Leases are very straight forward and direct. The Lease the customer signed up with is with a bank, not Peoria Ford. The terms of every lease of every bank are disclosed on every lease contract the customer signs and agrees to do. The customer claims her family leases audis...
and they do not have to pay for damage or excess wear and tear, and that may be, but this lease CLEARLY states what the customer is responsible for and agrees to. The customer turned in a lease with damage and excess miles, and the bank wants to be reimbursed for those damages, which her contract clearly states she is obligated to pay. The customer may feel Peoria Ford is responsible for her liabilities, but Peoria ford does not assume the liabilities of its customers. Peoria Ford apologizes the customer does not understand the contract in which she signed and that she felt she was treated poorly by its management staff. The manager tried to explain the basic concept of a lease and Peoria Fords involvement, but the customer refused to listen. There is no agreement between customer and Peoria Ford to pay any excess wear and tear or miles. This complaint has no merit and should be closed immediately.
My complaint is more than justifiable towards Pat H[redacted] and Peoria Ford. My car was indeed in an accident and repaired at a body shop that I was told was Peoria Fords "preferred" shop. During my conversation with the service manager, I did not say my car was the cause of the accident. This is fabricated and the entire conversation was taken out of context by the service manager. My attorney, unknown to me, did tell Pat I was to come and pick my car up. This is not what I wanted as I needed my car repaired and who better to repair the vehicle than the dealership I purchased the vehicle from. I advised one of the service representatives of my wants and he confirmed he understood. Neither I, nor my attorney, was provided with any contact information other than the general customer service number for Ford. Ford general counsel is no longer involved and has lifted the hold on repairing my vehicle. As of today, Pat and Peoria Ford are unwilling to repair my vehicle and want it towed "off their property". Peoria Ford continues to drop the ball and pass the buck by not assisting one of their customers. I bought a $36,000 car from Peoria Ford and it has been in their repair shop for longer than I have been able to drive the vehicle. This is unacceptable, unprofessional, and rather juvenile of Pat H[redacted], Peoria Ford, and the rest of his staff.....
Mr. [redacted],I apologize you feel that your time was wasted and that some bait and switch tactic was use to have you come in and see a car. Many times a vehicle shows our computer system because its not finalized. As you stated in this case perhaps the financing did not go through or some...
other issue occurred. Our intent at Peoria Ford is to have the best customer service possible. Due to the fact Peoria ford is one of the largest volume dealers in Arizona, and quite frankily in the US., occansionaly, this does occur, but not intentionally. As a good will gesture and as an apology I would like to offer you a free smart watch as a gift for your time. Also, if you still need a car I will be more than happy to personally help you. Patrick H[redacted]General Manager
[redacted] Customer was taken out of all CRM. Customer contacted dealership several ways so it took time to remove. Customer was apologized to and given managers direct phone number to follow up with if it happens again.complaint closed
[redacted]
Customer signed a universal contract at a rate which was not available at the time with the credit union she requested. Customer was apologized too and offered to do contract at bank requested, but at rate that bank offered, customer declined. Complaint was closed
Yes, Mr. R[redacted] did drop off his vehicle for work and was unable to pick it up when originally scheduled and asked that it be left outside of the secured service holding lot so he could come by over the 4th of July weeked to pick it up. When he did come by on Saturday, the 4th of July he...
