Peoria Ford

CUSTOMER WAS BROUGHT IN AND GIVEN A EXCHANGE VEHICLE.  HE CLAIMED HE WAS RETRACTING THE COMPLAINT, OBVIOUSLY HE HAS NOT.   Please advise if furtur action is needed.

Hi Pat, I'm sure you don't remember me but I've purchased 2 trucks and a car from you, the trucks years ago... Most recently a Ford Fiesta, prior a F150 and 250.

I was in the market for a new 250 last year and I called the most recent salesman that I had a fantastic experience with, Paul R**. This experience was NOT fantastic. Since we are debt free outside of the fiesta, and only got it as a commuter, and had it for a year I had planned to trade it in.

Paul quoted me a way off and super untrue number over the phone just to get me in and lied 4 or more times to get me in the door. Since, I brought the Fiesta in for regular service and had ANOTHER TERRIBLE experience, so bad that ended up cancelling the maintenance contract all together vowing NEVER to do business with your dealership again. Funny since 3 or 4 families have purchased there because of my referral.

People ask me where to go in situations like this because I do social media for a living, and my grandfather worked for ford for over 30 years. I am still a Z plan member.

Anyway you and I had words on the phone. You asked me over and over what I wanted you to do, "FIX THE PROBLEMS" Was my only reply since I am not one of those people fishing for something for free.

Well now we have another problem. I have had the same cell phone number for the last 17 years. I have been on hold with "Josh" from I don't know what department who keeps calling me claiming they are just "Doing their job" when they call me over and over. Multiple times per month. Pretty much every 3-4 DAYS.

I have blocked the number, reported it to the Revdex.com, the cell phone company everyone. Oh, there 24 minutes on hold and they just hung up on me.

Sally the receptionist just took a message, 10 minutes it took me to tell her what a pleasurable experience I've had with your company. I can't believe you are still in business. This is the 18th time I have now been placed on the "Do not call list" Which by the way I am quite sure DOES NOT EXIST. I don't know what I can do about this but I will tell you right now, this isn't moral, ethical and can't possibly be LEGAL. FIX THE PROBLEM Pat, your name is all over this business, FIX it! This is YOUR reputation.

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.

This customer never even came into the dealership.   The vehicle selected is a raptor, and was quoted at MSRP.  The vehicle is not being produce anymore and cannot be ordered.  Customer stated he wanted  One of our stock units, which only remaining ones had additional...

equipment added, therefor was quoted an additional amount.  Customer refused to pay for anything added and actually wanted to only pay 200 to remove the items, which labor is actually more than that.  Customer actually stated he purchased another [redacted] from another dealer in [redacted]. If a [redacted] can be secured without any additional equipment Peoria Ford will sell at MSRP.

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]

Tel: ###-###-#### | Cell: ###-###-#### | Email: [redacted]

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.They can spin it any way they want to, but if the truck was sold why did they waste my time by letting me drive the truck off the lot to test drive it and by telling me and the person with me that's there's no money on the truck and we were free to buy it. Also they call with the price out the door, if the truck was sold why did this happen? it has nothing to do with an advertise price, but I did talk to two other dealerships that warn me about how they do business. I am fine because I solved my truck problem, but want other people to know so they don't waste there time with a company that miss leads people.  

Regards,

[redacted]

Do not trust Peoria Ford. Both their Service Department and their Sales Department screwed us.

1. We purchased a new engine from them for around $9000 to be installed in our 2010 Ford and they used parts from our old engine rather than new ones. This caused an oil leak almost immediately and they charged us over $400 more to fix it. Unethical....

2. When the oil leak presented, we also noted to them that there was a bearing grinding in the front end. They told us it was the tires and they rotated them and returned the vehicle to us with a "good as new" bs line. Last week, while driving, the bearing siezed up and threw the vehicle off the road nearly killing two of our employees. We had it towed to the closest Ford dealer and they informed us that the front bearing was bad and it had now damaged the brake system. $1300 plus more in repairs due to the negligence of Peoria Ford. All they had to do was pull the wheel and they could have prevented this near fatal accident. They are refusing to pay for the damage that was caused due to their inability to diagnose even with the customer pointing it out to them. Unbelievable.

