Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.It has become obvious that Kearny Pearson Ford (KPF) is not willing to accept responsibility for an insufficient repair on their partWe all were, and still are, aware that the supercharger caused the failure in the first placeMy complaint is that the sleeve the repair technician put on to separate the ac and supercharger lines, so they would not rub, fell offWhy is this my fault? I expected that the repair would be done correctlyI had the repair done successfully at [redacted] , who also knew the supercharger was installed and didn’t expect me to make the problem go awayI also noticed some hostility in KPF’s last responseI probably would have done the same thing if I knew I was wrong and didn’t want to accept responsibility to save faceI have been very satisfied with my relationship with KPF until this happenedIf they don’t want to take responsibility for their failure, I will no longer do business with themI will also suggest that my friends and family do likewiseCutting off your nose to spite your face doesn’t appear to have worked for themI would go to small claims court, but I’m sure they would bring on their legal team, and squash the little guyI guess my only option is to give up since KPF is not willing to do the right thing Regards, [redacted]
Mrs***,On 10/17/Mr [redacted] came into Kearny Pearson Ford and paid for a repair to be performed on his modified MustangIt has an aftermarket super-charger that has lines running places that it should notThis resulted in an aftermarket cooler line rubbing through a factory air conditioning line This was made very clear to Mr [redacted] when he came in then, and we noted the cause on the paperworkWhen he returned this year, the same concern was presentThe warranty does not cover physical damage to any component, as that would not be a failure of the part- it would bedamage to the partWe explained this during both visits and apologized as we have no way to submit a broken part back to Ford Motor Company and label it as “defective” Thank you, [redacted] (office) [redacted] (fax)Email Me ***.Visit our websites ***: [redacted] *** and [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below You did not address the issue of selling the FORD FOCUS in the futureWhat would I say to people that are interested in buying my car that has orange spots, rust, environmental pollution, as you call it? If there is absolutely no problem with the paint, then will you take it as a TRADE IN ASAP? Regards, [redacted]
We have had contact with this customer and came to a mutual agreement after he filed the complaint and before we received notice.The customer did knowingly purchase and take delivery of an All Wheel Drive Sorento without Navigation.However in the interest of customer service and in agreement with Mr [redacted] we have agreed to refundhim a cash amount more than his first paymentPlease feel free to contact me at any time [redacted] cell [redacted] General Sales ManagerKearny Pearson Ford & Kia x[redacted] cell
I have already reached out to the customer to let her know.I wanted to let you know that we have refunded the customer on case [redacted] for the full amount that she paid
Upon reviewing this case, it appears that besides the phone call that Ms [redacted] made approxweek after her tire replacement, there is no record of us ever attempting to resolve a vibration concern with her vehicleHer tires were actually replaced March 10th, 2017, and the next time we saw her was September 5th, During the latest visit, she did not mention a vibration concern, she asked simply for the oil change service and an alignmentAgain, there was no mention or diagnosis of a vibration to be inspectedWe are happy to inspect the vehicle for the vibration concern, at no charge to the customer to find out what the cause isThe alignment and the eccentric washer/bolt that is needed has nothing to do with a vibration- only with the fact that without it, the alignment will not be straight and the tires could wear prematurelyThis is not something that can be seen by the eye, which is why it was not mentioned on the original repair order, an alignment must be performed in order to identify thisWe hope to hear from Ms [redacted] in order to inspect her vehicle to find out where the vibration is coming from, and again, are happy to inspect the vehicle at no charge to herThank you, [redacted] ***Fixed Operations DirectorKearny Pearson Ford KIA [redacted] 858-715-(O)858-576-(F)
