Earnhardt Ford

Sales management from the dealership has spoken with Ms. [redacted] and understands that she is now satisfied with dealership's willingness to assist with certain repairs unrelated to those mentioned in her communications with the Revdex.com. 

General...

Counsel

Revdex.com, 

Thank you for your assistance in getting the dealership to contact me. Yes, they did contact me but I do not like their response to you. "Repairs unrelated to my complaint" I did address those repairs in my complaint. The complaint can be closed. [redacted] from earnhardt has been following up with me. Again thank you very much. 8)

The [redacted] discussed with the Earnhardt Ford finance manager whether they would finance the purchase of their vehicle through Ford Motor Credit or through their credit union.  It was explained in detail that if they financed through FMC they would be eligible for a $1500 rebate.  As...

the finance manager initially understood that  the [redacted] would finance through FMC, the transaction documents were prepared with a credit against the purchase price for the $1500 rebate.  

The [redacted] ultimately decided to finance through the credit union.  The finance manager   erroneously failed to remove the rebate from the transaction documents.  The dealership contacted the [redacted] when the error was discovered.  Even though the [redacted] acknowledged that they knew they did not qualify for the rebate, they refused to re-contract or pay the dealership the amount of the rebate for which they did not qualify. 

The relationship between the [redacted] and the dealership deteriorated.  The dealership determined it would not be able to satisfy the [redacted] going forward and decided to refund the amounts the [redacted] had contracated to pay for certain accessories that were to be installed post-purchase.  The accessory refund currently is being processed.  

[redacted] 

 General Counsel

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We purchased a part from this dealer for our [redacted], we were given the wrong part even after my husband informed th e guy of what he wanted and the service guy argued with him , So after we took it home and a mechanic friend of ours installed it he informed us it was the wrong part, My husband took the part back to Ford and was told he would have a credit on his debit card within a few hours. It was $150.00. After three days we still did not see it credited to our account, My husband went to [redacted] to see why this was taking so long to credit us. My husband went back over to Ford and they informed him it could take a week. Why would it take so long for a business to credit someone. A WEEK, they got their money from our account asap. Service was rude.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I find the response typical of Ford / Ford related companies.   Blame someone else.  Earnhardt Ford blames the original install 2 1/2 years ago even though over those 2 1/2 years they serviced my RV multiple times and even changed the oil and filter on May 15, 2013 (approximately two years after the install).  

I also have written to Ford Motor Company and they of course put the onus on the dealership as an "independently owned and operated company".   

The engine was in fact purchased at my direction by the service station.  I had a choice of a cheaper Ford engine by a third party but thought I wanted to get the 3 year Ford warranty engine.   I suggest the General Counsel look at the records which shows my name on the warranty.  Also, I take exception to the statement that I "selected" this service station.   MY RV (Class A motorhome 36 1/2 feet long) BROKE DOWN.  There was no moving it without a great deal of expense.  There was no selection of a garage.  

The General Counsel (and [redacted] from Earnhardt) bring up the question of contaminants and the oil cooler.  Again,

2 1/2 years after the install.  Could it be that something Ford did is failing?  Maybe contaminants got into the engine when Earnhardt did the oil change 2 years after the install?  

I paid them $800 which then led them to tell me I needed to pay them an additional $1,000 to take the engine out.  It was at that point that I said no / enough.  I felt they were going to bleed me to death.  That's why I told [redacted] to put it back together and I was taking it out of there.  I was done paying for their fishing expedition.  I was also told later by Jim Fitch (?) that if they determined it wasn't a warranty item, then I would have to pay an additional $1,000 to have it put back together and put in the vehicle.  Another detail never said to me until I complained and wrote a letter to the General Manager.    

With today's technology, instead of taking the engine out of the vehicle to look in the oil pan, there are camera's that could be used.   If they can use them for colonoscopys, they certainly can use them to check in the oil pan.  This would be alot less expensive to the customer.  According to [redacted], they do have them for looking into certain parts of the engine. Wouldn't it make sense to have them for this? 

Because Earnhardt was the Judge and Jury on this, I didn't see this ending with anything other than less money in my wallet and a warranty that was written on toilet paper.  

I feel I am owed a refund on the money I paid for their fishing expedition ($764.51) which also includes the replacement of a door handle they broke when it was in their possession.  They paid me for the part but not the install (I guess they thought it would magically install itself).

I am not satisfied with this response and feel once again that Tex Earnhardt's slogan of "That Ain't No Bull" rings false.   In this case, all I feel is I've gotten a bunch of "bull". 

Regards,

Dear [redacted]:This complaint was forwarded to me for handling as Mr. [redacted] purchased from my Department.  Although Mr. [redacted] is beyond the implied warranty period by several months, we have agreed to pay $1000 of his vehicle repair; he picked up the check today and is very happy with the...

outcome.  Mr. [redacted] will contact you to advise you that this complaint has been resolved to his satisfaction.Kindly contact me if you have any additional questions.  Thank you for bringing this matter to our attention so that we could address our customer's concerns.Best wishes:[redacted]Special Finance DirectorEarnhardt Auto Centers

Of course a big company would not care about one customer and would give a political response like they did so they dont look bad to the public but its far from the truth  I have phone calls of thier employees admitting thier fault in having pulled the credit to many times I have witnesses of how I was treated I have my damage credit to prove. Yes so easy for them to try to push the blame on someone else they submitted the applications multiple times as admitted by thier employee that is not standard procedure. And still avoid my wishes its to much to ask for my personal information back to destroy is it to much to ask for them to take the inquires off that they admitted to having over pulled. Understand I was thinking I was buying a new car the deal was done I signed and then they changed it what seemed to just try to make a profit they raised but then when I walked were all of a sudden ready to give me the original deal not only did I not get a new car but damaged credit. I dont think I'm asking for alot some compassion and custome service. What happened to helping and caring about the customer isn't that what drives business

Earnhardt Ford made only one inquiry into Ms. [redacted] credit and that was made after Ms. [redacted] signed a credit application authorizing the dealership to shop for a loan on her behalf.  The other inquiries, the precise number of which is unknown to the dealership, were made by the...

lenders to whom the application was submitted for financing for her purchase.  When Ms. [redacted] added her mother as a potential co-signer, the application was again submitted to potential financing companies, who likely made a second round of inquiries.  Requests for removal of those inquiries would need to be directed to those financing companies.  

