Pundmann Ford

During the dates of 7-18-to 8-16-Pundmann Ford Quicklane was without the use of our large truck lift due to a part on orderDuring this time all of our large truck customers were informed that oil changes could be performed on the ground but we could not perform tire rotations on said vehiclesQuick lane left several messages for Mr [redacted] and he finally contacted us on Monday 8-22-and scheduled an appointment for Tuesday 8-23-to inspect tires and discuss a resolution to his concernsUpon Mr***s arrival Quicklane inspected the tires on the vehicle and determined that the irregular wear the customer was concerned about is not due to lack of rotation yet the fault of the type of tires on vehicle and weight of the vehicleMr***s truck has tires that are meant for mainly off-road use and are not designed for any kind of comfort ride or even wear for longevityThis was explained to the customer and Quicklane offered to rotate his tires for free(he was never charged to rotate them on the original invoice and was also only typed up for an oil change)The customer agreed to allow us to rotate his tires and Quicklane also offered that due to his inconvenience of having to return that if he chose to buy his next set of tires here we would pay for one tireAll that was offered was due to the customers inconvenience and not due to poor workmanship

We are responding to the Revdex.com complaint [redacted] that we received on 10/25/ Mr [redacted] is correct that his vehicle was towed to our shop and would not crank or start We were asked to try to get his vehicle to start and run We did that at no cost to Mr [redacted] Mr [redacted] talks of the battery not needed to be replaced and the battery was replaced at no charge to Mr [redacted] The battery that was in the van was a deep cycle marine battery that is used in boats This type battery is not for an automotive type application Mr [redacted] was given his old battery and as stated before there were no charges to Mr [redacted] Mr [redacted] talks of his vehicle having issues He is correct this vehicle has many issues This Econoline is years old and has not been well maintained As we have found with the no start concern with repairs to this vehicle one thing will lead to another and on and on The brakes are an issue that we will not address Again the auxiliary generator was wired into the system in an unsafe manner and was disconnected We will not do any repairs to the generator wiring hookup Mr [redacted] asked that a loaner car be furnished to him at no charge We will not furnish a car to Mr [redacted] Pundmann Ford and other caring people have been nice enough to cover the cost of repairs up until now All work performed has been out of the goodness of everyone's heart Pundmann Ford will not perform anymore work to Mr [redacted] 's vehicle at no charge or for pay Our relationship with Mr [redacted] and his vehicle has ended Thank-you for the letting us respond Rick Pundmann

On 4/10/2017, [redacted] ***, brought her truck in for repairs to a rear bumper step pad Because it was before 8:AM, I was the one who tagged the vehicle and did the walk around for damages When I did the walk around and I noticed spots on her bedside I then noted them on our repair order Much too far to be from the step bumper damage Because it was just a step pad and would take a short time to do, it went to the paint area to be done which is a very wide lane with nothing else in the lane at the time We put the step pad on and completed repairs When Ms***, came to pick up her truck she went out with [redacted] to look at the truck as he had informed her that we noticed her key would not work in the lock for her spare tire We explained to her that this would be a warranted item but to take it to service as they would have to rekey the lock and we wanted to make sure she knew in case she had a flat tire She said that was fine She did not say anything about the bedside to [redacted] at that time She came back in and paid the $150.16, for the bumper step pad from the insurance company She went back to her truck and then came back in a little bit later and told [redacted] she had marks on her bedside and said we did it ***, listened she told him she hand washed it on Saturday and there were no marks on her truck ***, explained to her that there was never nothing around it that could have possibly damaged it and that I had noted on our repair order the marks before it came into the shop She then said he was calling her a liar and he said no ma'am that maybe since it was days since she washed it maybe something happened and she did not notice it, perhaps in a parking lot She told him to stop calling her ma'am her name is [redacted] ***, told her he would discuss it with the Manager in the morning took photos and we would call her in the morning The next morning, ***, told me about the incident, and I explained to him, they were already on the vehicle I was about to call her when the phone rang and it was her, I told her I was about to call and that [redacted] and I discussed it, and I had noticed them on the truck, before I could say anything else she hung the phone up on me [redacted] had also told Ms[redacted] that we would gladly touch it up for her, but she said no and wanted the whole bedside painted Respectfully [redacted] Body Shop Manager

