Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. The service manager at this establishment is the individual who provided this response and whom was very rude when I spoke with him on the phone prior to my initial complaint. When I expressed my concerns about them leaving the old fluid in the transmission when the recall work was completed he never once suggested that they would never recommend that due to the amount of miles on the vehicle. His response to my concern was that it was not a part of the recall bulletin and that Ford Motor Company did not require it to be done so they did not do it. I actually had to add fluid upon getting my vehicle back because their "ASE certified technicians" did not bother to check it when the torque converter was replaced. When I had my vehicle towed the second time I was having similar issues and was charged $[redacted].xx for repairs that I was told would fix the problem. My third time being towed to Vic Bailey Ford my concerns were not "check engine light on and will not shift out of first gear" as he stated in his response which if I may add is a blatant lie. When I contacted Vic Bailey to inform them of the symptoms my vehicle was experiencing (less than a week after being charged [redacted].xx) I explained that it was doing the same thing as when the recalled part failed, (jerking in and out of gear at about 30 mph, "check transaxle" light was flashing) Only difference was that it did not halt me to almost a complete stop this time but everything else was exactly the same. When I received a call from [redacted] he said that they pulled 2 codes from my vehicle and told me to replace the 2 sensors would be $[redacted] but could not tell me that would fix the problem. He then said that he would quote me a remanufactured transmission ($[redacted]) and that may be the way I needed to go if the sensors did not resolve the problem. So they want to charge me $[redacted] on top of the $[redacted].xx that was already paid to "fix" the vehicle and all on guesses. As to his response about me talking with [redacted] about this, [redacted] did NOT say the sensors would very likely be the cause. There was more interest in getting the quote for the transmission to be replaced. When I then spoke with the service manager he did not "explain" that to me. He told me that [redacted] DID NOT suggest a transmission and that there was a 90% chance that the sensors would fix the problem (which at my cost are less than $** and would take me personally replacing less than an hour) but I was going to be charged $[redacted]. When I asked if they had a certified technician that could tell me the problem that would without a doubt fix the vehicle he said "there is no technician in the world that could tell you that". At this time I had no confidence in his "technicians" any longer and informed him that I would be having my vehicle towed back to my home. He very rudely told me "ok" and I told him I would have someone look at it that could determine the problem (without guessing). The entire conversation that was had with the service manager was very rude and poorly handled on top of me feeling like he was trying to intimidate me the entire conversation and speaking to me as if I knew absolutely nothing on the matter and would just do whatever they said. I am not the type to make official complaints like this or publicly let it be known that an establishment has operated in this manner but in this case I thought that it should be known exactly how they have handled this situation. As far as his response stating that he believes they acted properly in these transactions.....[redacted] WAS courteous but in my opinion very unknowledgeable, Vic Bailey III WAS very courteous and let me explain the situation but instead of him contacting me back he had the service manager do so, I believe the service managers name that he had contact me is Brad. In m opinion and many others that know this situation he should not be the one to deal with these matters as he was very rude and that could cause a big loss of business or could have already affected it because other Ford dealers could not complete the recall work for at least a month from the time I called but Vic Bailey had me have it towed the next day. I am still requesting that I be refunded the $[redacted].xx that was paid for repairs which I have since found out was WAY overcharged for the work that was done and it did not fix the problems I am having with the vehicle. As far as me using their establishment at a "discounted price" for the 2 sensors.....ABSOLUTELY NEVER WILL I BE BACK BECAUSE OF THE WAY I WAS TREATED BY SERVICE MANAGER. I truly hope this helps the next person to consider this establishment to do their research before having any work done here. Last but not least....the only reason I have a "situation" as he called it, is because ever since they worked on my vehicle is has been problem after problem and it was perfectly fine before a recalled part that failed had to be replaced. I look forward to receiving the next response and I very politely ask that it is not from the service manager at this establishment as I do not wish to be contacted by him personally. Thank you and I hope you will reconsider refunding the hard earned money that was overcharged by your establishment and did not fix the vehicle so that this dispute can be resolved.
