North County Ford Inc

We are sending a refund to *** * *** *** of $We apologize for the lack of communication shown this customer

*** *** *** *** *** has left several messages for this customer, she has been trying to follow up and get a hold of her. She checks her voicemails every morning and there has not been any messages from her She has not called me back When***
spoke to her last, before she contacted the *** *** she let her know we would not be able to release the low payoff check until we received the title from the lender we paid off I advised her to call her bank and find out what the delay was with them sending us the title. The lender said they had sent the title directly to the customer instead of us. We've been trying to reach her to confirm she has our title and to let her know all she has to do is come in with the title and we can swap and release the check

*** *** the North County Ford Finance Director just spoke to this customer. She tried contacting him 2X after the GSM received his letter to cancel the items requested. He returned the calls over the weekend while she was off. She called him back first
thing this morning and assured him she had sent the check request to the business office for the refund to go back to USAA. She apologized for the inconvenience and stress this issue has caused him and also asked him why he didn’t contact her from the beginning. She spoke to him days after he purchased his vehicle to help him with a flat cancellation with Cap One (original lender we sent his contract to) and re route his deal to USAA per his request. At that point she gave him her name and direct line and asked him to please call her if he ever needed anything in the future. She also reminded him of our conversation when we dealt with his financing when she confirmed she would be sending USAA the current purchase order (sales contract) for the full amount and he agreed. He did not mention anything regarding any cancellations at that point either. Anyway, I took care of his refund request and let Mr*** know he will be seeing a refund of $on his USAA statement. We appreciate Mr*** and consider him one of our valued customersWe regret any inconvenience to him and apologize for the lack of communication

I have contacted the customer and the running boards have been ordered. The customer is satisfied, and I have apologized for the lack of follow up etc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.Thank you very much for your help in this matter.  I don't think the issue would have been resolved to my satisfaction so quickly without your excellent, quick help.  Once again, thank you very much.I must say The reply from North County Ford is accurate in so far as the amount they owe me is concerned, much of the rest is baloney.  I hope they send that amount to USAA soon since it has taken them a full month to get to this point, and without your help, maybe they never would have gotten around to handling this matter properly.  I made so many calls (and email and a snail mail letter)  to different people at N.C. Ford without getting any response from them that I must admit this 75 year old man got pretty stressed out over the whole matter.  Interesting, They pushed the original financing through the morning after I was there but have taken a month to get around to approving my refund check. Thanks Again and Happy New Year to you.
Regards,
[redacted]

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.
In response to North County Ford's message, I stand by my initial complaint and swear that not one single attempt has been made by [redacted] or any employee at North County Ford to return any of my calls. I have my phone records that prove not a single incoming call was ever received from them. I also spoke to the owner of North County Ford, Scott Crowley, he promised to look into the matter immediately and to get right back to me, but still haven't received a phone call back from him in over two weeks.  The only truth about Ford's response to this complaint is that [redacted] did tell me, the one time I actually got a hold of someone,  to contact my bank to find out where the title is.  I was told by the bank that they no longer send titles via mail, it is all done electronically through the [redacted] now. Titles are transferred 48 hours after the payoff was made. Payoff was made July 24, 2014 which means they have had the title waiting for them 2 days after that. I do not have the title nor have I ever received one from my bank. The truth is that North County Ford has the title in hand and has my vehicle for sale on their lot and on the website. How can they sell my vehicle without a title? They are not being truthful about returning my calls or having possession of the title.

        In order to resolve this, I would like North County Ford to release my check immediately. I have proof they have possession of the title so there should not be an issue with mailing out my check.
 
Regards,
[redacted]

Better...

