truck that pulls and no resolution.

I took the truck for a second opinion yesterday to a professional frame and alignment shop and was given a quote similar to [redacted]'s quote stating the truck needs ball joints, tie rods, etc. before it can be safely aligned. I drove straight from the alignment shop on January 4th, 2016 to Future Ford and spoke with the used car manager, [redacted]. He told me my claim is invalid, and that the front end parts will not be replaced on their dollar because it is not their problem, but mine for "buying a truck with 70,000 miles, its what you get".

After speaking with the alignment tech at the shop on January 4th, 2015. He was curious as to how the truck passed the initial safety inspections with front end parts worn as terribly as they were. Not only is this an issue of taking care of the due bill, its an overall safety issue.Desired Settlement: Future Ford to honor the due bill and have the truck properly repaired and brought into factory, safe to drive, alignment specifications.

Business

Response:

I am sorry that we cannot resolve Mr. [redacted] isues with his truck. We did everything on the duebill including an alignment at a reputable off road shop, they are actually friends of his. The shop drove the truck and told us and Mr. Dankbar that the truck drove straight. Mr. [redacted] claims it drove poorly away from the shop but chose not to even call or return to the shop his friends own and run?

Consumer

Response:

I am rejecting this response because:I too am sorry that we were unable to resolve the issue of alignment on the 2008 F250 I purchased from Future Ford without assistance from an outside source. When I took the truck to the reputable shop, ([redacted]), I was told by the staff that they never worked on that truck and offered no warranty. After leaving and the truck still pulling, I did not call them back because I was told they offered no warranty and that they were doing the work on that day as a favor to both parties (Ford, and myself). At this point I did put in another call to [redacted] (Future Ford assigned employee to handle my due bill), letting him know the truck still pulled and something more needed to be done. I was told he would speak with a manager, and never heard back. Lets look at the facts: I have taken the truck to three shops in total. 1. [redacted] tires - Says it needs ball joints, tie rods and then it can be properly and safely aligned. 2. [redacted] - Says it needs ball joints and tie rods before it can be safely aligned (Quote attached). 3. [redacted] - Said it was aligned, although it still pulls. Now, the first two listed shops are total 3rd party shops that neither myself or Future Ford are related to in any way. They both say the work needs to be performed before proper alignment and safety is achieved. Shop number 3, [redacted], who probably does $250,000+ in business yearly with Future Ford of Roseville & Sacramento combined is saying the truck is fine. I don't find that hard to believe at all, [redacted] and [redacted] at Ford both have an awesome working relationship with [redacted] and I don't blame them at all for siding with Ford on this topic. Furthermore, after a few phone calls this morning with BAR and DMV investigations office, they say that the truck should have NEVER passed the initial safety inspection required by California vehicle code with the steering parts as bad as they are. On top of that, it should have never passed the required road test by an appointed technician with a hard pull that it had at the time of inspection and still has today. A simple solution is all I would to see come of these issues. I would like to have the front end parts required for alignment, replaced, and have the truck properly aligned so that it is safely drivable. If we can come to an agreement and have the work performed, I will drop all currently pursued courses of action and move on. Thank you

Business

Response:

Mr. Dankbar bought this truck 3 months ago. I don't know how these agency's can say the vehicle is unsafe and never should of passed an inspection unless they were present 3 months ago. We will not be paying for his repairs.

Business

Response:

Tell us why here...I am sorry that we are not being clear, but the customer told me on the phone that if we did not pay his service bill he would smear us on social media and every other way he could until we pay for it. he has had the vehicle for 3 months and we paid for a front end alignment per the due bill. He picked up his truck and never contacted the alignment shop to say that it was not driving well. Now after 3 months of driving the vehicle and us not knowing what could of happened on the road he needs $2000 worth of front end work. Also customer has worked for 2 local tuck vendors who did not have very good things to say about him. I'm sorry but cannot pay for his repairs because he threatens us.

Review: on Friday the 23rd of Jan 2015 I dropped my car off with Future Ford's maintenance department. [redacted] was the service advisor that was helping me with this maintenance request. He asked me if I needed anything in the car over the weekend, I grabbed my bag out of the car. I left my sunglasses in my sunglass holder. I picked the car up Monday the 26th of Jan and my sunglasses were gone. when I talked to Future Ford they apologised saying they couldn't find them and the maintenance team hadn't seen them over the weekend. I would like the person who took these glasses to either A: ship them back to me or B: issue a replacement. those glasses hold a substantial amount of sentimental value to me and I would like this issue resolved ASAP. This is stealing plain, simple and should not be allowed.-[redacted]Desired Settlement: written apology and my glasses returned to me, or replacement of my glasses.

