Peoria Ford

Yes, Mr. R[redacted] did drop off his vehicle for work and was unable to pick it up when originally scheduled and asked that it be left outside of the secured service holding lot so he could come by over the 4th of July weeked to pick it up.  When he did come by on Saturday, the 4th of July he...

expressed that he thought the vehicle looked as through someone had attempted to break into it.  Our Controller was on site that day and attended to Mr. R[redacted] personally.  Our Controller and Mr. R[redacted] walked around the vehicle (it had a license plate on it at that time) and Mr. R[redacted] showed our Controller some very slight damage at the top of the door frame and hood of the car.  Mr. R[redacted] indicated that nothing had been taken from inside the vehicle, so it did not appear that access had actually been made.  Our Controller advised Mr. R[redacted] that if he wanted to file a claim, his insurance company would be primary, and any secondary coverage (if applicable) would fall back to Peoria Ford.  Mr. R[redacted] told our Controller that he didn't feel as though he should be held responsible for damage done to his car while in our posession.  Our Controller advised that first the insurance situation is just a matter of policy and second that it was not even definitive that the damage occured on Peoria Ford property (so slight that if someone was not looking for it, it would probably not have even been noticed).  Our Controller advised Mr. R[redacted] that he would both have video reviewed to see if there was any break-in attempted and secondly offered Mr. R[redacted] discounted paintless dent repair through one of our vendors if he wanted to take advantage of that option.  Mr. R[redacted] seemed amiable to this and left his contact info with our Controller for future follow-up.After the weekend, our Controller had the video surveillance reviewed and found no evidence of tampering.  Our Controller advised Mr. R[redacted] of this finding and Mr. R[redacted] was upset and unhappy with this.  Mr. R[redacted] subsequently contacted the Peoria Police Department to file a report.  The police contacted Peoria Ford and we advised them as outlined above.  They noted in their report and closed the report without action.In closing, if Mr. R[redacted] had wanted to find a reasonable solution to this situation, we would have worked with him.  He instead has tried to escalate this to whoever will listen in an attempt to have Peoria Ford pay for something that we are not responsible for.If he would like for us to have a paintless dent repair vendor provide him an estimate, we will be happy to coordinate that.  Otherwise, we have nothing additional to offer.Please refer any additional communications on this matter to [redacted] or [redacted]

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 was never notified that my income could not be verified. At the time I only had my first check on me (since I was not prepared to walk out with a car but was only looking at the time I walked in) which it was only for 2 weeks and before I received my raise. I offered to fax over my newest checks and was told I was fine and did not need to. Every conversation regarding financing was for more down or a co-signer due to the negative equity on my trade. I was told if it wasn't for my trade I would have the new car no problem, not once was my incoming needing to be verified brought up. Having said that if my income and credit were an issue I don't think I would have been able to turn around and go to another dealership and get a car, even with the hit to my credit by Peoria Ford,....10 times. Anytime after 3 was overkill and they knew I was not going to be approved.

Regards,

Dear Ms. [redacted] On behalf of Peoria Ford, I do apologize for the actions of Mr. D[redacted].  While commissioned sales people are encouraged (and should be self-motivated) to make phone calls and set appointments, that is no excuse for deliberately ignoring your request to be placed...

on the DNC list. I hope you will accept our delayed apology. Sincerely, Pat H[redacted]

Dear Revdex.com,

Mr. C[redacted] is not unfounded in his frustration with his situation.  I sincerely apologize for our poor communication.  Upon learning of this issue, I had some research done and found the following:

Mr. C[redacted] did in...

fact purchase the MPP coverage he referenced.  Unfortunately, the Finance & Insurance representative he coordinated his purchase with (who is no longer employed with us) failed to remit the paperwork to the administrative office for processing.  Upon later identifying that we had money in-house without an offsetting cost, we were able to track back the receipt to Mr. C[redacted]'s purchase.  After doing so, we searched internally for Mr. C[redacted]s paperwork, found it and remitted it to MPP.  We verified this morning that they had input the contract into their system on 4/6/16, with coverage back to 11/20/2015.

A voice-mail has been left with Mr. C[redacted] asking him to call us back so we can advise him of the same.

I thank Mr. C[redacted] for his business and apologize again for our poor communication.

