Revdex.com:I spoke with Maria at Jordan Ford today 11/6/and she stated she only received the request to process the refund on 11/4; when we were told this was completed in OctoberAs of now Maria stated she has received approval to process the refund; however will not get refund until 11/At this time we are accepting the response since she is the only person from Ford that has actually called us back I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
We value our customers and we always strive to over communicate with transparency as we are passionate about developing a trusted long-term relationship Our Service Department Director ( [redacted] has documented the events that took place and Bud attached information that may valuable to you and the consumer In response to the above referenced Revdex.com complaint I would like to supply the following facts to support our position in this matterOn 10/08/Mr [redacted] brought his Ford Fusion, vin# [redacted] , into our service department at Jordan FordHe had a wrench light on which indicated that his vehicle with 70,miles on it was due a serviceUpon the completion of our Ford process to perform a complimentary multi-point inspection we recommended the following services needed based on time and mileage: · A “Works Package” which included an oil and filter change service and a tire rotation· A “Major TuPackage” which included replacing the spark plugs, changing the engine air filter, a fuel injector clean and flush, and a computer scan and a battery test We also noted that his front brakes were at 5mm and that his rear brakes were at 2mm, that his tire tread depth was okay and there was no abwear Mr [redacted] approved both items for an estimated $We completed those items and he once again approved the work and amount by paying his invoice at 5:pmDuring the transaction, there was never any mention of the vehicle violently jerking as stated in his complaintAs a Certified Ford Dealer, we are “required” to have and have all of the Ford Motor Company “required” special tools and diagnostic equipment and had he at any time stated that he had a transmission or other concern we would have asked him to approve a Diagnostic charge of $until we could determine if the cause of the concern would be covered under his Extended warranty ProtectionI do not believe that he was ever told that that “we do not have the equipment to check the codes” nor do I believe he was told “to drive the vehicle back from San Antonio, Texas back to Florida with the issue still unresolvedThe attached invoices bear out exactly what I am saying I do understand Mr [redacted] frustrations with his vehicle but in no way did Jordan Ford to create those problems nor add to those problemsWe simply performed a scheduled service which was totally unrelated to Mr [redacted] complaint and we do not intend to reimburse him for the worked we performed and he approvedPlease feel free to contact me at [redacted] if you have any further questions Sincerely, [redacted] ***
[redacted] , thank you for contacting me about Ms***’s concerns, I will try to assist in every way I canI am attaching a letter from the sales manager at our Universal City location since he has more firsthand knowledge of the transaction and any concerns that arose after the saleWhile I was not involved at the time Mr [redacted] advised me when a concern arose and kept me informed until she picked her vehicle up from the Chevrolet dealership we use on GM products We are a year old family owned Ford dealership in San Antonio and while we do attempt to sell high quality preowned occasionally older used cars do have issues arise after the saleThat is why we not only include a day “Peace of Mind” warranty with each sale but also offer and recommend extended service plans, both carry a minimum of $deductible and older vehicles would be a 50% deductible My understanding of the Truck Ms [redacted] purchased was since it was a year old vehicle, if had we used the “Peace of Mind” warranty the deductible would have been 50% and therefore the Ford ESP had a much lower deductible of $ I was advised by my staff that Ms [redacted] was refusing to pay the Deductible that she was supposed to pay per her sales contract and to “keep the peace” the Chevrolet dealership waived the deductible to eliminate a scene in their customer waiting areaWe later reimbursed them since we did not feel that was fair or their fault that she felt that way Please read my attachment for a more firsthand side or the story from the party who handled both the original transaction and the service concerns In answer to Ms ***s requests we are willing to offer the following as a good will gesture; A I want the dealership to pay the deductible to dealership B(it’s my understanding we did this the day after she picked up the vehicle) B I am gravely concerned about the vehicle I bought and wish to exchange it for another vehicle that is not broke (I am under the impression that whatever concern arose has been repaired, but we would be willing to take the vehicle back in trade for the amount Ms [redacted] paid for it towards another vehicle in our existing inventory assuming the vehicle is in the same condition it was sold in less a reasonable amount for incremental mileage or damage it may have sustained while in her possession) C I would like reimbursement for the year/30,mile warranty (the warranty can be canceled by the customer at any time and is “Pro Rated” the refund will be the amount paid less any miles and or claims on the warranty) The offer to exchange the vehicle is good thru the end of June and is only being made on inventory in stock (at this time there are over vehicles available) and the trade in amount will be what was actual selling price on all paperwork when purchased Sincerely [redacted] Director of Pre Owned vehicle operations