Initial Business Response / [redacted] (1000, 7, 2015/10/23) */ Contact Name and Title: [redacted] GSM Contact Phone: XXX-XXX-XXXX Contact Email: ***@pundmannford.com This vehicle was purchased on July 8th from us as a used truck, not newThe truck was traded in and delivered to the customer free of damageThe customer notified us on August 17th of a scratch and a chip missing from the left rear tail lightThis damage did not occur while it was in the possesion of Pundmann FordThe vehicle was traded in and delivered free of damage and sold this wayWe feel that our offer of complimentary touch up paint and the offer to get a replacement tail light lens at Dealership cost with free installation of said part is more than a fair offer for something we have no control overIn our opinion the tail light does not need to be replaced, it is fully functional and water tightThe customer has made repeated threats to the dealership to report us to all agencies We feel that we will make every reasonable attempt to remedy any situations that arrise with the sale of a used vehicle with in reasonWe do believe that time does play an important role in the discovery of any issuesEven in the event that a used vehicle is delivered with a scratch or a dent it is also the customers responsibility to notify the dealer at delivery or within a reasonable time frame that the condition of the used vehicle is not to their satisfaction to get a repair worked out, unsually a few daysIn this case we feel that 30+ days is outside of the resonable time tableOur offer still stands on the sale of the tail light at cost and free installation if customer wishes to proceedShe has already received her complimentary Ford Touch Up Paint Kit Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/10/28) */ The salesman said he had plenty of time to look at the truck but it was not even on the lot and I waited two hours until it arrived The reason I did not call was because [redacted] told me he would contact me and follow up with a survey but he did not contact meThat is why I contacted them days laterThey tried to touch up the paint on my car with a plan white paint and drips that dried on the bumper I have not received the complimentary Ford Touch Up Paint KitEven if I did that would not be much help to me because I do not know how to use itThey kept saying the taillight was just a scratched lens but it is damaged and was sold to me that wayI am still seeking a replacement lens because it was sold to me this way

The customer is stating that he brought the vehicle in within the warranty period, and he did, but the only warranty that was on the car is a day or mile Powertrain WarrantyThe Air Conditioning is not a covered item, the only items covered are the engine, transmission and drive axle assembliesWe have already sent a copy of the warranty that was on the vehicle that the customer signed when he purchased the car in We did look at his air conditioning and it was working properly, no problem was found with the system in 2014(we have supplied the coies of the repair order) If we had recharged it we would have also added die to find a leakWe added no die and no refridgerant because it was working properlyThe customer did not recieve copies of this or sign this because this was considered "good will"/internal work for the check engine light that came on and to look at the air conditioning, the customer paid zero for this non covered repair in March of We firmly believe that we have done nothing wrong, nothing misleading, and have not taken advantage of the customerWe are not going to fix this issue that is NOT a covered item even if the warranty that was on the vehicle at the time of purchase was still in effectWe are now years after the vehicle was purchased and the A/C was looked atThe customer had the opportunity to purchase comprehensive warranty coverage, which would have covered the Air Conditioning, for up to months of additional coverage and he declined the coverage

Mr *** purchased this vehicle from us on March 3rd The warranty on the vehicle was a day/ miles Powertrain warranty onlyHe had the option to purchase up to months of comprehensive coverage at the time of purchase, he declined the optional coverageOn March 12th he brought
the vehicle back to us for a check engine light that came on, and also stated that the A/C did not seem cold at idleWe fixed the check engine light at no charge to him, the A/C was checked and no problem foundIt was not even charged at the time. That brings us to a few weeks ago, he contacted his salesman and said that we did not fix the A/C over years ago when he inquired about it and now the shop is telling him its the evaporator is badIf the evaporator was bad two years ago, his A/C would have gone out again shortly there after but no attempts or communication to us were madeWe feel that with no complaints or communication since he picked up the car in March of about the same issues, that his A/C was in proper working orderNow that there is a problem that is going to cost money to fix, he is wanting us to take care of itWe feel that it is not our responsibility to repair a vehicle that is out of warranty by two years.We have attached a copy of the warranty that was on the vehicle at the time of delivery, the offer of a extended warranty that he declined, and the repair order from March of showing could not verify concern of A/C not blowing cold, We have not tried to take advantage of him or betrayed him over the last two years of ownership.Sincerely, *** ***

