Ford of Kirkland

It was explained to Ms [redacted] that purchasing a vehicle verses leasing a vehicle has different terms and conditionsA lease is a short-term contract with defined terms and a lower payment option than purchasing The lower payment option was the reason Ms [redacted] chose leasing rather than purchasing Leasing a vehicle actually requires better credit than purchasing, and Ms [redacted] does have what is considered to be quality credit, hence her ability to lease instead of purchase She has signed several documents where no work or agreements were promised or implied- we are happy to provide those documents at the request of the Revdex.com or the customer This was also explained to Ms [redacted] when she contacted the dealership in August We are more than happy to work with the customer if she wishes to terminate her lease early and trade for another vehicle; however, her lease payments are the lowest that were available through any financing options at her time of purchase Changing to a finance option would only increase her monthly paymentAny further questions can be directed to the Sales Manager at Hyundai of Kirkland- Richard E [redacted] at [redacted] Thank you, [redacted] Business Development ManagerFord-Hyundai of Kirkland

Ladies and Gentlemen: It is rare that we are not able to come to a satisfactory arrangement with our customers As your agency knows, we are committed to providing outstanding products at extraordinary value, and creating long term, happy relationships with our customers Unfortunately, in this case, the [redacted] have become abusive to our staff, in person, online, and by telephone We cannot create a productive relationship in this atmosphere We have also communicated this fact to the attorneys they engaged to communicate with us about this matter Please know that the [redacted] purchased their vehicle at under wholesale blue book value, and the truck passed our rigorous pre-delivery and safety inspectionWe feel confident that the problem with the battery is minor, and can be resolved at minimal cost and inconvenience Furthermore, we stand by our offer of an extra $consideration, after the sale terms were agreed upon, towards the purchase of an extended warranty that would have covered the ***'s with their current issue and any other mechanical breakdown for years to come

We take responsibility for the truck having a cigarette odor, and have apologized profusely to the customer for their inconvenience Their sales person, Vas, did not have the ability to smell the scent in the truck in question, and should absolutely have involved a manager for a second opinion Vas is a long term employee and this was clearly somewhere we were lacking in supervision over a customer experience, which we again apologized for After the customer came in from Spokane we realized our error and offered several solutions; fumigation of the truck, further discounts on the truck, a new truck with the same equipment package for the same price, or a reimbursement of $for their travel expenses and time-provided one of these would satisfy their complaint We feel any of these solutions would have been reasonable, but none were accepted by the customer who became hostile toward our General Manager on the sales floor Rather than accept an offer made by Ford of Kirkland, the customer and their multiple family members have gone on various social media sites leaving negative reviews, which we find excessive We would still be willing to work with Mr [redacted] if any of the above listed solutions would satisfy his complaint and he would be willing to remove the negative reviews posted on various sites As a result of this episode we have counseled Vas both verbally and in writing We have also amended our process to ensure that specific questions from out of town customers are verified by management in order to ensure a more positive experience for those coming from out of town in the future

To whom this may concern: Ms [redacted] contacted us regarding the infraction that was sent to her on May 16th, After we spoke with her, our office sent the necessary paperwork to the Department of Licensing (DOL) to change the infraction to the correct owner of vehicle Simultaneously and without our knowledge, the DOL sent a second notice to Ms [redacted] regarding the infraction while were correcting the problem Once the DOL received our paperwork, we received a notice that her balance that was originally owed was now zeroWhen Ms [redacted] called on June 8th,2017, we provided proof that the balance of the infraction is zero-and faxed the information over to the municipal court (this is the second time they received this information) to ensure DOL has the necessary paperwork to remove this from her record My name is Randi J [redacted] and I am the Customer Relations Manager at Ford of KirklandPlease contact me with questions or additional requests for information you may need My phone number [redacted] Thank you and kind regards, Randi Randi J [redacted] Customer Relations Manager Ford Hyundai of Kirkland [redacted]

Again, we apologize for the inconvenience that our customer is experiencing We feel this complaint would be better directed to Ford Corporate, as they are the manufacturer Their customer service number is We will continue to partner with them to try to resolve this issue as quickly as possible We are currently at the mercy of the manufacturer for partsThey are being made as quickly as possible and we will keep our customer informed of that progress Thanks, Kristen H [redacted] Ford of Kirkland

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 meFord of Kirkland has instructed me to email Scott [redacted] in regards to paperwork that require signatures and an issuance of a check that is owed in the amount of $I have done so, and have attached the email that I have written and sent off to Scott [redacted] at the email s [redacted] @fordofkirkland.com.Sincerely, [redacted] - [redacted]

