Sherwood Ford Sales Limited

[redacted] , I was unable to access the file on your system and after multiple attempts, have now decided to simply contact you directly as the Marketplace Counsellor Thank you for the opportunity to respond one more time to our customer's commentsWe learn a lot about our customers from our interactions with them and if it doesn't make them happy we learn a great dealJamie Jasman, our General Sales Manager has already clarified our position well, but in light of the customer's further rebuttal please consider this our final response Regarding the comments of the customer on the prices received on the vehicles purchased, the pricing was exceptional, far below the market transaction prices for these vehicles, and the customer is fully aware of thisHis comments are meant only to create controversyRegarding our referral program, we have been utilizing this program for five years and we have never once had any issue or any misunderstanding regarding the program and its intentWe have lots of customers who are both retail and commercial customers of our dealership, like this customer, and they fully understand that they cannot refer themselves for a referral feeThey are all smart business people and they understand the intent of the program and the purpose of the programThis customer, unfortunately, is simply now trying to leverage both Google ratings and the Revdex.com to obtain a referral fee that he is not eligible for from our company We will continue to maintain our present position on eligibility in this situationOn behalf of Sherwood Ford we thank the Revdex.com, which we have been a member of for over years, for their ongoing work in our marketplaceWe now consider this issue closed Sherwood Ford per: Mark [redacted] ***, M.B.A President [redacted] @sherwoodford.ca

Initial Business Response /* (1000, 4, 2016/04/01) */
A review of this fellow's online reviews will demonstrate a common theme with many retail organizations
As we have advised the customer, we are unable to do E transfers of money back to customersE transfers would be a significant financial
security risk and would require authorities outside of our present banking authority
As promised, we have effected a return of his deposit through a cheque and that cheque has been mailed to himHe is also fully aware of this.*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
***
President
Sherwood Ford Sales Limited
Initial Consumer Rebuttal /* (2000, 6, 2016/04/04) */
I got a check in the mail today
***

