Northstar Ford, LLC

I am rejecting this response because: NorthStar ford was aware of the bad brakes when they took the car for a ride to determine the trade in amount given to BarbaraI was NOT aware of the bad brakes until I drove the vehicle and when I called the issue out to the salesman he admitted that he was aware of the bad brakes

Initial Business Response / [redacted] (1000, 9, 2015/08/11) */ Mr [redacted] did receive an oil change from NorthStar Ford and later that afternoon the check engine light did some onHe came in around 6pm and spoke with the Service Manager, Heather [redacted] , who pulled his vehicle into the service bay to look at the codesThere was a code for an Osensor, which is located on the back of the bottom of the engineThis component is nowhere near any of the components we check when performing oil changes and it was not damaged during his oil changeHe received a free diagnosis and NorthStar offered to install the Osensor at no charge; however, he would need to pay for the partThe Ford factory part that was quoted is more expensive because it comes with a 2-year parts and labor warrantyThe aftermarket part he found that was less expensive does not come with that warrantyNorthStar Ford was not hiding any labor costs in the price of the part; it was just the difference between factory and aftermarket partsIf Mr [redacted] would like to purchase the Ford factory part or aftermarket part, the original offer stills stands that we will install it with no labor costs Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept response due to the circumstances of the services receivedWhen I dropped my car off for servicing I should receive my car back in the same condition it was when dropped offThe dealership had my car in "service" for extra minutes after I was called and told my car was finishedWhat happened in these extra minutes? This has never been answeredAn oil change only takes about minutes anywhere else and not + an extra minutesBoth times I brought my vehicle in for them to check on the issue they immediately started trying to sell me their serviceThe first time was $for a $part and the next time was $with free labor (verified can get oem part for $from many places online)Even if it was not a oem part the dealership of course never offered the generic part before their last response (higher margins of course)I don't feel like any response to me to date by Northstar has been very genuineIt has been about them selling me a part/service and making moneyDealerships should be held to a high level of accountability and integrityOne should expect their car to be returned to them in the same condition as dropped off

