San Tan Ford

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,

Good afternoon, Ms. [redacted] 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. [redacted] information has...

been completely removed from our system and or shredded.  The only information we will have on Ms. [redacted] 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, [redacted]Customer Relations

This document (screen shot) shows the lack of integrity of San Tan ford.  The overall cost was adjusted (added costs) at the time of purchase.  They noted that the defense tracking mecanism was unable to be removed and therefore added to my purchase price.  This was not discussed prior to final financing.  They were not upfront about the final amount due. The items verbally discussed that they would fix were not addressed. please see the attatchments that support my claim of unfair costs and  lack of accountability to repairs.  If there are questions regarding my claims, I have witnesses that were present during the verbal commitments.  
Text Conversation between salesman and myself: See above doc.
[redacted].

Mr. [redacted] came in on 8/20/2016 and spoke with one of our sales managers.  In good faith, our sales manager refunded him $1073 for the items that he was charged for that were installed in the vehicle he purchased.  His mirror was also fixed and the paint stripping on the vehicle was also addressed.
We consider this matter closed.  If you have any questions please feel free to contact us.
San Tan Ford

Review: applied for a sales job at San Tan Ford some months ago at [redacted], [redacted], ** ###-###-####. The next thing I know I am getting emails from them trying to sell me products. I sent emails, I have called asking them to stop using my personal information for sales opportunities.

I stopped getting the sales emails for awhile. Now, I am getting them again. I called and left a demand voice mail messages for the GM [redacted] and the HR person Cookie yesterday. No response. I called again today. And talked with another manager [redacted] told him about the issue. He patronized me, his tone was I am stupid woman. He laughed when I told him the only contact I have ever had with San Tan Ford is to apply for a position and I wanted them to stop using my personal data for sales opportunities. I asked the [redacted] Manager what he was and when he was going to get this issue stopped. "Oh, he would talk with the tech guy's". And he was still laughing thinking this was all so funny.

As far as I know there are rules and regulations for using employment applications and the personal data on them. When I applied in person I had to give them my I9 information. When I asked why. I was told at that time that I would not even be considered unless I gave them the information. After, that is when the above described started taking place.

Now, I want to know where else are they using my data? I really feel unsafe at this point. And this is a very serious issue.

What can you do to help me?Desired Settlement: I want them to be stopped, issue me a letter of apology and guarantee that my personal data has been scrubbed and never to be shared with anyone or business or entity, corporation, etc.

And I want them fined and this to be a public notice to warn other people of their tactics.

Business

Response:

Good afternoon, Ms. [redacted] 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. [redacted] information has been completely removed from our system and or shredded. The only information we will have on Ms. [redacted] 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, [redacted]Customer Relations

Consumer

Response:

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,

Review: I traded in my Toyota Avalon on a used Mazda CX-9 on May 13th of this year (2014). On May 28th, I received a phone call from the finance department telling me that the terms of the contract needed to be changed because they could not obtain the financing they promised. After several phone calls and two trips to the dealership, I refused to sign a new contract, giving them the option to either honor the contract or cancel it, whereby I would simply get my trade-in and down payment returned to me and I would return the Mazda to them. They could not cancel the contract because they had already sold my trade-in. So, they wanted me to just give them the Mazda back and return my $500 deposit. I told them that I could not do that unless they had paid off my trade-in. They told me that they had paid off my trade in, but I wanted to verify that claim for myself, so when I left, they threatened to send a tow truck to get the Mazda from me. When I got home, I checked, and my trade-in had NOT been paid off. So, basically, San Tan Ford stole my trade-in, and they want me to just take back my $500 and give them back their vehicle without having paid off mine!! How did they sell my car without having paid it off and getting the title?Desired Settlement: San Tan Ford needs to do one of three things to avoid litigation from me.

