Royal Addiction

I am sorry that the customer feels this way she is mistaken though in that [redacted] has logged every visit to the dealership First, he is required to do so my company policy Secondly, the technician cannot be paid for his work without a repair order being generated the issue stems from a vehicle that she perceives as a lemon As stated in my earlier correspondence, this is an issue between Ford Motor Company and her There are processes in place, including using the Revdex.com as an intermediary, to resolve issues with the vehicle We cannot buy back the vehicle or represent Ford in this matter the fact that the last time she had the vehicle into our service department was almost years ago tells me the issue was resolved and the vehicle was repossessed due to her lack of making payments.El Cajon Ford cannot help with the issues she has with the Factory or with the finance company that repossessed her vehicleRespectfully, [redacted] ***El Cajon Ford

I must say that I completely disagree with the comments made by Ms [redacted] Our records show that Ms [redacted] has only brought her vehicle into the service department twice The first time was for a door latch issue along with low coolant and a lack of power Those items were addressed and resolved The second time the vehicle was brought to the store was to replace the engine a loaner vehicle was provided to Ms [redacted] and the repairs were completed These repairs were all done in April and May of 2015, almost years ago I don't see how year old repairs have led to Ms [redacted] having to voluntarily repo her vehicle The vehicle has not been back to the service department sinceThe repairs to her vehicle were completed correctly as evidenced by the fact that the vehicle has not been back to the service department since Additionally, the warranty and merchantability of a new vehicle is the responsibility of the manufacturer and not the dealer All we can do is repair the vehicle in accordance with the manufacturers guidelines Any issues with the merchantability of the vehicle needs to be addressed with the manufacturer This issue is not the responsibility of El Cajon Ford [redacted] ***Controller

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I spoke to the El Cajon Ford finance director *** *** whom had promised me to make the initial payment via ETF so *** *** *** Company would create an account that I would be able to make payments to; she reassured me that I would be able to call and verify with *** that the payment had been made the next business day, and I would then refund El Cajon Ford for the initial payment I would have made the payment myself but El Cajon Ford refused to provide me with proof of payment i.ereceipt or statement, and because of the prior issues with the credit check and the lost contract I was hesitant to hand over my hard earned money without proof and accountability Long story short I called *** three business days later to verify the payment was made and it wasn't I had missed the due date already, so I had no choice but to make the payment and now my online *** *** *** account says my payment was days late. This is all despite the fact that they didn't send a statement days prior to the due date like they were supposed to, so it will more than likely reflect on my credit I tried several times to find a solution but all I get is excuses on why things are not the way they're supposed to be instead of real solutions I even got a phone call from the El Cajon Ford comptroller *** *** whom I hadn't even met with before but spoke to me in a very condescending tone telling me that I was the one making things difficult for them I responded with they were the ones that "dropped the ball" and he got even louder after that, he was very unprofessional and blamed everyone else for the problems i.e*** and me but never took any responsibility for anything; that's when I knew the kind of company El Cajon Ford really is; his response to my Revdex.com complaint reinforces that theory I want the days late payment removed from my account and I really don't want on my credit report either, because I have just worked too hard to maintain a good credit standing for over a decade to have it ruined by someone else's mistake
Regards,
*** ***

To: Revdex.com December 11, 2014Re: Complaint ***During our reconditioning process, the tool needed to remove the spare tire was noted as being in the vehicleIt is not our policy to sell a vehicle which does not have this toolWe sincerely apologize
for the missing tool and we will reimburse the customer for the cost of the tool.*** ***El Cajon Ford

Mr*** has been very unresponsive and down right nasty on the phone to both my finance director and myself. We have done everything we possibly could to fix the problem when it came to our attention. All Mr*** and his wife wanted to do was tell us how bad we were and what a terrible company we were. The problem was exactly as I described in my first response in that the contract was misplaced my *** and once that was discovered we did everything we could to correct the problem. It was true that Mrs*** offered to send the first payment and then have Mr*** reimburse us, but with his condescending, unruly attitude, that offered was rescinded. We work very hard to help our customers have an enjoyable experience in purchasing a vehicle but we will not expose our employees to the terrible treatment that they have received from Mrand Mrs***

