Universal Salon

The dealership has been in contact with the customer and a new windshield is on order and we will communicate with him on the install to resolve his issue with this

Ford Motor Credit Corp has agreed to allow a rescission of the contract with payment start date 1/26/so that they can put in place contract with payment start date 2/12/ The attached Rescission letter must be signed by both [redacted] and [redacted] and returned Can be emailed to [redacted] @vtaig.com Once we receive this signed agreement we will sent it to FMCC, they will cancel the existing loan and put the new loan in place

The dealership is willing to refund the diagnostic fee since the repairs were declined, however the door lock concern and AC complaints were not brought up until after the original repairs were completed and vehicle was being returned The door lock issue found was not related to the original transmission control Repair orders are attached

During the time of Ms [redacted] vehicle purchase, the dealership offered several times to allow her to back out of the transaction and she decided to complete the transaction We will allow her to return the vehicle in the same condition that it was delivered in if she still feels like she is unhappy with the purchase We will not be writing a check for any dealer added options added to the vehicle if she decides to keep the vehicle

We have reviewed thoroughly Mr [redacted] transaction documentation, his complaint filed with your office, and a purported draft of a complaint he intends to file in Justice Court We take issue with some of the factual narrative of Mr [redacted] complaint Neither the purchase contract nor the financing was ever voided To the contrary, Mr [redacted] was financed through Ford Credit and the loan is in place Mr [redacted] is in possession of his vehicle When Mr [redacted] indicated that he was unhappy with the vehicle (due to a lack of certain features he desired), our personnel attempted to work with him to move him into a different vehicle or model, if possible Ultimately, these efforts were not fruitful as Mr [redacted] desired a more expensive vehicle for the exact same price The dealership obviously could not accommodate his expectations Mr [redacted] has viewed these efforts as some sort of contract between the dealership and him However, such a view is simply not the law For there to be a new contract between the parties, or an agreement to modify a pre-existing agreement, there must be an offer, acceptance, and separate consideration (putting aside the necessity for a written contract given the nature of the transaction) Camelback Ford began negotiations with Mr [redacted] , but no specific offer was extended Further, Mr [redacted] never accepted any offer No consideration passed between the parties We regret that Mr [redacted] is dissatisfied with the vehicle he elected to purchase However, the dealership has not committed a breach of contract as alleged by Mr [redacted] He is welcome to contact me to discuss trading out his vehicle for another, but we cannot do anything else to resolve his complaint

I greatly apologize that no one has returned your calls and requests for assistance If you can provide me with the receipt for the tire I will submit that to see what we can do in assisting with that for you Also we will gladly address the employees you stated have not returned your phone calls if you can provide us with their names as well Thank you

Customer came into dealership 7/12/16, stated she was from out of town and had a wrench light on, customer was advised of diagnostic fee and signed attached authorizationVehicle was immediately taken in for diagnostic and found it need a new transmissionAt 123,miles we will not open up a transmission as the cost to rebuild does not benefit the consumerQuote for a factory reman with a 3year unlimited mile warranty would be $plus new mounts would be needed as well The customer declined to do the repair and paid the diagnostic and the vehicle was returnedCustomer got the same recommendation and quote we would give to every customer with this problem and that amount of miles on a vehicleWe did not hear from the customer again and now months later we are unsure how an authorized and paid for diagnostic fee should be refunded

one it just started a few months ago and ive called times for a general manager and they said they well call back and still nothing I went in 4-months ago to talk to someone because my rear two rims where bent and ask manager to take care of and he said will see what can do and give me a call back still didn't here back and they where destroying my tires do I had to by new tires and two of the dodge rims to fix the issue s which cost me with taxes to get it fixed since the shop tried to hide with a bunch of weights bent rims don't stop the vibration even if you but alot on the the dealer already screwed me once with one truck and then I get into this one and get told recalls was fixed before buy it and now I get screwed on the rims and the recalls the company doesn't like calling customers back when it is necessary only when it is convenient to them