4/4/Revdex.com Corporate Office [redacted] Re: Revdex.com Complaint ID [redacted] Dispute Resolution Specialist Dear Ms [redacted] This letter is in response to the above referenced complaintMr [redacted] brought his Ford F-into the service department at Jordan Ford stating that the transmission warning light comes on, there was no reverse, and that the vehicle was stuck in second gearHis vehicle was covered under an “after-market” extended warranty that also had a rental provisionOur transmission technicians were running to days behind at that time due to the work load so it took several days to get it into the shop and get it diagnosedUpon initial diagnosis, it was recommended that the transmission unit be replacedOur service advisor, [redacted] ***r called in the claim and during the time waiting for his warranty company to make a decision on repairs, Mr [redacted] resigned his positionThere was a period of approximately to working days where nothing happened to Mr [redacted] vehicleThe extended warranty company was evidently trying to reach Mr [redacted] and he was no longer working hereJordan Ford took responsibility for this delay and we apologized to Mr [redacted] and applied a $credit to his Jordan Ford Owner’s Advantage account which he applied toward his deductible on repair order # [redacted] We assigned the repair to another service advisor, [redacted] who contacted Mr [redacted] extended warranty and found that they needed us to remove the transmission and disassemble for inspectionWe did this and waited until 2/14/for the adjustor to come to Jordan Ford and inspectThere was some difficulty in getting an approval from the extended warranty company due to parts and labor pricing, additional time we needed for the welded exhaust, and replacing the u-joints and our maon the transmission assemblyThis resulted in two to three additional daysWe eventually agreed to cut our labor time and parts maand finally got an authorizationWe proceeded to order the parts, complete the repairWe completed the job on 3/10/Mr [redacted] paid his portion and picked up the vehicle Mr [redacted] returned the next day complaining of a noise from the transfer caseOur shop foreman test drove the vehicle, inspected the transfer case, pulled the drain plug and inspected for metal and or debris and found nothing wrongThe vehicle is lifted and it has large tires that are cupped excessively and make noiseAfter several test drives, our shop foreman was finally able to hear an abnoise coming from the differentialThis noise was very difficult to hear and was not part of the original complaint [redacted] called in the “new” claim on the differential to Mr [redacted] extended warranty companySince it was on a different component, his warranty considered it a new claim and therefore there was an additional deductibleOnce again we had to go through the process of getting authorization for tear down, completing the tear down, waiting for an inspector and then waiting for an authorization The repairs were completed to the differential on 4/4/2017, repair order [redacted] and Mr [redacted] was called and notified that his vehicle was readyHe came and paid his portion and picked up the vehicle Mr [redacted] called later that afternoon and left an almost inaudible message on my voice mailHe was extremely upsetAfter investigation we determined that it was Mr [redacted] When I reached him, Mr [redacted] claimed that his vehicle was not repairedI offered to send our shop foreman immediately to wherever he was and have him test drive the vehicle with Mr [redacted] Mr [redacted] refused stating that he was “done’ with Jordan Ford In summary these are the facts that I have determined: · Mr [redacted] did bring his vehicle into Jordan Ford complaining of transmission problems· We proceeded to address the problems· Through an employee resignation, Jordan Ford delayed the completion of those repairs from five to seven days· That Jordan Ford compensated Mr [redacted] for that delay with an agreed upon credit to his Jordan Ford Owner’s Advantage account· That Jordan Ford adjusted our pricing and labor times to accommodate Mr [redacted] Extended Warranty at a several hundred dollar loss in profits· That once notified of a new concern, Jordan Ford did its due diligence to diagnose the problem, work once again with his Extended warranty Company, and completed the authorized repairs· That over and above the adjustments to pricing resulting in lost revenue, Jordan Ford also provided Mr [redacted] with a Courtesy vehicle for days that were not covered under his Extended Warranty( A $value) · That all Ford Genuine parts and labor provided by Jordan Ford are warranty for years unlimited mileage through Ford Motor Company· That Jordan Ford was and is willing to address any outstanding concern that Mr [redacted] may have in relation to the repairs we performed We understand that vehicle repairs, especially when there is a third party involved in the decision making process can be a very frustrating and time consuming eventWe are “Truly” sorry that throughout this experience, we failed to meet Mr [redacted] expectations and that resulted in the above reference complaint Based upon the “facts”, we must decline Mr [redacted] request for the disputed amount of $ Please feel free to contact me at [redacted] if you have any questions Sincerely, [redacted] Service Director
I’m disappointed that Mrand Mrs*** felt they had to go to the Revdex.com for help with this matter. Our goal is to always do our utmost to satisfy our valued customer complaints. This is first time this has been brought to my attention. I’ve reached out and
tried calling the ***’s, but I had to leave a message. In an effort to solve this problem I look forward to talking with Mrand Mrs*** Below, I’ve noted some history as to when the vehicle was purchased and the dates the vehicle was brought to us for mechanical concerns Mrand Mrs*** purchased the Fiesta August 21, 2014. According to my used car manager Mrand Mrs*** never contacted the used car department with any issues or any request for help to resolve the A/C problem Although Mrand Mrs*** chose to not purchase an Extended Service Contract (mechanical warranty which may have covered and paid for the air conditioning unit) our Service Department was notified by Shane *** on August 24, that the air conditioning was not cooling and the a/c compressor would shut off after being turned on for a period of time. We found that there was a restriction in the A/C system and recommended that we should start with replacing the expansion valve. This was completed and the repair cost was $Approximately one month later the ***’s returned the vehicle stating the A/C was blowing hot air. We diagnosed the problem and suggested that we replace the air conditioning condenser. With this repair we charged for parts only, for a total of $and Jordan Ford absorbed the labor cost of $326.63. In other words the customer was not charged for labor cost. During this repair, there was a to day delay because couldn’t duplicate the problem. When we finally duplicated the problem it took about days to complete the workOur service advisor Adrian claims he spoke with Mr*** and at “his” request he introduced him to a salesperson to see if we could trade them out of the vehicle In summary we worked diligently to correct the issues with as little financial responsibility to Mrand Mrs*** as possible. We also consistently communicated with Mr*** Again, I look forward to helping Mrand Mrs*** resolve their concern as they are both valued customers to Jordan Ford Sincerely, ***
Revdex.com:I spoke with Maria at Jordan Ford today 11/6/2015 and she stated she only received the request to process the refund on 11/4; when we were told this was completed in October. As of now Maria stated she has received approval to process the...
