Peoria Ford

Date of this complaint is months after the sale. All paperwork customer was presented and that they signed was a lease based on the file. Copies will be provided if customer does not have them If the customer would like to re finance the vehicle on a conventional
purchase, Peoria Ford will get them the best rate available based on their credit score. Customer states in complaint that all paperwork stated it was a lease, but finance manager said that was the way it had to be done for the rate they wanted. Only option at this point is to re -finance or trade the vehicle, both which Peoria Ford are more than willing to assist in
Patrick h***

I went to this dealership to look at a specific pre-owned vehicleI clearly stated that I will only be looking at the car and not test driving itHowever, one of the managers offered "If I offer you this amount, will you at least test drive it?" Which I didAfter driving it around, I still told them that I would really like to test drive more cars today- where this person then offered me a lower price for the vehicleAfter contemplating it, I finally said okay if it is for this amount, but I will be paying in cash only and that I do not want it to be financed or have my credit checked
Next thing I know, the salesperson said he had to check if they will okay it (I assume he was talking about the manager/financial dept)
I thought we had already agreed on the amount yet turned out it had to be approved first?
So he had me fill out a form, stating any person purchasing a car that had to be paid by cash that is more than a certain amount ($10000), must complete this formOkay I knew that and I knew that they do not have to run my credit if I only pay for cashAnd while completing the form, I was told numerous times by the salesperson, that they will not run my credit because I am paying cash
Well today, I found out they did run my credit without my approval
Anyway, another person I never met came out and said that they will not give me that low price that we agreed upon which I did not even offer the first place (was offered by the other manager)
NOT HAPPY and I would not recommend anybody to go this placePoor communication among their sales team and managers and most of all, they ran a credit check without my permissionI know my rights and I know they can not run a credit inquiry without my approval

The company sold me a car and days later the brakes had a malfunction (not the dealerships fault I know)I towed the car into the dealership and they are now holding my car hostage until they get a paper from the finance company(has been mailed days ago and still haven't received it)They have promised me a new car but at this point I do not believe that I am getting onI have been in a rental car for a few days and I just want my car backI told them I have an appointment for some modifications on Monday and they told me "you cannot modify the car since you don't own it yet..." I have owned the car for a weekor so I thoughtMy family has purchased vehicles from this dealership in the last years (recent vehicles: raptor and mustangs) I find this ridiculous that they let me drive the car off the lot and then when it breaks- they wont give it back because THEY sold me a car without this paper
***

I have purchased a Mustang, noticed that it vibrates at highway speeds at 50-MPH Ford has an official "SSM - 2015-Mustang Driveline Vibration" months later of rebuilding rear end, multiple tire balance, alignment, drive shaft sent out for balancing, etc Still no end in site, it always comes down to the fact that they have another vehicle on the lot that does it so it is normal The service at Peoria is not good in generalI had another issue with a F-that had an issue that never got resolved until I sold the vehicleFord customer service at the main corporate is no help alsoWill never buy another Ford

Mr***,
I apologize you feel that your time was wasted and that some bait and switch tactic was use to have you come in and see a car. Many times a vehicle shows our computer system because its not finalized. As you stated in this case perhaps the financing did not go through
or some other issue occurred. Our intent at Peoria Ford is to have the best customer service possible. Due to the fact Peoria ford is one of the largest volume dealers in Arizona, and quite frankily in the US., occansionaly, this does occur, but not intentionally. As a good will gesture and as an apology I would like to offer you a free smart watch as a gift for your time. Also, if you still need a car I will be more than happy to personally help you.
Patrick H***
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The dealer is not taking responsibility for the real issue here which is their representative quoted a price and they didn't honor it. Everything in their response was spin and did not address the complaint. Since I have purchased a vehicle from another dealer, the public response to this complaint that I will accept is an acknowledgement that they made a mistake and they will ensure future customers receive the correct price quotes
Regards,
*** ***