To whom it may concern,In response to your letter about *** *** mustang.I understand the frustration that the customer had in getting this repair completed in a timely manner, but it was not a lack of us not trying to help him or the situationWe've spent numerous hours either trying to
locate a set of O.E.Mgears, or time spent contacting Ford to get authorization to use other parts or to help in locating parts from other sourcesWe understand the customers need of alternative transportation and handled his rental beyond the days that his extended warranty would coverIn all, we covered the entire days of rental so that he would not be inconvenienced of being out of a vehicle during the repair processTo date, the release date has been changed againThe parts are scheduled to be released from the factory to 9/23/Once we have the parts the customer will be notified for installation.We have spoken to the customer on several occasions during the repair processDuring these conversations the customer states that they understand the situation, but then states through social media that we have done him harmSo getting the issue resolved is a bit hard when being told one thing, and then seeing or reading something elseI don't wish to get into a dispute, but would rather state that facts as I know themThe customer is correct in that parts have been on national back orderAnd to note, they are still on back order dated to 9/23/2016.As explained to *** during the repair, we were working with Ford Motor on getting a release date on the parts and twice the date was moved backWith the vehicle being under warranty, Ford will only let us replace the needed parts with parts that came with the vehicleMeaning, O.E.Mgears of the same ratioSince the parts were on back order for such a long time we managed to get authorization from Ford to replace the parts with a different size of ring gear only to find out that we couldn't calibrate the electronics to the different rear end ratioWe finally got approval from Ford to allow us to use a aftermarket set of gears since the parts were still on back orderFord would not have allowed us to use something other than O.E.Mif the parts were availableWe located a set of aftermarket performance gears and installed them, but they too were noisyWe then ordered another gear set, but once installandset up found that they too were no betterMeaning, that they were quieter than the first set installed but not as a quite as the factory set of gearsThese gears installed were performance gears and they have slightly different type of cut on the face of the gears making them more durable but more susceptible to noiseI am sorry for the inconvenience and we don't normally run into issues like thisBut due to the parts not being available has created issues beyond our controlWhen the customer picked up his vehicle, we explained the work performed and that we still have the O.E.Mgears still on orderThat the vehicle is safe and drivable and that when we receive the parts we would replace the aftermarket gear set with the O.E.Mset.Sincerely,*** ***

We have contacted the customer and have resolved the issues at hand. We are not certain of what exactly happened on the phone but the GAP insurance was already in the process of being cancelled at the time that we received the complaint. The issue with the Skylink is the Skylink is a
hard added product so just cancelling the product is normally not possible. However, we have discussed this with the customer and have agreed to cancel and refund the money on the Skylink as well. A check for the Skylink and the GAP insurance will be going out in the mail today. The Skylink product is a taxable product so sales tax will be added to the refund. GAP insurance is not taxable though. We believe the customer is satisfied with our proposal to resolve her issue

We apologize to Mr. [redacted] about the experience he claims to have had at our dealership.  We do not understand the issue with their 1 yr old son as Ms. [redacted]'s loves children and has never had an issue with customer's children in the past.  As for the issues with the vehicle, the Explorer...

was a demonstrator and was sold to the [redacted]'s as a used vehicle and received a discounted price because it was used.  They were also shown a brand new Explorer but chose the vehicle in question because of the savings.  When Mr. [redacted] brought back the vehicle to have the concerns addressed, El Cajon Ford has fixed every issue that was presented to us.  Mr. [redacted] was not happy with the repairs done to the headliner and we have been willing to re-examine this issue and see if there is a better repair that can be performed but a new headliner is not an option.  If Mr. [redacted] would like us to re-examine the headliner issue, he can contact [redacted], our sales manager to see what can be done.

