Kearny Pearson Ford

We really have no further response to the complaint by the ASFWe wish them well at this time Kind Regards [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowIt has become obvious that Kearny Pearson Ford (KPF) is not willing to accept responsibility for an insufficient repair on their partWe all were, and still are, aware that the supercharger caused the failure in the first placeMy complaint is that the sleeve the repair technician put on to separate the ac and supercharger lines, so they would not rub, fell offWhy is this my fault? I expected that the repair would be done correctlyI had the repair done successfully at [redacted] , who also knew the supercharger was installed and didn’t expect me to make the problem go awayI also noticed some hostility in KPF’s last responseI probably would have done the same thing if I knew I was wrong and didn’t want to accept responsibility to save faceI have been very satisfied with my relationship with KPF until this happenedIf they don’t want to take responsibility for their failure, I will no longer do business with themI will also suggest that my friends and family do likewiseCutting off your nose to spite your face doesn’t appear to have worked for themI would go to small claims court, but I’m sure they would bring on their legal team, and squash the little guyI guess my only option is to give up since KPF is not willing to do the right thing Regards, [redacted]

On 7/1/I received correspondence regarding [redacted] and reached out by telephone at 5:30pm PSTI left her a detailed message that explained what the airborne pollutant referred to as “industrial fallout”, is- and that we would be happy to take care of the concern for her as it only effects the surface of the paint At approx5:40pm PST she returned the call to my direct line at [redacted] We spoke for approx15-min and I explained several times that we would be happy to resolve the concern with her paint for no charge and offered a very detailed explanation as to what is occurring on her carShe contests that she wants something in writing stating that this concern will “not happen again”Since this concern is an atmospheric pollutant- that statement would be and we can not state thatI explained all of these facts to her in different ways in an attempt to make sure that she had a clear understandingAt the end of our conversation she said “I just want my money back for the car”I explained that this was not an option at this time based upon her concern through the dealership, but if she feels strongly that this is a defect in workmanship, that she can refer further inquiry to Ford Motor Company’s Customer Relationship CenterShe has a pending case there with a request for buyback at this time for her concerns with the fallout on the surface of the paint (Case#: [redacted] ) She thanked me and the dealership for our time and effort, but does not want the car anymore and just wants her money backWe ended the phone call pleasantly This concern, like sap or bird droppings or any other surface pollutant to the paint, can be removed and Kearny Pearson Ford has offered to remove this from the surface of the paint for no charge to make sure she is happyThis vehicle was purchase midyear

Hi [redacted] , 1-7-The customer brought car in to have us estimate some scratchesMy estimator told the customer that the scratches were all the way through the paint and the pin-striping which would require those panels to be re-painted and re-pinstripedShe offered to buff the scratches to make them look better for no charge and if the customer still wanted to paint the panels after the buffing was done she could do soThis is a common practice here at our shop that we do as a courtesy for our customersMany times customers come in for minor damage estimates, but after we clean and buff the damaged area for free they opt to just live with the remaining small damages that are leftMs [redacted] was ok with the free buffing at the time we did it but returned the next day to demand we paint those panels for her for free because in her opinion we should have buffed the scratches completely offI explained to her we did that for her as a courtesy with both her and us knowing it would not be perfect and that I would not paint her damaged panelsI offered, again for free, to have my pin-striper re-stripe the one panel that had the scratch right through the pin-striping since we always have leftover striping laying aroundShe said she would think about it and let us knowThat was the last we heard from her I do not feel that we owe the customer anything moreWe made her car look better than it was for freeIt is not reasonable that just because it wasn’t as good as she expected that we should do even more for her for free Respectfully, [redacted] Collision Center Manager [redacted] fax [redacted]

