Cherry Creek Nursing Center

Dear [redacted] ,I’m in receipt of complaint Revdex.com ID [redacted] submitted on 7/18/by [redacted] .Mr [redacted] and I have agreed to split the cost of the repairI assured him the amount due would not exceed $He felt it was fair and accepted the offer.Should there be any additional questions please feel free to contact me personally.Regards,Dean S*General ManagerAutoNation Ford Westlake440-250-

Mr [redacted] states that a total of four check have been refunded back to Ford Motor Company.$and $1,are for the cancellation of the two Ford Warranties$is fir the Theft system cancellation and $is for the appearance protectionMr [redacted] states that they have refunded the consumer everything that the consumer paid except the taxes and administrative fees

This response was taken via phone by ** at Revdex.com.AutoNation Ford Westlake did not engage in any unlawful or unethical business practices with regard to the customer's vehicle transactionsHowever, it appears now there is buyer's remorse given a change in the customer's personal circumstances There are many misstatements of facts & circumstances as presented by the customer, but it's neither productive or beneficial to address each oneI am empathetic regarding the customer's inability to pay for her two vehicles, as a result I am willing to purchase (at a Market Value) either, or both vehicles from herHowever, it will be the customer's responsibility to resolve any unpaid balance she may be left with resulting from the market value re-purchase as made by the dealershipI feel that it should significantly help to reduce the customer's automotive expense as it today by repurchasing both vehiclesShould there be any questions, feel free to reach out to me personally at [redacted] Dean S***

Dear [redacted] , I am in receipt of your letter dated 2/1/regarding [redacted] : Revdex.com Case ID [redacted] involving the INOP clock found on the radio of his Ford Expedition Although jumping his vehicle allowing us to pull it into a service bay to replace the battery at his request has no relation to the clock no longer working on the radio of his Expedition we are empathetic of the situationAs a result, we have contacted Mr [redacted] and have agreed to sell him a replacement radio at cost and provide the labor at no costMr [redacted] feels the offer is fair and has acceptedHe will be stopping by the dealership in the next few days to resolve At AutoNation Ford Westlake we pride ourselves in customer satisfaction and never like to hear when someone is dissatisfiedI believe a fair resolution was offered and acceptedShould there be any additional questions feel free to contact me personally Regards, Dean VS [redacted] General Manager AutoNation Ford Westlake 440-250-Direct Line 440-871-Main Line 440-653-Mobile s*[email protected]

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 me Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 me [redacted] will be home at the end of the month and will make an appointment with the Westland Autonation service centerThank you Regards, [redacted] / [redacted] ***

I am in receipt of your letter dated 5/21/regarding [redacted] : Revdex.com Case ID [redacted] involving the purchase of Mini Cooper Clubman.At AutoNation Ford Westlake we pride ourselves in customer satisfaction and never like to hear when someone is dissatisfiedI was extremely disappointed after reading Mrs [redacted] ’s complaint to learn of her frustration in "lack of follow-up"Since receiving her letter I have personally revisited our processes in hopes to eliminate this from possibly happening againAfter speaking with my Customer Financial Director [redacted] I believe the outstanding issue regarding the re-registering of her "upgraded" warranty with [redacted] has been resolvedIf there are any additional question or concerns please feel free to contact me personally Regards, [redacted] General ManagerAutoNation Ford Westlake [redacted] Office: [redacted] Mobile: [redacted]