Initial Business Response /* (1000, 6, 2015/07/27) */
When Mr& Mrs*** first spoke to NorthStar Ford, they explained they needed a vehicle that would be able to an 800lb boatOne of our sales managers found a pdf online that stated that the Jeep Patriot they were looking to buy had a
2000lbtowing capacityThe Jeep Patriot is an "AS-IS" off brand vehicle and we would have no way of knowing that the vehicle was fleet or notEven at the 925lb towing capacity that was for this particular vehicle it would have been within the realm of that for which they were lookingWe also did not find out until after the purchase that their boat was closer to 1800lbs, not the 800lbs they originally told usThe vehicle also had 121,miles on it at the time of purchaseAny vehicle towing something for hours would also wear it downThere was no malicious intent to deceive and we did not misrepresent the vehicle
Mr& Mrs*** purchased a Ford Extended Service Plan (ESP) for $and GAP insurance for $They wanted to have NorthStar Ford's Service Department fix the problems with their vehicle but we did not have the diagnostic toolWe offered to put them in a loaner while we kept their vehicle to find a dealership that would be able to work on it but they declined our offerFord's ESP can be used at any dealership, including dealerships that aren't FordThe other dealership they mentioned in this complaint decided they didn't want to go through the process of pre-approval from FordNorthStar Ford has no control over another dealership's process and policiesThe ***'s requested a cancellation of the Ford ESP and they received an $refundIt was a yr/24,mile warranty and they had put 7,miles on the vehicle which is why the prorated amount was less than what they had anticipatedFord ESP calculate on the time or the mileage, whichever is greaterThe refund amount is determined by Ford ESP and not NorthStar FordThe GAP insurance system was down at the time the ***'s contacted us and it was not processedOur Sales Manager, Ken, spoke with Mrs*** and explained what the rebate amount would be and that will still be honoredNorthStar Ford will not, however, refund the full $3,for the ESP and GAP insurance
Initial Consumer Rebuttal /* (3000, 8, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are finding that NorthStar Ford is again misleading and not telling the truth about this dealThey knew we wanted a vehicle to pull our 15-ft tri-hull boat and we would not have told them it was a thousand pounds lighter than it was Logic alone would let you know that! They also stated they had no way of knowing the vehicle had been a fleet vehicleUntrueWe have checked with dealerships and were informed they all get paperwork with each vehicle stating the facts and title-ownershipsThey know what they are selling and for how much profit they can expect over what they paidAs for towing the boat hours.....we had the boat in storage in WI and took the Jeep to pick it upBefore we had even driven between to 1-1/hrback with the boat (not as they implied after hour of use) the Jeep transmission started over-heating and had to stopIn order to get home, we had to make several stops along the way to let it cool down before proceedingThat is when I first notified NorthStar Ford of the problemStill trusting NorthStar Ford and knowing we were moving from the area we wanted to work things out in a fair and expeditious mannerStill trusting the dealership we suggested a trade-back for something that would handle the boatMost of our trying to work things out was by phone other than stopping there to see about a trade-backThey only wanted to sell us a vehicle for $It was at that point the rep stated they would only allow $4,trade back for a cheaper vehicle and only if we fixed the transmission problem which is something they can't do at their dealership!!! In frustration, I contacted other dealers and explained the problem which is how I found out it was not equipped to pull our boat and a dealership would know thatAnother indication of deception by NorthStarIf other dealers would know the specs by my phone call to them, then NorthStar certainly would have known the product they were sellingBy the way the vehicle did not have miles on it but closer to miles by the time I wrote youThat's after driving from WI storage unit as well as moving, all the time trying to resolve this matter with NorthStar FordThe other problem was with the extended warrantyAgain, It was basically a useless warranty and misrepresented as it was a Ford warranty which they sold it to us leading us to believe it could be fixed, if necessary, at their place or any Ford or Jeep dealerWe weren't informed that NorthStar Ford actually wouldn't be able to service the vehicle (as they confirmed in their reply to you) and would have to take it to another dealer to get it servicedAs mentioned in my original complaint to you, Ford dealers wouldn't or couldn't fix the Jeep problem and Jeep wouldn't honor Ford warrantyWe ended up having to get a different vehicleWe called to cancel the warranty-gap insuranceThe rep told us initially after months of use, we should receive approximately $backHe would call with the actual amountWhen we called back, he said it would be only $Another big financial loss for usIn this case, they really took us as evidenced by the amount they charged us for the vehicle which was $and they would only allow $4,trade back and only if we fixed the transmission problemThat alone would be a significant loss in the first month of drivingAdd in the loss of the extended warranty and gap insuranceIn the interim, we've talked with other dealers about our situation and basically all have said we were "taken for a ride"We were advised to contact Ford Motor Company regarding the extended warranty, the misleading sale, and poor customer service if we cannot resolve this through the Revdex.comWe bought from a dealership thinking they would be reputable, honest and stand behind their salesIt's apparent they made money (or on our budget a significant amount) on this dealWhile we should be asking for a partial return for the loss we took on the misrepresented vehicle sales, in all fairness, we feel the" very minimal" they could do to rectify the situation is return the extended warranty-gap insurance costs and we will then consider it resolved

I am rejecting this response because:I have talked with the dealership's General Manager Assistant, Tiffany, about this issue and have made an offer to compromise to pay 50% for the part and have the remaining 50% and labor covered by the dealership. She is checking with the General Manager to see if he agrees to this compromise. She will let me know after she has a chance to talk to him. I am waiting for an answer. Thanks,***

