Geweke Ford/Kia

Ms [redacted] purchased the vehicle traded in on 2/18/and purchased a service warranty, Expresscare Sealant product and Skylink device for her vehicleIt was purchased and registered in her name onlyA month later on 3/23/she cancelled her warranty and other productsThe refund for those cancellations went directly to her lenderIn looking at the paperwork, it looks to me as though Skylink was likely not installed because she may have thought she cancelled that purchase as wellHowever, Skylink is not a cancellable productThe attached Skylink Sales contract that Ms [redacted] signed clearly states that by her signature, she is responsible for and agreed to make arrangements to have the system she purchased installed and activated within days of purchase or lose the benefits under the guaranteeThe only reason the dealership offered a cancellation option in this isolated case was as a goodwill gesture to help the [redacted] ***s with the $down payment they are obligated to pay Geweke FordA sales representative would never have any way of determining whether a customer had cancelled a warranty on vehicle purchase that happened years agoThat is information only a warranty clerk would have access toThe sales representative did his job; he showed the customers what was necessary as a down paymentIn the course of discussion, he asked questions regarding the vehicle traded in and presented the possibility of a refund (not a rebate) to help the customers with the down paymentAt no time did he indicate the down payment would not be due in the event no refund was forthcomingBecause refunds are figured by the insurance companies, there’s even a clause right on the cancellation agreement the [redacted] ***s signed stating that regardless of what (if anything) the company sends in the way of a refund, the customer is responsible to sign over the amount of the down payment and/or pay any differenceEmotions and opinions aside, the fact is a legal and binding contract was signed by Mrand Mrs [redacted] ***, reflecting their agreement to pay an $deferred down payment along with their check for $to further secure that paymentCurrently, the funds from a Skylink cancellation that normally wouldn’t even be refunded has covered that payment for themWould Mrand Mrs [redacted] prefer that we refund them the $we withheld and process the check they gave us instead? If that’s the case, and their check does not clear, they must understand that we will pursue the amount of the check plus damages

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

We apologize (and have repeatedly) for the situationOur smog machine wasn't communicating properly with the customer's vehicleThe $was refunded to the customer and we are very sorry for the miscommunications

When Mr& Mrs*** *** purchased their vehicle from us, we clearly disclosed the down payment of $We did try to help them by cancelling the warranty on the vehicle they were trading inMrs*** *** never mentioned she previously cancelled the warranty, and proceeded to fill out and
sign a warranty cancellation formWe set up $as a down payment that was to come from the warranty cancellationThey gave us a check for that amountUnfortunately, Mrs*** *** did not let us know she had already cancelled the warranty in I don't think Mr*** *** had knowledge of her having cancelled the warranty, as he was not on the loan or the registration of the vehicle traded inWhen I spoke with Mrs*** *** about the situation, she indicated she understood all that happened and stated, "I guess it was just a misunderstanding between my husband and you guys." We will not be refunding the $800.00; all the supporting documents signed by Mr& Mrs*** *** including their sales contract reflect this money was clearly set up as a down paymentSincerely, Brett Geweke Geweke Ford

An explanation and an apology from the dealership owner would be nice

In we replaced spark plug number on the complainant's Fwith 174,milesAt the time, we recommended he replace all the spark plugs but he declined and had just the #replacedTwo years later we replaced spark plug #The Fthen had 213,milesThe two repairs were
not related (besides the fact that we recommended replacing all the plugs on his first visit)Both times we repaired the vehicle to working conditions as he requested.As a dealership we cannot create recallsThe complainant will need to contact Ford Motor Company to pursue that

Response:It does not look like the Dodge Grand Caravan has been in our service center since it was purchased in January It seems odd to me that the vehicle has already gone through sets of tires and brake changesWhen Mrs *** purchased the vehicle, she also purchased a year/48,
extended service contractMy question to Mrs *** would be, did the service center that fixed her alternator and computer try to get it covered under her extended service contract? Unfortunately the latest repair, appears to be a recall from the manufacturerAs a dealer, we have no control over thisI would be willing to give Mrs *** a great trade in value for her vehicle if she wanted to get into a different vehicleThanks.*** *** *** *** **
*** *** ***

