Garnet Ford, Incorporated

I spoke with our customer yesterday in length about our concerns and offered our sincere apology for the breakdown in communication The vehicle is currently being repaired at another Ford store for a number of open recallsOnce the vehicle is complete the customer will contact myself and bring the vehicle to me for me so I can access the damages from the accident Garnet Ford will provide the customer with proper information on how to submit a claim to Ford Motor CompanyFord has a specific policy and procedure that should be followed in regard to accident claims related to recalls or possible defects with a vehicle I attached information that Ford provides its dealers in regard to the transmission operation on this vehicle I hope it clarifies the proper operation of this particular transmission Sincerely, Ira B [redacted] Parts and Service Manager Garnet Ford Inc [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: obviously once again, Garnet Ford has lied in their response to you At NO TIME on any of my paperwork, does my name appear as *** I consider it unprofessional that ** [redacted] would take it upon himself to address me by a nickname reserved for family and friends I am in customer serivice, have been for over years now and I wait until I am given permission by that customer, male or female, to address them by their first name It is called respect, obviously something ** [redacted] does NOT have for his female customers I have taken to the internet, to facebook, to a column called " [redacted] off customer", and I have written to Ford's Corporate headquarters as well, to advise all I can that sexism is alive and well at Garnet Ford Regards, [redacted] ***

Good Afternoon
We are responding to complaint ID *** in regard to
comments made by *** ***
I contacted *** at 1:Tuesday February 11th to
discuss her concernsI attempted to explain that the vehicle
failed inspection
for two items rear brake pads and two tiresThe rotors and other items were
simply recommendations or things that my technician noticed while performing
the inspectionI took the liberty to reviewing the hard copy of the repair
order and it is clearly noted that all tires show signs of dry rottingI
would like the opportunity to see the tires and brakes myselfI feel the need
to clarify that those two items would not equal $as the customer states
in this complaint. By the customers own admission
the vehicle needed at the very least tire to pass the inspection process
Our owner has been a pillar in this community for more than
yearsI have worked at Garnet Ford for more than years myselfWe always
support this community and work well with the local residents It is not in the interest of myself or any of
my people to take advantage of any customer based on race, religion, or gender
While Reading this complaint I have to say it upsets me greatly because I live
in this community and would go out of my way for any customer or community member
I will not or would not tolerate any of my employees intentionally trying to
take advantage of any customer I have counseled
with both employees involved and convinced there was no intent to defraud ***
in any wayI should also mention that my service advisor not only explained
the recommendations he also walked her out to the vehicle to review our
findings
In the interest of customer satisfaction Garnet Ford is issuing
a full refund for repairs made to their vehicle including the wiper blades
Sincerely
*** ***
Parts and Service Manager
Garnet Ford Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the car in question is NOT in need of tires, only ONE was needed to pass inspection, and the brakes according to other service stations are NOT in need of being replaced at the present time!!! I feel that Garnet Ford saw a woman, like myself, who will readily admit knows nothing about cars, and figured they could milk me for all I was worth. Also, Garent Ford told me I needed at LEAST TWO TIRES to pass inspection and also ONE SET OF BRAKES - the two tires were valued at $per tire, and the rear brakes(which the other service station will both attest I did NOT need to pass inspection) at $339.00, for a total worth of repairs $plus tax - A WHOLE LOT MORE THAN THE COST OF ONE TIRE TO PASS INSPECTION, that was only $146.00!!
While I am willing to accept the promise of a FULL REFUND in the amount of $89.46, I will NEVER take my car to Garnet Ford, for them to touch, look at or in any way get their hands on. I firmly feel as do others that I have told this story to, that their male mechanics felt that the "middle aged woman" would just go a*** with whatever they said and not be smart enough to get a second opinion. I guess sexism is still alive and well in 2014, sad to say. I am also going to be in the market for a new car in the summer of 2014, and I had been looking at a Ford Escape, but I will NOT be bringing my business to Garnet Ford, that is certain
I expect the promised refund within no less than business days or I will be recontacting the Revdex.com for further action
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the "customer", which would be myself(note they do NOT refer to me by name) was NOT hostile to them in anyway, until they tried to rip me off because of my gender and then LIE to the Revdex.com about it in their first response to you. Allow me to point out, in their first response, the manager, ***(note I used his proper name, not "***", even though HE refused to use my proper name of ***, in addressing me or you, referrring to me at ***, a nickname ONLY my dearest friends and family members use - another way to try to "put a woman in her place") stated that his employee *** ***, I believe, took me to my car and pointed out all that was wrong and the escorted me to my car - TOTAL LIE. I was never once taken for an overview of my automobile and when I told them that I would NOT allow them to begin nearly $worth of work without getting a second opinion, I was handed my keys and basically told "There's your car in the rain - have a nice day"
Also, as one who works in customer service and has for over years now, I know how important it is to maintain a customer and try to regain their trust once it has been broken, obviously by *** attitude in his phone call to me, and his correspondences with you he has NO interest in doing this. I wonder how Ford's Corporate Headquarters would feel about his attitude?? I imagine I will find out since I full intend to contact them now, due to his total fabrication of the events that unfolded and how it was handled I guess to *** the "little woman" stepped out of her place, by reporting them(how dare she) and this has obviously angered him greatly
Sincerely,
*** ***
*** *** ***
*** *** ** ***
*** *** ***
Regards,
*** ***

