Ms. [redacted] vehicle has been in several times with a problem not being able to be duplicated. The most recent visit a problem was determined and finally repaired. Several discussions with Peoria Ford and Ford itself occurred. I apologize there has been an issue determining the...
exact repair needed because it was not able to be duplicated the prior times it was brought in. A goodwill gesture of a $200 was offered as a discount to apologize for the delay and communication issues that occurred. Car is repaired and ready for pick up.
Mr. [redacted], Although we contract exclusively through a company that does our vehicle prep & detail, because of the frustrations you were having we offered you the option of taking it to a third-party of your choice to have the detail performed and we would cover half the cost. That...
offer came with two stipulations: 1.) That Peoria Ford be given the opportunity to review and approve the quote before work is performed and 2.) That you release Peoria Ford from any liability for work performed by that vendor. We believe both stipulations are fair considering we normally would only do this type of work in-house with our select vendor. However, since you made it very clear that you do not wish for Peoria Ford or our vendors to work on your car we thought this was a fair compromise. In reference to refund of the paint protectant, due to the nature of this issue, I am willing to refund that portion ($297) as well. Please advise if you wish to take advantage of this offer. Sincerely, Dave R. W[redacted]ControllerPeoria Ford
Dear Ms. [redacted],I apologize that you interpreted the request for an additional $250 down as a "Bait & Switch". Because Peoria Ford is not a lender, we forward all deals to various lenders for their review & approval. We try to structure deals so they are approved by the lenders...
without additional requirements or stipulations, but many lenders have their own internal underwriting guidelines that must be meet to approve a deal. Sometimes the difference between having an additional $250 down or not can make the difference between an approval or rejection depending on the specific lender. Sometimes we are able to leverage our relationship or ask for a re-evaluation of the deal in an effort to get them to approve without the additional requirement (as was successfully done on your behalf for this deal.)I am sorry that you believe that Peoria Ford was in any way trying to take advantage of you when all we were doing was passing on the information presented to us by the lender. Fortunately, we were able to get the contract purchased with your original $500 down and you are the proud owner of a nice Mazda CX9.I understand you live in Chandler and it may not be convenient for you to come by, so as a token of goodwill, we would like to send you out a couple of Starbucks gift-cards for you and Alphonso to enjoy.Sincerely,Pat H[redacted]General Manager
Mr. [redacted] physically disposed of the license plate from his trade-in when he took delivery of his new vehicle. He was provided his registration when he came to unwind and take his trade-in back. Because he had disposed of his plate and the registration tab, he will need to...
contact MVD to secure replacement plates/tab. Mr. [redacted] did remit a check for a down-payment, but when the lender stipulated other requirements, Mr. [redacted] declined and chose to cancel the deal and take his trade-in back. Because the check had not had time to clear the bank outside of the stop-payment window, he was given the choice of either placing a stop-payment on his check or to wait for it to clear unencumbered and he would be issued a refund. Mr. [redacted] selected to place a stop-payment.
While it is unfortunate that we were not able to finalize a deal, it was through no fault of Peoria Ford and as such we will not be covering any associated costs. - PH
SIR/MADAM Unfortunaly a year after a transaction it is hard to figure out exactly what transpired. The only documentation we have states exactly what both parties agreed on. However, we would be more than happy to review a deal with the customer to see if we can somehow resolve the situation she is in. Please contact rob hubler the GSM at [redacted] to set an appointment to look at options to rectify this situation. Patrick h[redacted]
I would not be persueing this matter if Wade, our salesman had not told my wife he would "Take care of it", regarding the windshield replacement issue. Wade said he would discuss this matter with a manager and get back to us, Wade never got back to us. He dropped the ball. That's when I contacted Peoria Ford and talked to Doug H[redacted] about this matter and about what Wade told my wife about the windshield. Mr. H[redacted] did not want to discuss and/or pursue this matter with Wade. Instead, Mr. H[redacted] was rude and condescending to me on the phone. Mr. H[redacted] told me " If it's not on the We Owe, the dealer is not going to pay for a windshield" Mr. H[redacted] also told me that "Wade should pay for the windshield". Mr. H[redacted] also told me to wait about a month, then turn in a claim to my insurance company for windshield replacement. I would consider that to be a fraudulent claim to my insurance company. Mr. H[redacted] also lied about offering me to purchase a windshield at dealer cost. He did not make that offer.
