Serramonte Ford

Complaint: [redacted]I am rejecting this response because: most of the comments calmed were fasle. My 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 copier. I didn’t give a down payment of $1300. The price was much lower online than the amount of the vehicle I  received. I was not explained the proper terms and breakdown of the contract. They didn’t consider my financial situation or help me remove additional insurance [redacted] when I asked them to. Sincerely,[redacted]

Initial Business Response /* (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 vehicle. In fact he was notified immediately that this price was published in error and he increased his offer. While we appreciate the willingness to pay more than the mistake price it still was not enough to cover our cost on this vehicle. I 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 pages. Please 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 changes. The automated process which is controlled by our slave website was creating the glitch. The vehicle is clearly marked on my website and on the vehicle today at $26,491. In fact all of our pre-owned vehicles have a matching internet and windshield sticker price in an effort to display transparent business practices. This was new inventory and a feed issue without malicious intent.
Thank You.

On June 24th, [redacted] took delivery of a [redacted] F250 with[redacted] miles that was being serviced in our department. The technician failed to properly secure the front drivers side wheel which subsequently fell off. We immediately dispatched someone to pickup [redacted] and brought her and...

the vehicle back to Serramonte Ford for repair. Once we had provided [redacted] with a vehicle to drive and checked on her well being we proceeded to check on the vehicle. It was found the vehicle would need a wheel, tire and rotor to get back on the road. Once 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 payment. We have asked multiple time to repair her vehicle and she has denied us the opportunity to do so. The vehicle has been sitting unrepaired on our lot for over six weeks as we seek authorization. I have also offered to have the vehicle repaired at the repair shop of her choice and we have not received authorization on that either. She has chosen not to speak to our insurance company to get her medical claims paid or a rental vehicle. Although [redacted] is entitled to only the repair of her vehicle and medical expenses, we have additionally offered [redacted] 3 options to sell us her vehicle, have the vehicle repaired or get her into a similar vehicle with cash considerations which she has also denied. We 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 /* (1000, 5, 2015/04/03) */
Contact Name and Title: [redacted] Fixed Opera
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@vtaig.com
It is our goal here at Serramonte Ford to make sure every customer leaves here completely satisfied. I personally spoke to...

Mr. [redacted] the day he dropped off his vehicle for our advertised discounted detail. I was not at the Dealership the proceeding day when Mr. [redacted] picked up the vehicle. I have spoken with the Service Advisor involve in the write-up process. He informed me he inspected the vehicle along with Mr. [redacted] after the detail was complete and said that in his opinion, the vehicle turned out great. Mr. [redacted] at that time had made no mention of poor quality in the detail.
I'm would like to offer Mr. [redacted] the opportunity to return the vehicle and allow us to re-do any of the detail area he thinks we [redacted] have fell short on.
Again , our goal here is to make sure every customer is completely satisfied with the service we perform.
Sincerely,
[redacted]
Fixed Operations Director.
Initial Consumer Rebuttal /* (3000, 9, 2015/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was sure a pleasure to have met Mr. [redacted] whom shared that he had recently started his position one month ago. I would like for Mr. [redacted] Mr. [redacted] and Serramonte Ford that I strongly believe in the principles, the code of ethics that laws apply for consumer protection and that all businesses should be held responsible for lacking integrity, and the honesty needed for all services offered. That is simply not the case with my complaint. I disagree with Mr. [redacted] statement "He informed me he inspected the vehicle along with Mr. [redacted] after the detail was complete and said that in his opinion, the vehicle turned out great. Mr. [redacted] at that time had made no mention of poor quality in the detail". The truth of the matter is that arrived with my wife and son approximately at 16:00 hours or (4:00 p.m.) and pulled across from Mr. [redacted] in a black BMW 635CSI. I got out of my car and seen [redacted] walking to his stall of service and told him I was in a hurry to be at Coffman Public pool where I volunteer and that needed to leave as soon as possible. I asked if the keys were in the SUV and he responded they were in the office. We both proceeded into the office just a few feet away while my son and wife walked to my 1998 Ford Explorer which was around 30 feet behind my BMW. While I was in the office my son came to pick up the keys so that they could leave. Mr. [redacted] told me that the SUV looked good and I responded "OK". I never inspected my Explorer because I did not have the time nor I questioned the fact that I would be disappointed or disgusted by their service and Showrrom detail. Surveillance cameras can speak for me and substantiate my statements. Mr. [redacted] and the rest of managers can retrieve the data from March 31st, 2015 between 16:00 and 16:15. and see for themselves that I nor Mr. [redacted] walked to inspect the "Showroom Detail" that was done on my vehicle. The truth is captioned on those cameras and I rest my case. The detail lacked many things that were done terribly which included areas of the carpet that were not vacuumed. The lack of Integrity, honesty and bad deliverance I choose not to accept your offer.
Final Business Response /* (4000, 11, 2015/04/13) */
I contacted Mr, [redacted] on 4/13/15 at approximately 8:50 AM. Apologized that our services did not meet his standards. As goodwill, we will refund Mr. [redacted] a total of $100.00. I explained in the voicemail that he will be receiving that refund check within the week, as soon as we process it. We thanked Mr. [redacted] for all his support and hope to continue to service him for all his automotive needs.
Final Consumer Response /* (2000, 13, 2015/04/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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.