Marion Ford Inc

Based on our CRM records, on July 2, 2016, Watermark Ford Hyundai sold a Chevrolet Malibu to *** *** with an existing manufacturer warranty which covers select parts and systemsAt that time of the transaction, additional extended warranty coverage was offered for purchase and was
declined by the consumerAfter the purchase of the vehicle and in late August, the engine had a mechanical failure, which was covered by the manufacturerThe vehicle was repaired by an area dealership representing the manufacturer, at no cost to the consumerDuring the time to repair, a complimentary loaner car was provided by our dealership to the consumerAfter the engine work was completed, the vehicle was returned to the consumerSometime later, the vehicle experienced a problem with the turbo system, which was a result of the warranty work done at the manufacturer's dealershipWe towed the vehicle, delivered a loaner to the consumer, and diagnosed and repaired the faulty work (at no charge to the consumer)While the work was being completed, the consumer expressed interest in trading the vehicleWe offered full credit of the purchase price in trade value toward a replacement vehicleThe offer was declined and the consumer elected to keep the MalibuThe consumer returned to our service department and expressed concern for some items that are not covered by the manufacturer's warranty and were operational coverages that could have been purchased at the time of deliveryOur service department informed the consumer that the items are not covered and will be subject to a diagnostic fee and subsequent repair costsAt that time, the consumer returned to the car and sped out of the service lane with complete disregard to human life, endangering employees and guestsOur response and advice is to direct all manufacturer defects to a manufacturer repair facility

Initial Business Response /* (1000, 5, 2015/10/30) */
Contact Name and Title: [redacted] General Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@watermarkautogroup.com
The customer did not purchase the vehicle from us, therefore we are not inclined to refund their purchase price. Any such...

reimbursement would need to be fulfilled by Ford Motor Company or the selling dealer. Marion Ford did not charge the customer for the last deductible or towing charge after the customer and his father screamed at, and belittled the employees at Marion Ford. The repair we completed was a faulty repair from the previous dealership that worked on the vehicle. The vehicle was not at our facility "17-18 times". It was finally determined that the customer continued to use an unauthorized fuel source (according to the owner's manual) in the vehicle and the warranty should actually be null and void. We were forced to take the same stance as [redacted] Ford. After a significant amount of abuse from the customer and the unwillingness to cease the use of an unauthorized fuel source, [redacted] Ford and Marion Ford declined to continue to work on the vehicle under any type of warranty claim. The latest repair completed on the vehicle was not related to any previous repair we had completed and was most likely the result from the customer's use of an unauthorized fuel source that was the origin of all the vehicles internal engine and fuel delivery issues. The technician that is being referred to in this claim has the highest level of certification and worked directly with Ford's technical service hotline. All repairs were completed to the recommended specifications of Ford and its repair process. We would like to respectfully decline the request to reimburse the customer in any way. In addition, we cannot in good faith make any further repairs to the vehicle. The customer is obviously not satisfied with us and we absolutely understand his frustration with his vehicle. Therefore, we think it is best for us both to part company at this time.