RUN, do not walk…..STAY AWAY from PEORIA FORD
BEWARE.....This Peoria Ford dealership is HORRIBLE and this was the WORST car buying experience we have ever had Watch your ID security!
DO NOT believe the advertising as being the #dealership….it is ONLY because they TELL you how to answer the Ford survey
During our over hours of "haggling", we were TOLD by different people on "HOW TO FILL OUT THE FORD SURVEY" so that they would not be docked $pay and can maintain an excellent rating Now, I am an honest person and resent being TOLD what to say I am not one to lie about my experience, as I do not wish our experience on anyone else
To start...we had pre-selected a vehicle through the internet sales, which was in stock We came into the dealership and were greeted pleasantly enough Unfortunately, the car we came in for seemed to be nowhere on the many lots that they have After hours of searching, while driving around in another car, low and behold, the vehicle that we came in for was suddenly found Needless to say, the sales strategy worked as we had already fallen in love with the vehicle we were in
Don't get me wrong, we LOVE our new Mustang, even though the SYNC has never been activated by the dealer and we are still trying to learn about its features!!!! It was the way that we were treated in the over hours at the dealership After having to "Haggle" over the payments and internet pricing; Feeling VERY PRESSURED, we finally made it to financing
Where is our ID security? Our bankcard was held hostage while we were with sales and the information had been photocopied When it came time to sign our contract----it contained another customer’s information I have to wonder who had our information when they went in for their finance time
Once our contract was corrected, we were then provided the "extended warranty & gap insurance" info This was such a "rip-off"!! We had purchased a vehicle, at another dealership several months previously with full coverage gap and maintenance Peoria Ford could not come anywhere near being able to meet that coverage & cost We opted for no additional coverage
So we finally left with our new car and papers in hand, only to be called the next evening to find that the finance guy was unable to “find” our credit union to run our financing Really?!?! This is a well know credit union where our interest rate was guaranteed
So the next day, we had to take time out of work to go secure our own financing at the credit union, without any issues Other than the time we had to take from work, this trip to the credit union was a blessing, as they were able to better our payment and meet the additional warranty/gap coverage that compares to our other vehicle
Please be careful of the advertising and gimmicks to get you in the door
BUYER BEWARE….you have been warned!

they are truly scam outfit They sold me a new car ON ITS WAY from Detroit With $5000 down 32 days later no car all they did was try to sell me other vehicles like the one I was waiting for< I knew something was wrong I went in ,where is my car ,DON'T Know pick out another, we could not work out a deal,so I asked for my $5000 back, It took about 1.5 hrs. to get it.... Now they call me every week asking if I am still interested in another vehicle all though I told them I purchased it some were else and saved $7500 I have asked they NOT to Call me anymore OR I would notify Revdex.com But they already have plenty of complaints I am just 1 more telling the truth

[redacted] attempted to purchase a vehicle and was turned down because of 2 factors,(1.)lncome not verifying as stated on the credit app Ms. [redacted] filled out, and (2.) massive inequity on her trade-in.
Several banks were submitted due to the customers past payment history and...

credit rating. Peoria Ford made an all out effort to try to obtain financing.  Due to the poor credit, mis-information, and massive inequity, every bank turned down the loan. Ms. [redacted] was returned to her original status and any and all monies were promptly returned. The length of time was exaggerated due to the mis-information on the credit app and the dealership trying to secure a loan with the information that was finally verified. We apologize that we were unable to secure a loan, yet we exhausted every option available to Peoria Ford. If any further questions or explanations are needed please don't hesitate to respond.

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.
I was never notified that my income could not be verified. At the time I only had my first check on me (since I was not prepared to walk out with a car but was only looking at the time I walked in) which it was only for 2 weeks and before I received my raise. I offered to fax over my newest checks and was told I was fine and did not need to. Every conversation regarding financing was for more down or a co-signer due to the negative equity on my trade. I was told if it wasn't for my trade I would have the new car no problem, not once was my incoming needing to be verified brought up. Having said that if my income and credit were an issue I don't think I would have been able to turn around and go to another dealership and get a car, even with the hit to my credit by Peoria Ford,....10 times. Anytime after 3 was overkill and they knew I was not going to be approved.
Regards,
[redacted]

