First and foremost our customer, is our guest, here at Henry Day Ford We treat them as suchTheir comfort and safety is a top priority That is why I as the General Manager inspected the vehicle on 6/27/ In addition, I reviewed the service history The service history
revealed that the vehicle was driven miles prior to the accident occurring (See the attached repair orders) The torque spec for the truck is foot pounds, the tech torqued the wheel to that spec On top of that we have a "buddy system" that double checks the work of others So the possibility of over or under torquing a wheel is prevented The customers' insurance agent from USAA told our service adviser, Shawndale, that due to the number of variables; the cause of the sheared wheel would never be able to be determined He confirmed that it was an insurance matter I agree with that position The customer has since towed his vehicle from the dealership However, I reached out to Mr*** via email as a goodwill gesture and asked if we could inspect the truck We would go to where the vehicle is located and take some measurements Should we find an error in workmanship, then we will be accountable If we see no error, Henry Day Ford would still be receptive to helping the guest At this time we will wait for Mr*** to respond to my email I will update the Revdex.com with any new information
I met with Mr*** on 5-4-at 5:PM. After listening and assessing the situation I informed the guest of the following.1. The tires on his truck were guaranteed by Ford for months. 2. The vehicle is years old. I informed Mr***
that Henry Day Ford is an agent for Ford MoCoand that we administer their warranty.3. I informed Mr***, that Ford did in fact turn down his warranty request4. I told Mr***, that on occasion Henry Day Ford will perform goodwill gestures when a customer is just outside of the warranty time line, but not years out.5. Furthermore, Mr*** said that he bought replacement tires from an independent shop. It is our position that Mr*** should have paid for the tires and that Henry Day Ford has no responsibility in the matter
To whom it may concernAuto Connection has numerous emails, explaining to the customer to contact the bank concerning this issue over the last few months We would be willing to provide those emails.if needed We gave him multiple Phone numbers and addresses to different Credit
Union locationsAs far as the owners manual and floor matsWe also told them on different emails that those are also available for him to pick up, but he has been in **We cannot change or discuss his past due status with the lender because that is private information between the customer and the lender And that also has been shared with the customer on three separate emails...If further information is neededPlease feel free to email back.Thanks
Complaint: ***
I am rejecting this response because:The response from Henry Day Ford Inc to my
complaint was unsatisfactory.I am growing more frustrated and disappointed in
Henry Day Ford Inc in their general unwillingness to address the issues of my problem
and their specific unwillingness to respond to the issues of my complaint. My complaint was neither ambiguous nor
convoluted. It was straightforward and
precise. Quoting from the complaint: “MrJeremy ***, I feel that I was, without question, misled by
your sales representative, Dave ***, as to the construction, quality and
usability of the tires on the new F-I purchased from your dealership.” Continuing to quote from the complaint:
“I am extremely troubled, disappointed and angered when the same tires
that Dave represented to me as upgraded ‘All-Terrain’ tires, perfectly designed
and fit for off-road use, now Ryan, Shondale, Brad and Jeff tell me the tires
are not suited for use on a graded and maintained gravel/dirt road. Furthermore, they concluded that the damage
sustained to the tires was my fault and therefore it’s ‘my problem.’ Your dealership’s position confuses me,
inasmuch as I used the tires precisely as I informed the dealership that I
would and was assured that this type of usage would be and acceptable
for these upgraded ‘All-Terrain’ tires.
So, how is the failure of these three tires now my fault and my problem?” If the issues of my complaint are still
misunderstood by you, please reread the complaint and/or request specific
clarification, from me, regarding what you don’t understand.
My request is that Henry Day Ford Inc responds
to the issues addressed in the complaint.
Sincerely,
Brent ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I have tryed many time to reach the lender, but they would not return my calls or emails, I paid $4,000,to Auto connections for my jeep in April of and my first payment in June of at that time the lender said they would send me my payment book so that I would know where to send my payment, as of this date I never revived the book, they sent someone to come take my Jeepso now they have my $4,and I am out of a jeepand they put on my credit Repowhere is my money
The guest is coming in on Monday (7-25-16) to have the repair performed. Brad, the Henry Day service director made contact with the guest & resolved the errors and communication issues. The guest stated that he will cancel the Revdex.com case. No other action is required....
Mr. [redacted] came into the dealership for the first time and needed an oil change. After the oil change, Henry Day Ford received multiple negative reviews on different review sites from Mr. [redacted]. As you know, we respect and value all of our guests. As a result of the negative...