Complaint: [redacted] I am rejecting this response because:- I would have to pay almost $1,to cancel my lease- Per their wording, they would not be able to guarantee a lower payment if I traded my lease in- After this "misunderstanding", I'm not sure if I want to purchase another HyundaiI would hope that, in the future, finance managers learn from this and ensure that they better explain the lease process/agreement to potential customers I doubt that I am the only person who had this complaint.It sounds like this is the best I will get from the dealership I will know next time.Thank you for responding to my complaint.Sincerely, [redacted] ***

we were extending these extras at no charge if it resulted Mr***'s satisfaction with his experience with our storeBased on his Ford survey results, we understand this is not the case and for that we are very sorryWe would still like to extend an offer on these items at our internal cost if that would be of interest We are sorry once again that the experience did not meet their (or our) standards, we will try harder in the future and do not hesitate to call me personally on any other related issue or to schedule an appointment with our service dept in the future Best, Kristen H***

Complaint: ***I am rejecting this response because:
The business is not listening to what we are saying and are arguing with us instead of listening
The issue of $has absolutely nothing to do with this problem we are talking about
We were in the hall walking out the door the night of the purchase when the sales manager offered us $more toward our trade, if we made the deal right nowThat had absolutely nothing to do with purchasing the warranty because we weren't even talking warranty at that point because we were not even sure we were doing the deal at that momentThe sales staff gave us a checklist from the service department that everything checked out ok, so why would we get an extended warranty anyway if they told us the vehicle was good? But once again, that is beside the issueThe issue is the vehicle was defective when they sold it and we want it fixed
The sales staff had to know this vehicle had issues even if it passed the service inspectionThe sales staff at most dealerships are starting the vehicles daily and should have known this one wasn't starting if they were doing their job correctlyThis vehicle was jump started and running when we arrived because the salesman knew we were comingWhen we looked under the hood and saw the cap off the battery the salesman jumped right in and said the battery was good because he just checked itSomebody was trying to cover the fact that this vehicle had issues starting or he wouldn't have mentioned that
Something is drawing power from the battery, possibly a body control module, per an independent mechanic so it is not a battery issue
It is currently sitting at a Ford Dealership service center because we can't drive it
We want this repair paid for in full because it should have been fixed before it was sold and we had know way of knowing about this issue before we bought it.Sincerely,*** ***

Unfortunately this is an issue with Ford Motor Company and not Ford of KirklandWe are waiting on parts from the manufacturer to repair the vehicle in question. Once we receive the part we will be in touch with our customer to schedule a time for repair. We wish this matter were not out
of our hands, but there is nothing more we can do for her until the manufacturer has more parts available

While we do not agree with all the statements in Ms***-***’s statement, if she would be willing to sign documents indicating that she is satisfied with her transaction with *** *** *** *** and will not be pursuing any further complaints including online, or through legal action of any kind we would be willing to offer the following:Ms***-***’s trade was valued at $2000.00. She owes us $for the down payment, which had a stop payment placed on it. She also owes us $for the unpaid deductible We would offer her the difference of $if that would satisfy the customer’s complaint. If so, Ms***-*** may contact Scott *** to get paperwork and the check for the moneyWe would need to have a document drawn up by our lawyer for her signature before a check would be issued

To whom it may concern:
We have come to a mutual agreement with Ford of Kirkland.We are satisfied with the agreement and need to remove complaint #*** against Ford of Kirkland
Thank you,*** and *** ***

Complaint: ***I am rejecting this response because:We did not reach a resolution that I believe is fairOn February 13, I met with a lawyer named *** ***At this point I presented the same complaint to himDuring the consultation with Mr***, he suggested that we call The Ford of Kirkland and speak to Scott *** to try to come up with a resolution instead of proceeding forwardDuring this phone conversation, my lawyer acted as the mediatorDuring this phone call, we came upon the agreement that I would drop the BMW that I purchased to the auto body shop where my insurance was paying for it to be repaired, and in exchange I bring $to Ford of Kirkland (since $is my insurance deductible) for my BMW trade in vehicleAt this time, Scott expressed that he would like to resolve the situation, and the same goes for myselfI cooperated whenever it was needed, and as a first time car buyer trusted and believed that Mr*** was going to keep to his wordAfter leaving the *** ***'s office, I took the car to *** *** and dropped the car offI emailed my lawyer notifying him that I had held up my end of the bargain that was agreed upon with Mr*** earlier that dayI also have email threads between Mr*** and I stating that the agreement of returning my trade in vehicle was still in motionI kept in communication with Mr***, he even stated in our email threads to give him a little bit of advance so that they were able to retrieve the car and have it ready for when I came to pick it upThe day that it was time to pick the car up, I called Mr***, and he was incredibly rude, and hung up on me, and let me know that I was not going to be getting my vehicle back like we had agreed uponAlso, as far as the repossession of the vehicle, that was never brought to my attention that that was going to be put onto my record, as Mr*** stated during our phone conversation and *** *** on February 13th, that both parties would like to "wash their hands clean." I never signed any papers, and I dropped my car off as instructedI never received any paperwork or notice of a repossession from the Ford of KirklandAgain, I just want Ford of Kirkland to hold up their end of the agreement. Sincerely,*** ***-***