Regards,
[redacted]
Good morning, I would like to tell you that the Staff at Vic Bailey Ford went ABOVE AND BEYOND to insure I was a satisfied customer. I would like to name a few, Mr. Bob B[redacted] really nice person, He gave me the impression that he really cared and wanted me to be pleased, very polite.... a...
real GENTLEMAN. I just can't say enough good things about this guy, Not sure of his position at the Dealership but He really knew his business, the next was the Sales Manager Adrian H[redacted], He worked with me and really wanted me to have the correct vehicle, super nice, polite and well mannered. and the Salesman, Eric H[redacted] He really worked hard doing this deal, and I hope he has a great future at the dealership. the lady doing the paper work, Miss L**, she worked hard also to make sure the paperwork was correct , and she explained every detail of the deal..... This is the second vehicle I've bought from this dealership and it wont' be the last, The Team at Vic Bailey Ford has earned my respect and business, and when I need another vehicle you can bet this is the Dealership I'll return to for a great deal and for customer service..... Thanks for all of your help. Is there anything I need to do on my end. If so let me know... Hope you have a great day. Sincerely [redacted]
The Dealer Principle and I have reviewed the original complaint, our response, the rejection document, the Customer Repair Request and the repairs that we made. I am attaching the Customer Repair Request that the customer signed showing my statements were accurate. The only difference is the complaint of the noise was added on after the repair order was created. We did address the complaints as stated and stand by our original response and offer.
To whom it may concern:
In reference to the complaint about the 360-view camera on the King Ranch F-150 account#[redacted], We do not feel that we have done wrong by this customer in any way whatsoever.
We worked with this customer over the span of a week or two trying to find a truck in the right...
color and equipment combinations. We went back and forth multiple times over pricing and options, etc. Finally, the customer brought us information for the exact truck he wanted to purchase. We had not been able to find him EXACTLY what he wanted, because the combination of equipment and color he was looking for was not available at any dealership in our region. We were surprised when the customer stated that he had found exactly what he was looking for, but when he showed up with the VIN and information on that specific truck, we went into action, quoted him a price which beat the dealer who had that particular truck in their inventory, and upon agreeing on a price we sent drivers to get the vehicle.
We never reviewed the specifications of the truck that the customer finally bought because we assumed (obviously incorrectly) that if the customer was bringing the information directly to us, rather than us finding it for him, that it was equipped in a manor he would be satisfied with. We always give customers the opportunity to look over their vehicles prior to signing any paperwork and never finalize anything until the customer has taken delivery of the vehicle and they are satisfied. It would not be sound business practice to give every customer multiple days to change their mind about whether or not they purchased the right vehicle.
We regret that this situation occurred as we would never want to have an unhappy customer, but we cannot pay for a mistake that we did not make.
We are attaching a photo from the salesman’s phone where he took a picture of the customer’s phone when he brought in the information for the truck he wanted to purchase.
First, I do understand [redacted]'s concern and situation. [redacted] did bring her car in for us to perform the torque converter safety recall [redacted] on 10/8/2015. She did also state the vehicle stopped while driving 5-10 mph. This is a Ford Motor Company recall campaign and not a Vic Bailey...
recall campaign. All Ford dealers are required to perform these recalls at customers request. However we are to perform them strictly as stated in the recall bulletin. This bulletin, [redacted] states 'Dealers are to replace the torque converter on affected vehicles at no charge to the vehicle owner'. Parts required to perform this are [redacted] torque converter, [redacted] torque converter hub seal, and up to 5 qts [redacted] transmission fluid as needed. This was performed as specified, vehicle was road tested and passed. Vehicle would get up to speed with no loss of power. This is concern is what this recall is to address. Just as a note, this vehicle is eleven years and had [redacted] miles at the time. Without knowing if the transmission had ever been serviced(fluid changed or flushed) there is no way we would recommend changing the fluid. Most often when an automatic transmission is serviced (fluid changed or flushed) with this many miles it creates more problems than it corrects. When [redacted] brought her vehicle in the second time on 10/26/2015 her complaint was vehicle will not go over 25 to 30 mph and RPM's are high, 5-6k and also hears a loud ticking noise, vehicle had been driven 193 miles. We determined this was caused by a failed throttle position sensor. The ticking noise was caused by a corroded EGR tube. It had been patched with [redacted] or something similar and two hose clamps. We replaced the TPS sensor and the EGR tube, again road tested vehicle and it passed road test functioning properly. Her concern on the second visit was similar but really not the same as the first time. This vehicle was towed in again to us on 11/6/2015, 245 miles after the second visit with the concerns of check engine light on and will not shift out of first gear. We determined by our diagnosis that it has a failed turbine shaft sensor and a failed camshaft position sensor. These failures can lead to a no shift condition. My advisor, [redacted] advised [redacted] that these two sensors could very likely cause the no shift concern but we could not guarantee this and if this did not correct the concern it would most likely be internal transmission failure and at that time we would recommend replacing the transmission. I did speak with [redacted] by phone and explained this to her. At that time she questioned our ability and ask if we had an ASE certified technician that could tell her if it was the sensors or the transmission. I explained that we do have Master Certified technicians and that along with my 25 plus years in this business that I didn't think there was a technician that could determine if the transmission was bad without first correcting the issues with the sensors and disassembling the transmission for inspection. I then made her aware that I would be fine if she felt she needed a second opinion and advised her to do so as we had nothing to hide. Based on the mileage and us having no knowledge of preventative maintenance that may have or have not been performed on this vehicle there are several issues that may arise and there is no way we can tell this or be responsible for this. I do believe we acted properly In these transactions and have no liability to do any repairs at our expense. To help [redacted] in her situation I would be willing to make these repairs at a discounted price.
