Mahwah Ford/Kia

Client brought the car in for things in July first was the hood wouldn’t close and the second concern was a tapping noise from the dash at times when running the ac/heatWe repaired the hood latch and gave him an estimate for the blend doors which the dashboard has to be removed to repair We didn’t charge him at all for checking the blend door tapping issueHe declined the needed repairs and then returned months later and tried to strong arm the service advisor into fixing the car for freeThe service advisor agreed to go out to the car each day and turn on the heat/ac in hopes that the broken blend door would shift as it may sometimes do I overheard the client threatening “to flip out” and intervened and when I found out what was going on I showed the client that not only did he want us to check his issue in July but he had not paid us anything for that diagnosisThen I advised him we would not be doing a $blend door motor for freeHe became incensed and started screaming for my boss putting on a show in front of many clients in the officeHe got in my face screaming and words were exchangedI told him to take his car and that was my final decisionHe went screaming into a crowded sales showroom and grabbed the general manager who was taking his verbal abuse but very politely decided that we weren’t liable for his vehicles existing issueHe when to the police and complainedWe were flabbergasted since he was clearly the aggressorAfter the client left I personally apologized to all the clients that witnessed the confrontation with every person saying that I had showed a ton more patience then they ever would haveHe then called the owner of the dealership and started screaming obscenities and was hung up on

Refund was paid on Jan 30th. We sent the check out to the owner [redacted] (the owner of the vehicle) on Feb 2nd check number [redacted].

Client  brought the car in for 2 things in July first was the hood wouldn’t close and the second concern was a tapping noise from the dash at times when running the ac/heat. We repaired the hood latch and gave him an estimate for the blend doors which the dashboard has to be removed to repair....

We didn’t charge him at all for checking the blend door tapping issue. He declined the needed repairs and then returned months later and tried to strong arm the service advisor into fixing the car for free. The service advisor  agreed to go out to the car each day and turn on the heat/ac in hopes that the broken blend door would shift as it may sometimes do.  I overheard the client threatening “to flip out” and intervened and when I found out what was going on I showed the client that not only did he want us to check his issue  in July but he had not paid us anything for that diagnosis. Then I advised him we would not be doing a $800.00 blend door motor for free. He became incensed and started screaming for my boss putting on a show in front of many clients in the office. He got in my face screaming and words were exchanged. I told him to take his car and that was my final decision. He went screaming into a crowded sales showroom and grabbed the general manager  who was taking his verbal abuse but very politely decided that we weren’t liable for his vehicles existing issue. He when to the police and complained. We were flabbergasted since he was clearly the aggressor. After the client left I personally apologized to all the clients that witnessed the confrontation with every person saying that I had showed a ton more patience then they ever  would have. He then called the owner of the dealership and started screaming obscenities and was hung up on.

Review: A few months back I brought my ford explorer into Mahwah Ford for a repair , the hook latch mechanism was not catching. At that time I asked if they could check out my heater/ac selector. The car was working for the past two years plus on the heat side, but the AC side was stuck in position "heat". I informed the customer service person that there was a piece of tape accross the selector [redacted] and not to turn the dial or else the heater function would be disabled. The customer service manager claimed he just had a explorer in the past few weeks with the same problem and he estimated the cost to be able to cross back and forth from hot to cold would be about $800.00. I then told him it was not worth putting that much money into it and I did NOT authorize and work., he then told me they would look into it. A couple days later I picked up the vehicle and noticed the tape seal had been broken, the customer service representative told me it should not be a problem when I return the dial back to heat as it was originally set at. Since this occurred in the summer I didn't want to risk the heat coming on in the summer months and the customer service agent assured me if it was not right they would make it right. I then brought the vehicle in because the heat was not working, they kept the vehicle for 22 days and nothing had been done, they would not take responsibility for their actions and then estimated it would cost $800 then $550 dollars. Today the service manager, who I just met over heard the conversation and confronted his employee as to why he didn't know about a customers vehicle being on the lot for 22 days. Thereafter he turned on me and we got into in a heated exchange, the first time the Service manager threaten to "throw my [redacted] off his lot", the second time in from his staff, customers and the General Manager he stated "your lucky there are customers here otherwise I would burry you where you stand". I attempted to contact the owner who hung up after 5Desired Settlement: 1. Put the car back in the same state in which I brought it in, i.e. a working heater/defroster.

2. Apology from the Owner and General Manager for not engaging me when this occured.

3. Immediate firing of the Service Manager who made two threats of bodily harm to me in front of his staff, customers and the General Manager.

Business

Response:

Client brought the car in for 2 things in July first was the hood wouldn’t close and the second concern was a tapping noise from the dash at times when running the ac/heat. We repaired the hood latch and gave him an estimate for the blend doors which the dashboard has to be removed to repair. We didn’t charge him at all for checking the blend door tapping issue. He declined the needed repairs and then returned months later and tried to strong arm the service advisor into fixing the car for free. The service advisor agreed to go out to the car each day and turn on the heat/ac in hopes that the broken blend door would shift as it may sometimes do. I overheard the client threatening “to flip out” and intervened and when I found out what was going on I showed the client that not only did he want us to check his issue in July but he had not paid us anything for that diagnosis. Then I advised him we would not be doing a $800.00 blend door motor for free. He became incensed and started screaming for my boss putting on a show in front of many clients in the office. He got in my face screaming and words were exchanged. I told him to take his car and that was my final decision. He went screaming into a crowded sales showroom and grabbed the general manager who was taking his verbal abuse but very politely decided that we weren’t liable for his vehicles existing issue. He when to the police and complained. We were flabbergasted since he was clearly the aggressor. After the client left I personally apologized to all the clients that witnessed the confrontation with every person saying that I had showed a ton more patience then they ever would have. He then called the owner of the dealership and started screaming obscenities and was hung up on.

Consumer

Response:

My matter has not been resolved. I in fact got the vehicle repaired by a mechanic less than ½ mile away from Mahwah Ford for $99., Mahwah Ford attempted to charge me first $800 then $500 just to put it back to where it was when I first brought it in

Review: Sold car unsafe. Had problems before I got it home.Desired Settlement: Reimburse for bumper and lights.

Business

Response:

After receiving the first complaint letter from the Revdex.com our salesman, [redacted], contacted Mr. [redacted] about the complaint. Mr. [redacted] was upset over some damage on the front bumper. We agreed to and have ordered a new lower valance for his bumper to fix this issue but have since been unable to contact him. I just sent an email to schedule a date for repair as well.

Consumer

Response:

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]