West Herr Ford of Rochester

We are sorry for the troubles that Mr [redacted] had with his vehicle We did reach out to him and invited him in to the dealership to discuss his concerns We installed a new seat belt receptacle Additionally, we offered him free future maintenance services to use at his convenience Mr [redacted] is satisfied with the resolution of his concerns

Customer satisfaction is of the up most importance to the West Herr Auto Group, as shown with years of winning the Revdex.com Torch AwardI have spoken to Mrs [redacted] on a number of occasions to go over the concerns with her pre-owned vehicle I have also spoken to Denise [redacted] (sales associate) and Kevin [redacted] (sales manager) about the vehicle in question After talking to our staff and looking at our customer log (CRM) I do not believe that any wrong doing occurred with the [redacted] ’s vehicle The vehicle that was checked out to them for the test drive and the one that was delivered to them was one in the same With that said, we would like to help our customers out in one of the following ways:We could trade out the vehicle that they currently have for a different one with the options they desire The only cost would be if the vehicle exchanged is more expensive than the one purchased They would be responsible for the difference plus sales tax.The other option is we will install a backup camera and a hitch on the vehicle currently owned at no cost to the consumers We hope that one of these options is acceptable to the [redacted] ’s Please have the [redacted] ’s contact me directly so we can expedite their resolution Sincerely, Geoff [redacted] General Manager West Herr Ford of Rochester

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] I've been waiting for two weeks for Geoff [redacted] to get back to me to install a back up cameraI would say the problem isn't solved yet Ralph [redacted]

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 I do have pictures and will have to print them for you ,I dont know how else to send them to you,they did send my money back that showed to me they felt guilty and it was there responsibility to ensure my car be safe a tree didnt fall on it which I understant but even my insurance company wants to make them pay for damages, I will print the pictures this week and mail them to you ,could u please send me the address where you would like them to go ,thank you very much I do appreciate all your help [redacted] Regards, [redacted]

We have contacted Mr [redacted] and offered to repair and refinish the damage to the hood of his Chevrolet Aveo He has accepted our offer and we are providing a loaner car for his convenience

April 21, 2015Greetings,This letter is in response to the Revdex.com letter dated April 16, 2015, ID#***, regardingMr*** *** and his Ford F-150.When the truck arrived it had a check engine light on, the truck was running very rough.We scan tested the truck there were two codes present
First was Pfuel pump drivermodule circuit stored in memoryUpon performing pinpoint tests, the driver module wasfound to be rusted and had a hole in it that had allowed moisture and water into thecomponent.The second code was Pstored in memory, catalytic convertor code.Mr*** was provided estimates for both items, he opted to replace the fuel pump drivermodule not the catalytic convertorWe performed the service as requested and made anote on the customer copy regarding the need for the catalytic convertor.Mr*** also asked us to look his truck over for needed repairs and serviceWe didprovide that service at no charge to him and advised him that his e-brake did not hold/releaseas it shouldHe was advised we would need to take the back brakes apart to repair them,possibly needing a cable if we were unable to free them upWe were never allowed to takethem fully apart at this visit, we priced a cable for the customer if it was neededIt was obvioushowever that right side cable was not moving, and needed further investigation.We noted on the customer copy that it needed work only, as we were unsure until apart.We provided Mr*** with a list of recommendations of items due at 90,miles asrequested, to include a new fuel filter, Fuel induction cleaning, spark plug replacement andan engine air filterMr*** authorized replacement ofthe filters and the fuel systemcleaning as wellWe did not replace the spark plugs as he advised us they were done already.Due to the recent acquisition of this dealership by West Herr, from Vision auto group, wehave limited access to some previous maintenance records.I was surprised in reading the complaint that another shop told Mr*** he did not needthe fuel pump driver Module, as it was already repairedHow they would know it did not needit, is unusual.West Herr Auto Group is a fair and equitable companyIf Mr*** had contacted me directlyregarding his concerns, I would have gladly reviewed this and made time to sit and discuss thesituationI would also say I am still willing to sit and review all of the paperwork, if wemisdiagnosed the car we will stand behind our customer and refund any monies owed,with an apologyIt is always our mission to satisfy every customer percentOur commitment to Mr.*** is exactly that, if given the opportunity.In closing I will say the truck was running ok when it left, and the ck engine light most likely did comeBack on as the catalytic convertor still needed replacement.I will enclose a copy of the customers invoice, showing all comments and recommendations that weremade and performed on this truck.If there is anything more needed from us or myself, please contact me at the number below.Respectfully,*** ***Service ManagerWest Herr Ford of Rochester###-###-####

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

We have reached out to Mr*** to apologize for the delay in getting his vehicle registered. The process is under way and should be resolved shortly. Additionally, because of the inconvenience Mr*** has experienced by not being able to drive his vehicle, we will make a goodwill
gesture on his behalf