1 - They can honor the contract we signed on May 13th. The contract does provide a way for them to cancel the contract, but they would have to return my car to me for that to happen.

or

2 - Pay off my trade-in, refund my $500 down payment, and refund the $300 payment I had to make to the current lien-holder of my trade-in since they didn't pay it off and I didn't want my credit negatively affected. If they will do this, I will return their car.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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

Review: I recently bought a Ford Mustang GT 5.0 2014 from San Tan Ford in [redacted] ([redacted]) on August 10th 2014. The car we had chosen was purchased by San Tan Ford from another [redacted] dealership in [redacted]. The car was then transferred to San Tan Ford and I completed the necessary paperwork for purchase with the dealership’s finance department. We did take out a loan for the car but made a 7000 down payment. The finance representative that we worked with was [redacted]. We were given temporary tags and told that the license plates and registration should be sent to us within 14 business days. By September 17th 2014 I still had not received the license plates and registration for my vehicle. I called the title department at San Tan Ford and they seemed to be confused as to what the status was in filing the paperwork for the transfer of title. I then went in person to the dealership and spoke with the assistant sales manager who handled our trade whose name was [redacted]. We were told that the title was never sent to San Tan Ford from the dealership in [redacted]. [redacted] told me that San Tan Ford did pay the dealership in [redacted] for the car. However, San Tan Ford had not received any title from the [redacted] dealership and that [redacted] did not have the title on record. [redacted] then called us on September 18th 2014 and told us that the proper paperwork for the transfer of title was filed that day on September 18th 2014 and currently being processed. It was at that point I realized that the sale of our car was made illegally across state boarders. San Tan Ford sold us the car without possession of the car’s title. The title was not in the process of being transferred when the car was sold to me and we signed the documents. Today is September 29, 2014. I have been called by [redacted] at San Tan Ford today and was told that the paperwork for the title is being processed. It has been a total of 50 days since the car’s purchase and it’s still in question if the title has properly been filed and processed. I would like to trust the dealer that the paperwork is infact being processed but after the run around we have had I can’t say I believe or trust them.Desired Settlement: I would like a written and notarized documentation that our car's title is in the hands of [redacted] company. I would also like Notarized verification that the sale of our vehicle is in fact legal. I would like San Tan Ford to be penalized by the State of Arizona for conducting an illegal trade and have their Revdex.com rating lowered. I would like consumers to be protected from the sleazy and illegal car sale practices of this dealership.

Business

Response:

Good afternoon,

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

Thank you.

Review: I purchased a used vehicle on 10/2/14 from San Tan Ford and while in financing, I was sold an extended bumper to bumper warranty. I was told it covers all heating and cooling components. First time I turned the heat on in late November (less than 6 weeks after purchase) I discovered the heater wasn't working. I took it in under the warranty and the claim was denied. They said that particular component wasn't covered. After weeks of calling and not getting any answers, I went in and demanded to speak with someone that could resolve the issue. At that time, I requested a refund for the warranty since I was 2 days away from my 60 day refund guarantee. I was told I would receive a check. Instead, the company refunded the money to the bank. When I purchased the vehicle, I initially was going to make a $12,500 down payment (about 1/2 of the cost of the vehicle). When [redacted] told me the warranty would be $2100, I then said well I will just put $13000 down because I had allotted up to $2500 for a warranty through a 3rd party company. I communicated to [redacted] that I'd be paying for the warranty at the time of purchase. Apparently [redacted] allotted the entire $13000 as a down payment and rolled the warranty into financing. Now when the refund was issued, it went toward the loan and I no longer have the extra cash for a new warranty, nor do I have extra funds if my vehicle breaks down! I feel this is deceptive business practice. San Tan Ford should contact the lending institution and reset the loan amount and refund the warranty money to me in a check since I paid for it up front!Desired Settlement: I feel that San Tan Ford needs to right this wrong. San Tan Ford should contact the lending institution and figure out how to make this right. I should have been cut the check since I paid up front for the warranty and it was not part of the truck purchase price I negotiated. It was a separate negotiation and purchase. I am a 72 year old senior on limited income and need that cash in order to protect my investment.

Business

Response:

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

Review: I purchased a vehicall and the agreed upon purchase price was 22,999. However The finance Paperwork shows a purchase price of 23,899. I have other documents which prove purchase price agreed on was 22,999. No $800 addition was authorized by me. I am aware of taxes, registration, dealerfee, warrenty etc., where were added on as separate line items, however there was nothing authorized that would have increased the purchase price by 800, and it is reflected as such on the statement given. I've called several times to get this explained/corrected and have not received any response.Desired Settlement: The dealership needs to correct the finance paperwork to the correct purchase price of 22,999, thus refunding the unexplained $800 either by cash refund or adjusting the financed amount.

Business

Response:

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

Thought they might be a good dealership? After we bought our car, it was all down hill. You are just a number to them. After the sale, they are done with you. Most people would be fired if they treated theirs customers like STF threated us!