Sincerely,

Pat H[redacted]

[redacted] Customer was taken out of all CRM.  Customer contacted dealership several ways so it took time to remove.  Customer was apologized to and given managers direct phone number to follow up with if it happens again.complaint closed

I had one of the worst experiences in car buying in my life here and I didn't even end up purchasing a car. If I could rate this a zero I would. I read the yelp reviews before I came here and decided to give it the benefit of the doubt and I wish I would have listened to the reviews stated, DO NOT WASTE YOUR TIME WITH THIS PLACE. I inquired about a used car I found online and was contacted within a few hours by an online sales agent, we corresponded back and forth about the car I was interested in. I gave him all of my information and let him know that I was driving two hours from out of town to meet with him so I wanted to make sure I had everything right before I left because I wanted to drive home with the car. We set an appointment for noon the next day. He followed up with a phone call to confirm the appointment and I got an additional call from the sales manager to confirm the time I was going to be there so he could spend that time block taking care of me. I got up in the morning drove to my appointment, showed up 10 minutes early ready to get started. I was greeted by another salesman who paged the individual I was supposed to meet with, waited about 5 minutes and he still wasn't there. I follow-up and was told that Micheal, who I was supposed to meet with was off today. Already frustrated I explained that he had all of my information and I confirmed the appointment with him yesterday. They sent me to another salesman who was friendly and I recapped him on what I spoke with Micheal about online. He told me he knew the car I was talking about and would get my appraisal ready for the trade-in. We drove it around and he took some additional information we then went back inside to get the keys to the new car I was interested in. A few minutes later he came out and told me I was going to hate him but the car I was interested in went to auction this morning. He was very understanding, and said he was sorry and offered to show me another car. I was only interested in this car and drove from out of town to see it so naturally I was extremely frustrated at this point and I wanted to speak to a manager to tell him about my experience. First off, I was disappointed that he did not take it upon himself to come out and apologize initially. Doug was the manager that I spoke with. I have never met a less accountable, condescending, non-empathetic manager in my life. I work as a manager in customer service; I understand the way in which a customer should be treated when my company has made a mistake. All I needed was accountably for the mistake and a genuine sincere apology; I did not get any of that. I explained to him in a very calm way that I had an appointment to see a specific car with a sales manager. The individual I had the appointment with was not here today and the car I drove two hours to see was no longer here. He looked at me and explained that it was third party and there was nothing they could do to prevent this from happening. He said it's unfortunate for our customers that travel but it's "the way it is". While laughing lightly, he tried explaining to me that it's the same if the car sells before I get there and there is nothing they can do to prevent that either. I said I understand if the car sells, however what is your role in ensuring if someone has an appointment to see a car checking to see if the car is still available before the customer comes in and he said there isn't a process. He also asked why I didn't call this morning to check. I said I had a verified appointment for today why would I have to call again. Wouldn't it be your job as a manager to call me knowing the car wasn't on your lot this morning and save me the drive? He just looked at me again and said it's just the way it is. He did not apologize on behalf of the company nor did he seem remorseful at all. If you want to have a great car buying experience where the company cares about their customers my only advice to you it, don’t go here. Thanks for reading!

Dear Ms B[redacted],

Thank you for your inquiry.  Understanding that we might not remember things almost a year ago as if they occured yesterday, I had the file pulled and took some time to review it before responding.

 

Upon reviewing your...

file, I found that you and your co-buyer (Margaret) did in fact sign acknowledgements several time representing your purchase of additional value-added coverages.  These were identified on your purchase order, retail installment contract and the Accept/Decline form we use to summarize which coverages a customer has selected and declined (ideal for circumstances just like this where claims are made that products or services were included unknown by the buyer).

 

I am sorry you felt as though you were taken advantage of or sold something you did not agree to.  It is obvious from your complaint that you are unhappy with the vehicle and the circumstances.  If you would like, I would be happy to facilitate your trading out of that vehicle into one that works better for you.

 

Please let me know if I can be of assistance.

 

Sincerely,

 

Pat H[redacted]

This complaint is regarding normal business practices of any dealership.  Mr. [redacted] came in with a pre-approval, with a high rate of interest.  Peoria ford explained throughout the process that Peoria Ford would attempt to get Mr. [redacted] a better interest rate and submit his application...

to other banks.  It is standard practice to submit an application to several institutions for approval, especially in poor credit situations.  We apologized to Mr. [redacted], explained the process, and reiterated what our process is.  The few inquiries that were done should have No impact on his credit score.[redacted]General Manager

After having reviewed Mr. [redacted]’s complaint, we pulled his file and found that he did in fact purchase a 72 months / 75,000 mile service contract.  It appears that the contract was initially input into the system in error as 36 months / 36,000 miles.  The next day the error was noticed...

and it was adjusted to reflect the 72/75,000 contract.  I have attached a confirmation that the contract is currently in-force and is the correct term.

