Sheehy Ford of Ashland

. I feel like this Ashland dealership stuck a CERTIFIED sticker on the car and are not taking a proactive approach to fulfilling customer service obligations nor fixing my vehicle. If it were YOUR hard earned money for an investment, YOU all would FEEL the same way!

Having purchased the vehicle at night time and not seeing all the deficiencies until light, I feel taking advantage of and duped. Just to be clear;
- My door is still chipped, never acknowledged.
- Wheel covering, busted up and never acknowledged.
- Car still trembling, and front seat badly vibrates. (Attempted to fix twice, told me it's normal for Ford and I will be notifying the corporation)
- Breaks still grinding (Attempted to fix twice and told me that's normal)
- Fabric coming apart on door
-Dashboard coming apart( Acknowledged after Stephen tried to convince me this was also normal for Ford)

This is not a great representation of Ford Brand, I'm offended and they should be as well!

Review: My first contact with was through their mobile site. I submitted request for additional information asking if the vehicle was still available. email I received as follows





My name is Marc V[redacted], and I'm the Internet Sales Manager at Sheehy Ford in Ashland. I've received your inquiry for the Navigator L. Is there any additional information I may provide for you on the vehicle, or would you be able to make it by the dealership to take a look at it? Please feel free to e-mail or text me. I look forward to hearing from you.

Thank you,

Marc Vizina

I requested some additional information via text message:

I'm in [redacted]. I would not be able to come look at it until we agreed on a deal. Do you have an image of the window sticker?

Marc sent me an image of the window sticker and we exchanged a few texts back and forth about the vehicle. These exchanges were all on 8/26/16. The next day he sent me a text asking "Hey, is here anything else I can help out with on the navigator?"

Here was my response " It's still prices above blue book?.... What's the best cash price? I would be coming from [redacted]. Can you send me a a copy of the window sticker and the car fax report? Also any close up pictures of any excessive wear and tear on the interior and exterior. Is this car Lincoln certified with an extended warranty? What is the warranty start date? Thank you."

The response "I just emailed over the carfax and window sticker. The best price on the vehicle is $50,000 and is within the fair market kbb range. I looked the vehicle over yesterday and it is in very good condition. However, the vehicle isn't certified as we are just a Ford dealer."

I sent the KBB fair market value offer of 48k and the sales manager Travis Thomas accepted. I ask for some pics and confirmed I would take the deal at 48k. The next thing I know I'm getting a text about $699 additional fee. I spent several hours, nearly booked a flight Big waste of time, very deceptive business.Desired Settlement: I would like a call from the owner explaining how a last minute additional processing charge of $699 is justifiable. We agreed on a price is was confirmed. At no point thorough the discussion of the sale price was the fee brought up. I spent a great deal of time reworking my schedule for the week to open up the opportunity to travel to take delivery of the Vehicle. Seems to me this business likes to take advantage of out of town customers they know will have a great deal of time and money invested in doing business with them.

Business

Response:

The price we quoted Mr. [redacted] was for the vehicle only. All new and used vehicles are plus taxes, tags and $699 processing. Our website clearly states we charge a $699 processing fee. Kevin M[redacted]General Manager Sheehy Ford of Ashland11450 Washington HwyAshland Va. 23005

Review: Purchased new car almost 6 years, sales man talked me into purchasing the Sheehy VIP club membership. I've had my car in several times for a leak and they are not able to fix it. I was scheduled to bring my car in for its third full day appointment on this issue and requested the loaner car promised when I purchased the VIP club membership. [redacted] This link shows the loaner car advertised on their website. Service Advisor Stephen W[redacted] stated loaner cars are not available, but Enterprise would be happy to rent me one. The service overall is very bad at Sheehy, so I won't be returning there any more. I have rescheduled my appointment with a competent maintenance provider. I wrote the General Manager of Sheehy and my Service Advisor about this issue last week, but neither have bothered to respond to me. I had hoped to work out the issue with them, but customer service is obviously not a concern.Desired Settlement: Sheehy needs to stop falsely advertising benefits of their VIP club program. I was persuaded to purchase membership in their club, but they don't provide the advertised benefits. I will not be doing any business with them in the future, so I'm not looking for anything other than honest advertising and an apology.

Business

Response:

I do apologize if you feel we have given you bad service. Our goal is to provide a first class experience to each and every customer, every visit. The service loaner for VIP customers is only available for major maintenance visits and it clearly states that on the website. Respectfully, [redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

What is major maintenance? An item that takes three full days to complete doesn't qualify?

Regards,

Business

Response:

Revdex.com spoke with the business. The terms of the VIP membership state a loaner is provided for all major maintenance services. Major maintenance service include 30,000, 60,000, 90,000, and 120,000 mile services. The customer's repairs do not fall within those terms.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below:Very misleading, as I would expect from Sheehy. I'm glad I just sold my car and won't have to deal with them ever again. It's too bad [redacted] reputation is being soiled by an unethical dealership.

