I received a call from the General Manager of the dealership today He was not at the store during my visit He apologized for the issue and agreed to honor the price listed on the internet I could not find a way to update this complaint through Revdex.com or anyone to speak with regarding this If it could be noted that a resolution has been reached between Oxmoor Ford and I Thanks, [redacted]
We did meet with Ms [redacted] and we were able to accommodate her wishes to trade out of her *** into the [redacted] that she chosen At this point we consider the matter resolved to her satisfaction!
This letter acknowledges receipt of a consumer complaint dated October 16, As you know, Oxmoor Ford Lincoln appreciates the opportunity to respond whenever a customer complaint is brought to my attention, I have reviewed the complaint and my files and offer the following in response: On or about July 21, Mr [redacted] visited Oxmoor Fotd Lincoln's Quick Lube to have the oil on his Ford Mustang changedAt that time, Mr [redacted] declined to have his brakes checked Ön August 8, Mr [redacted] returned to the dealership because the transmission was slipping in 3" and 4" gear, Mr [redacted] provided us with the parts to replace the clutch of his vehicle and the work was performed at a reduced price, The front brake pads were replaced and the rotors resurfacedUpon arrival, the engine light on his vehicle was on and was a Osensor code, which required further diagnosis, Mr [redacted] declined to have the diagnosis done, I have attached a copy of the service records, for Mr [redacted] 's reviewThe records show that Mr [redacted] engine light was on when he brought his vehicle in on August 8, it further shows that we serviced the front brakes only, and Mr [redacted] paid for the front brakes only While I regret that Mr [redacted] is dissatisfied, nothing further is due or owed in regards to this complaint Very Truly Yours, [redacted] ***
On Septafter the vehicle was stated to be fixed, I drove to the market and the door popped open againSo I immediately returned to the dealer on Sept24th and was told, Oh it must be the front latch.They also failed to mention that one of the service techs left a tool in the door This did not help my confidence in the dealer on top of going back and forth several time being told it is a different part Shouldn't they check everything the first time?? I have spent over $and still have a problem How much more is it going to cost? Regards, [redacted] ***
See attachment for original response.This letter acknowledges the receipt of a consumer complaint dated October 13, As you know, Oxmoor Collision Center appreciates the opportunity to respond whenever a customer complaint is brought to our attention,On or about August 15, 2016Ms [redacted] dropped off her Ford Fusion to repair a front cover that was damaged while in for repairs at Oxmoor Ford, Oxmoor Collision Center was instructed to paint the front cover and touch up the back deck lid trimWhen Ms [redacted] picked up her vehicle on August 19, she did not comment about the color not matching, Ms, [redacted] called back a few days later stating that she was not happy with the repairsShe returned the vehicle on August and was provided with a rental car at Oxmoor Collision Center's expense.The Fusion was ready for pick up on September 2", but Ms [redacted] did not pick up her vehicle until September The front cover matched better than the factory rear and Ms [redacted] did not complain at the time when she picked it up.Since Oxmoor Ford Lincoln has received the Revdex.com complaint I have attempted to call Ms [redacted] on October 14" and again on October 19, I have left messages both times and as of today have not heard back from her.Please ask Ms [redacted] contact me at ###-###-#### so Oxmoor Collision Center can address any concerns Ms [redacted] may have.Sincerely, [redacted] ***
This letter acknowledges receipt of a consumer complaint dated August 27, 2015, As you know, Oxmoor Ford Lincoln appreciates the opportunity to respond whenever a customer complaint is brought to my attention, On or about August 16, Mr [redacted] came to Oxmoor Ford Lincoln and purchased a Buick Enclave, Mr [redacted] paid cash for the vehicle and declined to purchase the Extended Warranty Oxmoor Ford Lincoln offered to him Oxmoor Ford Lincoln inspected Mr**'s vehicle prior to offering it for sale, We performed an oil change, replaced the tires and did a brake service including machining the rotorsThere was no indication of a faulty steering wheel, a leaking water pump or a transmission problemAfter the sale Mr [redacted] contacted Oxmoor Ford Lincolm regarding a burned out bulb, and was told to come to the dealership so we could take care of the bulbMr [redacted] has not been to Oxmoor Ford since his purchase Should you require further information please don’t hesitate to contact me Very Truly Yours, [redacted] General Manager
