Malouf Ford-Lincoln, Inc.

To Whom It May Concern In reference to Mr *** *** his concern has been resolved by Malouf Buick/GMC and we were able to have his vehicle repaired under
his expired extended warranty coverageThe service team contacted General Motors to Plead his case of being a loyal GM customer and hadthem agree to cover the repair for a $deductible*** was very satisfied with this outcome and continues to patronage our facility

The dealership has never had a practice of waiving any charges, as the Lease agreement is between the customer and Ford Motor Credit as is the inspection processFord Motor Credit, not the dealership, sends a third party inspection company, of which the dealership has no interest in, nor any power to waive damage
What Mr*** was explained by the manager was that years ago the dealership was allowed to do the physical inspection when the vehicle came off lease That responsibility was taken away from all dealerships by Ford Motor Credit several years agoThe agreement to keep the vehicle damage-free or, to be responsible for the damage is standard in any lease contract, and, as such that agreement is between the customer and the lease company, which in this case is Ford Motor Credit
It is our understanding that Ford Motor Credit reduced the original amount to repair from $to $322.72, a savings to Mr*** of $ This reduction is totally at the discretion of Ford Motor Credit
The dealership has no authority to waive charges, nor did we ever mislead Mr*** or any other customer to believe that we could

Customer *** ***'s concern was addressed and customer only paid his $deductiblevehicle was slightly
out of warranty by only miles, So *** *** called General Motors extended warranty representative and had them agree to perform customers repairs for only his deductibleCustomer is Satisfied with resolution and will return for service*** *** *** *** **
*** *** ***

Response:
sans-serif;">[redacted], I personally spoke with [redacted] addressing his concerns. At no time did we ask his son to bring in vehicle to have my service department, review for any damage as that is not done by dealer. There is a company that inspects the vehicles for the leasing company, and at no time do we get involved. I personally helped [redacted] and his son get out of there vehicle and into a new one. He was over on his miles allowed and I did my best to assist him,as it was no easy transaction. I also helped him in the past and was quite shocked by complaint. I told him we never pay damage on a vehicle that was leased. If his son damaged the car, he would be solely responsible, as it would not be fair to me to pay for something that his son had done. There was a point in our conversation when [redacted] asked me to pay the 843.23 and after informing him I am not responsible for damage incurred by his son, he then asked me to pay half the damage, which somewhat surprised me, as if he was just taking a shot at me. Again I told him we are not responsible for his sons actions. I will go above and beyond for all my customers, but we do not pay for lease return damage. He mentions he had no indication he would be responsible,yet it clearly spell it out on the lease for contract for the returned car. We do not have Revdex.com cases. We believe in our reputation,and stan clear of controversy. This is simply putting the blame where it does not belong. Thank you for the opportunity to respond. [redacted], GM Malouf Chevrolet. Please feel free to contact me.
Sent on: 8/4/2015 10:23:11 AM
Sent by: [redacted]

Malouf Ford-Lincoln does not inspect nor does Malouf Ford-Lincoln assign charges when a customer turns in a lease vehicle. Ford Motor Credit retains a third party inspection company at their expense. The third party company inspects all vehicles and assigns charges...

for any and all  damages . The dealership has absolutely no say in this process. We are sure that all customers are aware that they are responsible for any damages that occurred while the leased vehicle was in there possession as stated in their lease agreement. As a matter of goodwill, and out of respect for the fact that Mr. [redacted] released a Ford vehicle, Ford Motor Credit reduced the original amount of $ 622.72 by $300.00, leaving a balance due from Mr. [redacted] of only $322.72.Malouf Ford - Lincoln regrets the perception of Mr. [redacted] that the dealership should somehow be responsible for damages incurred while the vehicle was in his possession. But we do feel that since Mr. [redacted] is not a stranger to the sales/lease process we are sure that he understands that any damage would be his responsibility.

Review: Mr. [redacted] …. I am forwarding you this email as I have been trying to resolve this issue for the past four weeks … I have spoken to [redacted] who referred the matter to Sales Manager [redacted] who has yet to return numerous phone messages left for him but would rather email me his responses.

Some Background information: Upon purchasing a new 2015 [redacted] (turning in a 2012 [redacted]) for my son, I asked the following questions at least 3x: “ Is there any other liability on my part before I commit to a new [redacted]” ??

The answer was the same each time …. NO …………. and this would also be after my son was asked to bring the vehicle in so your service department could look it over and review any damages or wear and tear …. Again NO indication or mention that I would be responsible for any wear and tear damage.

Unfair Selling Practices are clearly evident in this matter.