In response to case # *** there are no additional
complaints just the original ones provided on the first e mailGarnet Ford has
offered a full refund and additional money from what had originally been asked
for
This is not an admission of blame or responsibility, but
simply a goodwill gesture on our part to resolve this concernBased on this customer’s
hostility towards our dealership we completely agree that doing business
together would not be good for either of us
As far as the refund the check has already been generated
and will probably go in the mail Friday due to extreme weather conditions
Sincerely,
*** ***
Parts and Service Manager
Garnet Ford Inc

To Whom It May Concern: We are responding to Case # *** Our dealership has done everything we possibly could to repair the vehicle while working with an aftermarket warranty company to replace an engine assyThe vehicle was towed to our store with an engine that
was partially taken apart and a diagnosis that the engine failedOur technician did diagnosis and removed the oil panIt was clear that the only way to repair the engine was to replace itWe contacted the customer and explained that the warranty company wanted to take more of the engine apart to prove the failure and that expense would be customer responsibilityAfter many hours the warranty company would only authorize a used engine assy and we were required to add an engine warranty on top which we didAfter repairs were made there was a misfire which dealer corrected and released the vehicleSince the vehicle was not running when it was towed to our store we have no idea on the condition of the vehicle or any other componentsWe did exactly what the warranty company authorized us to do and sabotage is not something that any of our employees would do We apologize if there are new issues with the vehicle

Good Afternoon *** ***,
Garnet Ford has issued a full refund and more than ** ***
has asked for in her complaint
For the record, neither I nor any member of my staff would
have the ability to know a customer’s marital statusAs for calling ** *** “***”
I was merely referencing our repair order that clearly spells out her name as
suchI have resolved many concerns over the years and rebuilt many fractured
relationships when given an opportunity to do so
I along with my management team consider this case closed
and once again a full refund has been provided
Sincerely
*** ***
Parts and Service Manager
Garnet Ford Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: obviously once again, Garnet Ford has lied in their response to you.  At NO TIME on any of my paperwork, does my name appear as [redacted].  I consider it unprofessional that **. [redacted] would take it upon himself to address me by a nickname reserved for family and friends.  I am in customer serivice, have been for over 30 years now and I wait until I am given permission by that customer, male or female, to address them by their first name.  It is called respect, obviously something **. [redacted] does NOT have for his female customers.
I have taken to the internet, to facebook, to a column called "[redacted] off customer", and I have written to Ford's Corporate headquarters as well, to advise all I can that sexism is alive and well at Garnet Ford.
Regards,
[redacted]

