Spradley Barr Ford Lincoln of Greeley Inc

Several incorrect statements in the newest response from the customerThe vehicle wasn't just "stored" on the back lotIt was tested between 20-times to try and duplicate the issue while at our facilitytimes by the sales manager himselfHis original days has grown to And The service manager offered all the things in my first response BEFORE he contacted youNot after as he claimsThe customers exact words were I will not bring it back I'm contacting the Better Business BereauI believe we have that call recorded if someone wants to come listen to itWe wish him luck at *** ford in duplicating the problemAs you see: He did not dispute that he agreed to the work or that it was our "best guess" at fixing itSo we feel we have in good faith tried to fix the problem with approval and tried to return to the problem with generosity after the initial fix did not workSo if he chooses to go elsewhere it is not our responsibility to do anything further. Thank you.Mark

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** Griffiths

We are working with the customer trying to resolve the issue

Complaint: ***
I am rejecting this response because: The dealership obviously failed to read the documentation I provided it was not the brakes that were the issue it was the integrated trailer brake control moduleThey also sold me a truck that was not detailed and had an open recall on it from ***Also not my fault I cannot keep track of paperwork and I didn't hold aything over their heads I returned the first power of attorney next day air and they filled out the second one wrong
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The service manger never returned my call in DecemberI was billed for work that was not done, example cargo light received no attention, but I still payed for itits pretty hard for me to confirm any of the other work was done, and done properly.The sales manger told me the problem had been isolated and repaired by the technicianThe lack of competence and time frame taken to charge me $3,is something I have never experienced form fordI will not return my truck to the Greeley shop even if all other shops in the state closeGreeley can send all their late concern to the *** shop pay for the bill and let them finish their work
Regards,
*** ***

Spradley Barr has repaired the scratch that was noticed at time of delivery and have followed through with what we committed to do on the original issueThe *** was in a collision in which the customer has confirmed just after he had purchased itThe additional issues the customer noticed was not noticed until weeks had passed and the *** had been repaired/returned from ***’s Collision CenterNeither side took pictures when the *** was dropped off so who is right? Addressing the equipment and window sticker that has been brought upColorado law requires the window sticker to be displayed on the vehicle up until the time of sale. ***s, the window sticker is displayed in the passenger side window since it is a two door sports car so that a customer can review the equipment during the vehicle selection process and know what the factory equipment isAfter the customer chose this vehicle he test drove it to familiarize himself and to make sure he liked this ***Upon return from the test drive he proceeded to work out the terms of the purchase that we acceptable to himself and the dealershipAfter the terms were agreed upon the *** was taken back to be cleaned for deliver and paperwork was being processed so that the customer would sign all the legal documents required by the state, lender and our dealershipOne of the steps that our business office requires is that before the customer completes the paperwork that the customer reviews and signs a copy of the window sticker so that the customer confirms and acknowledges this is the correct vehicle that they have chosenIf the customer has any question or concerns that this is not the right vehicle for them at this time they can stop the transactionThe customer reviewed and signed the window sticker and completed the paper workA copy of this will be included in the attached fileOur dealership also puts the window sticker back in the vehicle after it is cleaned up so that the customer has it for their records. As for the complementary maintenance programThis program has great value and benefit for the customer at no charge with them using conventional oilFull synthetic oil is more expensive and is an upgrade with additional charge. Spradley Barr does want satisfied customers and will work with anyone long as it is reasonable for both sidesBelow are things that we are willing to work with the customer onThe dealership will cover the additional charge for the full synthetic oil during the complementary maintenance programOn the additional items that were not noticed for several weeks after deliveryWe looked and touched up several other items the customer pointed out that they would like us to touch upWe touched up the hood, fender and bumper that we not part of the original scratch repairThis was not what was noticed at time of delivery and we repaired these under good willIf we have any overspray we stand by the work we perform and will fix it if it is not right. We did have to remove the front bumper for this repairIf it is not acceptable to the customer we can look at it and make adjustments if neededWe will still offer the spare tire and wheel at costThe dealer is willing to pay for the tire and the customer will pay for the wheelIf the vehicle needs to be left we will supply a loaner car at no charge to the customerFront license plate will be installed at the collision centerIf the customer would like to trade the vehicle for a vehicle with more options that is still a possibilityThe customer would pay the difference in price of the two plus we would not be able to offer a dollar for dollar on his trade at this pointThis vehicle has miles on it and it is now a used car

Thank you for bringing this upUnfortunately the story is a little off, and to ANYONE that reads this I would presume they would come to the same conclusionIn our story we are to believe that Mr***, after extensive research nationwide, flew to Colorado and Immediately signed paperwork
Buying the car BEFORE even looking at it??? Well that didn't happenMr*** came into the store and looked over the car with both *** *** and the Used Car Manager *** ***He then took the car for an extended driveCame back to the store elated with the vehicle and THEN signed the paperworkI have attached the "we owe" where any additional work or promises on our part would be listed and obviously the vehicle was sold as equipped and singed for and acknowledge by Mr***Whatever has happened in the past few months I'm not sure, but at the time of sale our GA Buyer was happy with the year old car he purchasedWe will be doing nothing extra and by law have no reason to think we owe Mr*** any additional services or Money!Sincerely,*** * ***Managing PartnerSpradley Barr