PEOPLE DO NOT GO HERE. IT IS A WASTE OF YOUR TIME AND MONEY!!!!
You are trying to sell a Boss 302 without a track key, with our parts still on it, and no original Boss 302 parts on the key for 41,000. It is worth 25,000. No Ford dealership sells track keys anymore. They discontinued it. You don't want to give our money back, our car back, and constantly lie to us. You guys are horrible!!!
8/13 at 8:00 am - still no phone call, no I'm sorry for the inconvenience. Nothing. Zip.
This is HORRIBLE customer service.
8/12 at 1:00 pm Just updated: we had set it up for our mechanic to take off the parts. Well our friend from the dealership said that the higher up manager said that they are going to make us pay to take off the parts to get more money out of us for his own benefit. After we had set up an appt for our mechanic to do the work. Then they turned around and said our mechanic isn't Ford certified... If he wasn't Ford certified, he wouldn't own his shop for 20+ years....he is certified and is a [redacted] good mechanic.
They're still trying to sell the car with Shane Starr parts on it...
Peoria Ford you guys are a rip off. No wonder everyone hates dealing with you guys. You don't want to give me $3,000 back...fine. You will lose a lot of customers. You want to not take our parts off and try to tell us it is $1,500 to take the parts off when it is only $300 to do the work...and we say keep the parts write us a check for them, you say no the car will sell itself... You're right, it will sell itself with our parts on it. Then you tell me that the car looks fine without the parts we added...uh okay.
You never contacted me ONCE, I have contacted you guys. Left my number, and you are still working a deal with us as you try to sell the car while we still have a contract. No one bothered to call me back. I stopped by almost everyday and was told finance was too busy or our folder was with the finance manager. So many excuses. Everyone told us to not go with you guys', and we should have listened. You under marked a car and tried to raise it without us noticing...you all do horrible business. All liars and thieves.
We just had to beg to get our black car back that isn't yours. To add insult to injury, he said this all started because they could not reach [redacted]'s phone. He said we missed an appointment that [redacted] had set up, which was the same day that [redacted] was on a gurney on his way to the hospital. The guy looked [redacted] straight in the face and said, "Oh well, we couldn't reach you." I still have texts from me texting the dealer that [redacted] was sick and I will come in on a different day. I came in and no one would talk to me. As a co-signer, you have to talk to me. You guy's knew I was in a vulnerable stage and that my husband was in the hospital. Thank you for the added stress, mileage, and wasted gas.
Pat H[redacted] doesn't care about you or how you are treated. He saw me break down in tears and ignored me after I asked for help on what was going on.
No one cares about you here.

Mr. [redacted],
I apoligize that Peoria fords Employees have called you to a point you feel is harrasing.  Our CRM system records every type of contact made to the dealership so if you or your wife contacted in several was, ie phone,email,sales, service,parts, etc. the system will have...

different employees call you in attempt to sevice your needs.  I have attempted to take your contact out of our system so this wont happen again. If you call or contact the dealership however again it will reload your information and follow up process will start all over again.   Again, I apoligize, our calls are suppose to be to service the customer needs not offend them. 
Patrick H[redacted]
General Manager/Partner

Let the public beware. Service at a Peoria Ford leaves a lot to be desired. I have a 2013 F150. It was purchased at Peoria Ford so I figured they should be the ones to service it. Terrible mistake. Almost everything that has ever been done to this vehicle had to be done at least twice. Sometimes three, four, or even five times. To say sorry and to assure a "good" survey, I was bought out with free oil changes. After seven buy outs, ( yes seven free oil changes due me ) I finally had enough. I decided to take the next Ford survey and tell the truth about the dealership and the service I had received. Funny, the next time I took my truck in for service, I was met by the service manager and asked not to return. He advised me my survey was negative and I was no longer welcome at their dealership . I smiled and said it wasn't a negative survey , just an honest one. And besides, to prove a point, I reminded him of the 7 free oil changes I had due me.I told them they could buy me out of them for cash and they did. I received a check for $245.00 to cover their inadequacies in service personnel. I do not recommend this service department under any circumstances.

Customer is cliaming wants a settlement of depreciation on a car traded in.  Customer wanted dealership to take back a vehicle which really is a lemon law buy back situation, which is a manufacturer issue, not a dealer issue.  Customer was offered a trade option, but customer was not open to it.  Customer was unreasonable, volitile, and comabative with employees at Peoria Ford.  Customer interupted random customers to tell them not to buy a car a Peoria Ford, not just one, inciting the salespeople on the floor to confront him to a combative situation that almost erupted to a fist fight between the customer and salespeople.  I apoligized to customer, tried to offer a "better for the customer/than the dealership deal, tried to offer assistance to lemon law buy back, BUT the customer feels the dealer is responsibile for the manufaturing issues he feels there is with the product he purchased.  The customer had even taken the car to a different dealer which stated the car is operating within its designed specifications.  If the customer decided to trade the vechile in and a loss occured it would be normal depreciation on any new car, and not the dealers fault anyway.  The customer had the ability to seek out a lemon law buyback but obviously chose to trade the vehicle in and incurring any losses he negotiated, neither of which is the dealer or the manufacturer issue.
[redacted]
General Manager

