Future Ford, Inc.

I thought it would be instructive to share my experience with Future Ford of Roseville. We have leased 3 cars from Future Ford Roseville, and 2 have been a disaster. The most recent example is emblematic. We traded in our Focus on Aug 31st in favor of a Fusion (a great car by the way), and to date, they have been unable to manage the simple paperwork required to transfer the old car out of our name. They lost the odometer verification we signed at the time of the lease, and sent one to Ford Credit signed "N/A" in its place. That triggered Ford Credit to reject the payoff. Now, I am getting harassed by Ford Credit that my credit history is at risk of receiving a derogatory payment strike. I have had to make many calls to Ford Credit and Future Ford, and of course, Future Ford continues to promise that it will be solved. As of this morning (31 days later), its still unresolved. Ford Credit has advised me that on Oct. 7th, they will report my late payment to the credit bureaus.

Couple this with the 2012 Focus we leased from them. Their sales manager showed us the "Cruise Control" as he rushed us through the check-out process. As we drove the car home, I couldn't figure out how to set the cruise control. I called the dealership and guess what- the "control" was actually the odometer control. The car didn't even have cruise control. Hmmmm. They eventually actually took the car back as used and gave us a replacement because they essentially lied about the cruise control.

I am not making any recommendation of whether to do business with them or not. I just wanted to share my experiences.

Review: My 2014 Focus was damaged when [redacted] wax was applied by either Ford staff, or their vender. The application left swirl marks on all the glossy black trim around the four windows (total of six pieces). I spoke to one of the service managers a couple weeks ago who said he would call me back. Never heard back from him. This is very disappointing. My brand new car damaged by an option I opted to pay for.Desired Settlement: Replace all six damaged pieces of trim.

Business

Response:

I would first like to appologise for the delay I did not recieve the initial complaint. The vehicle was purchased in October and the [redacted] was put on in November we had not heard from the customer until 3 weeks ago that we scractched his trim. My service manager looked at it and said he could not even see the scratches. It would noticed sooner than 9 months ago had we sratced it. Sorry

Consumer

Response:

I am rejecting this response because:

Roseville Ford (Ford) staff never called me back regarding my complaint, which is why I contacted the Revdex.com, so their delayed response to this inquiry is representative of their customer service.

[redacted] (or [redacted] as Ford staff refers to it) was placed in November. I explained why I did not previously complain to Ford management during my conversation with them, so I won’t go into the details again on this post.

Ford sales staff assures customers that [redacted] eliminates the need to wax your vehicle for five years. Obviously this is grossly exaggerated; however, for the sake of this post let’s assume it lasts up to two or even three years, which is what I expect to get out of it. Why after less than one year would I foolishly wax my vehicle rendering the [redacted] useless after opting to pay additional money to have it put on? Further, why would I wax my vehicle in a manner that caused swirl marks on the trim? I take a great deal of pride in taking care of my vehicles, so obviously I did not wax my vehicle or cause the swirl marks on the trim. Ford or their vender caused the swirl marks during the [redacted] application.

The service manager at Ford did not notice the swirl marks because they never followed up with or even saw the vehicle after I initially complained. Ford staff is misrepresenting themselves and quite frankly lying about this. This is important for potential customers to know.

Business

Response:

The first thing I would like to address is that no one said anything about the customer waxing there own car? Second the opinion I gave was that the scratches the customer is alleging we caused would not take 9 months to be noticed. We make alot of comprimises for customer satisfaction but after 9 months of not noticing the scratches we can not be of help this time. I am sorry, had this been noticed sooner we may have been able to do something about it.

Review: I purchased a car from Future Ford in Roseville on October 6, 2014. On October 22, 2014 they sent a tow truck to my apartment without any phone call to notify me of the decision, to take the car back. Their claim is that I defrauded them by listing my job as a source of income. I gave my job a resignation letter in September stating my ending date as October 5, 2014 (the 3rd being last day of work), and my last paycheck coming on October 31, 2014. My other source of income is my disability retirement and a pension check. Their statement: "We would not sell a car to you if we knew you weren't still working. You defrauded us."I was open with the sales staff ([redacted]), and the financial staff ([redacted])about my plans to relocate to Phoenix, AZ at the end of the month, If I was truly intending to be fraudulent I wouldn't have given them the correct info to contact my employer.My issue is their keeping $780.00 of the $1050.00 deposit, which was part of the $1500.00 deposit I promised to pay. Money I saved up for moving expenses, which included renting a truck or car before the purchase. They said the $780.00 was cost for towing. If they had called me I would have returned the car. The tow truck waited until our security gate opened to enter the parking lot and confiscate the truck from my parking stall. If it hadn't been for my neighbors alerting me of what was going on, they would have taken off without even giving me a chance to get my things.Mind you I don't have the greatest credit, because I filed bankruptcy, and their invitation flyer sent to me in the mail stated they could get me in a car even if my discharge hadn't come through yet. They assumed I was the type of person who would rush off to Arizona with the car, and not pay for it. I had already discussed setting up automatic payments with the finance company!When I bought the car on the 6th, why didn't they verify my employment before I drove off, instead of two weeks later?Desired Settlement: I want my other $780.00 dollars back, because they had no real proof I wouldn't be able to pay for the car based on my other income. To lump me in with the category of (their words "99%") people who run off with cars and not pay for them is stereotyping. My having bad credit and listing my job as one of the sources of income based on remaining paycheck, does not mean I wouldn't be able to pay for the car.