In response to the customer’s statement on 12/28/2015:
Unfortunately, it appears this has developed into a he said/we said situation. We did not deceive this customer in any way. The truck that we originally located with all of the specifications he asked for was in, ** and the client told us that he did not wish to pay the premium to have the vehicle transported from that far away. That is the point at which the customer brought in the VIN to the truck that he found for a “cheaper price” in [redacted]. It makes sense now that the vehicle was a cheaper price because of the missing equipment. We will accept fault and blame for not more thoroughly going over the window sticker with the customer before going to get the vehicle from the other dealer, but again, when a customer brings us the information of the vehicle from another dealership that they would wish to purchase, we take for granted the fact that they are aware of what exactly that vehicle is equipped with. As to the customer’s assertion that we had purchased the vehicle from the other dealership prior to his finding and calling about the vehicle on November 14th, I am attaching a copy of our wholesale transfer agreement with Town & Country Ford in [redacted], clearly dated for Monday November 16, 2015. When we called Saturday the 14th to inquire about the availability of the truck (after the customer brought in the VIN on his own) we were told that they were working a deal on it, but if their customer didn't show up Monday to pick up the truck, then it was ours. We then worked out the deal with the customer and beat the price that he had negotiated with the dealership in [redacted] and that was all there was to it.
Our dealership made a profit of $1.56 off of the sale of this truck. The customer keeps mentioning getting a better price, we sold the vehicle to him at a price that was more than fair. A $1.56 profit off of a $54,161 investment. I do not think that we took advantage of this gentleman by any means. We did offer to install the 360* camera at our cost, and the customer declined this offer. We also offered to trade the vehicle in for the customer and try again to find him exactly what he was looking for.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. The service manager at this establishment is the individual who provided this response and whom was very rude when I spoke with him on the phone prior to my initial complaint. When I expressed my concerns about them leaving the old fluid in the transmission when the recall work was completed he never once suggested that they would never recommend that due to the amount of miles on the vehicle. His response to my concern was that it was not a part of the recall bulletin and that Ford Motor Company did not require it to be done so they did not do it. I actually had to add fluid upon getting my vehicle back because their "ASE certified technicians" did not bother to check it when the torque converter was replaced. When I had my vehicle towed the second time I was having similar issues and was charged $[redacted].xx for repairs that I was told would fix the problem. My third time being towed to Vic Bailey Ford my concerns were not "check engine light on and will not shift out of first gear" as he stated in his response which if I may add is a blatant lie. When I contacted Vic Bailey to inform them of the symptoms my vehicle was experiencing (less than a week after being charged [redacted].xx) I explained that it was doing the same thing as when the recalled part failed, (jerking in and out of gear at about 30 mph, "check transaxle" light was flashing) Only difference was that it did not halt me to almost a complete stop this time but everything else was exactly the same. When I received a call from [redacted] he said that they pulled 2 codes from my vehicle and told me to replace the 2 sensors would be $[redacted] but could not tell me that would fix the problem. He then said that he would quote me a remanufactured transmission ($[redacted]) and that may be the way I needed to go if the sensors did not resolve the problem. So they want to charge me $[redacted] on top of the $[redacted].xx that was already paid to "fix" the vehicle and all on guesses. As to his response about me talking with [redacted] about this, [redacted] did NOT say the sensors would very likely be the cause. There was more interest in getting the quote for the transmission to be replaced. When I then spoke with the service manager he did not "explain" that to me. He told me that [redacted] DID NOT suggest a transmission and that there was a 90% chance that the sensors would fix the problem (which at my cost are less than $** and would take me personally replacing less than an hour) but I was going to be charged $[redacted]. When I asked if they had a certified technician that could tell me the problem that would without a doubt fix the vehicle he said "there is no technician in the world that could tell you that". At this time I had no confidence in his "technicians" any longer and informed him that I would be having my vehicle towed back to my home. He very rudely told me "ok" and I told him I would have someone look at it that could determine the problem (without guessing). The entire conversation that was had with the service manager was very rude and poorly handled on top of me feeling like he was trying to intimidate me the entire conversation and speaking to me as if I knew absolutely nothing on the matter and would just do whatever they said. I am not the type to make official complaints like this or publicly let it be known that an establishment has operated in this manner but in this case I thought that it should be known exactly how they have handled this situation. As far as his response stating that he believes they acted properly in these transactions.....