Tracy Ford

Review: I bought a car 10/09/14. two days after I bought the car- about 50miles check engine light came one and my car is lea[redacted] major oil. Well my car has been in service every month oxygen sensor, cylinder misfire, and lea[redacted] oil somewhere from the engine. Everytime I take it in they tell me they either cleaned replaced spark plugs....no resolution, and now I have taken it in and I am being told my car doesnt start and that I have to pay for a new starter....its been sitting there for over two weeks... One Tech (mr. [redacted]) even told me that they new about this problem before they sold it.....I KEEP GETTING THE RUN AROUND. I FEEL LIKE I WAS TAKEN ADVANTAGE OF. I AM PAYING FOR A CAR THAT I DONT EVEN HAVE POSSESION OF AT THIS TIME. As of today 02/13/15 I spoke to sales manager [redacted], and I am being told that they will not work on my car anymore than they already have. They have never fixed the carDesired Settlement: I want Tracy Ford to compeletely repair and certify the issues causing check engine light to come on as well as the major leak and replace the starter or work out a trade for the vehicle at no additional cost to me!!!

Business

Response:

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.

Consumer

Response:

I am rejecting this response because:I was told I could not get warranty on the car. I was told I could not get it at the time of sale and that inalienable to purchase after the sale. Plus the salesperson told me we didn't have to take the car for a test drive in the freeway as they had done so. Seems like they cleared the light right before selling it so it wasn't being disclosed. The leak they new about,prior to selling it and failed to disclose. First service rep named Mr [redacted] told me they knew about the problem prior to selling it. Again, this was not disclosed. My understanding understanding, is Mr [redacted] no longer works there.....

Review: We purchased a 2015 Ford Fusion from Tracy Ford on May 1st, 2015. The initial sales experience went very well. They were respectful and timely and they shook our hands and congratulated us on our purchase. The only issue with the car as we drove off the lot was a seat belt in the back seat did not work, which (as a family with a car seat) was inconvenient but not an issue. A few days after our purchase we began receiving 1 or 2 calls daily, we had to sign ANOTHER contract because the initial pay-off ESTIMATE on our trade-in was $600 different. Against my better judgement we signed the new contract. Our trade-in (which payment was due May10 - May13 2015) is STILL not paid-off, even though we were promised that it would be paid-off before the due date resulting in possible damage to my credit and having never been late on a single payment (until now) I am now in bad standings with Golden 1 Credit Union. NOW we are being told the difference between the trade-in amount is closer to $3000 so as I sit here we have NO contract for a vehicle that we have been driving for over a month. I honestly have no idea if we even own the car or not?. Since I am at the end of my patience I have been researching Consumer Law Attorneys because I have no idea of what to do next? What I will NOT do next is sign ANOTHER contract or accept responsibility for anymore money due to their miscalculations on our trade-in loan and people need to be aware of these scenarios and avoid opportunists like Tracy Ford!Desired Settlement: We just want our contract completed and to begin making payments towards our new vehicle. If they have to absorb the additional cost of our trade in then so be it! If they had done their jobs correctly in the first place this whole incident could have been avoided. And we want our Trade-In loan thru Golden 1 to be paid off ASAP, just as we were promised it would be over a month ago before they allow my credit to be affected any further.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. The complaint between Tracy Ford and myself was resolved as off Tuesday, June 9th and the Revdex.com branch in Sacramento was informed in writing as of Friday, June 12, 2015. Thank you to all parties involved for a quick and satisfying resolution.[redacted]

Review: I purchased a used vehicle from Tracy Ford. There were multiple problems with the contract, the warranty, the financing, and overall treatment of me.

[redacted] was involved in a rear-end collision on 17 June 2013. Unfortunately, the impact of the crash left her vehicle a total loss.

She began the search to replace the vehicle on-line, and she found a vehicle she liked at the Ford Dealership in Tracy. On 28 June 2013, she went to Tracy Ford, and the vehicle she decided to purchase was "Used". She settled on a 2008 Honda smaller size SUV. She was escorted into the "finance office", where she was introduced to a man named "[redacted]". He proceeded to tell her she "got a really good deal". He said, "that Honda is worth $22,000.00." [redacted] later learned this comment was fiction, as the vehicle's value from the KBB website showed $14,000.00 to $17,000.00 for value. [redacted] continued to process the paperwork and sold a "warranty package" to [redacted]. However, [redacted] states the dynamics of the warranty were not explained to her. [redacted] signed the paperwork and went home.

Later that day, [redacted] called back and spoke to [redacted] to request a delay in processing the loan application because she planned to use the settlement funds from her insurance's PD coverage with Hartford. She made an appointment for Monday 1 July 2013. She was scheduled to meet with [redacted] and the sales rep who sold her the Honda. The meeting was scheduled for 9AM, and [redacted] and the sales rep never showed up. While [redacted] was waiting, she learned from another finance person the paperwork was already processed.

She was so upset she walked out of the office crying. This was upsetting to [redacted] because she did not want to have the loan processed with the full amount of the vehicle, because she was due funds from Hartford. She ultimately had to refinance the loan with a different lender once the Hartford check arrived. This was an unnecessary and inconvenient outcome for [redacted].

Once the new loan paperwork was completed with [redacted] Credit Union in Tracy, [redacted] went to another dealership in San Joaquin County to ask about the warranty. She wanted to know if she could go to a dealership closer to her home in Manteca versus driving the additional 20 miles to Tracy for maintenance of the Honda. At this time, she learned the particular warranty sold to her was a bad deal. She learned she could get 5 years/75,000 miles plus parts for the same price she was sold a 3 years/36,000 miles plan, which was $2,470.00.