We have chosen to respond to you in this manner, as the party involved was extremely hostile and apparentlyvolatileUpon the last visit, the representative from the "ASF" dropped off the veh1cle and asked to use ourshuttle serviceWhen he was dropped off at his desired destination, he called and left a message threateningour dealership as a result of being placed in the shuttle with our driver and "a black guy who wouldn't talk tohim'' (also a patron of Kearny Pearson Ford) and said that he was "kidnapped" and "how dare we treat amember of the automobile safety foundation this way"He then demanded to have a limousine pick him up,that the vehicle needs to be detailed, have any existing dents/paint damage repaired and that the tank be filledwith fuel before he picks up the carThe message was abrasive, hostile and very concerning.First of all, we do not tolerate racial comments or hateful and threatening language used toward us, ouremployees or other patrons of this establishmentSecond, with the level of hostility, anger and rage in themessage, we felt it necessary to act swiftly in the interest of safety for our employees and patronsWe havethe recording saved here for review if necessaryUpon receiving this message, we immediately called the "foundation" and advised them that we will not beperforming any work on their vehicle and that, for the safety and protection of our staff, they need to collectthe vehicle from our propertyOn 11/12/this customer arrived at the dealership and asked us to replace the ignition lock cylinderWereplaced the cylinder as requested (no diagnosis was performed as this was a request, not a concern)InJanuary- the visit listed above, the customer arrived with the concern that the cylinder sticks, which upon abrief inspection (just prior to the message being received and all work being halted) appeared to need only akey, as the old one was VERY wornAny loss of use was as a direct result of the actions of the "ASF" and their staff in which they chose to leavea threatening and racially discriminatory message with unreasonable demands on one of our staff'svoicemailsThe vehicle is covered under a service part warranty that is good at any Ford or Lincolndealership in the country in the event that the lock cylinder has failed, however, if the key the failed part, thecustomer will need to replace their worn out keyIf there are any concerns that require diagnosis, this wouldbe up to the ''ASF" to decide whether or not they would like to proceedThank you, [redacted] ***, Service Director

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowKEARNY PEARSON FORD I bought a Ford Focus car at your dealership on November 31, The car was brand new, milesIn addition, I bought highly priced packages that KEARNY PEARSON FORD insisted in acquiring, to make my experience more enjoyableJUNE 4th of 2016, I reported orange spots all over my car to the general manager at PEARSON FORDThe results were that they are in an industrial area and debris falls from the skyHe proceeded in saying they could clean it, but it will come backMy job was to clay it every months! I then contacted FORD MOTOR COMPANY and I was placed on the buy back programThat is all I have heard from themThey never returned my callsJULY 1st, I spoke to the services manager at PEARSON FORD, and he indicated that the orange spots are industrial fallout, and that basically it was not their faultHe stated to wait for [redacted] from FORD MOTOR COMPANY to contact me in regards to the BUY BACK PROGRAMHe misled me because [redacted] never called, me, and instead he placed a message on the Revdex.com website, and a few days later my case was closed because the Revdex.com was expecting me to get on to the Revdex.com websiteHe also added that the car needs to be covered at all times or the spots will come back even soonerFUTURE CONCERNS: I am appalled in regards how this case has been dealt withI bought I brand new car, and I expected a problem free car, considering that I am years old and cannot have a car that I need to clay every monthsI do not have a car port to maintain my car covered at all timesI am a mental health case manager and most of the day I spend at work, and I cannot maintain my car coveredI am requesting a refund of my money, so I can acquire another car that will take me basically to and from my workI AM YEARS OLD AND THIS IS CAUSING MANY HEALTH PROBLEMS, PLEASE LOOK INTO THIS!! Regards, [redacted]

Hi ***, This is the ticket that noted their concerns upon deliveryIt has only the concerns, as the vehicle was not inspected/diagnosed as a result of the incident that occurredPlease let me know if you need anything else Thank you, [redacted] Service Director 858-715-(office) 858-576-(fax) Email Me HereVisit our websites here: Kearny Pearson Ford and Kearny Pearson Kia