refund; however will not get refund until 11/9. At this time we are accepting the response since she is the only person from Ford that has actually called us back.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[redacted], thank you for contacting me about Ms. [redacted]’s concerns, I will try to assist in every way I can. I am attaching a letter from the sales manager at our Universal City location since he has more firsthand knowledge of the transaction and any concerns that arose after the sale. While I was not...
involved at the time Mr. [redacted] advised me when a concern arose and kept me informed until she picked her vehicle up from the Chevrolet dealership we use on GM products. We are a 97 year old family owned Ford dealership in San Antonio and while we do attempt to sell high quality preowned occasionally older used cars do have issues arise after the sale. That is why we not only include a 90 day “Peace of Mind” warranty with each sale but also offer and recommend extended service plans, both carry a minimum of $100.00 deductible and older vehicles would be a 50% deductible. My understanding of the Truck Ms. [redacted] purchased was since it was a 8 year old vehicle, if had we used the “Peace of Mind” warranty the deductible would have been 50% and therefore the Ford ESP had a much lower deductible of $100.00. I was advised by my staff that Ms. [redacted] was refusing to pay the Deductible that she was supposed to pay per her sales contract and to “keep the peace” the Chevrolet dealership waived the deductible to eliminate a scene in their customer waiting area. We later reimbursed them since we did not feel that was fair or their fault that she felt that way. Please read my attachment for a more firsthand side or the story from the party who handled both the original transaction and the service concerns. In answer to Ms [redacted]s requests we are willing to offer the following as a good will gesture; A. I want the dealership to pay the deductible to dealership B(it’s my understanding we did this the day after she picked up the vehicle) B. I am gravely concerned about the vehicle I bought and wish to exchange it for another vehicle that is not broke (I am under the impression that whatever concern arose has been repaired, but we would be willing to take the vehicle back in trade for the amount Ms. [redacted] paid for it towards another vehicle in our existing inventory assuming the vehicle is in the same condition it was sold in less a reasonable amount for incremental mileage or damage it may have sustained while in her possession) C. I would like reimbursement for the 3 year/30,000 mile warranty (the warranty can be canceled by the customer at any time and is “Pro Rated” the refund will be the amount paid less any miles and or claims on the warranty) The offer to exchange the vehicle is good thru the end of June 2016 and is only being made on inventory in stock (at this time there are over 320 vehicles available) and the trade in amount will be what was actual selling price on all paperwork when purchased. Sincerely [redacted] Director of Pre Owned vehicle operations
We value our customers and we always strive to over communicate with transparency as we are passionate about developing a trusted long-term relationship. Our Service Department Director ([redacted] has documented the events that took place and Bud attached information that may...
valuable to you and the consumer. In response to the above referenced Revdex.com complaint I would like to supply the following facts to support our position in this matter. On 10/08/2016 Mr. [redacted] brought his 2013 Ford Fusion, vin# [redacted], into our service department at Jordan Ford. He had a wrench light on which indicated that his vehicle with 70,223 miles on it was due a service. Upon the completion of our Ford process to perform a complimentary multi-point inspection we recommended the following services needed based on time and mileage: · A “Works Package” which included an oil and filter change service and a tire rotation. · A “Major Tune-up Package” which included replacing the spark plugs, changing the engine air filter, a fuel injector clean and flush, and a computer scan and a battery test. We also noted that his front brakes were at 5mm and that his rear brakes were at 2mm, that his tire tread depth was okay and there was no abnormal wear. Mr. [redacted] approved both items for an estimated $395.08. We completed those items and he once again approved the work and amount by paying his invoice at 5:31 pm. During the transaction, there was never any mention of the vehicle violently jerking as stated in his complaint. As a Certified Ford Dealer, we are “required” to have and have all of the Ford Motor Company “required” special tools and diagnostic equipment and had he at any time stated that he had a transmission or other concern we would have asked him to approve a Diagnostic charge of $114.00 until we could determine if the cause of the concern would be covered under his Extended warranty Protection. I do not believe that he was ever told that that “we do not have the equipment to check the codes” nor do I believe he was told “to drive the vehicle back from San Antonio, Texas back to Florida with the issue still unresolved. The attached invoices bear out exactly what I am saying. I do understand Mr. [redacted] frustrations with his vehicle but in no way did Jordan Ford to create those problems nor add to those problems. We simply performed a scheduled service which was totally unrelated to Mr. [redacted] complaint and we do not intend to reimburse him for the worked we performed and he approved. Please feel free to contact me at [redacted] if you have any further questions. Sincerely, [redacted]
4/4/2017 Revdex.com Corporate Office [redacted]
[redacted] Re: Revdex.com Complaint ID [redacted] Dispute Resolution Specialist Dear Ms. [redacted] This letter is in response to the above referenced complaint. Mr. [redacted] brought his 2008 Ford...