Mrs***,Like we sent over in the original response, the customer was made aware of and we “blamed” the AFTERMARKET supercharger when he first brought the vehicle in for repair a year agoHe was made aware of this then, he obviously did not make a change to the system causing the failure, and as a result, the system failed again. Mr*** was made aware of the problem with his vehicle a year ago, and had ample time to repair the root cause of the problem (which was explained to him a year ago). The warranty covers failure of a component due to material defect, this was not the caseThe customer is requesting that we pay for something that had nothing to do with the part or the workmanship at Kearny Pearson Ford, and we are declining this request.Thank you,*** *** *** (office)*** (fax)Email Me ***.Visit our websites ***: *** *** *** and *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaintFor your reference, details of the offer I reviewed appear belowI HAVE QUOTED ***’S EXACT WORDS (GENERAL MANAGER FOR KEARNY PEARSON FORD) ON HIS RESPONSE TO MY COMPLAINT***: “A good detail will resolve this issueAny buyer can be explained the pre-mentioned.”(REFERRING TO THE RUST/CORROSION ON PAINT).You used the word ‘RESOLVE” in your response***, I spoke to you and your paint specialist personally and you both informed me that it will come backSooner or later.So your response is neither ACCURATE nor consistent with your statement given in the month of JuneANY paint specialist can confirm my statement in saying that this treatment is not permanently taking away the RUST/CORROSION from the paint. ***: “Any buyer…(will understand the RUST/CORROSION on MY CAR) *** you are stating that any buyer would purchase MY CAR after informing them about the RUST/CORROSION on the paint, and the need to CLAY IT every months or soAnd you assume that ANY BUYER would comprehend that the car also needs to go through the CLAY process, which is an ALL DAY treatment, that does not take it away completely, that it will come back whether you have it covered or not4-months and it comes back If this is the case, you should of INFORMED ME, THE BUYER, about the ENVIRONMENTAL DEBRIS at your location when BUYING A BRAND NEW CAR, I would of NEVER considered buying a car from KEARNY PEARSON FORDPOINT 2:***: “Trade in on a Wholesale basis for the value of that car.” Did I buy my car on a WHOLESALE basis….no! Furthermore, I waited several days to acquire MY CAR because the sales associate needed to find the PERFECT CAR for MESo this particular car was HAND PICKED for me, why? There were MANY Focus on the lot, why did PEARSON FORD look for THAT PARTICULAR CAR?????MAKES ME ASSUME THAT KEARNY PEARSON FORD ALREADY KNEW IT HAD PAINT ISSUES AND NEVER ASSUMED I WOULD FIND OUT DUE TO MY AGE AND BEING A WOMAN.***: “We will NOT COMPLETELY REFUND the PURCHASE OF THE VEHICLE as all sales are final”Your statement is too vague and weak to be taken seriouslyI strongly believe I should receive WHAT I EXPECTED TO ACQUIRE IN EXCHANGE FOR MY MONEY……A BRAND NEW CAR, O MILES, NO PAINT ISSUES. ***, if you are talking about a few hundred dollars difference, I am willing to listen to your proposalMY FINANCIAL SITUATION DOES NOT ALLOW ME TO PURCHASE ANOTHER CAREVERYTHING THAT I had went to the PURCHASE OF THE FORD FOCUS I turned in my old car that was still drivable and in good condition as wellI have nothing leftPlease reconsider your offer or assist me in being part of FORD MOTOR COMPANY’s buy back program
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
KEARNY PEARSON FORDI bought a Ford Focus car at your dealership on November 31, The car was brand new, milesIn addition, I bought highly priced packages that KEARNY PEARSON FORD insisted in acquiring, to make my experience more enjoyableJUNE 4th of 2016, I reported orange spots all over my car to the general manager at PEARSON FORDThe results were that they are in an industrial area and debris falls from the skyHe proceeded in saying they could clean it, but it will come backMy job was to clay it every months! I then contacted FORD MOTOR COMPANY and I was placed on the buy back programThat is all I have heard from themThey never returned my calls.JULY 1st, I spoke to the services manager at PEARSON FORD, and he indicated that the orange spots are industrial fallout, and that basically it was not their faultHe stated to wait for *** from FORD MOTOR COMPANY to contact me in regards to the BUY BACK PROGRAMHe misled me because *** never called, me, and instead he placed a message on the Revdex.com website, and a few days later my case was closed because the Revdex.com was expecting me to get on to the Revdex.com websiteHe also added that the car needs to be covered at all times or the spots will come back even sooner.FUTURE CONCERNS: I am appalled in regards how this case has been dealt withI bought I brand new car, and I expected a problem free car, considering that I am years old and cannot have a car that I need to clay every monthsI do not have a car port to maintain my car covered at all timesI am a mental health case manager and most of the day I spend at work, and I cannot maintain my car covered.I am requesting a refund of my money, so I can acquire another car that will take me basically to and from my workI AM YEARS OLD AND THIS IS CAUSING MANY HEALTH PROBLEMS, PLEASE LOOK INTO THIS!!