Business Bureau:
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.This is a follow up complaint ID# [redacted] on 10/6/14. I was charged in Aug. 1895.00 + tax + interest for installment of running boards for my vehicle. After 3 months of ignoring my inquiry when they would be installed, it finally happen after my complaint to Revdex.com in Oct. I was told the cost to N.C. Ford was about 780.00. N.C.Ford owes me money. I have gone into the dealership to find out who would be the one to talk to. After 2 more months I had been given several names, none of which have answered my phone calls or e-mails. I imagine they hope I'll give up on obtaining the money owed to me. They need to refund the lender or refund directly to me. The difference of what the product & installation actually cost to what was paid to NC Ford is 1115.00 + 94.78 tax + 21.72 interest currently pd for 6 mo. A total of 1231.50 owed. Not to mention the time and aggravation I've endured over the past 6 months trying to resolve the whole thing. It is amazing the amount of disservice this dealership has given me, all the way up the line to the owner.N.C. Ford either refund back the finance co. (Golden 1 credit union) the amount they owe, or refund me so I can credit my finance account. 
Regards,
[redacted]

Review: I purchased a 2015 explorer on 8/07/14. With this purchase I included accessories one of which was to install running boards. I was told these had to be ordered and waited 3 weeks when North county ford had called and made an appointment to have 3 services installed. At that time they told me Ford does not make running boards for my particular vehicle and sent me to their finance dept. to have the contract redone removing the amount of the running boards. After waiting an hour [redacted] in finance told me he had talked with the owner of that Ford dealership, [redacted], about finding a 3rd party source to acquire retractable running boards for my vehicle. They said they would absorb the difference in cost from what I already paid. It has now been 2 months waiting for running boards. I have made several telephone calls to this dealership, including to the personal cell number of Mr [redacted] having to leave messages for both men. In my message I requested an update on the status of obtaining the running boards. I have not received one communication on the matter from either man. I now suspect they hope I will give up on the matter so they can keep the money they now owe me. It is inconceivable to me how such a business can treat a customer with total disregard. The salesman should not have sold me a product Ford does not provide in the first place. This was the 4th explorer I have purchased from this dealership. This is the last vehicle I buy from them.Desired Settlement: Since I have been totally ignored from North County Ford over this matter, I assume they are unable to obtain running boards for my vehicle. Why they don't say so, is beyond me. They owe me the amount of the running boards of $1,895.00 plus tax and the finance interest paid on that amount.

Business

Response:

I have contacted the customer and the running boards have been ordered. The customer is satisfied, and I have apologized for the lack of follow up etc.

Business

Response:

We are sending a refund to [redacted] of $1231.50. We apologize for the lack of communication shown this customer.

Consumer

Response:

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.This is a follow up complaint ID# [redacted] on 10/6/14. I was charged in Aug. 1895.00 + tax + interest for installment of running boards for my vehicle. After 3 months of ignoring my inquiry when they would be installed, it finally happen after my complaint to Revdex.com in Oct. I was told the cost to N.C. Ford was about 780.00. N.C.Ford owes me money. I have gone into the dealership to find out who would be the one to talk to. After 2 more months I had been given several names, none of which have answered my phone calls or e-mails. I imagine they hope I'll give up on obtaining the money owed to me. They need to refund the lender or refund directly to me. The difference of what the product & installation actually cost to what was paid to NC Ford is 1115.00 + 94.78 tax + 21.72 interest currently pd for 6 mo. A total of 1231.50 owed. Not to mention the time and aggravation I've endured over the past 6 months trying to resolve the whole thing. It is amazing the amount of disservice this dealership has given me, all the way up the line to the owner.N.C. Ford either refund back the finance co. (Golden 1 credit union) the amount they owe, or refund me so I can credit my finance account.

Regards,

Review: Let me first start off by saying had we not just done a military PCS I would try to handle this issue in person. Also, had this move not happened I would be none the wiser about the information given to me at NCF.

First off, we called TWO weeks prior to the service date and gave the make, model and year of the suv (we did purchas it from this ford and it had been serviced there before I believe so they also had it on record) and informed them of our cross-country move and requested a full service check (90,000miles work done since we were so close) AND a GPS map update.