I spoke with our customer yesterday in length about our
concerns and offered our sincere apology for the breakdown in communication.
The vehicle is currently being repaired at another Ford store for a number of
open recalls. Once the vehicle is complete the customer will...

contact myself and
bring the vehicle to me for me so I can access the damages from the accident.
Garnet Ford will provide the customer with proper information on how to submit a
claim to Ford Motor Company. Ford has a specific policy and procedure that
should be followed in regard to accident claims related to recalls or possible defects
with a vehicle.
I attached information that Ford provides its dealers in
regard to the transmission operation on this vehicle.  I hope it clarifies the proper operation of
this particular transmission.
Sincerely,
Ira B[redacted]
Parts and Service Manager
Garnet Ford Inc.
[redacted]

Review: Had my vehicle in for repair/warranty service. When my vehicle was left at the dealership, the horn, airbag, and cruise control were all in working condition. When I had picked my vehicle up, the horn, airbag and cruise control are no longer working. I was offered to bring it bag so they could examine why this happened. I sat there for almost two hours, and they told me the clockspring was broken, but they had no idea how it could have happened and are denying any involvement, However they offered to charge no labor and have a reconditioned steering column installed for three hundred dollars. This is unacceptable. All of these functions were in working order when taken to the dealer.Desired Settlement: For garnet Ford to repair at no cost to me. Since all were in working order when delivered to dealership.

Business

Response:

The following statements and accusations are not correct.

This vehicle was towed to our shop in with a transmission failure and would not shift into gear. We did repair the transmission assembly per a Ford Recall at no charge to customer. Unfortunately, we had not seen this vehicle or customer in over two years. The transmission repair is not affiliated with the Horn concern in any way. After further diagnosis of the horn failure Garnet Ford determined that this vehicle needs an Air bag / Horn pad. We cannot determine when or where the failure occurred, but since it is unrelated to the removal or repair of the transmission we cannot assume any responsibility. For some reason nobody contacted the tow company to see if while in transit something could have happened to the Air Bag. Garnet Ford attempted to assist this customer a few times. It should be noted that this is an 8 year old vehicle and Failures can happen with any part.

We did some research and found a used air bag. The only responsibility was for the customer to pay $300 cost for the part we would take care of the labor.

Garnet Ford feels as thought this was a reasonable solution to this concern and be happy to keep the offer on the table provided we can find another Air Bag.

Please feel free to contact myself with any further questions

Sincerely

Parts and Service Manager

Garnet Ford Inc.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

My vehicle may be 8 years old. That is true. However, the parts in question were in working order when left at the dealership. I find it hard to believe, almost impossible for this to have happened because of age. The horn/airbag/ cruise control were all working when left at the dealership. AN airbag does not just loose the gas that is inside of it. But when the transmission was pulled out, something could have been pulled to make this occur. Garnet Ford is responsible for this to have happened while in their possession. They notified me of other safety issues that they had noted while performing warranty work on the transmission, such as a frozen brake caliper, and needing an alignment. Did they fail to notice the obvious crease in the steering wheel which signifies the airbag being defective during their safety inspection? Garnet Ford is responsible and If I need to seek legal representation, that will be my next step. I am not satisfied with having to pay three hundred dollars for a repair that obviously happened while they had my vehicle in their shop for warranty work.

Regards,

Business

Response:

It’s a very unfortunate set of circumstances, but obvious that the customer does not understand an Air Bag or the system. The air bag has not been deflated and I believe fully functional. It’s the horn part of the system that is in question. Garnet Ford would notice things like brakes and Alignments because they are related to the removal of the Transmission. The Horn pad and steering wheel removal are not related in any manner.

I am surprised that the customer refuses to get the tow company involved. They were the first ones to get the vehicle and could have very easily or accidently cut the pad especially if they had to lock the steering wheel with a rope or tie as some companies do.

Since we did not remove the steering wheel we will still stick by our findings and continue to keep the original offer on the table.

