Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Thank you for the information We at Liberty have actually been addressing this issue with [redacted] for some time A few months ago, the general sales manager in that store reached out to [redacted] asking which financial institutions she wanted a letter sent to regarding the mistaken inquiries She has not responded to him, and we cannot access her credit report (and I am sure she would not want us to) in order to get that information ourselves If [redacted] would produce a list of financial institutions that she wants the letters sent to, we will gladly get these sent out immediately
Ms [redacted] is not a customer of Liberty Ford The basis of her issue relates to the tuof her mother's lease We maintain that the turn in costs were clearly disclosed to MsD [redacted] prior to completion Unfortunately, I cannot discuss resolution to a customer issue with someone who is not that customer If MsD***'s mother has incurred some sort of financial debt associated with this lease turn-in, I will gladly speak with her about a resolution However, I cannot discuss this issue with the complaining party to this issue as she is not the customer on the lease of which she now complains, nor did she purchase a vehicle as described in her complaint
I have undertaken a thorough review of all of Liberty Ford's records regarding the customer's vehicle and we have found no records of any body repair work absent replacement of the driver's side mirror Any body work on that vehicle (if in fact any work has ever been done to the vehicle) was done by a different company and Liberty Ford had no knowledge of it In addition, Ohio law does not mandate disclosure of repair work on used vehicles Despite that, the customer was given a vehicle history report and service records in order to give him as much information as possible If the customer later found something that we were unaware of, we are not in a position to compensate him for that All we know is that Liberty did not perform such body work on the vehicle
First, while we at Liberty never want a customer to have a negative experience, this particular instance was the result of the customer's own actionsWe replaced his rear wheel well of his car that he blew out that he bought from us months agoThe repair that was done on the car was not the issue it was the damage caused by the careless driving of the owner which resulted in the damage The new rear well repaired at the time of purchase was split in five sections, and not caused by shotty workRegardless of this we fixed this issue for the customer for no charge as a courtesy When it wasn't done within the timeframe he desired, he became verbally abusive with our staff, yelled, cursed and demanded free rentals Customers need to have the same respect for the company as we show to them In this instance a miscommunication regarding timing does not justify screaming at our staff We apologized for the delay in the repair and the poor communication However, many employees handle many different customers on many different issues It is not always the case that you can call just any person in a particular department and they will be aware of a particular concern That being said, we strive to ensure that a customer is clearly communicated with and treated with respect We denied the rental because we were already performing the work free of charge, and we are not going to pay MrDunphy for his vehicle now
First, I would like to apologize to [redacted] for the experience and delay she had regarding the grill and door work on her vehicle The estimator did in fact drop the ball and did not order the parts right awayThe parts were not ordered until about weeks later when the customer called in to check the status of the situation At that time the estimator ordered the parts for the Kia When the parts came in the estimator stated he then called the customer repeatedly for about a month straightIt wasn't until the customer called in that they found out that the body shop had the wrong number for the clientIt appears that the sales person and or the body shop may not have updated the customer's contact infoAfter the customer called in, the body shop had to reorder the parts because they were shipped back to the manufacture because the body shop was unable to get in contact with the customerThe parts came in and the work was completedThe body shop stated they fixed the front grill, installed the front impact bar under the bumper, and repaired the door alignment issue However, the customer then stated that the car wash had damaged the paint on the front hood We do not believe that the car wash damaged the customer's vehicle, however, if she wishes to pursue a claim with our insurance carrier, she may contact [redacted] to start that process As for the key and car mats, when we agree to an owed item at the time of sale, we put those items in a document called a We Owe This document is completed so that we are aware of what was agreed to I have attached the We Owe for this car sale and no key replacement or car mats are listed Therefore we will not be replacing those items We do not order original car mats for used cars Generally, we would try to sell the customer new all-weather floor mats If the customer desires these items she should reach out to a KIA dealer for facilitation
It is a co-signed purchase That means it is both names Both have equal rights and you will see that all the title work and other documents list [redacted] as the owner The individual here was not a guarantor, but rather a cosigner Therefore, there is an individual obligation associated with it