F-150 into the service department at Jordan Ford stating that the transmission warning light comes on, there was no reverse, and that the vehicle was stuck in second gear. His vehicle was covered under an “after-market” extended warranty that also had a rental provision. Our transmission technicians were running 3 to 5 days behind at that time due to the work load so it took several days to get it into the shop and get it diagnosed. Upon initial diagnosis, it was recommended that the transmission unit be replaced. Our service advisor, [redacted]r called in the claim and during the time waiting for his warranty company to make a decision on repairs, Mr. [redacted] resigned his position. There was a period of approximately 5 to 7 working days where nothing happened to Mr. [redacted] vehicle. The extended warranty company was evidently trying to reach Mr[redacted] and he was no longer working here. Jordan Ford took responsibility for this delay and we apologized to Mr. [redacted] and applied a $200.00 credit to his Jordan Ford Owner’s Advantage account which he applied toward his deductible on repair order # [redacted] We assigned the repair to another service advisor, [redacted] who contacted Mr. [redacted] extended warranty and found that they needed us to remove the transmission and disassemble for inspection. We did this and waited until 2/14/17 for the adjustor to come to Jordan Ford and inspect. There was some difficulty in getting an approval from the extended warranty company due to parts and labor pricing, additional time we needed for the welded exhaust, and replacing the u-joints and our mark-up on the transmission assembly. This resulted in two to three additional days. We eventually agreed to cut our labor time and parts mark-up and finally got an authorization. We proceeded to order the parts, complete the repair. We completed the job on 3/10/2017. Mr. [redacted] paid his portion and picked up the vehicle. Mr. [redacted] returned the next day complaining of a noise from the transfer case. Our shop foreman test drove the vehicle, inspected the transfer case, pulled the drain plug and inspected for metal and or debris and found nothing wrong. The vehicle is lifted and it has large tires that are cupped excessively and make noise. After several test drives, our shop foreman was finally able to hear an abnormal noise coming from the differential. This noise was very difficult to hear and was not part of the original complaint. [redacted] called in the “new” claim on the differential to Mr. [redacted] extended warranty company. Since it was on a different component, his warranty considered it a new claim and therefore there was an additional deductible. Once again we had to go through the process of getting authorization for tear down, completing the tear down, waiting for an inspector and then waiting for an authorization. The repairs were completed to the differential on 4/4/2017, repair order [redacted] and Mr. [redacted] was called and notified that his vehicle was ready. He came and paid his portion and picked up the vehicle. Mr. [redacted] called later that afternoon and left an almost inaudible message on my voice mail. He was extremely upset. After investigation we determined that it was Mr. [redacted] When I reached him, Mr. [redacted] claimed that his vehicle was not repaired. I offered to send our shop foreman immediately to wherever he was and have him test drive the vehicle with Mr. [redacted] Mr. [redacted] refused stating that he was “done’ with Jordan Ford. In summary these are the facts that I have determined: · Mr. [redacted] did bring his vehicle into Jordan Ford complaining of transmission problems. · We proceeded to address the problems. · Through an employee resignation, Jordan Ford delayed the completion of those repairs from five to seven days. · That Jordan Ford compensated Mr. [redacted] for that delay with an agreed upon credit to his Jordan Ford Owner’s Advantage account. · That Jordan Ford adjusted our pricing and labor times to accommodate Mr. [redacted] Extended Warranty at a several hundred dollar loss in normal profits. · That once notified of a new concern, Jordan Ford did its due diligence to diagnose the problem, work once again with his Extended warranty Company, and completed the authorized repairs. · That over and above the adjustments to pricing resulting in lost revenue, Jordan Ford also provided Mr. [redacted] with a Courtesy vehicle for 35 days that were not covered under his Extended Warranty. ( A $1050.00 value) · That all Ford Genuine parts and labor provided by Jordan Ford are warranty for 2 years unlimited mileage through Ford Motor Company. · That Jordan Ford was and is willing to address any outstanding concern that Mr. [redacted] may have in relation to the repairs we performed. We understand that vehicle repairs, especially when there is a third party involved in the decision making process can be a very frustrating and time consuming event. We are “Truly” sorry that throughout this experience, we failed to meet Mr. [redacted] expectations and that resulted in the above reference complaint. Based upon the “facts”, we must decline Mr. [redacted] request for the disputed amount of $1400.00. Please feel free to contact me at [redacted] if you have any questions. Sincerely, [redacted]
Service Director
Revdex.com:I spoke with Maria at Jordan Ford today 11/6/and she stated she only received the request to process the refund on 11/4; when we were told this was completed in OctoberAs of now Maria stated she has received approval to process the refund; however will not get refund until 11/At this time we are accepting the response since she is the only person from Ford that has actually called us back I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Customers concern has been resolved