Spradley Barr Ford Lincoln of Greeley does not agree with what Mrs*** is stating or demandingThe F-Super Duty was repaired and functioning as designed when the vehicle was picked up by Mrs*** on 07/15/When the vehicle was originally brought in we replaced the fuel injector on cylinder #due to metal transfer from the oilThe injector did not fail and the cylinder wash out did not cause bearing failureThe connecting rod bearing failed causing metal fragments, we replaced the injector so it would not fail in the future due to metal contamination to the injector tipThe repair order clearly states that we bled the high pressure fuel pump and found no metal fragmentsIf the fuel pump was failing and had metal debris in it we would have seen it at that time.The vehicle to our knowledge has the original fuel system from and 96,miles on itWhen the F-was brought back in on 08/12/we did not perform any tear down on the engine as we did not have customers approvalWhen the vehicle was inspected on 08/12/we found no codes on the computer but a miss fire on #cylinder (not the original #cylinder from June 2017) and we found metal debris in the fuel systemAt that time we stopped and contacted Mrs*** and she stated that she would contact us backShe never did contact us and came in to pick up the F-before we could complete the diagnosticsHer vehicle had metal debris in the fuel system, and per Ford workshop manual that would have to be addressed firstWe did a visual inspection and did not find metal debris in the oil when it was brought back to the dealership In AugustWith aftermarket modifications to this vehicle it is not uncommon to see problems with the fuel system or the base engine concernsThe computer system for this vehicle was altered and chipped, presumably to increase horsepower & fuel economy, which causes much different fuel strategies and fuel delivery patterns to the systemThis can cause increased turbo boost and lead to engine failureThe diesel particulate filter, catalytic converter and exhaust gas recirculate system had been removed from this vehicle which is not in compliance with Ford Motor or Colorado State Diesel requirementsThis vehicle is also on it's third engine within 100,miles This is a separate matter from what the F-was brought in for in June I appears that the Fuel pump failed and caused restricted fuel to the fuel system and may have caused further damage to the rod bearings and or cylinder blockThis is unrelated to the previous repair in June Spradley Barr Ford Lincoln of Greeley does have documentation that does not support Mrs***'s claim

From the beginning of this transaction we have been honest and forthcoming dealing with the issues that aroseUpon cleaning the *** for delivery, our staff noticed a small scratch on the fender/hood areaThe scratch was not noticed by the customer or the sales rep before the vehicle was
cleanedMr*** was in the business office finalizing the paperwork for this transactionThe sales rep notified Mr*** of the scratch once the *** was pulled up for delivery and the he had a chance to inspect the scratchThe transaction could have been cancelled at that point by Mr***Since he did not want to cancel the purchase because of the minor scratch we agreed to arrange for the repair, and had it sent to a local repair shop we sometimes partner with to get the car repaired the quickest we could, as our collision center was very busy after the summer hail storms In the first few days of ownership by Mr*** the *** was involved in an accident, which has been left out of his complaintWe observed the damage from just behind the left the door to the rear bumperThis damage was repaired by another collision center, ***When the *** was brought into our collision center to rapair the scratch we pointed out that *** did not match the paint correctly and Mr*** went back to them for additional repair work once we completed the repair we agreed to fix After the vehicle returned from the original repair, our GM was contacted by Mr*** via email with his dissatisfactionOur GM asked him to come in to discuss and show us the what the issue was that he was having with the repairThe dealership set the car up for further repair at our own collision center. Mr*** took a markup pen and circled and marked all damage that he felt was our responsibilityWe sent him off in a complimentary loaner *** FusionFrom this point on Mr*** has come up with another new complaint, another new rock chip for us to fix, etcand it has gotten out of handClearly, he is not happy with his vehicle selection / features and damage that has occurredWe have email documentation from the customer of the dealership agreeing to trade him into another *** after he received the vehicle back from *** Collision Center and giving him the exact amount he paid for this *** even knowing the vehicle was in a collision right after he purchased the vehicleHe could at that point get the additional options that he wanted back in SeptemberMr*** did not want to proceed because the additional cost associated with a vehicle with more optionsWe have offered him concessions and have done our best to take care of a customer The Lux care scheduling issue was delayed at first because of the accident the *** was in right after it was purchased and the number of the times this vehicle has been in and out of the various shops The complimentary oil changes we offer, meets *** oil requirements for this vehicle 5W-which is a synthetic blendMr*** is asking for an upgraded full synthetic oil and would need to pay the difference in cost associated with upgraded oil This vehicle did not have a factory spare tire, it is optional equipment and is not listed on the window sticker*** generally does not have full size tires as spares except on large trucks where the standard “donut” would not workThis vehicle comes with an inflator and sealant kit which allows a tire to be driven on to get service as many sports cars doThis is listed on the window stickerA factory spare can be ordered through our parts department from the manufacturer, though may be problematic fitting in the trunk of a sports car and was offered to the customer at dealership cost in which he declined unless it was at no chargeAlso, all options were reviewed on the window sticker, demonstration drive and final delivery by Mr*** before he accepted delivery of the *** All standard radio features of this base model *** are listed on the window sticker and are obviously visible upon test driveNo additional work or installations were requested in writing at the time of the contractThese features are also on the window sticker we will include His extended warranty was cancelled the date he was in on 09/13/and the $2,balance that was sent to the financial institution that it was financed withThis can take a bit of time from cancellation to paymentThis just takes patience because it is not an instant payment and the customer was notified of this at time of warranty cancellation As for the license plate bracket we ordered a VIN specific exact model that was on this vehicleThe reason for ordering a new license plate bracket was that the customer felt the on the car was not the right oneOnce inspecting the brackets it was the identical bracket that was on his carThe new one did not need to be installed and it seems every time we try to provide service Mr*** he ends up claiming it was done improperly and that we cause additional damages to the vehicle and this why he was handed the new bracket Some of the scratches and paint issues that seem to just appear could be the fact he lives is an area of *** County that has commercial traffic and produces a lot of rock, sand and debris on the roadsAlso, the *** is not garage stored and just common elements from weather can be damaging to vehiclesEven our Fusion was returned with rock chips and damage. The dealership has repaired the original scratch and completed what was agreed upon at time of saleThe concerns that are being asked for now were never a part of the sale or existed until well after the purchaseThe dealership does not agree with the demands that are being requested by Mr***

