Sanderson Ford Inc.

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 resolved
Regards,*** ***

Steve W*** recently retired from Sanderson FordMy name is Mark W*** and I am the *** General Manager at Sanderson Ford and I am responding to the customer's concernI have reviewed the situation and Sanderson Ford did nothing wrong hereMs*** was in a significant negative equity
position on her trade-in. She purchased a PHEV Fusion (Hybrid/electric) and financed the negative equity into the purchase priceThe value of her Fusion has been negatively impacted by falling gasoline prices and depreciation on *** vehicles is greatest in the first year of ownership (the Fusion was purchased on 3/18/2015)

We put the customer in a new car replacing the other one she had
bought
Customer is happy with the outcome
*** ***

Attached is my full complaintSanderson Ford states that they have done everything to try and fix the matter with me and I disgaree that they have notThe damages I would like at this time is $and is what they owe meIf this cannot be paid, will pursue forward to litagation.
Revdex.com Im asking that if this does not get resolved that this do remain onto Sandersons Ford file with Revdex.com of Arizona

We are sorry that Mr. [redacted] is dissatisfied with his service visit to our facility.  We performed maintenance services on Mr. [redacted]’s truck and did some repairs that were covered under his warranty.  We sympathized that Mr. [redacted] uses his truck for...

business purposes and since our rental vehicle provider, Enterprise Car Rental, does not allow towing with their vehicles, we waived Mr. [redacted]’s $100 warranty deductible to assist finding his own rental that would let him tow trailers.   If Mr. [redacted] had been charged a warranty deductible, it would have appeared under the miscellaneous charges on the repair order.  The only charges there are for the standard shop supply charges which we charge all customers.  These charges cover the cost of everything from protective seat covers and floormats as well as other needed supplies.  That charge for shop supplies is $20 in the miscellaneous charges column on his repair order.  Mr. [redacted] has the “Ford Certified Pre-Owned Powertrain Care” warranty on his vehicle. The air conditioner actuator is not covered by this warranty.  Mr. [redacted] was aware the part was not functioning properly before he brought the vehicle into us.  If he purchased another, non-Ford brand of extended warranty from [redacted] that would cover air conditioning components, we were not made aware of it.  At the time Mr. [redacted] brought his vehicle into us, there were no diagnostic codes stored in the vehicle control system.  Our tech could not duplicate his concern at the time.  We charged Mr. [redacted] an $89.95 diagnostic fee.  When our service manager attempted to speak with Mr. [redacted], the customer was verbally abusive and continued to use foul and offensive language so our service manager, after asking Mr. [redacted] several times to calmdown, decided to end the call.  We understand that an intermittent running problem can be difficult to diagnose.Mr. [redacted] requested a refund of the $89.95 diagnostic fee, which we are willing to refund and a refund of a $100 deductible which we are not willing to do as he was never charged for this.We will be happy to refund Mr. [redacted] his $89.95 diagnostic charge.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. They may mail the refund check to me: [redacted].
Regards,
[redacted]

We clearly stated our position. We have made numerous offers to Mr. [redacted] which have all been refused.  We do plan to take any further action.

