Liberty Ford Brunswick LLC

I understand Ms***'s position is that she will only be happy with a new vehicle.? If that is in fact the case, she will have to go through Ford Motor Company asserting a vehicle defect.? We have not been able to identify any issue with the shifter apart from the sticky substance we have attempted to clean up and remove as much as? possible.? Ms [redacted] was told we would replace the gear assembly, but? because we cannot? identify a defect, it isn't covered under warranty.? However, because we told her we would fix it, we will do so without charge and honor our word.? The gear assembly won't be available until? April at the earliest, so we cannot fix it until then.? The service manager has checked the gear shift every day since the? vehicle has been in and it hasn't reproduced the issues complained of.? At this point, Ms [redacted] will need to pick up her vehicle, return the rental, and we will contact her when the assembly is in.? ? Again, now that? the substance? that was in the release has cleaned up, the gear shifting seems to be much better.? Hopefully that cured the issue and Ms [redacted] will not experience this issue further.? We are trying to get Ms***'s rental use covered under warranty, but after today it definitely won't be so I suggest she get the rental back to enterprise and pick up her car.?

Initial Business Response / [redacted] (1000, 5, 2016/03/02) */ This issue has been resolved with the customerMr [redacted] submitted this complaint prior to our resolution with him Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I have been made whole and I will drop the complaintThank you

The necessary repair is not covered under Ford Motor Company's warranty nor under the extended service plan the customer purchased when he purchased the vehicle.? Liberty Ford does not extend any warranties to its customers.? Therefore, the costs of repair are the customer's responsibility.? However, we have already communicated an offer to assist the customer with half of the repair expense and he has accepted

(Revdex.com received response through LiveChat.)I filed a complaint on 9/10/that is now resolved. The dealership was very responsive to fixing my problem and sent me a new hard cover for my truck bed via UPSI am very happy with the way they resolved the issue.

I have made the communication to that Liberty location to ensure that we get Mr*** into a similar escape, but 4xwithout increasing any costs to Mr***. That is why I requested that Mr*** reach out to MrD*** in that store. That is also why I explained that I knew they are already had some discussions regarding this. Please pay attention as I am offering Mr*** what he is asking for. I have no other comments regarding Mr***'s statements

I am rejecting this response because: My Comments are in all CAPS.There have been numerous personnel changes in that Liberty location since Mr***'s purchase. It appears to Liberty that during Mr***'s deal the vehicle he was looking to purchase did not pass our inspection program. As such, we presented Mr*** with the option to purchase a nearly identical vehicle (albeit not a 4x4).NO ONE EVEN MENTIONED THE VEHICLE ON LINE WAS NOT THE ONE I WAS BEING SHOWN! NO ONE EVER SAID THE 4XON LINE DID NOT PASS THE INSPECTION PROGRAM! NO ONE SAID THE VEHICLE I WAS LOOKING AT WAS ONLY A WHEEL DRIVE! NO ONE! Mr*** did not, at that time, emphasize the 4xrequirement, or at least we can find no one that remembers Mr*** objecting to the change of vehicleI DIDN’T REALIZE YOU REQUIRED CUSTOMERS TO EMPHASIZE A SPECIFIC DRIVE TRAIN WHEN MAKING A PURCHASE! ONE WOULD EXPECT A DEALERSHIP TO DELIVER THE VEHICLE THAT WAS POSTED ON CARS.COM! However, due to miscommunication between our finance department and sales, the vehicle VIN numbers were not corrected on Mr***'s paperwork. Once discovered, it required Mr*** to return and sign for the correct VIN. Regardless of this, we understand that Mr*** feels that he was not made aware of the lack of 4xon the replacement vehicle. We currently have our sales team looking for a 4xescape in line with the one that Mr*** was originally looking for. I ask that Mr*** reach out to Matt D***, General Sales Manager, at the Brunswick Liberty location to coordinate getting him into a different vehicle. MrD*** and Mr*** have spoken recently in opposite to this proposal, but MrD*** understands the full facts at this point and we are working to ensure that Mr***'s experience is correctedLIBERTY'S ANSWER WAS FOR ME TO TRADE IN THE ESCAPE WE HAVE FOR $LESS THAN WE PAID AND THEN TURN AROUND AND PA$MORE TO GET ME INTO THE 4XVEHICLE! NEVER EVEN A MENTION OF SPLITTING THE COST DIFFERENCE TO MAKE IT RIGHT> THE ONLY PERSON AT A LOSS IS MELIBERTY’S ATTITUDE IS SORRY BUT YOU WILL HAVE TO PAY MORE TO GET WHAT YOU WANT!

