[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:DAVE, I want you to understand that it was not ME that made the request for things to be done in a hour window, in fact, I WOULD HAVE BEEN FINE if it had taken multiple days, my issue was that HOFFMAN FORD told me it would only take a couple of hours and that I WOULD NOT NEED A RENTALOnce again, you do not have your facts straight, it is the vehicles insurance company that hit me that offered a rental! Not you! I am offended that you are taking the credit for "offering" me a free rental at no charge, when it was [redacted] that offered it to me because it was part of the mans insurance policyIt is EXTREMELY bad business that you are placing the blame on ME for giving a hour window, when that was NEVER my ideaI truly would have been fine with keeping the rental longer and would have gotten all of my work belongings out of my car and made due with the alternative vehicle IF THAT IS WHAT WAS PLANNEDPlease ALSO remember, that my service WAS NOT COMPLETED the at the body shop, instead of doing the service, they just quickly buffed off the scratch, otherwise, my vehicle would have not been given back to me that night and I would have been screwed for work the next day without all my work stuffIn your response, you fabricated THINGSYou state that I AM THE ONE THAT GAVE YOU A HOUR WINDOW, when it was HOFFMAN that told me when things would be completed and that it probably wouldn't be necessary to have a rental!!! I only got the rental because [redacted] offered it and I thought it would be nice to go home instead of wait in the waiting roomYou state that YOU OFFERED ME A RENTAL FREE OF CHARGE when it was NOT you that offered the vehicle, it was the car insurance that hit me, I can't believe you are taking ownership of that being offered to me when it had nothing to do with you guysYou say that the services were successfully completed which again ISNT TRUEthe body shop DID NOT do the job, they just buffed out the scratch instead of doing the paint job AND DID NOT REPLACE THE MIRROR, so that it would be given back to meOnce again, bad business that you are taking complete ownership for offering me a rental that had nothing to do with you, BLAMING your customer for "constraining" you to hours when that was YOUR promise, not MY requirement, ONCE AGAIN, I would have been fine with the rental for a couple days PROVIDED BY [redacted] , had I been informed so that I could plan my life accordingly, but the issue was that YOUR organization promised the time frame, NOT MEFurthermore, you are saying work was done in the body shop that was never even done so I could get my vehicle backPlease get your facts straightI am even more disgusted with your business now that your response is full of complete lies Regards, [redacted] Boughter
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I truly appreciate your response, and wish SO badly this was the original response I had receivedThis is how business SHOULD be done, and coming from a retail management background who now manages several accounts throughout [redacted] PA, I know that it is completely unacceptable to argue with a customer, let alone, FABRICATE stories to make the customer sound worseI was appalled when I read the response, I could not believe that after reaching out to Better Business to express my concerns, I was blamed for the issueI think it is completely unacceptable that Hoffman took credit for giving me a rental for the entire day "free of charge" when it was provided to me by [redacted] through the man who hit me's insurance agencyIn fact, Hoffman was the one who said I probably would not need to use [redacted] for their rental because the service would be quite fastLike I had said many times now, I was OKAY with the service taking however long it needed to, I just needed to be informed because of my traveling for work and having all of my business needs in my car, especially my tall salon chairs which would not fit in the small rental I had, so I just needed Hoffman to communicate with me so I could plan accordingly I then was appalled that I was blamed for making Hoffman do ALL of the services in hours and that I REQUIRED they be done in that time, when I have NO IDEA how long things take and would NEVER require a time frame for ANYTHINGThe whole point of me calling multiple times to confirm the service and the time frame, was not me REQUIRING anything from you or PRESSURING things to be done a certain way, I am ALWAYS overly kind and generous and simply was calling to confirm because of my severe issues with communication in the past with Hoffman and had a large business trip the day after my service and was worried about getting my car serviced the day before, but once again, I was ensured it would only be hoursIT WAS NOT ME WHO REQUIRED THAT TIME FRAMELASTLY, for Hoffman to TAKE CREDIT of FIXING MY VEHICLE AND COMPLETING THE SERVICE when the service was never done so that I could get my car back, that is again, unacceptableThere is no excuse to blame a customer for all the said things, when none of them are true, and it is unacceptable to do all of that through Better BusinessThe lack of fact finding and getting the information straight is just another reason why I cannot trust this businessWhile I am thankful for your response and really wish it had been the first one I had received, I really cannot give you my business ever againThis makes me incredibly sad, because the day I bought my car, was such a wonderful memoryI had been on life support for a month and had endured terrible injuries, I had not driven in over a year and really wanted a safe car, The sales reps were all wonderful, and I had such a great experience, but then when I started getting services, it all went downhill Regards, [redacted]