Review: I recently went to San Tan Ford with my best friend of [redacted]. It was his first time buying a car from a dealership and he had asked me to help him. We went to go check out some vehicles and ended up choosing a used for fusion 2013. The sales man by the name of [redacted] was with us but we couldn't come to a conclusion on the monthly payment. So he went to get his Manager named [redacted]. The guy came out just rude. He tried to explain things to us and when we asked questions like, "Ok, it's great but what is the selling price going to be?" He responded with, "It doesn't matter because there's no prepayment penalty." He kept trying to tell us the same thing over and over. Finally, I told my friend that we should just go get something to eat and then maybe head out to another dealership. The Manager [redacted] looks at us both and says, " Well it looks like you can't make a decision for your self with out your friend here." I looked at him and said, "Dude your an [redacted] We started to walk out the door and [redacted] says, "You know what, get the [redacted] out of here, you [redacted] We don't need your sales. Get the ** out of here!" I looked at him and said really? He says yeah really. The sales guy couldn't believe what was happening and just started to look down to the floor shaking his head in disguest. we ended up going with another dealership buying a new car. There, I ended up chatting with another guy who says he was called an [redacted] by the sales manager and same thing basically happened to him.Desired Settlement: I want the owners to look into this situation! This is totally uncalled for! Sales people does not have the right to call anyone any names just because the consumers have questions. I want a real reparation of this situation. The guy and the store should be sued!

Business

Response:

Mr. [redacted] accompanied one of his friends to purchase a vehicle from San Tan Ford on 10/04/2013.His friend had called his sales professional that had been working with him and they finally came to an agreement on sales price and payment on the second visit to the store. Mr. [redacted] expressed his thoughts about interest rate and felt that his friend could have received a better interest rate. As a dealer, we never want to overpromise something to a client and under deliver when we are unable to obtain what we said we would. If we would have promised a lower rate and we knew we would not be able to obtain from a bank it would be a poor decision on our end. This has actually happened in the past when we make a decision based on credit and we are unable to secure a loan with a bank. At that point we have to deliver the bad news to the client and it is not a good situation. Our potential client could have received a better rate with someone that he banks with or with a bank that he has done business with in the past and has kept a great relationship with. I have a voicemail from Mr. [redacted] on the owners phone where he states the situation but also states that he called our employee a couple of choice words himself to start off this unpleasant ending. He kept calling the employee a [redacted], when our employee was trying to explain to them that he could not get them a better rate or even a better price on the vehicle and figure out what else was holding the client back from making a decision. The name calling started with Mr. [redacted] when they decided to leave, this is when our employee used a choice word that was unprofessional not tolerated by our institution. For that we do apologize. This was addressed moments after it happened by our Sales Manager. He addressed it because it is not something that will be tolerated by our institution. As a business we do not want to be defined by the poor actions of an employee. We also do not tolerate any abusive, demeaning or belittling behavior from any client towards any of our employees. What our employee should have done was let our potential client and Mr. [redacted] know that it would probably be best to part ways because we are unable to come to an amicable decision.Although there were several people that heard what was going on both parties were in the wrong. Mr. [redacted] has placed some reviews on social review sites and has stated what we have done wrong. He has not stated what his part in this was and what he that was incorrect, by not doing so would be constituted as defamation of character.If you have anything further please feel free to contact us.

Consumer

Response:

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.

To Whom It May Concern,

Review: I recently purchased a 5th wheel RV that I have not acquired or towed to this point. I have a Ford F150 with the maximum towing capacity package. I purchased it, with this tow package, from San Tan Ford in November 2009 with the thought that one day I might purchase an RV as I am now. The 5th wheel and truck are compatible, but the limits are close. In the back of my mind, I couldn’t help but think that I should consider a new Ford F250 for peace of mind in towing the RV.

I went into San Tan Ford on Saturday, August 10th, to shop. On August 12th, I agreed upon a vehicle that was at another dealership, for serious consideration for purchase. To show customer seriousness, they requested a $500 check to bring the F250 to San Tan Ford property. It was promised to me that the $500 check would not be cashed, and would be returned to me if this was not the vehicle for me. I inspected the vehicle on the 14th, and told the dealership I would notify them on Saturday the 17th of my intent.

After deliberation, I found it in my best interest to try my current vehicle, the F150, to tow my RV. On Saturday the 17th, I notified San Tan Ford that I was not going to purchase the vehicle they had transferred for me. I indicated my reasoning, and indicated that I would come pick up my check.