Response received via Word doc attachment from business -- text reads as follows: Ms*** purchased a Ford Edge from Northstar Ford in April of 2017. Mrs*** seemed very happy with her purchase all the way into March. She entered a Facebook contest put on by Northstar
Ford, posting how very excited and happy she was with the service she received. Shortly after winning the Facebook contest we started receiving complaints from Ms***. Upon speaking with her we have concluded her dissatisfaction stems from the following areas. Ms***, through her employer, qualifies for a special pricing offer. This means the discounted price is set by Ford Motor Company and the dealer simply sells her the car at that price. After her purchase Ms*** referenced an advertisement she received through her employer for $off the purchase of a Ford Edge on top of the special pricing offer she received. Northstar Ford submitted the advertisement; however, Ms*** purchased a Ford Edge and does not qualify. This offer was also expired through Ford. The pricing for her purchase was regulated by Ford and would be the same at any Ford dealerMs*** also expressed a dissatisfaction stemming from a purchase from our accessories department. When she purchased her Ford edge, she added to additional features; a driver’s side heated seat and a remote start. Ford does not offer a heated seat element kit, causing the dealer to have this installed through an aftermarket shop. Also, the dealer has found the benefits of an aftermarket remote start to be greater than what a Ford product has to offer. The dealer works with a local business to have these two items installed. Northstar Ford then has the ability to honor the warranty on these products, even though they are aftermarket. Ms*** is wrongly under the impression these products void her warranty, despite multiple explanations of these services. Due to her dissatisfaction the dealer offered to remove these items and reimburse her for them. She declined to have this performed. The dealer also offered to pick up and make any repairs to her vehicle for the life of the applicable warranty. She also declined this offerMs*** contacted Ford Motor Company to buy back her vehicle. Ford has completed a good faith review and has decided the vehicle does not qualify to be bought backA local dealer, such as Northstar Ford, does not have a say in the decision to buy a vehicle back. Ms*** has been made aware of her options and the correct process to seek buy back on her vehicle. This request does not involve Northstar Ford. The dealer has extended all courtesies to Ms*** , unfortunately we are unable to comply with her request, due to the issue being above the abilities of a local dealer

The escape *** purchased was traded in by her sister. The two of them asked us to do a pass through for them and allow *** to purchase the escape at no profit. Basically ***'s sister wanted us to show this escape as a trade in to save her taxes and turn around and sell it for the
exact price she received on trade. In essence *** was buying the escape from her sister and she was well aware of that. The two of them have done this same deal at another dealership and are fully aware of how it works. We have reached out on multiple occasions to explain once again what the agreement entailed. Each time she demands we make repairs to the escape. We will not be making any repairs to the car she in essence purchased from her sister

Not having received business follow-up response to date, called NorthStar Ford -- spoke to Tiffany. Tiffany indicates NorthStar *did* ultimately decide to offer to pay 50% of parts and labor toward the repair, but may have neglected to follow up with Mr [redacted]. Indicated she will contact Mr [redacted] right away to make necessary arrangements. (Revdex.com confirmed NorthStar has correct phone number.)

[redacted] came in Ford the Ford air bag recall on his 2012 Mustang which has 13,000 miles on it.  He called our service advisor, Carlos, and described what he noticed after the first visit and Carlos explained if it had something to do with the repair we would fix it no charge. The...

technician only work on the wheel, not on the column where the collar is located and where Mr. [redacted] claims there is an issue, so we will not pay for the repair.  The service manager, Heather, did offer to cover all the labor costs if he would pay for the part which is around $57.  He became belligerent on the phone and hung up.  We never refused to repair his vehicle, we trying to work with him.  The offer of him paying the part and receiving free labor will still be available if he would like to get it repaired at NorthStar Ford.