Mr. Matthew V[redacted]
Lincoln Customer Viewpoint [redacted]6
Dear Mr. V[redacted],
My family and I have owned many Fords and Lincolns throughout the years and have purchased mostly new unless it was something that I desired for my car collection. I did however in July of this year purchase a Certified Pre-Owned MKZ Hybrid from Sanderson Lincoln on Bell Rd in Phoenix, AZ. During the test drive I noticed that the windows were not operating correctly and during the drive to finish the paperwork for an “out of state delivery” which happened in Blythe, CA, the porter that accompanied me noticed a very distinct rattle and couldn’t figure out where it was coming from. I brought this to the attention of Charles L[redacted], Service Advisor, and it was very apparent that he did not want to deal with any issues that involved me or my car, even though I had a “WE OWE” for the issues and I always had my 2012 MKZ serviced there whenever I was in town. I gave them the new car to fix the windows and rattles only to have it given back to me the following day unfixed and a “no problem found at this time” on the document. During all of this, I was told by Jim L[redacted], Sales Manager, that they would find another car and credit me back the full amount that I paid cash for and apply that to the replacement vehicle. I immediately alerted the tax office in my county in Texas that there probably would be a title and tax change and they said it would be no problem.
In the meantime, I kept taking the car back in every time the windows failed and complained about the rattling noises and they didn’t even right up a repair order.
They just took the car for a few minutes and then gave it back to me and the windows would work for another day or two. I finally went in and their lead technician was willing to ride with me to experience the rattling but was very rude and demanded that I turn off my dash camera before he would go with me. I obliged but was not happy about the way I was treated as it was demanded of me, not asked. One of the rattles which was in the headlining near the rear view mirror happened immediately before we even drove 20 feet. He told me that they would “just stuff some more insulation up there” to fix that. I left the car with them once more and said there was also a rattle coming from both “B-pillars” as well as another rattle that could not be identified. After several visits to Sanderson Lincoln begging them to get me out of this car as promised, I called Lincoln Concierge for help and when Sanderson found that out, I was called by Jim L[redacted] and told that I was no longer welcome at their dealership and that they don’t want to sell me another car or fix anything of mine in the future and that he never said they would get me into another vehicle to replace this one. (BTW, this is the same dealership that refused to sell me a new Lincoln Navigator back in 1999 and I ended up purchasing with cash, 4 of them from Covey Lincoln, that existed at that time. Believe me, I almost cried when they went out of business). I finally, with the help of Lincoln Concierge, got the car to a dealership, [redacted] Lincoln in Phoenix AZ, and they were able to not only fix the window issue which was actually a technical service bulletin in the “oasis” on my car by the VIN, as well as a notice on that same “oasis” for a fix for the reprogramming of the turn signals that were not operating correctly and cancelling prematurely and at times I couldn’t get them to shut off. They also identified the final rattle as a connector to the main touch control center on the center console and replaced the entire cluster under warranty. At my last/current visit to [redacted] Lincoln, they also acknowledged the obvious severe sagging in the rear of the car as it sat in the service drive ready for me to pick up. They are working on it as I write this letter to you.
Still, with as many issues as I’ve had with this particular car, I am a brand loyalist and also still have my 2012 MKZ (which everyone wants to buy from me and now I’d rather drive that than my newer MKZ that I just purchased).
I want you to know that Sanderson Lincoln does “spin” surveys that they deem will come back negatively on them and I’m sure that other dealerships do this as well, however, I do not believe with all my soul that they deserve the right to be a “Black Label” dealership as they cannot be trusted to both fix a car or show the courtesy that every Lincoln owner deserves. Lincoln Concierge did change my email back to where it is correct so that my correct email was in the system but I did not receive this survey until 11/10/16 and the expiration date to respond was September 28, 2016. I am so upset with the selling dealership and how rudely I was treated by Charles L[redacted], Ken (service mgr), and the sales management reneging on their offer to replace the car and that nothing was ever fixed by them and then told I was not welcome there any longer. I’ve even had my sales representative from Sanderson Lincoln call me to see where I finally was getting my car fixed so that he could use them as well because he was being given the “run around” by the service department at Sanderson Lincoln as well with his girlfriend’s MKX. If that doesn’t speak volumes…
I am also attaching a copy of the survey I finally received on November 10, 2016 that was dated August 29, 2016.
I truly hope that this letter finds its way to the proper “powers that be” so that this doesn’t happen to another Lincoln owner and drive them to another brand as I am now considering doing.

We always strive for customer satisfaction and we apologize that this customer is unhappy with the results of their vehicle repair.
The vehicle was towed in, not running. We were able, after testing the starting system to get it to fail.
We repaired the starting...

system and the customer was able to drive the vehicle. 
At the time we had the vehicle here, we did a courtesy multi point inspection.  The headlights worked just fine although the vehicle does need other repairs which the customer declined.
We offered for the customer to bring the vehicle back in and we would review the issues and our repair procedures.  The customer opted to take the vehicle somewhere else. 
We did not test the charging system which includes the alternator at the time the vehicle was here. 
Our repair fixed the starting problem and the customer was charged 2 hours labor to test the starting system until we were able to get the vehicle to not start and to repair the cable connection.
We feel our repair did address the no start & stall condition that the vehicle was towed in for. 
However, as a gesture of goodwill we would like to offer to refund half of the labor costs involved since the customer was inconvenienced by the charging system/alternator failure. It is possible the alternator failed due to the battery cable shorting out, we cannot know that.
We hope the customer will find our refund offer of $118.00 acceptable which reflects half of the labor costs on this repair.

We were unaware of any issues until we received multiple negative social media ratings/responses. It is important to note that Mr. [redacted] had owned the vehicle for seven months when we first started to see negative reviews on multiple social media  sites. From there we reached out to Mr....

