Mathews Ford, Inc.

These are the text messages that were requested. Thanks, *** ***

I have review the service records found that on her first visit on 09/09/repair order 739682, she had two complaints. First was “THE VEHICLE IS JERKING, JUMPS WHEN DRIVING UP A INCLINE, LACKS POWERCHECK ENGINE LIGHT HAS NO CAME ON -ADVISE” found on line AThe second complaint was
“CUSTOMER STATES THAT EVERY TIME SHE FILLS UP GAS TANK THAT THE FIRST 2-STOPES THE VEHICLE STALLS OUT. AFTER DRIVING A LITTLE WHILE THE PROBLEM GOES AWAYADVISE.” Found on line B. The customer was only charge for diagnostic charges for line A. The technician tested the fuel checked evap lines and purge valve all ok, advised the engine needed the spark plugs changed and a fuel induction service performed to de-carbon the intake and throttle bodyThe customer was only charged for the diagnostics for line A. Complaint on line B could not be verified and she was not charged for thatShe paid $for this visitThe second repair, dated 5/11/2015, was the first time she complained about not being able to fill the gas tank. The technician testing found a gross pressure loss in the evap system. He then inspected the vapor lines and vent valves and found the evap canister was physically broken causing the fuel tank vent system to not work properly. We had to special order the part from the Dodge dealership so she paid our diagnostic fee totaling $and took her vehicle. She brought the vehicle back on 5/19/2015, repair order ***. He installed the new canister and retested, the vehicle still did not take fuel, he performed another pressure test on the evap system since the gross leak was now fixed and found the roll over vent valve, which is a part of the fuel tank assembly, failed to work causing back pressure to build in the tank which was the cause of the complaint. We tried to find a used tank and found that this has been a common problem with this vehicle and a used tank could not be found at the time. We quoted her a price to replace the tank and she declined, she also wanted us to put her broken evap canister back on since that did not fix the issue, and we didShe was not charged for this visitWe do not feel that she is entitled to any money being refunded. We performed the diagnostics she requested, installed a special order part to replace the physically broken one on her carWe went further to remove a special order part and then take it back off at her request and did not charge anythingShe declined all the recommended repairs for the vehicle. The customer had our technicians diagnose the problem then took it elsewhere to have the repairs performed

I am rejecting this response because:
Matthews Ford did agree to sell me the carThey DID NOT require any written agrrement just wanted to know how soon I could get there.In which I told themMrC*** made arangements with another salesman to finish the deal in cases he was not thereBut he never contacted management ?? If this is the case MrC*** made a huge mistakeI have the text messages from MrC*** and in no way does it reflect any confusion on my part or Matthews Ford.MrC*** is a sales professional at Matthews Ford he needs to act and be responsible for his actionsPeople are convicted of serious crimes from text messagesI don't understand why Matthews Ford thinks they should be able to get away with thisThey are making a offer to get another car, but state it might not be as niceAnd thats a way to settle this ? When they first got the car they were going to put the car on hold until I could get there to see itThere was no agreement to purchase at that timeI was honest and said no because that was not fair.It should have been available to anyone at that timeBut now we both parties agree to a purchase they sell itThey have there business practices backward.
Regards,
*** ***

While we are sorry that Mr*** had an issue with his car, we have offered to help himThe repair that the car needed is not covered under the day/mile warranty that was on his carHowever, we did agree to do the repair under the same 50/agreementHe was mistakenly told that
towing was covered, so we are not charging him for thatI have included a copy of the Federal Buyers Guide that he signed, showing the warranty as well as a copy of the *** that he signed for
Our total bill including the tow, is $We asked him to pay $plus tax for a repair that wasn't for a covered part

