Gordie Boucher Ford Lincoln of West Bend

Dear Revdex.com, The money was refunded. Thank you

Dear Revdex.com, We called the consumer and was able to sell him a new truck.

Dear Revdex.com/Mr. [redacted],Unfortunately rebates that are offered by a manufacturer often have stipulations tied to them. In this case the 1500 trade in rebate you need to finance thru Ford. Currently the vehicle is online at $19,992. The other rebate is the $500 college grad. Even though our guest doesn't...

qualify for the college grad I will extend the $500 discount and apply additional $300 for his trade. The price would then be $19,192. Thank you for the opportunity to re-earn your business.Regards,[redacted]

Review: Failure to fix brake problem with the car after 3 days of purchase date.Desired Settlement: Repair the car the right way.

Business

Response:

Dear Revdex.com/Mr. [redacted],

Review: I took my truck in for repairs when I received in back I had A damage inter cooler raditor.both front tires have cuts in them.Desired Settlement: I would like them to explan to me why they think they didn't damage my truck

Business

Response:

Dear Revdex.com, We called the customer to verify his concerns. Through our discussion realized he had work done at another repair shop.

Review: I originally expressed interest in purchasing a 2010 Ford Mustang Shelby GT500 from this dealership at a price of $36,000. [redacted], the first salesperson I deal with, tried to work my price up. During the sales process I told [redacted] that I needed to know if there were any issues at all with the vehicle, even the littlest of cosmetic flaws. [redacted] expressed that there was really nothing to disclose, that the car was extremely clean. I pointed out some cosmetic markings I saw in photos to him, which he quickly dismissed as being either from water from a wash, from cleaner used to clean the interior, or simply oxidation on the brake rotors. Given that [redacted] insisted that the car was immaculate, I still asked him to verify in writing a number of things before we finalized the deal.

Exhibit 1 [redacted] responded in writing with:

Exhibit 2

The car was delivered sight unseen for medical reasons, otherwise I would have normally gone to see it and inspect it myself. I made it very clear to [redacted] that I was reliant on him to disclose any issues that exist with the car, and that the only reason I was flexing on my initial offer was because of the condition that was being relayed to me. Upon receiving the vehicle, I began noticing a number of undisclosed issues with the car, both cosmetically, and functionally. Unfortunately I simply did not have enough time upon delivery to really find these issues, as the delivery driver had another location to get to, and was in such a rush that he even failed to take me through the Ford Sync process and link with my phone. Despite that, I began emailing and phoning in to discuss issues with the vehicle that evening, within 12 hours of receiving the vehicle.

I expressed to the dealer that I had interest in exercising my right to cancel the transaction because of what I had already found, I even filled out the paper that they gave me disclosing the right that evening. When I spoke to the dealership about some of the immediate issues I noticed [redacted] insisted that any issues would be taken care of, and relayed me to his manager [redacted] also promised the same. Obviously it was a mistake to try to work things out with the dealership directly, as they apparently were simply looking to stall me as long as possible to avoid having to cancel the transaction, while doing the bare minimum to address some of the issues that were not disclosed.

I have lost a considerable amount of time and money due to having to address some of the issues on my end. Even after several visits to local Ford dealers for service there is still a laundry list of issues that still exist, and were not disclosed. Among them is undisclosed damage to two of the rims on the vehicle, both on the left side, when it turns out that the rims themselves cost $1,723.45 each to replace to meet what the condition that was disclosed to me. Beyond that, there's still an issue with dust all around the vehicle that I've been trying to clean up myself, there's still some noise during turns, the front tires have less tread than the rears (when I was under the impression that the tires were new), there are minor scratches and chips in the vehicle paint, there are permanent fine scratches in the center console, the radio lcd panel has permanent staining / scratches on the edges, and there is a musky / smokey smell to the vehicle. This is on top of the issues that have already been addressed by local service centers - the control arms, the passenger side airbag (panel primarily), and a new alignment.Desired Settlement: Before I realized that there was also some damage to the front left wheel (which existed at delivery, it can be seen in a walk-around as the car was being dropped off), I had offered to settle on the issue and waive the dealership of present/future issues for $1,250, or for a cancellation of the deal / pick-up at West Bend Boucher's expense. They've chosen to not take me up on either. [redacted], the dealership GM, suggested that he would see if he could potentially get the wheels repaired, but I expressed concerns about matching / quality, and of course the impact on value should I ever go to sell the car. When [redacted] followed up on this with me, he offered either a car detail (which he had already been promising for weeks), or the rim repair, not both. Given the value of the rims, I do not even think that the repair is a fair option, as after looking into it further it would not match the paint used on the Shelby collector rims, and would most likely not be of the same quality. The car should have been delivered to me in the condition that was advertised and described.

