Korum Automotive Group

To Whom It May Concern:The stance of Korum Ford-Lincoln in this matter was communicated clearly to the consumer in an email dated June 12, I’ve included recent email communicationsand copies of every repair order since the vehicle was sold to the consumer on October 30, To summarize, Ford Motor Company provides a new vehicle limited warranty to the consumer to provide specific coverage when something is not operating as it is designed For the Consumer, the coverage ended on October 30, The enclosed repair orders do not indicate that there was a leak, seep, smell, condensation, or any other abcondition that would have given Korum Ford-Lincoln enough evidence to repair the third brake light under the manufacturer’s warranty It wasn’t until the final repair order datedApril 9, 2014, (at which point the warranty period had been expired for over five months), that showed any communication regarding anything resembling moisture getting into the vehicle On that specific repair order it is clearly noted that we were “unable to verify” the concern of “condensation.” There were no visible signs of leakage so there was no approval from Ford to repair something that was not broken After our inspection of the vehicle on June 5, 2015, I sent an email to provide the Consumer with a discounted solution to the problem Our company has worked tremendously hard to provide the Consumer with a solution to this problem I know that we are a service provider for Ford Motor Company; however, we are not empowered to act outside their warranty guidelines If there is anything else I can provide that will help you close out this complaint, please feel free to contact me any time.Sincerely, Jeff [redacted] B [redacted] General ManagerKorum Automotive Group [redacted] @korum.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12772387, and find that this resolution is satisfactory to me Sincerely, *** [redacted]

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

To Whom It May Concern: After a thorough review, we found that we missed the fact that Mr [redacted] has an extended service contract on his vehicle until the time the vehicle was picked up This information was not disclosed to us prior to the repair by Mr [redacted] ; however, had our people followed our internal procedures properly, we would have discovered the extended service contract much sooner in the process and it would have been much more seamless to Mr [redacted] When we reached out to Mr [redacted] , we apologized for the misunderstanding and let him know that the repair was covered by the service contract and his only obligation would be the deductible Mr [redacted] was pleased with our findings

To Whom It May Concern: Upon receiving notification of the complaint by the Customer, our Service Manager, [redacted] ***, contacted the Customer to review the problem that they are having with their vehicle and to help resolve the communication problems that resulted from their interaction with our Service Advisor Our Service Manager discovered the noise that the Customer was hearing is an intermittent problem which has occurred only a dozen times in the past miles, which likely means that our technician may have to spend significant time driving the truck before hearing the noise What our Service Advisor was trying to explain was that sometimes intermittent problems will not show themselves while we are attempting to diagnose the issue The result is that our technician's time will not be paid for under the provisions of the manufacture's warranty This requires that either the dealership pay for the technician's time or our Customer pays for the technician's time In this Customer's case, our Service Manager has authorized an attempt to diagnose the Customer's truck at no charge and provide them with a no-charge loaner vehicle This met with the Customer's approval and we will be moving forward with arranging a date and time to begin the diagnosis Sincerely, [redacted] General Manager

This submission is in response to the complaint filed with the BBB on August 16, 2017 from [redacted] *** (# [redacted] ). Upon receipt of the complaint, Korum Ford-Lincoln's Service Manager took immediate steps to contact [redacted] and arranged for her to bring her vehicle in on... Monday, August 21, 2017. [redacted] brought the car in for the scheduled appointment, and the carpet issue was repaired. Per the Repair Shop Manager, he believed [redacted] was satisfied with the repair. At the crux of [redacted] complaint was the apparent non-responsiveness of one of our Service Advisors (Rachel). While the Service Advisor was out on vacation on the latter dates noted by [redacted] in her complaint, there is no excuse for the delays in getting back to her by any of our staff. Furthermore, this was not a complicated matter to address and should have never persisted for the length of time that it did. We are sorry for the frustration and inconvenience [redacted] experienced with us.Sincerely, John *. H***President/COOKorum Automotive Group

To Whom It May Concern:
Generally a Guaranteed Auto Protection (GAP) claim is handled directly between the Program Administrator, in this case CNA, and the consumer. In reviewing this case, I did find that the customer purchased both a CNA vehicle service contract and GAP, and that on 3/22/
a Cancellation Request Form was completed and signed by the customer allowing us to cancel the CNA service contract however there is no documentation showing that we initiated the GAP claim or that Ms*** requested such assistance.
Approximately one month after the customer cancelled the CNA contract; we received an online request from Ms*** through our website (4/26/16) inquiring if “all the paperwork for my GAP insurance has been submitted?” This was forwarded on to Aaron K***, one of our Finance Consultants, to look into and address. MrK*** made a phone call on 4/27/at 11:57am to Ms***’s cell phone that was minute and seconds in duration. If something was promised in this phone conversation, nothing was documented. This could be where our communication broke down
On 5/12/at 11:00am Ms*** sent us another email stating that she had not yet heard anything from us regarding the paperwork. MrK*** made some calls to CNA and found that they still needed copies of the purchase order, service contract, and GAP contract which he promptly emailed to Ms*** on 5/12/at 3:42pm so that she could forward them to CNA to complete her GAP claim
On 5/16/Ms*** sent us another email explaining that she was very upset with us. Frank P***, our Finance Manager, immediately got her on the phone only to discover that she still hadn’t received a call and she did not receive MrK***’s email. Frank sent an email to both Ms*** and CNA claims. Attached to the email was a copy of the bank contract, the purchase order, and the GAP contract. Once that email was received, it appears that the claim was paid timely by CNA as per the contract stipulations within a day period
I’ve attached a copy of the “Notice of Waiver” from the GAP Administrator. It shows that the GAP company paid all but “$for missed, deferred or insufficient payments, plus any accrued interest and/or late fees associated with that amount.” I’ve also included a copy of theGAP policy which clearly defines “Net Finance Contract Payoff” on Page 2, Section 8. It appears from the documentation we have that the deficiency balance is due from unpaid payments, accrued interest and or/late fees that were due on or before the accident occurred or even any late fees or interest accrual that may have been charged while the claim was pending. In her case, we do not believe that Ms***’s non-performance on her auto loan is our responsibility
Sincerely,
Jeff *B***
General Manager
Korum Automotive Group
253-845-

