Tracy Ford

On 12/10/14, the customer brought in their 2011 Ford F-150 for a warranty repair to the driver seat. The customer also stated the engine was making a ticking noise. We recommended an oil change, which includes a multipoint inspection. This inspection includes a visual brake inspection. We don’t pull...

off any brake parts for further inspection. The brake pads were withinthe normal range of wear and nothing unusual was noticed at the time of the servicevisit in December 2014. There’s no way to determine the brakes would fail twomonths later.  Also, aftermarket brakesare not covered under the warranty as Ford only covers original equipment manufactured parts. The customer paid $135.00 for engine noise inspection and diagnosis. Tracy Ford is willing to credit $35.00 of that charge for a future complimentary oilchange and the remaining $100.00 will cover the deductible on the warrantyto prove to the customer we are a genuine, caring dealership.

I am rejecting this response because: the information stated is incorrect. The damage to the driver door was made to my truck while Tracy Ford had my truck for service. My truck was dropped off at Tracy Ford on 6/28/16 and picked up on 7/2/16. Sometime in between this time the damage happened, I have no idea where at Tracy Ford and what caused the damage at Tracy Ford. Once the service manger, [redacted], was aware and saw the damage he agreed to fix it and said, "we will take care of it." It that time I had to schedule a appointment to drop it off at the Ford service department for the damage repair. I dropped it off on 7/12/16 and on 7/15/16 I got a call from Tracy Ford that it was ready to pickup. I went to Tracy Ford that afternoon to pickup my truck and the repair was not completed to my standards, my wife's standards, and even the Tracy Ford's service advisor, [redacted] Collins. The dents were pulled from the door but the 5 paint chips are just touched up. The touch up paint used is not a complete match to my trucks paint and the chips are still very visible. So Tracy Fords response was false about me refusing the touch up or blend, they had already did the touch up and/or blend. [redacted] (service advisor), my wife, and I agreed that the work was not satisfactory. At that time I asked the service advisor, [redacted] to get his service manager, [redacted] so we could speak about the current problem. Of course the service manager was not available and service advisor, [redacted] assured me that [redacted] would call me that day. I never got the call, I called Tracy Ford  and asked to speak with [redacted] and he was not available two separate times and left a massage. I even talked to [redacted] the service advisor and he told me that he talked to [redacted] about the problem and would let him know that I needed a call back from him. Never heard anything. So on 7/20/16 I made a claim with my Auto Insurance company, [redacted], since I hadn't heard anything from Tracy Ford. As of 10/14/16 [redacted] is also not getting any where with Tracy Ford's insurance company and  their not returning [redacted]'s calls, per my claims service representative. Regarding Tracy Fords current offer of correcting the problem using their own partnering company, Tracy Collision, is OK with me. What I do NOT want is for me to drop my truck off with Tracy Ford or schedule a appointment with Fords service department. I will schedule and drop off my truck directly to Tracy Collision. I have spoken with Armin at Tracy Collision today about my truck and I feel confident in their work. He also stated that he was already a wear of my truck by [redacted]. Tracy Collision looked at the truck damage today, they gave me a estimated time frame of 3 days to complete the job. I will agree to the terms of no rental car for the first 3 days. If repairs take more than 3 full days then a rental needs to be made available for the remainder of time needed to complete work.  Thank you, Ricky Costa

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

As stated in the previous response, Tracy Ford is willing to have Antioch Chrysler Jeep Dodge inspect the customer’s Town & Country van at no expense to the customer to see if the vehicle is Bluetooth capable. Perhaps after making an appointment, en route to visit her daughter in San Francisco, the customer can to go to Antioch Chrysler Jeep Dodge. Please note the Bureau of Automotive Repair has already dismissed the case filed by the customer.

