Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ We have reached out to the customer and we are waiting for them to send us documents about the repairs on their vehicle
We put the customer in a loaner car so we could complete the repairs on her truckThe lock was replaced and the paint chip was also repaired at no cost to the customer,we also gave her a coupon for Free services when she is ready to use themThe customer was satisfied with the outcome and picked up her Truck on 7/29/
Mr [redacted] purchased said vehicle March 7, I have attached the documents (signed purchase agreement, signed bank contract, signed Colorado sale disclosure, and signed Ford Service contract application), for your review to show that Mr [redacted] did indeed purchase said service contract If I am missing something here please let me know Mr [redacted] has spoken to several people at Mike Naughton Ford, and all have notified him of the same details that we have signed documents clearly showing that he purchased a service contract Due to the volume of documents requiring his signature by the State of Colorado to make this a legal contract, I am having a hard time understanding where his fraud accusations are coming from If you have any questions or need any further information, please feel free to email me or call me at ###-###-#### Sincerely, [redacted] General Manager Mike Naughton Ford, Inc
We had the customers vehicle in our shop on 1/19/after diagnostic tests we found that wiring in the front of the vehicle had been damaged by a rodentThe Manufacture is not responsible for rodent damage it is not a failure of a part therefore it is not a warrantable repairIt is the customers responsibility for the repairs the Manufacture or the Dealer will participate in the cost of the repairs
Ms [redacted] came into the dealership on July 7th to tell us of the issue with the check being deposited and clearing her account I was informed by [redacted] at appoximately 9:that Ms [redacted] wanted to speak to a person in charge, and at that point I sat down to speak with her After her telling me what happened, I did inform her that I would need to verify what happened from our end, and that I just couldn't automatically refund the [redacted] without verifying with my office what happened At no time did I give Ms [redacted] attitude, I was being calm and professional and trying to find out what had happened After getting a copy of her buyers order, I spoke to my office and did find out that we had deposited her check in error At that point my office manager processed a check including an extra for bank fees and we had the situation handled by approximately 10:when I gave Ms [redacted] the address to the bank where she could cash the check, and we also called the branch manager in order for the bank to expedite her visit when she got there I apologize about our error, and fully understand the frustration created by it I did my best to resolve the situation as quickly as possible once I had verified the information (less than minutes)Thanks, [redacted] General ManagerMike Naughton Ford, Inc
Complaint: ***
"
I am rejecting this as my contract has been altered Mike Naughton Ford is not correct, they mistakenly assert I purchased the vehicle on March 7, 2012, the date on the contract is October 6, Secondly, when I took my vehicle for repair at Naughton service I was told be their service representative I was told I "This car is out of warranty". There is a "white out" type of product by all my signatures And after I purchased this car I received a phone call from Naughton Ford telling me I would not have a payment due for another at the time I didnt question why they were pushing my payments back when This makes me wonder I went to mike naughton service when the ford tarus had over 36,miles and they would not do the repair on the radiobecause the car was out of warranty I have done numerous repairs to this vehicle without use of a service contract I did not know about the service agreement until seven days ago Please refund 2,350.00, plus per cent interest.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I disagreeThey told me they need to remove the bumper to even get to the "failed" part, but they did not do that, so how do they know a rodentAs soon as I took the car into the dealer, I mean as soon as we pulled in, they looked trying to get out of repairing the carThere was no proof, pics nothing.
Sincerely,
*** ***
We did not take any photos, during the diagnostic inspection we removed the shields under the bumper and could see the wiring to the ambient air temperature sensor in the left front corner had been chewed upIn order to access the wiring for repair the bumper has to come off the customer declined further repairs
To whom it may concern,
This will be an easy one to solve. It sounds like we had a lack of communication within our business to take care of the customer. Bottom line, *** *** our General Sales Manager will be reaching out to the customer to schedule getting an extra key and mats
handled. If the customer does not hear from Mr*** they are more than welcome to call him at the dealerships mainnumber ###-###-####
If you have any questions feel free to call or email me
Sincerely,
*** ***
General Manager
Mike Naughton Ford***
Mr. [redacted] purchased said vehicle March 7, 2012. I have attached the documents (signed purchase agreement, signed bank contract, signed Colorado sale disclosure, and signed Ford Service contract application), for your review to show that Mr. [redacted] did indeed purchase said service...
contract. If I am missing something here please let me know. Mr. [redacted] has spoken to several people at Mike Naughton Ford, and all have notified him of the same details that we have signed documents clearly showing that he purchased a service contract. Due to the volume of documents requiring his signature by the State of Colorado to make this a legal contract, I am having a hard time understanding where his fraud accusations are coming from.