I am rejecting this response because:I bought my Ford Edge in March not April. I also emailed them the form that said there was a $500 rebate and it did not say it had to be a 2016. At that time they said they would take care of the rebate. Also I talked to the Ford company and they told me that by putting any parts after market if anything goes wrong it is NOT covered. My son and I were talking to the guy at Northstar Ford about the auto start and my son said he has the Viper in his. At that time the guy told us that it wouldn't be covered but they could put one in. He didn't bother to tell us it also wouldn't be covered. The starter itself has a warranty but if something else goes wrong because of it, it will not be covered. That is what the Ford motor company told me. I feel they were very dishonest and should buy back the vehicle so I could purchase a vehicle with factory parts already installed. The owner and manager said right out that it was handled wrong and they would talk to the guy that we delt with about the auto start and heated seat. I don't think it is right to start removing parts and as the Ford company said it voided the warranty by putting after market parts in the vehicle. For the price I am paying, I don't feel it is right either.

Initial Business Response /* (1000, 5, 2016/03/11) */
Mr. [redacted]'s Nissan was looked at by our service department because there was a mechanical issue. It was a 2012 Nissan Titan, the 4x4 was not engaging, right-rear speed censor circuit needed replace, ABS codes, front tires were cupped. It was...

parked in front of the dealership after our service department looked at it and he could've left at any time. He looked at, and test drove, over 10 trucks and working with our sales person for around 8 hours, and the sales person even bought him Culvers because Mr. [redacted] was hungry. He wanted the 3.5L Eco-boost with the Sport Appearance Package; however, we did not have the Sport Appearance Package with the motor he wanted. He made the conscious decision that the motor was more important than having the Sport Appearance Package so he chose to buy the Chrome Package with the motor he wanted. His trade allowance was $18,300 which was more than what NADA listed for trade-in value, and we also gave him wheel well liners. He made a down-payment of $5,000 by check and he also purchased an Extended Service Plan. The Business Manager and Mr. [redacted] went through the numbers extensively and there were no surprises.
He admittedly has bad anxiety which makes it difficult for him to make decisions. He explained this to our Business Manager because it was difficult for him to sign the papers. Once he took his new truck home he realized that his gun wouldn't fit where he wanted it to. He wanted it to fit in the middle console but instead he has to put it under the passenger seat, explaining that he drives through unsavory parts of Florida and he needs quick access to his gun; having it under the seat was too cumbersome so he wanted to return the truck. We gave him the option of trading out of the vehicle but we advised him not to because he would lose about $10,000 and instead wait for about 6 months. We said we would help him out whenever he'd like but we couldn't unwind the deal because Ford Motor Credit Company had already processed and funded the loan.
We are not able to speak to someone who has decided to bring a lawyer in to negotiate. We were very patient and spent an incredible amount of time helping him through this process. It's disheartening that he is saying we held him hostage and applied aggressive sales tactics while he was at our dealership.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
first my truck was taken into there garage to get an eastament , not a mechanical issue that they brought it out front is a lie my truck stayed in a bay the whole time I was there,the salesman croppie keith brought down one chrome package truck to test drive and kept me in that truck the whole time if my truck had been brought out , I would have gotten in it and left after two hours the sales man told me he was hungry and offered to buy me a burger at the end of that 8 hours I did take a 2016 truck for a test drive and asked for the price that they would not tell me they kept saying I would not get the discount on that truck and insisted that the 2015 was the truck for me.they took my truck hostage not me I traded that 2015 used truck in for the one I am driving now and dealing with Duluth northstar was the worst experance with a new truck dealer I ever had I did bring that truck back within 3 days and told them again that I did not like the coutch center seat still did not like the chrome or any thing about the counsal or and that truck, asked for my trade back,they also took my truck out of the used veical parking lot,as if I was going to take it.after that day I felt the need to have my lawyer ask them for my truck back or replace the 2015 with one I liked but they would not speak to him now most every body I talked to that had any dealings with northstar had negative things to say they did say to wait 6 months and trade it in but I could not drive that chrome packaged truck even 1 month and found a crew 2.7 engine in mpls and lost more than 12 thousand dealing with Duluth northstar ,p s there camras would that my nissan titan was not in the front parking the 7 1/2 hours they claim.