expressed that he thought the vehicle looked as through someone had attempted to break into it. Our Controller was on site that day and attended to Mr. R[redacted] personally. Our Controller and Mr. R[redacted] walked around the vehicle (it had a license plate on it at that time) and Mr. R[redacted] showed our Controller some very slight damage at the top of the door frame and hood of the car. Mr. R[redacted] indicated that nothing had been taken from inside the vehicle, so it did not appear that access had actually been made. Our Controller advised Mr. R[redacted] that if he wanted to file a claim, his insurance company would be primary, and any secondary coverage (if applicable) would fall back to Peoria Ford. Mr. R[redacted] told our Controller that he didn't feel as though he should be held responsible for damage done to his car while in our posession. Our Controller advised that first the insurance situation is just a matter of policy and second that it was not even definitive that the damage occured on Peoria Ford property (so slight that if someone was not looking for it, it would probably not have even been noticed). Our Controller advised Mr. R[redacted] that he would both have video reviewed to see if there was any break-in attempted and secondly offered Mr. R[redacted] discounted paintless dent repair through one of our vendors if he wanted to take advantage of that option. Mr. R[redacted] seemed amiable to this and left his contact info with our Controller for future follow-up.After the weekend, our Controller had the video surveillance reviewed and found no evidence of tampering. Our Controller advised Mr. R[redacted] of this finding and Mr. R[redacted] was upset and unhappy with this. Mr. R[redacted] subsequently contacted the Peoria Police Department to file a report. The police contacted Peoria Ford and we advised them as outlined above. They noted in their report and closed the report without action.In closing, if Mr. R[redacted] had wanted to find a reasonable solution to this situation, we would have worked with him. He instead has tried to escalate this to whoever will listen in an attempt to have Peoria Ford pay for something that we are not responsible for.If he would like for us to have a paintless dent repair vendor provide him an estimate, we will be happy to coordinate that. Otherwise, we have nothing additional to offer.Please refer any additional communications on this matter to [redacted] or [redacted]
Mr. [redacted],I apoligize that Peoria fords Employees have called you to a point you feel is harrasing. Our CRM system records every type of contact made to the dealership so if you or your wife contacted in several was, ie phone,email,sales, service,parts, etc. the system will have different...
employees call you in attempt to sevice your needs. I have attempted to take your contact out of our system so this wont happen again. If you call or contact the dealership however again it will reload your information and follow up process will start all over again. Again, I apoligize, our calls are suppose to be to service the customer needs not offend them. Patrick H[redacted]General Manager/Partner
This is unacceptable. I was discriminated against at Peoria For by a salesman who took advantage of me. Letting me drive only one vehicle and telling me that was the only vehicle he could sell me I have since went to another Ford Dealership and the salesman let me drive several vehicles until I found the one that was right for me. He even let me take the vehicle home for a week and try it out to make sure it was the right vehicle for me. When I came back to the Dealership he asked me several times if I was okay with the vehicle and if not he had several others to show me. While I was there I was mentioning what had happened at Peoria Ford and there was another coupler there that was totally taken advantage of at Peoria Ford as well. I'm sure there are numerous people out there who feel the same way. I would like Peoria Ford to honor the letter stating that they were going to give me what I paid for my Hyundai when I bought it in the form of a cash rebate or apply it towards the loan and have the payment reduced. The total window sticker was 17,995 paid back in 2007. If not I will approach the US Attorney Generals Office with this Complaint as well.
Mr. [redacted] purchased his 2015 F 250 on 6/22/17. Changing the wheels and tires from his trade to the new vehicle and removing the hitch from the trade were both conditions of the sale as noted on the We Owe form. Mr. [redacted] signed and dated the We Owe form agreeing to those...
conditions.Once the wheel exchange had been completed, our UV Manager, Mr. H[redacted], contacted Mr. [redacted]. It was during that call that Mr. [redacted] mentioned the crack he had in his windshield and wanted to know when he could get his new windshield installed. He was informed that there was no windshield replacement included in his purchase agreement and that we would honor everything agreed upon, in writing, at the time of sale. Mr. [redacted] was incredulous. Mr. [redacted] claimed that, as a matter of good customer service, we should simply replace the windshield outside of the purchase agreement. Mr. [redacted] was advised that windshields for F-250s are not free and that at no point in the negotiation of his purchase had a new windshield been included. The offer was extended that Peoria Ford would help him replace the windshield at our cost. Mr. [redacted] was not interested in that offer.Mr. [redacted] has placed numerous calls demanding a new windshield for his F-250 and has received the exact same response from everyone he has dealt with. Unfortunately, no new windshield was included in the deal at time of sale. We do not get to request additional monies after a sale, just as a customer does not get to request additional items after a sale.
