Initial Business Response / [redacted] (1000, 6, 2014/10/03) */ Contact Name and Title: [redacted] , GM Contact Phone: XXXXXXXXXX We firmly stand behind our decision to require the purchase of four new tires, as supported by the statement below from our Ford Field Service EngineerAt the time of the service, the customer's tires had over 18,milesIf In the event that only one tire was replaced, a greater hazardous outcome could have occurred due to a difference in tire size between the one new and three old tires, as documented belowThe documentation provided to the customer from the Ford Service Manual does in fact state that if all four of the tires are not the same size and brand, to install tires that are the same size and brand, and also to inform the customer to only use the same tires and brand "As far as any concerns with tire issues on AWD vehicle, it is recommended to ensure that all tires are within half an inch in circumference of each otherIf they are not within this specification, there have been concerns with PTU noise/damage and even concerns with the stability control dueThese concerns can occur due to the size difference in the tires causing different rotation speedsAs stated in the WSM section 308-07a, "The AWD system uses input data from the ABS module wheel speed sensor inputs to the PCMA dissimilar spare tire size (other than the spare tire provided) or major dissimilar tire sizes or improperly inflated tires between the front and rear axles could cause the AWD system to stop functioning correctly." The PCM will set a fault code P187b "When the PCM detects an inappropriate size wheels/tires (greater than 5% difference in size across the front and rear axle or greater than 14% difference in size at one wheel on either the front or rear axle) installed." If a vehicle had a blow out and needed a tire replaced, and the tire wear is greater than the 14% difference, then replacement of all tires is necessary for the AWD system to work properly." - Ford Field Service Engineer Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with this response for the following reasons: According to the 1st publishing of the Ford Escape manual, it states "It is recommended that the two front tires or two back tires generally be replaced as a pair." It does not say Ford requires you purchase four tires The service advisor did not check tread depth with a depth gauge, so I have no proof the tire wear exceeded Ford guidelines The real question is: Was the "requirement to purchase four tires really from Ford or from the dealerBased on my conversations with my selling Ford dealer, three other N.EIowa Ford dealers and with Ford Customer Service, it was determined Ford does NOT require this, but rather it was the dealers way of taking advantage of an out of state traveler by stating this was a Ford requirement I mentioned I would take full responsibility if a problem arose because I purchased one tireAgain, the dealer refused Ford also states the tires should be from the same manufacture and the same tire sizeI had Michelin tires on my vehicle and the dealer had [redacted] in stock that were the same sizeI did confirm with Michelin that the model of the tire would not cause any issues, if it were different than the model of tires on the vehicle I feel this situation could have been handled more professionally by the dealerIf I still wanted to purchase one tire after the dealer explanation as why four should be purchased, then I should have been accommodatedAt the very least, I could have been shown the recommendation from the Escape Manual that suggested tires be replaced in pairs and I would have done that with no issues Regardless of the dealer response, I feel the incident exhibits a less than honest representation of their work ethic and I will urge people through social media to be cautious of doing business with this dealership Final Business Response / [redacted] (4000, 10, 2014/10/07) */ WE ARE PRESENTING FACTS FROM A SHOP MANUAL AND A LETTER FROM A FORD SERVICE ENGINEERTHE TIRES INSTALLED WERE [redacted] LATTITUDE TOUR P225/65RTHESE TIRES HAVE A MAUFACTURED TREAD RATING OF MILESMR [redacted] 'S ESCAPE HAD 18,MILES ON IT AT TIME OF REPLACEMENTTHAT IS 27.9% USE OF TREAD BASED ON MILESTHERE CAN ONLY BE A 5% DIFFERENCE SIDE TO SIDE AND 14% DIFFERENCE FRONT TO REARWE ONLY RECOMMENDED TIRES BASED OFF THE FACT IT IS AWD AND DAMAGE WILL OCCUR TO THE POWER TAKEOFF UNIT IF TIRES DO NOT MATCHTHE PTU IS ENGAGED AND DISENGAGED OFF OF SPEED READINGS FROM EACH WHEELTHOSE READINGS WILL NOT MATCH IF THE TIRES ARE NOT WITHIN THE ABOVE MENTIONED PERCENTAGESTHOSE SPEED READINGS NOT MATCHING MAKES THE PCM BELEIVE THERE IS TIRE SLIPPAGE AND THE PTU WILL BE ENGAGED AND DISENGAGED CONSTANTLY RESULTING IN BURNING UP THE PTU Final Consumer Response / [redacted] (4200, 12, 2014/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) No where does Ford REQUIRE the purchase of four tiresEven the Escape Manual states tires should be replaced in pairsThe service advisor that I spoke with did not RECOMMEND the purchase of four tires, but said he was REQUIRED to sell four tiresI am well aware of what the service manual states and it is a guideline used if a problem arisIS NOT A REQUIREMENT FOR