Consumer

Response:

Customer states: I have found the glasses.

Business

Response:

Our Service Director is calling the customer so we can resolve this complaint.

Review: We purchased a used truck on June 27th, 2014. During the financing meeting, the Finance Manager kept sliding papers for me to sign without explanation. At one point I noticed that there were multiple charges for GAP insurance, an extended warranty and some protective wax for the truck. I expressed to him that we were not interested in that stuff and he said that the finance institution would lower my interest rate if we had the extra stuff, but if we did not, the interest rate would be a lot higher. I grudgingly signed because he convinced me the lower interest rate was better. (My fault). When I received the payment information from the Credit Union I asked why my interest rate would fluctuate so much due to the 3 products sold to me at Future Ford. They explained that my interest rate had nothing to do with products that I bought from the dealer and only was tied to my credit. I am furious that I was lied to by this big car dealer. I have contacted them since I spoke to the credit union and they have not contacted me back.Desired Settlement: I was told by the salesman that my total "out the door" cost would be $32,000. Now, with the deceitful sales practice in the financing department, my payoff is over $37,000.

Business

Response:

We contacted the customer and appologised for the terrible communication. The customer has cancled the extended warranty, Gap policy and paint sealant and we are sending a refund check out today. [redacted] General Sales Manager

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: On 6-24-13, Future Ford located at 4625 Madison Avenue Sacramento, Ca. XXXXX damaged my 2004 Mercury Sable hood while attempting to service the car.



On 6-24-13, at 9:11 a.m. a 2004 Mercury Sable was taken into Future Ford located at 4625 Madison Avenue Sacramento, CA. XXXXX for brakes inspection and basic service (The works. Change oil and filter, rotate and inspect tires, inspection brake system, test battery, check air filter, check cabin air filter (if equipped) check belts and hoses, and top off all fluid levels. [redacted] the technician/mechanic was given the keys and information that the brakes were malfunctioning. [redacted] proceeded to drive the vehicle into the port/stall at Future Ford dealership 4625 Madison Ave Sacramento, CA. XXXXX claiming that he ([redacted] attempt to step on the brakes when the vehicle crashed into one of the computers. [redacted] proceeded to seek assistance from the Service Director [redacted] came out at 10:25 a.m. aggressively denying responsibility stating that [redacted] was never informed that the vehicle brakes needed to be checked and Future Ford decline the repair of the damage done to the top of the 2004 Mercury Sable hood. No service was completed on the vehicle just the brake inspection completed by [redacted] and [redacted] begins to place blame on the customer faulting her for not reporting the incident. In addition, [redacted] proceeded to reiterated at 10:53 a.m. to the customer that she was liable for not reporting the brakes were malfunctioning. [redacted] stated for the customer to sign the duplicate invoice for the 2004 Mercury Sable; [redacted] stated "XXXXX When vehicle was pulled in brake pedal went to the floor and front of car hit bench in ship hood was damaged [redacted] checked brake pedal vehicle was unsafe to drive 6-24-13." Per [redacted] stated, "Tech found brake pedal goes to the floor, no brakes recommended replace Master Cylinder and flush brake fluid. Customer declined. Car is unsafe to operate, and represents a dang ER of loss of life. We rec. car not be driven cust. Was advised." Customer continued to disagree with [redacted] informing him that she did state to [redacted] of her issues, she reluctantly sign to obtain her vehicle keys at 11:05 a.m. Future Ford provided no services after damages of the hood and took no responsibility for their gross negligence $0.00 paid by the customer. On 6-24-13, at 12:19 p.m. a message was left for [redacted] by customer mother primary owner on the 2004 Mercury Sable requesting a call back pertaining to the hood damage on the car. On 6-24-13, second called made and a message was left at 2:32 p.m. requesting a call back and that [redacted] of Future Ford of Roseville, CA [redacted] be notified. On 6-24-13, at 4:40 p.m. [redacted] called high pitch aggressive tone stating that Future Ford is not liable for the 2004 Mercury Sable hood damage or repairs. Primary owner of the vehicle informed [redacted] when the tech put his foot on the brake to shift the gear he should have known as a license mechanic that the brakes were not working properly. In addition, [redacted] admitted that he checked the brakes and they were working the first pump the second pump the brakes went to the floor of the car after [redacted] damaged the hood of the 2004 Mercury Sable. [redacted] was informed by the primary owner of the vehicle that in the State of California if a person ([redacted] Ford) in a vehicle hits anything that causes property damages that person ([redacted] Ford) is responsible for repairs, which should be covered by Future Ford. [redacted] raised his voice tone and became irate stating "Your daughter, agreed by signing the invoice contact your insurance company". This is not an example of customer service; this is a blatant example of a cover-up and blame the customer to release Future Ford of liability.Desired Settlement: The suggested settlement is for Future Ford located at 4625 Madison Avenue Sacramento, CA. 95841 to cover the cost and repairs of the 2004 Mercury Sable hood damage.