MrH***, Thank you for responding to my complaint through the Revdex.comThis is the first communication I have received from Sherwood Ford since I issued my complaint to your customer service manager and she responded on Feb 1stIn that response, she claimed that she made her manager aware to which I still never received a call or an emailIn your response to my Revdex.com complaint, you claim that you interviewed all the people involved but again I never received an email or a call. I can appreciate that you feel that you have experienced people that would not generally error but let’s face it, people do make mistakes and in this case for whatever reason, they did and I paid the priceIn fact, there are a few errors in your response letter that I would like to correct 1) Your words: I bring your attention to the original repair order, there is a line for a complimentary inspection there to which there is a no "customer decline" line for the complimentary inspectionWe provide a complimentary inspection on every vehicle that enters our shopMy response: You are somewhat correct in that I responded “whatever” to the complimentary inspection, however I DID initially decline the offer of an inspection because I was told it would be $and I had just had one done at another Ford dealership several months priorSo if you provide a complimentary inspection on every vehicle that enters your shop, why was I told it was $69? 2) Your words: The customer was informed of the results of the inspection that included that a transmission connector was needed as the original one on the vehicle was faultyMy responseAbsolutely incorrectI was NEVER informed of the results of the inspection and was never told that the original transmission connector was faulty, only that I required a new one. I was never informed that the transmission connector leak was found during the inspection and was not part of the original issue that the vehicle was brought in forI only found out when I paid for the repairs and found the inspection report attached to the back of the service invoiceI WAS told that I needed to have a couple of power steering hoses and a transmission connector replacedAgain as I have stated several times, had I known it was just a leak I would not have had the transmission connector replaced at that time as we did not have the extra funds at that point 3) Your words: All repairs are itemized with individual parts and labour costs so that the estimate is completely transparentMy response: Where is this estimate? I never received a copyThat's not an accurate statement because it's not "completely" transparent if a customer does not have access to it 4) Your words: At any time in those conversations the additional repairs could have been declinedMy response: You are misinformedWe were NEVER told that the transmission connector was “additional repairs”, we were working under the assumption during all conversations that it was part of the original problem 5) Your words: In regards to the complaint or charging for an engine shampoo for $My response: You are incorrect againI never complained to the Revdex.com regarding the engine shampooHowever, I did in fact complain to your customer service manager that I was not happy having to pay $(not $as you state) for an engine shampoo because once again I was not told upfront that I would have to pay for this and only discovered it when I was emailed a copy of my final invoiceHad it been relayed to me upfront, I would not have had an issue with it 6) Your words: As for the complaint of the tire pressures being low at 25PSI, this is the first time that the guest has mentioned itD---n E--n has both email communications from Mr*** and neither time does he mention this issueMy response: Firstly, it would have been nice if the Service Manager had responded to my complaint in the first place but, if you re-read the email I sent to your customer service manager on Jan 25, I stated that I had lots more to say on my experienceThat is what I was referring toI was actually hoping that I would get a response back from someone that was really concerned about my experience so I could let them know what else the complimentary inspection missed including the tire pressure issueIn case you want this for your records, they also missed that I desperately required an oil change (had 10% life left) and was told on my last inspection that I required a rad flush and that my battery was very weakNone of these were picked up on your complimentary inspection 7) Your words: In regards to the "mysterious labour charge", the $labour charge on job on the repair order is the labour charge to install the power steering hoses from the reservoir to the radiator and the power steering return line to the radiatorMy response: I stand by my statement that your workorder is very confusingOn job I am paying labour for "replace power steering line as quoted"That charge is $and I am also charged for hosesI get thatBut then on job I am paying for "replace pre-ordered p/s hose as quoted" for another $with no partsThen there are parts on job that you are telling me relate to labour on job but the labour on job does not relate to the partsSound confusing? 8) Your words: While we understand the customer did not like having a repair bill of this amount, it represented required work that was detailed completely to the customer and for which we were provided authorization to complete December 16th at 1:49pm prior to our staff undertaking the jobAt no time do we undertake work on vehicles without an authorization from a customerMy response: Many facts are incorrect hereFirst off, * *** *** *** *** *** *** *** * *** * *** *** ** * *** ** *** ** ** *** *** additional work was not (as you say) “required” and it was definitely not detailed completelySecondly yes, I did give authorization for the repairs but I was not aware that part of it was work that was not required as part of the original problem In closing I would like to use your words again where you state that common sense should prevailWith that in mind, consider that I refused to pay for a $inspection and refused to pay $for a rush charge. Wouldn't it be common sense that I would also refuse to pay for a repair to have a "non required" leaking fitting replaced for over $600! Think about it and you will come to the conclusion that one particular staff member did not do their job in properly communicating what was actually required and I paid a terrible price for their mistake I respectfully renew my request that you return the money for the transmission connector repair *** *** *** *** *** *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** * *** ** *** *** *** *** *** *** ** *** *** ** *** *** *** ** *** *** *** *** *** *** Thanks for your time*** ***

Initial Business Response /* (1000, 5, 2017/02/03) */
Customer's order was held up unexpectantly and I have included a coupon for a future discount on a next order for the inconvenience
The package was shipped out today actually (2/3/17) via *** Priority Mail - tracking ID:
***
Customer has not sent emails as I receive ALL emails and none have been received in our officeShe has also NEVER left a messageThe phone number she has is incorrect which could also be part of the problem
I will keep an eye on the tracking and send Revdex.com Proof of Delivery once it arrives
Hopefully this will close the issueIf the customer does not feel the quality of our cards is up to her standards, then perhaps she should order elsewhereThese are the exact same methods we have been using for more than years without complaintWe have never received a complaint from MsHamilton or any other customer to date
Thank you for your time and attention to this matterWe like to get these things cleared up right away
Final Business Response /* (1000, 8, 2017/02/07) */
***Document Attached***
Proof that the items were delivered