EITHER THE DEALER OR THE CUSTOMER REGARDING TIRE PURCHASEThe above may happen, but does not mean it will happenI had my local Ford dealer look at six individual tire purchases that were made about 9-months ago for AWD vehiclesNONE OF THEM HAVE EXHIBITED ANY PROBLEMS WITH PTUI am not saying it can't happen, but the responsibility for that decision rests with the customer NOT the dealerI spoke to the owner of the dealership I have used for years and was given some insight to the dealer/Ford relationship regarding customer issues and Ford's stance depending if the issue involved is warranty or non-warrantyBottom line, I trust the Ford Factory Rep, the Ford dealer I patronize and the service manager who all agree my dealings with Tri-States could have been handled in a much more upfront way
Initial Business Response / [redacted] (1000, 5, 2014/12/01) */ THE DIAGNOSIS AS STATED ON RO IS FUEL PUMP PRESSURE LOW WHICH IN RETURN DAMAGES FUEL INJECTORSWE STAND BEHIND OUR DIAGNOSISAND WE DO NOT GUARANTEE DIAGNOSIS WHEN WE DO NOT DO THE REPAIRS
Initial Business Response /* (1000, 5, 2014/12/01) */
THE DIAGNOSIS AS STATED ON RO IS FUEL PUMP PRESSURE LOW WHICH IN RETURN DAMAGES FUEL INJECTORS. WE STAND BEHIND OUR DIAGNOSIS. AND WE DO NOT GUARANTEE DIAGNOSIS WHEN WE DO NOT DO THE REPAIRS.
Initial Business Response /* (1000, 5, 2014/10/27) */
We strive to give each customer 100% satisfaction. We understand the customer is frustrated with their vehicle. All we can do is apologize for the dissatisfaction with their vehicle. We do have several documented text messages from the customer...
and the salesperson starting on September 12th, 2014 at 4:00 PM.
The salesperson received a text message from the customer regarding an issue with their vehicle. Our service department was preparing to close for evening and the salesperson told the customer that there would not be anyone available to work on the vehicle on Saturday, due to light staffing. The customer then decided, on their own will, to take their vehicle to a dealership in Springfield, MO for service. According to documented text messages between the customer and salesperson, the Springfield dealership kept the customer's vehicle for approximately two weeks. The customer requested that we become involved with the other dealership, which we explained we were unable to do.
The customer requested that we refund their money for the purchase of their vehicle. After two months and approximately 3,000 miles, it is impossible for us to do. They then requested to trade in the vehicle. The salesperson said that we would be able to trade in their vehicle for a different one, but at the current value of their vehicle.
We try hard to make sure each customer feels like they are a part of the Tri-Lakes family. We do apologize to the customer if they feel that we took their money and washed our hands of them. That is never our intention.
Our mission is to completely satisfy our customers, a reason why we are top in all dealerships with customer satisfaction. If we can ever be of any assistance, we encourage our customers to contact our Sales Manager, [redacted] or our Service Manage, [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Some facts need to be clarified. They have the timeline all wrong. Our first contact with Tri-Lakes was on August 30, 42 days and 2200 miles (the cherokee just reached 3000 miles on 10/27) after buying the Cherokee. That is when the transmission went out on our vehicle. The person I talked to me told me there was nothing they could do because of the holiday. I had no choice but to go to another dealership because I was stranded. The following week when I spoke with Mr. [redacted] on the phone he stated that the salesman I spoke with should have offered to have the vehicle towed and get me in a jeep rental while it was being repaired.
The other dealership had our vehicle for 36 straight days because the exact problem was unknown and two transmissions were installed trying to fix the issue. During this time is when I asked [redacted] about the possibility of them trading me out of the vehicle because it obviously had serious issues. At that time the jeep had been in the shop for 2 weeks and Jeep was having to send and engineer from corporate to look at it because they had no idea what was wrong with it. I still have all of the text messages if they are needed. All Tri Lakes would offer was to give me used price for my vehicle which I wasn't about to do considering how new it was.
Unsatisfied with my dealings with Mr. [redacted] I did ask to speak to a manager. The person I spoke to said all he could do was give me the number to contact about lemon law. I then left a voice mail for [redacted] stating I needed to speak with him concerning the vehicle and he never returned my call. To the best of Tri Lakes knowledge I am still having issues with the cherokee and they have not once called to see what the status was. As I stated before, they got the sale and my money and then wanted nothing more to do with us. The reply I got more than once was that they didn't build the vehicle, they just sell them. In my opinion a business needs to stand behind the product that they sell. They made no effort to make this happen.
