Les Stumpf Ford

The customer did come in to look at small SUV's and did indicate that she would be pulling a small camper trailerHowever, she did not bring in any specs or pictures as she has indicated - in an effort to get the weight of the trailer, she called a family member, we believe it was her Aunt, to get the kind (brand) of the camperMyself and the salesperson then Googled images with the customer to make sure we were talking about the right size and name of the camper, to get an idea of the weight of the camperWe never spoke of any wiring requirements nor saw any pictures of her specific camper and/or wiring set upWe advised her that on the Ford Escape that she was looking at with us that Trailer Towing package would be necessary(See Attachment) It is important to note that we have never installed anything on the customer's Escape - what she asked for and received is a Ford factory option that came on her new vehicleThe Escape, with the factory trailer tow option will accommodate trailers up to poundsWhen I found out yesterday, June 28th that there was an issue with the wiring harness, I called the customer and offered to pay the price to convert the flat harness (which is what comes from the factory) to the pin wiring harness that her trailer neededThat amount was $- I have no idea where the $and $amount are coming fromShe already had an appointment today June 29th at a local business that installs hitches and other car accessories, so I called the owner of the business and issued him a purchase order number for the $repairI did confirm that she has already had the work completed prior to responding to this complaintAgain, I must point out that we have never installed anything on her Escape even though she keeps indicating that "we installed the wrong one."

The issue with the rear window defroster did not act up when it was in for service We tested the rear defroster and tested all the grids and were working properly The brake issue the owner had on the vehicle was taken care of at no charge to the owner We have taken care of the concerns that Barbara told us that were not correct

We are aware of the service concerns and the Focus is in our shop being looked at as we speakWe have always told the customer that we would be happy to take care of these concerns - even sending two employees to her work yesterday 11/16/to pick up the car and bring it in for service, but when that didn't work we scheduled it in service again today and provided her with a no charge rentalA slow working rear defroster and brake pulsation - if they are found to exist, does not justify a "junk car" or "lemon"It's worth noting that no mention of the brake pulsation or shutter was brought to our attention after different test drives on separate days by the customerAs you know, in the state of Wisconsin there is no day right to rescind on vehicles purchased and taken delivery of at the dealershipWe have never offered any buy back guaranty of any time limit here at the dealership to her or any other customer - it's something no employee here would ever promiseThere are Certified Programs that do offer buy back options: Acura and GM both offer a day exchange only options so it is possible that the customer is confused with other manufacturer programs that do offer that

In there were issues with this customer We explained to him back than that we would no longer service his vehicle He has been taking the vehicle to a different location since The warranty can be used at other Ford stores

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me frank told me he would mail me a check Regards, Vicki [redacted]

I did not test drive the car on separate days I test drove cars on the same day which was Monday November 14thThe car I was most interested was not a CPO and the used car manager advised me it would be difficult to get Ford to approve a loan for me not being certified As for repairs, the dealership replaced the front brakes and rebuffed the rotors They stated the could not prove an issue with the rear defrost I spoke to Courtney in service and said that if I was that concerned about the rear defrost not working I could pay for and replace the entire rear window I said I will call Ford company and have them take the car now before I spend anymore money on this car I traded in a vehicle as the down payment That vehicle was an year old Ford Focus wagon and that rear defrost worked After I stated I would contact Ford Motor Company about giving them the car she said I could bring it in on Tuesday and leave it overnight to see if they could find a problemI called Ford Motor company and filed a complaint with them and was told to expect a call from the Regional Manager to discuss this This has inconvenienced me and caused me more stress

We have reviewed the above case number complaint that was filed March 27,with your organization.Thauk you for writing to us concerning this important issue.In reviewing our records and discussing the details of this transaction with all parties involved, we havefound no basis for the customer's
complaintMr*** came in on March 27,indicating at thattime there was a stalling and lack of power issueWe inspected the truck and discovered that the PCV hosewas collapsedWe called Mr*** and explained what we found and replaced the PCV hose, roadtested the truck and it ran fine without incident.After paying hls service bill and picking up hls vehlcle, Mr*** then called into the dealershlp andspoke to Mr*** *** our *** *** and stated that he still was having issues with the truckMr.*** apologized for any noted problems and told Mr*** that we would look at hls truck at no charge.An appointment was made to have hls vehicle looked at on April 1st but he never kept this appointment.Mr*** then called Mr*** several times and left a message for hlm to call and discuss the issue butdid not receive a return callFinally Mr*** was able to reach Mr*** on April Sth and he now hasan appointment for April 22nd to recheck the vehlcle whlch is now running fine but the check engine lightis again onMr*** assured Mr*** we will do our best to remedy this situation.Based on these details, we believe the complaint allegations by the customer have been rectified and wetrust this complaint has been brought to a satisfactory conclusion