Our Customer Relations Manager [redacted] has requested for the customers contract to be pulled and reviewed. Tracy Ford has reviewed the contract and everything within the contract is correct and was signed by the customer at the time of purchase. On behalf of the dealership, we are sorry to hear...

that the vehicle was stolen. We would be more than happy to sit down with the customer and explain in full detail both of her contracts so we can better understand them together. If the customer feels she needs more assistance she can reach out to [redacted] at [redacted] or can be emailed at [redacted]

Our Customer Relations Manager has looked into the customers contract to investigate the information the customer stated. In order to accurately explain this customers contract, Tracy Ford will break down the contract into its separate additions to help better explain the contract.The...

vehicle selling price is listed correctly as $9,416; the dealership has no record of any other price being listed as the selling price. The customers service contract from our records is listed at $3,500, a Gap Contract of $795, in addition tax and licensing fees which resulted to $182.25 for fees and $843.28 for sales tax.The total amount financed is listed as $13,231.53. Dealerships do not initiate, nor send out recall notices on any vehicles. Recall notices are initiated by the manufacturer and  by the NHTSA (National Highway Traffic Safety Administration). Therefore, any recall information on the customer's airbags would come from the vehicle type manufacturer, in this case Toyota Corporate. The manufacturer uses VIN registrations to contact vehicle owners. If the customer has not heard from Toyota Corporate, Tracy Ford can help to locate a Toyota contact number for the recall campaign.

Tracy Ford is in receipt of the customer's response.  Tracy Ford approves the customer to contact [redacted] at [redacted] to make an appointment with them directly.  As stated in the previous response Tracy Ford will not cover a rental car.  Tracy Ford has no further action at this time.

Tracy Ford has been in contact with the customer on multiple occasions attempting to reach a mutual agreement. However, a resolution could not be achieved based on trade value. When the customer purchased their car two years ago a Car Fax was run on the vehicle, as we do every time preowned vehicle...

is sold. While the dealership acknowledges the wrong Car Fax was given to the customer,  on 10/28/14 the Car Fax run on the vehicle showed no reported accidents. When Tracy Ford and the customer reviewed the report together, the customer was aware that Car Fax did not report an accident until one month after the customer purchased the vehicle on 11/24/14.  So neither the dealership nor the customer would have known about the reported accident at the time of purchase due to the delay in Car Fax's reporting date as stated above.  Tracy Ford is frustrated by this situation as well and since there is no reported specific details regarding the reported accident, the dealership cannot know the type of "accident" it was.  If the customer would like to speak with the dealership more about her concerns and frustrations please contact our Sales Manager, [redacted] at [redacted].

Customer came in and had service done on 6/28/2016.  He had a maintenance service done which did require the vehicle to be put up on a rack to complete the service.  The service manager was aware and spoke to the customer and addressed his claim that Tracy Ford dented his truck under the...

door handle.  Upon further inspection the service manager determined that the dent was not caused by Tracy Ford due to the placement of the dent.  The service manager did offer to fix the dent as a goodwill gesture and Tracy Ford did pull out the dent.  The customer wanted Tracy Ford to repaint the entire door.  The Service Manager denied the request for repainting the door and instead offered to touch it up or blend it.  Customer declined offer. At this time the Service Manager has agreed to have the entire door repainted but the customer will need to drop it off with Tracy Ford  and they will use their own partnering company to complete the work.  The company Tracy Ford will use is [redacted]. The customer will need to call Tracy Ford’s service department to make an appointment.  No rental car will be provided since this is a goodwill gesture.

I will not be contacting this buisness again. This is my insurance information: Geico 1-800-841-3000As is any aftermarket products are extra to cover, be sure to tell them this product is $2000 to reapply after an accident. Hence the premium increase. Im sure that fact would not come up in there inquiry to my insurance company. If you would like my policy number, that can be provided. And as to the phone issues, they have my cell number and my wifes cell number. Neither of witch were ever contacted.

It is important that Tracy Ford be provided will all names, numbers, emails, and addresses associated with the complaint. The customer relations manager was only provided information on the current address as well as only one phone number associated with the customer. We apologize for not understanding that this customer had two address’s as well as multiple numbers. With the customers confirmation we have removed and blocked the customers old address from our system. We will be more than happy to provide documentation to prove so. We apologize for any inconvenience and confusion. We appreciate the customer confirming both addresses so we can address this issue once and for all. Please thank the customer for his cooperation and patience.

