Stevens Ford Inc.

Complaint ID#: ***
Company Name: STEVENS FORD INC
Company Contact Name: *** ***
Company Contact Phone: ###-###-####
Company Contact Email: ***
Consumer's Name: *** *** ***
Revdex.com Staff Member (if you know): *** ***
Complaint Information: Ms*** was treated with respect and dignityWhile we are sensative to Ms***'s loss of confidence in her vehicle, I take this opportunity to submit the following response to all points made in the above referenced complaintFirst, she was not "pushed off" on another salespersonI am the General Manager and hand selected one of our finest product specialists to assist herThe reality of this matter is that not unlike most people whom still have a loan balance on the vehicle being traded, Ms*** owes more than the vehicle is worth as a wholesale tradeWith respect to her referencing *** *** *** *** BookBoth of these third party sources are truely just estimates and are always subject to the dealers physical appraisal, market conditions, inventory levels and retail metricsAdditionally, neither of these sites will back their estimates with moneyThey do not buy carsThey never have and never willThe actual appraised value of Ms***s vehicle was originally set at $11,which by all measures was on the high end of the metricsWith consideration for Ms***s dissatisfaction with her vehicle, I personally approved allowing $12,as a trade allowanceShe was informed of this and was invited back to our dealership to select a new vehicle and proceed with the transactionShe agreed but never returnedIf needed, I have my email thread saved and can provide it to anyone at any timeFurther, If we are to "buy it back" from her, it would be at the original appraised value of $11,That is what her vehicle is worthTo then provide Stevens Ford with clear title, Ms*** would have to pay the difference between the $11,and the actual payoffShe is asking for a trade value that is nearly $5,more than actual valueUnreasonable request or expectation by any standardStevens Ford has made every reasonable effort to provide Ms*** with multiple opportunities to amicably resolve her concernsShould any more information be necessary please feel free to contact me*** *** General Manager Stevens Ford ***
Sent on: 12/10/3:09:PM

*** e-mail has been completely removed from our systems for months, but seems to be stubbornly sticking in other vendors' systems (which automatically send e-mails in our name)In this case, we have been trying to get Consumer Connection aka Epsilon to remove *** addressEach
time I have brought the issue up, they have asked us to verify that information in our DMS (CDK Drive) has been updated; it absolutely has been and I've attached a screenshot to show thisThis is the information Consumer Connection -should- be pulling.I have apologized to *** and I do feel badThere is no reason she should be getting these e-mailsConsumer Connection was informed that she was planning to create a case with Revdex.comI'm hoping they'll help us -finally- resolve this for *** I offered the simple strategy of marking her as a "Do Not E-mail" but they clearly did not do even that
We will continue to help *** with thisConsumer Connection is -typically- very cooperative and helpful and I expect that we will resolve this issue one way or anotherIt's very unusual for an issue like this to persist so long
Kristen S***

Complaint ID#:
"padding: 3.75pt; text-align: left;" valign="top"> ***
Company Name: *** *** ***
Company Contact Name: *** ***
Company Contact Phone: ***
Company Contact Email: ***
Consumer's Name: *** ***
Revdex.com Staff Member (if you know): *** ***
Complaint Information: Ms*** concerns were immediately acknowledged by *** *** our collision center managerMr*** contacted Ms*** by phone and an appointment was scheduled for her to bring the vehicle back for us to address and remedy her concernsWe were prepared to repair anything that was pointed out and put her in substitute transportation all at no cost to her or her insurerMs*** did not appear for her scheduled appointmentMr*** then contacted her again at which time she informed him she would not be bringing the vehicle back to us but instead brought it to another collision centerAdditionally, Ms*** placed a stop payment on the Deductible check she left with usOnce again, we stood ready to do the right thing and comply with her desired settlement but we were not given the opportunity to do so*** *** General Manager *** *** ***
Sent on: 3/24/11:24:AM