Despite this customer agreeing to purchase the vehicle after we made the repairs he requested, he backed out of the deal, costing the dealership money due to his lack of honesty about his intent to purchase the vehicle Regardless, the store has been instructed to return the customer's deposit and he can contact the general sales manager to arrange for that
Revdex.com: (This consumer response was received by Revdex.com via phone.) I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The consumer stated that his vehicle has been repaired but he is disappointed that the business cannot admit to their mistakeThe consumer said he was threatened by the business and mistreatedHe also said he only considers his complaint matter to be partially resolvedThe consumer further stated that he is also disappointed with the level of customer service he received from this business especially given the fact that he has been a reoccurring customer Regards, [redacted]
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 Regards, [redacted]
First, Ms*** is mistaken about the facts of the situation. Due to the credit situation, we had a hard time getting *** and *** approved. There was a large amount of negative equity to roll overWe only had one bank approval for their dealIt was a max call and we could
only add a warranty. A max call is where a lender states that there is a maximum total amount they will finance, which was the circumstance hereDue to that cap, Gap insurance could not be addedThe customers were presented a menu with all the productsThey signed the menuThey chose not to pay cash for the gap insurance at the time, which is how they could have purchased it. This was explained to them. *** called the store sales manager complaining that they wanted gap and that her insurance company didn't offer itWhen *** stopped in (12/18/17) the sales manager explained to her she could not pay cash for gap insurance separate from the car deal with us, because the deal had already been funded and the co-signer lives in another state. They could have paid cash for the GAP coverage at the time of sale, but not after the deal was complete. The sales manager did give her contact information to a insurance agent that would sell her the gap coverage that she needed. We have gone beyond what was necessary in this instance and hopefully the third part insurance contact can assist the consumer
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 was told that I am there to co singe for the company that much is differently true and that shows on the contract that I signed with liberty ford but when they went to *** bank for the loan that's when they changed the loan to personal and ran it as personal loan for *** *** not as they did on the contract that I signed so the finnance manager did this twested the facts and mad the loan looks like sam *** is buying the truck and all phase is the co borrower please see attached files
Regards,
*** ***
First, I apologize for the delayed response. We are confused by this complaint as the concerns the customer is expressing have been remedied to the extent possible by Liberty. The customer has not shared this discontent with Liberty, and we have a positive relationship. It appears
to Liberty that someone other than the customer is pushing these complaints as the customer had family members that were not happy with the sale. I believe that should be investigated before any other responses or resolutions can be reached
Consumer called our office, he said he met with the Sales Mgr at business on Thursday 6/8/17, and everything was explained to him in detail.The consumer couldn't recall the Sales Mgr's name, but said he was satisfied with the information provided by the Sales Mgr.The consumer said he considers his complaint resolved
First and foremost we would like to apologize for the misinformation Ms*** received. In this model of *** various versions could have been equipped with either a timing belt or chain. Liberty Ford's employee was mistaken in his assessment but did not purposely intend to mislead
the customer. It is Liberty Ford's understanding that the timing belt is not yet scheduled for repair or replacement per the recommended guidelines for that part. In the event of regularly scheduled repair or replacement need for the timing belt, Liberty Ford will either perform that service free of charge or reimburse Ms*** for the cost of such repair
I have spoken with the head of the sales department regarding this situation, and while Liberty disputes the facts as stated by *** ***, he has decided that we will order the floor mats and fix the key. Greg D***, *** *** *** of Liberty Ford in Maple Heights, will be reaching out to the consumer directly
At Liberty, we never want a customer to have a bad experience. After reviewing the complaint of ***, I believe he is just misreading his paperwork. *** claims that he did not receive Z plan pricing. I have included in the attachments the vehicle invoice page which shows