On October 24, 2014, [redacted] had his 2005 Ford F-350 6.0 liter diesel engine with 175,796 miles towed to Tracy Ford. Customer stated the engine shuts off after two minutes of driving or hitting approximately 20 MPH. We charged the batteries overnight and found heavy corrosion on the battery...

cables. We replaced the battery cables and both batteries. Once we were able to start the truck, we found the fuel injection control module and #3 injector needed to be replaced. We also advised the customer of a leak in the coolant reservoir. The customer authorized replacement of the batteries, cables, fuel injection control module. Customer declined to have any work done on the coolant reservoir leak at this time. On October 31, 2014, customer brought his truck in stating the wrench light is on while driving and no response from the accelerator.  We determined the throttle pedal sensor was not reading properly. Per the customer’s consent, we replaced the throttle pedal assembly. We noted when cold, misfire on #1 cylinder. Customer declined to address cylinder concern at this time.  On November 13, 2014, customer brought his truck in stating there was excessive white smoke coming from the exhaust and the engine stalled. At this time, we found the 2005 F-350 with 176,827 miles to have an internal coolant leak and combustion gas in coolant. A contributing factor is #1 & #5 cylinders and fan clutch need replacement. Also, recommend removing EGR Cooler for a pressure test. We quoted him an amount of $7,374.52. The service manager offered as a goodwill gesture to perform all work for $5000. Customer declined any further work at this time.   Each time the customer brought his truck in, we have addressed his concerns and let him know of other findings as well. The customer didn’t wish to address some of the items we noticed were wrong. Additionally, other problems came up after the customer left Tracy Ford that neither Tracy Ford nor the customer could have foreseen primarily because of the age and mileage of the truck. There are multiple concerns with this truck. One problem can mask a concern that may need to be performed, but we wouldn’t know that until we address the initial problem. At this time, we are still willing to honor our offer of $5,000 to perform all work needed on the truck.

Review: I have been trying to cancel my extended warranty for a 2016 [redacted] F-150 I purchased from [redacted] on April 9, 2016. The dealer and especially finance manager [redacted] has been giving me a run around instead of cooperating with me in cancelling my warranty.

1. June 8, 2016 called and was transferred to finance manager [redacted], I left a message for [redacted], never heard back from him.

2. June 17, 2016 Called again, left a voice message for [redacted], never heard back from him

3. June 17, 2016, Waited until afternoon for a call back, then sent an email to my sales person [redacted] and sales manager [redacted] requesting help, never heard back from any of them.

4. June 18, 2016, called again and spoke with the receptionist at 12:38, complained so was finally connected with [redacted] in Finance at 12:45. [redacted] stated that he will fax a cancellation form which I should sign and return to initiate a refund.

5. I never received the form or heard from anybody at [redacted].Desired Settlement: Full Refund immediately.

Business

Response:

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 4-6 weeks to be completely processed.

Review: after agreeing to a price for the vehicle and me signing blank papers they said they were going to fill out the agreement changed where tge car went from 61,110 out the door to 74k and the extra 500.00 dollars for my trade wasn't credited eitherDesired Settlement: return the truck and receive my car back and my down payment minus payment for any excess miles

Review: I purchased a used 2007 Jeep Wrangler Sahara Unlimited from Tracy [redacted] on 6/14/2015 from [redacted], the Internet Sales Manager. He did everything under the sun to help me get the Jeep & get me the deal I wanted before driving 2 hours to their location to purchase. I bought it & when I did, I brought up the fact that the listing included security system & keyless entry. [redacted] stated he had no idea about that & only had one basic key which looked like a service key. But we believed him & stopped for lunch on our way home. When we tried to enter the Jeep an alarm began going off. We had no way to turn it off. It disabled the entire Jeep for about 30 minutes before we could get it started again. We contacted [redacted] right away & he said due to their error, he would put an order to fix the alarm system & order2 key faubs for the jeep but I need to come back up there so they can program it to the Jeep. I also mentioned that the driver's side door locks don't work and he stated he would put that on the order as well. He told me on 6/15 that he will get me the keyless entry & hook it up to the alarm and I should be getting a call back from the Customer Service Dept in the next few days to schedule the appt. On 6/17 I contacted [redacted] again due to still not receiving a call. He stated I will by that Friday. Still nothing & on 6/22 I contacted him again. He said he will check first thing. I had to call late in the day & he said the person in charge is [redacted] in service and she will call the next day. Still nothing so I called [redacted] directly & she said she just received the order that morning & still had to order parts. I had to call today 7/7 & they finally set up my appt for next fri but won't fix the alarm because in [redacted]'s words, [redacted] never promised to fix the alarm. We contacted the sales manager & he said he would fix it. Also our trade in, still hasn't been paid and we are getting charged late fees. No one can tell me if the [redacted] Extra Care warranty is in effect because my hard top leaks.Desired Settlement: I would like to get everything fixed, repaired & told the truth for once. I will not be responsible for late fees on our trade in when it has taken Tracy Ford almost a month to send the payoff. I have to pay for gas for a 2 hour drive up so they can fix issues that were on the description of the vehicle for which I bought it. I want to find out about my warranty that I bought, if it's effective & if it will fix my hard top that leaks because I was told it covers everything except emissions.

