Haley Ford of Chester Collision Center

Review: Purchased a vehicle from Haley Ford around 6:30pm on November the 7th. I traded my vehicle in and was given $8000 as trade value and I also put $5000 cash down for a total of $13000 down on a [redacted]. Being as if it was dark I as unable to view the vehicle panels to see the noticeable water damage on the window panels on both driver and passenger windows as well as along the windshield until the next morning. When I went to the car that next morning I immediately saw it and took the vehicle back to [redacted] to have it repaired. The used car manager rudely says you brought a used car and there is to be expected some damage and refused to repair the panels. After 2 more visits I spoke with the gm who advised that nothing would be done other than buffing the panels. I told them that I will refuse financing for the vehicle and ultimately after filing numerous complaints with [redacted], I received a message from [redacted] the Regional mgr who informed that she would not assist me in this matter, even after being threatened by the gm and verbally abused by the used car mgr. No apologies were offered at all!! [redacted] finally called and asked me to bring the vehicle in and that they were going to void the deal and return my vehicle as well as the $5000 dollars I put down with it. I arrive to the dealership, and my vehicle was returned and but I was told that I had to wait for my $3000 dollars as I had cancelled the check on the other $2000. I asked to have it in writing and the finance mgr [redacted] said that he could not do that. I asked for the number to customer service and they said they could not give me that number either. Asked when they will return my money and [redacted] says he cant say. Which is why I chose to record his verbal agreement to return all my funds using my phone. If I have returned their vehicle after they voided the contract, then all funds should have been returned at that time in the form of a check as he promised before I returned their vehicle--especially considering that the funds had cleared my account on the 7th and today is the 15th; over a week later. This company is dishonest and need to have better customer relations with their customers and not misrepresent certified vehicles when clearly the vehicles are plainly put "used". Customers should not be called outside of their names when they are lodging legitimate complaints against their merchandise and all efforts should be made to make sure the customer is satisfied from DAY ONE!! At this point I am simply waiting for the return of my funds and advise others to be ware of this dealership as ethics, quality, and standards are in short supply.Desired Settlement: I am awaiting the return of my $3000 as promised by [redacted] the finance manager.

Business

Response:

[redacted] made several trips to our dealership on multiple occasions and worked very closely with her sales rep., [redacted], to select a vehicle she could secure financing on. [redacted] was greeted by [redacted] with respect and professionalism as she weghed several different options before finalizing a purchase on Nov. 7th, 2013.She selected a [redacted] with less than 29,000 miles from Haley Ford. The [redacted] was a pre-owned certified vehicle that had passed all [redacted] requirements to qualify for the certified status. This provided [redacted] a 4 year/ 48,000 mile bumper to bumper warranty and 7yr/ 100,000 powertrain coverage as well. In addition to savings of price and the enhanced warranty, [redacted] also negotiated into the agreement that we repair a few minor cosmetic issues to the best of our ability. These concerns were documented in the deal. In the business office, at the time of delivery, [redacted] made mention several times of how pleased she was that the disclosure of terms and figures was as accurate and true as was promised during the negotiation process. That night, she was more than happy to sign her contract and deliver the $5000 downpayment and make the trade. Four days later, [redacted] returned with the [redacted] and demanded that water spots on the window trim be repaired. Her request was initially denied as the cause of the spots appear to be acid rain damage, a condition that is not covered by any warranty and is merely a minor cosmetic issue. However, at this time, the General Manager agreed to order and replace the damaged panels as a matter of goodwill. The entire time [redacted] kept threatening to not complete the final step of financing, the welcome interview by phone with the bank. She informed us that the General Manager at [redacted], [redacted] by name - she displayed his business card- , had told her that if she wanted to get out of the deal, all she had to do was refuse to do the interview and the bank would not fund the loan. Nonetheless, when the G.M. agreed to replace the panels and told her it would be two to three days she appeared satisfied and left in the [redacted]. Three days later, when the parts arrived, [redacted] was contacted to make arrangements to have the parts installed. She then informed the manager that she would be returning the vehicle and expected to get a full refund. When she retuned the vehicle, [redacted] was given her vehicle back, cleaned and with a new inspection sticker at no charge and told that her downpayment would be refunded once we verified that we had been funded as her downpayment consisted of cash, a credit card, and a personal check. It was at that point [redacted] informed us that she had stopped payment on her check but insisted that we refund the balance immediately. [redacted] downpayment has since been returned and the transaction voided. [redacted] made several claims in her letter that are completely unfounded and untrue. Haley Ford strives to deliver exceptional customer service and has been recognized annually by [redacted]. as being one of the best in the country. If [redacted] has any additional concerns, I will be happy to discuss them with her.