Revdex.com: I have reviewed the 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 [Provide details of why you are not satisfied with this resolutionPlease respond here While they are correct, after several calls, the mistake in the sales tax was taken care of but none of my other complaints were addressed And, as of Saturday August 15, you can still call their sales people and be told the same thing I was, (and the calls say they are recorded for quality assurance), they will quote you a payment and assure you that it is all inclusive That you don't have to go to the BMV, even in Indiana until it's time to renew your plates next year, that the payment they tell you is a quote, not an estimate, all you have to do is come in and sign the papers So obviously they don't mention that you won't get your paperwork to legally registered your vehicles until the day before your temporary tag expires, which in my case cost us a days wages I find this practice not just unethical but an outright SCAM! How many people have to go through this? No wonder they are not accredited by the Revdex.com! Regards, [redacted] ***
Revdex.com: 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 for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
This letter acknowledges receipt of Ms***'s complaint of July 24, As you know, Oxmoor Ford Lincoln appreciates the opportunity to respond whenever a customer complaint is brought to our attention,
I have investigated Ms***’s complaint and offer the following in response Oxmoor Ford
Lincoln did make a mistake of Only setting up 6% instead of 7% sales tax for IndianaOnce that mistake was discovered, a check was cut for the differenceIt appears that there was some miscommunication in regards to the excise taxSince the dealer is unable to calculate the exact amount of excise tax, it is always paid by the customer at the time of registration
The vehicle is now registered in IndianaWhile I regret that Ms, *** is unhappy with the deal process, nothing further is due or owed with regards to this transaction
If I may be off further assistance please do not hesitate to contact me
Sincerely, *** ***
This letter acknowledges receipt of a consumer complaint dated December 20, As you know, Oxmoor Ford Lincoln appreciates the opportunity to respond whenever a customer complaint is brought to my attention.On December 28, I contacted Ms*** via telephone and we came to the agreement
that Oxmoor Ford would cover half of the repair, and Mr*** would pay for the second half.Should you require further information please feel free to contact me at ###-###-####.Very Truly Yours,*** ***
This letter acknowledges the receipt of a consumer's complaint dated April 3, As you know, Oxmoor Ford Lincoln appreciates the opportunity to respond whenever a customer complaint is brought to our attention.I am happy to report that the issue has been resolved to Mrs***s full
satisfaction. Should you require further information please do not hesitate to contact me.SEE ATTACHMENT
They are liars the check engine light was not on before handThey told me I would have to pay for a diagnosis after their faulty repairI just didn't have proof until knowYou can contact *** *** Ford to show the person who put my clutch in crimped my wires for the OsensorsThe mechanic at Oxmoor caused the check engine light not that it had always been there.
The pinched a wire harness between the transmission and the engineThey owe to have this wire harness fixedI have evidence, I have an expert mechanic that looked at itThe only way that could have been discovered was to take the transmission off againIf the wire harness has nothing to do with the Osensors fineOxmoor still needs to fix that wire harness
Ms*** is correct in that she has serviced her ***, which was purchased elsewhere, times with us here at Silko Honda. The first visit, when the ***, had 8,miles on March 23, 2007, with the last visit being on October 7, with an odometer reading of 182,
miles. Over the eight plus year period, we have only four (4) repair orders that have dealt with the rear slidding doors. The first visit regarding the doors took place on March 15, 2013, with an odometer reading of 146,miles, and our technician diagnosed, and replaced, the right rear door closer motor and a part refered to as a center door roller. This was the only complaint and repair made to the right rear door. On September 20, the second visit occured, with an odometer reading of 180,miles, Ms*** brought her *** to us complaining of an issue with the left rear door. Our technician diagnosed a failure with the left rear door assembly. We ordered the part for her and the repair was completed on September 24, during visit number three. The fourth and last visit occured on October 7, 2014, with an odometer reading of 182,and a complaint that the left rear door had stopped working. Our technician diagnosed the issue to be a malfunctioning left rear sliding door front latch. Ms*** declined this repair. It was the last time that we had seen or heard from her. All of the work that we perform comes with a one year/12,mile parts and labor warranty. However, there is no warranty for work not performed. Additionally, it should be noted that the vehicle was covered by a month/36,mile warranty from *** *** at the time of purchase. In short, she is far out of any warranty that would cover problems that she is now experiencing with a vehicle that was purchased on October 31, 2006. We are more than happy to continue to service her *** with the understanding that we will honor the warranty that comes with all of our work, but can not be held responsible for issues that we have not addressed or that time and/or mileage has passed by
