Response to [redacted] Mr [redacted] called Barkhouser Ford Lincoln on 02/26/verifying the availability of a certain used Ford Flex listedonline in Barkhouser's inventoryMr [redacted] was told by a Sales Manager [redacted] that the vehicle was available Mr [redacted] explained that he would be driving from [redacted] on Saturday morning, 02/27/2016, to take a look at the vehicle [redacted] asked him to call that Saturday morning to make sure we had not sold the vehicle and let us know that he was in route so we could then "hold" the vehicle until Mr [redacted] 's arrival Sales Manager [redacted] greeted Mrand Mrs [redacted] when they arrivedUpon inspecting the vehicle, Mr [redacted] pointed out that the Flex had no moon roof, though the website listing showed moon roof as an included option Like most dealers, Barkhouser Ford Lincoln pays a third party vendor to upload vehicle photos and descriptions to various online listing services Although every effort is made to avoid erroneous vehicle information listings, errors do occur on rare occasions due to the sheer volume of data handled Most are caught and corrected quickly without incident To protect against the rare but inevitable error, Barkhouser includes the following disclaimer on all vehicle listings: “Images and options shown are examples, only, and may not reflect exact vehicle color, trim, options, pricing or other specifications.” In this specific case, no one at the dealership realized that the moon roof option was listed erroneously for the Flex in question Unfortunately, there had beenno prior discussion of amoon roof in the phone conversations that would have prompted a visual confirmation by our Sales Manager prior to the [redacted] 's trip to DanvillePictures of the actual vehicle were shown in the online listing; however, none showed clearly that the vehicle had no moon roof Sales Manager [redacted] apologized profusely to the [redacted] ’s and explained how this situation, thoughrare, canoccur [redacted] offered to fill up their gas tank for their troubles and asked if there was anything else he could do Mr [redacted] declined, stating that "We don't want anything from you" [redacted] called Mr [redacted] approximately hours after they had left the dealership to apologize again.I immediately contacted our third party vendor that Saturday afternoon, and explained the circumstances to themThey agreed to meet with me the following TuesdayWe met and talked about avoiding situations like this going forward I told them that these types of issues were completely unacceptable We both agreed to work more closely together to avoidsimilar situations.In summary, we deeply regret the erroneous option listed and take numerous steps to avoid these type situations Our disclaimer alerts the consumer to possible discrepancies for the rare occasions which, unfortunatelydo occur Regarding Mr [redacted] ’s request for monetary compensation, we offered to reimburse gas for the [redacted] ’s trip and were turned down We're still willing to reimburse the [redacted] 's for gas and any meal expenses they may have incurred, in the total amount of $which should more than cover such expenses[redacted] General Manager
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Response to [redacted]Mr. [redacted] called Barkhouser Ford Lincoln on 02/26/2016 verifying the availability of a certain used 2015 Ford Flex listedonline in Barkhouser's inventory. Mr. [redacted] was told by a Sales Manager [redacted] that the vehicle was available. Mr....
[redacted] explained that he would be driving from [redacted] on Saturday morning, 02/27/2016, to take a look at the vehicle. [redacted] asked him to call that Saturday morning to make sure we had not sold the vehicle and let us know that he was in route so we could then "hold" the vehicle until Mr. [redacted]'s arrival. Sales Manager [redacted] greeted Mr. and Mrs. [redacted] when they arrived. Upon inspecting the vehicle, Mr. [redacted] pointed out that the Flex had no moon roof, though the website listing showed moon roof as an included option. Like most dealers, Barkhouser Ford Lincoln pays a third party vendor to upload vehicle photos and descriptions to various online listing services. Although every effort is made to avoid erroneous vehicle information listings, errors do occur on rare occasions due to the sheer volume of data handled. Most are caught and corrected quickly without incident. To protect against the rare but inevitable error, Barkhouser includes the following disclaimer on all vehicle listings: “Images and options shown are examples, only, and may not reflect exact vehicle color, trim, options, pricing or other specifications.” In this specific case, no one at the dealership realized that the moon roof option was listed erroneously for the Flex in question. Unfortunately, there had beenno prior discussion of amoon roof in the phone conversations that would have prompted a visual confirmation by our Sales Manager prior to the [redacted]'s trip to Danville. Pictures of the actual vehicle were shown in the online listing; however, none showed clearly that the vehicle had no moon roof. Sales Manager [redacted] apologized profusely to the [redacted]’s and explained how this situation, thoughrare, canoccur. [redacted] offered to fill up their gas tank for their troubles and asked if there was anything else he could do. Mr. [redacted] declined, stating that "We don't want anything from you". [redacted] called Mr. [redacted] approximately 2 hours after they had left the dealership to apologize again.I immediately contacted our third party vendor that Saturday afternoon, and explained the circumstances to them. They agreed to meet with me the following Tuesday. We met and talked about avoiding situations like this going forward. I told them that these types of issues were completely unacceptable. We both agreed to work more closely together to avoidsimilar situations.In summary, we deeply regret the erroneous option listed and take numerous steps to avoid these type situations. Our disclaimer alerts the consumer to possible discrepancies for the rare occasions which, unfortunatelydo occur. Regarding Mr. [redacted]’s request for monetary compensation, we offered to reimburse gas for the [redacted]’s trip and were turned down. We're still willing to reimburse the [redacted]'s for gas and any meal expenses they may have incurred, in the total amount of $100 which should more than cover such expenses.[redacted]General Manager