I bought car about a month ago, easiest car buying experience Joseph H was my salesman He was very friendly and knowledgable I will be returning to Stevens for future purchases

In response to this consumers complaint, I submit the following
While it may seem to our customer that the timing could have been better, the reality is that when a vehicle repair is being covered by a warranty claim, the warranty company has very specific guidelines and
requirementsThe warranty application requires photographs of the failed part, description and diagnosis from the repair facility among other possible requirementsThen wait for the warranty company to approve or decline coverage. With respect to the part being from "a junk yard" I am hard pressed to think that anyone in our employ would ever tell a customer thatThe fact is the warranty company mandated that we replace the failed component with a USED partBoth times. We get these parts from reputable parts distributorThe part was not installed incorrectly, it was a used part that simply failed
I am not certain where the consumer purchased the vehicle from but it sounds like it was not purchased from a franchised Ford dealerAs a result, they purchased a "third party" warrantyIt is always better to purchase a pre-owned vehicle from a franchised dealership that sells that brandWe offer Ford extended service plans to all of our customersIn this case if the consumer purchased a Ford ESP there is a rental vehicle provision that would have saved the consumer quite a lot of money, and quite possibly a lot of time
When the vehicle was towed back to our dealership, I believe it was a Saturday, we looked at the vehicle that dayThe "third party" warranty company required we re-install another USED partThat part had to be orderedI'm sure everyone involved can understand thatWe received the part on either Tuesday or Wednesday, completed the repair and road tested the vehicle as usualAny delay was caused by the weekend and having to located and order a used component
I take exception with this consumer calling Stevens Ford unprofessional and incompetentI think that assessment is inaccurate, misguided and uninformedOur service Director spoke with the consumer and offered to pick up the vehicle, have it professionally cleaned and detailed and returned to him as to not inconvenience him any further, addressing the concern that there were grease marks left by the technicianThat offer was refused by the consumer
Frederick N***
General Manager
Stevens Ford Lincoln

Complaint: ***
I am rejecting this response because:I was hoping to meet somewhere in the middle of both offers, however, Steven's Ford representative agreed to give me to the end of September to make a final decision.
Sincerely,*** ***

Good afternoon,
After reviewing this issue it was determined that an error was made and a check for the difference between the purchase price and the advertised price was drawn in the amount of $1761.00 on May 6th and mailed May 8th to *** *** *** *** **
If anyone
should need any additional information we will be happy to assist in any way
Thank You
*** ***
General Manager
Stevens Ford Lincoln

Complaint: [redacted]
I am rejecting this response because:
They are presenting facts out of context and more so omitting information. 
Sincerely,
[redacted]

I spoke with [redacted] at 1:00pm on 8/27/2014.  I have addressed all concerns she had and may have.  She explained she just made her final payment today and needs to...

check her finances before making a decision about purchasing another vehicle.  Also I explained to her that [redacted] Book and [redacted] are not Vin specific and or location specific.  I explained I will hold the 12000.00 trade in value till the end of September obviously pending damage and miles from last inspection of her vehicle.   She is completely satisfied and thanked me for my call.
Thank you,[redacted]
General Sales Manager
Stevens Ford [redacted]
###-###-####[redacted]
"We provide quality cars and exceptional service at great prices"

Complaint: [redacted]
I am rejecting this response because:
While I appreciate Kristen's efforts and sympathy, it is unacceptable to me that her efforts have been ignored by these third party vendors.  If these vendors are sending emails in the name of Stevens Ford, they represent the business.  They should be held to a certain standard as they are corresponding with individuals on behalf of the business.  Perhaps Stevens Ford should consider doing business with other vendors or retaining email accounts for their use only; this information is not something a third party vendor should have access to.  If I provide information to one person, I assume it is for that person's eyes only, not other businesses.  I never gave my email address to Stevens Ford in the first place.  Kristen has assured me time and time again this issue is resolved and again, while I appreciate that, the issue persists.  Clearly, stronger and more forceful action needs to be taken. 
Sincerely,
[redacted]