There are a few problems with the business responseI brought my car back to them within the warranty periodI never received a copy of their work orderI know for a fact when the checked the AC they told me it just needed to be recharged and I said OK because I am not a mechanicThe AC kept needing to be recharged and I was tired of it so I brought it back to themThe sales guy promised me they would look at it but nothing was doneThe problem is not resolvedThey did not do the proper test during the warranty periodThis problem was brought to their attention during the warranty period and I just now realized that they took advantage of me and they did not check it. I never signed that work order nor did I ever receive it. I have the same problem that I had when I brought it to them during the warranty period. Their response is not acceptableThey admit that I brought it in for this exact issue

On 4/10/2017, [redacted], brought her truck in for repairs to a rear bumper step pad.  Because it was before 8:00 AM, I was the one who tagged the vehicle and did the walk around for damages.  When I did the walk around and I noticed 3 spots on her bedside.  I then noted them...

on our repair order.  Much too far to be from the step bumper damage.  Because it was just a step pad and would take a short time to do, it went to the paint area to be done which is a very wide lane with nothing else in the lane at the time.  We put the step pad on and completed repairs.
When Ms. [redacted], came to pick up her truck she went out with [redacted] to look at the truck as he had informed her that we noticed her key would not work in the lock for her spare tire.  We explained to her that this would be a warranted item but to take it to service as they would have to rekey the lock and we wanted to make sure she knew in case she had a flat tire.  She said that was fine.  She did not say anything about the bedside to [redacted] at that time.  She came back in and paid the $150.16, for the bumper step pad from the insurance company.
She went back to her truck and then came back in a little bit later and told [redacted] she had 3 marks on her bedside and said we did it.  [redacted], listened she told him she hand washed it on Saturday and there were no marks on her truck.  [redacted], explained to her that there was never nothing around it that could have possibly damaged it and that I had noted on our repair order the marks before it came into the shop.  She then said he was calling her a liar and he said no ma'am  that maybe since it was 3 days since she washed it maybe something happened and she did not notice it, perhaps in a parking lot.  She told him to stop calling her ma'am her name is [redacted].  [redacted], told her he would discuss it with the Manager in the morning took photos and we would call her in the morning.
The next morning, [redacted], told me about the incident, and I explained to him, they were already on the vehicle.  I was about to call her when the phone rang and it was her, I told her I was about to call and that [redacted] and I discussed it, and I had noticed them on the truck, before I could say anything else she hung the phone up on me.
[redacted] had also told Ms.[redacted] that we would gladly touch it up for her, but she said no and wanted the whole bedside painted.
Respectfully
[redacted] Body Shop Manager

Initial Business Response /* (1000, 7, 2015/10/23) */
Contact Name and Title: [redacted] GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pundmannford.com
This vehicle was purchased on July 8th from us as a used truck, not new. The truck was traded in and delivered to the customer free of...

damage. The customer notified us on August 17th of a scratch and a chip missing from the left rear tail light. This damage did not occur while it was in the possesion of Pundmann Ford. The vehicle was traded in and delivered free of damage and sold this way. We feel that our offer of complimentary touch up paint and the offer to get a replacement tail light lens at Dealership cost with free installation of said part is more than a fair offer for something we have no control over. In our opinion the tail light does not need to be replaced, it is fully functional and water tight. The customer has made repeated threats to the dealership to report us to all agencies.
We feel that we will make every reasonable attempt to remedy any situations that arrise with the sale of a used vehicle with in reason. We do believe that time does play an important role in the discovery of any issues. Even in the event that a used vehicle is delivered with a scratch or a dent it is also the customers responsibility to notify the dealer at delivery or within a reasonable time frame that the condition of the used vehicle is not to their satisfaction to get a repair worked out, unsually a few days. In this case we feel that 30+ days is outside of the resonable time table. Our offer still stands on the sale of the tail light at cost and free installation if customer wishes to proceed. She has already received her complimentary Ford Touch Up Paint Kit.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/28) */
The salesman said he had plenty of time to look at the truck but it was not even on the lot and I waited two hours until it arrived.
The reason I did not call was because [redacted] told me he would contact me and follow up with a survey but he did not contact me. That is why I contacted them 30 days later. They tried to touch up the paint on my car with a plan white paint and drips that dried on the bumper.
I have not received the complimentary Ford Touch Up Paint Kit. Even if I did that would not be much help to me because I do not know how to use it. They kept saying the taillight was just a scratched lens but it is damaged and was sold to me that way. I am still seeking a replacement lens because it was sold to me this way.