Z plan price to be $45,824.36. I have also attached the purchase agreement showing the vehicle price at $45,824.36. Thus, *** did receive his Z plan price. *** further states that Liberty added the trade allowance back into his purchase and improperly raised the total price of the purchase. Again, *** is misreading the paperwork. The purchase agreement clearly shows:Vehicle price: $45,824.36We then add for Premium care and GAP $2,and $respectively, which raises the total products purchased to $49,669.36We then add a documentary service fee of $75, which increases the price to $49,744.36.We then deducted $17,of trade in allowance, which dropped to purchase to $32,744.36We then have to add tax, title, registration at $2,210.24, $15, and $respectively, which brought the price back up to $34,988.10We then have to add in the payoff of the trade in vehicle (this is added in at the full payoff cost because we already gave the allowance above) at $27,706.19, which raised the price to $62,694.29We then deduct the $in ESP refund (this was a refund from cancellation of an ESP on the trade in, which *** signed for and knew where it was going, I have attached paperwork to that effect) and a rebate of $1,750.00, which reduced the price to $60,024.25.I understand that *** is not getting the allocation of the trade in, but the math is accurate. To put it another way, we gave *** $17,for his trade, but he owed $27,706.19. That means he needed to roll $10,of negative equity into this new deal. That is exactly what happened when we reduced price by the $17,for the trade allowance, and then added $27,for pay off As to ***'s desire to cancel his Premium Care and GAP, he may do that at anytime, that is completely in his control. If he would like assistance, he may come into the store and we will assist him with the cancelations
We at Liberty Ford understand the confusion on the part of the *** regarding this issue concerning their desire for a sales tax refundIn Ohio, a vendor only provides a refund of sales tax when a customer receives a full 100% refund of a purchase price, without any deductions of any kindIf
any amount is not refunded (in this case at $processing fee) the sales tax is not refundableThis rule is set forth in Ohio Administrative Code section 5703-9-
Ohio keeps the sales tax and return of the same is out of our control
This information was received by Revdex.com from the consumer via phone.The consumer stated she considers this complaint to be partially resolved, she said she still feels the business is responsible for her hood damage and she plans to file a claim with their insurance company.The consumer said she needs to know if the business is planning to "fix" her key or replace it with a new one.The consumer also requests to have her floor mats and key mailed to her if possible.
[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.
Regards,
[redacted] I appreciate the response and will contact them when I return to the city on july 10. However,, the deposit was placed to hold the car before anyone knew of the damage needing repair, and I was never informed it would go toward repair, The extent of the repair suggested other history that was unknown to me and the dealer so I felt uncomfortable with proceeding. Just feel this should have been addressed before any repairs,,including my deposit. Thank you. [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Thank you for the information We at Liberty have actually been addressing this issue with [redacted] for some time A few months ago, the general sales manager in that store reached out to [redacted] asking which financial institutions she wanted a letter sent to regarding the mistaken inquiries She has not responded to him, and we cannot access her credit report (and I am sure she would not want us to) in order to get that information ourselves If [redacted] would produce a list of financial institutions that she wants the letters sent to, we will gladly get these sent out immediately
Ms [redacted] is not a customer of Liberty Ford The basis of her issue relates to the tuof her mother's lease We maintain that the turn in costs were clearly disclosed to MsD [redacted] prior to completion Unfortunately, I cannot discuss resolution to a customer issue with someone who is not that customer If MsD***'s mother has incurred some sort of financial debt associated with this lease turn-in, I will gladly speak with her about a resolution However, I cannot discuss this issue with the complaining party to this issue as she is not the customer on the lease of which she now complains, nor did she purchase a vehicle as described in her complaint
I have undertaken a thorough review of all of Liberty Ford's records regarding the customer's vehicle and we have found no records of any body repair work absent replacement of the driver's side mirror Any body work on that vehicle (if in fact any work has ever been done to the vehicle) was done by a different company and Liberty Ford had no knowledge of it In addition, Ohio law does not mandate disclosure of repair work on used vehicles Despite that, the customer was given a vehicle history report and service records in order to give him as much information as possible If the customer later found something that we were unaware of, we are not in a position to compensate him for that All we know is that Liberty did not perform such body work on the vehicle
First, while we at Liberty never want a customer to have a negative experience, this particular instance was the result of the customer's own actionsWe replaced his rear wheel well of his car that he blew out that he bought from us months agoThe repair that was done on the car was not the issue it was the damage caused by the careless driving of the owner which resulted in the damage The new rear well repaired at the time of purchase was split in five sections, and not caused by shotty workRegardless of this we fixed this issue for the customer for no charge as a courtesy When it wasn't done within the timeframe he desired, he became verbally abusive with our staff, yelled, cursed and demanded free rentals Customers need to have the same respect for the company as we show to them In this instance a miscommunication regarding timing does not justify screaming at our staff We apologized for the delay in the repair and the poor communication However, many employees handle many different customers on many different issues It is not always the case that you can call just any person in a particular department and they will be aware of a particular concern That being said, we strive to ensure that a customer is clearly communicated with and treated with respect We denied the rental because we were already performing the work free of charge, and we are not going to pay MrDunphy for his vehicle now