Due to complications from the injuries she sustained in the crash, [redacted] did not address these issues with Tracy Ford until the first week in October. At that time, [redacted] returned to Tracy Ford to air her grievances about the financing issues as well as the unsatisfactory contract and warranty scenario. Tracy Ford then offered her the same 3 year/36,000 mile term but with a premium package for the same $2,470.00, and they attempted to modify the warranty to bring the terms to 4 year/48,000 miles. They told [redacted] they needed to obtain manager approval. She was very frustrated, because she wanted the five year plan. She decided to terminate the warranty she purchased from Tracy Ford, and instead of giving her a full refund, she received a pro-rated refund in the amount of $2,197.21. There were additional headaches with this transaction, as Tracy Ford still had Wells Fargo as the lien holder. This delayed the refund check an additional few days.

[redacted] firmly believes she was treated unfairly, and she believes the unfair treatment stems from the fact she is a 75 year-old single female.

Desired Settlement: [redacted] would like to receive the warranty package for the 5 year/60,000 miles term at no cost to her. When your office investigates this claim, you will learn there were errors in the contract paperwork and Tracy Ford failed to fully explain to [redacted] what the actual terms and costs of the warranty package were. Tracy Ford was also not receptive or cooperative with [redacted] during the financing process, and this caused her extra time with working with a different lender as she has specifically asked the dealership to delay processing the loan application until the PD settlement check arrived. This was an unnecessary and sloppy display of salesmanship. She believes providing the 5 year 60,000 mile warranty at no cost to her is a reasonable outcome to resolve this dispute.

Business

Response:

Initial Business Response

Tracy Ford, received a call from the customer, who stated she would like to make an appointment to see the Customer Relations Manager to her warranty and contract. An appointment was made for 10 am on October 8th, 2013.

On October 8, 2013 at 9 am, the customer came in to Tracy Ford and stated she was very unhappy. She felt she overpaid for her 2008 Honda CRV and for the warranty package. After she bought the car, she went home and "blue booked" the car and found it was much lower than she paid. The customer stated that the valuation of the vehicle was 14-17,000 and she paid 16,993.96. The CRM looked up the KBB valuation for the same vehicle and found that the valuation the customer used was not "retail" and that the "retail" valuation was be 17-23,000. When the Finance Manager told her she received a "good deal" on the vehicle, which was a true statement. The customer was sold the vehicle below standard retail amounts because of her situation.

The customer states that she asked the Finance Manager to delay the processing of the vehicle later that day so that she could use the funds from an insurance settlement. According to State of California regulations, when a lending institution accepts the terms for a vehicle purchase, that vehicle immediately becomes the property of the lien holder; there is no hold or cooling off period. As soon as the paperwork is signed, the property no longer belongs to the dealership and is "processed". Vehicles are not held for customers waiting funding; they are processed and given to the customers immediately.

The customer also wanted a better warranty for the same price. She brought in a warranty brochure that was 8 years old. She was told by another party that she should have received a PremiumCare warranty package (the best that Ford offers) at 5 years or 75,000 miles with no deductible instead of the current warranty she has, which is Ford Extra Care for 3 years or 36,000 miles with no deductible for a significantly lesser price than what she had paid. Both the Customer Relations Manager (CRM) and the Finance Manager sat with the customer and explained to her that the rates are not set by the dealership, but by Ford and showed her the program on the computer. They input her VIN, and different ESP packages (showing different levels of coverage and deductibles) so that she could see herself the difference in pricing and different rates available and what Ford said they could be sold at. They also looked up the current warranty price for her vehicle on the computer and showed her where they got the pricing.

Because the customer was upset, and she felt that she been misled on the holding of funds (which she was not) the CRM decided that they would in fact upgrade her warranty. The warranty for the Premium care at 4 year/48,000 miles with no deductible was workable as there would be no additional monies expended by the customer and the dealership would "eat" the difference in the upgrade. So that means the customer was getting a top of the line warranty with no deductible for the same price she paid for the original warranty, while the dealership was not making ANY money on the warranty. This was being done as a good will gesture to the customer to show that the dealership did care about her situation. The customer sat in the office and was shown on the screen exactly how the rate system worked and exactly what she was being given. The customer stated she preferred the Premium Care at 5 years/60,000. The CRM explained that would ask management, but the cost was significantly higher than what the customer paid (by more than $1,000). The customer expressed she was agreeable to the 4 year/48,000 mile warranty, but asked that we check into the 5 year/60,000 mile warranty as that is the one she really wanted.

Later that day, the CRM was granted approval for the Premium Care at 4 years/48,000 miles, but not at 5 year/60,000 miles. The CRM called the customer and relayed this information to her. The customer agreed to accept the 4 year/48,000 mile warranty and set an appointment with the CRM on October 14th, 2013 at 9 am, as she would need to sign for the changes and the vehicle would need an inspection per Ford Corporate's procedures. Again, all of the above was being done by the dealership at no profit to them.

On October 14th, 2013, at 9 am, the customer came to Tracy Ford and stated she just wanted to cancel the warranty, not add on the Premium Care that was agreed upon. The CRM completed the cancellation request agreement with the customer's new lien holder information and the customer signed the agreement. The CRM also sent an e-mail to her lien holder, to alert them that this was occurring and that a refund check would be sent that should be applied to her principal balance.

Tracy Ford did immediately process the paperwork. It was explained to the customer that a warranty (any warranty on any vehicle from any dealership or manufacturer) works as an insurance policy and that refunds on said policy are pro-rated; just like a life insurance or car insurance policy. So based on mileage a refund would be less that she originally paid, but it would be close. Any insurance company would not refund the total price paid, because some of the policy (based on mileage) had been adjusted. Again, this is all handled by the policy holder NOT the dealership. In this case, the underwriter is Ford Motor Company not Tracy Ford.

When the policy was written, and the contract signed, the lien holder was Wells Fargo. When Tracy Ford issued the paperwork, we are legally obligated to process the paperwork with the original lien holder unless documentation showing that the loan had been paid off / or there was a new lien holder. We cannot simply write a check to someone else without proof of this fact. It is illegal and will not be done. Once we received paperwork from the lending institution showing that the original note had in fact been transferred to a new lender, the paperwork was adjusted and a check issued.

