Gus Johnson Ford

Mr. *** motor home was towed here for a no start problem on a Friday. We diagnosed that it needed a starter. We did not have one in stock and had to order it and it would not be here until Monday. He did request to see his old starter when he picked up his motor home, but
it had already been returned to parts so we could issue him a core credit. The parts department was closed and we were unable to show him his old starter. Mr*** watched the mechanic install the new starter. When Mr*** picked up the motor home the mechanic had to tap the relay to get it started. We could not get a relay that late in the day, so the mechanic showed Mr*** how to tap the relay and told him to get one we he got home. We only charged him for the starter and did not charged him labor to install it
We are sorry for any confusion and mistrust we caused Mr*** and apologize for it.
Dan S***, our service manager, has contacted Mr*** and reviewed the concern with him. He remembers the starter installation but questioned whether it was needed or not. The starter was needed as tapping the relay with the old starter it would not start. This issue has been resolved with Mr*** and we have agreed to send Mr*** a new relay free of charge
Sincerely,
Gus J***

*** ***
*** * *** ***
*** * *** ** ***
Mr***, I have read your letter and am very aware of what transpired during the transaction. To address your concerns I list the following: First off *** *** & ***
*** did not perpupate any fraud or misrepresentation.You were given a test drive to evaluate the performance, handling and condition of the vehicle.Regarding the book sheet on the vehicle, NADA, Kelley, Edmonds or the Black Book, they all clearly state that they are a guide only. This is a ten year old vehicle with 116,miles.It came up after the sale that the car was ***’s aunt but was nothing was never mentioned that the car had service work at Mercedes before the sale.We produced a Carfax showing no accidents and that ***’s aunt was the second owner of the vehicle. The Carfax also showed all the service work that had been done at Mercedes.Regarding keyless go, Lance told you with the style of the key and how old the vehicle is we are not sure if that’s it or something different.You later took the vehicle to Mercedes to have an inspection done. They did an inspection and quoted you that $8,worth of work needed to be done. You called *** and he told you to bring in the vehicle and the inspection sheet so we could look at the vehicle. You agreed but never showed up.You mentioned that Lance told you if you found anything wrong with the vehicle in the next few days you could return the vehicle and unwind the deal*** and Lance denies this allegation.You decided to spend $7,at Mercedes based on their inspection without giving us a chance to look at your vehicle again.You had the opportunity to purchase and extended warranty but declined.*** sent you our inspection sheet and the brake readings, all done by the same technician.You signed the Federal Disclaimer of Warranties Agreement that clearly states the vehicle is clearly sold “AS IS” “WITH ALL FAULTS”. I feel we have done nothing wrong nor committed any misrepresentation.. It was your choice to spend $7,on a $13,vehicle without giving us the opportunity to review the inspection report from Mercedes. Sincerely: Gus J***

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.File number [redacted]. Bring this issue to a close, but to say I watched him install the starter is incorrect. I did not see the work done.Would a mechanic allow a customer into his bay while he is performing potentially hazardous work and is it not against state and federal safety codes to even do so. If the service manager would have returned my phone calls all of this could have been avoided. I was in the waiting room and the parts could have been shown to me before returning them as I requested before the work started. I have no further issues.
Regards,[redacted]

Review: I purchased a used 2013 Ford Escort from [redacted] Ford on July 5, 2014, the salesman was [redacted]. Part of the agreed deal was the installation of a new trailer hitch. Discussing my options with the sales person my choices was to go to U-Haul for a universal trailer hitch at a cost of around $250 or for a little more have a hitch installed at the dealership which would have a Ford dealer warranty. It was agreed that I would have the dealer install the trailer hitch and they ordered a new hitch. On July 24, 2014 I dropped the car off for the installation and picker it up the afternoon of July 25, 2014. Upon my arrival to pick-up my car I was presented a bill for $990, not a little over $250 as I was told. I expressed that I would not pay the bill so they recalculated it and reduced it to $835. This was still well over our discussion at the time of the sale but my car was blocked inside of the garage and I had no choice but to pay the bill or I would not have a car.Desired Settlement: Based on my discussion at the time of the sale I expected a bill of around $300 – 350, I am requesting and adjustment to the bill to reflect the discussion at the time of the sale.