I want people to understand this was the worst business experience I've ever had. Here is our story...
My husband and I ordered a custom [redacted] on Feb 11 2015. We paid a cash $1000 deposit. This was after coming to the lot, test driving a car and then putting our desires out to bid to local dealerships in the preceding weeks. Peoria Ford came in at the lowest Out the Door Price (OTD) price. And given our prior relationship with the dealership felt comfortable that we were making a great decision.
On March 24 I called to check status of the car delivery, expecting that it should have been there any day. Remember, we had negotiated an OTD price before we ordered it. At this point I was told the sales person we had worked with had quit with out notice and never bothered to place the order before the deadline of February 12. I was understandably annoyed to discover the car had not been ordered, nor had we received a call to tell us that it hadn't been ordered. [redacted], the assistant general sales manager said "we'll make it right." I confirmed he understood the negotiated OTD price.
While I understand turnover in staff, I don't understand why after nearly 8 weeks no one even called me. Keep in mind we put down a $1000 deposit - IN CASH. However, the dealership agreed to order the car, we agreed to wait and the dealership agreed to honor the OTD price we had previously negotiated. Two weeks later I check status again. And again find out the car still had not been ordered. The excuse given this time, was the factory needed time to reset to the new year model offering. I should have just took my money back then but I really wanted that specific car - I researched it, I liked it! And again [redacted] said "we'll make it right" Two weeks later I receive a call saying that the car was ordered and had a scheduled delivery date. [redacted] was again excited he was going to "make it right".
So fast forward to May 11... The car had finally arrived. On May 15, my husband and I went to pick up the car. This should have been a great day. I had received a call from [redacted] telling me he personally wanted to assure everything was ok. He too wanted to "make it right" (I never laid eyes on the man...he clearly cared how the deal went.)
Instead the day was more than two hours of wasted time and we walked away from the deal. The car was what we ordered, albeit dusty and dirty as all new cars should be... but the car came in $4000 more than we negotiated. The sales staff did not honor their word. I wasn't expecting free any thing I was expecting the car I ordered at the price we negotiated.
This organization's version of make it right included an increase in the OTD price by $4000. When we decided to walk away, [redacted] actually had the audacity to argue with us! I'm not sure what their definition of make it right is but no where in my book does it involve four months of delays, no communication and a price increase to boot. Had someone said they couldn't honor the price because the sales who quit ordered beyond his capabilities, we could have talked through it and made a reasonable informed decision. Instead, the dealership decided to pull a bait and switch. Now to top it all off, two weeks later I still don't have my deposit back.
Eventually, I received a call from the controller, [redacted]. I asked for the check that was reissued to be couriered to my home, less than 10 miles away from the dealership because I don't think it is fair to make me wait an additional period of time to have the check mailed again when it didn't make it the first time. (You'll recall this has been an ongoing theme in our experience thus far) And, why should I have to make the trip back into your establishment. [redacted] accused me of having a "tirade" as I expressed my frustration and anger with this whole situation and then he a actually called me honey. His actually words were "look honey" Not once did my husband or act unreasonably or rudely through this whole ordeal. We walked in good faith believing that we were dealing with professionals. I have been proven wrong about the level of professionalism at every turn.
I have never in my life been so disrespected! I am infuriated that he thinks it is ok to refer to an female adult customer who has been treated very poorly already and is justifiably angry and frustrated by calling me "honey". I don't think it unreasonable to expect that an organization of this size can afford to finally make it right and give me back my money in a timely fashion. I am further certain that he would not have referred to my husband as "honey". Is this the type of discriminatory and degrading behavior that you tolerate from your executive leadership?
This is not the first vehicle we had ever tried to purchase here. We successfully ordered and purchased a F150 platinum truck several years ago. You can absolutely rest assured that this will be the absolute last vehicle we purchase from Ford - most specifically Peoria Ford.
I went to [redacted] the next day and three hours later drove off the lot with a [redacted] Touring Edition paid in full, in cash. You see, money was never the issue. Fair, honest business practices were the entire crux. If we had been called, if we had been notified... If we had been treated like rational, intelligent consumers, perhaps all of this could have been solve amicably.
Sincerely and unbelievably disappointed and dissatisfied.

John,
    Please see attached email from Sept 24th where I already outlined my objection to this offer.  Additionally I listed my requests for resolution in the original Revdex.com complaint.  I also filed a complaint through Ford Motor Company (CRM: [redacted]).  They informed me that they only deal with warranty issues and stated the following:
1. The car was not delivered to Peoria Ford in the current condition.
2. These items are all items that a customer has the right to expect when taking delivery of a new vehicle.
3. These damaged happened after delivery from Ford Motor Company and before sale to the customer.
4. The remedies implemented by Peoria have caused the problem to become worse.
In summary the damaged to the vehicle were the cause of neglect while in position of Peoria Ford.  As documented in my photos the problem was not resolved, and was in-fact made much worse with the additions of buffer lines over the entire vehicle. All items a reasonable person would expect to be included when purchasing a new vehicle.  If we reach an impasse through this third party I will pursue my legal arbitration rights outlined in the customer agreement.
 
