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Westland Ford, Inc.

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Reviews Westland Ford, Inc.

Westland Ford, Inc. Reviews (5)

CUSTOMER PURCHASED VEHICLE 12/29/ON 01/05/RECEIVED EMAIL FROM CUSTOMER STATING MAY HAVE TROUBLE REGISTERING VEHICLE IN CALIFCUSTOMER DEMANDED A LITTANY OF MONETARY RE-IMBURSEMENTS THAT WE HAVE DOCUMENTED AND INDICATED HE WOULD REGISTER VEHICLE AT BROTHERS ADDRESS HERE IN UTAH "IF" WE CAME
TO HIS MONETARY REQUEST OF NEARLY $FOR VARIOUS EXPENDITURES ON HIS WAY BACK TO CALIFWE TOLD HIM THAT ALL WE COULD DO IS FIND A LIKE VEHICLE, AS WE DID, AND SWAP HIM OUT AS THERE WOULD BE NO MONETARY RE-IMBURSEMENT FOR ANYTHINGHE ALSO WOULD HAVE TO MEET US HALFWAY IN LAS VEGAS TO COMPLETE SWAPHE DECLINED THAT OFFERDIDN'T HEAR BACK FROM CUSTOMER UNTIL 01/27/BY THEN WE CASHED THE CONTRACT AS WE HAD NOT HEARD FROM HIM PUTTING THE "SWAP" OFFER TO RESTEMAIL RECEIVED FROM CUSTOMER 02/05/STATING HE HAD TRIED TO REGISTER VEHICLE BUT WEAS DECLINED02/08/SENT EMAIL TO CUSTOMER WITH A NEW OFFER TO""TRADE" HIM OUT OF VEHICLE INTO NEW VEHICLEEMAILED THE PROPOSAL TO HIM AND HAVE NOT HEARD BACK

Initial Business Response /* (1000, 5, 2014/07/25) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@westlandford.com
There was no discussion about 4wd, they saw the vehicle on an add, and came into purchase the vehicle form the addIn the original
purchase on 1/16/there was enough mark up in list price to "allow" $16,for trade allowance even though the "Acutual Cash Value" was $14,After they learned that the vehicle was a fwd model instead of 4wd, they contacted us to roll back the contract and give them back the tradeWe sipmly undo a contract for one consumer without allowing all consumers to unwind a car deal
After review of the original contract on 1/16/2014, we offered to recind the original deal to purchase another vehicle from our inventoryThey then purchased a Explorer 4wd on 1/18/That vehicle was sold at a price that did not have mark up to over allow the $in trade allowanceAs the "acutal cash value" was $14,400, Hence the "allowance" on the second car deal was $14,
Initial Consumer Rebuttal /* (3000, 7, 2014/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is a blatant lieThe sales man ** knew we wanted 4wdIt was the ONLY reason we were getting an explorerFirst we went to Tony Divino Toyota for our trade in because they're a better dealershipThey did not have used SUVs with 4wd, so we decided to drive down the rd to WestlandWe had not seen that car on an ad online, and we never told them that
This is a perfect example of how deceitful and unscrupulous this dealership isThe fact that they are insisting that we chose the model and didn't care about 4wd is the epitome of how this dealership is run
We told ** we were moving to va and needed 4wd to make the trip over the mountains with all our belongings in the snowFwd isn't an option for that and ** knew itAnd as stated in the previous complaint by myself, we called ** immediately after driving off the lot and he assured us verbally that it was in fact 4wd
This response from them is an unacceptable and inaccurate account of the dealings we had with them
We still wish for some kind of compensation from Westland along with an apology

Complaint: ***
I am rejecting this response because: The dealership hasn't done anything to rectify our loss other than telling us (resending their fine print disclaimer) that they are not responsible for the burglary of our vehicle while it was in their care How can you operate a car dealership with these kinds of clauses and have no flexibility? Does this happen all the time at their dealership? If not, why are they not willing to work with us? Our vehicle was in their care and they are not willing to help? Even after being told they have fake cameras and being shown the hole in the fence by the service manager? Why would anyone take a vehicle and leave it unattended anywhere at a dealership if they knew the fine print and that in the end you would be responsible for damage? I shouldn't be expected to make sure I have my insurance deductible ready to pay and that I could possibly have my vehicle damaged or burglarized when I take a vehicle to be serviced We are not trying to get anything for free nor are we out of line in our statements, these are all facts We took our vehicle to be serviced, it was burglarized while in their care and now we must pay an insurance deductible along with leaving there with a broken vehicle, violated personal space, and a thanks but so sorry statement??! I am appalled that they are sticking to their "disclaimer" and unwilling to help when they know they are at fault for a vehicle in their care
Sincerely,
*** ***

On 04/28/2016 at 11:27am customer [redacted] brought in his 2015 Motorhome VIN [redacted], 4546 miles to Service Consultant Kyle. (Westland does not sell Motorhomes). Kyle generated service repair order number [redacted] and the repair order disclosing repair authorization, terms and...