RE: Complaint by customer *** ***
34, 34); margin: 0px">Dear ***;
Mr*** leased a new vehicle recently from our dealership. Unfortunately the car had an electrical issue that had to be diagnosed. This car has been fully repaired under manufacturer’s warranty and is operating as it should. This dealership cannot exchange new vehicles when cars have issues covered under the manufacturer’s warranty. . The customer was provided a loaner vehicle while the car was being diagnosed
We apologize for the inconvenience that this down time has caused.
Sincerely,
*** ***
General Sales Manager
Kearny Pearson Kia
*** x.***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** Greetings:Mr.***'s response is most absurd, and a decoy of the real issuesFirst let me start by addressing his claims of racial slurs as "black guy"is not any more a racial slur than "Washington Redskins," and the fact that Afro American refer to themselves as black as one their slogans is "black is beautiful." Mr*** is looking for excuses, as he has long hated ASF and the cause of auto safety, as provenby the fact that several years ago, he lied about the same Thunderbird having a dangerous steering column wobble, and denied this defect,until ASF produced a computer Ford "service bulletin" from Precision AutoEven then Mr*** refused to repair the vehicle necessitating ASFto bring in the California Auto Repair Bureau to insist that they do so, exposing Me***'s dishonesty and lack of credibilitySince thenMr*** has harbored animosity toward ASF to the point that he may have arranged that long ride with the hostile passenger, when heshould have offered a free loner after causing ASF loss of work damages having to return three times for this same repair!Furthermore, in regard to Mr***'s claim that the Ford work is guaranteedwhen the vehicle was left overnight the thirdtime KP Ford went into the glove box and took the repair receipt, so now ASF must request that they send a copy of this reciept to ASF BoxLa Jolla, CA Also if they key was the problem, why did they not say that on the first two visits?But what is the real is*** here about KP Ford's malice to a year old non profit auto safety organization? Could it be, that ASF was founded in to address the worst design error in automotive history; the spring loaded steering lock, that:increases auto theftcauses accidentshas no merit whatsoever!and still is standard equipment on most Fords! ASF bought the Thunderbird as it was one of the first Fords to have safeand modern "Immobilizer" technology that has become law in Europe and Canada! The world needs to ask why is Ford still producing most of their vehicles with steering locks?! Mr*** you want to explain this, and your callous disregard for auto safety and malice toward those that are trying to reduce auto theft and save lives? Mr*** how dare you denigrate ASF and auto safetyYou are no doubt an extreme villain!Answer these charge and your backing of steering locks if you dareKP should make a donation to auto safety and ASF to address their defect and the above damages

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaintFor your reference, details of the offer I reviewed appear belowI HAVE QUOTED ***’S EXACT WORDS (GENERAL MANAGER FOR KEARNY PEARSON FORD) ON HIS RESPONSE TO MY COMPLAINT
***: “A good detail will resolve this issueAny buyer can be explained the pre-mentioned.”(REFERRING TO THE RUST/CORROSION ON PAINT)You used the word ‘RESOLVE” in your response***, I spoke to you and your paint specialist personally and you both informed me that it will come backSooner or laterSo your response is neither ACCURATE nor consistent with your statement given in the month of JuneANY paint specialist can confirm my statement in saying that this treatment is not permanently taking away the RUST/CORROSION from the paint
***: “Any buyer…(will understand the RUST/CORROSION on MY CAR) *** you are stating that any buyer would purchase MY CAR after informing them about the RUST/CORROSION on the paint, and the need to CLAY IT every months or soAnd you assume that ANY BUYER would comprehend that the car also needs to go through the CLAY process, which is an ALL DAY treatment, that does not take it away completely, that it will come back whether you have it covered or not4-months and it comes back
If this is the case, you should of INFORMED ME, THE BUYER, about the ENVIRONMENTAL DEBRIS at your location when BUYING A BRAND NEW CAR, I would of NEVER considered buying a car from KEARNY PEARSON FORD
POINT 2:
***: “Trade in on a Wholesale basis for the value of that car.”
Did I buy my car on a WHOLESALE basis….no! Furthermore, I waited several days to acquire MY CAR because the sales associate needed to find the PERFECT CAR for MESo this particular car was HAND PICKED for me, why? There were MANY Focus on the lot, why did PEARSON FORD look for THAT PARTICULAR CAR?????
MAKES ME ASSUME THAT KEARNY PEARSON FORD ALREADY KNEW IT HAD PAINT ISSUES AND NEVER ASSUMED I WOULD FIND OUT DUE TO MY AGE AND BEING A WOMAN***: “We will NOT COMPLETELY REFUND the PURCHASE OF THE VEHICLE as all sales are final”
Your statement is too vague and weak to be taken seriouslyI strongly believe I should receive WHAT I EXPECTED TO ACQUIRE IN EXCHANGE FOR MY MONEY……A BRAND NEW CAR, O MILES, NO PAINT ISSUES
***, if you are talking about a few hundred dollars difference, I am willing to listen to your proposalMY FINANCIAL SITUATION DOES NOT ALLOW ME TO PURCHASE ANOTHER CAREVERYTHING THAT I had went to the PURCHASE OF THE FORD FOCUS I turned in my old car that was still drivable and in good condition as wellI have nothing leftPlease reconsider your offer or assist me in being part of FORD MOTOR COMPANY’s buy back program
Regards,
*** ***