We have received notification of the customer's rejection of our answer to her complaint, but there is no text detailing her reply, therefore there is nothing for us to add at this point
Ms*** did purchase a Honda Accord with 74,miles on it, along with her mother as cosigner, on Saturday, 10/1/ At the time of purchase, both of them did sit with *** *** to process all of the required state and federal documents, all finance contracts and to also go over
additional options One of those options was a policy that would cover mechanical and technical failures on the vehicle Ms*** did opt to purchase that coverage On Thursday, 10/5, her mother called and spoke with Ms*** and proceeded to hang up on Ms*** It was explained that there is a cancellation process that simply requires them to come in and sign a cancellation form, as it can not be done over the phone Copies of that cancellation form need to not only go to the insurance carrier that backs the contract but also to the bank that holds the finance contract for the entire purchase, including the optional coverage We are expecting Ms*** and her mother in today to sign the required forms to elminate their coverage and revert back to the state mandated "Lemon Law" coverage If there is anything additional that Ms*** has questions on she should not hesitate to reach out to us
Please add your rejection comments below.I very much appreciate the quick response, however aside from you recognizing through your Vehicle Identification Search that I did not purchase the vehicle there, I did not receive the answer that I requested. My question is once again, why was my vehicle diagnosed on 09/20/14 on Repair Order number [redacted], as well as being charged 485.46 for the alleged diagnosis, and to return to the dealership on 10/04/14 (2 weeks later) with the vehicle exhibiting the same issue? On 10/04/15 Repair Order number [redacted] I was being told the front latch on the same door for the same issue. My instincts tell me this was an incorrect diagnosis at my expense. Once again, I need an explanation and this repair taken care of. I do not intend to let this pass since my safety has been compromised with the left door and Il know this repair was incorrectly diagnosed. In plain terms, your technician replaced one latch and two weeks later, wants to change another at my expense. I am willing to pay something for the correct repair, however I would like to be credited for the incorrect diagnosis as well as the incorrect repair. I have fully met and exceeded the maintenance requirements for this vehicle according to American Honda guidelines, the mileage should be irrelevant to an authorized dealer.
Regards,
[redacted]
On July 6, 2015 Ms [redacted] did enter into a purchase and sale agreement to buy a 2016 [redacted]X in white. At the time of the agreement we did make her aware that vehicle was not on our lot and was in the shipment process. [redacted] builds all of the [redacted]s in [redacted]. After production at...
the plant, they travel by rail to a port and then are shiped via boat to [redacted]. Once in **, the vehicles under go additional quality control inspections before finally being shiped via over the road car carriers to the dealership. [redacted] has been experiencing shipping delays from this plant since it opened that have impacted dealers across the country and we are no exception. In the case of the specific vehicle that Ms [redacted] was waiting for, we did keep her abreast of it's journey with the best information that [redacted] provides us with. The vehicle then disappeared from our inventory reports ([redacted] provides these reports for their dealers...it is [redacted] that produces them, not the dealers.) and a call was promptly made to the zone office, which for this part of the country is in [redacted]. The traffic coordinator in that office looked into it for us and when she got back us, we were informed that the vehicle had suffered damage and could not be delivered to us. That is why it vanished from our reports. They offered us a replacement vehicle which currently is showing an October delivery. While this may not make sense to Ms. [redacted], it does us no good not to sell her a vehicle. She has not suffered a lack of customer service as we have kept her up to date on a situation that is out of our control. [redacted]s are in very short supply nationally and every dealer is in the same position which is having unfulfilled orders. If we could get her the vehcile and complete the transaction that would clearly be in both our best interest financially and her best interest as well. But we can not give her something that does not exist. We have offered her a complete refund of her deposit which she has refused. In closing, we are very sympathetic as it is costing us a sale and is not helping her transportation needs. But there is truly nothing that we can do. If this was an issue that we had caused we certainly would own it. But it is not. This is an issue that [redacted] has regarding the limited production, and slow shipping process, of the [redacted] models.