If you have any questions or need any further information, please feel free to email me or call me at ###-###-####.
Sincerely,
[redacted]
General Manager
Mike Naughton Ford, Inc.
Initial Business Response /* (1000, 5, 2015/05/27) */
We have reached out to the customer and we are waiting for them to send us documents about the repairs on their vehicle.
We put the customer in a loaner car so we could complete the repairs on her truck. The lock was replaced and the paint chip was also repaired at no cost to the customer,we also gave her a coupon for 2 Free services when she is ready to use them. The customer was satisfied with the outcome and picked...
We had the customers vehicle in our shop on 1/19/18 after diagnostic tests we found that wiring in the front of the vehicle had been damaged by a rodent. The Manufacture is not responsible for rodent damage it is not a failure of a part therefore it is not a warrantable repair. It is the customers...
responsibility for the repairs the Manufacture or the Dealer will participate in the cost of the repairs.
Ms. [redacted] came into the dealership on July 7th to tell us of the issue with the check being deposited and clearing her account. I was informed by [redacted] at appoximately 9:52 that Ms. [redacted] wanted to speak to a person in charge, and at that point I sat down to speak with her. After...
her telling me what happened, I did inform her that I would need to verify what happened from our end, and that I just couldn't automatically refund the [redacted] without verifying with my office what happened. At no time did I give Ms. [redacted] attitude, I was being calm and professional and trying to find out what had happened. After getting a copy of her buyers order, I spoke to my office and did find out that we had deposited her 500 check in error. At that point my office manager processed a check including an extra 50.00 for bank fees and we had the situation handled by approximately 10:15 when I gave Ms. [redacted] the address to the bank where she could cash the check, and we also called the branch manager in order for the bank to expedite her visit when she got there. I apologize about our error, and fully understand the frustration created by it. I did my best to resolve the situation as quickly as possible once I had verified the information (less than 30 minutes). Thanks,[redacted]General ManagerMike Naughton Ford, Inc.
Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ We have reached out to the customer and we are waiting for them to send us documents about the repairs on their vehicle
We put the customer in a loaner car so we could complete the repairs on her truckThe lock was replaced and the paint chip was also repaired at no cost to the customer,we also gave her a coupon for Free services when she is ready to use themThe customer was satisfied with the outcome and picked up her Truck on 7/29/
Mr [redacted] purchased said vehicle March 7, I have attached the documents (signed purchase agreement, signed bank contract, signed Colorado sale disclosure, and signed Ford Service contract application), for your review to show that Mr [redacted] did indeed purchase said service contract If I am missing something here please let me know Mr [redacted] has spoken to several people at Mike Naughton Ford, and all have notified him of the same details that we have signed documents clearly showing that he purchased a service contract Due to the volume of documents requiring his signature by the State of Colorado to make this a legal contract, I am having a hard time understanding where his fraud accusations are coming from If you have any questions or need any further information, please feel free to email me or call me at ###-###-#### Sincerely, [redacted] General Manager Mike Naughton Ford, Inc
We had the customers vehicle in our shop on 1/19/after diagnostic tests we found that wiring in the front of the vehicle had been damaged by a rodentThe Manufacture is not responsible for rodent damage it is not a failure of a part therefore it is not a warrantable repairIt is the customers responsibility for the repairs the Manufacture or the Dealer will participate in the cost of the repairs
Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ DEAL WAS CANCELEDCUSTOMER NEVER TOOK DELIVERY OF THE VEHICLE
Ms [redacted] came into the dealership on July 7th to tell us of the issue with the check being deposited and clearing her account I was informed by [redacted] at appoximately 9:that Ms [redacted] wanted to speak to a person in charge, and at that point I sat down to speak with her After her telling me what happened, I did inform her that I would need to verify what happened from our end, and that I just couldn't automatically refund the [redacted] without verifying with my office what happened At no time did I give Ms [redacted] attitude, I was being calm and professional and trying to find out what had happened After getting a copy of her buyers order, I spoke to my office and did find out that we had deposited her check in error At that point my office manager processed a check including an extra for bank fees and we had the situation handled by approximately 10:when I gave Ms [redacted] the address to the bank where she could cash the check, and we also called the branch manager in order for the bank to expedite her visit when she got there I apologize about our error, and fully understand the frustration created by it I did my best to resolve the situation as quickly as possible once I had verified the information (less than minutes)Thanks, [redacted] General ManagerMike Naughton Ford, Inc
Complaint: ***
"
I am rejecting this as my contract has been altered Mike Naughton Ford is not correct, they mistakenly assert I purchased the vehicle on March 7, 2012, the date on the contract is October 6, Secondly, when I took my vehicle for repair at Naughton service I was told be their service representative I was told I "This car is out of warranty". There is a "white out" type of product by all my signatures And after I purchased this car I received a phone call from Naughton Ford telling me I would not have a payment due for another at the time I didnt question why they were pushing my payments back when This makes me wonder I went to mike naughton service when the ford tarus had over 36,miles and they would not do the repair on the radiobecause the car was out of warranty I have done numerous repairs to this vehicle without use of a service contract I did not know about the service agreement until seven days ago Please refund 2,350.00, plus per cent interest.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I disagreeThey told me they need to remove the bumper to even get to the "failed" part, but they did not do that, so how do they know a rodentAs soon as I took the car into the dealer, I mean as soon as we pulled in, they looked trying to get out of repairing the carThere was no proof, pics nothing.