At this point I believe that Boucher should either take the vehicle back all expenses paid, or provide me with a refund that reflects the value of the damaged rims, the detail job needed to address the dust and smell, the paint scratches and nicks that weren't disclosed, the scratches / staining in the center console and radio panel, and the time and money that I have lost addressing other undisclosed issues with my local ford dealerships.

Business

Response:

Dear Revdex.com,

Review: On the phone, [redacted] Stated that the sale price listed on the internet included $500.00 in rebates I was not eligible for. He also stated that I was eligiable for an additional $1500.00 rebate because I was a Ford Ranger owner. He stated no other issues. Therefore, for a new white 2013 (Yes, it was new but had been on the lot over a year)F-150, I was given the following price:

Online Price: $19,992.00

Plus: $500.00

Minus: $1500.00

Total: $18,992.00

In addition, they would take off however much my Ford Ranger is worth. [redacted] rates the trade in Value of my Ford Ranger at $900.00. This means the agree total would be no higher than $18,092.00. So we drove 35 miles one way, and wasted two hours on a Sat. morning to go to meet Al who first tried to get us to fiance the car through them with Landmark Credit Union, where we were already pre-approved. We declined. He went to his manager, [redacted], and returned telling us we would lose a $1500.00 rebate if we did not go through Ford Credit. He also said he would only give us $200.00 for my Ranger. So the offer they gave us was:

On line price: $19,992.00

Plus: $500.00

Minus: $1500.00

Plus: $1500.00

Minus $200.00(Trade in)

Total: $20,292.00

They would not negotiate at all. Upon saying we were leaving, we had to wait 5 minutes for my Ranger key, and he returned with [redacted], who clearly had not taken the time to find out what the problem was. He said they had someone else who was willing to buy the truck, even though it was promised to us, and when we said we had driven 35 miles to get there, he sarcastically said "Have a nice ride home."Desired Settlement: I expect to get a brand new F-150 for $18,092.00 as promised.

Business

Response:

Dear Revdex.com/Mr. [redacted],

Review: We purchased our vehicle on Nov. 7th, 2015, agreed to terms to fix back latch and replace the two front tires with Goodyear wrangler tires of the vehicle. The promised pick up date of vehicle was to be Tue. Nov 10th, we called to make sure our vehicle was ready for pickup which it was not. Luckily we called because we live 1 hour away from dealership. They proceeded to tell us that they do not make the tires promised anymore, which upon further investigation we found this not to be true,they certainly do make the tires. They never gave us the brand of tires promised.The dealership never tried to contact us to let us know our vehicle was not ready. We called again on the 11th to see if our vehicle was ready, which then we found out that they didn't put the new tires on the back and instead put them on the front. Which being a auto/service department they should know that the new tires go on the back and the back get moved to the front. When we finally picked up the vehicle the back latch that was promised to be fixed was not fixed and they refused to fix it stating that it is not a safety issue. By the 20 th of November we started to hear a ticking in the engine which our mechanic informed us that it is the lifter in the engie and a banging or slipping in the transmission. On Dec. 4th my wife came home and noticed pink fluid leaking from the front of the vehicle. Seeing that we need this vehicle daily we couldn't drive it all the way up to West [redacted]d. We brought it to our mechanic, which we then had to replace the water pump, the oil pan, and the brake line from front to back. Which cost us 1102.80, even before our first car payment was due. These issues were never disclosed to us upon purchase of the vehicle. We were never given the Wisconsin Buyers Guide, which showed that everything on the vehicle was in working order and there were no safety issues. Um the brake line is a safety issue in my eyes and our mechanics. We called and requested a copy from our salesman [redacted] on Thursday Dec 10th and he stated that he would send it out. By Thursday Dec. 17th we still had not received the Wisconsin Buyers Guide promised to us. We were quite upset between being promised something and paying over $1,000.00 for repairs and never being communicated with we decided to drive up to the dealership an hour away. When we got there, there was about 10+ salesman just sitting around and the whole dealership was empty. We found [redacted] our salesman and like usual he made excuses instead of getting us answers. When asked why he did not send the buyers guide we requested he made some excuse that he doesn't deal with that but the secretary takes care of that. Well if she does why didn't he tell us this when we called in the first place. We requested that we would like them to reimburse us the money that we had to spend to fix the vehicle that was checked off from their mechanic stating that everything was safe and in proper working order. He again like the weasel that he is, said he would get a manager to help deal with the situation. That is when [redacted] came into the picture, stating the he was the manager. Which, I believe he was just another one that was blowing sunshine up our butts just to get us out of there. He agreed that he would reimburse us for the oil pan and the brake line, which was a total of 600.00. He stated that he wasnt able to reimburse us for the water pump because they had no idea when that would go out, which my mechanic told us a well. I was satisfied with the proposal. He promised us that we would get the money. He stated that he would not be in on friday the 18th, but told [redacted] to take care of it on Friday. Which it is the 23rd and we have not received our check as promised. He also asked us what would make us feel more comfortable about the sale of this vehicle. He suggested that he could offer us a 12,000 mile power train warranty at no extra charge or for us to give back the vehicle and he would try to find us something comparable. He did state that he needed to talk to another manager. He stated that he was not in the following day Friday the 18th, but that he would get a hold of us either Saturday the 19th or Monday the 21st. It is now Wednesday Dec 23rd and we have not received either. I do not appreciate getting lied to and not being communicated with when promised something. We put all of our money into the sale of this vehicle and I expected the dealership to be honest with us, instead we were given poor customer service and lost confidence in the product we were sold.Desired Settlement: They should refund us the money that we spent fixing a problem that they should have taken care of before the vehicle was sold.