Parts and Service Manager

Garnet Ford Inc.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: On January 11th, 2014, I took my car to QUICK LANES, owned and operated by Garnet Ford. There was NOTHING wrong with my car, as far as I could tell except it needed new windshield wipers. The ONLY reason I went to Quick Lanes/Garnet Ford, was I had rec'd a coupon in the mail offering "free PA State Inspection". Imagine my surprise when their people came out and told me that I need nearly $750.00 worth of work in order to pass inspection. The "gentleman" that worked there, told me I needed two new rear tires at at approx. $156.00 PER TIRE, PLUS rear brakes and rotors for another $340.00!!! I was horrified, again as far as I could tell my car did not need ANYTHING. I took my car to another service station(who shall remain nameless as I do NOT want Garnet Ford bothering them), that I trusted. They looked over my car and proclaimed I need ONE new tire, that would cost $152.00-my brakes FRONT AND REAR WERE FINE TO PASS INSPECTION! Tire went on and BOOM, passed inspection!I feel that Garnet Ford, and their MALE mechanics/repairmen, took advantage of a middle aged woman who knows NOTHING about cars and figured I could simply CAVE when they told me that this is what I needed. This SEXIST attitude of trying to rip off women is UNACCEPTABLE. I demand the money back that I paid to this "business" which was a total of $89.46, less the cost of the wiper blades($30.00) for a FULL REFUND of $59.46. I have contacted the Attorney General's Office of PA as well to file suit. I will also take to social media to advise one and all, especially women NOT to go here and I have contact KYW's 3 on your side!!My invoice number from these rip off artist is/was #C44395-Their manager is [redacted] and his number is ####-###-####. Again, I demand a full refund of $59.46 and I am prepared to take this further. SEXISM should not exist in the year 2014!!Desired Settlement: I demand a full refund as it is apparent that these people took advantage or tried to take advantage of a middle aged woman who does not know much about cars. I guess they figured I would "cave" to what they told me my car needed and never question it or get a second opinion. Well they were wrong. I feel I was treated in a sexist manner, simply because I am a woman, and that they tried to take advantage of this fact.

Business

Response:

Good Afternoon

We are responding to complaint ID [redacted] in regard to

comments made by [redacted].

I contacted [redacted] at 1:45 Tuesday February 11th to

discuss her concerns. I attempted to explain that the vehicle failed inspection

for two items rear brake pads and two tires. The rotors and other items were

simply recommendations or things that my technician noticed while performing

the inspection. I took the liberty to reviewing the hard copy of the repair

order and it is clearly noted that all 4 tires show signs of dry rotting. I

would like the opportunity to see the tires and brakes myself. I feel the need

to clarify that those two items would not equal $750.00 as the customer states

in this complaint. By the customers own admission

the vehicle needed at the very least 1 tire to pass the inspection process.

Our owner has been a pillar in this community for more than

30 years. I have worked at Garnet Ford for more than 25 years myself. We always

support this community and work well with the local residents. It is not in the interest of myself or any of

my people to take advantage of any customer based on race, religion, or gender.

While Reading this complaint I have to say it upsets me greatly because I live

in this community and would go out of my way for any customer or community member.

I will not or would not tolerate any of my employees intentionally trying to

take advantage of any customer. I have counseled

with both employees involved and convinced there was no intent to defraud [redacted]

in any way. I should also mention that my service advisor not only explained

the recommendations he also walked her out to the vehicle to review our

findings.

In the interest of customer satisfaction Garnet Ford is issuing

a full refund for repairs made to their vehicle including the wiper blades.

Sincerely

Parts and Service Manager

Garnet Ford Inc.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: the car in question is NOT in need of 4 tires, only ONE was needed to pass inspection, and the brakes according to 2 other service stations are NOT in need of being replaced at the present time!!! I feel that Garnet Ford saw a woman, like myself, who will readily admit knows nothing about cars, and figured they could milk me for all I was worth. Also, Garent Ford told me I needed at LEAST TWO TIRES to pass inspection and also ONE SET OF BRAKES - the two tires were valued at $156.95 per tire, and the rear brakes(which the other 2 service station will both attest I did NOT need to pass inspection) at $339.00, for a total worth of repairs $653.00 plus tax - A WHOLE LOT MORE THAN THE COST OF ONE TIRE TO PASS INSPECTION, that was only $146.00!!