Business

Response:

Mr. [redacted] bought a used Escape from us on July 5th. During the sale Mr. [redacted] inquired about a trailer hitch for the Escape. It was brought up that a universal hitch from U-Haul was around $250 to $300 dollars. Mr. [redacted] was concerned about the warranty of an aftermarket hitch. The salesperson told Mr. [redacted] that a Ford hitch could be installed that has a warranty and the cost would be around $495 plus installation. When Mr. [redacted] picked up his Escape, the bill was $990. Mr. [redacted] thought this was to high and we adjusted the bill to $835. Included in the bill were mud flaps and a cargo cover as well. The total cost of the hitch installed was $568 which is in line with what the sales person told him. We already adjusted the bill and apologize for any misunderstanding.

Consumer

Response:

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.

Their response of quoting me $495 plus installation is a complete lie, no grey area here and the know they are lying.

Regards,

Consumer

Response:

Sorry about the second response, kind of under my skin.

Can [redacted] Ford produce a written quote for this? I was not billed for the cargo cover as it was part of the initial deal. The mud flaps installation and bottle of touch-up paint totaled $48.46.

Business

Response:

[redacted],

Attached is the repair order detailing the items for Mr. [redacted]. The third op

down on the first section of the repair order shows the cover assembly

(cargo cover) for $135.99. If the cover was to be included in the car deal

it would have appeared on the WEO showing that item. As you can see from

his attached WEO, the only thing we were going to pay for was a gold card

for $50, which we reimbursed him, even though we paid for it. The cost for

the hitch installed is $568. We have already reduce the bill once and

consider the matter closed.

Consumer

Response:

I apologize, I did not realize there was conflict of interest with Mr. [redacted] and the Revdex.com, I withdraw my complaint.

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.]

Regards,

I purchased a 2009 Ford Focus from Gus Johnson ford just about two years ago. We upped for the rewards card to save money on oil changes and any service. Every 3000-3500 miles, we have religiously had the car serviced. This is an annoying process as you can only work with one of the service counter people (the one you are somehow assigned to), so at times will be standing and waiting (up to 7 minutes) for help, all while the other service counter people are doing nothing but watching you become frustrated.

As part of their oil change, they do their total vehicle check. One time they told us we needed new tires, this was odd as 5000 miles prior I just purchased a brand new set from Les Schwab.... More frustrating was that we had to get new tires mainly because we had a bad wear pattern due to an allignment issue that Gus Johnson failed to catch.

This last time we had the oil checked, they told my wife the "oil plug smelled bad", cost to fix $145. I called them back and explained there was nothing wrong with the steering system, so leave it alone.

I feel that Gus Johnson attempted to cooerce my wife (whome has no idea about vehicle maintenance) into somethign that we din't need. Due to this, I will be encouraging people to shop and get service elsewhere. I would reccomend caution to anyone taking a vehicle there for service.

This is not the first time I've had problems with Gus Johnson [redacted]. The service dept management and staff have been rude and short with me on many occasions, no matter how nicely I ask questions or respectfully I treat them. Even after having to bring our cars in for so many problems, sometimes repeated problems, the lack of a genuine caring and respectful attitude is what bothers me most. We had a 2010 Escape that needed a new starter, which they had to replace *twice*, and they refused to cover a rental car for either occasion. When I bought a used, *certified* 2013 Escape from them, which had a half-torn rear seatbelt, I'm just lucky I purchased a warranty that covered the fix when I took it back in for repair. After that, our roof leaked after some manufacturing defect. Recently, our door panel just popped off one of the rear doors, and it kept popping off. So, we took the car in for some noise in the front end and to fix the door panel. We just took it in the other day, and there was a fix required for a bushing or some kind of sub-frame. So, they fixed the problems, but there was a $150 charge. We didn't know there would be a $100 deductible, or that they were going to blame or charge us $50 for the busted/loose door panel, even with a full warranty. If there were real evidence that we intentionally pulled the door panel off, I’d understand, but that’s not what we did. So, when I asked the Service dept questions about the deductible and charges, all I was given was rude responses and short answers, without *any* kind of helpful attitude. It was really frustrating, to the point I was in tears. I really don't even want to go back. I’m going to try [redacted].

