Serramonte Ford

On June 24th, [redacted] took delivery of a [redacted] Fwith [redacted] miles that was being serviced in our departmentThe technician failed to properly secure the front drivers side wheel which subsequently fell offWe immediately dispatched someone to pickup [redacted] and brought her and the vehicle back to Serramonte Ford for repairOnce we had provided [redacted] with a vehicle to drive and checked on her well being we proceeded to check on the vehicleIt was found the vehicle would need a wheel, tire and rotor to get back on the roadOnce we explained that to [redacted] and her mother, Diane they became very agitated and demanded to be given a brand new vehicle that had a price tag of over $ [redacted] more than the one they currently own at no additional cost or increase in there paymentWe have asked multiple time to repair her vehicle and she has denied us the opportunity to do soThe vehicle has been sitting unrepaired on our lot for over six weeks as we seek authorizationI have also offered to have the vehicle repaired at the repair shop of her choice and we have not received authorization on that eitherShe has chosen not to speak to our insurance company to get her medical claims paid or a rental vehicleAlthough [redacted] is entitled to only the repair of her vehicle and medical expenses, we have additionally offered [redacted] options to sell us her vehicle, have the vehicle repaired or get her into a similar vehicle with cash considerations which she has also deniedWe are deeply saddened by this accident and the inconvenience it has created for the [redacted] family but we have not been able to move forward toward resolution because [redacted] is asking for more than which she is entitled to and is refusing repair on her vehicle

Initial Business Response / [redacted] (1000, 5, 2014/10/09) */ We are disappointed that Mr [redacted] recieved an unsatisfactory experience which is the last impression we want to leave on a local customer but as explained to Mr [redacted] , as soon as the dealership was made aware of the glitch in our feed we manually changed the price on this vehicleIn fact he was notified immediately that this price was published in error and he increased his offerWhile we appreciate the willingness to pay more than the mistake price it still was not enough to cover our cost on this vehicleI attached the vehicle detail page which discloses clearly on our website *While every reasonable effort is made to ensure the accuracy of this information, we are not responsible for any errors or omissions contained on the pagesPlease verify any information in question with Serramonte Ford." I have also attached a vehicle log from our inventory management system which maps out date/time of the price changesThe automated process which is controlled by our slave website was creating the glitchThe vehicle is clearly marked on my website and on the vehicle today at $26,In fact all of our pre-owned vehicles have a matching internet and windshield sticker price in an effort to display transparent business practicesThis was new inventory and a feed issue without malicious intent Thank You