While Tracy Ford understands the customers concerns, we did in fact treat the customer with the utmost respect and at no point attempt to mislead the customer or treat them with anything but first rate service.

Again, the points to note are: 1.) the customer did pay less than the KBB retail value of the car, and 2.) she was offered a warranty upgrade at no cost to her and no profit to the dealership. The staff took the time to show her specifically and explain to her the reasons why at great length. Tracy Ford did all of this because of this customer's age and situation.

At this time, Tracy Ford offered the above policy upgrade to the customer and it was rejected. We cancelled the policy at the customer's request (even after the CRM specifically said "are you sure that is what you want to do, this is a good deal") therefore has followed all of the expressed customer's wishes. At this time, we will not accept a solution of an additional policy added to the vehicle and no further solution will be offered.

Review: Tracy Ford, First experience and clearly going to my LAST! Spent $700 to fix engine light and it wasn't even how many miles, before the light is back on. I believe they DID NOT DO ANYTHING BUT UNPLUG THE BATTERY and had the light go off for a day. Dropped off at 9am 8/15, told I would know what the deal was by afternoon. I called at 2:22pm. No call back until 4:39. Told he ordered parts, they'd be there Wed 8/16 in the AM, well, no calls to say otherwise. I call again in 9:37am, no call back until 3:53pm. Told the parts just got there and he'd have them work on it in the AM on 8/17...ready by noon. NO calls, nothing to let me know what was going on. Thinking I'd give them another chance at redemption, no calls until 3:13 pm, FROM ME!! Asking what is going on. Called back at 3:56. Told him we'd be there. Got the truck at 5:45, he only then decided to mumble a weak apology and said he thought it was going to be ready by noon, but they sent the wrong parts and had to deal with that, so sorry. Furious at this point. Like he could not call before to keep me in the loop as of what was going on? Makes me feel like he was geing dishonest and only gave me my car to shut me up? Very sad I didn't mark the worse rating on the service I got. I thought I was being nice by putting "fair", but clearly, they aren't even this! Friday 8/18, car was not driven. Saturday 8/19, drove around for an hour and engine light came on. I called left message on [redacted]'s Voice mail, as I refuse to deal with [redacted], because he is not good at communication. 8/20, called and aske for Service Manager, who I found is [redacted]. Left him a Voice mail, told the receptionist what my issue was, at 10:21am. STILL NO CALL BACK TO RESOLVE ISSUE as of 12:45pm 8/20. Something fishy is going on. Why is no one calling back? I just want someone to care about their customers and the service they give. To me, tis is no way to treat people who just had to fork over nearly $700 dollars.Desired Settlement: So unhappy and I have no faith in this company to do their job. I am afraid if they do take it back in the shop, they will only farther mess it up, because they have made me mad by not returning calls, or taking care of customers, or the job they were hired to do to begin with! I told the manager I was going to file a complain with Revdex.com, but clearly, he won't call me back either!

Business

Response:

Customer came in on 8/15/2015 for a diagnostic service becauseher check engine light was on. Mileageof the vehicle was 148,607 when arrived and 148,615 when left the shop. Tracy Ford’s mechanic hooked up IDS to self-test and foundBank 1 and 2 O2 Sensors faulting. TracyFord’s mechanic recommended replacing O2 Sensors 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 arrived. Truck was finished on 8/17/2015. Customer picked vehicle up that evening. Customer called on Sunday 8/20/15 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 8/21/2015 andmade an appointment with customer to discuss the issue on Wednesday 9/23/2015at 2:00 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.

Consumer

Response:

It was a SATURDAY ACTUALLY, AFTER I PICKED UP ON THE THURSDAY EVENING. Open Saturdays. Did 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! Unacceptable. If 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 back. RIPPED ME OFF!

Review: We brought our 2008 Silverado in for a radio repair and the next day my husband noticed a crack in the dash.

On July 1, 2013, we bought a used 2008 Chevy Silverado in great condition with 40K miles, from Tracy Ford dealership, and a three-year Premium care warranty to cover the vehicle. The radio had a button stuck and was performing intermittently, so we knew we were going to take it in to be repaired. Within a month, the engine light went on (to no fault of ours), and we ended up having major repairs done on the engine. Engine repairs totaled over $5K, but was covered by the dealership through our warranty. The engine repairs took almost two months, and were finally completed.

The next week, we brought it in for the radio repair, on Sept. 26. There were no cracks in the dash. The dash was in mint condition. They took the radio out to get a part number to order the new one. The next day, my husband noticed a crack in the dash. We believe this was caused by the service repair person who removed and replaced the radio. When my husband approached Tracy Ford, and talked to the service manager, he said there was no way they could have caused it, and that they use a special tool to slide the radio out. Later that day, my husband and I reviewed a video on the internet that shows and explains the removal process, which involves taking off part of the dash. There is actually no way the radio can come out without removing the front part of the dash. So the service manager must have been trying to dismiss my husband by giving false information.

We also talked to the head mechanic, who said that he would talk to the service manager for us. The head mechanic said that the service manager stated to him that they wouldn't pay for the dash because they are already paying for the radio.

My husband then talked to the customer relations manager, who just took the service manager's side without doing any research about our situation. She did not ask to see the vehicle, have us come down to the dealership, ask to review the internet video or any of my husband's information, but got all her information from the service manager. She did no real investigation before making her decision to deny any responsibility for the damage.

Some more details about our service from Tracy Ford: When they had our Silverado for the engine repair, it took over a month for them to actually start the repair, and they never gave us a legitimate reason why it was taking so long to get started. It was finally finished in three more weeks, so a total of 7+ weeks for the repair.