We do apologize for the inconvenience that [redacted] had to endure during her visit to our dealership as there was some miscommunication that took place between what was initially told to her by our dealership personnel and what was told to her by representatives of Ford Motor Company’s Customer Relationship Center in regards to her fuel tank on her [redacted] being covered under the recall Unfortunately our dealership does not make the decisions in regards to if certain parts are covered by certain recalls, as that decision solely lies with Ford Motor CompanyIt is unfortunate that Ford Motor Company chose not to cover the leaking fuel tank as part of the recall and in turn required [redacted] to pay for the fuel tank herselfWe made a special exception for [redacted] by allowing her to purchase her own fuel tank for this vehicle straight from the parts distributor therefore reducing the amount of money she had to spend out of pocket for the repairDue to the inconvenience that [redacted] endured we also give her a 10% Labor discount on the installation of the fuel tank in her vehicleAs of 10/2/14, the fuel tank replacement repair was complete, the recalls on her vehicle are complete and her bill has been paid in full Todd *H [redacted] Vice President
To whom it may concern, In regards to [redacted] filed complaint we feel as though she has no grounds to file this complaint On August 27th 2015, [redacted] did bring her Ford [redacted] to us here at Hoffman Ford for us to perform a Fords Work package which included an oil change and filter, rotation of the vehicles tires, and topped off all the vehicles fluidsDuring the oil change process when the vehicle was up on our lift our certified technician also performed a complimentary multi-point inspection of the vehicle, which is customary for all vehicles we perform service onWhile performing the complimentary multi-point inspection, the technician found that the sway bar links on the front of the vehicle were missing and noted this on the multi-point inspection report card and brought it to the service advisors attention When the technician reported these findings to our service writer, and he informed [redacted] about the findings and recommended we perform the services at that time, she declined the recommended servicesYou can see the list of items in the attached documents in which the technician found during the complimentary multi-point inspection and that [redacted] declined When [redacted] declined these recommended services including the need to replace the front sway bar links that were missing, the service advisor documented this service specifically on the repair order that [redacted] signed when she paid her bill for the oil changeThis signed repair order is also included in the attached documents By [redacted] coming back to us a year and a half later and now accusing us of removing the sway bar links is unsubstantiatedWe recommended the service to replace them a year and a half ago because they did not exist Now that she has her vehicle at another service shop, getting it inspected, and they too tell her that the sway bar links are missing and obviously needed to replace them, is not our fault or financial responsibilityWe feel as though [redacted] has no recourse against Hoffman Ford in this situation with her Ford [redacted] Please See Attached Document Ryan *H [redacted] Vice President
MsBoughter is correct in this case that we over promised and under delivered, and we apologized for this, but she too has to be reasonable when it comes to her expectations [redacted] stated to us that she called times in the days prior to her visit to assure that this service would be handled by 12:00PM without delay Knowing that she would be dropping off the vehicle the morning of her appointment and that the hour window of time she was constraining us to was a stretch to complete the services, Ron Mour Body Shop Manager offered a free rental vehicle to [redacted] for the day which she took him up on at no charge to her and at our expense MsBoughter dropped the vehicle off for service at 8:47AM for her tires to be balanced, complete a wheel alignment and perform a throttle body campaignOur service advisor did tell [redacted] that the car may be ready for piat 12:00PM like she requested and that would have been feasible except for the fact that the vehicle still had to go over to our body shop to have a mirror replaced and a door handle issue addressed at MsBoughter’s request We understand that [redacted] relies on us to make repairs and tell her how long it will take to work on her vehicle but giving us only a hour window of time to complete all of this work was a bit of a stretchWe assumed that since she was now in a rental for