I am rejecting this response because:
Per the below, at 11,miles a new car should not be towed twice to different dealerships for an issue that "may" resolve the problem. I have contacted Ford and am being told to work with the Dealership. It has been in the shop for a total of days now. It is a brand new vehicle. I was told that the service man did experience the issue but assumed it was coffee or some substance and couldn't get the issue to repeat itself; however, I have numerous witnesses of my guy friends who had to rig it to get it into drive for me. Continuously being without my brand new vehicle is frustrating and a major disruption to our lives. The car clearly has problems if the whole gear shifter needs replaced at less than months old. A reasonable person assumes there will be more issues since a major part already needs replaced. If she believes there is a defect in this vehicle it is an issue that must be run through Ford Motor Company as the manufacturer. As of now, we cannot give Ms*** a new vehicle, however, we will work with her to resolve this current problem she is experiencing

(Revdex.com received response through LiveChat.)I filed a complaint on 9/10/that is now resolved. The dealership was very responsive to fixing my problem and sent me a new hard cover for my truck bed via UPSI am very happy with the way they resolved the issue

We have reached out to the customer and are arranging to ensure that he receives the appropriate sized item

I understand Ms***'s position is that she will only be happy with a new vehicle. If that is in fact the case, she will have to go through Ford Motor Company asserting a vehicle defect. We have not been able to identify any issue with the shifter apart from the sticky substance we have attempted to clean up and remove as much as possible. Ms*** was told we would replace the gear assembly, but because we cannot identify a defect, it isn't covered under warranty. However, because we told her we would fix it, we will do so without charge and honor our word. The gear assembly won't be available until April at the earliest, so we cannot fix it until then. The service manager has checked the gear shift every day since the vehicle has been in and it hasn't reproduced the issues complained of. At this point, Ms*** will need to pick up her vehicle, return the rental, and we will contact her when the assembly is in. Again, now that the substance that was in the release has cleaned up, the gear shifting seems to be much better. Hopefully that cured the issue and Ms*** will not experience this issue further. We are trying to get Ms***'s rental use covered under warranty, but after today it definitely won't be so I suggest she get the rental back to enterprise and pick up her car.

I am rejecting this response because: My Comments are in all CAPS.There have been numerous personnel changes in that Liberty location since Mr***'s purchase. It appears to Liberty that during Mr***'s deal the vehicle he was looking to purchase did not pass our inspection program. As such, we presented Mr*** with the option to purchase a nearly identical vehicle (albeit not a 4x4).NO ONE EVEN MENTIONED THE VEHICLE ON LINE WAS NOT THE ONE I WAS BEING SHOWN! NO ONE EVER SAID THE 4XON LINE DID NOT PASS THE INSPECTION PROGRAM! NO ONE SAID THE VEHICLE I WAS LOOKING AT WAS ONLY A WHEEL DRIVE! NO ONE! Mr*** did not, at that time, emphasize the 4xrequirement, or at least we can find no one that remembers Mr*** objecting to the change of vehicleI DIDN’T REALIZE YOU REQUIRED CUSTOMERS TO EMPHASIZE A SPECIFIC DRIVE TRAIN WHEN MAKING A PURCHASE! ONE WOULD EXPECT A DEALERSHIP TO DELIVER THE VEHICLE THAT WAS POSTED ON CARS.COM! However, due to miscommunication between our finance department and sales, the vehicle VIN numbers were not corrected on Mr***'s paperwork. Once discovered, it required Mr*** to return and sign for the correct VIN. Regardless of this, we understand that Mr*** feels that he was not made aware of the lack of 4xon the replacement vehicle. We currently have our sales team looking for a 4xescape in line with the one that Mr*** was originally looking for. I ask that Mr*** reach out to Matt D***, General Sales Manager, at the Brunswick Liberty location to coordinate getting him into a different vehicle. MrD*** and Mr*** have spoken recently in opposite to this proposal, but MrD*** understands the full facts at this point and we are working to ensure that Mr***'s experience is correctedLIBERTY'S ANSWER WAS FOR ME TO TRADE IN THE ESCAPE WE HAVE FOR $LESS THAN WE PAID AND THEN TURN AROUND AND PA$MORE TO GET ME INTO THE 4XVEHICLE! NEVER EVEN A MENTION OF SPLITTING THE COST DIFFERENCE TO MAKE IT RIGHT> THE ONLY PERSON AT A LOSS IS MELIBERTY’S ATTITUDE IS SORRY BUT YOU WILL HAVE TO PAY MORE TO GET WHAT YOU WANT!