On Friday, before giving them my decision, San Tan Ford cashed my check. On Monday, the 19th, I went back to the dealership to collect $500, expecting them to cut me a company check. I attempted twice, once in the morning and once in the afternoon. In the morning, I was told to come back because the salesman I was working with was not on the property at the time. In the afternoon when I returned, I was met by a manager who informed me that I was not getting my money back. He insisted that the $500 was a deposit and was non-refundable. After explaining to him that the funds were never indicated as non-refundable, and telling him what I was told when agreeing to the vehicle transfer, he still made it clear that I was not going to receive my money.

So here I am, filing a complaint. I, too, am a member of Revdex.com. I know that this does not follow the codes of business practice of a registered Revdex.com company, particularly one that has an A rating. This interaction and action by San Tan Ford violates code 3 (Tell the Truth), code 4 (Be Transparent), code 5 (Honor Promises), and code 8 (Embody Integrity). This a failure by San Tan Ford to honor an agreement. At this point, I feel I've been lied to and stolen from.Desired Settlement: I request a refund of my $500 or serious consideration by the Revdex.com of Central, Northern, and Western Arizona to reduce San Tan Ford's Revdex.com grade to one I think that this kind of transaction represents.

Business

Response:

Mr. [redacted] did in fact come in to purchase a Ford F250 Superduty. After looking at several trucks on our lot on three separate occasions, he decided that he would purchase if we found the right truck for him. When we searched inventories of other dealers, we found the one he was happy with. In order for us to obtain the vehicle we would need to trade it out of another dealers inventory. San Tan ford policy for a dealer trade is the consumer has to have been through our finance department in order to do so. San Tan Ford implemented this policy because the dealer incurs many costs for a dealer trade. Any dealer loses out on dealer money from Ford after doing the dealer trade transaction. Depending on the type of vehicle, this amount can vary from $500 to $1500 each time. When Mr. [redacted] was serious enough to ask us to dealer trade this vehicle, he had not been through finance, we took his word at face value to continue with the contract. We decided that Mr. [redacted] was a returning client and not have him sign the non refundable deposit form. San Tan Ford has incurred the cost for this dealer trade because Mr. [redacted] did not follow through on his commitment. The $500 check deposit that Mr. [redacted] gave to us was submitted to the bank.

This deposit which is defined in a dictionary as 1. a sum of money placed or kept in a bank account, the balance paid later 2. a sum payable as a first installment on the purchase of something or as a pledge for a contract, the balance being payable later. Any reputable business who takes a deposit on anything that they are selling for retail will deposit this into a bank account.

San Tan Ford company policy states that we need to wait 10 business days to refund any monies that are deposited with a check. On 8/27/2013 the 10 business days will have come to fruition and we will be issuing a check for Mr. [redacted] and mailed to the address on the complaint.

Consumer

Response:

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,

I was very disappointed in the service that was never done at San Tan Ford. I had an appointment for service on a vehicle I had purchased there. First when I entered the service area I spoke with [redacted] He seemed displeased to have to deal with me and said I was assigned to [redacted] and she was late returning from lunch. He then processed my service request, a simple oil change, and I. Went to the waiting area. After 45 minutes my vehicle was moved but not taken in for service. I then went back by the service writers and overheard another customer ask to speak with the service manager. He was immediately taken to [redacted], I heard [redacted] call him by name. At 70 minutes after my scheduled appointment time my vehicle was not in for service so I asked [redacted] to speak with the service manager and was told she was not in. I asked for someone in charge and was told they were in a meeting. I then left. I removed the plastic service cover from the drivers seat and went to throw it away when I I was approached by [redacted], [redacted] and another employee in a manner I took as a little threatening. [redacted] asked if I wanted a manager to call me but I said it was useless at this point and left the dealership. I tried to call and speak to a manager twice without getting anyone to speak with.
I will never give this dealership any of my business again. I felt that I had been lied to and that my simple service, on a vehicle purcschased there, was not imporant to them in any way. I would rather pay for service at a another business that to have my time wasted by San Tan Ford.

