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Schicker Ford of St. Louis

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Schicker Ford of St. Louis Reviews (56)

Thank you for the opportunity to respond to this customer concern. I checked our service records and I do not see a customer in the system with this name. I will assume that it is written under a different name. I will need further information to proceed. Thank you. [redacted]

Thank you for the opportunity to respond to this customer concern. We have not seen this vehicle since March 17, 2016. In order to diagnose a concern the customer may have, the vehicle will require an inspection to find what is causing his concern. However; there were suspension parts...

recommended on the last visit that were not replaced with us. If the customer has not replaced them at another facility, they will still need to be replaced.  We give all of our pre-owned customers a powertrain warranty that is good for 2 years or 150,000 miles which ever comes first. The suspension parts recommended are not powertrain related and the related costs would need to be covered by the customer. The customer was offered additional warranties at the time of purchase, but the warranties were declined by the customer.  Thank you again.[redacted]

Initial Business Response /* (1000, 7, 2015/07/27) */
[redacted] & [redacted] purchased our 2013 Ford Escape with VIN number ending in AXXXXX on 1/29/2015. That evening the couple did not have all required documentation for the lienholder. They were down to just 1 car and they worked serval miles...

apart. They promised to get the items we needed by the next day. We let them take the car that night. We trusted that they were people of their word, also it was the middle of winter and we didn't want either of them catching the bus to work if they could avoid it.
Several weeks later we still did not have what was needed finalize the loan. I received a call from the bank to review what was needed to fund this loan. They informed me that one of the items needed was proof of full coverage insurance. I replied to them that we had faxed that to them in the loan paper work. The member of the funding team called the insurance company. The insurance paper work the [redacted] provided us was NOT full coverage insurance (which is required by law). It was instead a quote for coverage. The insurance company informed the bank there was not an active policy in place that would protect the lien holder or McMahon Ford. The customer never paid for insurance the entire time they had the car. The decision was made to have our repo company pick up the 2013 Escape to protect all parties involved.
This decision was made in part because of the lack of response from Mrs. [redacted]. She would not return phone calls or text messages. Whenever we were able to get a hold of her, she would give us excuses as to why she didn't have the paperwork that she promised to get for over 3 weeks. When we would try to contact Mr. [redacted] he would refer us back to his wife. Then all of sudden their cell phones were disconnected
We had the car picked up from her place of employment not her home. Our company went to the home address on their credit application and the apartment was empty. A neighbor told them that the folks living there had just moved out. We did not have a forwarding home address for the [redacted]'s. The day the Escape was picked up, the forecast indicated freezing rain moving into the Saint Louis area. When the tow company picked up the Escape, Mrs. [redacted] ran outside and asked the crew what they were doing. When asked for her name she refused to give it. My repo driver also asked her for a valid insurance card. She did not have one nor could she call and have one faxed to us. My repo team had instructions from me to let her keep the car IF she had proof of insurance. She refused to provide that, so they towed the car to a secure location. My team also records video of every repo for the safety of the crew and to protect the parties who have hired them for the repo.
Mrs. [redacted]'s rude phone calls began immediately. I asked her for proof of insurance from the day they took possession. I advised her I would not charge a repo fee if she could provide proof. I also informed her she could take possession immediately as long I received the documents needed to get funded by the bank. I also informed her that she needed to make her 1st payment by demand of the bank. The [redacted]'s were now past due on their new auto loan. The lien holder would not fund the loan until the 1st payment was made. When I would not engage with her over the phone because of her yelling, screaming and derogatory personal statements. She began emailing me. She informed me that they did not have the money to start a new policy that day and make the first payment. Ultimately; she contacted her lien holder and made promise to pay for that upcoming Friday. After supplying the rest of the documents needed for the bank they took possession of the Escape a few hours later! Again; we never wanted to repo their vehicle. We just needed to secure information required to eliminate any liabilities for the customer, the lienholder, and the dealership.
The [redacted]'s have received 2 titles from McMahon Ford. One at the time of purchase and another after they misplaced it.