Business

Response:

Dear Revdex.com, Mr. [redacted], We paid for the repair on Mr. [redacted]'s vehicle.

Consumer

Response:

Review: Went to buy a 2016 Ford Focus. Was will to pay list price and at the end of the deal, they required that I purchase $1,975 "paint and interior" protection package.

It is a limited availability vehicle, so they tried to add this to the price to make more money, instead of just being up front and saying that they wanted to add a "market markup" due to limited availability.Desired Settlement: Honor the list price of the vehicle as published.

Business

Response:

Dear Revdex.com, The additional market up is an accessory package added to the car.[redacted]

I bought a 2003 Ford F350 7.3L power stroke Diesel dually from Gordie Boucher in West Bend WI. I drove the truck home and to work when the seal blew out of the rear differential on the truck. I had to tow the truck to a transmission shop for repairs and they told me the dealer put an seal in and it was not torqued correctly , the gears were in bad shape and needed replacing. the bill for the towing and repairs was $2,200, when I called them the manager , he told me do you understand what as is means! They did sent me a check for $700. Since then I had to replace the glow plugs, valve cover gaskets, glow plug solenoid, all four shocks and the exhaust. They told me it was safety checked and the only thing wrong was cam position sensor that they changed!

Review: I recently purchased a 2009 Lincoln MKZ from Gordie Boucher in West Bend. The paperwork states the car was totally inspected. After taking possession of the vehicle I noticed a creaking from the driver door. I wrote my sales person and was told it could be due to the cold. Never heard such a thing and asked her to please as the service department. I was told to bring it in. I asked if it would be covered under my warranty and did not receive a response. A week passes, snow develops and find the the car would slide in the snow and was hard to stop. I started using a friend of mines car because I was nervous driving it on snow and ice. I shopped for tires and purchased a set for a tune of $855 with an alignment and was told the front rotors were wrapped and why the long stops and shimmy. To repair it the cost would be $350. I wrote the [redacted] there at Gordie Boucher who was my first contact person from the start and was told to speak to [redacted] who was the used car sales manager whom it was explained too. [redacted] called me and left a message because I was at work that Friday and that he would be there Saturday. I called Saturday, left a message no response back. I wrote the [redacted] again that Monday and was told he did not go in that Saturday to call him again which I did and was told he was on a call and left another message. The next day no call back from him and left another message and no call back. At that point I was upset and wrote Tom again who is the [redacted] and was told he mentioned it to him again and to call. I said that is not the way to do business and would never recommend them to anyone and was taking my service issues to another Lincoln Dealership in Beaver Dam and was told that he would be in till 9pm tonight and to try again. I don't feel that I need to keep calling and leaving messages to a person who clearly does not return calls and does not want resolution and is ignoring me.

