Gordie Boucher Ford of Menomonee Falls, Inc.

Dear Revdex.com/ *** and ***,The $bonus certificate was not part of the purchaseThe vehicle was purchased and ordered outMy New Car *** made the suggestion to contact Ford to see if there were bonus certificates available after the sale was consummatedThere was a $bonus that Ford
was offeringThe rebate is coming from Ford not the dealershipUnfortunately the rebate ended in SeptemberYes their Explorer was delayedWe understand *** and ***'s anguishWe worked our channels to get the $reinstatedFord said no We appreciate their business and will give them great service. *** *** ***

Dear Revdex.com, We have this completely documented:Here is some necessary information regarding the Revdex.com case for [redacted].Invoice copy attached.His complaint states that we had guessed at the repairs that were performed.This is not true. Proper diagnostics were performed for the codes that were...

stored.The invoice clearly states the process and results. There were 3 different codes stored, 2 relating to an intake air leak and 1 relating to a throttle body.The service manual advises, before throttle body concerns are diagnosed, any other codes need to be diagnosed and repaired as they may cause throttle body codes to be set.The air leak codes lead to replacement of the air cleaner box assembly which had been damaged and a MAF sensor which had been damaged by unfiltered air caused by the damaged air box.The owner authorized that repair. An after repair running test was performed with a pass result and no codes had reset.Owner was advised of results and instructed that there was no other explanation for the throttle body code at this time, however, if that code returned at any point, it would require further diagnosis.Again, these statements appear in the customer copy of final invoice.The owner returned on May 8th with the same symptoms. when diagnostics were performed, the throttle body code had reset, no other codes this time.. We were unable to reproduce the symptom during diagnostics. It is suspected that the throttle body has an intermittent fault but we have not been able to verify that.We have spent over 4 hours of diagnostic time, at no cost to the customer. We covered 2 days of rental, for use during diagnosis, at no cost to the customer. We contacted the customer with our results, stating we have been unable to duplicate the concern and could not condemn the throttle body with 100% certainty. We made an offer to replace the throttle body if he decided that he wanted take that risk. We released the vehicle back to the customer and advised him to monitor for any changes.At this point, I feel we have treated our customer fairly, made accurate repairs and have given him all of the available information to make a decision.(Retail cost for throttle body replacement is $1200.00, offered to cust for $681.00)

Dear Revdex.com, We cancelled the contract and have spoken with Mr. [redacted]. He is satisfied. Apologize for late response.[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. But I have yet to see the credit applied to this loan. Once the credit is applied this issue will be closed  
Regards,
 
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Due to the set time limits I have to respond, I am rejecting the response from the business because the issue is still not resolved & I am still waiting to hear back from the business. If the company follows through with the $750 refund requested, I will contact the Revdex.com back to re-close the complaint, noting the issues have been resolved. Until the refund resolution is reached though, I still must reject the response.
Regards,[redacted]

Dear Revdex.com, If the vehicle was paid in cash we would return the money to Mr. [redacted]. Mr. [redacted] is correct it wasn't required to obtain financing. The bank has a loan with Mr. [redacted] with the warranty included. If we remove the warranty from the loan we need to send the money to the bank to lower the loan. [redacted]

[redacted], This is a terrible situation. I want to make this right. Rebates come from Ford. I need to take this up the ladder. Appreciate your patience.Best Regards,[redacted]

Dear Revdex.com/Mr. [redacted],The dealership is aware that they want the service contract cancelled and it's in process.  Many of our customers buy extended warranty's for the peace of mind. In order for a service contract to be purchased the customer signs for it in three places.Best Regards,[redacted]

Review: Business added a $2,500.00 Service Package to the Auto Loan That was not needed or wanted. When confronted They said they would remove it. Then failed to do so.Desired Settlement: We would like the refund for this deception

Business

Response:

Dear Revdex.com, We cancelled the contract and have spoken with Mr. [redacted]. He is satisfied. Apologize for late response.

