Lithia Ford of Klamath Falls

This customer was into our service facility for issues with the vehicle We contacted Ford and followed their repair and workshop manuals as well as contacted Ford engineers for each diagnosis and repair attempt She contacted Ford Corporate not Lithia Corporate for a buy back request as this is a case for Ford not us on a dealership level All the documentation requested from Ford for buy back review was submitted per their request Ford contacted the customer and closed the case on 8/1/denying the customers request for a buy back This is and has been out of the dealerships hands for quite sometime as once a buy back is requested, everything is turned over to Ford for them to make their decision The dealership or Lithia cannot make "the call" on a Lemon Law, this must go thru the manufacturerThank you

Complaint: ***I am rejecting this response because:
The letter I read is full of untruthfulness the only reason that truck was left there was to be fixed like the sales guy agreed tosorry your shop guys didnt do what they say they did so I took to diff shop got there opinion an facts that were plane as day what the problem was you could see it with your own eyes didnt need an alinement machine for thatplus the othere issues that were suppose to be a dressedAn for contacting me is *** *** your letter states my phone just rings no way to leave voice mail thats *** *** too *** *** *** call it Revdex.com its has voice mail always has an for the money part I gave a check of over so *** no im not excepting an if the truck I bought was fixed like agreed I wouldnt have to be renting this other service truck when I own on but no one can seem ti fix what was agreed on I still have the text saved in my phone from sales guy Also if when all this became a problem like after the first month an the truck I bought wasnt fixed an I asked for the money back witch is in text too I wouldnt of lost big jobs an nor would of I had to rent a service truck an loose that amount every month when I should of been driving the one I bought so if you dont think what little im asking isnt fair then maybe all my phone records the the text an print out from other shop an rent reciepts an contract jobs lost should be handled by my attorney an the Revdex.com
Sincerely,*** ***

Complaint: [redacted]I am rejecting this response because:  No resolution on this case has been made. I didn't see your previous email until now Sincerely,[redacted]

Hi, this deal has been a little bit of a mess. The customer purchased this utility truck from our fresh tradeline and was sold "as is." We brought it in for a basic safety inspect and an alignment (according to thesalesperson, this was all the customer wanted and he knew he was buying this...

discounted because itwas out back and "as is"). The customer left it here for several weeks and eventually picked it up. Helater came in with a list of things that [redacted] said he should have fixed with front end issues. Iagreed to have the components on the [redacted] invoice fixed. We had the vehicle for a while to fixthis.One of the biggest issues has been that when service calls this customer he never answers and doesn'tget back to us for extended periods of time. At some point he comes back and lets us know that wehaven't fixed everything. This is creating issues, because we sold this "as is" and the customer keepscoming back to have additional Items fixed. I meet with him and he pointed out other things he wantedfixed. I told him this information and he stated that his salesperson said one of the benefits of buyingfrom us versus going to an equipment auction was that our vehicles go through the shop. This happenedin the beginning of the transaction and later when he was negotiating price he said all that he wanteddone was the alignment. Because of this, management thought we were only doing basic safety andalignment. His argument was that the salesperson implied everything would be fixed in the shop. Ithought about this and sided on the customer's side. Because of this car deal, I have started puttingeverything in writing that the customer wants fixed on cars that are purchased before they go throughthe shop to avoid confusion.We have now fixed all of the additional items that the customer wanted fixed after the fact. My servicedepartment has called multiple times without any answer or correspondence from the customer.As of OMV issues we have corrected this and they have issued a title in his name as of 6/24/2016 and heshould receive any day.I feel that the customer had high expectations of an "as is" truck that he bought from the back of thedealership for $6500. However, every time that this customer came in with complaints we have agreedto take care of them. These have taken some time; however I feel the customer's long gaps in
communication and failing to respond to phone call attempts have created the extreme length of timeas well.If the customer would like us to purchase his truck back for the $6500, I will do this. However, I am notcovering any additional money he is seeking. I have invested all of the money to fix all issues brought tomy attention.Sincerely,Luke D[redacted]General Sales ManagerLithia Ford of Klamath Falls[redacted]@lithia.com
RE: [redacted]He purchased his vehicle on February 13, 2016.*On 03/10/2016 a delay letter was mailed out.*We mailed everything to the DMV and they (DMV) received it on 03/14/2016.*On 05/25/2016 the DMV malled a "Missing Requirement Request" form to our CorporateOffice in Medford.*We retrieved all needed documents and mailed back to DMV on 06/09/2016*DMV received documents on 06/10/2016*DMV issued a title in his name on 06/24/2016

Dear Revdex.com,I was told by [redacted] that he was going to reverse his complaint. We did forget to get his plates to himoriginally. We found them and got them to the customer the day Mr. [redacted] made the complaint.Mr. [redacted] Is working with BMW financial currently. We showed him the check that...

was cut to BMW financialwith in the normal time frame and that they had cashed the check.Apparently, BMW Financial received the payoff but continued to count his loan as delinquent. The customer isworking with the bank to reverse the damage caused by their error.I apologize that this response is late. I was under the impression that this complaint had been reversed by thecustomer Mr. [redacted]. We have been in contact with him since this complaint and he is happy with ourdealership and has apologized several times.Sincerely,
Luke D[redacted]General Sales ManagerLithia Ford of Klamath Falls[redacted]@lithia.com

This customer was into our service facility for issues with the vehicle.  We contacted Ford and followed their repair and workshop manuals as well as contacted Ford engineers for each diagnosis and repair attempt.  She contacted Ford Corporate not Lithia Corporate for a buy back...

request as this is a case for Ford not us on a dealership level.  All the documentation requested from Ford for buy back review was submitted per their request.  Ford contacted the customer and closed the case on 8/1/2016 denying the customers request for a buy back.  This is and has been out of the dealerships hands for quite sometime as once a buy back is requested, everything is turned over to Ford for them to make their decision.  The dealership or Lithia cannot make "the call" on a Lemon Law, this must go thru the manufacturer. Thank you.