Here's the information you requested. I'd also like to pass along to *** that if or when she does trade it in, she won't be making payments on the van anymore. She can also cancel her warranty which she will receive a refund on the unused time or mileage. Please let me know if you need anything else from me. Thanks.*** Geweke

I am rejecting this response because:there was never an agreement to leave an additional $as a down paymentThe $was left under the assumption that the sales Representative did his job and didn't just blindly guarantee that a rebate was thereI specifically told the service Representative that I was not in agreement of leaving an additional down payment, and that is when he approached me with the rouse of a warranty rebateI agree it is my fault for trusting the service representatives involvedAlong with the $Skylink GPS system they did not install, Larry Geweke has not only lost my business, but my family and friends businessWhen I spoke to not only Mr*** Geweke, but two of his sales managers they all stated that all the responsibility of telling them my wife had canceled her warranty and that we were the ones that should have followed up on the installation of our GPS systemThat to me shows complete disregard for their customers!

We apologize for the inconvenience and emotion that this createdIt was a miscommunication on our part to not clarify what an appointment stands for in our businessWe take our appointments and customers very seriously
but never do we consider a vehicle sold until the customer drives and commits to the purchaseOften times customers miss appointments, so we never represent them as a saleIn hindsight, it is clear we could have taken a different course of action in our communicationHowever, we represent sales and vehicles on a first come, first serve basisWith this in mind, it would have been just as unfair to the other customers who walked on to our lot earlier that morning and wanted to purchase the same vehicleGiven the difference in story between the two sides on timing, it's clear that we will not agree on the situationHowever, again, we apologize for the inconvenience and perception you had based on the sale of this vehicleYour experience is far from how we strive to treat our guests on a daily basis

I am rejecting this response because: Yes the last repair was a manufacturer recall and yes the warranty covered the alternator but did not cover the cost of the computer which out of pocket for me was $I have receipts to prove that I have had to change the brakes and tires twice and like I said all of these issues have occurred in less then a yearI did bring my car into *** Gewekes service center once for the free oil change and at that time the tech that was helping me said that the brakes at that time were so bad that he was uncomfortable letting me leave and I had to sign a release form this was just a few months after buying my car I am not interested in trading my car in to get into something different I can not afford to pay on the remainder of this car loan and a new one. What I am interested in is being refunded so that I can go else where to get a reliable car. Thank You

I am rejecting this response because: I feel like I was sold a lemon and I want my money back or maybe *** Geweke Ford can put my vehicle in their shop and fix everything for free and provide a rental car for the entire time my car is in their shopMy brakes are going out again so clearly there is something wrong with the brake system and once again my engine light turns on and a few days later it goes off and this is after I just got it out of the shop. It is running rough I push on the brakes and the car shakesI am tired of dealing with all these issues and I want a reliable carThis car is a lemon

We apologize (and have repeatedly) for the situation. Our smog machine wasn't communicating properly with the customer's vehicle. The $300 was refunded to the customer and we are very sorry for the miscommunications.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  It is obvious that first come, first serve means "first on the lot".  I'm disappointed to hear that I would hope that people who scheduled an appointment would have priority over someone who walked on the lot.  When we have expressed interest in a car from other dealers in Roseville and Davis and have scheduled an appointment, the car has been set aside until we had a chance to drive it and make our decision.  People who walked on the lot were told that an appointment for that car existed and they were either shown other cars or encouraged to come back or asked for a method to contact them to let them know if the car was still available.  This consideration demonstrates a business with integrity and excellent customer service.