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] : Response to Sohail Tobar’s Letter Complaint # [redacted] On June 23, ***, my daughter was told by Serramonte Ford that her truck is fixed and ready for pick up in the morningMy daughter [redacted] went to pick up her truck the following morning on June 24thThe mechanic rotated [redacted] ’s tires and didn’t tighten them properlyAs she was driving home east bound on highway 92, her front left drivers side tire flew off her truck as she was going downhill on a curve at MPHThe tire just missed her front window and flew over the barrier on the highwayShe called Serramonte Ford several times, until finally someone finally answered – eventually they sent out a tow truck and so did one of the managers from the Operations Service DepartmentMy daughter told them not to touch her truck for nowAs stated in Sohail Tobar’s letter – they immediately brought the truck back for repairNo one told them we wanted it repaired – [redacted] told them to simply not touch it that Friday morningI ( [redacted] ) called the next morning on Saturday June 25, ***, and I had told the service manager and others that answered the phone, that I do not want my truck touched until further noticeThey informed me ( [redacted] ) that they had already removed the rotor yesterdayI told them “you didn’t have my permission to touch my truck.” Serramonte cut my bent bolts and removed my rotorI told them “you need my written permission to work on my truck.” Their response was “oh, sorry.” Yes, my truck has been sitting for weeks at Serramonte Ford because Sohail Tobar (General Manager) has been unfair with his offers – all his offers are all pretty much the same offers with a play on wordsBasically in a nut shell he wants to give me back stuff that is already mine to begin withSuch as my cancelled warranty, and my cancelled GAP insuranceThen he offered 0% interest on the next vehicle loan for months – which may I add is the standard sale going on right now with Ford for the [redacted] model closeout sale in order to make room for the [redacted] modelsI told Sohail I am not going through an insurance company because I will then have to take back this truck that has been in a major accidentI don’t want this truck back because I was told by a truck inspector and several other mechanics that this truck can have major problems down the road after a major accident like [redacted] ’s [redacted] ’s truck dropped straight down at MPH on that highway in commute trafficIt fell so hard that the truck dug through the asphalt about inches deep for a good distance (after she was able to grab control of the truck) and finally came to a stop eventually (with the truck stuck in the asphalt.) This accident could have killed my daughter! Sohail has shown no remorse about the danger he and his people had put my daughter in that morning and still to this point in timeHis sorry’s are without empathyIt seems like it is all about corporate and looking good with headquartersI never became agitated as Sohail stated in his letter [redacted] was crying because of how her truck is now wrecked along with explaining to Sohail the personal connection she had to the truck (as her late father had a work truck similar to it and it made her feel close to him – who passed months before we bought this truck)Sohail again showed no empathyAlso, instead of resolving this in an honest way, he keeps offering nothing but what is already our moneyThe problem is he owes us our car payments back which is approximately $ [redacted] + my down payment of $ [redacted] along with my GAP insurance and warrantySohail is exaggerating when he stated I demanded a truck and that I demanded one that is $ [redacted] moreMy truck was sold to me at the MSRP price and was way over priced from doing some researchThis information could be found on Kelly Blue Book and Edmunds when comparing the information to her truckI have papers to prove itThe truck my daughter wanted in place of hers was $ [redacted] MSRP sticker priceMy daughter and I bought our truck for just over $ [redacted] The truck Sohail was offering to sell [redacted] is valued at $ [redacted] according to Edmunds and Kelly Blue BookI have told this to Sohail and he refuses to believe what I tell himI have my contract and my MSRP sticker from our purchase on the [redacted] truckIt shows we over paid for our truck by a lot of moneyThe truck [redacted] wants is not $ [redacted] as Sohail saidIt is only $ [redacted] again according to Kelly Blue Book and EdmundsAll I ask is for Sohail to sell [redacted] a truck for the right price and to transfer our payments and down payment – making each penny put into her truck rolled over into a new oneThis only seems fair and the honest thing too due by the customer as her life could have ended that day since Serramonte Ford’s mechanic was negligent by wrecking her new truckWe deserve to be treated with respect and to be given what we have already paidBelow is what we have already paid for, want back and would like: • Our $ [redacted] down payment • Our payments that add up too over $ [redacted] • Cancelled warranty insurance • GAP insurance • TAX and License fees • Medical bills to be covered due to accident • Lost wages from work for both jobs • Car rental – (he refused to place her in a car once the loaner truck was forced to be given back) • Gas compensation that was promised to her while driving the loaner truck • Refunded for the work she had completed on the truck on the 23rd Above is all the money we have spent, and money we would like back – this way we can go purchase a truck somewhere else with a more reputable dealer [redacted] Complaint # [redacted]

[redacted] is a valued customer at Serramonte Ford [redacted] purchased a [redacted] new in August 9, After a second repair for minor issues and over years later [redacted] expressed interest in “giving back” her vehicleShe had received a lemon law notice and wanted to know how to get money for owning a vehicle which may or may not have an issueShe was told in August that giving back the vehicle was not an option but she was given Ford’s customer service hotline number so she can get more informationAt that time she received numbers on a trawhich she declined at the time because she did not want negative equityShe was offered a *** for similar payments but declined to do so In October she returned with her grandson to buy a [redacted] She had contact with multiple managers and other employees while her grandson engaged in conversation over the numbers being presentedShe test drove, chose colors, negotiated numbers with guidance from her grandson and answered ID verification questionsFinally after signing all of her documentation which included nearly signatures, the salesperson accompanied both [redacted] and her grandson back to her home to collect insurance information which was copied at her home A few days later [redacted] was back with her granddaughter who asked for her down payment of $which was not possible since that was money she put down to lower her paymentIn conclusion, her previous vehicle could not have had preexisting conditions since it was purchased newThe optional *** package mirrored her previous coverage which she signed multiple acknowledgements forLastly, the vehicle was sold for the online price which was below our cost at the time and she received the best available interest rate [redacted] is more than welcome to contact me and we would gladly cancel any optional coverage she likesHer loan principal would lower but the payment would not however the number of payments would go down [redacted] is a valued customer and we are still willing to engage in discussion as long as no one is distorting facts to create a narrative