Brought my mustang that was under warranty here 3 times to fix an issue with an oil leak. The dealership made up every reason not to fix the issue. The reasons varied from a broken oil cap to me spilling oil on the motor. They even said any repairs that were under warranty would be voided since I put on an aftermarket exhaust and CAI which is 100% false according to [redacted]. I finally brought it to [redacted] of Branford and not only did they fix the oil leak but several other things that were wrong. The service dept was rude when I called to follow up on my car so so away from this place. I highly recommend [redacted] of Branford over Stephans.

Complaint: [redacted]
I am rejecting this response because:
The correspondence sent by [redacted] the general manager at Steven's Ford, dated 12/10/2014 has many untruths in the message. He states I owe 15,000.00 dollars on the vehicle in question, when in fact, I owe nothing on the car. He also states, there was an offer made to me for 12, 500.00 towards purchasing a new vehicle, this is also untrue.
Once again, Stevens Ford ignored and neglected to respond to my letters, e-mails, and phone calls. When I first went to Stevens Ford, over 6 months ago with my dissatisfaction, and  the many, many problems I was/am still having  with my vehicle, little if, anything was done to  help me.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: [redacted] needs to accept responsibility for their shoddy work and accept the fact that the "repair" they did had to be corrected & the car fixed by another auto body company and that All State took issue with the poor "service" that [redacted] provided. I am done with this. My car has been fixed now and I am putting this extremely unpleasant experience behind me. This is as resolved as it's going to get. 
Sincerely,
[redacted]

Back on 8/28/2014 when [redacted] sent the message to the Revdex.com stating I was fully satisfied with Steven's Ford offer for a trade-in amount, that was completely incorrect information, I was not! As a matter of fact, when I e-mailed and phoned [redacted] just a few days after hearing from her to inquire about an additional option to my complaint, I was told by Steven's Ford she was no longer working there.
 
Therefore, obviously, her offer is not valid, nor have from another manager at Stevens Ford.

Complaint...

ID#:


10019532


Company Name:


Stevens of Milford


Company Contact Name:


David H. Stevens


Company Contact Phone:


###-###-####


Company Contact Email:


[email protected]


Consumer's Name:


Rodger Stolpen


Revdex.com Staff Member (if you know):


**No Response**


Complaint Information:


Mr. Stolpen has been relieved of any liability with our auto body for the parts we ordered on his behalf. We consider this case closed and Mr. Stolpin should be completely satisfied that we are not pursuing any legal action at this time. David Stevens Owner


Sent on:


5/19/2014 11:16:51 AM

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely,
[redacted]

Brought my mustang that was under warranty here 3 times to fix an issue with an oil leak. The dealership made up every reason not to fix the issue. The reasons varied from a broken oil cap to me spilling oil on the motor. They even said any repairs that were under warranty would be voided since I put on an aftermarket exhaust and CAI which is 100% false according to [redacted]. I finally brought it to [redacted] of Branford and not only did they fix the oil leak but several other things that were wrong. The service dept was rude when I called to follow up on my car so so away from this place. I highly recommend [redacted] of Branford over Stephans.

Review: Quick Lane oil change service broke panel under car. This happened on March 14, 2013.

While doing an oil change on our [redacted], a panel under the car which needed to be removed for the service, was instead peeled back and broken in half. We first answered a customer service survey where we described the error. We then answered a phone survey, with a Stevens Ford Rep, where we again described the incident. She assured us this would be brought to the attention of the managment. It has been 3 weeks, and we have not been contacted. Since the invoice is a Steven's Ford, Inc. document, this is who we are addressing.Desired Settlement: We would like the broken panel replaced and installed with a Lexus Original replacement.