First, I would like to apologize to [redacted] for the experience and delay she had regarding the grill and door work on her vehicle The estimator did in fact drop the ball and did not order the parts right awayThe parts were not ordered until about weeks later when the customer called in to check the status of the situation At that time the estimator ordered the parts for the Kia When the parts came in the estimator stated he then called the customer repeatedly for about a month straightIt wasn't until the customer called in that they found out that the body shop had the wrong number for the clientIt appears that the sales person and or the body shop may not have updated the customer's contact infoAfter the customer called in, the body shop had to reorder the parts because they were shipped back to the manufacture because the body shop was unable to get in contact with the customerThe parts came in and the work was completedThe body shop stated they fixed the front grill, installed the front impact bar under the bumper, and repaired the door alignment issue However, the customer then stated that the car wash had damaged the paint on the front hood We do not believe that the car wash damaged the customer's vehicle, however, if she wishes to pursue a claim with our insurance carrier, she may contact [redacted] to start that process As for the key and car mats, when we agree to an owed item at the time of sale, we put those items in a document called a We Owe This document is completed so that we are aware of what was agreed to I have attached the We Owe for this car sale and no key replacement or car mats are listed Therefore we will not be replacing those items We do not order original car mats for used cars Generally, we would try to sell the customer new all-weather floor mats If the customer desires these items she should reach out to a KIA dealer for facilitation
It is a co-signed purchase That means it is both names Both have equal rights and you will see that all the title work and other documents list [redacted] as the owner The individual here was not a guarantor, but rather a cosigner Therefore, there is an individual obligation associated with it
Despite this customer agreeing to purchase the vehicle after we made the repairs he requested, he backed out of the deal, costing the dealership money due to his lack of honesty about his intent to purchase the vehicle Regardless, the store has been instructed to return the customer's deposit and he can contact the general sales manager to arrange for that
Revdex.com: (This consumer response was received by Revdex.com via phone.) I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The consumer stated that his vehicle has been repaired but he is disappointed that the business cannot admit to their mistakeThe consumer said he was threatened by the business and mistreatedHe also said he only considers his complaint matter to be partially resolvedThe consumer further stated that he is also disappointed with the level of customer service he received from this business especially given the fact that he has been a reoccurring customer Regards, [redacted]
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 Regards, [redacted]
First, Ms*** is mistaken about the facts of the situation. Due to the credit situation, we had a hard time getting *** and *** approved. There was a large amount of negative equity to roll overWe only had one bank approval for their dealIt was a max call and we could
only add a warranty. A max call is where a lender states that there is a maximum total amount they will finance, which was the circumstance hereDue to that cap, Gap insurance could not be addedThe customers were presented a menu with all the productsThey signed the menuThey chose not to pay cash for the gap insurance at the time, which is how they could have purchased it. This was explained to them. *** called the store sales manager complaining that they wanted gap and that her insurance company didn't offer itWhen *** stopped in (12/18/17) the sales manager explained to her she could not pay cash for gap insurance separate from the car deal with us, because the deal had already been funded and the co-signer lives in another state. They could have paid cash for the GAP coverage at the time of sale, but not after the deal was complete. The sales manager did give her contact information to a insurance agent that would sell her the gap coverage that she needed. We have gone beyond what was necessary in this instance and hopefully the third part insurance contact can assist the consumer
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 was told that I am there to co singe for the company that much is differently true and that shows on the contract that I signed with liberty ford but when they went to *** bank for the loan that's when they changed the loan to personal and ran it as personal loan for *** *** not as they did on the contract that I signed so the finnance manager did this twested the facts and mad the loan looks like sam *** is buying the truck and all phase is the co borrower please see attached files
