Kearny Pearson Ford

Mrs. [redacted],
Like we sent over in the original response, the customer was made aware of and we “blamed” the AFTERMARKET supercharger when he first brought the vehicle in for repair a year ago. He was made aware of this then, he obviously did not make a change to the system causing the failure, and as a result, the system failed again.
                Mr. [redacted] was made aware of the problem with his vehicle a year ago, and had ample time to repair the root cause of the problem (which was explained to him a year ago).
                The warranty covers failure of a component due to material defect, this was not the case. The customer is requesting that we pay for something that had nothing to do with the part or the workmanship at Kearny Pearson Ford, and we are declining this request.
Thank you,
[redacted] (office)
[redacted] (fax)
Email Me [redacted].
Visit our websites [redacted]: [redacted] and [redacted] .

Mrs. [redacted],
On 10/17/14 Mr....

[redacted] came into Kearny Pearson Ford and paid for a repair to be performed on his modified Mustang. It has an aftermarket super-charger that has lines running places that it should not. This resulted in an aftermarket cooler line rubbing through a factory air conditioning line.  This was made very clear to Mr. [redacted] when he came in then, and we noted the cause on the paperwork. When he returned this year, the same concern was present. The warranty does not cover physical damage to any component, as that would not be a failure of the part- it would bedamage to the part. We explained this during both visits and apologized as we have no way to submit a broken part back to Ford Motor Company and label it as “defective”.               
Thank you,
 
[redacted] (office)
[redacted] (fax)
Email Me [redacted].
Visit our websites [redacted] and [redacted] .

Regarding your letter dated August 9, 2016.
 
Ms. [redacted] purchased three optional products on the day she purchased her vehicle.
 
-          Extended Service Contract
-          GAP Insurance
-          Vehicle Security System
 
The Extended Service Contract is to essentially extend the mechanical breakdown coverage on the car from the basic manufacturer’s warranty.  The new Ford warranty is for 36 months or 36,000 miles whichever occurs first.  This extends the coverage to 72 months or 72,000 miles.  This is underwritten by Fidelity and is good throughout the United States.  We would be happy to provide more details upon request.
 
The GAP insurance is to protect customer in the event that their vehicle is stolen or totaled and not recovered during an accident.  GAP insurance pays the difference between the cars value and the amount owed on the vehicle in these types of incidents.  For example; some time goes by say two years…If the loan balance is $13,000 dollars and the Insurance company deems the value of the car to only be $9,000 then the difference is paid by the GAP insurance policy.
 
Both the Extended Service Contract and the GAP insurance are cancellable items and Ms. [redacted] can cancel them at any time.  She would be refunded a pro-rated amount on the policies.  Any refund would be forwarded to the lienholder who is financing the car.
 
The Vehicle Security system is obviously an alarm to protect the vehicle from theft.  Alarms are not refundable or cancellable after purchase.
 
Please feel free to contact me with any questions [redacted].
 
 
Sincerely,
 
[redacted]
General Sales Manager
Kearny Pearson Ford & Kia
[redacted]  x.[redacted] cell

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

On 7/1/2016 I received correspondence regarding [redacted] and reached out by telephone at 
border-bottom-style: dashed; border-bottom-color: rgb(204, 204, 204);">5:30pm PST. I 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 approx. 5:40pm PST she returned the call to my direct line at [redacted]. We spoke for approx. 15-20 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 car. She 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 false and we can not state that. I explained all of these facts to her in different ways in an attempt to make sure that she had a clear understanding. At 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 Center. She 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 back. We 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 happy. This vehicle was purchase midyear 2015.

While purchasing my new vehicle from this dealership, my experience wasn’t the best, not bad by any means but not as friendly as one would think at first. My mother was in town visiting and came with me while I made my purchase. The sales man was your run of the mil sales person. Friendly and of course a little pushy to make sale. The issue came when I went to the back office with the “Finance Manager”. I had already had the check sent to the dealership from my bank, so he was not able to get me to finance through them or sell me on any of their products. Just to be nice I sat there and let him go through everything just in case I changed my mind, which I didn’t. One of the topics he touched on as far as my bank and check wasn’t explained clearly and before I can ask my mother asked a question for clarification to which this Finance Manger “[redacted]” replied very rudely and sarcastically, “That’s what I am trying to explain to you honey”. This type of response was rude, demeaning and uncalled for. I was about to walk out of the entire deal, but I didn’t. after that incident the Finance Manger was still very rude up to the point when we walked out to get my keys. While I enjoy my new car and the overall experience as not bad, due to this Finance Manger blatant disrespect I will never go back to this dealership or recommend it to anyone. If you do go and purchase a vehicle from this dealership and you meet [redacted], ask for someone else.