Internet sources on the impact of concentrated inquiries on credit scores indicate that there is little, if any, impact on credit scores from multiple inquires for auto credit in brief period of time. 

Earnhardt Ford sincerely apologizes if its discussion of the credit available to Ms. [redacted] was perceived as impolite, however denies that any of its personnel were rude to Ms. [redacted] or her mother. 

Mary L[redacted]/General Counsel

We were trying to get a used/new car in our budget and we filled out all the paperwork online since we were in Tucson so that when we came up for our appointment on Saturday we could sign the paperwork and get the car. Now we were approved and ready and we told them what we wanted to keep our payment at and one man who called told my husband that we would not be able to get our first choice since it had too many miles. We looked again and the man told us to look around but that unless we wanted a new car there was no point in talking to him. He was very rude and would not give him name. It may have been one of the six e-mails or 14 phone calls we received all from different departments who clearly do not talk to each other. The service has been horrible and when we finally got to the point of not wanting to waste time driving up we called to cancel the appointment so we were not rude and we were told fine and when I tried to expand I was told to have a nice day and she hung up. I know Earnhardt has been around a long time but maybe they have out grown customer service because I found it very lacking.

Do not visit this dealership if you wish to have a trustworth positive experience with purchasing a vehicle. They told me every lie in the book to try and get me to purchase a vehicle from them. The day that I finally decided to make the purchase and we came to agreement on the terms they had me waiting on a shuttle to pick me up for 3 hours with no answer to my phone calls and then a call back saying they had sold the vehicle I was going in to purchase. Along with being very upset with having spent my day waiting they had very unprofessional things to say to me in repsonse to my obvious upset reaction to the news. Extemely unprofessional typical "used car salesman" experience. Take your business elsewhere!

Mr. [redacted]'s comments have been reviewed by management.  The dealership regrets that Mr. [redacted] is not satisfied with his experience, but, for the reasons previously explained,  its charges were appropriate. 

General Counsel

Mr. [redacted] gave express permission for his credit report to be accessed, at a minimum, when he signed the credit application. 
As previously has been explained, Mr. [redacted] and the dealership did not agree in writing to terms for the purchase/sale of the truck. The demand for reimbursement of unspecified "lost wages" is denied.   
Mary L[redacted]/General Counsel

Mr. [redacted] did not purchase the engine from Earnhardt Ford Sales Company (EFS).  EFS sold the engine to a garage in Northern Arizona.  Mr. [redacted] purchased the engine from the garage he had selected and had it installed at that garage.   

Ford...

Motor Company requires its dealers to determine the cause of failure before a warranty claim is submitted.  If a warrantable issue is discovered, Ford reimburses the tear down costs. 

The initial tear down revealed that  the engine oil had high concentrations of copper and silicon, likely attributable to dirt or gasket materials, indicating either that the engine may have  be contaminated by old parts that were not cleaned properly as part of the installation, or that the oil cooler may not have been replaced when the engine was replaced.  There was a question as to whether an oil cooler was provided with the new engine, which would have an impact on whether the engine malfunction was attributable to Ford Motor Company or to the Northern Arizona installer.

That issue was not resolved.   Mr. [redacted] instructed  EFS to stop its tear down investigation and reassemble the engine so the vehicle could be used for an event.

EFS' charges are proper. 

General Counsel

Ms. [redacted] financed the alarm and the vehicle theft registration product.  A refund for those products in the amount of $969.07 was sent to [redacted], the finance company for her vehicle purchase, by check no. [redacted] dated August 26, 2013.  The check was mailed to [redacted]...

[redacted].  

General Counsel

The dealership regrets that Mr. [redacted] is dissatisfied with its detailed response to his concerns.  The dealership understands that it fully has addressed those concerns.  Additionally, Mr. [redacted] has received and cashed the dealership's check for $320.  The dealership's check was sent in fulfillment of a proposal Mr. [redacted] accepted to resolve his concern.  The check clearly indicated that it was being sent as a goodwill resolution of the concern.  Mr. [redacted] cashed the check on April 20, 2015.  [redacted]General Counsel

I agreed to purchase the truck and was told it was a done deal and the paperwork was began on my behalf. I waited for a ride to pick me up for 5 hours before someone called to let me know it was sold. I never gave any permission for my credit to be ran and I would like to see that credit inquiry reversed and my lost wages refunded to me. I had committed to purchase this vehicle. The dealer agreed to terms the following day and that truck should have never been sold due to the agreement that was made. Most importantly. My credit should have never been ran without my permission. How many times was my credit ran? I need to be refunded for the wages I lost due to the inconsideration of this dealer ship. The vehicle should never of been shown after the agreement was made, my credit was run, and a ride from the dealership was set up by Ron "Q". I need these issues taken care of.