I have already reached out to the customer to let her know.I wanted to let you know that we have refunded the
customer on case *** for the full amount that she paid

Ms***,
We have resolved this concern with Mrs*** via a Refund on her credit cardWe actually had this in
motion prior to her complaint filing
Have a great day
Thank you,
*** ***
Service Director
*** (office)
858-576-2297 (fax)
***@kpford.com
***@kearnypearsonkia.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowYou did not address the issue of selling the FORD FOCUS in the futureWhat would I say to people that are interested in buying my car that has orange spots, rust, environmental pollution, as you call it?
If there is absolutely no problem with the paint, then will you take it as a TRADE IN ASAP?
Regards,
*** ***

Ms. [redacted]:
 
arial, sans-serif;">I have read the complaint, but the complaint does not match what the customer paid, or what the customer was quoted. The customer paid $120.00 for the removal of 1 broken spark plug, replacement of 1 coil (unrelated) AND reprogramming the computer in the vehicle and road testing the vehicle following the repairs. There was a part on the line (again, unrelated), which was the coil, and it was $83.64 + tax.
 
                I am not sure where the miscommunication was, and if it was our fault- we certainly apologize. The end result, however, was not the same as the misunderstanding. It was far less, and is very reasonable for this concern. All of this is clearly stated on line “G” of repair order [redacted] which was presented to and signed by the customer upon pick-up.                 I am not sure if Mrs. [redacted] has read through the paperwork or not, or was under the misunderstanding that she ended up paying more than she actually did. But, if there is a question, I am happy to reach out to explain.
 
Please let me know, and I have attached a copy of the paperwork for your review. Thank you,
 
[redacted] (office)
[redacted] (fax)
Email Me [redacted].
Visit our websites here: Kearny Pearson Ford and Kearny Pearson Kia .

We have chosen to respond to you in this manner, as the party involved was extremely hostile and apparentlyvolatile. Upon the last visit, the representative from the "ASF" dropped off the veh1cle and asked to use ourshuttle service. When he was dropped off at his desired destination, he...

called and left a message threateningour dealership as a result of being placed in the shuttle with our driver and "a black guy who wouldn't talk tohim'' (also a patron of Kearny Pearson Ford) and said that he was "kidnapped" and "how dare we treat amember of the automobile safety foundation this way". He then demanded to have a limousine pick him up,that the vehicle needs to be detailed, have any existing dents/paint damage repaired and that the tank be filledwith fuel before he picks up the car. The message was abrasive, hostile and very concerning.First of all, we do not tolerate racial comments or hateful and threatening language used toward us, ouremployees or other patrons of this establishment. Second, with the level of hostility, anger and rage in themessage, we felt it necessary to act swiftly in the interest of safety for our employees and patrons. We havethe recording saved here for review if necessary.
Upon receiving this message, we immediately called the "foundation" and advised them that we will not beperforming any work on their vehicle and that, for the safety and protection of our staff, they need to collectthe vehicle from our property.
On 11/12/2014 this customer arrived at the dealership and asked us to replace the ignition lock cylinder. Wereplaced the cylinder as requested (no diagnosis was performed as this was a request, not a concern). InJanuary- the visit listed above, the customer arrived with the concern that the cylinder sticks, which upon abrief inspection (just prior to the message being received and all work being halted) appeared to need only akey, as the old one was VERY worn.
Any loss of use was as a direct result of the actions of the "ASF" and their staff in which they chose to leavea threatening and racially discriminatory message with unreasonable demands on one of our staff'svoicemails. The vehicle is covered under a service part warranty that is good at any Ford or Lincolndealership in the country in the event that the lock cylinder has failed, however, if the key the failed part, thecustomer will need to replace their worn out key. If there are any concerns that require diagnosis, this wouldbe up to the ''ASF" to decide whether or not they would like to proceed.
Thank you,[redacted], Service Director