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am afraid that is incorrectWe had multiple conversations in regards to me towing the camper and I requested that the appropriate adapter be installed on my vehicleThe sole purpose for me to buy the vehicle was to haul my camperI was unsure of the specific adapter and trusted that the car dealership would do their job and install the appropriate adapter since they are a car dealership and service shopThe job I wanted done I am positive they have done hundreds of timesThe simply took advantage of me and deny any fault in the matterI now spent an additional to get the pin adapter put in after they sold and made me pay for the towing package that was installedI would have had no problem paying the to them had they been honest with me and not told me I was good to go only to find out they know I would return because they didn't install what I askedThey installed the wrong product on purpose so that I would have to return and spend more money.
Regards,
*** ** ***

Again, we never installed anythingWhat she ordered came from the Factory that wayThe customer has also changed her story from "I brought in specs and pictures" to "we had multiple conversations" about her wiring......even if that were the case, it doesn't change the fact that a flat plug is what comes in the trailer tow package from the factory! One final point is that the customer did not pay for the pin adapter, we didShe also didn't pay $According to the third party source, who installs hitches and wiring locally, she paid $with tax for a separate item which she wanted installed and was never part of any of our conversations before or after the sale (trailer brake controller) the pin adapter we paid for

Customer came in to trade in her Fusion for something largerOriginally showed her a front wheel drive Escape SE with payments that worked with her budget and she loved it (it did have satellite radio)Later she came in the same day with her husband to show him the EscapeHer husband
says "no way its too small for the family"We then showed them a front wheel drive Edge SE - that they acknowledged was the right size for them after sitting in itWe worked payments for them on that unit and were still in her budget, however, she then decided she wanted an AWD Edge SE which we re-worked payments on and they agreed to purchase even though it was a little outside of their budgetCustomer sat in vehicle but did not want to test driveWe prepared for delivery the following day Friday 8/26/16.While looking at vehicle cleaned up on the delivery showroom on Friday - customer was having 2nd thoughts and said she wished she would have driven itThe sales person offered a test drive prior to going any further with the dealCame back from test drive (loved it)Asked sales person about satellite radio prior to signing, and she was informed at that time that you can't get a SE Edge with that optionCustomer then takes delivery of said unit after completing all paperwork.Saturday, the customer comes in to the dealership with questions regarding blue tooth audio - *** *** assisted customer with the feature using his phone and it worked perfectlyCustomer asked manager why her $Fusion seemed to have more features than this $EdgeFamily member calls me saying we lied to her sister saying that we told her it had Sirius satellite radio - I disputed that factI told her and the customer in later phone calls that same day that if she had any reservations to bring the car back and we would either put her into a SEL trim Edge for $more with satellite or she could just get her Fusion backCustomer wanted me to check if radio could be added from Ford after the fact - which I informed her that I would not be able to get an answer till Monday.Monday - I let her know via voice mail that it would be cost prohibitive to add it and in speaking to a tech - he didn't advise itI reminded her that I needed her that I needed an answer on taking back her current Edge that same dayI left a couple messages with her via voice mail but never heard back. We did offer to put in an aftermarket satellite unit in her current car - she has refusedAt this late date, we can no longer take her car back or put her into the more expensive Edge with satellite radio because we have processed her deal

1) Sirius radio can be installed through Ford - we just don't recommend it due to how much is involved with the installationThe consumer may have it done - it is $in parts and $in labor but that is her expense.2) She never asked Mr*** who handles financing and paperwork, because she already knew from talking to her sales person prior to signing paperwork that it did not have it - he would have no idea as to the equipment level of that or any other carFurthermore, the consumer originally told me and her sister that it was her sales person who told her that it had Sirius radioShe has since changed the story so I'm not sure what version I should respond to.3) Our offer still stands to help with the cost of a portable/aftermarket solution.4) Erick the *** *** never said "the one of your choice" in your phone conversation - I was in the sales office while he was talking to her, wondering why she never returned my call - so I was privy to the conversation

The issue with the rear window defroster did not act up when it was in for service.  We tested the rear defroster and tested all the grids and were working properly.  The brake issue the owner had on the vehicle was taken care of at no charge to the owner.  We have taken care of the concerns that Barbara told us that were not correct.

In 2014 there were issues with this customer.  We explained to him back than that we would no longer service his vehicle.  He has been taking the vehicle to a different location since.  The warranty can be used at other Ford stores.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  frank told me he would mail me a 200.00 check.
Regards,
Vicki [redacted]

John [redacted] talked with the customer and offered taking care of half of the repair.  We apologized to [redacted] and he has accepted the offer.

We are aware of the 2 service concerns and the Focus is in our shop being looked at as we speak. We have always told the customer that we would be happy to take care of these concerns - even sending two employees to her work yesterday 11/16/16 to pick up the car and bring it in for service, but...

when that didn't work we scheduled it in service again today and provided her with a no charge rental. A slow working rear defroster and brake pulsation - if they are found to exist, does not justify a "junk car" or "lemon". It's worth noting that no mention of the brake pulsation or shutter was brought to our attention after 2 different test drives on 2 separate days by the customer. As you know, in the state of Wisconsin there is no 3 day right to rescind on vehicles purchased and taken delivery of at the dealership. We have never offered any buy back guaranty of any time limit here at the dealership to her or any other customer - it's something no employee here would ever promise. There are Certified Programs that do offer buy back options: Acura and GM both offer a 3 day exchange only options so it is possible that the customer is confused with other manufacturer programs that do offer that.