Thank you for the opportunity to respond to this customer concern.If a warranty part; ie the battery were found to be defective.Ford Motor Company would pay McMahon Ford for a battery, labor to diagnose and install and any related tow services.  We tested the battery and...

charging system. The battery is good, the alternator is defective. This customer had the vehicle towed to our dealership and requested that we perform a vehicle diagnostic to find why it would not run. Please review the attached paperwork. At that time the customer was advised that if the repair was not a covered repair the customer would be responsible for the diagnostic fee and the tow. As you can see on the attached, the customer signed in agreement.  We did what the customer requested and found the needed repair is not covered. The customer now owes for services requested. Thank you again for the opportunity to respond. Respectfully, [redacted]Fixed Operations DirectorSchicker Auto Group[redacted]

Mr. [redacted] purchased this vehicle from McMahon Ford in 2014. The vehicle came with a powertrain warranty (supplied by McMahon Ford) and Mr. [redacted] purchased an extended warranty as well. Mr. [redacted] did have a noise concern while he was still under warranty coverage period. At that...

time the technician could not duplicate any concern or unusual noise. 3855 miles later (current visit) Mr. [redacted] has a new concern "Wrench" light has come on. After diagnosing this new concern by trouble shooting the transmission codes now stored, the technician found the lead frame needs to be replaced. Unfortunately Mr. [redacted]'s extended warranty is expired. Considering St. Louis' driving conditions and weather; we recommend the transmission fluid be changed at 45,000 miles and then every 30,000 miles after that. The only time (prior to this visit) Mr. [redacted] came to the dealership for maintenance, we recommended the transmission fluid be exchanged.  Mr [redacted] declined to have the transmission serviced at that time. It has been 41,400 miles since Mr. [redacted] declined that service. The warranty Mr. [redacted] purchased is a very good warranty. They are very prompt in their warranty payments and do not ask us to discount our work. However, they do have an expiration date of coverage very similar to the manufacturer initial factory warranty.We would have been more than happy to repair Mr. [redacted]'s current concern of the Wrench light on while his vehicle was under warranty. Unfortunately he did not have that concern at that time.

Thank you for the opportunity to respond to this customer conern. McMahon Ford spent 800.00 on this vehicle last time it was in for repairs. We will be happy to inspect any concerns this customer is currently experiencing. Thank you again.

Thank you for sending this information. Unfortunately I do not remember the customer concern. Will you please resend that info to me so I can review the complaint.

Thank you for the opportunity to respond to this customer concern. On repair invoice #[redacted] line #2 replacement of front brake pads and resurfacing rotors was recommended by our Quick Lane service center. Customer declined to have the service performed at that time. We will not be offering any...

free service to this customer.Respectfully,[redacted]Service DirectorMcMahon Ford Line     Description                                  �... Hours          Rate            Exten1    Q99P QUICK LANE MULTI-POINT INSPECTION.     RECHECK AND SHOW CUSTOMER BRAKES     Pay Method           QL Internal                        Tech:       TSP     [redacted] 12/28/16                                  .00                      INCL     Correction: SERVICE MANAGER ROAD WITH CUSTOMER AND DIDNT HEAR                 ANY ABNORMAL NOISES TECH RECHECKED THE BRAKES                 FRONT BRAKES SHOW SIGNS OF WERE BUT ARE STILL UP                 TO SAFETY SPECS2    CDM CUSTOMER DECLINED MAINTENANCE     FRONTS BRAKES ARE @ 4MM     FRONT BRAKES AND RESURFACE ROTORS $199.10

Initial Business Response /* (1000, 11, 2015/09/23) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: service director
My name is [redacted]. I am the Service Director at McMahon Ford. I have not spoken to this customer and it does not appear the vehicle has been...

to our service department since it was purchased new. I left my cell number on her voice mail today. I am confident we will resolve her concern whatever it may be.