Also, on the due bill was a tow hitch package that was supposed to be installed. Most of it was installed by a local company, but the electrical part that controls the blinkers was not installed, and Tracy Ford currently has the part, but still has not installed it.

The radio repair that we went in for on Sept 26, was supposed to be completed the following week. They stated on Sept 26 that the radio would take 5 days to come in, and that they would call us when it comes in. They stated that they would also install the tow hitch part at that time. To date (Nov. 9), we have not been contacted for either of these.

We also called the finance manager that we did our original paperwork with, twice, and he never returned our call.

My husband called Tracy Ford, and asked to speak to the manager over the whole facility. The secretary gave him the number to the second in command, so he called and left a message, and his phone call was never returned.

We are extremely disappointed with Tracy Ford's lack of integrity, and them keeping us in the dark, and we do not know what else to do.

We just want our vehicle repaired, and the dash fixed. Thank you, [redacted] and [redacted]

Desired Settlement: We would like the dash to be replaced, and the radio and tow hitch part to be installed, all of it completely and correctly.

Thank you,

Business

Response:

Initial Business Response

On October 15th, 2013, at 10:23 a.m., I, the Customer Relations Manager (CRM), received a message from the customer stating he bought a 2008 Chevrolet Silverado from Tracy Ford about 4 months ago and the truck had been brought in for repairs to the engine and we had taken care of the repairs. He brought the radio in for repairs and now there is a crack in the dash. The customer stated he spoke with the service dept. manager and was not happy with the outcome.

On October 16th, 2013, at 2:40 pm, the CRM spoke with the customer, had the truck in for repairs and that was taken care of. The customer brought the truck back in on September 26th, 2013, because the radio wasn't working. Tracy Ford needed to take the radio out to get the model number and order a new stereo. The customer stated there was no crack in the dash when he brought the truck in and he noticed a crack in the dash when he got home. He said spoke with the technician who said it was possible we cracked the dash. The customer also stated that the service manager told the customer we have a special tool, but he felt the service manager lied to him. The customer believes the dash was not cracked before he brought it in for repairs to the radio. The customer emphasized healso looked up how to take out a stereo in a Silverado and found a YouTube video and there is no tool needed. He also sent pictures of the cracked dash to the service manager. The CRM stated the situation would be researched and get back to the customer with any findings. The tow hitch was never mentioned.

The CRM spoke with the service manager and stated that we didn't cause the crack in the dash and asked the CRM to follow him.

The CRM then walked into the service bay and was directed to sit in the passenger side of a vehicle. The CRM was pointed to an area in the dash close to the windshield on the right side. There was a crack about one inch long and approximately 14 to 18 inches away from where the stereo sits. Also, the stereo is not directly underneath the dash. There are air vents above the stereo, which puts the stereo approximately 4 to 6 inches below the dash. The service manager was asked if a special tool was used to take out the stereo. He stated that Ford has a special tool needed to take out stereos, but that Chevrolets did not. The service manager stated Tracy Ford didn't cause the crack in the dash.

A separate conversation was also had with the technician that took the stereo out, obtained the model number and put the stereo back in. It was asked if a special tool was used to take out the stereo. The technician stated that he just used his hands, that he takes the facia housing off first, then slides the stereo out very simply. It was asked if he had trouble taking out the stereo and the technician stated no. The technician was also asked if he had spoken with the customer and what was discussed. He stated he gave the customer his cellular phone number and the customer called him about the crack. The technician said he didn't want the customer to be upset, but told him it was highly unlikely Tracy Ford cracked the dash.

On October 17th, 2013, at 10:41 am, the CRM called the customer and left him a message advising him of the findings and unfortunately, Tracy Ford will not cover the crack in the dash as my findings were that we didn't cause the crack in the dash. Advised him to call me back to discuss further or if he has any other questions.

At no point during the CRM's conversation was it discussed about the trailer hitch. The CRM will look into this part (as well as the radio that needs to be installed as stated) and any necessary work that needs to be done to meet the terms of the original contract. Delays are often incurred when vehicles from a different manufacturer are to be completed because as a Ford store, we do not carry other manufacturer's parts in stock and have to order them.

Tracy Ford will in fact do any repair work that needs to be completed to meet the terms of the contract, but at this time will not repair the crack in the dash.

Review: The most dishonest sales and finance practice around. The sales manager [redacted] tried to inflate the price of the vehicle the day AFTER my husband had already negotiated a price, and he was well aware a price was already negotiated. After I blew up and walked out he called my husband and basically gave in to all our demands as far as a trade in even though "he was going to get in trouble for the deal". The biggest regret I have is going back to the dealership to get the car. The finance manager was the sneakiness of them all. He apologized profusely for the sexism I had encountered and led me to believe that he was "throwing in" a warranty, gap insurance and a skylink anti-theft system..........in reality he was taking advantage of a very upset woman under a huge time constraint and was just having me sign and initial so I could be on my way. NOT once did the finance manager explain that these extras were at an extra cost, nor were we asked if we wanted them. He automatically added them, and he ended up adding almost 6k to our loan right under our noses. As soon as we discovered this unethical shadiness I contacted their consumer relations manager. After numerous phone calls they still refuse to comp the items we were lead to believe as free. They've offered to cancel the contracts and even for us to return the car...... NONE of which are a viable solutions. DO NOT buy a car from them. The senior management is non-existent and they are shady in every possible facet of car buying, the only time the owner got involved was in response to a yelp review which he later apologized for since he didn't know what he was talking about. I plan on spreading the word on all possible levels on how terrible they are. They claim customer service but don't let them fool you. PLEASE go somewhere else and don't waste your time. Tracy Ford should be out of business for the way they treat and deceive their customers!!!Desired Settlement: Unfortunately I've already been told that my request is not possible. They've agreed to refund me the money, BUT cancel the contracts too. These extras were not ever offered or explained as an additional cost. He insisted he wanted me leaving happy so they were suppose to be in compensation for the clear sexism that took place during the negotiation process. Tracy Ford should step up to the plate, hold their employees accountable and comp us exactly what we were told was "thrown in".

