Mullens Brothers, Inc.

Complaint: [redacted]
I am rejecting this response because: It does not answer my question. Please tell me YES it was replaced like Keith told me it was or NO it was not. If you cannot provide me documentation, I'll accept a notarized statement and consider this resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will contact Sam to schedule the appointment. 
Sincerely,
[redacted]

We really don't know how to respond.   We service many vehicles older the  one in question.Friday before  the holiday our manager Dave B[redacted] advised you on that we had no record of working on your vehicle other than a  light replacement done in the   service lane and  that it appeared your vehicle was sitting low.  Please call Stan R[redacted]. Dave S[redacted] or Dave B[redacted] to have any diagnostic work proformed

I am trying to cancel my Vehicle Service Contract (VSC) with Ford. I have submitted all the documentation they requested or...

needed to cancel the contract. They are saying they have not receive the money when the bank went me the lien saying it has been paid off because the car was traded in for another vehicle.

Complaint: [redacted]
I am rejecting this response because: it does not offer a solution to the door handle rattle. I would like to have the vehicle cleaned again to include vacuuming and the passenger rear door handle rattle fixed. 
Sincerely,
[redacted]

On behalf of Honolulu Ford we would like to apologize for not handeling this manner in a more timely fashion.  It's unfortunate that the cancellation process on extended warranties are such a time consuming process.  However, this is no excuse.  The fact of the matter is that a check...

was cut and mailed in April of 2015 for the full amount to refund the customer.  The mistake falls on us. After researching and realizing the check was never cashed by the customer we can only assume it was never received by the customer.  There was no follow up due to the fact we assumed everything was taken care of.  It's unfortunate that this happened and we are correcting the process on how we follow up in the future.  Today (06-30-15), I spoke with the customer and informed him we have issued another check for the full refund amount.  We even offered to "hand - deliver" the refund in person to rectify the situation and the customer seemed receptive and was satisified.Jason S[redacted]Finance DirectorHonolulu Ford

Aloha [redacted],We are very compassionate and are concerned with any customer that has health issues. Unfortunately this customer falsified an application distributed by Federally Insured Lending Institutions. Therefore, we incurred usage costs on the vehicle that was purchased under false pretenses...

(driven for over 45 days) , not to mention credit bureau, submission fees, and dealership costs. We are willing to discuss the matter further with the customer and explain the current ramifications incurred by falsifying Federal Documents.Mahalo,Danny A[redacted]General ManagerHonolulu Ford Inc

My name is Sam B[redacted],Service Manager. I did speak to [redacted] and told him I would look into is concern about his side view mirror and get back to him.  I asked my Service Advisor about his car and to follow up with him on what's going with his vehicle. My Service advisor called him...

last week and left a message to call her back but no call back from [redacted]. The left side mirror was damaged from the previous repairs and I told [redacted] that we would take care of the problem and the part needed to be ordered. Please let me know if there's any other questions.Thanks Sam B[redacted]

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

We are governed by the settlement of the class action law suit.  Attach. Please note the final paragraph If you wish additional information you can contact me at ###-###-#### Thank you Ralph M[redacted]  GM

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Nicole Wong

Complaint: [redacted]
I am rejecting this response because: This is brand new car, and technician wants to remove the hinges and re-aligning the door frame. I don not want to repaint the orange peel or paint droppings. Hood cover is not aligning well and remove the hinges, what will happen to a new car. I am not satisfied with their product, but Honolulu Ford realize, I am paying this truck my own money. I don't like what the General Manager Danny said that these problems are minor. To me, Honolulu Ford is ripping my money because they are not taking inspected properly and care of their product before turn over to the client.
Sincerely,
[redacted]

Mahalo for the opportunity to address this concern.  Perhaps the most important item to address is how we communicated with you.  I have known [redacted] for a number of years and know her to be a very good person that would not wish to offend you.  For any unfriendly responses that you...

believe we given to you, we certainly apologize.As for the vehicle and the demand, we suggest that seek the help of the [redacted] office for assistance.  Two reasons that we believe [redacted] is the correct path to travel:  You shared that you have a very difficult work schedule.  Second, our experience with [redacted] has been nothing less than good.Please consider initiating a request for your [redacted] officer to contact me so that we can work together on your request.

