Mullinax Ford

RE: [redacted] File# [redacted] PBox 11519Olympia, WA 98508360-352-9300www.mullinaxford.comMay25, 2016Mullinax Ford of Olympia has responded to Mr [redacted] 's original complaint in which we stated thefacts surrounding this complaintWhen Mullinax Ford of Olympia presented Mr [redacted] with thecontact information to All Star Ford for resolution to his concerns, Mr [redacted] refused to contactthem and ever since Mr [redacted] has been trying to hold Mullinax Ford of Olympia responsible for avehicle purchase transaction, repairs and warranty liabilities that we have never been involved with nordo we have the ability to resolve.We have no other comments for this complaint other than what was addressed in our original Revdex.comresponse, Mr [redacted] will need to direct his concerns and his complaint to the only companies thathave the ability to resolve them which are listed below.All Star Ford LLCAttn: Mark V***SE I 17th AveSuite 100Vancouver, W A 98683DSI (Dealer Services International)WArtesia BLVD.Compton, CA 90220Once again Mullinax Ford of Olympia is requesting that this fraudulent complaint be stricken from ourfile.Sincerely,Kevin N [redacted] rGeneral ManagerMullinax Ford of Olympia(360) 943-[redacted] @mullinaxford.com

We completely understand Mr [redacted] frustration in reading his complaint and we have tried to assist to help resolve his concern where we couldThe statement in Mr [redacted] complaint "We purchased a new truck upon which they put a lift" & "So, the vehicle was sold to us as new represented as being 100% under warranty" is not true as it is directed against usMullinax Ford of Olympia did not sell Mr [redacted] his F-Mr [redacted] purchased this vehicle from All Star Ford on May 12, All Star Ford contracted DSI (Dealer Services International) to install the suspension lift before Mr [redacted] purchased itMullinax Ford of Olympia was not involved with the purchase or the installation of the suspension liftMr [redacted] did review with our sales staff the possibility of trading in his F-to Mullinax Ford of OlympiaIn which Mr [redacted] was offered fair market value for his vehicle as a trade, but he declinedMr [redacted] felt that Mullinax Ford of Olympia should be responsible for absorbing the negative equity in his vehicle or give him the full original purchase price for the F-as trade value and if not, threatened to go to Revdex.com and the Attorney General's office against usAt this point Mr [redacted] was advised and given the contact information to All Star Ford (as the business still exists to handle their liabilities) to resolve his demands with the value of the vehicle or any unresolved brake repair concernsThe only other involvement Mullinax Ford of Olympia has had with Mr [redacted] was to assist him with getting his brake concern resolvedMullinax Ford of Olympia contacted the installer of the suspension lift DSIWe put the DSI representative in direct contact with both Mr [redacted] and [redacted] Auto Center to resolve the brake line concern on his vehicleAs of April 29, we were called by [redacted] Auto Center and told that Mr [redacted] vehicle was repaired and that DSI was paying for the brake line repairs in fullMr [redacted] also mentioned in his complaint that "this is the third time this truck has had to go in for repairs associated with the lift"To date Mullinax Ford of Olympia has never serviced Mr [redacted] F-for any vehicle repairsSo I am respectfully requesting that this fraudulent complaint against Mullinax Ford of Olympia's be removed from our file and redirected to the two correct and only companies that can effectively resolve [redacted] concernsFirst there is All Star Ford LLC that originally sold the vehicle to [redacted] and the second would be the installer of the suspension lift DSI (Dealer Services International)I have listed below the two companies with addresses and contacts that are involved with [redacted] purchase and installation of the suspension lift [redacted]

In response to this complaint, below is a list of the basic information surrounding the purchase, time frame/miles of clutch failure and our response to the customer: • The Mustang was purchased September 10, with an odometer reading of 89,milesOn November 1, the Mustang was towed into Mullinax Ford of Olympia with an odometer reading of 1, • At the time of purchase the Mustang perf01med and drove out fine with no signs of any clutch concernsOn the date of the clutch failure November 1, 2016, the Mustang had been driven a total of 2,miles • During the day of the purchase you r son's father was with him the entire time, everyone was aware that your son had never driven a clutch before, but their decision was to still pu rchase the Mustang and after the purchase the father drove the vehicle home • Yes, your son did pu rchase an "extended Service Conh·act" which service contracts are for mechanical failures only and unfortunately will cover wear items like a clutch Itis unfortunate that the clutch failed and although Mullinax Ford of Olympia was not obligated to assist in any manor, Mu llinax Ford of Olympia did elect to still offer as "Good Will" assistance for your sonHe was offered a substantia lly reduced price for the clutch repairs from $1,down to $ We are truly sorry you and or your son feel that this is not adequate, but in reviewing this, Mullinax Ford of Olympia 's offer for "Good Will" was more than fair considering the circumstances Sincerely, Kevin N [redacted] General Manager Mullinax Ford of Olympia (360) 943- [redacted] ***