Business

Response:

Tracy Ford has apologized to Mrs. [redacted] and offered to cancel the extended warranty and gap insurance. We are not giving any more items to her for free. Because we are unable to come to an agreement, we are willing to undo the car deal. She can bring the car back this week. We will undo the transaction and refund any and all monies involved.

Consumer

Response:

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.

Review: Tracy Ford cancelled the contract with no apologies or being compensated for their error. Take it or leave it attitude.

My wife and I went to Tracy Ford dealership on Sat 12/14 to purchase a vehicle. A salesman approached us to show us around. We then test drove the car that we were interested in and decided to negotiate with the price. After a few hours of negotiating with the price and payments, we reached an aggreement. We then signed to contract and left the dealership with the new car. The following day, I called my insurance to add the new vehicle to my policy. After giving out the VIN # of the vehicle, I noticed that the Vin# of the vehicle didn't match the VIN # on the contract. I have then called the Tracy Ford to let them know the discrepancy. They had me come back to straigten out the error they have made. When we got there, they told us that they sold us the wrong vehicle and the correct vehicle is outside. When we looked at the car, it wasn't the same vehicle we were looking at and we test drove that day. The salesman never even showed us that car. The salesman then told us either we take that car or cancel the contract or pay $3000 more to get the car that we already agreed on. Since the contract we signed has the same VIN# that they wanted us to take, which we weren't interested in, we have decided to cancel the contract. My wife and I are so upset for the stress and time of negotiating with the price. They never even apologized for the stress they have caused us. All they mentioned is that they screwed up and we need to give the car back. Desired Settlement: Let us take the original vehicle that we originally were interested in and test drove for the price we agreed upon originally.

Business

Response:

Initial Business Response

Customer returned to dealership on 12-21-13. Customer worked with sales team to achieve acceptable resolution.

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Tracy Ford resolved the issue to our satisfaction

Review: We purchased a 2009 Chrysler town and country touring mini van. It was equipped with everything except a navigation system. The financial manager asked if we would like a navigation system in our car. We said yes. So he charged us 2,000.00 extra for the gps. I assumed we would get a small device added to the already very good system. He asked us to bring the car back for installation. The phone was working and everything else was sounding great, the only thing missing was a navigation system. When I took the car for the installation, I was surprised to find out that they would take out all of the existing (Perfectly good) system. I expressed to the financial manager that I was concerned that it may not be as good as what was already in the Chrysler that we purchased . He then stated he would get a Pioneer system installed, that had a 3 yr warranty. From day one, the phone was crackling, and muffled. I could not hear the party on the other end. Their technician glued a black speaker to the windshield for the phone, and a larger black box to use as an antenna for the radio. The cruise control would not work with the Pioneer system, and I expressed concern about that. After many visits for adjustments, it was always inferior sounding. Tracy Ford allowed me to have outside stereo installer fix the Pioneer, or re-install the factory system. It has been re-installed and now the phone will not work, and I still don't have a navigation system. After speaking to their customer relations person who suggested I should sell the Pioneer system on eBay. Now I don't have my money or a gps system, or a phone. I have been treated very badly by these individuals. I am a 72 year old disabled woman who only wanted a navigation system added to what I already had and liked very much. The sound from the original stereo system was beautiful, and it is not so beautiful now. I don't know what their tech did to my system, but I need them to replace the money I spent, or send it to Chrysler for the necessary adjustments.Desired Settlement: Refund of my $ 2,000.00 - or repair of factory system with the phone added back in, and the work to be done at a reputable Chrysler dealership, and provide me with an exterior GPS system. Either Pioneer stereo/video products are are not compatible with Chrysler, or their technician is not qualified to install stereo/video/phone systems in Chrysler product vehicles. If there is a 3 year warranty, they should use it to rectify this mess.

Business

Response:

Revdex.com Complaint Case # [redacted]To Whom It May Concern:Tracy Ford is in receipt of your letter and we have reviewed this matter. Our response is as follows:On April 7, 2013, [redacted] purchased a 2009 Chrysler Town & Country Van. The customer purchased a Pioneer navigation system that day as well.On April 29, 2014, the customer brought vehicle to Tracy Ford to have the navigation system installed. After inspection of the vehicle, we found that we needed to order additional parts for installation and re-scheduled the appointment once the parts arrived. On May 14, 2014, the customer brought the vehicle back to Tracy Ford installation with the additional parts we paid for. We provided the customer with a rental vehicle, which is included in the price of the navigation unit. On June 17, 2014, the customer brought the vehicle back to Tracy Ford, stating radio reception is very poor and Bluetooth is not clear. We made adjustments to the radio and Bluetooth for better reception at no charge to the customer. Before the vehicle left Tracy Ford, we confirmed the new navigation system worked properly with the DVD player, phone usingBluetooth, back up camera, and radio. Customer stated she had some questions on operation. Tracy Ford made an appointment to demonstrate how to operate the unit. Customer missed the appointment. We scheduled another appointment and the customer missed that appointment as well.On September 3, 2014, at the customer’s request, Tracy Ford paid $500 to Mr. Tunes Audio to remove the Pioneer navigation system and return the system to original manufacturer’s equipment. On October 30, 2014, Tracy Ford received a call from the customer stating she is unhappy that she paid $2000 for a navigation system that is in a box sitting in her home. Customer stated she has no GPS or blue tooth and the unit never worked properly. Customer would like a full refund for the unit. Advised customer, per the sales contract, this is a non-refundable item. Customer said there is a three year warranty and would like to get refunded through the warranty. Advised customer the warranty covers any defects to the unit. Because it is a capability issue and there is nothing wrong with the unit itself, the warranty would not apply.On November 6, 2014, Tracy Ford contacted Antioch Chrysler and asked the sales manager if the 2009 Chrysler Town & County is Bluetooth capable. The sales manager looked up the vehicle by VIN and stated this vehicle is not showing Bluetooth capability. Sales manager would be willing to have the customer bring the vehicle to Antioch Chrysler to look at the vehicle for Bluetooth capability, but all indications show this vehicle is not equipped. On November 6, 2014, Tracy Ford called the customer and offered to have her bring the vehicle to Antioch Chrysler to check for Bluetooth capability. It seemed the customer really just wanted her money back, so we offered to help the customer sell the Pioneer navigation system on Ebay to recoup some of her money. Customer became very upset, stating she would make Tracy Ford pay and ended the call.Tracy Ford has bent over backward to assist this customer. This is clearly a case of buyer’s remorse. The customer envisioned a different navigation product on the day she bought the unit than what she received. Our offer still stands to have her take the vehicle to Antioch Chrysler to look at the vehicle for Bluetooth capability.