Response to [redacted] Mr [redacted] called Barkhouser Ford Lincoln on 02/26/verifying the availability of a certain used Ford Flex listedonline in Barkhouser's inventoryMr [redacted] was told by a Sales Manager [redacted] that the vehicle was available Mr [redacted] explained that he would be driving from [redacted] on Saturday morning, 02/27/2016, to take a look at the vehicle [redacted] asked him to call that Saturday morning to make sure we had not sold the vehicle and let us know that he was in route so we could then "hold" the vehicle until Mr [redacted] 's arrival Sales Manager [redacted] greeted Mrand Mrs [redacted] when they arrivedUpon inspecting the vehicle, Mr [redacted] pointed out that the Flex had no moon roof, though the website listing showed moon roof as an included option Like most dealers, Barkhouser Ford Lincoln pays a third party vendor to upload vehicle photos and descriptions to various online listing services Although every effort is made to avoid erroneous vehicle information listings, errors do occur on rare occasions due to the sheer volume of data handled Most are caught and corrected quickly without incident To protect against the rare but inevitable error, Barkhouser includes the following disclaimer on all vehicle listings: “Images and options shown are examples, only, and may not reflect exact vehicle color, trim, options, pricing or other specifications.” In this specific case, no one at the dealership realized that the moon roof option was listed erroneously for the Flex in question Unfortunately, there had beenno prior discussion of amoon roof in the phone conversations that would have prompted a visual confirmation by our Sales Manager prior to the [redacted] 's trip to DanvillePictures of the actual vehicle were shown in the online listing; however, none showed clearly that the vehicle had no moon roof Sales Manager [redacted] apologized profusely to the [redacted] ’s and explained how this situation, thoughrare, canoccur [redacted] offered to fill up their gas tank for their troubles and asked if there was anything else he could do Mr [redacted] declined, stating that "We don't want anything from you" [redacted] called Mr [redacted] approximately hours after they had left the dealership to apologize again.I immediately contacted our third party vendor that Saturday afternoon, and explained the circumstances to themThey agreed to meet with me the following TuesdayWe met and talked about avoiding situations like this going forward I told them that these types of issues were completely unacceptable We both agreed to work more closely together to avoidsimilar situations.In summary, we deeply regret the erroneous option listed and take numerous steps to avoid these type situations Our disclaimer alerts the consumer to possible discrepancies for the rare occasions which, unfortunatelydo occur Regarding Mr [redacted] ’s request for monetary compensation, we offered to reimburse gas for the [redacted] ’s trip and were turned down We're still willing to reimburse the [redacted] 's for gas and any meal expenses they may have incurred, in the total amount of $which should more than cover such expenses[redacted] General Manager
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Response to [redacted]Mr. [redacted] called Barkhouser Ford Lincoln on 02/26/2016 verifying the availability of a certain used 2015 Ford Flex listedonline in Barkhouser's inventory. Mr. [redacted] was told by a Sales Manager [redacted] that the vehicle was available. Mr....
[redacted] explained that he would be driving from [redacted] on Saturday morning, 02/27/2016, to take a look at the vehicle. [redacted] asked him to call that Saturday morning to make sure we had not sold the vehicle and let us know that he was in route so we could then "hold" the vehicle until Mr. [redacted]'s arrival. Sales Manager [redacted] greeted Mr. and Mrs. [redacted] when they arrived. Upon inspecting the vehicle, Mr. [redacted] pointed out that the Flex had no moon roof, though the website listing showed moon roof as an included option. Like most dealers, Barkhouser Ford Lincoln pays a third party vendor to upload vehicle photos and descriptions to various online listing services. Although every effort is made to avoid erroneous vehicle information listings, errors do occur on rare occasions due to the sheer volume of data handled. Most are caught and corrected quickly without incident. To protect against the rare but inevitable error, Barkhouser includes the following disclaimer on all vehicle listings: “Images and options shown are examples, only, and may not reflect exact vehicle color, trim, options, pricing or other specifications.” In this specific case, no one at the dealership realized that the moon roof option was listed erroneously for the Flex in question. Unfortunately, there had beenno prior discussion of amoon roof in the phone conversations that would have prompted a visual confirmation by our Sales Manager prior to the [redacted]'s trip to Danville. Pictures of the actual vehicle were shown in the online listing; however, none showed clearly that the vehicle had no moon roof. Sales Manager [redacted] apologized profusely to the [redacted]’s and explained how this situation, thoughrare, canoccur. [redacted] offered to fill up their gas tank for their troubles and asked if there was anything else he could do. Mr. [redacted] declined, stating that "We don't want anything from you". [redacted] called Mr. [redacted] approximately 2 hours after they had left the dealership to apologize again.I immediately contacted our third party vendor that Saturday afternoon, and explained the circumstances to them. They agreed to meet with me the following Tuesday. We met and talked about avoiding situations like this going forward. I told them that these types of issues were completely unacceptable. We both agreed to work more closely together to avoidsimilar situations.In summary, we deeply regret the erroneous option listed and take numerous steps to avoid these type situations. Our disclaimer alerts the consumer to possible discrepancies for the rare occasions which, unfortunatelydo occur. Regarding Mr. [redacted]’s request for monetary compensation, we offered to reimburse gas for the [redacted]’s trip and were turned down. We're still willing to reimburse the [redacted]'s for gas and any meal expenses they may have incurred, in the total amount of $100 which should more than cover such expenses.[redacted]General Manager