Date of this complaint is 10 months after the sale. All paperwork customer was presented and that they signed was a lease based on the file. Copies will be provided if customer does not have them. If the customer would like to re finance the vehicle on a conventional purchase,...
Peoria Ford will get them the best rate available based on their credit score. Customer states in complaint that all paperwork stated it was a lease, but finance manager said that was the way it had to be done for the rate they wanted. Only option at this point is to re -finance or trade the vehicle, both which Peoria Ford are more than willing to assist in.
Dear Ms. [redacted],
I just wanted to let you know that we have removed your numbers from our primary sales CRM system. That should eliminate most, if not all, calls.
Sincerely,
Dave W[redacted]
Controller
Mr. [redacted] leased a vehicle from Peoria Ford is correct. Everything else he stated is completely false, and quite frankily, LIES. I personally asked Mr. [redacted] to return the vehicle and I would refund All of his monies, and even more for his time. He refused. He insulted...
several staff members with name calling, insults, accusations, and lies. He spoke as if he was an 8th grade school boy that was a bully and had lost all that power. His name calling and insults, both in email form and recorded phone calls, is actually ironic based on he's approximately a 400lb obese dog groomer, with social skills of a 3 yr old toddler. The figure on the payoff was given by Mr. [redacted], which was approximately 1700, but the bill was higher. Peoria ford paid the difference, even though his actions dictated they shouldn't. Mr. [redacted] was explained exactly what was in the contract, his payment, his down payment, and all the fees. The fees Mr. [redacted] is complaining about, had to be disclosed, as most of them are the banks fees. The fees , however, were discounted from the profit of the car. This was explained in the simplest of terms, but Mr. [redacted] can only communicate in insults and made up accusations. Again, I personally asked him to return the car that we would not like to do business with him, he refused, and insulted me. There are no refunds, there are no overcharged fees, there was nothing not disclosed. Mr. [redacted] had an opportunity to return the car, get all his monies back, plus money for his time. He refused. His contracts were explained to him not only on the sales floor, but in the finance department, and also by myself the General Manager. At this point, a full refund has already been offered, which he refused. He signed a contractual agreement that both parties agreed to, yet now thinks he can renegotiate, and use agencies such as Revdex.com to force his misaligned agenda. Please contact me if further information is needed. Patrick H[redacted]General Manager/Partner
[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
Dear Patrick H[redacted], I appreciate the quick response and that you are willing to re-finance the vehicle under a conventional purchase but this has already been offered to us by Finance Agent Mark S[redacted] and Lease Manager Jim E[redacted] and that part is no longer an issue. The main issue and the reason we decided to file with the Revdex.com is that we had an agreed upon out-the-door price of $26,500 by the Sales Manager. Then we were sent to Finance Agent Mark S[redacted] to sign all of the “purchase” documents for the stated price. Mark S[redacted] offered us an extended warranty for an additional $14 a month so we agreed. As we were signing the “purchase” documents we noticed and questioned the higher loan percentage than we were told by Sales. Mark left the room and returned only stating that we have to fill out and sign new forms. At that point Mark S[redacted] switched our “purchase” agreement over to a “lease” agreement and did not disclose this. After signing the new forms we questioned why one of them had the words “lease agreement” on them and stated to Mark “we’re not leasing we’re buying” Mark only stated that “this is how we have to write this up to get you the lower interest rate” and that was pretty much it. We were both lead to believe that we were still signing a “purchase” agreement but with some kind of extra benefits that he didn’t explain. The reason we did not file a complaint until ten months later is only because we did not know we had a lease agreement. We kept getting letters from Bank of the West requesting proof of insurance. Only until