Kip Killmon Ford

Revdex.com: I have reviewed the offer and/or 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 Kip Killmon Ford's response contains the following inaccuracies in the events that took place during the 11/02/repair: They did not offer me a choice of repairs I brought the car in approximately 8:am and told the service manager about the noise the car was making The service manager told me they would road test the car to see if it was a wheel bearing From that point on, they did not talk to me about the car until it was finished I walked around town for hours waiting for the car and they did not call my cell phone I went back to the garage waiting room until the car was ready At no point during this time period did the conversation stated in Kip Killmon Ford's 1st paragraph of their response, occur The 2nd paragraph is completely false I never "elected to have the first option of the axle saver performed on his vehicle" and I did not get an estimate of the work and did not approve anything They took the car and made the repairs without discussing anything with me.The response contains the following inaccuracies in the events that took place during the 7/12/repair: I firmly and clearly stated to the service manager upon bringing the car back with a leaking seal, that I do not expect to pay for this because I already paid for it the first time and the mechanic did not fix it correctly the first time They called me late in the afternoon to tell me the car needed a new axle I said ok to the new axle and was not given a price I did not expect to pay for what amounted to poor workmanship from the first repair.I paid the bill but feel I was charged twice for the same job to cover up the first mechanic's error in repairing my car correctly Regards, [redacted]

Revdex.com: I have reviewed the offer and/or 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.Their response gives an insincere apology and an arbitrary promise to make an "effort" to cut down on confusion going forward - I don't believe thatThey use these sales tactics to lure unsuspecting people in and then pressure them to purchase a vehicle that they don't really want or need Regards, [redacted] ***

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Kip Killmon Ford regarding complaint ID
***
Regards,
*** ***

TO WHOM IT MAY CONCERN: We are in receipt of your letter dated 7/31/in the matter of *** ** *** brought his *** *** *** *** into our dealership on 11/2/with a complaint of a leaking rear axleThe mileage that was present on the vehicle at the time was
***,***We promptly brought the vehicle in the repair facility and inspected his leakIt was discovered that the leak was coming from the left sideIt was discovered that both the seal and the bearing were damaged and were in need of attentionWe informed *** of this and told him that we could try what is called an axle saver and replace the bearing, this would potentially keep us from having to replace the entire left side CV AxleWe gave him both options and told him that the axle saver could be performed that day and it would be less expensive or we could do the proper repair and replace the rear axle and it would cost more money and it would take us a couple of days to get the axle in stock to repair. *** elected to have the first option of the axle saver performed on his vehicleWe told him the price and he approved the price and he paid the bill and left thanking us. On July 12, *** returned to the dealership with the axle leaking againWe informed him, after the diagnosis, that the axle saver did not hold up and that the axle would need to be replacedWe gave him a price and he approved the work and the money that needed to be spentAs we told him before, it took a few days to get the part and once the part arrived our Technicians promptly went to work replacing the left rear axle; he had driven the vehicle 13,miles before the leak occurred again. *** was given a price of $*** to perform the workWe gave, as a goodwill gesture to ***, a $*** credit towards the bill which brought his estimate down to $***After all the work was completed, the actual amount that *** paid was $*** Although, we regret that the axle saver did not save the axle from having to be replaced, our Technician diagnosed this vehicle correctly and *** was made fully aware of all the potential problems that may arise by not replacing the axle the first time; and he was given the totals on the work to which we receive approval and the cost to *** was less than originally quoted. I trust that this satisfies any questions that you may have regarding this repair. Thank you for very much for the opportunity to answer any questions that have arisen. Parts and Service Director Kip Killmon Ford, ***