Initial Business Response /* (1000, 5, 2016/03/02) */
This issue has been resolved with the customer Mr*** submitted this complaint prior to our resolution with him
Initial Consumer Rebuttal /* (2000, 7, 2016/03/09) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
Yes, I have been made whole and I will drop the complaintThank you

First, I am sorry that Ms*** is experiencing this issue. However, unfortunately, when we inspect the vehicle the concern is not occurring. We can't fix a problem that we cannot replicate. Our Brunswick dealership checked the issue and found a sticky substance (unknown) all
over the release tab which was preventing the release of the vehicle from park. We cleaned it as best we could and were able to regain shifting. It has now occurred again, and all we can do is disassemble the system to see if there is any further indication of what Ms*** is experiencing. If she believes there is a defect in this vehicle it is an issue that must be run through Ford Motor Company as the manufacturer. As of now, we cannot give Ms*** a new vehicle, however, we will work with her to resolve this current problem she is experiencing

First, let me apologize for the delay in response. There have been numerous personnel changes in that Liberty location since Mr***'s purchase. It appears to Liberty that during Mr***'s deal the vehicle he was looking to purchase did not pass our inspection program.
As such, we presented Mr*** with the option to purchase a nearly identical vehicle (albeit not a 4x4). Mr*** did not, at that time, emphasize the 4xrequirement, or at least we can find no one that remembers Mr*** objecting to the change of vehicle. However, due to miscommunication between our finance department and sales, the vehicle VIN numbers were not corrected on Mr***'s paperwork. Once discovered, it required Mr*** to return and sign for the correct VIN. Regardless of this, we understand that Mr*** feels that he was not made aware of the lack of 4xon the replacement vehicle. We currently have our sales team looking for a 4xescape in line with the one that Mr. *** was originally looking for. I ask that Mr*** reach out to Matt D***, General Sales Manager, at the Brunswick Liberty location to coordinate getting him into a different vehicle. MrD*** and Mr*** have spoken recently in opposite to this proposal, but MrD*** understands the full facts at this point and we are working to ensure that Mr***'s experience is corrected

I have made the communication to that Liberty location to ensure that we get Mr*** into a similar escape, but 4xwithout increasing any costs to Mr***. That is why I requested that Mr*** reach out to MrD*** in that store. That is also why I explained that I knew they are already had some discussions regarding this. Please pay attention as I am offering Mr*** what he is asking for. I have no other comments regarding Mr***'s statements

The necessary repair is not covered under Ford Motor Company's warranty nor under the extended service plan the customer purchased when he purchased the vehicle.? Liberty Ford does not extend any warranties to its customers.? Therefore, the costs of repair are the customer's
responsibility.? However, we have already communicated an offer to assist the customer with half of the repair expense and he has accepted

First, let me apologize for the delay in response.? There have been numerous personnel changes in that Liberty location since Mr***'s purchase.? It appears to Liberty that during Mr***'s deal the vehicle he was looking to purchase did not pass our inspection program.?
As such, we presented Mr*** with the option to purchase a nearly identical vehicle (albeit not a 4x4).? Mr*** did not, at that time, emphasize the 4xrequirement, or at least we can find no one that? remembers Mr*** objecting to the change of vehicle.? However, due to miscommunication between our finance department and sales, the vehicle? VIN numbers were not corrected on Mr***'s paperwork.? Once discovered, it? required Mr*** to return and sign for the correct VIN.? Regardless of this,? we understand that Mr*** feels that he was not made aware of the lack of 4xon the replacement vehicle.? We currently have our sales team looking for a 4xescape? in line with the one that Mr.? *** was originally looking for.? I ask that Mr***? reach out to Matt D***, General Sales Manager, at the Brunswick? Liberty location to coordinate getting him into a different vehicle.? MrD*** and Mr*** have spoken recently in opposite to this proposal, but MrD***? understands the full facts at this point and we are working to ensure that Mr***'s experience is corrected.?

(Revdex.com received response through LiveChat.)I filed a complaint on 9/10/that is now resolved.? The dealership was very responsive to fixing my problem and sent me a new hard cover for my truck bed via UPSI am very happy with the way they resolved the issue.?

We have reached out to the customer and are arranging to ensure that he receives the appropriate sized item.

Initial Business Response /* (1000, 5, 2016/03/02) */
This issue has been resolved with the customer. Mr. [redacted] submitted this complaint prior to our resolution with him.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/09) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
Yes, I have been made whole and I will drop the complaint. Thank you.