Business

Response:

We will refund the $780 you can expect a check in the mail.

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.

They tried to sell me a used car for more than the same car new was going for. I received several phone calls and had a text conversation where the sales person was disrespectful after learning I had gone somewhere else to purchase a car. Do not give them your business.

Review: On Tuesday, Dec 8th, 2015, I drove to Future Ford looking for a Ford F150 truck. I was interested in looking at the XLT 4X4 Supercab version. After the first salesman I spoke with located a vehicle, we discussed a trade in. The closing manager, [redacted], sat with us and low balled my trade as expected. I told him that I wanted to purchase a new truck with the trade for no more than $40K. He told me that he would give me $9,300 for my trade but even then the out the door cost was still closer to $45K. We agreed that wasn't going to work and I left. After a few calls and 3 or 4 more visits, I had a 90 minute conversation with [redacted], the New Car Sales Manager on Thursday, Dec 10th. He convinced me to come back to the dealership and try to work a deal. I went back on Friday and spoke with Mr. [redacted] about the deal. We agreed on the Out the Door price, including the trade of $42,500. He told me that he was going to get the paperwork together and for me to wait. 10 minutes later he approached me to tell me that he couldn't do the deal because he was giving me to much for my trade. Frustrated, I left. The following Sat, Dec 19th, I received an email about a deeply discounted truck that was the SuperCrew version. I decided to reach out to Mr. about this new truck and see if a deal could be reached without my trade. I told him that I had located a truck at another dealership that I had put a deposit on but did not provide him with my agreed upon price. He verbally told me on the phone that he could sell me his truck for around $39K out the door. I asked him to send me the window sticker and the out the door price via email. The email I received was from the Internet Director, [redacted] and had the window sticker with the out the door price listed as $35,350. The following day, Sun, I went back to purchase the truck for the price listed on the email, however, they would not honor the price they had emailed me claiming it was a typo.Desired Settlement: I believe the dealership needs to honor the price for the truck they quoted in the email. This was the second agreed upon deal that was in place in less than 10 days and in both instances the dealership backed out. In the second instance, the email was sent by the Director of Internet sales.

Business

Response:

I spoke to Mr. [redacted] yesterday in my office, and when I spoke to my employees no less then 4 key managers they all had a different story on what they told Mr. [redacted]. After realizing he had used all 4 managers and told me bits and pieces of their conversations I decided we did not want to do business with Mr.[redacted] at any price. us why here...

Consumer

Response:

I am rejecting this response because: The message I posted is fact. These were conversations I had with members of the dealership. I agreed on a price and a trade on the 11th of $42,500 with Mr. [redacted]. I was standing next to his computer when this offer was presented to me by him. This is not disputed as there were no less than 10 employees that witnessed me standing there. At that point, he had all of the relevant information available to him to agree to those terms. It was less than 10 minutes later that he backed out of the deal. On the second deal, Mr. [redacted] told me over the phone that he believes he could sell me the truck for $39K out the door. This conversation was heard in the car by my wife. I asked if Mr. [redacted] could send me the details about the truck and the Out the Door price via email which he agreed to do. Although he did not send the email, I had no reason to believe the email I received was in error, as it was send from the Internet Director. Which coincidently the following day Mr. [redacted] adamantly denies sending. That email was attached to the complaint. Which facts are you disputing? that [redacted] didn't offer me $9,300 for my trade? [redacted] confirmed that information in the system. Are you disputing the fact that your company didn't offer to sell me the truck at $35,350 our the door? The email I attached is pretty clear. It is hard to argue with facts. This kind of unprofessionalism is why most car dealerships have such a bad name.

Business

Response:

The email he is showing you he showed also, he spoke to 4 different managers about a couple of trucks then connected the email of a more expensive truck with the numbers from the less expensive. Once again we do not want to do business with this individual at any figures.Tell us why here...

Consumer

Response:

