Glenn Jones Auto Center

We faxed in a response on the 23rdDid you not recieve it??

Thanks for the opportunity to respond to the referenced claimAttached you will find all of the service's that have been provided by *** and Glenn Jones Ford in an attempt to please *** and *** ***We would like to work toward
resolving the *** concerns, but in reviewing the attached repairs, you will see we have tried and so has *** A few things that were not noted by the customer but you should be aware of1) *** or Glenn Jones Ford has paid for all deductibles, balances of rental cars, and had offered to reduce pricing of work still needing to be performed2) Rental car provided on 14th of June 3) Note on the 2nd of Aug 2013, Ford paid their monthly payment4) On 4th Dec the FSE (Field Safety Engineer) from *** addressed the vehicle and reviewed all of the notes and found nothing that was not un-common with this vehicle5) Not noted on the list of repairs, Ford gave them at no cost a Premium coverage extended warranty6) Also not noted, *** gave them a PIN number which would allow them to purchase at a discounted price.There are several items in the *** complaint that are not accurateAfter working with the customer, *** referred them back to Glenn Jones Ford to find resolutionsThe most recent issue were interior parts that have been broken (that is what the customer told ***) and they are not covered under warranty and would be the customers responsibility to repairWe offered discounted pricing to help them, but they did not give the authorization to fix at discounted pricingOur service advisor has communicated with *** *** on a regular basis and felt he had handled the problems and gave them resolutionsThe day that *** (Sales Manager) spoke with them, I was also at the table and discussed the same issues with them never refusing to speak with themI don't feel that anyone has ignored them or tried not to help, the vehicle has the best warranty that *** has to offer and our techs use the Information from *** to complete the repairsWe never want a customer to have a poor experience with a vehicle or usIt is obvious that the *** have frustration with their vehicle which I apologize for the problems they are having, but I really feel our team has work extremely hard on finding resolutions

Thanks for the opportunity to respond to the referenced claim. Attached you will find all of the service's that have been provided by [redacted] and Glenn Jones Ford in an attempt to please [redacted] and [redacted]. We would like to work toward...

resolving the [redacted] concerns, but in reviewing the attached repairs, you will see we have tried and so has [redacted] A few things that were not noted by the customer but you should be aware of. 1) [redacted] or Glenn Jones Ford has paid for all deductibles, balances of rental cars, and had offered to reduce pricing of work still needing to be performed. 2) Rental car provided on 14th of June 2013. 3) Note on the 2nd of Aug 2013, Ford paid their monthly payment. 4) On 4th Dec 2014 the FSE (Field Safety Engineer) from [redacted] addressed the vehicle and reviewed all of the notes and found nothing that was not un-common with this vehicle. 5) Not noted on the list of repairs, Ford gave them at no cost a Premium coverage extended warranty. 6) Also not noted, [redacted] gave them a PIN number which would allow them to purchase at a discounted price.There are several items in the [redacted] complaint that are not accurate. After working with the customer, [redacted] referred them back to Glenn Jones Ford to find resolutions. The most recent issue were interior parts that have been broken (that is what the customer told [redacted]) and they are not covered under warranty and would be the customers responsibility to repair. We offered discounted pricing to help them, but they did not give the authorization to fix at discounted pricing. Our service advisor has communicated with [redacted] on a regular basis and felt he had handled the problems and gave them resolutions. The day that [redacted] (Sales Manager) spoke with them, I was also at the table and discussed the same issues with them never refusing to speak with them. I don't feel that anyone has ignored them or tried not to help, the vehicle has the best warranty that [redacted] has to offer and our techs use the Information from [redacted] to complete the repairs. We never want a customer to have a poor experience with a vehicle or us. It is obvious that the [redacted] have frustration with their vehicle which I apologize for the problems they are having, but I really feel our team has work extremely hard on finding resolutions.

We faxed in a response on the 23rd. Did you not recieve it??

We sincerely aplogize for any inconvenience. Our internet software provider has since corrected issues concerning the advertising of our powertrain protection plan. 

Our powertrain protection plan has never included models with diesel engines.

Again, we...

apologize for any inconvenience.

Thanks,

Terry B[redacted]

Customer Service Manager

Review: While searching for a new (used) vehicle for myself, I came across a Ford F-250 diesel pickup advertised by Jones ford on their website. In the description of the vehicle, it states multiple times that the vehicle qualifies for lifetime power train protection plan offered through Jones ford. When I contacted Jones I was told it was a mistake, wasting mine and im sure multiple other shoppers time. They assured they would fix the problem but it still remains on their webpage. They say that they never offer power train protection plan on diesel vehicles but every diesel vehicle I saw on their webpage offered the plan. It is very deceiving, and if I had not inquired about the plan, I would have wasted more time and money traveling to see the vehicle personally.Desired Settlement: Honor the power train protection plan on the desired vehicle

Business

Response:

We sincerely aplogize for any inconvenience. Our internet software provider has since corrected issues concerning the advertising of our powertrain protection plan.