[redacted] the dealership we had to take our jeep to for repairs, has been excellent to work with. There was a little frustration at first because of not being able to find the problem, but they have been in contact with me almost daily from August 30 up until the last call I received on 10/27. They have provided the type of service I would expect from a car dealership, and they didn't even sell me the vehicle. They could have easily told me to take my problems elsewhere, but they wanted to make sure I was a satisfied Jeep customer, regardless of where I purchased the vehicle.
Final Business Response /* (4000, 12, 2014/11/06) */
We again apologize to the customer for their frustration with the vehicle and how the situation was handled. We still continue to strive to for complete satisfaction and recognize that a discrepancy in the communication between us and the customer led to their dissatisfaction. If there is anything else we can do for them, we encourage them to either call our Sales Manager, [redacted] or our Service Manager, [redacted]
Final Consumer Response /* (4200, 14, 2014/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's very easy for them to apologize and say that they strive for complete satisfaction, but their actions speak far louder than their words. They made little to no effort to resolve the issues we were having. I don't see what good it would do me to contact any of their managers now because the vehicle we purchased from them has been replaced by Jeep. If they were not willing to help us with the vehicle they sold us, I don't see what they would possibly be willing to do now that we are driving a vehicle from another dealership. This was our first experience buying from this dealership and it will definitely be our last.
Initial Business Response /* (1000, 5, 2017/05/01) */
Contact Name and Title: [redacted] GENERAL MGR
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]
To Whom this May Concern:
Customers are assigned by the manufacturer (Ford/Chrysler) to anyone in our service area. The...
manufacturer emails out Sales and Service Mailers from the Factory showing from Dealership Name as we are the closest Ford/Chrysler dealer to said customer.
We have contacted and informed the manufacturers (Ford/Chrysler) to cease and desist all communications to said customers above.
We do not share/sell any email address or phone numbers to third parties. All information collected is used for in-house purposes only.
Said Customer is marked as "DNC" (Do not Contact) in our CRM. We also have no contact information on said customer including his/her email address.
Initial Consumer Rebuttal /* (3000, 14, 2017/05/24) */
Additional email received from tri-lakes ford 5/22/2017. This company is clueless about their own advertising practices
Final Business Response /* (4000, 19, 2017/06/20) */
We have no contact information in our CRM's for said customer. Therefore the emails are not coming from us. Based on the number listed in the email it is a tracking phone number from Ford Motor Company.
My suggestion would be to contact the number listed on the email and asked to be removed from the list, and also click "opt out on the email" They will also be of assistance in switching you to receive emails from another dealer. Friendly Ford is no longer in business and we might suggest requesting Corwin Ford as Friendly Ford is no longer in business.
My name is Logan Housman, I am the Internet Manager for this store and would be happy to help you. If you continue to receive these emails, please reach out to me directly and I will try and assist you in anyway I can. My email is [redacted]
[redacted]Customers are assigned by the manufacturer (Ford/Chrysler) to anyone in our service area. The manufacturer emails out Sales and Service Mailers from the Factory showing from Dealership Name as we are the closest Ford/Chrysler dealer to said customer.
We have contacted and informed the manufacturers (Ford/Chrysler) to cease and desist all communications to said customers above.
We do not share/sell any email address or phone numbers to third parties. All information collected is used for in-house purposes only.
Said Customer is marked as "DNC" (Do not Contact) in our CRM. We also have no contact information on said customer including his/her email address.
Initial Business Response /* (1000, 6, 2014/10/03) */
Contact Name and Title: [redacted], GM
Contact Phone: XXXXXXXXXX
We firmly stand behind our decision to require the purchase of four new tires, as supported by the statement below from our Ford Field Service Engineer. At the time of the...
service, the customer's tires had over 18,150 miles. If In the event that only one tire was replaced, a greater hazardous outcome could have occurred due to a difference in tire size between the one new and three old tires, as documented below. The documentation provided to the customer from the Ford Service Manual does in fact state that if all four of the tires are not the same size and brand, to install tires that are the same size and brand, and also to inform the customer to only use the same tires and brand.
