J & J Roofing

Thank you for contacting us about this matter. Northside Ford is happy to offer Ms*** a $refund. Please let us know if this is acceptable, and we will mail the check. Here is how Northside Ford determined that amount. Ms*** was informed, upon
her arrival to the dealership, that there would be a diagnostic fee charged for the seatbelt repair. If she chose not to get the work done, the diagnostic fee and the oil change alone would cost more than $89; making it not possible to quote her $for the repair and oil change. She was also informed that if she got the work done on the seatbelt, the fee would be waived. That fee was waived. Mr*** (***) called Ms*** and informed her that the estimate to repair the seatbelt and perfom the oil change was $389. In fact, her actual charge was $including taxes and fees for disposing of chemicals/oil. Using Ms. *** own figure for the part of $74, an estimate of $is impossible considering the $for the part, plus $in taxes and disposal fees, the cost of the oil change, and labor for installing the seatbelt part. Northside Ford believes that Ms*** did not hear/note the estimate of $that was delivered to her. However, as a customer service we can give Ms*** $and still pay the labor, parts, taxes, and fees associated with the repairs. Again, please let us know if this will suffice, and we will be happy to mail the check. Mr***, the service manager, reports he did not have any phone calls/messages reference this matter until Wednesday. Since that time, he has spoke to or returned calls to a Mr*** ***s reference this matter several times. They have had some difficulty connecting due to restrictions at Mr***' work in receiving return phone calls. It is possible that Mr***' original messages were misdirected, and we would like to offer our apology if that did happen

We would like to thank *s*** for having her vehicle towed to Northside Ford after her collision with a deer. We also would like to apologize for not co**unicating with *s***. Unfortunately, in late April, the San Antonio area was hit
by several *assive hailstor*s. Our Collision Center, and *ost others in the area are booked up for *onths to co*e. With the tre*endous increase in appraisals, repairs, and paperwork we did not provide *s*** with pro*pt service. Again, our apologies. Our records show that several weeks ago our Collision Center took care of the requested repairs to *s***'s vehicle. If this infor*ation is incorrect, please feel free to contact our Collision Center *anager, *** ***

Revdex.com:
I have yet to hear from anyone at North Side ford, I had to take it upon myself to call Saturday afternoon and a manager indicated, he thought some floor mats were ordered but "couldn't find them"I was told I would be called back Monday in regards to them being ordered and or foundOnce again I continue to get the run around from managementIts very unfortunate that they've felt the need to drag this out for so long, as for my salesman, I sent him a message the same day I went for the floor mats telling him I was very upset that they were wrong, so once again NSF is wrong about saying I told him I was happySeems as this will never be resolved due to their lack of communication and customer service!!
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Mr. and Mrs. [redacted] purchased an older model truck several weeks before it was involved in an accident.  It was at our collision center for the repairs.  We would like to address the issues that Ms. [redacted] discusses in her complaint.  First, we...

would like to address the throttle body.  The throttle body was NOT covered by [redacted] as a component damaged in the accident.  As a courtesy to the [redacted] family, the dealership offered to do a complementary throttle body service/maintenance.  However, the throttle body does not merely need a service/maintenance, it needs a replacement.  Northside Ford will not replace this throttle body, as it has been deemed as not damaged during the accident, and the collision center will not bear this cost.       Mr. [redacted] has not held a 30 minute telephone conversation with Ms. [redacted].  He did, however, hold a short conversation with Mr. [redacted] where he informed Mr. [redacted] the vehicle was ready.  Perhaps Ms. [redacted] is getting Mr. [redacted] confused with someone else at the insurance company or the dealership?     Finally, Ms. [redacted] already has been provided the receipt for the axle.  As occurs as a standard practice in the industry, the insurance company decides whether components are new OEM parts, used parts, or like kind and quality parts.  Naturally, in older model vehicles, the replaced components are usually used or like kind and quality parts.  The shop that determined the axle is defective is not a facility known for maintenance or service on Ford vehicles.  However, it does a great deal of work on audio systems- radios/CD players/speakers, etc...   As you can see, Ms. [redacted] clearly does not have confidence in the repairs from our facility, as she questioned whether we even replaced the axle.  We did explain that the warranty on this axle was not one solely provided by the dealership.  It is backed by the provider of the axle, and the insurance company.  We have already offered to assist Ms. [redacted] in getting the axle replaced through the parts provider and the insurance company, if it is taken to a facility that does specialize in vehicle service and maintenance, and the part is deemed defective.