After hearing that Mr [redacted] family was not happy with trading in his Mustang to purchase a new Focus, Herb J [redacted] the General Manager began reaching out to Mr [redacted] directly There were many times that Herb asked if they would come into the store to try and figure out what vehicle they would be happy with and that it would need to be resolved and negotiated in person if he was not happyDiscussions were had about stopping the deal if he would come in and discuss it soon after the purchase on 10/Ultimately the offer was made when all parties came in on 11/to give them the entire purchase amount they paid for the Focus, there would be nothing they would lose by trading it in on a different vehicleThe sale price for the Fusion would be under our cost When the payment was presented as final offer $per month they stated that if we could not get it to $per month that they were not interestedWe understand previous frustrations to get out of a vehicle they were having issues with and the inconveniences of having vehicles break downWe feel our offer and negotiations were honest however it is impossible to move them into a vehicle that is over $more expensive and get to the payment they desire

We would ask that Mr [redacted] or Ms [redacted] bring in the vehicle so that we can address their concerns The were here for service month after they purchased the vehicle and then returned months later for a dashmat that was promised Outside of that we do not see where they have allowed us to see the vehicle so that we can address any of the concerns We would like the opportunity to inspect and correct the issues even though this was purchased months ago Thank you

The vehicle was towed in with no start condition back in august, leaving in October, its way out of its warranty stageYes it took a while for ford to provide a PCM for a year old vehicle, and the one they sent was defectiveCar left, and they returned a couple weeks later in November for check engine lightIt had codes for a failing PCM, we repaired under warrantyIt actually has other issues, and one is the junction box, that may or may not have been contributing to the failure, we did an additional wire repair and the vehicle left Warranty covers for a SPW (service part warranty), but they do not assist on any repairs or loaners for vehicles over 5/(year, 75K miles)The car was running when it left, and the part has a year warrantyIf they have concerns, we are unaware of those and we would request that they contact our service manager to review their concerns

In the emails, our sales manager offered to work with Mr [redacted] to get him into a new Ford Focus with the accessories he desired for the same price and terms as his original purchase, provided he could qualify (the initial 12:pm email from MrJ [redacted] to Mr [redacted] email stated that it was OAC, or on approved credit) In his later 2:pm email, MrJ [redacted] further stated that the deal needed to be completed during the weekend Mr [redacted] responded at 4:at said “NO WAY that I am going to waste my time doing that At this point, I do not agree to either of the two possible solutions that you have proposed to me today.” (emphasis in the original email) This amounts to a rejection of Camelback Ford’s offer, which ends the negotiations between the parties until either makes a new offer While we do not see that Mr [redacted] emailed three other options (as he states in his recent correspondence), that fact would also bolster Camelback Ford’s position If Mr [redacted] made a counter-offer, legally, such counter-offer also voids the previous offers made by the dealership and restarts the parties’ negotiations While we appreciate Mr [redacted] strong feelings on this matter, they simply are not supported by the law This is a contract dispute, and it is controlled by the principles of contract law An offer to enter into a new vehicle transaction was offered, but it was never accepted, either informally through the parties’ emails or through the necessary step of signing purchase documents To the contrary, Mr [redacted] rejected that offer in his 4:pm email Alternatively, Mr [redacted] may have made a counter-offer, which was not accepted by Camelback Ford In either scenario, the dealership then had no obligation to offer those same terms at a later time Accordingly, we are unable (and not legally required) to meet Mr [redacted] demands in this matter We request that this dispute be closed in favor of Camelback Ford

We are unfortunately as disappointed as [redacted] that we were unable to secure financing for the 2016 Ford Fusion. The lending approvals from banks are something we do not control and we make our best efforts to submit every applicant to the banks we have and assist in getting them... financing for their vehicles. We apologize that [redacted] had to wait for the accounting department to open on Monday November 23rd after he was told that he did not qualify for a loan, however on that Monday we did provide him with a refund check for $500 along with the $500 check #901 that he had given us to hold until 11/27.15. Our bank records indicate that the refund check for the cash was processed through our bank on 11/24/15 and a copy of that is attache. Wnd we did not deposit the $500 check given to us to hold since that was returned to him prior to the 11/27/15 date. If any evidence at all can be provided that check [redacted] for $500 was cashed we will immediately recitify and issue payment back for that, however our records do indicate that we in fact returned that check to [redacted] . Again we are disappointed that we could not find a lending institution that would extend a loan for the vehicle to [redacted] and we do apoligize that he was inconvenience by not having the refund check available at the time he returned the vehicle to us.