"As far as any concerns with tire issues on AWD vehicle, it is recommended to ensure that all tires are within half an inch in circumference of each other. If they are not within this specification, there have been concerns with PTU noise/damage and even concerns with the stability control due. These concerns can occur due to the size difference in the tires causing different rotation speeds. As stated in the WSM section 308-07a, "The AWD system uses input data from the ABS module wheel speed sensor inputs to the PCM. A dissimilar spare tire size (other than the spare tire provided) or major dissimilar tire sizes or improperly inflated tires between the front and rear axles could cause the AWD system to stop functioning correctly." The PCM will set a fault code P187b "When the PCM detects an inappropriate size wheels/tires (greater than 5% difference in size across the front and rear axle or greater than 14% difference in size at one wheel on either the front or rear axle) installed." If a vehicle had a blow out and needed a tire replaced, and the tire wear is greater than the 14% difference, then replacement of all tires is necessary for the AWD system to work properly."
- Ford Field Service Engineer
Initial Consumer Rebuttal /* (3000, 8, 2014/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with this response for the following reasons:
1. According to the 2012 1st publishing of the Ford Escape manual, it states "It is recommended that the two front tires or two back tires generally be replaced as a pair." It does not say Ford requires you purchase four tires.
2. The service advisor did not check tread depth with a depth gauge, so I have no proof the tire wear exceeded Ford guidelines.
3. The real question is: Was the "requirement to purchase four tires really from Ford or from the dealer. Based on my conversations with my selling Ford dealer, three other N.E. Iowa Ford dealers and with Ford Customer Service, it was determined Ford does NOT require this, but rather it was the dealers way of taking advantage of an out of state traveler by stating this was a Ford requirement.
4. I mentioned I would take full responsibility if a problem arose because I purchased one tire. Again, the dealer refused.
5. Ford also states the tires should be from the same manufacture and the same tire size. I had Michelin tires on my vehicle and the dealer had [redacted] in stock that were the same size. I did confirm with Michelin that the model of the tire would not cause any issues, if it were different than the model of tires on the vehicle.
I feel this situation could have been handled more professionally by the dealer. If I still wanted to purchase one tire after the dealer explanation as why four should be purchased, then I should have been accommodated. At the very least, I could have been shown the recommendation from the Escape Manual that suggested tires be replaced in pairs and I would have done that with no issues.
Regardless of the dealer response, I feel the incident exhibits a less than honest representation of their work ethic and I will urge people through social media to be cautious of doing business with this dealership.
Final Business Response /* (4000, 10, 2014/10/07) */
WE ARE PRESENTING FACTS FROM A SHOP MANUAL AND A LETTER FROM A FORD SERVICE ENGINEER. THE TIRES INSTALLED WERE [redacted] LATTITUDE TOUR P225/65R17. THESE TIRES HAVE A MAUFACTURED TREAD RATING OF 65000 MILES. MR [redacted]'S ESCAPE HAD 18,150 MILES ON IT AT TIME OF REPLACEMENT. THAT IS 27.9% USE OF TREAD BASED ON MILES. THERE CAN ONLY BE A 5% DIFFERENCE SIDE TO SIDE AND 14% DIFFERENCE FRONT TO REAR. WE ONLY RECOMMENDED 4 TIRES BASED OFF THE FACT IT IS AWD AND DAMAGE WILL OCCUR TO THE POWER TAKEOFF UNIT IF TIRES DO NOT MATCH. THE PTU IS ENGAGED AND DISENGAGED OFF OF SPEED READINGS FROM EACH WHEEL. THOSE READINGS WILL NOT MATCH IF THE TIRES ARE NOT WITHIN THE ABOVE MENTIONED PERCENTAGES. THOSE SPEED READINGS NOT MATCHING MAKES THE PCM BELEIVE THERE IS TIRE SLIPPAGE AND THE PTU WILL BE ENGAGED AND DISENGAGED CONSTANTLY RESULTING IN BURNING UP THE PTU.
Final Consumer Response /* (4200, 12, 2014/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No where does Ford REQUIRE the purchase of four tires. Even the Escape Manual states tires should be replaced in pairs. The service advisor that I spoke with did not RECOMMEND the purchase of four tires, but said he was REQUIRED to sell four tires. I am well aware of what the service manual states and it is a guideline used if a problem arises-IT IS NOT A REQUIREMENT FOR EITHER THE DEALER OR THE CUSTOMER REGARDING TIRE PURCHASE. The above may happen, but does not mean it will happen. I had my local Ford dealer look at six individual tire purchases that were made about 9-12 months ago for AWD vehicles. NONE OF THEM HAVE EXHIBITED ANY PROBLEMS WITH PTU. I am not saying it can't happen, but the responsibility for that decision rests with the customer NOT the dealer. I spoke to the owner of the dealership I have used for 25 years and was given some insight to the dealer/Ford relationship regarding customer issues and Ford's stance depending if the issue involved is warranty or non-warranty. Bottom line, I trust the Ford Factory Rep, the Ford dealer I patronize and the service manager who all agree my dealings with Tri-States could have been handled in a much more upfront way.