Business

Response:

Business Response /* (1000, 5, 2013/04/11) */

Spoke with wife and she is bringing vehicle in so we can replace the shield at no charge

I bought car about a month ago, easiest car buying experience. Joseph H was my salesman. He was very friendly and knowledgable. I will be returning to Stevens for future purchases.

Review: Recently I purchased a 2008 Ford Escape Highbrid at another dealership; along with my vehicle, I also purchased a third party warranty. Two months later when I had trouble with my vehicle, I wanted to bring it to a Ford dealership so I brought my Ford Escape to Steven's Ford of [redacted]. I scheduled an appointment first thing in the morning and because I had work I dropped the car off the night before. When I called near the close of business to see if I could pick up my vehicle, I learned that my car was not even diagnosed. Long story short, after a lot of back and forth and aggravation, it took over two weeks for the dealership to fix the car after they said it was only an eight hour job; the Power Train Unit (PTU) was replaced. When I finally got the car back, it was filthy. I had not given the car in this condition. There was grease in the all over the new mats and in the back seat. My experience was so horrible at this dealership, I vowed to never go back. One month later, my vehicle broke down. So I had it towed to another mechanic. As it turned out according to the second mechanic, the PTU was installed incorrectly. Since the third party warranty paid $3000.00 for the repair, they insisted the vehicle be towed back up to the dealership since they did the original job and the work should be warrantied. To my dismay, my vehicle was towed back to this dealership on September 26, 2015. It is now October 3, and my car still has not been looked at. The dealership has given the excuse that they are waiting to hear back from the third party warranty company. This is unacceptable; at this point my vehicle has spent a total of three weeks up at the dealership and I have spent over $700 in rental car fees and my car is still not fix. Never have I come across such an unprofessional and incompetent establishment. To make matters worse, when my car was brought back to the dealership, I was informed by one of the employees that the PTU that was replaced was obtained from a junk yard.Desired Settlement: I want the dealership to fix the car, especially since the third party warranty paid the dealership $3000.00 to do so; and I want it done in a timely manner. Waiting weeks for an eight hour job (dealership said it was an eight hour job), is absolutely unacceptable!

Business

Response:

In response to this consumers complaint, I submit the following.

While it may seem to our customer that the timing could have been better, the reality is that when a vehicle repair is being covered by a warranty claim, the warranty company has very specific guidelines and requirements. The warranty application requires photographs of the failed part, description and diagnosis from the repair facility among other possible requirements. Then wait for the warranty company to approve or decline coverage. With respect to the part being from "a junk yard" I am hard pressed to think that anyone in our employ would ever tell a customer that. The fact is the warranty company mandated that we replace the failed component with a USED part. Both times. We get these parts from reputable parts distributor. The part was not installed incorrectly, it was a used part that simply failed.

I am not certain where the consumer purchased the vehicle from but it sounds like it was not purchased from a franchised Ford dealer. As a result, they purchased a "third party" warranty. It is always better to purchase a pre-owned vehicle from a franchised dealership that sells that brand. We offer Ford extended service plans to all of our customers. In this case if the consumer purchased a Ford ESP there is a rental vehicle provision that would have saved the consumer quite a lot of money, and quite possibly a lot of time.

When the vehicle was towed back to our dealership, I believe it was a Saturday, we looked at the vehicle that day. The "third party" warranty company required we re-install another USED part. That part had to be ordered. I'm sure everyone involved can understand that. We received the part on either Tuesday or Wednesday, completed the repair and road tested the vehicle as usual. Any delay was caused by the weekend and having to located and order a used component.

I take exception with this consumer calling Stevens Ford unprofessional and incompetent. I think that assessment is inaccurate, misguided and uninformed. Our service Director spoke with the consumer and offered to pick up the vehicle, have it professionally cleaned and detailed and returned to him as to not inconvenience him any further, addressing the concern that there were grease marks left by the technician. That offer was refused by the consumer.

Frederick N[redacted]

General Manager

Stevens Ford Lincoln