Complaint: ***
I am rejecting this response because: I received a phone call from Spradley Barr about a service and to call a let them know if I had any complaints. I told them what had happened and she said WHAT HAPPENED WAS UNACCEPTABLE, PHONE CALLS SHOULD BE RETURNED AND THE DIAGNOSIS SHOULD BE CORRECT THE FIRST TIME, AND SHE WOULD WORK TO MAKE SURE THIS ISSUE WAS CORRECTED, and this issue was not correctedAnd due to the fact that the company has an incorrect timeline and would not notify me of the status of the work on my vehicle. Spradley Barr Ford Lincoln of Greeley Incdoes not communicate with their customers when something is going on with their vehicle. Throughout the whole process with my vehicle being in their possession to get fixed, Spradley would not call to communicate issues that have a rise with the vehicle. The first time lack of communication was demonstrated was they incorrectly diagnosed the issue with my vehicle. I was told it was a fly wheel issue on a Tuesday and it would be finished on Friday. I called on Friday to confirm it would be ready, when the service adviser told me, no it was not ready, and it I needed a new engine. This process was never communicated until I called to pick up the vehicleWhen questioning the service advisor on the issue, I was informed it was likely due to not getting the car serviced. When we informed him that Spradley Barr serviced the car every time it was recommend and the service document were on file that this location, he did not know what to say. All I was told by the advisor was there were metal shavings in the oil, and he thought it has something to do with a bearing/rod failing.When questioning the wrong diagnosis, Spradley states “with engine repairs the big picture cannot always be seen until the vehicle is taken apart and mechanical parts are viewed.” In any other profession, a wrong diagnosis would be considered malpractice and lawsuits would ensure. Take for instance you go to the doctor. The doctor tells you the issue you have is nothing important before taking proper steps to diagnosis the issue and after the proper test are ran, they find out you have a major issue like cancerIssues like this end up with the doctor being in court for malpractice and the place of employment paying big dollar amounts to close the cause and keep it out of court. Should the same apply when you take something in to get serviced? In communicating this issue with my vehicle, I informed Spradley a local mechanic told me that the engine needed to be replaced, and the service director informed me, that was probably not the issue and to have it towed the miles to their dealership. Spradley Barr Ford Lincoln of Greeley Incgave a timelines of events that was fabricated to their favor and did not reflect the real events that happened. For example, according to Spradley, “Customer originally brought the vehicle in with a knocking noise from the engine area on 3/26/18.” This in incorrect, I talked to service director and Spradley Barr was notified on Wednesday March of this issue The car was towed to Spradley Barr on Friday March 23. There is records of the car being received by Spradley by ***. Then on March 24th I traveled to Greeley to talk to Spradley to confirm they had the vehicle and it was in the lot. The next issue of timeline events that were fabricated was when Spradley states “Upon discovering this the service adviser called and was able speak with Gary on Friday morning 03/30/and informed him of the cause for the engine noiseThe service adviser explained that we could put the car back together and let them take it back at no charge because of the additional cost of repairLater that day the customer’s mother called our service director and complained of the issue to himShe was upset and felt that our dealership or Ford Motor Company should cover the repairOur service director informed the service adviser of the conversation and informed him that we would submit a case to Ford and try and obtain assistance for them even though the vehicle was 25,miles outside of warranty.The correct events were: There was no phone call on Friday morning so we called Spradley Barr to make sure we could pick up the vehicle on Saturday since we live miles away. This is when we were informed about the true diagnoses of the engine. My mother never did call the service director, she did not even know for sure where the vehicle was getting serviced at!!! I called the service director on Friday and asked why this when out and if there was way to get financial assistance because could not afford this repair. This is when the service director said we could file for financial assistance through FORD. The vehicle has a warranty through the company through the car was purchased through and it was only a couple of months out of warranty. I knew nothing about the warranty though Ford.After the financial assistance was denied by Ford work as told to proceed by Spradley since we still owed money on the vehicle and it only had 85,miles. Service Manager said the car would then be completed by Wednesday April 18th. We received no phone call regarding the status, so I called on Wednesday to find out the status and was told it would be completed on Thursday, it was still not finished. I called Thursday after yet another not phone call and was told it would be completed Mid-morning Friday. After not receiving yet another phone call, I called back on Friday Afternoon (after 3:00) and was told no after being put on hold for minutes, it is still not done, but it should be finished and test drove by 5:tonight. Saturday comes around, and there is still not been a phone call that the car is finished, so I called to make sure and it was finally finished and it was. No phone call to inform me it was finishedWhen I picked up the car, the advisor told me they had completed the work and the fly wheel was completed. I questioned him as I was told they were replacing the engine. After discussion the service advisor said he could not do a major discount by was not authorized to make that kind of discount of the original quote and had to call a manager or director. I waited over hour for a return phone call and there was no response from either person. I ended up paying the cost due to I needed the car and could not come back on Monday, which what was the adviser’s solution; kind of hard when you live miles away.A couple of weeks later, I received a phone call from Spradley Barr about a service and to call a let them know if I had any complaints. I told them what had happened and she said WHAT HAPPENED WAS UNACCEPTABLE, PHONE CALLS SHOULD BE RETURNED AND THE DIAGNOSIS SHOULD BE CORRECT THE FIRST TIME, AND SHE WOULD WORK TO MAKE SURE THIS ISSUE WAS CORRECTED. Was the issue corrected, no. Spradley stated “The dealership did not miss represent anything to this customer… Please refer to the timeline in the first response since times, dates and authorization for this repair were documented.” How can you trust this company when they fabricated the event in their timeline??? Spradley was informed of these inconsistences and they said they stand by this timeline, when all it would take is to pull phone records to show their inconsistencies and to pull invoices and estimates from other vendors and the towing company. Regards,*** ***

