Metro Ford Sales Inc.

Mr*** bought a Ford Escape on January 16,The contracted amount was for the GE x-plan priceWe have a signed credit application to extend credit, we called him into different banks, with no approvalsWe sent him to further banks to finally get him approved at Berkshire BankMr
*** wanted $payment range so he needed month financingMetro Ford got him approved at Berkshire Bank months 5.49% apr (very good month rate) for a payment of $543.15. He signed the contract and left Metro Ford a very happy customer that he was approved for credit of $37,727.30. His credit score probably dropped because he took on debt of $37,for monthsCredit inquiries only drop score a few points, the taking on of debt will affect the score more dramatically. We cannot take the car backHe can trade it anywhere he wants to if he doesn't like it. If you would like any more information, please let me know. Thank you, David J D***

When I met with the sales representative to negotiate and finalize the deal, I inquired about the lease I was turning in because there were payments left and there was damage. He made it clear both verbally and in writing that I owed nothing further on my old lease and that it was all taken into consideration on my new monthly payments. When I received the first bill from Ford asking for payment I reached out to him via text message and he responded that it was incorrect that I received that and that I did not owe anything and he would take care of it. Unfortunately he no longer works there. Although they have indicated that they could not have indicated I did not owe anything the person that represented their company did and did so more than once. Once I was told the sales person was gone I emailed Metro and left messages for both the President and Vice-President but did not receive any calls back. I rejected this offer verbally to Victoria a while ago as I was assured the only payments I had due were the monthly payments on my new vehicle. I have advised my attorney to move forward with complaint with Attorney General's office and small claims court if necessary. I tried to resolve this without taking it further and in a timely manner.

This is in answer to a customer complaint with ID *** and your letter dated October 6, 2015. We do understand the customer's concern with her *** ExplorerTo state that our dealership is unethical and unfair couldn't be further from the truthWhen the mark on the bumper was discovered upon delivery, the sales person immediately offered the customer a choiceYes, even though it had already been registered we gave the customer the choice ofcancelling the sale or fixing it immediately and we would provide the customer with a loaner vehicleCustomer chose to take the car and return with it, so the Body Shop could put a brand new bumper cover onWhen customer returned with the car and the bumper cover was replaced, the Body Shop noticed that the insulator, which is made of Styrofoam, was cracked alsoWe were under no obligation to tell the customer about this but we did, because we had nothing to hide. Metro *** has been up-front with the customer from the day of deliveryWe acknowledged the mark, we gave the customer a choice, and we followed up with our promise to replace the bumper cover and insulator with brand new *** parts. We have been in business since and have had very few unresolved customer concerns during those yearsWe are a dealership with integrity and we have an excellent rapport withour customers. We can assure you that the value of the customer's car has not been diminished by the replacement of the brand new bumper cover and insulatorThank you for your considerationSincerely, METRO *** SALES INC.David JDariano President

On June 7, *** *** brought her vehicle into our Service department and stated her complaintsAt that time Metro Ford replaced all tires and all rotors to resolve the brake concernAt that time Metro Ford also performed a front end aligment to assure there would be no tire issues
We feel that this complaint has been satisfied and no further action needs to be taken.thank you

After an internal investigation I have found that Metro Fords Sales Manager Victoria has spoken with *** *** on a couple of occasions to try and resolve this matter*** *** has indicated that Metro Ford was going to cover charges for remaining payments, over mileage, and damage on vehicle
Metro Ford did cover remaining payments and over mileage because these payment amounts can be determined at the time of sale of vehicleSince the damage charges are appraised by a third party vendor we would never be able to determine damage charges, therefor we would never agree to pay damage chargesWe are very sorry if *** *** misunderstoodAs a gesture of good faith we have contacted Ford Motor Company for any assistance they can provideMetro Ford along with Ford Motor Company have proposed to reimburse *** $towards the damage charges.