Business

Response:

Business' Initial Response

On 6.24.13 [redacted] came to our location for service (specifically the Works Package). [redacted] the Service Advisor met [redacted] and wrote the vehicle up for service. [redacted] a Service Technician, then got into the car, put his foot on the brake, put it into drive and drove the vehicle into the stall. When [redacted] applied the brakes to stop, the brake pedal went all the way to the floor and he ran into a bench. [redacted] exited the car quickly; afraid he may have injured another technician. [redacted] immediately got his supervisor [redacted] and let him know what happened. [redacted] got into the car and applied the brake several times, the first couple of times the brake pedal responded appropriately, on the third attempt it went all the way to the floor. [redacted] then approached [redacted] and asked her "Are you aware of any issues with your brakes?" [redacted] responded, "Yes, they act up sometimes." [redacted] then specifically asked her if she had told that to her Service Advisor. She replied "No, I thought they'd check the brakes during the service." [redacted], visibly upset, explained to the customer that serious injury not to mention damage to expensive shop equipment and or her car could result in allowing anyone to drive the car not knowing there were serious brake issues. [redacted] said, "I apologize, I should have told you that the brakes do that sometimes." [redacted] went on to tell the customer that she had put us in a very dangerous position, potentially injuring technicians and or damaging expensive equipment. [redacted] once again apologized for not informing anyone about the brake issue. [redacted] proceeded to show [redacted] how the brake pedal went all the way to the floor and advised her that she should have that checked before any other services were performed. Customer agreed and a diagnosis was done free of charge. The result of the diag was a bad master cylinder. Customer was presented with the cost to repair and denied the work to be done. [redacted] then had customer sign, acknowledging what had happened and advised customer this vehicle was not safe to drive. Customer left in the vehicle without vehicle being repaired. Future Ford has not pursued Shanuncez for any damages and does not feel liable for any damage incurred by the customer.

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Business' Final Response

It is our opinion that Future Ford is not at fault or responsible for the damage done to [redacted]'s vehicle. Future Ford will however as a gesture of good will fix the damage done to the hood of the vehicle.

Review: Brought my car in 3-4 times before warranty ended for same shaking and sound when turning. Brought car in final time 6/20-21, transmission died 6/26

Since February of this year, I have brought my car in a total of 4 times before the warranty ended at 75000 miles. First time, they replaced the ball joint thinking it would fix the problem. Was told it was "test driven", but immediately upon leaving, the sound was still very evident. Indicating, no test drive was performed. Brought back in CV joint on the left side of the car, thinking it was causing the shaking and noises because the right side had been replaced due to a crack in it. Did not fix the issue. Sounds still evident. Brought the car in for the final time for the same sound and shaking on 6/20 as warranty was about to expire because mileage was at 74729. They kept it overnight, and could not find any problems, and sound was sporadic and could not be duplicated. on 6/26, 5 days after service and 200 miles after warranty expires, the transmission COMPLETELY failed. All oil leaked out profusely, with absolutely no provocation of a major issue happening. The oil was burnt. When brought in on 6/20, I had The Works done on the car. The car should have been looked over carefully before our warranty expired as we instructed. Obviously it was not, and now they are wanting us to pay an exuberant amount of money to repair a problem that were had been trying to fix for months previously. Not to mention, the previous times before this, when I brought the car in, I brought it in 3 days in a row. One week 3 days, another week 3 days, another week 3 days, and the final time 2 days. All within my warranty period, trying to get this problem fixed. Needless to say, I am livid with the service I was provided. Not with my service advisor, herself, but with the technicians that "fixed" my car repeatedly. I am done playing games. I have contacted the AG of California, Revdex.com Auto Line, Department of Commerce, submitted this complaint, and have set up a meeting with an attorney for Monday 7/1. Desired Settlement: I am not going to pay $1000 just to break down the transmission to get it diagnosed, when this should have been fixed in February, when I initially complained about the noise and vibration. Nor do I believe I should have to pay anything other then the $100 deductible I would have paid, had the service technicians had done the job in the first place and found the cause of the sounds when turning or the vibrating during idle. I want the transmission fixed completely.