the day at no charge to her, we had more time on our hands to complete the work that she requestedIn hindsight we should not have assumed anything and should have communicated to her that there was no possible way that we could complete the service work and the body shop work in the hour time frame she was allotting us and we should have told her we needed the car for the entire dayAgain, we apologize to her We agree whole heartedly with her that communication is everything and in our industry communication is something we work on every dayBut, when you have to communicate with over 100+ customers a day and keep their paperwork organized, send them emails, or make phone calls to them all, sometimes we miss a few or miscommunicate with them and we apologize for this We are sorry that [redacted] feels as though we have not tried to keep her as our customerA few months ago we compensated her by giving her a free oil change to be used at her convenienceAgain, we apologized to her for this current situation that occurred and hope that she would continue to be a customer of Hoffman Ford but we don’t feel as though refunding her money is proper since our services were provided and successfully completed and since we covered the cost of a rental vehicle for her Sincerely, Dave C [redacted] Fixed Operations Director Hoffman Ford Reviewed By Ryan H [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 not satisfactory as Hoffman ford had stated in the letter they are not responsible for the plates but sent a letter to the NYC DMV taking full responsibility for destroying my plates which I have copies of paper work I thank Revdex.com for trying to rectify this situationAs for Hoffman ford I thank you for yet another untrue statement and look forward to Solving this matter at a higher level have a nice day Regards, [redacted]
***, I want to let you know that I am aware of and can understand your dissatisfaction and the inconvenience that was placed on you and am promptly investigating this furtherI am very sorry about this whole situation and offer my sincerest apologyI plan to speak further with my team and my managers (Dave & Ron) to learn more about this issue and the events that led up to now and take action My grandfather founded this company on the core belief that we are here to serve the customer and you obviously have been a good customer of ours and I hope that we can resolve this issue and that you would be willing to stay our customer Again, I wish I could go back in time and handle your situation personally from the beginning so that I knew that it would have been handled properly but unfortunately since my grandfather and father have successfully grown our company over the years it is hard to have a hand in everything that occurs since I’m only one individual I apologize for the response that was provided to you and I assure you I have already had a lengthy conversation with Dave about itHe agrees that he did not do enough fact finding before he responded and I will take full responsibility for that because he is currently handling positions within our organization as we are actively seeking a service manager to assist him with day to day operationsSo again I apologize on his behalf and more importantly on behalf of Hoffman Ford, and assure you this is not how we do business I know hindsite is always 20/in situations like this but now my only goal is to earn your trust once again and work with you to determine a solution that will work for both of usIf you are willing, I would like to set up a date and time to complete the services that were not completed and truly provide you with a rental car for the day if you would need one for your work Please try to wipe the slate clean and put everything that happened up to this point in the past and you and I will figure out how to get to a solution that will work for both of us I would kindly ask you to accept my response and e-mail me or call me personally to work this matter out and hopefully set a date and time that I will personally meet with you and have my team handle the process correctly so that we get you taken care of like you should have been and will be in the future! Look forward to hearing from you, Ryan *H [redacted] Ryan.H [redacted] @HoffmanFord.com ###-###-#### (Since I am not always at my desk if you leave a voicemail I will call you back as soon as I can)
Response to customer: [redacted] and her husband purchased a vehicle on 09/30/2013; during that sales process it was suggested either by them or by us that rather than paying cash it may serve them better to reestablish their credit historyAccording to the finance manager this was easier said than done the lender wanted the deal reconfigured to be compliant with their buying guidelines converting two thousand dollars of their six thousand dollar equity to cash down accomplished that The customer came to the table with an additional two thousand dollars giving them a total of four thousand dollars downThis is how the trade allowance went from six to four thousand dollars In addition to the vehicle they purchased ESP Ford extended warranty coverage that was part of the sales agreement contractIn the event that a customer wishes to cancel ESP coverage the money will always be