I received you letter dated May 25, 2016.No my complaint was resolved or is in the process of being resolvedit the old bull!.The information is not accurate of my issuesmy witnesses are being ignore?.I gave you the name and telephone number of my witnesses wasnever called to get to the truth the sale'man a lair and dishonest.My witnesses have no reason to lie .( You can't solve problems if you don't face the issues).You ignore my witnesses but excepting Mathews Ford answer becauseit a busines.The Bank did in one day what the Revdex.com officecouldn't do yet.My complaint was filed May 4, 2016.,it shame'ful.my car would of been still illegal being hold by Mathews Ford.My car was release only after the Bank call and don't excuse-Mathews Ford wrong doing.or release from obligation for the wayI was mistreated.Mathews Ford didn't want to know the truth of his employers lies anddeceive. I'm not the blame for his employers lies and scams and petty.it all about money and lying,mistreated you after the sale,I'm not getting into letters going back and force and no actionis taken.or complaint being put in adatadase or file cabinet andno real Investigated just passed the buck and ignore the issues ormy witnesses.( I don't want to keep repeating my self because my issuesand witnesses are being ignore the end justifies the means.The sale'man never mention or discussed during the sale of thevehicle that a total lie of a 50/50 warranty.I never seen no buyers Guide document.Why would I say I had a 30 dayswarranty if I wasn't told this it don't make common sense.The sale'man told me and my witness the car had a 30 days coveredwarranty and the sale'man know it.The loan documents were already made up.I never got to see orread any of the documents before signed they were put in front of meto sign.Their was no sticker on the car or warranty AS IS or 50/50that why I ask and told 30 days covered warrantyI didn't know I was being scams and lie to.I was giving a pamphlet after signed and the GUY told me it coverFree towing another lie. I never seen no multi-shield document yousent me.I was never ask if I wanted the multi-shield before it wasput in my loan because it was already put in my loan without askingme first.  I was told later they make money off these things like themulti-shield a reason to lie.I didn'k know I was being deceived on the 4 tires that theyknew the tires wouldn't passed expecting because the tread depth lessthan road saving.Do to their petty didn't care someone was hard orkill with danger treads that criminal.to cover-up their deceived me by putting black wall tire paint onthe out side of tires to look new that dishonest.the issues was ignore who care it not their car or life being play with.Fraud,deceived,and unfair business practice and illegal holdingmy car and abuse of power.I had a 30 days covered warranty and the sale'man knew it andmy witness who was there.I'm not doping my complaint against mathews Ford just because my carwas release they have no right to illegal holding my car because theyblack mailing be for more money I didn't owe.The paper work are lies and deceit'ful after the fact have no merit.My witnesses and issues were ignore.When the sale'man said I had a 30 days covered warranty,He didn'tthink the car would stop running before the 30 days so,He had to lie.The point my car would still being illegal hold if it wasn't for theBank from May 4, 2016 until now or more.and no accountability.A car I pay for honest and they were dishonest.

I am trying to respond online but it is not working. Hopefully this is acceptable. Attached, please find a copy of the [redacted]. Mr. [redacted] was also provided a copy of this at delivery. Also, the signed Buyer's Guide is attached showing that the warranty is a 50/50 coverage on the internally lubricated parts of the engine, transmission and final drive. The repair that was performed on his car was NOT a covered repair, but we still did it at no cost. Eric H[redacted] Sales Manager Mathews Ford Inc.

Matthews never diagnosed the problem. They fixed one thing they thought might be wrong with it and when the fixed that, it didn't solve the problem. I had them remove that part because it didn't solve the problem. I didn't have the money to fix extra things that were broke if it didn't fix what I complained about. My main concern is how they treated me. The service department was rude and not helpful. I don't know a lot about cars and I felt like they were taking advantage of that. When I came back to pick up my car, I said I would have to bring it back to have the old part put back on because I had to have my car back to pick up my kids, when I brought it back the next day to have them do that, I asked if they were going to continue looking for the problem and very rudely the replied no we are only putting the old part back on. We have no intentions of continuing to look for the problem. I'm not happy about the whole experience. I have purchased 4 vehicles from Mathews and because of this experience I will not be going back to give them any of my business because of how I was treated.