Initial Business Response / [redacted] (1000, 6, 2014/10/03) */ Contact Name and Title: [redacted] , GM Contact Phone: XXXXXXXXXX We firmly stand behind our decision to require the purchase of four new tires, as supported by the statement below from our Ford Field Service EngineerAt the time of the service, the customer's tires had over 18,milesIf In the event that only one tire was replaced, a greater hazardous outcome could have occurred due to a difference in tire size between the one new and three old tires, as documented belowThe documentation provided to the customer from the Ford Service Manual does in fact state that if all four of the tires are not the same size and brand, to install tires that are the same size and brand, and also to inform the customer to only use the same tires and brand "As far as any concerns with tire issues on AWD vehicle, it is recommended to ensure that all tires are within half an inch in circumference of each otherIf they are not within this specification, there have been concerns with PTU noise/damage and even concerns with the stability control dueThese concerns can occur due to the size difference in the tires causing different rotation speedsAs stated in the WSM section 308-07a, "The AWD system uses input data from the ABS module wheel speed sensor inputs to the PCMA dissimilar spare tire size (other than the spare tire provided) or major dissimilar tire sizes or improperly inflated tires between the front and rear axles could cause the AWD system to stop functioning correctly." The PCM will set a fault code P187b "When the PCM detects an inappropriate size wheels/tires (greater than 5% difference in size across the front and rear axle or greater than 14% difference in size at one wheel on either the front or rear axle) installed." If a vehicle had a blow out and needed a tire replaced, and the tire wear is greater than the 14% difference, then replacement of all tires is necessary for the AWD system to work properly." - Ford Field Service Engineer Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with this response for the following reasons: According to the 1st publishing of the Ford Escape manual, it states "It is recommended that the two front tires or two back tires generally be replaced as a pair." It does not say Ford requires you purchase four tires The service advisor did not check tread depth with a depth gauge, so I have no proof the tire wear exceeded Ford guidelines The real question is: Was the "requirement to purchase four tires really from Ford or from the dealerBased on my conversations with my selling Ford dealer, three other N.EIowa Ford dealers and with Ford Customer Service, it was determined Ford does NOT require this, but rather it was the dealers way of taking advantage of an out of state traveler by stating this was a Ford requirement I mentioned I would take full responsibility if a problem arose because I purchased one tireAgain, the dealer refused Ford also states the tires should be from the same manufacture and the same tire sizeI had Michelin tires on my vehicle and the dealer had [redacted] in stock that were the same sizeI did confirm with Michelin that the model of the tire would not cause any issues, if it were different than the model of tires on the vehicle I feel this situation could have been handled more professionally by the dealerIf I still wanted to purchase one tire after the dealer explanation as why four should be purchased, then I should have been accommodatedAt the very least, I could have been shown the recommendation from the Escape Manual that suggested tires be replaced in pairs and I would have done that with no issues Regardless of the dealer response, I feel the incident exhibits a less than honest representation of their work ethic and I will urge people through social media to be cautious of doing business with this dealership Final Business Response / [redacted] (4000, 10, 2014/10/07) */ WE ARE PRESENTING FACTS FROM A SHOP MANUAL AND A LETTER FROM A FORD SERVICE ENGINEERTHE TIRES INSTALLED WERE [redacted] LATTITUDE TOUR P225/65RTHESE TIRES HAVE A MAUFACTURED TREAD RATING OF MILESMR [redacted] 'S ESCAPE HAD 18,MILES ON IT AT TIME OF REPLACEMENTTHAT IS 27.9% USE OF TREAD BASED ON MILESTHERE CAN ONLY BE A 5% DIFFERENCE SIDE TO SIDE AND 14% DIFFERENCE FRONT TO REARWE ONLY RECOMMENDED TIRES BASED OFF THE FACT IT IS AWD AND DAMAGE WILL OCCUR TO THE POWER TAKEOFF UNIT IF TIRES DO NOT MATCHTHE PTU IS ENGAGED AND DISENGAGED OFF OF SPEED READINGS FROM EACH WHEELTHOSE READINGS WILL NOT MATCH IF THE TIRES ARE NOT WITHIN THE ABOVE MENTIONED PERCENTAGESTHOSE SPEED READINGS NOT MATCHING MAKES THE PCM BELEIVE THERE IS TIRE SLIPPAGE AND THE PTU WILL BE ENGAGED AND DISENGAGED CONSTANTLY RESULTING IN BURNING UP THE PTU Final Consumer Response / [redacted] (4200, 12, 2014/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) No where does Ford REQUIRE the purchase of four tiresEven the Escape Manual states tires should be replaced in pairsThe service advisor that I spoke with did not RECOMMEND the purchase of four tires, but said he was REQUIRED to sell four tiresI am well aware of what the service manual states and it is a guideline used if a problem arisIS NOT A REQUIREMENT FOR