Hooks Properties

Complaint [redacted] I am rejecting this response because: It is not accurate.Litchfield Ford said they take customers concerns seriously but I disagreeIf they did they would have taken back the vehicle they sold me and order me a new one.Litchfiled said I called back on the 27th of Janbut this is falseI called back the next day on the of Janafter I took delivery and left a message with [redacted] (my salesperson) and let him know that I was unhappy about the first paint chip I found in the driver side fenderHe called me back on the 26th of Janto ask me what is going on with my truck and I told him about the paint chipThat is when I asked if he can send out a bottle of toupaint.Litchfield Ford said I called back on the 30th of Janabout other cosmetic issues but this is alsoI called [redacted] on the 27th of Janand told him I also found that the driver side fender vent is not snapped in completely and that is when [redacted] asked me to bring the truck by so they can take a look at it, which I did on the 28th of Jan [redacted] walked out with me to the truck and took some pictures of the issues of concern and said the service guys don't work on Saturdays and to bring it by another day.On the 29th of JanI washed my vehicle and that is when I noticed the other paint chips and the fender flare on the driver side fender was not snapped in completely like the ventOn the 29th of JanI replied to a text message [redacted] had sent me and told him about the other paint chips and fender flareI didn't hear back from him so I called on the 30th of Janand asked if he received my textHe told me he didn't receive anything and said that text number was something he sent through work so he texted me his personal number and that is when I sent him the photos of the paint chips and fender flareThis is when I decided not to have any repairs made to the vehicle until I spoke with [redacted] (owner of Litchfield Ford) to get a replacement.Like I said said beforeI was LIED to about the condition of the vehicle at the time of deliveryI believe they knew about the issues and put the vehicle out in the rain so I would not notice all the defects of the vehicleAll I ask is for Litchfield Ford to replace my vehicle with a new one with no defectsIf they really take customer concerns seriously, then he would order me a new vehicle Sincerely, [redacted]

Litchfield Ford takes all customer concerns very seriously.** *** took delivery of his new truck on 01/24/and on the 27th called with a concern of a paint chip and we sent him out a tube of touch up paint (No Charge).** *** called back on the 30th with additional cosmetic concerns and we
attempted to have ** *** bring his vehicle by so we could inspect his truck and address his concerns.We told *** that Litchfield Ford would provide a loaner car free of charge if his vehicle needed to stay overnight.We are hoping ** *** will bring his truck by so we can inspect and try and resolve his complaints.It is the position of Litchfield Ford to try to amicably resolve any complaints our customers may haveell us why here

Complaint: ***
I am rejecting this response because:So, is it common practice for dealers to lie and sell a customer a vehicle with cosmetic imperfections, without notifying the customer of the issues? It sure seems that is what happened with me with your dealershipAlso, is it common practice for your employees to take a special order vehicle for a joy ride? *** *** told me personally that he took the vehicle, that I special ordered, for a joy ride? Why is the salesperson taking a special ordered vehicle for a joy ride? Who else took this my vehicle for a joy ride? The mileage receipt from Ford showed it had miles on it when leaving the factoryI took delivery of the vehicle with milesDoes the vehicle really need to be driven miles to see if everything operates properly? If I was informed about the issues of the vehicle on the day I was taking delivery, I would have never taken delivery of the vehicleMe being a car enthusiast, I expected to have a chance to inspect the vehicle when it was clean, dry and inside on the rainy day I took deliveryOnly reason I took delivery is because I found *** *** to be an honest salesperson and took his word when he told me there was nothing wrong with the exterior of the vehicleI guess I learned the hard wayI've been saving at least 5-years for a new vehicle and I get a vehicle with cosmetic imperfections that I paid top dollar for and next day has to go into the body shop for repairsTHAT IS UNACCEPTABLE! I have no issues bringing the vehicle in for Litchfield Ford to inspect the damageI have already brought it in to Litchfield Ford once and *** *** took pics of the paint chip and vent issueI've notified *** *** about the first paint chip the next day (1-25-2017) after taking deliveryOn 1-27-I found the side vent issueThat weekend (1-29-2017) I found the other paint chips and fender flare issueFrom the photos I sent Russ, you can plainly see the paint chips and other cosmetic issues are something that (at least it does to me) happened at the factory and not after I took deliveryIt seems as though Litchfield Ford's detail department has incompetent employees that can't spot issues or Litchfield Ford was aware of the damages and purposely left the vehicle outside so I would not notice the damage.I am asking either Ford Motor Company or Litchfield Ford for a replacement because this vehicle should have never left Ford's assembly floor and NEVER sold to a customer in the condition that I received it inRepairing these imperfections, the vehicle will never be repaired or cosmetically look like factory condition and will indeed DEPRECIATE the value of the vehicle.Also, I did not purchase a $56k vehicle so I can trade it in for a used vehicle the day after taking delivery or to sell it out right for top dollar as Litchfield Ford is askingIf this matter does not get resolved with a new replacement, my next step will be to take legal action
Sincerely,
*** ***