Peoria Ford has, as agreed, exchanged the wheels and tires from his trade to his new vehicle (an operation that required much more than 20 minutes as Mr. [redacted] contends) and removed the hitch from his trade. At this point, Peoria Ford has fulfilled all of its obligations as agreed to during the purchase of his 2015 F-250. If he would like to take us up on our offer of getting the windshield replaced at our cost, we would be happy to honor that.
Mr. [redacted] complaint is unfounded towards Peoria Ford. Mr. [redacted] had an accident with his vehicle that he had repaired at a bodyshop. He then brought his vehicle to Peoria Ford stating he had some stalling issues. During his conversation with the service manager Mr. [redacted] stated...
the stalling issues caused the accident. That information was forwarded to FORD. SInce Mr. [redacted] stated an accident was caused by a product issue it was forwarded to FORDS general counsel. Mr. [redacted] then recanted his statement of it causing the accident, but at this point FORD has already turned it over to their general counsel. Ford instructed Peoria Ford to do nothing on the car till they inform Peoria Ford to do so. Peoria Ford has communicated this to Mr. [redacted] and his attorney. Mr. [redacted]'s attorney called and instructed us to have his car ready by a 5p pick up, which Peoria Ford did, but Mr. [redacted] did not show up. Peoria Ford suggested if Mr. [redacted] did not like the answers Peoria Ford was giving him, he was able to go to any other Ford dealer in town to verify that the information given was correct. SInce Mr [redacted] claimed it was a product malfuction that caused an accident FORD and its general counsel are now directly involved. Peoria Ford or any other ford franchise can not do warranty work on his vehicle, until FORD genral counsel says they can. Mr. [redacted] was clearly made aware of this and unfortunaly there are no other alternatives at this point. Peoria Ford, as any other franchise ford dealer, can only complete warranty work when FORD authorizes it. Mr [redacted] and his attorney were given all the contacts at ford to pursue this issue. There is nothing furthur Peoria Ford can do to handle Mr. [redacted]'s claim until he contacts Ford.Patrick H[redacted]General Manager
[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 would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I hope the service going forward is true customer service like it should be. Thank you.
Regards,
Bryan E[redacted]
Mr [redacted] was offered to return the vehicle and all monies refunded. As stated previously, he continues to insult, name call, and belittle every employee he comes in contact with. Peoria Ford will be more than happy to review again the contracts so Mr [redacted] understands what he agreed to do. Mr [redacted] doesn’t want to return the car because of the great deal he did receive. Peoria Ford has already shown good will in the offer of recision, since there is no cooling off period in Az. Mostof the complaint is regarding fees that are charged from the bank, not Peoria Ford. If any other good will is to be done , the complaint is toward the bank and needs to be addressed there. Pat H[redacted]
The complaint is regarding an action OUTSIDE the influence of the dealership. The customer is complaining of an attemtpted break in of his car, which the dealerships paperwork clearly states is not responsibile for any damage. The car was left outside a secure area per the request of the customer. All the security tapes that were reviewed indicated no damage was done at the dealership. AS stated, the dealership would be more than happy to arrange an appointment with a vendor that does the type of repairs needed, even at a internal type rate. However, there is no responsibility for anything on the dealerships behalf, if there were, his insurance company would surely come to collect. if any other information is needed, please feel free to contact me.Patrick h[redacted]General manager
[redacted],
I can appreciate your view on your transaction you completed at Peoria Ford. Your description of the process you went through does not match any of the processes that are completed at Peoria Ford. If you could be more specific on the offer you are relating to on the trade or a copy of something you are referring to I would be more than happy to honor any advertisement you may have. Your transaction, as you stated in your complaint, was over several trips to the dealership over different days. You had several opportunities to alter, change, negotiate, and even change your mind to the contract that you agreed too. At this point feeling that you were not given adequate value for your trade is really a mute point. however, If you would like to bring in any info disputing the value given I would be more than happy to review it with you, and if the vehicle was not appraised right or figure way off base was given I will reappraise it and we can go from there. Your particular transaction had a severe credit situation that was a challenge in itself to get you approved. Your request for a certain budget also was a big constraint you may have forgot you posed as well. Customer service is a priority at Peoria Ford and hopefully the offer to re-appraise your vehicle brings some closure to your concerns.
