Keystone Ford

-------- Forwarded message ----------From: [redacted] ***< [redacted] @***.com>Date: Tue, Jul 28, at 11:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [email protected] ID [redacted] Thanks for your help on this dilemma.Information that you requested:Is the car presently at Keystone Ford? YESAre they repairing it at this time? NO, I am not willing to authorize nor pay the quoted cost.Please send us a copy of the Warranty for the replacement transmission? "I have asked Keystone to support a repeat repair of the transmission." UNFORTUNATELY, we do not have a separately documented warranty When did you purchase the auto? Purchase Date: 7-19- [redacted] Ford, Indianapolis INDate Problem First Occurred: ~February

-------- Forwarded message ----------From: Clayton B&lt; [redacted] @keystoneford.com>Date: Fri, Jul 24, 2015 at 11:54 AMSubject: Complaint ID [redacted] ( [redacted] )To: [redacted] @mybbb.org [redacted] in reference to your question as to how he receives his refund. He must contact Credit Acceptance at ###-###-####. He can cancel all products by telling them he wishes to. I explained this to him months ago when I spoke to him personally. It was my understanding that he was going to do this. The problem I believe is when he cancels the products it does not lower his payment but only reduces his payoff balance. I believe that he wants a reduction to happen to his payments and this cannot happen. He also has the option to pay the vehicle off through another lender, cancel the current products and not get them through the new lender. We however cannot help with this as we can only handle financing on vehicles that we sell. Since he is the current owner this does not give us the ability to do a refinance through any of our lenders. I hope this answers everything. Clayton B***General Mgr.Keystone Ford301 Walker Rd.Chambersburg, Pa. 17201www.keystoneford.com

July 6, 2015Dear *** ***:I have attached all papers showing that *** *** had been fully disclosed of all products that he purchasedI also highlighted the areas that show that he was not required toI have also personally spoke to *** *** and explained to him that he can
cancel these products at any timeI hope this answers all your questions,Regards,Clayton B.General Manager

8/6/15In response to case number *** for *** ***, the Ford *** Vin *** is currently at our Service Department with an internal transmission concernThe Customer brought the vehicle in for a transmission shift concern and transmission indicator light coming onBy performing the electrical diagnostics on the vehicle, we found error Codes ***, *** and *** indicating internal mechanical failure in the transmissionTo further diagnose, the transmission needs to be removed and disassembled to find the root cause of failure and to provide an accurate estimateI have spoken with Ford Motor Company's CAC (Customer Assistance Center) about assistance on repairs (Case# ***)My communications with Ford’s CAC for assistance is that Ford is not offering or declining assistance until the transmission is removed, disassembled and an accurate estimate on repairs are provided to themThe customer reeds to give us (dealership) authorization to remove and disassemble at the customer's expense, This is necessary to provide Ford's CAC with the estimate to consider assistance*** *** wants Ford to base their decision on replacing the transmission as a unit as opposed to repairingThe cost to replace is approximately $6000, explained to *** *** that Ford wants to make a decision based on repairing the unitUntil We are given the authorization by the customer we will not proceed with the removal and disassemblyTherefore, no decision will be rendered by Ford's CACThe customer has stated they are not authorizing any repairs at their expenseTherefore, the vehicle is sitting here at the dealership.As far as history of the vehicle, it was here in February for a different concernIt had snowed a few inches and I went to move the vehicle so we could plow the parking lotWhen I went to move the vehicle, the transmission would not engageWe discovered the transmission issue was cold weather related because it would engage when we let it run and warm up for about minutesWe informed the customer of our discovery, supplied them with an Enterprise vehicle at no cost and made the necessary repairs, The vehicle was picked up in May At that time the mileage was 32,006, the vehicle now has 72,miles on itThe power train warranty expired at 60,milesThe vehicle is out of factory warrantyIf the customer does not want to cooperate with the participation of repairs with Ford's CAC then no assistance will be considered by them.Thank You,Thank You,Stacey B.Service Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because :It wasn't weather I sign the papers ,I was told by the salesman, in order for the loan to be approved,I had to purchase a Warranty,and Gap insuranceClayton B*** said they should not have told me that,it wasn't trueClayton B*** told me Credit Acceptance would not rewrite the contract for the correct amount of the loan.Credit Acceptance spokesman named Julia said Keystone Ford wrote the loan,and that they, (Keystone Ford) could rewrite it for the correct amount, therefore reducing my monthly payment
Regards,
*** ***