Consumer

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].

Tracey ford does not deliver what they say they will I had a problem with my car sputtering they said they fixed it. one week later and it did the same thing and come to find out the spark plugs needed to be changed instead of changing all of them they only change four. when I left the dealer the first time they told me if I had any problems just bring it back and they will take care of it I brought it back and now they want to charge me $400 for the other 4 spark plugs

Review: Car purchased is only three months old and it is leaking oil. I had to take this car in for a wiring problem last month,

"Engine Malfuction Light" came on about a month ago. They fixed this issue I guess but I received no paperwork detailing the issue. All I was told that it was a code. I have the paperwork to prove no detailed report was given. I asked for it but they never provided.

I now noticed oil spots in my driveway. I had none before as we keep our outside of our home very clean. I took the car in today for a routine oil change and they tell me there might be a leak from the transmission/engine area. I know this does not fall into the "Lemon Law" but I am very concerned that this car is no good. They told me to drive this car an additional 150 miles so they can determine where the leak is. What if this ruins something. Who is paying for the clean up of the oil on my driveway?Desired Settlement: I am looking for my driveway to be cleaned or a new cement poured, perhaps a skim coat. I want my car in their shop and it inspected from top to bottom. Paperwork saying that the car is in perfect condition. During this time I want a rental car. I want some type of compensation for my time...Money no, but perhaps free gas, more oil changes, something. I have had to take time out of my busy day to accomadate the issues with this car so far. Thanks

Business

Response:

Initial Business Response

The following is Tracy Ford's response to Revdex.com Case #XXXXXXXX. The above customer states that they are concerned about the service they received during their last visit.

On September 12, 2013 the customer came to Tracy Ford's Service Department because an engine malfunction light or "wrench" light had come on the dashboard. Tracy Ford's service technicians inspected the vehicle, connected to computer used to diagnose any malfunction codes, and checked Ford's directories for any concerns. While we were completing this diagnosis, the customer was provided a rental car for their usage until the repairs could be completed.

At the time, the technicians found that there was in fact a TSB (Technical Service Bulletin) for this particular repair. TSB are issued when the manufacturer finds that a particular make or model of car has been found to have a specific issue and tells the technician what/how to repair/replace that part. In this case, TSB 13-03-19 had been issued because on the XXX part it was found that the wiring pins were not connecting properly and could possibly cause a throttle issue. This was repaired at no cost to the customer. At the time of service, there were no other TSB's issued for this vehicle and no recall or other notices. TSB's are researched on the Ford Motor Company service and repair website and reports are not generated for specific TSB's. It does state on the customer's copy of the repair order "Inspected vehicle, check for TSBs/SSMs, found TSB 13-03-19 for Wrench Light w/o symptom. Vehicle safe to operate until time can be allowed to continue with inspection. 322) Verified customer concern, performed self test retrieved P2126 and P2127. Found TSB 13-03-19 applies. Performed TSB procedure, retested - OK."

In addition, the service technicians inspected the battery, brakes, tire wear, and tire pressure at no charge. The vehicle was repaired and returned to the customer.

