Oracle Ford Mercury Inc

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.
Although I did receive a check for the money owed to me, all replies concerning my complaint, on other sites as well, keep referring to the money refunded as having been charged because the "diagnosis of the rat damage was not covered by my extended warranty."  However, the whole point of my complaint was that they had already charged me for diagnosing the problem--my air bag light staying on, as rat damage.  I have the documents they printed out to prove it as well as my receipt.  When I brought my vehicle in this time, the damage had not been repaired but--I had not asked them to re-diagnose the problem.  They neither asked my permission to do so, or apparently checked their computer system to see that they had already done so and charged me for the diagnosis.  Both the Service Advisor and the Service Manager called me to report the light being on and I reminded them both that I had had them diagnose this in September, 2013.  I already knew about it and still could not afford to fix it as I knew it was not covered by warranty.  I had to sign the paperwork in September to acknowledge that I knew I was leaving with a faulty air bag. Although I spoke with the Service Advisor, **, the Service Manager, [redacted] and another woman via phone, [redacted] and explained all this, was well as reported it in writing--they still do not just admit that they charged me again for something they had already diagnosed and without my requesting it.  I have this all my past paperwork from this Dealership and witnesses and recorded conversations to back up all my claims.  As I have said before, I would be more than happy to show them my paperwork but, I'm sure it is in their computer system as it was printed out from it.
I am through with Oracle Ford and with Ford as they have lost me as a customer for life.  Again, the Sales rep, [redacted] and the Finance Manager, [redacted] were great.  The post-sales service was the absolute worst and the fact that they cannot even apologize and admit they were wrong is just amazing.  Simply admitting they had made a mistake, refunding my money and a sincere apology may have retained me as a customer.    Yes, I've posted on several sites and since I travel on the job within the Pima/Pinal area  will continue to warn others about the treatment I received. 
Regards,
[redacted]

This lady has gone to extraordinary lengths posting to at least 5 different sites.  We are aware of complaints to the Revdex.com, [redacted], [redacted], [redacted] and [redacted]. Each of her complaints is similar.  No doubt there are others.
I have...

spoken with 4 different Oracle Ford Employees envolved in addressing her concerns. Suffice it to say, they all had a consistent and logical explanation and it differed considerably from the Complainants version.
Yesterday I signed and sent her a check to reimburse her the diagnostic fee and it is in the mail to her.
We wish for her, a successful relationship with her new automotive service provider. And am thankful that will not be us.
[redacted]
Vice President
Oracle Ford

They have taken advantage of my Father 3 times. He is elderly and is easily manipulated. Recently he traded in a Ford Focus that would Blue Book for around 7 or 8 thousand dollars straight across for a Ford Ranger that a dealer would sell for $4500. I would be aware before I would do business them.

This lady has gone to extraordinary lengths posting to at least 5 different sites.  We are aware of complaints to the Revdex.com, [redacted] and [redacted]. Each of her complaints is similar.  No doubt there are others.

I have...

spoken with 4 different Oracle Ford Employees envolved in addressing her concerns. Suffice it to say, they all had a consistent and logical explanation and it differed considerably from the Complainants version.

Yesterday I signed and sent her a check to reimburse her the diagnostic fee and it is in the mail to her.

We wish for her, a successful relationship with her new automotive service provider. And am thankful that will not be us.

Vice President

Oracle Ford

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.

Although I did receive a check for the money owed to me, all replies concerning my complaint, on other sites as well, keep referring to the money refunded as having been charged because the "diagnosis of the rat damage was not covered by my extended warranty."  However, the whole point of my complaint was that they had already charged me for diagnosing the problem--my air bag light staying on, as rat damage.  I have the documents they printed out to prove it as well as my receipt.  When I brought my vehicle in this time, the damage had not been repaired but--I had not asked them to re-diagnose the problem.  They neither asked my permission to do so, or apparently checked their computer system to see that they had already done so and charged me for the diagnosis.  Both the Service Advisor and the Service Manager called me to report the light being on and I reminded them both that I had had them diagnose this in September, 2013.  I already knew about it and still could not afford to fix it as I knew it was not covered by warranty.  I had to sign the paperwork in September to acknowledge that I knew I was leaving with a faulty air bag. Although I spoke with the Service Advisor, **, the Service Manager, [redacted] and another woman via phone, [redacted] and explained all this, was well as reported it in writing--they still do not just admit that they charged me again for something they had already diagnosed and without my requesting it.  I have this all my past paperwork from this Dealership and witnesses and recorded conversations to back up all my claims.  As I have said before, I would be more than happy to show them my paperwork but, I'm sure it is in their computer system as it was printed out from it.

I am through with Oracle Ford and with Ford as they have lost me as a customer for life.  Again, the Sales rep, [redacted] and the Finance Manager, [redacted] were great.  The post-sales service was the absolute worst and the fact that they cannot even apologize and admit they were wrong is just amazing.  Simply admitting they had made a mistake, refunding my money and a sincere apology may have retained me as a customer.    Yes, I've posted on several sites and since I travel on the job within the Pima/Pinal area  will continue to warn others about the treatment I received. 

Regards,

They have taken advantage of my Father 3 times. He is elderly and is easily manipulated. Recently he traded in a Ford Focus that would Blue Book for around 7 or 8 thousand dollars straight across for a Ford Ranger that a dealer would sell for $4500. I would be aware before I would do business them.