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San Tan Ford Reviews (80)

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 I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

San Tan Ford inspected the vehicle and found the driver’s side rear tire had no tread left and had metal cords showing Customer was advised that this was not covered under warranty and was most likely caused by driving habits [redacted] supplied new tires and requested San Tan Ford install them San Tan Ford installed the two new tires on the rear of his vehicle and customer took vehicle On 06/19/customer returned to dealer with several complaints including vehicle pulling left, differential, and transmission concerns San Tan Ford inspected rear differential and could not verify any abconcerns with the differential Alignment check was done on the vehicle and found that the left front Camber was slightly out of spec at -degreesSan Tan Ford corrected the alignment at no charge to the customer as his factory warranty for adjustments expired on 04/09/Repairs to the transmission were done under factory warranty On 07/24/17, Mr [redacted] returned San Tan Ford and complained that the vehicle was pulling left at freeway speeds over MPH, worse at speeds for 80-MPH with his hands off the wheel San Tan Ford’s Shop Foreman & Svc Advisor road tested the vehicle at legal speeds limits and could not verify any abconcern It is also not advised to ever take your hands completely off the wheel while driving Alignment was rechecked and is still within the manufactures specifications In closing, Mr [redacted] ’s Ford Mustang was driven, inspected, and it was found that all specifications were within the manufacturer recommendations San Tan Ford would be happy to inspect Mr [redacted] ’s vehicle one last time to insure the alignment is still within the factory recommended specification San Tan Ford will not drive the vehicle above the posted speed limit, so if the customer states his concern is at 80-MPH, San Tan Ford must rely on the readings of their Alignment equipment for verification

Dealer first spoke with [redacted] on 12/12/and asked the customer to come in for a tire inspection Customer did not come in that day as he indicated he would Dealer has since spoken to [redacted] on 12/17/and 12/19/and have agreed to install the tires the customer originally wanted (Michelin LTX A/S) The tires have been ordered as of 12/19/and should arrive the week of 12/26/ Due to the Christmas Holiday, the shipping time will be delayed slightlyCustomer agreed with the replacement of the two tires

To whom it may concern;I spoke with Mr [redacted] on 1/6/at approximately 5:20p.m I was responding to a letter of complaint that he sent to our dealership regarding this matter.We talked about everything that transpired We have pulled his transaction from October and the following is his transaction If you view the first attachment (four square) this is a form that we use with clients to negotiate price on the vehicle they would like to purchase It has the clients information, price of the vehicle, the discounted price we offered him, down payment that he desired to allocate for this purchase, trade information if any (no trade for this transaction) and his monthly payments with term From the beginning of negotiations it was stated by Mr [redacted] that he was putting $15k down and it never changed from there We ended up selling him a vehicle for $with $15k down, receipt is on the 2nd attachment When there was an issue with his vehicle and the warranty would not cover the full amount, San Tan Ford repaired the vehicle at no cost to our client as a Goodwill gesture and absorbed the work and cost internally, therefore leaving Mr [redacted] free of any debt Mr [redacted] requested that we cancel his service contract as seen in the 3rd attachment, with Mr [redacted] ’ authorization It is a flat cancel on a financed vehicle therefore check was forwarded to the lienholderIf you look under the [redacted] page under service contracts and extended warranties, it states;• If the cost of the policy was financed, cancelling the policy may not lower your monthly payments, although it can reduce the total amount of money you owe and shorten the term of your loan.The 4th attachment shows the refund to the lienholder Mr [redacted] was not happy with the amount sent to the lienholder He expressed his disappointment and wanted the full funds of $ San Tan Ford decided to give Mr [redacted] a check for Goodwill in the amount of $ This Goodwill gesture was to make Mr [redacted] whole.To summarize, from the initial negotiation stages the amount Mr [redacted] offered to put down on the vehicle he was purchasing was $15k and finance the balance If he had offered a lower amount, this item (four square) would have reflected that different amount We have made Mr [redacted] whole with our Goodwill gestures and find this matter closed.Thank you in advance for your attention.San Tan FordCustomer Relations