We have had contact with this customer and came to a mutual agreement after he filed the complaint and before we received notice.
font-family: arial, sans-serif;">The customer did knowingly purchase and take delivery of an All Wheel Drive Sorento without Navigation.
However in the interest of customer service and in agreement with Mr. [redacted] we have agreed to refund
him a cash amount more than his first payment.
 
Please feel free to contact me at any time [redacted] cell…
 
[redacted]
General Sales Manager
Kearny Pearson Ford & Kia
858.560.5544  x.[redacted] cell

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.My complaint is regarding the fact that the "repair" was done incorrectly the first time. I realize that the supercharger line caused the problem the first time, but I would have expected that it would have been repaired correctly, and that I should not have to pay to have the same thing repaired a second time. I also realize that the part was not defective, but the labor was. The improper "repair" caused the part to fail. It was the negligence of the repair technician that caused the failure, so why should I have to pay to have it repaired correctly?
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 below.
KEARNY PEARSON FORD
I bought a Ford Focus 2015 car at your dealership on November 31, 2015. The car was brand new, 0 miles. In addition, I bought 3 highly priced packages that KEARNY PEARSON FORD insisted in acquiring, to make my experience more enjoyable. JUNE 4th of 2016, I reported orange spots all over my car to the general manager at PEARSON FORD. The results were that they are in an industrial area and debris falls from the sky. He proceeded in saying they could clean it, but it will come back. My job was to clay it every 4 months!
I then contacted FORD MOTOR COMPANY and I was placed on the buy back program. That is all I have heard from them. They never returned my calls.
JULY 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 fault. He stated to wait for [redacted] from FORD MOTOR COMPANY to contact me in regards to the BUY BACK PROGRAM. He 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 website. He also added that the car needs to be covered at all times or the spots will come back even sooner.
FUTURE CONCERNS: I am appalled in regards how this case has been dealt with. I bought I brand new car, and I expected a problem free car, considering that I am 63 years old and cannot have a car that I need to clay every 4 months. I do not have a car port to maintain my car covered at all times. I am a mental health case manager and most of the day I spend at work, and I cannot maintain my car covered.
I am requesting a refund of my money, so I can acquire another car that will take me basically to and from my work. I AM 63 YEARS OLD AND THIS IS CAUSING MANY HEALTH PROBLEMS, PLEASE LOOK INTO THIS!!
Regards,
[redacted]

Review: On the day of 1/07/2016 I went to [redacted] dealership, to get an estimate on a couple of small scratches on my new car [redacted]. [redacted] recommended me to go to [redacted]. I went to the repair shop, to get estimate, a woman named [redacted] helped me, She said the shop would do it free of charge since the Scratches were really small. She grabbed the keys and drove inside the shop to have small scratches repaired. When they came out with the car, the damage was worse then when I brought it in, so I asked them to please fix it, they said ok, but wanted to charge me 150-200 dollars for the damage they did. I tried to reason with them, but they insisted that they can't do job for free, even though it's their fault. I asked to talk to the manager, his name was [redacted], the car needed a plastic piece according to him. Unfortunately the car had to be delivered to [redacted], for my daughter.Desired Settlement: I would like that this company either Repair or pays for damages they did to fix the car. Since the Car is in [redacted], [redacted]. If there is a shop affliated in [redacted] I would like them to repair it in that city. Thank You

Business

Response:

Hi [redacted], 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]

Consumer

Response:

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.

Regards,

Review: ASF is a non profit organization that helps improve auto safety and driving practices.

The ASF 2002 Thunderbird ignition switch malfunctions periodically, where it

will lock and is cease up. This condition can strand the vehicle, as well

as pose safety concerns.

The car was brought to Kearny Pierson Ford three time about this. On the

second visit it was left overnight and dealer charged in excess of $200

for repair that they do not do, as it locked again a few days later

and continues to do this. We were instructed to bring it in again

and then they said they needed it overnight. We complained about

loss of work damages, and the fact that they should have fixed it

right on the last overnight visit. Due to loss of work

damages ASF also requested that they pay for a rental or provide a

loaner, but they refused to do this, indicating that o our rep must

ride in a shuttle with two strangers that instead of taking him right back

to work, took him on a long ride, that was alarming to the point of upsetting his

PTSD condition. Our complaint about this incident was used by the dealer

as an excuse to decline further business. So instead of fixing

the vehicle the third time they wasted two more of our

work days, while alarming someone with a disability, and never

fixing the defect that they should have fixed the first day!

