Mr [redacted] has complained to the Ohio Attorney General through the AutoCap program, and after a full investigation his complaint was dismissed.The relevant issues are straight forward: the truck that he purchased has a very small defect in a frame support armThere is no safety issue,and no affect on the structural integrity of the vehicleThis type of minor defect is typical in year old vehicles with 150,000+ milesIt should be noted that the vehicle was sold AS - IS and Mr [redacted] had it inspected before he purchased it.The dealership has offered to trade the truck for any other vehicle in any of our affiliated dealerships but Mr [redacted] has failed to select a vehicleIt appears that Mr [redacted] cannot be satisfied no matter how much the dealership tries
Dear Mr [redacted] ***, Mr***, The vehicle was purchased in June of The vehicle was looked over and inspected by our mechanics and by Joseph Chevrolet’s mechanicsIt is not possible for the mechanics to predict in June of whether or not this vehicle would be one that has many product failures over the next monthsWhile we are sorry you have had many issues with the Trailblazer, we respectfully decline your desired settlement Sincerely, [redacted] General Manager Northgate Ford
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
As the customer stated, we have been trying to trade him out of the truck for several months. We have offered to repair the damage, but the customer was not interested in that option. The customer has driven the truck he purchased from us approximately 20,miles. He has had the
use of this truck and the damage has not demonstrated any performance or safety issue. There has been a price difference in the trucks the customer has looked at based upon the type and truck, age, mileage and condition. I believe we are working in good faith to resolve the issue with our customer. Dan M***General ManagerNorthgate Ford
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.
Ford's response completely ignored the fact that they returned my car still damaged. They broke the license plate light, and have made zero offers to repair it. After reviewing [redacted]'s response, I attempted to contact him to discuss the issue, in the spirit of settling this matter. I left him a message on 1/27/2017. I never received any call back. I can only assume Northgate Fords own "lack of quality communication" is a trait they learned from [redacted], since apparently he to is incapable of picking up a phone. As far a [redacted]'s comment that he doesn't "see why we would be liable to repair the car." Allow me to explain why you are liable, [redacted]. As I stated in my original complaint, your employee [redacted], informed me on the phone that he "believed everything was covered", and that he would look into it. I never heard back from [redacted] to inform me that his belief was incorrect and arrived to pick up my vehicle with the believe that everything would be repaired. Therefore, you are liable because your employee gave me false information, which he never corrected. I relied on this representation and allowed you to keep my car for almost 4 weeks, thinking that at least when I received it back, everything would be repaired. If your employee as a representative of Ford, tells me that something is true, you have a duty to either immediately inform me that that information was incorrect, or to provide the service that your employee told me would be provided. In this case you did not inform me or [redacted]'s mistake, therefor you are liable to provide the service that I was told would be provided, i.e, repair the dented tailgate. Ford's service has been nothing but appalling throughout this entire process. I had hoped that [redacted] would at least have the decency to acknowledge this, however like the rest of his dealership he appears to be incapable of admitting fault or effectively communicating.
Regards,
[redacted]
Mr. [redacted] has complained to the Ohio Attorney General through the AutoCap program, and after a full investigation his complaint was dismissed.The relevant issues are straight forward: the 2004 truck that he purchased has a very small defect in a frame support arm. There is no safety issue,and no affect on the structural integrity of the vehicle. This type of minor defect is typical in 13 year old vehicles with 150,000+ miles. It should be noted that the vehicle was sold AS - IS and Mr [redacted] had it inspected before he purchased it.The dealership has offered to trade the truck for any other vehicle in any of our 12 affiliated dealerships but Mr [redacted] has failed to select a vehicle. It appears that Mr. [redacted] cannot be satisfied no matter how much the dealership tries.
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]
Mr. [redacted],
The vehicle was purchased in June of 2013. The vehicle was looked over and inspected by our mechanics and by Joseph Chevrolet’s mechanics. It is not possible for the mechanics to predict in June of 2013 whether or not this vehicle...
would be one that has many product failures over the next 18 months. While we are sorry you have had many issues with the Trailblazer, we respectfully decline your desired settlement.
I spoke with [redacted] and offered to cancel her contract and pay for the $50 cancellation fee. She is going to discuss this with her husband. I asked her to call me back or have her husband call me if they had any other questions or concerns.[redacted]General ManagerNorthgate Ford
[redacted], my name is [redacted]. I am the new General Manager at Northgate Ford. I was the one that answered your initial complaint. I did not receive a call from you after I had sent the answer through the Revdex.com system, otherwise I would have reached out to you. I have attached a copy of the DentCare contract. The contract does not call for your repair to be covered under the policy. Our Service Adviser, [redacted], was in error in giving his opinion of the repair being covered, but that error of opinion does not make Northgate Ford liable for the repair. As for the additional $500 you are requesting, I do not feel it warranted for us to pay. The license plate light was not affected by the accident with your car, but I will have our service department fix this at no cost if you wish them to do so. Please let me know if you want to have us fix this item.[redacted]
I reviewed this case with my Service Manager, Assistant Service Manager and Service Adviser ([redacted]) yesterday (1/25/17). I will certainly admit that the lack of quality communication concerning the events was less than satisfactory. As for the monetary compensation, the initial repair was...
not covered by the policy that was enforce for the customer. Therefore, I don't see why we would be liable to repair the car. Concerning the $500 for her inconvenience, we are not of the opinion that we owe the customer money for our handling for the situation. Please accept this as our response and stance on this case.