 

While we unfortunately can’t fix the initial issues [redacted] had regarding a spare tire and lock, we would be willing to extend him a $100.00 one-time credit for an oil change for his truck as a gesture of goodwill and to let him know we do want to be his dealer of choice.

 

Please let me know if [redacted] finds this offer of resolution acceptable.

 

Sincerely,

 

 [redacted]

Controller

Peoria Ford | [redacted]

Tel: ###-###-#### | Cell: ###-###-#### | Email: [redacted]

Calling customer to inform him that price will be honored.  The wrong stock number was inputed on [redacted] aadvertisement and the mustang listed was a limited edition vehicle.Stating tha, Peoria ford will honor the terms and price posted.[redacted]General Manager

they are truly scam outfit They sold me a new car ON ITS WAY from Detroit With $5000 down 32 days later no car all they did was try to sell me other vehicles like the one I was waiting for< I knew something was wrong I went in ,where is my car ,DON'T Know pick out another, we could not work out a deal,so I asked for my $5000 back, It took about 1.5 hrs. to get it.... Now they call me every week asking if I am still interested in another vehicle all though I told them I purchased it some were else and saved $7500 I have asked they NOT to Call me anymore OR I would notify Revdex.com But they already have plenty of complaints I am just 1 more telling the truth

All was well with our sales man...then we were sent to financing. After listening to his pitch for additional warranties for our new used vehicle (20 minutes of non-stop talking about how our current warranty was basically worthless!!), We told him over and over again no....we did not want to purchase any more additional warranties. He said he felt bad for keeping us so long and would "give" us the dent removal and tire protection for our time. Then he said it would not change our "payment" a bit. When asked if it would change the bottom line for the "free" item he was "giving" us, he said well yea...but only $1200...But I can buy down the points for your interest rate and your payment won't go up a bit....what??!! if we had not asked what the final bottom line was, he would charged us an additional $1,200 for what he was "giving" us for "free"!! Unbelievable how sneaky they are...and we found out they pulled the same thing on our parents, who bought a brand new car!

The vehicle was brought back in and the alignment was re-done.  The steering wheel was off center, and needed an adjustment.  Customer appeared happy on the return of his vehicle and we have not heard any more issue regarding this.  Please let us know if there is anything else...

needed

 

Patrick H[redacted]

General Manager

Mr. [redacted] complaint is unfounded towards Peoria Ford.  Mr. [redacted] had an accident with his vehicle that he had repaired at a bodyshop.  He then brought his vehicle to Peoria Ford stating he had some stalling issues.  During his conversation with the service manager Mr. [redacted]...

stated the stalling issues caused the accident.  That information was forwarded to FORD.  SInce Mr. [redacted] stated an accident was caused by a product issue it was forwarded to FORDS general counsel.  Mr. [redacted] then recanted his statement of it causing the accident, but at this point FORD has already turned it over to their general counsel.  Ford instructed Peoria Ford to do nothing on the car till they inform Peoria Ford to do so.  Peoria Ford has communicated this to Mr. [redacted] and his attorney.  Mr. [redacted]'s attorney called and instructed us to have his car ready by a 5p pick up, which Peoria Ford did, but Mr. [redacted] did not show up. Peoria Ford suggested if Mr. [redacted] did not like the answers Peoria Ford was giving him, he was able to go to any other Ford dealer in town to verify that the information given was correct.  SInce Mr [redacted] claimed it was a product malfuction that caused an accident FORD and its general counsel are now directly involved.  Peoria Ford or any other ford franchise can not do warranty work on his vehicle, until FORD genral counsel says they can.  Mr. [redacted] was clearly made aware of this and unfortunaly there are no other alternatives at this point.  Peoria Ford, as any other franchise ford dealer, can only complete warranty work when FORD authorizes it.  Mr [redacted] and his attorney were given all the contacts at ford to pursue this issue.  There is nothing furthur Peoria Ford can do to handle Mr. [redacted]'s claim until he contacts Ford.
Patrick H[redacted]
General Manager

May 28, 2106

 

 

Re: 2015 Escape

 

 

 

Mr. [redacted],

 

I can appreciate how your view of your purchase was not correct.  I apologize you feel that the transaction was not what you understood it to be.  However, your Lease agreement that you signed clearly defined all the terms within it,  You stated in your complaint that the Finance Manager disclosed to you it was a lease.  It’s hard to claim that fraud occurred while all lease was disclosed.  Its also very difficult to go back and reconstruct the deal almost a year later.  The video you requested of the transaction is no longer available because the videos are overwritten in approx. 45-60 days due to the storage space needed for video and amount of transactions we do.  There are some options we do have for you: 1. Re-finance the vehicle, which we would help get the lowest rate possible, at what we get as a large dealer  2. Trade the vehicle in, the dealer give you over-market value for the trade and sell you a new car at an employee type scenario.  Again, I apologize you feel the transaction was not what you thought.   The vast amount of time that has passed only allows me the options that we have presented.  Please let me know how you would like to proceed and I will personally get involved to ensure a smooth transaction.

