First Choice Ford

[redacted] Hello,We repaired the customer's vehicleThe customer is now satisfied with the purchaseYou may contact the customer directly to confirm.Thanks, [redacted]

Complaint: [redacted] I am rejecting this response because: In response to the operations director, First Choice ***, Rock Springs, WY on complaint # [redacted] , the dealerships’ version and our version differ In order to close the sale, the dealership agreed to supply us with new rims that were shipped with a new similar vehicle and that this was an additional savings to us (of approximately $per wheel for the set of four) The age of the rims was never disclosed It was understood by us, that the rims were new and compatible with the vehicleWe trusted that the rims were new and expected to see that in the daylight the next day, but we were shocked to see otherwise The statement that these were free is not the caseThey were part of the value of the deal As it stands, the used rims are not compatible with the vehicle, the bolt pattern is different and are therefore worthless to usAs per title and paperwork, NEVER during any of the negotiations was a day wait period discussed, nor any policy regarding personal checks mentioned And it was clear to both the salesman and closer, we would be purchasing the vehicle in full by a personal check with a trusted bank throughout the discussions Additionally we were told that they would [redacted] all the necessary papers to get the title to our local county clerk’s office the very next dayThis basically now is a moot issue since the title has been received, and taxes and plates now procured We were given a day temporary plate, but also given the expectation that within hours and certainly within the next few business days that taxes could be paid and license plates and title could be acquired It wasn’t until speaking with a bookkeeper at First Choice FORD three days later, while waiting at our local county clerk’s office, just exactly what documents we had and what the clerk’s office was waiting for from First Choice [redacted] which had not been received The following week during the conversation with the bookkeeper at First Choice [redacted] it was mentioned that there was a “policy” on personal checks and “day” waiting period Only at that time, was it clarified about the true time table of paying taxes and purchasing platesWe should be reimbursed for 18” rims and [redacted] caps that actually fit the [redacted] as we agreed at time of sale and we would return their used useless rims to First Choice ***In conclusion, our First Choice [redacted] experience was certainly a disappointment First Choice ***’s side of the information was obviously vague and misleading We provided a valid payment for the [redacted] and expected First Choice [redacted] to uphold their end of the deal Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Reply to Revdex.com 11/18/17, Case [redacted] Obviously this dealership is only interested in the sale, not in customer care afterwards We HAVE purchased four brand new 18” rims, caps and tires to use this vehicle on dirt roads as was intended The closer and salesman clearly understood our need for useable 18” wheels and the value of the rims in solidifying the deal knowing we were ready to leave the dealership and continue our search elsewhere The closer, service manager and dealership slyly did not include the errant rims in paperwork and conveniently call them a “free” “courtesy” Unprofessional So BUYER BEWARE is the key here We will just call this a BAD EXPERIENCE Regards, [redacted]