Ms. [redacted], Following is the answer to complaint ID [redacted]. Thank you for forwarding it to us. Ms. [redacted] purchased a 2003 Ford Expedition with the VIN number [redacted] on April 8, 2016. She purchased it for $4306.56 plus TTL. This vehicle had 170,478 miles on the odometer when...

she purchased it. At the time she purchased it, she chose not to test drive it and instead a friend test drove the vehicle for her. When she purchased it, she was informed that the vehicle did not have any warranty and that the dealer would not accept responsibility for any repairs. In addition, she was informed she should take the vehicle to a mechanic to get it inspected. (Please see attached documents.) When she shared with the dealership, after the purchase, that the vehicle needs catalytic converter work, we were sympathetic. Obviously we cannot give Ms. [redacted] $2500 to perform repairs on her vehicle, as she only paid $4306.56 for the vehicle itself. Our employees made the effort to research and locate a reputable mechanic who would do the required work on the catalytic converters in the San Antonio area for $500-$600. Ms. [redacted] rejected the use of the less expensive mechanic, choosing to keep the vehicle at her mechanic and pay the $2500 to that her mechanic required. Unfortunately, we will not be able to pay Ms. [redacted] the $2500 she requested.

We will again address the two concerns Ms. [redacted] submitted in her first complaint and her rejection of our response.  First, Ms. [redacted] claims no one told them the price of the truck.  As we stated before, this vehicle was not financed.  Mr. [redacted] signed a Motor Vehicle Buyers Order that details price, taxes, license, title and inspection fees.  In addition, Ms. [redacted] wrote the check to pay for the vehicle.  We have volunteered to send her a copy of the buyers order.  However, she rejected that offer.  There is nothing more we can do to assist her with this concern if writing a check and signing a buyers order does not give her that information and she rejects any further copies of the documents.       To extensively research her original complaint about floor mats, we spoke to the managers, [redacted] (the former salesperson), checked the documents in the file, and took the time to check and view stickers several of the used vehicles on the lot. As we related in the last response the managers secured the wrong floor mats for Ms. [redacted].  [redacted] does report that Ms. [redacted] only began requesting floor mats after the deal was completed, and all the paperwork signed and processed through the accounting office.  He relayed that he explained to Ms. [redacted] about the We Owe, and that the paperwork had already been processed.  He reports that later she happily called him when she got the first set of mats, before we learned they were not the correct mats.  The "We Owe" is an internal form created by Northside Ford to list all the items owed to the customer and items that the customer owes the dealership.  As it is a form we created, we are certain it is not a form to list only extra accessories as Ms. [redacted] claims.  On the "We Owe" for the 2007 F150 it lists clean and fill for delivery, state inspection, oil change, and even listed air in the tires!  None of those items are extra accessories.  As we stated before, the paperwork processed quickly through the accounting office because the vehicle was paid in full with a check.  Again, usually requests after the negation/sale is complete are not honored.  This is why [redacted] volunteered to get the mats for Ms. [redacted].  A check of the stickers on our used vehicles showed that some do say floor mats, as the equipment listed on the sticker is the original equipment on the vehicle from when it was new.  Ms. [redacted]'s original complaint states she wants only the floor mats, as they were listed on a sticker, and she wants no free items.  Although we do not have a copy of the sticker from her vehicle, her floor mats were ordered.  Now Ms. [redacted] rejects the offer of the mats.  We are happy to provide the mats as Ms. [redacted] originally requested.  Should Ms. [redacted] change her mind and want the mats please let us know.  Also, since Ms. [redacted] drove down here and received the wrong mats the last time we would be happy to include a certificate for a free oil change for that inconvenience.  If new mats and certificate do not suffice, please accept our apologies and know it seems that there is nothing we can do to help her with the issue of missing mats.       Finally, Ms. [redacted] complains that we did not text or call her.  Our office phones are not capable of texting, and we do not require our employees to use their personal phones to text customers.  This would be a violation of the employee's privacy as requiring texting requires release of personal cell phone numbers to customers.  However, salespeople can voluntarily text customers.   We mistakenly believed that our original response to the Revdex.com complaint would convey that the mats had been ordered.  Our apologies if that was not sufficient information for Ms. [redacted].  We were not aware that she requires a text or phone call.

