Seven West at the Trails

Mrs [redacted] is all good nowShe was very uncomfortable about not having a lender when she left the dealershipShe is all signed up and enjoying her ExplorerPlease feel free to contact me directly if needed, ###-###-####Thank you for your time with this matter

This customer is complaining that we suggested another company look at their complaint because it would be very costly at our Ford facility because we are not a sun roof dealer? We actually did the customer a favor and recommended another repair facility which would save the customer money If the sunroof was missing parts it wasn't due to our mechanics stealing them, it was due to the fact they were not there when the car was brought in We pride ourselves on customer service, obviously by the recommendation of anther shop to save the customer money Our bid would of been to replace the moonroof/sunroof which is in line with the estimate the customer stated If the customer would like to buy those new parts, as a good will gesture we would discounmt them to an employee price Patrick H***

It is not fair to purchase a vehicle and for it to break down weeks after purchase, regardless of warrantiesThe salesman did say it had factory warranty and my father is a witnessI did buy the vehicle without warranty with the intention to add it later where it was more affordable than the dealershipsThe car had the check engine light come on since I bought itPaying for half of the vehicle isn't enoughWhy should I be in debt $26,000, just to have to pay for a new engine weeks after purchaseI think it would be fair for Surprise Ford to fix the car they sold, or Hyundai to honor powertrain warranty, which is up to 60k miles or years of purchaseI don't see how it's fair for me to have to come up with $dollars or half out of my own pocketI have no way of getting that kind of moneyWhich is the reason I bought a car in payments from a dealership, where a person would assume the car will be good for at least a little whileThe only solution is for the dealership to pay to fix the car or take it backI called Exeter and they said the dealership was able to take the car back, but surprise Ford denied

RE: ID [redacted] We take the concerns and comments of our residents very seriously and on January 31st, when the maintenance issues from the move in on September 6th were brought to our attention a service request was promptly completed and scheduled to address the items on February 6th per the resident’s request In regards to the concerns during the historic snow storm that occurred in Portland starting on the evening of January 10th, the team at Seven West worked tirelessly to manage the snow and ice accumulation across the propertyGiven the storm of this magnitude meeting each and every resident’s expectations of clearing snow and ice was not feasible but every attempt was made to address major areas of concern in a prompt manner Given the quick response to maintenance items once brought to the attention of the team, we will not be releasing the resident from their lease We are happy to sit down with the resident to discuss their concerns at length, we are dedicated to this process brett j [redacted] | property manager o:f: seven west at the trails SW Scholls Ferry Rd Beaverton, OR www.7westbeaverton.com | [email protected] PROFESSIONALLY MANAGED BY AVENUERESIDENTIAL | AVENUE5.COM

My name is Rob H***I am the General Manager here at Surprise FordI personally talked with Mr [redacted] as well as my service manager Richard A***After speaking with Mr [redacted] we have come to the conclusion that we need to take another look at his vehicleHe had a problem that was intermittent and we could never get it to duplicate while it was hereHe is worried that now the car is out of the manufacture warrantyI have let him know on this problem that there should be no chargeI gave him my personal cell number (###-###-####) so he could contact me and we can get the vehicle in here and resolve the issueHe stated he would call me when he knew the earliest time he could bring it inThank you

I talked to Elle and let her know I have left Mr [redacted] numerous messages and they are recorded in our CRMI would really like Mr [redacted] to meet me here at the store so we could come to a resolution to the problemI m at a point were I would like to have this case closed because he won't communicateThank you

He may have a Lemon Law buy back. Unfortunately that is not between him and the dealer. That would be between him and Ford motor company. In his owners manual there is a section to proceed with that to Ford motor company. His vehicle is currently at A competitors shop waiting on an engine.

My name is Rob H [redacted] I am the General Manager here at Surprise FordMiss [redacted] and [redacted] bought a new Ford F here at Surprise FordAfter they bought the vehicle they noticed a paint flaw on the truckThrough the direction of Ford we had an offsite body shop repair and repaint the vehicle to Ford specificationsThroughout the process I found out about their unpleasant feeling towards there vehicle and told them I would get them years free oil changes for there problems (which I am still willing to do)However when I called Mr [redacted] yesterday, He informed me that his truck was at another Ford dealership having an engine put in itAt that time he informed me he didn't want to hear from me or anyone else here at the dealershipI will make sure they get the information on the years free oil changesI appreciate yoor time on this matterSincerely,Rob H [redacted] General Manger

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]

My name is Rob H***I am the General Manager here at Surprise FordI personally reached out to Mr*** and resolved the problemHe is here taking delivery with said vehicle and is extremely happyPlease feel free to contact me directly at 480-516-or email ***Thank you