Regards,
*** ***
Ms***: I have read the complaint, but the complaint does not match what the customer paid, or what the customer was quotedThe customer paid $for the removal of broken spark plug, replacement of coil (unrelated) AND reprogramming the computer in the vehicle and road testing the
vehicle following the repairsThere was a part on the line (again, unrelated), which was the coil, and it was $+ tax. I am not sure where the miscommunication was, and if it was our fault- we certainly apologizeThe end result, however, was not the same as the misunderstandingIt was far less, and is very reasonable for this concernAll of this is clearly stated on line “G” of repair order *** which was presented to and signed by the customer upon pick-up. I am not sure if Mrs*** has read through the paperwork or not, or was under the misunderstanding that she ended up paying more than she actually didBut, if there is a question, I am happy to reach out to explain. Please let me know, and I have attached a copy of the paperwork for your review. Thank you, *** *** *** (office)*** (fax)Email Me ***.Visit our websites here: Kearny Pearson Ford and Kearny Pearson Kia
1. As stated earlier, Paint Fallout is common in major metropolitan cities including San Diego. A good detail will resolve this issue. Any buyer can be explained the pre-mentioned.2. Yes we will take your car in trade. As with any trade the value would be assessed on a wholesale basis for the value of that car. We will not completely refund the purchase of the vehicle as all sales are final. *** ***General Sales ManagerKearny Pearson Ford & Kia*** x.*** cell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My complaint is regarding the fact that the "repair" was done incorrectly the first timeI realize that the supercharger line caused the problem the first time, but I would have expected that it would have been repaired correctly, and that I should not have to pay to have the same thing repaired a second timeI also realize that the part was not defective, but the labor wasThe improper "repair" caused the part to failIt was the negligence of the repair technician that caused the failure, so why should I have to pay to have it repaired correctly?
Regards,
*** ***
Regarding your letter dated August 9, 2016. Ms*** purchased three optional products on the day she purchased her vehicle. - Extended Service Contract- GAP Insurance- Vehicle Security System The Extended Service Contract is to essentially extend the mechanical breakdown coverage on the car from the basic manufacturer’s warranty. The new Ford warranty is for months or 36,miles whichever occurs first. This extends the coverage to months or 72,miles. This is underwritten by Fidelity and is good throughout the United States. We would be happy to provide more details upon request. The GAP insurance is to protect customer in the event that their vehicle is stolen or totaled and not recovered during an accident. GAP insurance pays the difference between the cars value and the amount owed on the vehicle in these types of incidents. For example; some time goes by say two years…If the loan balance is $13,dollars and the Insurance company deems the value of the car to only be $9,then the difference is paid by the GAP insurance policy. Both the Extended Service Contract and the GAP insurance are cancellable items and Ms*** can cancel them at any time. She would be refunded a pro-rated amount on the policies. Any refund would be forwarded to the lienholder who is financing the car. The Vehicle Security system is obviously an alarm to protect the vehicle from theft. Alarms are not refundable or cancellable after purchase. Please feel free to contact me with any questions ***. Sincerely, *** ***General Sales ManagerKearny Pearson Ford & Kia*** x.*** cell
We have had contact with this customer and came to a mutual agreement after he filed the complaint and before we received notice.The customer did knowingly purchase and take delivery of an All Wheel Drive Sorento without Navigation.However in the interest of customer service and in agreement with...
Mr. [redacted] we have agreed to refundhim a cash amount more than his first payment. Please feel free to contact me at any time [redacted] cell… [redacted]General Sales ManagerKearny Pearson Ford & Kia858.560.5544 x.[redacted] cell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
You did not address the issue of selling the FORD FOCUS 2015 in the future. What would I say to people that are interested in buying my car that has orange spots, rust, environmental pollution, as you call it? If there is absolutely no problem with the paint, then will you take it as a TRADE IN ASAP?