Complaint: ***I am rejecting this response because:
This business, Mullinax Ford of Olympia/Lacey, did not make a proposal for solving my complaint Instead, they rejected any form of solution blaming others for deficiencies Requests to Mullinax for assistance to correct the vehicle safety malfunction were ignored in favor of blame aimed at All Star Ford and others Recognizing Mullinax misdirection, *** Auto Sales in Shelton, WA treated us respectfully and professionally
This matter arose because of a failed brake line In an attempt to have it repaired, I was given conflicting messages regarding purchased warranties (when we purchase the Ford F-new, we bought additional "wrap" coverage In the end I was told by Mullinax all warranties were void due to a lift they installed when new Our Ford F-was still under the original manufacturers warranty, yet Mullinax refused to help with repairs, insisting (as a Ford dealer) they had no responsibility (because Mullinax "purchased All-Star Ford assets, not liabilities") I was repeatedly told they did not sell me the truck and had no records regarding my purchase, yet they continue to send me emails encouraging me to buy a new vehicle from them as it had been two years since our original purchase with them I simply wanted my truck fixed under warranty, which Mullinax assured me it would be, but once towed to the shop, all warranties were suddenly void It was only after repeated calls and visits to their showroom that they were willing to give contact information of other dealers and vendors, while still maintaining they were not required to do anything I suggested that I should be able to bring my truck to any Ford dealership for repair under warranty, to which they agreed but then proceeded to deflect responsibility To date, Mullinax insists warranties (the original manufacturer warranty and two other warranties I purchased for nearly $5,000) are void
While is is true that I was willing to trade my truck for a newer model because of the brake problem, Mullinax would only do so by adding negative equity, increasing the length of the loan, and only on one specific color and vehicle model chosen by Mullinax So in reality, Mullinax wanted to force us to absorb negative equity created, in part, by safety deficiencies and loss of warranties while at the same time clearing a specific vehicle off their lot which they have been unable to sell We also asked for them to buy the vehicle back, but only if they did not repair the truck and provide us with assurance that purchased warranties would be honored Mullinax would not agree to honor the factory warranty or assist in any way the use of the additional "wrap" warranty The vehicle was ultimately repaired, but only after we agreed to pay the cost and because *** Auto Sales (third party) agreed to help as they were good businessmen and women (as well as standing behind a Ford vehicle) Unfortunately, because of extended delays, we were forced to buy another vehicle causing added hardship
Lastly, Mullinax claims they have no record of the sale or maintenance of my truck yet we have records of the sale, service by them, and (as stated above) emails requesting us to consider buying another Ford from them at the two year anniversary from the original purchase If they have no records as they claim , how do they know to solicit another sale from me as two years have passed
This entire matter could have been avoided if Mullinax Ford had simply agreed to fix a warrantied Ford truck (regardless of point of sale)Once Ford towed the truck away under the guise of warranty coverage, they refused the repair telling us that at 25,miles we had no warranty Our complaint was no longer only about failure to fix brakes, but also about Ford selling new modified unwarrantied vehicles and Mullinax misleading statements and misrepresentation of the circumstance.I strongly suggest that any prospective buyer avoid Mullinax dealerships While they are very happy to sell you a vehicle and press you to buy additional warranties, the will refuse to stand behind the Ford name, will not honor warranties, and will threaten you with a "team of lawyers" if you complain They will portray themselves as doing everything in their power to help once you do complain, but in reality they've do nothing at all, call you a liar, while at the same time blame and deflect all negativity toward others.Sincerely,*** ***

RE: [redacted]File# [redacted]P. 0. Box 11519Olympia, WA 98508360-352-9300www.mullinaxford.comMay25, 2016Mullinax Ford of Olympia has responded to Mr. [redacted]'s original complaint in which we stated thefacts surrounding this complaint. When Mullinax Ford of Olympia presented Mr. [redacted] with thecontact information to All Star Ford for resolution to his concerns, Mr. [redacted] refused to contactthem and ever since Mr. [redacted] has been trying to hold Mullinax Ford of Olympia responsible for avehicle purchase transaction, repairs and warranty liabilities that we have never been involved with nordo we have the ability to resolve.We have no other comments for this complaint other than what was addressed in our original Revdex.comresponse, Mr. [redacted] will need to direct his concerns and his complaint to the only companies thathave the ability to resolve them which are listed below.All Star Ford LLCAttn: Mark V[redacted]606 SE I 17th Ave. Suite 100Vancouver, W A 98683DSI (Dealer Services International)400 W. Artesia BLVD.Compton, CA 90220Once again Mullinax Ford of Olympia is requesting that this fraudulent complaint be stricken from ourfile.Sincerely,Kevin N[redacted]rGeneral ManagerMullinax Ford of Olympia(360) 943-9300[redacted]@mullinaxford.com