Business

Response:

Business' Initial Response

Ford Extended service plan and Future Ford are paying to replace the torque converter, front pump and front seal in the transmission as a goodwill out of warranty repair. The customer is paying a $100.00 deductable toward the repair.

Review: My son lives in Fairfield, Ca. He needed a reliable car. I saw an add on craigslist for a 2010 ford focus from this business to call for more pictures. I called and spoke with [redacted]. He said he'd check and text me the info. He texted me several times before my son even started to go to his location an 1.5 hrs away. I was told the price of the car was "$5000 plus tax" I said "so that means taxes are $997" He responded "something like that". So I assumed that price in the add included taxes. When my son got there the price was then $6888.33. So it was the advertised price plus not included. As my son had driven that far and needed a vehicle we purchased it. I however would like to complain about their lack of ethics in dealing with us.

I also have a complaint about their financing practices. I was told prior to my sons arrival there that they would not take a credit card over the phone. That they could indeed finance it through Travis FCU. So we filled out all the information just to be told that I needed to pay by credit card after all. I have excellent credit and was cosigning for my son. They still refused. I find this a discraceful way to deal with customers. They should have honored their salesman stated price as well as the financing arrangements.Desired Settlement: Price to be honored as quoted by their salesman of $5000 plus tax.

Business

Response:

We are very sorry for any confusion about the price of this ad car. The price was clearly listed in all of our on line advertising. We however are not going to re negotiate on a car that was already purchased. If you would like to return the car just call me and I will make the arrangements. I am willing to send drivers so you would not need to drive all the way back here. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I would like to take the business up on their offer to return the car and for them to come get it. Please have them call me at [redacted] to make arrangements.

Review: I was interested in purchasing a vehicle from Future Ford, and filled out my name, address, and telephone number on a credit application. According to [redacted], a sales associate, so Future Ford could have my information. Due to no agreement being reached on the terms of sale, I did not purchase the car. Two weeks later I received a letter telling me my credit was not approved or approved at a lower level than requested. This letter was sent to me by Future Ford of Roseville. I called Future Ford and spoke to [redacted] in finance, where he told me my credit was not ran. What [redacted] told me and what the letter I received from Future Ford says is contradictory. A quote from the first paragraph of the letter sent to me is, "This letter is being sent to you because you were either denied credit or offered credit at a lower terms than what you applied for based on your recent credit inquiry for a vehicle."Desired Settlement: Monitor the business practices of Future Ford or Roseville to ensure they do not run credit reports when not authorized. Unless the Revdex.com can reverse an inquiry on my credit report and score there is nothing to be done about this matter.

Business

Response:

I am very sorry that we upset you, but your credit was not ran the dealership did an OFAC inquiry as required. The letter you received is a form letter that has to be sent out if either credit or an OFAC was checked and again sorry for the inconvenience. [redacted] General Sales manager [redacted]

Consumer

Response:

I am rejecting this response because: My name was required to be checked against a list of Specially Designated Nationals, which has nothing to do with credit. I called the dealership, where I was told the OFAC report was ran on me. I was a potential buyer, with interest in a vehicle that did not actually purchase any vehicle from Future Ford. The document I uploaded clearly stated, "This is a letter being sent to you because you were either denied credit or offered credit at lower terms than what you applied for based on your recent credit inquiry for a vehicle." Paragraph three states, "If you would like a statement of specific reasons why your application was denied, please contact our Finance Director at the number or address shown above within 60 days of the date of this letter" Verbiage like that does not belong in a letter sent to a potential customer, who did not apply for credit. My name was meant to be checked against a list, which Future Ford says it did do. Based on the letter I received from Future Ford I do not trust in what, they are claiming. If they did in fact only check my name against a list for OFAC purposes, letters they send potential customers should be altered.