On Sept. 24 after the vehicle was stated to be fixed, I drove to the market and the door popped open again. So I immediately returned to the dealer on Sept. 24th and was told, Oh it must be the front latch.They also failed to mention that one of the service techs left a tool in the door. This did not help my confidence in the dealer on top of going back and forth several time being told it is a different part. Shouldn't they check everything the first time?? I have spent over $1000. and still have a problem. How much more is it going to cost?
Regards,
[redacted]
This letter acknowledges receipt of Mr. [redacted]’s complaint of October 13, 2015. As you know, Oxmoor Ford Lincoln appreciates the opportunity to respond
whenever a customer complaint is brought to our attention.
I am happy to report that check #[redacted] in the amount of $250.00 will be mailed by...
tomorrow. I hope the [redacted]’s are enjoying their new vehicle.
If I may be of further assistance please do not hesitate to contact me.
Sincerely,
[redacted]
General Manager
This letter acknowledges receipt of a consumer complaint dated August 27, 2015, As you know, Oxmoor Ford Lincoln appreciates the opportunity to respond whenever a customer complaint is brought to my attention,
On or about August 16, 2015 Mr. [redacted] came to Oxmoor Ford Lincoln and purchased...
a 2010 Buick Enclave, Mr. [redacted] paid cash for the vehicle and declined to purchase the Extended Warranty Oxmoor Ford Lincoln offered to him.
Oxmoor Ford Lincoln inspected Mr. **'s vehicle prior to offering it for sale, We performed an oil change, replaced the tires and did a brake service including machining the rotors. There was no indication of a faulty steering wheel, a leaking water pump or a transmission problem. After the sale Mr. [redacted] contacted Oxmoor Ford Lincolm regarding a burned out bulb, and was told to come to the dealership so we could take care of the bulb. Mr. [redacted] has not been to Oxmoor Ford since his purchase.
Should you require further information please don’t hesitate to contact me.
Very Truly Yours,
[redacted]
General Manager
I received a call from the General Manager of the dealership today He was not at the store during my visit He apologized for the issue and agreed to honor the price listed on the internet I could not find a way to update this complaint through Revdex.com or anyone to speak with regarding this If it could be noted that a resolution has been reached between Oxmoor Ford and I Thanks, [redacted]
We did meet with Ms [redacted] and we were able to accommodate her wishes to trade out of her *** into the [redacted] that she chosen At this point we consider the matter resolved to her satisfaction!
This letter acknowledges receipt of a consumer complaint dated October 16, As you know, Oxmoor Ford Lincoln appreciates the opportunity to respond whenever a customer complaint is brought to my attention, I have reviewed the complaint and my files and offer the following in response: On or about July 21, Mr [redacted] visited Oxmoor Fotd Lincoln's Quick Lube to have the oil on his Ford Mustang changedAt that time, Mr [redacted] declined to have his brakes checked Ön August 8, Mr [redacted] returned to the dealership because the transmission was slipping in 3" and 4" gear, Mr [redacted] provided us with the parts to replace the clutch of his vehicle and the work was performed at a reduced price, The front brake pads were replaced and the rotors resurfacedUpon arrival, the engine light on his vehicle was on and was a Osensor code, which required further diagnosis, Mr [redacted] declined to have the diagnosis done, I have attached a copy of the service records, for Mr [redacted] 's reviewThe records show that Mr [redacted] engine light was on when he brought his vehicle in on August 8, it further shows that we serviced the front brakes only, and Mr [redacted] paid for the front brakes only While I regret that Mr [redacted] is dissatisfied, nothing further is due or owed in regards to this complaint Very Truly Yours, [redacted] ***
On Septafter the vehicle was stated to be fixed, I drove to the market and the door popped open againSo I immediately returned to the dealer on Sept24th and was told, Oh it must be the front latch.They also failed to mention that one of the service techs left a tool in the door This did not help my confidence in the dealer on top of going back and forth several time being told it is a different part Shouldn't they check everything the first time?? I have spent over $and still have a problem How much more is it going to cost? Regards, [redacted] ***