 
I cannot follow the logic on why the customer should have to pay any percentage to fix these issues that were all caused by Peoria Ford, and/or the vendor that Peoria Ford selected to complete the work.  Every detailer that has seen the vehicle has confirmed that the work was not performed correctly.  Again, my request is for Peoria Ford to do whatever is necessary to return the car to "new condition", refund of the Paint Protection because I do not have faith that Peoria can perform the services agreed upon, and consideration for all the time and hassle spent on my part to resolve such a simple issue.

Dear Revdex.com,
Mr. C[redacted] is not unfounded in his frustration with his situation.  I sincerely apologize for our poor communication.  Upon learning of this issue, I had some research done and found the following:
Mr. C[redacted] did in...

fact purchase the MPP coverage he referenced.  Unfortunately, the Finance & Insurance representative he coordinated his purchase with (who is no longer employed with us) failed to remit the paperwork to the administrative office for processing.  Upon later identifying that we had money in-house without an offsetting cost, we were able to track back the receipt to Mr. C[redacted]'s purchase.  After doing so, we searched internally for Mr. C[redacted]s paperwork, found it and remitted it to MPP.  We verified this morning that they had input the contract into their system on 4/6/16, with coverage back to 11/20/2015.
A voice-mail has been left with Mr. C[redacted] asking him to call us back so we can advise him of the same.
I thank Mr. C[redacted] for his business and apologize again for our poor communication.
Sincerely,
Pat H[redacted]

Thank you for forwarding Ms. [redacted]’s complaint.  I have pulled her file and talked with some of the involved parties and here is what I can gather:
 
This deal originally started with Ms. [redacted] & Mr. [redacted] contacting a broker to help them find and purchase a Ford...

Fusion.  At some point. The broker contacted one of Peoria Ford’s commercial representatives to see if they could assist with the deal.  I am not for sure when the communication started with the broker, but Peoria Ford’s paperwork indicates that the deal was done based on a 10/1/13 date.
 
Regarding the timeliness of the payoff of the trade, I can’t say for sure why there would have been a delay.  However, I do understand that even after the payoff check was sent there was an issue with Ms. [redacted]’s lender having put “Forced Place Insurance” on her trade, thus increasing the amount of her payoff.  From what I am being told, Ms. [redacted] was finally able to prove to her lender that there never was a lapse in her primary vehicle coverage and her lender finally removed the additional charges and showed her account as paid in full.
 
If it would help Ms. [redacted], Peoria Ford would be willing to write a letter to her lender stating that the late payment was no fault of hers if they would be willing to remove that derogatory entry from her credit profile.
 
Please let me know if Ms. [redacted] finds this offer of resolution acceptable.
 
Sincerely,
 
 [redacted]
Controller
Peoria Ford | [redacted] [redacted]
Tel: ###-###-#### | Cell: ###-###-#### | Email: [redacted]

Still the same old scam used car sales tactics. Unctuous sales staff AND management. Potential sale of a vehicle changed drastically from Friday to Saturday. Do people still put up with this treatment?

Was able to get my check back, and walked out.

Peoria ford attempted to try and resolve the concerns this customer had by walking him through a buy-back on a vehicle he felt was not operating correctly.  All test done on the vehicle demonstrated it was working within the guidelines it was designed as.  Customer came in...

demanding Peoria Ford buy back the vehicle, and when it was explained that the manufacturer has to do that, and many guidelines must be documented and met, customer became irate and combative.  Customer then proceeded to go out to showroom and talk to other customers in the middle of tranactions and say "don't buy cars here they sell lemons".  Salespeople then got involved because of his rude interuptions and his disruption of our business.  Customer was so disruptive and ignorant we asked the customer to take his car to another ford location so they may assit him in any buy back claim he may have.  The Ford store he did take it stated that the car is operating in its normal fuctionality, as the customer stated in his complaint.  It is out of the dealerships scope of ability to do buy back as this customer is requesting.  The request the customer is claiming he wants as a desired settlement is a manufacturer issue, not a dealer issue.  We offered the customer a transaction which a over allowance of trade would be given, and a huge discount on another type of vehicle, but the customer declined.
[redacted]
General Manager