The customer returned to have a standard oil change and at that time, the technician noticed that it had a small oil leak on the ground. However the source of the leak could not be determined with a visual inspection. As per Ford recommended and standard procedures dye was injected into the system and the customer was advised to drive the car between 200-500 miles then return to the dealership for inspection. At that point the dye would indicate to the technician the source of the leak. As stated, this is a (recommended) standard repair procedure, eliminating any guess work by the technician.

The customer picked up the vehicle from Tracy Ford on October 3, 2013 with the above statement from the Service Advisor. On October 3, 2013 Tracy Ford received an alert from Ford Motor Company that this same customer had concerns about a previous visit, so the Tracy Ford Customer Relations Representative decided to contact the customer immediately given they had just been in the dealership for the oil change service as stated above. The CSR placed a phone call to the customer on 10/3/2013 at 4:06 PM to the phone number listed on the repair order and left a message requesting a call back.

When the customer returns to dealership to inspect where the leak is coming from (via the dye) the vehicle will be repaired and a top to bottom inspection will be done and communicated to the customer.

Tracy Ford is willing to work with the customer on providing some of the service items requested as compensation, but unwilling to re-pour concrete at the customer's residence.

Review: Well tracy ford after four times of bringing it back in too be worked on and paying well over 4500 dollars, my truck still is not fixed and has the same problem from day one of dealing with ford dealership. The last time ibrought my truck in there I was furious. Because they had not fixed the problem with my truck, after I had already paid so much money. Come to find out that the mechanics said in order for the truck to work properly and perfectly I need to pay them 5000 dollers more on top of everything I had paid and all the promises and good customer satisfacation they ha already to provide me with..,Desired Settlement: I want my money back. There is so much more on top of everything else that just doesnt add up on tracys fords dealership....

Business

Response:

On October 24, 2014, [redacted] had his 2005 Ford F-350 6.0 liter diesel engine with 175,796 miles towed to Tracy Ford. Customer stated the engine shuts off after two minutes of driving or hitting approximately 20 MPH. We charged the batteries overnight and found heavy corrosion on the battery cables. We replaced the battery cables and both batteries. Once we were able to start the truck, we found the fuel injection control module and #3 injector needed to be replaced. We also advised the customer of a leak in the coolant reservoir. The customer authorized replacement of the batteries, cables, fuel injection control module. Customer declined to have any work done on the coolant reservoir leak at this time. On October 31, 2014, customer brought his truck in stating the wrench light is on while driving and no response from the accelerator. We determined the throttle pedal sensor was not reading properly. Per the customer’s consent, we replaced the throttle pedal assembly. We noted when cold, misfire on #1 cylinder. Customer declined to address cylinder concern at this time. On November 13, 2014, customer brought his truck in stating there was excessive white smoke coming from the exhaust and the engine stalled. At this time, we found the 2005 F-350 with 176,827 miles to have an internal coolant leak and combustion gas in coolant. A contributing factor is #1 & #5 cylinders and fan clutch need replacement. Also, recommend removing EGR Cooler for a pressure test. We quoted him an amount of $7,374.52. The service manager offered as a goodwill gesture to perform all work for $5000. Customer declined any further work at this time. Each time the customer brought his truck in, we have addressed his concerns and let him know of other findings as well. The customer didn’t wish to address some of the items we noticed were wrong. Additionally, other problems came up after the customer left Tracy Ford that neither Tracy Ford nor the customer could have foreseen primarily because of the age and mileage of the truck. There are multiple concerns with this truck. One problem can mask a concern that may need to be performed, but we wouldn’t know that until we address the initial problem. At this time, we are still willing to honor our offer of $5,000 to perform all work needed on the truck.

Review: I trade in a nissan sentra 2009 and I still own $6300 I trade it in at tracy ford and they have it pay it to [redacted] causin me to be late on my payments and already report it to my credit I never have a late payment till now I been calling and always they say the same thing the already send the check and I check with [redacted] and nothing I trade the card in jan 23 2016 and they told me they will pay it in 5 daysDesired Settlement: I want to them to remove my late payment on my credit report and pay the trade car

Business

Response:

Revdex.com Response for: [redacted]

[redacted] To Whom It May Concern: Tracy Ford is in receipt of Case # [redacted] and we have reviewed this matter. Our response is as follows: On 1/23/2016 the stated customer came to Tracy Ford and purchased a 2013 Ford Explorer. At that time he traded in a 2009 Nissan Sentra which Tracy Ford included in the purchase. The 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 [redacted] 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 amount. The customer also informed the [redacted] that he needed it paid off right away. After 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 directly. On 2/10/2016 the deal was funded and a check in the amount of $6,300.00 was mailed via [redacted] 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.