We value our customers and we always strive to over communicate with transparency as we are passionate about developing a trusted long-term relationship Our Service Department Director ( [redacted] has documented the events that took place and Bud attached information that may valuable to you and the consumer In response to the above referenced Revdex.com complaint I would like to supply the following facts to support our position in this matterOn 10/08/Mr [redacted] brought his Ford Fusion, vin# [redacted] , into our service department at Jordan FordHe had a wrench light on which indicated that his vehicle with 70,miles on it was due a serviceUpon the completion of our Ford process to perform a complimentary multi-point inspection we recommended the following services needed based on time and mileage: · A “Works Package” which included an oil and filter change service and a tire rotation· A “Major TuPackage” which included replacing the spark plugs, changing the engine air filter, a fuel injector clean and flush, and a computer scan and a battery test We also noted that his front brakes were at 5mm and that his rear brakes were at 2mm, that his tire tread depth was okay and there was no abwear Mr [redacted] approved both items for an estimated $We completed those items and he once again approved the work and amount by paying his invoice at 5:pmDuring the transaction, there was never any mention of the vehicle violently jerking as stated in his complaintAs a Certified Ford Dealer, we are “required” to have and have all of the Ford Motor Company “required” special tools and diagnostic equipment and had he at any time stated that he had a transmission or other concern we would have asked him to approve a Diagnostic charge of $until we could determine if the cause of the concern would be covered under his Extended warranty ProtectionI do not believe that he was ever told that that “we do not have the equipment to check the codes” nor do I believe he was told “to drive the vehicle back from San Antonio, Texas back to Florida with the issue still unresolvedThe attached invoices bear out exactly what I am saying I do understand Mr [redacted] frustrations with his vehicle but in no way did Jordan Ford to create those problems nor add to those problemsWe simply performed a scheduled service which was totally unrelated to Mr [redacted] complaint and we do not intend to reimburse him for the worked we performed and he approvedPlease feel free to contact me at [redacted] if you have any further questions Sincerely, [redacted] ***
[redacted] , thank you for contacting me about Ms***’s concerns, I will try to assist in every way I canI am attaching a letter from the sales manager at our Universal City location since he has more firsthand knowledge of the transaction and any concerns that arose after the saleWhile I was not involved at the time Mr [redacted] advised me when a concern arose and kept me informed until she picked her vehicle up from the Chevrolet dealership we use on GM products We are a year old family owned Ford dealership in San Antonio and while we do attempt to sell high quality preowned occasionally older used cars do have issues arise after the saleThat is why we not only include a day “Peace of Mind” warranty with each sale but also offer and recommend extended service plans, both carry a minimum of $deductible and older vehicles would be a 50% deductible My understanding of the Truck Ms [redacted] purchased was since it was a year old vehicle, if had we used the “Peace of Mind” warranty the deductible would have been 50% and therefore the Ford ESP had a much lower deductible of $ I was advised by my staff that Ms [redacted] was refusing to pay the Deductible that she was supposed to pay per her sales contract and to “keep the peace” the Chevrolet dealership waived the deductible to eliminate a scene in their customer waiting areaWe later reimbursed them since we did not feel that was fair or their fault that she felt that way Please read my attachment for a more firsthand side or the story from the party who handled both the original transaction and the service concerns In answer to Ms ***s requests we are willing to offer the following as a good will gesture; A I want the dealership to pay the deductible to dealership B(it’s my understanding we did this the day after she picked up the vehicle) B I am gravely concerned about the vehicle I bought and wish to exchange it for another vehicle that is not broke (I am under the impression that whatever concern arose has been repaired, but we would be willing to take the vehicle back in trade for the amount Ms [redacted] paid for it towards another vehicle in our existing inventory assuming the vehicle is in the same condition it was sold in less a reasonable amount for incremental mileage or damage it may have sustained while in her possession) C I would like reimbursement for the year/30,mile warranty (the warranty can be canceled by the customer at any time and is “Pro Rated” the refund will be the amount paid less any miles and or claims on the warranty) The offer to exchange the vehicle is good thru the end of June and is only being made on inventory in stock (at this time there are over vehicles available) and the trade in amount will be what was actual selling price on all paperwork when purchased Sincerely [redacted] Director of Pre Owned vehicle operations
4/4/Revdex.com Corporate Office [redacted] Re: Revdex.com Complaint ID [redacted] Dispute Resolution Specialist Dear Ms [redacted] This letter is in response to the above referenced complaintMr [redacted] brought his Ford F-into the service department at Jordan Ford stating that the transmission warning light comes on, there was no reverse, and that the vehicle was stuck in second gearHis vehicle was covered under an “after-market” extended warranty that also had a rental provisionOur transmission technicians were running to days behind at that time due to the work load so it took several days to get it into the shop and get it diagnosedUpon initial diagnosis, it was recommended that the transmission unit be replacedOur service advisor, [redacted] ***r called in the claim and during the time waiting for his warranty company to make a decision on repairs, Mr [redacted] resigned his positionThere was a period of approximately to working days where nothing happened to Mr [redacted] vehicleThe extended warranty company was evidently trying to reach Mr [redacted] and he was no longer working hereJordan Ford took responsibility for this delay and we apologized to Mr [redacted] and applied a $credit to his Jordan Ford Owner’s Advantage account which he applied toward his deductible on repair order # [redacted] We assigned the repair to another service advisor, [redacted] who contacted Mr [redacted] extended warranty and found that they needed us to remove the transmission and disassemble for