I contacted the bank to inquire about why they needed proof of insurance is when we were told our loan agreement was filed as a lease agreement. We also were told by Bank of the West that the loan amount was $35,348.50 which was $7720.69 higher than the figures Mark S[redacted] pointed out to us on the new document. Bank of the West provided us our current pay-off price of $28,564.99 plus the eleven payments already made totaling $4562.80 which totals $35,348.50. By definition Mr. H[redacted] this is Dealer Fraud. Whether it was accidental or intentional no longer matters to us. We just want to re-finance this vehicle to a conventional loan for the original purchase price agreed upon and for the interest rate we were quoted and to include any payments already made towards the vehicle. Further, we were informed by Mark S[redacted] and Jim E[redacted] that we were tape recorded while in Mark S[redacted]’s office. We request that this tape be made available, reviewed and a copy provided to us. The tape recording will confirm and validate our complaint. We are also requesting the original agreement documents written up by the Sales Department and the purchase documents that have our initials and signatures be made available and a copy provided to us. These will also confirm and validate our complaint. Sincerely, [redacted] & [redacted]
John, Please see attached email from Sept 24th where I already outlined my objection to this offer. Additionally I listed my requests for resolution in the original Revdex.com complaint. I also filed a complaint through Ford Motor Company (CRM: [redacted]). They informed me that they only deal with warranty issues and stated the following:1. The car was not delivered to Peoria Ford in the current condition.2. These items are all items that a customer has the right to expect when taking delivery of a new vehicle.3. These damaged happened after delivery from Ford Motor Company and before sale to the customer.4. The remedies implemented by Peoria have caused the problem to become worse.In summary the damaged to the vehicle were the cause of neglect while in position of Peoria Ford. As documented in my photos the problem was not resolved, and was in-fact made much worse with the additions of buffer lines over the entire vehicle. All items a reasonable person would expect to be included when purchasing a new vehicle. If we reach an impasse through this third party I will pursue my legal arbitration rights outlined in the customer agreement. I cannot follow the logic on why the customer should have to pay any percentage to fix these issues that were all caused by Peoria Ford, and/or the vendor that Peoria Ford selected to complete the work. Every detailer that has seen the vehicle has confirmed that the work was not performed correctly. Again, my request is for Peoria Ford to do whatever is necessary to return the car to "new condition", refund of the Paint Protection because I do not have faith that Peoria can perform the services agreed upon, and consideration for all the time and hassle spent on my part to resolve such a simple issue.
Dear Ms. [redacted],Thank you for your inquiry. We have pulled your 2014 file from archives and have it under review. We will be back in contact with you soon.Sincerely,Pat H[redacted]
I can appreciate how your view of your purchase was not correct. I apologize you feel that the transaction was not what you understood it to be. However, your Lease agreement that you signed clearly defined all the terms within it, You stated in your complaint that the Finance Manager disclosed to you it was a lease. It’s hard to claim that fraud occurred while all lease was disclosed. Its also very difficult to go back and reconstruct the deal almost a year later. The video you requested of the transaction is no longer available because the videos are overwritten in approx. 45-60 days due to the storage space needed for video and amount of transactions we do. There are some options we do have for you: 1. Re-finance the vehicle, which we would help get the lowest rate possible, at what we get as a large dealer 2. Trade the vehicle in, the dealer give you over-market value for the trade and sell you a new car at an employee type scenario. Again, I apologize you feel the transaction was not what you thought. The vast amount of time that has passed only allows me the options that we have presented. Please let me know how you would like to proceed and I will personally get involved to ensure a smooth transaction.