When we arrived we dropped off the suv. We took our two small children and wondered around Vista for over five hours. We got the call to go back to the dealer and returned promptly.

They fed us some bogas that they couldn't update the maps because of some usb cip necessary for the update that was sooooooo rare it was on some extreme form of back order. IF that were the case than wouldn't you think they would have let me know when service called me to quote me the work a week before we brought the SUV in?

Anyways, than they proceeded to go through the list of things they couldn't do to the SUV because they were too time consuming. Again, we did give them TWO weeks notice and we did tell them we were needing it all done in preparation for a cross-country drive. That evidently didn't even phase them.

So we drive across the country and as per our ford booklet for our car and the way we had done things before we knew we had 10,000 miles before our oil change was needed. However, our dash board lights up for an oil change. Nice, after 5,000 miles. So here we sit at a ford dealership in Virginia and they are letting us know NO oil filter was put in the SUV at all after the last change. Are you serious?? No filter at all??! My mind is blown. Also they wanted to see what we thought about doing the 90,000 mile work and we told them we had been informed it was way time consuming and NCF wasn't willing to do it so we were surprise they offered. He laughed at me and said that was ridiculous. THAN I had a funny feeling I should ask about the map GPS update. Funny story, it's a CD that service orders and it takes 7-10 days to arrive and than its a simple update you can do on your own! What!?! That tells me that Ford, even though they had adiquet time and information of the service we needed and car type, failed to plan ahead and so they lied to us. We waisted hours for hardly any work to be done and what was done was half-hartedly completed.

I'm so fed up with the situation. I just can't wrap my head around everything.Desired Settlement: I would like a refund of the work they did but didn't actually do before we left. It was $300 and some change. We just had to have the oil changed here at this new Ford dealer and we ordered the map GPS update since we are in a new location and don't know our way around and roads aren't showing up on the current map (hence we wanted to have it done before hand) so I would like to be compensated the $312.90 we just dished out for the CD's (which could have EASILY been acquired by your ford dealer and part of that is the early oil change we had to get because of our dashboard notices because of the missing filter)

Business

Response:

[redacted], Service Manager, has spoken with the customer and is refunding her payment of $395.00, along with his sincere apology.

Review: The truck was sold with rims that were not street legal. When I went to price new tires I was told the rims were illegal in California for street use and were, in fact, for 4-wheeling off road only.Desired Settlement: I would like the street legal look alike.

Business

Response:

North County Ford has ordered new rims for the customer.

Consumer

Response:

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, the rims have been ordered but are not on my truck yet. All seems to be going well so far. They also said that my maintenance package would be upgraded when I signed off to everything because the oil package was not the maintenance package as I'd been told. It was a problem the first time I tried to use it.

Regards,

Review: Hello,

I have been in contact with Ford motors for months now in order to get a key replaced. I have used their online chat service, I have called, and I have written them a letter and nothing has been done. Every time I contact them they PROMISE me that the issue is resolved and I will get a follow up email/call the next business day. I have NEVER recieved any key let alone follow up from them. AFter my FOURTH attempt with the online service I called the dealership that I bought the car from and they had no idea what Im talking about. Then they proceed to tell me that a replacement key will cost me over $300. This was the first time any one mentioned payment for the key. All other interactions said it was no problem and it was being taken care of. With each atteot they did hve a history of our "chats". The phone call got me no where and I still have not heard back from the letter I wrote them via their website. This is going on three months now with me attepting six times and being told every time that it was taken care of. With the exception of the phone call where he had no idea what I was talking about. I am at a loss. I do not know what I can do anymore. Not only have I not received what I was promised but now theyre trying to charge me! Ive given them both my cell and work phone number, both work and personal email and the VIN number to my car FOUR times. Please help me. Thank you in advanced for your time.Desired Settlement: I would like my replacement key made, programmed and given to me at NO CHARGE! Thank you.

Business

Response:

We have replaced the key at no charge to the customer, we apologize for the lack of communication regarding this issue.