EITHER THE DEALER OR THE CUSTOMER REGARDING TIRE PURCHASEThe above may happen, but does not mean it will happenI had my local Ford dealer look at six individual tire purchases that were made about 9-months ago for AWD vehiclesNONE OF THEM HAVE EXHIBITED ANY PROBLEMS WITH PTUI am not saying it can't happen, but the responsibility for that decision rests with the customer NOT the dealerI spoke to the owner of the dealership I have used for years and was given some insight to the dealer/Ford relationship regarding customer issues and Ford's stance depending if the issue involved is warranty or non-warrantyBottom line, I trust the Ford Factory Rep, the Ford dealer I patronize and the service manager who all agree my dealings with Tri-States could have been handled in a much more upfront way
Initial Business Response / [redacted] (1000, 5, 2014/12/01) */ THE DIAGNOSIS AS STATED ON RO IS FUEL PUMP PRESSURE LOW WHICH IN RETURN DAMAGES FUEL INJECTORSWE STAND BEHIND OUR DIAGNOSISAND WE DO NOT GUARANTEE DIAGNOSIS WHEN WE DO NOT DO THE REPAIRS
Initial Business Response /* (1000, 5, 2014/12/01) */
THE DIAGNOSIS AS STATED ON RO IS FUEL PUMP PRESSURE LOW WHICH IN RETURN DAMAGES FUEL INJECTORS. WE STAND BEHIND OUR DIAGNOSIS. AND WE DO NOT GUARANTEE DIAGNOSIS WHEN WE DO NOT DO THE REPAIRS.
Initial Business Response /* (1000, 5, 2014/10/27) */
We strive to give each customer 100% satisfaction. We understand the customer is frustrated with their vehicle. All we can do is apologize for the dissatisfaction with their vehicle. We do have several documented text messages from the customer...
and the salesperson starting on September 12th, 2014 at 4:00 PM.
The salesperson received a text message from the customer regarding an issue with their vehicle. Our service department was preparing to close for evening and the salesperson told the customer that there would not be anyone available to work on the vehicle on Saturday, due to light staffing. The customer then decided, on their own will, to take their vehicle to a dealership in Springfield, MO for service. According to documented text messages between the customer and salesperson, the Springfield dealership kept the customer's vehicle for approximately two weeks. The customer requested that we become involved with the other dealership, which we explained we were unable to do.
The customer requested that we refund their money for the purchase of their vehicle. After two months and approximately 3,000 miles, it is impossible for us to do. They then requested to trade in the vehicle. The salesperson said that we would be able to trade in their vehicle for a different one, but at the current value of their vehicle.
We try hard to make sure each customer feels like they are a part of the Tri-Lakes family. We do apologize to the customer if they feel that we took their money and washed our hands of them. That is never our intention.
Our mission is to completely satisfy our customers, a reason why we are top in all dealerships with customer satisfaction. If we can ever be of any assistance, we encourage our customers to contact our Sales Manager, [redacted] or our Service Manage, [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Some facts need to be clarified. They have the timeline all wrong. Our first contact with Tri-Lakes was on August 30, 42 days and 2200 miles (the cherokee just reached 3000 miles on 10/27) after buying the Cherokee. That is when the transmission went out on our vehicle. The person I talked to me told me there was nothing they could do because of the holiday. I had no choice but to go to another dealership because I was stranded. The following week when I spoke with Mr. [redacted] on the phone he stated that the salesman I spoke with should have offered to have the vehicle towed and get me in a jeep rental while it was being repaired.
The other dealership had our vehicle for 36 straight days because the exact problem was unknown and two transmissions were installed trying to fix the issue. During this time is when I asked [redacted] about the possibility of them trading me out of the vehicle because it obviously had serious issues. At that time the jeep had been in the shop for 2 weeks and Jeep was having to send and engineer from corporate to look at it because they had no idea what was wrong with it. I still have all of the text messages if they are needed. All Tri Lakes would offer was to give me used price for my vehicle which I wasn't about to do considering how new it was.
Unsatisfied with my dealings with Mr. [redacted] I did ask to speak to a manager. The person I spoke to said all he could do was give me the number to contact about lemon law. I then left a voice mail for [redacted] stating I needed to speak with him concerning the vehicle and he never returned my call. To the best of Tri Lakes knowledge I am still having issues with the cherokee and they have not once called to see what the status was. As I stated before, they got the sale and my money and then wanted nothing more to do with us. The reply I got more than once was that they didn't build the vehicle, they just sell them. In my opinion a business needs to stand behind the product that they sell. They made no effort to make this happen.