The last year has witnessed major ignition recalls, that should include

the 2002 Ford Thunderbird.Desired Settlement: Total refund of charges plus $500-$1000 loss of work damages.

Business

Response:

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

Consumer

Response:

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.

Regards,

Greetings:Mr.[redacted]'s response is most absurd, and a decoy of the real issues. First 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. [redacted] 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 Auto. Even then Mr. [redacted] refused to repair the vehicle necessitating ASFto bring in the California Auto Repair Bureau to insist that they do so, exposing Me. [redacted]'s dishonesty and lack of credibility. Since thenMr. [redacted] 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. [redacted]'s claim that the Ford work is guaranteed... when 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 Box12183 La Jolla, CA 92039. Also if they key was the problem, why did they not say that on the first two visits?But what is the real is[redacted] here about KP Ford's malice to a 26 year old non profit auto safety organization? Could it be, that ASF was founded in 1988 to address the worst design error in automotive history; the spring loaded steering lock, that:1. increases auto theft2. causes accidents3. has 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. [redacted] 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. [redacted] how dare you denigrate ASF and auto safety. You are no doubt an extreme villain!Answer these charge and your backing of steering locks if you dare. KP should make a donation to auto safety and ASF to address their defect and the above damages.

Business

Response:

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

Consumer

Response:

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,

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!

Business

Response:

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 Director858-715-3467 (office)858-576-2297 (fax)Email Me Here.Visit our websites here: Kearny Pearson Ford and Kearny Pearson Kia .

Review: The last time I took my car in for the 4th time for an ac problem, I was charged to diagnose a problem with a repair that they had done previously. Following the diagnosis, I was told that I would have to pay over $600 to fix the previous repair. Not only did they not honor the repair warranty, they tried to blame it on the fact that the car has an after market supercharger, which it had when they did the repair the first time. I took the car to [redacted], and they did the job right. I emailed my concern to Kearny Pearson Ford management, and never got a response.Desired Settlement: Refund of diagnosis cost, and payment to me to cover the cost of the repair done at [redacted] in San Diego.

Business

Response:

Mrs. [redacted],On 10/17/14 Mr. [redacted] came into Kearny Pearson Ford and paid for a repair to be performed on his modified Mustang. It has an aftermarket super-charger that has lines running places that it should not. This resulted in an aftermarket cooler line rubbing through a factory air conditioning line. This was made very clear to Mr. [redacted] when he came in then, and we noted the cause on the paperwork. When he returned this year, the same concern was present. The warranty does not cover physical damage to any component, as that would not be a failure of the part- it would bedamage to the part. We explained this during both visits and apologized as we have no way to submit a broken part back to Ford Motor Company and label it as “defective”. Thank you, [redacted] (office)[redacted] (fax)Email Me [redacted].Visit our websites [redacted]: [redacted] and [redacted] .

Consumer

Response:

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.

My complaint is regarding the fact that the "repair" was done incorrectly the first time. I realize that the supercharger line caused the problem the first time, but I would have expected that it would have been repaired correctly, and that I should not have to pay to have the same thing repaired a second time. I also realize that the part was not defective, but the labor was. The improper "repair" caused the part to fail. It was the negligence of the repair technician that caused the failure, so why should I have to pay to have it repaired correctly?

Regards,

Business

Response:

Mrs. [redacted],Like we sent over in the original response, the customer was made aware of and we “blamed” the AFTERMARKET supercharger when he first brought the vehicle in for repair a year ago. He was made aware of this then, he obviously did not make a change to the system causing the failure, and as a result, the system failed again. Mr. [redacted] was made aware of the problem with his vehicle a year ago, and had ample time to repair the root cause of the problem (which was explained to him a year ago). The warranty covers failure of a component due to material defect, this was not the case. The customer is requesting that we pay for something that had nothing to do with the part or the workmanship at Kearny Pearson Ford, and we are declining this request.Thank you,[redacted] (office)[redacted] (fax)Email Me [redacted].Visit our websites [redacted]: [redacted] and [redacted] .

Review: I took my truck in to have the 8 spark plugs replaced. I originally had the truck diagnosed at Mossy Ford in Pacific Beach, but decided not to have the work done there. Upon receiving a recommendation for Kearny Pearson Ford, I took it there. The spark plug placement and design on my make and model is known to be poorly designed and difficult to maintain/replace. I was aware that doing the work myself put me at risk of breaking off a spark plug and consequently requiring extraction (more difficult and timely). So, I decided to pay an exorbitant amount to have the professionals at Ford do the work. I even confirmed with them that they use the well known practice of taking the plugs out of a warm engine (not a cold one) and soaking them before attempting to take them out. They claimed that they would use this method.

