San Tan Ford

We would be happy to set up an appointment with Mr*** to remove all products that were added to the vehicle Once successfully removed we would write the check back to the financial institution for the amount of the products that were removed By doing this it infringed our original signed agreement, legal document that our client agreed toWhile removing any “adds” on the vehicle we will keep the three oil changes that are a goodwill to our client on his original agreement Please, advise of a day and time not including weekends to remove these products as it may allow with our clients schedule It will take approximately hours to remove all products Thank you, Customer relations

Good afternoon, We have made an attempt to contact our client to go over the agreement that he has in place from it's original date of 7/22/2016. Mr*** has been working with our service department to schedule appointments that will best fit both schedules. The part that
was required to fix his pre owned vehicle was ordered and has been in our store waiting for installation. This part was agreed upon was a door lock actuator, which was approved after the sale. As far as a door ding, the vehicles are looked over upon taking possession of the vehicle and once again before delivering to our client. We had several individual trying to locate the door ding that Mr*** was concerned about and were unsuccessful in locating it We do not have an agreement between client and dealer regarding any other equipment to be added or removed and no agreement regarding any other service and body work to be completed. Please see attached signed documentThere is a mention of price, here is our breakdown according to his contractual agreement;Purchase Price: *** Sales Tax: 2073.01 Estimated license fee: Documentation fee 499.00 (standard rate on all contract unless X, A, Z or D-Plan) Grand total=29473.30 Down payment: 18000.00 Balance due: 11473.30.We are unclear regarding the disputed amount of $500.00We have been waiting to confirm an appointment with Mr*** to install his door lock actuator. Mr***. Please let us know when we can make the appointment to for the door lock actuator. Thank you, San Tan Ford

Good afternoon,
Please see attached for your response regarding complaint ID#***
Thank you

I was clearly persuaded into taking the much lower reimbursement for the damage as this was the only option the dealership was giving me in terms of straight payment for the damage that was doneDespite San Tan Ford offering to repair my vehicle at a untrusted shop that I have had no prior experience at, they did not want to pay me the amount of money that they requested that I get an invoice forThe $payment will not cover all the damage that was done and that can be seen very easily by looking at the estimate invoice that I have attachedThis invoice, and the one from Southwest both state much higher amounts in terms of parts and labor in order to properly repair the pieces that were damagedJohn B*** gave me no other amount as an option and told me this was the only way he would "cut me a check"Tempe Collision Center's estimate outlines $1,in just parts alone, this is not even including the labor, paint and other materials that would go into finishing the job to a satisfactory conditionThe estimate invoice that was requested to be made by San Tan Ford from Southwest has body labor alone at $to repair the fendersThis does not even begin to include paint labor and supplies which bring the estimate to total of $1,This is the amount that I should have been reimbursed as that is what it is going to cost me to repair my vehicle properlyI was pressured into taking a lower amount as a settlement because the only other option was to go through the repair shop that San Tan Ford was requiring, or not getting my vehicle repaired at all

This document (screen shot) shows the lack of integrity of San Tan ford.  The overall cost was adjusted (added costs) at the time of purchase.  They noted that the defense tracking mecanism was unable to be removed and therefore added to my purchase price.  This was not discussed prior to final financing.  They were not upfront about the final amount due. The items verbally discussed that they would fix were not addressed. please see the attatchments that support my claim of unfair costs and  lack of accountability to repairs.  If there are questions regarding my claims, I have witnesses that were present during the verbal commitments.  Text Conversation between salesman and myself: See above doc.[redacted].

San Tan Ford Originally offered to pay Southwest Collision or Tempe Collision (the shop the customer requested) to repair the vehicle. Mr. [redacted] Declined to have the vehicle repaired by either facility requesting to fix it himself. He accepted the offer to repair his vehicle himself for $700.00. San Tan Ford considers this issue resolved.

San Tan Ford has been in contact with Mr. [redacted]. San Tan Ford has not denied the damage to the vehicle and offered to pay a certified body shop to repair the damage in question. We would also provide him with loaner transportation while in for repairs. Requesting to speak with the Corporate...

