Complaint: ***
I am rejecting this response because: When vehicle was towed to a
transmission shop, vehicle was found to only have HALF of transmission removed instead of entire transmission as I was toldI was told this information by the mechanic and NOT MY SERVICE ADVISORWas quoted different prices and couldn't tell me the exact problemIf the entire transmission was not removed, than how was this determined?
Regards,
*** ***
Revdex.com:I spoke with Maria at Jordan Ford today 11/6/2015 and she stated she only received the request to process the refund on 11/4; when we were told this was completed in October. As of now Maria stated she has received approval to process the...
refund; however will not get refund until 11/9. At this time we are accepting the response since she is the only person from Ford that has actually called us back.
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]
[redacted], thank you for contacting me about Ms. [redacted]’s concerns, I will try to assist in every way I can. I am attaching a letter from the sales manager at our Universal City location since he has more firsthand knowledge of the transaction and any concerns that arose after the sale. While I was not...
involved at the time Mr. [redacted] advised me when a concern arose and kept me informed until she picked her vehicle up from the Chevrolet dealership we use on GM products. We are a 97 year old family owned Ford dealership in San Antonio and while we do attempt to sell high quality preowned occasionally older used cars do have issues arise after the sale. That is why we not only include a 90 day “Peace of Mind” warranty with each sale but also offer and recommend extended service plans, both carry a minimum of $100.00 deductible and older vehicles would be a 50% deductible. My understanding of the Truck Ms. [redacted] purchased was since it was a 8 year old vehicle, if had we used the “Peace of Mind” warranty the deductible would have been 50% and therefore the Ford ESP had a much lower deductible of $100.00. I was advised by my staff that Ms. [redacted] was refusing to pay the Deductible that she was supposed to pay per her sales contract and to “keep the peace” the Chevrolet dealership waived the deductible to eliminate a scene in their customer waiting area. We later reimbursed them since we did not feel that was fair or their fault that she felt that way. Please read my attachment for a more firsthand side or the story from the party who handled both the original transaction and the service concerns. In answer to Ms [redacted]s requests we are willing to offer the following as a good will gesture; A. I want the dealership to pay the deductible to dealership B(it’s my understanding we did this the day after she picked up the vehicle) B. I am gravely concerned about the vehicle I bought and wish to exchange it for another vehicle that is not broke (I am under the impression that whatever concern arose has been repaired, but we would be willing to take the vehicle back in trade for the amount Ms. [redacted] paid for it towards another vehicle in our existing inventory assuming the vehicle is in the same condition it was sold in less a reasonable amount for incremental mileage or damage it may have sustained while in her possession) C. I would like reimbursement for the 3 year/30,000 mile warranty (the warranty can be canceled by the customer at any time and is “Pro Rated” the refund will be the amount paid less any miles and or claims on the warranty) The offer to exchange the vehicle is good thru the end of June 2016 and is only being made on inventory in stock (at this time there are over 320 vehicles available) and the trade in amount will be what was actual selling price on all paperwork when purchased. Sincerely [redacted] Director of Pre Owned vehicle operations
Customer did approve remove and inspection of transmisssion on 5/18/15. Upon inspection found several parts broken and could not be repaired. Correct fix is replace transmission, cust declined repairs.
We value our customers and we always strive to over communicate with transparency as we are passionate about developing a trusted long-term relationship. Our Service Department Director ([redacted] has documented the events that took place and Bud attached information that may...
valuable to you and the consumer. In response to the above referenced Revdex.com complaint I would like to supply the following facts to support our position in this matter. On 10/08/2016 Mr. [redacted] brought his 2013 Ford Fusion, vin# [redacted], into our service department at Jordan Ford. He had a wrench light on which indicated that his vehicle with 70,223 miles on it was due a service. Upon the completion of our Ford process to perform a complimentary multi-point inspection we recommended the following services needed based on time and mileage: · A “Works Package” which included an oil and filter change service and a tire rotation. · A “Major Tune-up Package” which included replacing the spark plugs, changing the engine air filter, a fuel injector clean and flush, and a computer scan and a battery test. We also noted that his front brakes were at 5mm and that his rear brakes were at 2mm, that his tire tread depth was okay and there was no abnormal wear. Mr. [redacted] approved both items for an estimated $395.08. We completed those items and he once again approved the work and amount by paying his invoice at 5:31 pm. During the transaction, there was never any mention of the vehicle violently jerking as stated in his complaint. As a Certified Ford Dealer, we are “required” to have and have all of the Ford Motor Company “required” special tools and diagnostic equipment and had he at any time stated that he had a transmission or other concern we would have asked him to approve a Diagnostic charge of $114.00 until we could determine if the cause of the concern would be covered under his Extended warranty Protection. I do not believe that he was ever told that that “we do not have the equipment to check the codes” nor do I believe he was told “to drive the vehicle back from San Antonio, Texas back to Florida with the issue still unresolved. The attached invoices bear out exactly what I am saying. I do understand Mr. [redacted] frustrations with his vehicle but in no way did Jordan Ford to create those problems nor add to those problems. We simply performed a scheduled service which was totally unrelated to Mr. [redacted] complaint and we do not intend to reimburse him for the worked we performed and he approved. Please feel free to contact me at [redacted] if you have any further questions. Sincerely, [redacted]
Complaint: ***
I am rejecting this response because: When vehicle was towed to a
transmission shop, vehicle was found to only have HALF of transmission removed instead of entire transmission as I was toldI was told this information by the mechanic and NOT MY SERVICE ADVISORWas quoted different prices and couldn't tell me the exact problemIf the entire transmission was not removed, than how was this determined?