reviews; 3 senior managers from Henry Day Ford called, emailed and texted Mr. [redacted]. Henry Day Ford would like to correspond with Mr. [redacted], as this situation is a simple misunderstanding; but have heard nothing back for the last several days. Mr. [redacted] has a hybrid car which has different maintenance requirements when compared to a car with a conventional gasoline engine. For example, Mr. [redacted]'s car takes a more expensive 0W20 full synthetic oil vs. a traditional car which may take 5W20 synthetic blend oil. This situation can be quickly resolved. So please ask Mr. [redacted] to contact me at Henry Day Ford. Thank you,Trent B[redacted]
First and foremost our customer, is our guest, here at Henry Day Ford We treat them as suchTheir comfort and safety is a top priority That is why I as the General Manager inspected the vehicle on 6/27/ In addition, I reviewed the service history The service history
revealed that the vehicle was driven miles prior to the accident occurring (See the attached repair orders) The torque spec for the truck is foot pounds, the tech torqued the wheel to that spec On top of that we have a "buddy system" that double checks the work of others So the possibility of over or under torquing a wheel is prevented The customers' insurance agent from USAA told our service adviser, Shawndale, that due to the number of variables; the cause of the sheared wheel would never be able to be determined He confirmed that it was an insurance matter I agree with that position The customer has since towed his vehicle from the dealership However, I reached out to Mr*** via email as a goodwill gesture and asked if we could inspect the truck We would go to where the vehicle is located and take some measurements Should we find an error in workmanship, then we will be accountable If we see no error, Henry Day Ford would still be receptive to helping the guest At this time we will wait for Mr*** to respond to my email I will update the Revdex.com with any new information
I met with Mr*** on 5-4-at 5:PM. After listening and assessing the situation I informed the guest of the following.1. The tires on his truck were guaranteed by Ford for months. 2. The vehicle is years old. I informed Mr***
that Henry Day Ford is an agent for Ford MoCoand that we administer their warranty.3. I informed Mr***, that Ford did in fact turn down his warranty request4. I told Mr***, that on occasion Henry Day Ford will perform goodwill gestures when a customer is just outside of the warranty time line, but not years out.5. Furthermore, Mr*** said that he bought replacement tires from an independent shop. It is our position that Mr*** should have paid for the tires and that Henry Day Ford has no responsibility in the matter
To whom it may concernAuto Connection has numerous emails, explaining to the customer to contact the bank concerning this issue over the last few months We would be willing to provide those emails.if needed We gave him multiple Phone numbers and addresses to different Credit
Union locationsAs far as the owners manual and floor matsWe also told them on different emails that those are also available for him to pick up, but he has been in **We cannot change or discuss his past due status with the lender because that is private information between the customer and the lender And that also has been shared with the customer on three separate emails...If further information is neededPlease feel free to email back.Thanks
Complaint: ***
I am rejecting this response because:The response from Henry Day Ford Inc to my
complaint was unsatisfactory.I am growing more frustrated and disappointed in
Henry Day Ford Inc in their general unwillingness to address the issues of my problem
and their specific unwillingness to respond to the issues of my complaint. My complaint was neither ambiguous nor
convoluted. It was straightforward and
precise. Quoting from the complaint: “MrJeremy ***, I feel that I was, without question, misled by
your sales representative, Dave ***, as to the construction, quality and
usability of the tires on the new F-I purchased from your dealership.” Continuing to quote from the complaint:
“I am extremely troubled, disappointed and angered when the same tires
that Dave represented to me as upgraded ‘All-Terrain’ tires, perfectly designed
and fit for off-road use, now Ryan, Shondale, Brad and Jeff tell me the tires
are not suited for use on a graded and maintained gravel/dirt road. Furthermore, they concluded that the damage
sustained to the tires was my fault and therefore it’s ‘my problem.’ Your dealership’s position confuses me,
inasmuch as I used the tires precisely as I informed the dealership that I
would and was assured that this type of usage would be and acceptable
for these upgraded ‘All-Terrain’ tires.
So, how is the failure of these three tires now my fault and my problem?” If the issues of my complaint are still
misunderstood by you, please reread the complaint and/or request specific
clarification, from me, regarding what you don’t understand.
My request is that Henry Day Ford Inc responds
to the issues addressed in the complaint.
Sincerely,
Brent ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I have tryed many time to reach the lender, but they would not return my calls or emails, I paid $4,000,to Auto connections for my jeep in April of and my first payment in June of at that time the lender said they would send me my payment book so that I would know where to send my payment, as of this date I never revived the book, they sent someone to come take my Jeepso now they have my $4,and I am out of a jeepand they put on my credit Repowhere is my money
The guest is coming in on Monday (7-25-16) to have the repair performed. Brad, the Henry Day service director made contact with the guest & resolved the errors and communication issues. The guest stated that he will cancel the Revdex.com case. No other action is required....
Thank you.
Mr. [redacted] came into the dealership for the first time and needed an oil change. After the oil change, Henry Day Ford received multiple negative reviews on different review sites from Mr. [redacted]. As you know, we respect and value all of our guests. As a result of the negative...
reviews; 3 senior managers from Henry Day Ford called, emailed and texted Mr. [redacted]. Henry Day Ford would like to correspond with Mr. [redacted], as this situation is a simple misunderstanding; but have heard nothing back for the last several days. Mr. [redacted] has a hybrid car which has different maintenance requirements when compared to a car with a conventional gasoline engine. For example, Mr. [redacted]'s car takes a more expensive 0W20 full synthetic oil vs. a traditional car which may take 5W20 synthetic blend oil. This situation can be quickly resolved. So please ask Mr. [redacted] to contact me at Henry Day Ford. Thank you,Trent B[redacted]