Perry Lincoln, Mercury, Mazda, Ford

I purchased a Mazda months ago and asked for a quotation to trade the car for another model of the same year [redacted] took the information and called to inform me I purchased a Mazda NOT a When I told her all the paperwork stated the car was a including the title and their own paperwork, she insisted she was correct I stated if that was true I want the difference between the cost of a va She said she would recheck and call me back; she never did

**- As stated by the business The Consumer met with [redacted] General Manager to review complaints regarding vehicle Mr [redacted] authorized all concerns and necessary repairs to be addressed and completed The Consumer was also provided with a complimentary Year 25,Oil Change and limited basic maintenance package at no additional cost to her to express our sincerety and appreciation of her patronageAll concerns were addressed directly by Mr [redacted] , Service Manager [redacted] General Manager Perry Ford

Revdex.com: I spoke with their finance director on 9/after they received the complaint, and forwarded him some additional paperwork Upon receipt of that additional paperwork Mr [redacted] called me back and said that the matter would be handled and I should receive a refund in 30-days I then received a call from Mr Alfaro on 9/indicating that he received the Revdex.com claim, and that he was sorry but their finance director was no longer with the dealership, but he would be happy to resolve the issue I then re-forwarded all the information to him, plus some additional items he asked for He forwarded it on to their controller, and indicated she would be handling the matter I suppose in 30-days if I have a refund, then I will know the matter was indeed handled Regards, [redacted] ***

TO:  Revdex.com of the Tri-Counties
I have left a voice mail for Ms. [redacted] to contact me personally via cell and also to forward all documents to my email. We will ensure this matter is properly resolved.  The person she was attempting to contact no longer works...

here.
[redacted]
Perry Ford of Santa Barbara

Revdex.com:
I spoke with their finance director on 9/8 after they received the complaint, and forwarded him some additional paperwork.  Upon receipt of that additional paperwork Mr [redacted] called me back and said that the matter would be handled and I should receive a refund in 30-45 days.  I then received a call from Mr Alfaro on 9/12 indicating that he received the Revdex.com claim, and that he was sorry but their finance director was no longer with the dealership, but he would be happy to resolve the issue.  I then re-forwarded all the information to him, plus some additional items he asked for.  He forwarded it on to their controller, and indicated she would be handling the matter.
I suppose in 30-45 days if I have a refund, then I will know the matter was indeed handled. 
Regards,
[redacted]

**- As stated by the business.
 The Consumer met with [redacted] General Manager to review complaints regarding vehicle.  Mr. [redacted] authorized all concerns and necessary repairs to be addressed and completed.  The Consumer was also provided with a complimentary 2 Year 25,000 Oil Change and limited basic maintenance package at no additional cost to her to express our sincerety and appreciation of her patronage. All concerns were addressed directly by Mr. [redacted], Service Manager.
[redacted] General Manager Perry Ford.

**- As stated by the business.
 The Consumer met with Walter [redacted] General Manager to review complaints regarding vehicle.  Mr. [redacted] authorized all concerns and necessary repairs to be addressed and completed. ...

The Consumer was also provided with a complimentary 2 Year 25,000 Oil Change and limited basic maintenance package at no additional cost to her to express our sincerety and appreciation of her patronage. All concerns were addressed directly by Mr. [redacted], Service Manager.
[redacted] General Manager Perry Ford.

I purchased a 2015 Mazda 5 months ago and asked for a quotation to trade the car for another model of the same year. [redacted] took the information and called to inform me I purchased a 2014 Mazda NOT a 2015. When I told her all the paperwork stated the car was a 2015 including the title and their own paperwork, she insisted she was correct. I stated if that was true I want the difference between the cost of a 2014 v. a 2015. She said she would recheck and call me back; she never did.

Review: I purchased a car from Perry Ford in July 2013. I have since traded the car in and am trying to get ahold of them to get a refund on the extended warranty policy. I called and left a message on 8/29, 9/2 and 9/4. I got the finance managers email and sent an email with all the info they would need per the contract cancellation policy. I sent that on 9/2 and sent a follow up on 9/3 and 9/5.Not a single returned call or email. Not even to tell me they are busy and will get back to me when they can.Desired Settlement: I would like them to call me back so I can get the money due to me refunded. We're talking about a $1321 warranty policy!

Business

Response:

TO: Revdex.com of the Tri-Counties

I have left a voice mail for Ms. [redacted] to contact me personally via cell and also to forward all documents to my email. We will ensure this matter is properly resolved. The person she was attempting to contact no longer works here.