Complaint: [redacted] I am rejecting this response because: To clarify again, I was not followed or given a ride to my home by any salesperson for my insurance informationI was assisted by my granddaughter who emailed the information to my insurance agent personally the day afterYour company knew I had an issue with the vehicle as I brought it for service three times in two years, as your records can prove these mechanical issuesAlso, I was only provided the steps to make a claim and suggested the terms of the lemon law but never received any phone numbers to speak with the manufacture directlyI plan on contacting *** to remove the warranty coverage as soon as possibleI would like for my monthly payment to decrease with the adverted value that I saw online for $20,including the incentives I receivedMy monthly payment objective was not considered; I pay $more a monthAs a customer, I took a large loss on the previous vehicle and I do not believe it’s fair that I must continue paying for it in my monthly paymentI believe that its only right for your company to assist me fairly, I’ve been a loyal customer for yearsSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ CUSTOMER RELATIONS MANAGER CALLED AT 10:AM 01/26/IN HOPES TO REACH OUT TO CUSTOMERAFTER INTRODUCING MYSELF, CUSTOMER SAID "GOODBYE" AND HUNG UPWOULD HAVE LOVED TO HAVE AN OPPORTUNITY TO SPEAK WITH CUSTOMER REGARDING EXPERIENCE SERVICE MANAGERS HAD SPOKEN TO CUSTOMER ON PREVIOUS OCCASIONS REGARDING BACK ORDER STATUS OF PARTI WANTED A CHANCE TO SPEAK TO CUSTOMER MYSELF, BUT CUSTOMER WILLINGLY HUNG UP, DID NOT WANT TO SPEAK Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Serramonte Ford had twenty days to call me, and talk to me when my vehicle was in their shop, they chose not to, but instead wanted me to call themI was the one being inconvenienced and made to waitToo little, too lateHad they called me to discuss my displeasure with their service department I would have been more then happy to speak with themThe only reason they are reaching out to me now is because I have complained to several organizations that deal with poor business practices that they finally woke up and decided to call me instead of me calling themThe customer relations manager is now making it appear that they are NOW concerned about how I was treated, where were they when my vehicle was in their shop? End of story, their dealership will never receive one word of praise from me, and I am never setting a foot on their lot again even if I had to tow my vehicle miles for serviceIf this is Serramontes position on how to treat customers I'm amazed they are still in business Final Business Response / [redacted] (4000, 9, 2016/01/28) */ CUSTOMER RELATIONS MANAGER CALLED CUSTOMER AT AM ON 1/28/- LEFT VOICEMAILIN THE VOICEMAIL I EXPLAINED THAT MY ROLE HERE IS TO REACH OUT TO OUR CUSTOMERS TO SEE HOW WE CAN IMPROVE IN THE FUTUREALSO, AS SOON AS THIS CONCERN WAS BROUGHT TO MY ATTENTION VIA Revdex.com, I WANTED TO REACH OUT RIGHT AWAY TO THE CUSTOMER BECAUSE WE DO CARE AND I DO WANT TO MAKE AN EFFORT TO MAKE THINGS RIGHTI PROVIDED THE CUSTOMER WITH MY DIRECT LINE HERE AT THE DEALERSHIP AND ASKED FOR AN OPPORTUNITY TO SPEAKI UNDERSTAND HE IS ANGRY, BUT AT HIS CONVENIENCE TO GIVE ME A CALL IN HOPES OF IMPROVING IN THE FUTURE

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Sales rep, management and finance department reps have been trying to contact customer for weeks - she never returned callsToday, we got a hold of customerOur Finance Director contacted customer 8/We will take care of one (1) Brake Pad replacement at no charge; He advised her that although she does not have the Elite coverage entitling her to one replacement set, we are doing it as a goodwill gestureHe also told her that moving forward there would not be any Elite entitlements, and she would have to then decide if she wishes to cancel her policy She will not be billed for brake pad replacement Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please note that sales team was contacting me at an incorrect phone numberThe unreturned messages is a flat out lie by the company I will accept the break pad replacement offer by the general manager