Ms. [redacted] vehicle has been in several times with a problem not being able to be duplicated. The most recent visit a problem was determined and finally repaired. Several discussions with Peoria Ford and Ford itself occurred. I apologize there has been an issue determining the...
exact repair needed because it was not able to be duplicated the prior times it was brought in. A goodwill gesture of a $200 was offered as a discount to apologize for the delay and communication issues that occurred. Car is repaired and ready for pick up.
Patrick H[redacted]
General Manager
Mr. [redacted], Although we contract exclusively through a company that does our vehicle prep & detail, because of the frustrations you were having we offered you the option of taking it to a third-party of your choice to have the detail performed and we would cover half the cost. That...
offer came with two stipulations: 1.) That Peoria Ford be given the opportunity to review and approve the quote before work is performed and 2.) That you release Peoria Ford from any liability for work performed by that vendor. We believe both stipulations are fair considering we normally would only do this type of work in-house with our select vendor. However, since you made it very clear that you do not wish for Peoria Ford or our vendors to work on your car we thought this was a fair compromise. In reference to refund of the paint protectant, due to the nature of this issue, I am willing to refund that portion ($297) as well. Please advise if you wish to take advantage of this offer. Sincerely, Dave R. W[redacted]ControllerPeoria Ford
Dear Ms. [redacted],I apologize that you interpreted the request for an additional $250 down as a "Bait & Switch". Because Peoria Ford is not a lender, we forward all deals to various lenders for their review & approval. We try to structure deals so they are approved by the lenders...
without additional requirements or stipulations, but many lenders have their own internal underwriting guidelines that must be meet to approve a deal. Sometimes the difference between having an additional $250 down or not can make the difference between an approval or rejection depending on the specific lender. Sometimes we are able to leverage our relationship or ask for a re-evaluation of the deal in an effort to get them to approve without the additional requirement (as was successfully done on your behalf for this deal.)I am sorry that you believe that Peoria Ford was in any way trying to take advantage of you when all we were doing was passing on the information presented to us by the lender. Fortunately, we were able to get the contract purchased with your original $500 down and you are the proud owner of a nice Mazda CX9.I understand you live in Chandler and it may not be convenient for you to come by, so as a token of goodwill, we would like to send you out a couple of Starbucks gift-cards for you and Alphonso to enjoy.Sincerely,Pat H[redacted]General Manager
Mr. [redacted] physically disposed of the license plate from his trade-in when he took delivery of his new vehicle. He was provided his registration when he came to unwind and take his trade-in back. Because he had disposed of his plate and the registration tab, he will need to...
contact MVD to secure replacement plates/tab. Mr. [redacted] did remit a check for a down-payment, but when the lender stipulated other requirements, Mr. [redacted] declined and chose to cancel the deal and take his trade-in back. Because the check had not had time to clear the bank outside of the stop-payment window, he was given the choice of either placing a stop-payment on his check or to wait for it to clear unencumbered and he would be issued a refund. Mr. [redacted] selected to place a stop-payment.
While it is unfortunate that we were not able to finalize a deal, it was through no fault of Peoria Ford and as such we will not be covering any associated costs. - PH
SIR/MADAM Unfortunaly a year after a transaction it is hard to figure out exactly what transpired. The only documentation we have states exactly what both parties agreed on. However, we would be more than happy to review a deal with the customer to see if we can somehow resolve the situation she is in. Please contact rob hubler the GSM at [redacted] to set an appointment to look at options to rectify this situation. Patrick h[redacted]
I would not be persueing this matter if Wade, our salesman had not told my wife he would "Take care of it", regarding the windshield replacement issue. Wade said he would discuss this matter with a manager and get back to us, Wade never got back to us. He dropped the ball. That's when I contacted Peoria Ford and talked to Doug H[redacted] about this matter and about what Wade told my wife about the windshield. Mr. H[redacted] did not want to discuss and/or pursue this matter with Wade. Instead, Mr. H[redacted] was rude and condescending to me on the phone. Mr. H[redacted] told me " If it's not on the We Owe, the dealer is not going to pay for a windshield" Mr. H[redacted] also told me that "Wade should pay for the windshield". Mr. H[redacted] also told me to wait about a month, then turn in a claim to my insurance company for windshield replacement. I would consider that to be a fraudulent claim to my insurance company. Mr. H[redacted] also lied about offering me to purchase a windshield at dealer cost. He did not make that offer.