[redacted] WAS courteous but in my opinion very unknowledgeable, Vic Bailey III WAS very courteous and let me explain the situation but instead of him contacting me back he had the service manager do so, I believe the service managers name that he had contact me is Brad. In m opinion and many others that know this situation he should not be the one to deal with these matters as he was very rude and that could cause a big loss of business or could have already affected it because other Ford dealers could not complete the recall work for at least a month from the time I called but Vic Bailey had me have it towed the next day. I am still requesting that I be refunded the $[redacted].xx that was paid for repairs which I have since found out was WAY overcharged for the work that was done and it did not fix the problems I am having with the vehicle. As far as me using their establishment at a "discounted price" for the 2 sensors.....ABSOLUTELY NEVER WILL I BE BACK BECAUSE OF THE WAY I WAS TREATED BY SERVICE MANAGER. I truly hope this helps the next person to consider this establishment to do their research before having any work done here. Last but not least....the only reason I have a "situation" as he called it, is because ever since they worked on my vehicle is has been problem after problem and it was perfectly fine before a recalled part that failed had to be replaced. I look forward to receiving the next response and I very politely ask that it is not from the service manager at this establishment as I do not wish to be contacted by him personally. Thank you and I hope you will reconsider refunding the hard earned money that was overcharged by your establishment and did not fix the vehicle so that this dispute can be resolved.
Regards,
[redacted]
We traded the customer out of the vehicle, he was dissatisfied with and he is happy.
Good morning, I would like to tell you that the Staff at Vic Bailey Ford went ABOVE AND BEYOND to insure I was a satisfied customer. I would like to name a few, Mr. Bob B[redacted] really nice person, He gave me the impression that he really cared and wanted me to be pleased, very polite.... a...
real GENTLEMAN. I just can't say enough good things about this guy, Not sure of his position at the Dealership but He really knew his business, the next was the Sales Manager Adrian H[redacted], He worked with me and really wanted me to have the correct vehicle, super nice, polite and well mannered. and the Salesman, Eric H[redacted] He really worked hard doing this deal, and I hope he has a great future at the dealership. the lady doing the paper work, Miss L**, she worked hard also to make sure the paperwork was correct , and she explained every detail of the deal..... This is the second vehicle I've bought from this dealership and it wont' be the last, The Team at Vic Bailey Ford has earned my respect and business, and when I need another vehicle you can bet this is the Dealership I'll return to for a great deal and for customer service..... Thanks for all of your help. Is there anything I need to do on my end. If so let me know... Hope you have a great day. Sincerely [redacted]
The Dealer Principle and I have reviewed the original complaint, our response, the rejection document, the Customer Repair Request and the repairs that we made. I am attaching the Customer Repair Request that the customer signed showing my statements were accurate. The only difference is the complaint of the noise was added on after the repair order was created. We did address the complaints as stated and stand by our original response and offer.
Sorry for the misunderstanding a check was mailed to [redacted] today for $104.86.
Thanks!
To whom it may concern:
In reference to the complaint about the 360-view camera on the King Ranch F-150 account#[redacted], We do not feel that we have done wrong by this customer in any way whatsoever.
We worked with this customer over the span of a week or two trying to find a truck in the right...
color and equipment combinations. We went back and forth multiple times over pricing and options, etc. Finally, the customer brought us information for the exact truck he wanted to purchase. We had not been able to find him EXACTLY what he wanted, because the combination of equipment and color he was looking for was not available at any dealership in our region. We were surprised when the customer stated that he had found exactly what he was looking for, but when he showed up with the VIN and information on that specific truck, we went into action, quoted him a price which beat the dealer who had that particular truck in their inventory, and upon agreeing on a price we sent drivers to get the vehicle.
We never reviewed the specifications of the truck that the customer finally bought because we assumed (obviously incorrectly) that if the customer was bringing the information directly to us, rather than us finding it for him, that it was equipped in a manor he would be satisfied with. We always give customers the opportunity to look over their vehicles prior to signing any paperwork and never finalize anything until the customer has taken delivery of the vehicle and they are satisfied. It would not be sound business practice to give every customer multiple days to change their mind about whether or not they purchased the right vehicle.
We regret that this situation occurred as we would never want to have an unhappy customer, but we cannot pay for a mistake that we did not make.