Revdex.com:
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.
Wow. What a sg way to respond to a loyal customers complaint. Number one, I have NEVER EVER ONCE BEEN LATE ON ANY CAR PAYMENT IN MY LIFE. Number two, I called and had the finance company come and pick up my vehicle because for the 3rd time it was broken and I had enough of the unreliable peice of junk that FORD has refused to be accountable for. I gave the vehicle back in March of 2016. I had been consulting my legal counsel on how to proceed and I figured I would give El Cajon Ford the opportunity to make it right before I moved further in the legal process and blasting the truth on social media. What I can say is that [redacted] would be rolling over in his grave of if he could see how crappy you treat your loyal customers. It's unfortunate that I get to take a $15,000 loss on a brand new vehicle because Ford did a horrible job from the manufacuring facility. What a huge disservice you have done to me. I will make sure everyone knows you guys couldn't even meet me halfway to make the situation right. In fact your sales director offered me $10,000 for the car because of the engine issues when I owed $28,000. How is ir my fault that you guys did a crappy job building the engine? Lame. I offered to meet in the middle and take some kind of loss but you were not even willing to do that. Shows how much you stand behind your brand. As for [redacted], he's a liar and a snake and I can prove my vehicle was there more than the times it was logged. I will never buy another Ford and if You you guys don't attempt to make this right or meet me part way on the loss, I will make sure EVERYONE knows exactly how you do business.  The 
Regards,
[redacted]

I am sorry that the customer feels this way.  she is mistaken though in that [redacted] has logged every visit to the dealership.  First, he is required to do so my company policy.  Secondly, the technician cannot be paid for his work without a repair order being generated.  the issue stems from a vehicle that she perceives as a lemon.  As stated in my earlier correspondence, this is an issue between Ford Motor Company and her.  There are processes in place, including using the Revdex.com as an intermediary, to resolve issues with the vehicle.  We cannot buy back the vehicle or represent Ford in this matter.  the fact that the last time she had the vehicle into our service department was almost 2 years ago tells me the issue was resolved and the vehicle was repossessed due to her lack of making payments.El Cajon Ford cannot help with the issues she has with the Factory or with the finance company that repossessed her vehicle. Respectfully, [redacted]El Cajon Ford

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

I must say that I completely disagree with the comments made by Ms. [redacted].  Our records show that Ms. [redacted] has only brought her vehicle into the service department twice.  The first time was for a door latch issue along with low coolant and a lack of power.  Those items were...

addressed and resolved.  The second time the vehicle was brought to the store was to replace the engine.  a loaner vehicle was provided to Ms. [redacted] and the repairs were completed.  These repairs were all done in April and May of 2015, almost 2 years ago.  I don't see how 2 year old repairs have led to Ms. [redacted] having to voluntarily repo her vehicle.  The vehicle has not been back to the service department since. The repairs to her vehicle were completed correctly as evidenced by the fact that the vehicle has not been back to the service department since.  Additionally, the warranty and merchantability of a new vehicle is the responsibility of the manufacturer and not the dealer.  All we can do is repair the vehicle in accordance with the manufacturers guidelines.  Any issues with the merchantability of the vehicle needs to be addressed with the manufacturer.  This issue is not the responsibility of El Cajon Ford. [redacted]Controller

I have attached a letter outlining our position.
[redacted]Revdex.com September 14, 2015Complaint# [redacted]RE: [redacted]El Cajon Ford has had a number of discussions with Mr. [redacted] regarding this issue. After Mr. [redacted] came to El Cajon Ford and leased the Fusion, all the paperwork...

was sent to [redacted]. It wasn’t until Mr. [redacted] called us and notified us that he had not received his first payment coupon that we realized that there was a problem. It was difficult for us, at the time of the phone call, to determine what had transpired due the lateness in the day of the phone call and [redacted] being located back east. The representative of [redacted] that we talked to at the time of Mr. [redacted]’s phone call stated that they had not received the contract. On the following work day, we contacted [redacted] and talked to our personal representative who actually found the contract on a worker’s desk. Therefore, it was not El Cajon Ford’s issue with the contract but [redacted]’s. Now a second issue arises since Mr. [redacted]’s payment is now past due. [redacted] will not fund the contract or issue payment statements to Mr. [redacted] until his payment for 9/12 has been paid. If Mr. [redacted] would like to send us the payment, issued to [redacted], we will forward that payment overnight to [redacted] so that the contract will be finalized.We are sorry for the issue at hand. El Cajon Ford has done all that we can do to help Mr. [redacted] even though we have not created the problem. El Cajon Ford and [redacted] are completely separate company’s and are not affiliated by ownership at all. Mr. [redacted], on the other hand, has been nothing but uncooperative and rude through the situation.[redacted]El Cajon Ford