However, I got a call several hours later to inform me that they broke off one plug upon removal and that it would cost me another 2-3 hours of labor (approximately $300) for the extraction. I asked how it would possibly take that long when it only takes a few minutes with the correct tool according to other experts. The technician was unable to give a straight forward answer. I honestly mean no disrespect, but I am skeptical about whether or not a plug actually broke or whether it broke because it was mishandled. There is no way to tell, I am just supposed to trust the people selling there repair services at $150/hour. I know that it does not take 2-3 hours to extract a broken plug. I asked for the broken plug in addition to all the other unbroken plugs. The technician said ok. When I got there to pick up my truck, he said the mechanics had already thrown away all seven of the intact plugs, and was only able to produce a broken plug.Desired Settlement: I don't feel like it is ethical to charge the customer for a combination of poor design, low quality parts, and/or poor workmanship resulting in an exorbitant initial fee to replace spark plugs, AND THEN break one and charge the customer more. Breaking a plug, when there is a well know method for not breaking the plugs, and charging the customer is not good business at best, and totally unethical at worst.

Business

Response:

Ms. [redacted]: 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 .

Review: On 9/6/14, I took my car in to have it looked at as I was having difficulty with my battery and radio system. At the time, I reported to the receptionist that I was having to take my car in 1-3 times per week over the past three weeks to auto zone to have my battery recharged. I informed the receptionist that I suspected that it was electrical or my alternator. When I took my car in, I was told that I would have to pay $120 just to have it looked at. When the representative [redacted] called me to tell me that my car was ready, later that afternoon, he explained that the problem was with my aftermarket auxiliary and nothing else. I thought this was odd because I have had the aftermarket auxiliary input system since I had the car in 2007. However, I believed their judgment as they are supposed to be the experts. [redacted] explained to me that Ford removed the auxiliary system (about $250 worth between the equipment and installation), because they believed that to be the problem. I threw away the equipment believing that they were the experts. On 9/17/14, my car battery died on me again. I contacted a local electrician who specializes on electrical issues with cars and took my car in. I was informed that the problem had been with my alternator. The electrician that helped me with my car informed me that there is no way that my aftermarket auxiliary was the problem at all and that Ford should have been able to see that the problem was my alternator. I had to repurchase my aftermarket auxiliary system and took it back to Best Buy to have it reinstalled. On 9/24/14, I went to Ford to request a refund for the $120 because my car was not properly fixed. I was told I would receive a refund check in the mail on in 5-10 business days. I never received a refund check. On, 10/13/14 I contacted Ford and spoke with [redacted] on the phone about not having received my check yet. He informed me it was "mailed and cashed". I told him it was fraud because I never received it and still have not.Desired Settlement: I was told by [redacted] that he would contact me about my check once he spoke to his supervisor about my "cashed check," but I never heard back from him. I would like a full refund for $120 via credit card and not check because I felt I was being accused of lying about having received the check and having cashed it. I can produce bank statements proving I never received nor cashed the check. In addition, I noticed that [redacted] had an incorrect mailing address on file for me, so I had to give him my correct mailing address to send the check to. If I do not receive a refund from Ford soon I will be taking them to small claims court.

Business

Response:

Ms. [redacted],

We have resolved this concern with Mrs. [redacted] via a Refund on her credit card. We actually had this in motion prior to her complaint filing.

Have a great day.

Thank you,

Service Director

[redacted] (office)

858-576-2297 (fax)

[redacted]@kpford.com

[redacted]@kearnypearsonkia.com

While purchasing my new vehicle from this dealership, my experience wasn’t the best, not bad by any means but not as friendly as one would think at first. My mother was in town visiting and came with me while I made my purchase. The sales man was your run of the mil sales person. Friendly and of course a little pushy to make sale. The issue came when I went to the back office with the “Finance Manager”. I had already had the check sent to the dealership from my bank, so he was not able to get me to finance through them or sell me on any of their products. Just to be nice I sat there and let him go through everything just in case I changed my mind, which I didn’t. One of the topics he touched on as far as my bank and check wasn’t explained clearly and before I can ask my mother asked a question for clarification to which this Finance Manger “[redacted]” replied very rudely and sarcastically, “That’s what I am trying to explain to you honey”. This type of response was rude, demeaning and uncalled for. I was about to walk out of the entire deal, but I didn’t. after that incident the Finance Manger was still very rude up to the point when we walked out to get my keys. While I enjoy my new car and the overall experience as not bad, due to this Finance Manger blatant disrespect I will never go back to this dealership or recommend it to anyone. If you do go and purchase a vehicle from this dealership and you meet [redacted], ask for someone else.