Our powertrain protection plan has never included models with diesel engines.

Again, we apologize for any inconvenience.

Thanks,

Terry B[redacted]

Customer Service Manager

Review: In March 2013 my family purchased a brand new vehicle from Jones Ford. This was our second purchase from this dealership. From Day 1 of leaving the lot we have had issues with the vehicle include paint bubbling, fuel line of gas tank leaking while we were driving on the highway (which we later found out was recalled), numerous defective parts replaced and most recently the replacement of an air compressor due to an over idling of the engine (which has not been resolved). Naturally we never would have expected to have so many issues with a brand new vehicle in such a short time. We have continually worked with the Glenn Jones service to resolve these issues and even contacted [redacted] to get assistance with resolution. After all of these issues and working with the Executive Offices of Ford it was concluded that some of the issues could not be resolved and we were referred back to the dealership to find resolution. [redacted] ensured us that Glenn Jones Ford would work with us to find a solution. We went in to talk with the General Manager, he refused to speak with us and we were referred to the Sales Manager [redacted] who ensured us he would do "whatever it takes" to help us resolve our issues even if the vehicle was out of warranty. Since talking with [redacted] we have involved [redacted] because even [redacted] did not prove to hold up his promise of good customer service. We never received resolution or even a follow up phone call. With the service department we have experienced negligence in servicing our vehicle and still been given no satisfactory solutions to our overall concerns. Our last attempt for resolution was to work with Glenn Jones to get into another vehicle as suggested by [redacted]. We again were ensured by [redacted] that a sales rep would contact us to help us through the process. It has been over 2 weeks and still no one from the dealership sales has contacted us to even apologize for our experience. I feel that the value of this investment has not been received from Glenn Jones Ford. Their service tech, service manager, sales manager and sale representative are all aware of the issues we have encountered since day 1 of purchase and at this point I question the business practices of Jones Ford. I feel we were sold a defective vehicle and I am disappointed in the lack for customer service displayed to me and my family. We spent thousands of dollars to purchase peace of mind from a reputable dealer. We value the relationships we develop with local businesses and choose to spend our money accordingly. We assumed as a return customer we would receive the same value and respect. At this point I would only like an officer of the company to contact me for resolution on this matter. I feel there has been a lack of attention to this matter when it could have been resolved before now.Desired Settlement: I would like to see an apology from the Executive Staff of Glenn Jones for our experience and poor customer service. And I would like to see some type of value exchange for the difficulties we have had with resolving these matters and lack of peace of mind in purchasing a new vehicle.

Business

Response:

We faxed in a response on the 23rd. Did you not recieve it??

Business

Response:

Thanks for the opportunity to respond to the referenced claim. Attached you will find all of the service's that have been provided by [redacted] and Glenn Jones Ford in an attempt to please [redacted] and [redacted]. We would like to work toward resolving the [redacted] concerns, but in reviewing the attached repairs, you will see we have tried and so has [redacted] A few things that were not noted by the customer but you should be aware of. 1) [redacted] or Glenn Jones Ford has paid for all deductibles, balances of rental cars, and had offered to reduce pricing of work still needing to be performed. 2) Rental car provided on 14th of June 2013. 3) Note on the 2nd of Aug 2013, Ford paid their monthly payment. 4) On 4th Dec 2014 the FSE (Field Safety Engineer) from [redacted] addressed the vehicle and reviewed all of the notes and found nothing that was not un-common with this vehicle. 5) Not noted on the list of repairs, Ford gave them at no cost a Premium coverage extended warranty. 6) Also not noted, [redacted] gave them a PIN number which would allow them to purchase at a discounted price.There are several items in the [redacted] complaint that are not accurate. After working with the customer, [redacted] referred them back to Glenn Jones Ford to find resolutions. The most recent issue were interior parts that have been broken (that is what the customer told [redacted]) and they are not covered under warranty and would be the customers responsibility to repair. We offered discounted pricing to help them, but they did not give the authorization to fix at discounted pricing. Our service advisor has communicated with [redacted] on a regular basis and felt he had handled the problems and gave them resolutions. The day that [redacted] (Sales Manager) spoke with them, I was also at the table and discussed the same issues with them never refusing to speak with them. I don't feel that anyone has ignored them or tried not to help, the vehicle has the best warranty that [redacted] has to offer and our techs use the Information from [redacted] to complete the repairs. We never want a customer to have a poor experience with a vehicle or us. It is obvious that the [redacted] have frustration with their vehicle which I apologize for the problems they are having, but I really feel our team has work extremely hard on finding resolutions.