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It has become obvious that Kearny Pearson
Ford (KPF) is not willing to accept responsibility for an insufficient repair
on their part. We all were, and still are, aware that the supercharger caused
the failure in the first place. My complaint is that the sleeve the
repair technician put on to separate the ac and supercharger lines, so they
would not rub, fell off. Why is this my fault? I expected that the repair would
be done correctly. I had the repair done successfully at [redacted], who
also knew the supercharger was installed and didn’t expect me to make the
problem go away. I also noticed some hostility in KPF’s last response. I
probably would have done the same thing if I knew I was wrong and didn’t want
to accept responsibility to save face. I have been very satisfied with my
relationship with KPF until this happened. If they don’t want to take
responsibility for their failure, I will no longer do business with them. I
will also suggest that my friends and family do likewise. Cutting off your nose
to spite your face doesn’t appear to have worked for them. I would go to small
claims court, but I’m sure they would bring on their legal team, and squash the
little guy. I guess my only option is to give up since KPF is not willing to do the right thing..
Regards,
[redacted]

Hi [redacted],
 
font-family: arial, sans-serif;">1-7-2016 The customer brought car in to have us estimate some scratches. My estimator told the customer that the scratches were all the way through the paint and the pin-striping which would require those panels to be re-painted and re-pinstriped. She offered to buff the scratches to make them look better for no charge  and if the customer still wanted to paint the panels after the buffing was done she could do so. This is a common practice here at our shop that we do as a courtesy for our customers. Many times customers come in for minor damage estimates, but after we clean and buff the damaged area for free they opt to just live with the remaining small damages that are left. Ms. [redacted] was ok with the free buffing at the time we did it but returned the next day to demand we paint those panels for her for free because in her opinion we should have buffed the scratches completely off. I explained to her we did that for her as a courtesy with both her and us  knowing it would not be perfect and that I would not paint her damaged panels. I offered, again for free, to have my pin-striper re-stripe the one panel that had the scratch right through the pin-striping since we always have leftover striping laying around. She said she would think about it and let us know. That was the last we heard from her.
 
I do not feel that we owe the customer anything more. We made her car look better than it was for free. It is not reasonable that just because it wasn’t as good as she expected that we should do even more for her for free.
 
Respectfully,
 
 
 
[redacted]
Collision Center Manager
[redacted] fax
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
Regards,
[redacted] Hello,The main issue of the faulty repair that was paid in full for, was never resolved by dealerso they stole money from an auto safety NPO, left us with a hazardous defect,  and caused usmany loss of work hours. I guess this indicates Ford's concern for auto safety!

Hi [redacted], This is the ticket that noted their concerns upon delivery. It has only the concerns, as the vehicle was not inspected/diagnosed as a result of the incident that occurred.
Please let me know if you need anything else.
 
Thank you,
 
[redacted]
Service Director
858-715-3467 (office)
858-576-2297 (fax)
Email Me Here.
Visit our websites here: Kearny Pearson Ford and Kearny Pearson Kia .

1.        As stated earlier, Paint Fallout is common in major metropolitan cities including San Diego.    A good detail will resolve this issue.  Any buyer can be explained the pre-mentioned.
2.       Yes we will take your car in trade.  As with any trade the value would be assessed on a wholesale basis for the value of that car.  We will not completely refund the purchase of the vehicle as all sales are final.
 
 
[redacted]
General Sales Manager
Kearny Pearson Ford & Kia
[redacted]  x.[redacted] cell