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I am writing this in response to the complaint involving *** *** and the Purchase of a ***
*** *** from First Choice ***.In regards to the issue of the tires, wheels, and Tire Pressure monitors: The customer was not happy with the vehicle having inch wheels stock so as a dealership we decided to give them a set of rims that were in our service department that were taken off another new vehicle some time in the pastThe customer was made aware that the rims had been sitting in the shop for quite some time and had a few scratches on them but they were okay with that at the time because they expressed that they would driving on dirt roads most of the timeThe only reason the customer even wanted the smaller wheels was so they were able to put a ply tire on the rim for the dirt road driving they would be doingThe customer was also made aware that the most cost effective way to obtain the tire pressure sensors was to take them out of the 20" stock wheels that were already mounted on the vehicleWe looked up a few options on tire rack that would also be affordable but they opted to take the wheels just they were on our service driveWe will not be reimbursing these customers for any amount of money for these free rims that we gave them....In response to the Title work and paperwork: The customer was given all copies of their paperwork at the time of delivery and were also made aware that we would *** ** the title work to the county with no specific time frame given because they wrote a personal checkOur policy anytime we are given a personal check for the purchase of a vehicle is to wait days for the check to clear our bank account before sending out the title workThis has been in place for several years and only makes sense to protect ourselves from sending out title work for a vehicle that has not yet been paid forThe customer was given the peace of mind that they are provided with a day temporary plate so we would have plenty of time to accurately prepare and send out their title work. In response to their *** Set-up: The customers were actually at the dealership when they gave us the information they wanted to use for the accountWe sthe account just as instructed so we are not really sure what the issue truly is? They opted out of a full delivery on their new vehicle because it was close to 10pm and they still needed to eat and travel to Salt Lake CityThe customer was invited to stop back by our dealership at anytime for a formal delivery or on their way back home and they denied that as well because one party was going to go through Idaho and the other through ColoradoWe reassured them that if they had any questions on the vehicle in the future we would be more than happy to help them over the phone the best we could.Lastly, I did respond to the ** complaint and provided them with the same information as aboveIf you have any further questions in regard to this case, please feel free to contact me at the e-mail or phone number below. -- Todd EG***Operations Director*** *** ***
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First of all, when someone brings their car in, tells you they have a thousand miles to go and are having cooling issues, any mechanic worth his weight in salt knows *** water pumps have a see hole to check pump healthI drove into your shop, and within hours of you saying that it was good to go, I was stranded with a broken cooling systemI tried to be reasonable, and when I tried, the manager asked me: "if you are so smart, why didn't you fix it yourself?" Well, I didIn a parking lot, in Reno, miles from homeI figured I could trust the dealer to do quality work when in truth my parking lot repairs exceeded the quality of your work, hands downAll I asked to be refunded was the diagnostic fee, the part of the job that was absolutely not done
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Well Sir, contrary to what you believe we did actually do a thorough inspection of your water-pump including checking the weep hole for moisture and there were no visible leaks or moisture present of any kindIt was our cooling system "diagnosis" that actually found that your radiator was cracked to the point that it needed to be replacedWe did you a wonderful service by finding a radiator for a *** *** and installed it, all in a hour period You made it almost miles and left our repair facility with everything on your vehicle in working condition as far as we knew(or I'm sure you would have made us aware before you left???)Anyway, we are not going to refund any money for this repairWe fixed what was wrong with your vehicle when it was in our repair shop and we are not going to take responsibility for a year old water-pump going out in degree weatherSorry that your trip has been less than convenient but we feel that we did exactly what was asked of us in the repair of your vehicle

I am writing you in regard to Mr*** outrageous complaintAs you can see from the repair order that I have attached, he brought the vehicle into our shop for a water leak and a rough idleMr*** was traveling through on his way home I assume, so he was waiting in our showroom for most of
the day while we were trying to get his vehicle in to diagnose his concernsWe were able to diagnose his vehicle on Thursday afternoon and our service advisor Krystyna reviewed all the charges and repairs that needed to be done with Mr*** before we even ordered the parts and completed the repair on FridaySo he was very well aware of all the charges and diagnoses fees that we were charging himThe fact that his water pump went out soon after this repair to his radiator really has no bearing on anything as far as the work that we performedHe has a year old vehicle that has over 180,miles on it so if the water pump wasn't replaced before now, I would say he got his moneys worth out of that part anywayThe rough idle concern was resolved with a simple adjustment to the idle setting in the vehicle computer system and his water leak was resolved after we replaced his radiatorWe are not going to take responsibility for his water pump going out and nor are we gong to refund Mr*** any money for this repairEvery single vehicle that is brought into our shop and any other repair shop for that matter is charged a diagnostic feeWe have signs all over our service department that state that fact as wellThank you for your time.....Todd EG***Parts and Service DirectorFirst Choice Ford307-382-

Complaint: [redacted]
I am rejecting this response because: In response to the operations director, First Choice [redacted], Rock Springs, WY on complaint #[redacted], the dealerships’ version and our version differ.  In order to close the sale, the dealership agreed to supply us with 4 new rims that were shipped with a new similar vehicle and that this was an additional savings to us (of approximately $450.00 per wheel for the set of four).  The age of the rims was never disclosed.  It was understood by us, that the rims were new and compatible with the vehicle. We trusted that the rims were new and expected to see that in the daylight the next day, but we were shocked to see otherwise.  The statement that these were free is not the case. They were part of the value of the deal.  As it stands, the used rims are not compatible with the vehicle, the bolt pattern is different and are therefore worthless to us. As per title and paperwork, NEVER during any of the negotiations was a 10 day wait period discussed, nor any policy regarding personal checks mentioned.  And it was clear to both the salesman and closer, we would be purchasing the vehicle in full by a personal check with a trusted bank throughout the discussions.  Additionally we were told that they would [redacted] all the necessary papers to get the title to our local county clerk’s office the very next day. This basically now is a moot issue since the title has been received, and taxes and plates now procured.  We were given a 60 day temporary plate, but also given the expectation that within 48 hours and certainly within the next few business days that taxes could be paid and license plates and title could be acquired.  It wasn’t until speaking with a bookkeeper at First Choice FORD three days later, while waiting at our local county clerk’s office,  just exactly what documents we had and what the clerk’s office was waiting for from First Choice [redacted] which had not been received.  The following week during the conversation with the bookkeeper at First Choice [redacted] it was mentioned that there was a “policy” on personal checks and “10 day” waiting period.  Only at that time, was it clarified about the true time table of paying taxes and purchasing plates. We should be reimbursed for 18” rims and [redacted] caps that actually fit the [redacted] as we agreed at time of sale and we would return their used useless rims to First Choice [redacted]. In conclusion, our First Choice [redacted] experience was certainly a disappointment.  First Choice [redacted]’s side of the information was obviously vague and misleading.  We provided a valid payment for the [redacted] and expected First Choice [redacted] to uphold their end of the deal.
Regards,
[redacted]