Complaint: [redacted]
I am rejecting this response because:
[redacted] is not telling the truth.  The damage was not there when I dropped my truck off.  She never did a walk around of my truck while I was there and if that was the case she should have contacted me immediately to let me know. [redacted] never noted anything about the 3 marks on the bedside on any paperwork that was giving to me.  Furthermore, they are both liars, [redacted] & [redacted].  Yes he did offer to tough it up and I told him "no" period.  I never said I wanted the whole bedside painted.  That is another lie, they are all complete liars.  Pundmann Ford and their employees are not trustworthy. I would not ever want them doing any work on any vehicle I own ever again.  I will find another reputable business that operates with honest and ethical employees and treat their customer's with respect, unlike Pundmann Ford, to make the repair to my truck.  However, I am looking for Pundmann to pay for the cost of repairing the damage they caused to my truck.  Despite what [redacted] and [redacted] are saying they know that they caused the damage to my truck.
Sincerely,
[redacted]

During the dates of 7-18-2016 to 8-16-2016 Pundmann Ford Quicklane was without the use of our large truck lift due to a part on order. During this time all of our large truck customers were informed that oil changes could be performed on the ground but we could not perform tire rotations on said...

vehicles. Quick lane left several messages for Mr. [redacted] and he finally contacted us on Monday 8-22-2016 and scheduled an appointment for Tuesday 8-23-2016 to inspect tires and discuss a resolution to his concerns. Upon Mr. [redacted]s arrival Quicklane inspected the tires on the vehicle and determined that the irregular wear the customer was concerned about is not due to lack of rotation yet the fault of the type of tires on vehicle and weight of the vehicle. Mr. [redacted]s truck has tires that are meant for mainly off-road use and are not designed for any kind of comfort ride or even wear for longevity. This was explained to the customer and Quicklane offered to rotate his tires for free(he was never charged to rotate them on the original invoice and was also only typed up for an oil change). The customer agreed to allow us to rotate his tires and Quicklane also offered that due to his inconvenience of having to return that if he chose to buy his next set of tires here we would pay for one tire. All that was offered was due to the customers inconvenience and not due to poor workmanship.

We are responding to the Revdex.com complaint [redacted] that we received on 10/25/16.  Mr [redacted] is correct that his vehicle was towed to our shop and would not crank or start.  We were asked to try to get his vehicle to start and run.  We did that at no cost to Mr [redacted].  Mr [redacted]...

talks of the battery not needed to be replaced and the battery was replaced at no charge to Mr [redacted].  The battery that was in the van was a deep cycle marine battery that is used in boats.  This type battery is not for an automotive type application.  Mr [redacted] was given his old battery and as stated before there were no charges to Mr [redacted].  Mr [redacted] talks of his vehicle having issues.  He is correct this vehicle has many issues.  This 1984 Econoline is 32 years old and has not been well maintained.  As we have found with the no start concern with repairs to this vehicle one thing will lead to another and on and on.  The brakes are an issue that we will not address.  Again the auxiliary generator was wired into the system in an unsafe manner and was disconnected.  We will not do any repairs to the generator wiring hookup.  Mr [redacted] asked that a loaner car be furnished to him at no charge.  We will not furnish a car to Mr [redacted]. Pundmann Ford and other caring people have been nice enough to cover the cost of repairs up until now.  All work performed has been out of the goodness of everyone's heart.  Pundmann Ford will not perform anymore work to Mr [redacted]'s vehicle at no charge or for pay.  Our relationship with Mr [redacted] and his vehicle has ended.  Thank-you for the letting us respond.  Rick Pundmann