Complaint: [redacted] I am rejecting this response because: most of the comments calmed were fasleMy grandson is a minior so no discussion took place I was not given a ride home for my insurance information and I don’t own a copierI didn’t give a down payment of $The price was much lower online than the amount of the vehicle I receivedI was not explained the proper terms and breakdown of the contractThey didn’t consider my financial situation or help me remove additional insurance *** when I asked them toSincerely, [redacted]

Serramonte Ford has given *** *** different options to have her vehicle repaired, assist in great terms on a newer more expensive vehicle at her request and to buy her vehicle to atone for our mistake*** *** is entitled to a repair of her vehicle and any medical expenses incurred just as one would expect for any accident of any typeThe extent of damage totals less than $*** and would have required the vehicle to be down less than days, we have also agreed to have the vehicle repaired at the repair shop of her choice at our expenseSerramonte Ford gave *** a vehicle to drive for weeks as she weighed her options before asking for it to be returned. While *** *** is only entitled to repair of her vehicle, Serramonte Ford offered to cover the repair and medical expenses as well as a $*** settlement check only because we care. After numerous apologies and attempts to bring this issue to a resolution *** *** has turned away any empathy and has made the decision not to have her vehicle repaired or speak with our insurance company instead choosing to leave it disabled for months unnecessarily. We continue to offer *** *** an option to have her vehicle repaired and offer our deepest apologies for the negligence that occurred

I would like to offer *** *** the phone number to cancel her existing Warranty coverages, She can contact *** will walk her through initiating a cancelAny issues with the vehicle traded in should have been handled with the manufacturerA dealership cannot and does not determine what is the right choice for a customer, we can only present options*** *** made choices and consent with signatures on over pieces of documentationTo clarify, She was served by a salesperson who sold her the vehicle at the published online price which was a net loss to the store and cancelled her previous warranties while crediting her $to achieve her payment objectiveLater he followed her to her home to collect he current insurance coverage and photo'd it by cell phoneHowever anytime a customer is upset it is a regrettable situation to all concerned
While our service was offered in good faith and at her willWe would, in an effort to extend goodwill to a local customer be willing to settle this matter with *** *** for $We recognize *** ***'s stature in our small community an thank her for staying loyal to servicing and buying with us

Initial Business Response /* (1000, 6, 2015/03/27) */
Contact Name and Title: *** ***, CRM
Contact Phone: XXXXXXXXXX
Contact Email: ***@vtaig.com
Our Finance Director contacted Mr*** on March 24, at 10:AM and left him a voicemail explaining that we were going to
refund the purchased Tire AssureThe Tire Assure amount was $and his Porsche was ineligible for this coverageWe have not heard back from Mr*** as of today, March 27, Therefore, I contacted Mr*** again today on his mobile phone number at 9:AM and on his home phone number at about 9:AMI left him two voicemails regarding his concerns, thanked him for his patience, and explained that we processed the necessary paperwork to send Wells Fargo (his lienholder) the refund in the amount of $The refund should be cleared on Wells Fargo's end by next month's payment
Initial Consumer Rebuttal /* (3000, 8, 2015/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What about the chip the service department made on the driver side doorI would not have a chip if I didn't brought my car in for tire assure that I didn't haveThe service department can't even balance my tires right I had to go to a BMW shop to get my tires properly balanced
Final Business Response /* (4000, 32, 2015/06/05) */
I contacted Mr*** during the end of April I explained to Mr*** that our affiliated body shop's estimate was $- and as courtesy we were going to refund him for 50% of that ($200.00)Mr*** preferred a body shop that specializes in European vehicles, so I asked him to send me over an estimate from their body shopThe estimate was roughly $1,OVER our affiliated body shop's estimateI immediately contacted Mr*** via phone and explained to him that our reimbursement of $was good will because it was going to be coming to our affiliated body shopWe could not work out a deal with a body shop that we are not affiliated withCustomer has my direct line and my email address for his reference
Regards,
Final Consumer Response /* (2000, 34, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/04) */
Sales rep, management and finance department reps have been trying to contact customer for weeks - she never returned callsToday, we got a hold of customerOur Finance Director contacted customer 8/We will take care of one (1) Brake Pad
replacement at no charge; He advised her that although she does not have the Elite coverage entitling her to one replacement set, we are doing it as a goodwill gestureHe also told her that moving forward there would not be any Elite entitlements, and she would have to then decide if she wishes to cancel her policy
She will not be billed for brake pad replacement
Initial Consumer Rebuttal /* (2000, 7, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please note that sales team was contacting me at an incorrect phone numberThe unreturned messages is a flat out lie by the company
I will accept the break pad replacement offer by the general manager

