Super Subby's

Response:[redacted], I personally spoke with [redacted] addressing his concerns. At no time did we ask his son to bring in vehicle to have my service department, review for any damage as that is not done by dealer. There is a company that inspects the vehicles for the leasing company, and at no time do we...

get involved. I personally helped [redacted] and his son get out of there vehicle and into a new one. He was over on his miles allowed and I did my best to assist him,as it was no easy transaction. I also helped him in the past and was quite shocked by complaint. I told him we never pay damage on a vehicle that was leased. If his son damaged the car, he would be solely responsible, as it would not be fair to me to pay for something that his son had done. There was a point in our conversation when [redacted] asked me to pay the 843.23 and after informing him I am not responsible for damage incurred by his son, he then asked me to pay half the damage, which somewhat surprised me, as if he was just taking a shot at me. Again I told him we are not responsible for his sons actions. I will go above and beyond for all my customers, but we do not pay for lease return damage. He mentions he had no indication he would be responsible,yet it clearly spell it out on the lease for contract for the returned car. We do not have Revdex.com cases. We believe in our reputation,and stan clear of controversy. This is simply putting the blame where it does not belong. Thank you for the opportunity to respond. [redacted], GM Malouf Chevrolet. Please feel free to contact me.Sent on: 8/4/2015 10:23:11 AMSent by: [redacted]

As Service Director I personally inspected Mr. [redacted] vehicle with the technician as diagnosis was in process.   The following are verbatim notes written by the technician in regards to Mr. [redacted] concern: CK NO HEAD LITES TRACE OUT CIRCUITS NON FACTORY HEAD LITE...

WIRING RELAY BANK CONNECTOR WATER ENTRY IN HEADLITE RELAY AND HIGH BEAM RELAY CONNECTORS RELAY PRONGS BROKEN RUSTED IN CONNECTOR REC RELAY AND CONNECTOR REPLACE OR REWIRE CK NO HEAD LITES TRACE OUT CIRCUITS NON FACTORY HEAD LITE WIRING RELAY BANK CONNECTOR WATER ENTRY IN HEADLITE RELAY AND HIGH BEAM RELAY CONNECTORS RELAY PRONGS BROKEN RUSTED IN CONNECTOR REC RELAY AND CONNECTOR REPLACE OR REWIRE   As the technician's notes show ( SEE ABOVE ) there was rust ( water intrusion ) and broken prongs in the relay ... and after this was addressed the vehicle may need wiring repairs. Since Mr. [redacted] declined to go any furtherand picked up his vehicle after paying the pre-authorized diagnostic charge, we would be unaware that the relays repaired the vehicle. Mr. [redacted]would not have know that the relays were the first option if we did not diagnose the problem. We are happy that the relays repaired the vehicle and that Mr. [redacted] did not have to incur the additional expense of a wiring repair. In regards to the allen head screw that is missing , the technician could not have diagnosed the vehicle properly as the screw was so rusted it would not allow removal of the relay connector for inspection and the issue would have never been discovered.As a matter of goodwill we would be happy to install a new screw in the vehicle in the location of the previously rusted screw at no charge to Mr. [redacted].

Complaint: [redacted]
I am rejecting this response because: THIS VEHICLE WAS PURCHASED WITH THIS LITE SYSTEM.. SALEEN MUSTANG GT... THE DEALER is well known as DISHONEST to clients after I reviewed online.... THANKS GOD facebook exists, I will record a VIDEO REGARDING DISHONESTY FROM THE DEALER.. they are rip offs, dishonest and bad diagnosed mechanics,,, I SPENT ONLY FEW BUCKS TO FIX MY CAR, when they delivered my car, they didn't informed me about the HORNET BEING broken, I FOUND THIS PROBLEM AFTER I installed the new relays.. FORD DEALER MUST GIVE ME MY MONEY BACK FOR BEING DISHONEST...
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Mr [redacted] does not have his facts right ..... during our conversation I advised him I was surprised that his company would not make some type of counter offer on the balance due, which he did not find acceptable. My son and I would have been satisfied with splitting the balance but he said that was not going to happen ....  indicating to me that I was not truthful.Again, his salesman [redacted] told me on numerous occasions that I assume NO LIABILITY on the 2012 [redacted] if my son and I leased a new car with them. In my 40 years of leasing and purchasing vehicles from various automobile companies I have never had an issue with the dealership nor made a single complaint for that matter.The Malouf salesman was dishonest with my son and I and there sales practices are not be trusted. Needless to say I will never purchase another vehicle from this dealership and I will advise others of there position on this matter.
Regards,
[redacted]

The dealership has never had a practice of waiving any charges, as the Lease agreement is between the customer and Ford Motor Credit as is the inspection process. Ford Motor Credit, not the dealership, sends a third party inspection company, of which the dealership has no interest in, nor any power to waive damage. What Mr. [redacted] was explained by the manager was that years ago  the dealership was allowed to do the physical inspection when the vehicle came off lease . That responsibility was taken away from all dealerships by Ford Motor Credit several years ago.The agreement to keep the vehicle damage-free or, to be responsible for the damage is standard in any lease contract, and, as such that agreement is between the customer and the lease company, which in this case is Ford Motor Credit. It is our understanding that Ford Motor Credit reduced the original amount to repair from $622.72 to $322.72, a savings to Mr. [redacted] of $ 300.00. This reduction is totally at the discretion of Ford Motor Credit. The dealership has no authority to waive charges, nor did we ever mislead Mr. [redacted] or any other customer to believe that we could.

Complaint: [redacted]
I am rejecting this response because:The manager admitted to a prior practice of taking care or the waving of a charge to repair minor nicks and dings. At no time did anyone at the dealership notify me that the practice of waving a charge to make minor repairs to my returned vehicle until I spoke to the manager after I was charged by Ford Credit for the repairs. Also, Ford Credit told me the nick was not repaired prior to the auction of the vehicle. As I stated in my original complaint, the dealership failed to notify me of a change in their practice to wave charges for minor repairs.
Regards,
[redacted]

Malouf Ford-Lincoln does not inspect nor does Malouf Ford-Lincoln assign charges when a customer turns in a lease vehicle. Ford Motor Credit retains a third party inspection company at their expense. The third party company inspects all vehicles and assigns charges for any...

and all  damages . The dealership has absolutely no say in this process. We are sure that all customers are aware that they are responsible for any damages that occurred while the leased vehicle was in there possession as stated in their lease agreement. As a matter of goodwill, and out of respect for the fact that Mr. [redacted] released a Ford vehicle, Ford Motor Credit reduced the original amount of $ 622.72 by $300.00, leaving a balance due from Mr. [redacted] of only $322.72.Malouf Ford - Lincoln regrets the perception of Mr. [redacted] that the dealership should somehow be responsible for damages incurred while the vehicle was in his possession. But we do feel that since Mr. [redacted] is not a stranger to the sales/lease process we are sure that he understands that any damage would be his responsibility.

Customer [redacted]'s concern was addressed and customer only paid his $100.00 deductible. vehicle was slightly out of warranty by only 300 miles, So [redacted] called General Motors extended warranty representative and had them agree to perform customers repairs for only his...

deductible. Customer is Satisfied with resolution and will return for service.[redacted]
[redacted]

Good morning. We received a letter in regards to ID#[redacted]. The vehicle in question was entered for the wrong amount on-line, we realized this and immediately corrected it. The asking price of the Explorer was $28,995.00.