Moore Ford Chrysler

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] As you can see, the main reason for the issue we are having was completely ignored by MrMooreHe didn't touch on the fact that the person who works for him and sold us the van knew it was a bad vehicle and had been in the shop multiple timesHe ignored the fact that the same person who sold us the van had just bought it back from the previous owner because she was having so much trouble with it and she was scared if it and she either traded it to them or they bought it backTheir story has changed on several occasions depending on who we talk toNot only did they know the previous owner was unsatisfied with the vehicle and had it in service so many times that she didn't trust it, they knew the the owner before her had trouble with the vehicle even though it was bought newAccording to the records at Moore Ford this van has been brought in for check engine light problems since and it is a We are the third ownersThe owner before us told us it was bought back from her because she had it in service so many times and it was never fixedIt was in service when she traded it or they bought it back, whichever the truth isIt was listed as in the service department when it was sold to us and we were not told of it being in there or of the problemsHad the issues with the van not been known to the Moores or their employee and we bought it and had all these problems, I would have accepted that we just got a bad vehicleHowever, it was clearly known by them and can be proven by the history of the work on the vehicle, by the previous owner, and by the problems we had with it being the same as the previous ownersOn top of the records I have sent in, I can provide my phone bill which will show how often we had to contact service about the problems with the vanIt will show the phone calls and text messagesIt will show that over a year span we had problems every month to month and a half and they were all related to the same issues every time and the same issues as the previous ownersAlso, we can prove how often we had to call chrysler asking for helpI'm also not sure how MrMoore thinks the issues with the van were ever fixedThey have never been fixed and the van never ran rightIt had no power going uphill and at times would shakeIt jerks at times during starting and stopping movement This vehicle should NEVER had been sold to us or anyone elseThe dealership and their employee knew of its problems and sold it anywayThat is my issue with this whole ordealWe try to always buy local no matter what we are purchasingWe try to have loyalty to our local businesses and we expect some backWe will have to let this van go back as we cannot afford to pay for the repairs and make the paymentsI am disabled and on a fixed income and my husband works for a local factoryWe have childrenWe have been told by [redacted] and [redacted] that they will no longer repair the vehicle and it will be at our cost [redacted] even asked me to start taking it to another dealership for repairsThey did always try to get me a comparable vehicle to drive while they had the vanI told them we bought a van because that's what we neededWe have kids and sometimes more with us, we have stuff to carry around for them, I am disabled and can only drive certain vehicles that are easy to steer and to see out of and comfortable to me for my painThey put me in an older van one time, which was fine because I'm not materialistic and do not have to have the bestHowever, the van they gave me to drive wasn't safe! The back hatch fell on my back and neck and hurt me really badI was in bed for days with the painThe sliding doors didn't work right and one almost slammed shut in my year old daughter! Thank God I was standing there and kept it from injuring her, but catching the door and shoving it back open made me injure myself and caused more pain to meI reported it right after it happenedI never got an apology or was asked if I was okMy other options with them was for little cars that hurt me to driveThis whole experience should have never happenedWith them knowing the van was bad, it should have never been sold to us or anyone elseDuring this year ordeal we were made to feel like we were the ones in the wrongWe were the ones complaining over the van and looked down atIt was humiliating to have to call so often and take the van in so oftenIt was embarrassing and a humiliating experienceOne time that the van was in for repair they changed the oil We had it back for a day or and the check engine light came on againWe took it back in and we're told that they had put the wrong oil in it! Now, you won't find that on any of the service reports because that was covered up and now their service manager, the one who told us about the wrong oil, claims that never happened! We have been lied to from day oneThe man who worked the sale, [redacted] a manager, lied to us the day he sold us the van and every time we talked to himHe sat behind that desk talking about being a Christian and going to church with one breath and lied to us with the nextThere should be some type of protection for consumers like usThey should not be allowed to get by with selling a vehicle they know is bad! Especially when it can be proven by records and previous ownersPlease help us get this resolvedWe need the loan amount paid in full and the dealership should have to be responsible for paying itIt is all completely their fault and they should not be allowed to treat people the way they did us If you need any further information please let me know Thank you for your time and attention [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I would like to respond to Complaint ID: *** on a Chrysler Town and Country. Moore Ford Chrysler takes great pride in attempting to reach total customer satisfaction. However, there are times when we are not capable of reaching our ultimate goal. This is one of those
cases of which we have ***e everything possible to reach it. I have attempted to satisfy Mrs*** on every occasion
I have spoken with Mrs*** and explained to her that the Dealership will not repurchase the vehicle from her. The initial issues of a transmission code have been corrected. There have been some other issues however they are more of a characteristic of the vehicle or are part of vehicle ownership and would not have had any relationship to the initial issueI have ridden with Mrs*** and she could not duplicate the concerns or was not available to ride with us. We did replace timing chains that are in the engine and are not related to the codes that were showing when the customer first purchased the vehicle. We have made the repairs to the vehicle with little or no cost to the customerWe went to the Chrysler on several occasions and got good will for the Customer once the vehicle was out of the warranty period. There were a few issues that Chrysler didn’t reimburse the dealership for and the Dealership absorbed the cost in order to satisfy Mrs***. At some point in vehicle ownership the customer must take responsibility for the cost of repairs. Mrs*** has refused to take those responsibilities and expects the Dealership to make all repairs to the vehicle with little or no cost to her and provide a loaner van as wellMrs*** requires a van every time she returns the vehicle for service. We have always tried to make accommodations for her needs
As I have stated before Customer Satisfaction is very important to our Dealership. However, at this time the dealership will not repurchase the van back from the customerWe will continue to work with the customer to resolve any issue that may arise but the customer will be asked to participate in the repairs. We have met every obligation that we have owed the customer as well as gone above in many cases
Sincerely,
*** ***
Dealer
Moore Ford Chrysler