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, *** ***

Upon delivery of a new *** *** SportMs*** saw a mark on the front bumperThe sales person and the sales manager told her that , if she wanted to take delivery of the vehicle, we would repair the bumper by replacing the bumper cover and painting it to match factory specsMs***
agreed and took delivery of the vehicle. About a week later Ms, *** brought the vehicle into Metro Ford's Body shop for the repair as promisedWhen the body technician removed the bumper cover, he noticed that the insulator was also damagedThe insulator is there to absorb impact behind the cover so not further damage occursWere placed the insulator as well as the bumper cover, both of which were brand new *** factory partsThis repair was exactly what we told Ms*** we would do at the time of delivery and to this she agreedWe cannot replace the vehicle with another vehicleThank you for your consideration in this matter. Sincerely, Metro Ford Sales Inc. David JDariano President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

This is in answer to a customer complaint with ID *** and your letter dated October 6, 2015.? We do understand the customer's concern with her *** ExplorerTo state that our? dealership is unethical and unfair couldn't be further from the truthWhen the mark on the bumper was discovered upon delivery, the sales person immediately offered the customer a choiceYes, even though it had already been registered we gave the customer the choice ofcancelling the sale or fixing it immediately and we would provide the customer with a loaner vehicleCustomer chose to take the car and return with it, so the Body Shop could put a brand new bumper cover onWhen customer returned with the car and the bumper cover was replaced,? the Body Shop noticed that the insulator, which is made of Styrofoam, was cracked alsoWe were under no obligation to tell the customer about this but we did, because we had nothing to hide.? Metro *** has been up-front with the customer from the day of deliveryWe acknowledged the? mark, we gave the customer a choice, and we followed up with our promise to replace the bumper cover and insulator with brand new *** parts.? We have been in business since and have had very few unresolved customer concerns? during those yearsWe are a dealership with integrity and we have an excellent rapport withour customers.? We can assure you that the value of the customer's car has not been diminished by the replacement of the brand new bumper cover and insulatorThank you for your considerationSincerely, METRO *** SALES INC.David JDariano President

Upon delivery of a new *** *** SportMs*** saw a mark on the front bumperThe sales person and the sales manager told her that , if she wanted to take delivery of the vehicle, we would repair the bumper by replacing the bumper cover and painting it to match factory specsMs***
agreed and took delivery of the vehicle.? About a week later Ms, *** brought the vehicle into Metro Ford's Body shop for the repair as promisedWhen the body technician removed the bumper cover, he noticed that the insulator was also damagedThe insulator is there to absorb impact behind the cover so not further damage occursWere placed the insulator as well as the bumper cover, both of which were brand new *** factory partsThis repair was exactly what we told Ms*** we would do at the time of delivery and to this she agreedWe cannot replace the vehicle with another vehicleThank you for your consideration in this matter.? Sincerely,? Metro Ford Sales Inc.? David JDariano President

? The following explanation should allow us to close the file on the complaint filed by *** ***.? We at Metro Ford attempted to provide exceptional service for *** *** by registering his out of state registration for himIt is? not our policy to do the motor
vehicle paperwork for out of state cash sales due to the various steps it takesIt is much more time efficient for the? customer when they do it themselvesWe have to use a third party company that slows the processSince there's not much margin for error, any small complication can effect the time by several daysSo that's what happened when Mr*** failed to keep his arrangment to complete the necessary VIN (vehicle identification number) verification with his local police dept.? That isssue was the one and only blemish on what could be called a perfect transactionAll the other aspects, including sales service and price, went extremely well!? As a result of the problem and complaint we paid all associated fees that Mr*** was obligated to payThis Revdex.com complaint therefor should be closed.? ? Thank you.? Respectfully, David J ***

? I have reviewed the response from Metro Ford and continue to find the explanation and position unacceptable.? As stated in my initial complaint and in MrDariano’s response, the extent of the damage to the new *** *** was not known to me at the time of delivery.? While I did not purchase or want a damaged *** *** and I paid the same price as someone who would have received an undamaged and repaired vehicle, I was delivered a damaged *** Explorer.? I now know that at the time the “marks” were identified, I should have refused delivery of the vehicle.? I was not aware this was an option at the time, nor was it offered by the dealership.? They continued to only advise that the vehicle was “automatically registered and papers were signed”.? At no time any other options discussed other than repair.? ? Even given the fact that I was unaware of my options and unknowing took delivery, I was entirely unaware of the extent of the damage to this vehicle, nor was this disclosed.? There went from being “marks” on the vehicle to what was later described by the service representative after the repairs were complete as someone most likely “hit or back into the vehicle when it was on the lot”.? MrDariano explains ? in his response that the dealership did exactly what they stated they would do.? How could this be the case if the extent of the damaged was not known or disclosed to me? ? ? I continue to request that further review be conducted, as I paid the same price as anyone purchasing a new, undamaged/repaired vehicle and in no way expected or should receive less than what was purchasedWhy as a customer should I pay for a new, undamaged/repaired vehicle and receive a damaged vehicle and later find the extent was more than ever expected (“vehicle was most likely hit”).? It? is apparent to anyone familiar with auto repair that this vehicle has indeed been repaired and is not original paint from the factory, etc.? This has demised the value of this vehicle, which in no way should be passed on to an unsuspecting customer who paid full price and expected to receive a new vehicle.? This is an entirely unfair and unethical manner for business to be conducted.? I request further review of this matter.? ? ? *** C ***