Initial Business Response /* (1000, 6, 2015/12/02) */
on 12/2/2015, Serramonte Ford made the payment via credit card for the above customerThe total was $75.00, and as soon as the payment clears by tomorrow, the entire account will be closedConcern resolved

So here is my story....... 2 years ago (2014) I purchased a CPO vehicle from them with a clear title via CARFAX and a CPO checklist that "PASSED" with flying colors. Fast forward 2 years later (2016) I went back to get my vehicle appraised for a trade-in. I then was told that my vehicle was in a major accident (structural damage Carfax) back in 2013 by the previous owner. I replied "that can't be, I bought that car with a clean title" so then I check my paperworks when I purchased it and on the 2014 CARFIX it says "clean title". I then notified the General Manager about the issue that they sold me a vehicle that was in a major accident and did not disclose it with me. The General Manager told me that they cannot do anything about it since they as while did not know about the accident and is not willing to work with me to solve this dangerous issue. MY QUESTION IS HOW IN THE WORLD DID YOU GUYS MISS ALL THE REPAIRS DONE ON THE VEHICLE THAT WAS INVOLVE IN A MAJOR ACCIDENT???? I THOUGHT YOUR MECHANIC WERE EXPERTS???

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] : Response to Sohail Tobar’s Letter Complaint #[redacted] On June 23, [redacted], my daughter was told by Serramonte Ford that her truck is fixed and ready for pick up in the morning. My daughter [redacted] went to pick up her truck the following morning on June 24th. The mechanic rotated [redacted]’s tires and didn’t tighten them properly. As she was driving home east bound on highway 92, her front left drivers side tire flew off her truck as she was going downhill on a curve at 70 MPH. The tire just missed her front window and flew over the barrier on the highway. She called Serramonte Ford several times, until finally someone finally answered – eventually they sent out a tow truck and so did one of the managers from the Operations Service Department. My daughter told them not to touch her truck for now. As stated in Sohail Tobar’s letter – they immediately brought the truck back for repair. No one told them we wanted it repaired – [redacted] told them to simply not touch it that Friday morning. I ([redacted]) called the next morning on Saturday June 25, [redacted], and I had told the service manager and others that answered the phone, that I do not want my truck touched until further notice. They informed me ([redacted]) that they had already removed the rotor yesterday. I told them “you didn’t have my permission to touch my truck.” Serramonte cut my bent bolts and removed my rotor. I told them “you need my written permission to work on my truck.” Their response was “oh, sorry.” Yes, my truck has been sitting for 6 weeks at Serramonte Ford because Sohail Tobar (General Manager) has been unfair with his offers – all his offers are all pretty much the same offers with a play on words. Basically in a nut shell he wants to give me back stuff that is already mine to begin with. Such as my cancelled warranty, and my cancelled GAP insurance. Then he offered 0% interest on the next vehicle loan for 72 months – which may I add is the standard sale going on right now with Ford for the [redacted] model closeout sale in order to make room for the [redacted] models. I told Sohail I am not going through an insurance company because I will then have to take back this truck that has been in a major accident. I don’t want this truck back because I was told by a truck inspector and several other mechanics that this truck can have major problems down the road after a major accident like [redacted]’s. [redacted]’s truck dropped straight down at 70 MPH on that highway in commute traffic. It fell so hard that the truck dug through the asphalt about 2 inches deep for a good distance (after she was able to grab control of the truck) and finally came to a stop eventually (with the truck stuck in the asphalt.) This accident could have killed my daughter! Sohail has shown no remorse about the danger he and his people had put my daughter in that morning and still to this point in time. His sorry’s are without empathy. It seems like it is all about corporate and looking good with headquarters. I never became agitated as Sohail stated in his letter. [redacted] was crying because of how her truck is now wrecked along with explaining to Sohail the personal connection she had to the truck (as her late father had a work truck similar to it and it made her feel close to him – who passed 4 months before we bought this truck). Sohail again showed no empathy. Also, instead of resolving this in an honest way, he keeps offering nothing but what is already our money. The problem is he owes us our car payments back which is approximately $[redacted] + my down payment of $[redacted] along with my GAP insurance and warranty. Sohail is exaggerating when he stated I demanded a truck and that I demanded one that is $[redacted] more. My truck was sold to me at the MSRP price and was way over priced from doing some research. This information could be found on Kelly Blue Book and Edmunds when comparing the information to her truck. I have papers to prove it. The truck my daughter wanted in place of hers was $[redacted] MSRP sticker price. My daughter and I bought our truck for just over $[redacted]. The truck Sohail was offering to sell [redacted] is valued at $[redacted] according to Edmunds and Kelly Blue Book. I have told this to Sohail and he refuses to believe what I tell him. I have my contract and my MSRP sticker from our purchase on the [redacted] truck. It shows we over paid for our truck by a lot of money. The truck [redacted] wants is not $[redacted] as Sohail said. It is only $[redacted] again according to Kelly Blue Book and Edmunds. All I ask is for Sohail to sell [redacted] a truck for the right price and to transfer our payments and down payment – making each penny put into her truck rolled over into a new one. This only seems fair and the honest thing too due by the customer as her life could have ended that day since Serramonte Ford’s mechanic was negligent by wrecking her new truck. We deserve to be treated with respect and to be given what we have already paid. Below is what we have already paid for, want back and would like: • Our $[redacted] down payment • Our payments that add up too over $[redacted] • Cancelled warranty insurance • GAP insurance • TAX and License fees • Medical bills to be covered due to accident • Lost wages from work for both jobs • Car rental – (he refused to place her in a car once the loaner truck was forced to be given back) • Gas compensation that was promised to her while driving the loaner truck • Refunded for the work she had completed on the truck on the 23rd Above is all the money we have spent, and money we would like back – this way we can go purchase a truck somewhere else with a more reputable dealer. [redacted] Complaint #[redacted]