Date of this complaint is 10 months after the sale. All paperwork customer was presented and that they signed was a lease based on the file. Copies will be provided if customer does not have them. If the customer would like to re finance the vehicle on a conventional purchase,...
Peoria Ford will get them the best rate available based on their credit score. Customer states in complaint that all paperwork stated it was a lease, but finance manager said that was the way it had to be done for the rate they wanted. Only option at this point is to re -finance or trade the vehicle, both which Peoria Ford are more than willing to assist in.
Patrick h[redacted]
Dear Ms. [redacted],
I just wanted to let you know that we have removed your numbers from our primary sales CRM system. That should eliminate most, if not all, calls.
Sincerely,
Dave W[redacted]
Controller
Mr. [redacted] leased a vehicle from Peoria Ford is correct. Everything else he stated is completely false, and quite frankily, LIES. I personally asked Mr. [redacted] to return the vehicle and I would refund All of his monies, and even more for his time. He refused. He insulted...
several staff members with name calling, insults, accusations, and lies. He spoke as if he was an 8th grade school boy that was a bully and had lost all that power. His name calling and insults, both in email form and recorded phone calls, is actually ironic based on he's approximately a 400lb obese dog groomer, with social skills of a 3 yr old toddler. The figure on the payoff was given by Mr. [redacted], which was approximately 1700, but the bill was higher. Peoria ford paid the difference, even though his actions dictated they shouldn't. Mr. [redacted] was explained exactly what was in the contract, his payment, his down payment, and all the fees. The fees Mr. [redacted] is complaining about, had to be disclosed, as most of them are the banks fees. The fees , however, were discounted from the profit of the car. This was explained in the simplest of terms, but Mr. [redacted] can only communicate in insults and made up accusations. Again, I personally asked him to return the car that we would not like to do business with him, he refused, and insulted me. There are no refunds, there are no overcharged fees, there was nothing not disclosed. Mr. [redacted] had an opportunity to return the car, get all his monies back, plus money for his time. He refused. His contracts were explained to him not only on the sales floor, but in the finance department, and also by myself the General Manager. At this point, a full refund has already been offered, which he refused. He signed a contractual agreement that both parties agreed to, yet now thinks he can renegotiate, and use agencies such as Revdex.com to force his misaligned agenda. Please contact me if further information is needed. Patrick H[redacted]General Manager/Partner
[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
Dear Patrick H[redacted], I appreciate the quick response and that you are willing to re-finance the vehicle under a conventional purchase but this has already been offered to us by Finance Agent Mark S[redacted] and Lease Manager Jim E[redacted] and that part is no longer an issue. The main issue and the reason we decided to file with the Revdex.com is that we had an agreed upon out-the-door price of $26,500 by the Sales Manager. Then we were sent to Finance Agent Mark S[redacted] to sign all of the “purchase” documents for the stated price. Mark S[redacted] offered us an extended warranty for an additional $14 a month so we agreed. As we were signing the “purchase” documents we noticed and questioned the higher loan percentage than we were told by Sales. Mark left the room and returned only stating that we have to fill out and sign new forms. At that point Mark S[redacted] switched our “purchase” agreement over to a “lease” agreement and did not disclose this. After signing the new forms we questioned why one of them had the words “lease agreement” on them and stated to Mark “we’re not leasing we’re buying” Mark only stated that “this is how we have to write this up to get you the lower interest rate” and that was pretty much it. We were both lead to believe that we were still signing a “purchase” agreement but with some kind of extra benefits that he didn’t explain. The reason we did not file a complaint until ten months later is only because we did not know we had a lease agreement. We kept getting letters from Bank of the West requesting proof of insurance. Only until I contacted the bank to inquire about why they needed proof of insurance is when we were