Initial Business Response /* (1000, 7, 2016/01/26) */
Our Management team has reviewed the complaint and has verified that a clutch has been orderedIt is correct that the clutches for these vehicles are indeed on back order from ***, and we can assure you that we are taking the
appropriate steps to get this resolved for this customer and all customers involved with a clutch orderWe have brought the vehicle in the shop and fixed the window within days of this complaintWe have not had a customer "break down" due to a clutch in the transmission being bad, however, because this is a *** back ordered part, our suggestion would be to call their customer service hotline in the event that you feel your vehicle is unsafe to driveWe apologize for your inconvenience and we will continue to do everything we can at Stearns Ford to expedite the replacement of necessary parts to resolve the issue with the transmission
Initial Consumer Rebuttal /* (3000, 9, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sterns Ford should never sold this vehicle to us, knowing that this vehicle and many others were having this problem with the the clutch
I am aware of the back orderI have been waiting for two months, as of Jan, 27,
Also, I was never told that we should or had the opportunity to call the customer service hotline
Final Business Response /* (4000, 13, 2016/02/16) */
Stearns Ford did not sell this vehicle knowing it had a clutch concernI would assume this customer test drove the vehicle before the purchase without a complaint*** has not issued a stop sell of these vehicles for any safety concernWe do sympathize with Mrs*** and we can assure you again that we are continuing to work with *** to receive parts and repair vehicles as soon as possible
Initial Business Response /* (1000, 5, 2016/07/11) */
We have contacted Ms. [redacted] and she will bring her vehicle to the dealership for touch up repair.
Initial Consumer Rebuttal /* (2000, 7, 2016/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2016/04/12) */
We understand the customers frustration on this purchase, however our inability to "fulfill" the original contract was due to the customers inability to provide proper documentation required by the bank to prove income as she stated on her...
credit application. As a result the bank approval changed based on actual "provable" income which resulted in a higher interest rate and higher fee to the dealer. We did submit the deal to additional banks in an attempt to get the customer the best possible financing option.
Initial Business Response /* (1000, 7, 2016/01/26) */
Our Management team has reviewed the complaint and has verified that a clutch has been orderedIt is correct that the clutches for these vehicles are indeed on back order from ***, and we can assure you that we are taking the
appropriate steps to get this resolved for this customer and all customers involved with a clutch orderWe have brought the vehicle in the shop and fixed the window within days of this complaintWe have not had a customer "break down" due to a clutch in the transmission being bad, however, because this is a *** back ordered part, our suggestion would be to call their customer service hotline in the event that you feel your vehicle is unsafe to driveWe apologize for your inconvenience and we will continue to do everything we can at Stearns Ford to expedite the replacement of necessary parts to resolve the issue with the transmission
Initial Consumer Rebuttal /* (3000, 9, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sterns Ford should never sold this vehicle to us, knowing that this vehicle and many others were having this problem with the the clutch
I am aware of the back orderI have been waiting for two months, as of Jan, 27,
Also, I was never told that we should or had the opportunity to call the customer service hotline
Final Business Response /* (4000, 13, 2016/02/16) */
Stearns Ford did not sell this vehicle knowing it had a clutch concernI would assume this customer test drove the vehicle before the purchase without a complaint*** has not issued a stop sell of these vehicles for any safety concernWe do sympathize with Mrs*** and we can assure you again that we are continuing to work with *** to receive parts and repair vehicles as soon as possible
Initial Business Response /* (1000, 5, 2016/07/11) */
We have contacted Ms. [redacted] and she will bring her vehicle to the dealership for touch up repair.
Initial Consumer Rebuttal /* (2000, 7, 2016/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2016/04/12) */
We understand the customers frustration on this purchase, however our inability to "fulfill" the original contract was due to the customers inability to provide proper documentation required by the bank to prove income as she stated on her...
credit application. As a result the bank approval changed based on actual "provable" income which resulted in a higher interest rate and higher fee to the dealer. We did submit the deal to additional banks in an attempt to get the customer the best possible financing option.