Maxwell Ford

I bought a car there on November 22nd and from the start I’ve had an issue with a tire going flat every couple of days and when I go 50 plus mph the tires seem to bounce excessively. So I took it in and they looked at it and they told me it was fine. I disagreed but they insisted it was fine. Well it got worse everyday so I took it to a shop near my house and lo and behold they found that the rear passenger tire was bent badly. I was extremely upset and I called them and they said to bring it in after insinuating that I might have bent the rim myself even though I told them about the tire the 2nd day I had the vehicle. So there I go for a 2nd time on a bad tire all the way to south Austin ( I live in Leander and it takes me at least 40 minutes to get there. When I get there they checked the tire and the service manager said they would need to get one from their warehouse and it would be ready by Wednesday. So I leave there with the donut tire which was just as bouncy and when I got on the road my tire pressure light came on because they didn’t put any air in the spare. It was at 20 psi! This is the second time they have sent me home and then I’ve checked the tires and they’ve been extremely low. The first time was when I bought the vehicle. If they go through a 171 point checklist I would think that the tires are on the list. So I call them on Wednesday and confirm that the tire is there and they tell me they haven’t ordered it because they were waiting for approval from the warehouse guy to replace it. Now I don’t know much about cars but if the service manager says I need a new rim why would he need approval from the warehouse manager. So I got very upset and told them that I wanted my rim replaced that day because it was the day before thanksgiving and I was going out of town and wasn’t gonna drive with the spare. Well wouldn’t you know that all of a sudden they found the rim in their inventory and I could have had it fixed Monday. So I went over there for the 3rd time in 2 weeks since I had bought the car and they stated that they had replaced the rim. Well I still felt the bouncing on the car and I figured they hadn’t balanced and rotated the tires so I figured I’d do it after thanksgiving. Well when I went to go look at the rim it was bent just not as badly. Looks like they tried to fix it and then just gave me the same rim after telling me that they had replaced it. Who does that?! Why would you jeopardize the safety of your customers like that?!
And what is worse than anything is that I had my son in that car and we could have wrecked because of that rim. I am beyond upset by now.
How dare you people at Maxwell Ford putting my sons and my life in jeopardy because you wouldn’t replace a rim that was clearly damaged before I bought it.
I will never buy a car at your establishment and I will make sure to tell anyone that will listen about what your people did.
I will be seeking legal counsel on this matter.
Please be careful about where you buy your next car.

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] ***

Complaint: [redacted] I am rejecting this response because: the sales representative never verbally mentioned the non refundable depositI signed the form to secure the vehicle in haste,my mistake as the dealership was closingIn a hurry I had to replace the debit card that I initially gave him with a second cardI felt as though I was under pressure because the dealership was closing Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The Insurance company will only pay for a timeframe that is reasonable, a max of daysTaking over two months is not considered reasonable for the work being doneFurthermore, the last contact I had with the body shop was that they 'found' a chip in the paint on the roof meaning the painting is not done and was not done in the two+ months they have had the vehicleThe reason for taking the car to the body shop was to have it repainted, we had went over issues of chips int he paint, which panels were affected, and it was clear that all these panels needed to be repaintedIt is unreasonable to 'find' more chips two months after they were given the car Regards, [redacted]

We are doing the best we can under the circumstances. The strip for the customers vehicle has been defective and has had to be reordered multiple times. The paint work is complete. Maxwell Ford has done everything possible to make this customer happy. We will not reimburse
the customer for any out of pocket expense. The customer needs to take any and all complaints to his insurance company

A check is in the process of being cut and sent to the customer

Initial problem still existed with second transmission and it is clearly stated that no applicable codes when first transmisson was diagnoses. The service rep that called said the transmission was a sealed transmission and there was not way to even check the fluid. I have done this my self its just not easy. Was also told that there we multiple codes for my transmission in 4th gear. Informed her it was only in during occasional down shifting. She said that they looked into it and 4 gear was starting to show color change in the gears which shows heat stress. Gave the go ahead with the job and as long as I could see proof that the work was needed when I picked my truck up. Was never able to see any proof that a new transmission was required.