Review: Over 3,000 dollars was spent to repair the Front end of the truck, interior, and exhaust. After getting my truck back I noticed something near the front end was loose and was rattling while driving down the road. I also noticed there were two bolts that they forgot to even tighten down on the front passenger seat and a washer laying on the frame near the right front of the truck. Instead of repairing my exhaust correctly, they cut off my muffler and welded on a replacement muffler which affected my performance and gas mileage negatively. On July 16 2013, I made an appointment to take the truck back in and have the issue investigated. The truck was brought to the dealership's service department at 1:00pm PST. The service technician that handled the case was [redacted]. At 5:14pm on July 16 2013, I received a call from [redacted] notifying me that my truck was ready for pick up. He said he and his manager drove my truck and didn't hear anything and that nothing was wrong with the truck. They tightened everything down and the washer I found sitting on the frame was unrelated to the repair. Once I left, 1.7 miles down the road I heard the same rattling that [redacted] and his manager were unable to hear after driving my truck for 5 miles. I also noticed my stereo settings had been changed from the usual auxiliary output setting for my MP3 player to the radio which leads me to believe someone was listening to my stereo instead of listening for the noise I took my truck in for. Ultimately, I lost money due to having to take off work, wasted my much expensive fuel to drive to the dealership so someone could waste another five miles worth of fuel and not even fix what I took it there for.Desired Settlement: I want the truck repaired correctly. I want a new exhaust system put on and the rattling investigated thoroughly and repaired correctly. I want a loaner vehicle issued to me while the repairs are being done. Before all this is done, I want someone (Preferably a manager) to sit in my truck and drive with me so they can hear and understand what my original complaint was about.

Business

Response:

[redacted],I remember responding to this complaint when we received it, I remember because it was such an odd situation.This truck was purchased by Mr. [redacted] from our customer, 5 Grand Auto. North County Ford was asked by 5 Grand Auto to repair it. North County Ford repaired the vehicle. The repair bill was paid by 5 Grand Auto. The customer never paid us anything; therefore we could not refund money to Mr. [redacted]

Review: I went to North County Ford to look at a new Mustang. I researched pricing based on the program they participate in "[redacted].com" which guarantees a dealer discount, and prints out a savings certificate to bring to the dealer, I brought my certificate with me guaranteeing a price of $26,656 (includes 2 rebates) for the car I wanted. This is the first time I shopped for a car alone without my husband and as a result was pressured and badgered for hours to purchase the vehicle by one of their finance/sales people. I was promised one thing and terms/prices were changed back and forth on me all day, for hours. I even came right out and told the salesman ([redacted]) "it's ok, if you can't get the price/payment where I need it, it's just not the right time for me to buy" No this salesperson was insistent he could make it work and continued to pressure me and make false promises about price and payment, even trying to make me feel guilty for the amount of time he spent working on it - Isn't that what he is getting paid to do?

I was up front and said I had zero money to put down but if I absolutely had to I could maybe put $1,000 down in 4 to 6 weeks when I received a refund for selling my current car- Of course he said that was fine and wonderful and for me to just write a check dated for 28 days from now -I said I will not get my refund by then-[redacted] says oh it's no problem just give us a call and we will hold the check longer. This turned in to me having to put $1500 down which is more than I agreed to and the finance person actually stopping me in the lobby on my way out to change my postdated check because she said it was illegal! which it is not