Dear [redacted] ,I am in receipt of your letter dated 12/15/2015 regarding [redacted] : BBB Case ID [redacted] involving the operation of her radio and speakers with her 2012 Ford Fiesta purchased on 5/1/2012. Attached for your review are the repair orders for her vehicle and facts related since taking... delivery of it new. 7/26/2012 Repair Order [redacted] : 7178 Miles. No mention of any radio or speaker concern. 9/18/2012 Repair Order [redacted] : 12,273 Miles. Only noted concern with radio was the Satellite function not working. A master reset was performed. Verified Satellite function working as designed. 11/21/2012 Repair Order [redacted] : 17,445 Miles. Customer stated the "SYNC Services" was INOP. We explained that all SYNC services had to be set up by the customer. Everything on Ford’s end working properly. Again, no mention of volume, radio or speaker concerns. 2/15/2013 Repair Order [redacted] : 23,605 Miles. No mention of any radio or speaker concern. 5/14/2013 Repair Order [redacted] : 30,758 Miles. No mention of any radio or speaker concern. 8/20/2013 Repair Order [redacted] : 38,609 Miles. No mention of any radio or speaker concern. 11/14/2013 Repair Order [redacted] : 45,319 Miles. No mention of any radio or speaker concern. 3/31/2014 Repair Order [redacted] : 54,910 Miles. Customer stated the volume in the vehicle did not work along with the phone not pairing with the vehicle. However, upon shutting the car off and restarting the issue seemed to go away. We explained to [redacted] because the vehicle was not under "factory warranty" any longer there could be a diagnostic charge in the event we could verify the concern and Ford determines it’s not a "covered" item per her extended warranty coverage. Because [redacted] refused to sign for the diagnostic charges we were unable to verify or inspect for the concern. 10/1/2014 Repair Order [redacted] : 68,841 Miles. No mention of any radio or speaker concern. 1/7/2015 Repair Order [redacted] : 75,354 Miles. No mention of any radio or speaker concern. At AutoNation Ford Westlake we pride ourselves in customer satisfaction and never like to hear when someone is dissatisfied. However, after reviewing the facts I’m confident the dealership has done nothing wrong. Additionally, as I offered [redacted] in December I will still reduce the diagnostic fee to $50 and still provide some assistance should her concern be verified and the repair not be covered under her warranty. Should there be any additional questions please don’t hesitate to contact me personally. If I don’t hear anything further I will assume this complaint closed. Regards,Dean V. S*General ManagerAutoNation Ford Westlake

Dear [redacted] ,We have been successful in resolving this rust issue with Mrs [redacted] She has agreed to absorb a $deductible that will be applied towards the repair of her [redacted] She is scheduled to bring in her vehicle next weekFeel free to call me directly should you have any additional questions.Regards,Dean S*General ManagerAutoNation [redacted] Westlake440-250-Direct Line

Tell us why here...We have a complicated customer concern with a complicated claim We have been in contact with the customer and personally working thru this claim togetherwe have the insurance companies cooperation with solving the concerns on this vehicleat this time the customer has the vehicle and all isues have been resolved except which the customer understands the time line for this final remaing concernA good resolution has been put into place and both parties agree that it is going to put closure to this where all involved our satisfied

Good morning ***I received your email today regarding the rebuttal from *** *** referencing Revdex.com ID # ***Although Mrs*** states we are not empathetic please know that is absolutely not trueSpending many years in the service myself I do understand the complexity of traveling back and forth from the deployment base and "home"After reviewing the complaint and again speaking with our technicians the "check engine light" and radio concern is completely unrelatedAs mentioned in our previous response *** does have an extended service warranty allowing him to have the "auxiliary mode" diagnosed and repaired at any Ford or Lincoln dealership in the continental United States and CanadaIf covered the only "out of pocket" cost would be his standard $deductible associated with his Ford Extended WarrantyIf *** does not feel comfortable taking his vehicle to any local dealership closer to his deployment station and plans on visiting the Cleveland area I will make every attempt to resolve his concern while hereThe only request is to please provide me ample time to order the necessary partAgain, assuming it’s a covered component the only out of pocket cost would be his deductibleI am very sympathetic to ***’s situation but after reviewing all the facts I’m confident the dealership has done nothing wrongShould you need anything further please feel free to contact me directlyShould *** or Mrs*** want to speak with me directly I’ve provided my contact information belowRegards,Dean *** ***AutoNation Ford Westlake*** Direct Line