Regards,
[redacted]
Mrs. [redacted],On 10/17/14 Mr. [redacted] came into Kearny Pearson Ford and paid for a repair to be performed on his modified Mustang. It has an aftermarket super-charger that has lines running places that it should not. This resulted in an aftermarket cooler line rubbing through a factory air...
conditioning line. This was made very clear to Mr. [redacted] when he came in then, and we noted the cause on the paperwork. When he returned this year, the same concern was present. The warranty does not cover physical damage to any component, as that would not be a failure of the part- it would bedamage to the part. We explained this during both visits and apologized as we have no way to submit a broken part back to Ford Motor Company and label it as “defective”. Thank you, [redacted] (office)[redacted] (fax)Email Me [redacted].Visit our websites [redacted]: [redacted] and [redacted] .
RE: Complaint by customer [redacted] Dear [redacted]; Mr. [redacted] leased a new vehicle recently from our dealership. Unfortunately the car had an electrical issue that had to be diagnosed. This car has been fully repaired under manufacturer’s warranty and is operating as it...
should. This dealership cannot exchange new vehicles when cars have issues covered under the manufacturer’s warranty. . The customer was provided a loaner vehicle while the car was being diagnosed. We apologize for the inconvenience that this down time has caused. Sincerely, [redacted]General Sales ManagerKearny Pearson Kia[redacted] x.[redacted]
Good Morning, This will follow up on my conversation yesterday with a Revdex.com representative regarding the matter referenced above and in conclusion we have resolved the matter with the complainant to her fullest satisfaction by making a 100% refund of the purchase price. I personally spoke...
with Ms. [redacted] yesterday. Our organization takes tremendous amount of pride in delivering excellence and matters like this are responded to and resolved immediately. Thank You,[redacted]Finance DirectorKearny Pearson Ford and Kia
On 7/1/2016 I received correspondence regarding [redacted] and reached out by telephone at 5:30pm PST. I left her a detailed message that explained what the airborne pollutant referred to as “industrial fallout”, is- and that we would be happy to take care of the concern for her as it...
only effects the surface of the paint. At approx. 5:40pm PST she returned the call to my direct line at [redacted]. We spoke for approx. 15-20 min and I explained several times that we would be happy to resolve the concern with her paint for no charge and offered a very detailed explanation as to what is occurring on her car. She contests that she wants something in writing stating that this concern will “not happen again”. Since this concern is an atmospheric pollutant- that statement would be false and we can not state that. I explained all of these facts to her in different ways in an attempt to make sure that she had a clear understanding. At the end of our conversation she said “I just want my money back for the car”. I explained that this was not an option at this time based upon her concern through the dealership, but if she feels strongly that this is a defect in workmanship, that she can refer further inquiry to Ford Motor Company’s Customer Relationship Center. She has a pending case there with a request for buyback at this time for her concerns with the fallout on the surface of the paint (Case#: [redacted]). She thanked me and the dealership for our time and effort, but does not want the car anymore and just wants her money back. We ended the phone call pleasantly. This concern, like sap or bird droppings or any other surface pollutant to the paint, can be removed and Kearny Pearson Ford has offered to remove this from the surface of the paint for no charge to make sure she is happy. This vehicle was purchase midyear 2015.
Hi [redacted], 1-7-2016 The customer brought car in to have us estimate some scratches. My estimator told the customer that the scratches were all the way through the paint and the pin-striping which would require those panels to be re-painted and re-pinstriped. She offered to buff the scratches...