inspectionWe did this and waited until 2/14/for the adjustor to come to Jordan Ford and inspectThere was some difficulty in getting an approval from the extended warranty company due to parts and labor pricing, additional time we needed for the welded exhaust, and replacing the u-joints and our maon the transmission assemblyThis resulted in two to three additional daysWe eventually agreed to cut our labor time and parts maand finally got an authorizationWe proceeded to order the parts, complete the repairWe completed the job on 3/10/Mr [redacted] paid his portion and picked up the vehicle Mr [redacted] returned the next day complaining of a noise from the transfer caseOur shop foreman test drove the vehicle, inspected the transfer case, pulled the drain plug and inspected for metal and or debris and found nothing wrongThe vehicle is lifted and it has large tires that are cupped excessively and make noiseAfter several test drives, our shop foreman was finally able to hear an abnoise coming from the differentialThis noise was very difficult to hear and was not part of the original complaint [redacted] called in the “new” claim on the differential to Mr [redacted] extended warranty companySince it was on a different component, his warranty considered it a new claim and therefore there was an additional deductibleOnce again we had to go through the process of getting authorization for tear down, completing the tear down, waiting for an inspector and then waiting for an authorization The repairs were completed to the differential on 4/4/2017, repair order [redacted] and Mr [redacted] was called and notified that his vehicle was readyHe came and paid his portion and picked up the vehicle Mr [redacted] called later that afternoon and left an almost inaudible message on my voice mailHe was extremely upsetAfter investigation we determined that it was Mr [redacted] When I reached him, Mr [redacted] claimed that his vehicle was not repairedI offered to send our shop foreman immediately to wherever he was and have him test drive the vehicle with Mr [redacted] Mr [redacted] refused stating that he was “done’ with Jordan Ford In summary these are the facts that I have determined: · Mr [redacted] did bring his vehicle into Jordan Ford complaining of transmission problems· We proceeded to address the problems· Through an employee resignation, Jordan Ford delayed the completion of those repairs from five to seven days· That Jordan Ford compensated Mr [redacted] for that delay with an agreed upon credit to his Jordan Ford Owner’s Advantage account· That Jordan Ford adjusted our pricing and labor times to accommodate Mr [redacted] Extended Warranty at a several hundred dollar loss in profits· That once notified of a new concern, Jordan Ford did its due diligence to diagnose the problem, work once again with his Extended warranty Company, and completed the authorized repairs· That over and above the adjustments to pricing resulting in lost revenue, Jordan Ford also provided Mr [redacted] with a Courtesy vehicle for days that were not covered under his Extended Warranty( A $value) · That all Ford Genuine parts and labor provided by Jordan Ford are warranty for years unlimited mileage through Ford Motor Company· That Jordan Ford was and is willing to address any outstanding concern that Mr [redacted] may have in relation to the repairs we performed We understand that vehicle repairs, especially when there is a third party involved in the decision making process can be a very frustrating and time consuming eventWe are “Truly” sorry that throughout this experience, we failed to meet Mr [redacted] expectations and that resulted in the above reference complaint Based upon the “facts”, we must decline Mr [redacted] request for the disputed amount of $ Please feel free to contact me at [redacted] if you have any questions Sincerely, [redacted] Service Director
I’m disappointed that Mrand Mrs*** felt they had to go to the Revdex.com for help with this matter. Our goal is to always do our utmost to satisfy our valued customer complaints. This is first time this has been brought to my attention. I’ve reached out and
tried calling the ***’s, but I had to leave a message. In an effort to solve this problem I look forward to talking with Mrand Mrs*** Below, I’ve noted some history as to when the vehicle was purchased and the dates the vehicle was brought to us for mechanical concerns Mrand Mrs*** purchased the Fiesta August 21, 2014. According to my used car manager Mrand Mrs*** never contacted the used car department with any issues or any request for help to resolve the A/C problem Although Mrand Mrs*** chose to not purchase an Extended Service Contract (mechanical warranty which may have covered and paid for the air conditioning unit) our Service Department was notified by Shane *** on August 24, that the air conditioning was not cooling and the a/c compressor would shut off after being turned on for a period of time. We found that there was a restriction in the A/C system and recommended that we should start with replacing the expansion valve. This was completed and the repair cost was $Approximately one month later the ***’s returned the vehicle stating the A/C was blowing hot air. We diagnosed the problem and suggested that we replace the air conditioning condenser. With this repair we charged for parts only, for a total of $and Jordan Ford absorbed the labor cost of $326.63. In other words the customer was not charged for labor cost. During this repair, there was a to day delay because couldn’t duplicate the problem. When we finally duplicated the problem it took about days to complete the workOur service advisor Adrian claims he spoke with Mr*** and at “his” request he introduced him to a salesperson to see if we could trade them out of the vehicle In summary we worked diligently to correct the issues with as little financial responsibility to Mrand Mrs*** as possible. We also consistently communicated with Mr*** Again, I look forward to helping Mrand Mrs*** resolve their concern as they are both valued customers to Jordan Ford Sincerely, ***
Revdex.com:I spoke with Maria at Jordan Ford today 11/6/2015 and she stated she only received the request to process the refund on 11/4; when we were told this was completed in October. As of now Maria stated she has received approval to process the...