The dealership appreciates Mr [redacted] submitting video of the concern; however, the dealer cannot resolve the concern by watching the video, the vehicle must be brought in to the dealership for evaluation It is requested that Mr [redacted] call the Service Manager Leslie M [redacted] directly @ ###-###-#### or contact by email at [redacted] @santanford.com to schedule an appointment to road test the vehicle and recheck the alignment specifications at his earliest convenience

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.The four square sheet doesn't accurately reflect any discussion I had with the dealership, other than the initial price My conversation with them was that I had intended to put down approximately 1/as a down payment They doctored the numbers to reflect 1/of what they were trying to sell the vehicle to me I was attempting to get the vehicle for $22,000-$23,(fully prepared to pay $24,000-$25,since I realize how negotiating works) when I first entered the dealership as I stated to them I had another vehicle at another dealership that was newer and was only $25, They were still several thousand off and I decided to walk out and not waste anymore time I had actually gotten in my vehicle and was backing out of the parking lot when they chased me down to offer a final price of $26, So my initial down payment in my mind was $12,000-$12,based upon my number that I was negotiating with, not what the dealership had tried to do They inserted the $15,number to match their sticker price! That sheet doesn't even reflect my final price They did what most car salesmen do and that's try to fast talk the customer and get over on them That's why they get a bad reputation Yes, I do realize that they snuck in the fact that a refund will be returned in the form of a check to the loan company I am old school and I take a man on his word as an oral contract Big business vs the small consumer obviously puts me at a disadvantage They refunded the additional $because I had [redacted] on video stating that he would offer me a full refund Again a verbal agreement They also stated that because they dropped the ball on at least a 1/dozen times in rectifying the situation in a timely manner, that is why they offered the $ It had nothing to do with good faith They took advantage of a senior citizen and others need to know that this is how they conduct their business I still contend that I verbally told [redacted] that I wanted to pay for the warranty upfront, so that's taken care of He nodded and did what he wanted to I have read many reviews stating this has been done to others as well, so others need to be wary of this dealership If they choose to ignore the fact and act as though they are in the right, I will be forced to bring this into a more public forum and let other consumers hear my side and they can decide Otherwise, I still have the same resolution request.Regards, [redacted]

We have cancelled all warranties that Mr [redacted] has asked for We have explained his contract in ful and he is in full understanding of his vehicle and his agreement.We find this matter closedThank you, Customer relations

August 11, 2017To whom it may concern;This letter is in response to complaint ID# [redacted] from [redacted] * [redacted] dated 8/9/2017.Mr [redacted] did come in to purchase a Mustang at the honored price He signed a contract agreement for his vehicle This agreement listed everything on this vehicle Mr [redacted] came back in on 8/3/to cancel items on his contract These items have already been submitted and will be processed with a check back to the lienholder Items cancelled;Warranty $3200Maintenance Plan $895Mr [redacted] does have three oil changes that we honored with the purchase of his vehicle They are redeemable at every 5k miles or month whichever comes first The other items have already been installed on Mr [redacted] s vehicle therefore unable to be removedThank you again,San Tan FordCustomer relations

The tech did admit he caused the damage the service manager accepted libailty and stated that if they were goin to pay for the repair they I have no option but to use their preferred vendor I explained my concerns and declinedHave audio files prove they have admitted guilt

The options that San Tan Ford put on my vehicle, desert pro package $1,299, etch pp1 3000 $199, paint & interior protection $399, and defence GPS $695, I was never told about. San Tan ford gave me a document a week after I bought the car that showed me these charges. Justin W [redacted] said he did not know why I never received this document. This document was never seen by me and is not signed by me.

