Gentilini Ford

After 5 days of owning a 1 year old Bronco it developed a noise when braking in reverse
Mike Gavenda , service advisor, had the car looked at informed me of the situation, the solution and ordered the parts needed . Today the parts are being installed. EXTREMELY SATISFIED

I am rejecting this response because:I am disappointed to read Mr [redacted] response to this situation His reply is to say that I “the customer” am to blame Without complicating the issue - when I picked the car up on 06/15/the “Door Mirror Cover”, an interior part (part # [redacted] ) was brokenThis part was not broken when I dropped the vehicle off I spoke with the mechanic who denied touching the part and I spoke with the Service Manager who also denied any culpability I gave the service Manager the opportunity to rectify the situation and he refused to accept responsibility While I did speak with Mr [redacted] , after filing this report, it was so that I could share with him my unsatisfactory customer experience so that he could make sure this type of thing did not occur again As I told him on the phone, he can’t fix something if customers don’t take the time to call and calmly explain why they were offended Quite honestly, as you can see by his response he seems to think I was somehow trying to scam them or lie (Over a $part?)He claims they offered a solution which was to fix mirror but that repair had nothing to do with the additional damaged part As far as this Revdex.com complaint goes – [redacted] Ford broke a part on my vehicle while it was in their shop for service That is why I filed this complaint I do not want anything from [redacted] Ford to resolve this situation Regarding my poor treatment, as a year customer who has bought several vehicles at the dealership, I will follow up with Ford Motor Company I do not accept Mr [redacted] response that I “the customer” am somehow to blame, a liar trying to cheat the dealership out of something

Just picked up my new sport focus, thriled with the vehicle and the service I received from anthony figarole, went above and beyond to make the transaction a pleasure and fit me with the correct vehicle

Tell us why here June 16, .I followed up with Mr [redacted] this morning by phoneHe recapped his situation and told me how he had broken off the mirror in a drive throughWe diagnosed the repair that was necessary and informed him that the part would be $and an additional $in laborHe told me he was happy that the part was that cheap as he was expecting it to be over $but he felt the labor charge was more than he expected so he declined to have us replace it or even order the part from us(If the total repair with labor was less than you expected to pay for just the part, why deny us the repair) We then put the mirror back on the car with tape since it was still broken and would not stay in placeHe picked up the car and came back to say that we now broke the knob on the interior of the carOur technician did not notice the knob broken as he only worked on the exterior head of the mirrorMr [redacted] was adamant that we had broken it and that it couldn’t have happened when he hit the drive throughOur service manager apologized that he felt that way but denied accountability for the broken knob Mr [redacted] stated he was not looking to get something for nothing so then why #didn’t he order the parts and have us properly install the new mirror, or #order the parts at another dealer immediately after leaving our dealership and then #now say it would make him happy if we pay for the parts he ordered at another dealership, if his original intention was not to get this repair for freeI don’t feel that [redacted] Ford could have done anything differently to make the situation have a positive outcome [redacted]

Mr [redacted] is correct that we have addressed his Ford Sync concerns on different occasionsThe first was October 2013, then again in June Both times an update to the system was required and was covered under his Ford ESP coverageHe also had other repairs during his ownership that were covered by his ESPThe keyless entry pad was replaced, a power running board replaced, a seat belt tensioner replaced and an ignition coil assembly was replacedThese repairs totaled over $and his only responsibility was a $deductible on each of three separate visitsEven with the expense of his deductibles, Mr [redacted] has more than covered the $cost of his ESP planTherefore, he is not eligible for any refundsMr [redacted] coverage expired recently at 100,miles and any diagnosis or repairs would not be covered under warrantyGentilini Ford has been in business for over years and has won many distinguished awards for customer satisfaction and we do everything we can within reason to keep our customers happyUnfortunately, this customer became unreasonable and began to make legal threats against us so we feel it is best that we no longer do business togetherPaul [redacted]

they were very nice and friendly, my only complaint was that I had asked them to enable my daytime running lights on my vehicleI knew for a fact that it could be done, but of course they said impossible, it would be like having a liver or heart transplant, made me feel like some stupid personI just think that they didn't want to botherWent to another ford dealer , it took about a half an hr., just a click a mouse on their computerI guess I know where i'm going next time for service , don't I ?