I have been able to do some research on the repair that was done and I feel Spradley Barr Ford Greeley should assist you with thisThe amount that I was given totaled $Can you please send me a copy of the repair and I will process itIf you have any questions please contact
me

The car was driven of the lot for over an hour*** actually washed the carbefore you never even drove the car just did paperworknow you drove for a "few minutes"The vehicle is almost years old, it will have things go wrongI wish I could "inform" the public about you as wellI have no legal obligation to do ant additional workNo one forced you to purchase the carIt was your responsibility and right to negotiate ANYTHING you didn't like before purchasing or you could have walked awayI know for a fact my statements in the first response are true making you the Liar!I don't appreciate you saying that and have nothing else to addWe will be doing nothing additionalas per the attachment YOU agreed to and signed. I notice that wasn't disputed!***

It will be sent out tomorrow! Thanks!***

I am completely shocked to see this one! As the customer should readily admit we addressed the concerns he had after the saleBy law if it was not promised in the deal and agreed to before taking delivery we do not owe anythingBut as you know I always try to look at each individual situation by
itselfThis customer was offered on separate occasions to bring the vehicle in and let us take a look at his concernsHe chose not toTo be honest I would not even have a problem paying the brake bill from another store if I didn't already know we replaced the rear brakes ( on document) and the front brakes had 6/remaining on them (per document)So I have provided proof the vehicle did indeed get checked outAlso if he would have brought it here it would have cost me half what he paid to fix it myself if indeed it needed fixingPer my inspection it would not haveOne set is new and the other has 6/32ndBut since the customer chose not to bring it back when he was offered and the fact we did not have anything promised, this was all after the fact, I feel we should pay nothing at this pointAs for the POA that he held over our heads for a month: We did not lose it, it was misprinted and when he FINALLY came to sign it, we gave him a full tank of gas for his troubles to take time and gas to come upSO we have done everything possible from the BEGINING to be fairIf the customer choses to do something free lance on their own then that's their expense
Sincerely,
*** ** ***

Spradley Barr serviced this vehicle for the first time on 03/07/and had miles on itThis customer was not the original owner as the first owner was a *** rental companyUnfortunately, with engine repairs the big picture cannot always be seen until the vehicle is taken apart and
mechanical parts are viewedIt would be imprudent to suggest a new engine without knowing all detailsTherefore, we would diagnose the repair and put it back together if a customer refuses repairsWe do our best to estimate the amount of time a vehicle will need for repairs, but it is in fact an estimate based upon timing, parts being delivered and everything going smoothlyA few days is not uncommon or unreasonable in these circumstances as it is a large repairDiagnostics are a large part of auto service, and we do not believe we were wrong, but making the best assessment we could base on available factsWe do not rush repairs to save time, as we repair for qualityWe feel we handled this situation to the best of our abilityBelow is the documented time line that our service advisor kept for this repair Our timeline: Customer originally brought the vehicle in with a knocking noise from the engine area on 3/26/Technician’s preliminary diagnosis was bad flywheel that was making the noiseService advisor called and spoke with customer on 3/27/It was difficult to get a hold of and the service advisor was given Gary (the customers father) as an alternate point of contact and someone who could authorize repairService advisor informed Gary that that technician’s preliminary diagnosis was the flywheelQuoted $2,for the repair for the flywheel and he approved this repair on Tuesday March 27th at 9:14amOn Friday 3/30/the technician had the engine torn down to the flywheel and discovered that the flywheel was in fact okay, which left the alternative, the engine was making the noise internally Upon discovering this the service advisor called and was able speak with Gary on Friday morning 03/30/and informed him of the cause for the engine noiseThe service advisor explained that we could put the car back together and let them take it back at no charge because of the additional cost of repairLater that day the customers mother called our service director and complained of the issue to himShe was upset and felt that our dealership or Ford Motor Company should cover the repairOur service director informed the service advisor of the conversation and informed him that we would submit a case to Ford and try and obtain assistance for them even though the vehicle was 25,miles outside of warranty After Ford Motor Company reviewed the case they declined financial assistance because this customer was not the original owner of the vehicle and it was originally purchased by rental car fleet, also the vehicle had an aftermarket extended warranty that had recently expiredAfter Ford declined the repairs on April 11th, one of our other service advisors received a call to proceed with the repair on ticket #The original service advisor for this ticket soon after they were notified by the co-worker of the approval the he proceeded to call Gary to confirm this repairAt 8:40am on 4-11-Gary authorized the $5,repair plus taxTo summarize the conversation, the service advisor informed to him he was with Spradley Barr and that we had received a notice to proceed with repairsHe informed him that we wanted to call and verify this authorization, because the repair was much more than the preliminary estimateThe service advisor reiterated that the repair would be $5,plus tax and again and asked for permission to proceedThe service advisor remembers something to the effect of, “yes, *** said he needs to get it fixed”The service advisor thanked him for the business and was authorized to proceeded with the repair