[redacted]
I'm sorry this wasn't resolved immediately. I read thru the emails with [redacted] and it appears to me he didn't bring it to management attention. I have one at waiting for you know at the sales manager tower. My email address is [redacted]...
and my cell is [redacted] . Just let me know how I can get this to 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.]I don't feel this is an acceptable response. Saying that much of what occurred was out of your control is inaccurate and upsetting. What occurred happened because of your employees actions, and your departments handling of my vehicle repair should have been completely under your control and to say it wasn't is completely unacceptable. Which brings me back to my original point: this entire event was completely avoidable, it occurred due to your company's actions, and then inaction in handling the damage. This entire incident was an eronious inconvenience and occurred through no fault of my own. So I feel that to apologize after the fact, and basically dismiss any sort of responsibility, is completely appalling. I am not asking you to force the warranty company to cover the repair, I am asking your company to cover the repair as compensation for the distress caused to me by your employees negligence and mishandling of this situation. Regards,
Regards,
[redacted]
Tell us why here... I understand your concern over the 2017 Ford Fusion you purchased in August. My understanding is that the wheel had been damaged by the transportation company and that the damage was cosmetic and did not hurt the structure of the wheel or tire. The new replacement...
wheel has been installed on the vehicle and you are satisfied with the replacement. The other repairs on your vehicle were completed under the full factory warranty and are all operating as designed. It is the our responsibility to perform the work at no charge to you if the complaint is related to bad workmanship from the factory or a defective part. Unfortunately, Northgate Ford can not repurchase your car and refund the total purchase price. I will personally be involved with any additional repairs needed an assure you that the repairs will be done swiftly and as accurately as possible. Let me know when your car is in for service and I will follow it thru the repair process. [redacted]General managerNorthgate Ford
Customer called to respond that if the business has addressed the matter when originally brought to their attention, there would be 22,763 less miles on the vehicle. The business took 3 weeks to respond to him and that was only after customer had emailed the owner of the business requesting a response. The single trade offered by business was not acceptable as it was not a comparable vehicle. The damage to customer's vehicle's structure was not disclosed at the time of purchase. Repair is not an option.
Mr [redacted] has complained to the Ohio Attorney General through the AutoCap program, and after a full investigation his complaint was dismissed.The relevant issues are straight forward: the truck that he purchased has a very small defect in a frame support armThere is no safety issue,and no affect on the structural integrity of the vehicleThis type of minor defect is typical in year old vehicles with 150,000+ milesIt should be noted that the vehicle was sold AS - IS and Mr [redacted] had it inspected before he purchased it.The dealership has offered to trade the truck for any other vehicle in any of our affiliated dealerships but Mr [redacted] has failed to select a vehicleIt appears that Mr [redacted] cannot be satisfied no matter how much the dealership tries
Dear Mr [redacted] ***, Mr***, The vehicle was purchased in June of The vehicle was looked over and inspected by our mechanics and by Joseph Chevrolet’s mechanicsIt is not possible for the mechanics to predict in June of whether or not this vehicle would be one that has many product failures over the next monthsWhile we are sorry you have had many issues with the Trailblazer, we respectfully decline your desired settlement Sincerely, [redacted] General Manager Northgate Ford
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
As the customer stated, we have been trying to trade him out of the truck for several months. We have offered to repair the damage, but the customer was not interested in that option. The customer has driven the truck he purchased from us approximately 20,miles. He has had the
use of this truck and the damage has not demonstrated any performance or safety issue. There has been a price difference in the trucks the customer has looked at based upon the type and truck, age, mileage and condition. I believe we are working in good faith to resolve the issue with our customer. Dan M***General ManagerNorthgate Ford
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.
Ford's response completely ignored the fact that they returned my car still damaged. They broke the license plate light, and have made zero offers to repair it. After reviewing [redacted]'s response, I attempted to contact him to discuss the issue, in the spirit of settling this matter. I left him a message on 1/27/2017. I never received any call back. I can only assume Northgate Fords own "lack of quality communication" is a trait they learned from [redacted], since apparently he to is incapable of picking up a phone. As far a [redacted]'s comment that he doesn't "see why we would be liable to repair the car." Allow me to explain why you are liable, [redacted]. As I stated in my original complaint, your employee [redacted], informed me on the phone that he "believed everything was covered", and that he would look into it. I never heard back from [redacted] to inform me that his belief was incorrect and arrived to pick up my vehicle with the believe that everything would be repaired. Therefore, you are liable because your employee gave me false information, which he never corrected. I relied on this representation and allowed you to keep my car for almost 4 weeks, thinking that at least when I received it back, everything would be repaired. If your employee as a representative of Ford, tells me that something is true, you have a duty to either immediately inform me that that information was incorrect, or to provide the service that your employee told me would be provided. In this case you did not inform me or [redacted]'s mistake, therefor you are liable to provide the service that I was told would be provided, i.e, repair the dented tailgate. Ford's service has been nothing but appalling throughout this entire process. I had hoped that [redacted] would at least have the decency to acknowledge this, however like the rest of his dealership he appears to be incapable of admitting fault or effectively communicating.
