Richmond Ford West

[redacted]
I am Mark S[redacted] the General Manager at Richmond Ford West.  We are very sorry this has been handled so poorly.  You have my promise I will get this corrected ASAP.  My direct phone number is [redacted] which rings to my desk.  I will be calling you later...

today (Saturday 10.8.16) to set up a time to get all outstanding items taken care of.  
Sincerely,
 
Mark S[redacted]

Ms. [redacted],Richmond Ford promises to get this right.  I understand we have an appointment set up for you after the holiday and will put our collective efforts together to resolve the issue.  Glen B[redacted] (service manager) and Mark S[redacted] (general manager) are both here to help.  I will...

update our findings after the car is diagnosed and a repair is made.  Again, we are sorry this highly unusual issue is happening and will do what is needed to make the proper repairs.Sincerely,Mark S[redacted]General ManagerRichmond Ford West

Mr. [redacted]First off, I want to apologize to you for the entire situation.  Sophie P[redacted] made a clerical error when typing the price of $[redacted] when replying to your inquiry.  The $[redacted] price that is on our website and noted in your correspondence above was correct. ...

The text message you sent to [redacted] is one of our main dealership phone lines and is not capable of receiving text messages.  For the inconvenience, I would like to try and make this up to you by personal offering my assistance in obtaining any vehicle on our lot.  While I cannot make the [redacted] you inquired about work at the $[redacted] I believe we can get payments where you wanted.  If you have already purchased or want to go elsewhere, I do understand.  I am sending a $[redacted] check to your address today as a gesture of apology.  We truly did not intentionally try to mislead you and take customer satisfaction and service very seriously.I can be reached at [redacted] directly.Sincerely,Mr. Mark * S[redacted]General ManagerRichmond Ford West

[redacted]I am Mark S[redacted] the General Manager at Richmond Ford West.  We are very sorry this has been handled so poorly.  You have my promise I will get this corrected ASAP.  My direct phone number is [redacted] which rings to my desk.  I will be calling you later today...

(Saturday 10.8.16) to set up a time to get all outstanding items taken care of.  Sincerely, Mark S[redacted]

Review: My van was running with the check engine light on, black smoke exhausted from the tail pipe, and got no power. Engine was surging and missing. Fuel was entering in the exhaust system.

From April 10 Richmond Ford was working on it. They called me and told that has been fixed, and charged me $707.51. They replaced three parts, according to their invoice. They did throw away original parts, and I did not know did they really needed to be replaced, but my van was worse than before. Check engine lite was still on, engine got no any power, and black smoke was exhausting.

Next day I turned my van back to them. They told me that they giving 2 years warranty for job performed on it, and it will be automatically in their computer system.

Since that time, I had to call them to ask what is going on. They kept replacing parts and throwing them in the trash can. I'm unable to check, again, do they just guessing and trying to rip me off. I asked for removed parts to check them personally, because I have a diesel truck mechanic business. They got no parts saved from my truck.

I tried to call a service manager, [redacted]. His office hanged up his phone on me twice.

I left a message to a [redacted] He did not answer, or return my call either.

Mr. [redacted] called me and explained that they found the broken wire in the engine harness. They proposed to modify wiring to fix that problem, but they will charge me again. I was agree, if they fix my van, I'll pay for it.

They never called me back. I was there and talked to their mechanic, [redacted]. He said it he still working on it, and needs O2 sensor. I have purchased and provided him with that part, and he promised it'll be fixed, but he did not fix it, in despite of all labor and parts replaced.

So far he replaced:

1. fuel pressure regulator

2. IAT sensor

3. DY 1145 sender ASY

4. EGR valve with sensor

5. Idle air control valve

5. O2 sensor

6. Bypassed wire #21 (green/black wire),

and did not fix my vanDesired Settlement: My van is [redacted], service van, but engine is less than three years old, with less than 3000 miles on it.

I need my service van to perform job and feed my family. My wife is laid off and we got two little kids at the elementary and middle schools.