All sales, no service. Less than honest on so many levels. Beware.

Review: My wife and I had an appointment with the dealership on 12 Nov 2013 at 1315 hrs with [redacted] (salesman). We arrived at the agreed upon time and met with [redacted]. The car we went to look at ([redacted]) was not in stock at the dealership. [redacted] showed us a [redacted] and said the * was the same style, just not as equipped. We then decided to look at a [redacted]; took it for a test drive, we decided this was the car for us.

We went into the showroom and started proceedings. The manager took my vehicle ([redacted]) for appraising. When he returned, he stated he would give me top [redacted] value (approx [redacted]) for my vehicle and we shoke on this. Well, [redacted] started the necessary paperwork; we agreed on the price for the new car ($[redacted]) and a payment of ($[redacted] for 72 months). He went and spoke with the manager and came back and said it was a deal, we shoke on this. He went over the owners manual with us, explained the door entry code and [redacted] and how to get the free six month service. He told me I needed to call my insurance company to have the insurance changed. He then gave me the manual and the keys to the new car. He stated he was going to fill up the new vehicle and have it cleaned. He said the manager would be calling us in a few minutes.

Well, when he returned, the manager met him outside and they seemed to have an disagreement. When he came inside, he came to us and stated he was sorry, but I needed a cosigner because I did not make enough money (I make $[redacted] per month and currently paying ($[redacted]) on my current vehicle. The manager never came to us and asked no questions or explained anything.

After leaving the dealership, I called back and asked how could they just change their minds. I was told, who said you were approved? This is the only thing the manager would say. No apology or anything else. The dealership back out of a agreement!Desired Settlement: I want the vehicle agreed upon and an apology.

Business

Response:

In response to the complaint filed by [redacted], the sales manager involved in the negotiation has already apologized for any misunderstanding to [redacted] on the phone prior to him filing his complaint. Our apology was given for any misunderstanding between the salesperson and [redacted]. We negotiated with [redacted] in good faith and did come to an agreement regarding the purchase. However, we never informed [redacted] that the loan application had been approved and it ultimately was denied. We have no control over a customer's ability to finance and more issues were involved than just income. We do not approve or turn down any application and must rely on the lending institutions for those decisions. [redacted] has received or will receive documentation from the lending institution as to why his application was declined. Our core business is the sale of automobiles and we would certainly deliver the car to [redacted] had his financing been approved. If [redacted] is able to secure his own financing in order to provide payment for the vehicle [redacted] has selected, Haley Ford would certainly honor the agreed upon prices.

Review: No return of extended warranty on a vehicle purchased in july 2014. Ive been waiting for 8 weeks now and get the run around when I call their finance department.Desired Settlement: I've been waiting over 7 weeks for my refund on an extended warranty on a vehicle purchased from this dealer. Ive called at least three times only to get the run around. They owe me that refund plus a gap insurance refund totaling about $1,500.00. I will never purcase another vehicle from this business. I have purchased 3 vehicles from them in the last 4 years. Please help me get my refund back.thanks,ronald creed

Business

Response:

I spoke with Mr. [redacted] this morning, and unfortunately, it appears as there was a break down in communication on our behalf in regards to the time frame required to process his refunds. The cancellation form states "up to 90 days", but Mr. [redacted] was under the impression it would take 4-8 weeks. I have contacted our accounting office and was informed that the process will be completed by the end of this week. Mr. [redacted] informed me that he would be contacting the Revdex.com sometime today and update his complaint to resolved.Thank you,[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The customer contacted Revdex.com to state the check has not been received in the mail at the business stated it would be.