In response to the rejected response for [redacted]:  The set of take-off rims were most certainly given to the customer as a courtesy and they were never valued as part of the car deal or in exchange for a discount or any money back. The baseline of the negotiation was consistent on our behalf as the unit that was purchased could only be sold at ** Supplier price with an additional cash rebate per ** policy on the selected unit. The customer was given a discount on the Doc/Title fee as he had been looking at similar units elsewhere so in fairness to customer we matched the fees from the dealer in Sheridan. Again in response to the title work, the customer was made aware that the paperwork would be [redacted]'ed to their local county office and was never promised it would be delivered anywhere within 48 hours. Our policy on a purchase that is paid in full with a personal check has always been to wait 10 days to verify the funds have cleared our account before releasing any of the title work. This is a non-negotiable policy that we have had in place for several years so the discussion of sending the paperwork to them directly within 48 hours is simply not true. Title work is always sent directly to the county it is being registered in so we can eliminate any chance that the paperwork gets lost or not processed in a timely manner the way it should be.  Any negotiations regarding the sale of the vehicle, promises that have been made or accessories that are given to the customer are put in writing on the form titled due bill. It is signed and dated by the customer and a sales manger at time of sale with a copy given to the customer and one kept in the file at the dealership for future reference. In this case, there was nothing even written on the due bill for Mr. [redacted] except a fuel fill up so we certainly did not imply anything other than here is an extra set of rims that might work for your dirt road driving. We were simply trying to help them out and this is what we get for trying. We could have just made them purchase a brand new set of 18" rims, tires and sensors and avoided this entire situation.On behalf of First Choice, we will not be reimbursing the customer for any rims, caps, sensors or anything else. The customer purchased a new vehicle with 20' wheels on it and was given a set of take-off rims for free as a courtesy.

Complaint: [redacted]
I am rejecting this response because:  Reply to Revdex.com 11/18/17, Case [redacted] Obviously this dealership is only interested in the sale, not in customer care afterwards.  We HAVE purchased four brand new 18” rims, caps and tires to use this vehicle on dirt roads as was intended.  The closer and salesman clearly understood our need for useable 18” wheels and the value of the rims in solidifying the deal knowing we were ready to leave the dealership and continue our search elsewhere.  The closer, service manager and dealership slyly did not include the errant rims in paperwork and conveniently call them a “free” “courtesy”.  Unprofessional.  So BUYER BEWARE is the key here.  We will just call this a BAD EXPERIENCE.
Regards,
[redacted]

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

[redacted] 
Hello,We repaired the customer's vehicle. The customer is now satisfied with the...

purchase. You may contact the customer directly to confirm.Thanks,[redacted]

Avoid this dealership like the plague!! I took my car in for what I initially thought was a small $30 part. However, this turned into a new transmission. I was quoted $2464.98 parts and labor so I approved the repairs. A week and a half later, this amount has turned into over $4700!! The sales manager insists that the invoice was right because he has the 'original' estimate, but why would I have written down such a specific amount when I was on the phone with the service writer? He also insists that his service writers go over quotes item by item, well, she never did!!! So, I am now scrambling to find another $2000 so I can get my vehicle back. My advice - get a hard copy of any estimates IN HAND before authorizing any work!! I had to learn my lesson the hard way, because I have no proof of what she told me over the phone. DO NOT take your vehicle to these people!!