to make them look better for no charge and if the customer still wanted to paint the panels after the buffing was done she could do so. This is a common practice here at our shop that we do as a courtesy for our customers. Many times customers come in for minor damage estimates, but after we clean and buff the damaged area for free they opt to just live with the remaining small damages that are left. Ms. [redacted] was ok with the free buffing at the time we did it but returned the next day to demand we paint those panels for her for free because in her opinion we should have buffed the scratches completely off. I explained to her we did that for her as a courtesy with both her and us knowing it would not be perfect and that I would not paint her damaged panels. I offered, again for free, to have my pin-striper re-stripe the one panel that had the scratch right through the pin-striping since we always have leftover striping laying around. She said she would think about it and let us know. That was the last we heard from her. I do not feel that we owe the customer anything more. We made her car look better than it was for free. It is not reasonable that just because it wasn’t as good as she expected that we should do even more for her for free. Respectfully, [redacted]Collision Center Manager[redacted] fax[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.It has become obvious that Kearny Pearson Ford (KPF) is not willing to accept responsibility for an insufficient repair on their partWe all were, and still are, aware that the supercharger caused the failure in the first placeMy complaint is that the sleeve the repair technician put on to separate the ac and supercharger lines, so they would not rub, fell offWhy is this my fault? I expected that the repair would be done correctlyI had the repair done successfully at [redacted] , who also knew the supercharger was installed and didn’t expect me to make the problem go awayI also noticed some hostility in KPF’s last responseI probably would have done the same thing if I knew I was wrong and didn’t want to accept responsibility to save faceI have been very satisfied with my relationship with KPF until this happenedIf they don’t want to take responsibility for their failure, I will no longer do business with themI will also suggest that my friends and family do likewiseCutting off your nose to spite your face doesn’t appear to have worked for themI would go to small claims court, but I’m sure they would bring on their legal team, and squash the little guyI guess my only option is to give up since KPF is not willing to do the right thing Regards, [redacted]
Mrs***,On 10/17/Mr [redacted] came into Kearny Pearson Ford and paid for a repair to be performed on his modified MustangIt has an aftermarket super-charger that has lines running places that it should notThis resulted in an aftermarket cooler line rubbing through a factory air conditioning line This was made very clear to Mr [redacted] when he came in then, and we noted the cause on the paperworkWhen he returned this year, the same concern was presentThe warranty does not cover physical damage to any component, as that would not be a failure of the part- it would bedamage to the partWe explained this during both visits and apologized as we have no way to submit a broken part back to Ford Motor Company and label it as “defective” Thank you, [redacted] (office) [redacted] (fax)Email Me ***.Visit our websites ***: [redacted] *** and [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below You did not address the issue of selling the FORD FOCUS in the futureWhat would I say to people that are interested in buying my car that has orange spots, rust, environmental pollution, as you call it? If there is absolutely no problem with the paint, then will you take it as a TRADE IN ASAP? Regards, [redacted]
We have had contact with this customer and came to a mutual agreement after he filed the complaint and before we received notice.The customer did knowingly purchase and take delivery of an All Wheel Drive Sorento without Navigation.However in the interest of customer service and in agreement with Mr [redacted] we have agreed to refundhim a cash amount more than his first paymentPlease feel free to contact me at any time [redacted] cell [redacted] General Sales ManagerKearny Pearson Ford & Kia x[redacted] cell
I have already reached out to the customer to let her know.I wanted to let you know that we have refunded the customer on case [redacted] for the full amount that she paid
Upon reviewing this case, it appears that besides the phone call that Ms [redacted] made approxweek after her tire replacement, there is no record of us ever attempting to resolve a vibration concern with her vehicleHer tires were actually replaced March 10th, 2017, and the next time we saw her was September 5th, During the latest visit, she did not mention a vibration concern, she asked simply for the oil change service and an alignmentAgain, there was no mention or diagnosis of a vibration to be inspectedWe are happy to inspect the vehicle for the vibration concern, at no charge to the customer to find out what the cause isThe alignment and the eccentric washer/bolt that is needed has nothing to do with a vibration- only with the fact that without it, the alignment will not be straight and the tires could wear prematurelyThis is not something that can be seen by the eye, which is why it was not mentioned on the original repair order, an alignment must be performed in order to identify thisWe hope to hear from Ms [redacted] in order to inspect her vehicle to find out where the vibration is coming from, and again, are happy to inspect the vehicle at no charge to herThank you, [redacted] ***Fixed Operations DirectorKearny Pearson Ford KIA [redacted] 858-715-(O)858-576-(F)