[redacted] the dealership we had to take our jeep to for repairs, has been excellent to work with. There was a little frustration at first because of not being able to find the problem, but they have been in contact with me almost daily from August 30 up until the last call I received on 10/27. They have provided the type of service I would expect from a car dealership, and they didn't even sell me the vehicle. They could have easily told me to take my problems elsewhere, but they wanted to make sure I was a satisfied Jeep customer, regardless of where I purchased the vehicle.
Final Business Response /* (4000, 12, 2014/11/06) */
We again apologize to the customer for their frustration with the vehicle and how the situation was handled. We still continue to strive to for complete satisfaction and recognize that a discrepancy in the communication between us and the customer led to their dissatisfaction. If there is anything else we can do for them, we encourage them to either call our Sales Manager, [redacted] or our Service Manager, [redacted]
Final Consumer Response /* (4200, 14, 2014/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's very easy for them to apologize and say that they strive for complete satisfaction, but their actions speak far louder than their words. They made little to no effort to resolve the issues we were having. I don't see what good it would do me to contact any of their managers now because the vehicle we purchased from them has been replaced by Jeep. If they were not willing to help us with the vehicle they sold us, I don't see what they would possibly be willing to do now that we are driving a vehicle from another dealership. This was our first experience buying from this dealership and it will definitely be our last.
Initial Business Response /* (1000, 5, 2017/05/01) */
Contact Name and Title: [redacted] GENERAL MGR
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]
To Whom this May Concern:
Customers are assigned by the manufacturer (Ford/Chrysler) to anyone in our service area. The...
manufacturer emails out Sales and Service Mailers from the Factory showing from Dealership Name as we are the closest Ford/Chrysler dealer to said customer.
We have contacted and informed the manufacturers (Ford/Chrysler) to cease and desist all communications to said customers above.
We do not share/sell any email address or phone numbers to third parties. All information collected is used for in-house purposes only.
Said Customer is marked as "DNC" (Do not Contact) in our CRM. We also have no contact information on said customer including his/her email address.
Initial Consumer Rebuttal /* (3000, 14, 2017/05/24) */
Additional email received from tri-lakes ford 5/22/2017. This company is clueless about their own advertising practices
Final Business Response /* (4000, 19, 2017/06/20) */
We have no contact information in our CRM's for said customer. Therefore the emails are not coming from us. Based on the number listed in the email it is a tracking phone number from Ford Motor Company.
My suggestion would be to contact the number listed on the email and asked to be removed from the list, and also click "opt out on the email" They will also be of assistance in switching you to receive emails from another dealer. Friendly Ford is no longer in business and we might suggest requesting Corwin Ford as Friendly Ford is no longer in business.
My name is Logan Housman, I am the Internet Manager for this store and would be happy to help you. If you continue to receive these emails, please reach out to me directly and I will try and assist you in anyway I can. My email is [redacted]
[redacted]Customers are assigned by the manufacturer (Ford/Chrysler) to anyone in our service area. The manufacturer emails out Sales and Service Mailers from the Factory showing from Dealership Name as we are the closest Ford/Chrysler dealer to said customer.
We have contacted and informed the manufacturers (Ford/Chrysler) to cease and desist all communications to said customers above.
We do not share/sell any email address or phone numbers to third parties. All information collected is used for in-house purposes only.
Said Customer is marked as "DNC" (Do not Contact) in our CRM. We also have no contact information on said customer including his/her email address.
Initial Business Response /* (1000, 6, 2014/10/03) */
Contact Name and Title: [redacted], GM
Contact Phone: XXXXXXXXXX
We firmly stand behind our decision to require the purchase of four new tires, as supported by the statement below from our Ford Field Service Engineer. At the time of the...
service, the customer's tires had over 18,150 miles. If In the event that only one tire was replaced, a greater hazardous outcome could have occurred due to a difference in tire size between the one new and three old tires, as documented below. The documentation provided to the customer from the Ford Service Manual does in fact state that if all four of the tires are not the same size and brand, to install tires that are the same size and brand, and also to inform the customer to only use the same tires and brand.