Hi [redacted], I don't know if my reply got erased from your second message in your reply........I replied that I not satisfied with the response from Ford Lincoln or Danny the general manager. I just got through talking with him today and now from waiting for his response yesterday as he proclaimed he would. Now being that I filed a complaint on the company he is now saying I need to follow up with Revdex.com.  There was no false information given We gave them all my documents, pay stubs, and the salesperson (ken) went through it all confirmed it and we we're signing the contracts.  We went down on Friday to resign and come to find out we didn't qualify cause no banks would approve us. Jay the finance manager said that our file was just sitting there, so with no one taking action and having my situation be a priority to resolve the issue at hand.   Honolulu Ford Lincoln waited 45 days to address this issue which it would've been avoided if an employee did their work more efficiently instead of our file been lingering in one's office. Now I have to wait for my money back all because of Honolulu Ford Lincoln employee who was incompetent to just left our file sit and sit. All this could've been avoided sooner should "someone" was doing their job properly. Honolulu Ford Lincoln made copies of all our documents we provided, nothing was hidden nor "falsified". Not for a minute did they hesitate in taking our down payment, now with their negligence we now have to wait for our 1k money back which was told to us it would be in the mail on Monday. Now after speaking to the general manager today he told me that his employees who are involved with our issue hasn't come in to work. Like really? Professionalism and compassion isn't was it seems to be. As a business and a "General Manager" wouldn't you want to take care of this issue and resolve it right away!  Sincerely,[redacted]

Aloha [redacted],
My Team and I have addressed these issues with the customer over the phone and in person. I assured him that we will work with Ford Motor Company on repairing any issues that are repairable. I also mentioned to him that if has any issues that I cannot resolve we can help him contact...

Ford Motor Company and Ford Motor Credit customer service to help him  resolve his concerns outside of my jurisdiction. I am available Monday through Saturday 8:30am to 7:00pm. Please direct him to me and I will attempt to resolve his issues. Thank you

To whom it may concern:We have thoroughly researched [redacted]’s complaint. The only time [redacted]'s vehicle [redacted] [redacted] was at our Dealership was for a light bulb replacement in the Service Lane at no charge to her, a service we offer to every Mercedes-Benz owner regardless of the...

age of the vehicle. A repair order has never been generated on this vehicle at our Dealership and the vehicle has never been evaluated by one of our Technical staff. She has never brought her vehicle here with the request that we open a repair order and put her vehicle in the shop to be evaluated for a noise. We have never diagnosed her vehicle for any issue much less a suspension issue. We are unable to find anyone that works in the Dealership that heard a noise in her car and told her to turn up the radio. We are in the business of repairing vehicles regardless of age and we would have been more than happy to open a repair order on her vehicle and give her the results of our evaluation of her vehicle, if that is what she had requested. That request was never made by [redacted].In closing we feel that this is a totally unjustified complaint. We have been in business for 80 years and a Mercedes-Benz dealer for 60 of those years. We constantly rank in the in the top 50 Mercedes-Benz Dealers out of 370 Dealers in the country for Customer Service and you can't do that without taking care of the customer.