Ms. [redacted] purchased the vehicle traded in on 2/18/12 and purchased a service warranty, Expresscare Sealant product and Skylink device for her vehicle. It was purchased and registered in her name only. A month later on 3/23/12 she cancelled her warranty and other products. The refund for those cancellations went directly to her lender. In looking at the paperwork, it looks to me as though Skylink was likely not installed because she may have thought she cancelled that purchase as well. However, Skylink is not a cancellable product. The attached Skylink Sales contract that Ms. [redacted] signed clearly states that by her signature, she is responsible for and agreed to make arrangements to have the system she purchased installed and activated within 15 days of purchase or lose the benefits under the guarantee. The only reason the dealership offered a cancellation option in this isolated case was as a goodwill gesture to help the [redacted]s with the $800 down payment they are obligated to pay Geweke Ford. A sales representative would never have any way of determining whether a customer had cancelled a warranty on vehicle purchase that happened 3 years ago. That is information only a warranty clerk would have access to. The sales representative did his job; he showed the customers what was necessary as a down payment. In the course of discussion, he asked questions regarding the vehicle traded in and presented the possibility of a refund (not a rebate) to help the customers with the down payment. At no time did he indicate the down payment would not be due in the event no refund was forthcoming. Because refunds are figured by the insurance companies, there’s even a clause right on the cancellation agreement the [redacted]s signed stating that regardless of what (if anything) the company sends in the way of a refund, the customer is responsible to sign over the amount of the down payment and/or pay any difference. Emotions and opinions aside, the fact is a legal and binding contract was signed by Mr. and Mrs. [redacted], reflecting their agreement to pay an $800 deferred down payment along with their check for $800 to further secure that payment. Currently, the funds from a Skylink cancellation that normally wouldn’t even be refunded has covered that payment for them. Would Mr. and Mrs. [redacted] prefer that we refund them the $800 we withheld and process the check they gave us instead? If that’s the case, and their check does not clear, they must understand that we will pursue the amount of the check plus damages.

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

Review: I own a 03 f-150 with a 5.4 triton engine bought this truck around 2011 for 10,000 6 months later spark plug blows out one of the cylinders the one all the way against the fire wall had it towed to the ford dealership they advised the repair would run about 600$ repaired 2 yrs later another spark plug opposite side all the way back against the fire wall has it towed to the same ford dealership sat 12/20/14 mon comes and no call the I call them and they said they were short on service techs so they well call wendsday no call I call them Friday they call and tell me they don't have the tool so they would have to take engine out and then do the repair what?? How did you do the other side he said somthing about the welds the price will be 2,500 but our service tech has a tool at home he will bring in mon and my engine guy will look at it to see if it will work. They even told me it's common with these trucks looks online sure enough wow how could they get away with this please help us out and stop this it is a defectDesired Settlement: Fix this problom with spark plugs blowing out not to say the gas is still going through the cylinder and catch fire, is somebody going to have to get killed to get somthing done

Business

Response:

In 2012 we replaced spark plug number 7 on the complainant's 2003 F150 with 174,889 miles. At the time, we recommended he replace all the spark plugs but he declined and had just the #7 replaced. Two years later we replaced spark plug #4. The F150 then had 213,058 miles. The two repairs were not related (besides the fact that we recommended replacing all the plugs on his first visit). Both times we repaired the vehicle to working conditions as he requested.As a dealership we cannot create recalls. The complainant will need to contact Ford Motor Company to pursue that.

Review: My 84 year old mother wanted to purchase a certified pre-owned Ford C-Max. I located one online at the Geweke Ford dealership in Yuba City, CA. I contacted the dealership via email and text and over a period of days, negotiated the price we would pay and scheduled an appointment to view and test drive the car. My brother who lives in Corning, CA, picked up my mother who lives in Willows, CA, My husband and I drove from Woodland and we all met at the dealership at our appointed time. We inspected and test drove the car and indicated we wanted to purchase the car. So we all went inside to wait for them to call us to complete the necessary paperwork. Shortly thereafter, one of the sales managers informed us that they had sold the car while we were there. My mother cried. Art Lopez's behavior was very disrespectful and demonstrated an extraordinary lack of integrity.Desired Settlement: no settlement requested. There is nothing that could make up for the way we were treated.

Consumer

Response:

An explanation and an apology from the dealership owner would be nice.