Review: On Friday, July 3rd, I went to San Tan Ford to purchase a Ford Fusion. I was already approved by my Bank, [redacted] FOR $25,000. My Bank was having an Event there for a 4th of July Special. I was informed by the Sales Person that with my trade, 2013 Kia Optima which I owed, I could not buy a 2015 Ford Fusion. Then the Sales person asked if they can pull my credit, I stated No, my bank already did that. They asked me to fill out a 5 liner to verify that I am who I say I am. Per my Bank Rep [redacted] it's ok, to do so. Then a few minutes later the Sales person told me I don't qualify for the 2015 Ford Fusion, but I do qualify for a 2015 Ford Escape paying my Kia $11000. And 2nd lien of $2000. The remaining balance of $2,010 would be adjusted into my new loan. I agreed but I had other plans that day so I told the sales person I would come back Saturday, July 4th to sign the deal. He then told the new sales person to take over, Saturday. So I came in Saturday, July 4th to negotiate for a lower amount on my monthly payment which was worked out, but another sales person I asked for a bottle water and he replied, let me find out by your Bank see if it's ok to do so, I was not happy with that comment he made so when it came to signing for the vehicle I noticed my 2nd Lien amount was not in the invoice, the finance person was upset with me I didn't like that either. He tried to explain but I was being mislead. Turns out San Tan Ford did not want my Bank to know of my 2nd lien, which I told him ([redacted]) I want them to know, which he finally told my Banker, [redacted]. She asked me if I had a lien, I told her yes. She then ask me for the details as they were not aware of it, but that they would pay it off. I felt uncomfortable with the bad Customer Service there and decided I should shop at [redacted] Ford instead and went over there when I left San Tan Ford, since it was late I decided to go to [redacted] Sunday, July 5th. When [redacted] pulled my credit that's when I noticed my credit was pulled from San Tan Ford without my permission and [redacted]. When I asked, my banker, [redacted] if I could buy the same Ford Escape at [redacted] Ford she said, No, only at San Tan for the special rate they gave me over there. Otherwise I would pay more. So on Monday, July 6th I called San Tan to go ahead and buy the Ford Escape the salesperson, finance person and customer relations person, [redacted], stated there were too many discrepancies and that they had a meeting with my banker earlier in the morning so I could not buy the Escape. I asked her what discrepancies? We went over them and I was ok to buy. So I came in to buy it that day and I forgot to get my teddy bear which they claim no one saw a Teddy bear. Lie. I spoke to [redacted] on Friday, August 14th but to no resolution of my teddy bear or an apology. Both my banker and San Tan violated my pulling of my credit. They had me sign the 5 liner on the 4th of July, but San Tan pullwd pullled my credit on the 3rd.Desired Settlement: Clear the inquiry on my credit bureau, an apology, and better customer service.

Business

Response:

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

Consumer

Response:

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.

Review: I had my 07 Ford 550 in service twice in the past 18 months for injector repairs as determined by the dealership and the service department. I had the repairs done and paid for the services.I later again developed a recent problem with the truck, returned to SanTan who determined it was more injector problems. This puzzled me because 90% of the injectors were replaced by SanTan why would I have failure? I sought out an certified mech to test my truck. He determined that my #8 injector was leaking fuel but also noted that a fuel pressure regulator update by ford was not installed in my truck but was charged to me buy Santan ford on the service invoice.The update was to ensure fuel pressure was achieved to all cyclinders. I feel strongly that this is why my injector failed.I went to talk to my service rep at ford to show him the parts removed from my truck were not correct one they had charged me for and that I wanted to be refunded the parts cost 84.00 for the update kit, 280.00 for an injector and the labor. [redacted] the service manager at Santan offered me a gift certificate for 85.00 in the parts store. Not acceptable to me. I was frauded, charged for parts and service never recieved that resulted in me paying twice to have my truck properly repaired( note the mechanic that worked on my truck is no longer employed at Santan...really?)My request is a fair oneDesired Settlement: 84.00 update kit

280.00 injector

200.00 mechanics labor

total 564.00

Business

Response:

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.

Review: We have lost count after bringing the 2011 ford focus back to san tan ford for AC repair issues.

So far, we have brought it back 7 times since the start of the issue. We told Ford we needed this fixed, my wife was getting sick because the ac was not cold enough like other cars. Ford said it was fine and we still brought it back. We had it checked out through a friends ac shop and found that it was not blowing at 60 degrees which is standard to a functional ac unit, ford say its 80 degrees or 20 below the ambient temperature outside. This is unacceptable. Along with this issue, there is a transmission issue which feels like gears are slipping or transmission or motor mounts are bad. Last week the gas cap light came on and the car would not red line on idle anymore and when you started the car with the gas down, the car would keep starting which it never did before either. This was demonstrated to the ford service representative which also agreed he never saw before and agreed was an issue. He then left a message today that after all that, Ford couldn’t find an issue.

