Cherry Creek Nursing Center

Dear [redacted],I’m in receipt of complaint Revdex.com ID [redacted] submitted on 7/18/2017 by [redacted].[redacted] truck was returned for further inspection and additional diagnosis as requested on his original repair dated April 11, 2017. I believe all issues have been addressed and resolved satisfactorily. Should...

there be any additional questions please feel free to contact me personally.Regards,Dean [redacted]General ManagerAutoNation Ford Westlake[redacted]

Dear [redacted],We have been successful in resolving this rust issue with Mrs. [redacted]. She has agreed to absorb a $100 deductible that will be applied towards the repair of her [redacted]. She is scheduled to bring in her vehicle next week. Feel free to call me directly should you have any additional...

questions.Regards,Dean S[redacted]General ManagerAutoNation [redacted] Westlake440-250-3447 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 together. we have the insurance companies cooperation with solving the concerns on this vehicle. at this time the customer has...

the vehicle and all isues have been resolved except 1 which the customer understands the time line for this final remaing concern. A 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.

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 am in receipt of your letter dated 6/19/2015 regarding [redacted]: Revdex.com Case ID [redacted] involving the diagnostic charge on her 2009’ Ford Escape.
Attached is the signed repair order acknowledging the $109.95 + tax diagnostic charge. Additionally, as noted on the repair order...

it was requested to contact her husband [redacted] with any updates to our findings. The additional pages of the repair order outline our mechanics recommendations after diagnosing the vehicle. The vehicle was brought in to diagnose a "check engine light concern".
At AutoNation Ford Westlake we pride ourselves in customer satisfaction and never like to hear when someone is dissatisfied. However, after reviewing everything I’m confident the dealership has done nothing wrong. Should there be any additional questions please don’t hesitate to contact me personally.
Regards,
[redacted]
General Manager
AutoNation Ford Westlake

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]

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 transactions. However, 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 one. I 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 her. However, 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 dealership. I feel that it should significantly help to reduce the customer's automotive expense as it today ... by repurchasing both vehicles. Should there be any questions, feel free to reach out to me personally at [redacted]Dean S[redacted]

[redacted],I am in receipt of your email regarding [redacted]: Revdex.com Case ID [redacted] regarding the operation of her speakers with her 2012 Ford Fiesta purchased on 5/1/2012. I have again reviewed her entire service repair history along with reading her rebuttal. In my prior response I outlined her service history for review. Please refer to prior response.As I noted in the closing paragraph of the original response I was and am still willing to reduce the diagnostic fee to only $50 along with providing some assistance should her concern be verified and the repair not be covered under any warranty. As noted in her rebuttal she claims she came to our service facility on November 25, 2015 seeking repair of her radio speakers. As with all repair orders we require the customer to sign acknowledging a diagnostic charge. The diagnostic charge will be the customers responsibility "only" if the repair is NOT covered under warranty. Should the diagnosis for the repair be deemed "covered under warranty" then the diagnostic charge would be removed and not be the responsibility of the customer. Unfortunately [redacted] refused to sign any repair order even with an explanation regarding the diagnostic fee resulting in the repair order be voided. [redacted] did have Premium Warranty Extended Coverage on her vehicle up to 75,000 miles or May 1, 2018; whichever occurs first. However, we are not able to determine if her speaker concern would be covered under this warranty until properly diagnosed. As noted in my prior response, there was never a mention of speaker issues in any prior visit. There was a repair order opened on 3/31/2014 (#[redacted]) but because of [redacted]’s refusal to sign for the "possible" diagnostic charge we were unable to verify or inspect for the concern. Please reference a copy of the repair order provide with the first response. Attached is a copy of her extended coverage along with both the mileage allowed and expiration date for reference. After additional review I’m extremely confident the dealership has done nothing wrong. As noted above, my original offer is still available should [redacted] want to reconsider. Feel free to contact me personally should there be any additional questions.Regards,Dean S[redacted]General ManagerAutoNation Ford Westlake

Dear [redacted],I am in receipt of your letter dated 12/15/2015 regarding [redacted]: Revdex.com 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[redacted]General ManagerAutoNation Ford Westlake

Mr. [redacted] states that a total of four check have been refunded back to Ford Motor Company.$731.15 and $1,866.52 are for the cancellation of the two Ford Warranties. $224.54 is fir the Theft system cancellation and $795.00 is for the appearance protection. Mr. [redacted] states that they have refunded the consumer everything that the consumer paid except the taxes and administrative fees.

I am in receipt of your letter dated 5/21/2015 regarding [redacted]: Revdex.com Case ID [redacted] involving the purchase of 2008 Mini Cooper Clubman.At AutoNation Ford Westlake we pride ourselves in customer satisfaction and never like to hear when someone is dissatisfied. I 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 again. After speaking with my Customer Financial Director [redacted] I believe the outstanding issue regarding the re-registering of her "upgraded" warranty with [redacted] has been resolved. If 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 2/1/2016 regarding [redacted]: Revdex.com Case ID [redacted] involving the INOP clock found on the radio of his 2003 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 2003 Expedition we are empathetic of the situation. As a result, we have contacted
Mr. [redacted] and have agreed to sell him a replacement radio at cost and provide the labor at no cost. Mr. [redacted] feels the offer is fair and has accepted. He 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 dissatisfied. I believe a fair resolution was offered and accepted. Should there be any additional questions feel free to contact me personally.
Regards,
Dean V. S[redacted]
General Manager
AutoNation Ford Westlake
440-250-3447 Direct Line
440-871-8600 Main Line
440-653-1758 Mobile
s[redacted][email protected]

[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 center. Thank you.
Regards,
[redacted] /[redacted]