Complaint: ***
I am rejecting this response because: There are several inaccuracies in the
Dealerships response, which I'll try to counter respond to in order they had
presented them:First Paragraph: Dealership stated that
neither the salesman nor I noticed the scratches before detailing; which is
inaccurate, as we did a walk-around before I went to sign the paperwork and the
scratches were not on the hoodThe patch was rather large and noticeable once
I came out after signing the paperworkthe salesman pointed it out before I
saw it, and stated it happened during detailing by an air hose, or something
similar, when they were cleaning the carI was not given the option to cancel
the transaction, but was assured that the car would be repairedDealership had
me drop off the car on 8/22/and I went to pick it up on 8/24/It was
right after this repair that another scratch on the driver-side fender, right
by the hood, was noticedI should also note that the car had not been to any
other repair shop at this time.Second Paragraph: The dealership is correct
in noting that the car was involved in an accident, and I was 100% forthcoming
with them in respect to thisAccident happened 8/16/17, the morning after
purchaseI even gave them first choice option to repair the damage, but they
had notified me that their collision center was at capacity and/or in the
process of relocating at the time and would not be able to address my car
However, the damage was 100% confined to the rear driver-side bumper, nowhere
near subsequent damage my car had received during other visits to the
dealershipThis damage was initially repaired by *** in *** on 8/29/
to 8/31/17, and then re-repaired from 11/9/to 11/16/Accident damage
happened while I was noparked in a parking spot and someone else hit me
when they were parking and I wasn't in the vehiclePicture
"IMG_***" attachedI didn't include this in my
complaint because it didn't have any bearing in what I was asking for.Third Paragraph: Dealership Stated that I
returned after the first repair to contact the GM, but this isn't accurate
When I went to pick up the car on 8/24/17, I immediately noticed the damage,
and reported it to the Salesperson whom I’d been working with up to that time
(he was also the one who sold me the car in the first place)The salesperson
had told me that the second scratch would be repaired when I went to take the
car in to have the Luxcare XT appliedI went to have the Luxcare applied on
9/12, and when I went to pick up the car, not only was the second scratch still
there, but the roof was scratched/scuffed on the driver side as wellThese
damaged areas were repaired by the Dealerships Collision Center on 9/26/17,
However, I dropped the car off at the dealershipAt that time, I was promised
that the car would be ready that Friday, 9/29/When I was called on
Thursday, 9/28, by the Sales Manager I was told that I should be ready late
Friday, or early MondayRepairs were delayed a total of twice, and pickup was
to be on Tuesday, 10/3/When I went to get my car on 10/I refused delivery
because, while the fender and roof were repaired, the front bumper was damaged
on both sidesIt was at that time the Sales Manager, not me, took out a
marking pen and circled the damaged areasThe dealership then had someone
drive the car back to the collision center for repairsIt was after the second
scratch and before the third scratch when the GM was brought it, and after the
fourth time my car was damaged when the GM told me that he would my primary
point of contact from then onAfter the repairs were done on to my bumper
10/6/17, they called me and told me my car was readyThe GM was going to have
me meet him down at the collision center, except that changed to me meeting
with the Sales Manager and a couple of other sales people instead, as the GM
wasn’t going to be availableUpon inspection, the front bumper had been
repairedHowever, the car was damaged again there was a dent on the passenger
side of the roof (fifth damage) and a chip on the hood (sixth damage)It was
at that time that one of the sales people who had accompanied the Sales Manager
had marked up the carI also noted that it appeared that there was white paint
overspray all over the driver side, but I was told that this was just detailing
solutionAt no time did I mark up the car, as was claimedThe collision
center had the car from 10/6/to 10/12/in order to address the roof and
hood addressed, except little to no repairs were doneThe chip was left
(which was sealed when they fixed the bumper, I think?) and the dents on the
roof looked better but were still visibleIn summation, the car was in their
possession from 9/26/to 10/12/The bulk of the damage happened while they
were ferrying the car, or while it was in their collision centerI did not
mark up my car, the Sales Manager did, and then one of the sales people
accompanying the Sales Manager the second time it was marked upThe only time
I was offered a dollar-for-dollar exchange toward a new car was by the Sales
Manager over the phone on 9/26/17, and when I bring it up, the subject gets
changed or is ignoredI did not decline this offer, I merely stated that I was
going to address it when the new model year came outThat option was also
temporarily removed from me because the Collision Center stated that the rear
bumper repairs by *** needed to be addressedAfter second round of ***
repairs, dent in roof was handled by another shop in our town on 12/Repairs
were made successfully.Fourth Paragraph: Luxcare being delayed the
first time is understandable, as I also waited a week after the first repair by
*** to be done, so that the paint job they did had time to cureIt’s the
re-application of Luxcare that I’m still waiting on, the application I was told
that they were going to schedule after all the Collision Center repairs were
done.Fifth Paragragh: The complimentary Oil
Change Agreement I have states “Conventional” oil, but my Owner’s Manual says
Synthetic blendAll I have is the GMs word is that they use Synthetic BlendI
also have a larger oil pan (>5qts), and that check-box is not checked on the
Oil Change agreementAll I wanted was the agreement written up so that their
complimentary car would be just that, complimentary, and meet the minimums of
my cars requirementSince there isn’t any “blend” option, and the manual
recommended full syntactic, that’s what I asked forThe GM then stated
something about the oil not being that important and that damage would be
covered under warranty anywaySee “2018-01-Complimentary Maintenance Agreement
Issues” for details on my concerns.Sixth Paragraph: I wanted a spare tire when
I bought the car, but Salesperson told me that there isn’t even an option for
oneHowever, on ***’s website, they list it as a factory option, as well as
an a la carte kit for saleEvery time I engage them about getting it, I get
lead on, but then communication stops again, and the issue is droppedI did
not decline at cost, I told the GM I was interested, but then the GM stopped
talking to meWindow Sticker was not reviewed at time of paperwork signing, it
was in the car in the glove box.Seventh Paragraph: It was after we went for
a test drive that I asked if the Car had *** and an AUX IN jack, at which
point the Salesperson told me YesThis was more to punctuate that the Sales
Staff needs to be trainedI understand that there is nothing, short of an
after-market stereo, that can be doneWindow Sticker would have told me that
the car did not have ***, but it would not have told me if there was an
AUX IN Jack. Eighth Paragraph: When I cancelled the
Extended Warranty, I was told it would take to weeks to process, it took
from 9/until 12/for it to finally be credited to my Loan, that’s a month
longer than I was quotedIn all it took ~days. Ninth Paragraph: The original license plate
bracket that was mounted on my car visibly looks wrongThe mating surface
between the bumper and bracket has a huge gap (flat bumper, rounded bracket)
Also, the whole bracket has vertical play of about 1/inchA visual
inspection through the bag of the new bracket is all that was done, and a part
number comparison wasn’t done, as the old bracket wasn’t removed, nor do I know
if a part number is even printed on the bracket outside of a paper sticker
labelThe original reason that was stated to me that I install the new bracket
was because it was coldAnd it should be installed when it’s warm outside due
to expansion and not wanting to crack the bumper when summer arrived, which
made sense at the timeBut Dealerships Revdex.com response as to trying to avoid
damage makes more senseI’m glad the truth came out on this one, just not
fully as the dealership states in their response that this is what they told me
when I was handed the new bracketAttached are images: “IMG_***”,
which is my car, and “IMG_20180103_161153014_HDR” which is a different
*** from a different dealerThese show the difference between a properly
installed bracket, and what mine looks like.Tenth Paragraph: Dealership apparently has
no Idea where I live, as I live in a semi-rural residential area that is part
of a housing complex, far from commercial trafficAlso, the loaner Fusion I
was given already had rock chips and other damage on the car, including a chip
in the wind shieldI pointed these out to the Sales Manager when he handed me
the keys, Sales manager said to not worry about it as it was a program car.Eleventh Paragraph: While the Dealership did
repair the original damage, in doing so they subsequently damaged the car
furtherThey slowly refused to take ownership of these problems to the point
where we are nowRepeated damage shows negligence on the part of Dealership
and their staff, and the dealership doesn’t want to acknowledge their part in
this anymore.Further Details: In the beginning, relations with the
Dealership was good, and at the time they seemed more than willing to help
Relations began to break down around the time I took the *** Customer
Viewpoint (***) Survey the second timeThese surveys are time sensitiveI
took the first one, and at the same time I engaged the GM at the Dealership via
email to further expand on the difficulties I was havingWhile the Dealership
was working on the car in late September, I was getting pressure to fill out
the *** Survey, but I did not have my car back yetAfter the second delay,
I filled out the folldue to a combination of the Sales Manager pressing
me again to take the survey and I got a reminder email from *** themselves
Little did I know, this would seem to be the catalyst that would ruin my
relationship with this Dealership. A separate make-good offer for was made on 10/5/17, contingent on
a positive review of a foll*** surveyHowever, it was already too lateI
had already taken the second, and unknowing to me, Final *** survey on
10/3/When I told the GM that I took the Second *** Survey, and that it
was also negative due to further damage sustained to my car while it was at
their Collision Center, The GMs demeanor towards me changed, and he rescinded
that make-good offer, stating that the second survey was indeed, the final
surveyThat’s when the GM became mostly unresponsive to my attempts of
contact.In summation, I believe my rebuttal to their responses should illustrate the frustration I’ve endured trying to get my car to the
point it was at when I test drove it, only to end up with a car that’s still in
ill cosmetic repairMechanically, the car is fineAll I was asking to this point was for the Dealership to fix the
problems they causedTo be honest, I am surprised at their inaccurate and/or dishonest responsesIt appears as if it was made by someone who is unfamiliar with my cars issues came up with it with only minimal information
Regards,
*** ***