Mrs***,Like we sent over in the original response, the customer was made aware of and we “blamed” the AFTERMARKET supercharger when he first brought the vehicle in for repair a year agoHe was made aware of this then, he obviously did not make a change to the system causing the failure, and as a result, the system failed again. Mr*** was made aware of the problem with his vehicle a year ago, and had ample time to repair the root cause of the problem (which was explained to him a year ago). The warranty covers failure of a component due to material defect, this was not the caseThe customer is requesting that we pay for something that had nothing to do with the part or the workmanship at Kearny Pearson Ford, and we are declining this request.Thank you,*** *** *** (office)*** (fax)Email Me ***.Visit our websites ***: *** *** *** and *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaintFor your reference, details of the offer I reviewed appear belowI HAVE QUOTED ***’S EXACT WORDS (GENERAL MANAGER FOR KEARNY PEARSON FORD) ON HIS RESPONSE TO MY COMPLAINT***: “A good detail will resolve this issueAny buyer can be explained the pre-mentioned.”(REFERRING TO THE RUST/CORROSION ON PAINT).You used the word ‘RESOLVE” in your response***, I spoke to you and your paint specialist personally and you both informed me that it will come backSooner or later.So your response is neither ACCURATE nor consistent with your statement given in the month of JuneANY paint specialist can confirm my statement in saying that this treatment is not permanently taking away the RUST/CORROSION from the paint. ***: “Any buyer…(will understand the RUST/CORROSION on MY CAR) *** you are stating that any buyer would purchase MY CAR after informing them about the RUST/CORROSION on the paint, and the need to CLAY IT every months or soAnd you assume that ANY BUYER would comprehend that the car also needs to go through the CLAY process, which is an ALL DAY treatment, that does not take it away completely, that it will come back whether you have it covered or not4-months and it comes back If this is the case, you should of INFORMED ME, THE BUYER, about the ENVIRONMENTAL DEBRIS at your location when BUYING A BRAND NEW CAR, I would of NEVER considered buying a car from KEARNY PEARSON FORDPOINT 2:***: “Trade in on a Wholesale basis for the value of that car.” Did I buy my car on a WHOLESALE basis….no! Furthermore, I waited several days to acquire MY CAR because the sales associate needed to find the PERFECT CAR for MESo this particular car was HAND PICKED for me, why? There were MANY Focus on the lot, why did PEARSON FORD look for THAT PARTICULAR CAR?????MAKES ME ASSUME THAT KEARNY PEARSON FORD ALREADY KNEW IT HAD PAINT ISSUES AND NEVER ASSUMED I WOULD FIND OUT DUE TO MY AGE AND BEING A WOMAN.***: “We will NOT COMPLETELY REFUND the PURCHASE OF THE VEHICLE as all sales are final”Your statement is too vague and weak to be taken seriouslyI strongly believe I should receive WHAT I EXPECTED TO ACQUIRE IN EXCHANGE FOR MY MONEY……A BRAND NEW CAR, O MILES, NO PAINT ISSUES. ***, if you are talking about a few hundred dollars difference, I am willing to listen to your proposalMY FINANCIAL SITUATION DOES NOT ALLOW ME TO PURCHASE ANOTHER CAREVERYTHING THAT I had went to the PURCHASE OF THE FORD FOCUS I turned in my old car that was still drivable and in good condition as wellI have nothing leftPlease reconsider your offer or assist me in being part of FORD MOTOR COMPANY’s buy back program
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
KEARNY PEARSON FORDI bought a Ford Focus car at your dealership on November 31, The car was brand new, milesIn addition, I bought highly priced packages that KEARNY PEARSON FORD insisted in acquiring, to make my experience more enjoyableJUNE 4th of 2016, I reported orange spots all over my car to the general manager at PEARSON FORDThe results were that they are in an industrial area and debris falls from the skyHe proceeded in saying they could clean it, but it will come backMy job was to clay it every months! I then contacted FORD MOTOR COMPANY and I was placed on the buy back programThat is all I have heard from themThey never returned my calls.JULY 1st, I spoke to the services manager at PEARSON FORD, and he indicated that the orange spots are industrial fallout, and that basically it was not their faultHe stated to wait for *** from FORD MOTOR COMPANY to contact me in regards to the BUY BACK PROGRAMHe misled me because *** never called, me, and instead he placed a message on the Revdex.com website, and a few days later my case was closed because the Revdex.com was expecting me to get on to the Revdex.com websiteHe also added that the car needs to be covered at all times or the spots will come back even sooner.FUTURE CONCERNS: I am appalled in regards how this case has been dealt withI bought I brand new car, and I expected a problem free car, considering that I am years old and cannot have a car that I need to clay every monthsI do not have a car port to maintain my car covered at all timesI am a mental health case manager and most of the day I spend at work, and I cannot maintain my car covered.I am requesting a refund of my money, so I can acquire another car that will take me basically to and from my workI AM YEARS OLD AND THIS IS CAUSING MANY HEALTH PROBLEMS, PLEASE LOOK INTO THIS!!