So here I sit with a car with bad brakes as well as a trunk lid that does not pop open when unlocked and have to pry it up with my finger to open it, a creaky door and notice the car sags to one side in back. I mentioned all this to [redacted] in Beaver Dam that is a Ford/Lincoln dealer which could service me but know none of the issues mentioned will not be covered under my warranty because I did not buy it from them and it was Gordie Boucher in West Bend that sold me a car that was inspected and sold to me which wasn't cheap and almost 15 grand. So to get my brakes done it will come out of my pocket like the tires and will also have to pick up the tab for the door, the trunk and whatever is causing the sag in the left rear. What's the purpose of a warranty when I can't get a response from Gordie Boucher in telling me if any of it will be covered which I think it shouldn't even have to go under warranty when it was purchased being sound and totally 100% inspected. So much for being inspected apparently twice because the car came from their West Allis dealership who originally inspected it and brought to West Bend for me to purchase and was checked again. So twice inspected and no one noticed any of these things.

The [redacted] is great in responding but don't feel I need to keep calling a person who does not return calls but said he did. I have an answering machine and a person who is home all day who never heard a call back plus caller ID which never showed a call coming back from Gordie Boucher. So who is lying here is what I am trying to say. I did my part in calling and feel they should do their part in calling me back or by email like I did with 3 calls and 2 emails. Unethical Business Practice is all I have to say. I have a co-worker who loves my car who was going to go to [redacted] and get one for himself and told him not too. I don't want to hear about it at work if he has issues and told him to go to [redacted] in Beaver Dam that has the same car like mine but a 2007 and they will treat him right there. I would never recommend a company who doesn't care about it's customers because I am in retail sales myself and pride myself on giving 150% to my customers each day so I get referrals and repeat business. I have owned over 40 cars in my life and have never purchased a car from a dealership like this before who doesn't care. They are all glitzy going in and send you picture cards of your car purchased and calendar with it's picture on it but forget service and or call backs. I work hard for my money at [redacted] that doesn't pay the greatest but wanted a nice looking car that is sound, trouble free with low mileage with I thought I got but that did not happen.Desired Settlement: I love my car and she is beautiful but want it fixed and given to me as promised when I purchased it as being thoroughly inspected ad tested. She was not sold to me as an as is model but with a 12 month warranty which that too was questioned from the start at the time of delivery saying she has a smart warranty and told them I was told a 12month/12,000 mile warranty per my original contact by the [redacted]. That should have been my first clue as to something shady and would not go for it and wanted what was promised and sold to me. So a 12 month/12,000 mile warranty was sent to me. Then the rest happened. So on snow days thus far prior to buying tires for it, I used my friends car to get to work because of her skating on snow and not wanting to stop to new tires that are great but still taking long to stop as well as shimmy's because of the brakes. A driver window/door that creaks, and trunk lid that does not pop open which I have to pry up with my fingers and a left sagging rear. No right for a 43,000 mile car sold to me at over $14,500 and a statement of, "Thoroughly reconditioned, inspected and expertly detailed by our factory certified technicians!" Yeah Right!

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 is satisfactory to me. Gordie Boucher did fix the majority of the problems of the car except for the creaking on the left side door which they could not duplicate but am satisfied with the work they did and were very nice to me when I brought my car in. They even gave me a loaner to use while mine was being diagnosed and repaired along with refunding me for the brake job I had done prior to bringing it in.

We saw a 2013 Ford CMax Energi (Stock No. 13F1770)advertised online at Gordie Boucher West Bend for $29.630. When we spoke to the dealer the price was $30,690. When asked about the discrepancy the dealer said that we didn't qualify for the extra incentive. When asked what it was he said he thought it was a price for military veterans. He apologized and said that they had to advertise the lowest price with all incentives because everyone else did it. They refused to honor the advertised price.

Horrible business. They messed up blame the customer. Damaged the vehicle wheel and charge $200 for an alignment they never completed. I wrote an email to manager in hopes to get some sort of resolution. I get a phone called rephrasing how they screwed me and unwilling to do anything but take my hard earned money.. worst place I've done business.