The complaint has been noted and the customers file has been duly noted of the feelings of the customer. The customer will be called by the service manager and apoligized too for any past behavoir complaints. Customer satisfaction is a top priority at Peoria Ford and this situation will...
hopefully never happen. again. Patrick H[redacted]General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will forward all my previous email correspondence with Peoria Ford to the email address provided by Pat Hickey for further review of my concerns. I will wait until for Peoria Ford to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I am sorry that Mr. [redacted] feels the way he does. He is obviously looking at it from his perspective, and I from mine. Since the last dialogue, Ford Motor Company had released the hold on work and after Mr. [redacted]'s continued lack of tact and his attorney's approach of telling us exactly what we were going to do from them, I exercised my right as a franchised Ford dealer to choose not to continue servicing his vehicle. There a many Ford dealerships in the metro Phoenix area and he was asked to choose one to have his vehicle taken to. He advised us of the dealer that he wanted the vehicle taken to and we had it transported there. Since then, we have been removed from the situation.Customers "fire" companies all the time by denial of business and negative reviews. On top of Mr. [redacted]'s distasteful approach, he also felt it necessary to place multiple negative reviews online. As a dealer who strives to retain customers and foster an environment of repeat and referral business, to "fire" a customer is a last resort. Unfortunately, it became obvious that there was no placating Mr. [redacted] and as such he left me no other option but to refer his business elsewhere.I sincerely hope he was able to get his vehicle fixed and is happy with his new dealer.
[redacted],
I apologize the way you feel you were treated and the time it took to get your transaction approved. If you did not receive your 2nd key we would be happy to get you another key asap. The Lic plates are controlled by the state and how the paperwork is processed. Peoria...
Ford processed the plates according to whats required by the state to do so. We would be more than happy to assist any concerns you may have or provide you with the necessary numbers needed to contact to get resolution on your plate concerns. As far as you wanting a different car, Peoria Ford cannot just not gtive you another vehicle because you feel you have mental anguish over the one you purchased. If you would like to trade it in for a different vehicle, Peoria Ford will assist you in the best of our ability to do so. You must recall, part of the issues with your transaction is YOUR prior credit history. As you stated you visited the dealership multiple times, therefore had several opportunities to not completer the transaction. There is no free 5 year service program available as you requested we give you. As a prior customer you will receive several coupons in the mail and also be entitled to discounts just because of your purchase. If you have and other concerns or questions feel free to contact me directly. Thank you for your purchase and I apologize for any misunderstandings or concerns you encountered.
While I appreciate a prompt response from the business, the largest factor of my complaint went completely unaddressed. I understand the response from the business in regards to the additional warranties I was sold and, while I may not agree that signing papers in the manner they were presented constituted a full understanding of what I was getting, I do understand that the documents were indeed signed by myself and the cosigner. Unfortunately that still does not address the issue of the price of the vehicle. During negotiations I was led to believe that we were working off the Internet price which was approximately $21,650. Yet, upon further inspection of the contracts, the vehicle was sold to me for $26,820.64. While I realize I have signed contracts and cannot change any of the prices or events that took place, I also feel that if the business is as trustworthy and reputable as they claim to be, they would be willing to make this right with me as it has put me in a severely bad position a year later. I would potentially consider working with them on a trade but I feel very strongly after my recent experiences with other dealers that Peoria Ford won't be able to help me in the end because of the terrible negative equity situation the original deal created for me. Thank you.
