Grapevine Ford Lincoln

Good afternoon, With regards to Revdex.com Complaint #*** from *** *** regarding the crack in his windshield, we replaced his windshield last week and apologize for any apparent lack of response to his concernsWe truly appreciate his past business and would like the opportunity
to continue to earn his future business. Respectfully, *** ***
*** *** ***

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 dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that that it is notfactually correct.I have been in contact and work is scheduled to be completed next week. Since my last few service visits did not end well I have no confidence that this will too. There is a loyalty director that has been following up and keeping in contact. My hope is that we can set a positive standard for future visits. 
Revdex.com
MESSAGE FROM BUSINESS:This email is the follow-up to [redacted] rejection of our initial response to his complaint (see below). With regards to the issue in question, [redacted] brought his vehicle to our dealership this past Saturday, 8/15, to have the part in question installed - free of charge. To ensure that all the work was done to his satisfaction, our Customer Loyalty Director reached out to him via email today to follow-up.  As of this writing, we have not heard anything from [redacted] to indicate that there are any ongoing issues. We appreciate the opportunity to have been able to work with [redacted] to correct this issue and again encourage him to contact our Customer Loyalty Director in the future for any  questions or issues.Respectfully,[redacted]
[redacted]
 
[redacted]
[redacted]
[redacted]
[redacted]
[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 dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted] I do not accept Grapevine Fords Response because
they did not contact us within the 14 day time frame notifying us that the loan
had been rejected. They called us over 30 days later and then said that
everything was fine and did not contact us until 3 weeks after that saying that
they could not get an approval. We did not falsify any documents and
I do not appreciate Grapevine Ford giving out false information. The reason we
did not accept the car that Grapevine Ford offered us in the place of our trade
is because Grapevine Ford asked for us to pay them an additional fee of
$720.00. Why should I have to give them money when they sold my car without authorization?
The Grapevine Ford dealership continued to be unprofessional even after I gave
them time to get this issue resolved. Yes they did pay for a rental car for a
week but that was only because they did wrong by selling our vehicle, that did not resolve the issue. We would
like some sort of compensation rather it being a used car equivalent to the car
that they sold, without asking us to pay anything. I have
already notified the attorney General office and they stated that Grapevine
Ford had no right to sell my car until the loan was final. 
 
Sincerely,
[redacted]

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]

Complaint: [redacted]
I am rejecting this response because: if they fpund all this why take the car and fix it.if the car is still under warranty ford needs to fix the problems. Due to I did not buy the car from ford and the recalls alone is dangerous. I don't understand why  didnt catch the recall the fist time and as far as water damage in was not on the  car fax .
Regards,
[redacted]

Ms. [redacted] With regards to Revdex.com Complaint [redacted] from [redacted] and [redacted] I have discovered that there is a 2nd complaint from Mr. & Mrs. [redacted] - Complaint #[redacted] submitted the same day - which is identical in the "Customer's Statement of Problem" and "Desired...

Settlement". However, the Complaint Background differs on each. I have detailed the differences below:Revdex.com Complaint #[redacted]                                   Revdex.com Complaint [redacted]Purchase Date: 5/20/17                                        Purchase Date: 2/7/2017Model: Escape                                                       Model: EscapeAccount Number: [redacted]                                   ...⇄ Number: [redacted]Order Number:                                                       Order Number:Talked to Company: 5/26/2017                              Talked to Company: 5/10/2017Talked to Company (2nd) 5/25/2017                       Talked to Company (2nd): 3/13/2017Talked to Company (3rd) 5/22/2017                         Talked to Company (3rd): 5/9/2017 We are currently working on our response, but I do need to know to which complaint to respond since they are identical other than the "Complaint Background". Please advise. Thank you,Grapevine Ford Lincoln

The vehicle for which [redacted] was negotiating to purchase was sold
by another sales associate, unbeknownst to [redacted]’s sales associate. When
that was discovered, Grapevine Ford Lincoln offered to find a similar vehicle
and would sell it at the negotiated price. We are sorry that he believes we did
not communicate that we would honor the negotiated price.
However, as stated in the
previous response, Grapevine Ford Lincoln still extends the offer to search for
a similar vehicle and still will honor the price that had been negotiated with
[redacted].
Respectfully,
[redacted]

September 23, 2017 Good evening [redacted] With regards to Revdex.com complaint # [redacted] from [redacted] regarding the repairs of her pre-owned 2008 Ford F150, we have reviewed the customer’s concerns and find that our records indicate that we have not seen the vehicle in our service...