Since April 10, I'm unable to work, and I'm losing my customers. Richmond Ford West really hurting my business, and I will ask them to fix my van ASAP, or reimburse my money, or send it somewhere else to be fixed.

Business

Response:

ToWhom It May Concern:I have met with Mr. [redacted] personally and we have reached an equitableagreement. Mr. [redacted] vehicle is still in our shop and he has authorizedadditional work to be performed today. We have all set and agreed toa timeline for the next phase of repairs and progress update calls. I am confident that Mr. [redacted] is completely satisfied with our agreementand further, will be satisfied with our completed work.Please feel free to contact me directly at the number listed below should yourequire any additional information.Thank you for your cooperation,[redacted]

Consumer

Response:

I have reviewed the offer and/or 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

the customer contacted Revdex.com to state that the business is not returning his calls, the work has not been done, and they do not have a set time for it to be completed.

Business

Response:

To Whom It May Concern:As of our last communication and as is supported by Mr. [redacted] letter at that time, Richmond Ford West had met with Mr. [redacted], in person, and reached an agreement regarding the resolution of his concern. At that time, Mr. [redacted] authorized additional, necessary repairs to his vehicle. Mr. [redacted], Richmond Ford West [redacted], communicated to Mr. [redacted] at that time that the part necessary to perform his authorized repair had to be ordered and was expected to be in stock at Richmond Ford West on Wednesday, May 20, 2015. Mr. [redacted] also assured Mr. [redacted] that once the part was received, Mr. [redacted] vehicle would be prioritized for the repair to be completed. Once completed, Mr. [redacted] agreed to contact Mr. [redacted] with an update. As expected, the ordered part arrived yesterday, 5/20, and the repairs were performed. The technician road tested the vehicle and was satisfied that the vehicle was running properly at that time. As is normal in our industry, the technician recommended that we keep the vehicle overnight to perform a "cold condition" test on Mr. [redacted] vehicle as an added measure of quality control. Mr. [redacted] spoke with Mr. [redacted] yesterday (5/20) and was authorized by Mr. [redacted] to keep the vehicle until today, Thursday (5/21). Upon completion of the quality control test, Mr. [redacted] agreed to call Mr. [redacted] with an update on the status of the repairs. As of 9:21 am today, 5/21/15, Mr. Bogdan has spoken with Mr. [redacted] regarding his communication with the Revdex.com and Richmond Ford West's lack of communication with him throughout this process. During this call Mr. Bogdan agreed to check on the status of Mr. [redacted] vehicle and, once the repairs have been verified as complete, contact Mr. [redacted] personally to schedule a time to review the repair and the balance due on all authorized repairs.Should you have any questions regarding this response, please contact [redacted]Thank you for your cooperation with Richmond Ford West through this resolution process.Sincerely,

Consumer

Response:

I have reviewed the offer and/or 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 will be satisfied if my service van is fixed and running how suppose to be. I need to do a road test. I need to check is there any body damages on my van, due to many times pushing or pulling in and out of the shop. On Friday, 05-22-15, I had to get some of my tools from my van over there, and I have seen all my tools fallen on the middle of the floor. One of my working desks inside got all legs loosen. There is 13 feet aluminum ramp slideable under the the floor which is part of the truck, and I would not like to miss it.The Richmond Ford asked me many times for permission to remove and replace many parts of my van. Some of them were not even related to the problem. Mr. [redacted] called me once and told me: "It is running like a chime." When I was there, it was bad or worse than before. Mechanic, Bruce, was not able to start it from outside. They spent many hours and parts working on my van. Was it due to the lack of knowledge or lack of special tools, I do not know. After all my bad experiences with the Richmond Ford, if my van is fixed, I hope they will not charge me for all unnecessary work performed.

Regards,

Extremely unprofessional and underhanded in their business dealings. I will never do business with this company and will be sure to caution all friends against business dealings with Richmond Ford West. My daughters first car experience was completely ruined. The deal was worked out and agreed upon with the salesman and the manager. I came in with my cashiers check to sign papers and they sold it out from under us while we sat there waiting for the paperwork. DO NOT DO BUSINESS WITH THIS COMPANY!