Complaint[redacted]
I am rejecting this response because: It is not accurate.Litchfield Ford said they take customers concerns seriously but I disagree. If they did they would have taken back the vehicle they sold me and order me a new one.Litchfiled said I called back on the 27th of Jan. 2017 but this is false. I called back the next day on the 25 of Jan. 2017 after I took delivery and left a message with [redacted] (my salesperson) and let him know that I was unhappy about the first paint chip I found in the driver side fender. He called me back on the 26th of Jan. 2017 to ask me what is going on with my truck and I told him about the paint chip. That is when I asked if he can send out a bottle of touch-up paint.Litchfield Ford said I called back on the 30th of Jan. 2017 about other cosmetic issues but this is false also. I called [redacted] on the 27th of Jan. 2017 and told him I also found that the driver side fender vent is not snapped in completely and that is when [redacted] asked me to bring the truck by so they can take a look at it, which I did on the 28th of Jan. 2017. [redacted] walked out with me to the truck and took some pictures of the issues of concern and said the service guys don't work on Saturdays and to bring it by another day.On the 29th of Jan. 2017 I washed my vehicle and that is when I noticed the other 2 paint chips and the fender flare on the driver side fender was not snapped in completely like the vent. On the 29th of Jan. 2017 I replied to a text message [redacted] had sent me and told him about the 2 other paint chips and fender flare. I didn't hear back from him so I called on the 30th of Jan. 2017 and asked if he received my text. He told me he didn't receive anything and said that text number was something he sent through work so he texted me his personal number and that is when I sent him the photos of the 2 paint chips and fender flare. This is when I decided not to have any repairs made to the vehicle until I spoke with [redacted] (owner of Litchfield Ford) to get a replacement.Like I said said before. I was LIED to about the condition of the vehicle at the time of delivery. I believe they knew about the issues and put the vehicle out in the rain so I would not notice all the defects of the vehicle. All I ask is for Litchfield Ford to replace my vehicle with a new one with no defects. If they really take customer concerns seriously, then he would order me a new vehicle.  
Sincerely,
[redacted]

It is not common practice for any dealer to replace vehicles for cosmetic imperfections.We have asked [redacted] on several occasions to give us the opportunity to address his concerns and he refuses to bring his vehicle by so we can see the damage he is referring to.When vehicles are prepared for delivery our detail department is instructed to report any damage cosmetic or otherwise to management so that we may address it prior to a customer picking up there vehicle,no damage was reported on this vehicle.There is no way to tell if the damage was there before or after delivery,therefor we are willing to see if we can rectify or determine  the cause of the damage[redacted] accusations are unfounded and uncalled for Litchfield Ford has been in business for 28 years with a reputation in the community of being the dealer TO go to and a customer satisfaction index score over 90 percent with Ford Motor Company,which is a representation of how well we take care of our customers.[redacted] has only one solution in mind and that is a vehicle replacement.It is Litchfield Ford's position that to replace a new vehicle for a cosmetic imperfection that may or may not have been there prior to delivery is not an option.We understand that [redacted] is upset that his truck has some imperfections on it and we are willing to address it on a reasonable level.We think any reasonable person would grant us the opportunity to come to an amicable resolution.We are willing to take it in trade as a pre-owned vehicle as it has been registered and must be resold as a used vehicle or [redacted] can sell it on his own and take advantage of the current market conditions.Most dealers are selling Raptors at several thousand dollars over MSRP due to lack of availability.Litchfield Ford does not take part in these practices and never sells over MSRP as in the case of [redacted] vehicle.Tell us why here...