September 25, -- - Revdex.com Case #*** *** ** *** *** *** *** **
*** *** *** TO WHOM IT MAY CONCERN: I am writing in response to Revdex.com case# *** in that matter
of Kimberly ** *** While I am not personally knowledgeable about the vehicle
that was purchased by Mrs***, I am personally aware of the situation regarding the noise
that she was hearing under the vehicle not too many days after her purchase. I am also aware that Mrs*** returned the vehicle on a
couple of occasions because of the persistent noise and that the sales department allowed
her a use one of the lot vehicles to drive while her car was in the shop being looked overThe
first time she brought the vehicle in with the complaint of the noise, the technician could not
duplicate the noiseAlthough, as she stated in the complaint, there was a brake light that came on
and that was corrected on the spot at no cost to her. She returned just a few days later with the same complaint
about the noise under the vehicleWe had one of the technicians' ride with her this
time and they both heard the noiseThe sales department, once again, gave her a vehicle to drive
while we diagnosed the problem. It was discovered by our technician that the lowerball joints
on the driver side were the cause of the problemWe also discovered that the ball joints
on the passenger side were becoming loose as well, but did not pose a danger and were
within the specifications that the state of Virginia required and they would pass a state
inspection and they were in no way the cause of the noise that she was hearing; although we did not
know that at the time. The technician, to be on the safe side, decided that he would
get pricing on doing the ball joints on both sides just so that we would be covered in
giving the sales department and Mrs., *** a priceThe service advisor, Grant ***, put
together the price and was in contact with Mrs***It was at that point that Mrs*** told
Grant that she did not feel that she should have to pay for the repair since she informed the
sales manager that there was a problem within days of purchasing the vehicle (she was given a
30-day 50/powertrain warranty only and an extended warranty was offered but not purchased
at the time of delivery of the vehicle). Although the cause of the noise was not powertrain but was
chassis and; therefore, not covered by the 30-day 50/powertrain warranty, the sales
manager thought that it would be appropriate to help Mrs*** with the repairSo, he
offered the following help; he would pay the bill to repair the noise if Mrs*** would agree to
pay a $*** deductible (which would be the standard deductible for any extended warranty)She
agreed and we went to work to repair the noise on the vehicle. We started on the driver's side because that is where the
balls joints seem to be very problematicWe replaced the lower ball joints and performed
an alignment then went for a test drive and the noise was goneThe technician went on another
test drive after letting the vehicle sit for a while and the noise was still goneMrs*** was
called that she could pick up her vehicle and as of the first contact that I made with her, the
vehicle is still not making the noise; so, the vehicle is fixed. It was the next day that Mrs*** contacted the service
advisor inquiring why both sides were not replacedIt was explained to her that the
passenger side is within state specifications and is safe, and that the sales department
would only authorize the repair to correct the vehicle, not for work that was not related to the problem
that she was experiencingThe ball joints on the passenger side were not the cause of the problem
and; therefore, were not authorized to repairThey are showing signs of wear, which
all vehicles eventually do, but do not pose an unsafe operation environment for Mrs*** or
her family at all or they would have been replaced as well at the company's expenseBut,
again, they were not the cause of the problemThe cause of the problem was fixed and as far as I
know, there is still no complaints regarding the noise that she had experienced. The first repair we did on the vehicle was on 5/23/
because a brake light came on; that, too, was not covered by the 50/powertrain warranty
However, the dealership repaired the vehicle at no cost to the customerThat bill was
$*** The second repair for the ball joints that was performed at
just a deductible cost to the customer was $*** charged to the dealership. It was at this point that Mrs*** took to *** and
began to voice her public displeasure about the repair on her vehicle that she
receivedAs a response to that, I left a comment telling her what my understanding of the events were
so that we could be in contact with each other and try and settle this; hopefully to her
satisfaction. It was not our intention whatsoever to be anything but kind
to her and yet try to gain an understanding about what transpired that made her so unhappy. It is my hope that this can be resolved and to restore the
relationship with Mrs*** I feel, which I voiced to Mrs*** that the dealership was
very fair with her in repairing two item that cost the dealership over $*** Both items of
which were not warrantable items. Again, she was offered an extended warranty at the time of
purchase, but declined to purchase one. I trust that this answers any question that you may have
regarding this; however, if you require further information, do not hesitate to call me. Thank you, Kip Killmon Ford *** ***

We apologize for any inconvenience this may have caused youWe strive for excellence in customer service and the way our program operates and will make an effort moving forward to cut down on any confusion in the futureWhile we understand your frustration, we had over people come
in on the advertisement and ended up giving away, in addition to the gift card prizes, an additional $*** cash prize on the last day