First, I would like to clarify that *** ***'s vehicle was serviced at our Chevy store, although his complaint is filed against our Ford store.We have made multiple attempts to contact *** *** regarding his complaint and have not received any responseOn Febrruary 19, the
vehicle was towed to our shop at the customer's request to diagnose a battery light and no power concernThe alternator was replaced and the battery tested ok, correcting the concernThe customer also requested to have valve stems replaced because they were leakingWe found that the tire pressure monitors were missing, most likely removed whenever tires were replaced last, so we recommended replacementCustomer only approved the installation of two sensors, parts were ordered and installed on March 21, As a courtesy to the customer, we agreed to allow *** *** to make payments for this repairHe has not fulfilled his obligation and still owes $The customer's complaint that the tire light remains on is due to only replacing two of the sensorsWe would be willing to discount the installation costs of the two additional sensors but the customer does not call us back, only wants to threaten with lawyersWe are willing to replace the two additional sensors at a 50% reduction on the labor costs, if not, we would like to get paid for the repairs he has previously authorized

Revdex.com of New Jersey , In regards to Sales of Ford Explorer To *** *** We agreed to included Trailer hitch as part of sale of vehicleWe installed trailer hitch but didn't install trailer light wiring and should haveWe have sent *** wire harness and check for labor to installed
As far as oil cooler goes Andrew stated when he purchased vehicle he intended to tow Jet Ski's way less then max trailer towing capacity were oil cooler might be neededI have since agreed to send parts and check for labor to install*** is registering truck in *** and was given day out of state temp which is practice We are processing title and registration and no nothing of hours time limit. I have been in contact with Andy and paper work in processTed

I am rejecting this response because:I am disappointed to read Mr[redacted] response to this situation.  His reply is to say that I “the customer” am to blame.  Without complicating the issue - when I picked the car up on 06/15/15 the “Door Mirror Cover”, an interior part (part #[redacted]) was broken. This part was not broken when I dropped the vehicle off.  I spoke with the mechanic who denied touching the part and I spoke with the Service Manager who also denied any culpability.  I gave the service Manager the opportunity to rectify the situation and he refused to accept responsibility.  While I did speak with Mr[redacted], after filing this report, it was so that I could share with him my unsatisfactory customer experience so that he could make sure this type of thing did not occur again.  As I told him on the phone, he can’t fix something if customers don’t take the time to call and calmly explain why they were offended.  Quite honestly, as you can see by his response he seems to think I was somehow trying to scam them or lie (Over a $25 part?). He claims they offered a solution which was to fix mirror but that repair had nothing to do with the additional damaged part.  As far as this Revdex.com complaint goes – [redacted] Ford broke a part on my vehicle while it was in their shop for service.  That is why I filed this complaint.  I do not want anything from [redacted] Ford to resolve this situation.  Regarding my poor treatment, as a 20 year customer who has bought several vehicles at the dealership, I will follow up with Ford Motor Company.  I do not accept Mr[redacted] response that I “the customer” am somehow to blame, a liar trying to cheat the dealership out of something.

Mr. [redacted] is correct that we have addressed his Ford Sync concerns on different occasions. The first was October 2013, then again in June 2015. Both times an update to the system was...

required and was covered under his Ford ESP coverage. He also had other repairs during his ownership that were covered by his ESP. The keyless entry pad was replaced, a power running board replaced, a seat belt tensioner replaced and an ignition coil assembly was replaced. These repairs totaled over $3000 and his only responsibility was a $100 deductible on each of three separate visits. Even with the expense of his deductibles, Mr. [redacted] has more than covered the $1850 cost of his ESP plan. Therefore, he is not eligible for any refunds. Mr. [redacted] coverage expired recently at 100,000 miles and any diagnosis or repairs would not be covered under warranty. Gentilini Ford has been in business for over 60 years and has won many distinguished awards for customer satisfaction and we do everything we can within reason to keep our customers happy. Unfortunately, this customer became unreasonable and began to make legal threats against us so we feel it is best that we no longer do business together. Paul [redacted]

Just picked up my new sport focus, thriled with the vehicle and the service I received from anthony figarole, went above and beyond to make the transaction a pleasure and fit me with the correct vehicle

Had a great experience here at the Gentilini Ford in Woodbine. Pat, Tom and Andy did a phenomenal job and we're very friendly. Pat sold us on the truck with his great sense of humor and kindness. Will definitely recommend Gentilini Ford!