Review: Told me that if I took a truck from them even though not one I want in 6 month they would help me get into they truck I want

After them making me bring the truck back that they said I was guaranteed to get cause they talk to the bank washed the manager said that if I take the truck he showed me witch was new that in 6 month he would help me get into the f250 that I wanted so I took it and in 6 month I called he back and he was MADD cause I turned them in to Revdex.com I ask him if he was going to stand up this time and do what he said he said fine this is being recorded he would help he would start on it so I waited for a few days didn't hear anything so I called back and talked to washed he then told me I put you on the back burner that he would start on it I said ok waited for couple of days nothing again so I called back he again told me I didn't start still have you on the back burner so I went to stockton ford ask them what I could do to get out of truck he then looked at my contract and said you can't [redacted] stuck it to you you paid 30,000 for a truck that I sell for 24,999 your stuck with itDesired Settlement: I want the truck that they said I was guaranteed to get in the first place or in the second to that washed told main 6 month h

Business

Response:

Business' Initial Response

On 8/21/2013 the below was submitted to the Revdex.com Northeast California Website as per the website's instructions. This is the second attempt to submit Tracy Ford's response to Case #XXXXXXXX

The following is Tracy Ford's response to the customer complaint of 8/19/2013

Customer states in the above that Tracy Ford stated we would get him into a new truck 6 months after the date of the original purchase. At the point of sale (as was stated in our earlier response of 3/22/2013) the customer was informed that in 6 months we would be happy to work with him as long as his credit situation had some repair. The original issue with the customer getting funding for his truck was because his credit situation did not meet the standards set by the issuing bank for commercial truck purchase (F350s are considered "commercial" in the bank's eyes and therefore applied with those credit standards.)

After the point of purchase Tracy Ford received MANY phone calls from this customer regarding his truck purchase, as well as a formal Revdex.com case regarding his treatment. (Please see the text below from Tracy Ford's original response to Revdex.com Case # XXXXXXXX.) This customer stated that we did not payoff the original lien holder for his trade-in, and said "all they care about is the money and not the people."

Again, Tracy Ford went above and beyond to secure a vehicle for this customer given his credit situation. The fact that the bank could not fund the loan was out of our hands, his accusations that we had not paid off the original lien holder was false as we had already sent the check and it had been processed by the lien holder - the Customer Relations Manager went as far as contacting the lien holder directly to get them to stop harassing the customer (NOT a normal practice), finally the customer submitted a complaint to Ford Motor Company against Tracy Ford regarding his perceived treatment by the dealership when in fact we have done more for this customer to secure a vehicle than is typical of our standard practices.

Customer states that he went to Stockton Ford and they told him he paid $30,000 for a truck they would sell him for 24,999. On the customer's contract it clearly states that the sale price for the vehicle was $25,589: taxes $2262.00, licensing $538.00, extended warranty was purchased, and the customer had a negative equity of $2,000 from his original lien holder (UACC) - that means that he owed to the bank $2,000 more than his trade-in was worth. UACC stated that this is because of they are a high risk lender and interest and fees are escalated than traditional lending institutions. This customer financed all of his purchase, including all of the above charges. Had the customer purchased his vehicle at another dealership the same fees/licensing/negative equity would have been applied to his loan.

At this time, based on the extensive interaction Tracy Ford has had with the customer, UACC, Ford Motor Company, and the Revdex.com, our management is exercising our right to refuse service to anyone. We have tried to both explain and satisfy the customer's wishes to no resolution.

--ORIGINAL RESPONSE TO THE Revdex.com FOR THIS CUSTOMER ON CASE #XXXXXXXX--

The following is Tracy Ford's response to the customer rebuttal of 3/22/2013.