This complaint should of been closed. Surprise Ford did this customer a genuine favor and referred them to a facility that only does sun roof repair. This, as the customer stated saved them 1000's of dollars. The parts the customer is claiming he already replaced anyway, were never on the car according to the mechanic and advisor that inspected the car when it was at Surprise Ford. Surprise Ford offered to give the parts requested at cost, which are more expensive than non-factory, because they are better and usually come with a better warranty. Patrick H***General Manager

I have left Rob messages at work and called cell phone twice and left maybe messages on that with no response

Mr.*** chose to take his vehicle to a different shop to have the repairs done which we reimbursed him forWe sent him a check for the amountHe is happy

I have spoken to Mr*** personallyWe have resolved the issues by correcting the contract along with the necessary changes to finalize and complete the purchase for himWe spoke at great length and he will be in on Saturday to complete the revised transaction. Thank you,***
***ManagerSurprise Ford

While I appreciate MrH***’s response I think he is either confused or misinformed of the issue/ complaintThe issue is that his mechanics fraudulently diagnosed a need to replace “broken parts." The repair facility found no “broken parts” as diagnosed by Surprise Ford mechanics. Surprise Ford mechanics instructed me not to open the moon roof for fear that it would never close again due to “broken parts.” I followed these instructions and the moon roof was never opened again until the private repair facility worked on it. Their Technician made note that the parts (shields) were missing when he initially opened the roof for repair. This technician found nothing more than dirty tracks & a slight misalignment which was easily fixed for $instead of the $4,that Ford mechanics suggested I spend to replace “broken parts.” Based on the private facility’s diagnosis, I think it’s fair to say that Ford mechanics incorrectly diagnosed the issue resulting in a potential $4,profit on a moon roof that never contained “broken parts” in the first place and could have easily performed the same serviceSeveral attempts were made to have Ford correct the issue & replace the missing parts, all of which have failed. They refused to do anything about itEven MrH***’s offer to sell the missing parts at employee cost is a higher price than what I paid for from an internet Ford parts supplier. No one accused his mechanics of stealing, rather just misplacing and/or failing to put the parts (shields) back on. Although I am grateful that I was directed to the private repair facility, it's disappointing that Ford could not repair their own productAs far as customer satisfaction I am completely dissatisfied & disappointed with Surprise Ford. Based on this experience I have no intentions of doing any business with them in the future and do not ever plan to own another Ford again

My name is Rob H*** and I am the General Manager here at Surprise FordI personally spoke with Mr*** after I received the complaintHis complaint may have some validity in itAfter speaking to Mr*** I have learned that he is upset how the bumpers line up on his vehicleI invited him to
come to the dealership and meet with me personally on Tuesday 01/03/so we could look at it together at A.MHe agreed to that time and then left a message with my receptionist that he wasn't comingI have left him several messages to find out why so we could have resolution to the problemHe has not responded backIf you from him again please have him contact me so we can resolve this matter***Thank you

My wife and I are not happy with that result. The truck has been at ford for over 60 days since purchase in October. The motor has taken over 30 consecutive days to fix and still isn't fixed. Under the Arizona state lemon law act we are requesting the truck be bought back due to the excessive issues we have had. We were suppose to have the oil change plan in October and you made no action until March. I am willing to work with you but you do not return calls for weeks and always say your in a meeting.

This customer is complaining that we suggested another company look at their complaint because it would be very costly at our Ford facility because we are not a sun roof dealer?  We actually did the customer a favor and recommended another repair facility which would save the customer...

money.  If the sunroof was missing parts it wasn't due to our mechanics stealing them, it was due to the fact they were not there when the car was brought in.  We pride ourselves on customer service, obviously by the recommendation of anther shop to save the customer money.  Our bid would of been to replace the moonroof/sunroof which is in line with the estimate the customer stated.  If the customer would like to buy those new parts, as a good will gesture we would discounmt them to an employee price.
 
Patrick H[redacted]

I cancelled because Surprise Ford are rude from the core. They have no common courtesy with their clients. I spoke to Hubler and he is why this business is what it is. He did not offer to fix what they broke, he was complaining about my complaint. He did not leave messages so he is lying about calling and leaving messages. He better be a young man because he is very immature and sounds as he has no experience in dealing the public. Surprise Ford broke my bumper, and they will fix it or pay for the repair !!

My name is Rob H[redacted]. I am the General Manager here at Surprise Ford. Miss [redacted] and [redacted] bought a new Ford F150  here at Surprise Ford. After they bought the vehicle they noticed a paint flaw on the truck. Through the direction of Ford we had an offsite body shop...

repair and repaint the vehicle to Ford specifications. Throughout the process I found out about their unpleasant feeling towards there vehicle and told them I would get them 2 years free oil changes for there problems (which I am still willing to do). However when I called Mr. [redacted] yesterday, He informed me that his truck was at another Ford dealership having an engine put in it. At that time he informed me he didn't want to hear from me or anyone else here at the dealership. I will make sure they get the information on the 2 years free oil changes. I appreciate yoor time on this matter. Sincerely,Rob H[redacted] General Manger