Consumer

Response:

I am in receipt of the response from Tracy Ford regarding my complaint.

Review: Order a truck 16 footer, deliver wrong size 10 footer. Now they want me to pay penalty for the wrong truck . And would only take it in as trade. 1 did not see the truck2 did not recurve do the truck physically 3 no final inspection . 4 wrote a letter about my rights as a consumer and the warranty of their company. And they just ignored it. Every time I came in I'm being harassed by the general manage. Do I called and ask if I can talk to someone other that [redacted] . They said nobody is higher than him. Now when I called they ether don't answer to my messages or just give me the run around.Desired Settlement: Start over with new loan exchange wrong truck with the right size 16 footer . Not to pay penalty four to mistake made by ford .

Business

Response:

[redacted]Purchase Date: 10/28/2015[redacted]Vehicle: To Whom It May Concern,Tracy Ford is in receipt of your letter and we have reviewed this matter. Our response is as follows:

[redacted] 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; [redacted] was present in the room with Tracy Ford’s sales consultant. [redacted] agreed to purchase a 2015 F-350 [redacted] based on Cal Central Trailer’s specifications. [redacted] 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 [redacted] that it was the incorrect size. The truck was too small.[redacted] contacted Tracy Ford regarding this. Tracy Ford is currently in process of getting [redacted] a new truck based on the correct specifications, which are in writing, from [redacted]’s building company, Cal Central Catering Trailers.

Review: My 2011 Ford F-150 has had brake failure twice in the last four months. I took my vehical to Amigo tires and brakes in Tracy California in October 2014 and was told that we need new calipers on both the right and left side. Also that I need new brake pads. For this service I paid 711.00 dollars. The other issue that I am having is I take my Ford to the Ford dealership in Tracy ca, for general maintanence. Oil changes, tire rotation, and general inspections. I took my Ford in to the Tracy ford dealership in mid December (more or less 2 months later) for a diagnostics (27 point inspection) Also, I had them specifically look at my brakes, tires, alignment, and a ticking noise I heard a few times coming from my engine. Ford had my truck for 2 & 1/2 days and charged me a total of 182.37. The results said that my brakes were in good condition, but that my alignment was off by a few specs. Well here I am 2 months later with brake failure. Ive also come to learn that my exteneded warrenty from Ford should have covered this. I also paid 135.00 to ford to check the engine "ticking" which also should have been covered by my extended warrenty. I'm out of a vehical for now because the truck is considered "not drivable" or "unsafe". So I think both Amigo's tire and brakes, and Ford Tracy dealership are to be in question. Regards,[redacted]Desired Settlement: An explanation for the charges not covered by the warranty. In addition, please explain the reason why the potential brake failure was not caught in the December inspection/diagnosis?

Business

Response:

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.

Review: I came to an agreement with the sales manager on a purchase price of the vehicle at $56,999, with $5,000 cash, and a trade-in price of $33,000. I still owed $15,000 on the car, so that leaves $23,000 down between trade and cash. The sales manager and I shook on this deal and I took his word for it that this is where he got the monthly payments. I was talking cars with the finance guy while I signed my life away, not paying attention to the contract. (Which wasn't smart, I know. but I'm a man of my word and generally expect that in return) Well several days later I was going over the numbers in my head and it just wasn't adding up. So I pulled out the contract and not only was the vehicle price above what we agreed on, but it was above the sticker price that was on the windshield! And then I noticed that he didn't give me $33,000 for my trade-ins, he gave me $27,000! And on top of all that, I was under the impression that it was a 72 month loan this whole time. But he had changed it to an 84 month. So I was a little more than upset at this point. The customer service lady just happened to call me as I was seeing all this to see how I was liking the vehicle. I told her I love the truck, but I am FURIOUS with the dealership. I told her the original agreement and what I'm just now noticing and she said that's not right. She'll have the general manager call me. He did and I went in to see him this afternoon. Not only was he rude, but he informed me that the prices on the windshields of their vehicles are to get people into the dealership, not the actual sale price. And that's where my confusion is coming from because the $6000 missing from my trade-in value actually just came off the "real price" of the truck ($71,000). And next time I should pay better attention to the contract. (which again, I should've payed attention to the contract and not just took the word of a sleazy salesman). But I want everyone to know how they conduct their business!Desired Settlement: What I would like is for the contract to be reduced to a 72 month term so it actually works out to the amount that WE AGREED UPON. But I was informed by the general sales manager that they would be doing nothing for me other than explaining why their numbers work.

Business

Response:

Revdex.com Responsefor:[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.

