Washington Ford

Please see that attached Email communication, time stamped about hours after the complain was filed, from [redacted] Bank that shows the resolution to this complaint (note that Washington Ford did not received the Revdex.com communication until am the following day) I believe that the complaint was filed before the bank and Mr [redacted] were able to establish communication It should be noted that our contract with the bank requires us to collect sales tax for the state/county that the vehicle will be registered in to ensure that the bank receives the encumbered title As stated in the Email, Washington Ford will send a check to [redacted] Bank once we receive the check that was issued to Mr [redacted] and the registering authority in the state of [redacted] from Washington Ford to cover the ** sales tax and fees.Regards, [redacted] ***General Manager

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 For your reference, details of the offer I reviewed appear below Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Dear BBB of Western Pennsylvania, I have received Complaint ID [redacted] . Please see the enclosed electronic communications between the consumer and myself that took place earlier today. These communications show that the issue has been resolved. Thank you for continuing to provide assistance... to both the consumer and business in reaching a resolution outside of the legal system. The BBB has been doing so for us since 1983 and we will continue to work with your company for years to come. Please let me know if there is anything else that is needed to close this complaint. Thank you! Regards, [redacted] General Manager Washington Ford

Ms***,Thank you for taking the time to write the Revdex.com regarding your most recent experience with Washington Ford. To give you some background on lease buy outs, only Ford Dealers or the lessee can buy a Ford Red Carpet Lease out. Upon *** request, we agreed to provide the
buyout amount and process the buyout on *** behalf as a courtesy. *** subsequently sent the check to Ford even though they weren't buying the vehicle from Ford (Washington Ford is the buyer). Courtesy lease buy outs are fairly common, but this is the first time that we can recall the check being written/sent to the wrong party. We believe that this happened because *** processed the transaction on your Jeep before checking with Ford/Washington Ford on the proper payoff procedure (which is not an excuse, but it may explain why there was confusion). Once *** was made aware of that situation, he worked with *** to quickly receive the buyout check from them and then process the buyout with Ford. Again, this was done as a courtesy both to you and ***. Otherwise, you would have had to pay off/purchase the vehicle yourself and pay sales tax on that transaction. The payoff was done on 4/3/(the same day that the check was delivered to us by ***) and the buyout was processed by Ford on 4/6/(please see the attached supporting documentation). Your note to the Revdex.com was the first time that I was made aware of any miscommunication after 4/3/15, but I apologize if one occurred. You should know that we diligently work to return all phone calls in a timely manner. We thank you for your prior business and wish you many safe miles in your new Jeep.*** ***General ManagerWashington FordTell us why here

Since 30 days have passed since the complaint was filed by Mr. [redacted] and since my response was recorded (the same day), I have been asked to provide some information to the Revdex.com to close the case. Unfortunately, since the complaint was filed, Mr. [redacted] has chosen not to contact me (upon my...

request via voicemail message) regarding this matter.Washington Ford is an agent for title work only in **. We agreed, upon Mr. [redacted]’s request, to help him fulfill his wish to register his new vehicle in the state of **. In doing so, we used both industry resources for out-of-state titling as well as information provided by the customer. Unfortunately, because we are not ** titling agents, there was a miscalculation of the correct tax liability. Neither the (admittedly untrained) eyes of our staff or of Mr. [redacted] (a resident of **) identified the tax calculation as inaccurate, although there was adequate time for either party to correct the miscalculation if they had prior knowledge of the mistake. Negotiating for a similar vehicle at another dealership that has experience in calculating ** tax would likely make at least one of the parties aware of the tax and title requirements of [redacted] Both before and after the completion of the sale at Washington Ford, Mr. [redacted] willingly shared that he had visited other dealerships prior to agreeing to buy the vehicle from us.While we apologize for the inconvenience that this has caused the [redacted]’s, it is always the customer’s responsibility to follow the procedures set forth by the issuing state agency to register their vehicle (some states, such as **, require a safety and/or emissions inspection that the customer would have to pay out of their pocket after an out-of-state sale).We would like to thank Mr. [redacted] for bringing this matter to attention of the Revdex.com and Washington Ford. We will work internally and with the ** state trade organization to explore what type of information we can provide our out-of-state customers with prior to their purchase. We would also like to wish Mr. [redacted] many safe miles in his new F-150.