refund; however will not get refund until 11/9. At this time we are accepting the response since she is the only person from Ford that has actually called us back.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[redacted], thank you for contacting me about Ms. [redacted]’s concerns, I will try to assist in every way I can. I am attaching a letter from the sales manager at our Universal City location since he has more firsthand knowledge of the transaction and any concerns that arose after the sale. While I was not...
involved at the time Mr. [redacted] advised me when a concern arose and kept me informed until she picked her vehicle up from the Chevrolet dealership we use on GM products. We are a 97 year old family owned Ford dealership in San Antonio and while we do attempt to sell high quality preowned occasionally older used cars do have issues arise after the sale. That is why we not only include a 90 day “Peace of Mind” warranty with each sale but also offer and recommend extended service plans, both carry a minimum of $100.00 deductible and older vehicles would be a 50% deductible. My understanding of the Truck Ms. [redacted] purchased was since it was a 8 year old vehicle, if had we used the “Peace of Mind” warranty the deductible would have been 50% and therefore the Ford ESP had a much lower deductible of $100.00. I was advised by my staff that Ms. [redacted] was refusing to pay the Deductible that she was supposed to pay per her sales contract and to “keep the peace” the Chevrolet dealership waived the deductible to eliminate a scene in their customer waiting area. We later reimbursed them since we did not feel that was fair or their fault that she felt that way. Please read my attachment for a more firsthand side or the story from the party who handled both the original transaction and the service concerns. In answer to Ms [redacted]s requests we are willing to offer the following as a good will gesture; A. I want the dealership to pay the deductible to dealership B(it’s my understanding we did this the day after she picked up the vehicle) B. I am gravely concerned about the vehicle I bought and wish to exchange it for another vehicle that is not broke (I am under the impression that whatever concern arose has been repaired, but we would be willing to take the vehicle back in trade for the amount Ms. [redacted] paid for it towards another vehicle in our existing inventory assuming the vehicle is in the same condition it was sold in less a reasonable amount for incremental mileage or damage it may have sustained while in her possession) C. I would like reimbursement for the 3 year/30,000 mile warranty (the warranty can be canceled by the customer at any time and is “Pro Rated” the refund will be the amount paid less any miles and or claims on the warranty) The offer to exchange the vehicle is good thru the end of June 2016 and is only being made on inventory in stock (at this time there are over 320 vehicles available) and the trade in amount will be what was actual selling price on all paperwork when purchased. Sincerely [redacted] Director of Pre Owned vehicle operations
We value our customers and we always strive to over communicate with transparency as we are passionate about developing a trusted long-term relationship. Our Service Department Director ([redacted] has documented the events that took place and Bud attached information that may...
valuable to you and the consumer. In response to the above referenced Revdex.com complaint I would like to supply the following facts to support our position in this matter. On 10/08/2016 Mr. [redacted] brought his 2013 Ford Fusion, vin# [redacted], into our service department at Jordan Ford. He had a wrench light on which indicated that his vehicle with 70,223 miles on it was due a service. Upon the completion of our Ford process to perform a complimentary multi-point inspection we recommended the following services needed based on time and mileage: · A “Works Package” which included an oil and filter change service and a tire rotation. · A “Major Tune-up Package” which included replacing the spark plugs, changing the engine air filter, a fuel injector clean and flush, and a computer scan and a battery test. We also noted that his front brakes were at 5mm and that his rear brakes were at 2mm, that his tire tread depth was okay and there was no abnormal wear. Mr. [redacted] approved both items for an estimated $395.08. We completed those items and he once again approved the work and amount by paying his invoice at 5:31 pm. During the transaction, there was never any mention of the vehicle violently jerking as stated in his complaint. As a Certified Ford Dealer, we are “required” to have and have all of the Ford Motor Company “required” special tools and diagnostic equipment and had he at any time stated that he had a transmission or other concern we would have asked him to approve a Diagnostic charge of $114.00 until we could determine if the cause of the concern would be covered under his Extended warranty Protection. I do not believe that he was ever told that that “we do not have the equipment to check the codes” nor do I believe he was told “to drive the vehicle back from San Antonio, Texas back to Florida with the issue still unresolved. The attached invoices bear out exactly what I am saying. I do understand Mr. [redacted] frustrations with his vehicle but in no way did Jordan Ford to create those problems nor add to those problems. We simply performed a scheduled service which was totally unrelated to Mr. [redacted] complaint and we do not intend to reimburse him for the worked we performed and he approved. Please feel free to contact me at [redacted] if you have any further questions. Sincerely, [redacted]
4/4/2017 Revdex.com Corporate Office [redacted]
[redacted] Re: Revdex.com Complaint ID [redacted] Dispute Resolution Specialist Dear Ms. [redacted] This letter is in response to the above referenced complaint. Mr. [redacted] brought his 2008 Ford...