Review: My Fiance and I had bought a Ford Escape 03' from Gordie Boucher in Menomonee Falls, WI and thought we were getting a great deal. We had purchased the warranty with the vehicle and thank god we did. The vehicle has been in the shop 3 times now and could have been in more. First, the day we bought the car we found out the cd player does not play cds but that was ok because we wanted to put an after market cd player in anyway for the aux cord outlet. Then a couple months later we had to take the vehicle into the shop due to a noise under the car. Turned out a few days later when they finally got the car in it was a clamp raddling so they just cut it off. Then we also found out that the vehicle had a recall that was never took care of, the power steering pump needed to be replaced and the tie rods were bad. I feel this all should have been takin care of before the vehicle was sold or enclosed in the safety inspection. After that the vehicle drove well for a couple more months then had to go back in because it stalled out a number of times on my Fiance and was shaking badly. I took the vehicle in again because of this issue and it was there for about 3 days and they said they only got it to act up one time on them so it should be ok. About a month and a half went by and on wednesday my Fiance went to a store in West Bend, WI, when she got out of the store and tried to start the car it did not start. She got the car towed to the West Bend Gordie Boucher and they said they will look at it as soon as they can. It finally got looked at and "fixed" on monday and she went to pick it up. When her and her dad went to get it they noticed that there was 3 bolts laying on the backseat of the car. They were for the fuel pump that they replaced and only put one out of the 4 bolts back in. They also told us we have a really bad exhaust leak which we already new and that our fuel filter needs to be replaced bad because its really rusty. We bought this vehicle with only 68,000 miles on it and have only put on 11,000 miles since we got it. We bought it so we would have a reliable vehicle for our family and it is not that. I do not feel this is right that a chunk of this stuff they are not willing to fix for free or never offered to and this is way too many issues for a vehicle someone just purchased to be having.Desired Settlement: I would like a full refund including our down payment and all the money we put into the car. Or for the vehicle to be fixed in a timely matter for no cost at all and a rental vehicle the whole time vehicle is in shop and takes to get fixed, and I myself and my Fiances dad would like to be personally be shown what got fixed/replaced so we can make sure what they say got done actually did in fact get done.

Business

Response:

Dear Revdex.com/ Mr. [redacted],

Review: This Revdex.com complaint is with Gordie Boucher Ford of Menomonee Falls. This business is failing to honor a coupon that they promised to do so during the sale of a 2016 Ford Explorer negotiated & order signed for on 8/15/15 with deposit & the final payment / transaction completing on 10/2/15.

Timeline of events:

1) On 8/15/15, negotiation of sale for a 2016 Ford Explorer is done with [redacted]) & [redacted] present. During this negotiation, we were informed that if we ordered a pamphlet from ford.com, we would get a coupon in the pamphlet that the dealership would honor. At this time, there were no other directions or conditions given about the coupon that would result in the dealership not honoring the coupon. Additionally, since we ordered our vehicle, we were instructed that the delivery would occur in about 6 weeks. Order was completed and a $500 deposit was put down.

2) Between 8/15/15 & 9/17/15, [redacted] (my wife) contacts ford.com and orders the pamphlet.

3) Between 8/15/15 & 9/17/15, [redacted] receives the pamphlet. The pamphlet includes a $750 coupon from Ford on the purchase of a Ford Explorer.

4) On 9/17/15, [redacted]) informs us that our vehicle will be delivered “around the 19th of sept.” ([redacted]’s words via e-mail).

5) Between 9/20/15 and 9/30/15, [redacted] calls Gordie Boucher Ford of Menomonee Falls and speaks with [redacted] on duty to see if the vehicle has arrived. The vehicle had not arrived. We were told this was due to transportation delays from Chicago & [redacted] will escalate for us.

6) On 10/1/15, [redacted]) notifies [redacted] & [redacted] that the vehicle is delivered.

7) On 10/2/15, [redacted] & [redacted] go to pick-up the vehicle and pay for it in cash. Upon presenting the coupon, [redacted]) refuses to honor it due to the fact the expiration date has passed (2 days expired). We asserted that our car delivery was delayed, no mention of any conditions in not honoring the coupon was provided, and that Gordie Boucher Ford of Menomonee Falls should honor the coupon. [redacted] takes coupon and says he will discuss with necessary parties to see if he can get the coupon honored & send us a check for the amount. With this guidance, [redacted] & [redacted] pay for the vehicle in full & take the vehicle home.

8) On 10/4/15, [redacted] e-mails [redacted]) will feedback on overall sales experience, including questions around getting the coupon honored. [redacted] receives no response.

9) On 10/10/15, [redacted] communicates with [redacted]) face-to-face. [redacted] denotes the request for coupon honoring is still in process.

10) Between 10/10/15 and 10/22/15, [redacted] proceeds to call [redacted]) and leaves message for follow-up. [redacted] receives no response.

11) On 10/23/15, [redacted] e-mails [redacted]) and [redacted]) asking for status about the honoring of the coupon and general frustration with this lack of customer service. [redacted] receives no response.