Mr. [redacted]'s description of the situation was accurate; we did not originally change throttle body as requested, because there was an existing problem with the wiring. Changing the throttle body would not have fixed the problem without the wiring first being addressed. We have since changed the...

throttle body, and the customer is satisfied. Just spoke with Mr. [redacted] personally, and all is well.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
As you can see, the main reason for the issue we are having was completely ignored by Mr. Moore. He didn't touch on the fact that the person who works for him and sold us the van knew it was a bad vehicle and had been in the shop multiple times. He ignored the fact that the same person who sold us the van had just bought it back from the previous owner because she was having so much trouble with it and she was scared if it and she either traded it to them or they bought it back. Their story has changed on several occasions depending on who we talk to. Not only did they know the previous owner was unsatisfied with the vehicle and had it in service so many times that she didn't trust it, they knew the the owner before her had trouble with the vehicle even though it was bought new. According to the records at Moore Ford this van has been brought in for check engine light problems since 2011 and it is a 2011. We are the third owners. The owner before us told us it was bought back from her because she had it in service so many times and it was never fixed. It was in service when she traded it or they bought it back, whichever the truth is. It was listed as in the service department when it was sold to us and we were not told of it being in there or of the problems. Had the issues with the van not been known to the Moores or their employee and we bought it and had all these problems, I would have accepted that we just got a bad vehicle. However, it was clearly known by them and can be proven by the history of the work on the vehicle,  by the previous owner, and by the problems we had with it being the same as the 2 previous owners. On top of the records I have sent in, I can provide my phone bill which will show how often we had to contact service about the problems with the van. It will show the phone calls and text messages. It will show that over a 2 year span we had problems every month to month and a half and they were all related to the same issues every time and the same issues as the previous  owners. Also, we can prove how often we had to call chrysler asking for help. I'm also not sure how Mr. Moore thinks the issues with the van were ever fixed. They have never been fixed and the van never ran right. It had no power going uphill and at times would shake. It jerks at times during starting and stopping movement.  This vehicle should NEVER had been sold to us or anyone else. The dealership and their employee knew of its problems and sold it anyway. That is my issue with this whole ordeal. We try to always buy local no matter what we are purchasing. We try to have loyalty to our local businesses and we expect some back. We will have to let this van go back as we cannot afford to pay for the repairs and make the payments. I am disabled and on a fixed income and my husband works for a local factory. We have 3 children. We have been told by [redacted] and [redacted] that they will no longer repair the vehicle and it will be at our cost. [redacted] even asked me to start taking it to another dealership for repairs. They did always try to get me a comparable vehicle to drive while they had the van. I told them we bought a van because that's what we needed. We have 3 kids and sometimes more with us, we have stuff to carry around for them, I am disabled and can only drive certain vehicles that are easy to steer and to see out of and comfortable to me for my pain. They put me in an older van one time, which was fine because I'm not materialistic and do not have to have the best. However, the van they gave me to drive wasn't safe! The back hatch fell on my back and neck and hurt me really bad. I was in bed for 4 days with the pain. The sliding doors didn't work right and one almost slammed shut in my 7 year old daughter! Thank God I was standing there and kept it from injuring her, but catching the door and shoving it back open made me injure myself and caused more pain to me. I reported it right after it happened. I never got an apology or was asked if I was ok. My other options with them was for little cars that hurt me to drive. This whole experience should have never happened. With them knowing the van was bad, it should have never been sold to us or anyone else. During this 2 year ordeal we were made to feel like we were the ones in the wrong. We were the ones complaining over the van and looked down at. It was humiliating to have to call so often and take the van in so often. It was embarrassing and a humiliating experience. One time that the van was in for repair they changed the oil.  We had it back for a day or 2 and the check engine light came on again. We took it back in and we're told that they had put the wrong oil in it! Now, you won't find that on any of the service reports because that was covered up and now their service manager, the one who told us about the wrong oil,  claims that never happened!  We have been lied to from day one. The man who worked the sale, [redacted] a manager, lied to us the day he sold us the van and every time we talked to him. He sat behind that desk talking about being a Christian and going to church with one breath and lied to us with the next. There should be some type of protection for consumers like us. They should not be allowed to get by with selling a vehicle they know is bad!  Especially when it can be proven by records and previous owners. Please help us get this resolved. We need the loan amount paid in full and the dealership should have to be responsible for paying it. It is all completely their fault and they should not be allowed to treat people the way they did us. 
 
If you need any further information please let me know. 
 
Thank you for your time and attention. 
[redacted]