Roesch Ford

Complaint: [redacted] I am rejecting this response because:I'd like a response in writingI believe I clearly communicated the issues and look forward to hearing how Roesch plans to make this situation right I made an appointment to come in and do the paperwork for the purchase of the car, called ahead to make sure I had all the documentation I would need, and ended up waiting minutes to spend minutes signing papers The mileage reported in the contract was/is incorrect by milesI’ve requested an amended contract twice, and have not received any updatesThat mileage is very high for a new a car The car was misrepresented as having the ability to open the back hatch from the driver’s seat, as well as using the key FOBNeither of those options are viableI spend hours in the Service department expecting to have the key FOB reprogrammed, only to be told that the I was given the wrong key FOB for the car I purchasedI have to manually open the back hatch every time I want to open it New keys are ordered for me, although once I get there, Robert informs me that he needs to make sure the key FOB are really there as the Parts Department is unreliableLater he blamed the delay on a misfiled ticketThen, while I’m waiting to have the key reprogrammed, clearly working (head down in my laptop typing) the service manager asks me to watch another customer’s computer and briefcase while he answers some questions on the service floorSeriously!? Then when I asked Robert for the paperwork, he said he would snail - mail it to meGiven the response time I’ve had on the other issues, I asked for the paperwork immediatelyHe was very frustrated that he had to print out the service orderNot at all the customer service Roesch seems to believe they offerI feel the dealership misrepresented the car so I would buy itThe salesman has not offered to make amends for misrepresenting the features of the car or even an apology for any of the time I've wasted trying to get resolution Sincerely, [redacted]

Hello,We have no problem refunding the customer the prorated difference of the Service Contract in the amount of (223.47) The last thing we want is a customer not happy with one of our servicesI will process the refund and get it mailed out [redacted]

We will contact the customer and figure it out. ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I'd like a response in writing. I believe I clearly communicated the issues and look forward to hearing how Roesch plans to make this situation...

right.1.       I made an appointment to come in and do the paperwork for the purchase of the car, called ahead to make sure I had all the documentation I would need, and ended up waiting 90 minutes to spend 10 minutes signing papers.2.       The mileage reported in the contract was/is incorrect by 400 miles. I’ve requested an amended contract twice, and have not received any updates. That mileage is very high for a new a car.3.       The car was misrepresented as having the ability to open the back hatch from the driver’s seat, as well as using the key FOB. Neither of those options are viable. I spend 2 hours in the Service department expecting to have the key FOB reprogrammed, only to be told that the I was given the wrong key FOB for the car I purchased. I have to manually open the back hatch every time I want to open it. 4.       New keys are ordered for me, although once I get there, Robert informs me that he needs to make sure the key FOB are really there as the Parts Department is unreliable. Later he blamed the delay on a misfiled ticket. Then, while I’m waiting to have the key reprogrammed, clearly working (head down in my laptop typing) the service manager asks me to watch another customer’s computer and briefcase while he answers some questions on the service floor. Seriously!? Then when I asked Robert for the paperwork, he said he would snail - mail it to me. Given the response time I’ve had on the other issues, I asked for the paperwork immediately. He was very frustrated that he had to print out the service order. Not at all the customer service Roesch seems to believe they offer. I feel the dealership misrepresented the car so I would buy it. The salesman has not offered to make amends for misrepresenting the features of the car or even an apology for any of the time I've wasted trying to get resolution. 
Sincerely,
[redacted]

We are truly sorry for this mix up and are since under new management and ownership so I can assure you that this will not happen in the future. Thanks for being a Roesch Ford customer

Hello,We have no problem refunding the customer the prorated difference of the Service Contract in the amount of (223.47)  The last thing we want is a customer not happy with one of our services. I will process the refund and get it mailed out. [redacted]

We apologize for the inconvenience to [redacted]  We did a big management change 4 months ago and the salesman that she dealt with on her sale back in February no longer works at our dealership.  I'm not sure who she spoke to when she was calling to check on status, but when I looked up her...

transaction she did clearly pay for a cargo cover.  Before this complaint was made and her negative [redacted] review she did speak with one of our Sales Managers [redacted] on 1/20/18 and he immediately submitted for a full refund for her.  My office cut the check yesterday and is going in the mail today for her.  We sincerely apologize about the previous management and salesman not following through with the item owed, but the check is going in the mail today and if anything further is needed please feel free to reach out to me.