Complaint: [redacted]
I am rejecting this response because:
While you are working with us your response doesn't make sense.  Per Ford.com http://www.ford.com/resources/ford/general/pdf/towingguides/13flrv&tt_explor...⇄ even included a screen shot of the towing package and recommendations) an oil cooler is required.  You should have never have not installed it because you "thought" we were below the weight you think we should be at.  Should I never be able to tow anything heavier and not only that it was included in the tow package so I had I towed something heavier and had my engine blow up it wouldn't have been covered because of something I thought I had installed was not.  I guess jet ski's don't need electric either, or bolts.  I was also told that by Reef that the car had bluetooth and he would do whatever it took to make it right and get me bluetooth, included a screenshot of the text from Reef saying he would come up with a solution.  I see that was skipped over in the response.   The lack of customer support and just a lack of oversight on the trailer install is not only frustrating it is concerning from a safety standpoint.  There were so many mistakes with the install of the trailer including the damage of the fenders it is just appalling that a service department and dealer would allow this to happen.  You aren't doing anything that we did not pay for, we paid for all of these things.  It took several days of calls just to get a check for the over charge of the taxes because we were told it was sent out on Monday, then Tuesday, then Thursday.
You may be working with us but you are taking time away from my life and my family.  I spent my family time last week on the phone with your dealership every day and two other days at a different Ford Dealer having things looked over to see what other safety issues your dealership missed.  I've also never had a registration take this long to process.  I've had a new registration come in less time than this is registration is taking.  [redacted]'s DMV says a timely manner for transfers and registrations and I would hardly consider the registration process taking a timely manner.
Regards,
[redacted] Sparber

Tell us why here
June 16, 2015….I followed up with Mr. [redacted] this morning by phone. He recapped his situation and told me how he had broken off the mirror in a drive through. We diagnosed the repair that was necessary and...

informed him that the part would be $89 and an additional $80 in labor. He told me he was happy that the part was that cheap as he was expecting it to be over $200 but he felt the labor charge was more than he expected so he declined to have us replace it or even order the part from us. (If the total repair with labor was less than you expected to pay for just the part, why deny us the repair) We then put the mirror back on the car with tape since it was still broken and would not stay in place. He picked up the car and came back to say that we now broke the knob on the interior of the car. Our technician did not notice the knob broken as he only worked on the exterior head of the mirror. Mr. [redacted] was adamant that we had broken it and that it couldn’t have happened when he hit the drive through. Our service manager apologized that he felt that way but denied accountability for the broken knob……..
……Mr. [redacted] stated he was not looking to get something for nothing so then why #1 didn’t he order the parts and have us properly install the new mirror, or #2 order the parts at another dealer immediately after leaving our dealership and then #3 now say it would make him happy if we pay for the parts he ordered at another dealership, if his original intention was not to get this repair for free. I don’t feel that [redacted] Ford could have done anything differently to make the situation have a positive outcome[redacted]

We stopped in to look at a car. We were met by Anthony J[redacted]. He was very friendly. Despite not being on the job very long was helpful. If he did not know the answer to our questions, he found out for us. We ended up buying the car. Andrew R[redacted] also assisted us. We found our experience to be very good. The whole staff was great. Katie provided us with a full overview of our new vehicle. We left as a very satisfied customer.

Review: On 06/15/15, I took my 2010 Ford Focus to [redacted] Ford in Woodbine NJ for an oil change and to have the driver’s side mirror which I had broken. When I picked the vehicle up I found the mirror now duck taped to the side of the car and epoxy glue on my paint job. I then found that the electronic mirror control no longer worked and even words when I used the interior mirror adjustment [redacted] the unit fell off the interior of my door. I immediately returned to the Service area where I was forced to wait almost 20 minutes despite the fact that there were at least 6 people behind the service desk area. Finally, I explained my concerns and looked at the car with a mechanic. The mechanic simply said he had no idea how the part got broken but he did not do it. While he looked at the part he got oil all over the exterior and interior of my vehicle. When I complained he apologized and tried to wipe it off. I asked the service manager to come outside and take a look at my vehicle as I explained the issue. The service manager did nothing but deny all accountability or responsibility for the broken part. They (the service manager and the mechanic) then tried to tell me that the interior part was damaged when I hit the mirror and I simply did not notice it. They claimed that the interior part and the exterior part that I broke were connected. I pulled the duct tape off and disconnected the mirror and said no it is not. They both agreed they were wrong but then simply reverted to saying they did not break it. Frustrated I said the service manager “This is the last time you will ever see me at [redacted]” The service manager simply said “I am sorry you feel that way have a nice night”. They let me drive off with the mirror hanging off the side of the car. I immediately took the vehicle to another ford dealer and ordered the parts – the part that [redacted] Ford broke was less than $25. They turned me away, called me a liar over $25.Desired Settlement: I gave the dealer (via the service manager) the opportunity to make this situation right and they called me a liar and tried to play me as a fool. I will now take my business to [redacted] Ford in Vineland. If [redacted] truly wants to make this situation right they can contact [redacted] and pay for the part and labor to repair the issue. I will not bring the vehicle to [redacted] Ford for the work to be done as they have completely lost my trust as a customer and may faith that they value my business.