Thank you for the opportunity to respond to your organization and the customer regarding the repair of his vehicle at our dealership. We always appreciate feedback, good or bad to the way we operate our business, this allows us to improve our customer service.  As a result of the allegations of...

the Revdex.com report we interviewed all people involved in the process with this customer. I note these are very experience people with years of time in their positions and not people that would generally error. The interviews, were done by our Service Manager Damon E[redacted], and involved both customer service, service lane, and shop personnel.  Below is their interpretation of events.The vehicle, was towed in December 15, 2016 with a power steering problem.  The vehicle was diagnosed with a leaking power steering hose. The parts were ordered but there was no stock in Canada. The parts were subsequently ordered from the U.S. A. . Unfortunately we have no control over order time if there is “no stock” for a part in Canada. However for customer service purposes we “critical” ordered the parts, which means it is accelerated ahead of normal parts orders to expedite the process for customer satisfaction.  I bring your attention to the original repair order, there is a line for a complimentary inspection there to which there is no “customer decline” line for the complimentary inspection. We provide a complimentary inspection on every vehicle that enters our shop. We have found that providing notice of potential issues before hand has positive implications for customer service and customer retention. It also alleviates customer concerns after they have left the shop and issues emerge because of the pending failure of a component which does happen with time in a vehicle. In his claim the customer advises that he said “whatever”. That is not a decline of the inspection. The customer was informed of the results of the inspection that included that a transmission connector was needed as the original one on the vehicle was faulty. The quote was given for the entirety of all repairs, including the transmission connector. All repairs are itemized with individual parts and labour cost so that the estimate is completely transparent. Both Mr. and Mrs. [redacted] were advised of all repairs that needed to be done. At any time in those conversations the additional repairs could have been declined. However as evidenced by this complaint Sherwood Ford would not be doing their due diligence if the technician didn’t perform an inspection of the vehicle and provide the information on the additional issues.  In regards to the complaint of charging for engine shampoo for $7.99, it is part of the process to shampoo down all areas after a fluid leak and note the fluid can land on the motor or exhaust and start to burn and smell for some time. Our technicians also need to work in a clean environment to properly complete their work. The placement of the power steering reservoir is such that the technician had no choice but to clean the surface. We created a separate line on the repair order for this for complete transparency, there Is nothing hidden from the customer and common sense should prevail on an assessment of the rationale for why this would be done.  As for the complaint of the tire pressures being low at 25PSI, this is the first time that the guest has mentioned it. Damon E[redacted] has both email communications from Mr. [redacted] and neither time does he mention this issue.In regards to the “mysterious labour charge”, the $278.91 labour charge on Job 6 on the repair order is the labour charge to install the power steering hoses from the reservoir to the radiator and the power steering return line to the radiator. The labour charge to install those hoses was not charged on Job 1 line. The only labour charge on Job 1 was for the initial diagnosis. The labour times are consistent with the Mitchell labour time Guide, which is an industry wide guide to ensure proper time is charged for work completed.While we understand the customer did not like having a repair bill of this amount, it represented required work that was detailed completely to the customer and for which we were provided authorization to complete December 16th at 1:49pm prior to our staff undertaking the job.  At no time do we undertake work on vehicles without an authorization from a customer. If the customer would like to again come in and review this with our Service Manager Damon E[redacted], he would be pleased to personally review it with him at his convenience and reestablish our relationship. Sherwood Ford Sales LimitedPer:Mark. K H[redacted]President

Initial Business Response /* (1000, 8, 2016/05/10) */
the tire warranty the comes with any new [redacted] product only covers a deficinacy in the product itself. For example if there was an issue with one of the side walls being too weak or bursting due to being mis built, or the tread is seperating....