While I am willing to accept the promise of a FULL REFUND in the amount of $89.46, I will NEVER take my car to Garnet Ford, for them to touch, look at or in any way get their hands on. I firmly feel as do others that I have told this story to, that their male mechanics felt that the "middle aged woman" would just go a[redacted] with whatever they said and not be smart enough to get a second opinion. I guess sexism is still alive and well in 2014, sad to say. I am also going to be in the market for a new car in the summer of 2014, and I had been looking at a Ford Escape, but I will NOT be bringing my business to Garnet Ford, that is certain.

I expect the promised refund within no less than 7 business days or I will be recontacting the Revdex.com for further action.

Regards,

Business

Response:

In response to case # [redacted] there are no additional

complaints just the original ones provided on the first e mail. Garnet Ford has

offered a full refund and additional money from what had originally been asked

for.

This is not an admission of blame or responsibility, but

simply a goodwill gesture on our part to resolve this concern. Based on this customer’s

hostility towards our dealership we completely agree that doing business

together would not be good for either of us.

As far as the refund the check has already been generated

and will probably go in the mail Friday due to extreme weather conditions.

Sincerely,

Parts and Service Manager

Garnet Ford Inc

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: the "customer", which would be myself(note they do NOT refer to me by name) was NOT hostile to them in anyway, until they tried to rip me off because of my gender and then LIE to the Revdex.com about it in their first response to you. Allow me to point out, in their first response, the manager, **. [redacted](note I used his proper name, not "[redacted]", even though HE refused to use my proper name of **. [redacted], in addressing me or you, referrring to me at [redacted], a nickname ONLY my dearest friends and family members use - another way to try to "put a woman in her place") stated that his employee [redacted], I believe, took me to my car and pointed out all that was wrong and the escorted me to my car - TOTAL LIE. I was never once taken for an overview of my automobile and when I told them that I would NOT allow them to begin nearly $700.00 worth of work without getting a second opinion, I was handed my keys and basically told "There's your car in the rain - have a nice day".

Also, as one who works in customer service and has for over 35 years now, I know how important it is to maintain a customer and try to regain their trust once it has been broken, obviously by **. [redacted] attitude in his phone call to me, and his correspondences with you he has NO interest in doing this. I wonder how Ford's Corporate Headquarters would feel about his attitude?? I imagine I will find out since I full intend to contact them now, due to his total fabrication of the events that unfolded and how it was handled. I guess to **. [redacted] the "little woman" stepped out of her place, by reporting them(how dare she) and this has obviously angered him greatly.

Sincerely,

Regards,

Business

Response:

Good Afternoon [redacted],

Garnet Ford has issued a full refund and more than [redacted]

has asked for in her complaint.

For the record, neither I nor any member of my staff would

have the ability to know a customer’s marital status. As for calling [redacted] “[redacted]”

I was merely referencing our repair order that clearly spells out her name as

such. I have resolved many concerns over the years and rebuilt many fractured

relationships when given an opportunity to do so.

I along with my management team consider this case closed

and once again a full refund has been provided.

Sincerely

Parts and Service Manager

Garnet Ford Inc.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: obviously once again, Garnet Ford has lied in their response to you. At NO TIME on any of my paperwork, does my name appear as [redacted]. I consider it unprofessional that **. [redacted] would take it upon himself to address me by a nickname reserved for family and friends. I am in customer serivice, have been for over 30 years now and I wait until I am given permission by that customer, male or female, to address them by their first name. It is called respect, obviously something **. [redacted] does NOT have for his female customers.

I have taken to the internet, to facebook, to a column called "[redacted] off customer", and I have written to Ford's Corporate headquarters as well, to advise all I can that sexism is alive and well at Garnet Ford.

Regards,