The car I bought was "on sale" not even sure how that fits in to my true car price, but in the end after hours and hours of pressures sales, exhausted, I bought the car with 3 rebates which should have made the price $25,656 based on my true car guarantee (this is not even the NCF advertised "sales price" which would have made the price even lower)- after tax license etc I was charged $1304 over my guarantee certificate. At the end of the night during signing I see on my paper work that they increased my interest rate to 7.99% without telling me! How can you do that without telling the customer? The explanation was, oh well you can't get the 3rd rebate if I give you the lower interest rate - what the heck does that mean? they didn't even apply the 3rd rebate based on true car numbers - So I was pressured and badgered for hours by one salesman, paid $1300 over what I should have, going to have to put an additional $500 down that I did not want, had my interest rate increased without my knowledge or approval, have a huge monthly payment and my car was delivered to me dirty! I had to have it detailed myself the next day - The car was not cleaned and the person that explains all of the car functions phone etc. had gone home. Dirty car and no one to explain how things work in it! This was the most stressful horrible car buying experience I have ever had - needless to say I will never go back and will continue to warn others about their high pressure sales and deceitful pricing and tacticsDesired Settlement: I would like my personal check returned to me - Because of the unbelievable amount of pressure, harassment and deceitful treatment I received, I felt I was forced to purchase the car under complete duress. I was also overcharged $1304, told my post dated check was illegal, was physically stopped in the lobby to change it, and I also had to pay for my own car detail -

I was approved for a lower interest rate and finance took it upon themselves, without my knowledge to increase it!

Business

Response:

Ms [redacted] gave us a post dated check on the day of her purchase for $1500.00 We stopped her and had her date it for the day of her purchase and agreed to hold it. It is North County Fords’ policy not to accept post dated checks. On September 3,2013 she stopped payment on the check. On August 8,2013 she send North County ford a check for a $1000.00. This check is short $500.00. Everything is spelled out on her contract which she signed.[redacted]

Review: 8-15-14

I just bought a 2013 Ford Edge on Friday August 8th, this was my third auto purchased at North County Ford in Vista and by far the most disappointing. I paid 15 thousand cash toward a $37,000 total and was told that I would be given any number of additional items "At no extra cost to me" . The first was to upgrade the current Bumper to Bumper warranty from 5yr/80,000 miles up to 7yrs/ 100,000 miles, normally $2995. Second would be Teflon coating the exterior and interior-normally 595 for each. Finally Lojack usually 795. Over and over again my mother and I were told that all of these line items are going to be added to make this deal super sweet and were both told, "AT NO EXTRA COST TO YOU" . He also told me that he would get my interest rate lowered by quite a bit since we had so much in common. There was no explanation that the charges were going to be added to the overall monthly payments or end amount listed. It was crystal clear in the conversation 8 times in all that "I am gonna throw this in at no extra cost to you". Well I was charged for a total of almost $5000.00 extra added items Three days later I took my new car to my insurance agent to get coverage, he brought to my attention Ipaid over $41,000 not 37. Then when I confronted the finance manager he flat out denied having ever said this to both my mother and myself. Then he said "well it's all added to the overall price which is reflected in the monthly payment" this neither my family member nor myself were informed of at any point during the discussion of financing. After several hours of being told "at no extra cost to you" I felt confident to sign without hesitation, all of the contract. I didn't realize at that point that all the items he told me would be added at no cost to me, actually had been added at a cost to me. All I want here is to be given what I was told I would get-at no extra cost to me-no more, no less.Desired Settlement: All I want is to be given what we were both told. The line items (full warranty, interior and exterior protection, and Lojack) "AT NO COST TO ME"

Business

Response:

[redacted] the General Sales Manager has spoken to [redacted] and the issue has been resolved.

Consumer

Response:

Hello, I filed the complaint on the 16th of August and actually received a call this morning from the Manager at North County Ford [redacted], and we resolved the issue between the two of us. There will be no more action from me at this time.

Review: On 8 April 2014, I purchased a 2014 Ford Fusion Hybrid from North County Ford and I was informed that I would receive license plates and a title for the vehicle within 4-6 weeks. After 8 weeks passed, I called the DMV to find out why there was a delay. The DMV told me that the dealership never sent them anything. I notified North County Ford and they informed me that all required paperwork was definitely sent to them and I would be receiving my license plates and title any day.

2 more weeks pass, I call the DMV again. The DMV informs me again that they have received nothing from North County Ford, and that I need to call the dealership and make sure they sent the necessary paperwork. I notify North County Ford again, and without even putting me on hold to check the status, they inform me that all necessary documents have been sent. I am then transferred to the DMV Rep, where I left a message,but received no reply back.