Initial Business Response /* (1000, 9, 2015/08/11) */
Mr. [redacted] did receive an oil change from NorthStar Ford and later that afternoon the check engine light did some on. He came in around 6pm and spoke with the Service Manager, Heather [redacted], who pulled his vehicle into the service bay to look...

at the codes. There was a code for an O2 sensor, which is located on the back of the bottom of the engine. This component is nowhere near any of the components we check when performing oil changes and it was not damaged during his oil change. He received a free diagnosis and NorthStar offered to install the O2 sensor at no charge; however, he would need to pay for the part. The Ford factory part that was quoted is more expensive because it comes with a 2-year parts and labor warranty. The aftermarket part he found that was less expensive does not come with that warranty. NorthStar Ford was not hiding any labor costs in the price of the part; it was just the difference between factory and aftermarket parts. If Mr. [redacted] would like to purchase the Ford factory part or aftermarket part, the original offer stills stands that we will install it with no labor costs.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept response due to the circumstances of the services received. When I dropped my car off for servicing I should receive my car back in the same condition it was when dropped off. The dealership had my car in "service" for 30 extra minutes after I was called and told my car was finished. What happened in these extra 30 minutes? This has never been answered. An oil change only takes about 20 minutes anywhere else and not 20 + an extra 30 minutes. Both times I brought my vehicle in for them to check on the issue they immediately started trying to sell me their service. The first time was $400 for a $100 part and the next time was $170 with free labor (verified can get oem part for $100 from many places online). Even if it was not a oem part the dealership of course never offered the generic part before their last response (higher margins of course). I don't feel like any response to me to date by Northstar has been very genuine. It has been about them selling me a part/service and making money. Dealerships should be held to a high level of accountability and integrity. One should expect their car to be returned to them in the same condition as dropped off.

I am rejecting this response because:
NorthStar ford was aware of the bad brakes when they took the car for a ride to determine the trade in amount given to Barbara. I was NOT aware of the bad brakes until I drove the vehicle and when I called the issue out to the salesman he admitted that he was aware of the bad brakes.

We have reached out to this lady on 7 different occasions.  We have tried to reach her by phone and by email.  Her son purchased the vehicle in question as she stated.  we have a signed purchase agreement along with all other necessary documents that go along with it.  The...

customer made a partial payment of $2000 as well.  We made the clients aware that this is a binding contract.  The customer left fully understanding they had just purchased a car.  We also removed the vehicle from our lot as we promised the customer we would.  We followed through with everything that was promised to the customer on our end.  The proper paperwork was signed, we followed through with removing the vehicle from the lot, we explained to the customer verbally and by the proper paperwork they had purchased a car.  The customer is the one that has broken the agreement.  Again, we have tried to reach out to the customer and get no response.  Thank you for your time.

I am rejecting this response because: My son [redacted] spoke to Northstar Ford 3 times following the attempted purchase. The first time, a finance employee said yes they will cancel the paperwork and issue the refund. The second time, he was called by sales manager Brian [redacted] saying no they will not cancel it and will not issue a refund. The third time, [redacted] called them he had to leave a message and has not received a response. I personally have reached out to them and recieved a response from a Jordan [redacted] which briefly stated, "Brian [redacted] already told your son it's a binding contract." It was clear to me at this time that Northstar Ford wasn't going to work with us on this matter. They would prefer to keep $2000 whereas no services or goods were sold exchanged. The vehicle in question is still listed for sale in their website. They should be able to sell it and sell make their intended profit without keeping my son's money. I did receive a 2nd email (there were never 7 attempts) from Brian [redacted] who basically threatened me with litigation if I 'continue a social media campaign against them.' I have left 3 total reviews detailing this experience and deleted the third from Facebook due to privacy. I have chosen to file a complaint with Revdex.com in the hopes this can be resolved. Any contact that states a business can keep thousands of dollars where no services or goods are exchanged should be illegal. It's definitely unethical business practices.