Recently, my husband purchased a second hand vehicle here at Ford. My husband and I speak proficient English, and already when I arrived the salesperson treated me with no respect. After finally purchasing and signing the contract, we then realized his motive was to only gain profit from us. This is a subjective opinion, but from what he did to us, it is more of a fact now.
I negotiated the price to $36,500 out the door, and the sales person agreed to this. However, the sales person knew my husband spoke limited English and on the contract he wrote, $45,418. Then he proceeded, to only call my husband into the room to sign the contract, no explanation to me or my husband (He understands English).
As a customer, I believe that honesty is an important thing in doing business. However, after being scammed by the salesperson at a well known dealership, I am very upset. I do not have legal proof that he said he will sell it to us for $36500 because he told us that verbal. Therefore, I am wondering if there is anything we can do because the contract is now signed.

Initial Business Response /* (1000, 5, 2015/08/04) */
Sales rep, management and finance department reps have been trying to contact customer for weeks - she never returned calls. Today, we got a hold of customer. Our Finance Director contacted customer 8/4. We will take care of one (1) Brake...

Pad replacement at no charge; He advised her that although she does not have the Elite coverage entitling her to one replacement set, we are doing it as a goodwill gesture. He also told her that moving forward there would not be any Elite entitlements, and she would have to then decide if she wishes to cancel her policy.
She will not be billed for brake pad replacement.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please note that sales team was contacting me at an incorrect phone number. The unreturned messages is a flat out lie by the company.
I will accept the break pad replacement offer by the general manager.

[redacted] is a valued customer at Serramonte Ford. [redacted] purchased a 2015 [redacted] new in August 9, 2015. After a second repair for minor issues and over 2 years later [redacted] expressed interest in “giving back” her vehicle. She had received a lemon law notice and wanted to know...