[redacted] [redacted], et al.,This email is to follow-up on my complaint, but was closed before I could properly report the outcome.After my last response and then the counter-response from Spradley Barr Ford, I was contacted by the General Manager and talks on how to resolve my issues resumed. We were able to resolve our issues and were able to come to amenable terms on my complaints. At this time, I’m satisfied with resolution provided to me by the General Manager and Spradley Barr Ford. Please make whatever corrections needed to reflect this positive outcome.Thank you,[redacted] [redacted]

Spradley Barr Ford will never perform a service on any vehicle without customer approval prior to repair. The dealership gave this customer a preliminary estimate and once the engine was torn down to the flywheel, it was determined that the engine had further damage that was confirmed. This was not estimated repair at this point and it was determined that the engine would need to be replaced. Again, the dealership called and confirmed what had been found after tear down of the engine with the decision makers of this vehicle. The dealership offered to reassemble the engine at no charge to the customer since the cost of repair would be higher than the preliminary estimate. The dealership also tried to get assistance from the manufacture even though the vehicle was outside of warranty and finally the dealership provided a cost for the final repair. The dealership received authorization to complete this repair for the new balance before work was started. The dealership did not miss represent anything to this customer and gave them options that they had available to them. If the dealership would have been notified that the additional cost to repair this vehicle was unacceptable the customer could have taken this vehicle to a different repair facility since complete diagnosis had been performed and the repair needed for this vehicle was confirmed.   Please refer to the timeline in the first response since times, dates and authorization for this repair were documented.