Thank you for the opportunity to respond to this customer's concern. This customer purchased a 3 for 1 coverage contract. Three For One coverage is a dent and ding paintless repair not a scratch repair.  Customer should have a copy of the contract in their paperwork.  Also all...

refunds on purchased warranties are prorated and a full refund wouldn’t have been an option.   The customer elected to use the refund to be applied to the lease to not have to pay the first lease payment due at signing.  I have spoken to Mr. [redacted] once or twice about this and he also was rude to the receptionist a time or two.   Anything else needed please let me know. [redacted] Finance Manager McMahon Ford.   The sales manager [redacted] stated he is willing to work with the customer on the scratches. The customer will need to come by the dealership and discuss this with Mr. Shanks personally.

Thank you for the opportunity to respond to this customer. We have this vehicle in our service department today. We will resolve this customer's concerns. thank you again. [redacted] Fixed Operations Director

Both rear door actuators were replaced and all concerns were resolved. If you have any additional concerns please call me at [redacted]. Sincerely[redacted]

Initial Business Response /* (1000, 6, 2016/02/29) */
Contact Name and Title: [redacted] SVC MGR
Contact Phone: XXX-XXX-XXXX
Contact Email: **@mcmahonford.com
This customer is partly correct. The vehicle did sit for some time on our lot, however it was not because of any delay related to...

McMahon Ford. The customer's 3rd party warranty company would not call us back for extended lengths of time. When the warranty company said they may cover the repair but tear down and inspection were required before authorization would be granted. At that time the customer declined to allow us to perform said tear down. Customer's vehicle is still not repaired because we do not have their authorization for tear down. Customer owes for initial diagnostic at this time. We have not billed for the countless amounts of time we actually have invested in this scenario.

Thank you for the opportunity to respond to this customer concern. This vehicle was purchased from us July 2016 with 127,710 miles on it. The vehicle came with a 30 day warranty because of the high mileage and age of the car. The customer did not purchase an extended warranty coverage policy....

 In December the customer stated some concerns were noticed. I am not sure of the mileage at that point. The customer was advised to bring the vehicle to the dealership so McMahon could perform diagnostics. The customer would be responsible for the cost of diagnostic since no warranty would be involved. We have not seen the vehicle back in the service department since.  Sometimes goodwill  adjustments can be made even on as-is purchase vehicles. However; the first step in any repair is to diagnose and find out what is causing the concern. I would suggest the customer schedule an appointment and come in to have this service performed.  [redacted]Service Director

I am sending you 4 docs.Doc 1 - signed buyers order on the numbers that were agreed upon between customers and salesman. This Clearly shows 15990 selling price, 2000 money down, 2000 trade allowance, 4354.46 payoff, 16501.96 amount financed.Doc 2 - DMS print out, this screen shows how the numbers...

printed out that were submitted to the bank, also these forms the customer gets a copy of, the dealer, and the bank.Doc 3 - Shows the amount financed of 13505.96 Doc 3 is important because the agreed amount (Doc 1) shows that the customer agreed on 16501.96. In order to get this deal/customer approved they had to put 2000 more physical cash down and we had to give them (3000) more for their trade in and still keep the price the same. In this scenario, the deal wouldn’t have made sense for us to do, which I know I clearly explained to the customer, because they were getting an amazing deal and even though it shows we charged them 2000 for a platinum (bumper to bumper) warranty, they were still financing the car for less than they originally agreed upon because we had to give them an additional 3000 for their trade in. Doc 4 - Mechanical repair service contract signed by customer and finance manager. This form clearly says in big letters at the top of the page "Mechanical repair service contract" -[redacted]

Thank you for the opportunity to respond to this concern. Customer's vehicle was here, repaired and is back in the customer's possession. All concerns should be resolved.Thank you.[redacted] Fixed Operations Director

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Address: 3300 S Kingshighway Blvd, Saint Louis, Missouri, United States, 63139-1102

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