Bought a vw passat from Gordie Boucher Lincoln in Milwaukee, under 65,000 miles. Good buying experience and all used cars receive a coupon book for a year worth of services. I was told Gordie Boucher west bend should have no problems servicing the car for me. I scheduled an appointment for an oil change, told the service worker the specifics of the car and that it needed full synthetic oil. He said no problem we will have everything ready for you. Day of service, I brought the car in and explained to [redacted] that I had the used car purchase coupon book and that my car needed full synthetic oil. He first said that I was incorrect and that he would not honor the coupons. I told him that he needs to call the Milwaukee dealership and get this straightened out. He came back and said he would honor their word and service my car. I again explained that my car needed full synthetic oil. He said the mechanic would take care of everything. They took my car back and started working on it. 45 minutes later, [redacted] came out to explain that my car did in fact take full synthetic oil but they do not have the oil here. I told him that I explained this on the phone when I scheduled the service. He apologized, but since they had already drained the oil, I had to wait for someone to bring the right oil. The service took over 3 hours, for a simple OIL CHANGE! I asked him if the mechanics would be able to complete the oil change again. He said yes, they just did not have the right oil and that they noted that my car needed full synthetic oil. So I took it back for the second oil change. I again called for an appointment, explained the car specifics, and the issues we ran into last time. The service worker promised they had the right equipment and oil and that they were professionals. The service and future services still took over 2 hours every time. I had the car for about a year and a half and had problems with it after about a year. There was severe engine corrosion (signifying that they either put in the wrong oil or did not understand how to service the car) and at a year and a half the computer in the car started to crash. They treated me as though I was incompetent and did not understand how my own car works. They were rude and rarely apologized for their mistakes. I have family that have had poor buying and servicing issues with Gordie Boucher West Bend before, but I wanted to give them the benefit of the doubt. NEVER AGAIN will I step foot into this dealership for anything.

Review: I took delivery of a 2013 Ford Escape on 7-13-13 and requested a trailer hitch be added to the vehical. The dealership failed to install the hitch. They provided a "owe you" slip and asked me to make an appointment with Gordie Boucher Lincoln in West Allis. I talked to the service manager who said the West Bend dealership is not retuning their calls and said they don't add hitches. I demand that the dealer install the hitch at the location they promised. I am not willing to travel to West Bend for the installation.Desired Settlement: I expec the hitch to be installed at Gordie Boucher in West Allis without being treated badly.

Business

Response:

Dear Revdex.com/Mr. [redacted],

I am very unhappy with my experience with Gordie Boucher Ford Lincoln in West Bend sales and service departments. I chose to look at vehicles here because I thought that I would get great customer service. I was very wrong. The salesman that I worked with did not seem very educated on the vehicles that he was trying to sell me and was not very personable. I took a 2010 F150 for a test drive and it gave a foul odor while driving. I brought it up to the salesman and he told me that it was just because it had been sitting on the lot for a few months. I had never had a vehicle make a smell like this before so I believed him.
I purchased the vehicle and immediately had transmissions problems in both the front and rear end. Also the smell was getting worse. I brought the truck back to the service dept. They fixed the transmission issues but told me that they could not replicate the smell. After several months of driving I figured out what situations would make the truck make the smell. I brought the truck to the service department several times and gave specific advice on how to make the smell but they could never replicate it. Then I happened to be driving past the dealership while it was making the smell so I pulled strait in the service dept. The technician looked at it and said he had no idea what it was but he would get a Ford engineer out to look at it. Six months and many phone calls later an engineer came to look at it. I gave very specific instructions on how to make the truck produce the smell that included driving the truck until it warmed up. When I picked it up I was told the engineer could not replicate it. I kept track of the odometer and there was only 3 miles put on the truck after I dropped it off. I was told that the smell will probably get even worse and then they should be able to figure it out.
Over the last year since I purchased the truck I have had it in the shop at least 10 times. The smell can get so bad that it makes my wife and daughter feel sick, so we can't even drive it when we are all together. I am left with a 5 year old vehicle that I can’t use and a service department that can’t fix it.

Review: This dealership lists prices online that include discounts that do not qualify for everyone.

When contacted for a final quote or upon visit to the dealership, the price given is higher than the one listed on website / cars.com.

Attached is one such example. [redacted] And then the price quoted in an email from [redacted] was $27,257.

While, the $500 difference is small, it is still a shady practice.Desired Settlement: Stop listing prices that aren't available to everyone. If additional discounts may apply, state so, but don't list the absolute lowest price and then try to take discounts away after the fact.

Business

Response:

Dear Revdex.com/Mr. [redacted], Thank you for the feedback. Many other manufacturer's have adopted the rule if everyone doesn't qualify for an incentive then you can't include it in the discount. Unfortunately Ford is not one of them. We need to be consistent with our competition. Thank you.