Ted Britt Automotive Group

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Revdex.com:
I was
promised an alternative solution thanks to the General Manager JASON F*: The Ted Britt dealer will have the refund amount $paid for GAP coverage sent to GM Financial and have the amount applied toward the 3/of my first three payments and the dealer will pay the balance (1/4) of the third payment.The remaining balance of $which was paid for Premium Maintenance Plan would be paid by Ted Britt dealer Issuing checks payable to the GM Financial up front toward my loan payments 4thto 11th(~) Copies of all check was promised to be mailed/given to me right away, Before my first payment due date
In reference to my previous complaint (ID ***) this resolution is satisfactory to me.
Regards,
*** ***

Our Internet rep made a mistake in the price when quoting an out the door price. Roland J***, one of our sales managers apologized to the customer right away in the dealership and told them that the Internet rep had made a mistake. Mistakes happen. We are happy to work with
the customer but already we are selling that particular vehicle at a $loss. We cannot sell it for a $loss. We will do everything we can to help the customer find a vehicle that fits his needs and budget and we will have him work directly with one of our senior sales reps to make sure that he is taken care of

After the paperwork is signed it's downhill from thereThe service department is awful! I've owned my vehicle for weeks, they've had in it their possession for There were issues that required immediate service, I was mislead on the services completed, and the time frame in which it would be doneEvery time I call for a follow up, I'm given a generic responseI am currently working on a formal complaint to the Revdex.com and FORD