Good Afternoon ***Just wanted to give you an update on the situation as I had met with Dean on Monday to discuss a resolution. Unfortunately, if Dean was to buy back both vehicles at market value that would put me around $20-25K in debt, and that isn't including the car I would need to buy then (if I even could)A personal loan or credit card would not support this given that I have no assets to float the negative equityEven if Dean bought back one vehicle at market value it would still leave me with a $10K loan, which is better than $60K, and still poses a problem with approval since it is in an unsecured loan. The loan also won't be approved given my debt to income exceeding 45% with all scenarios that involve settling at market value. I tried to run a personal loan through the credit union I am apart of but was met with several issues due to the points made aboveThis is why my resolution was so lofty in that he buy back one or both of the cars in fullAfter doing research and speaking to loan and credit companies, I decided to propose to Dean a negotiation to buy the *** back in full less the warranty (either he keeps or I)In all fairness, I am willing to take on the heavier loan and car payment of the truck since it carries the negative equity of my prior vehicleDean was to call me back on the market value of the *** yesterday and I have not heard from him sinceGiven the market value I pulled on Kelly Blue Book for the *** and the difference of the loan I have now, the difference is around $6KThis is about the amount I've paid over the last six months for both cars which I understand is something I needed to learn fromDean and I had a very calm meeting but he indicated several times that he would not negotiate with me and probably not come to a resolutionThere is no financial means of me supporting the difference of the vehicle(s) at market value and having him buy back one in full is my only option.Since Dean does not want to settle, what are my next steps in filing with the Revdex.com that this is an unsatisfactory response?

Dear *** ***I am in receipt of your email dated January 16, regarding *** *** *** *** ** *** involving the cancellation and refund associated with the extended warranty on her ***We finally received all the necessary paperwork and signatures required to process her
refund on the *** *** that was traded inWe have verified with our *** *** *** *** the documents have been received for processingWe have communicated this with our customers and verified they are now satisfied.Should you have any additional questions please don’t hesitate to contact me personallyRegards,Dean S*General ManagerAutoNation Ford Westlake***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your
reference, details of the offer I reviewed appear below
I would like to see all of the refund amounts itemized to equal a total refund of
$3,or at least a receipt of the total amount refundedGiven my experience with Ford AutoNation Westlake, I will not simply take their word that all charges were refundedAfter waiting to hear from these individuals since the beginning of July, a phone call with no written text and no apology will not sufficeThey do not even state the amount that they refundedWas the extended warranty refunded for the full amount? This is a bully company that has provided me with horrible customer service
Regards,
*** ***

Dear ***I’ve just received your voicemail and want to apologize for not responding in a timely mannerNo excuse but I actually forgot this issue was still left unresolvedI’m referencing Revdex.com ID # *** for *** and *** ***.The check engine light repair is completely unrelated to
the radio concern *** is havingHowever, *** did return on 11/26/to have the radio diagnosed for the first timeIt was explained to him during that visit he was in need of an ACM (Audio Control Module)It was explained to *** because of his deployment to *** the time frame for ordering parts, having parts arrive and returning the faulty ACM was not feasibleAdditionally, he was informed he does have an extended service warranty (Premium Care) that allows him to repair the vehicle at any Ford or Lincoln dealership anywhere in the continental United States and CanadaWe even provided the part number for the ACM ***) and the engineering number (***) so he many pass the information to a better located Ford Dealership closer to his deployment stationThe only cost *** would be responsible for would be the $deductible associated with his Ford Extended WarrantyA phone call was placed to *** *** (his mother) on 1/17/@ 2:22PMTo date we have not received a call backWe wanted to inform both *** and *** recall # 15Snow has parts availableHowever, those parts are vin specific and must be ordered in advance from the Ford dealership most convenient to his locationI am very sympathetic to ***’s situation but after reviewing all the facts I’m confident the dealership has done nothing wrongShould you need anything further please feel free to contact me directlyShould either *** or Mrs*** want to speak with me they also can call meI’ve provided my contact information below.Regards,Dean *** ***AutoNation Ford Westlake*** Direct Office Line*** Mobile