Complaint: [redacted]
I am rejecting this response because:Mr. B[redacted]It is obvious that does not want to make any efforts to resolve this based on your communication to change the outcome of this lost opportunity.First I'll ask that you take a minute to practice a customer service fundamental and LISTEN. In this case, read and comprehend. I have expressed that my husband is currently deployed. This and the fact that I am handling our daily responsibilities as single parent, are keys to why I was stressed about this situation. Of course, no one picked up this trigger because no one was interested in practicing good customer service and listening to the customer. Instead you chose to laugh and lie at my situation. It seems you must have forgotten that because it wasn't mentioned in your previous correspondence.It must have also slipped your mind that I was given a diagnosis on the vehicle status, which was wrong, twice and I paid for the initial repair that did not resolve the same issue on the vehicle.I pursued a second opinion and was given the correct  diagnosis and had it repaired for a third of what you quoted.It is simple, I now have associated the name Ford with the negative feelings you and your staff have perpetuated and the failed service provided that could have been easily remedied had someone taken the time listen and understand the situation.This has created such a disassociation with the name Ford that I sold the vehicle 2 days later and bought a new car of a different make. I also have two relatives who were looking to buy a Ford truck and have since changed their mind.That is two lost sales you can chalk up to this lack of true customer service.Needless to say, we will no longer need to communicate because I will never again do business with or own another Ford product.It would be appreciated if Honolulu Ford would recognize and own their mistake and refund the initial cost of the work done on my vehicle that did not repair the problem.At least you can save face.Ms. [redacted]
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.On June 30 and July 01, there was outstanding customer service in the
form of phone call updates notifying me of what was happening and that
the check would be hand delivered.  The refund check was hand delivered on July 01 and deposited on July 02.  This issue has been resolved.
Thank you for your support!Mahalo nui loa,
[redacted]

Mr. [redacted] purchased his vehicle from Honolulu Ford on 08-17-15. Mr. [redacted] Called Pat K**(used car manager) on 8-24-15 complaining about his vehicle not starting. Pat K** drove to Mr. [redacted]'s house on 08-25-15 to jump start his car. Enigne would not start so Pat K** advised customer to...

have his vehicle towed to [redacted] dealer to have it checked and Pat k** would pay for the diagnosis. On 08-27-15 [redacted] called and found water in the engine due too flood damage ( that was the week when we had heavy rain and flooding). Mr. [redacted] was advised to get is car insurance company involved. Please feel free to contact me if you need more information.
 
Thanks
sam

Complaint: [redacted]
I am rejecting this response because:1) The response is exactly what I initially wrote in my complaint.2) It is not a resolution to my demands.As I said I was treated with no care to my property, lack of attention to my concerns, and no knowledge of process or procedures from sales associates.My complaint is simple, I brought a car to Honolulu [redacted] in perfect shape despite its historic and common issues, which I have knowledge of, when it was returned to me it was now making ticking sounds it has never made, has issues that can only be fixed by a manufacturer, and last but not least the sales associate's explanation is that it is purely coincidence!  I want Honolulu [redacted] to take this complaint seriously by removing any defective parts and replacing them with brand new parts.  I entrusted Honolulu [redacted] with my property for no more than 6 hours and I receive a defective automobile in return.Also in regards to the headlight complaint, I was not made aware of a core charge surrounding the removal and replacement of my headlight.  All components of my automobile there in is my property and should be returned to my person at the end of the repair.  I was told by Honolulu [redacted]'s sales associate that I was not able to receive my property back from the replacement of headlight due to said "core charge".  In an attempt to explain the reasons behind said "core charge" the sales associate was unable to clearly explain why I now have to pay an additional charge on top of parts and labor to receive my property.  In resolution to this issue I want Honolulu [redacted] to refund my charge of $54.36 immediately.I have been treated poorly by the staff, management, and sales associates in regards to the above issues.  An explanation for a mechanical issue coming from professionals should not be that it is purely coincidental.  The professionals at Honolulu [redacted] opened my car up replaced parts and now blame it on chance.  I would like to remind you that I rarely drive the car considering it is a 2010 [redacted] and has 45902 miles on it.  Nothing should be wearing out and nothing was until I brought it to the professionals at Honolulu [redacted].I have stated clearly my complaint and my resolutions to the problems.
Sincerely,
[redacted]