Perry Ford of Santa Barbara

Consumer

Response:

I spoke with their finance director on 9/8 after they received the complaint, and forwarded him some additional paperwork. Upon receipt of that additional paperwork Mr [redacted] called me back and said that the matter would be handled and I should receive a refund in 30-45 days. I then received a call from Mr Alfaro on 9/12 indicating that he received the Revdex.com claim, and that he was sorry but their finance director was no longer with the dealership, but he would be happy to resolve the issue. I then re-forwarded all the information to him, plus some additional items he asked for. He forwarded it on to their controller, and indicated she would be handling the matter.

I suppose in 30-45 days if I have a refund, then I will know the matter was indeed handled.

Regards,

Review: Bought a Mazda5, found a scratch and the car was dirty, we were told the scratch would be taken care of and the car would be cleaned and we would be given a car to drive the day it was worked on. I took the extended warranty out of exhaustion. The very next day we took in the car title of the trade-in and I apologized but asked to have the extended warranty cancelled. They were then not as nice, said it was cancelled and never called about the scratch or cleaning even though when the salesperson called to follow-up my husband mentioned it. We just found out the extended warranty was not cancelled and now I am concerned about retaliation. We are not wealthy people and when we have to go there for car repairs, etc how will I be treated? If they were willing to NOT cancel the warranty and willing to ignore the simple promise they made about working on the car, I am very concerned. I feel I have no way to protect myself from being treated unjustly. Even in hospitals there are patient advocates. Thank you for your time.Desired Settlement: We would like the extended warranty cancelled with a full refund. I would also appreciate some gesture on their part acknowledging some kind of concern for us as customers. Thank you for your time.

I purchased a 2015 Mazda 5 months ago and asked for a quotation to trade the car for another model of the same year. [redacted] took the information and called to inform me I purchased a 2014 Mazda NOT a 2015. When I told her all the paperwork stated the car was a 2015 including the title and their own paperwork, she insisted she was correct. I stated if that was true I want the difference between the cost of a 2014 v. a 2015. She said she would recheck and call me back; she never did.

Review: I bought my 2012 Ford Fusion from Perry Ford in Mid-December 2014 and I could not be more unhappy with the sales and lack of follow through in promises made on my vehicle. The car had no owner's manual, the floor mats did not match and it was a safety issue as they slid under the pedals (it's mid March 2015) and I still don't have the right mats. There was NO car jack, and I got caught in a rain storm in Big Sur and had no cell service to call for help. The worst problem was the key FOB opens other vehicles. I was helping a friend at the ER one night and my key FOB let me into another car similar to mine. The SB Police department gave me no assurance gave me no assurance that someone would not be able to get into my car similarly. When I brought the vehicle to the service manager and the floor manager with this problem they didn't believe me at first, so I referred them to the ER Security Guard as he witnessed the event. After telling them I would not accept any less than a brand new key FOB they said they would do so. Guess what, I called today, and [redacted] the woman who sold me the car said they are not going to honor this. I was only given one used key FOB, and it is also my understanding that when a car is sold to you that two keys are supposed to be given. They were not.My door also swings open and hits me in the arm when I open it, they didn't have the part, it's on order. The front end wobbles, came that way, bad rotors... they did actually take care of this.If I could take the car back and get a full refund I would gladly do so. They have done nothing to give me peace of mind that they will take care of my cars safety, and they are not honoring there word on what they said they would fix.I called asking for the General Manager tonight to complain, they said he would call back in 5 minutes. He has not bothered to call me back. This dealership needs to honor there agreements and make my vehicle safe. I would never recommend them nor ever buy another vehicle from them.Desired Settlement: I want them to replace the key FOB with a new one, I want the left door hinge replaced. I want the front end looked at it still shakes and is wobbly. I want my floor mats replaced, the oil still needs to be replaced, I have been asking for a quote on this since I bought the vehicle. I need two working keys. Recently I lost my keys and did not have another, I fortunately found them. I don't want to deal with Robin any longer. I want a replacement vehicle while my car is being taken care of.

Business

Response:

**- As stated by the business. The Consumer met with Walter [redacted] General Manager to review complaints regarding vehicle. Mr. [redacted] authorized all concerns and necessary repairs to be addressed and completed. The Consumer was also provided with a complimentary 2 Year 25,000 Oil Change and limited basic maintenance package at no additional cost to her to express our sincerety and appreciation of her patronage. All concerns were addressed directly by Mr. [redacted], Service Manager. [redacted] General Manager Perry Ford.

Business

Response:

**- As stated by the business. The Consumer met with [redacted] General Manager to review complaints regarding vehicle. Mr. [redacted] authorized all concerns and necessary repairs to be addressed and completed. The Consumer was also provided with a complimentary 2 Year 25,000 Oil Change and limited basic maintenance package at no additional cost to her to express our sincerety and appreciation of her patronage. All concerns were addressed directly by Mr. [redacted], Service Manager. [redacted] General Manager Perry Ford.