October 5, 2017Revdex.com Case #:***RE: Kip Killmon *** *** **To Whom This May Concern:This gentleman Michael *** that responded to
this complaint is the Parts and Service Director and was not on property during
this event, he was on vacation. He had
to piece together everything after my complaint. As he stated in the letter that I had a
30-day 50/powertrain warranty only, however I was not offered an extended
warranty the night of purchase. The
night that I purchased the vehicle it was late and the paper work was thrown at
me and at no point was I asked if I would like to purchase the extended
warranty. I did bring the car in within
the days about the noise and in the process they found out that the reason
the brake light had come on was there was something on the Ford Forum about the
brake sensors going bad. At that time
they said that they could not find the noise.
I then continued to have the issue with the noise and returned to the
car back to Kip Killmon and spoke with Jim about it again. In both occasions Jim was nothing but nice
about the situations and gave me a care to drive as he stated in the
letter. The next day after dropping my
car off Grant called me to make me aware that they had found the issue and it
was the ball joints on the driver’s side, but the ball joints on the
passenger’s side were also loss and would need to be replaced. I then explained to him that I didn’t feel
like this expense should be on me, considering it was an issue I had brought to
their attention within days of purchasing the car. He told me that he would talk with Jim and
get back to me. When Grant called me
back, the only thing he told me was that Jim had agreed to take care of the
issue but would like for me to pay a $*** deductible. I agreed to that, so I was under the
understanding that what Grant had discussed with me in the prior phone call is
what Jim had agreed to do. There was no
communication from Grant or anyone in the service department that anything
other than what I had been told was going to be done. This is why I am so upset, because it was not
communicated with me properly and the service that I thought I was getting was
not what I received.Michael *** on the other hand is very rude and
very unprofessional. I tried to call him
on several occasion and I was told either he was on the other line or I got a
voice mail that was full and you could not leave a message. I had made a *** post about how
unsatisfied I was with Kip Killmon, he found the post online and proceeded to
respond to me on there were it is public and for all to see, which I don’t care
I have nothing to hide. But then also
proceeded to text me through *** messenger (to which I have this
conversation that can be sent it need be), he does not see where I have the
right to be upset because I got $*** worth of work done. I have tried to explain to him multiple times
that I am upset because the work that I was told was being done and the quote I
was given was not what was done. When
Jim communicated with him what he was willing to pay for, which from what I can
understanding was he was willing to pay for what fixed the noise and no
more. If that had of been communicated
with all would have been well. I have no complaint on Jim he is always very kind
and willing to help. I think that what
he communicated with the service department was not communicated with me and
for that I blame Michael *** and the service department.I also have no other issues with the rest of the
Kip Killmon team, Rhonda *** is great and I really appreciate all that Jim
has done for me.As stated before I would like to see Kip Killmon
stand behind what I was told and make the Service Department take the hit on
this one, because it was Grant that did not communicate the proper information
with me.Thank you-*** ***

Revdex.com:
I have reviewed the offer and/or 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.Their response gives an insincere apology and an arbitrary promise to make an "effort" to cut down on confusion going forward - I don't believe that. They use these sales tactics to lure unsuspecting people in and then pressure them to purchase a vehicle that they don't really want or need.
Regards,
[redacted]

We apologize for any inconvenience this may have caused you. We strive for excellence in customer service and the way our program operates and will make an effort moving forward to cut down on any confusion in the future. While we understand your frustration, we had over 460 people come in on...

the advertisement and ended up giving away, in addition to the gift card prizes, an additional $[redacted] cash prize on the last day.

Revdex.com:
I have reviewed the offer and/or 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.
Kip Killmon Ford's response contains the following inaccuracies in the events that took place during the 11/02/16 repair:1.  They did not offer me a choice of repairs.  I brought the car in approximately 8:30 am and told the service manager about the noise the car was making.  The service manager told me they would road test the car to see if it was a wheel bearing.  From that point on, they did not talk to me about the car until it was finished.  I walked around town for 3 hours waiting for the car and they did not call my cell phone.  I went back to the garage waiting room until the car was ready.  At no point during this time period did the conversation stated in Kip Killmon Ford's 1st paragraph of their response, occur.2.  The 2nd paragraph is completely false.  I never "elected to have the first option of the axle saver performed on his vehicle" and I did not get an estimate of the work  and did not approve anything.  They took the car and made the repairs without discussing anything with me.The response contains the following inaccuracies in the events that took place during the 7/12/17 repair:1.  I firmly and clearly stated to the service manager upon bringing the car back with a leaking seal, that I do not expect to pay for this because I already paid for it the first time and the mechanic did not fix it correctly the first time.2.  They called me late in the afternoon to tell me the car needed a new axle.  I said ok to the new axle and was not given a price.  I did not expect to pay for what amounted to poor workmanship from the first repair.I paid the bill but feel I was charged twice for the same job to cover up the first mechanic's error in repairing my car correctly.
Regards,
[redacted]