surrendered to the lender not the customer [redacted] wants us to give her the check and feels their two thousand dollar cash investment was for the warranty purchaseUnfortunately there is no way to dissect what funding supports individual items on sales contractsAll dealers sign agreements addressing like issues in writing guarantee those lenders they will protect their interests as we will in this caseIf ***/ [redacted] clears this obligation providing evidence of that transaction, a cancellation will executed and returned to them not the lender It’s is our understanding that [redacted] ’s husband [redacted] has an arrangement with his boss to pay off this obligation and we await his instructions to conclude this issue Regarding the New York license plate, we Hoffman Ford Incdo not do business in the state of New York and not privy to activities and or responsibilities pertaining to transfers or disposal of platesIt is the responsibility of the plate owner to handle New York plates in accordance with their laws Compensation for pain, suffering, and embarrassment, any embarrassment was clearly self-inflicted considering [redacted] s vulgar rants not limited to an enclosed office but spread throughout our place of businessThis display of inappropriate behavior was not only witness by most employees but by our customers in service and showroom as well [redacted] ’s behavior was so reprehensible that we were forced to call the police and have her removed from our place of businessIf any pain and suffering is due it should be to all customers and the police officers that were forced to bear witness to this torrent of obscenities Hoffman Ford has been in business for more than sixty years, our customer records indicate we have had the privilege of serving more than fifty thousand customers in that timeHoffman Ford does not cheat, lie, or knowingly take advantage of any customer [redacted] is entitle to any and all consideration afforded to all Hoffman Ford customers [redacted] is not entitled to have us breach contractual agreements with our lender sources [redacted] is invited to continue to use Hoffman Ford services, or question anything she may not understand as long as she displays intelligence and adult behavior Regards, Alan M [redacted] General Sales Manager Reviewed By: Earl Hoffman President
In response to Hoffman Ford’s documentation, the attachment is not the original copy, my car or name information is not referenced on the document and the document appears to be altered I questioned why would the sway bars be missing from the vehicle? After the closure of [redacted] Ford, Hoffman service department was the only shop working my vehicle of which the vehicle was purchased brand new from [redacted] If the sway bars were off of the car, Hoffman removed them or they were never on the vehicle I don’t believe that is the case because the subject would have come up soonerEvery time my vehicle went in for a basic oil change, Hoffman ran a check to generate more business on other service repairs I was told twice by Hoffman the sway bars needed to be replaced due to safety not because they were missing In either case, Hoffman is responsible as they have dissembled my vehicle on many occasions when they were not asked to do those checks Sometime along the line, they removed the sway bars and assumed I would get the service done with their shop This shop didn’t invite me to check behind their service tech so it’s very difficult to valid the claim until another shop reviews a vehicle and brings up the errors This shop is known for shady service repairs and standard everyday repairs are subpar at best Based on my history with this shop, I accepted all of their recommendations for the exception of replacing worn sway bars and the right shift differentiate Also, my tech at the time told me it would be best to replace the sway bars at the time of the assessment but I had a little more time of which I didn’t have to replacement that dayI’m working to retrieve the service document for the repairs but Hoffman needs to provide the original documentation and or the email/text document provided when they supposedly sent the notice of repair Also, I would like to see the entire service history on the vehicle because the document provided is fraudulent Thank you, [redacted] ***
To whom it may concern,We have been in touch with [redacted] and she was to have an appointment to come in to discuss her concern with us this past Thursday (3/16/17) so that we could provide her in person with all of the original documents, that we have already included in this case, and explain everything in personShe did however request to reschedule this appointment for next Thursday (3/23/17) as the winter weather in Pennsylvania was not the greatest this past Thursday, so we agreedAt that time we hope to come to a resolution of sort, but we still do not feel as though [redacted] has any recourse against Hoffman Ford in the situation with her Ford Explorer We had hoped that we would have been able to give a final resolution to this matter via this response but since our meeting did not occur yet with [redacted] ***, we can not and we needed to respond within daysWe look Forward to meeting with [redacted] and going over everything with her