January 29, 2018To whom it may concern;This is in response to the client complaint for [redacted] We will do our best to explain our process When Ford allocates a vehicle to our inventory, it usually enters our system at midnight Unfortunately we have to wait until working hours the next day to make any adjustments on any “specialty” vehicles which includes Any SVT (Special Vehicles Team-Raptor) ROUSH, Black Widow, GTor GT vehicles or trucks with bedliners to name a few However we do have a disclaimer on our website for instances like this It reads;‘Although every reasonable effort has been made to ensure the accuracy of the information contained on this site, absolute accuracy cannot be guaranteed” It is unfortunate but no one in the valley including us will discount a Raptor The vehicle that Mr [redacted] has in question has just been put into production, hence Ford just allotted for the allocation Therefore will not be in our inventory for about 6-weeks However, if Mr [redacted] would like to work out an agreement on this said vehicle, we would be happy to mark down the market adjustment value that has been added to the MSRP of this vehicle as a sign of goodwill The market adjustment value is $20k and we would be happy to mark it down to $15k.We apologize for the inconvenience and look forward to earning Mr [redacted] s opportunity to earn his business.Sincerely, San Tan Ford, Customer Relations

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
The business didn't have to pull my creditThe business said that my Teddy Bear Angel was not in the carThen where is it? Customer relations lady said they looked at the video surveillance and didnt see itbut I didn't see the video,it's their say onlyWhen I asked to speak to Customer relations Personnel they said she would get a hold of meShe never didI then went to have my oil changed for free and asked to speak with her and when I did she spoke to me as if I was not importantShe stated to me you got what you wanted and everyone is happy in the end just to end the issueI want my remaining free oil changes but I don't feel comfortable going there as I haven't been treated with respect as a customer.*** *** is the name of the Lady I am referring to when I say She She is the Customer Relations Personnel
Regards,
*** ***

Good afternoon, Mr*** had an appointment with us this past weekend but was unable to make his appointment. We would gladly send him the money to replace or if he would like, we would be happy to do so on our end. Please let us know if you would like to reschedule your appointment to
order this part or have us send you the check for replacement. Best, Customer relations

First off, I would like to personally apologize for the way that Mrand Mrs*** were treated when they were at the dealershipThat is not a occurrence as to how we treat a customerI make no excusesIt should have never happenedUnfortunately, sometimes the human element can
complicate things and the stress of our processes clearly got to our assistant managerWhat is ironic is that under conditions he is my most easy going guyAgain it never should have never have happened and I sincerely apologizeI don't think any business would like to be defined by the poor actions of an employeeWe at San Tan Ford are no differentWe work harder in this community than any business that I am aware of to try and contribute in positive wayWe take that responsibility very seriously.Mrand Mrs*** did in fact come in to purchase a van with a wheelchair ramp Mr*** also questioned our pricing several times and unfortunately our invoice for the ramp (upfit) had not reached our accounting office Had it reached our accounting office, it would have reflected on the price of this vehicle It is unfortunate of the experience that Mrand Mrs*** had while he visited our store as our delivery of the news could have been expressed in a lot better manner than how it was and we truly apologize for that This matter has been thoroughly addressed on our end When the ramp (upfit) invoice reached our accounting office there was a difference of roughly $20, We would be willing to help Mrand Mrs*** achieve in getting this van and willing to make an exception on the price and selling the ramp (upfit) at an employee price as a sign of goodwill Unfortunately we are not able to take a loss of $20,to fulfill this transaction Mrand Mrs*** did give a deposit of $that has been fully refunded Throughout the entire time we did not have a contractual agreement that was submitted to our finance department to submit to a financial institution for financing As stated there was a deposit on the vehicle but not a contractual financial agreement As we all know accidents do happen on a day to day basis in everyday life especially when you add the human element into it This happened to be our accident and definitely not intentional in any way shape or form As a business we are not here to take advantage or prey on people with disabilities as stated in the original complaint and online reviews Again as an act of goodwill we would be willing to give Mrand Mrs*** employee pricing on the ramp (upfit) for the van I look forward to hearing back from you.Customer relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedI will want them to replace the part including labor
Regards,
*** ***

Good afternoon, Ms*** did in fact come in to apply for employment at San Tan Ford. One of our employees received her information and logged it in but did it incorrectly. Our sincerest apologies for any inconvenience this may have caused. Ms*** information has been
completely removed from our system and or shredded. The only information we will have on Ms*** is if she filled out an employment application on our website.Again our sincerest apologies for any inconvenience this may have caused.Thank you for considering San Tan Ford as a company that you would consider for employment.Best regards, *** ***Customer Relations