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Ted Britt *** is making material misrepresentations of facts relating to: statements made by employees alleging that they advised me of rebate and incentive add-backs in to the final sales price in advance of the sale; statements made by employees relating to the circumstances surrounding my arrival at the showroom ("bait and switch deceptive trade practice"); and deceptive advertisingMoreover, the response of the the business totally omits the role of *** *** in the transaction prior to the saleIn reality, he negotiated all aspects of the sale and personally arranged/confirmed my initial appointment at the dealershipI am also mystified and troubled by the inclusion of statements by a *** *** *** who purports to have been involved in this transaction when she was notStatements Relating to Add-Ons of Rebates and Incentive to the Final Price
Ted Britt *** relies on an email from *** *** New Vehicle Sales Manager, that says that she negotiated my travalue and disclosed "the additional rebates that were added back to the sales price for college/military and competitive lease"This is a statementI never met *** *** nor ever heard her name mentionedAll negotiations were conducted with *** ***Indeed MrBritt and *** ***, Sales Associate, were the only people that I discussed price with in the sales department prior to going back to FinanceI have attached a copy of my contemporaneous (3/31) internet review of the dealership on dealerrater.com which identifies Ted Britt employees with whom I worked in a substantive way*** *** was not one of them
Ted Britt *** also relies on an email submitted by *** *** wherein he says that "we worked the numbers in advance and that he fully disclosed the various rebates in great detail" in advance of the saleThat greatly overstates his involvement on the financial sideAll of the negotiations on price took place with *** *** although he and *** played "good cop-bad cop" with regard to the travalue negotiationHowever, *** and I did discuss the $rebate and the *** special financing incentive generally and the fact that they were mutually exclusiveI understood that the $rebate would be added into the final price if that was utilizedHe did ask me if I was connected with the military or a lessor of a vehicleThat was itAt no time did he disclose in advance that these other incentives for which I was ineligible would be added back into the price at the time of saleI would have walked out if that was the case since the price would not have been competitiveSimilarly, it was not discussed with me in the context of using other that *** financing since that was never an issue until I went into Finance and learned for the first time that *** did not allow a downpayment over $to be charged to a credit card and that outside financing had to be foundThis was a total surpriseBoth *** and *** had been aware that I planned to pay for the new car using my travalue, a substantial credit card charge, and a $20,loanThe "four square" submitted by the business clearly shows the "out the door" price offered at $29,plus Taxes, Titling, and FeesWhen I first saw the contract price of $33,(from which taxes etc., flow) at the end of an exhaustive day, I asked the Finance professional where that number came fromShe said that she didn't know and that "it didn't matter"It was "not her deal"When I returned to the dealership a few days later and spoke to ***, he hinted that perhaps incentives had been added back to the contract price but was not sure and referred me to another finance person (Matthew) who was not familiar with the specifics of my saleAt no time did *** say that the difference in price were specific rebates or incentives at associated specific costs.
I honestly thought that a paperwork mistake had been made and that the price reflected that made by another dealership on an offer sheet that I showed *** *** to prove that I had a trade-offer of $I am attaching a contemporaneous email to *** *** to that effect in anticipation of meeting with *** *** and *** to discuss the price issueIt was only after meeting with *** that I learned that what Michael hinted at was trueThe final price did include add-ons for rebates that I was ineligible for and which had not been discussed with me*** acknowledged that communication could have been better (particularly, he said, in Finance) and he stated that this is the way internet pricing is packaged "around the beltway"*** said he thought that I was a knowledgeable buyer and understood thisHe did not break down the rebates added but the difference in cost is $2,($33,- $29,+ ${rebate received add-back}), not including the extra taxes and fees paid on the higher amountAt the end of our meeting, *** tried to reassure me that I had, in fact, gotten a good dealAt no time during that conversation did either he or *** say that they had told me in advance of these add-backs for rebates/incentives that I was ineligible to receiveStatements Relating to Bait and Switch
The business relies on an email from *** *** stating that he advised me that the vehicle I was interested in was not available and would take more than a day to arrive and that I was fine coming in and looking at another vehicle, do an appraisal, and take a test driveThis, too, is a statementIn her email, *** *** states that "we switched him to an in-stock vehicle"Again, I have had no dealings with herWhile I did speak to *** and perhaps set the appointment time with him, at no time did he indicate that the vehicle was unavailableI was looking a car that had a "park assist" option and appeared to be a great value given the various options includedSubsequent to my conversation with *** ***, I received a personal phone call from *** *** confirming the appointmentWhen I arrived at the dealership at the appointed time, after driving from ***, Maryland, *** *** told me that he was sorry but that he had forgotten that the vehicle was at the *** Center on display and could not be brought to the showroom that dayHe said that they had a similar vehicle at their *** location and could be brought over to ***He asked if I would mind waiting while he had the car brought over from *** to take a test driveIn the meantime, he would have my vehicle appraisedIndeed, the model that was brought over lacked a fully charged battery (later going dead) from sitting on the *** lotIt was not waiting for me through pre-arrangement with *** as representedNowhere in the Ted Britt response is *** *** mentioned
The model that was advertised was a bit more expensive than the model that I eventually boughtHowever, given the options offered at the VIP price it was a better value for a consumer*** *** convinced me that I probably didn't need the "park assist" function (probably right) and I went on to buy the other carClearly, the purported availability of the internet car (particularly after the foll the phone call from *** ***) lured me the dealership where a sale was made on another vehicleI had already test driven two *** in Maryland and would never have driven an hour to the dealership as suggested by *** ***At the time, I gave *** *** the benefit of the doubt of an honest mistake and stayed since I had already driven an hour to get to the dealershipFrom my perspective now, it seems clear that this was an old fashioned bait and switch tactic and another deceptive trade practiceDeceptive Advertising
Attached are two advertisements for *** *** ** taken from the Ted Britt *** website a couple of days subsequent to my purchaseThey show the manufacturer's featured offers for special *** financing or the $rebateThere also include a litany of other manufacturer offers, including the ones applicable to lessors of certain vehiclesCuriously, I could not locate the military/college rebate on the Ted Britt website at the timeIt may have been on the *** websiteI do not believe that a reasonable consumer could read these advertisements and understand that the "competitive lease" or military/college rebates would be added into one's price even if you were ineligible for the rebate/incentivesThis is gimmickry at its worstRather than a straight-forward price from which you can subtract your rebates and incentives, Ted Britt *** advertises an artificially low price that then gets adjusted upwardEven the fine print doesn't give you warning with regard to offers that you are not eligible to receive or which appear totally unrelated to your situation (i.e., leased vehicles)If this is the way that rebates and incentive are packaged "around the Beltway", as *** *** suggested to me, then a systemic problem exists with the potential for serious abuse.
Contrary to the assertion in ***'s email, I did not have buyer's remorse about buying my *** ***I love the carMy only buyers remorse (other than buying the fabric/exterior protection after later reading customer reviews), is not having slowed or stopped the sale process once it appeared something was amiss and I did not get a satisfactory answer as to how the sales price was derivedI understand that a business has to make money and that the auto sales business is very competitiveHowever, the sum total of my experience with Ted Britt *** *** is that I feel scammed by use of deceptive trade practices, deceptive advertisements, and incomplete disclosure.
Thank you for your consideration
Regards,
*** ***