See attachment for original response.This letter acknowledges the receipt of a consumer complaint dated October 13, As you know, Oxmoor Collision Center appreciates the opportunity to respond whenever a customer complaint is brought to our attention,On or about August 15, 2016Ms [redacted] dropped off her Ford Fusion to repair a front cover that was damaged while in for repairs at Oxmoor Ford, Oxmoor Collision Center was instructed to paint the front cover and touch up the back deck lid trimWhen Ms [redacted] picked up her vehicle on August 19, she did not comment about the color not matching, Ms, [redacted] called back a few days later stating that she was not happy with the repairsShe returned the vehicle on August and was provided with a rental car at Oxmoor Collision Center's expense.The Fusion was ready for pick up on September 2", but Ms [redacted] did not pick up her vehicle until September The front cover matched better than the factory rear and Ms [redacted] did not complain at the time when she picked it up.Since Oxmoor Ford Lincoln has received the Revdex.com complaint I have attempted to call Ms [redacted] on October 14" and again on October 19, I have left messages both times and as of today have not heard back from her.Please ask Ms [redacted] contact me at ###-###-#### so Oxmoor Collision Center can address any concerns Ms [redacted] may have.Sincerely, [redacted] ***
This letter acknowledges receipt of a consumer complaint dated August 27, 2015, As you know, Oxmoor Ford Lincoln appreciates the opportunity to respond whenever a customer complaint is brought to my attention, On or about August 16, Mr [redacted] came to Oxmoor Ford Lincoln and purchased a Buick Enclave, Mr [redacted] paid cash for the vehicle and declined to purchase the Extended Warranty Oxmoor Ford Lincoln offered to him Oxmoor Ford Lincoln inspected Mr**'s vehicle prior to offering it for sale, We performed an oil change, replaced the tires and did a brake service including machining the rotorsThere was no indication of a faulty steering wheel, a leaking water pump or a transmission problemAfter the sale Mr [redacted] contacted Oxmoor Ford Lincolm regarding a burned out bulb, and was told to come to the dealership so we could take care of the bulbMr [redacted] has not been to Oxmoor Ford since his purchase Should you require further information please don’t hesitate to contact me Very Truly Yours, [redacted] General Manager
Revdex.com: I have reviewed the 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 [Provide details of why you are not satisfied with this resolutionPlease respond here While they are correct, after several calls, the mistake in the sales tax was taken care of but none of my other complaints were addressed And, as of Saturday August 15, you can still call their sales people and be told the same thing I was, (and the calls say they are recorded for quality assurance), they will quote you a payment and assure you that it is all inclusive That you don't have to go to the BMV, even in Indiana until it's time to renew your plates next year, that the payment they tell you is a quote, not an estimate, all you have to do is come in and sign the papers So obviously they don't mention that you won't get your paperwork to legally registered your vehicles until the day before your temporary tag expires, which in my case cost us a days wages I find this practice not just unethical but an outright SCAM! How many people have to go through this? No wonder they are not accredited by the Revdex.com! Regards, [redacted] ***
Revdex.com: 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 for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
This letter acknowledges receipt of Ms***'s complaint of July 24, As you know, Oxmoor Ford Lincoln appreciates the opportunity to respond whenever a customer complaint is brought to our attention,
I have investigated Ms***’s complaint and offer the following in response Oxmoor Ford
Lincoln did make a mistake of Only setting up 6% instead of 7% sales tax for IndianaOnce that mistake was discovered, a check was cut for the differenceIt appears that there was some miscommunication in regards to the excise taxSince the dealer is unable to calculate the exact amount of excise tax, it is always paid by the customer at the time of registration
The vehicle is now registered in IndianaWhile I regret that Ms, *** is unhappy with the deal process, nothing further is due or owed with regards to this transaction
If I may be off further assistance please do not hesitate to contact me
Sincerely, *** ***
This letter acknowledges receipt of a consumer complaint dated December 20, As you know, Oxmoor Ford Lincoln appreciates the opportunity to respond whenever a customer complaint is brought to my attention.On December 28, I contacted Ms*** via telephone and we came to the agreement
that Oxmoor Ford would cover half of the repair, and Mr*** would pay for the second half.Should you require further information please feel free to contact me at ###-###-####.Very Truly Yours,*** ***
This letter acknowledges the receipt of a consumer's complaint dated April 3, As you know, Oxmoor Ford Lincoln appreciates the opportunity to respond whenever a customer complaint is brought to our attention.I am happy to report that the issue has been resolved to Mrs***s full
satisfaction. Should you require further information please do not hesitate to contact me.SEE ATTACHMENT
They are liars the check engine light was not on before handThey told me I would have to pay for a diagnosis after their faulty repairI just didn't have proof until knowYou can contact *** *** Ford to show the person who put my clutch in crimped my wires for the OsensorsThe mechanic at Oxmoor caused the check engine light not that it had always been there.