how to get money for owning a vehicle which may or may not have an issue. She was told in August 2017 that giving back the vehicle was not an option but she was given Ford’s customer service hotline number so she can get more information. At that time she received numbers on a trade-in which she declined at the time because she did not want negative equity. She was offered a [redacted] for similar payments but declined to do so.
In October 2017 she returned with her grandson to buy a 2017 [redacted]. She had contact with multiple managers and other employees while her grandson engaged in conversation over the numbers being presented. She test drove, chose colors, negotiated numbers with guidance from her grandson and answered ID verification questions. Finally after signing all of her documentation which included nearly 30 signatures, the salesperson accompanied both [redacted] and her grandson back to her home to collect insurance information which was copied at her home.
A few days later [redacted] was back with her granddaughter who asked for her down payment of $1300 which was not possible since that was money she put down to lower her payment. In conclusion, her previous vehicle could not have had preexisting conditions since it was purchased new. The optional [redacted] package mirrored her previous coverage which she signed multiple acknowledgements for. Lastly, the vehicle was sold for the online price which was below our cost at the time and she received the best available interest rate. [redacted] is more than welcome to contact me and we would gladly cancel any optional coverage she likes. Her loan principal would lower but the payment would not however the number of payments would go down.
[redacted] is a valued customer and we are still willing to engage in discussion as long as no one is distorting facts to create a false narrative.

Initial Business Response /* (1000, 5, 2016/01/26) */
CUSTOMER RELATIONS MANAGER CALLED AT 10:40 AM 01/26/2016 IN HOPES TO REACH OUT TO CUSTOMER. AFTER INTRODUCING MYSELF, CUSTOMER SAID "GOODBYE" AND HUNG UP. WOULD HAVE LOVED TO HAVE AN OPPORTUNITY TO SPEAK WITH CUSTOMER REGARDING EXPERIENCE....

SERVICE MANAGERS HAD SPOKEN TO CUSTOMER ON PREVIOUS OCCASIONS REGARDING BACK ORDER STATUS OF PART. I WANTED A CHANCE TO SPEAK TO CUSTOMER MYSELF, BUT CUSTOMER WILLINGLY HUNG UP, DID NOT WANT TO SPEAK.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Serramonte Ford had twenty days to call me, and talk to me when my vehicle was in their shop, they chose not to, but instead wanted me to call them. I was the one being inconvenienced and made to wait. Too little, too late. Had they called me to discuss my displeasure with their service department I would have been more then happy to speak with them. The only reason they are reaching out to me now is because I have complained to several organizations that deal with poor business practices that they finally woke up and decided to call me instead of me calling them. The customer relations manager is now making it appear that they are NOW concerned about how I was treated, where were they when my vehicle was in their shop? End of story, their dealership will never receive one word of praise from me, and I am never setting a foot on their lot again even if I had to tow my vehicle 100 miles for service. If this is Serramontes position on how to treat customers I'm amazed they are still in business.
Final Business Response /* (4000, 9, 2016/01/28) */
CUSTOMER RELATIONS MANAGER CALLED CUSTOMER AT 10 AM ON 1/28/16 - LEFT VOICEMAIL. IN THE VOICEMAIL I EXPLAINED THAT MY ROLE HERE IS TO REACH OUT TO OUR CUSTOMERS TO SEE HOW WE CAN IMPROVE IN THE FUTURE. ALSO, AS SOON AS THIS CONCERN WAS BROUGHT TO MY ATTENTION VIA Revdex.com, I WANTED TO REACH OUT RIGHT AWAY TO THE CUSTOMER BECAUSE WE DO CARE AND I DO WANT TO MAKE AN EFFORT TO MAKE THINGS RIGHT. I PROVIDED THE CUSTOMER WITH MY DIRECT LINE HERE AT THE DEALERSHIP AND ASKED FOR AN OPPORTUNITY TO SPEAK. I UNDERSTAND HE IS ANGRY, BUT AT HIS CONVENIENCE TO GIVE ME A CALL IN HOPES OF IMPROVING IN THE FUTURE.

Complaint: [redacted]I am rejecting this response because: 
To clarify again, I was not followed or given a ride to my home by any salesperson for my insurance information. I was assisted by my granddaughter who emailed the information to my insurance agent personally the day after. Your company knew I had an issue with the vehicle as I brought it for service three times in two years, as your records can prove these mechanical issues. Also, I was only provided the steps to make a claim and suggested the terms of the lemon law but never received any phone numbers to speak with the manufacture directly. I plan on contacting [redacted] to remove the warranty coverage as soon as possible. I would like for my monthly payment to decrease with the adverted value that I saw online for $20,000 including the incentives I received. My monthly payment objective was not considered; I pay $190 more a month. As a customer, I took a large loss on the previous vehicle and I do not believe it’s fair that I must continue paying for it in my monthly payment. I believe that its only right for your company to assist me fairly, I’ve been a loyal customer for years. Sincerely,[redacted]