We
explained to the customer while at the dealership and several times afterwards
how the VIP pricing
works. Customer agreed at the time that he does not
qualify for all the rebates… so it wasn’t that he didn’t receive the
rebates, it was that he didn’t qualify for the rebates. Customer signed
off on a completed worksheet, he has been in twice since going over his numbers
plus we have called him since to go over them again. There is
nothing owed back to the customer as he didn’t qualify for the College/Military
rebates or the Competitive Lease rebates

We spoke with the customer and have already replaced his rim. *** *** is a great customer and we want to make sure it stays that way. Our sevice manager has been in contact with him and we are all good at this point. Please let me know if there are any other
questions.Gardner B***
***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
It only addressed one part of the complaint.  which was the latter part of my complaint.  This response did not address the first part of my complaint regarding the fact the when the car was initally brought to the dealership for repairs that 49 miles was put on my vehicle and for over a day no one could find my car or give me any explanation as to where my was or where it had been sent for service nor was I given any paperwork.  I have requested on several occasions a copy of the paperwork for the work that was performed.  When I spoke with the dealership as to where my car had been repaired I was never given a definite answer,  I was told that it could have gone down the street to a company that they contract with to perform work and to my understanding that company is (5)  miles away; then I was told that it could have gone to [redacted], VA which was (10) miles away.  Either way none of these places equat to 49miles being put on my car.  Again I am asking for paperwork for my car for my records paperwork that would justify the 49 mile that was put on my car from.  Yes I took my car back to the dealer on the 9th of August and I received a loaner car.  I only put 88 miles on that car and I had it from Saturday unitl Wednesday and that mileage included leaving the dealership in [redacted], VA on the 9th of August and traveling home to DC and Back to [redacted], VA to pick my car up.  So how is it that a car that is supposed to be parked the dealer being serviced accrues 49 miles.  NO one at the dealership wants to address this issue or produce any paperwork.Regards,[redacted]

All has been taken care of.  We delivered tags directly to the customer.  Also, customer brought the vehicle into service
on August 9th.  We replaced
the TPMS sensor and reset the system and tire pressure.  We cleaned the brakes, although they are...

new.  In addition, we placed anti-squeal compound
to them.  Test drove the vehicle again
and did not hear a noise.  Re-inspected
and they are in good shape.  Resistall
reapplied to the exterior of the vehicle.

Soon after purchase they had some issues with their vehicle.  They brought
it in and it was...

determined that Ford was going to do a buy back of the
vehicle.  We then searched out the closest match to their current
vehicle.  It was a distance away but
had addtional equipment.  We drove the vehicle back as we do not flatbed dealer exchange vehicles.  Once we received the vehicle, we did not charge the customer
for the extra options because of their troubles.  A RAV is not the
quickest process and then when there is a lien involved it can further
complicate things.  The easiest remedy was to do what is called a
substitution of collatoral which means the original loans remains in affect and
only the VIN number is updated to the new unit.  Unfortunatley
the initial loan was paid off in error; therefore the customer was
not receiving monthly statements nor did they have an account to make payments to. 
Once the error was identified and the customer contacted, they asked to deal with [redacted] directly.  Our GSM from [redacted]
continued to speak with [redacted] to facilitate the correction and offer help.   [redacted] has since reinstated the initial loan and
made contact with the [redacted]'s who agreed that they owe the payments and
acknowledge what was done in error.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Mr. Britt said the following: "Between the dealership and the bank, it took well over a year to resolve. Customer was not billed for 20 months, but was aware that the loan was being fixed, as well as an updated invoice."
This statement is not only inaccurate but also a flat-out misrepresentation of the truth. The issue with our loan is not resolved. Furthermore, neither the bank or Ted Britt was aware of this problem until March 21, 2014 when we finally got the attention of someone from the title department at [redacted] who was able to locate our title. We thought we were making payments up until last fall, which was when we saw that payments were not being deducted electronically from our checking account. This is when we started trying to get in touch with the dealership and the bank over the issue. It took us almost six months to get anyone to listen to us so that we could try and resolve this major problem. Once we became aware that we were not being billed we brought it to both the bank and Ted Britt's attention. [redacted] Britt ignored and/or disregarded our attempts to resolve the issue with him by neither calling us back or responding to our emails. We have all of these attempts documented, as well as the dates of all our correspondence between [redacted]. In addition, we have not received an invoice, as Mr. Britt stated, because our account is still on hold.
At this point we would be more than happy to give Ted Britt the [redacted] back and start fresh elsewhere with a dealership that can properly submit all of our financial information in the appropriate manner.
Again, the matter is not any longer surrounding an issue with the vehicle itself, our issue is with Ted Britt Ford and their complete lack of accountability as a business that is supposed to provide certain and very specific services to their customers. Every issue that has gone wrong is due to Ted Britt's irresponsible operations and inability to correctly complete the "transfer of equity."
[redacted] Britt, you said, "There was a mistake with this paperwork which resulted in a delay finalizing the loan." You and your dealership made much more than just a simple mistake because the so-called "delay" you are referring to was discovered by us a year after we believed everything had been settled regarding the "buy back." Here we are almost 2 years after we purchased the car and the only thing we know is that you and your dealership have caused our family to be faced with a serious financial hardship.
Regards,
[redacted]