Mr*** bought a Ford Escape on January 16,The contracted amount was for the GE x-plan priceWe have a signed credit application to extend credit, we called him into different banks, with no approvalsWe sent him to further banks to finally get him approved at Berkshire BankMr
*** wanted $payment range so he needed month financingMetro Ford got him approved at Berkshire Bank months 5.49% apr (very good month rate) for a payment of $543.15.? He signed the contract and left Metro Ford a very happy customer that he was approved for credit of? $37,727.30.? His credit score probably dropped because he took on debt of $37,for monthsCredit? inquiries only drop score a few points, the taking on of debt will affect the score more dramatically.? We cannot take the car backHe can trade it anywhere he wants to if he doesn't like it.? If you would like any more information, please let me know.? Thank you,? David J D***

I am sorry I did not get back to you, it took me some time to find out, then I forgotAnyhow, each individual bank runs a report, so inquiries could have been runThank you for your patience,? David D***

The following explanation should allow us to close the file on the complaint filed by [redacted].  We at Metro Ford attempted to provide exceptional service for [redacted] by registering his out of state registration for him. It is  not our policy to do the motor...

vehicle paperwork for out of state cash sales due to the various steps it takes. It is much more time efficient for the  customer when they do it themselves. We have to use a third party company that slows the process. Since there's not much margin for error, any small complication can effect the time by several days. So that's what happened when Mr. [redacted] failed to keep his arrangment to complete the necessary VIN (vehicle identification number) verification with his local police dept.  That isssue was the one and only blemish on what could be called a perfect transaction. All the other aspects, including sales service and price, went extremely well!  As a result of the problem and complaint we paid all associated fees that Mr. [redacted] was obligated to pay. This Revdex.com complaint therefor should be closed.   Thank you.  Respectfully, David J [redacted]

I am sorry I did not get back to you, it took me some time to find out, then I forgot. Anyhow, each individual bank runs a report, so 10 inquiries could have been run. Thank you for your patience,  David D[redacted]

I have reviewed the response from Metro Ford and continue to find the explanation and position unacceptable.  As stated in my initial complaint and in Mr. Dariano’s response, the extent of the damage to the new 2016 [redacted] was not known to me at the time of delivery.  While I did not purchase or want a damaged 2016 [redacted] and I paid the same price as someone who would have received an undamaged and repaired vehicle, I was delivered a damaged 2016 [redacted] Explorer.  I now know that at the time the “marks” were identified, I should have refused delivery of the vehicle.  I was not aware this was an option at the time, nor was it offered by the dealership.  They continued to only advise that the vehicle was “automatically registered and papers were signed”.  At no time any other options discussed other than repair.   Even given the fact that I was unaware of my options and unknowing took delivery, I was entirely unaware of the extent of the damage to this vehicle, nor was this disclosed.  There went from being “marks” on the vehicle to what was later described by the service representative after the repairs were complete as someone most likely “hit or back into the vehicle when it was on the lot”.  Mr. Dariano explains  in his response that the dealership did exactly what they stated they would do.  How could this be the case if the extent of the damaged was not known or disclosed to me?    I continue to request that further review be conducted, as I paid the same price as anyone purchasing a new, undamaged/repaired vehicle and in no way expected or should receive less than what was purchased. Why as a customer should I pay for a new, undamaged/repaired vehicle and receive a damaged vehicle and later find the extent was more than ever expected (“vehicle was most likely hit”).  It  is apparent to anyone familiar with auto repair that this vehicle has indeed been repaired and is not original paint from the factory, etc.  This has demised the value of this vehicle, which in no way should be passed on to an unsuspecting customer who paid full price and expected to receive a new vehicle.  This is an entirely unfair and unethical manner for business to be conducted.  I request further review of this matter.     [redacted] C [redacted]