In response to complaint filed by Mr. [redacted]. We are sorry for the unfortunate situation that occurred while trying to sell him the focus. We have also offered to try and purchase another one for him as we did this one. We understand that we may not be able to find them another one as nice...

as this one. However, we had luck finding this one for them so we may be able to find another.In order to purchase a vehicle from Mathews Ford and have a legal contract it takes a few things of which Mr. [redacted] did not have. 1. It takes a written buyers order with approved figures and signed by Mr. [redacted]. 2. It takes a managers signature on the buyers order as well. 3. We also require a depositMr. [redacted] was in the dealership and meet with Andy Campbell on 12/31/16 after numerous contacts by phone and email. On 1/02/17 we purchased the focus in question with the [redacted]es in mind. Andy contacted them and let them know that we had purchased a focus and that it would be in in a few days. On 1/07/17 the [redacted]es came in to look at the focus. At that time they made an offer of $11,000 including sales tax. We had to decline their offer. On 1/11/17 Andy contacted Mr. [redacted] and asked if they had reconsidered the Focus, he then suggested that Mr. [redacted] may be able to get to get it bought for $13,000 including sales tax. Mr. [redacted] said he would get back to him and that he had two others he wanted to see on Saturday the 14th. On Thursday the 12th another customer stopped in to look at the same focus with another salesman. That same customer came in on the morning of Friday the 13th to work out a purchase on two vehicles, the focus and a second vehicle. Andy received a text from the [redacted]es, while he was at lunch, stating that they would skip there appointments to look at the other two vehicles if Mathews would accept an offer of $12500 including sales tax. Andy asked them when they could get to the dealership to try and finalize a deal. They said it would be later in the day after work.When Andy got back from lunch he informed the manager, that he had previously worked the [redacted]es deal with, about their offer. The manager explained that there was a customer currently in the store finalizing the paperwork on the focus in question. The customer was here signing paperwork and paying for the vehicle and that takes precedence over someone coming in later in the day with an offer not accepted by management. Andy was informed at that time to contact the [redacted]es and let them know the vehicle was sold.Mathews Ford feels bad when these types of situations happen, but they do happen occasionally, therefore that's why we have specific policies in place on what constitutes a deal. In this particular case the [redacted]es had ample time to purchase the vehicle and their delay in making a decision cost them this focus. Although that is unfortunate, that does not constitute backing out on the deal with the customer that is currently here. We would not have purchased this focus with them in mind had we not wanted to earn their business. As stated before, we are willing to try to find them another suitable focus. However, we can not guarantee any specific price until the vehicle is purchased, delivered and inspected.

Mr. [redacted] filled out a credit application online on Monday September 28, 2015 at 9:58AM. I have attached a copy of the notification that we receive anytime a credit application is submitted outside of the dealership. I apologize if he didn't want his credit pulled but it is our procedure to process...

applications as they come in.

The [redacted]s were offered a cancelation of the deal after their first complaint before taxes were paid and the deal was cashed at the bank. We presented a deal trading the Buick in on there old car and that was not acceptable to them. The repairs that have been done to the Buick have...

not been under the warranty the car came with and we have paid for all of them. A week ago the car was in the shop for something leaking that couldn't ever be verified. Our technician was spending  a few hours of non pay time to chase a leak that wasn't there. Mr [redacted] became very upset with me and said that the car was certified and I explained to him that we as a Ford dealer can not certify a Buick but he insisted that it was and called me a putz. The money that has been spent on the car has been spent by us even when there was nothing wrong with the car. I am sure the [redacted]s are good people but we just cant seem to assist them with out them getting angry.

I AM THE SERVICE MANAGER AND WAS NOT AWARE OF THIS COMPLAINT.  I TOOK IT TO THE GENERAL MANAGER OF THE DEALERSHIP, WHO WAS AWARE OF THE SITUATION, AND HE SAID THE CUSTOMER HAS BEEN CONTACTED AND WE ARE TAKING CARE OF THE CUSTOMERS CONCERN.  IF I CAN BE OF ANY FURTHER ASSISTANCE YOU MAY...

CALL MY OFFICE AT ###-###-#### EXT 242.THANK YOU.

We are sorry that she had an issue with the car so soon after she purchased it. It is unfortunate that the issue was not covered under her warranty, however we did perform what should have been over $1200 worth of service at a cost of only $500.While we understand her frustration, we feel that we...

did the right thing by paying more than half of the bill for a repair that was not covered.