Both [redacted] and the tire manufactures do not offer any warranty for regular wear do not cover normal wear or worn-out tires and road hazards (cuts, snags, bruises, bulges, impact breaks, and punctures) are not warrantable. Damage caused by improper tire repair, inflation, alignment, tire chains, racing, spinning, mounting or dismounting are also not covered.
IF she would like to have them replaced we are willing to give her the best deal we can on the replacement costs.
Initial Consumer Rebuttal /* (3000, 11, 2016/05/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from [redacted]. This issue is not the result of "normal wear and tear" as it occurred with only 20,000 km on them which as anyone knows is not normal! Nothing about these tires is "normal" I was told that I could contact the tire company who installed the tires; how am I supposed to know what company installed these tires. I am sorry but this is all on [redacted] shoulders. I went to the dealership in good faith, paid an large sum of money to purchase a vehicle from them only to have worn out tires at 20,000km. These tires being worn out have nothing to do with me other than the fact that I was the unfortunate person to purchase this vehicle. I will be advertising long and hard about customer service from [redacted]! I may have to take further legal action to resolve this issue.
[redacted]
SHERWOOD PARK ALBERTA
Final Business Response /* (4000, 13, 2016/05/31) */
there is no outside company that installs factory tires before they get to the dealership. The care show up with the tires that were put on from the [redacted] factory. The brand of the tire is right on the side wall of the tire if you would like to get in tocuh wiht them you are more then welcome but I do not believe they will be able to help either. We can not prove how and in what conditions your vehicle was driven in. It is outisde the warranty specs that Ford has in place so that is why we are not able to replace them for free. our offer stands on getting you the best deal we can offer on a replacement set of tires.
Final Consumer Response /* (4200, 15, 2016/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not acceptable. Whether or not those tires were put on by the [redacted] factory or any other place the fact remains that this is still [redacted] issue. I have a very clean driving record and take offence to the suggestion that I may have worn out these tires because of how I drive!!! I am almost 59 years old. To suggest that I drive so crazy as to wear out a set of tires in 16,000 km is very offensive. Like I have said before, I went to Sherwood [redacted] in good faith and trust and spent a huge sum of money to purchase my car. And to have my character and my driving habits criticized is wrong on so many levels. I will be letting any friends and family and co-workers know that the customer service from [redacted] is not up to par and will be advising that they go elsewhere to buy a vehicle as [redacted] does not stand by it's product, in this case the tires that were already on the vehicle when I bought it from the dealership. I can only imagine if I have something else go wrong with the vehicle what kind of service I may receive based on this situation! I will be pursuing another way to handle this situation. When I do get new tires it certainly will not be from [redacted] as I am not made of money and cannot afford to have tires go bald at 16,000 km again!!!

[redacted]
Jan 28 (3 days ago)
to me
Thanks for your effort in trying to resolve this matter, As per your notation of how the referral system works unless stipulated otherwise in the business promotion is what I have been trying to get across as my point. The sales staff as well as the office people that handled this sale knew of my involvement with the company and my personal sale and had indicated that I would get the referral and that is why it is listed on my bill of sale. It would seem to me that they should know their own program and at least one person should have corrected the sales contract. Again thanks for your effort but usually I would let it go at this point but I feel that the dealership did not correct the contract in order to finalize the sale and for that reason I plan on taking this to the next step and let the courts decide.

[redacted]
Office: [redacted]
Cell: 780-203-3454

Initial Business Response /* (1000, 5, 2015/10/14) */
Thank you for provision of your customer comments regarding 2010 [redacted]XXXXX, listed owner with Ford of Canada, [redacted]. This vehicle was last at our dealership July 20, 2015 invoice no [redacted] X, n/o [redacted] when...