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

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
Sincerely,
*** ***

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
Sincerely,
*** ***

The client came to us with his key stuck in the car's ignitionWe looked at the situation, called the customer and gave him a verbal estimate over the phone which he agreed to.? We had to rebuild the ignition back to original specsOur receipts specifically state that there is a month
mile warranty on servicesThe customer called around the month of February stating the same issue happened againWe advised him to bring the car back to have it looked at and that we'd honor the warranty- that's when he mentioned that he took it to another mechanic and already had it fixed.?

Dear Ms. [redacted]:Please forgive us for the tardiness of our response; we simply had an issue with the Revdex.com software thinking it would be distributing the complaint to the correct people within our organization, and unfortunately it was not.Once the complaint landed on my desk yesterday, I...

immediately completed the necessary research and then I reached out to the consumer.  While apologizing to them for our lack of follow up and conflict resolution, we also came to an agreement to resolve all the issues stated in the complaint. By no means did we deliberately present a vehicle for sale under false pretenses and through my discussion with the consumer, I believe that he would concur with that.Thank you for helping to resolve this issue with one of our valued customers.Sincerely, Jeff *. B[redacted]General Manager

To Whom It May Concern:
Upon receiving notification of the complaint by the Customer, our Service Manager, [redacted], contacted the Customer to review the problem that they are having with their vehicle and to help resolve the communication problems that resulted from their interaction with our...

Service Advisor.
Our Service Manager discovered the noise that the Customer was hearing is an intermittent problem which has occurred only a dozen times in the past 2000 miles, which likely means that our technician may have to spend significant time driving the truck before hearing the noise.  What our Service Advisor was trying to explain was that sometimes intermittent problems will not show themselves while we are attempting to diagnose the issue.  The result is that our technician's time will not be paid for under the provisions of the manufacture's warranty.  This requires that either the dealership pay for the technician's time or our Customer pays for the technician's time.  In this Customer's case, our Service Manager has authorized an attempt to diagnose the Customer's truck at no charge and provide them with a no-charge loaner vehicle.  This met with the Customer's approval and we will be moving forward with arranging a date and time to begin the diagnosis.
Sincerely,
 
[redacted]
General Manager

This submission is in response to the complaint filed with the Revdex.com on August 16, 2017 from [redacted] (#[redacted]).  Upon receipt of the complaint, Korum Ford-Lincoln's Service Manager took immediate steps to contact [redacted] and arranged for her to bring her vehicle in on...

Monday, August 21, 2017.  [redacted] brought the car in for the scheduled appointment, and the carpet issue was repaired.  Per the Repair Shop Manager, he believed [redacted] was satisfied with the repair. At the crux of [redacted] complaint was the apparent non-responsiveness of one of our Service Advisors (Rachel). While the Service Advisor was out on vacation on the latter dates noted by [redacted] in her complaint, there is no excuse for the delays in getting back to her by any of our staff. Furthermore, this was not a complicated matter to address and should have never persisted for the length of time that it did.    We are sorry for the frustration and inconvenience [redacted] experienced with us.Sincerely, John *. H[redacted]President/COOKorum Automotive Group

To Whom It May Concern: After a thorough review, we found that we missed the fact that Mr. [redacted] has an extended service contract on his vehicle until the time the vehicle was picked up.  This information was not disclosed to us prior to the repair by Mr. [redacted];...

however, had our people followed our internal procedures properly, we would have discovered the extended service contract much sooner in the process and it would have been much more seamless to Mr. [redacted]. When we reached out to Mr. [redacted], we apologized for the misunderstanding and let him know that the repair was covered by the service contract and his only obligation would be the deductible.  Mr. [redacted] was pleased with our findings.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12772387, and find that this resolution is satisfactory to me.
Sincerely,
[redacted] [redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

To Whom It May Concern:The stance of Korum Ford-Lincoln in this matter was communicated clearly to the consumer in an email dated June 12, 2015.  I’ve included recent email communicationsand copies of every repair order since the vehicle was sold to the consumer on October 30,...

2010.  To summarize, Ford Motor Company provides a new vehicle limited warranty to the consumer to provide specific coverage when something is not operating as it is designed.  For the Consumer, the coverage ended on October 30, 2013.  The enclosed repair orders do not indicate that there was a leak, seep, smell, condensation, or any other abnormal condition that would have given Korum Ford-Lincoln enough evidence to repair the third brake light under the manufacturer’s warranty.  It wasn’t until the final repair order datedApril 9, 2014, (at which point the warranty period had been expired for over five months), that showed any communication regarding anything resembling moisture getting into the vehicle.  On that specific repair order it is clearly noted that we were “unable to verify” the concern of “condensation.”  There were no visible signs of leakage so there was no approval from Ford to repair something that was not broken.  After our inspection of the vehicle on June 5, 2015, I sent an email to provide the Consumer with a discounted solution to the problem.  Our company has worked tremendously hard to provide the Consumer with a solution to this problem.  I know that we are a service provider for Ford Motor Company; however, we are not empowered to act outside their warranty guidelines.  If there is anything else I can provide that will help you close out this complaint, please feel free to contact me any time.Sincerely, Jeff ** B[redacted] General ManagerKorum Automotive Group[redacted]@korum.com