Regards,
[redacted]
Mr. [redacted] has complained to the Ohio Attorney General through the AutoCap program, and after a full investigation his complaint was dismissed.The relevant issues are straight forward: the 2004 truck that he purchased has a very small defect in a frame support arm. There is no safety issue,and no affect on the structural integrity of the vehicle. This type of minor defect is typical in 13 year old vehicles with 150,000+ miles. It should be noted that the vehicle was sold AS - IS and Mr [redacted] had it inspected before he purchased it.The dealership has offered to trade the truck for any other vehicle in any of our 12 affiliated dealerships but Mr [redacted] has failed to select a vehicle. It appears that Mr. [redacted] cannot be satisfied no matter how much the dealership tries.
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]
Dear Mr. [redacted],
Mr. [redacted],
The vehicle was purchased in June of 2013. The vehicle was looked over and inspected by our mechanics and by Joseph Chevrolet’s mechanics. It is not possible for the mechanics to predict in June of 2013 whether or not this vehicle...
would be one that has many product failures over the next 18 months. While we are sorry you have had many issues with the Trailblazer, we respectfully decline your desired settlement.
Sincerely,
[redacted]
General Manager
Northgate Ford
I spoke with [redacted] and offered to cancel her contract and pay for the $50 cancellation fee. She is going to discuss this with her husband. I asked her to call me back or have her husband call me if they had any other questions or concerns.[redacted]General ManagerNorthgate Ford
[redacted], my name is [redacted]. I am the new General Manager at Northgate Ford. I was the one that answered your initial complaint. I did not receive a call from you after I had sent the answer through the Revdex.com system, otherwise I would have reached out to you. I have attached a copy of the DentCare contract. The contract does not call for your repair to be covered under the policy. Our Service Adviser, [redacted], was in error in giving his opinion of the repair being covered, but that error of opinion does not make Northgate Ford liable for the repair. As for the additional $500 you are requesting, I do not feel it warranted for us to pay. The license plate light was not affected by the accident with your car, but I will have our service department fix this at no cost if you wish them to do so. Please let me know if you want to have us fix this item.[redacted]
I reviewed this case with my Service Manager, Assistant Service Manager and Service Adviser ([redacted]) yesterday (1/25/17). I will certainly admit that the lack of quality communication concerning the events was less than satisfactory. As for the monetary compensation, the initial repair was...
not covered by the policy that was enforce for the customer. Therefore, I don't see why we would be liable to repair the car. Concerning the $500 for her inconvenience, we are not of the opinion that we owe the customer money for our handling for the situation. Please accept this as our response and stance on this case.
[redacted]
I'm sorry this wasn't resolved immediately. I read thru the emails with [redacted] and it appears to me he didn't bring it to management attention. I have one at waiting for you know at the sales manager tower. My email address is [redacted]...
and my cell is [redacted] . Just let me know how I can get this to you. [redacted]
[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.]I don't feel this is an acceptable response. Saying that much of what occurred was out of your control is inaccurate and upsetting. What occurred happened because of your employees actions, and your departments handling of my vehicle repair should have been completely under your control and to say it wasn't is completely unacceptable. Which brings me back to my original point: this entire event was completely avoidable, it occurred due to your company's actions, and then inaction in handling the damage. This entire incident was an eronious inconvenience and occurred through no fault of my own. So I feel that to apologize after the fact, and basically dismiss any sort of responsibility, is completely appalling. I am not asking you to force the warranty company to cover the repair, I am asking your company to cover the repair as compensation for the distress caused to me by your employees negligence and mishandling of this situation. Regards,
Regards,
[redacted]
Tell us why here... I understand your concern over the 2017 Ford Fusion you purchased in August. My understanding is that the wheel had been damaged by the transportation company and that the damage was cosmetic and did not hurt the structure of the wheel or tire. The new replacement...
wheel has been installed on the vehicle and you are satisfied with the replacement. The other repairs on your vehicle were completed under the full factory warranty and are all operating as designed. It is the our responsibility to perform the work at no charge to you if the complaint is related to bad workmanship from the factory or a defective part. Unfortunately, Northgate Ford can not repurchase your car and refund the total purchase price. I will personally be involved with any additional repairs needed an assure you that the repairs will be done swiftly and as accurately as possible. Let me know when your car is in for service and I will follow it thru the repair process. [redacted]General managerNorthgate Ford
Customer called to respond that if the business has addressed the matter when originally brought to their attention, there would be 22,763 less miles on the vehicle. The business took 3 weeks to respond to him and that was only after customer had emailed the owner of the business requesting a response. The single trade offered by business was not acceptable as it was not a comparable vehicle. The damage to customer's vehicle's structure was not disclosed at the time of purchase. Repair is not an option.