the vehicle had 123,626 on it. The customer was in for our Rapid Service special.
As detailed in the invoice provided to the customer, our staff completed an oil and filter change and rotated the tires. The technician working on the vehicle made a number of observations and suggested that the customer undertake some additional services to maintain the mechanical aspects of the vehicle.
The mechanical observations were as follows:
Recommend replacing rear brake pads and rotors
Brake flush as fluid is at a 4% water contaminant
Transmission and Power steering fluids are dark
Recommend replacing Air filter
The customer declined any additional services at that time and accordingly the appropriate action items are listed as recommendations and are listed on the same work order as same. We note there was no reference or observations regarding any physical PTU damage at the time of the review by our technician. We also note there is no flush available for this component and in fact there is no drain on this component.
The vehicle was subsequently in [redacted] August 10th 2015 at 124,090 km under the company name of [redacted] and [redacted] with the following work request by the customer:
54 point inspection
From this inspection the following observations/recommendations were made by the technician
Inspect PTU unit for damage
Replace rear brakes and machine rotors and drums
Battery service
We suspect from the customer requested work, that something had happened to the vehicle while the vehicle was in the control of an employee, hence the inspection request by the customer and the subsequent Team Ford technician request to inspect the PTU for damage and the other work.
[redacted] Our service activities which were completed had nothing to do with the PTU whatsoever. As a further observation, we note that absence of oil in a PTU and subsequent driving of that vehicle would result in the immediate ceasing of the unit. The vehicle PTU would not have survived the almost three weeks and 464 km of driving that took place between leaving Sherwood Ford and requesting the above services at [redacted]..
While we understand that the customer is upset at the financial expense of the work undertaken by [redacted] on the vehicle, Sherwood Ford is in no way responsible for the failure of any mechanical aspects of the customer's vehicle. We consider this case closed.
Sherwood Ford Sales Limited
Per:
Mark K. H[redacted]
President
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems ironic this vehicle held on to the PTU fluid for 123626 km and suddenly lose all it's fluid in the span of 464 km after Sherwood Fords service. There are no signs of any leaks and this vehicle was parked in the same spot in the same garage for all it's life. We did not request an inspection at [redacted] in fact we had it taken there to have the service recommendations from Sherwood Ford performed since we would be out of town and the vehicle not needed for a 2 week period.[redacted]

[redacted], I was unable to access the file on your system and after multiple attempts, have now decided to simply contact you directly as the Marketplace Counsellor.

Thank you for the opportunity to respond one more time to our customer's comments. We learn a lot about our customers from our interactions with them and if it doesn't make them happy we learn a great deal. Jamie Jasman, our General Sales Manager has already clarified our position well, but in light of the customer's further rebuttal please consider this our final response.
Regarding the comments of the customer on the prices received on the vehicles purchased, the pricing was exceptional, far below the normal market transaction prices for these vehicles, and the customer is fully aware of this. His comments are meant only to create controversy. Regarding our referral program, we have been utilizing this program for five years and we have never once had any issue or any misunderstanding regarding the program and its intent. We have lots of customers who are both retail and commercial customers of our dealership, like this customer, and they fully understand that they cannot refer themselves for a referral fee. They are all smart business people and they understand the intent of the program and the purpose of the program. This customer, unfortunately, is simply now trying to leverage both Google ratings and the Revdex.com to obtain a referral fee that he is not eligible for from our company.

We will continue to maintain our present position on eligibility in this situation. On behalf of Sherwood Ford we thank the Revdex.com, which we have been a member of for over 50 years, for their ongoing work in our marketplace. We now consider this issue closed.


Sherwood Ford

per:

Mark [redacted], M.B.A.
President
[redacted]@sherwoodford.ca

There seemed to be some sort of confusion on the $2000 deposit that [redacted] left us for his 2 trucks. We have spoke to him today Jan 6Th and returned the other $1000. We are very sorry for the the delay of its return. We were at no point in time attempting to hold it any fashion for any reason. [redacted]...

has purchased a total of 3 trucks from us. All under companies that he personally owns and is on the articles of incorporation. A referral fee is only paid out to a customer if they refer another customer to us that has never conducted business with us in the past and comes in and purchases a vehicle from us. [redacted] owns all three companies he can not refer himself in to buy another vehicle? This is not just our policy but standard practice across any type of business that offers any kind of referral. We are very sorry for any misunderstandings but we will not be paying out any referrals to a repeat customer.