The pinched a wire harness between the transmission and the engineThey owe to have this wire harness fixedI have evidence, I have an expert mechanic that looked at itThe only way that could have been discovered was to take the transmission off againIf the wire harness has nothing to do with the Osensors fineOxmoor still needs to fix that wire harness
Ms*** is correct in that she has serviced her ***, which was purchased elsewhere, times with us here at Silko Honda. The first visit, when the ***, had 8,miles on March 23, 2007, with the last visit being on October 7, with an odometer reading of 182,
miles. Over the eight plus year period, we have only four (4) repair orders that have dealt with the rear slidding doors. The first visit regarding the doors took place on March 15, 2013, with an odometer reading of 146,miles, and our technician diagnosed, and replaced, the right rear door closer motor and a part refered to as a center door roller. This was the only complaint and repair made to the right rear door. On September 20, the second visit occured, with an odometer reading of 180,miles, Ms*** brought her *** to us complaining of an issue with the left rear door. Our technician diagnosed a failure with the left rear door assembly. We ordered the part for her and the repair was completed on September 24, during visit number three. The fourth and last visit occured on October 7, 2014, with an odometer reading of 182,and a complaint that the left rear door had stopped working. Our technician diagnosed the issue to be a malfunctioning left rear sliding door front latch. Ms*** declined this repair. It was the last time that we had seen or heard from her. All of the work that we perform comes with a one year/12,mile parts and labor warranty. However, there is no warranty for work not performed. Additionally, it should be noted that the vehicle was covered by a month/36,mile warranty from *** *** at the time of purchase. In short, she is far out of any warranty that would cover problems that she is now experiencing with a vehicle that was purchased on October 31, 2006. We are more than happy to continue to service her *** with the understanding that we will honor the warranty that comes with all of our work, but can not be held responsible for issues that we have not addressed or that time and/or mileage has passed by
We have received notification of the customer's rejection of our answer to her complaint, but there is no text detailing her reply, therefore there is nothing for us to add at this point
Ms*** did purchase a Honda Accord with 74,miles on it, along with her mother as cosigner, on Saturday, 10/1/ At the time of purchase, both of them did sit with *** *** to process all of the required state and federal documents, all finance contracts and to also go over
additional options One of those options was a policy that would cover mechanical and technical failures on the vehicle Ms*** did opt to purchase that coverage On Thursday, 10/5, her mother called and spoke with Ms*** and proceeded to hang up on Ms*** It was explained that there is a cancellation process that simply requires them to come in and sign a cancellation form, as it can not be done over the phone Copies of that cancellation form need to not only go to the insurance carrier that backs the contract but also to the bank that holds the finance contract for the entire purchase, including the optional coverage We are expecting Ms*** and her mother in today to sign the required forms to elminate their coverage and revert back to the state mandated "Lemon Law" coverage If there is anything additional that Ms*** has questions on she should not hesitate to reach out to us
Please add your rejection comments below.I very much appreciate the quick response, however aside from you recognizing through your Vehicle Identification Search that I did not purchase the vehicle there, I did not receive the answer that I requested. My question is once again, why was my vehicle diagnosed on 09/20/14 on Repair Order number [redacted], as well as being charged 485.46 for the alleged diagnosis, and to return to the dealership on 10/04/14 (2 weeks later) with the vehicle exhibiting the same issue? On 10/04/15 Repair Order number [redacted] I was being told the front latch on the same door for the same issue. My instincts tell me this was an incorrect diagnosis at my expense. Once again, I need an explanation and this repair taken care of. I do not intend to let this pass since my safety has been compromised with the left door and Il know this repair was incorrectly diagnosed. In plain terms, your technician replaced one latch and two weeks later, wants to change another at my expense. I am willing to pay something for the correct repair, however I would like to be credited for the incorrect diagnosis as well as the incorrect repair. I have fully met and exceeded the maintenance requirements for this vehicle according to American Honda guidelines, the mileage should be irrelevant to an authorized dealer.