After 3 months have passed, I received a "Notice of incomplete registration" from the DMV informing me that I could not legally operate my vehicle on the street, and it would be impounded if am caught by law enforcement. Again, I contacted North County Ford, and The Manager informed me that he would take care of the problem and would immediately get back to me and let me know the status of this situation. I never received a call back from him. I then contacted the North County DMV rep and had to leave another message, but no call back. I left a message with the customer relations rep, but didn't receive a call back.

I finally drove my car back to North County Ford and asked for my money back since they have breached their contract and sold me a car that I cannot legally operate on the street, and that I can't get a title for. They manager just handed me a sticky note and told me to call the DMV rep again. I explained to him that I have tried this 5 previous times, but nobody calls me back. The manager also informs me that there is nothing he can doDesired Settlement: I would like a full refund for the price of the vehicle, tax, titles, and license, and also for the extended warranty that I purchased through a third party company for this car.

I paid all cash for this vehicle, and Ford has not provided me with a vehicle that I can legally operate on the street. Also, Ford was completely unprofessional, irresponsible, and incompetent throughout the entire process. Not only do they have horrible customer service, their business practices are completely illegal and unethical if they are going to tell their customers they have no other choice but to keep operating their vehicle illegally on the street when they are fully aware that it is against the law to do so as a result of the incompetence, and lack of action of Ford employees to do their job.

Business

Response:

Mr. [redacted] has received his plates and registration. we have apologized for the poor customer service he has received.

Review: I purchased a 2015 Mustang on December 7, 2014. At the time the contract was written and signed I ordered two items be added to the car. I ordered the "Lojack" product for $795.00 and the "Express Care Paint" product for $495.00. The next day I changed my mind and decided to cancel the two above items since they had not been installed on the car. I had to take some papers to North County Ford that day so when I went there I told my salesman to please cancel the two items. I was told the finance person I needed to talk to was not there so I left the dealership under the understanding everything would be taken care of. To date (December 28) I have not received any refund or any word that the refund was on its way. I have called the dealership many times and have left word with my salesman "RC" and messages on the Finance Manager's phone and on Mike Cottrell's phone. RC called me once and said he would talk to the General Manager about the problem because he couldn't see why there would be any problem refunding the cost of the items and the tax, etc. I still have heard nothing more. I wrote a letter to the General Manager on December 20, 2014 and have not received a reply to that letter either. I am really surprised North County Ford would treat a new customer in this fashion.

I have a "Due Bill" from North County Ford for the two items dated 12/7/2015.Desired Settlement: I want my money back including tax

Business

Response:

[redacted] the North County Ford Finance Director just spoke to this customer. She tried contacting him 2X after the GSM received his letter to cancel the items requested. He returned the calls over the weekend while she was off. She called him back first thing this morning and assured him she had sent the check request to the business office for the refund to go back to USAA. She apologized for the inconvenience and stress this issue has caused him and also asked him why he didn’t contact her from the beginning. She spoke to him 3 days after he purchased his vehicle to help him with a flat cancellation with Cap One (original lender we sent his contract to) and re route his deal to USAA per his request. At that point she gave him her name and direct line and asked him to please call her if he ever needed anything in the future. She also reminded him of our conversation when we dealt with his financing when she confirmed she would be sending USAA the current purchase order (sales contract) for the full amount and he agreed. He did not mention anything regarding any cancellations at that point either. Anyway, I took care of his refund request and let Mr. [redacted] know he will be seeing a refund of $1393.20 on his USAA statement. We appreciate Mr. [redacted] and consider him one of our valued customers. We regret any inconvenience to him and apologize for the lack of communication.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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.Thank you very much for your help in this matter. I don't think the issue would have been resolved to my satisfaction so quickly without your excellent, quick help. Once again, thank you very much.