department since the time of reconditioning on February 18, 2016 at 74,765 miles. We have no records indicating dealership knowledge of the concerns between the time of purchase and now. Unfortunately, the concerns associated with the Ms. [redacted] vehicle are outside of any internal parameters of coverage we would have and we are not finding any coverages externally through a mechanical service contract.  Since there is no warranty to cover the repairs, we would be willing to assess some type of customer loyalty discount to the repairs due to Ms. [redacted] purchase of the vehicle from Grapevine Ford Lincoln. We appreciate that Ms. [redacted] chose to purchase her vehicle from Grapevine Ford Lincoln and suggest that she reach out to our Service Director to see what we can do to help them. Respectfully, Grapevine Ford Lincoln

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and agree with the statement made. However, after the discussion through email with the business the problem started again. The replacement part did not fix the problem. Here we go again.....Go ahead and close this out as I do not see this problem being fixed anytime soon.[redacted]

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.I am working directly with the dealership to resolve the issues. 
Regards,
[redacted]

January 13, 2017 Good evening Ms. [redacted] With regards to Revdex.com Complaint [redacted] from [redacted] and [redacted] regarding the monthly payments for the vehicle purchased from Grapevine Ford Lincoln, Mrs. [redacted] did not understand why the amount quoted at the time of the sale was...

different from the amount expected by the financial institution. Therefore, one of our Finance Producers contacted Mr. [redacted] and explained the legitimate cause for the difference - the sales tax for Texas is different from that of Alabama. He informed Mr. [redacted] that in order to address this, Grapevine Ford Lincoln would refund the difference in the sales taxes to Mr. [redacted]'s bank and the refund would be reflected in the principle. Mr. [redacted] was pleased with the explanation and action to be taken. We appreciate that the [redacted]s chose to purchase their vehicle from Grapevine Ford Lincoln and look forward to providing service for them in the future. Additionally, we appreciate having been given the opportunity to clarify the issue and encourage them to contact our Customer Loyalty Director for any future questions or issues that may arise. Respectfully,[redacted]Grapevine Ford Lincoln

December 19, 2017 Good morning Ms. Ford, With regards to Revdex.com Complaint [redacted] from [redacted] concerning the issues with the additional warranties which he says he did not want, we have conducted a thorough review and can provide details upon request. However, we have confirmed that his MPP...

warranty has been cancelled and that the check will be mailed to the lienholder this week. We are sorry for any inconvenience this may have caused Mr. [redacted] and appreciate that he chose to purchase his vehicle from Grapevine Ford Lincoln. Respectfully, Grapevine Ford Lincoln Tell us why here...

With regards to Revdex.com Complaint #[redacted] from [redacted] in
which she rejects Grapevine Ford Lincoln’s initial response to her complaint,
as stated earlier, the approval for her loan had been overturned at a later
date when the bank deemed that certain stipulations had not been met. Basically,
[redacted] was not employed at the time he completed the credit application
although he had indicated that he was employed. Furthermore, the bank re-verified
that [redacted] became unemployed 3 days prior to filling out the credit application.
As a result, the bank overturned the approval.
As for the value of their trade-in vehicle, the [redacted] have already
received the refund check – personally picked it up from the dealership on
Monday, 2/1/2016.
Respectfully,
[redacted]

[redacted]
With regards to Revdex.com Complaint # [redacted] from
[redacted] in which he states his concerns about the hard inquiries on his
credit and his attempt to purchase a 2014 Ford Mustang, our General Manager has
made several attempts to contact [redacted] to discuss this matter with...

him.
However, at this writing, [redacted] has not returned any of his calls.
Therefore, please note that Grapevine Ford
Lincoln has been attempting to handle this complaint, but cannot do so until
the conversation occurs between [redacted] and our General Manager.
Respectfully,
[redacted]

With regards to Revdex.com Complaint #[redacted] from [redacted] in which she alleges Grapevine Ford Lincoln sold her trade-in vehicle
without her authorization, we are sorry that she feels this way.
Grapevine Ford Lincoln had a signed purchase agreement from
[redacted] whereby she...

agreed to trade her vehicle in order to purchase
another one. At that time, Grapevine Ford Lincoln secured a loan approval from
a bank on behalf of the customer based on the information the customer
provided. The contract package was sent to the bank and the trade-in was
ultimately sold. However, the approval was overturned at a later date when the
bank verified the application was filled out by the customer falsely.
Grapevine Ford Lincoln attempted to get the loan approved
elsewhere and when unsuccessful, offered to find them another vehicle or refund
the trade-in amount. Initially, the customer chose the vehicle and agreed to
the terms of the new purchase. However, the customer then changed her mind and
wasn’t sure what she wanted to do. Therefore, Grapevine Ford Lincoln provided
[redacted] a complementary rental car for a week so she would have a vehicle
to use while allowing her some time to make a decision.
[redacted] decided to take the refund instead and came to
the dealership on Monday, 2/1/2016 to pick up the check.
Respectfully,
[redacted]
[redacted]
*