Regards,
*** ***
Revdex.com:I spoke with Maria at Jordan Ford today 11/6/2015 and she stated she only received the request to process the refund on 11/4; when we were told this was completed in October. As of now Maria stated she has received approval to process the...
refund; however will not get refund until 11/9. At this time we are accepting the response since she is the only person from Ford that has actually called us back.
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]
[redacted], thank you for contacting me about Ms. [redacted]’s concerns, I will try to assist in every way I can. I am attaching a letter from the sales manager at our Universal City location since he has more firsthand knowledge of the transaction and any concerns that arose after the sale. While I was not...
involved at the time Mr. [redacted] advised me when a concern arose and kept me informed until she picked her vehicle up from the Chevrolet dealership we use on GM products. We are a 97 year old family owned Ford dealership in San Antonio and while we do attempt to sell high quality preowned occasionally older used cars do have issues arise after the sale. That is why we not only include a 90 day “Peace of Mind” warranty with each sale but also offer and recommend extended service plans, both carry a minimum of $100.00 deductible and older vehicles would be a 50% deductible. My understanding of the Truck Ms. [redacted] purchased was since it was a 8 year old vehicle, if had we used the “Peace of Mind” warranty the deductible would have been 50% and therefore the Ford ESP had a much lower deductible of $100.00. I was advised by my staff that Ms. [redacted] was refusing to pay the Deductible that she was supposed to pay per her sales contract and to “keep the peace” the Chevrolet dealership waived the deductible to eliminate a scene in their customer waiting area. We later reimbursed them since we did not feel that was fair or their fault that she felt that way. Please read my attachment for a more firsthand side or the story from the party who handled both the original transaction and the service concerns. In answer to Ms [redacted]s requests we are willing to offer the following as a good will gesture; A. I want the dealership to pay the deductible to dealership B(it’s my understanding we did this the day after she picked up the vehicle) B. I am gravely concerned about the vehicle I bought and wish to exchange it for another vehicle that is not broke (I am under the impression that whatever concern arose has been repaired, but we would be willing to take the vehicle back in trade for the amount Ms. [redacted] paid for it towards another vehicle in our existing inventory assuming the vehicle is in the same condition it was sold in less a reasonable amount for incremental mileage or damage it may have sustained while in her possession) C. I would like reimbursement for the 3 year/30,000 mile warranty (the warranty can be canceled by the customer at any time and is “Pro Rated” the refund will be the amount paid less any miles and or claims on the warranty) The offer to exchange the vehicle is good thru the end of June 2016 and is only being made on inventory in stock (at this time there are over 320 vehicles available) and the trade in amount will be what was actual selling price on all paperwork when purchased. Sincerely [redacted] Director of Pre Owned vehicle operations
Customer did approve remove and inspection of transmisssion on 5/18/15. Upon inspection found several parts broken and could not be repaired. Correct fix is replace transmission, cust declined repairs.
Customers concern has been resolved.
We value our customers and we always strive to over communicate with transparency as we are passionate about developing a trusted long-term relationship. Our Service Department Director ([redacted] has documented the events that took place and Bud attached information that may...
valuable to you and the consumer. In response to the above referenced Revdex.com complaint I would like to supply the following facts to support our position in this matter. On 10/08/2016 Mr. [redacted] brought his 2013 Ford Fusion, vin# [redacted], into our service department at Jordan Ford. He had a wrench light on which indicated that his vehicle with 70,223 miles on it was due a service. Upon the completion of our Ford process to perform a complimentary multi-point inspection we recommended the following services needed based on time and mileage: · A “Works Package” which included an oil and filter change service and a tire rotation. · A “Major Tune-up Package” which included replacing the spark plugs, changing the engine air filter, a fuel injector clean and flush, and a computer scan and a battery test. We also noted that his front brakes were at 5mm and that his rear brakes were at 2mm, that his tire tread depth was okay and there was no abnormal wear. Mr. [redacted] approved both items for an estimated $395.08. We completed those items and he once again approved the work and amount by paying his invoice at 5:31 pm. During the transaction, there was never any mention of the vehicle violently jerking as stated in his complaint. As a Certified Ford Dealer, we are “required” to have and have all of the Ford Motor Company “required” special tools and diagnostic equipment and had he at any time stated that he had a transmission or other concern we would have asked him to approve a Diagnostic charge of $114.00 until we could determine if the cause of the concern would be covered under his Extended warranty Protection. I do not believe that he was ever told that that “we do not have the equipment to check the codes” nor do I believe he was told “to drive the vehicle back from San Antonio, Texas back to Florida with the issue still unresolved. The attached invoices bear out exactly what I am saying. I do understand Mr. [redacted] frustrations with his vehicle but in no way did Jordan Ford to create those problems nor add to those problems. We simply performed a scheduled service which was totally unrelated to Mr. [redacted] complaint and we do not intend to reimburse him for the worked we performed and he approved. Please feel free to contact me at [redacted] if you have any further questions. Sincerely, [redacted]