Business

Response:

Tell us why here

June 16, 2015….I followed up with Mr. [redacted] this morning by phone. He recapped his situation and told me how he had broken off the mirror in a drive through. We diagnosed the repair that was necessary and informed him that the part would be $89 and an additional $80 in labor. He told me he was happy that the part was that cheap as he was expecting it to be over $200 but he felt the labor charge was more than he expected so he declined to have us replace it or even order the part from us. (If the total repair with labor was less than you expected to pay for just the part, why deny us the repair) We then put the mirror back on the car with tape since it was still broken and would not stay in place. He picked up the car and came back to say that we now broke the knob on the interior of the car. Our technician did not notice the knob broken as he only worked on the exterior head of the mirror. Mr. [redacted] was adamant that we had broken it and that it couldn’t have happened when he hit the drive through. Our service manager apologized that he felt that way but denied accountability for the broken knob……..

……Mr. [redacted] stated he was not looking to get something for nothing so then why #1 didn’t he order the parts and have us properly install the new mirror, or #2 order the parts at another dealer immediately after leaving our dealership and then #3 now say it would make him happy if we pay for the parts he ordered at another dealership, if his original intention was not to get this repair for free. I don’t feel that [redacted] Ford could have done anything differently to make the situation have a positive outcome[redacted]

Consumer

Response:

I am rejecting this response because:

I am disappointed to read Mr[redacted] response to this situation. His reply is to say that I “the customer” am to blame. Without complicating the issue - when I picked the car up on 06/15/15 the “Door Mirror Cover”, an interior part (part #[redacted]) was broken. This part was not broken when I dropped the vehicle off. I spoke with the mechanic who denied touching the part and I spoke with the Service Manager who also denied any culpability. I gave the service Manager the opportunity to rectify the situation and he refused to accept responsibility. While I did speak with Mr[redacted], after filing this report, it was so that I could share with him my unsatisfactory customer experience so that he could make sure this type of thing did not occur again. As I told him on the phone, he can’t fix something if customers don’t take the time to call and calmly explain why they were offended. Quite honestly, as you can see by his response he seems to think I was somehow trying to scam them or lie (Over a $25 part?). He claims they offered a solution which was to fix mirror but that repair had nothing to do with the additional damaged part. As far as this Revdex.com complaint goes – [redacted] Ford broke a part on my vehicle while it was in their shop for service. That is why I filed this complaint. I do not want anything from [redacted] Ford to resolve this situation. Regarding my poor treatment, as a 20 year customer who has bought several vehicles at the dealership, I will follow up with Ford Motor Company. I do not accept Mr[redacted] response that I “the customer” am somehow to blame, a liar trying to cheat the dealership out of something.

Review: Suv was there over four times for the same problem, each time it broke down shut off it did not start had it at the shop over over over but they fixed the problem so they say, charge me everytime

but same thig over over over problem after problem gets worse everytime car dose not work they fixed nothig four times same problem everytime more problems all paper trailed same problems over

over over they fixed nothing but charged said I was crazy. I gotta get a lawyer... worst service dept. ever worst mechanics ever. car wont run wont start steering locks up tire light always on fix car lights

on all types of lights etc. but they say oh its fixed but yet same problems over over its not fixed never fixed from 1st time its 4th time still broke a little help or fix it yeah right lawyer up time, sorry computers messeed up to type is little hardDesired Settlement: car of same value that works.......

Business

Response:

First, I would like to clarify that [redacted]'s vehicle was serviced at our Chevy store, although his complaint is filed against our Ford store.We have made multiple attempts to contact [redacted] regarding his complaint and have not received any response. On Febrruary 19, 2014 the vehicle was towed to our shop at the customer's request to diagnose a battery light and no power concern. The alternator was replaced and the battery tested ok, correcting the concern. The customer also requested to have 4 valve stems replaced because they were leaking. We found that the tire pressure monitors were missing, most likely removed whenever tires were replaced last, so we recommended replacement. Customer only approved the installation of two sensors, parts were ordered and installed on March 21, 2014. As a courtesy to the customer, we agreed to allow [redacted] to make payments for this repair. He has not fulfilled his obligation and still owes $259.13. The customer's complaint that the tire light remains on is due to only replacing two of the sensors. We would be willing to discount the installation costs of the two additional sensors but the customer does not call us back, only wants to threaten with lawyers. We are willing to replace the two additional sensors at a 50% reduction on the labor costs, if not, we would like to get paid for the repairs he has previously authorized.