Mike Castrucci of Alexandria

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 The response offers no information or attempt to resolve the issue Regards, [redacted]

The service manager will contact the customer immediatelyThank you

After doing as Mr [redacted] requested, my service manager, [redacted] spoke again with a supervisor at Ford ESPThis time we pushed in as much as Mr [redacted] was adamant and did point out that the language in his contract was clear that the fuses would be covered Finally, the supervisor shared that this policy was purchased in and that "in 2012, the policy was changed that excluded fuses"..........that's more or less a direct quote Service Manager [redacted] explained how ridiculous that explanation was and that the customer purchased the contract with a different understandingIn the end, the Ford ESP Supervisor conceded and agreed that it should be a covered item I apologize for the inconvienence, and the delay I appreciate his patience and his persistence We should get a check out by the end of this week and Mr [redacted] will have his refund by the weekend Thank you, [redacted]

I am happy to reimburse for time and expense that resulted from the errorIt truly was an honest mistakeThat is what this has cost her Anything else would be considered a punitive reward(an amount of money paid in order to punish us) and I do not feel that is merited in this case.....we simply made an honest mistake and we are very sorry The Revdex.com can attest to the fact that there is no pattern of behavior like what was alleged in the original complaint filed......no pattern like this in the leastI sincerely apologize and would be happy to discuss with her if she wished[redacted]

Thank you for the information provided by our customer We apologize for the delay and confusion in processing the customer's request I am please to let you know this has been resolved If theres anything else needed please do not hesitate to let us knowThank you*** [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 The business response offers no resolution! Regards, [redacted]

My manager [redacted] has been in contact with the customers husband She purchased the vehicle strictly and purchased no extended warranty We are recommending that they have it towed to our lot to analyze Once that has occurred we can determine a course of action Thank you [redacted]

Thank you for contacting us with regard to the concerns shared by this customerThe manager will reach out to him to gather more informationWe do value his feedback and are interested in hearing about the experienceThank youMike C [redacted]

It is true that a mistake was made at the $52,price quoted by [redacted] and I apologize for his mistake [redacted] has been with me over years and we have never had an issue like this in the past I can completely understand the frustration that has resulted from this honest mistakeAnd it is correct that he verbally reaffirmed the price over the phone but all of that stemmed from his initial email correspondence where he inadvertently priced the truck where he didThe truck has never been priced online, not on our web site, not on Auto Trader or Cars.com for the price that [redacted] sent to herSo, there was never any "advertising" with this vehicle But again, we clearly understand that he made a mistake and we are sorry for that This was not a ploy to lure a customer to our store and then raise the price $I'm open to suggestions I do not think an honest mistake should end up costing our business $When mistakes on occasion happen with newspaper advertising, Internet automotive site advertising we have always quickly corrected the mistake and endeavor to not have it happen againNone of this minimizes Ms [redacted] .....not in the leastCan I reimburse her for time and fuel expense? I am open to suggestionsAnd please understand, I do apologize.....we made an honest mistakeSincerely [redacted]

contact I chatted with the general manager Mike
Smith and we came to a good resolution I feel is fair for both partiesI want to thank Mike for his open and honest communication with me and we would probably do business with him again thank you for your time
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,
*** ***

Revdex.com:
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

The evidence of record clearly demonstrates a valid offer by the business and our acceptance of the valid offer which constitutes a contractBased on the information sent to us by the business, we had no way of knowing the advertised price was a mistake/errorIt was the price posted on the dealership’s web and the price provided in the written correspondence from the dealership, a person with the authority to authorize the sale of the truck for the price listed in his email and by the person(s) responsible of placing the price for this truck on the dealership’s website with the full knowledge and approval of the dealershipAs such the offer by the dealership and our acceptance is an enforceable contract

Thank you for contacting us regarding this situationCan the customer clarify what they are looking for please? Have they bought the tire or are they looking for us to provide one? Or do they want reimbursed for one already purchased?? Thanks

Revdex.com:
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
I'm not sure if "rejecting" this reply from the business was the appropriate response, but I was not given an option to simply answer their questionsSo, to answer their questions, I would like a new tire (Goodyear Wrangler SR-A, retail appears to be about $240)I thought that was made clear to them through the complaint, but maybe it was notI still need tireThe rest have been replaced on my dime, unfortunatelyHowever they want to handle that is fine with meIf they want to replace it or have me purchase it before they reimburse me, either way is fineIf they want me to bring it to them, though, I would ask that they please send me to the Milford location rather than the Alexandria location, as I live North of CincinnatiTo make it absolutely clear, I will require the new tire, mounted and balanced, and I'd like the tire it is replacing to be placed on my spare wheel under the truckTherefore, they should expect to cover the cost of the new tire, two mount and balance charges, one tire disposal charge, and everything else associated with mounting and balancing
Regards,
*** ***

Revdex.com:
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** I Find that the dealership takes no responsibility of their misleading sales practices and I will not recommend that dealership to anyone in the near futureaccountability and integrity should mean something and apparently not at that dealership

We apologize for the misunderstanding. The customer submitted an online credit application and had stated that his time on the job as a self employed business owner was years. Based on that information, the lender asked for income verification. It then was discovered that he had
only been self employed at that time for months. So, we asked for the most recent income verification for his self employment......which would have been for the yearIf he is able to prove the income stated on the credit application for 2015, we would be happy to submit this information to the lender in an effort to secure the loan on his behalfThank you

Our protocal is to submit the claim to the warranty provider, in this case it is Ford ESP. We did just that and the fuse was declined as an uncovered itemMr *** also brought the vehicle in with a tailgate lock problem. A new lock cylinder was needed and we submitted that to Ford ESP
and this item was covered. We did not sell the Ford ESP policy or the vehicle to Mr *** so we do not know the terms of the service contract he purchased.....all we can speak to is that of the two items submitted to Ford ESP, only the lock cylinder was covered. We sell Premier Extended Service Contracts at our dealership.....not the Ford ESP, as a matter of practice. So again, the terms of the Ford ESP policy are unfamiliar to us, we just know they declined the repair in as much as they said the fuse was not covered
Thank you
*** ***

In an effort to make it as convenient as possible, the customer can have this taken care of at a location of his choice....maybe a *** *** or something similar......I would think there is a shop in his close proximity as compared to driving to Milford.He can then send me the receipt and we will be happy to send him a check as a gesture of customer goodwill. My email address is *** Thank you and we apologize for the inconvenience.Mike C***

My manager will call to discuss a solution for this customer. Thank youMike Castrucci

Revdex.com:
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I contacted Ford and they stated that when the cause of the blown fuse cannot be determined, that the service dept is to contact Ford for additional repair assistance and/or review of the symptoms and the diagnosis to determine coverage According to Ford, the dealership did not contact them, but can reference Case# *** when they do The fact still remains that my ESP contract does not exclude fuses as a covered item, and no one will address that fact directlyThe dealer tells me to contact Ford and Ford tells me that I need to get the dealer to contact Ford Regardless, per the Terms and Conditions of the Ford ESP contract, fuses should always be covered, if PremiumCare is purchased
Regards,
*** ***