July 6, Dear *** ***:
I have attached all papers showing that *** *** had been fully disclosed of all products that he purchasedI also highlighted the areas that show that he was not required toI have also personally spoke to *** *** and explained to
him that he can cancel these products at any timeI hope this answers all your questions,Regards,
Clayton BGeneral Manager

8/6/15In response to case number *** for *** ***, the Ford *** Vin *** is currently at our Service Department with an internal transmission concernThe Customer brought the vehicle in for a transmission shift concern and transmission indicator light coming onBy performing the electrical diagnostics on the vehicle, we found error Codes ***, *** and *** indicating internal mechanical failure in the transmissionTo further diagnose, the transmission needs to be removed and disassembled to find the root cause of failure and to provide an accurate estimateI have spoken with Ford Motor Company's CAC (Customer Assistance Center) about assistance on repairs (Case# ***)My communications with Ford’s CAC for assistance is that Ford is not offering or declining assistance until the transmission is removed, disassembled and an accurate estimate on repairs are provided to themThe customer reeds to give us (dealership) authorization to remove and disassemble at the customer's expense, This is necessary to provide Ford's CAC with the estimate to consider assistance*** *** wants Ford to base their decision on replacing the transmission as a unit as opposed to repairingThe cost to replace is approximately $6000, explained to *** *** that Ford wants to make a decision based on repairing the unitUntil We are given the authorization by the customer we will not proceed with the removal and disassemblyTherefore, no decision will be rendered by Ford's CACThe customer has stated they are not authorizing any repairs at their expenseTherefore, the vehicle is sitting here at the dealershipAs far as history of the vehicle, it was here in February for a different concernIt had snowed a few inches and I went to move the vehicle so we could plow the parking lotWhen I went to move the vehicle, the transmission would not engageWe discovered the transmission issue was cold weather related because it would engage when we let it run and warm up for about minutesWe informed the customer of our discovery, supplied them with an Enterprise vehicle at no cost and made the necessary repairs, The vehicle was picked up in May At that time the mileage was 32,006, the vehicle now has 72,miles on itThe power train warranty expired at 60,milesThe vehicle is out of factory warrantyIf the customer does not want to cooperate with the participation of repairs with Ford's CAC then no assistance will be considered by them.Thank You,Thank You,Stacey B.Service Manager

-------- Forwarded message ----------
sans-serif;">From: ** ***Date: Tue, Jul 28, at 11:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected]
CASE ID ***
Thanks for your help on this dilemmaInformation that you requested:
Is the car presently at Keystone Ford? YES
Are they repairing it at this time? NO, I am not willing to authorize nor pay the quoted costPlease send us a copy of the Warranty for the replacement transmission? "I have asked Keystone to support a repeat repair of the transmission." UNFORTUNATELY, we do not have a separately documented warranty
When did you purchase the auto?
Purchase Date: 7-19- *** *** Ford, Indianapolis IN
Date Problem First Occurred: ~February

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because :It wasn't weather I sign the papers ,I was told by the salesman,  in order for the loan to be approved,I had to purchase a Warranty,and Gap insurance. Clayton B[redacted] said they should not have told me that,it wasn't true.Clayton B[redacted]  told me Credit Acceptance would not rewrite the contract for the correct amount of the loan.Credit Acceptance spokesman named Julia said Keystone Ford wrote the loan,and that they, (Keystone Ford) could rewrite it for the correct amount, therefore reducing my monthly payment.
Regards,
[redacted]

Document

-------- Forwarded message ----------From: Clayton B[redacted]<[redacted]@keystoneford.com>Date: Fri, Jul 24, 2015 at 11:54 AMSubject: Complaint ID [redacted])To: [redacted]@myRevdex.com.org[redacted] in reference to your question as to how he receives his refund. He must contact Credit Acceptance at ###-###-####. He can cancel all products by telling them he wishes to. I explained this to him months ago when I spoke to him personally. It was my understanding that he was going to do this. The problem I believe is when he cancels the products it does not lower his payment but only reduces his payoff balance. I believe that he wants a reduction to happen to his payments and this cannot happen. He also has the option to pay the vehicle off through another lender, cancel the current products and not get them through the new lender. We however cannot help with this as we can only handle financing on vehicles that we sell. Since he is the current owner this does not give us the ability to do a refinance through any of our lenders. I hope this answers everything. Clayton B[redacted]General Mgr.Keystone Ford301 Walker Rd.Chambersburg, Pa. 17201www.keystoneford.com

-------- Forwarded message ----------From: [redacted]<[redacted].com>Date: Tue, Jul 28, 2015 at 11:05 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] ID...