In response to this complaint, below is a list of the basic information surrounding the purchase, time frame/miles of clutch failure and our response to the customer:
•     The 2005 Mustang was purchased September 10, 2016 with an odometer reading of 89,693 miles. On November 1,...

2016 the Mustang was towed into Mullinax Ford of Olympia with an odometer reading of 9 1,847.
•     At the time of purchase the 2005 Mustang perf01med and drove out fine with no signs of any clutch concerns. On the date of the clutch failure November 1, 2016, the Mustang had been driven a total of 2,213 miles.
•     During the day of the purchase you r son's father was with him the entire time, everyone was aware that your son had never driven a clutch before, but their decision was to still pu rchase the Mustang and after the purchase the father drove the vehicle home.
•     Yes, your son did pu rchase an "extended Service Conh·act" which service contracts are for mechanical failures only and unfortunately will cover wear items like a clutch.
Itis unfortunate that the clutch failed and although Mullinax Ford of Olympia was not obligated to assist in any manor, Mu llinax Ford of Olympia did elect to still offer as "Good Will" assistance for your son. He was offered a substantia lly reduced price for the clutch repairs from $1,800 down to $950.
We are truly sorry you and or your son feel that this is not adequate, but in reviewing this, Mullinax Ford of Olympia 's offer for "Good Will" was more than fair considering the circumstances.
 
Sincerely,
Kevin N[redacted]
General Manager
Mullinax Ford of Olympia
(360) 943-9300
[redacted]

We completely understand Mr. [redacted] frustration in reading his complaint and we have tried to assist to help resolve his concern where we could. The statement in Mr. [redacted] complaint "We purchased a new truck upon which they put a lift" & "So, the vehicle was sold to us as new...

represented as being 100% under warranty" is not true as it is directed against us. Mullinax Ford of Olympia did not sell Mr. [redacted] his 2013 F-150. Mr. [redacted] purchased this vehicle from All Star Ford on May 12, 2014. All Star Ford contracted DSI (Dealer Services International) to install the suspension lift before Mr. [redacted] purchased it. Mullinax Ford of Olympia was not involved with the purchase or the installation of the suspension lift. Mr. [redacted] did review with our sales staff the possibility of trading in his 2013 F-150 to Mullinax Ford of Olympia. In which Mr. [redacted] was offered fair market value for his vehicle as a trade, but he declined. Mr. [redacted] felt that Mullinax Ford of Olympia should be responsible for absorbing the negative equity in his vehicle or give him the full original purchase price for the 2013 F-150 as trade value and if not, threatened to go to Revdex.com and the Attorney General's office against us. At this point Mr. [redacted] was advised and given the contact information to All Star Ford (as the business still exists to handle their liabilities) to resolve his demands with the value of the vehicle or any unresolved brake repair concerns. The only other involvement Mullinax Ford of Olympia has had with Mr. [redacted] was to assist him with getting his brake concern resolved. Mullinax Ford of Olympia contacted the installer of the suspension lift DSI. We put the DSI representative in direct contact with both Mr. [redacted] and [redacted] Auto Center to resolve the brake line concern on his vehicle. As of April 29, 2016 we were called by [redacted] Auto Center and told that Mr. [redacted] vehicle was repaired and that DSI was paying for the brake line repairs in full. Mr. [redacted] also mentioned in his complaint that "this is the third time this truck has had to go in for repairs associated with the lift". To date Mullinax Ford of Olympia has never serviced Mr. [redacted] 2013 F-150 for any vehicle repairs. So I am respectfully requesting that this fraudulent complaint against Mullinax Ford of Olympia's be removed from our file and redirected to the two correct and only companies that can effectively resolve  [redacted] concerns. First there is All Star Ford LLC that originally sold the vehicle to [redacted] and the second would be the installer of the suspension lift DSI (Dealer Services International). I have listed below the two companies with addresses and contacts that are involved with [redacted] purchase and installation of the suspension lift.
[redacted]