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:DAVE, I want you to understand that it was not ME that made the request for things to be done in a hour window, in fact, I WOULD HAVE BEEN FINE if it had taken multiple days, my issue was that HOFFMAN FORD told me it would only take a couple of hours and that I WOULD NOT NEED A RENTALOnce again, you do not have your facts straight, it is the vehicles insurance company that hit me that offered a rental! Not you! I am offended that you are taking the credit for "offering" me a free rental at no charge, when it was [redacted] that offered it to me because it was part of the mans insurance policyIt is EXTREMELY bad business that you are placing the blame on ME for giving a hour window, when that was NEVER my ideaI truly would have been fine with keeping the rental longer and would have gotten all of my work belongings out of my car and made due with the alternative vehicle IF THAT IS WHAT WAS PLANNEDPlease ALSO remember, that my service WAS NOT COMPLETED the at the body shop, instead of doing the service, they just quickly buffed off the scratch, otherwise, my vehicle would have not been given back to me that night and I would have been screwed for work the next day without all my work stuffIn your response, you fabricated THINGSYou state that I AM THE ONE THAT GAVE YOU A HOUR WINDOW, when it was HOFFMAN that told me when things would be completed and that it probably wouldn't be necessary to have a rental!!! I only got the rental because [redacted] offered it and I thought it would be nice to go home instead of wait in the waiting roomYou state that YOU OFFERED ME A RENTAL FREE OF CHARGE when it was NOT you that offered the vehicle, it was the car insurance that hit me, I can't believe you are taking ownership of that being offered to me when it had nothing to do with you guysYou say that the services were successfully completed which again ISNT TRUEthe body shop DID NOT do the job, they just buffed out the scratch instead of doing the paint job AND DID NOT REPLACE THE MIRROR, so that it would be given back to meOnce again, bad business that you are taking complete ownership for offering me a rental that had nothing to do with you, BLAMING your customer for "constraining" you to hours when that was YOUR promise, not MY requirement, ONCE AGAIN, I would have been fine with the rental for a couple days PROVIDED BY [redacted] , had I been informed so that I could plan my life accordingly, but the issue was that YOUR organization promised the time frame, NOT MEFurthermore, you are saying work was done in the body shop that was never even done so I could get my vehicle backPlease get your facts straightI am even more disgusted with your business now that your response is full of complete lies Regards, [redacted] Boughter
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I truly appreciate your response, and wish SO badly this was the original response I had receivedThis is how business SHOULD be done, and coming from a retail management background who now manages several accounts throughout [redacted] PA, I know that it is completely unacceptable to argue with a customer, let alone, FABRICATE stories to make the customer sound worseI was appalled when I read the response, I could not believe that after reaching out to Better Business to express my concerns, I was blamed for the issueI think it is completely unacceptable that Hoffman took credit for giving me a rental for the entire day "free of charge" when it was provided to me by [redacted] through the man who hit me's insurance agencyIn fact, Hoffman was the one who said I probably would not need to use [redacted] for their rental because the service would be quite fastLike I had said many times now, I was OKAY with the service taking however long it needed to, I just needed to be informed because of my traveling for work and having all of my business needs in my car, especially my tall salon chairs which would not fit in the small rental I had, so I just needed Hoffman to communicate with me so I could plan accordingly I then was appalled that I was blamed for making Hoffman do ALL of the services in hours and that I REQUIRED they be done in that time, when I have NO IDEA how long things take and would NEVER require a time frame for ANYTHINGThe whole point of me calling multiple times to confirm the service and the time frame, was not me REQUIRING anything from you or PRESSURING things to be done a certain way, I am ALWAYS overly kind and generous and simply was calling to confirm because of my severe issues with communication in the past with Hoffman and had a large business trip the day after my service and was worried about getting my car serviced the day before, but once again, I was ensured it would only be hoursIT WAS NOT ME WHO REQUIRED THAT TIME FRAMELASTLY, for Hoffman to TAKE CREDIT of FIXING MY VEHICLE AND COMPLETING THE SERVICE when the service was never done so that I could get my car back, that is again, unacceptableThere is no excuse to blame a customer for all the said things, when none of them are true, and it is unacceptable to do all of that through Better BusinessThe lack of fact finding and getting the information straight is just another reason why I cannot trust this businessWhile I am thankful for your response and really wish it had been the first one I had received, I really cannot give you my business ever againThis makes me incredibly sad, because the day I bought my car, was such a wonderful memoryI had been on life support for a month and had endured terrible injuries, I had not driven in over a year and really wanted a safe car, The sales reps were all wonderful, and I had such a great experience, but then when I started getting services, it all went downhill Regards, [redacted]