Review: I initially had no problems with my Ford Explorer until the updates were completed. Then I began having problems with the APIM, dropped calls, system shutting down and rebooting etc.,. The APIM was eventually replaced. I then smelled gas in my car and the gas tank was replaced however it was installed incorrectly which caused me to break down on a busy road the next day after bringing it home.

I filed for a lemon law and was not notified in a timely matter. According to Ford it would be 10 business days if not a lemon and 14 business days if it was. I had to contact Ford several times to inquire as to the status of the claim. When I finally received the claim I brought it into the dealership who wasn't contacted or notified by Ford about the claim and they then had to contact the main office to get the paperwork. I did provide them with copies of what I had. I was informed by Mr. [redacted] that "don’t take this the wrong way or anything but we don’t get paid to help with lemon law cars.” I was so upset by that comment. To date I am still driving around in the car. I have had to pay the registration on the car and took it in for an oil change on 07/16/13 and after arriving home noticed that the cover for the air pressure on one of my tires was missing. It appears that the technicians at Ford continue to rush through their work and the quality of their work is poor.

Please see the timeline listed below for additional detailed information.

Ford Timeline

• 07/12/12—purchased 2013 Ford Explorer

• 07/18/12—returned to obtain card for navigation system

• 10/31/12—oil change Service Advisor [redacted].

• 01/2013—received a letter from Ford indicating that Ford was providing additional coverage under the Customer Satisfaction Program (Program number 12M02) for the Explorer. Warranty was extended for 5 years from the warranty start date for the Interface Module.

• 02/23/13—oil change and informed SYNC needs to be updated given rebate, mailed in

• 03/09/13—received e-mail from Ford rebate that they were unable to process my request for the rebate

• 03/04/13—returned to have SYNC updated

• 03/18/13—scanned and sent e-mail along with receipt from oil change to Program Headquarters as requested in the e-mail

• 04/03/13—returned due to calls being dropped since updated and temperature fluctuates on it’s own—told system would be rebooted to try and fix problem as it may not have gone through all the way—problems not resolved. Service Advisor [redacted] ###-###-####.

• 04/10/13—Called and informed [redacted] problem continued. Calls were dropped and the screen goes blank for 10-15 seconds intermittently. He ordered a new APIM (interface/sync).

• 04/18/13—returned to have APIM installed. Calls dropped the next few days. Called and spoke with [redacted] and was informed that it may be due to the area I was in. Informed him that I primarily go in the same area and this problem did not exist prior. He stated it may be the satellite issue. Directed me to pay attention to where I am and when it is occurring. Bring it back in if the problem continues.

• 05/02/13—returned to Ford for smelling gas fumes inside and outside of my car. Upon arrival [redacted] informed me that he could also smell the fumes. Took the car in and replaced the fuel tank. Informed [redacted] that I had also had problems with the car giving me different mileage when the car would be full ie if I filled it up at 30 miles left until empty the gage would then say I had 243 miles until empty yet when I would fill up the tank at 15 miles it would say I had 343 miles. [redacted] said he believed this would be fixed when the gas tank was replaced.

• 05/02/13—11:45am filed claim with [redacted] and was informed that records would be obtained from the dealership. I was also informed that a decision would be made in 10-14 business days. Informed [redacted] that [redacted] said he could be point of contact at dealership to handle this issue. I was informed 10 days means it does not qualify and 14 days means it will and a letter explaining how I can return the car or receive a refund. Called [redacted] to provide him with claim number.

o Claim # [redacted] • 05/03/13—after taking my children to school was driving on Pomerado Road when the car would no longer accelerate. I was at a stoplight and put the brakes on to stop the car. I turned the car off and it would not start. All the lights came on the inside of the car and the check engine light came on. I called for someone to help me get out of the middle of the road. I called Kearny Pearson Ford and requested to speak with a Manager. I was referred to and spoke with Service Manager [redacted] ###-###-####. He told me I could call Road Side Assistance as I had the coverage on my car. I asked him to call because I was stuck in the middle of a busy street and was concerned for my safety. I gave him my location and he said he would call. I told him I needed a rental car as this was unacceptable to have this problem after I just picked up the car the day prior. He said he would make arrangements. The car was towed in and I was given a Dodge Durango. I informed [redacted] that I wanted to file a claim as I believed the car was a lemon. He directed me to call Ford Customer Relations ###-###-####. I returned home and filed a claim. I informed [redacted] that I did not feel safe of comfortable driving the car. He stated that one the problem was fixed the car would be given back to me and they could not do anything further until they received something from Ford with a decision indicating they were declaring the car a lemon. I informed him that I believed they should be liable as they were the ones who worked on the car and should anything happen to myself or my family due to problems stemming from this car he can expect a lawsuit.