The customer did come in to look at small SUV's and did indicate that she would be pulling a small camper trailer. However, she did not bring in any specs or pictures as she has indicated - in an effort to get the weight of the trailer, she called a family member, we believe it was her Aunt, to get...

the kind (brand) of the camper. Myself and the salesperson then Googled images with the customer to make sure we were talking about the right size and name of the camper, to get an idea of the weight of the camper. We never spoke of any wiring requirements nor saw any pictures of her specific camper and/or wiring set up. We advised her that on the Ford Escape that she was looking at with us that Trailer Towing package would be necessary. (See Attachment) It is important to note that we have never installed anything on the customer's Escape - what she asked for and received is a Ford factory option that came on her new vehicle. The Escape, with the factory trailer tow option will accommodate trailers up to 3500 pounds. When I found out yesterday, June 28th that there was an issue with the wiring harness, I called the customer and offered to pay the price to convert the flat 4 harness (which is what comes from the factory) to the 7 pin wiring harness that her trailer needed. That amount was $65 - I have no idea where the $450 and $600 amount are coming from. She already had an appointment today June 29th at a local business that installs hitches and other car accessories, so I called the owner of the business and issued him a purchase order number for the $65 repair. I did confirm that she has already had the work completed prior to responding to this complaint. Again, I must point out that we have never installed anything on her Escape even though she keeps indicating that "we installed the wrong one."

Bought a certified ford truck 6 months ago, got told at time of purchase tires have to be 8/32 for it to be certified, I bought in January and it kept telling me low tire pressure. I Thought it was just the cold.So itook it in for a list of service work to be done, they said I have a nail in tire and that I don't know how to drive (John used car manager )because 3900 miles took 2/32 off my tires.Now the tires are 6/32 and I need to replace at least 2 if not all 4. I asked the question when I bought the truck and they reassured me that I wouldn't have an issue with tires but here I am. I was told as the customer that I'm wrong. Very poor customer service after the sale.

Review: In August I went to Les Stump Ford to get an oil change (where I always go) they do a check for other services that may need done. At this time they wrote that my break pads were fine and didn't need to be replaced soon. Within a month they were grinding and when I took my car in at the end of September they said I needed my rotors replaced also since my break pads were so bad. I wouldn't have needed to replace my rotors if I would have replaced my break pads in august. The gentlemen that I talked to at this time seemed very upset about this as much as I was. (He was going to pull whoever did my check in August in the office) So I was satisfied and thought that I was going to get a discount or special offer. They also informed me that my back caliber needed fixed which I told them to go ahead and do. then they told me my air filter needed changed and my sway bar but my dad was already going to fix these, so I told them not to fix them. After everything was fixed it cost me $960 to get my car back. Needless to say they didn't give me any offer or discount for their wrong doing. Me being me, I paid and walked out. After getting my car back and driving to Nebraska the next day I noticed that they didn't put my air filter cover on, which they had checked and said it needed replaced. Something could have gotten sucked up and wreck my engine, luckily that didn't happen. So I called them on Friday to discuss the issue and they said someone (Mike) would call me on Monday about the issue. Monday came and went with no call from Mike. So I stopped in the service department on Tuesday and they informed me he was gone. So I talked to another gentlemen and I told him the whole story from start to finish all my issues from August to the air filter cover. He did apologize and that was it! I asked him what can he do for me and he said "what do you want?" I explained to him that I would like some offer or pay back for the money I spent and he handed me 2 free oil changes. worth $25 each. I showed him I was dissatisfied, yet he wouldn't offer me anything else. I do like going here but this experience was not what I thought they were about.Desired Settlement: Money back for them doing an improper check of the breaks in August and for them leaving my air filter cover off

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Yes I have heard from the company today and we have solved the issue. Thanks for your help

I had a problem with my 2011 F250’s transmission. The problem was covered under TSB 11-5-19. I dropped the vehicle off and explained the problem. I received a call back that my transmission needed a complete rebuild to the tune of several thousand dollars. He could not give me a specific estimate other than it would start at two thousand and would certainly go up from there, he just did not know how much. I said I just wanted the TSB performed. I was told it would be about $500. It cost me $782.70. During our two conversations, I was repeatedly lied to and at best, deliberately mislead. There was no value added by their service that I could not have obtained at a local shop I deal with. I just thought that having the TSB on this problem and Ford knowing this problem existed on their transmissions; they might be willing to work with me. Instead, I was taken for all they thought they could get out of me. I was even told in the initial phone call that they were already into hundreds of dollar of diagnostic work, despite the fact that the TSB described the problem, the diagnostic trouble codes, and the “prior to” build date. They were in fact holding my vehicle hostage in order to get me to let them perform the work. There are much better places to get work done by competent mechanics that are fair and honest.