During these problems, we filed a complaint with corporate level of ford and received several phone calls and a letter of how they contacted us yet couldn't contact us. We returned his or her calls many times without a call back from ford. This is also unacceptable since ford advertizes daily how customer satisfaction is number one for ford. Since all have happened ford seem eager to offer us a $50 dollar amount difference on our car payment if we get another ford. Since our warranty is running it seem odd that ford would rather give us another vehicle rather than fix this one. This also leads us to believe that the ac unit in the 2011 ford focus was never engineered correctly or designed to be efficient and is a hidden failure that ford wants kept underscored. We speculation this due to the drastic design change from the 2011 up to the 2114 ford focus. Despite this speculation, we cannot drive a vehicle in [redacted] weather were it gets 118 degrees on a ac unit that produces 80 degrees at best. Especially compared to any other vehicle and our older car which the ac works fine.Desired Settlement: We want are 2011 ford focus fixed or replaced with a ford focus that works correctly or complete refund from ford.

We also want ford to provide and pay for loaner car or rental, we have had the cars in at ford for a week or more only to get stuck with the rental bill or ford has not provided a rental.

Ford has also never reimburse us for past rentals.

Business

Response:

San Tan Ford's committment to the customer is to honor the new vehicle warranty and repair any defect in parts or workmanship. San Tan Ford will make every attempt to duplicate the customer's concern and repair the vehicle. Mr. [redacted]'s vehicle is currenlty in our Service Department. Ford's new vehicle limited warranty does not provide rental coverage; however, as a goodwill gesture, at San Tan Ford's expense, we have placed Mr. [redacted]s in a courtesy rental vehicle.

I have come here 4 times now. #1 was to get a part in my dash board looked at and to get it ordered. #2 was to get that part fixed, well I came in and sat for 2 HOURS for them to tell me that they lost the part. #3 was to come get it fixed once again and the get my transmission looked at because it was acting up. I picked up my car and no one even looked at my transmission. #4 I came back the following week to leave it over night and get the transmission a diagnosis and nothing happened!!! No one even looked at it. I have left my car there now 2 times over night for 2 days each and nothing has even been checked!!! I am now going to [redacted] Ford and I took my car in this morning and they diagnosed it and fixed it all in 4 hours for me. Amazing!!! I called to talk to the San Tan Ford manager and he was unbelievably rude to me and was being very smart with me on the phone about going to [redacted] Ford! Will not go to San Tan or recommend it!

San Tan Ford recommended replacement of components stating they're leaking when, after personal inspection, they were found not to be. Consequently, the service representative altered the "leaking" diagnosis to "seeping" which he stated as normal. No "seepage" appeared to be present on any of the four removed components when personally inspected again after replacement. Still requiring my $100 deductible from my extended warranty and not allowing me to keep the removed parts (after first agreeing to the previous day), it was impossible to get any story or reason from the Ford Representative on why they recommended replacement. I found them to be deceitful and lacking integrity.

Review: I discussed a lease with [redacted] and another man on a particular Ford Focus Electric vehicle San Tan had on their lot. When I got there the lease price went up considerably and then they claimed they didn't have the vehicle they said they would lease to me even though I saw and was shown the vehicle outside. It was bait and switch and I have the text messages.Desired Settlement: Lease the Ford Focus Electric as they claimed they could.

Business

Response:

Mr. [redacted] did in fact discuss a lease on a Ford Focus with one of our sales professionals. Upon arrival he was given the numbers on the vehicle which was $278 plus tax on the lease payment. This was with $2028 down and miles allowed was 10500. Mr. [redacted] advised [redacted] that he wanted 12000 miles for the same price as the 10500 miles. This was not possible on our end. The 1500 mile difference at .15 - .20 cents a mile adds up. I would be more than happy to go over the numbers with Mr. [redacted], our apologies the our sales professional is not in the finance department and could not go over certain financial details, in other words that is not his expertise nor mine.

If Mr. [redacted] would like to come down and meet with me at a date and time of his convenience, I will arrange it so that I have a finance manager available to him.

We look forward to your response.