Good afternoon, I am happy to hear that you are well versed in this area and it makes things much easier Since you worked for Ford and GM you may be entitled to A, Z or D Plan pricing on the actual vehicle You will need to provide a pin number for this and we can get that squared away to start with As far as markup yes there is mark up in everything you purchase everywhere That is why we are stated as a gesture of goodwill that we are willing to offer you employee price on this ramp (upfit) as stated in our previous response Instead of going back and forth about what we did and apologized for, refunded or not contracted we can offer you the following as a gesture of goodwillI know it was mentioned in both responses that Mrand Mrs*** will not do business with us and we have been unsuccessful in obtaining them as a client but if they would reconsider we can add the ramp (upfit) for $15k which is our employee price as a gesture of goodwill Our apologies that we were not able to have you sign a contractual agreement It is against the law to sell a vehicle knowing that it has a recall and therefore we were unable to do so This vehicle knowingly had a recall as before mentioned and therefore put us in a position to put our best foot forward and simply take a deposit Again, this situation should have never have happened and we are doing our best to come to terms with Mrand Mrs*** Please let us know if there is anything further that I may answer for you.Sincerely, San Tan Ford, Customer relations

10/26/
To whom it may concern;
This is a follow up to complaint #*** for *** ***
We will need to reiterate the credit pull for financing. As with any other retail business, when
applying for credit for either a credit card, furniture or a car loan, a credit
bureau must be pulled for the client to secure financing
Ms*** did mention the Teddy Bear and our sales professional that helped Ms
*** with her transaction made first attempt to find it. He was informed that the vehicle had already
left the property to make its way to auction but it was actually still awaiting
pick upOur detail shop the we have
located in the back of our store, they had gone through all vehicles going to
auction. When I asked them about it they
had mentioned that our sales professional had asked about a Teddy Bear a week
prior to me asking about it. They did
not find any items in the traded in vehicle.
They are very good about turning in belongings that are found in
vehicles. Amongst the items turned, a Teddy
Bear was not one of them.
I did return Ms*** call pertaining to her financing, the
teddy bear and losing her 2nd job.
There was several calls made and I had one of the credit union representatives
in my office while I made several of these calls
The oil changes that we provide every one of our sold
clients is a cost that we incur within our store. As with all of our clients, they oil changes
will need to take place at our facility.
I am sorry that Ms*** does not feel comfortable with our service
facility, as they are one of the best in our region. However, as stated before these oil changes must
take place within our service facility
As I have apologized before to Ms***, while on the phone
and in my office for her concerns. All
of her concerns have been addressed and adhered to according our company
policies and procedures. From the credit
report to making every attempt to find her teddy bear that we could not locate
within the inside of the traded in vehicle
We hope that we have
addressed and better explained the concerns for Ms***.
Thank you,
San Tan Ford

Customer *** *** spoke with Service Director Leslie M*** and Corporate Fixed Operations Director John B***. Customer was advised that although the technician said he did not cause the two very small scratches on the vehicle, nor did the Dealership know how or what caused
the scratches, they would get the scratches repaired for the customer at no charge as a goodwill gesture because he is a customer who does business with us. Dealer advised customer that the repairs would have to be completed by San Tan Ford or their preferred vendor. Customer declined to have the repairs completed by the Dealer or their preferred vendor and stated he would call his Insurance and submit a claim and take it wherever he wants to fix the vehicle. In closing, the dealer did offer as a goodwill gesture to repair the vehicle at no charge to the customer

To whom it may concern; As Mr*** stated explained, dealers in the valley don’t offer rebates and we are part of the dealers in the valleyDuring our end of month sales process we usually do what we are capable of to sell vehicles, unfortunately this does not pertain to specialty vehiclesThe vehicle in question is a specialty vehicle and we do not discount them. We may be able to work on the addendum for him but it would be no more than $off the adjusted market value as an act of goodwill. Thank you again, Customer relations

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Description: Auto Dealers - New Cars, Auto Dealers - Used Cars, Auto Parts & Supplies - New, Auto Repair & Service

Address: 1429 E Motorplex Loop, Gilbert, Arizona, United States, 85297-0410

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