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.Revdex.com:In response to Kerry Fords/Mitsubishi ID # [redacted]:The stipulations they are speaking of are the C.A.C. -STIPS which I am providing to you. I meet all on the list and was told I made more than enough money to buy the car. The statement made in their response on pickup of the vehicle is not what they said at the time, what was said was they needed another 2 weeks of pay stubs because the first 2 stubs I had a short week. So I had to wait 1 week to produce this, sent it to them that's when I was told they couldn't get me approved. They knew of my employment situation from the start. I still say they owe me for the insurance payment.
Regards,
[redacted]
I have looked in to this situation and the customer is correct, the wrong sale price was used. I'm not sure way why this has taken so long to get corrected but we are happy to correct the error. our Finance Director Justin H[redacted] has attempted to reach out to this customer to discuss a...
refund but has not made contact. The customer should call Justin so we can make the adjustment. Art H[redacted]General Manager
I'm sorry the customer is still unhappy, however Kerry Ford has no say in whether a loan is approved or declined, the stip requirement is from the bank and not Kerry Ford. It's important for the customer to understand we want his loan to be approved, that's the only way we can sell him a car. All we can do is present the customers info and stips to the bank, the decision is theirs and it is not uncommon for a bank to change it's decision as information presents itself. [redacted]General ManagerKerry Ford
response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like a better description of this "security product" so that I can remove it from my vehicle and return it to the dealer. The business can email me at [redacted].
Regards,
[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.]
Regards,
[redacted] While I DO ACCEPT the actual resolution, I DO NOT ACCEPT the lies the business is telling. I NEVER SAID THE LOAN WAS PAID OFF!! I clearly state, in the first sentence of my complain,t that I DID NOT have gap insurance and I also made this clear to Roy the finance manager who was handling the cancellation request. For the business to say this process was "held up" because I led them to believe the loan was paid off is a BLATANT LIE!!! The initial request was NEVER PROCESSED due to the business not because of any "mis-information" I supposedly provided. I really RESENT Kerry Ford's "interpretation" of events. LIAR, LIAR, pants on fire!!!
I'm sorry this car was sold before the customer was able to come in and purchase it. It is our policy not to hold cars without a written contract and deposit and all vehicles remain for sale until such time. We would be happy call the customer as similar vehicles become...
available but we cannot take phone commitments the customer will have to come to make the purchase. [redacted]General Manager
After receiving this complaint we contacted the customer via email. This refund was being held up because we never received proof that the consumers loan was paid off. She states in the complaint that she provided us with proof of payoff. Upon further investigation we determined that the vehicle...
loan is not paid off which is why she was never able to provide us with proof of payoff. We emailed her over a new cancelation request which she promptly signed and returned to us. We now have all required documentation to process her refund. The check will be sent out tomorrow for the refund and will go to the lienholder which will lower her outstanding balance. We believe the customer to be happy witht this outcome.
Revdex.com:
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]
We are aware of the customer’s dissatisfaction and certainly
apologize. Upon investigating the complaint we definitely found some
inaccuracies, yet there are certainly steps that we can take to enhance the
consumer experience moving forward. The customer was given the A plan discount
pricing...
that they are entitled to. The confusion is stemming from the negative
equity from the consumers trade vehicle. The additional amount of the negative
trade equity was added to the A plan price and disclosed to the customer. The
customer signed the disclosure acknowledging that the negative equity was being
added. We clearly failed in communication when it came to explaining it to the
customer. This miscommunication resulted in the customer being under the
impression that we over charged him which was not the case. Moving forward we
will take steps to avoid this confusion to avoid alienating the consumer. We genuinely
apologize for any inconvenience.
I just spoke with [redacted]. She is absoultely correct her payoff was overstated by $170.61. We mailed a check for $170.61 to he her today. I have attached the copy of the check to this response. This was an oversight originally and then we didnt follow thru to solve the problem. I genuinely...
apologized to [redacted] and she assures me she is happy now. Sincerely Justin H. Finance Director Kerry Ford.
The customer was qualified for a vehicle loan with some stipulation from the lending institution however when the customer came to pick up the vehicle it was discovered he was not employed full time therefore the banks approval was void. I would suggest the customer contact the insurance...
company and ask for a refund since he did not take delivery of the vehicle. [redacted]General Manager
I am sorry for the miscommunication when the customer purchased their tires. We want every customer to be happy with there decision to do business with us, sometimes we miss something the customer has requested when they bring their vehicle to us. We will continue to work on our communication skills to prevent things like this from happening in the future. We would be happy to send the customer two free oil change certificates. [redacted]
I'm sorry there was confusion on the trade in payoff and more importantly I regret that one of our managers was less than respectful to the customer. We have made it clear that this is not acceptable behavior. we will gladly refund the additional amount collected. Art H.General Manager
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.Revdex.com:In response to Kerry Fords/Mitsubishi ID # [redacted]:The stipulations they are speaking of are the C.A.C. -STIPS which I am providing to you. I meet all on the list and was told I made more than enough money to buy the car. The statement made in their response on pickup of the vehicle is not what they said at the time, what was said was they needed another 2 weeks of pay stubs because the first 2 stubs I had a short week. So I had to wait 1 week to produce this, sent it to them that's when I was told they couldn't get me approved. They knew of my employment situation from the start. I still say they owe me for the insurance payment.