Sincerely,

San Tan Ford

Consumer

Response:

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.

San Tan has acknowledged that they asked $278 + tax once I got there which, since they also stated 12,000 miles was not possible, was the price that switched from the TOTAL of about $260 on a car they had on their lot. San Tan salesman BAITED and SWITCHED by increasing the original total lease monthly payment and then when asked why we couldn't go back to the $230 Ford lease deal we had discussed, he claimed he didn't have that car. Once I realized he had baited and switched and didn't even want to lease the vehicle we had been discussing for the amounts we had been discussing, I was astonished and left.

San Tan has NOT ADDRESSED ANYTHING other than to CLAIM that they were charging extra for the mileage I asked about but if that's the case then they were adding a charge for over 5700 miles, at the 10 cent rate that I was given by other salesman previously, while only adding 1500 miles to the lease. I do not REQUIRE 12000 miles because the rate I was given before of 10 cents per mile is reasonable. The mileage was never discussed as a reason for not leasing the vehicle they had on their lot that apparently disappeared once we started talking numbers. According to Ford's inventory system, last time I looked they still had that vehicle! Below are more details.

If San Tan truly wants to resolve this issue then they should lease the vehicle we discussed at the Ford lease deal price plus "approximately 12%" totaling "$257.60" and forget the 12,000 mile claimed complication.

Regards,

Classic Bait-and-Switch!

Ridiculous how a $260 lease payment total can become $278 + tax and then a car can vanish into thin air! Salesman claimed "$230 on the add plus tax tag title license and fees that total approximately 12%" (or $257.60). That became "$278 + tax" etc. and that later became we "don't have that" car. San Tan Ford claimed in a Revdex.com complaint response that the cost difference was because I asked for 12000 miles. That means they were trying to charge nearly four times the 10 cents per mile they originally claimed they would charge for extra miles, or at .10 they were going to charge me for 5,760 miles and give me 1,500. Such a deal! They didn't even address the complaint about not having the car for the Ford lease deal they offered. I saw and touched the car!

Below is the text conversation with [redacted]. There were a couple more comments at the end I didn't include but it was just that I would come down at about 6 and he would "have (the car) out and ready". I went to San Tan expecting to lease the Ford Focus Electric I had been looking at a couple times for a price that was agreed on with only a few dollars variation possible either way.

When I showed up, the car was outside and [redacted] showed it to me. We discussed a few things but when it came time to get a price on the lease everything changed from the text messages. The price was $278 which was 21% more than the $230 price not 12% and later there was a claim that I could lease the car at $267 + tax etc.. I asked what happened to the $230 deal I had inquired about repeatedly and the guy that was working with [redacted] said that the deal was on another car that he didn't have. I asked what was different about that car than the car we had been discussing and he claimed it had different options. I made it clear that I knew the only option on a Ford Focus Electric is leather seats and the only car that we had been discussing and they made ready for me had leather seats just like I asked for. He eventually said about the $230 lease deal that he didn't have that car so I said "We're done here." and walked out.

THAT IS BAIT AND SWITCH!!!

San Tan Text Messages:

[redacted]: Morning [redacted], I am going into a training session for about 45 min. We have the frost focus and is that the one you want? If so I am going to my desk and verify the lease numbers of the internet special we discussed last night. Please confirm that that is what you want to do. Thanks [redacted]

Me: Focus Electric Ice Storm color with leather.

[redacted]: [redacted], I talked to my sales manager and on the frost focus and the internet special, your payments will be approximately $260. When would you like to come down?

Me: 12k miles and 2k down correct?

[redacted]: 10500 miles and $2028. Is that what you saw on the special? Also, print any literature you have. [redacted]

Also, it is 36 months

Me: Yes but I want 12000 miles for the same price.

[redacted]: I will ask the desk manager, when can you be here?

Me: What is the payment breakdown?

[redacted]: It is the $230 on the add plus tax tag title license and fees that total approximately 12%

Me: What are those amounts?

[redacted]: The exact amounts are exclusive to each deal total so I cannot give you exact breakdowns. It all totals 11.75% to 12% of msrp. You will get every line item explained to you when you are here. After we get all of your information, you will get exact numbers.

