Soerens Ford, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The person who responded back to this message is lying in a sense a bout this case. They were aware of the check engine light the time I took the car to Sorens for the 1st AC inspection. I told the sales man [redacted] and also I email him with a note before I even set the appointment for the 1st inspections. He even said that he sent my email to his manger for review. The day they did the 1st inspection in April they knew they just didn't wanted to check on it of course. They just quoted the ac repair and that was it but if the look at the actual paper work for that 1st inspection the tech when you check in the car noted in the paper that I mentioned to them there was an issue with the light and that they will discuss to [redacted] to get it check why did not do that I am not sure. Also when I got the quote that same day I spoke to [redacted] about this and he just kept insisting that I did not mention when I was very specific that the paper said it to be check and the tech was supposed to tell him as well as it was in the paper they could see that. Also when I took the car to the tech they refered to fix the AC in oakcreek he was well aware that  there were issues with codes on the car and he had mentioned that he spoke to Sorens and they would not fix. Also [redacted] advised me they had 90 warranty on their used cars when my paper I know it said as is but he mentioned that to me. If they fixed a cam sensor they didn't even mentioned that to me.. when I bought the Jeep. They were well aware of me claiming the issue with the check engine light of course they will deny that.. I have been having issues with the light after I bought the car, I know is 150k miles car but that doesn't mean that has to be bad or issues have to happen with it. I am not asking for a favor here I am asking that they need to repair this as it well to obvious that the light came in weeks after I bought the car, this light can be deleted and they will come back for that reason they know that and any mechanic knows that. Also there is another lie that I was never offered by anyone nor the dealer or the sales rep that I could take the car to any mechanic for inspection. No one offered me that how am I going to know that. I haven't purchased one car from this guys I have purchased 4 CARS ! how much revenue is that! and they are refusing to pay for a repair they should be responsible an issue with the CATALITIC CONVERTER that [redacted] their outside mechanic advised them I had and the other issue is a trans over temp issue that [redacted] saw the 1st time he saw the jeep for the AC and again when I went to get the ac fixed he saw that again. In fact how I know when you delete the codes that they come back because [redacted] deleted it the 1st time I went there and two weeks after that it came back!!!!! The trans over temp I have done the research and just an issue this jeep suffer from and it goes away with a new computer, why would I have to pay for this, they must have known all sales cars dealers check their cars to avoid issues like this and customers coming back at least big dealers like Sorens shouldn't be trying to scam people or take them like they did with me and the Jeep. I am not asking for anything simpler that fixing the two issues, catalitic and what ever involve the catalitic and the trans over temp issue with a replacement computer. YES I am very frustrated I trusted SORENS for this car and their tech on what he signed off on the window sticker. In fact all dealers when you look at the sticker they never mark that something is wrong... I am not a rookie buying cars I am not certified mechanic but I know my way around the cars and I do my research. I am requesting them to fix what is wrong in the car and this will be case done. Otherwise I will have to look for additional help so that this issues wont happen to future Sorens customers. Selling is the only thing that matters to them in my case, is like screw you once you drive of the lot. I did a loan to get this jeep  meaning that I am paying for this if I was rich I would have purchase it cash and would have not asked for them to fix their mistake selling a car that was not fully operational but they still sold it to me. Sorens needs to fix this as there is proof of me complaining about it with [redacted] their sales rep and [redacted] their outside mechanic who saw the code and the Jeep.m June 15 [redacted] emailed me that all cars have 90 day power train warranty and I was never aware of that cause no one mentioned to me when I bought it. You can ask [redacted] for all of the email if you like. 
Regards,
[redacted]

This is in response to a complaint (ID # [redacted]) filed in your office by a Ms. [redacted]. When Ms. [redacted] purchased the vehicle, she asked to have a sunroof installed. The company that we used to install Ms. [redacted]’s sunroof is a company that we have used for a number of years. We...