In the responses of 3/11 and 3/21, Tracy Ford explained that the initial response from the bank (which was communicated to the customer) was an approval on the F350 with an interest rate of 11.9% preliminarily. After the bank's underwriter reviewed the loan (using commercial credit standards - as explained previously) the customer's credit did not allow for the loan. At the original point of sale, the bank had communicated to Tracy Ford approval, it was after the bank to a closer look, they refused to fund the loan.

Tracy Ford stands by our response of 3/11 and 3/21, but the following is to simply address the latest customer rebuttal.

The customer states that Tracy Ford lied when we told him that the bank approved the loan. That is not accurate, the bank did give approval for a loan (see above) and this was communicated to the customer. It was not until afterward did the bank tell Tracy Ford that they would not in fact fund the loan because of the commercial standards (see above and previous response.) This was communicated to the customer on numerous times.

The customer states that he was working with the customer relations manager and she did not return calls for three days. The customer relations manager spoke with the customer on Wednesday March 20, 2013 on numerous times working with him in an effort to get his original lien holder to stop the harassing calls. The customer relations manager spoke with four different individuals at United Auto Credit explaining that the vehicle had been traded in to Tracy Ford and that it was on our lot. This is not standard practice for the Tracy Ford CRM. This effort was done simply to help the customer.

The customer relations manager also explained to the customer that she would talk to the general sales manager to discuss any other options that may be available. The customer relations manager did in fact talk to the GSM and he spoke with the customer directly on 3/21/2013 for over 1 hour discussing the situation.

On Friday, 3/22/2013 (the same day the customer rebuttal was written), the CRM again spoke with the customer regarding the continued harassing calls from United Auto Credit. UACC was telling the customer that Tracy Ford had not paid the note and that we had not contacted them at all. However, they had in fact spoken with no less than 4 individuals at Tracy Ford, provided us a payoff amount, and had received our check. They were continuing to provide erroneous information to the customer in an effort to strong arm him.

The CRM got a copy of the check from Tracy Ford's business office, contacted UACC and provided them the check number, amount, date, and offered to fax a copy of the check to them in an effort to stop any and all calls to this customer. (An offer which was refused as UACC told the CRM that "this was not necessary. They had everything they needed at this time.") This was done by the CRM in an effort to give the customer some piece of mind. The above statement that the customer had not spoken with the CRM for three days is also erroneous as the customer stated that he was going camping for a few days and that the CRM should call his cell phone on Monday with any updates.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Cause they lied they didnt sell the truck to me cor what they sY but that not what on my contract the recording of me and tracy ford will co.e and and. Copy of the contract from call curtis 13 news tracy just trying to cover cover what they did marcus and waheed the truth will come out tired of there lies.

Business' Final Response

Tracy Ford is standing behind the above statements. We understand that the customer had some credit issues at the time of sale, a point that the customer made to us was that other dealerships had turned him down. We were able to secure him a new vehicle. We acknowledge that it was not the original vehicle he desired, but unfortunately the bank's underwriter (after reviewing in-depth the credit application) rescinded their preliminary approval (as stated many times above). On the credit contract it states "Seller agrees to deliver the vehicle to you on the date this contract is signed by Seller and you. You understand that it may take a few days for Seller to verify your credit and assign the contract. You agree if Seller is unable to assign the contract to any one of the financial institutions with whom Seller regularly does business under an assignment acceptable to Seller, Seller may cancel the contract." This was signed by both Tracy Ford and the customer. Tracy Ford WAS unable to get the lender to accept this customer using the credit standards applicable for the F350. However, Tracy Ford wanted to help this customer - and not cancel his contract - so we went out of our way to get a lender to accept the terms on a NEW F150. Initially the customer said he didn't want to accept that truck, but then called back up to the dealership and said "I'll take your truck." Then Tracy Ford went above and beyond by acting as a liaison between his previous lien holder (UACC) and the customer in an effort to get them to stop harassing the customer as they were a sub-prime/high risk lender. At that time we were operating in good faith and willing to possibly work with the customer in securing a different vehicle in the future should his situation improve. All of the measures listed here are FAR above and beyond Tracy Ford's normal practices. However, despite our best efforts this customer is unable to achieve a reasonable resolution and has decided to continue to file grievances, so at this time we are exercising our right to refuse service to any individual.