Consumer

Response:

I am rejecting this response because much of their response is simply not true. 1. I never said that I met with my financial advisor. 2. When I came in to figure this all out I was open to hear their explanation. It wasn't until they agreed that yes, they in fact did agree to $33,000 for my trade-ins, and that's what they gave me for them that I lost my temper. Because not only could they not show me where the missing $6,000 is, but their explanation was simply ridiculous! How are they going to advertise vehicles for one price and then tell me that they've deducted part of my trade in value from a PREVIOUS price of the vehicle? And then to tell me straight to my face that, "the prices on the windshields of the cars out on the lot aren't the actual price of the vehicles, that's just to get people into the dealership." That's a day direct quote from the gsm.3. Everyone involved has already agreed that $33,000 was the agreed upon amount of the trade ins. So I either want to be reimbursed for the missing amount, or I want it applied to my down payment and I want my monthly payment adjusted. It's as simple as that.

Business

Response:

Hello [redacted],

Review: Refund of Vehicle Registration.

On October 8, 2012 I purchased a 2008 Ford Edge Limited from Tracy Ford. In the purchase contact under Amounts Paid to Public Officals = vehicle License Fees $278.00 + Registration/Transfer/Titling fees = $66.00 + other Smag Abatement fee = $20.00 for a total of =$364.00.

In Decemeber 2012 I had not received the License plates for my vehicle, so I called Ford to inquire about the status of my plates, [redacted] the Ford Rep, told me to wait until January 2013. I waited until around the second week of January 2013, so I called back, [redacted] decided to send me a DMV license plate lost/replacement form. I signed it and returned it her in the self addressed envople she had provide. I waited about three weeks and called her around the first of Feb. 2013, she then told me they had the wrong address, the address she said Ford had on file for me was a Vallejo address, but a week prior I received from Ford Tracy a refund check of $95.00 for DMV fees, but clearly on my sales contract listed my current address which is currently in Hercules, CA. She said she would make the correction and that she would call me back in a week. Two weeks went by and no call back, so I called the dealership and spoke to Carl Covington the sales person and explained to him the situation and told me I should go to the DMV. I went to the DMV around March 24, 2013 to see why my license plates and registration had not been sent out to me. The DMV in El Cerrito told me that I needed to pay the registration to get my plates and tags, which I paid 261.00 for tags through 3/2014 and received my plates and Tags (6YWL006). On March 30, 2013 UPS delivered to me a set of new plates and Tags (6ZSY335) through 3/2014. I was puzzled, why I received another set of plates, so April 1, 2013 I called DMV to ask what plates are registered to my vehicle and they said the (6ZSY335). I explained to the DMV that they owe me a refund and they said they did not. The next 10 days in April I called Tracy Ford and left several messages on [redacted]'s phone explaining in the message that I had paid two registrations fees totaling $633.00 on a vehicle I have only had for 6 months and that Tracy Ford owes me a refund of $269.00 but no one returned my call. I waited and called Tracy for on May 23, and [redacted] answered, I explained to her the whole story and she told me that they did not owe me anything and that the reason I didn't get my plates because the registration needed to be paid, because the previous owners didn't pay the registration, so it's up to me. I purchased the car on October 8, 2012 without tags and plates, the car according DMV birthdate for registration is 24th of March of each year. There is no way I should be responsible for paying double in registration on a car that I clearly paid for registration when I purchsed the vehicle. Just because the car set on Ford's lot unregistered should not be my fault. Out of all the vehicles I have purchased from professional dealers, I have never been told I must pay the registration twice because the previous owner didn't pay.Desired Settlement: I am seeking the refund of $269.00 for the fees I paid a second time for tags and plates.

Business

Response:

Business' Initial Response

The customer listed in this complaint purchased a used 2008 Ford Edge from Tracy Ford on October 8, 2012. At the time of purchase the customer paid fees in the about of $364.00 for licensing and registration. This was the amount due to register the vehicle for the year 2012 until the registration was due in March of 2013; essentially five months of registration. The State of California states that on ANY used car, the purchaser has the responsibility of paying any fees to bring the registration to current status (regardless if they are purchasing from an individual owner or a dealership). Dealerships are not required by law to register vehicles with the DMV as they are not using them for personal driving purposes. Additionally, the DMV does not pro-rate registration fees, just as they do not charge more if the vehicles registration is current. In the event that a used vehicle is sold and there is remaining time left on the registration, there is simply a $15 transfer fee.

In this case, there were monies owed to bring the registration current and this is what was charged to the customer. When the customer purchased the vehicle, Tracy Ford filed the paperwork to register and get plates from the DMV sent to the customer. When the customer called in that she had not gotten the plates (which can take upwards of 90 days in some cases) our business office attempted to file for replacement plates. This is when we were notified that replacement plates were not available because the current year (2013) was not paid in March on the renewal date. Once the current year's fees were paid, the DMV then processed our original request for replacement plates. This is why the customer ended up with two sets of plates. The ones given to her by the DMV and the ones issued when they processed the replacement request.

Tracy Ford stands by the statement as listed above regarding this situation, having said that as a one time good will gesture, we are willing to refund the customer $157 of her original registration fees. This $157 represents the amount charged prior to the customer taking possession of the vehicle.

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

My position has not changed,I accepted their offer,and it was processed according to the information in the report: we are willing to refund the customer $157 of her original registration fees. This $157 represents the amount charged prior to the customer taking possession of the vehicle.

Business' Final Response

Tracy Ford is in receipt of this response, however no communication that this offer was accepted by the customer was ever received by the dealership. We have checked both current and archived email (by our IT department)and paper correspondence by both the staff and business office. We have looked on desktops as well as the servers.

Our original offer stands and we will have a check processed immediately. There was in no way any attempt to not honor the above agreement, we didn't know that the customer had accepted it.

As stated, the offer holds firm and will be processed immediately.

Business Response

Tracy Ford is in receipt of this response, however no communication that this offer was accepted by the customer was ever received by the dealership. We have checked both current and archived email (by our IT department)and paper correspondence by both the staff and business office. We have looked on desktops as well as the servers.