Regards,
[redacted]
I have looked in to this situation and the customer is correct, the wrong sale price was used. I'm not sure way why this has taken so long to get corrected but we are happy to correct the error. our Finance Director Justin H[redacted] has attempted to reach out to this customer to discuss a...
refund but has not made contact. The customer should call Justin so we can make the adjustment. Art H[redacted]General Manager
I'm sorry the customer is still unhappy, however Kerry Ford has no say in whether a loan is approved or declined, the stip requirement is from the bank and not Kerry Ford. It's important for the customer to understand we want his loan to be approved, that's the only way we can sell him a car. All we can do is present the customers info and stips to the bank, the decision is theirs and it is not uncommon for a bank to change it's decision as information presents itself. [redacted]General ManagerKerry Ford
I have reviewed the...
response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like a better description of this "security product" so that I can remove it from my vehicle and return it to the dealer. The business can email me at [redacted].
Regards,
[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.]
Regards,
[redacted] While I DO ACCEPT the actual resolution, I DO NOT ACCEPT the lies the business is telling. I NEVER SAID THE LOAN WAS PAID OFF!! I clearly state, in the first sentence of my complain,t that I DID NOT have gap insurance and I also made this clear to Roy the finance manager who was handling the cancellation request. For the business to say this process was "held up" because I led them to believe the loan was paid off is a BLATANT LIE!!! The initial request was NEVER PROCESSED due to the business not because of any "mis-information" I supposedly provided. I really RESENT Kerry Ford's "interpretation" of events. LIAR, LIAR, pants on fire!!!
I'm sorry this car was sold before the customer was able to come in and purchase it. It is our policy not to hold cars without a written contract and deposit and all vehicles remain for sale until such time. We would be happy call the customer as similar vehicles become...
available but we cannot take phone commitments the customer will have to come to make the purchase. [redacted]General Manager
After receiving this complaint we contacted the customer via email. This refund was being held up because we never received proof that the consumers loan was paid off. She states in the complaint that she provided us with proof of payoff. Upon further investigation we determined that the vehicle...
loan is not paid off which is why she was never able to provide us with proof of payoff. We emailed her over a new cancelation request which she promptly signed and returned to us. We now have all required documentation to process her refund. The check will be sent out tomorrow for the refund and will go to the lienholder which will lower her outstanding balance. We believe the customer to be happy witht this outcome.
Revdex.com:
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]
We are aware of the customer’s dissatisfaction and certainly
apologize. Upon investigating the complaint we definitely found some
inaccuracies, yet there are certainly steps that we can take to enhance the
consumer experience moving forward. The customer was given the A plan discount
pricing...
that they are entitled to. The confusion is stemming from the negative
equity from the consumers trade vehicle. The additional amount of the negative
trade equity was added to the A plan price and disclosed to the customer. The
customer signed the disclosure acknowledging that the negative equity was being
added. We clearly failed in communication when it came to explaining it to the
customer. This miscommunication resulted in the customer being under the
impression that we over charged him which was not the case. Moving forward we
will take steps to avoid this confusion to avoid alienating the consumer. We genuinely
apologize for any inconvenience.
I just spoke with [redacted]. She is absoultely correct her payoff was overstated by $170.61. We mailed a check for $170.61 to he her today. I have attached the copy of the check to this response. This was an oversight originally and then we didnt follow thru to solve the problem. I genuinely...
apologized to [redacted] and she assures me she is happy now. Sincerely Justin H. Finance Director Kerry Ford.
The customer was qualified for a vehicle loan with some stipulation from the lending institution however when the customer came to pick up the vehicle it was discovered he was not employed full time therefore the banks approval was void. I would suggest the customer contact the insurance...
company and ask for a refund since he did not take delivery of the vehicle. [redacted]General Manager
I am sorry for the miscommunication when the customer purchased their tires. We want every customer to be happy with there decision to do business with us, sometimes we miss something the customer has requested when they bring their vehicle to us. We will continue to work on our communication skills to prevent things like this from happening in the future. We would be happy to send the customer two free oil change certificates. [redacted]
I'm sorry there was confusion on the trade in payoff and more importantly I regret that one of our managers was less than respectful to the customer. We have made it clear that this is not acceptable behavior. we will gladly refund the additional amount collected. Art H.General Manager