Review: About 6 months ago I traded in a car that I also purchased here for a truck, the car that I traded in had an extended warranty that I had purchased from them, the unused portion of that extended warranty (about $1,700) was supposed to get refunded to me within 60 days of my trade. It has been 6 months now and after talking to 4 different Finance and Sales Managers over the last 4 months haven't gotten a response from any of them. One of them about 3 months ago told me that they might had lost my request form along with several others that were also lost and asked me to file a new request form. I did this and emailed it to him directly 3 months ago and still no response or refund check. All I am asking for is for my refund check, I have been more than patient with North County Ford but after the lack of response from any of their associates I am resourcing to filing this complaint with the Revdex.com in hopes that someone higher up will hear me and find out what's happening. I live in Texas now so don't have the option of just driving to the dealer to speak to someone face to face, my new Texas address were on both refund request forms I filed so they were well informed that I was moving and what my new mailing address would be.Desired Settlement: My desired outcome is to finally received my prorated refund of about $1,700 for the unused portion of the extended warranty I purchased on a vehicle that I traded in for a new one after only 6 months of buying it.

Business

Response:

A check was sent in the amount of $1,734.78 12/10/2015. It was cashed with [redacted] on 12/24/2015. The customer is requesting us to reissue a check that has been cashed.

Consumer

Response:

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.

Shortly after I filed this formal complain with the Revdex.com North County Ford notified me that the check had been cashed by someone almost 1 month ago (at that time) and that they could not issue another one. That's when I found out that they had mailed the check to my old address even when I told them numerous times to make sure and mail the check to my new address. This was also indicated on the original Request Form (the one they lost) and the new one that was re-sent to them in September 2015 (Attached). I also asked [redacted] at the dealership thru text message (Attached) to please make sure that the check gets mailed to the correct address per my request form. Long story short, the check was mailed to the wrong address due to a clerical error on their end and someone unknown to me cashed it. At that point I asked for North County Ford to to please call their bank and explain to them what happened but they refused to take any further action. One of the Managers there told me that "the check was cashed so they did their part" right before hanging up the phone on me, I have't been able to reach anyone at the dealership since that time.

Review: I traded in my car and then purchased a vehicle on 6/15/2014 from North County Ford. It took them a month to get the vehicle financed for the terms I agreed to. While waiting for the financing to go through, I needed to make another payment of $647.47 to my former bank in order for my account to not go in default. The finance person promised me the payment would be returned after the new vehicle was finished being financed. I have not received the payment back 2 months later. I have called almost on a daily basis for 6 weeks now trying to reach someone who will help me in solving the matter. Every phone call has been pushed to voicemail and has been unreturned or unanswered. I have left messages for every person in the dealership from the finance managers to the dealership's general manager, no one will return any of my calls. The one time I actually got through to someone, [redacted], I was told she can't help me and to call my former bank to find out where the title is. After speaking to my former bank, I tried calling back to explain to North County Ford that indeed they had everything they needed to release my check, my phone calls were immediately pushed to voicemail and all calls were left unreturned and unanswered once again. I can't get any representative from the company on the phone to help resolve the issue. When I call now, the receptionist immediately cuts me off and pushes me to voicemail.Desired Settlement: I want a phone call back with an explanation and a resolution to the matter

Business

Response:

[redacted] has left several messages for this customer, she has been trying to follow up and get a hold of her. She checks her voicemails every morning and there has not been any messages from her. She has not called me back. When[redacted] spoke to her last, before she contacted the [redacted] she let her know we would not be able to release the low payoff check until we received the title from the lender we paid off. I advised her to call her bank and find out what the delay was with them sending us the title. The lender said they had sent the title directly to the customer instead of us. We've been trying to reach her to confirm she has our title and to let her know all she has to do is come in with the title and we can swap and release the check.

Consumer

Response:

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.