Mr. [redacted] is scheduled to come in on Wed, 6/14/17, to review documentation and discuss with our General Sales Manager.Pat H[redacted]PH/drw
Leases are very straight forward and direct. The Lease the customer signed up with is with a bank, not Peoria Ford. The terms of every lease of every bank are disclosed on every lease contract the customer signs and agrees to do. The customer claims her family leases audis...
and they do not have to pay for damage or excess wear and tear, and that may be, but this lease CLEARLY states what the customer is responsible for and agrees to. The customer turned in a lease with damage and excess miles, and the bank wants to be reimbursed for those damages, which her contract clearly states she is obligated to pay. The customer may feel Peoria Ford is responsible for her liabilities, but Peoria ford does not assume the liabilities of its customers. Peoria Ford apologizes the customer does not understand the contract in which she signed and that she felt she was treated poorly by its management staff. The manager tried to explain the basic concept of a lease and Peoria Fords involvement, but the customer refused to listen. There is no agreement between customer and Peoria Ford to pay any excess wear and tear or miles. This complaint has no merit and should be closed immediately.
[redacted]
General manager
My complaint is more than justifiable towards Pat H[redacted] and Peoria Ford. My car was indeed in an accident and repaired at a body shop that I was told was Peoria Fords "preferred" shop. During my conversation with the service manager, I did not say my car was the cause of the accident. This is fabricated and the entire conversation was taken out of context by the service manager. My attorney, unknown to me, did tell Pat I was to come and pick my car up. This is not what I wanted as I needed my car repaired and who better to repair the vehicle than the dealership I purchased the vehicle from. I advised one of the service representatives of my wants and he confirmed he understood. Neither I, nor my attorney, was provided with any contact information other than the general customer service number for Ford. Ford general counsel is no longer involved and has lifted the hold on repairing my vehicle. As of today, Pat and Peoria Ford are unwilling to repair my vehicle and want it towed "off their property". Peoria Ford continues to drop the ball and pass the buck by not assisting one of their customers. I bought a $36,000 car from Peoria Ford and it has been in their repair shop for longer than I have been able to drive the vehicle. This is unacceptable, unprofessional, and rather juvenile of Pat H[redacted], Peoria Ford, and the rest of his staff.....
Mr. [redacted],I apologize you feel that your time was wasted and that some bait and switch tactic was use to have you come in and see a car. Many times a vehicle shows our computer system because its not finalized. As you stated in this case perhaps the financing did not go through or some...
other issue occurred. Our intent at Peoria Ford is to have the best customer service possible. Due to the fact Peoria ford is one of the largest volume dealers in Arizona, and quite frankily in the US., occansionaly, this does occur, but not intentionally. As a good will gesture and as an apology I would like to offer you a free smart watch as a gift for your time. Also, if you still need a car I will be more than happy to personally help you. Patrick H[redacted]General Manager
[redacted] Customer was taken out of all CRM. Customer contacted dealership several ways so it took time to remove. Customer was apologized to and given managers direct phone number to follow up with if it happens again.complaint closed
[redacted]
Customer signed a universal contract at a rate which was not available at the time with the credit union she requested. Customer was apologized too and offered to do contract at bank requested, but at rate that bank offered, customer declined. Complaint was closed
Yes, Mr. R[redacted] did drop off his vehicle for work and was unable to pick it up when originally scheduled and asked that it be left outside of the secured service holding lot so he could come by over the 4th of July weeked to pick it up. When he did come by on Saturday, the 4th of July he...