Complaint: [redacted]
I am rejecting this response. See attached letter.
Regards,
[redacted]To Revdex.com;In reference to the response we received from Spradley Barr Ford dated 10/10/2017. Their response is effectively a non- response. They have offered nothing and only mentioned some of our issues with them.It appears that Spradley Barr’s Service Department contends that the second engine problem is not the same as the first problem. I disagree. In the first situation, the written information received from SBF indicated metal transfer on the injector. The paperwork from the first repair said metal in the oil from failed bearing. They looked at the oil that time but did not bother to check the fuel. When I took the truck back on August 12, 2017 to SBF it was making almost the identical noises as it did on June 9, 2017. They didn’t check the fuel when I took it in on June 9, 2017. This was when the first injector failed, washing the #4 cylinder, causing bearing failure. Their diagnostic procedures are not consistent.  To further show this, the incident of August 12, 2017, they did not check the oil this time, just the fuel. We had the oil tested and provided test results showing the high lead and tin which are bearing metals in the engine. They did not respond to this in any manner except to ignore it. The results of this test direct you to a failure in the engine. Without consistent testing/ diagnosis SBF provided a repair cost of $12,400.00 – so how do they know what the problem is? They do not know without actually looking and they did not.Common sense tells you that when they found metal in the fuel after the second problem (with only 3700 miles) on the vehicle after their repair and with them finding metal transfer on the injector, the first time, that the fuel system was failing the first time they were doing the repair. The short block was destined to fail again because SBF never addressed the cause of the first issue when they replaced the long block. Why has SBF not mentioned the replacement of the number 4 injector in their response to our complaint. Also they claim the engine was making two different noises “loud knocking” on the first incident and “clicking” on the 2nd incident. I reported the same loud knocking both times and reported it sounded like the exact same thing the second time. Several mechanics all said it was a knocking sound. They are attempting to make it seem like two very different things took place. This is not the case.Regarding the statement by SBF that there were no trouble codes found stored on the computer. I find it difficult to believe there would be no codes present if the fuel system is failing. I have spoken with multiple mechanics who state there should have been codes. The service manager was able to provide a repair cost of $12,400.00 after I brought in the truck, even told me I didn’t need to borrow money from my bank, that Ford would loan the money to me at zero interest for 6 months. Now SBF says they would need to diagnose what the problem is to provide an accurate estimate for repairs. Saying I didn’t provide an authorization is absurd, I brought the vehicle to them for repair. No one ever asked me to provide authorization for diagnosis or provided a single document for my authorization. There is no reason to believe I would take in the vehicle and leave it, after talking to service personnel, that there would be a need to have additional authorization.SBF has not provided the documentation on the replacement long block motor or the short block motor. I have asked for paperwork and not received any. I am asking again for the warranty paperwork on the vehicle.Our vehicles are properly maintained and do receive proper maintenance. We did not ever state that [redacted] does our primary service. They replaced the original long block. SBF provides information repeatedly not based on fact and makes statements only on things they deem serves them best.SBF is trying to claim these are two completely separate repairs. This is incorrect. The first repair SBF replaced the short block and an injector (cylinder #4) and that is part of the fuel system.  The reality is, SBF did not diagnose the original cause of the problem which in turn caused the failure of their initial repair. The failure of SBF to take reasonable steps in diagnostic issues caused the failures. Due diligence was absent. They made no offer to correct anything. They merely stated manipulated information and attempted to avoid any blame for their actions and lack thereof. An acceptable resolution of this problem is for SBF to have the vehicle repaired and returned to the condition it was before the long block had to be replaced and the subsequent problems that ensued. I would prefer an independent dealership be utilized to resolve this.