3. Between incident 1 and 2, we purchased a pre-owned vehicle from them and paid with a cashier's check from our leasing company. We had no need for their financing, bs warranty or anything else. The day following the purchase I was informed by credit monitoring that my credit had received a "hard inquiry" from Peoria Ford. AT NO TIME DID WE NEED TO HAVE A CREDIT REPORT PULLED!!!!! They told us the form we were signing was registration related. I have no doubt that this credit pull was to qualify us for their worthless extended warranty even though we had made it abundantly clear we were not interested in anything. Criminal.

DON'T DO BUSINESS WITH PEORIA FORD UNLESS YOU ARE TRULY LOOKING TO GET SCREWED IN EVERY WAY POSSIBLE.

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.

The information [redacted] stated were lies. First, they didn't assist me in reviewing the lemon law rules. He actually discouraged me from making that compalint by telling me that the process for a buy back was long and hard to accomplish.

He stated that I was contacting customers inside the sales floor area. I only said one thing to the two eldelry men outside in the parking lot. I only only said not to buy from here as I walked past their car. I never made any contact with anyone but the saleman, [redacted] and that was only after he approached me after I was already in my vehicle ready to leave.

He further said that I was irrate and combative. I never raised my vioce or struck anyone, the discription he gave as combatinve is getting physical. I simply left the building after being ganged up on by [redacted] and his two sales managers.

For further information, My buy out complaint is actully for the amount of $7664 instead of the original estimate of $5664.

I was only able to get $13k for the car on trade in; making my loss with my down payment as the $7664. I want Peroia Ford and Ford Motor Company to pay me $7664 to satify my compalint.  

  

Regards,

I went to Peoria ford to buy a new vehicle and when I had come to an agreement on price I went through all the steps of signing everything and I kept asking to see the final pricing to make sure everything matches up and they kept telling me we will get to that so after everything is done I finally look at the final agreement to sign and notice the price is 3,000 more than what I agreed on. I had a sheet that showed me all the pricing on it and when I told them the price is $3,000 more than what we agreed on all the sudden the original paper with the price I agreed on is no where to be found. I suggest that if you buy a vehicle from here don't just sign and take their word for it as I read through everything and found out they were charging me $3,000 more for the car than what I agreed on then said they couldn't find the paper they gave me with the pricing on it that was $3000 less.

I have purchased a 2016 Mustang, noticed that it vibrates at highway speeds at 50-70 MPH. Ford has an official "SSM 45938 - 2015-2017 Mustang Driveline Vibration" 2 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 general. I had another issue with a 2012 F-150 that had an issue that never got resolved until I sold the vehicle. Ford customer service at the main corporate is no help also. Will never buy another Ford.

The complaint is regarding an action OUTSIDE the influence of the dealership.  The customer is complaining of an attemtpted break in of his car, which the dealerships paperwork clearly states is not responsibile for any damage.   The car was left outside a secure area per the request of the customer.  All the security tapes that were reviewed indicated no damage was done at the dealership.  AS stated, the dealership would be more than happy to arrange an appointment with a vendor that does the type of repairs needed, even at a internal type rate.  However, there is no responsibility for anything on the dealerships behalf, if there were, his insurance company would surely come to collect.  if any other information is needed, please feel free to contact me.Patrick h[redacted]General manager

[redacted],

I apologize the way you feel you were treated and the time it took to get your transaction approved.  If you did not receive your 2nd key we would be happy to get you another key asap.  The Lic plates are controlled by the state and how the paperwork is...

processed.  Peoria Ford processed the plates according to whats required by the state to do so.  We would be more than happy to assist any concerns you may have or provide you with the necessary numbers needed to contact to get resolution on your plate concerns.  As far as you wanting a different car, Peoria Ford cannot just not gtive you another vehicle because you feel you have mental anguish over the one you purchased.  If you would like to trade it in for a different vehicle, Peoria Ford will assist you in the best of our ability to do so.  You must recall, part of the issues with your transaction is YOUR prior credit history.  As you stated you visited the dealership multiple times, therefore had several opportunities to not completer the transaction.  There is no free 5 year service program available as you requested we give you.  As a prior customer you will receive several coupons in the mail and also be entitled to discounts just because of your purchase.  If you have and other concerns or questions feel free to contact me directly.  Thank you for your purchase and I apologize for any misunderstandings or concerns you encountered.