With regards to Revdex.com Complaint #[redacted] from [redacted] in which he alleges a contract dispute, we are sorry that he feels
Grapevine Ford Lincoln acted in a way that was less than honorable.
[redacted] had submitted an inquiry via our website
regarding a particular...

vehicle and its online price. After some negotiation,
Grapevine Ford Lincoln agreed to sell the subject vehicle for a lower price –
the amount requested by [redacted]. At that time, it was a verbal agreement – no
contract had been signed nor a deposit received.
At the same time and unbeknownst to [redacted]’s sales
associate, another sales associate was working with a local customer who was
interested in the same vehicle. When [redacted]’s sales associate was made aware
of this, he informed [redacted] to let him know the situation.
Because there was no signed contract nor deposit on
the vehicle, the other party came to the dealership and purchased the vehicle
without [redacted]’s sales associate’s knowledge. When this was discovered,
Grapevine Ford Lincoln offered to find a similar vehicle and honor the price
negotiated with [redacted].  [redacted] rejected the offer.
Again, we are sorry that [redacted] feels that
Grapevine Ford Lincoln did not honor a contract because there was, in fact, no
signed contract. Grapevine Ford Lincoln’s internal policy is to sell vehicles
based on a signed agreement and contract.
As had been offered earlier, Grapevine Ford Lincoln
still extends the offer to search for a similar vehicle and honor the price
that had been negotiated with [redacted].
Respectfully,
[redacted]

September 13, 2017 Good afternoon Ms. [redacted], With regards to Revdex.com Complaint # [redacted] from [redacted] regarding the difference in the amount that was financed vs the amount that was paid off, please note that the amount in question, $555.80 was issued to the lien holder on 9/1/17. The delay was due...

to our policy in which final payoff is completed when we receive the title. We are sorry for any misunderstanding surrounding this situation. Should Mr. and Mrs. [redacted] have any further questions, they are welcome to contact our accounting department for further clarification.   We appreciate that Mr. and Mrs. [redacted] chose to purchase their vehicle from Grapevine Ford Lincoln and look forward to providing service to them in the future.   Respectfully, Grapevine Ford Lincoln   Tell us why here...

April 11, 2017     Good afternoon,   With regards to Revdex.com Complaint #[redacted] from [redacted] regarding her Ford Fiesta and her concerns that it is a lemon, Grapevine Ford Lincoln has conducted a thorough review of her records to determine the condition of her vehicle. Although...

Ms. [redacted] did not purchase the vehicle from Grapevine Ford Lincoln, she did bring her car in for service a few times.   At her most recent service visit, multiple service lights popped up randomly. When the technicians inspected the vehicle, they discovered sand under the hood and in the fuse box. Because of the concern about possible flood damage, the technicians indicated to the customer that they were not comfortable with proceeding with work due to the potential ineffectiveness of the repairs.   We appreciate that Ms. [redacted] brought her vehicle to Grapevine Ford Lincoln for repairs although it was determined that we could not proceed any further in good conscience. If Ms. [redacted] believes her vehicle is a lemon, the process is for her to contact Ford Motor Company directly.   Respectfully,   [redacted] Grapevine Ford Lincoln Tell us why here...

Good evening Ms. [redacted]We always welcome feedback from our customers regarding any concerns they may have as it allows us the opportunity to work with them directly to resolve any issues. With regards to Revdex.com Complaint [redacted] from [redacted] regarding an alleged repair (repaint) to the hood of...

what he had understood to be a brand new vehicle, please note that this Revdex.com notification is the first time this has been brought to our attention.With that said, both our Customer Loyalty Director and New Car Sales Director have contacted Mr. [redacted] to discuss the situation and a possible remedy. The new vehicle that Mr. [redacted] purchased from Grapevine Ford Lincoln on 4/9/16 was a dealer trade and as a result, no information regarding any possible repaint of the hood was provided to us. Additionally, no work was done on the vehicle at our dealership.Although the issue with the hood was unbeknownst to us at the time of the sale, Grapevine Ford Lincoln is still willing to work with Mr. [redacted] to rectify the situation. Our Customer Loyalty Director has informed him that we will cover the cost of the repair to a certain limit. At this time, we are waiting for Mr. [redacted] to provide us with the information from the repair shop of his choice.We appreciate that Mr. [redacted] chose to purchase the vehicle from Grapevine Ford Lincoln. We value his business and look forward to serving him at our dealership in the future.Respectfully,[redacted]Grapevine Ford Lincoln