My name is *** *** and I am the President and General Manager of Orleans Ford Mercury Inc located in Medina NY. I have looked into this complaint and this is my response
Mr*** did purchase the car in question from my dealership on 4/26/In fact he started
shopping here on 9/19/Originally he was working with *** *** but he ended up purchasing the car in question from *** ***We keep accurate records on all email correspondence as well as phone conversationsMr *** started looking at Ford Flexs' but ended up purchasing a used Fusion Hybrid EnergiThe car had miles on it when he took it on 4/26/I spoke to *** *** who had numerous phone conversations with Mr*** and I aslo spoke to *** *** who was the Sales Manager on duty the night he agreed to purchase the car which was Friday 4/25/Both *** and *** assured me that Mr *** was told of the previous damage several timesIn fact......on 4/21/Mr *** was questioning what optional equipment the car has and at that time he was emailed a copy of the original window sticker which clearly shows that it was at one time a "damaged unit"This car was damaged in transit and what that means is that somewhere between the assembly plant and the original selling dealer that it was being shipped to the car was damagedThe car was then repaired per Ford Motor Company specifications by an independant Ford dealer and then sold at a dealer auction as a USED carThat is why the car was considered used when it was sold with only miles on itAgain.....my staff disclosed this verbally several times to Mr *** and we sent him an email disclosing the damage on 4/21/This car carries a full factory warranty as well
We try to provide the best customer service in the industry but we have no control over the actions of other Ford dealersIn other words.......the dealers that are refusing to do warranty work on this car are acting on their own and not on behalf of the Ford Motor Company or Orleans Ford Inc. Mr *** says he is concerned about the future of this car and problems he may face down the roadI would be glad to discuss extended warranty options with Mr *** or possibly trading the vehicle for one he has more confidence inWe are always interested in our customers overall satisfaction and will be glad to discuss this with Mr ***We will not repurchase the car and as far as trading it for an exact replacement.....it would be difficult to find another used Fusion Energi with miles and a new one is nearly $10,more
Sincerely,
*** ***, Pres
Orleans 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.
I was never informed of the previous damage, and a friend of mine was present both visits to dealer can also verify the same. Even when I called to question [redacted], she had no idea what I was talking about regarding previous damage. The disclosure of damage through email is a joke, the window sticker shows a line under OPTIONAL EQUIPMENT "TAG [redacted] DAMAGED UNIT" as if I am supposed to understand what that means and what damage there is. There was no mention of damage in any email, telephone, or in person communication beyond this small text in the window sticker. I've seen similar spec models brand new for around $35k which being brand New would have qualified for the $4k tax rebate.
Regards,
[redacted]
My name is *** *** and I am the President and General Manager of Orleans Ford Mercury Inc located in Medina NY. I have looked into this complaint and this is my response
Mr*** did purchase the car in question from my dealership on 4/26/In fact he started
shopping here on 9/19/Originally he was working with *** *** but he ended up purchasing the car in question from *** ***We keep accurate records on all email correspondence as well as phone conversationsMr *** started looking at Ford Flexs' but ended up purchasing a used Fusion Hybrid EnergiThe car had miles on it when he took it on 4/26/I spoke to *** *** who had numerous phone conversations with Mr*** and I aslo spoke to *** *** who was the Sales Manager on duty the night he agreed to purchase the car which was Friday 4/25/Both *** and *** assured me that Mr *** was told of the previous damage several timesIn fact......on 4/21/Mr *** was questioning what optional equipment the car has and at that time he was emailed a copy of the original window sticker which clearly shows that it was at one time a "damaged unit"This car was damaged in transit and what that means is that somewhere between the assembly plant and the original selling dealer that it was being shipped to the car was damagedThe car was then repaired per Ford Motor Company specifications by an independant Ford dealer and then sold at a dealer auction as a USED carThat is why the car was considered used when it was sold with only miles on itAgain.....my staff disclosed this verbally several times to Mr *** and we sent him an email disclosing the damage on 4/21/This car carries a full factory warranty as well
We try to provide the best customer service in the industry but we have no control over the actions of other Ford dealersIn other words.......the dealers that are refusing to do warranty work on this car are acting on their own and not on behalf of the Ford Motor Company or Orleans Ford Inc. Mr *** says he is concerned about the future of this car and problems he may face down the roadI would be glad to discuss extended warranty options with Mr *** or possibly trading the vehicle for one he has more confidence inWe are always interested in our customers overall satisfaction and will be glad to discuss this with Mr ***We will not repurchase the car and as far as trading it for an exact replacement.....it would be difficult to find another used Fusion Energi with miles and a new one is nearly $10,more
Sincerely,
*** ***, Pres
Orleans 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.
I was never informed of the previous damage, and a friend of mine was present both visits to dealer can also verify the same. Even when I called to question [redacted], she had no idea what I was talking about regarding previous damage. The disclosure of damage through email is a joke, the window sticker shows a line under OPTIONAL EQUIPMENT "TAG [redacted] DAMAGED UNIT" as if I am supposed to understand what that means and what damage there is. There was no mention of damage in any email, telephone, or in person communication beyond this small text in the window sticker. I've seen similar spec models brand new for around $35k which being brand New would have qualified for the $4k tax rebate.
Regards,
[redacted]