This business is anti-hispanic. We were spoken to rudely, when we tried to walk out, we were yelled at and told we wrong and rude for speaking spanish to each other to communicate how rude one of the saleperson was with us. When we called to complain we're told by one manager that it wasn't true what happened, no one else has called us back who is in charge, they haven't cared how we were treated and I really feel like they don't like people that speak another language, I came for buying a car and was yelled at out the door with my whole family there and they did nothing. Nothing means acceptance and agreement to what happened to us.

Review: Jones Sales lot and worked with Andy in purchasing the Dodge Journey.

At the time our old vehicle was still at the Service center across the street, with my personal belongings in the car still. Because we had my granddaughter with us at the time of purchase, we tried to get everything completed with the purchase within a reasonable time frame. I did go back to the Service center across the street and pick up my granddaughter’s car seat, but left other personal belongings in the car. I discussed with Andy that we were in a hurry to get going as my granddaughter was getting anxious and he explained that after the Service center brought the car over he would collect my personal belongings. He explained that he would let me know when he had collected them.

Within those personal belongings were a license plate frame, car sunshades, and the most personally valuable, a customized license plate from South Dakota that was received from a family member. This license plate cannot be purchased or replaced.

In addition to not receiving my personal belongings back, which caused me to submit this complaint; we also have been waiting to have a radio antenna replaced on the vehicle since we purchased it. When I contacted Glenn Jones regarding the antenna replacement, they stated they had ordered it, and continued to make excuses as to why the antenna had not been received yet. I have yet to have the antenna replaced.

A week or so after purchasing the vehicle, we noticed that the car made a weird sound while driving down the road. Upon inspection of the tires on the vehicle, they were not aligned properly which caused the tires to wear incorrectly. I had the tires replaced and an alignment completed, but this should have been done prior to me purchasing the car. I paid out of pocket for the replacement tires and alignment.

When I asked to speak with a manager at this location, I was advised that all the managers had quit and there was no one above the Sales representatives I could speak with regarding my concerns.Desired Settlement: To make this situation right, I am requesting reimbursement for my lost personal belongings, totaling $200.00, the Antenna be replaced and reimbursement for my out of pocket cost to replace the tires and have an alignment performed, totaling $560.00.

I would also like a formal apology from Glenn Jones for the whole experience.

Review: Originally for sale auto consignment 7000. they called saying buyer wants to pay less, I told them 6750 lowest I go, buyer bought it 6750. its a scam buyer paid more. I got a check for 6700 shorted $50. contract says 7000. verbal over phone says 6750, I got paid 6700 not fair.I have sent voicemail and emails with no response.Desired Settlement: $50 dollars

Business

Response:

To whom it may concern,

First I’d like to apologize in advance for any miscommunication Mr. [redacted] feels he had with us. If he had contacted myself, or another manager upon receiving his check we would have been happy to handle his matter immediately. We appreciate his business and would hope with this resolution we’ll be able to see him again at one of our dealerships.

Our consignment agreement clearly states any selling price above the sellers agreed to amount will pay the dealership a commission at 100%. However in this, and most consignment instances the commission to us was minimal and I believe the tax, title, license and fees the seller paid may have caused Mr. [redacted] to believe we made more than a few hundred dollars on his Toyota. We were able to obtain top dollar for Mr. [redacted], and on a 12 year old, 150K+ mile truck. Additionally prior to consigning it with us, he was unable to sell on his own. I personally had to contact Mr. [redacted] requesting he cancel his personal online advertisements as it not only conflicted with the dealership advertisements but also broke the consignment agreement.

In early October, one of our sales associates, [redacted] contacted [redacted] via phone regarding the net price he required for his Toyota Tacoma. [redacted] had a cash buyer interested and asked [redacted] if he’d accept a net check of $6,500 from the dealership. [redacted] understood [redacted] response and counter was $6,700 not $6,750. Shortly after making the deal, [redacted] followed up with [redacted] informing him a check would be cut. There is, or was no scam and I’m sorry Mr. [redacted] feels that way as we offer consignments as mainly a way to help local residents in the community sell their vehicles and not because of a large profit margin.

Though we do not believe there is any evidence to suggest anyone intentionally shorted Mr. [redacted], and we believe he was paid as he agreed over the phone, we do not want him to hold any negative feelings towards the transaction he had with the dealership. In addition, if there was any error made, we would certainly wish to correct it. As a result, we will happily send him a check for the additional $50 if that will correct the misunderstanding. I’ve already requested a check be cut and would encourage Mr. [redacted] to contact me personally if there is anything else I can do.

Thank you

Store Manager

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Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,