Our original offer stands and we will have a check processed immediately. There was in no way any attempt to not honor the above agreement, we didn't know that the customer had accepted it.

As stated, the offer holds firm and will be processed immediately.

Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

My position has not changed,I accepted their offer,and it was processed according to the information in the report: we are willing to refund the customer $157 of her original registration fees. This $157 represents the amount charged prior to the customer taking possession of the vehicle.

06/14/2013 jls EMAIL Forward Business response to Consumer

06/19/2013 WEB Revdex.com DISPUTE RESOLVED- WITH LETTER : (The consumer indicated he/she ACCEPTED the response from the business.)

I'm not happy with the refund but I accept the offer.

06/20/2013 OttO EMAIL Inform Business - Case Closed RESOLVED

06/20/2013 OttO Revdex.com Case Closed RESOLVED

Business Response

The above refund check has been processed and has been placed in the mail to the above customer.

Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Business Response

Tracy Ford stopped payment on previous check and have reissued a new check for this customer. Check number is XXXXX.

Review: My brother and I went to Tracy Ford on 9-1-2013. I told them that I was a first time buyer so that they will help me understand the process.But instead of helping me, Tracy Ford took advantage of my situation. They showed me a used Accord 2007, 96,623 mileage for $11,995. I don't like it at first, but when they told me that the car has a 2 year warranty included at the same price of $ 11,995, without any extra pay. I suddenly changed my mind and liked it because of the said "free" 2 year warranty. We placed a $4500 downpayment from my brother's credit card for the car. Then after six days, I was suprised that I paid for the said "free" 2 year warranty, they tricked me. I haven't submitted a pay stub to the dealership yet. Then the bank which will finance the car called me and I told them that my job slowed-down and I'll be eventually laid off.The bank didn't push through the financing. Then I went to Tracy Ford on 9-7-2013 to return the car. The finance manager and I, together with my brother, discussed about the car.The Finance Manager won't accept the car. I said to the Finance manager that I am willing to pay for the restocking fee and mileage since I used the car. He won't accept it and forced me to choose another car from them. But I don't want to look for another car from them,because I don't trust them anymore, I just wanted to return it. The Finance Manager insisted that they will not accept the car and they will not return my $4,500 down payment even if I return the car. They also told me that they already financed the car through another bank. I asked them what bank financed it,but they won't show it to me on their file. Again, we discussed repeatedly. I also told them that my job is not that stable because it is on per project basis.The finance manager got mad, he said that we were going on circles.The Finance Manager raised his voice on us saying that I either looked for another car on their lot or return the car and lose my downpayment because he won't return the money.

Product_Or_Service: Honda Accord '07

Desired Settlement: DesiredSettlementID: Refund

I left the keys with them and left, because I don't want to argue with him like that. after a day or two,I called 888-415-5598 which transferred me to a guy at the finance office but said he will call me later about it because he doesn't know about the car.He never called me back. I called them again and I left them a message but didn't return my calls. I haven't heard anything from them. I want my downpayment back ASAP because it will have interest on my brother's credit card.

Business

Response:

Initial Business Response

Above listed customer came to the dealership to purchase a high mileage used car. At the point of sale the customer was advised about obtaining a warranty for the vehicle because it was high mileage and this would help to protect from unexpected breakdowns which can occur. When a customer purchases a used vehicle from Tracy Ford (and any other dealership) they sign an "As Is" form which states that the customer understands that they are taking the vehicle in its present condition. The only exception to this at Tracy Ford is if it is a Certified Pre-Owned Vehicle. CPO vehicles come with a Ford Backed Warranty for 2 years at no charge to the customer. HOWEVER, this was not a FORD CPO, it was a Honda which we cannot CPO because we are not a Honda authorized dealership. Therefore every warranty is a purchase only warranty.

State of California V C Section 11709.2 states "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." The purchaser simply cannot decide that they don't want the vehicle anymore and just turn the keys back in. Once the contract is signed by both the seller and the purchaser(s) the vehicle's ownership is transferred from the seller to the purchaser.

Furthermore, once the lending institution gives approval for funding and the paperwork is signed, the dealership no longer owns the vehicle and it becomes property of the lending institution. We cannot "take the car back". The customer can sell the car and pay off the note or trade the car in (which would then also payoff the note), or simply just pay the note off with available funds.

In addition, knowingly telling a lending institution that you are being laid-off or somehow your employment status is changing in an effort to thwart the successful funding of the loan constitutes fraud and is illegal. These items will be verified by the lending institution. Once you sign the credit application you are verifying that the statements you are making are true and correct and that knowingly providing misinformation is a criminal act.

At this time the car is in fact the property of both the customer and their lending institution.

Review: I purchased a new vehicle..after the finance person and I agreed on trade, incentives, price of vehicle, I was given a loan rate and per month charge of $312. The processing person tried 2 times to get a service contract for more money ($14 more, then $9 more), the 3rd time she said she could added it for the same amount per month I had been quoted $312. I thought she had done something nice..reduce price of car, more incentives, etc. When I went home that night, I noticed the contract had a $2900+ added price for the service contract; I did not agree to any additional charges other than the car price. The next day (Saturday) I went and spoke with the processing person and they said nothing could be done that day because the paperwork was locked; I had to return on Monday. I went back Monday and was told nothing could be done because the paperwork/loan was processed. I asked for the money; they said They will refund the $2900+ to the bank..in 6-8 weeks! In the meantime, I'm paying interest on that money and can't refinance the loan either due to incorrect loan balance. **The finance person had already built in that $2900 into the per month charge he quoted me (so he was the first lier); the paper proceesing person also lied telling me she could give me the contract for the same price as quoted. Talk about deceptive practices.Desired Settlement: I want the dealership to first disclose the fact that they used deceptive practices; return the cost of the service contract NOW, not in 6-8 weeks, plus any accrued interest the bank may have added. I want them fined for illegal sales practices.

Business

Response:

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.