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.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Dear Revdex.com of Western Pennsylvania,
I have received Complaint ID [redacted]. Please see the enclosed electronic communications between the consumer and myself that took place earlier today. These communications show that the issue has been resolved.
Thank you for continuing to provide assistance...

to both the consumer and business in reaching a resolution outside of the legal system. The Revdex.com has been doing so for us since 1983 and we will continue to work with your company for years to come.
Please let me know if there is anything else that is needed to close this complaint. Thank you!
Regards,
[redacted] General Manager Washington Ford

Thank you to the Revdex.com for reaching out to us regarding this matter.  Mike B[redacted] Parts & Service Director, had already left a message for Mr. [redacted] immediately after we received a bad review regarding his four lug nuts from him on another site but before we received this Revdex.com complaint....

 Because Mike did not hear back from Mr. [redacted], he called again after receiving this complaint.  Although Mr. [redacted] made it clear in in complaint comments that he was not looking for a resolution and did not wish to do business with Washington Ford in the future, Mike was able to speak with Mr. [redacted] to better address his concerns and explain the situation with the lug nuts.  Mike was also able to offer some goodwill towards future service.  Mr. [redacted] seemed receptive to the offer and we expect to see him back to the dealership in the future.   -- Dan W[redacted] | General Manager | Washington Ford

Please see that attached Email communication, time stamped about 1.5 hours after the complain was filed, from [redacted] Bank that shows the resolution to this complaint (note that Washington Ford did not received the Revdex.com communication until 8 am the following day).  I...

believe that the complaint was filed before the bank and Mr. [redacted] were able to establish communication.  It should be noted that our contract with the bank requires us to collect sales tax for the state/county that the vehicle will be registered in to ensure that the bank receives the encumbered title.  As stated in the Email, Washington Ford will send a check to [redacted] Bank once we receive the check that was issued to Mr. [redacted] and the registering authority in the state of [redacted] from Washington Ford to cover the ** sales tax and fees.Regards,[redacted]General Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory at this time, to me, pending my bank receiving a check from Washington Ford.  I have mailed the original check back to Washington Ford today April 30th, 2015. Tracking number [redacted]0978 I have attached a copy of the check and mail receipt. The dealership, Washington Ford, will then re-issue a check back to [redacted] Bank to credit my account for the amount of sales tax of $2,584.46. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: I took my 2013 Ford Escape in for inspection and oil change. I got a phone call from then that 4 of my lug nuts were "messed up", and that it would be $37. I said, well who messed them up? The guy said this can happen over time, but they just did a tire rotation for me 8,000 miles before and were the last ones to put the wheels back on. What he didn't know is that I have worked for [redacted] and a Dodge dealer in the past and know this is not true. The chrome caps on these style of lug nuts can get misshapen if over torqued, or the wrong size tool is used. They still refused to pay for the damage they did and I left and will never go back. This is not right they make customers pay for damage they do.Desired Settlement: All I want is for Washington Ford to no longer have an A+ rating through you, they do not deserve it

Business

Response:

Thank you to the Revdex.com for reaching out to us regarding this matter. Mike B[redacted] Parts & Service Director, had already left a message for Mr. [redacted] immediately after we received a bad review regarding his four lug nuts from him on another site but before we received this Revdex.com complaint. Because Mike did not hear back from Mr. [redacted], he called again after receiving this complaint. Although Mr. [redacted] made it clear in in complaint comments that he was not looking for a resolution and did not wish to do business with Washington Ford in the future, Mike was able to speak with Mr. [redacted] to better address his concerns and explain the situation with the lug nuts. Mike was also able to offer some goodwill towards future service. Mr. [redacted] seemed receptive to the offer and we expect to see him back to the dealership in the future. -- Dan W[redacted] | General Manager | Washington Ford