use them because they provide quality products and service and I don’t know that I remember a time that we have ever had an issue with the work that they have performed. With that said, we agree with Ms. [redacted] that the vehicle was not returned to us clean the way it typically is. There were spots on the driver’s seat, metal filings in the cup holder and caulk or sealant on the roof. We should have inspected the vehicle and had those areas cleaned up before Ms. [redacted] picked up her vehicle. The additional cosmetic flaws that Ms. [redacted] points out are things that we believe were on the vehicle when it was first delivered and not the result of having the sunroof installed. However, because of the circumstances, we agreed to take care of these additional cosmetic flaws in an effort to satisfy Ms. [redacted].  Once the repairs were made the vehicle was delivered back to Ms. [redacted] in a well-lit indoor delivery area and Ms. [redacted] agreed that everything that needed to be corrected was corrected. Ms. [redacted] then asked if we would repaint the hood of the vehicle for her inconvenience. Since we had already made additional cosmetic repairs that had nothing to do with the installation of the sunroof we said no.  Ms. [redacted] then asked for her money back and we said no. We can appreciate Ms. [redacted]’s frustration but for her to say that she has no confidence in the vehicle seems a bit out of line since all of her concerns were cosmetic and not mechanical. At this point we have corrected all of the things that she asked and we feel that we have gone above and beyond in trying to satisfy Ms. [redacted]. If she is having trouble with the sunroof shade we will make arrangements to have it corrected. If Ms. [redacted] would like to get out of the vehicle we would be happy to trade her out of it. Unfortunately, we will not refund Ms. [redacted]’s money. [redacted]Soerens Ford###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Seems that Mr [redacted] has not been reading my concerns and comments about my claim. He keeps insisting I was offered to take the car to a mechanic BEFORE I PURCHASED IT. LET ME BE CLEAR [redacted] NEVER OFFERED ME TO TAKE THE CAR TO ANY MECHANIC NOR YOU OR ANY OR YOUR REPRESENTATIVES AT THE DEALER. Again I did signed the paper of as is as you say. When you responded last message about Sorens fixing the CAM sensor why was I never informed of any issues fixed on the car before I purchased it. You responded that when the cam sensor was fixed codes were deleted, you wrote codes... I am not sure what part of my last email to you did not understand cause I have been very clear in all of this matter and you keep insisting that is my FAULT or PROBLEM. YOU HAVE TO UNDERSTAND IF YOUR TECH HECTOR TOVAR  SIGNED THE WISCONSIN BUYER GUIDE STICKER YOU PUT ON THE CAR SAYING THERE WAS NO ISSUES WITH THE CAR IN ANY SENSE AND THE AC WAS COMPLETELY FIXED, I don't accept that there was not an issue with the other codes. You can certainly speak to [redacted] , [redacted] , DAN or any one knowing this case as you clearly don't seem to understand nor read my last email but only focus in what you claim is the issue. I am requesting SORENS TO BE RESPONSIBLE FOR THE ISSUE WITH THE CAR CLAIMED IS THIS IS SOMETHING THAT MOST HAVE BEEN GOING ON FOR SOME TIME, YOU CAN DENY WHAT EVER YOU WANT BECAUSE YOU DONT WANT TO BE RESPONSIBLE BUT THE FACT IS THAT AS YOU MENTIONED YOU FIX THE CAM AND TOOK CARE OF THE CODES AFTER THAT CLEARING THEM IS WHAT YOU WROTE. SORENS DID NOT OFFERED ME ANYTHING RELATED TO TAKING THE CAR TO ANY MECHANIC, THEY DID NOT MENTIONED ANYTHING ABOUT BUYING IT AS IS UNTIL I WAS THERE TO SING ON THE CAR. THE POINT HERE IS THAT THEY SIGNED OFF THE AC WAS WORKING FINE TELLS ME THAT THEY MUST HAVE KNOW ABOUT OTHER ISSUES THEY JUST WANTED TO SELL. YOU CAN CLAIM YOU DID NOT DELETED THE CODES BUT YOU MENTIONED WE TOOK CARE AFTER WE FIXED THE CAM. IT IS FRUSTRATING TO BUY A CAR AND AFTER A FEW WEEKS OF USING IT KNOWING SOMETHING IS WRONG AND IS COSTLY ! AS I MENTIONED BEFORE I DID NOT BROUGHT IT UP UNTIL THE AC WAS TRIED TO BE USED AND WAS NOT WORKING IS WHEN I BROUGHT IT UP TO [redacted] KRAUT SALES PERSON, HE IS WARE HE HAS EMAIL FROM ME AND YOU CAN DISCUSS THAT WITH HIM, HE EVEN AGAIN SAID THERE WAS A 90 DAY POWER TRAIN WARRANTY AND I HAVE HIS EMAIL YOU SHOULD TOO. WHY HE WOULD MENTION THAT TO ME NOW... WHY WAS I NOT TOLD AND HAVE ME SIGNED AS IS PAPERS? YOU AND YOUR TEAM ARE NOT CLEARLY IN THE SAME PAGE... You need to escalate this situation to your superior and have them take care of this mistake SORENS was part of. Again I am not just a one time customer there 4 cars purchased. I dint buy this car because it was pretty , bought because I looked at it appeared to be good, had the sales rep [redacted] confident! and been a previous customer thought Sorens word was good enough to believe I was ok if I get the JEEP. Again you need to call [redacted] your outside mechanic and have him take care of this issues as soon as possible. This is the car my kids will go to school and the car my wife drives daily I make you responsible [redacted]  AND SORENS FOR THEIR SAFETY. If you clearly can't make the decision escalate this to the president, owner or higher level personnel. I deeply regret to have to take this step but you leave me no choice. I will encourage every one I know and reads this that they can be heard via this methods and other media related methods. Is is sad that I have to make payments on this car with sacrifice and not been able to fix it because dealers like you. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