Regards,
*** ***
Ms***: I have read the complaint, but the complaint does not match what the customer paid, or what the customer was quotedThe customer paid $for the removal of broken spark plug, replacement of coil (unrelated) AND reprogramming the computer in the vehicle and road testing the
vehicle following the repairsThere was a part on the line (again, unrelated), which was the coil, and it was $+ tax. I am not sure where the miscommunication was, and if it was our fault- we certainly apologizeThe end result, however, was not the same as the misunderstandingIt was far less, and is very reasonable for this concernAll of this is clearly stated on line “G” of repair order *** which was presented to and signed by the customer upon pick-up. I am not sure if Mrs*** has read through the paperwork or not, or was under the misunderstanding that she ended up paying more than she actually didBut, if there is a question, I am happy to reach out to explain. Please let me know, and I have attached a copy of the paperwork for your review. Thank you, *** *** *** (office)*** (fax)Email Me ***.Visit our websites here: Kearny Pearson Ford and Kearny Pearson Kia
1. As stated earlier, Paint Fallout is common in major metropolitan cities including San Diego. A good detail will resolve this issue. Any buyer can be explained the pre-mentioned.2. Yes we will take your car in trade. As with any trade the value would be assessed on a wholesale basis for the value of that car. We will not completely refund the purchase of the vehicle as all sales are final. *** ***General Sales ManagerKearny Pearson Ford & Kia*** x.*** cell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My complaint is regarding the fact that the "repair" was done incorrectly the first timeI realize that the supercharger line caused the problem the first time, but I would have expected that it would have been repaired correctly, and that I should not have to pay to have the same thing repaired a second timeI also realize that the part was not defective, but the labor wasThe improper "repair" caused the part to failIt was the negligence of the repair technician that caused the failure, so why should I have to pay to have it repaired correctly?
Regards,
*** ***
Regarding your letter dated August 9, 2016. Ms*** purchased three optional products on the day she purchased her vehicle. - Extended Service Contract- GAP Insurance- Vehicle Security System The Extended Service Contract is to essentially extend the mechanical breakdown coverage on the car from the basic manufacturer’s warranty. The new Ford warranty is for months or 36,miles whichever occurs first. This extends the coverage to months or 72,miles. This is underwritten by Fidelity and is good throughout the United States. We would be happy to provide more details upon request. The GAP insurance is to protect customer in the event that their vehicle is stolen or totaled and not recovered during an accident. GAP insurance pays the difference between the cars value and the amount owed on the vehicle in these types of incidents. For example; some time goes by say two years…If the loan balance is $13,dollars and the Insurance company deems the value of the car to only be $9,then the difference is paid by the GAP insurance policy. Both the Extended Service Contract and the GAP insurance are cancellable items and Ms*** can cancel them at any time. She would be refunded a pro-rated amount on the policies. Any refund would be forwarded to the lienholder who is financing the car. The Vehicle Security system is obviously an alarm to protect the vehicle from theft. Alarms are not refundable or cancellable after purchase. Please feel free to contact me with any questions ***. Sincerely, *** ***General Sales ManagerKearny Pearson Ford & Kia*** x.*** cell
We have had contact with this customer and came to a mutual agreement after he filed the complaint and before we received notice.The customer did knowingly purchase and take delivery of an All Wheel Drive Sorento without Navigation.However in the interest of customer service and in agreement with...
Mr. [redacted] we have agreed to refundhim a cash amount more than his first payment. Please feel free to contact me at any time [redacted] cell… [redacted]General Sales ManagerKearny Pearson Ford & Kia858.560.5544 x.[redacted] cell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
You did not address the issue of selling the FORD FOCUS 2015 in the future. What would I say to people that are interested in buying my car that has orange spots, rust, environmental pollution, as you call it? If there is absolutely no problem with the paint, then will you take it as a TRADE IN ASAP?