expressed that he thought the vehicle looked as through someone had attempted to break into it. Our Controller was on site that day and attended to Mr. R[redacted] personally. Our Controller and Mr. R[redacted] walked around the vehicle (it had a license plate on it at that time) and Mr. R[redacted] showed our Controller some very slight damage at the top of the door frame and hood of the car. Mr. R[redacted] indicated that nothing had been taken from inside the vehicle, so it did not appear that access had actually been made. Our Controller advised Mr. R[redacted] that if he wanted to file a claim, his insurance company would be primary, and any secondary coverage (if applicable) would fall back to Peoria Ford. Mr. R[redacted] told our Controller that he didn't feel as though he should be held responsible for damage done to his car while in our posession. Our Controller advised that first the insurance situation is just a matter of policy and second that it was not even definitive that the damage occured on Peoria Ford property (so slight that if someone was not looking for it, it would probably not have even been noticed). Our Controller advised Mr. R[redacted] that he would both have video reviewed to see if there was any break-in attempted and secondly offered Mr. R[redacted] discounted paintless dent repair through one of our vendors if he wanted to take advantage of that option. Mr. R[redacted] seemed amiable to this and left his contact info with our Controller for future follow-up.After the weekend, our Controller had the video surveillance reviewed and found no evidence of tampering. Our Controller advised Mr. R[redacted] of this finding and Mr. R[redacted] was upset and unhappy with this. Mr. R[redacted] subsequently contacted the Peoria Police Department to file a report. The police contacted Peoria Ford and we advised them as outlined above. They noted in their report and closed the report without action.In closing, if Mr. R[redacted] had wanted to find a reasonable solution to this situation, we would have worked with him. He instead has tried to escalate this to whoever will listen in an attempt to have Peoria Ford pay for something that we are not responsible for.If he would like for us to have a paintless dent repair vendor provide him an estimate, we will be happy to coordinate that. Otherwise, we have nothing additional to offer.Please refer any additional communications on this matter to [redacted] or [redacted]
Mr. [redacted],I apoligize that Peoria fords Employees have called you to a point you feel is harrasing. Our CRM system records every type of contact made to the dealership so if you or your wife contacted in several was, ie phone,email,sales, service,parts, etc. the system will have different...
employees call you in attempt to sevice your needs. I have attempted to take your contact out of our system so this wont happen again. If you call or contact the dealership however again it will reload your information and follow up process will start all over again. Again, I apoligize, our calls are suppose to be to service the customer needs not offend them. Patrick H[redacted]General Manager/Partner
This is unacceptable. I was discriminated against at Peoria For by a salesman who took advantage of me. Letting me drive only one vehicle and telling me that was the only vehicle he could sell me I have since went to another Ford Dealership and the salesman let me drive several vehicles until I found the one that was right for me. He even let me take the vehicle home for a week and try it out to make sure it was the right vehicle for me. When I came back to the Dealership he asked me several times if I was okay with the vehicle and if not he had several others to show me. While I was there I was mentioning what had happened at Peoria Ford and there was another coupler there that was totally taken advantage of at Peoria Ford as well. I'm sure there are numerous people out there who feel the same way. I would like Peoria Ford to honor the letter stating that they were going to give me what I paid for my Hyundai when I bought it in the form of a cash rebate or apply it towards the loan and have the payment reduced. The total window sticker was 17,995 paid back in 2007. If not I will approach the US Attorney Generals Office with this Complaint as well.
Mr. [redacted] purchased his 2015 F 250 on 6/22/17. Changing the wheels and tires from his trade to the new vehicle and removing the hitch from the trade were both conditions of the sale as noted on the We Owe form. Mr. [redacted] signed and dated the We Owe form agreeing to those...
conditions.Once the wheel exchange had been completed, our UV Manager, Mr. H[redacted], contacted Mr. [redacted]. It was during that call that Mr. [redacted] mentioned the crack he had in his windshield and wanted to know when he could get his new windshield installed. He was informed that there was no windshield replacement included in his purchase agreement and that we would honor everything agreed upon, in writing, at the time of sale. Mr. [redacted] was incredulous. Mr. [redacted] claimed that, as a matter of good customer service, we should simply replace the windshield outside of the purchase agreement. Mr. [redacted] was advised that windshields for F-250s are not free and that at no point in the negotiation of his purchase had a new windshield been included. The offer was extended that Peoria Ford would help him replace the windshield at our cost. Mr. [redacted] was not interested in that offer.Mr. [redacted] has placed numerous calls demanding a new windshield for his F-250 and has received the exact same response from everyone he has dealt with. Unfortunately, no new windshield was included in the deal at time of sale. We do not get to request additional monies after a sale, just as a customer does not get to request additional items after a sale.