Mr*** signed the document allowing us to run his credit. The only way to know if we can help him is to run a credit check. We apologize that if this was not what Mr*** wanted us to do. The General Manager, Dan D*** did reach out to Mr*** in an attempt to
resolve his concerns and to apologize for any confusion. He offered to give him a letter of next purchase for $to use when he is ready to purchase a vehicle. At that point, Mr*** did not accept our offer, but we still would like the opportunity to earn his business and assist him with the purchase of a vehicle in the future. Our offer of the letter for $still is available to him if he would like it

Ms*** brought her vehicle into West Herr for a stalling condition on March 8, We diagnosed the vehicle and presented an estimate of repairs for approximately $on March 9, Repairs were declined and the vehicle was left on our lot for daysAs stated on the repair order
(attached) that Ms*** signed when she dropped the vehicle off "West Herr is not responsible for loss or damage to vehicle or articles left in the vehicle in case of fire, theft, or any other cause beyond our control." West Herr did offer a discount to help with a Body Shop repair. The charge of $was the diagnostic fee, which, in the spirit of customer satisfaction we will refund to Ms***Sincerely, Annette *** Executive Assistant

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.  For your reference, details of the offer I reviewed appear below.
                       Is it unreasonable for a customer to walk in a business and expect to be treated honestly and fairly? An issue I failed to address earlier was the fact that I felt I was pressured by being hit with multiple, very expensive repair options, some real, some invented or exaggerated like the plug replacement and "broken and dangling" brake cable. I should've pulled the vehicle then and there but its a mistake that won't happen again and after reading the sugar coated reply ( I especially like the part about my truck running really rough when it was brought in ) , my resolve is firm on never returning to that business. I could've offered them years of customer loyalty but that's gone now due to what I see as looking to milk whatever they can out of a service call. Maybe West Herr should review its policy on how the service writers push unnecessary repairs on customers and this incident may never have happened.Regards,
[redacted]

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] 
I've been waiting for two weeks for Geoff [redacted] to get back to me to install a back up camera. I would say  the problem isn't solved yet.     Ralph [redacted]

Customer satisfaction is of the up most importance to the West Herr Auto Group, as shown with years of winning the Revdex.com Torch Award. I have spoken to Mrs. [redacted] on a number of occasions to go over the concerns with her pre-owned vehicle.  I have also spoken to Denise [redacted] (sales...

associate) and Kevin [redacted] (sales manager) about the vehicle in question.  After talking to our staff and looking at our customer log (CRM) I do not believe that any wrong doing occurred with the [redacted]’s vehicle.  The vehicle that was checked out to them for the test drive and the one that was delivered to them was one in the same.  With that said, we would like to help our customers out in one of the following ways:We could trade out the vehicle that they currently have for a different one with the options they desire.  The only cost would be if the vehicle exchanged is more expensive than the one purchased.  They would be responsible for the difference plus sales tax.The other option is we will install a backup camera and a hitch on the vehicle currently owned at no cost to the consumers.    We hope that one of these options is acceptable to the [redacted]’s.   Please have the [redacted]’s contact me directly so we can expedite their resolution.  Sincerely,  Geoff [redacted]General Manager West Herr Ford of Rochester

I contacted Mr. [redacted] immediately after receiving the letter, and advised him that we would like to have him back to take a second look at his truck. Mr. [redacted] agreed and returned on 4-19-16 to drop off his truck. We provided him with a complimentary rental car and looked at his two concerns...

immediately.We did find one of the new valve seals had failed and was leaking. We replaced the seal at no charge to Mr. [redacted].Also his check engine light had not been on in over a week, however we did look at that concern. A diagnostic was run, and there were no codes in memory or active. We again advised Mr. [redacted] that if at anytime the check engine light comes back on, we will drop everything and diagnose it for him free of charge. If it appears we misdiagnosed the car or repaired it incorrectly we will credit the entire amount we charged him toward the needed repair. Robert J. [redacted] Service Director   West Herr Ford of Rochester

We are sorry for the troubles that Mr. [redacted] had with his vehicle.  We did reach out to him and invited him in to the dealership to discuss his concerns.  We installed a new seat belt receptacle.  Additionally, we offered him 3 free future maintenance services to use at his...

convenience.  Mr. [redacted] is satisfied with the resolution of his concerns.

We have contacted Mr. [redacted] and offered to repair and refinish the damage to the hood of his Chevrolet Aveo.  He has accepted our offer and we are providing a loaner car for his convenience.

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.
I do have pictures and will have to print them for you ,I dont know how
else to send them to you,they did send my money back that showed to me
they felt guilty and it was there responsibility to ensure my car be
safe a tree didnt fall on it which I understant but even my insurance
company wants to  make them pay for damages, I will print the pictures
this week and mail them to you ,could u please send me the address where
you would like them to go ,thank you very much I do appreciate all your
help [redacted]
Regards,  [redacted]