Review: As of Sept. 27, 2013 took my vehicle to be detailed it come out with the wheels all scratched up. they said to come back and talk to a manager so I did I spoke to [redacted] Asst. Sales Manager I told him what happened he said he would take care of the trouble shook our hands and send us to future ford fleet service to talk to [redacted] she didn't know anything about the tires she just fixed our key fob that needed to be replaced also but there where other gentleman dealing with our wheels taking pictures we sat there for an hour an half until they said to go back to future ford and talk to [redacted] Service Manager so we did he said he would get back to us. a day later he said we have to talk to [redacted] we did and he refused to fix our wheels on our 2011 Lincoln mkx that we purchased on sept. 20, 2013. As you could see we just got the run around and lied to very very por customer service.Desired Settlement: Would just like them to do whats right and put new rims on or fix the damaged ones.

Business

Response:

Initial Business Response

Hello my name is [redacted] and I apologize about the run around. My used car manager is going to call you to get you the service you deserve.

I have dealt with this dealership a few times , and despite the fact that there several years between visits, the results were the same. This dealership is shady! My first awful experience I went to trade in my 99 mustang for a family car. I chose a ford explorer and left. well within 2 days it was in the shop. Over the next three weeks it was in the shop more than I drove it. it had a bad transmission and a leaky sunroof. they sold me a lemon and I wanted a different vehicle. At that point they cancelled my deal! I went to retrieve my mustang and I find it in the back lot with 2 holes in the gastank and sitting on 4 flat tires. I was of course livid! They had trashed my car and I was ticked. They said they didn't do anything, and that I drove it in that way!!! Funny thing, a car with holes in the gastank and no tires isn't driving anywhere, nor would a dealership have taken the trade in if it had been in that condition. I ended up having to tow my car home and pay 2000 to have it repaired! Fast forward to memorial day weekend 2015 (I waited 10 yrs before going back) I called and spoke with [redacted], a sales manager. I wanted to trade in my 2009 flex for a new car. I was told that "right now " is the best time to trade in my vehicle because there was high demand for my car and there were great trade in incentives, as well as rebates on new cars. I get the dealership and find I am not going to be dealing with [redacted], who I had made my appointment with, and am handed off to someone else. I wanted them to appraise my car before I shopped because I needed to know what "great " deal they were going to give me for my trade. The salesman ignored my frequent requests to appraise my car and insisted that I find the car I wanted first. Long story short, I wasted 3 hours and everything I was told was a lie. So, despite the fact that this is the closest ford dealership to me, I will not be returning to future ford of roseville. It appears that customer service has died here.