Regards,
[redacted]
Mrs. [redacted],On 10/17/14 Mr. [redacted] came into Kearny Pearson Ford and paid for a repair to be performed on his modified Mustang. It has an aftermarket super-charger that has lines running places that it should not. This resulted in an aftermarket cooler line rubbing through a factory air...
conditioning line. This was made very clear to Mr. [redacted] when he came in then, and we noted the cause on the paperwork. When he returned this year, the same concern was present. The warranty does not cover physical damage to any component, as that would not be a failure of the part- it would bedamage to the part. We explained this during both visits and apologized as we have no way to submit a broken part back to Ford Motor Company and label it as “defective”. Thank you, [redacted] (office)[redacted] (fax)Email Me [redacted].Visit our websites [redacted]: [redacted] and [redacted] .
RE: Complaint by customer [redacted] Dear [redacted]; Mr. [redacted] leased a new vehicle recently from our dealership. Unfortunately the car had an electrical issue that had to be diagnosed. This car has been fully repaired under manufacturer’s warranty and is operating as it...
should. This dealership cannot exchange new vehicles when cars have issues covered under the manufacturer’s warranty. . The customer was provided a loaner vehicle while the car was being diagnosed. We apologize for the inconvenience that this down time has caused. Sincerely, [redacted]General Sales ManagerKearny Pearson Kia[redacted] x.[redacted]
Good Morning, This will follow up on my conversation yesterday with a Revdex.com representative regarding the matter referenced above and in conclusion we have resolved the matter with the complainant to her fullest satisfaction by making a 100% refund of the purchase price. I personally spoke...
with Ms. [redacted] yesterday. Our organization takes tremendous amount of pride in delivering excellence and matters like this are responded to and resolved immediately. Thank You,[redacted]Finance DirectorKearny Pearson Ford and Kia
On 7/1/2016 I received correspondence regarding [redacted] and reached out by telephone at 5:30pm PST. I left her a detailed message that explained what the airborne pollutant referred to as “industrial fallout”, is- and that we would be happy to take care of the concern for her as it...
only effects the surface of the paint. At approx. 5:40pm PST she returned the call to my direct line at [redacted]. We spoke for approx. 15-20 min and I explained several times that we would be happy to resolve the concern with her paint for no charge and offered a very detailed explanation as to what is occurring on her car. She contests that she wants something in writing stating that this concern will “not happen again”. Since this concern is an atmospheric pollutant- that statement would be false and we can not state that. I explained all of these facts to her in different ways in an attempt to make sure that she had a clear understanding. At the end of our conversation she said “I just want my money back for the car”. I explained that this was not an option at this time based upon her concern through the dealership, but if she feels strongly that this is a defect in workmanship, that she can refer further inquiry to Ford Motor Company’s Customer Relationship Center. She has a pending case there with a request for buyback at this time for her concerns with the fallout on the surface of the paint (Case#: [redacted]). She thanked me and the dealership for our time and effort, but does not want the car anymore and just wants her money back. We ended the phone call pleasantly. This concern, like sap or bird droppings or any other surface pollutant to the paint, can be removed and Kearny Pearson Ford has offered to remove this from the surface of the paint for no charge to make sure she is happy. This vehicle was purchase midyear 2015.
Hi [redacted], 1-7-2016 The customer brought car in to have us estimate some scratches. My estimator told the customer that the scratches were all the way through the paint and the pin-striping which would require those panels to be re-painted and re-pinstriped. She offered to buff the scratches...
to make them look better for no charge and if the customer still wanted to paint the panels after the buffing was done she could do so. This is a common practice here at our shop that we do as a courtesy for our customers. Many times customers come in for minor damage estimates, but after we clean and buff the damaged area for free they opt to just live with the remaining small damages that are left. Ms. [redacted] was ok with the free buffing at the time we did it but returned the next day to demand we paint those panels for her for free because in her opinion we should have buffed the scratches completely off. I explained to her we did that for her as a courtesy with both her and us knowing it would not be perfect and that I would not paint her damaged panels. I offered, again for free, to have my pin-striper re-stripe the one panel that had the scratch right through the pin-striping since we always have leftover striping laying around. She said she would think about it and let us know. That was the last we heard from her. I do not feel that we owe the customer anything more. We made her car look better than it was for free. It is not reasonable that just because it wasn’t as good as she expected that we should do even more for her for free. Respectfully, [redacted]Collision Center Manager[redacted] fax[redacted]