San Tan Ford

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  2  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 06/19/17 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 abnormal concerns with the differential.  Alignment check was done on the vehicle and found that the left front Camber was slightly out of spec at -1.55 degrees. San Tan Ford corrected the alignment at no charge to the customer as his factory warranty for adjustments expired on 04/09/17. 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 50 MPH, worse at speeds for 80-90 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 abnormal concern.  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 2016 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 80-90 MPH, San Tan Ford must rely on the readings of their Alignment equipment for verification.

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 8/3/2017 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 15 month whichever comes first.  The other items have already been installed on Mr. [redacted]s vehicle therefore unable to be removed. Thank you again,San Tan FordCustomer relations

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 closed. Thank you,  Customer relations

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.

Made an appointment for oil change and the works for 10 am this morning. This appointment was made 6 days prior and I received 3 confirmations from dealer.

When I pulled into service area I could not even get on any lines they were all full. Went to find my advisor who was nowhere to be found. Someone finally asked what we needed took my name and said it would be at least 2 hours for oil change. Imagine coming in for their Quick Lane Oil Change. It would have been nice to receive an email or phone call advise=ing of the delay. It would have been nice not to have driven 55 minutes for nothing.

SPOKE WITH CUSTOMER ON 01/27/14 AND CUSTOMER HAS AGREED TO ACCEPT A REFUND OF $377.66 FOR THE UPDATED FUEL PRESSURE REGULATOR, AND THE INJECTOR.  CHECK IS IN THE PROCESS OF BEING CUT AND WILL BE READY THIS WEEK.

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 business didn't have to pull my credit. The business said that my Teddy Bear Angel was not in the car. Then where is it? Customer relations lady said they looked at the video surveillance and didnt see it. but I didn't see the video,it's their say only. When I asked to speak to Customer relations Personnel they said she would get a hold of me. She never did. I 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 important. She stated to me you got what you wanted and everyone is happy in the end just to end the issue. I 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.
[redacted] is the name of the Lady I am referring to when I say She She is the Customer Relations Personnel.

Regards,

This complaint has been resolved.  Our client, [redacted] purchased a vehicle from San Tan Ford.  She had to undergo an interview with the bank, this interview failed. We had to make adjustments to the transaction and find a different lender to purchase and finalize this...

transaction.  We found one and Ms. [redacted] is coming in today to sign a new contract.

The new contract has 9 less payments and her monthly payment did not change.  The sale price of the vehicle is about $1000 less on the new contract.  When Ms. [redacted] traded in her vehicle to us for this transaction, they signed all proper documentation in order for us to own/sell the vehicle.  We are submitting payoff.

Please let us know if you have any further questions or concerns.

Thank you, San Tan Ford

I am not happy! I bought a vehicle a week ago and had a few questions and a couple issues with my certified vehicle. I cannot reach anyone regarding them. I have emailed and called for 2 days. When I finally get hold of someone they said they would call me right back and never did. Now they are just completely ignoring me. This was a certified vehicle that has issues with Windows rolling down, had a nail in tire, and is having electrical issues where it will not turn off at times. I paid a lot of money for this vehicle(they did not budge on price) and I purchased the extra warranty.

Great car salesman till they promise a certain interest rate and bait and switch it on you. Car salesman promised and even circled a 3.9 percent rate. After I bought the vehicle I went over the paperwork to find out my rate is actually 6.0 percent.

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 1/2 as a down payment.  They doctored the numbers to reflect 1/2 of what they were trying to sell the vehicle to me.  I was attempting to get the vehicle for $22,000-$23,000 (fully prepared to pay $24,000-$25,000 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 $25,000.   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 $26,100.  So my initial down payment in my mind was $12,000-$12,500 based upon my number that I was negotiating with, not what the dealership had tried to do.  They inserted the $15,000 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 $182 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 1/2 dozen times in rectifying the situation in a timely manner, that is why they offered the $182.  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]

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.

<st[redacted]g>This issue has absolutely NOT been resolved.

</st[redacted]g>

First off, San Tan Ford NEVER made any attempt to pay off my trade in, despite the fact that [redacted] - the customer relations manager - told me outright that she had spoken with someone at the bank and that they had received the check and that it would post in a couple days.  An outright LIE!  Then, [redacted] made an appointment for me to meet with [redacted] in the finance department to sign a new contract on Friday, June 6th at 1:30pm.  When I arrived at 1:30, [redacted] had left for the day, Ms. [redacted] was not on the premises, and I had to wait around for half an hour for one of the sales managers, [redacted], to finally try to help me.  The new contract did, indeed lower the price of the vehicle by $1000.  However, by that time, I had already made another payment on my trade-in and so they were offering almost $500 less to pay off my trade.  To make matters worse, [redacted] the sales manager, was rude and accused me of saying things during the bank interview that I absolutely did not say, and told me that it was all my fault the deal fell through.  Needless to say, by this time I was LIVID and demanded they honor the original contract, or cancel it.  They chose to cancel it and return my trade-in, which I was previously told by [redacted] was IMPOSSIBLE because they had sold it!  Since my trade-in was in Denver, CO, they told me it would be a few days.  Well...that was 10 day ago, and I still don't have my trade in, AND...I need to make another payment on it!