• 05/05/13—went to dealership to get something from my car and was informed by [redacted] that I could take the car home as it was ready. He indicated that he drove the car after the technicians looked at it again and it hasn’t had any problems. When asked what happened to the car he said it ran out of gas. The problem was the tech working on it installed the gas tank incorrectly. He explained that the gas tank is shaped like a saddle and one side was not all the way in therefore the gas tank read that I had half a tank of gas and I didn’t. Took car home.

• 05/22/13—filled up tank with 30 miles left and it said 242 miles until empty. I drove it home and in the middle of my drive the mileage until empty switched to 322 then began counting down. Breaks squeaky.

• 05/24/13—had not received anything from Ford so I called the Ford Customer Relations line to inquire as to the status of my claim. I was informed that it should be coming any day and if I did not receive anything by Tuesday 05/28/13 then to call back. Monday 05/27/13 was a holiday.

• 05/26/13—gas tank had 50 miles left, filled it up and it said 333 miles left

• 05/30/13—called Ford Customer Relations and spoke with [redacted] who informed me that she elevated the issue to her supervisor [redacted]. She stated that someone from the Re-acquired Program would be calling me by the close of business on 05/31/13. I asked her for the name and phone number to that department. She informed me she could not provide that to me as they didn’t have one to give the public. I asked her for the name of the phone number for herself or her supervisor so I could follow up if I didn’t hear back from anyone. I was informed she could not provide me with that information and anyone can help me when I call back. I asked her what the hours of operation were for the Re-acquired program was and she did not know. I asked her if she could provide me with the name of the person I spoke with on 05/24/13 as I had not written down their name and she informed me there was no record of me calling on that date. I confirmed with her that the calls were recorded and asked that she or her supervisor go back and review the calls from that day and get that information and update my account. She informed me she could not do that. She then put me on hold and informed me that she could call me on 05/31/13 to inform me the name of the contact person who would be following up with me from the Re-acquired Program. At that time I also filed a claim against Kearny Pearson Ford for the mistake the tech made on my Explorer when installing the gas tank. I requested compensation for their mistake. She said this information will be forwarded to the dealership and I can follow up with them regarding any compensation.

o Case # [redacted] • 05/30/13—called Kearny Pearson Ford and left a message for [redacted] requesting all documentation on my car as I was not provided all records upon all pick ups of my vehicle. I picked up the records that day.

• 05/31/13—received a message from [redacted] stating she was calling to let me know she still hadn’t heard from anyone but she would call me back again when she had more information.

• 06/03/13—received a call from [redacted] stating that I should receive a response from the Re-acquired department via mail or phone by the end of this week (06/07/13 Friday). She did not provide me with any contact information for anyone from that department. Gas tank symbol on left hand side of car frozen, unable to change view.

• 06/03/2013—an article was issued about 2013 Ford Explorer recalls due to “potential leaky fuel tanks”

• 06/04/13—brakes squeaking intermittently

• 06/06/13—filled tank and it says 327 miles counts down as normal

• 06/10/13—called Ford Customer Service and spoke with [redacted]. Asked if [redacted] was available. She informed me she could try and reach out to [redacted] but ultimately looked at my claim. Informed her I was told I would be contacted by Ford no later than close of business on 06/07/10 and I had not heard anything. She apologized and said she would elevate it in writing to her supervisor [redacted].

• 06/10/13—returned home at 3pm and Fed Ex package with letter inside was at my front door. Contacted [redacted] and informed him about the letter and asked that he begin to look for a new car for me same as what I have except with dark interior.

• 06/11/13—spoke with [redacted] about letter and he informed me I needed to speak with [redacted], the Finance Director ###-###-####. I called and left a message for [redacted]. [redacted] called me back while in [redacted]’s office and asked me to fax him the documentation I received from Ford as he had not received any paperwork from Ford. I dropped the paperwork of in person. [redacted] took a copy and a copy of the Fed Ex envelope because there was no contact person listed on the form. He informed me that he would be going on vacation beginning 06/13/13 but would get the process started by calling the main headquarters in Detroit to see who the contact person needs to be. I provided him with the claim number as well. [redacted], also a Finance Manager, ###-###-#### sat in the meeting. [redacted] informed me that [redacted] would likely be following up on the claim as he was going on vacation however he [[redacted]] would call me by noon on 06/12/13 with an update. I explained the above concerns and told him that I would like to discuss compensation for the difficulties I’ve had with the car and that should be included in the mileage consideration etc. He stated that he didn’t handle those concerns. I let him know we could address it at a later time when we discussed the financial buy back details as I felt it applied to the situation. I informed him that this vehicle was my only means of transportation and although I understand this process is not quick he needs to consider the mileage being put on my car at this time especially since it has been determined to be unsafe. Mileage leaving Ford 14,847.

