Tom Peck Ford, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Bryan *** First, The reply they say about the brakes is False!! Mr*** thought the brakes may need to be "Adjusted" Also I mentioned the items I installed on my truck (GMC) to Adam and all he said was that the trade in price was to help me. Last but not least, The price on the truck I bought was their sticker priceNot a sale price according to Adam and John!! All they do is lie so I will wash my hands of them and tell EVERYONE how they operate!!!! Facebook goes a long way and you can tell Tom *** I said that!!!!!!

We did want to make things right with the customer and we did get him into a new vehicle and we believe he is happy and this should be resolved

Mr [redacted] was given both a price well below our advertised sale price and a more than fair trade in value, to remedy his concern over the truck...

he purchased. The 2004 GMC Sierra that he traded back in to us, was inspected by both our ASE certified technician as well as an inspector from the State of Wisconsin DOT (in response to Mr [redacted]'s complaint) and was found to be in satisfactory condition. Mr [redacted] had alleged that he had the 2004 GMC inspected and that the brakes were "barely above the legal standard" and in need of repair. This was a false statement as the brakes (both brake pads and brake rotors) had just been replaced during the original inspection prior to his purchase. When we explained to Mr. [redacted] that the brakes were new and not in need of repair, he changed his statement saying that he really didn't have the brakes inspected, but that they "felt low." Ultimately, the 2004 GMC has passed (2) inspections and is in satisfactory condition. Additionally, Mr [redacted] certainly could have requested during negotiations, to keep the items that he had added onto the truck that he traded back into us. The most recent message he sent to the Revdex.com was the first time we were aware that he wanted to be keep or be reimbursed for any items.   Our goal has always been to provide customers a positive sales and service experience and we have tried to do that for Mr. [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
   When I first went to Tom Peck, I asked for a salesman named Joe, which he had helped us get a car a few years ago and we had no problem. [redacted] wasn't there. We wanted  to look at a Chevy Malibu that was in the paper for $3999, but [redacted] never even brought that car out , instead he brought out this Chevy Cobalt. There was no sticker on the car so I never saw a price on it. We took it for a drive and it seemed fine. He just kind of forgot about the car we asked about. Then I asked him how much the car would be with tax, license, and gap insurance. He told me $7500, out the door. I asked him several times that everything was included in that price and he assured me it was. I asked him what the payment would be with $2000 down and he told me around $136 - $143. We left and when we got home I called back to make sure I had all the information right to tell my husband and he told me $7500 out the door. We went back a few days later so my husband could drive it. He thought it was good but it was the first car we looked at and we wanted to see different prices and different options. That day he had a auto-check paper sitting on the table, but I couldn't read while he was talking to us so I picked it up when we were leaving and he said I couldn't take it. I've bought a lot of cars and they usually give you a copy or go on the computer and show you the auto-check. With all the cars that I have bought I've never had a car dealer switch up the price on me. They kept calling us to see if we wanted the car and I told them we were still looking. 
   We decided to go back a couple weeks later and take it for another drive and we asked if that was the lowest they could go on price. Last time we saw the car it had a broken mirror and this time we noticed the speakers didn't work. He said they would fix the mirror and speakers and take off $200. We decided to get the car. They made up the contract and went through it so fast, pointing at different amounts $6000 and $7000 and I know now I should have slowed him down and looked things over better. My daughters were there asking questions and it might have distracted me. I then looked over the contract later that night and all the numbers that they told me were completely different. I called them the next morning and they told me I misunderstood that the $7500 was just what I was financing. No you told me $7500 out the door which to me means the final price with everything included that I asked about.
   Then I wrote a certified letter to Tom Peck ,the owner. [redacted] called to set up a meeting which I thought was with the owner. When my daughter and I got there it was just [redacted] and he told me the $7500 was just the financing and he wrote numbers down on paper for us, which he never did. He was making up stories and putting words in my mouth that I never said. My daughter and I just looked at each other. He was telling me I was mad because I found another car cheaper after I bought this one. Not true! He basically called my daughter and I liars. He was trying to cover for his mistakes. I asked him so many times about the $7500 including everything and he kept saying $7500 out the door. I went home and called and asked to talk to the owner Mr. Peck and they told me he wasn't there and he would call me back. He called back and said that they would fix the mirror and speakers which I feel should have been fixed before they sold the car if it was $7999. I never saw that price $7999 ever the whole time we talked about the car. He  told me he took off $200 and he couldn't take any more money off because he would lose money and that he couldn't do anything for me. He just kept saying he couldn't do anything more for me! If he couldn't sell me the car for $7500 why did he tell me that price. I wrote the letter to the owner and asked to talk to him not to [redacted] and he never talked to me until I called him. He didn't do anything for me. He took the word of his employee and called us, the Customers, liars! So we ended up paying over $9000 for 2006 Chevy Cobalt. They were going to lose money, are you kidding me. Now I  have talked to other people that told me they were told one price and ended up paying another higher price too. Same Deal! Car dealers aren't supposed to switch prices on you and take advantage of you, they are supposed to help you. My daughter works hard for her money and I don't like seeing her ripped off on her first car purchase. I think they could have at least offered to take some more money off the price of the car or refunded some of her money. What ever happened to the phrase, the customer is always right!
[redacted]

Mrs. [redacted] had contacted the dealership about purchasing a vehicle for her daughter. She had come in and selected a 2006 Chevy Cobalt that we had in stock. She asked [redacted], our general manager for both pricing and the previous owners information, of which both she was provided. Mrs....

[redacted] was provided with an Autocheck vehicle history report at the dealerships expense (as these reports cost approximately $40.00 to obtain.) She left with her daughter that day stating it was her intention to continue to look at other vehicles before she purchased. Over the next three weeks, Mrs. [redacted] continued to contact the dealership stating that she was going to return to purchase the vehicle, but kept rescheduling her appointments with us because she had found another car to look at. During one of many phone calls, Mrs [redacted] asked Mr. [redacted], what would her monthly payment be and how much would she be financing if she put a total of $2,000.00 down towards the purchase. She was given the monthly payment and told that she would be financing a total of approximately $7,500.00. Mrs [redacted] contacted our Sales Manager, [redacted] that she would like to come and purchase the Cobalt, but that he would have to do better on price. When she arrived Thursday January 8th to purchase, she asked to test drive to vehicle and then to re-negotiate the purchase price. Her original purchase price was to be $7,995.00 (the current advertised sale price listed in the State Line Shopping News.) The monthly payment was $143.79 with a balance of $7,439.62 to finance after her $2,000.00 down payment. At that time, Mr. [redacted] provided her an additional Autocheck report ( an additional $40.00 expense for the dealership) gave her another $200.00 discount, and lowered her monthly payment to just under $136.00 / month. Additionally, Mr. [redacted] agreed to replace a cosmetically damaged side view mirror as well as replace to non functioning audio speakers at no cost to Mrs. [redacted]. After more than an hour of negotiation and paperwork review, Mrs. [redacted] agreed to this purchase and took delivery of the 2006 Chevy Cobalt. A few days later, Mrs [redacted] contacted the dealership stating that she thought there may have been an error in the figures she had with regard to the purchase. She made an appointment, and Mr. [redacted], Mr. [redacted] and Mrs. [redacted] as well as her daughter reviewed all of the forms and figures. At that time, Mrs. [redacted] stated that she thought Mr [redacted] had said that "the vehicle was going to be a sale price of $7,500.00 and that she would be financing less."  Again she was thoroughly explained, that she asked specifically "How much total am I financing? And what is my monthly payment going to be?"  Again, Mr. [redacted] told her she was financing just under $7,500.00 with $2,000.00 down payment. She was then given a complimentary loaner vehicle and we replaced her mirror and door speakers at no charge. Mrs. [redacted] claims are unfounded and untrue. She was treated in the same manner we treat all of our guests, with great customer service, honesty and integrity. In my opinion, Mrs [redacted] letter tries to impart that she was somehow deceived or pressured into signing forms that she did not understand or review. However, Mrs [redacted] had purchased from Tom Peck Ford in the past, she negotiated and discussed this purchase over a (3) week period, and then spent over 1 1/2 hours reviewing the vehicle and final paperwork before agreeing to and signing documents to complete this purchase. The cookies that were sent come with a card that says "Thank you for your purchase." I certainly apologize if Mrs. [redacted] did not find them agreeable, but we get many compliments about the cookies and we let the cookie company know that we had a customer respond that they were "Stale".  Thank you for time. Respectfully,  [redacted]Sales ManagerTom Peck Ford(608) 676-2273 [email protected] email

Mrs. [redacted] is a good customer that has purchased vehicles from our dealership before. We do our utmost to make sure we treat all of our customers with respect and pride ourselves on customer service. "The customer is always right" is statement that goes to the promise of customer service, and to that extent, I agree. Each customer will be shown respect, proffesionalism and a desire to meet and exceed their expectations. However, if a customer has unrealistic expectations or impressions that are not accurate, it would be almost impossible to deliver on those expectations. There are some glaring inconsistencies in Mrs. [redacted] statements. Most importantly, that Mrs. [redacted] was rushed or deceived in any way whatsoever. As I have stated before, Mrs. [redacted] had visited the dealership on multiple occasions, made several phone calls prior to her decision to purchase. Moreover, she had been at the dealership for more than two (2) hours on the day she decided to purchase. Much of that time was spent explaining and reviewing all financial information, paperwork and features relating to the purchase of the vehicle. Mrs. [redacted] statement that "she may have been distracted by her daughters" would not explain her being unclear of the financial information being presented, explained and ultimately,being agreed upon by Mrs [redacted] when she signed all of the necessary documents. From Mrs. [redacted] statement, one would be lead to believe that a mother and daughter were taken advantage of, denied access to information and rushed through a purchase decision. That statement is both skewed and inaccurate. If one looks at the numbers of visits, the amount of time spent in person as well as on the phone, and the follow up conversations, Mrs. [redacted] was clearly not "rushed."  With regard to the Autocheck vehicle report, we purchase them on behalf of every customer that request them. We, as the dealer cover that cost completely. We purchased that report twice (2) for Mrs. [redacted], once during her first visit, and then again on the day she purchased the Cobalt. Mrs. [redacted] stated that "she was not allowed to take the first Autocheck report with her." That is simply not correct, as there is no reason she would be given the report and then asked to give that report back. I believe she may have misplaced the initial report she was given. Ultimately, she was provided a second report before we completed any financial documents. That report showed this Cobalt scored well above many similar vehicles. Mrs. [redacted] stated that she was told that the price of the car would be $7,500.00 out the door. That is not a true statement. Mrs. [redacted] asked "What is my payment and how much will I be financing." She previously stated that she was putting a $2,000.00 down payment and wanted the optional Gap Insurance.  Mrs. [redacted] was told her total amount to finance would be $7,500.00, which included all fees, and after her $2,000.00 down payment. She had asked "What is the payment and how much would I be financing and that is what she was given. (That amount financed and her monthly payments were also reduced prior to her signing final paperwork by means of additional discounts).  Lastly, with regard to the vehicle pricing, the numbers provided initially, during follow up phone calls and finally at the time of delivery were always consistent with the lone exception being an additional discount provided to Mrs. [redacted] prior to her decision to purchase. I am sorry Mrs. [redacted] is not completely satisfied with her purchase. She does in fact have a reliable, well maintained, pre-owned vehicle, that she negotiated upon, and in fact decided to purchase. She is always a welcome customer and we look forward to seeing her again in the future.    Tom Peck Ford

Review: I took my daughter to Tom Peck to buy her first car. We found one in her price range and even looked around at other dealerships. After discussing price more with the salesman at Tom peck he told us he could drop another $200 off the price. The very first time we looked at the car, they refused to let me take home the auto report and after hardly taking a glance at it, all he wanted to do was talk numbers. From the very beginning of applying for the loan, he told us the cost and included the tax, fees, plate transfer, and gap insurance. He knew exactly what the budget was and that was why we chose this car. The day we actually purchased the car I brought one of my other daughters with. The salesman was going through everything so fast and with both daughters as witnesses discussing the exact price, he managed to fly through the paperwork without explaining numbers. Of course it was my own fault for allowing the distractions and not stopping him to allow me to fully look at the contract, but somehow he upped the price almost $2,000 more than what we agreed on. My daughter just graduated high school and wanted to spend around $6,000 on her car and ended up spending around $9,000. After contacting them several times, even writing letters to the owner, they called us down there and the owner didn't even have the decency to show up. The same salesman that ripped me off assured us that it wasn't their fault and that their employees were being truthful. The manager [redacted] was putting words in my mouth saying that I misunderstood. I'm not quite sure how I could misunderstand being told I'm paying one price and then get charged another $2,000. The manager told me that he wrote it all down for me on paper, which was extremely untrue. And then he had the nerve to say I was mad because I found another car down the road for less money, which was an outrage. He changed around what I said after I told him the car was not worth what he sold it to me for and I saw newer models of the car online for less money. He basically called us liars. I went home and called the owner myself and he told me he had to take his employees word for it and he couldn't take any more money off. He did not provide any customer service or resolve any issues, he was rude and disrespectful as a business owner. Our contract shows that the car started at $9,000 when the starting price was actually $7,500 with everything included and additional $200 off. When I asked the owner about the numbers he said he had to have those numbers on there for his accounting, which makes no sense. I smell a scam. All they did was send a box of week old cookies as if it would solve everything. Not only did they do this to us, but to two different people my daughter and I both know. I don't understand how this can be allowed. They have cameras in their lobby and their tapes should be reviewed at once.Desired Settlement: I would like to see my daughter get her money back for the car she got, and pay only the price she was promised the first time. It is no where worth the price they sold it for. However I realize the chance of a refund is very unlikely, in which case I would like people to be aware of the scheming employees at Tom Peck Ford. My family owns a business, and I promise you that every chance I have, I will inform people of your dirty business and do everything in my power to keep potential customers from buying from your car lot. I hope that Tom Peck and his employees feel good about themselves for cheating people who have very little, especially an 18 year old buying her first car.

Business

Response:

Mrs. [redacted] had contacted the dealership about purchasing a vehicle for her daughter. She had come in and selected a 2006 Chevy Cobalt that we had in stock. She asked [redacted], our general manager for both pricing and the previous owners information, of which both she was provided. Mrs. [redacted] was provided with an Autocheck vehicle history report at the dealerships expense (as these reports cost approximately $40.00 to obtain.)