And so, I repeat:  This issue has absolutely NOT been resolved!

Regards,

To whom it may concern;I spoke with Mr. [redacted] on 1/6/2015 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 2014...

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 $26100 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 lienholder. If 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 $2200.  San Tan Ford decided to give Mr. [redacted] a check for Goodwill in the amount of $182.  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

Good morning,

This matter has  been addressed and resolved.  The [redacted] is going out today with the refund and we will be providing our client with the tracking number.  After receiving her cancellation form, we have cancelled the items that she has requested to...

be cancelled.  The last item will be cancelled if she wishes to remove the security alarm from her vehicle.  In order for this to take place she must present her vehicle  at San Tan Ford to have this alarm removed.  Once removed she will be asked to sign a separate cancellation sheet as she signed for the other items for the security alarm.  At which time we will cancel with the security company and send the refund to the financial institution who has her loan, the same as we are doing with the first refund. 

I was going to attach the email conversations between our client and our finance manager I will just need our clients permission to do this.  The emails will reflect the quick turnaround in solving this concern. 

Please let us know if there is anything else that you may need.

Thank you,

[redacted]-San Tan Ford

Good afternoon,
We have made an attempt to contact our client to go over the agreement that he has in place from it's original date of 7/22/2016.  Mr. [redacted] has been working with our service department to schedule appointments that will best fit both...

schedules.  The part that was required to fix his pre owned vehicle was ordered and has been in our store waiting for installation.  This part was agreed upon was a door lock actuator, which was approved after the sale.  As far as a door ding, the vehicles are looked over upon taking possession of the vehicle and once again before delivering to our client.  We had several individual trying to locate the door ding that Mr. [redacted] was concerned about and were unsuccessful in locating it.  We do not have an agreement between client and dealer regarding any other equipment to be added or removed and no agreement regarding any other service and body work to be completed.  Please see attached signed documentThere is a mention of price, here is our breakdown according to his contractual agreement;
Purchase Price: [redacted]  Sales Tax: 2073.01  Estimated license fee: 145.29 Documentation fee 499.00 (standard rate on all contract unless X, A, Z or D-Plan) Grand total=29473.30  Down payment: 18000.00  Balance due: 11473.30.
We are unclear regarding the disputed amount of $500.00We have been waiting to confirm an appointment with Mr. [redacted] to install his door lock actuator.  Mr. [redacted].  Please let us know when we can make the appointment to for the door lock actuator.  Thank you,  San Tan Ford

To whom it may concern;I have spoken with Ms. [redacted] in my office and have apologized for all of her concerns.  We followed procedure as to our company policies as we do with every client.  Ms. [redacted] mentioned that she left a teddy bear in her traded in vehicle but we were...

unable to locate.  As for the credit inquiry, Ms. [redacted] financed the vehicle through her credit union that was here on site for the sale.  At any time that a client is financing a vehicle and not paying cash, it is mandatory to pull a bureau on our client.  This is common is every business when a client is applying for credit. We consider this matter to be closed.If you have any further questions please feel free to contact me.Thank you, [redacted], Customer Relations

Good afternoon,

Please see attached for your response regarding complaint ID#[redacted]

Thank you.

10/26/15

To whom it may concern;

This is a follow up to complaint #[redacted] for [redacted].

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. [redacted] did mention the Teddy Bear and our sales professional that helped Ms.

[redacted] 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 up. Our 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. [redacted] 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. [redacted] 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. [redacted], 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. [redacted]. 