• 06/12/13—received a call from [redacted]. He provided me the phone number for [redacted] ###-###-#### X [redacted]. Called [redacted] who provided me with the following fax # ###-###-####. She told me I could fax the form to her and once it was received they would open the case. She said in the meantime the dealership could begin looking for a replacement car for me. She indicated that CA requires the owner to pay for mileage and tax and license on the car but that can be paid directly to the dealership and no changes to the loan will be made with the exception of the VIN number. Then I would contact my car insurance and change the VIN number with them as well. This is called a substitution of collateral. This process can take up to 30 days but can be done sooner if we locate the replacement car sooner. Once the case has been opened they will be in contact with [redacted] to go over numbers and when everything is something I am comfortable with they will move forward. I called [redacted] back and let him know that I spoke with [redacted] and will be faxing the paperwork today. I informed [redacted] to begin looking for a replacement car exactly as the one I have but with dark interior or a black on black car. He said he would get started. [redacted] is aware that [redacted] will begin looking for a car. Faxed paperwork to [redacted] in at 10:37am on 06/12/13. Left a message requesting a call back confirming it was received.

• 06/17/13—I was contacted by [redacted], Dispute Resolution Specialist ###-###-#### X [redacted]. She informed me that she was handling the case and to contact [redacted] to further assist me with locating the car. I replied and informed her [redacted] was out on vacation and [redacted] was assisting in his absence. I informed her that [redacted] stated he had no paperwork from Ford and asked if she had sent the paperwork. I also asked if [redacted] could call her with questions. She replied indicating she had sent the paperwork and [redacted] could call her with questions. I took a picture of the sticker on my car and texted it to [redacted] so that he would know exactly what was on my car to order the same one. I also provided him with [redacted]’s contact information and asked him to provide it to [redacted] so he could follow up as needed with any questions.

• 06/18/13—[redacted] requested I send her a copy of the original signed contract. I took pictures of the contract with my phone and e-mailed it to her. She confirmed receipt and said she submitted my case for a worksheet and would be in contact with me when she had more information.

• 06/19/13—I e-mailed [redacted] and asked if my interest rate could be lowered on the car. She said I would have to ask [redacted] One. I informed her that my registration was due and asked if I should pay it or wait. She did not respond to that question. **MY SYNC stopped working in my car. I deleted my phone and tried to add it and it didn’t work. I shut my phone down and checked for updates again it did not work.

• 06/21/13—I went to Kearny Pearson Ford and asked for a Technician to come help me with MY FORD SYNC as it wasn’t working. A tech came to help me and we were successful in syncing my car and my iphone. While I was there ** came up to me and asked to review the invoice for the car he purchased. As we sat down to go over the paperwork he told me the cost for my car had gone up and it would cost me $1300 more to get the car. Later in the conversation he told me the car had one additional option that isn’t on my current car and when I asked what color interior he ordered it was the same despite the fact that I told him I wanted black. I told him I don’t want the car he ordered and I would follow up with [redacted] on Monday as that was when he would return.

• 06/24/13—Called [redacted] to tell him that ** wasn’t able to find the car for me and asked if he could direct me to someone else who could assist. He said, “don’t take this the wrong way or anything but we don’t get paid to help with lemon law cars.” [redacted] informed me that he would speak with [redacted] who is the Fleet Manager but is on vacation until tomorrow. He also said he couldn’t do anything until a car was located. I informed him I would like my loan to be reconsidered as my credit score is 650. He said we could discuss it further when a car is located. He informed me he would call me back by the end of the day with an update. He did not call.