[redacted] Thanks for your help on this dilemma.Information that you requested:Is the car presently at Keystone Ford? YESAre they repairing it at this time? NO, I am not willing to authorize nor pay the quoted cost.Please send us a copy of the Warranty for the replacement transmission? "I have asked Keystone to support a repeat repair of the transmission."  UNFORTUNATELY, we do not have a separately documented warranty.  When did you purchase the auto? 5. Purchase Date: 7-19-13  [redacted] Ford, Indianapolis IN6. Date Problem First Occurred: ~February 2014

-------- Forwarded message ----------From: Clayton B[redacted]<[redacted]@keystoneford.com>Date: Fri, Jul 24, 2015 at 11:54 AMSubject: Complaint ID [redacted])To: [redacted]@myRevdex.com.org
[redacted] in reference to your question as to how he receives his refund. He must contact Credit Acceptance at ###-###-####. He can cancel all products by telling them he wishes to. I explained this to him months ago when I spoke to him personally. It was my understanding that he was going to do this. The problem I believe is when he cancels the products it does not lower his payment but only reduces his payoff balance. I believe that he wants a reduction to happen to his payments and this cannot happen. He also has the option to pay the vehicle off through another lender, cancel the current products and not get them through the new lender. We however cannot help with this as we can only handle financing on vehicles that we sell. Since he is the current owner this does not give us the ability to do a refinance through any of our lenders. I hope this answers everything.
 
Clayton B[redacted]
General Mgr.
Keystone Ford
301 Walker Rd.
Chambersburg, Pa. 17201
www.keystoneford.com

Review: Hello. The following complaint is for several reasons. I was having issues on my 2008 escape and I had already had the general steps started to fix the issue by having my sparke plugs and wire replace and the also had a code reader hooked up to it and was reading misfire which lead to having coil c replaced. This still did not fix he issue. So I took my car into keystone ford. They first charged me over 100.00 dollars just so hook it up to their scanner. Told me that they had to take apart some of the I side to see what the problem is since all the steps where done correctly. After a few days I get a call stating a piston need replaced and the conpression stroke needed fixed cost around 1500.00 then a few more days reveivced another call that they couldn't order the piston and they needed to run a test on tge head of the motor. I agreed then I received a call

stating I nee stating I needed a new/ used motor. They found a motor for 2700.00 but my full bill would be 5200.00. That's 2500.00 in labor. I informed [redacted], the auto guy, that I would need to talk to my husband. After that. Everytime I would call in the service was rude.I told them that's to much and I wanted to price around, from that point forward themy calls would not be returned. I had to stop in to get anyone to talk with me. I was then informed if thet weren't fixing my car I had to pay over $600.00 plus have it towed or over $1300.00 for them to put it back together. When I went to get my car my parts where all through the shop. [redacted] and [redacted] went through the shop gathering up the pieces to my car. Had me pay for them taking everything apart and put all the lose parts in the back. Bolts, washers,chain,fan belt,valve covers, intake,clips, and other parts. After I had it towed with no help from the company. We was told we had missing parts. So I had to call keystone ford three times for them to speak with me. As I told [redacted] we were missing parts. When I arrived to pick up the rest of my parts they put them in a box with an open hole on the bottom and parts were falling out. Worst customer serice, rude unhelpful. I drove my car in and had to have it towed out them pay a large bill. Never will I refer them nor return to them. Also was imform they took extra parts and removed pieces that did not need to be.Desired Settlement: The auto shop needs help and workers that care and know what there doing. If a car is drivable in it should be drivable when taking it out. No employee should be working there if they are going to treat people like that, also don't charge customers unreL prices when you didn't fix the issue just made it worse

Business

Response:

Please see attached response.