On 04/28/at 11:27am customer [redacted] brought in his Motorhome VIN [redacted] , 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 customerDue to the size of Motorhomes, the vehicle was parked in a designated section or our Service Parking lot that can accommodate larger vehiclesOn 04/29/at 8:35am Technician Eric was dispatched to perform diagnosis & repairsDue to the size or the vehicle, Eric took his tools & equipment to the vehicle in the parking stall to perform diagnosisAfter 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 toolsThe part was placed on orderThe 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 arriveThe 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 Warranty2- We can remove the existing wire harness, find the problem and make repairs to the harness, however this would not be covered by Ford WarrantyThe 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 repairsThe customer made the decision to leave the Motorhome in our Service Parking lot until the part arrivedOn 05/13/Mrs [redacted] pulled into our Service Parking lot to retrieve some personal items left in the MotorhomeMrs [redacted] came in to the Service Deptand reported her Motorhome had been vandalizedService 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 layers of barbed wire stretching another foot higher, gates with barbed wire, LED lot lights which are lit all night, security cameras focused on most of the lot, Service Manager Don & Detective Lewis walked the perimeter of the lot looking for evidence of intrusionThey soon discovered the thieves had cut the fencing on the northeast corner giving them access to the lotOur I.T manager Kris C [redacted] was called to review any footage that could find the date, time and identity of the thievesMrC [redacted] informed us the cameras in this area only store footage for days The footage was reviewed but nothing was found of the burglary which indicated it occurred more than days prior to 05/13/Since the special ordered part had not yet arrived, no one had any reason to go out to the Motorhome, unlock it and look insideThe customer was provided contact information to our insurance carrier, Goldenwest Insurance ServicesAt 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 inspectionAs per 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 payIt 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 lotThere are no other precautions we could have taken to stop a determined thiefWe have insurance for the unexpectedWe rely on the expertise of our Insurance carrier to make the right choice for unexpected situations like thisSince 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 deductibleSee attached copy of signed Repair order, photos of lot fencing & security cameras
Dear [redacted] , Thank you for your review of this complaint and quick responseIn 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 vehicleWittingly, he did not send me an email or text message to explain why he was calling meI 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 contractA like vehicle swap was never foundAs 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 resolutionUnderstanding 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 DecemberHe purchased a vehicle that dayWhile he was closing the finance portion of the deal Frank, his salesman and I began to look at trucksI explained that I wasn’t too interested since I already had roundtrip plane ticketsFrank 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 residentsThat 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 registrationBeing this was my first out of state vehicle purchase I was led to believe that everything lined upI 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 taxDonald 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 Deptof Motor Vehicles.I began to drive home the morning of the 30thI had a total of missed calls from the Salesman FrankOne at 10:23am, another at 1:18PM and the last one at 2:13PMTerry tried reaching me on the 2nd of JanuaryI called him back that afternoonIn between all those missed calls, they also called my brother whom explained that I could not drive in CA with Utah tagsI talked to Terry on the 2ndHe said this matter would be handled best if we just talked over the phoneHe stated that this was above Frank’s level and that he would be my primary point of contactHe offered to give me a couple of hundred dollars if I would just use my brother’s address and have the truck registered in UtahI declined the offer.I Talked to Terry again on the 4th, and 5th of JanuaryI 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 purchasedThe truck was a different color, had a different engine, and had vinyl rubber floor instead of carpetI 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 incurredI 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 slipI 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 anythingOn 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 expiredHe said only options remained; License it in Utah using my brother’s address or deal with California’s requirementsOn Jan 6th I filed a complaint with Ford Motor Company to see if they could do anythingI 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 DealerThe 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 StatementThe 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 residentThis 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 himAs proof, I hold a copy of these original documentsThis is a total privacy violation and it topped the line with my experience with Westland.On 1/I emailed Westland to tell them I filed a complaint with Ford Motor CompanyI again stated that all I was looking for was a swap for an equal truckNo follow up from Westland.I again emailed on 1/stating my temporary vehicle registration was set to expire on the 12th of February.On 1/I sent another update request.Terry called me on the 27th stating they had mailed out paperwork to my nearest DMV that past weekI asked that he fax me a copy of the documentsFax 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/only to be denied by DMV.I emailed Terry on 2/to let him know I had been denied registration and asked what their next step was going to be.2/I sent a reminderOn 2/Terry followed up saying there was only one option availableThey found a similar truck and he sent me a Motor Vehicle Contract of SaleI ran the vin# on the proposed truck and located the truck at Silver Creek FordThe listed sale price without hitting the “E-Price” special pricing feature button is $32,Westland stated to be offering the truck at a cost price of $32,This is only a $differenceWhen I went through the numbers they wanted to use the current truck in question that is un-registerable in CA as a trade inThe original purchase total of the truck in question was $30,Their offer was $24,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 CaliforniaI respectfully declined their offer and asked that these deceiving practices come to an end Sincerely, [redacted]