• 06/25/2013—Received the following e-mail from [redacted]: I have attached your worksheet figures, Please let me know if you accept the figures so we may proceed, the full worksheet is not completed as of yet, we are waiting for the dealership to provide us with the valid receipts for the etch that needs to be placed on your new vehicle, to generate the sales tax worksheet. I asked her to clarify the attachment. It indicated I owed $3806.31 for mileage on the car. [redacted] said: Based on your California State Guidelines, we had to calculate your mileage as the formula showed below. The $3806 is calculated in your final participation amount. I then asked her: What is taken out for the amount of time and loss from my days for having trouble with the vehicle and having to take it in to the shop and having to pay for a rental one time and insurance two other times? Due to the problems with my car I had to make arrangements to get to wk also. She asked for receipts. I informed her all was at Ford. **I am also concerned about FORD’s BLATANT LACK OF CONCERN FOR MY SAFETY AND THE SAFETY OF MY FAMILY. Due to the mistake by Ford I broke down in a busy intersection and could have been badly injured. Additionally, prior to breaking down because of their failure to install the gas tank in correctly, me and my family (children included) smelled gas fumes in and out of the car. This was PRIOR to the recall.

• 06/25/13—Went by Ford to speak with [redacted]. He was in a meeting. I left my name and number. I received a call from [redacted] ###-###-####. She told me she had my car that had one minor upgrade that would cost me $275 out of pocket. I informed her that was reasonable however I could not afford to pay the $3806 for mileage and also began to explain to her the concerns noted about that I voiced to [redacted] via e-mail. She said she didn’t handle that part of it but she would let [redacted] know and I should receive a call by the end of the day.Desired Settlement: I would like the Explorer replaced with the exact same car but with dark interior. I would like Ford to cover the cost I am being required to pay to exchange the car due to all of the inconveniences I have had to deal with and all of the arrangements I have had to make to get to work, get my children to school and other various activities and the RISK they put my family in due to the smell of the gas inside and outside my car and my car breaking down in the middle of the busy intersection. I would like Ford to re-do my loan at a lower interest rate.

I would like Ford to better train their technicians so this when me or anyone else is getting service work completed they don't have to worry that something was done incorrectly and no one's safety will be at risk due to the failure to do their job by Ford.

I would like the Finance Manager to apologize for making such a comment and treat customers with respect. Although he wasn't making money from the lemon I bought the dealership did make money when the car was purchased.

I would like Ford to offer some sort of compensation for the problems they have created and failed to resolve in a timely manner and improve their customer service so that anyone in the future who has a problem with their car will not have to go through the horrible experience that I had to go through.

Business

Response:

Hello

I spoke to [redacted] at length and was able to apologize for the lack of service my team displayed on a couple of occasions. I also let her know that the $5000 dollar request was unfortunately out of my himds given the buy back circumstance with Ford Motor Company. She understood my stance and I invited [redacted] to meet with me personally for future services at Kearny Pearson Ford.

thanks

Consumer

Response:

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.

There is no offer to rectify the situation. I am still driving the car and the issue has not been resolved. I did speak with him and he apologized for his employees actions and offered to meet with me however the problem remains outstanding as of today's date.

Regards,

Review: These words cannot even begin to describe the frustration and hassle I have had to deal with my Brand New Kia and Kearny Pearson Ford/Kia. I wish that I never stepped foot into this dealership and never purchased this Car that has been nothing but an absolute nightmare. So I recently was in the market to purchase a new car and I decided to stop into Kearny Pearson Ford/Kia on March 6th 2015. I hung around the dealership trying to crunch numbers while I continued to be bantered with sales pitches about negative things about Lexus and why I need the Kia instead. Finally I got annoyed of it and told the salesman Mike I need a day to think and I will be back. As soon as these words came out of my mouth I was told I had to buy the car right now or I wouldn’t ever get the price that they estimated me at again. I felt extremely pressured at this point so I sat around inside the dealership contemplating and looking over numbers. Finally I just decided to pull the trigger because I felt like I was getting a great deal, and I didn’t want to loose out on what I thought was my only opportunity. I drove my Brand new car off the lot with 20 miles on it.

At the end of the month I went on a 10 day trip to Europe and upon returning to my car on March 30th the car wasn’t working. All the electronics and engine were on but the car wouldn’t switch gears and all the emergency dash lights were illuminated. So after my 19 hour journey home I had to have my car towed straight from the airport to the dealership extending my trip by another 5 hours because my BRAND NEW car wouldn’t work. The car at this point had 320 miles on it. I get my car back 7 days later. So I get into my car the night of April 11th and start driving down the street and the car just locks up at an intersection with the same issue ALL OVER AGAIN. I cannot even describe though this letter how frustrating this all has been from me across the board from the Sales people to the Managers and Corporate.Desired Settlement: I would ether like to be completely Refunded so I can go on my way and pursue another vehicle, or have a replacement

Vehicle that is more than suitable then what I currently was given

Business

Response:

RE: Complaint by customer [redacted] Dear [redacted]; Mr. [redacted] 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, [redacted]General Sales ManagerKearny Pearson Kia[redacted] x.[redacted]