12) On 10/26, [redacted] calls Gordie Boucher Ford Menomonee Falls and leaves message with secretary to get a call-back. [redacted]) calls back informing [redacted] that the coupon request has been rejected. When asked when the rejection occurred, [redacted] did not communicate a date. When asked who [redacted] talked to about this scenario around this coupon, [redacted] said no one. All [redacted] did was enter the coupon request into his system and it was rejected. No communication of special circumstances was done to any parties as [redacted] communicated to [redacted] & [redacted] on 10/2/15. [redacted] says there is no representative to escalate to or frankly, he would not provide me a name.

13) On 10/26, [redacted] calls Ford.com Customer Service. Recaps the timeline and overall complaint. Ford.com Customer Service said they can only publish feedback to the dealership and that they have no representative that helps oversee dealership operations.Desired Settlement: The desired outcome is for Gordie Boucher Ford of Menomonee Falls to honor the $750 provided on 10/2/15 to [redacted]). This is for the following reasons:

1) There was no mention of any conditions in which the coupon would not be honored during the negotiation or at any time in the car delivery waiting process. If [redacted] & [redacted] had been informed of this condition, we would have brought the coupon in prior to expiration. Gordie Boucher Ford of Menomonee Falls failed to communicate, failed to specify conditions in which the coupon would not be honored, and is now failing to honor the portion of the verbal contract occurred during the sale.

2) The car delivery was delayed. If the car delivery has been on time (per communications from Gordie Boucher Ford of Menomonee Falls), this issue of “expiration” of the coupon would not have surfaced.

3) [redacted]) also promised to follow-up with appropriate parties and obviously did not do so. He merely interacted with a system and made no mention of the special circumstances of this situation. Additionally, I find is suspicious that there is no layer of administration between Ford (parent company) and their dealerships (Gordie Boucher Ford of Menomonee Falls). This seems unlikely to me.

Overall, this sales experience was poor and Gordie Boucher Ford of Menomonee Falls should honor the coupon as promised via refund (check). While not the main topic of discussion for this submission, [redacted] & [redacted] also have several other examples of poor customer service from Gordie Boucher Ford of Menomonee Falls. These examples vary from unprofessional communication (written & verbal), lack of communication/response, & forcing the customer to follow-up on many discovered issues throughout the sales process that Gordie Boucher Ford of Menomonee Falls overlooked. Gordie Boucher Ford of Menomonee Falls’ sales process is not a favorable or an honest experience for customers.

Business

Response:

Dear Revdex.com/ [redacted] and [redacted],The $750 bonus certificate was not part of the purchase. The vehicle was purchased and ordered out. My New Car [redacted] made the suggestion to contact Ford to see if there were bonus certificates available after the sale was consummated. There was a $750 bonus that Ford was offering. The rebate is coming from Ford not the dealership. Unfortunately the rebate ended in September. Yes their Explorer was delayed. We understand [redacted] and [redacted]'s anguish. We worked our channels to get the $750 reinstated. Ford said no. We appreciate their business and will give them great service. [redacted]

Business

Response:

[redacted], This is a terrible situation. I want to make this right. Rebates come from Ford. I need to take this up the ladder. Appreciate your patience.Best Regards,[redacted]

Consumer

Response:

Review: Dealership mislead my wife and I to believe we were receiving an additional Service and Warranty Package at no additional cost. Then charged an $2484Desired Settlement: $2484 needs to be returned.The contract states this Warranty was not needed to obtain financing.

Business

Response:

Dear Revdex.com/Mr. [redacted],

Review: In May of 2013 I bought a ford escape from Gordie Butcher and it had a coolant leak they promised to repair in writing but have failed. To do so it has been in sbop many times for this but they don't repair anything they claim they can't find it but they always have to add coolant and offer no explanation on where it is going.Desired Settlement: They take back escape and replace with new one

Business

Response:

Dear Revdex.com/Mr. [redacted],

Review: I had my truck services by this dealership many times. Last year it was in 10+ times mostly for a front end issue including a broken axel and ball joint issue. After having all the repairs done and being told my front end was completely repaired, my entire wheel and related assembly fell off the truck the first time I used the 4 wheel drive system. The service manager has repeatedly lied to me about many issues with the truck and even went as far as telling me that they sold em a truck not designed to be used in the fashion for which it was purchased. Bottom line is the repair they did failed as it has many time but this time they refuse to take responsibility for the damages. This dealership also smashed up the truck while in for service and I was lied to about how this happened. After complaining they did get the body work covered. As of now, the truck is sitting with only 3 wheels at the dealership and they are refusing to take responsibility for their incompetence.Desired Settlement: I want the truck repaired and in usable condition. The repair they performed 2000 miles ago failed and caused the entire wheel to fall off the truck. I want the truck repaired at no cost to me.

Business

Response:

Dear Revdex.com, Mr. [redacted],