We are attaching a photo from the salesman’s phone where he took a picture of the customer’s phone when he brought in the information for the truck he wanted to purchase.
First, I do understand [redacted]'s concern and situation. [redacted] did bring her car in for us to perform the torque converter safety recall [redacted] on 10/8/2015. She did also state the vehicle stopped while driving 5-10 mph. This is a Ford Motor Company recall campaign and not a Vic Bailey...
recall campaign. All Ford dealers are required to perform these recalls at customers request. However we are to perform them strictly as stated in the recall bulletin. This bulletin, [redacted] states 'Dealers are to replace the torque converter on affected vehicles at no charge to the vehicle owner'. Parts required to perform this are [redacted] torque converter, [redacted] torque converter hub seal, and up to 5 qts [redacted] transmission fluid as needed. This was performed as specified, vehicle was road tested and passed. Vehicle would get up to speed with no loss of power. This is concern is what this recall is to address. Just as a note, this vehicle is eleven years and had [redacted] miles at the time. Without knowing if the transmission had ever been serviced(fluid changed or flushed) there is no way we would recommend changing the fluid. Most often when an automatic transmission is serviced (fluid changed or flushed) with this many miles it creates more problems than it corrects. When [redacted] brought her vehicle in the second time on 10/26/2015 her complaint was vehicle will not go over 25 to 30 mph and RPM's are high, 5-6k and also hears a loud ticking noise, vehicle had been driven 193 miles. We determined this was caused by a failed throttle position sensor. The ticking noise was caused by a corroded EGR tube. It had been patched with [redacted] or something similar and two hose clamps. We replaced the TPS sensor and the EGR tube, again road tested vehicle and it passed road test functioning properly. Her concern on the second visit was similar but really not the same as the first time. This vehicle was towed in again to us on 11/6/2015, 245 miles after the second visit with the concerns of check engine light on and will not shift out of first gear. We determined by our diagnosis that it has a failed turbine shaft sensor and a failed camshaft position sensor. These failures can lead to a no shift condition. My advisor, [redacted] advised [redacted] that these two sensors could very likely cause the no shift concern but we could not guarantee this and if this did not correct the concern it would most likely be internal transmission failure and at that time we would recommend replacing the transmission. I did speak with [redacted] by phone and explained this to her. At that time she questioned our ability and ask if we had an ASE certified technician that could tell her if it was the sensors or the transmission. I explained that we do have Master Certified technicians and that along with my 25 plus years in this business that I didn't think there was a technician that could determine if the transmission was bad without first correcting the issues with the sensors and disassembling the transmission for inspection. I then made her aware that I would be fine if she felt she needed a second opinion and advised her to do so as we had nothing to hide. Based on the mileage and us having no knowledge of preventative maintenance that may have or have not been performed on this vehicle there are several issues that may arise and there is no way we can tell this or be responsible for this. I do believe we acted properly In these transactions and have no liability to do any repairs at our expense. To help [redacted] in her situation I would be willing to make these repairs at a discounted price.
In response to the customer’s statement on 12/28/2015:
Unfortunately, it appears this has developed into a he said/we said situation. We did not deceive this customer in any way. The truck that we originally located with all of the specifications he asked for was in, ** and the client told us that he did not wish to pay the premium to have the vehicle transported from that far away. That is the point at which the customer brought in the VIN to the truck that he found for a “cheaper price” in [redacted]. It makes sense now that the vehicle was a cheaper price because of the missing equipment. We will accept fault and blame for not more thoroughly going over the window sticker with the customer before going to get the vehicle from the other dealer, but again, when a customer brings us the information of the vehicle from another dealership that they would wish to purchase, we take for granted the fact that they are aware of what exactly that vehicle is equipped with. As to the customer’s assertion that we had purchased the vehicle from the other dealership prior to his finding and calling about the vehicle on November 14th, I am attaching a copy of our wholesale transfer agreement with Town & Country Ford in [redacted], clearly dated for Monday November 16, 2015. When we called Saturday the 14th to inquire about the availability of the truck (after the customer brought in the VIN on his own) we were told that they were working a deal on it, but if their customer didn't show up Monday to pick up the truck, then it was ours. We then worked out the deal with the customer and beat the price that he had negotiated with the dealership in [redacted] and that was all there was to it.
Our dealership made a profit of $1.56 off of the sale of this truck. The customer keeps mentioning getting a better price, we sold the vehicle to him at a price that was more than fair. A $1.56 profit off of a $54,161 investment. I do not think that we took advantage of this gentleman by any means. We did offer to install the 360* camera at our cost, and the customer declined this offer. We also offered to trade the vehicle in for the customer and try again to find him exactly what he was looking for.