I am writing in response to a complaint (ID [redacted]) filed in your office by a Mr. [redacted]. When we inspected this vehicle on November 14th 2016 the vehicle passed our safety inspection and there were no concerns with the air conditioning or with a check engine light. Mr....

[redacted] states that when he tested the vehicle in February of 2017 he was unable to test the AC because of the temperature outside. We explained to Mr. [redacted] that the AC had been looked at in November of 2016 and at that time had checked out OK and that if he did purchase the vehicle and there was a concern with the AC we would take care of it. When the weather warmed up Mr. [redacted] contacted us and advised us that the AC was not working properly so we had the AC checked out and in fact found that there was a leak. We took care of the entire cost of the repair as we had told Mr. [redacted] we would when he first looked at the vehicle. In regards to the check engine light. We do not clear codes for the sake of turning off a light and as a matter of fact we do not even check for codes during the inspection process unless there is a light on at the time. On this vehicle, we did have a check engine light come on 6 weeks after we had done our initial inspection and we had it repaired. We sublet the repair to a local garage and they replaced the cam sensor. At that time, there was no indication of any additional concerns.  Mr. [redacted] had not even made us aware of any check engine light concerns until just recently when we were getting the AC repaired. There are any number of things that will cause a check engine light to come and we are confident that his current problem developed after he purchased the vehicle. Unfortunately, we are not willing to assist in the repairs of the check engine light. I can appreciate the fact that Mr. [redacted] is frustrated but the vehicle he purchased is a used vehicle with over 149000 miles. He had the opportunity to have the vehicle inspected by a mechanic of his choice and he declined. He was well aware that the vehicle was sold “AS IS - AS SHOWN” when he purchased it and he even states that in the complaint. I’m not sure why he would feel that we should be responsible for a repair of a problem that developed long after he purchased the vehicle. He voiced a concern about the AC before he purchased the vehicle and we took care of the repair just as we had agreed to.  I have attached copies of the sales contract and disclosure that both state the vehicle is sold AS IS - AS SHOWN and are signed by Mr. [redacted] along with the mechanical evaluation waiver also signed by Mr. [redacted]. Thank you for giving us the opportunity to answer this complaint and if you have any addition questions please do not hesitate to call. Sincerely,  [redacted]Service ManagerSoerens Ford

I have been a customer at Soerens for the past 7 years and have typically had favorable experiences. We dropped our vehicle off for repair due to the check engine light displaying Tuesday, November 11th. My husband had to leave to go out of town on business and left instructions for Soerens to contact him directly with their findings. He was contacted on Wednesday, November 12th and told that repairs were needed totaling $900. My husband was contacted again on Friday, November 14th and told that it was going to cost another $300 and the car wouldn't be ready until the following Tuesday. Because my husband was traveling back home that afternoon, I contacted Soerens' service department in an effort to understand why the repair on my vehicle was not completed and to understand why the original quote issued was not going to be $300 higher. The person I spoke to, [redacted], was extremely rude when I expressed concern over the changing amounts and due date. I told him that I couldn't believe that we was speaking to me in the manner he was and that I told him I was going to file a complaint with the Revdex.com and his response was, "Do whatever you have to lady". Throughout the short conversation, he continued to refer to me as "lady", rather than using my name even though I corrected him.
I work in the retail industry with customers all day long and would NEVER dream of treating someone this way. We will not return to this business for service aqnd plan to further advise consumers on the poor customer service and deceptive repair means. There are currently other co0nsumer reviews out on social media expressing the same concerns as I have expressed.