Peoria Ford has, as agreed, exchanged the wheels and tires from his trade to his new vehicle (an operation that required much more than 20 minutes as Mr. [redacted] contends) and removed the hitch from his trade. At this point, Peoria Ford has fulfilled all of its obligations as agreed to during the purchase of his 2015 F-250. If he would like to take us up on our offer of getting the windshield replaced at our cost, we would be happy to honor that.
Mr. [redacted] complaint is unfounded towards Peoria Ford. Mr. [redacted] had an accident with his vehicle that he had repaired at a bodyshop. He then brought his vehicle to Peoria Ford stating he had some stalling issues. During his conversation with the service manager Mr. [redacted] stated...
the stalling issues caused the accident. That information was forwarded to FORD. SInce Mr. [redacted] stated an accident was caused by a product issue it was forwarded to FORDS general counsel. Mr. [redacted] then recanted his statement of it causing the accident, but at this point FORD has already turned it over to their general counsel. Ford instructed Peoria Ford to do nothing on the car till they inform Peoria Ford to do so. Peoria Ford has communicated this to Mr. [redacted] and his attorney. Mr. [redacted]'s attorney called and instructed us to have his car ready by a 5p pick up, which Peoria Ford did, but Mr. [redacted] did not show up. Peoria Ford suggested if Mr. [redacted] did not like the answers Peoria Ford was giving him, he was able to go to any other Ford dealer in town to verify that the information given was correct. SInce Mr [redacted] claimed it was a product malfuction that caused an accident FORD and its general counsel are now directly involved. Peoria Ford or any other ford franchise can not do warranty work on his vehicle, until FORD genral counsel says they can. Mr. [redacted] was clearly made aware of this and unfortunaly there are no other alternatives at this point. Peoria Ford, as any other franchise ford dealer, can only complete warranty work when FORD authorizes it. Mr [redacted] and his attorney were given all the contacts at ford to pursue this issue. There is nothing furthur Peoria Ford can do to handle Mr. [redacted]'s claim until he contacts Ford.Patrick H[redacted]General Manager
[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 would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I hope the service going forward is true customer service like it should be. Thank you.
Regards,
Bryan E[redacted]
Mr [redacted] was offered to return the vehicle and all monies refunded. As stated previously, he continues to insult, name call, and belittle every employee he comes in contact with. Peoria Ford will be more than happy to review again the contracts so Mr [redacted] understands what he agreed to do. Mr [redacted] doesn’t want to return the car because of the great deal he did receive. Peoria Ford has already shown good will in the offer of recision, since there is no cooling off period in Az. Mostof the complaint is regarding fees that are charged from the bank, not Peoria Ford. If any other good will is to be done , the complaint is toward the bank and needs to be addressed there. Pat H[redacted]
The complaint is regarding an action OUTSIDE the influence of the dealership. The customer is complaining of an attemtpted break in of his car, which the dealerships paperwork clearly states is not responsibile for any damage. The car was left outside a secure area per the request of the customer. All the security tapes that were reviewed indicated no damage was done at the dealership. AS stated, the dealership would be more than happy to arrange an appointment with a vendor that does the type of repairs needed, even at a internal type rate. However, there is no responsibility for anything on the dealerships behalf, if there were, his insurance company would surely come to collect. if any other information is needed, please feel free to contact me.Patrick h[redacted]General manager
[redacted],
I can appreciate your view on your transaction you completed at Peoria Ford. Your description of the process you went through does not match any of the processes that are completed at Peoria Ford. If you could be more specific on the offer you are relating to on the trade or a copy of something you are referring to I would be more than happy to honor any advertisement you may have. Your transaction, as you stated in your complaint, was over several trips to the dealership over different days. You had several opportunities to alter, change, negotiate, and even change your mind to the contract that you agreed too. At this point feeling that you were not given adequate value for your trade is really a mute point. however, If you would like to bring in any info disputing the value given I would be more than happy to review it with you, and if the vehicle was not appraised right or figure way off base was given I will reappraise it and we can go from there. Your particular transaction had a severe credit situation that was a challenge in itself to get you approved. Your request for a certain budget also was a big constraint you may have forgot you posed as well. Customer service is a priority at Peoria Ford and hopefully the offer to re-appraise your vehicle brings some closure to your concerns.