Review: We chose to take our motorhome to the Future Ford Fleet Center (3020 Taylor Rd., Roseville, CA 95678 - The receipt has the Future Ford address, 650 Automall Drive, Roseville CA 95661) because they are a Ford company (my motorhome is a Ford) and they specialized in RV repairs. In the first days the service seemed good. My husband arrived at the center with four issues we wanted to resolve. We made it known that we would be using the RV soon so we did not want to leave it at the shop long, and we were told that winter was the slow season so that would not be a problem. [redacted] was the person we dealt with and each day he would call and update us on what was going on as well as ask for permission for each step in the process.After those first two or three days he had said he would call us the following day, but did not. This turned into the pattern for the duration of the time that he had our RV (two weeks). The first of the four issues they found had to do with the alternator, which they said would resolve two of the issues we had (being the issues with the battery/car starting and the banging sound) The alternator was replaced and supposedly both the battery would work properly as well as the banging sound would be gone.They then went onto the next problem which was that one of the fuel tanks was not working. They asked permission to do a costly diagnostic exam, which we agreed to. We never received a call on the progress or results so we ended up calling them and were told that they were unable to find the problem with the exam and that they did not have the right years manual for our RV, which would help find the issues. [redacted] said that he was looking for the manual online and that he would be calling us back, which led us to believe that he would then purchase one and continue looking for the problem. We waited but he never called back, so we did. When we asked about the manual he said that he found one but wasnt allowed to buy it, which we found strange as he had led us to believe he would be purchasing it, and even stranger as they are affiliated with Ford yet did not have the Ford manual. We then agreed that we would purchase it (we asked him to tell us which manual it was so that we could buy it, but he didnt know which made us believe that he never looked for it, so my husband had to find one, and when we asked him he said he thought that it was the right one) so we brought it in for him to use. When we took it in he said he would have someone look over it and thought that it would possibly help. He said he would call us to update us, he never did, so we had to call yet again and he still hadnt had anyone look at it. Finally when asked he said that it might be helpful but that he had to run more diagnostics, and that we had to pay, again, for the diagnostic (which was inconclusive the first time for lack of a manual). We were annoyed that we had to pay again to really continue the diagnostic that they were unable to finish, due to their lack of having the right resources on hand. We decided that we would take the motorhome home (my husband was painting it and wanted to finish) while they read over the manual and while we thought about how to continue. The night we went to pick up the motorhome they were unable to find the keys so we had to wait, with all of our children, while they looked for the key. Then they couldnt get the rv to start, which they said was because the battery needed to be charged through driving it. However the lost keys and the trouble they had starting the motorhome were just more examples of their unprofessionalism. We told [redacted] that we were unsure of what to do and that we would either be picking up the manual or dropping off the motorhome for them to continue working on it. Later my husband and I resolved to just pick up the manual as we were annoyed with the horrible customer service and lack of resolving these other problems and we had already invested a thousand dollars and were not willing to spend more, especially if the results were poor. So we went to pick up the manual, but had not called with our decision beforehand. When we arrived we didnt even get a chance to get out of the car before [redacted] came out without manual. It seemed he wanted to get rid of us, so this was just one more thing to add to our great disappointment with the company.To make matters worse, we took the motorhome on a trip a few months later but the banging was still there, although a little less. The banging sound was our principal concern (after of course making the rv run again) as we take our family on trips. We want to take longer trips, but we are not comfortable and are concerned with the safety of our family as the sound continues. Now we are forced to take our motorhome to another mechanic to resolve the problem. After working with Future Ford Fleet Center and having such a bad experience with horrible customer service and an unresolved issue we dont ever want to go back, we would just like a reimbursal in order to pay someone else to actually fix our vehicle.Desired Settlement: We would like to receive $800 which would reimburse me for the costs I have paid to Future Ford, minus the cost of the alternator replacement, and moral damages.

Business

Response:

I apologize for the experience you had at our fleet center. We have made some changes that I think will benefit you getting your RV repaired. I have a new Parts and Service Director who will assist you on repairing your RV. His name is [redacted] ###-###-#### and we will offer a $800.00 credit towards the repair. I hope this satisfies the situation.[redacted]

Review: The worst most unfair experience I have ever had in my life!!!!I wont go into to much detail because the stress of it all makes me sick!I had a contract issue which had been miscommunicated and because of that the car was repossessed from my place of employment 45miles away from home without warning on Easter weekend. Because I had planned on signing the new contract I was baffled when I went to drive home and the car was gone with my belongings in it.I have been treated like I'm lying about the resigning the contract and EVERYONE I have spoke to have been so rude. I don't ever want to do business with ford again but there is just one problem.Because of this inconvenience I not only had to get a rental but I have yet to get my belongs back. I have been giving the number for the tow company but they never answer the phone, and I even verified the number with the police department. I would like to remind you this was the first week of April and we are now in the middle of may. My daughters car seat and stroller were in there which are the most important cause those things are expensive. But I couldn't let her keep riding unsafe so I had to go buy another car seat which was not cheap. I not only had the car taken because my sales person did not communicate with finance like he said he would, I have been treated like crap because of it and have taken a big loss. The tow company has yet to send me anything in the mail to advise me they have my belongings. I feel like Ford should have retrieved by belongs for me because this was not my fault in the first place.Desired Settlement: I would like ford to reimburse me for my belongings that were in the car and because of this huge headache, that's truly is not my fault, I would also like the price for the rental. But at this point if they will just deliver my belongings back to me that would be fine. I'm just ready to receive the service I deserve and move past this nightmare. Estimated cost paid for my belongs and the rental is 600.00 Which would includeStrollerCar seatphone chargertwo pair of brand new sandals $35 both

Business

Response:

Tell us why here... Regarding 2010 Chevrolet Malibupicked up from [redacted], multiple messages were left for customer thatwere not returned, she finally made an appointment for March 28th,said she would be out of town until March 26th, she did not call orshow up for her appointment on March 28th, 4 days later, car was put out forrepossession, customer was sent a rescission letter on March 21stthat was returned stating no such number(customer had filled out creditapplication with wrong street number), car is no longer considered arepossession, we consider it a rollback, customer was refunded all of her downpayment. We use an independent company to have vehicles picked up, thatcompany is required by law to inventory contents of vehicle and retain thecontents to be picked up by the person vehicle was picked up from, we would bemore than willing to assist Ms. [redacted] in contacting the company so she canretrieve her personal belongings from them.