 

 

Patrick H[redacted]

General Manager/Partner

My complaint is more than justifiable towards Pat H[redacted] and Peoria Ford. My car was indeed in an accident and repaired at a body shop that I was told was Peoria Fords "preferred" shop. During my conversation with the service manager, I did not say my car was the cause of the accident. This is fabricated and the entire conversation was taken out of context by the service manager. My attorney, unknown to me, did tell Pat I was to come and pick my car up. This is not what I wanted as I needed my car repaired and who better to repair the vehicle than the dealership I purchased the vehicle from. I advised one of the service representatives of my wants and he confirmed he understood. Neither I, nor my attorney, was provided with any contact information other than the general customer service number for Ford. Ford general counsel is no longer involved and has lifted the hold on repairing my vehicle. As of today, Pat and Peoria Ford are unwilling to repair my vehicle and want it towed "off their property". Peoria Ford continues to drop the ball and pass the buck by not assisting one of their customers. I bought a $36,000 car from Peoria Ford and it has been in their repair shop for longer than I have been able to drive the vehicle. This is unacceptable, unprofessional, and rather juvenile of Pat H[redacted], Peoria Ford, and the rest of his staff.....

Dear Ms. [redacted],

I just wanted to take a moment to let you know we have received your complaint through the Revdex.com and will be researching the particulars over the course of the next few days.  After we have had a chance to gather the facts, we will be back in touch with you...

Monday or Tuesday to discuss.  In the interim, if you would please forward the names of any contacts you have been in conversation with or received correspondence from to our Controller, Dave W[redacted] (dw[redacted]@vtaig.com), that will help significantly.

Sincerely,

Pat H[redacted]

[redacted],

I can appreciate your view on your transaction you completed at Peoria Ford.  Your description of the process you went through does not match any of the processes that are completed at Peoria Ford.  If you could be more specific on the offer you are relating to on the trade or a copy of something you are referring to I would be more than happy to honor any advertisement you may have.  Your transaction, as you stated in your complaint, was over several trips to the dealership over different days.  You had several opportunities to alter, change, negotiate, and even change your mind to the contract that you agreed too.  At this point feeling that you were not given adequate value for your trade is really a mute point. however, If you would like to bring in any info disputing the value given I would be more than happy to review it with you, and if the vehicle was not appraised right or figure way off base was given I will reappraise it and we can go from there.  Your particular transaction had a severe credit situation that was a challenge in itself to get you approved.  Your request for a certain budget also was a big constraint you may have forgot you posed as well.  Customer service is a priority at Peoria Ford and hopefully the offer to re-appraise your vehicle brings some closure to your concerns. 

 

Patrick H[redacted]

General Manager

Date of this complaint is 10 months after the sale.  All paperwork customer was presented and that they signed was a lease based on the file. Copies will be provided if customer does not have them.  If the customer would like to re finance the vehicle on a conventional...

purchase, Peoria Ford will get them the best rate available based on their credit score.  Customer states in complaint that all paperwork stated it was a lease, but finance manager said that was the way it had to be done for the rate they wanted.  Only option at this point is to re -finance or trade the vehicle, both which Peoria Ford are more than willing to assist in.

 

 

Patrick h[redacted]

I am sorry that Mr. [redacted] feels the way he does.  He is obviously looking at it from his perspective, and I from mine.  Since the last dialogue, Ford Motor Company had released the hold on work and after Mr. [redacted]'s continued lack of tact and his attorney's approach of telling us exactly what we were going to do from them, I exercised my right as a franchised Ford dealer to choose not to continue servicing his vehicle.  There a many Ford dealerships in the metro Phoenix area and he was asked to choose one to have his vehicle taken to.  He advised us of the dealer that he wanted the vehicle taken to and we had it transported there.  Since then, we have been removed from the situation.
Customers "fire" companies all the time by denial of business and negative reviews.  On top of Mr. [redacted]'s distasteful approach, he also felt it necessary to place multiple negative reviews online.  As a dealer who strives to retain customers and foster an environment of repeat and referral business, to "fire" a customer is a last resort.  Unfortunately, it became obvious that there was no placating Mr. [redacted] and as such he left me no other option but to refer his business elsewhere.
I sincerely hope he was able to get his vehicle fixed and is happy with his new dealer.