[redacted] to better understand his concerns.  At that time we advised we would investigate his concerns with the submission of the loan. It is important to note that the loan source and terms were fully disclosed and agreed upon by Mr. [redacted] at the time of vehicle purchase and again, he waited seven months to voice his concerns. Mr. [redacted] stated that we were "untruthful" about the loan; which we dispute. Again, all terms were disclosed, agreed upon and signed by Mr. [redacted]. We did attempt, on numerous occasions to settle the issue with Mr. [redacted]. This included, reimbursement of interest rate difference, attempt to re-finance and a search for another used vehicle he was interested in at the time. Further, we offered to diagnose and repair two mechanical concerns with another vehicle he owned. We were clear that the two items we would address were an alignment and rear engine seal leak. Upon inspection, further repairs were needed including a turbocharger which were not agreed to as part of the initial agreement. We told him we would do what we promised (alignment and rear engine seal leak) and any other repairs would be at his expense. Mr. [redacted] refused our offer and said, "he would bury us with negative reviews."  We believe we have tried over and over again to reach a fair and equitable resolution. There is nothing more we can do at this time.

We put the customer in a new car replacing the other one she had...

bought.

Customer is happy with the outcome

Steve W[redacted] recently retired from Sanderson Ford. My name is Mark W[redacted] and I am the [redacted] General Manager at Sanderson Ford and I am responding to the customer's concern.
I have reviewed the situation and Sanderson Ford did nothing wrong here. Ms. [redacted] was in a significant negative equity...

position on her trade-in. She purchased a PHEV Fusion (Hybrid/electric) and financed the negative equity into the purchase price. The value of her Fusion has been negatively impacted by falling gasoline prices and depreciation on [redacted] vehicles is greatest in the first year of ownership (the Fusion was purchased on 3/18/2015).

We are sorry that Mr. [redacted] is dissatisfied with his service visit to our facility.  We performed maintenance services on Mr. [redacted]’s truck and did some repairs that were covered under his warranty.  We sympathized that Mr. [redacted] uses his truck for...

business purposes and since our rental vehicle provider, Enterprise Car Rental, does not allow towing with their vehicles, we waived Mr. [redacted]’s $100 warranty deductible to assist finding his own rental that would let him tow trailers.   If Mr. [redacted] had been charged a warranty deductible, it would have appeared under the miscellaneous charges on the repair order.  The only charges there are for the standard shop supply charges which we charge all customers.  These charges cover the cost of everything from protective seat covers and floormats as well as other needed supplies.  That charge for shop supplies is $20 in the miscellaneous charges column on his repair order.  Mr. [redacted] has the “Ford Certified Pre-Owned Powertrain Care” warranty on his vehicle. The air conditioner actuator is not covered by this warranty.  Mr. [redacted] was aware the part was not functioning properly before he brought the vehicle into us.  If he purchased another, non-Ford brand of extended warranty from [redacted] that would cover air conditioning components, we were not made aware of it.  At the time Mr. [redacted] brought his vehicle into us, there were no diagnostic codes stored in the vehicle control system.  Our tech could not duplicate his concern at the time.  We charged Mr. [redacted] an $89.95 diagnostic fee.  When our service manager attempted to speak with Mr. [redacted], the customer was verbally abusive and continued to use foul and offensive language so our service manager, after asking Mr. [redacted] several times to calmdown, decided to end the call.  We understand that an intermittent running problem can be difficult to diagnose.Mr. [redacted] requested a refund of the $89.95 diagnostic fee, which we are willing to refund and a refund of a $100 deductible which we are not willing to do as he was never charged for this.We will be happy to refund Mr. [redacted] his $89.95 diagnostic charge.

We always strive for customer satisfaction and we apologize that this customer is unhappy with the results of their vehicle repair.

The vehicle was towed in, not running. We were able, after testing the starting system to get it to fail.

We repaired the starting...

system and the customer was able to drive the vehicle. 

At the time we had the vehicle here, we did a courtesy multi point inspection.  The headlights worked just fine although the vehicle does need other repairs which the customer declined.

We offered for the customer to bring the vehicle back in and we would review the issues and our repair procedures.  The customer opted to take the vehicle somewhere else. 

We did not test the charging system which includes the alternator at the time the vehicle was here. 

Our repair fixed the starting problem and the customer was charged 2 hours labor to test the starting system until we were able to get the vehicle to not start and to repair the cable connection.

We feel our repair did address the no start & stall condition that the vehicle was towed in for. 

However, as a gesture of goodwill we would like to offer to refund half of the labor costs involved since the customer was inconvenienced by the charging system/alternator failure. It is possible the alternator failed due to the battery cable shorting out, we cannot know that.

We hope the customer will find our refund offer of $118.00 acceptable which reflects half of the labor costs on this repair.

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. They may mail the refund check to me: [redacted].

Regards,

We have invited the customer back to address her concerns. She will be at the dealership tomorrow - August 16.

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]

currently working with customer?