In response to North County Ford's message, I stand by my initial complaint and swear that not one single attempt has been made by [redacted] or any employee at North County Ford to return any of my calls. I have my phone records that prove not a single incoming call was ever received from them. I also spoke to the owner of North County Ford, Scott Crowley, he promised to look into the matter immediately and to get right back to me, but still haven't received a phone call back from him in over two weeks. The only truth about Ford's response to this complaint is that [redacted] did tell me, the one time I actually got a hold of someone, to contact my bank to find out where the title is. I was told by the bank that they no longer send titles via mail, it is all done electronically through the [redacted] now. Titles are transferred 48 hours after the payoff was made. Payoff was made July 24, 2014 which means they have had the title waiting for them 2 days after that. I do not have the title nor have I ever received one from my bank. The truth is that North County Ford has the title in hand and has my vehicle for sale on their lot and on the website. How can they sell my vehicle without a title? They are not being truthful about returning my calls or having possession of the title.

Review: My 2002 Escape went in for a factory re-call and some of the wires on the spark plugs were tampered with, resulting in the misfiring and eventual burn-out or over heating of the Cat. Converter, which just one month prior it had been smog tested with a perfect results.

So I took my Escape back to Ford asking them to fix the mistake they had made, giving them a chance to correct and repair their repair shop had caused. The manager [redacted] said he was not responsible. I showed him the results of the Smog test and references from a competing dealer repair shop as well as a mechanic. [redacted]'s comment was that it was only an opinion of another person, not fact and was not a result of an error on their part. I repeated myself with the request of making this right when it was clear from any outsiders perspective that his repair shop was at fault.

He again denied the responsibility and we are now at the point of getting no where.

NCF gave me a repair cost of over $7,800.00 to replace the Top Head of my Escape, and suggested I do both sides. I asked the question if anyone would pay so much on a repair for a vehicle that was worth less then the repair amount? [redacted] chuckled and said he could refer me to his sales staff for the purchase of a new vehicle,

Out of my own satisfaction I asked how much I could get for the trade in, he sales person [redacted] said about $2,000.00 at this point I knew what was happening and I got out of there.

I finally had another shop repair what could be repaired within reason and still more is needed.Desired Settlement: North County Ford would do the right thing and take responsibility for the error's and mistakes they have caused, and just do the right thing

Business

Response:

RO [redacted] miles dated 12/03/2012.The vehicle originally came in to have a Recall performed installing a revised stud to the valve cover and an Oil and filter “Works” package. There were items recommended for maintenance related issues and all items were declined by the customer.

RO [redacted] dated 01/19/2014 [redacted] miles

Customer returned vehicle with a complaint of “Hot burning smell”. It is noted on the repair order that the technician confirmed in diagnosis for bank 2 catalytic convertor. The tech also noted he had to detach the catalytic convertor in order run the vehicle enough to perform diagnostic tests. The tech advised that he rechecked the plug replacement performed by the customer prior to this visit and found “no problem” in that installation nor the recall install done previously. Further inspection defined by a leak down test and confirmed the need to have the major repairs recommended.

There was an email to the customer from [redacted] outlining options and the customer declined any further work.

There is nothing notable in the Oil and Filter Service nor the Recall that would contribute to failure of the catalytic convertor. As no prior history for this vehicle is available in the dealer records as these were the only visits to the dealership. Therefore, the failure is not attributable to repairs performed by North County Ford .

Service Manager

I purchased a 2015 Ford Mustang. Service was Excellent. Staff was extremely helpful. This is the third new vehicle I've purchased from North County Ford in the past 4 years. Thank you to my salesman [redacted]. Congratulations [redacted] for selling me this beautiful showroom 2015 Mustang. You did a great job. Best wishes to you in the future. I was most impressed with the fact that the sales staff worked together to ensure my buying experience was the very best. I would also like to recognize the President of North County Ford, Mr. Scott Crowley and offer my special appreciation. He sought me out to offer his congratulations and to chat for a few minutes on my purchase. He was very personable and sincere and made me feel like a real friend. Thank you Scott! You're a great leader.