We do apologize for the inconvenience that [redacted] had to endure during her visit to our dealership as there was some miscommunication that took place between what was initially told to her by our dealership personnel and what was told to her by representatives of Ford Motor Company’s Customer Relationship Center in regards to her fuel tank on her [redacted] being covered under the recall Unfortunately our dealership does not make the decisions in regards to if certain parts are covered by certain recalls, as that decision solely lies with Ford Motor CompanyIt is unfortunate that Ford Motor Company chose not to cover the leaking fuel tank as part of the recall and in turn required [redacted] to pay for the fuel tank herselfWe made a special exception for [redacted] by allowing her to purchase her own fuel tank for this vehicle straight from the parts distributor therefore reducing the amount of money she had to spend out of pocket for the repairDue to the inconvenience that [redacted] endured we also give her a 10% Labor discount on the installation of the fuel tank in her vehicleAs of 10/2/14, the fuel tank replacement repair was complete, the recalls on her vehicle are complete and her bill has been paid in full Todd *H [redacted] Vice President
To whom it may concern, In regards to [redacted] filed complaint we feel as though she has no grounds to file this complaint On August 27th 2015, [redacted] did bring her Ford [redacted] to us here at Hoffman Ford for us to perform a Fords Work package which included an oil change and filter, rotation of the vehicles tires, and topped off all the vehicles fluidsDuring the oil change process when the vehicle was up on our lift our certified technician also performed a complimentary multi-point inspection of the vehicle, which is customary for all vehicles we perform service onWhile performing the complimentary multi-point inspection, the technician found that the sway bar links on the front of the vehicle were missing and noted this on the multi-point inspection report card and brought it to the service advisors attention When the technician reported these findings to our service writer, and he informed [redacted] about the findings and recommended we perform the services at that time, she declined the recommended servicesYou can see the list of items in the attached documents in which the technician found during the complimentary multi-point inspection and that [redacted] declined When [redacted] declined these recommended services including the need to replace the front sway bar links that were missing, the service advisor documented this service specifically on the repair order that [redacted] signed when she paid her bill for the oil changeThis signed repair order is also included in the attached documents By [redacted] coming back to us a year and a half later and now accusing us of removing the sway bar links is unsubstantiatedWe recommended the service to replace them a year and a half ago because they did not exist Now that she has her vehicle at another service shop, getting it inspected, and they too tell her that the sway bar links are missing and obviously needed to replace them, is not our fault or financial responsibilityWe feel as though [redacted] has no recourse against Hoffman Ford in this situation with her Ford [redacted] Please See Attached Document Ryan *H [redacted] Vice President
MsBoughter is correct in this case that we over promised and under delivered, and we apologized for this, but she too has to be reasonable when it comes to her expectations [redacted] stated to us that she called times in the days prior to her visit to assure that this service would be handled by 12:00PM without delay Knowing that she would be dropping off the vehicle the morning of her appointment and that the hour window of time she was constraining us to was a stretch to complete the services, Ron Mour Body Shop Manager offered a free rental vehicle to [redacted] for the day which she took him up on at no charge to her and at our expense MsBoughter dropped the vehicle off for service at 8:47AM for her tires to be balanced, complete a wheel alignment and perform a throttle body campaignOur service advisor did tell [redacted] that the car may be ready for piat 12:00PM like she requested and that would have been feasible except for the fact that the vehicle still had to go over to our body shop to have a mirror replaced and a door handle issue addressed at MsBoughter’s request We understand that [redacted] relies on us to make repairs and tell her how long it will take to work on her vehicle but giving us only a hour window of time to complete all of this work was a bit of a stretchWe assumed that since she was now in a rental for