My husband and I recently purchased a new F-150 from Gus Johnson Ford and we were extremely pleased with the salesman Luke as well as their Finance Manager, Gordo. When they didn't have the vehicle on their lot to meet our needs, they located one for us within 10 minutes! The entire deal went so smoothly and they met all our needs and answered all our questions. This dealership is to be commended for their professionalism, as well as making their customers feel welcome and important. I would go back again and will recommend them to everyone we encounter looking for a new Ford!!!

I have purchased two vehicles from Gus Johnson Ford within the last two years. I had a great experience with Gus' staff. My salesman was respectful, honest and trustworthy. The finance manager was knowledgeable and precise. I started my truck and car shopping online...Gus' internet sales team was quick to quote and scheduled me an appointment for a test drive. I was impressed with Gus' online prices - there was plenty of specials to look at. Thank You Gus Johnson Ford for your professionalism.

The customer service in the Gus Johnson service department is terrible!! Living in the valley I've always had Gus perform all maintenance including a transmission rebuild on my Escape only to find out just 16,000 miles after the transmission rebuild I am beginning to develop the same problem. According to Mr. [redacted] if my transmission would have been rebuilt at 55,000 miles on the vehicle instead of 50,000 miles then it would be a different issue and that there is nothing they can do for me. I understand that I am just 6,000 miles past the factory warranty at 66,000 miles and I was willing to work with them in covering a percentage of the cost in any repairs that are needed instead I am told there is nothing that can be done. As for that I will never be returning for anymore service. I will never recommend Gus to anybody in the future and as I plan on buying a new F150 next year won't be at Gus.

Review: I purchased a used 2013 Ford Escort from [redacted] Ford on July 5, 2014, the salesman was [redacted]. The sales process at [redacted] Ford is to follow a set process for every customer, every sale, no deviation. The staff does not listen to the customer. On at least a dozen occasions during my visit in July 5th, 2014 I was asker and/or prompted to take the car home that day, every time I responded I would not take the car home until the additional services I purchased as part of the purchased (windshield coating and interior/exterior protection) were performed, they would not let go and simply did not listen to their customer. It was also expressed that I would contact my baking institution on Monday, July 7th, 2014 to arrange financing, they insisted on financing through one of their resources before we could sign the sales papers and leave. The process from sales agreement to leaving the dealership took 3.5 hours, felt like a prisoner as I could not leave until they were ready.

On July 24th, 2014 I brought the car in to have a trailer hitch installed and they had offered to “detail” the car while it was in and fill the take with gas as it was a little over ¼ full when I purchased it, not full as stated, no big deal but the offer to detail was a nice gesture. The car was not ready at the end of the day because the mechanic was having problems with the wiring for the trailer, I expressed that I was stranded downtown, I was told to have a good day and they would see me the next day. Stranded downtown I ended taking a cab ride home at a cost of $53.

When I picked up my car on July 25th, 2014 it was in the service garage, washed but blocked in. After seeing the inflated invoice I had no doubt that I was not leaving with my car until I paid their price. I paid the bill under protest as I had no choice and they knew this.Desired Settlement: Based on my treatment I will no longer have my car serviced at this dealership. I request to be reimbursed the $53 cab ride, which salesman [redacted] has the receipt for, and the [redacted] “Gold Service Card” which cost %50 and will never be used as I will no longer enter this place of business.

Business

Response:

Mr. [redacted]'s vehicle was not done on time and caused a delay of a day. The hitch and wiring took longer and it was not communicated to to him properly. We will send Mr. [redacted] $53 for his cab ride. The Gold Card is provided to all our customers at no charge to them, so there is no reimbursement for that.

Consumer

Response:

Hello,

As another follow-up (sorry) but this is really under my skin. [redacted] Ford cannot produce an estimate or a quote as neither was created and presented to me at the time of the sale, when the car was brought in for the work or during the day and ½ it was in the shop. Using the Gold Card complaint (complaint #[redacted]) as an example which has shown their willingness to not tell the truth, why would I agree to pay one amount and then turn around and state another amount was quoted to me? Have the blocked inside of the garage, to me, signaled they knew what they were doing and the car was not leaving until the service was paid for. On both documents I needs to sign before they would release the car I signed my name followed by “- Under Protest” as I was given no choice or I would not have a car. [redacted] Ford can produce these documents to verify that I am presenting the facts.