Regards,
[redacted]
On July 6, 2015 Ms [redacted] did enter into a purchase and sale agreement to buy a 2016 [redacted]X in white. At the time of the agreement we did make her aware that vehicle was not on our lot and was in the shipment process. [redacted] builds all of the [redacted]s in [redacted]. After production at...
the plant, they travel by rail to a port and then are shiped via boat to [redacted]. Once in **, the vehicles under go additional quality control inspections before finally being shiped via over the road car carriers to the dealership. [redacted] has been experiencing shipping delays from this plant since it opened that have impacted dealers across the country and we are no exception. In the case of the specific vehicle that Ms [redacted] was waiting for, we did keep her abreast of it's journey with the best information that [redacted] provides us with. The vehicle then disappeared from our inventory reports ([redacted] provides these reports for their dealers...it is [redacted] that produces them, not the dealers.) and a call was promptly made to the zone office, which for this part of the country is in [redacted]. The traffic coordinator in that office looked into it for us and when she got back us, we were informed that the vehicle had suffered damage and could not be delivered to us. That is why it vanished from our reports. They offered us a replacement vehicle which currently is showing an October delivery. While this may not make sense to Ms. [redacted], it does us no good not to sell her a vehicle. She has not suffered a lack of customer service as we have kept her up to date on a situation that is out of our control. [redacted]s are in very short supply nationally and every dealer is in the same position which is having unfulfilled orders. If we could get her the vehcile and complete the transaction that would clearly be in both our best interest financially and her best interest as well. But we can not give her something that does not exist. We have offered her a complete refund of her deposit which she has refused. In closing, we are very sympathetic as it is costing us a sale and is not helping her transportation needs. But there is truly nothing that we can do. If this was an issue that we had caused we certainly would own it. But it is not. This is an issue that [redacted] has regarding the limited production, and slow shipping process, of the [redacted] models.
On Sept. 24 after the vehicle was stated to be fixed, I drove to the market and the door popped open again. So I immediately returned to the dealer on Sept. 24th and was told, Oh it must be the front latch.They also failed to mention that one of the service techs left a tool in the door. This did not help my confidence in the dealer on top of going back and forth several time being told it is a different part. Shouldn't they check everything the first time?? I have spent over $1000. and still have a problem. How much more is it going to cost?
Regards,
[redacted]
This letter acknowledges receipt of Mr. [redacted]’s complaint of October 13, 2015. As you know, Oxmoor Ford Lincoln appreciates the opportunity to respond
whenever a customer complaint is brought to our attention.
I am happy to report that check #[redacted] in the amount of $250.00 will be mailed by...
tomorrow. I hope the [redacted]’s are enjoying their new vehicle.
If I may be of further assistance please do not hesitate to contact me.
Sincerely,
[redacted]
General Manager
This letter acknowledges receipt of a consumer complaint dated August 27, 2015, As you know, Oxmoor Ford Lincoln appreciates the opportunity to respond whenever a customer complaint is brought to my attention,
On or about August 16, 2015 Mr. [redacted] came to Oxmoor Ford Lincoln and purchased...
a 2010 Buick Enclave, Mr. [redacted] paid cash for the vehicle and declined to purchase the Extended Warranty Oxmoor Ford Lincoln offered to him.
Oxmoor Ford Lincoln inspected Mr. **'s vehicle prior to offering it for sale, We performed an oil change, replaced the tires and did a brake service including machining the rotors. There was no indication of a faulty steering wheel, a leaking water pump or a transmission problem. After the sale Mr. [redacted] contacted Oxmoor Ford Lincolm regarding a burned out bulb, and was told to come to the dealership so we could take care of the bulb. Mr. [redacted] has not been to Oxmoor Ford since his purchase.
Should you require further information please don’t hesitate to contact me.
Very Truly Yours,
[redacted]
General Manager