I have purchased and leased numerous vehicles over the years and have never been misled as I have been by your dealership. In the meantime I have GM Financial calling me daily regarding the $843.23 payment.Desired Settlement: Full Payment of $843.23

Business

Response:

Response:[redacted], I personally spoke with [redacted] addressing his concerns. At no time did we ask his son to bring in vehicle to have my service department, review for any damage as that is not done by dealer. There is a company that inspects the vehicles for the leasing company, and at no time do we get involved. I personally helped [redacted] and his son get out of there vehicle and into a new one. He was over on his miles allowed and I did my best to assist him,as it was no easy transaction. I also helped him in the past and was quite shocked by complaint. I told him we never pay damage on a vehicle that was leased. If his son damaged the car, he would be solely responsible, as it would not be fair to me to pay for something that his son had done. There was a point in our conversation when [redacted] asked me to pay the 843.23 and after informing him I am not responsible for damage incurred by his son, he then asked me to pay half the damage, which somewhat surprised me, as if he was just taking a shot at me. Again I told him we are not responsible for his sons actions. I will go above and beyond for all my customers, but we do not pay for lease return damage. He mentions he had no indication he would be responsible,yet it clearly spell it out on the lease for contract for the returned car. We do not have Revdex.com cases. We believe in our reputation,and stan clear of controversy. This is simply putting the blame where it does not belong. Thank you for the opportunity to respond. [redacted], GM Malouf Chevrolet. Please feel free to contact me.Sent on: 8/4/2015 10:23:11 AMSent by: [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Mr [redacted] does not have his facts right ..... during our conversation I advised him I was surprised that his company would not make some type of counter offer on the balance due, which he did not find acceptable. My son and I would have been satisfied with splitting the balance but he said that was not going to happen .... indicating to me that I was not truthful.Again, his salesman [redacted] told me on numerous occasions that I assume NO LIABILITY on the 2012 [redacted] if my son and I leased a new car with them. In my 40 years of leasing and purchasing vehicles from various automobile companies I have never had an issue with the dealership nor made a single complaint for that matter.The Malouf salesman was dishonest with my son and I and there sales practices are not be trusted. Needless to say I will never purchase another vehicle from this dealership and I will advise others of there position on this matter.

Regards,

Review: I dropped my 2009 Acadia off 0n June 30,2015 as directed by my On Star report to kave the check motor light checked. On July 8,2015 I picked up my Acadia at 1740 hour.They had replaced the two timing chains and associated parts My vehicle had 56,333 miles on it and there was no charge. The next day July 9th I retuned the vehicle because it was in worse shape than when I first brougth it to them and the check motor light eas still on along with other warnings and again I checked with On Star and they ran a diagnostic test and validated my concerns. Now Malouf' s Repair Mngr. wants the loner vehicle back and for me to pay apprx.$700.for something they did.They have called me again today July 29. They still have my vehicle and are insisting that I messed with my suv and fouled up the transmission.I told them that their shop ia the only ones to touch that vehicle. I should not have to pay for their neglegence and fraud by letting me take my suv while telling me "I was fixed Good as New." back on July 8th. After apprx three miles the vehicle was not safeDesired Settlement: I have purchased my last three vehicles from Malouf with never a problem. Now I am being railroaded by an abnoxcious Repair Mngr who just an hour ago acussed me of working on and destroying my own transmission part. He made other accusations about my not taken care of my suv,I explained to this incompetant Mngr that he should look up their own records to see that I only have taken my vehicle to their shop for all neccessary prvenative care and that no one else works on my vehicle including me accept when I add windshield wassher fluid

Business

Response:

To Whom It May Concern. In reference to Mr [redacted] his concern has been resolved by Malouf Buick/GMC and we were able to have his vehicle repaired under his expired extended warranty coverage. The service team contacted General Motors to Plead his case of being a loyal GM customer and hadthem agree to cover the repair for a $100.00 deductible. [redacted] was very satisfied with this outcome and continues to patronage our facility.

Review: I dropped my 2009 Acadia off 0n June 30,2015 as directed by my On Star report to kave the check motor light checked. On July 8,2015 I picked up my Acadia at 1740 hour.They had replaced the two timing chains and associated parts My vehicle had 56,333 miles on it and there was no charge. The next day July 9th I retuned the vehicle because it was in worse shape than when I first brougth it to them and the check motor light eas still on along with other warnings and again I checked with On Star and they ran a diagnostic test and validated my concerns. Now Malouf' s Repair Mngr. wants the loner vehicle back and for me to pay apprx.$700.for something they did.They have called me again today July 29. They still have my vehicle and are insisting that I messed with my suv and fouled up the transmission.I told them that their shop ia the only ones to touch that vehicle. I should not have to pay for their neglegence and fraud by letting me take my suv while telling me "I was fixed Good as New." back on July 8th. After apprx three miles the vehicle was not safeDesired Settlement: I have purchased my last three vehicles from Malouf with never a problem. Now I am being railroaded by an abnoxcious Repair Mngr who just an hour ago acussed me of working on and destroying my own transmission part. He made other accusations about my not taken care of my suv,I explained to this incompetant Mngr that he should look up their own records to see that I only have taken my vehicle to their shop for all neccessary prvenative care and that no one else works on my vehicle including me accept when I add windshield wassher fluid

Business

Response:

Customer [redacted]'s concern was addressed and customer only paid his $100.00 deductible. vehicle was slightly out of warranty by only 300 miles, So [redacted] called General Motors extended warranty representative and had them agree to perform customers repairs for only his deductible. Customer is Satisfied with resolution and will return for service.[redacted]

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.