Complaint: [redacted]
I am rejecting this response because:The response did not address the issues of:     Credit Access     Explanation was not sufficient.  Both e-mails were addressed to me (by name) indicating there were intended for me, with the credit acceptance.  Again, how can the dealership profess to ascertain my credit worthiness without accessing my credit history??     What is the next step in this process??
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Still after making a few calls to the dealership about the floor mats, I was told I would receive a text or call in response to them and have yet to receive either.  The selling price of the vehicle we purchased was never provided as we were only told that one was within the price we were willing to pay, this is why there was confusion with the price. As for the paperwork signed it was was for any extras we may have wanted suck as new tires/rims ect., items that were NOT already included in the vehicle.  My main issue is the floor mats being on the paperwork on the truck stating they were included and the lack of customer service.  All the managers continued to blow us off after making several attempts to resolve the issue.  I'm very upset at their lack of communication as well, since I've mentioned I still have not received any calls from them for a status update, only to read their response stating that they have ordered them already. This was a simple fix and its unfortunate that I had to go this route to get something that should have been included as stated. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.com Corporate Office 1005 La Posada Drive Austin, TX 78752 December 23, 2015 Dear Ms. [redacted], I am writing this letter as a response to complaint number [redacted]. 1 would also like to ask you to change the information in your database. Please address future written correspondence to me, as Mr....

[redacted] is no longer employed with Northside Ford. Please continue emailing complaints to [redacted]. We had been communicating with mr. [redacted] before receiving this complaint. There are several issues here__ To address the pricing issue first, when we researched Mr. [redacted]'s transaction we found Mr. [redacted] had first been interested in purchasing a 2015 F150. Naturally, those vehicles are priced much less than the 2016 F150's and have more rebates. However, Mr. [redacted] was charged approximately $500 too much under the Friends and Family plan for the 2016 F150 he did purchase. Mr. [redacted] did purchase an extended service plan and a maintenance plan for his new F150. Although many of our customers do choose an extended service plan to help protect their new vehicle, both products can be cancelled. Prior to receiving the complaint, we had contacted Mr. [redacted]'s lender and requested the opportunity to redo the contract to lower the price and remove the extended service plan and maintenance agreement, if Mr. [redacted] wished to decline the coverage, We sent Mr. [redacted] a revised contract, with the changes. We have since received the signed contract back from him, and will process it and forward it to Mr. [redacted]'s lienholder. Please pass on our apologies for the misunderstanding. Sincerely, [redacted] General Manager

Good afternoon, Reference complaint ID [redacted], our attorney contacted Mr. [redacted] with another offer on Friday, February 16th.   Thank you, [redacted]

Ms. [redacted],        Thank you for forwarding Mr. [redacted]’s complaint to me.  Following is our answer:         Mr. [redacted] is correct, our records do show the battery was replaced prior to Mr. [redacted]’s purchase of his F150.  Northside Ford, and...

all Ford dealers, follow Ford’s policy on new Motorcraft parts they receive from Ford.  In this case, Ford’s policy does not allow for a dealer to return a battery as a warranty item, if the vehicle is no longer owned by the same party as owned it when the battery was originally put into the vehicle.  Again, this policy is not a Northside Ford policy, or Mr. Welch’s (the Parts manager)  policy, it is Ford’s policy (on the Motorcraft batteries they provide us).        However, given the misunderstanding, we would be happy to reimburse Mr. [redacted] for the battery.   We have left a message for Mr. [redacted], requesting he email or fax a copy of the invoice for the battery to Northside Ford.  Upon receipt of the invoice, we will issue a check to Mr. [redacted] reimbursing him for the funds he already spent on the battery.   Thank you, [redacted] Northside Ford

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11576124, and find that this resolution is satisfactory to me.
Regards,
Vivian [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is  unsatisfactory to me. I refuse to ever buy a ford again due to your behavior throughout this incident. Keep the money. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the offer made is unreasonable. 
Regards,
[redacted]

We researched Mr. [redacted]'s complaint.  We looked at both Northside Ford's website and Ford's official Quicklane website for advertised specials on batteries.  We have printed and attached the current battery special located on...

the Quicklane website.  It specifies that installation and taxes are extra.  In addition, Mr. [redacted]'s invoice, also attached, specifies taxes and installation are extra.  Accordingly we cannot reimburse the labor cost, that we paid the technician to remove and replace the battery.  However, the advertisement did not specify that incidental fees would be charged.  Therefore, we are sending a check for $13.50 to Mr. [redacted].  Our apologies for mistakenly charging him this incidental fee.