"As far as any concerns with tire issues on AWD vehicle, it is recommended to ensure that all tires are within half an inch in circumference of each other. If they are not within this specification, there have been concerns with PTU noise/damage and even concerns with the stability control due. These concerns can occur due to the size difference in the tires causing different rotation speeds. As stated in the WSM section 308-07a, "The AWD system uses input data from the ABS module wheel speed sensor inputs to the PCM. A dissimilar spare tire size (other than the spare tire provided) or major dissimilar tire sizes or improperly inflated tires between the front and rear axles could cause the AWD system to stop functioning correctly." The PCM will set a fault code P187b "When the PCM detects an inappropriate size wheels/tires (greater than 5% difference in size across the front and rear axle or greater than 14% difference in size at one wheel on either the front or rear axle) installed." If a vehicle had a blow out and needed a tire replaced, and the tire wear is greater than the 14% difference, then replacement of all tires is necessary for the AWD system to work properly."
- Ford Field Service Engineer
Initial Consumer Rebuttal /* (3000, 8, 2014/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with this response for the following reasons:
1. According to the 2012 1st publishing of the Ford Escape manual, it states "It is recommended that the two front tires or two back tires generally be replaced as a pair." It does not say Ford requires you purchase four tires.
2. The service advisor did not check tread depth with a depth gauge, so I have no proof the tire wear exceeded Ford guidelines.
3. The real question is: Was the "requirement to purchase four tires really from Ford or from the dealer. Based on my conversations with my selling Ford dealer, three other N.E. Iowa Ford dealers and with Ford Customer Service, it was determined Ford does NOT require this, but rather it was the dealers way of taking advantage of an out of state traveler by stating this was a Ford requirement.
4. I mentioned I would take full responsibility if a problem arose because I purchased one tire. Again, the dealer refused.
5. Ford also states the tires should be from the same manufacture and the same tire size. I had Michelin tires on my vehicle and the dealer had [redacted] in stock that were the same size. I did confirm with Michelin that the model of the tire would not cause any issues, if it were different than the model of tires on the vehicle.
I feel this situation could have been handled more professionally by the dealer. If I still wanted to purchase one tire after the dealer explanation as why four should be purchased, then I should have been accommodated. At the very least, I could have been shown the recommendation from the Escape Manual that suggested tires be replaced in pairs and I would have done that with no issues.
Regardless of the dealer response, I feel the incident exhibits a less than honest representation of their work ethic and I will urge people through social media to be cautious of doing business with this dealership.
Final Business Response /* (4000, 10, 2014/10/07) */
WE ARE PRESENTING FACTS FROM A SHOP MANUAL AND A LETTER FROM A FORD SERVICE ENGINEER. THE TIRES INSTALLED WERE [redacted] LATTITUDE TOUR P225/65R17. THESE TIRES HAVE A MAUFACTURED TREAD RATING OF 65000 MILES. MR [redacted]'S ESCAPE HAD 18,150 MILES ON IT AT TIME OF REPLACEMENT. THAT IS 27.9% USE OF TREAD BASED ON MILES. THERE CAN ONLY BE A 5% DIFFERENCE SIDE TO SIDE AND 14% DIFFERENCE FRONT TO REAR. WE ONLY RECOMMENDED 4 TIRES BASED OFF THE FACT IT IS AWD AND DAMAGE WILL OCCUR TO THE POWER TAKEOFF UNIT IF TIRES DO NOT MATCH. THE PTU IS ENGAGED AND DISENGAGED OFF OF SPEED READINGS FROM EACH WHEEL. THOSE READINGS WILL NOT MATCH IF THE TIRES ARE NOT WITHIN THE ABOVE MENTIONED PERCENTAGES. THOSE SPEED READINGS NOT MATCHING MAKES THE PCM BELEIVE THERE IS TIRE SLIPPAGE AND THE PTU WILL BE ENGAGED AND DISENGAGED CONSTANTLY RESULTING IN BURNING UP THE PTU.
Final Consumer Response /* (4200, 12, 2014/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No where does Ford REQUIRE the purchase of four tires. Even the Escape Manual states tires should be replaced in pairs. The service advisor that I spoke with did not RECOMMEND the purchase of four tires, but said he was REQUIRED to sell four tires. I am well aware of what the service manual states and it is a guideline used if a problem arises-IT IS NOT A REQUIREMENT FOR EITHER THE DEALER OR THE CUSTOMER REGARDING TIRE PURCHASE. The above may happen, but does not mean it will happen. I had my local Ford dealer look at six individual tire purchases that were made about 9-12 months ago for AWD vehicles. NONE OF THEM HAVE EXHIBITED ANY PROBLEMS WITH PTU. I am not saying it can't happen, but the responsibility for that decision rests with the customer NOT the dealer. I spoke to the owner of the dealership I have used for 25 years and was given some insight to the dealer/Ford relationship regarding customer issues and Ford's stance depending if the issue involved is warranty or non-warranty. Bottom line, I trust the Ford Factory Rep, the Ford dealer I patronize and the service manager who all agree my dealings with Tri-States could have been handled in a much more upfront way.