KLAV Radio

Initial problem still existed with second transmission and it is clearly stated that no applicable codes when first transmisson was diagnosesThe service rep that called said the transmission was a sealed transmission and there was not way to even check the fluidI have done this my self its just not easyWas also told that there we multiple codes for my transmission in 4th gearInformed her it was only in during occasional down shiftingShe said that they looked into it and gear was starting to show color change in the gears which shows heat stressGave the go ahead with the job and as long as I could see proof that the work was needed when I picked my truck upWas never able to see any proof that a new transmission was required

As I have to follow up here is where we are at...Truck had to go to a different dealership
to be reprogramed, in the process of moving and had to pay for others to move my stuff as I was left with out a transportationGot my truck back after another week this time shop work was covered by the Maxwell fordOriginal issue still has not been corrected and truck has broken down again after another milesIt is back at original dealership being worked on and at least this time rental car is coveredStill have missed out on plans in colorado on a non refundable and way behind on work and +$spent on a new transmission still have original problemSeems that replacing the transmission was not requiredThanks to the service rep fabricated story and now I have a new transmission that it is well apparent was not the problem of what I was asking to be correctedSo seems like a lot of dishonesty have been living on the couches of friends and family and a refund seems fairWill update as things goWill wait to post on review sites till all has been corrected or settled

This has been resolved Ford Motor Credit has voided the contract and backed it out. *** ***General Manager/Market Director Austin Maxwell Ford

*** *** came in on the 11/to purchase a truckThe original truck that he came in on had sold, so we offered him an alternate vehicleHe then decided to purchase the truck and signed all the contracts and took delivery of the vehicleMr*** then came back in on 11/and wanted to return
the truckWe explained to him that after this length of time that the vehicle is now his, and he could not return itHe wanted to leave the truck hereI told him that if he let his truck here we would have it towed off the lot and the bank would be in contact with him for the remaining payments on itI then informed him that if he did not make the payments then the bank would repo the truck and that his credit would be affected by itHe said that would then be left up to his lawyers and that he planned on suing us and the bank that financed himhe then left the truck hereThe next day we received a phone call that Mr*** decided to keep his truck and that he would be in that day to pick it upMr*** then came in to pick up the truck

This deal has been backed out and the money has been returned to the customer

***, the sales representative, sent interior/exterior pictures of the vehicle which included the picture of windshield with a crack in it. We also have email correspondence with the customer informing him of the windshield crack. The customer agreed to take the
vehicle AS IS if we discounted it a significant amount. The customer was also informed that because we were discounting the vehicle that we would only be performing a state inspection, oil change, and detail on the vehicle. The customer and Maxwell Ford agreed to these conditions and proceeded with the sale. Maxwell Ford will not be reimbursing the customer the $the customer is requesting

We followed proper protocall when getting approval from the customer to perform the work. We tried to make the customer happy by discounting the work from $to $800. He came in on a simple break job of front break pads being replaced. It's a $coupon. The problem is
he needed front and back breaks including replacing the rotars. He had worn his breaks down to the metal. We quoted him $front front and rear breaks which included replacing the rotars. The breaks were worn so bad that it was a major break job that had to be done. The customer told me that he told the service advisor to quote the rear breaks after he was told that we were replacing all breaks, front and back, and replacing rotars. That makes no sense. Why would he ask for a price on rear breaks when we our price already included rear breaks. The bottom line is this customer authorized the break job as was documented by our service advisor. We performed the work and tried to work with him on pricing. We did our job and now the customer has new breaks and a safe vehicle to drive

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

***, My name is *** *** and I am the new GM at Maxwell Ford. I will get you reimbursed for the $bill you had in our shop. Can you scan me over the receipt please? My email address is ***. Thanks, ***

Complaint: ***
I
am rejecting this response because: when I originally talk** to ** he inform** me that he had to wait to hear back from the Ford Corporate office on how to proce** with what happen** in the dealershipHe also inform** me that the general manager of the dealership was out on vacation and would not be back until TuesdayI was just curious if any new information has come aboutI am not looking for any more money off on the vehicleIf there is nothing else that Ford would like to do with this I would just like to be notifi**
Regards,
*** ***

Complaint: ***
I am rejecting this response because:your servicec manager dinied us our service contract and made us pick up our vehicle cause they said they were not going to work on it and this is going to be an he said
she said type of deal cause they are not going to own up to there rude disrespectful mistakes making ford look bad espically being such a big company but they dont care if they loose customer at leats thats the attitude there at maxwell so so sad to have a service team this disorganized
Regards,
*** ***

Our sales manager ** *** has contact** the customer

The replacement of the transmission was in fact needed. There is an issue with the transmission that we received from Ford Motor Coand installed. We are working diligently to fix this issue. Our people are not in the habbit of lieing or covering up problems. That isn't how we do business. We will resolve the issue

I have asked my Finance Director to contact the customer to try and resolve some of these issues.  The maintenance plan the customer purchased is good at any Ford dealership.  There is no reason a Ford store would not accept the plan.  It's a Ford maintenance plan.  A Ford dealer...

is required to accept Ford Maintenance plans.   [redacted] General Manager/Market Director Austin Maxwell Ford

Mr. [redacted],  My name is [redacted] and I am the General Sales Manager at Maxwell Ford.  Please reach out to me directly so we can hopefully find a resolution to this issue.  Would you be able to schedule an appointment so we can meet at the dealership so we can inspect the truck and...

explore some options for you? Thanks,  [redacted]

We stand by our initial response.  This complaint dates back to 09/15/2017, the first and only time he visited our service department. He authorized the repair and the amount. We were not given the opportunity to resolve the issue initially, he took it upon himself to take it somewhere else.

I have asked my Finance Director to contact the customer to try and resolve some of these issues.  The maintenance plan the customer purchased is good at any Ford dealership.  There is no reason a Ford store would not accept the plan.  It's a Ford maintenance plan.  A Ford dealer is required to accept Ford Maintenance plans.   [redacted] General Manager/Market Director Austin Maxwell Ford

customer picked up the vehicle and is having repaired elsewhere.

Mr. [redacted],  My name is [redacted] and I am the new GM at Maxwell Ford.  I apologize you have not received your copies of the paperwork yet.  I will get the paperwork in a FedEx to you ASAP.  Is there an email address I can send the tracking number to? Thanks,  [redacted]

Thank you for bringing this to my attention, I will address the complaint with my staff.