the day at no charge to her, we had more time on our hands to complete the work that she requestedIn hindsight we should not have assumed anything and should have communicated to her that there was no possible way that we could complete the service work and the body shop work in the hour time frame she was allotting us and we should have told her we needed the car for the entire dayAgain, we apologize to her We agree whole heartedly with her that communication is everything and in our industry communication is something we work on every dayBut, when you have to communicate with over 100+ customers a day and keep their paperwork organized, send them emails, or make phone calls to them all, sometimes we miss a few or miscommunicate with them and we apologize for this We are sorry that [redacted] feels as though we have not tried to keep her as our customerA few months ago we compensated her by giving her a free oil change to be used at her convenienceAgain, we apologized to her for this current situation that occurred and hope that she would continue to be a customer of Hoffman Ford but we don’t feel as though refunding her money is proper since our services were provided and successfully completed and since we covered the cost of a rental vehicle for her Sincerely, Dave C [redacted] Fixed Operations Director Hoffman Ford Reviewed By Ryan H [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 not satisfactory as Hoffman ford had stated in the letter they are not responsible for the plates but sent a letter to the NYC DMV taking full responsibility for destroying my plates which I have copies of paper work I thank Revdex.com for trying to rectify this situationAs for Hoffman ford I thank you for yet another untrue statement and look forward to Solving this matter at a higher level have a nice day Regards, [redacted]
***, I want to let you know that I am aware of and can understand your dissatisfaction and the inconvenience that was placed on you and am promptly investigating this furtherI am very sorry about this whole situation and offer my sincerest apologyI plan to speak further with my team and my managers (Dave & Ron) to learn more about this issue and the events that led up to now and take action My grandfather founded this company on the core belief that we are here to serve the customer and you obviously have been a good customer of ours and I hope that we can resolve this issue and that you would be willing to stay our customer Again, I wish I could go back in time and handle your situation personally from the beginning so that I knew that it would have been handled properly but unfortunately since my grandfather and father have successfully grown our company over the years it is hard to have a hand in everything that occurs since I’m only one individual I apologize for the response that was provided to you and I assure you I have already had a lengthy conversation with Dave about itHe agrees that he did not do enough fact finding before he responded and I will take full responsibility for that because he is currently handling positions within our organization as we are actively seeking a service manager to assist him with day to day operationsSo again I apologize on his behalf and more importantly on behalf of Hoffman Ford, and assure you this is not how we do business I know hindsite is always 20/in situations like this but now my only goal is to earn your trust once again and work with you to determine a solution that will work for both of usIf you are willing, I would like to set up a date and time to complete the services that were not completed and truly provide you with a rental car for the day if you would need one for your work Please try to wipe the slate clean and put everything that happened up to this point in the past and you and I will figure out how to get to a solution that will work for both of us I would kindly ask you to accept my response and e-mail me or call me personally to work this matter out and hopefully set a date and time that I will personally meet with you and have my team handle the process correctly so that we get you taken care of like you should have been and will be in the future! Look forward to hearing from you, Ryan *H [redacted] Ryan.H [redacted] @HoffmanFord.com ###-###-#### (Since I am not always at my desk if you leave a voicemail I will call you back as soon as I can)
Response to customer: [redacted] and her husband purchased a vehicle on 09/30/2013; during that sales process it was suggested either by them or by us that rather than paying cash it may serve them better to reestablish their credit historyAccording to the finance manager this was easier said than done the lender wanted the deal reconfigured to be compliant with their buying guidelines converting two thousand dollars of their six thousand dollar equity to cash down accomplished that The customer came to the table with an additional two thousand dollars giving them a total of four thousand dollars downThis is how the trade allowance went from six to four thousand dollars In addition to the vehicle they purchased ESP Ford extended warranty coverage that was part of the sales agreement contractIn the event that a customer wishes to cancel ESP coverage the money will always be