conditions disclosure that was signed by the customer. Due to the size of Motorhomes, the vehicle was parked in a designated section or our Service Parking lot that can accommodate larger vehicles. On 04/29/2016 at 8:35am Technician Eric was dispatched to perform diagnosis & repairs. Due to the size or the vehicle, Eric took his tools & equipment to the vehicle in the parking stall to perform diagnosis. After diagnosis the problem was found to need a wire loom inside the steering column, Part Number [redacted]. Eric locked the vehicle and returned to the shop with his tools. The part was placed on order. The part was found to be a Vendor Direct Ship item from Ford that was on Back-Order, and it was unknown as to exactly when the part would arrive. The customer was contacted by Kyle informed of the Parts situation and was given these choices: 1- We can wait for the part to arrive, replace the part and the repair covered by under Ford Warranty. 2- We can remove the existing wire harness, find the problem and make repairs to the harness, however this would not be covered by Ford Warranty. The customer chose to wait for the part and have it repaired under Ford Warranty.  The customer was then given another choice:  Leave the Motorhome in our parking lot until the part arrives, unknown as to when it will arrive or 2- Take your Motorhome as is, it is totally drivable and we will contact you when the part arrives at which point you can bring it back and we can perform the repairs. The customer made the decision to leave the Motorhome in our Service Parking lot until the part arrived. On 05/13/2016 Mrs. [redacted] pulled into our Service Parking lot to retrieve some personal items left in the Motorhome. Mrs. [redacted] came in to the Service Dept. and reported her Motorhome had been vandalized. Service Manager Don C[redacted] went to the parking lot with her and confirmed a burglary had taken place, the door lock had been drilled out and the inside of the motorhome had been ransacked.  Don contacted Ogden City Police and Detective Lewis (###-###-####) arrived with other CSI officers who investigated the burglary and dusted the vehicle for fingerprints and took statements.  Since our Service Parking lot is secured with 6-foot fencing with 3 layers of barbed wire stretching another foot higher, gates with barbed wire, LED lot lights which are lit all night, 7 security cameras focused on most of the lot, Service Manager Don & Detective Lewis walked the perimeter of the lot looking for evidence of intrusion. They soon discovered the thieves had cut the fencing on the northeast corner giving them access to the lot. Our I.T manager Kris C[redacted] was called to review any footage that could find the date, time and identity of the thieves. Mr. C[redacted] informed us the cameras in this area only store footage for 10 days.  The footage was reviewed but nothing was found of the burglary which indicated it occurred more than 10 days prior to 05/13/16. Since the special ordered part had not yet arrived, no one had any reason to go out to the Motorhome, unlock it and look inside. The customer was provided contact information to our insurance carrier, Goldenwest Insurance Services. At a later date the customer’s insurance company American Family sent out an insurance adjuster who inspected the vehicle and documented the findings of his inspection. As per normal practice, Westland Ford turned over all information to our insurance carrier, Goldenwest Insurance, [redacted]s turned over all their information to American Family Insurance, and between the two insurance companies it was determined the customer had chosen a policy that involves a deductible they are responsible to pay. It was also determined by the Ogden City Police and the Insurance Adjusters that Westland Ford took every reasonable precaution to protect customer’s vehicles left in our service parking lot. There are no other precautions we could have taken to stop a determined thief. We have insurance for the unexpected. We rely on the expertise of our Insurance carrier to make the right choice for unexpected situations like this. Since Westland Ford took every reasonable precaution to protect the [redacted]’s vehicle while parked in out lot, Mr. [redacted] had signed the Repair Order with the disclaimer, and the [redacted]s chose their insurance policies, coverage & deductibles, Goldenwest Insurance determined Westland Ford is not responsible for the customer’s insurance deductible. See attached copy of signed Repair order, photos of lot fencing & security cameras