Complaint: [redacted]
I am rejecting this response because: The information being submitted by NS Ford is incorrect. The truck was purchased months prior to this accident. I never said that I had a 30 minute phone conversation, the conversation that was taped was in person. [redacted] has paid for the throttle body and the work was done by another shop. The is an another example of the type of professionalism that was delivered to us. We had [redacted] reinspect the axle and it was deemed unacceptable and therefor must be replaced. If NS Ford had done their due diligence and inspected this part prior to having it installed, we could have had our truck back to the pre accident state much sooner. Instead they deliberately and fraudulently kept the truck forcing [redacted] to pay for a rental car much longer than needed and basically falsified information in pursuit of financial gain.    
Regards,
[redacted]

Thank you for reaching out to us on this matter.  Our records show that [redacted] did replace his throttle body.  After that time, Ford did have recall(s) on throttle bodies.  We are uncertain that the replacement of [redacted]'s throttle body would have been covered under those...

recalls because the recall(s) have expired.  In general, if the customer replaces a part and it later becomes covered under a recall, Ford does repay reasonable costs for the repairs for a limited time period.  Page 3 of [redacted]'s warranty guide suggests that he either check with the dealer or call a 1-800 for Ford.  Ford has not contacted us in the roughly 2 1/2 years since [redacted] had the throttle body replacement completed to request any info/paperwork concerning the replacement, so we will assume the customer did not call the 1-800 number.We would like to address the customer's interaction with the dealership, concerning this matter.  Of course, it is the customer's responsibility to keep the receipts and request the reimbursement in a situation where Ford provides reimbursement (page 25 of the warranty guide).  Assuming that [redacted]'s receipt was destroyed in a flood, he still had many opportunities to pursue reimbursement of his money during the time Ford specified.  As detailed above, he chose not to call the 1-800 number.  In addition, anytime after the recall was announced [redacted] could have visited our facility and requested reimbursement be filed with Ford.  We are still located at the same place where he brought his vehicle to get repairs in 2014.  Our service department is open from 7 am to 9pm Monday through Friday and 7 am to 5 pm on Saturday for customer convenience.  During 2016 we emailed the customer approximately seven (7) times, we do not have any record of a response/reply requesting help with his recall  problem.   Finally, our phone records show that the customer requested to speak to the General Manager in January of this year, but do not show phone requests for assistance for the extended period of time as he claims. We will not reimburse the $761 he is requesting.  However, Northside Ford would be happy to consider the $761 he spent on the throttle body replacement, should [redacted] choose to replace his vehicle with us, during the appraisal of this vehicle for trade-in.

Thank you for forwarding this complaint to us.  There are two areas to address.  First, the confusion about selling price.  As Mr. [redacted] purchased the 2007 F150 by paying for it in full by either cash or check, we are not certain where this confusion...

originates.  We will be happy to forward another copy of the buyers order to the customer.  Also, we would like to address the floor mat request.  We believe this is all a miscommunication.  When Mr. and Mrs. [redacted] negotiated the purchase of the vehicle they completed a form called a "we owe" with the salesperson.  It states that the dealership does not owe them anything else for their vehicle.  This form is used to protect the customer, and the dealership. As the vehicle was paid in full, the paperwork processed very quickly through our accounting office afterward.  As you can imagine, we were surprised to find out that Ms. [redacted] requested floor mats after processing the paperwork.  Requests for additional items after the negotiations/sale is complete and processed are usually not honored.  (This is why her salesperson volunteered to provide them for her.)  However, since the item was on a sticker on the vehicle we attempted to get floor mats for the customer.  They received a set for a different vehicle in error.  The mats have been reordered, and we will contact the customer when they arrive.