Martin Ford Sales, Inc.

In response to complaint #*** dated 11/07/
On 03/08/we took in on trade a Ford Edge with 93,miles on itOn 03/12/we brought it into our service department for a safety inspection as per State of Wisconsin Used Vehicle Sales requirementsA complete safety inspection
was performed, at which time we replaced both front outer tie rod ends, front brake pads, both front brake rotors, performed a wheel alignment, changed engine oil & oil filter and replaced engine air filterOn 04/22/the vehicle was sold with 93,miles on itThe customer also purchased at month 0r 36,mile service contractSince the time of purchase the customer has not returned the vehicle to us for any service problemsIt does have extended service claim paid by Ford Motor Company (performed at a different Ford Dealership) on 10/20/with 100,miles on itThat is over miles and months since the customer took delivery of the vehicle! In the complaint dated 11/07/the customer stated that “the cabin air filter was black” Cabin Air Filters are there to filter the air that goes into the passenger compartment and are subject to environmental conditions i.eDust, pollen etcand it is impossible to anticipate when it is going to need to be replaced! That being said, Cabin Air Filters are a comfort feature not a safety feature and are subject to regular maintenanceThe extended service claim that was paid by Ford Motor Company on 10/20/was for two outer tie rod ends that had excessive movement and at that time they also found a broken spring for the e-brake that caused the e-brake shoe to jam between the rear rotor and the backing plate, Ford paid for new hardware, backing plate, and rotor to be installed under the customers service contractAs for the battery cables having aftermarket ends on them, although we did not install the aftermarket ends on the battery cables, that is a common practice in the service industry, rather than replacing the entire cable at a much greater cost for parts and laborOn 11/06/at approximately 3:45pm the customer called us complaining about the battery cables and told us they didn’t feel safe driving there vehicle out to us at which time we informed them that they had free towing with ther service contract the customer then asked us if we could get it fixed that dayWe informed them that it was now 4:and that there was no way that we could get the vehicle to us and fixed by 4:when our Tec’s go home, however we did tell them we would try to get it done the next day, or possibly Monday depending on what it neededThey then asked us what they would do for transportation until the vehicle was fixed, we informed them that we didn’t have any loaners available but we would try to get there vehicle repaired as soon as possible! At that time they informed us that they would take it to the dealer that was closer to them! As for the customers “desired settlement” We at Martin Ford Pride ourselves on performing through Safety Inspections on all of our used vehicles! It is impossible for us to anticipate what is going to go wrong with a used vehicle after the sale! In this case I do ot see anything that would warrant a buyback of this vehicle!

Review: (06 Ford Expedition)Engine light came on. Vehicle still ran perfectly. No problem with vehicle sound or operation. Left vehicle with Martin Ford dealership to check engine light. A week later they Charged me $268.47. I paid bill and drove away but within 5 minutes the same light came back on. I drove back to Martin Ford and left the vehicle (which was still running flawlessly) with service dept. Days later they called and said I needed a repair which would cost from $1,500.00 - $2,000.00. I asked if they were sure this would turn the engine light off, and they said yes, so I said o.k. Appox. one and a half weeks later the vehicle was "done". In the evening I paid the second bill of $2,486.61 and drove home. The next day, after approx. 30 minutes of run time the same engine light came back on! I called Martin Ford and told them the light was back on. They said to bring it back in and that I might have to pay more to fix the problem, but they will look at it again. I have paid Martin Ford $2,755.08 so far and they haven't fixed the engine light "on" problem.Desired Settlement: Finish the job with no more charges to me and Guarantee their work. I have already paid $2,755.08

Business

Response:

In response to your letter dated 8/22/2014 (ID# [redacted]) that we received today 8/26/2014.

Review: I bought a 2008 ford edge from Martin Ford. Since I bought the edge in April I have had it in for service 3 times. The first time was for a tire when Porcaro ford dealer inspected the edge found the cabin air filter were black and not changed. when I contacted martin about it they said they replaced the filters. I brought it for routine maintenance at Porcaro ford and they found that the tie rod ends were put in backwards and also the back rear brake was dragging. I called Martin ford to ask what they were going to do about it. They said there is nothing they can do about it and also they checked the car and nothing was wrong with it before they sold it. The sales person said that there was a lot wrong with my car when I trade it in and there is nothing I can do because you didn't bring it to me. I had to bring it back for the third time to Porcaro ford because the battery cables were cracked and the car was turning off while driving. The battery cables had aftermarket connectors on them that had broken off causing the car to shut off. I call martin ford to complain about the issues and they told me to have it towed to them and they would get to it either Friday or Monday. When I asked how would I get around with out a car they said it was not there problem. Porcaro was able to fix the battery cables the same night and get me back on the road. Martin also told me that this is why we sell the factory extended warranty for when things break.Desired Settlement: I would like to get all the money back that I spent on repairs. I understand the cars get checked off before sold and the sales man said everything was good on the car bought it has not been. I would like to have Martin ford take the car back and call it even if it all possible.

Business

Response:

In response to complaint #[redacted] dated 11/07/2014.

On 03/08/2014 we took in on trade a 2008 Ford Edge with 93,659 miles on it. On 03/12/2014 we brought it into our service department for a safety inspection as per State of Wisconsin Used Vehicle Sales requirements. A complete safety inspection was performed, at which time we replaced both front outer tie rod ends, front brake pads, both front brake rotors, performed a 4 wheel alignment, changed engine oil & oil filter and replaced engine air filter. On 04/22/2014 the vehicle was sold with 93,744 miles on it. The customer also purchased at 36 month 0r 36,000 mile service contract. Since the time of purchase the customer has not returned the vehicle to us for any service problems. It does have 1 extended service claim paid by Ford Motor Company (performed at a different Ford Dealership) on 10/20/2014 with 100,962 miles on it. That is over 7200 miles and 6 months since the customer took delivery of the vehicle! In the complaint dated 11/07/2014 the customer stated that “the cabin air filter was black” Cabin Air Filters are there to filter the air that goes into the passenger compartment and are subject to environmental conditions i.e. Dust, pollen etc.. and it is impossible to anticipate when it is going to need to be replaced! That being said, Cabin Air Filters are a comfort feature not a safety feature and are subject to regular maintenance. The extended service claim that was paid by Ford Motor Company on 10/20/2014 was for two outer tie rod ends that had excessive movement and at that time they also found a broken spring for the e-brake that caused the e-brake shoe to jam between the rear rotor and the backing plate, Ford paid for new hardware, backing plate, and rotor to be installed under the customers service contract. As for the battery cables having aftermarket ends on them, although we did not install the aftermarket ends on the battery cables, that is a common practice in the service industry, rather than replacing the entire cable at a much greater cost for parts and labor. On 11/06/2014 at approximately 3:45pm the customer called us complaining about the battery cables and told us they didn’t feel safe driving there vehicle out to us at which time we informed them that they had free towing with ther service contract the customer then asked us if we could get it fixed that day. We informed them that it was now 4:00 and that there was no way that we could get the vehicle to us and fixed by 4:30 when our Tec’s go home, however we did tell them we would try to get it done the next day, or possibly Monday depending on what it needed. They then asked us what they would do for transportation until the vehicle was fixed, we informed them that we didn’t have any loaners available but we would try to get there vehicle repaired as soon as possible! At that time they informed us that they would take it to the dealer that was closer to them! As for the customers “desired settlement” We at Martin Ford Pride ourselves on performing through Safety Inspections on all of our used vehicles! It is impossible for us to anticipate what is going to go wrong with a used vehicle after the sale! In this case I do ot see anything that would warrant a buyback of this vehicle!