surrendered to the lender not the customer [redacted] wants us to give her the check and feels their two thousand dollar cash investment was for the warranty purchaseUnfortunately there is no way to dissect what funding supports individual items on sales contractsAll dealers sign agreements addressing like issues in writing guarantee those lenders they will protect their interests as we will in this caseIf ***/ [redacted] clears this obligation providing evidence of that transaction, a cancellation will executed and returned to them not the lender It’s is our understanding that [redacted] ’s husband [redacted] has an arrangement with his boss to pay off this obligation and we await his instructions to conclude this issue Regarding the New York license plate, we Hoffman Ford Incdo not do business in the state of New York and not privy to activities and or responsibilities pertaining to transfers or disposal of platesIt is the responsibility of the plate owner to handle New York plates in accordance with their laws Compensation for pain, suffering, and embarrassment, any embarrassment was clearly self-inflicted considering [redacted] s vulgar rants not limited to an enclosed office but spread throughout our place of businessThis display of inappropriate behavior was not only witness by most employees but by our customers in service and showroom as well [redacted] ’s behavior was so reprehensible that we were forced to call the police and have her removed from our place of businessIf any pain and suffering is due it should be to all customers and the police officers that were forced to bear witness to this torrent of obscenities Hoffman Ford has been in business for more than sixty years, our customer records indicate we have had the privilege of serving more than fifty thousand customers in that timeHoffman Ford does not cheat, lie, or knowingly take advantage of any customer [redacted] is entitle to any and all consideration afforded to all Hoffman Ford customers [redacted] is not entitled to have us breach contractual agreements with our lender sources [redacted] is invited to continue to use Hoffman Ford services, or question anything she may not understand as long as she displays intelligence and adult behavior Regards, Alan M [redacted] General Sales Manager Reviewed By: Earl Hoffman President
In response to Hoffman Ford’s documentation, the attachment is not the original copy, my car or name information is not referenced on the document and the document appears to be altered I questioned why would the sway bars be missing from the vehicle? After the closure of [redacted] Ford, Hoffman service department was the only shop working my vehicle of which the vehicle was purchased brand new from [redacted] If the sway bars were off of the car, Hoffman removed them or they were never on the vehicle I don’t believe that is the case because the subject would have come up soonerEvery time my vehicle went in for a basic oil change, Hoffman ran a check to generate more business on other service repairs I was told twice by Hoffman the sway bars needed to be replaced due to safety not because they were missing In either case, Hoffman is responsible as they have dissembled my vehicle on many occasions when they were not asked to do those checks Sometime along the line, they removed the sway bars and assumed I would get the service done with their shop This shop didn’t invite me to check behind their service tech so it’s very difficult to valid the claim until another shop reviews a vehicle and brings up the errors This shop is known for shady service repairs and standard everyday repairs are subpar at best Based on my history with this shop, I accepted all of their recommendations for the exception of replacing worn sway bars and the right shift differentiate Also, my tech at the time told me it would be best to replace the sway bars at the time of the assessment but I had a little more time of which I didn’t have to replacement that dayI’m working to retrieve the service document for the repairs but Hoffman needs to provide the original documentation and or the email/text document provided when they supposedly sent the notice of repair Also, I would like to see the entire service history on the vehicle because the document provided is fraudulent Thank you, [redacted] ***
To whom it may concern,We have been in touch with [redacted] and she was to have an appointment to come in to discuss her concern with us this past Thursday (3/16/17) so that we could provide her in person with all of the original documents, that we have already included in this case, and explain everything in personShe did however request to reschedule this appointment for next Thursday (3/23/17) as the winter weather in Pennsylvania was not the greatest this past Thursday, so we agreedAt that time we hope to come to a resolution of sort, but we still do not feel as though [redacted] has any recourse against Hoffman Ford in the situation with her Ford Explorer We had hoped that we would have been able to give a final resolution to this matter via this response but since our meeting did not occur yet with [redacted] ***, we can not and we needed to respond within daysWe look Forward to meeting with [redacted] and going over everything with her