F-150 into the service department at Jordan Ford stating that the transmission warning light comes on, there was no reverse, and that the vehicle was stuck in second gear. His vehicle was covered under an “after-market” extended warranty that also had a rental provision. Our transmission technicians were running 3 to 5 days behind at that time due to the work load so it took several days to get it into the shop and get it diagnosed. Upon initial diagnosis, it was recommended that the transmission unit be replaced. Our service advisor, [redacted]r called in the claim and during the time waiting for his warranty company to make a decision on repairs, Mr. [redacted] resigned his position. There was a period of approximately 5 to 7 working days where nothing happened to Mr. [redacted] vehicle. The extended warranty company was evidently trying to reach Mr[redacted] and he was no longer working here. Jordan Ford took responsibility for this delay and we apologized to Mr. [redacted] and applied a $200.00 credit to his Jordan Ford Owner’s Advantage account which he applied toward his deductible on repair order # [redacted] We assigned the repair to another service advisor, [redacted] who contacted Mr. [redacted] extended warranty and found that they needed us to remove the transmission and disassemble for inspection. We did this and waited until 2/14/17 for the adjustor to come to Jordan Ford and inspect. There was some difficulty in getting an approval from the extended warranty company due to parts and labor pricing, additional time we needed for the welded exhaust, and replacing the u-joints and our mark-up on the transmission assembly. This resulted in two to three additional days. We eventually agreed to cut our labor time and parts mark-up and finally got an authorization. We proceeded to order the parts, complete the repair. We completed the job on 3/10/2017. Mr. [redacted] paid his portion and picked up the vehicle. Mr. [redacted] returned the next day complaining of a noise from the transfer case. Our shop foreman test drove the vehicle, inspected the transfer case, pulled the drain plug and inspected for metal and or debris and found nothing wrong. The vehicle is lifted and it has large tires that are cupped excessively and make noise. After several test drives, our shop foreman was finally able to hear an abnormal noise coming from the differential. This noise was very difficult to hear and was not part of the original complaint. [redacted] called in the “new” claim on the differential to Mr. [redacted] extended warranty company. Since it was on a different component, his warranty considered it a new claim and therefore there was an additional deductible. Once again we had to go through the process of getting authorization for tear down, completing the tear down, waiting for an inspector and then waiting for an authorization. The repairs were completed to the differential on 4/4/2017, repair order [redacted] and Mr. [redacted] was called and notified that his vehicle was ready. He came and paid his portion and picked up the vehicle. Mr. [redacted] called later that afternoon and left an almost inaudible message on my voice mail. He was extremely upset. After investigation we determined that it was Mr. [redacted] When I reached him, Mr. [redacted] claimed that his vehicle was not repaired. I offered to send our shop foreman immediately to wherever he was and have him test drive the vehicle with Mr. [redacted] Mr. [redacted] refused stating that he was “done’ with Jordan Ford. In summary these are the facts that I have determined: · Mr. [redacted] did bring his vehicle into Jordan Ford complaining of transmission problems. · We proceeded to address the problems. · Through an employee resignation, Jordan Ford delayed the completion of those repairs from five to seven days. · That Jordan Ford compensated Mr. [redacted] for that delay with an agreed upon credit to his Jordan Ford Owner’s Advantage account. · That Jordan Ford adjusted our pricing and labor times to accommodate Mr. [redacted] Extended Warranty at a several hundred dollar loss in normal profits. · That once notified of a new concern, Jordan Ford did its due diligence to diagnose the problem, work once again with his Extended warranty Company, and completed the authorized repairs. · That over and above the adjustments to pricing resulting in lost revenue, Jordan Ford also provided Mr. [redacted] with a Courtesy vehicle for 35 days that were not covered under his Extended Warranty. ( A $1050.00 value) · That all Ford Genuine parts and labor provided by Jordan Ford are warranty for 2 years unlimited mileage through Ford Motor Company. · That Jordan Ford was and is willing to address any outstanding concern that Mr. [redacted] may have in relation to the repairs we performed. We understand that vehicle repairs, especially when there is a third party involved in the decision making process can be a very frustrating and time consuming event. We are “Truly” sorry that throughout this experience, we failed to meet Mr. [redacted] expectations and that resulted in the above reference complaint. Based upon the “facts”, we must decline Mr. [redacted] request for the disputed amount of $1400.00. Please feel free to contact me at [redacted] if you have any questions. Sincerely, [redacted]
Service Director
Customers concern has been resolved.