Review: I have several issues with Washington Ford and the way I have been handled by management as well as the defective nature of the car I was leasing. It started with my door panel falling off my door 3 times before it was totally fixed.. I had to raise all cain to get this resolved and a rental car.. That was then handled. Then on March 14th I called him to get the dealer buyout, explaining that I was at a jeep dealer trading in my lease. They gave me the payoff with no direction on this, they themselves were confused that [redacted] told me to call them. They gave me a payoff of $21,788.48. I gave that number to the [redacted] dealership. I signed my papers with [redacted] and was on my way. It now came up that my payoff check should have been sent to Washington Ford directly. I called them directly on 4/2 and spoke with the manager [redacted], when I was clearly upset about having to be financially responsible still for a vehicle that is no longer mine and that I wasn't given direction on March 14th. He then told me with an attitude that if I think they are against me he will not help me. He made me feel be little. He then told me it's not his fault they sent the check to the wrong place. After I called the other dealership they have tried to reach out to Washington Ford with no return calls... I then called Washington Ford back and they told me they would give the information to the correct party, but no idea when that person would call. Meanwhile if this payoff is not received by Washington Ford tomorrow I will be financially responsible for another payment. I feel that [redacted] the representative I spoke with on March 14th should have been clear with me on the process and in all should be more helpful with me resolving this. Not just putting blame on the other dealership.Desired Settlement: I would like Washington Ford to resolve this with the other dealership and take away any additional financially responsibility from myself.

Business

Response:

Ms. [redacted],Thank you for taking the time to write the Revdex.com regarding your most recent experience with Washington Ford. To give you some background on lease buy outs, only Ford Dealers or the lessee can buy a Ford Red Carpet Lease out. Upon [redacted] request, we agreed to provide the buyout amount and process the buyout on [redacted] behalf as a courtesy. [redacted] subsequently sent the check to Ford even though they weren't buying the vehicle from Ford (Washington Ford is the buyer). Courtesy lease buy outs are fairly common, but this is the first time that we can recall the check being written/sent to the wrong party. We believe that this happened because [redacted] processed the transaction on your Jeep before checking with Ford/Washington Ford on the proper payoff procedure (which is not an excuse, but it may explain why there was confusion). Once [redacted] was made aware of that situation, he worked with [redacted] to quickly receive the buyout check from them and then process the buyout with Ford. Again, this was done as a courtesy both to you and [redacted]. Otherwise, you would have had to pay off/purchase the vehicle yourself and pay sales tax on that transaction. The payoff was done on 4/3/15 (the same day that the check was delivered to us by [redacted]) and the buyout was processed by Ford on 4/6/15 (please see the attached supporting documentation). Your note to the Revdex.com was the first time that I was made aware of any miscommunication after 4/3/15, but I apologize if one occurred. You should know that we diligently work to return all phone calls in a timely manner. We thank you for your prior business and wish you many safe miles in your new Jeep.[redacted]General ManagerWashington FordTell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: On November 12, 2014 I purchased a new 2014 Ford F-150 King Ranch from Washington Ford. The signed contract for the truck totaled $49,480.91. That total included $2,858.11 that the dealership calculated for [redacted] taxes when I registered my new vehicle. A 30 day temporary [redacted] registration was issued on the date of purchase. On November 18, 2014 my wife went to the [redacted] motor vehicle department to register my new truck. I presently work in the State of [redacted], but keep my residence/home in [redacted]. Upon meeting with a representative of the ** DMV my wife was told that the Washington Ford dealership neglected to include the incentives/rebates totaling $5,250.00 in the tax calculation. That oversight/mistake by Washington Ford subsequently cost me an additional $666.92 in added costs to register my new purchase. ** DMV also told my wife that what Washington Ford did was "Illegal" and that they owed that money to me. To make a long story short I made several inquiries/complaints with Washington Ford to no avail. I even submitted an online survey to Washington Ford explaining my displeasure in this matter. Washington Ford never responded to my online complaint. During my last communication with the dealership I spoke with the sales manager who identified himself as [redacted]. [redacted]'s explanation of the situation was "I would have had to pay the money either way". Not what I wanted to hear. My response to [redacted] was that I guess I'm fortunate that I had the finances to cover Washington Ford's mistake. I made a follow up call/complaint to Ford's corporate office approximately 2 weeks ago. My complaint was handled in a profession manner. Ford's corporate told me that my complaint would be forwarded to Washington Ford for review, however they had no standing on the outcome of my complaint. As of this date 2/9/2015 I have had no further contacts with Washington Ford, nor have they tried to contact me. I hope that Revdex.com can assist me in this matter.Desired Settlement: Refund of $666.92

Business

Response:

Since 30 days have passed since the complaint was filed by Mr. [redacted] and since my response was recorded (the same day), I have been asked to provide some information to the Revdex.com to close the case. Unfortunately, since the complaint was filed, Mr. [redacted] has chosen not to contact me (upon my request via voicemail message) regarding this matter.Washington Ford is an agent for title work only in **. We agreed, upon Mr. [redacted]’s request, to help him fulfill his wish to register his new vehicle in the state of **. In doing so, we used both industry resources for out-of-state titling as well as information provided by the customer. Unfortunately, because we are not ** titling agents, there was a miscalculation of the correct tax liability. Neither the (admittedly untrained) eyes of our staff or of Mr. [redacted] (a resident of **) identified the tax calculation as inaccurate, although there was adequate time for either party to correct the miscalculation if they had prior knowledge of the mistake. Negotiating for a similar vehicle at another dealership that has experience in calculating ** tax would likely make at least one of the parties aware of the tax and title requirements of [redacted] Both before and after the completion of the sale at Washington Ford, Mr. [redacted] willingly shared that he had visited other dealerships prior to agreeing to buy the vehicle from us.While we apologize for the inconvenience that this has caused the [redacted]’s, it is always the customer’s responsibility to follow the procedures set forth by the issuing state agency to register their vehicle (some states, such as **, require a safety and/or emissions inspection that the customer would have to pay out of their pocket after an out-of-state sale).We would like to thank Mr. [redacted] for bringing this matter to attention of the Revdex.com and Washington Ford. We will work internally and with the ** state trade organization to explore what type of information we can provide our out-of-state customers with prior to their purchase. We would also like to wish Mr. [redacted] many safe miles in his new F-150.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

Regards,

Review: When I decided not to purchase a 2010 Ford Fusion SEL from this dealership, they refused to reimburse my $200.00 deposit they insisted I pay in order to hold vehicle while obtaining a bank loan. The sales order specifically stated, "This order is not binding upon either the dealer or the purchaser until signed by an authorized dealer representative. You, the buyer, may cancel this order and receive a full refund any time before receipt of a copy of this order signed by an authorized dealer representative by giving written notice of cancellation to dealer." Please note that I did provide written notice of cancellation to dealer before loan papers were signed. The copy of the order I was given, which was provided to the bank, was not signed by a dealer representative or me, the purchaser. It must be noted also that a box in the lower left hand corner of the order was not completed which states, "If you cancel this order or refuse to take delivery of the vehicle except as permitted by law, you shall at our option forfeit as damages $___________."Desired Settlement: Full refund of $200.00 deposit immediately

Business

Response:

Dear Revdex.com of Western Pennsylvania,

I have received Complaint ID [redacted]. Please see the enclosed electronic communications between the consumer and myself that took place earlier today. These communications show that the issue has been resolved.

Thank you for continuing to provide assistance to both the consumer and business in reaching a resolution outside of the legal system. The Revdex.com has been doing so for us since 1983 and we will continue to work with your company for years to come.

Please let me know if there is anything else that is needed to close this complaint. Thank you!

Regards,

[redacted] General Manager Washington Ford

Review: I purchased a truck from Washington Ford with intentions of registering the truck as "Farmer" plates in my home state of [redacted]. In my state there is no collection of sales tax when registering as a "Farmer" plate truck. Washington Ford had figured sales tax for the state of [redacted] into my loan with the bank. Washington Ford told me I would receive a check from Washington Ford in my name for the amount of the sales tax to have it removed from my loan. I have not received a check addressed and made out to me after numerous phone calls to the Dealership.Desired Settlement: A check for the amount of the sales tax that was charged to my loan with an additional amount of interest that the bank has now charged me.

Business

Response:

Please see that attached Email communication, time stamped about 1.5 hours after the complain was filed, from [redacted] Bank that shows the resolution to this complaint (note that Washington Ford did not received the Revdex.com communication until 8 am the following day). I believe that the complaint was filed before the bank and Mr. [redacted] were able to establish communication. It should be noted that our contract with the bank requires us to collect sales tax for the state/county that the vehicle will be registered in to ensure that the bank receives the encumbered title. As stated in the Email, Washington Ford will send a check to [redacted] Bank once we receive the check that was issued to Mr. [redacted] and the registering authority in the state of [redacted] from Washington Ford to cover the ** sales tax and fees.Regards,[redacted]General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory at this time, to me, pending my bank receiving a check from Washington Ford. I have mailed the original check back to Washington Ford today April 30th, 2015. Tracking number [redacted]0978 I have attached a copy of the check and mail receipt. The dealership, Washington Ford, will then re-issue a check back to [redacted] Bank to credit my account for the amount of sales tax of $2,584.46.

Regards,