On 04/28/at 11:27am customer [redacted] brought in his Motorhome VIN [redacted] , 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 customerDue to the size of Motorhomes, the vehicle was parked in a designated section or our Service Parking lot that can accommodate larger vehiclesOn 04/29/at 8:35am Technician Eric was dispatched to perform diagnosis & repairsDue to the size or the vehicle, Eric took his tools & equipment to the vehicle in the parking stall to perform diagnosisAfter 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 toolsThe part was placed on orderThe 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 arriveThe 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 Warranty2- We can remove the existing wire harness, find the problem and make repairs to the harness, however this would not be covered by Ford WarrantyThe 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 repairsThe customer made the decision to leave the Motorhome in our Service Parking lot until the part arrivedOn 05/13/Mrs [redacted] pulled into our Service Parking lot to retrieve some personal items left in the MotorhomeMrs [redacted] came in to the Service Deptand reported her Motorhome had been vandalizedService 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 layers of barbed wire stretching another foot higher, gates with barbed wire, LED lot lights which are lit all night, security cameras focused on most of the lot, Service Manager Don & Detective Lewis walked the perimeter of the lot looking for evidence of intrusionThey soon discovered the thieves had cut the fencing on the northeast corner giving them access to the lotOur I.T manager Kris C [redacted] was called to review any footage that could find the date, time and identity of the thievesMrC [redacted] informed us the cameras in this area only store footage for days The footage was reviewed but nothing was found of the burglary which indicated it occurred more than days prior to 05/13/Since the special ordered part had not yet arrived, no one had any reason to go out to the Motorhome, unlock it and look insideThe customer was provided contact information to our insurance carrier, Goldenwest Insurance ServicesAt 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 inspectionAs per 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 payIt 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 lotThere are no other precautions we could have taken to stop a determined thiefWe have insurance for the unexpectedWe rely on the expertise of our Insurance carrier to make the right choice for unexpected situations like thisSince 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 deductibleSee attached copy of signed Repair order, photos of lot fencing & security cameras
Dear [redacted] , Thank you for your review of this complaint and quick responseIn 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 vehicleWittingly, he did not send me an email or text message to explain why he was calling meI 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 contractA like vehicle swap was never foundAs 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 resolutionUnderstanding 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 DecemberHe purchased a vehicle that dayWhile he was closing the finance portion of the deal Frank, his salesman and I began to look at trucksI explained that I wasn’t too interested since I already had roundtrip plane ticketsFrank 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 residentsThat 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 registrationBeing this was my first out of state vehicle purchase I was led to believe that everything lined upI 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 taxDonald 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 Deptof Motor Vehicles.I began to drive home the morning of the 30thI had a total of missed calls from the Salesman FrankOne at 10:23am, another at 1:18PM and the last one at 2:13PMTerry tried reaching me on the 2nd of JanuaryI called him back that afternoonIn between all those missed calls, they also called my brother whom explained that I could not drive in CA with Utah tagsI talked to Terry on the 2ndHe said this matter would be handled best if we just talked over the phoneHe stated that this was above Frank’s level and that he would be my primary point of contactHe offered to give me a couple of hundred dollars if I would just use my brother’s address and have the truck registered in UtahI declined the offer.I Talked to Terry again on the 4th, and 5th of JanuaryI 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 purchasedThe truck was a different color, had a different engine, and had vinyl rubber floor instead of carpetI 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 incurredI 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 slipI 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 anythingOn 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 expiredHe said only options remained; License it in Utah using my brother’s address or deal with California’s requirementsOn Jan 6th I filed a complaint with Ford Motor Company to see if they could do anythingI 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 DealerThe 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 StatementThe 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 residentThis 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 himAs proof, I hold a copy of these original documentsThis is a total privacy violation and it topped the line with my experience with Westland.On 1/I emailed Westland to tell them I filed a complaint with Ford Motor CompanyI again stated that all I was looking for was a swap for an equal truckNo follow up from Westland.I again emailed on 1/stating my temporary vehicle registration was set to expire on the 12th of February.On 1/I sent another update request.Terry called me on the 27th stating they had mailed out paperwork to my nearest DMV that past weekI asked that he fax me a copy of the documentsFax 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/only to be denied by DMV.I emailed Terry on 2/to let him know I had been denied registration and asked what their next step was going to be.2/I sent a reminderOn 2/Terry followed up saying there was only one option availableThey found a similar truck and he sent me a Motor Vehicle Contract of SaleI ran the vin# on the proposed truck and located the truck at Silver Creek FordThe listed sale price without hitting the “E-Price” special pricing feature button is $32,Westland stated to be offering the truck at a cost price of $32,This is only a $differenceWhen I went through the numbers they wanted to use the current truck in question that is un-registerable in CA as a trade inThe original purchase total of the truck in question was $30,Their offer was $24,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 CaliforniaI respectfully declined their offer and asked that these deceiving practices come to an end Sincerely, [redacted]