Business

Response:

Good Morning,As per my previous communication, our accounting office put a rush on this refund for Mr. [redacted] and a check was mailed out Friday, as promised. I would expect him to receive this today, and certainly no later than tomorrow. I'm sure the 4th of July weekend would be why he hasn't received yet, however, I have the amount of the check noted and I have been assured by my accounting office that the check has been mailed. Regards,[redacted]

Review: On 5/6/14 I took my 2006 Ford [redacted] in to have the keys programmed to the Powertrain Control Module that had been installed. I was told by the Ford rep ([redacted]) that they could not download the information from the new PCM unit to reprogram the keys and I was told to bring the old unit in to see if they could pull the information off of that unit. After dropping the old unit off I was contacted on 5/7/14 that they still couldn't download the information but that the old unit took the information and the car was installed and the car was working fine. When I came to pick up the car it was towards closing time but when I started driving the car the engine light was on and the car was driving terrible had a shake to it. I called the rep ([redacted]) and let him know what was going on and that I didn't request them to reinstall the old unit because that was the problem initially that the old unit burned one of the coils. I was told to bring the vehicle back which I did on 5/9/14. I spoke with [redacted] again who basically said they wanted to do more diagnosis on my vehicle but I refused because I was already charged $202.40 for service I DID NOT request which was installation of the PCM unit that was originally taken out of the car because it was bad. I was told that the charge would stand and that nothing else could be done without them charging me for an additional diagnostic charge. But on the paperwork I received they had already stated that the car had a P0356 code but they still gave me the car in that condition anyway.Desired Settlement: I would like a refund of this charge because they didn't not do anything the vehicle was already working and starting with the old PCM and the keys started the vehicle. The FORD SERVICE dept. didn't do anything to change the condition of the car, all they did was undo the work that had already been done and charged me for it even though the car is driving worse than before I brought it in to them.

Business

Response:

The 2006 Ford [redacted] was towed in May 6, 2014 and Mr. [redacted] presented us with two keys that he said needed to be programmed as he had replaced the PCM and that the car wouldn’t start. Our technician attempted to program the keys but was unable to do so as the PCM that had been installed didn’t recognize the 2006 [redacted] and was not programmed to operate this car.

We asked Mr. [redacted] if he had the original PCM so that we might be able to download the programming from his old PCM to the replacement. He brought the old PCM to us and we tried to download the information but could not as the replacement PCM would not accept the transfer. We then installed the original PCM back in the car and were able to program both keys and start the engine. The check engine light came on and the car was running rough almost immediately. Trying to help the customer, we retrieved the malfunction code that indicated the coil on cylinder #6 was bad. To correct this problem and fix

the rough operation, we recommended replacing the coil for that cylinder. At this point the customer asked us not to go any further and questioned if installing

the old PCM caused the coil to fail. We explained to him that a PCM cannot cause a coil to fail but more likely it failed due to time and mileage

(156,000). We had no idea when the condition was diagnosed initially but feel that was probably why he replaced the PCM to begin with. We have never seen this car prior to this and could not drive it prior to our diagnostics as it would not start and was towed in to begin with. I’m sorry Mr. [redacted] is not satisfied with the results but he declined to perform the repair we recommended and is asking us to refund his money for time we spent diagnosing a problem caused by him replacing a part with an incorrect PCM and a part that probably wasn’t the cause of his concern to begin with. If Mr. [redacted] would like to discuss this with me further, I’ll be happy to readdress his concerns at that time but we will not refund his money.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,