There was no communication with me in any formThe first I knew that my name was the borrower for a [redacted] ***was when I received a denial letter from [redacted] and my son in law co borrowerWhich was confusing to meas that was the credit union that accepted the loan on our [redacted] ***There was no communication to my son in law or my daughterI also received denial letters as borrower for my daughter on a [redacted] No one from Camelback Ford ever contacted me about using my name as a borrower on the loans for my daughters Explorer Or my son inlaws ***.Furthermore, the response by Camelback Ford to my daughters complaint to the Revdex.com stated the dealership was "under the impression"that I wanted to assist in the financing for my son in law.Under the impression? There is no middle of the road either you contacted me had me complete and sign a 3rd and 4th loan app or you didn't I applied for loans through this dealer , not I was told I needed to complete a loan app on the loan for my husbands Ford I signed and only loan apps We purchased two carsPeriod!

Mr [redacted] purchased a new Ford Edge on 6/26/at that time his contract was written at months, the lending institution not Camelback Ford, stated the applicant would not apply for an month term for the amount financed and having negative equity in his trade in vehicle Mr [redacted] was brought in where he resigned a new contract at months per the bank's requirement for approval In order to keep Mr [redacted] 's payments close to what he originally signed for and having a loan months shorter we lowered the price of the vehicle by almost $ We also took $off the purchase price of the GAP insurance policy and discussed with Mr [redacted] if he wanted to keep an extended service contract we could keep it in the loan by changing the type of contract from a 84/ at $to a 48/at $ Camelback Ford for years has not offered anything free outside of a first oil change to everyone that purchases from us We do offer maintenance plans which customer's can purchase to optionally add in prepaid oil changes however Mr [redacted] declined that Mr [redacted] would have also received soon after his purchase an entire packet from the service contract company MPP which described to him all of his coverages on the vehicle If at the time he received that packet he came in to discuss the issue with management at the company we would need that information along with any other written documentation he received stating he had this coverage or was promised anything in addition to what he signed for on his contract

If you can provide your receipt for the money spent on the vehicle we will review and see how we can assist if that is the resolution that would satisfy you at this time?

We are very sorry that the customer does not recall the conversations that he and Herb did have, we do record all of our phone calls and would be glad to review those if needed. The GM Herb did also receive a voicemail that stated that the customer appreciated all that he had done to help, he wished he could have gotten a Fusion for what he paid for the Focus but that he understood and would be keeping the Focus and again thanked him. The difference in vehicle price was well over $which is why the payment difference was so great between the vehicles. We apologize for any miscommunication about the difference in price that appears to still be present and we also wish that we could have reached an agreement on the price if the customer ultimately decided to trade out of the FocusAs far as the automated email regarding a Flex, we see in our system where figures were being worked for a Flex which is what the customer stated he would be satisfied with. That vehicle information inadvertently remained in our system and should not have which is what generated an automatic email for which we are deeply sorry that he received. We have updated our systems and there will be no further emails

*** and *** of Camelback Ford had the opportunity to sit with Mr*** a few days ago and we thought the issue was resolvedIn fact Mr*** was happy to talk to our employees and get the matter resolvedAt that time he did not express any dissatisfactionWe paid him $as per our agreement and $for returned item feeIt is a practice in auto industry that once the purchase contract is signed and funded the customer owns the vehicle and trade’s ownership transfer to the dealershipThe dealership spent a lot of money to recondition the trade.Mr*** traded his vehicle and it belongs to Camelback FordMr*** has signed contract stating that he has taken the ownership of the vehicle and signed over the rights to his trade to Camelback Ford

We apologize for any inconvenience that a follcall was made to the customer. We have taken the apprpriate steps to remove her from our calling lists and place her on the DNC list, this was the first time the Accounting Office was made aware of this request.*** ***Interim
Controller

I do not agree with the dealership was "under the impression" they had my mothers consent to be added to the loanI have asked several times for a response as to WHY this has happenedFurthermore, there should be a signed document giving such consent which there isn't since we were never consulted on this. We have now been receiving letters from banks with myself, *** ***, and my mother, *** ***, listed as borrowers on the *** for Kris ***These letters are dated from June 27th and later which is AFTER we were told that the financing didn't go through and the truck would need to be returned on June 26thSo, who gave the authorization for my mother and I to be the loan applicants on the ***Please note that all communication with the dealership on June 26th was done via text which I have copies ofThere is NOTHING in there consenting to any of thisAlso, when I inquired as to HOW and WHY my mother was added to the loan, they failed to indicate a misunderstandingThis is nothing more than a failed attempt to cover themselves for their illegal business practices