Complaint: ***I am rejecting this response because: This is a "known" fault of the Ford Fiestas. Ford of Kirkland should never have sold me that car telling me there was nothing wrong with it all. I asked if it had anything wrong with it and the salesman said no. That was on March 27th 2015. Ford Motor and Ford of Kirkland have had 1/1/years to work on this problem of getting the partsMine isn't the only Fiesta that has the problem. By now they should have changed vendors to make the part or "just" maybe have it made in the US instead of Mexico. They should be able by now to control who they have the parts made by if they are a reputable Company. It shouldn't take that long for them to get a grip and realize they are screwing their customers and continue to do it. Ford of Kirkland expect their customers to call them every week to see if the part is in. They have no interest in letting the customer know where things are at
Sincerely,*** ***

*** *** called and said the business resolved his issues, closing complaint as resolved

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me except for the rear taillight issueIt has not been mailed to meGeoff S*** sent me an email showing what the cost was and said he would order it and have it mailed to me at my address which is *** *** ** ** *** ** *** but I have not received any taillightI have emailed ***@fordofkirkland.com to schedule an appointment to have the rear bumper repaired as well as the taillight. Sincerely, *** ***

Complaint: ***I am rejecting this response because: We were not offered to have the truck fumigated, but detailedAnd we both know that will not get rid of the smoke smellWe were offered a second vehicle but it did not have the same features and was not offered for less than the listed priceIt was an XLT and not an Fx4, which are two completely different modelsWe even asked if they would pay for our flight home, because we had no way homeThe manager declined and no reimbursement was offeredWe tried to make something work, because we needed a way homeAnd yes we were angry, but hostile? How could we not be upset? We had just spent money and time to commute to Seattle, to buy that specific truck, and to drive it homeThat is how much we trusted the companyFord of Kirkland did contact a mutual friend of ours, and there was a discussion of offering us money to remove our posts, but nothing was directly offered to usWe did email the employee, but never got a response in returnThey said they "offered us a substantial discount on a vehicle." If they are willing to do that, then why not take less of a hit and just pay for our expenses, and what it costed us to get there? If they want to make this right, then $is the priceWe would have not gone to Seattle if it was not for that specific truckAnd we will revise our posts to show that the situation was handled professionallySincerely,*** ***

We apologize that ***’s service expectations were not met on this visit. Not all Ford Fusions have the oil light feature, and this was over looked by the technicianWe checked that everything else was done correctly, and apologize that the light was not reset- however, we did confirm
that the oil was changed correctly. The type of chip in the complaint is a rock chip and not something that would have been caused by our lifts or tire rotate. Our service director, *** O***, met with the customer and they were happy with the resolution at the time of that meeting. After the complimentary oil change, there is nothing else we feel we can do to satisfythis customer’s complaint

This matter has been researched at the Executive Level. We find one visit by this customer for warranty work with no record of "refusal to provide services". Please be aware we have deleted the customer information from our mail system and from our email systemIt is important to
note that we do not control mailings from the manufacturer. However, we can assure the customer that we have removed her information from our systems.We are in business to both sell to our customers while maintaining excellent customer satisfaction. We are disappointed to find this unhappy customer and have immediately responded to her request.Please advise if there is anything else needed to resolve this matter.Best & kind regards,Mary L**Customer Relations ManagerFord & Hyundai of Kirklando: Ext ***e: ***@fordofkirkland.com

Having reviewed the deal between Ms*** and Hyundai of Kirkland there is nothing stating that the option to lower her lease payment ever existed. However, we are happy to attempt to get her into another vehicle, should she want to trade in her leased vehicle. Turning in a lease early, because of the nature of the contract, would make it difficult to lower the payment- however, we want our customers to be completely satisfied, and would be more than happy to review the numbers with her, should she want to make an appointment with one of our sales managersIf this is an option Ms*** would like to look into, she may contact me at the dealership to arrange such an appointment. Otherwise, lease payments are fixed for the duration of the lease period, which is what was signed for. Please let me know if there is more I can do to help satisfy the situation. Best, *** *** Business Development ManagerFord-Hyundai of Kirkland