This consumer response was received by Revdex.com staff member AH via email and is a copy/paste. *** Good morning! I couldn’t find a way to close this complaint within your system, so I’m emailing instead. I finally received both checks as of this past Tuesday (12/26) so the claim
can be closed. Thanks for your help, and have a great New Year! *** ** ***
***
***

Company responded by phone 9/2/15-***Mr*** states that all orders have been cancelled and refunded

In regards to Fords reply, I was in fact present at the service center on November 25, I had a friend with me and arrived at the service center at around 9:p.m No I did not sign to have a diagnostic done that night as I had spoken to an employee on the phone before coming in who told me that me car WAS covered, and it wasn't until I had arrived at the service center and they checked my mileage that I was told that I was NOT covered by a warranty There was no agreement or offer set in place at that time by anyone stating I would only have to pay a $diagnostic, Nor was I handed one that night I did not sign the diagnostic form back on 3/31/because again I was told that I did NOT have a warranty at the time and that I would have to pay for any and all repairs on my vehicle It was not until November 25, that someone finally told me that I had a warranty that would cover my radio, and I IMMEDIATELY went to Ford to have the repair done, just to drive over an hour to get there and be told that my mileage was over my warranty and that my warranty that did in fact exist was now null and void I have had issues with the SYNC services since purchasing the car back in May of 2012, and my radio completely malfunctioned and stopped working by February of EVERY TIME my car had been at the Ford dealership after 3/31/and I was asked "Everything working ok?" I said NO, and explained my radio hasn't worked in forever, I would ask if I had a warranty and was told every time NO I find it funny Ford has finally replied to my last response, after going to the dealership and agreeing to pay the $for the diagnostic fee on February 25, I only agreed to come in, as a Ford member contacted me regarding my extremely unhappy response to a survey and asked me to bring my car so that we could possibly handle my problems This dealership is an absolute joke I brought my car in early February regarding engine noises, my check engine light was on, and my car shaking on the highway Ford told me they would do a diagnostic and that I had recall notices they wanted to fix as well When I picked up my car I was told the shaking was from snow build up around my tires, that they found nothing wrong with my car during the diagnostic even though my check engine light was on and that they took care of the recalls I left the dealership with my check engine light STILL ON, my passenger side window unable to go down due to Ford preforming a "recall" and clanking noises still coming from my engine I HATE going to Ford for absolutely anything as they never do what they should, they charge outrageous and I seem to leave with more problems than I did coming in I wrote a long response to the survey sent to me and was asked to bring my car in to fix my problems, and ended up having to pay them almost $ I was told they fixed my window free of charge because they believe IT COULD HAVE BEEN related to the recall they preformed, but the diagnostic on my engine which should have been taken care of and ran when I came in the previous time...they charged me for I agreed to have a diagnostic done on my radio at the time since I might as well have it checked while I was in so I know what the problem is I have honestly had enough of this back and forth and Ford refuses to fix what should have been taken care of a long time ago Had I been told that I had a warranty my radio would have been fixed immediately after it stopped working Just as on November 25, when I came in IMMEDIATELY after being told I had a warranty However just like Ford has always been so great at doing, that night wasn't documented However I'm sure if security footage was brought up from that night my little blue fiesta would be sitting right in front of Williams desk with my friend (witness) by my side Either Ford replaces my radio, which according to my paperwork will cost $or I will be taking this into a much higher authority

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 me. 
Regards,
[redacted]

Dear [redacted],I’m in receipt of complaint Revdex.com ID [redacted]submitted on 7/18/2017 by [redacted].Mr. [redacted] and I have agreed to split the cost of the repair. I assured him the amount due would not exceed $225. He felt it was fair and accepted the offer.Should there be any additional questions...

please feel free to contact me personally.Regards,Dean S[redacted]General ManagerAutoNation Ford Westlake440-250-3447