Consumer

Response:

I am rejecting this response because: I have called the dealership numerous times and not once have the offered to help me get my belongings. They forgot to mention that I spoke with their sales person who agreed it was ok for me to keep the car. They have access to phone records I'm sure they could have pulled the call. But hey that neither here or there. If they are so glad to assist me with getting my things, why cant they make arrangements with their tow company for me to get my things. I am avail 7 days a week 8-5. I would like the location and time where I can get my stuff. Simple.

Business

Response:

Tell us why here... In response to Ms. [redacted]’s followup message, [redacted], a dealership employee spoke to Mr. [redacted] withABBC-CO, the service Future Ford used to pick up the vehicle, on Wednesday, May27, 2015 @ 8:40, Mr. [redacted] assured [redacted] that he would call Ms. [redacted] laterthat day to make arrangements for her to retrieve her personal items, Ms.[redacted] can contact Mr. [redacted] directly @ ###-###-#### if she does nothear from ABBC-CO by the end of the day.

Consumer

Response:

I am rejecting this response because: Today is Thursday May 27th and I still have not received a call from "Mr. [redacted] at ABBC-CO" I do not wish to speak with anyone at ford because their service is horrible and they have all been very rude during this frustrating process including Mr. [redacted]. Since Ford has no problems getting ahold of the tow company what is wrong with providing me a time and place to pick up my things. Customer Service would be appreciated any day now. I have been without my things for almost two months due to their sales agent did not hold to his agreement. I will be free all next week, time and place please.

Business

Response:

Ms. [redacted] can contact Mr. [redacted] directly @ ###-###-####

Review: So we recently purchased a 2005 Dodge 1500. Throughout the process, I kept asking for my car keys, and registration since they took it when I first went in, thinking I may trade in my vehicle. I was never given my keys and regestration until I got to financing, seems like I was going to be kept hostage until I purchased a car. I had haggled our truck down a decent amount and felt reasonably willing to let Future Ford find me the loan since I was going to come up with $4,900 down. I was not sold on the idea of getting any type of add on's, or warranties since I felt they were unnecessary. Well what a shocker I just got when I got my loan papers today, we financed $17,640.53, on a car that after our down payment and taxes and everything was much closer to $11,000. What a sucker I was!!! I told myself I should have never purchased the warranty, and will now warn all my friends about Future Ford and their add on's. With all this loan misinformation, I went and looked through all the papers I was sent home with and see I was charged an additional $199 for something called Portfolio Protection that guarantees me $2,500 if my car should be stolen, and though my signature is on it, it seems I was never told about it and it seems to be double wammy protection since I purchased something called SkyLink which should prevent the loss of my car. Overall I really liked the friendliness of our salesman and finance person, but if I was to do it over I wonder if I would ever step another foot in Future Ford of Roseville. This is my second car purchased from here, and maybe my last. I was also a little miffed that the window sticker said that this truck included keyless entry and yet all it came with was one single key. I asked about it but was told some made up story that there was no remote and since I purchased this truck for so cheap they didn't want to add it on, and yet now as I try to get a remote it seems it's going to cost me over $200.Desired Settlement: I would like to either cancel the warranty and or receive two key-less entry remotes. I feel I was tricked into buying the warranty and don't know if it is what I really need. Seems overpriced and outrageous as I look back. Also I would like Ford to acknowledge their misleading customers into purchasing unnecessary warranties.

Business

Response:

Customer has cancled the warranty and the store did pay for a key fob at the Dodge store. When I p;ulled the file thw warranty and alarn paper work was sighned and initialed next to them on the contract. I appologise that we we did not explain those items more clearly.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I must add though, that it took them over 3 weeks to finally resolve all the issues. And did take going to Revdex.com to finally get all warranties canceled. I am satisfied with the final resolution and appreciate the time of all involved in getting this issue resolved.