Complaint: [redacted]
I am rejecting this response because: this is incorrect.  He is what actually happened and what has happened since I filed this complaint, my comment are in red to what really happened: Spradley Barr serviced this vehicle for the first time on 03/07/2015 and had 39391 miles on it. This customer was not the original owner as the first owner was a [redacted] rental company.  This is incorrect, Spradley Barr first say this vehicle on 11/22/14 and had 36763, two week after it was bought for Key Program.  I do not see how the first owner of the vehicle is relevant.  This vehicle was purchased when I was a full time student and could not afford a new vehicle.  There are tens of thousands of vehicles on the road today in [redacted] along that have a [redacted] rental car company as the first owner.  There are multiple dealerships in [redacted] CO, my hometown, that sell used vehicles that are bought from rental car companies or from auctions who get the cars from [redacted] Rental Car Companies.  Unfortunately, with engine repairs the big picture cannot always be seen until the vehicle is taken apart and mechanical parts are viewed. It would be imprudent to suggest a new engine without knowing all details. Therefore, we would diagnose the repair and put it back together if a customer refuses repairs. We do our best to estimate the amount of time a vehicle will need for repairs, but it is in fact an estimate based upon timing, parts being delivered and everything going smoothly. A few days is not uncommon or unreasonable in these circumstances as it is a large repair. Diagnostics are a large part of auto service, and we do not believe we were wrong, but making the best assessment we could base on available facts. We do not rush repairs to save time, as we repair for quality. We feel we handled this situation to the best of our ability. Below is the documented time line that our service advisor kept for this repair.   I believe with the right testing, the big picture with engine repairs can been seen ahead of time.  I had a local mechanic in [redacted] look over the car before it was towed 95 miles to Spradley Barr and the diagnosis was it needed a new engine.  He could put in a used motor, but I did not want a used motor and was advised to call the service company who I have been using, which was Spradley.  I called and told the service manager what I was told, that it was a “blown” engine and was told that I was unlikely but if it was, they could their the motor apart and figure out what when out and possibility Ford would pay part of the bill if there was something that when out.  To my knowledge this did not happen because when I asked what caused this, they were not for sure, but the service advisor said it was likely due to not getting the car serviced.  When we informed him that Spradley Barr serviced the car every time it was recommend and the service document were on file, he did not know what to say.  All I was told by the advisor was there were metal shavings in the oil, and he thought it has something to do with a bearing/rod failing.  I have been using Spradley since 11/22/14 to get this car service even though it is over 95 miles away from my home due to the first experience I had when I bought this car.  Spradley Barr has serviced this car every time it was due to be serviced and I have always taken their recommendations and had the car serviced there on the spot, even when it came time to buy new tires, I purchased them right on the spot when I was advised they needed to be replaced.  I work in the medical field and you cannot tell someone that we think, for example, that problem you are having is one thing, and it end up being something else.  IF/when it does happen it opens everyone up to a big lawsuit – the doctor and the hospital.  That is why we always do complete testing before we give a diagnosis to the patient because you cannot change what you told the patient what is wrong and if you do, you are held liable.    Our timeline:   Customer originally brought the vehicle in with a knocking noise from the engine area on 3/26/18. Technician’s preliminary diagnosis was bad flywheel that was making the noise. Service advisor called and spoke with customer on 3/27/18. It was difficult to get a hold of and the service advisor was given Gary (the customers father) as an alternate point of contact and someone who could authorize repair. Service advisor informed Gary that that technician’s preliminary diagnosis was the flywheel. Quoted $2,000 for the repair for the flywheel and he approved this repair on Tuesday March 27th at 9:14am. On Friday 3/30/2018 the technician had the engine torn down to the flywheel and discovered that the flywheel was in fact okay, which left the alternative, the engine was making the noise internally. This timelines in incorrect.   Spradley Barr was notified on Wednesday March 21 of this issue.  Gary talked to Jeff Johnson on March 21st.  I informed Jeff that my father Gary could also be contacted as I work in a hospital can could not always answer when my phone when off.  The car was towed to Spradley Barr on Friday March 23 by [redacted].  On March 27th, WE call Spradley Barr to find out what was going on with the vehicle because no one had been in contact with us.  NO one had tried to contact us with the number given on file!  This is when we were informed by the service advisor that flywheel has gone out and was QUOTED $2500 for repair.  This was approved and was informed by the service advisor that the car would be finished and ready to pick on by Friday March 30th.    Upon discovering this the service advisor called and was able speak with Gary on Friday morning 03/30/2018 and informed him of the cause for the engine noise. The service advisor explained that we could put the car back together and let them take it back at no charge because of the additional cost of repair. Later that day the customers mother called our service director and complained of the issue to him. She was upset and felt that our dealership or Ford Motor Company should cover the repair. Our service director informed the service advisor of the conversation and informed him that we would submit a case to Ford and try and obtain assistance for them even though the vehicle was 25,000 miles outside of warranty. This in also incorrect.  There was no phone call on Friday morning so Gary called Spradley Barr to make sure we could pick up the vehicle on Saturday since we live 95 miles away.  This is when we were informed about the true diagnoses of the engine.  My mother never did call the service director, she did not even know for sure where the vehicle was getting serviced at!!!  I called the service director on Friday and asked why this when out and if there was way to get financial assistance because could not afford this repair.  This is when Jeff, Service director said we could file for financial assistance through FORD.  The vehicle has a warranty through the company through the car was purchased through and it was only a couple of months out of warranty.  I knew nothing about the warranty though Ford.    After Ford Motor Company reviewed the case they declined financial assistance because this customer was not the original owner of the vehicle and it was originally purchased by rental car fleet, also the vehicle had an aftermarket extended warranty that had recently expired. After Ford declined the repairs on April 11th, 2018 one of our other service advisors received a call to proceed with the repair on ticket #6142471. The original service advisor for this ticket soon after they were notified by the co-worker of the approval the he proceeded to call Gary to confirm this repair. At 8:40am on 4-11-18 Gary authorized the $5,500.00 repair plus tax. To summarize the conversation, the service advisor informed to him he was with Spradley Barr and that we had received a notice to proceed with repairs. He informed him that we wanted to call and verify this authorization, because the repair was much more than the preliminary estimate. The service advisor reiterated that the repair would be $5,500 plus tax and again and asked for permission to proceed. The service advisor remembers something to the effect of, “yes, [redacted] said he needs to get it fixed”. The service advisor thanked him for the business and was authorized to proceeded with the repair. Ford declined the claim on April 10th and there was no reason given in the e-mail received by Ford for the reason it was declined.  Yes we did call on April 11th to have the car repaired since I needed the car and I still owe money against the car.  The quote did not say anything about plus tax.  Service Manager Matt said the car would then be completed by Wednesday April 18th.  We received no phone call regarding the status, so I called on Wednesday to find out the status and was told it would be completed on Thursday, it was still not finished.  I called Thursday after yet another not phone call and was told it would be completed Mid-morning Friday.  After not receiving yet another phone call, I called back on Friday Afternoon (after 3:00) and was told no after being put on hold for 20 minutes, it is still not done, but it should be finished and test drove by 5:30 tonight.  Saturday comes around, and there is still not been a phone call that the car is finished, so I called to make sure and it was finally finished and it was.  No phone call to inform me it was finished.   When I picked up the car, the advisor told me he was not authorized to make that kind of discount and had to call Matt and Jeff.  I waited over 1 hour for a return phone call and there was no response from either person.  I ended up paying the cost due to I needed the car and could not come back on Monday, which what was the advisers solution.This week, on Monday April 30th, I received a phone call from Spradley Barr (Courtney) about a service and to call a let them know if I had any complaints.  I told Courtney what had happened and she said WHAT HAPPENED WAS UNACCEPTABLE, PHONE CALLS SHOULD BE RETURNED AND THE DIAGNOSIS SHOULD BE CORRECT THE FIRST TIME, AND SHE WOULD WORK TO MAKE SURE THIS ISSUE WAS RESOLVED. 
Regards,
[redacted]