Regards,
*** ***
First, I apologize for the delayed response. We are confused by this complaint as the concerns the customer is expressing have been remedied to the extent possible by Liberty. The customer has not shared this discontent with Liberty, and we have a positive relationship. It appears
to Liberty that someone other than the customer is pushing these complaints as the customer had family members that were not happy with the sale. I believe that should be investigated before any other responses or resolutions can be reached
Consumer called our office, he said he met with the Sales Mgr at business on Thursday 6/8/17, and everything was explained to him in detail.The consumer couldn't recall the Sales Mgr's name, but said he was satisfied with the information provided by the Sales Mgr.The consumer said he considers his complaint resolved
First and foremost we would like to apologize for the misinformation Ms*** received. In this model of *** various versions could have been equipped with either a timing belt or chain. Liberty Ford's employee was mistaken in his assessment but did not purposely intend to mislead
the customer. It is Liberty Ford's understanding that the timing belt is not yet scheduled for repair or replacement per the recommended guidelines for that part. In the event of regularly scheduled repair or replacement need for the timing belt, Liberty Ford will either perform that service free of charge or reimburse Ms*** for the cost of such repair
I have spoken with the head of the sales department regarding this situation, and while Liberty disputes the facts as stated by *** ***, he has decided that we will order the floor mats and fix the key. Greg D***, *** *** *** of Liberty Ford in Maple Heights, will be reaching out to the consumer directly
At Liberty, we never want a customer to have a bad experience. After reviewing the complaint of ***, I believe he is just misreading his paperwork. *** claims that he did not receive Z plan pricing. I have included in the attachments the vehicle invoice page which shows
Z plan price to be $45,824.36. I have also attached the purchase agreement showing the vehicle price at $45,824.36. Thus, *** did receive his Z plan price. *** further states that Liberty added the trade allowance back into his purchase and improperly raised the total price of the purchase. Again, *** is misreading the paperwork. The purchase agreement clearly shows:Vehicle price: $45,824.36We then add for Premium care and GAP $2,and $respectively, which raises the total products purchased to $49,669.36We then add a documentary service fee of $75, which increases the price to $49,744.36.We then deducted $17,of trade in allowance, which dropped to purchase to $32,744.36We then have to add tax, title, registration at $2,210.24, $15, and $respectively, which brought the price back up to $34,988.10We then have to add in the payoff of the trade in vehicle (this is added in at the full payoff cost because we already gave the allowance above) at $27,706.19, which raised the price to $62,694.29We then deduct the $in ESP refund (this was a refund from cancellation of an ESP on the trade in, which *** signed for and knew where it was going, I have attached paperwork to that effect) and a rebate of $1,750.00, which reduced the price to $60,024.25.I understand that *** is not getting the allocation of the trade in, but the math is accurate. To put it another way, we gave *** $17,for his trade, but he owed $27,706.19. That means he needed to roll $10,of negative equity into this new deal. That is exactly what happened when we reduced price by the $17,for the trade allowance, and then added $27,for pay off As to ***'s desire to cancel his Premium Care and GAP, he may do that at anytime, that is completely in his control. If he would like assistance, he may come into the store and we will assist him with the cancelations
We at Liberty Ford understand the confusion on the part of the *** regarding this issue concerning their desire for a sales tax refundIn Ohio, a vendor only provides a refund of sales tax when a customer receives a full 100% refund of a purchase price, without any deductions of any kindIf
any amount is not refunded (in this case at $processing fee) the sales tax is not refundableThis rule is set forth in Ohio Administrative Code section 5703-9-
Ohio keeps the sales tax and return of the same is out of our control
This information was received by Revdex.com from the consumer via phone.The consumer stated she considers this complaint to be partially resolved, she said she still feels the business is responsible for her hood damage and she plans to file a claim with their insurance company.The consumer said she needs to know if the business is planning to "fix" her key or replace it with a new one.The consumer also requests to have her floor mats and key mailed to her if possible.
[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.
Regards,
[redacted] I appreciate the response and will contact them when I return to the city on july 10. However,, the deposit was placed to hold the car before anyone knew of the damage needing repair, and I was never informed it would go toward repair, The extent of the repair suggested other history that was unknown to me and the dealer so I felt uncomfortable with proceeding. Just feel this should have been addressed before any repairs,,including my deposit. Thank you. [redacted]