Sincerely,
*** ***
We did not take any photos, during the diagnostic inspection we removed the shields under the bumper and could see the wiring to the ambient air temperature sensor in the left front corner had been chewed upIn order to access the wiring for repair the bumper has to come off the customer declined further repairs
To whom it may concern,
This will be an easy one to solve. It sounds like we had a lack of communication within our business to take care of the customer. Bottom line, *** *** our General Sales Manager will be reaching out to the customer to schedule getting an extra key and mats
handled. If the customer does not hear from Mr*** they are more than welcome to call him at the dealerships mainnumber ###-###-####
If you have any questions feel free to call or email me
Sincerely,
*** ***
General Manager
Mike Naughton Ford***
Initial Business Response /* (1000, 5, 2015/05/04) */
DEAL WAS CANCELED. CUSTOMER NEVER TOOK DELIVERY OF THE VEHICLE.
Mr. [redacted] purchased said vehicle March 7, 2012. I have attached the documents (signed purchase agreement, signed bank contract, signed Colorado sale disclosure, and signed Ford Service contract application), for your review to show that Mr. [redacted] did indeed purchase said service...
contract. If I am missing something here please let me know. Mr. [redacted] has spoken to several people at Mike Naughton Ford, and all have notified him of the same details that we have signed documents clearly showing that he purchased a service contract. Due to the volume of documents requiring his signature by the State of Colorado to make this a legal contract, I am having a hard time understanding where his fraud accusations are coming from.
If you have any questions or need any further information, please feel free to email me or call me at ###-###-####.
Sincerely,
[redacted]
General Manager
Mike Naughton Ford, Inc.
Initial Business Response /* (1000, 5, 2015/05/27) */
We have reached out to the customer and we are waiting for them to send us documents about the repairs on their vehicle.
We put the customer in a loaner car so we could complete the repairs on her truck. The lock was replaced and the paint chip was also repaired at no cost to the customer,we also gave her a coupon for 2 Free services when she is ready to use them. The customer was satisfied with the outcome and picked...
up her Truck on 7/29/17
We had the customers vehicle in our shop on 1/19/18 after diagnostic tests we found that wiring in the front of the vehicle had been damaged by a rodent. The Manufacture is not responsible for rodent damage it is not a failure of a part therefore it is not a warrantable repair. It is the customers...
responsibility for the repairs the Manufacture or the Dealer will participate in the cost of the repairs.
Ms. [redacted] came into the dealership on July 7th to tell us of the issue with the check being deposited and clearing her account. I was informed by [redacted] at appoximately 9:52 that Ms. [redacted] wanted to speak to a person in charge, and at that point I sat down to speak with her. After...
her telling me what happened, I did inform her that I would need to verify what happened from our end, and that I just couldn't automatically refund the [redacted] without verifying with my office what happened. At no time did I give Ms. [redacted] attitude, I was being calm and professional and trying to find out what had happened. After getting a copy of her buyers order, I spoke to my office and did find out that we had deposited her 500 check in error. At that point my office manager processed a check including an extra 50.00 for bank fees and we had the situation handled by approximately 10:15 when I gave Ms. [redacted] the address to the bank where she could cash the check, and we also called the branch manager in order for the bank to expedite her visit when she got there. I apologize about our error, and fully understand the frustration created by it. I did my best to resolve the situation as quickly as possible once I had verified the information (less than 30 minutes). Thanks,[redacted]General ManagerMike Naughton Ford, Inc.