No transaction took place therefore
there is no remedy required.

The actual buyer of the car is Happy and this has been resolved.

The wiper arm/blade was damaged and not covered.  The customer using the rear wiper is what damaged the glass.  It is not covered by [redacted].  There is nothing more we can do to get it covered or replaced.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I was told by Mr.J[redacted] that he would check for additional rebates and speak with the General Manager and get back in touch with me.  The next day I called multiple times and left 2 messages with sales reps to have Mr.J[redacted] return my call.  I never received a call back.  Additionally, I sent an email to Alicia W[redacted] asking fora return cal from herself or the GM on the situation.  
I truly wanted to do business with the staff at Ted Britt.  To ignore my calls was disrespectful and unprofessional in my opinion.  I made visits to several other dealerships who stated that if they made a similar mistake, they would honor that mistake.  I have made mistakes pricing some of my parts I sell for motorcycles and have stood behind my mistake.  
In 20+ years of purchasing vehicles, I have never had such a poor experience.  I would like a call from the general manager at the very least since the staff at Ted Britt will not return my calls.Regards,
[redacted]

I spoke with **. [redacted] and apologized for the way we handled the deal.  The salesman dropped the ball and didn't call him back for several days.  I am refunding the customers deposit.  I offered to find him another car, they think they have one in Alabama.  I gave them...

my contact info incase they have any other questions or concerns.  Thanks.
Gardner B[redacted]

Front bumper was repaired according to manufacturer specifications by dealer.

The return of the customer deposit is already in works. The customer agreed to numbers with us, but was not happy with our financing. Normally, we do not hold vehicles but with a deposit we will hold them for a short period of time. After numerous follow ups over a 3 week period (which was an...

exception we made to try and help him out), we were unable to continue holding the vehicle.

I had the worst experience with Ted Britt Ford Lincoln that is located in Chantilly, VA on Saturday 23 April 2016. They charged me for a diagnostic check on my vehicle and instead of fixing the issue on the vehicle, they only let the air out of my tires by 20PSI. I had a tire pressure sensor fault on my truck and told them and even showed them the issue and that's all they did for me. They said they "let the air out of the tires and that should fix the issue". I was assuming they new something that I didn't so I believed them. Drove 30min away and wouldn't you know the light came back on saying tire pressure sensor fault. I called and told them the issue and returned with the same issue I came in with and then showed them yet again what the issue was. After they "found" the issue they proceeded to tell me that they where going to have to charge me for what they failed to find the first time. It isn't my fault you didn't do your job and find the issue. If you are going to do something I expect you to find the issue and fix it. DO YOUR JOB is all I can ask for and want.

At customer's request, we replaced the spark plugs.  Customer chose not to do the other repairs recommended at Ted Britt.  Customer paid for the spark plugs and labor, nothing else.  There is no money due back or money overpaid.

[To assist us in bringing this [redacted]er to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:Ted Britt [redacted] is denying any complicity due to the failure of their service department to perform the requested service.  I will forward this complaint to [redacted] Corporate.  I will certainly advise anyone not to do business with Ted Britt [redacted] or any of the many other franchisees owned by the Britt family.  There is nothing else I can do. 
Regards,[redacted]