Patrick H[redacted]
General Manager
The complaint has been noted and the customers file has been duly noted of the feelings of the customer. The customer will be called by the service manager and apoligized too for any past behavoir complaints. Customer satisfaction is a top priority at Peoria Ford and this situation will...
hopefully never happen. again. Patrick H[redacted]General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will forward all my previous email correspondence with Peoria Ford to the email address provided by Pat Hickey for further review of my concerns. I will wait until for Peoria Ford to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I am sorry that Mr. [redacted] feels the way he does. He is obviously looking at it from his perspective, and I from mine. Since the last dialogue, Ford Motor Company had released the hold on work and after Mr. [redacted]'s continued lack of tact and his attorney's approach of telling us exactly what we were going to do from them, I exercised my right as a franchised Ford dealer to choose not to continue servicing his vehicle. There a many Ford dealerships in the metro Phoenix area and he was asked to choose one to have his vehicle taken to. He advised us of the dealer that he wanted the vehicle taken to and we had it transported there. Since then, we have been removed from the situation.Customers "fire" companies all the time by denial of business and negative reviews. On top of Mr. [redacted]'s distasteful approach, he also felt it necessary to place multiple negative reviews online. As a dealer who strives to retain customers and foster an environment of repeat and referral business, to "fire" a customer is a last resort. Unfortunately, it became obvious that there was no placating Mr. [redacted] and as such he left me no other option but to refer his business elsewhere.I sincerely hope he was able to get his vehicle fixed and is happy with his new dealer.
[redacted],
I apologize the way you feel you were treated and the time it took to get your transaction approved. If you did not receive your 2nd key we would be happy to get you another key asap. The Lic plates are controlled by the state and how the paperwork is processed. Peoria...
Ford processed the plates according to whats required by the state to do so. We would be more than happy to assist any concerns you may have or provide you with the necessary numbers needed to contact to get resolution on your plate concerns. As far as you wanting a different car, Peoria Ford cannot just not gtive you another vehicle because you feel you have mental anguish over the one you purchased. If you would like to trade it in for a different vehicle, Peoria Ford will assist you in the best of our ability to do so. You must recall, part of the issues with your transaction is YOUR prior credit history. As you stated you visited the dealership multiple times, therefore had several opportunities to not completer the transaction. There is no free 5 year service program available as you requested we give you. As a prior customer you will receive several coupons in the mail and also be entitled to discounts just because of your purchase. If you have and other concerns or questions feel free to contact me directly. Thank you for your purchase and I apologize for any misunderstandings or concerns you encountered.
Patrick H[redacted]
General Manager/Partner
While I appreciate a prompt response from the business, the largest factor of my complaint went completely unaddressed. I understand the response from the business in regards to the additional warranties I was sold and, while I may not agree that signing papers in the manner they were presented constituted a full understanding of what I was getting, I do understand that the documents were indeed signed by myself and the cosigner. Unfortunately that still does not address the issue of the price of the vehicle. During negotiations I was led to believe that we were working off the Internet price which was approximately $21,650. Yet, upon further inspection of the contracts, the vehicle was sold to me for $26,820.64. While I realize I have signed contracts and cannot change any of the prices or events that took place, I also feel that if the business is as trustworthy and reputable as they claim to be, they would be willing to make this right with me as it has put me in a severely bad position a year later. I would potentially consider working with them on a trade but I feel very strongly after my recent experiences with other dealers that Peoria Ford won't be able to help me in the end because of the terrible negative equity situation the original deal created for me. Thank you.