Review: We were quoted an $1800 repair job for a Cylinder head repair that would take 4 days. It ended up taking 21 days and in that time we had to rent a rental car and pay for insurance on a car we were not using. After discussing the issues with the service manager, we left feeling ripped off. We asked that the price be reduced to $1200 ($400 for the parts and 8 hours of labor @ $100/hour) however he refused to give us this price and held the car hostage until we paid. We agreed to leave for $1400 but we are not ok with this price. For having the car 2 extra weeks, we feel we are owed damages.Desired Settlement: I feel this job should have been done for $1000 even though we offered to pay $1200 from all the hastle and pain this caused. After talking to the service manager, I felt this dealership did not care about what I had to go through waiting for my car to be fixed. I had to call multiple times to get answers about this car, sometimes 3 times a day before I received a call back. They expressed little remorse for their wrongdoings and I left hurt and upset about the whole situation.

Business

Response:

After reviewing the situation with all involved I found that the majority of the delay was due to the machine shop back log and a holiday weekend, as well as an unforeseen employee issue, The repair value is between $1800. and $2400. Our service manager met with the customers explained and apologized for the delays, The discount was giving as an investment toward customer satisfaction, and all parties agreed it was fair and adequate compensation at that time for the prolonged vehicle repair.

Sincerely, [redacted]

Consumer

Response:

Review: 9729633

I am rejecting this response because: The "investement" made for customer satisfaction was not for our benefit, and an agreement was made because our car was being held as hostage and would be further delayed had we had not agreed to an amount. This is an incredibly poor move, and not only that the service manager said we would have to wait longer because he wanted to go home and didn't want to deal with us that day! We had to tell the people there that we waited for 3 weeks for this car to be done, the least he could do was wait 10 minutes and deal with the issues while we were there, unbelievable! These actions and this response from our complaint only further shows that the company does not care about what their customer went through or the mistakes they made. We had to make every call to the shop on almost a daily basis to find out information on the car, and each time they would transfer us to Mike but it went straight to voice mail, sometimes going almost 4 days before receiving a call back. We had no answers until I had to do research and find out who the service manager was myself and ask for him specifically, as the operator who took the calls did not give us this option. I'm sorry but you were not in the office when we spoke to the service manager, who was not in any way remorseful for what had happened. If it was the machine shops fault as well as an employee why are we paying for the mistakes? I discussed what I was willing to pay for the job and that was $1200, more than fair considering we waited for 3 weeks and was forced to rent 2 cars during that time, not to mention the distress I went through walking to work every day. I feel this amount should be further discounted by $200 bringing the total to $1000 for the job ($100 for each week past the agreed time frame) and this is more than reasonable. I will not pay a single cent to this company until this situation is remedied and my amount is final. I have wasted not only 3 weeks with this company but now 2 weeks filing a complaint and still I have yet to receive a sympathetic ear on the situation, I have no intentions of bending to a company who's only interest is their bottom line and not customer satisfaction as they claim. Included are the 2 car rental receipts for each week beyond the original quoted time because of their mistake. We were also inconvenienced a $250 hold on our accounts because of the rental which were refunded, but had we been in a situation where we couldn't pay for this deposit we would not have had a car, the inconvenience that was put upon us is more than I can describe in a single response. If this company is so concerned with customer satisfaction, then I'd encourage you to make this right and honor my amount so I can pay for the job and move on and not further inconveniencing me. I plan on being in Santa Barbara for a long time and as a ford owner I would like to know I can go to the dealer and have my car worked on without issue and not have to travel out of town to another dealer just to get service, and at this point I am forced to do just that because of the way I was treated. Make it right and adjust my amount and apologize to me for the trouble.

Regards,

Review: Regarding complaint # 10686420- W[redacted] contacted us from Perry Ford. He was very professional and interested in resolving our problems. He had the car detailed, the seats were scotch guarded, they touched up the paint and most importantly we were reimbursed for the extended warranty. We were also given a rental car for the day the car was worked on. We feel very comfortable with the outcome and would not hesitate to buy our future cars at Perry. We also feel confident in having our cars serviced at Perry. W[redacted] made us feel valued as customers and displayed integrity by honoring his word to have our needs met.Desired Settlement: Regarding complaint # 10686420- W[redacted] contacted us from Perry Ford. He was very professional and interested in resolving our problems. He had the car detailed, the seats were scotch guarded, they touched up the paint and most importantly we were reimbursed for the extended warranty. We were also given a rental car for the day the car was worked on. We feel very comfortable with the outcome and would not hesitate to buy our future cars at Perry. We also feel confident in having our cars serviced at Perry. W[redacted] made us feel valued as customers and displayed integrity by honoring his word to have our needs met.