Mr. [redacted],  My name is [redacted] and I am the new GM at Maxwell Ford.  I apologize you have not received your copies of the paperwork yet.  I will get the paperwork in a FedEx to you ASAP.  Is there an email address I can send the tracking number to? Thanks,  [redacted]

I apologize that this has happened.  I am having the sales person contact the customer today to get this issue resolved.  There is no excuse for this.

Mrs. [redacted],                 The vehicle in question for [redacted] is a 2003 Ford Expedition and unfortunately it’s in very poor condition due to the age and millage of the vehicle. We did a repair that the customer...

approved it involved replacing the positive battery cable harness and battery  because of excessive corrosion thru the assemble and  replaced the battery faulty. I have attached a copy of the repair order for the repair that was completed in addition to the know your vehicle report on the vehicle in question. She did invest the minimal  amount of money to get the vehicle running and that was ok, because the vehicle is not worth investing $5000.00 in repairs, it would be recommended to use that towards a new or used vehicle. The exterior / interior had a lot of damage, you may want her to supply you pictures of the vehicle in and out so you can under the condition.                 We were aware of the water intrusion, because after spending money for a repair we wanted to run it thru the complementary car wash. As our driver was driving the vehicle thru the car wash it began to leak at a fast rate thru the sunroof and we took it out of the car wash ASAP. We vacuumed the water out with our wet / dry vacuum and inspected why it was leaking. It was leaking because the sunroof drain pan drains were plugged with debris. We unplugged them at no charge to the customer and sent it to our detail department to finish cleaning the vehicle. We had to be very careful with the  vehicle because of several rips / tears in the interior. The oil that was found in the vehicle was coming from a Pennzoil bottle that was shoved under the seat. We do use or carry Pennzoil in our facility. We did our due diligent to make the best of a unfortunate situation and absorbed additional cost correction her sunroof, detailing her vehicle best as possible. I do not recommend investing any serious dollars in this vehicle due to its current condition. We do not feel any refund in due nor any other services owed. Thank you, [redacted] Service Director Maxwell Ford

Complaint: [redacted]
I am rejecting this response because: I have not heard back from the buisness
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the sales representative never verbally mentioned the non refundable deposit. I signed the form to secure the vehicle in haste,my mistake as the dealership was closing. In a hurry I had to replace the debit card that I initially gave him with a second card. I felt as though I was under pressure because the dealership was closing. 
Regards,
[redacted]

This customer has there paperwork and license plates.  [redacted] General Manager/Market Director Austin Maxwell Ford

I have asked my Finance Director to contact the customer to try and resolve some of these issues.  The maintenance plan the customer purchased is good at any Ford dealership.  There is no reason a Ford store would not accept the plan.  It's a Ford maintenance plan.  A Ford dealer...

is required to accept Ford Maintenance plans.   [redacted] General Manager/Market Director Austin Maxwell Ford

I have asked my Finance Director to contact the customer to try and resolve some of these issues.  The maintenance plan the customer purchased is good at any Ford dealership.  There is no reason a Ford store would not accept the plan.  It's a Ford maintenance plan.  A Ford dealer is required to accept Ford Maintenance plans.   [redacted] General Manager/Market Director Austin Maxwell Ford

Again all I can do is apologize that we didn't meet the customers expectations.  I will have our Used Vehicle Director, [redacted], reach out to this customer to make sure we have resolved the final issue.  Thank you for bringing these issues to my attention.

Revdex.com:
This situation has in terms of the requested material come to an end.
Regards,
[redacted]

To my knowledge, all issues have been resolved.  I apologize for the inconvenience.  We appreciate your business.

I'm having [redacted], service manager, contact this customer directly.  I apologize for the issue.

Our used vehicle director, Ike Haines will be in touch with the customer to resolve the issue.