Business

Response:

We apologize for the inconvenience and emotion that this created. It was a miscommunication on our part to not clarify what an appointment stands for in our business. We take our appointments and customers very seriously but never do we consider a vehicle sold until the customer drives and commits to the purchase. Often times customers miss appointments, so we never represent them as a sale. In hindsight, it is clear we could have taken a different course of action in our communication. However, we represent sales and vehicles on a first come, first serve basis. With this in mind, it would have been just as unfair to the other customers who walked on to our lot earlier that morning and wanted to purchase the same vehicle. Given the difference in story between the two sides on timing, it's clear that we will not agree on the situation. However, again, we apologize for the inconvenience and perception you had based on the sale of this vehicle. Your experience is far from how we strive to treat our guests on a daily basis.

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.

It is obvious that first come, first serve means "first on the lot". I'm disappointed to hear that I would hope that people who scheduled an appointment would have priority over someone who walked on the lot. When we have expressed interest in a car from other dealers in Roseville and Davis and have scheduled an appointment, the car has been set aside until we had a chance to drive it and make our decision. People who walked on the lot were told that an appointment for that car existed and they were either shown other cars or encouraged to come back or asked for a method to contact them to let them know if the car was still available. This consideration demonstrates a business with integrity and excellent customer service.

Review: Dear Management:

I am writing as a last resort due to the overall experience I have received and continue to deal with at this location. I have purchased several cars in the past and had always received great service and customer satisfaction which is the reason I decided to purchase a Chevy Aveo 2009 on July 1, 2014.

To begin, once the purchase was made the sales team guaranteed a warranty for the vehicle given a specific time frame. There was not an owner's manual and I brought this to the attention of your staff. It was made aware that someone would handle the request and would contact me once it was available for pick up. To this day, this has not been done nor have I received any more information on how to receive the above item.

I began having AC issues with the vehicle and needed to take care of this issue as it was the season where it is needed and the warranty was still in place. I called and was working with [redacted] in the service department who advised of the situation and the way to perform the service that was needed. I knew it was the AC unit because I had taken my car into a mechanic for an estimate and they advised me to take it back to the dealership. Once taken by Geweke, the team wanted to charge me a fee for diagnosing the issue when this was already known. I complained about this and this was dropped. The service team said they would order the parts and I would be able to take the vehicle in once prompted with the proper equipment.

On that note, I took the car in for a replacement on the AC on September 12, 2014 to have pictures taken of parts for the warranty department. My car was official held as of September 13, 2014 and I was promised my vehicle back in a few days once the parts were installed. To say the least, this was not the case. The sales team called me and advised me that it would take longer than expected as this is a Chevy and they were having problems with getting parts and Chevrolet to sign off on the agreement. Geweke proceeded with providing no ETA and a rental car to my use. I was not satisfied with this answer as Enterprise was now involved and because of the rental, I needed to put down my credit card information as well as a dollar hold for having the vehicle. I proceeded with this because I needed to continue to maintain my status with a vehicle for work and errands. I was also informed by [redacted], that coverage would extend and warranty would pay for all days of rental use.

Once the vehicle was in the hands of your company, I did not receive it back until September 30, 2014 due to the lack of proper customer service, communication, and business affiliations that are in store with warranty, other companies, and third parties. To say the least, [redacted] not only acted ignorant as a Service Manager but ignored the inquiries about the status of my vehicle. I had to speak with Ricky Estrada, Jen and Martha in order to receive any type of update or to get [redacted] to even have communication with me or to get him to answer a call/messages. The stress this was causing far surpassed the given situation and made it worse on another level. The given situation was understood, but the lack of comprehensive respect made my by your employees, who make your company, worsened the entire situation and credibility of the company as a whole.

I was told by your two different people on the team, Darren a service manager, and Anthony, a sales rep, this exact quote: "What do you expect, you purchased an old car." I myself work with people and affiliate with various companies and people on a daily basis. This is not something that you ever tell a customer no matter what the situation on hand. I always held this company to high standards and being treated to a less degree and then being told this absolutely crossed the line.