Business

Response:

Mr. [redacted] had a few conversations with a few of our employees, some not listed on attachment #1 where it states clearly that he was coming in to do a lease with #1k down for 36months around $270 a month. You can look at the conversations as they progressed and clearly states his intentions. The second document is the MSRP -Manufacturer Retail Suggested Price, every vehicle has one of their own, this was the one Mr. [redacted] wanted to lease. When Mr. [redacted] went on to Ford.com as presented in the third document (you can try it from your own computer) he must have picked the incorrect vehicle. As an example I picked out a vehicle with the MSRP of $39,200 in comparison to ours which is $41,049 (#2 document attached-a difference of $2209 which will bring up the price-ask ANY dealer) I came up with a payment of $262 a month, not including taxes and fees. Notice on the fourth page, the disclosure stats that this figure is starting or base MSRP and excludes any other fees. The fifth page states the rate of mileage in case a client goes over or requests more mileage. Our MSRP is a little over $41k therefore making his extra mileage $0.20 cents a mile.

When Mr. [redacted] stated to one of our sales professionals that he was on [redacted] and saw his estimates, our sales professional asked him to bring in any documentation that he had because the figures were relatively off on price. our sales professional figured we had missed something therefore Asking Mr. [redacted] to bring in corroboration. Obviously when he got here, the figures were completely off, so there was really no bait and switch. Mr. [redacted] had input the wrong vehicle.

It seems as though we have started and still ongoing on the wrong path and no matter what it states on [redacted] as attached in the documents, we here at San tan Ford feel that we will not be able to satisfy Mr. [redacted]s needs. There are 10 Ford Dealers in the valley and we encourage him to try any other one with the same type of vehicle.

If Mr. [redacted] has different proof other than what is shown on [redacted] please have him submit so that we may be able to send to FORD and dispute. At this time we feel this matter is closed.

Thank you, San Tan Ford

Consumer

Response:

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.

San Tan Ford is simply lying again.

I NEVER told any employee at San Tan Ford where I read about the deal I asked them for. In fact, I got it off another website and just simply asked San Tan if they knew of the deal and could do it to which the salesman responded that he could. San Tan is avoiding the issue again where they agreed to one thing on one vehicle and when I got there they showed me the vehicle and when I pressed for the deal they said they could do, the car magically was not available.

Here are the referenced websites:

and

To presuppose where I got my information is a bad trait and is indicative of someone trying to get themselves out of a bad situation they got themselves into. If San Tan had a problem with those lease numbers or had different information indicating the lease deal was not available at all, they could certainly have indicated so instead of agreeing that they could work with those numbers up to the point I, as a customer, walk into their establishment. By the way, this was my second attempt to get San Tan Ford to do the deal and it was the second time they said they could do it but it was the first time a salesman told me flat out that he didn't have the vehicle for the lease after I was shown the vehicle we had been discussing and had test driven on a prior date.

This is bait-and-switch and San Tan Ford is trying everything now to blame ME for their mistakes and behavior.

Regards,

Review: This dealership was very different because when I bought my car I had a great experience afterwards was when the trouble began. It was a great buying experience and they worked hard to gete into the car I chose. After I drove away all care was lost. Within 2 weeks of buying the car my check engine light came on then it went off. I called and they explained that it needed to be on to check it. It came on again about 2 weeks later, I took it to [redacted] for a code just incase it went off. I called back they said bring it in and well look into it. Well, they looked and said its rhe ERG valve assembly that needs to be replaced and itll be about 1000 dollars. I spoke with a few people including the two that sold me the car. They had explained that they only fix issues within 15 days of purchase. I went around and around with anyone who would answer their phone and all directed me to a manager where I probably left 4 messages over a week with no phone call back ever.the worst parr was that had rhey offered me an after market warrenty I would have axxepted and we would have been covered. But I feel that once it was a done deal their care was gone.Desired Settlement: I would like my ERG assembly replaced as they sold me a car implying it was in working order and was not.

Business

Response:

[redacted] did in fact purchase a pre owned vehicle from San Tan Ford. Every client whether they purchase new or used is offered a warranty to protect them. We at San Tan Ford have a 15 day warranty on pre owned vehicles, we call it the Buyers Guide. This warranty covers some major defects particularly for safety. We can imagine what [redacted] is going through because she did not purchase a warranty for her vehicle. As a show of good faith, San Tan Ford is willing to absorb $500 of the $1000 cost of repair as long as the work is done at our facility. If she would like the repair done elsewhere please advise as I will send over the information that is needed.

We look forward to your response and for the opportunity