 

Patrick H[redacted]

General Manager/Partner

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.

General Manager

Dear Patrick H[redacted], I appreciate the quick response and that you are willing to re-finance the vehicle under a conventional purchase but this has already been offered to us by Finance Agent Mark S[redacted] and Lease Manager Jim E[redacted] and that part is no longer an issue. The main issue and the reason we decided to file with the Revdex.com is that we had an agreed upon out-the-door price of $26,500 by the Sales Manager. Then we were sent to Finance Agent Mark S[redacted] to sign all of the “purchase” documents for the stated price. Mark S[redacted] offered us an extended warranty for an additional $14 a month so we agreed. As we were signing the “purchase” documents we noticed and questioned the higher loan percentage than we were told by Sales. Mark left the room and returned only stating that we have to fill out and sign new forms. At that point Mark S[redacted] switched our “purchase” agreement over to a “lease” agreement and did not disclose this. After signing the new forms we questioned why one of them had the words “lease agreement” on them and stated to Mark “we’re not leasing we’re buying” Mark only stated that “this is how we have to write this up to get you the lower interest rate” and that was pretty much it. We were both lead to believe that we were still signing a “purchase” agreement but with some kind of extra benefits that he didn’t explain. The reason we did not file a complaint until ten months later is only because we did not know we had a lease agreement. We kept getting letters from Bank of the West requesting proof of insurance. Only until I contacted the bank to inquire about why they needed proof of insurance is when we were told our loan agreement was filed as a lease agreement. We also were told by Bank of the West that the loan amount was $35,348.50 which was $7720.69 higher than the figures Mark S[redacted] pointed out to us on the new document. Bank of the West provided us our current pay-off price of $28,564.99 plus the eleven payments already made totaling $4562.80 which totals $35,348.50. By definition Mr. H[redacted] this is Dealer Fraud. Whether it was accidental or intentional no longer matters to us. We just want to re-finance this vehicle to a conventional loan for the original purchase price agreed upon and for the interest rate we were quoted and to include any payments already made towards the vehicle. Further, we were informed by Mark S[redacted] and Jim E[redacted] that we were tape recorded while in Mark S[redacted]’s office. We request that this tape be made available, reviewed and a copy provided to us. The tape recording will confirm and validate our complaint. We are also requesting the original agreement documents written up by the Sales Department and the purchase documents that have our initials and signatures be made available and a copy provided to us. These will also confirm and validate our complaint. Sincerely, [redacted] & [redacted]

SIR/MADAM
 
Unfortunaly a year after a transaction it is hard to figure out exactly what transpired.  The only documentation we have states exactly what both parties agreed on.  However, we would be more than happy to review a deal with the customer to see if we can somehow resolve the situation she is in.  Please contact rob hubler the GSM at [redacted] to set an appointment to look at options to rectify this situation.
 
Patrick h[redacted]

[redacted] Customer was taken out of all CRM.  Customer contacted dealership several ways so it took time to remove.  Customer was apologized to and given managers direct phone number to follow up with if it happens again.complaint closed

Classic bait and switch tactics. They called and confirmed 30 mintures before I get there the availability of a car that they've been calling me all week on. I show up and magically it sold! Imagine that but they had some great deals they wanted to show me on some new cars! Total dirt bags. Should have listened to the reviews and not wasted a long drive and inconveniencing family to watch my kid. STAY FAR AWAY!!!

10/20/2014

[redacted] was contacted and apolgized to for the experience she had at the dealership.  $297, as she requested, was refunded and sent to home address.  Even though refund was given, product was given to customer for compensation for the experience and recommended...

she use it to perserve her new car look.  This settlement should close the Complaint.

General Manager

Customer signed a universal contract at a rate which was not available at the time with the credit union she requested.  Customer was apologized too and offered to do contract at bank requested, but at rate that bank offered, customer declined.  Complaint was...

closed

Customer was refunded his entire down payment. There was some timing isssues of refunding due to check signers not present when customer came in.  Customer stated he was retacting complaint, however, it seems he did not.  This case sould be closed due to settlement...

requested by customer was fully given.  If any furthur detail are needed, please contact me to discuss.[redacted]General Manager