told our loan agreement was filed as a lease agreement. We also were told by Bank of the West that the loan amount was $35,348.50 which was $7720.69 higher than the figures Mark S[redacted] pointed out to us on the new document. Bank of the West provided us our current pay-off price of $28,564.99 plus the eleven payments already made totaling $4562.80 which totals $35,348.50. By definition Mr. H[redacted] this is Dealer Fraud. Whether it was accidental or intentional no longer matters to us. We just want to re-finance this vehicle to a conventional loan for the original purchase price agreed upon and for the interest rate we were quoted and to include any payments already made towards the vehicle. Further, we were informed by Mark S[redacted] and Jim E[redacted] that we were tape recorded while in Mark S[redacted]’s office. We request that this tape be made available, reviewed and a copy provided to us. The tape recording will confirm and validate our complaint. We are also requesting the original agreement documents written up by the Sales Department and the purchase documents that have our initials and signatures be made available and a copy provided to us. These will also confirm and validate our complaint. Sincerely, [redacted] & [redacted]
John, Please see attached email from Sept 24th where I already outlined my objection to this offer. Additionally I listed my requests for resolution in the original Revdex.com complaint. I also filed a complaint through Ford Motor Company (CRM: [redacted]). They informed me that they only deal with warranty issues and stated the following:1. The car was not delivered to Peoria Ford in the current condition.2. These items are all items that a customer has the right to expect when taking delivery of a new vehicle.3. These damaged happened after delivery from Ford Motor Company and before sale to the customer.4. The remedies implemented by Peoria have caused the problem to become worse.In summary the damaged to the vehicle were the cause of neglect while in position of Peoria Ford. As documented in my photos the problem was not resolved, and was in-fact made much worse with the additions of buffer lines over the entire vehicle. All items a reasonable person would expect to be included when purchasing a new vehicle. If we reach an impasse through this third party I will pursue my legal arbitration rights outlined in the customer agreement. I cannot follow the logic on why the customer should have to pay any percentage to fix these issues that were all caused by Peoria Ford, and/or the vendor that Peoria Ford selected to complete the work. Every detailer that has seen the vehicle has confirmed that the work was not performed correctly. Again, my request is for Peoria Ford to do whatever is necessary to return the car to "new condition", refund of the Paint Protection because I do not have faith that Peoria can perform the services agreed upon, and consideration for all the time and hassle spent on my part to resolve such a simple issue.
Dear Ms. [redacted],Thank you for your inquiry. We have pulled your 2014 file from archives and have it under review. We will be back in contact with you soon.Sincerely,Pat H[redacted]
May 28, 2106
[redacted]
Re: 2015 Escape
Mr. [redacted],
I can appreciate how your view of your purchase was not correct. I apologize you feel that the transaction was not what you understood it to be. However, your Lease agreement that you signed clearly defined all the terms within it, You stated in your complaint that the Finance Manager disclosed to you it was a lease. It’s hard to claim that fraud occurred while all lease was disclosed. Its also very difficult to go back and reconstruct the deal almost a year later. The video you requested of the transaction is no longer available because the videos are overwritten in approx. 45-60 days due to the storage space needed for video and amount of transactions we do. There are some options we do have for you: 1. Re-finance the vehicle, which we would help get the lowest rate possible, at what we get as a large dealer 2. Trade the vehicle in, the dealer give you over-market value for the trade and sell you a new car at an employee type scenario. Again, I apologize you feel the transaction was not what you thought. The vast amount of time that has passed only allows me the options that we have presented. Please let me know how you would like to proceed and I will personally get involved to ensure a smooth transaction.
Patrick H[redacted]
General Manager/Partner
CUSTOMER WAS GIVEN A SET OF TIRES AND A 2ND KEY CUSTOMER STATED COMPLAINT WAS BEING WITHDRAWN..