Thank you,

San Tan Ford

I have recently been experiencing a great deal of issues with my 2008 Ford Edge. I have contacted Ford Corporate and the Camelback Ford, the dealership where I originally purchased the vehicle. I received a flier in the mail from San Tan Ford with a hand written note from the Sales Director on a post-it indicating that my car was wanted, not going to lie....I thought, great, take it. I decided to call a couple of days after receiving the flier and discuss all the issues I was currently experiencing with my car with the intent of finding out how much I could get as a trade-in value. I left a couple of voicemails. It was late so I didn't expect to reach anyone. To my surprise, I did receive a call back within a 15 minutes. I explained my situation and was told that either he or someone on his team would contact me the next morning around 10:30 am to discuss a blind estimate of my car. I was told that something could be done even if out of the box thinking and creativity was needed to help make things right. I appreciated this thought process and looked forward to the call the next day. I was contacted the next morning, about 30-45 minutes after I was told and I was called the wrong name...not a promising start but what can I expect. We spoke for a few minutes and then was told that someone would be contacting me to get details on my car so that an estimate could be provided. I was contacted and all pertinent information was gathered. After some time, I was contacted and told that they could offer a trade-in value of $6000. I thought this was great. I then shared that I had found a vehicle at another dealership that was around $5000 and that I would be interested in this vehicle or something similar. I was told the dealerships were owned by two different people therefore the vehicle at the other dealership was not an option. I had not heard this before as my family has researched vehicles online and gone into a dealership and had the vehicle transferred to the dealership where they were purchasing. I decided to see what San Tan had in their used car inventory and what could be done as I was told that creative ideas would be employed to help me. As I spoke with the person who had done the assessment of my vehicle and who would be helping me finding another vehicle, I explained what I was looking for and what I could afford. I also explained my difficult situation as I had done with the Sales Director. I would have to be buying a car with cash since I am in the middle of closing on a house and am not in a position to enter into a car loan. Plus, with all the car repairs to my care totaling close to $5000, I didn't have much left for a down payment. I was told that was a tall order but they could see what they could do. I waited all day. Finally around 7:30 pm, I contacted the dealership to find out a status on the search. Everything from here was terrible. I was told that they couldn't find anything that fit what I was looking for but there were other options. I asked what other options. There was a lot of back and forth but no real options provided. After my frustration levels continued to rise, I was asked if I would like to speak to his manager since he could not provide me with anything that was making be happy. Since I could here his manager speaking to him and telling him what to say the entire time, I agreed to speak to the manager. Then the conversation took a turn for the worst. I was told that I was being provided options. I indicated that I had not been provided options other than needing at least $5000 in addition to my trade-in in order to help me which could be in the form of financing which I had indicated many times I was not in a position to do. I was lectured about warranties and told that there was nothing on the lot that was less than $10,000 and even if there were, he could not guarantee that a car like that wouldn't fall apart as soon as I drove it off the lot. I was shocked and appalled that I was being told this by a manager at a dealership. I repeated what he said to be sure I heard him correctly and in fact this is what he said. Clearly, no one was really trying to help me or right a wrong. All this dealership wanted was the sale. I have been through enough with Ford lately and this just added to my overall frustration. This was a complete waste of my time and a horrible experience on top of an already difficult situation.

This issue has been resolved.  Customer relations had spoken with the owner of the traded in vehicle Ms. Lois [redacted] and made her aware that she had made a mistake regarding the payoff.  She realized this a few days later when she called the bank a second time and they made her aware that the envelope matching the tracking number that was given, was not for this loan.  That is when [redacted] contacted Ms. [redacted] and let her know.  She did what she was supposed to do and called the client to let her know.  There was an appointment made for Ms. Lois [redacted] with finance.  She mentioned she would prefer that it was with [redacted] the director, at which time [redacted] said to Ms. [redacted] “I will see what I can do”.   Ms. [redacted] was made aware that [redacted] had to attend a sponsored event and would not be at the dealership. Ms. [redacted] was asked by [redacted] if she could come earlier and Ms. [redacted] stated that she had an appointment therefore was unable. 

The interview with the bank came back with a negative response.  The bank stated that they would not secure the loan due to the answers that were given by Ms. [redacted].  We would be happy to provide records of the statement given by the bank regarding this loan if Ms. [redacted] allows for it. 

The vehicle was in fact sold and taken to Colorado.  After much persistent work we were able to purchase the vehicle back.  It was put on a carrier then traveled back to Arizona. This carrier has to make several stops at other dealers as it is part of their process.  Ms. [redacted] was able to drive our vehicle throughout this entire process.  Ms. [redacted] has her vehicle back with 2 brand new tires and has returned our vehicle.  Although, we are still missing 1 key for the vehicle that she had originally attempted to purchase.  She was given 2 key fobs at the time of delivery.  We request that Ms. [redacted] return our key. 

Ms. [redacted] has a son that has made several attempts to make contact with the dealership.  He has made several negative remarks (defamation of character) after we tried to resolve this issue.  These remarks have either been present at our dealership and/or on several social media sites.   By Law we can only have contact with the person involved in such a business contract.  (Privacy Policy) 

All of this could have been avoided with simple communication through ALL parties involved.

Respectfully,

San Tan Ford

Customer Relations