I am very frustrated and this type of business practice should not be allowed.

Consumer

Response:

Hello,

Today I received a check in the amount of $54 from [redacted] Ford in partial payment of this complaint. The complaint asked for $103. [redacted] Ford stated that the Gold card was free to all customers which is incorrect. I have supplied proof of the $50 charge and I ask that this complaint remain open until it is fully resolved. For reference I have attached the receipt.

Thank you,

[redacted], [redacted]

Spokane, WA 99206

Business

Response:

The WEO Mr. [redacted] has attached shows $50 for a gold card he say he will never use. He did not pay this $50 as that is an internal item we charge every car deal. It comes out of the profit of the deal and the store pays for it. I am sure Mr. [redacted] won't agree with this, but I will send him $50, even though he doesn't deserve it.l

Consumer

Response:

I apologize, I did not realize there was conflict of interest with Mr. [redacted] and the Revdex.com, I withdraw my complaint.

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.]

Regards,

Gus Johnson Ford is not a dealership from which you want to be purchasing your vehicle – the owner and employees of this dealership are dishonest and do not care in the least about their customers. My daughter is asthmatic and cannot tolerate cigarette smoke, so when looking for a vehicle I make sure that it is non – smoking. After test driving a 2013 Ford Edge I noticed that it had a strong odor in the vehicle, but the salesman assured me that this was just the scent of cleaning solution (that would air out) and that the vehicle had never been smoked in. Since my current car keeps breaking down I decided to purchase this vehicle, against by better judgment. After a couple days, the car sure did air out, leaving only the smell of tobacco behind. Furthermore, my daughter had an asthma attack after spending about 20 minutes in the car, making this vehicle useless to me.
After contacting Gus Johnson Ford about this issue they offered me to detail and clean the car interior, which did absolutely nothing about the smell. Then they offered to exchange the Edge for a similar “non-smoking” vehicle, however all except one that they showed me also stank of tobacco. Finally they showed me one Edge (a former [redacted] rental) that was odor free, but then demanded that I pay an additional $6000 since this Edge had 4000 less miles on it, which is laughable since you could drive a rental car that many miles in only a few days (for the cost of $500 or less). Furthermore, I noticed that another Edge that was parked next to one that they showed me had a damaged exterior and when I asked the why Gus Johnson Ford had damaged cars on their lot, the salesman replied that this car was from an insurance auto auction and that they still needed to fix it. So chances are that you will receive a formerly wrecked vehicle if you purchase a used car from Gus Johnson Ford.
To add insult to injury, when following the sales manager down the corridor towards Gus Johnson’s office, the sales manager quickly turned with his arm extended around struck my hand in such a manner that the keys of the Edge that I was holding bounced towards him. After the sales manager struck me, the big oaf then proceeded to accuse me, a petite woman, of assaulting him and dialed the police. Instead of acting shocked at this situation the sales team were snickering, and I even overheard one of them make the remark that the sales manager “had mastered that trick”, so it is quite obvious that this is a stunt that Gus Johnson Ford pulls quite often in order to discourage customers from returning damaged vehicles. Given the blatant dishonesty and the utterly reprehensible behavior of the sales staff, it would not be surprising at all if Gus Johnson Ford would sell you a vehicle with other defects that will end up costing you thousands of dollars extra to fix in the long run or could even endanger the life of you family.
One final thing that I would like to add is that when I told one of the salesmen that I would post a negative review online about my experience at Gus Johnson Ford, he just laughed and replied that for every bad review that they receive, Gus Johnson Ford will have ten friends or family post fake five star reviews. In hindsight, it is quite obvious that the positive reviews of Gus Johnson Ford have been written by paid shills since most of them are very brief and lack detail or mention specific employees by name, who were probably the ones that actually wrote those reviews. As another reviewer stated, there should be negative five star rating option available specifically for Gus Johnson Ford.