Regards,

Review: I was involved in a car accident and my sales person told me I should take my car to sheehy Ashland collision for repairs.I spoke with owner of the collision shop,the place [redacted] use for repairs on their vehicle. [redacted] told me he would take care the car and repair it back to new. I just purchased my vehicle,a[redacted], in July 2014. The first time I went to get my vehicle from the shop my car was making a knocking noise and very dirty plus the gas tank was empty when I had a full tank of gas. At the time I did not have my voice but did contact my insurance agent. I took a video and pictures of vehicle to show the repairs was not done properly. The adjuster at the insurance place asked me to give him a second chance to repair my vehicle. I did but still not satisfied with the results. My vehicle still making a knocking noise and they did not detail the car which they charged the insurance for that service. My car is very dust and that was a factor of me losing my voice due to health issues. I have a detailed list of the repairs that was not done properly and can not be repaired due to the damages to the vehicle.Desired Settlement: At this time I feel I gave them the opportunity to fix my vehicle and has spent money in gas for two rental cars. I want [redacted] to provide me with another vehicle. I have paid two payments on this vehicle and still it is not fixed. I purchased this car new and the condition of my vehicle is awful.

Business

Response:

We have had the representative from [redacted] review the repairs, drive the vehicle to listen for the noise [redacted] hears and inspect the cleanliness of the vehicle after repairs were complete. She has approved everything we’ve done. Since we’ve repaired, the vehicle has been to two [redacted] dealers for the noise and both dealers have not been able to verify the noise concern. We did not charge [redacted] for a detail as it was not part of [redacted] estimate. From what I understand, [redacted] was told by the [redacted] rep to take the vehicle wherever she wanted and [redacted] would reimburse her $100 for a detail. We would be happy to further assist [redacted] with any issues, but [redacted] must approve and pay any further repairs. Respectfully, [redacted]

Review: Had car in for state inspection and oil change on 7/29/14.Was advised that front rotors and brake pads needed replacement.I was not aware of any problem that would indicate rotor damage but authorized repair if I would get to see damage to rotors when they were removed.Picked up car after repair and was advised that the rotors were discarded and not available for me to inspect.Also I was only given an estimate of total cost and not told that it included an optional break fluid flush for $122.23. My total cost for front brake repair was $594.38.I can only conclude that the "damaged" rotors were not made available for my inspection because they did not need to be replaced.Desired Settlement: $472.15 Front pads @ rotors - 91.95 Brake Pads 122.23 brake flush $502.43 Refund to my account

Business

Response:

Basically, our position is very simple. [redacted] is a valued customer. We openly admit, as we did to him, that the employee (Service Advisor) he asked to hold the rotors for him to see forgot to tell the technician who in turn discarded them. This was an honest mistake and in no way was done to hide them from the customer. We stand by our original statement to him that the rotors were definitely needed. Also, the brake flush was pointed out to [redacted] as an added service and made complete sense with the maintenance performed on the brakes and should have been done – [redacted] approved all of this work after it was reviewed with him.

Having said this, we are in no way saying the customer is telling any untruths in his statements. If [redacted] believes that he was not informed of the brake flush charges, then we obviously failed to fully communicate and/or verify his understanding of the work performed. The rotors being discarded were an honest mistake, for which we apologize.

Finally, I am more than willing to work with the customer to make him comfortable with our relationship and try to re-earn his trust by providing either a refund of 222.23 or a credit in that amount to be used within the next 18 months at our location. Because [redacted] approved the work, it was needed, and was performed only after his approval, we will not be offering a full refund. The 222.23 is to credit for the optional brake flush of 122.23 that he was not clear we were doing and the additional 100.00 is a good faith gesture for the inconvenience and error on our part which was only and error and nothing more.

Thank you,

Service Manager

Sheehy Ford of Ashland

Direct: [redacted]

Main: [redacted]

www.sheehyfordashland.com

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Please refund the $223 to me by check.

Regards,

Review: Want to know why? Because frankly they don't listen, offer false promises, and you get screwed over because of it.

When I bought my vehicle I told them SPECIFICALLY I did not want to pay for the VIP service, but lo and behold once I got the vehicle, there it was tacked onto my loan.

Also, if you're promised something make sure they deliver because you'll end up screwed. I was promised free Siruius Radio for 30 days, never happened. Was promised they would hold onto a second key whenever I needed it (they said they had it held there) and surprise again, that wasn't the case so that when I did lose my key I had to continue to pay for something I shouldn't have.

Make sure you get your car tested as well before you buy it, one of the speakers was blown when I purchased the vehicle but I was assured by the salesman it was "Just how it sounds on SYNC"

The speaker is blown, I'm paying more on my loan than I want, and I had to pay extra for a key I shouldn't have to begin with.Desired Settlement: Refund of VIP service? Fixing of my speakers? Refund of the key I had to pay for? Honestly anything at this point, I'm just fed up.

Business

Response:

VIP contract was signed at the time of sale by Mr. [redacted] and is not refundable. Nothing can be added to a customer's loan without their approval and signature. We would never hold on to a customer's second key until they needed it. The second key should have been given to him when he purchased the vehicle or picked up soon after the sale. Mr. [redacted] lost his key 7 months after buying the car and the not having the second key should have been resolved well before this time. The blown speaker should have been diagnosed and addressed by our service department. It's been over a year and 15,000 miles and there is nothing I can do about a blown speaker at this time.I will agree to refund Mr. [redacted] $221.03 for the key he purchased, $20 for the 30 days of Sirius radio he never received and offer him $100 in goodwill for a total of $341.03.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,