I am rejecting this response because: In fact again this is a false claim. Originally I spoke with [redacted] about a Super Cab 4X4 that was currently located in [redacted]. This was the truck that I was planning on purchasing with the trade in of my vehicle. This was the deal that was originally agreed upon by Mr. [redacted] at the $42,500 out the door price. I would be getting the Super Cab 4x4 and trading in my vehicle for a financed amount of $40,000 with me putting $2500 down. That was the first truck and transaction. The second truck was the Super Crew version which I spoke to Mr. [redacted] about on Sat the 19th. This truck is MORE expensive and I would not be trading in my vehicle. Mr. [redacted] told me verbally on the phone during the same conversation on the 19th that the out the door price would be roughly $39,100. The details of this vehicle were supplied to me by [redacted] in the email that was received on the 19th as well along with the Out the Door price of $35,350. Again, I didn't confuse trucks with prices. The email that was send, that was also delivered to the dealership on Sunday, Dec 20th and again on Monday morning, referenced the Super Crew 4X4. It was an easy determination to make as the window sticker for this vehicle was attached to the email that [redacted] sent. In the attachment, it is a clear as day that the out the door price listed, references the vehicle window sticker in the email body. How is it possible that I am confusing more expensive vehicles for cheaper vehicles? Within the email it references the VIN#. This number was not provided by me, but by [redacted]. It's interesting to see how your story changes but my consistently stays the same. Not to mention that I'm the only one providing proof that contradicts every word you have written. The email clearly states an out the door price of $35,350 which included all taxes and DMV fees and references the truck via VIN number and detailed Window Sticker that the price is associated with.

Review: I called to confirm that their advertised promotion (for a free sugar bowl lift ticket when test driving a car) was still going on and was told by an employee that it was, and to come stop by. I came in later that day (sat 3/29), and the employee couldn't be located(I believe in retrospect he intentionally gave a fake name). So I test drove with another employee and talked briefly about the promotion during the test drive. After the test drive a third employee brought me a coupon, I read the back and only then found out the coupon had expired. The employees response when I inquired about the expiration date was, well if it says its expired then it's expired. Not only was the coupon expired, but when I tried to redeem it online it said the code had also already been used. Not one but three members of their sales team lead me on under the guise that this promotion was still valid. I don't feel this is (at a minimum)ethical. And to be given an expired used voucher is utterly disrespectful. I felt like a victim of a bait and switch, after complaining to their sales manager I was only promised a tank of gas if I came back into their sales room and talked to another member of their sales team. Frankly I don't want to go near this place ever again.Desired Settlement: I want this information reported to protect other consumers, and I would like the lift ticket voucher I was told I would get. I do not want to have to return to this location for anything.

Business

Response:

We offered to reimburse the customer for a lift ticket to Sugar Bowl ski resort for his inconvience.

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'm still disappointed by their staffs initial actions.

Review: I purchased my 2014 Ford Fiesta on March 4th, 2014 from Future Ford. The vehicle was sold to me used with 420 miles and a large chip on the spoiler. I had agreed upon a new vehicle but wasn't aware I was buying a used vehicle until we signed paperwork. After a few days of driving I noticed the transmission shuddered when I would accelerate from a stop. I took it to Downtown Ford (it is closer to where I live as opposed to Future Ford) on July 2nd and picked it up July 3rd. They confirmed my transmission had issues and had reset the computer chip within the transmission and told me that should resolve the issue. I made an appointment to bring my Fiesta in a second time for the same stuttering issue. I took it in July 11th and got it back July 16th. This time they replaced the computer chip and said it must be giving the transmission mixed commands and that's why it stutters. The issue came back again a day after driving it. I contacted Downtown Ford on July 21st and told them the issue was back. I brought my car back to the shop again August 12th and this time they replaced one of the clutches in the transmission. I got my car back August 18th. The issue was worse, with stuttering and losing power and grinding sounds when the transmission shifts in low gears. I was only getting and have only been getting 20 miles per gallon. I contacted Downtown Ford August 19th about the issue being worse. I took it in September 12th. I picked up my vehicle on September 17th and was told hey didn't do any repairs and told me they can't work on it for another month. I called Ford Corporate and filed a lemon claim on my vehicle on September 18th. I was told I would be contacted within 10 to 15 business days in regards to a possible buy back on my car.Desired Settlement: I called Ford Corporate again on October 2nd for an update and was told my claim wasn't put in properly so I'd have to wait another 10 to 15 business days. I called on October 23rd, which was 16 business days since I last spoke with someone, and was told that my car was very likely going to be bought back and I needed to wait for someone to call me or I would receive something in the mail within the next week. I finally called yesterday, November 3rd, for a final verdict on my vehicle and was told my vehicle will not be bought back and I need to be in contact with the dealer for repairs.

My car is still having the issue, and is still only getting 20 miles per gallon.

Business

Response:

We are so sorry the vehicle is having problems. We want it to be a perfect car for you, however Ford Motor Company is who we need to resolve this issue. If you would like our location to look at it I can provide a rental car.

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: They are not complying with certification and selling at least one vehicle declared unsafe by them.

We purchased a certified pre-owned Lincoln MKT on 4/16/2013. By 5/17/2013 the vehicle had been declared unsafe, we had returned it and were in the process of unwinding our contract. The vehicle has frame damage and was declared unsafe by us and their staff. Less than one week later, it appeared online for sale again by Future Ford Lincoln Roseville. They are selling an unsafe vehicle!Desired Settlement: Declaration of fraudulant sales, note of such in their Revdex.com listing.

Business

Response:

Business' Initial Response

[redacted] is absolutley correct, we took the car back after her concerns were validated. When we put a vehcle back into our system for accounting purposes it will show back in our inventory, however the vehicle is not for sale and is being returned to Lincoln. Thank you