I have written a letter to the service team and still have had no response; the letter was written three weeks ago to try to gain a better understanding of the situation and the conclusion of what is going to to happen as I still have Enterprise holding my card, a deposit, and calling me to try to charge 2 days rental coverage to my card. I was promised verbally by [redacted], that the rental coverage was going to taken care of and to this day, the case is not closed. I still have not received another key or an owner's manual, no call back from the team, and no response to any of the complaints or issues that have occurred. I have been told by other members of your staff to simply take the vehicle back and get a refund, but this far extends in an easy way out.

I feel the company, management, staff and employees need to have a better understanding of what customers do for sales and the company. It is definitely a top down chain reaction that is occurring because management is allowing for this to happen. Reading other complaints online make me realize that I am not the only one who has been treated this way at this location and your sales reflect this as training and action needs to take place.Desired Settlement: As stated above, I would like to put a stop to the case in hand, receive communication from your team and management, and have your third party affiliations handled by the warranty department. Please feel free to reach me at ###-###-#### with an update or any information regarding the current situation as soon as this letter is received.

Respectfully,

Business

Response:

In response to the above noted claim, we would like to be able to contact the customer and resolve her issues. We have made multiple attempts to contact the complainant via phone and email correspondence. She has failed w return any of our calls. In the absence of her communications, we have taken the following steps to resolve her issues.

1) We have mailed the owner’s manual for her vehicle to her address.

2) We have acquired the second key but we need her vehicle to program it to work with her other key.

3) In reference to the deposit required by the rental car company, this is their company policy. As they are a 3rd party company, we have no control over their policies and procedures. It is our understanding that once the customer returns the rental car with no damage. The deposit will be returned in full.

4) We would like to refund the two days’ worth of rental expense to the customer. When she contacts us, we will give her a check.

In conclusion, we know the transaction was not ideal for the customer and would like to make amends with her. We will fulfill our promises as soon as we are able to get in contact with the customer.

Review: I purchased my 2012 dodge grand caravan from [redacted] Geweke Ford 11 months ago and I have already had to put it in the shop for two major repairs. The first time was July 2015 and it was to fix my alternator and computer which out of pocket cost me $1100.00 dollars. This car has left me stranded a total of 4 times where I have had to be towed. I have already put new tires on it twice and have had to change the brakes multiple times. The second major repair is scheduled for Monday 01/11/2016 its a manufacturer defect on a part in the engine which I guess has been recalled it will be in the shop for 2-3 days and my kids and I will be without transportation for those days. I work full time and have 4 children I need a reliable vehicle and this one has proven that it is not a reliable vehicle and in my opinion is a Lemon.Desired Settlement: I am hoping that this issue can be resolved by returning the vehicle to [redacted] Geweke Ford and in turn getting all of my money back that I put down and all of my money I have paid on it so that I can get a reliable vehicle.

Business

Response:

Response:It does not look like the 2012 Dodge Grand Caravan has been in our service center since it was purchased in January 2015. It seems odd to me that the vehicle has already gone through 2 sets of tires and 2 brake changes. When Mrs [redacted] purchased the vehicle, she also purchased a 4 year/48,000 extended service contract. My question to Mrs [redacted] would be, did the service center that fixed her alternator and computer try to get it covered under her extended service contract? Unfortunately the latest repair, appears to be a recall from the manufacturer. As a dealer, we have no control over this. I would be willing to give Mrs [redacted] a great trade in value for her vehicle if she wanted to get into a different vehicle. Thanks.[redacted]

Consumer

Response:

I am rejecting this response because: Yes the last repair was a manufacturer recall and yes the warranty covered the alternator but did not cover the cost of the computer which out of pocket for me was $1100.00. I have receipts to prove that I have had to change the brakes and tires twice and like I said all of these issues have occurred in less then a year. I did bring my car into [redacted] Gewekes service center once for the free oil change and at that time the tech that was helping me said that the brakes at that time were so bad that he was uncomfortable letting me leave and I had to sign a release form this was just a few months after buying my car. I am not interested in trading my car in to get into something different I can not afford to pay on the remainder of this car loan and a new one. What I am interested in is being refunded so that I can go else where to get a reliable car. Thank You.

Business

Response: