Tracy Ford

Tracy Ford has apologized to Mrs*** and offered to cancel the extended warranty and gap insuranceWe are not giving any more items to her for freeBecause we are unable to come to an agreement, we are willing to undo the car dealShe can bring the car back this weekWe will undo the
transaction and refund any and all monies involved

Customer came in on 8/15/for a diagnostic service becauseher check engine light was on. Mileageof the vehicle was 148,when arrived and 148,when left the shop. Tracy Ford’s mechanic hooked up IDS to self-test and foundBank and OSensors faulting. TracyFord’s
mechanic recommended replacing OSensors and rechecking. Tracy Ford’s Service Advisor called and told customer whatwas needed and customer authorized repairs in the amount of of $692.76. The Service Advisor told customer he had toorder parts and that they should be here on 8/16/2015. Wrong parts were sent so repairs had to waituntil the correct ones arrivedTruck was finished on 8/17/2015. Customer picked vehicle up that eveningCustomer called on Sunday 8/20/to leave a message for theService Manager but he is off on Sundays so he was not able to return customer’scall that day. The Service Manager did call customer back on 8/21/andmade an appointment with customer to discuss the issue on Wednesday 9/23/2015at 2:pm. However customer did notshow for that meeting, nor has customer called since. Currently Tracy Ford is understaffed and are not able tokeep up with the volume of calls that are needed to be made every day. Tracy Ford tries the best to call as soon aswe can; sometimes it is the next day. TracyFord’s service department is working on hiring more people to reduce the amountof calls each service advisor makes per day, that way the Service Advisors canhave better communication with the customers. Customer is requested to call the Service Manager to set upanother meeting to discuss resolutions

*** *** *** *** *** *** *** *** *** *** ** ***Purchase Date: 10/28/2015*** *** ***Vehicle: To Whom It May Concern,Tracy Ford is in receipt of your letter and we have reviewed this matterOur response is as follows:
*** *** came in to Tracy Ford to special
ordered a truck to use for her food truck business. She had Tracy Ford’s sales consultant call Cal Central Catering Trailers, the company that was building her food truck. Cal Central Catering Trailers gave Tracy Ford’s sales consultant all the specifications over speaker phone; *** *** was present in the room with Tracy Ford’s sales consultant. *** *** agreed to purchase a F-*** based on Cal Central Trailer’s specifications. *** *** asked Tracy Ford to deliver the truck to her builder instead of having it delivered to Tracy Ford for her to pick it up.Once delivered to Cal Central Catering Trailers, the company told *** *** that it was the incorrect size. The truck was too small.*** *** contacted Tracy Ford regarding this. Tracy Ford is currently in process of getting *** *** a new truck based on the correct specifications, which are in writing, from *** ***’s building company, Cal Central Catering Trailers

It was a SATURDAY ACTUALLY, AFTER I PICKED UP ON THE THURSDAY EVENING. Open SaturdaysDid not show for appointment because service manager is a jerk and rude. Should have got me in sooner. Light is ON and I DO NOT TURST THEY DID A THING! I don't trust them what-so-ever, and do not wish to pour any further time into a business who treats customers the way they do. I have spoken to several friends and they too, say that the only way to get them to do anything is by hounding them. They call it short staffed, but I call it bad business. I cannot trust them do fix it, if they didn't do it correct the first time around. I agreed to the work yes, but it was to get my light off, not on within days! UnacceptableIf you are so short staffed, how do I know you did a thing to my far? Don't believe a word they have said so far to me. I should have known when we looked at cars at Tracy Ford by the shady sales guys, that they were shady in every part of the business. Will not be going backRIPPED ME OFF!

The customer emailed me this morning at 10:38am informing me he was sending this complaint for reasons stated. This was the first time I was hearing about the issue. Today I have faxed and emailed the customer the Cancellation Form and once I get it back I will personally submit it to
our Business Department. Warranty and Service Contract Refunds can take 4-weeks to be completely processed

Revdex.com Response for: *** ***
*** *** *** *** ***
*** ** *** To Whom It May Concern: Tracy Ford is in receipt of Case # *** and we have reviewed this matterOur response is as follows: On 1/23/the stated customer came to Tracy Ford and purchased a
Ford ExplorerAt that time he traded in a Nissan Sentra which Tracy Ford included in the purchaseThe signed contract states that Tracy Ford would pay off the customer’s trade at the determined value amount of $6,300.00. At the time of sale, the customer informed his *** *** that he had not made the last loan payment on the vehicle because he had hoped the vehicle would be valued at its full payoff amountThe customer also informed the *** *** that he needed it paid off right awayAfter the sale, the customer’s wife contacted our business office several times and spoke with one of our representatives who has explained that Tracy Ford will not pay off a trade until the deal is funded by the bank. Tracy Ford’s business representative reminded the customer that they did not make the last payment due on their trade’s loan and that Tracy Ford was paying only the agreed upon value of $6,300.00. The customer was responsible for any difference due to the lender to make the payoff whole and any overages would be refunded by the lender directlyOn 2/10/the deal was funded and a check in the amount of $6,was mailed via *** to the lender. As was stated to the customer, Tracy Ford is not responsible for any late payment or non-payment fees incurred while the customer’s deal was waiting to be funded by the bank. Tracy Ford has no further action at this time

We appreciate your feedback regarding this situation and understand your frustrationOur sales and service team has spoken regarding your situationRemoval of the fuel cell is an enormous task that we would need to discuss further with you in order to do your workOur Customer Relations Manager
has spoken with *** and *** the General Sales Manager and they both state that Tracy Ford only agreed to do the electric steps on the vehicle*** was correct in saying that the fuel cell would either have to be removed by yourself or by someone other than the dealership because our Service Manager will not approve the fuel cell work to be done at this timeWhile we understand that you are upset, we have to be able to talk and communicate effectively in order to better assist youWe will need to have further discussions to see how best to handle this situationIf the customer has any further questions please reach out to *** the General Sales Manager at ***We will be more than happy to sit down and have a reasonable conversation to help iron out any further details before we start any work on the vehicle

Tracy Ford no longer has any records of the address, number, or email the customer provided belowWe understand the customers frustration with this situation and apologize for the inconvenienceWe have come across another *** *** from Stockton CA, with a different phone number and address
attached to the nameTracy Ford would like to confirm if the information is the customers contact informationIn order for the dealership to get the customers information all the way out of the systems we need to make sure we have the right information from the customerIf the customer could please call *** at his earliest convenience to see if the other information is in fact his before we can follow protocol and remove the information*** can be reached at *** or emailed at ***

It is Tracy Ford's understanding that we have resolved this complaint directly with the customerTracy Ford was told the customer will withdraw their complaint

I am rejecting this response because:  Tracy Ford has given absolutely NOTHING to me for free so I don't know why they say that. The only thing they have done is lied and provided shady service which should be reviewed by a higher being. Canceling a contract that was in compensation for their sexist behavior makes no sense at all. I will not EVER tolerate discrimination in that capacity with a simple apology.  Corportate office has all the recorded voicemails and both my husband and I were led to believe the same thing. There would not be an issue if they were honest and up front about all of these things being an additional cost.

I am in receipt of the response from Tracy Ford regarding my complaint.My apologies for the delay in my response. My daughter has been diagnosed with late stage cancer and has been fighting for her life since October, 2014. I have been at her bedside in San Francisco every day since she was admitted. Needless to say, that has been my priority. Although Tracy Ford and I disagree as to what has transpired, the bottom line is they are now offering to rectify the problems with my stereo/phone/navigation system.I have only one question, and that is why must I now travel to Antioch to the Chrysler dealer there when we have a Chrysler dealer in Tracy?We decided to purchase our replacement vehicle locally to avoid long trips for maintenance and repair. This certainly defeats the purpose.We would like to know in advance what the Chrysler dealer plans to do with my vehicle. We want no further surprises regarding our system. IF the Pioneer system could be properly installed, and everything would work as it should, we would not be opposed to that. However, that has not proven to be possible. It is possible that the Chrysler Corporation is more knowledgeable about what is compatible and what is not.

On 10/9/2014, [redacted] purchased a 2007 [redacted] CX-7 for $10,922.00. Mr. [redacted] decided not topurchase an extended warranty. He signed an AS-IS agreement, which states, “Youwill pay all costs for any repairs. The dealer assumes no responsibility forany repairs regardless of any oral statements...

about the vehicle.” The customer also signed another document called Understanding of Non-Warranty Sale, whichstates, “It is hereby understood by the purchaser and the seller, Tracy FordUsed Vehicles, that the vehicle described above is sold in an “as is”condition, with no warranty of merchantability or fitness for a particularpurpose, and Tracy Ford Used Vehicles neither assumes nor authorizes anyone toassume for it any liability in connection with the sale of the vehicle. I alsoacknowledge that I was given the opportunity to have the above listed vehicleinspected by my own mechanic prior to the purchase of the vehicle.”On 10/17/14, the customer brought the vehicle to Tracy Ford’s service department for a checkengine light that came on. At no charge to the customer, we diagnosed theconcern and replaced the mass air flow sensor, one coil and a spark plug. On 12/10/14, Tracy Ford checked for an oil leak by putting an all in one dye in the vehicle todetermine where the leak is. The leak appeared to be between the engine and transmission.We recommended the customer take the vehicle to [redacted] for further repair. Thecustomer was also not charged for this service visit.On 01/28/15, the customer brought the vehicle back to Tracy Ford for inspection ofan oil leak. When the technician went out to bring the vehicle in forinspection, the vehicle would not start. The customer declined to have thatissue checked out. Two days later, the customer approved the inspection and itwas discovered the starter had failed. Customer wanted the vehicle to berepaired for free. The vehicle never started while here or moved from theoriginal parking spot. The customer had the vehicle towed out. No repairsperformed. Once again, there was no charge to the customer for the inspection.Tracy Ford has no obligation to repair the vehicle once it has been sold. However, as a good will gesture, the service department agreed to address the customer’s concern by inspecting and diagnosing the vehicle.

On 8/1/2017 the customer purchased a truck from Tracy Ford.  After the date of purchase, the lender contacted the customer to get verified proof of certain documents to complete the loan process.  When the lender did not receive the documents they did not provide funding to Tracy Ford for...

the vehicle and Tracy Ford is required by law to send a 10 day rescission letter to the consumer stating that if funding is not received the consumer must return the vehicle.   When the customer called, it was explained that funding was simply pending the documentation that the lender was asking for and once it was provided there was no further action.  At that point the consumer went to a different dealership and attempted to obtain funding from the same credit union that had been used for the deal at Tracy Ford.  The lender alerted the dealership.Since this complaint was filed, the consumer has returned the truck to Tracy Ford and his original monies has been refunded to the consumer.  The consumer is bringing back to the dealership the license plates that were sent to the consumer from the State of California.At this time there is no further action by either party after the license plates have been returned to the dealership.

Revdex.com Responsefor:[redacted]
[redacted]
[redacted]
[redacted]
[redacted]2015 F-250To Whom It May Concern:Tracy Ford is in receipt of your letter and we have reviewed this matter. Our response is as follows:On 10/2/2015 customer came in to look for a new truck. Customer purchased a...

2015 F-250.  On 10/4/2015 the Sales Consultant saw customer in the Service Department and helped him retrieve personal items out of trade vehicle and helped the customer’s friend with his F-350 Sync questions. On 10/5/2015 the Customer Relations Manager (CRM) called customer and had to leave a message at 3:28pm.  CRM wanted to check in with customer to see if he had any questions about his new vehicle and to update hisemail address.  Customer did not return the call.  On 10/6/2015 the CRM called again and had to leave a message at 4:23pm.  Customer did not return the call.On 10/9/2015 the CRM called and spoke with customer. Customer informed the CRM that he was not happy that the contract did not reflect what he thought was agreed upon. He said that he agreed upon a selling price of $56,999 and $33,000 forthe trade ins and also $5000 down.  No mention of term discrepancy during that conversation.  He said that he had is financial advisor go over the contract and he said that she told him “they are ripping you off”.  The CRM verified with customer that the monthly price was in fact correct.  The CRM informed customer that she would talk with the General Sales Manager (GSM) and either the GSM or the CRM will call him back.  The GSM called the customer on 10/9/2015 and the customer agreed to come in on 10/10/2015 and discuss the contract.  On 10/10/2015 customer came in and talked to the Sales Manager (SM) first.  He cursed at SM and explained loudly how he was not happy with the contract and thought Tracy Ford was dishonest.  The GSM heard the customer conversing with SM and came out to speak with customer.  GSM had contract information in hand, ready to go over it with customer.  GSM explained that we have a selling price and that that entire amount gets taxed, like a cell phone contract.  GSM explained to customer that the selling price was $58,865 plus $2,500 in rebates, which comes to $56,365.  This is lower than what the customer agreed to.  The contract states we did not give customer $33,000 for trade ins but $27,300.  Customer did put $5000 down.  The contract does state that the loan term is 84 months.  All of these factors are how the monthly payment was reached.  GSM asked customer if he went over the contract in the finance office and customer said yes but that the customer did not look at each individual line.  GSM explained that if at any time before signing the contract the customer had a disagreement or questions he could have had them addressed at that time. Customer responded “Well I thought we had already agreed on things and so you are saying I can’t trust that [expletive]?” pointing to SM.  GSM told customer that if he was going to insult his employees then the conversation is over.  Customer responded “Are you [expletive] kidding me?”  GSM said no and got up and told customer there was nothing else he can do and to have a nice day. The GSM tried to have a polite and informative conversation, but customer was condescending and vulgar.  Tracy Ford’s finance department met his monthly payment requirements and exceeded the customer’s agreed upon selling price.  Tracy Ford could not meet his trade in asking price of $33,000, based on the current valuation of the vehicles.  All of this was in the contract and was presented to customer in the finance office.  Customer was shown the contract and had to sign the contract 9 times in different areas.  At this time there is no further action for Tracy Ford to take.

On Thursday 11/16/2017 Customer Relations Manager contacted [redacted] via text after receiving her Revdex.com complaint. [redacted] explained what happened and that she wanted her refund. Customer Relations Manager [redacted] responded by telling her she would have to talk to the Business Department...

and the Finance Office.  On Friday 11/17/2017 Customer Relations informed [redacted] that the Business Department did not have any record of the request. Also the Finance Manager who was supposed to of handled it was off that day. Customer Relations received a copy of [redacted]'s original request for a refund via text.  Since Tracy Ford's Business Department had not received the request from the Finance Department Customer Relations had to resubmit it.  Customer Relations also explained to [redacted] via text that the refund amount cannot be sent to her directly because the warranty amount is being financed with a credit institution. It was explained that any amount refunded that was still owed to the bank must be refunded to the bank and not the customer.On Tuesday 11/21/2017 a check was cut, signed, and mailed to [redacted]'s financial institution that holds her loan.  [redacted] was made aware of this via text, as well.  The amount of the check is for the full refund of $3,500.00. If she or the Revdex.com has any questions or concerns please do not hesitate to contact [redacted], Tracy Ford's Customer Relations Manager at [redacted] or via email [redacted].

On Friday, 01/02/15, the customer purchased a 2014 Ford Focus and a service contract from Tracy Ford.On Saturday, 01/03/15, the customer came back to Tracy Ford to cancel the service contract. The lending institute and Tracy Ford business office is closed on the weekends and we were unable to...

complete the cancellation. The finance manager told the customer to return on Monday, 01/05/15, which the customer did. Customer signed the cancellation documents and the following was explained to the customer:a) the refund would be processed and a check is sent to the financial institute that financed the vehicle and the extended warranty, b) the customer’s payments would not change, but the loan amount would be less, andc) this process can take four to six weeks. The customer asked Tracy Ford to re-write the contract without the warranty so his payments would be less. Tracy Ford advised the customer the loan has already been processed with the financial institute and we are unable to cancel the vehicle sales contract. The finance manager that put the sales contract together doesn’t work for Tracy Ford any longer. We are unable to address the conversations between the customer and that finance manager. We think the finance manager originally quoted a monthly payment, then found a lower interest rate for the customer and stated she could add the service contract at no extra charge. We apologize for the misunderstanding.As of 01/22/15, Tracy Ford has processed the cancellation and mailed a check to the lending institute.

Tracy Ford has responded numerous times with an explanation and a resolution. Our position remains the same and will have no further response.

I need to add that Tracy Ford held off on the payoff of our trade in so late that a late charge was added and additional interest so their payoff was short and there is still a balance of $89.66 remaining. They are messing up our credit, especially my husband's [redacted] due to the fact that...

it took them almost a month to send the payoff and it was still short because it took them so long. We are not responsible for that amount because we signed paperwork back on 6/14/2015 and were no longer liable for that [redacted].

Hello [redacted], I have spoken to my superiors and in acting in compliance with federal privacy regulations we are unable to give out customer information to anyone. The customer has an exact copy of the purchase contract. If you would like a copy please obtain it from the customer. Per the State of California we have posted in each finance office, a copy of Code 11709.2. Which states: "THERE IS NO COOLING-OFF PERIOD UNLESS YOU OBTAIN A CONTRACT CANCELLATION OPTION California law does not provide for a "cooling-off" or other cancellation period for vehicle lease or purchase contracts. Therefore, you cannot later cancel such a contract simply because you change your mind, decide the vehicle costs too much, or wish you had acquired a different vehicle. After you sign a motor vehicle purchase or lease contract, it may only be canceled with the agreement of the seller or lessor or for legal cause, such as fraud. However, California law does require a seller to offer a 2-day contract cancellation option on used vehicles with a purchase price of less than $40,000, subject to certain statutory conditions. This contract cancellation option requirement does not apply to the sale of a recreational vehicle, a motorcycle, or an off-highway motor vehicle subject to identification under California law. See the vehicle contract cancellation option agreement for details." As this was a new vehicle purchased that means the Cancellation Contract Agreement is not applicable in this situation. On the customer contract it clearly states there is a "no cooling off period." It also states: "You agree to the terms of this contract. You confirm that before you signed this contract, we gave it to you and you were free to take it and review it. You acknowledge that you have read both sides of the this contract, including the arbitration provision on the reverse side, before signing below. You confirm that you received a completely filled-in copy when you signed it." If the customer provides you his copy of his contract we are happy to respond to questions pertaining to it.  If you need anything else please let me know. Sincerely, [redacted]Tracy Ford Customer Relations

While not 100% happy with the response by Tracy Ford, I am willing to accept it and consider this matter closed.