Dear [redacted],
Thank you for your review of this complaint and quick response. In regard's to the response from the business, I respectfully disagree with the dealer’s comments and can provide sent emails to support my claim if asked to do so.
Prior to touching the timeline of communication will be my
attempt to discredit their argument.
Their salesman Frank D[redacted] called to a point of
harassment the very next day I purchased the vehicle. Wittingly, he did not send
me an email or text message to explain why he was calling me. I have a copy of my cell phone log to prove this.My request for monetary reimbursement was in
line if Westland had to take the vehicle back because of their failure to
fulfill their contract. A like vehicle swap was never found. As such, the meeting halfway in Las Vegas
statement to complete the swap is irrelevant and further validates their point
of attempting to make this issue go away.I constantly requested an update to the
resolution. Understanding their tactics I purposely kept all communication via
email to have a trail showing my drive to reach a solution.Their final proposal is another example of their
ill intent to make further profit from a situation in which only a gullible
consumer would sign.
Timeline of Events of which I have a copy of all email
threads to support:
I visited the dealer with my brother whom is a
Ogden resident on the 28th of December. He purchased a vehicle that
day. While he was closing the finance portion of the deal Frank, his salesman
and I began to look at trucks. I explained that I wasn’t too interested since I
already had roundtrip plane tickets. Frank offered great pricing, was assured
not just by Frank D[redacted] the salesman, but Terry R[redacted] the sales manager,
and Donald G[redacted], the finance manager, that they had sold numerous cars to
California residents. That this process would be simple and all I had to do was
take the paperwork they would mail me to my local DMV to obtain CA
registration. Being this was my first out of state vehicle purchase I was led
to believe that everything lined up. I was given paperwork listing the
documentation address as my CA address, was asked to sign a statement saying they
would not be collecting Utah State sales tax, and the state sales tax amount listed
in the purchase contract corresponded to Ca state sales tax. Donald G[redacted]
stated that they would be mailing me the check for the CA sales tax along with
all paperwork and that all I had to do was present the documents to my local
Dept. of Motor Vehicles.I began
to drive home the morning of the 30th. I had a total of 3 missed
calls from the Salesman Frank. One at 10:23am, another at 1:18PM and the last
one at 2:13PM. Terry tried reaching me on the 2nd of
January. I called him back that afternoon. In between all those missed calls, they
also called my brother whom explained that I could not drive in CA with Utah
tags. I talked to Terry on the 2nd. He said this matter would be
handled best if we just talked over the phone. He stated that this was above
Frank’s level and that he would be my primary point of contact. He offered to
give me a couple of hundred dollars if I would just use my brother’s address
and have the truck registered in Utah. I declined the offer.I Talked to Terry again on the 4th, and
5th of January. I called Terry on the 4th of Feb and
seeing how he insisted on only having phone conversations instead of a paper
trail, I asked for his email address which he at first was reluctant to offer.My 1st email to Terry went out on Jan
5th.The day prior he offered a swap for a vehicle
that had nowhere near the features of the vehicle I had purchased. The truck
was a different color, had a different engine, and had vinyl rubber floor
instead of carpet. I rejected the one and only swap option offered.In addition, I asked if Ford was to take my
vehicle back that they reimburse me for some of the costs I personally
incurred. I included a breakdown of those costs.Terry responded to that email saying it would be
much simpler to roll back the deal “as if it never existed.”I replied saying I was going to be out of town the
next few days, asked for some compensation incurred with my loss of driving the
vehicle over instead of catching my flight, and requested that a new title or
an amendment be issued for the vehicle I traded in since the Pink Slip was
already signed by both parties and we had no way of re-selling that vehicle
without obtaining a new pink slip. I also requested that my deposit be credited
back before release of the vehicle, be given an opportunity to review all
documentation such as a release of liability prior to the handoff for review to
make sure I would no longer be on the hook for anything. On Jan 6th Terry replied saying they would
not accept my proposition and that a swap was no longer available because the
rebates offered at the time expired. He said only 2 options remained; License
it in Utah using my brother’s address or deal with California’s requirements. On Jan 6th I filed a complaint with
Ford Motor Company to see if they could do anything. I received an email from
Ford Motor Company saying they were going to follow up with the Dealer and
asked that I in the meantime contact a local dealer and explain my desire for a
swap.While I was out of town I was Fed Ex’ed a
package from the Dealer. The package contained a new Motor Vehicle Contract of Sale, Utah Vehicle
Retail Installment Contract, Vehicle Application for Utah Title, Ford Credit
Application Statement, Agreement to Provide Insurance, and lastly, a Odometer
Disclosure Statement. The address listed on these documents was not my address.
The dealer pulled up my brother's address and deceptively drew up new
documents using his address and used my name to give the appearance of me
being a Utah resident. This implied someone at the dealer went through my
brother's personal file to copy his personal address for a matter that had
nothing to do with him. As proof, I hold a copy of these original documents. This
is a total privacy violation and it topped the line with my experience
with Westland.On 1/14 I emailed Westland to tell them I filed a complaint with
Ford Motor Company. I again stated that all I was looking for was a swap for an
equal truck. No follow up from Westland.I again emailed on 1/25 stating my temporary vehicle registration
was set to expire on the 12th of February.On 1/27 I sent another update request.Terry called me on the 27th stating they had mailed out
paperwork to my nearest DMV that past week. I asked that he fax me a copy of
the documents. Fax copy showed the documents were Fed Ex’d on Monday Jan 25th.
I went to the DMV were the documents were sent to on 2/4 only to
be denied by DMV.I emailed Terry on 2/5 to let him know I had been denied
registration and asked what their next step was going to be.2/8 I sent a reminderOn 2/8 Terry followed up saying there was only one option
available. They found a similar truck and he sent me a Motor Vehicle Contract
of Sale. I ran the vin# on the proposed truck and located the truck at
Silver Creek Ford. The listed sale price without hitting the “E-Price” special pricing
feature button is $32,428.00. Westland stated to be offering the truck at a
cost price of $32,161.00. This is only a $267 difference. When I went through the numbers they wanted to use the current
truck in question that is un-registerable in CA as a trade in. The original
purchase total of the truck in question was $30,132.00. Their offer was
$24,000.00. This truck is only a month old and the reason for the requested
swap is a result of the Dealer’s failure to fulfill their contract obligation
of providing a vehicle that could be registered in California. I respectfully declined their offer and asked that these deceiving
practices come to an end.
Sincerely,
[redacted]

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Address: 3450 Wall Ave, Ogden, Utah, United States, 84401-4006

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