Heartland Ford

I brought my truck in for warranty work on a howling rear endThe mechanic said my vent line was ripped out from excessive suspension travel, I took a look at the vent line which was now hanging by a PLASTIC clip from my frameWith the METAL fitting still attached to the free end, the threads on the fitting which secure it to the differential housing were not damagedThey voided my warranty the day after another [redacted] dealership fixed it under warranty because they believe the suspension travel ripped the METAL fitting out of the METAL differential without breaking the PLASTIC clip holding it to the frame, or without pulling the pressed on hose off the METAL fitting

Initial Business Response /* (1000, 5, 2014/06/18) */
I personally spoke to her and have also spoke to AMVICWe have done nothing wrong and the infoemation that was told to her by *** *** has been turned over to AMVIC
Thank you
We will not be doing anything in regards to cancelling or
refunding

Initial Business Response /* (1000, 5, 2014/02/11) */
We have sent *** an email and awaiting his responseIf no response we will proceed with AMVIC to rule on the situationWe stand firm in our position and have no problem having AMVIC rule in this situation
Final Consumer
Response /* (4200, 13, 2014/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** In an email dated Dec16TH I believe, it was clearly offered by my salesman to PURCHASE the vehicle for 1.99% for the 72mthterm, which is what I agreed toA copy of these emails have been forwarded to this office as well to AMVIC and my complaint also filed with Ford CanadaIn believing and trusting my salesman and being in a rush as I was to return to work up north the following day, I foolishly assumed the rate was what I was promisedThis dealership had no problem taking my $down payment on the spot, but I was told that I could not take the truck until the following week due to the way that they had to write up the deal with the next week incentives and make everything work out the way we agreedI received my truck days later still not completely ready for pick-upAfter being told to cease correspondence with the dealership by the manager after filing my initial complaint, I was contacted by the owner after that who said he would buy back the truckThis to me seemed like a quick fix for the dealership to make this bad deal go away and not to have to actually admit there was a mistake madeAs the truck itself was not the problem, but more the actual deal, that didn't to me seem to fix the problem of the misleading and not very clear sale practicesAll I have ever wanted was to simply have the interest rate that was offered to me in our email correspondence and agreed upon at time of purchase
Final Business Response /* (4000, 11, 2014/02/28) */
I understand but hope you can appreciate the client bought a truck over numerous negotiations for us to fit it in his budgetWe were able to get the payment and price to wear he wanted by using the programs at that date
The customer came in and signed all the paperwork and bank contracts that clearly state the interest rateThe client is now saying that the rate is higher then he thought but would settle for a command startA complaint was filed with AMVIC and we are fully cooperative in any decision they make and are confident that we have done everything properly

Initial Business Response /* (1000, 5, 2016/01/25) */
Contact Name and Title: Griff J***- Sales Mgr
Contact Phone: ***
Contact Email: ***
My sincerest apologies for this issue not being handled for you soonerThe original Sales Manager that was
handling this is no longer with us, and we were under the understanding that this was already looked after
We will forward the funds to Ford today
Thanks
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is acceptable

Initial Business Response /* (1000, 9, 2015/03/19) */
My name is *** ***, and I am one of the Sales Managers at Heartland Ford
Please accept my apologies for not getting this information back to you soonerI personally contacted the customer and looked after him directly a couple
weeks agoWe ended up giving him a new set of wheel locks for his car
Feel free to email or call me directly should you require any additional information
Thanks so much

I just purchased a 2016 Ford Explorer from Steve at Heartland Ford. It has been a very positive experience. Shelly and Cassie in the purchase finance department were very professional and very well informed. As an old Welcome Ford customer I am glad to be back with our local Ford dealership. The new dealership is beautiful and I look forward to being a long term customer.

There are three components to Mr. [redacted]'s complaint which I am confused about:
1.) He states in his complaint that he didn't have any warranty.
Response- I have attached a word document that was copied and pasted right from the [redacted] Service website, which is vin specific to his...

truck. It very clearly states that he has an extended service program on the truck he purchased from us and signed for the deductible. Please refer to the attached.2.) [redacted] asked him to pay $100 to fix the problem he was speaking about.
Response- [redacted] asked Mr. [redacted] for $100 to cover the deductible on his warranty. If there wasn't any warranty on the truck, the bill would have been substantially more money. Please also refer to the attached document where it shows the $100 deductible.
3.) He states he was promised a second key for his vehicle.
Response- If this was really an issue, why is it coming up 6 months later? If a vehicle comes in with 3 keys on trade, we will turn over all 3 to the next buyer. If it comes in with just one, we turn over 1.
We are not prepared to give back the warranty money, as he has clearly used it already. We are not prepared to reimburse him for the $100 deductible for his warranty, and finally, we will not be cutting Mr. [redacted] another key for his truck.
 
 
To address these items in order:

Initial Business Response /* (1000, 5, 2014/08/05) */
This has already been handled

I brought my truck in for warranty work on a howling rear end. The mechanic said my vent line was ripped out from excessive suspension travel, I took a look at the vent line which was now hanging by a PLASTIC clip from my frame. With the METAL fitting still attached to the free end, the threads on the fitting which secure it to the differential housing were not damaged. They voided my warranty the day after another [redacted] dealership fixed it under warranty because they believe the suspension travel ripped the METAL fitting out of the METAL differential without breaking the PLASTIC clip holding it to the frame, or without pulling the pressed on hose off the METAL fitting.