Director of Fixed Operation John B[redacted], Mr. [redacted] declined the offer to have the vehicle repaired at a certified body shop stating he did not feel comfortable sending the vehicle to go to another shop potentially get more damage. He did however request for us to reimburse him for the parts and he would repair it himself. San Tan Ford researched the price to repair the damage and paint the fender and sent Mr. [redacted] and offer for $700.00 that he accepted. San Tan Ford feels we did offer several solutions to Mr. [redacted] to repair his vehicle and he chose the one that best fit his needs. (See attached e-mails)

I was willing to just drop this and move on, but I hate that the dealer acted like they were giving me a deal.  I don't think that the offer they sent should be published as a resolution.  I can go online and see that all Raptors are only $15K above MSRP on their site since they adjusted the pricing last night. Therefore their offer of selling them for $20K over MSRP; however, they would be willing to drop it to $15K over MSRP is not an act of goodwill, but a joke.  I agree that under normal circumstances dealers in the valley don't offer rebates, but it is month end and there are some dealers in the valley that sell them at MSRP.  Therefore, I thought it was reasonable to offer a discount going into month end.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

To whom it may concern;I have spoken with Ms. [redacted] in my office and have apologized for all of her concerns.  We followed procedure as to our company policies as we do with every client.  Ms. [redacted] mentioned that she left a teddy bear in her traded in vehicle but we were unable to...

locate.  As for the credit inquiry, Ms. [redacted] financed the vehicle through her credit union that was here on site for the sale.  At any time that a client is financing a vehicle and not paying cash, it is mandatory to pull a bureau on our client.  This is common is every business when a client is applying for credit. We consider this matter to be closed.If you have any further questions please feel free to contact me.Thank you, [redacted], Customer Relations

For starters the reason I stated you were " preying on people with special needs" is because we both know that a wheelchair ramp did not cost $20,000. I worked for Ford and GM and I know how much it's marked up. I hope your company doesn't do this "bait and switch" thing normally but you have to admit that's exactly what this seemed like. I contacted the Revdex.com mainly to lodge a complaint so no one else has to go through this with your company and if you do have a history of this then you should be held accountable. I'm in a better position than most meaning, I'm still physically able to lift the gentleman who lives with us and his wheelchair but most women would not be able to do this, in which case they might have to agree to your extra $20,000, which would be horrible in my opinion. I still believe what you did to us should be illegal and I can't understand how so many people were involved in this transaction and nobody noticed a $20,000 mistake, even after my husband asked numerous people, BUT we were still called scammers. The whole experience was bad and I will never do business with your company. And the only reason we were not under contract is because you guys said we couldn't sign paperwork yet due to the recall but you made us give you a deposit for $1000 that day. Seems like if it wasn't a contractual agreement then you could have waited for the $1000. If the $1000 check held the vehicle for us then it should have also held the agreed upon price listed on your website with that Vin#.

To whom it may concern;I spoke with Mr. [redacted] on 1/6/2015 at approximately 5:20p.m.  I was responding to a letter of complaint that he sent to our dealership regarding this matter.We talked about everything that transpired.  We have pulled his transaction from October 2014 and the...

following is his transaction.  If you view the first attachment (four square) this is a form that we use with clients to negotiate price on the vehicle they would like to purchase.  It has the clients information, price of the vehicle, the discounted price we offered him, down payment that he desired to allocate for this purchase, trade information if any (no trade for this transaction) and his monthly payments with term.  From the beginning of negotiations it was stated by Mr. [redacted] that he was putting $15k down and it never changed from there.  We ended up selling him a vehicle for $26100 with $15k down, receipt is on the 2nd attachment.  When there was an issue with his vehicle and the warranty would not cover the full amount, San Tan Ford repaired the vehicle at no cost to our client as a Goodwill gesture and absorbed the work and cost internally, therefore leaving Mr. [redacted] free of any debt.  Mr. [redacted] requested that we cancel his service contract as seen in the 3rd  attachment, with Mr. [redacted]’ authorization.  It is a flat cancel on a financed vehicle therefore check was forwarded to the lienholder. If you look under the [redacted] page under service contracts and extended warranties, it states;• If the cost of the policy was financed, cancelling the policy may not lower your monthly payments, although it can reduce the total amount of money you owe and shorten the term of your loan.The 4th attachment shows the refund to the lienholder.  Mr. [redacted] was not happy with the amount sent to the lienholder.  He expressed his disappointment and wanted the full funds of $2200.  San Tan Ford decided to give Mr. [redacted] a check for Goodwill in the amount of $182.  This Goodwill gesture was to make Mr. [redacted] whole.To summarize, from the initial negotiation stages the amount Mr. [redacted] offered to put down on the vehicle he was purchasing was $15k and finance the balance.  If he had offered a lower amount, this item (four square) would have reflected that different amount.  We have made Mr. [redacted] whole with our Goodwill gestures and find this matter closed.Thank you in advance for your attention.San Tan FordCustomer Relations

The dealership appreciates Mr. [redacted] submitting video of the concern; however, the dealer cannot resolve the concern by watching the video, the vehicle must be brought in to the dealership for evaluation.  It is requested that Mr. [redacted] call the Service Manager Leslie M[redacted] directly @ ###-###-#### or contact by email at [redacted]@santanford.com to schedule an appointment to road test the vehicle and recheck the alignment specifications at his earliest convenience.

January 29, 2018To whom it may concern;This is in response to the client complaint for [redacted].  We will do our best to explain our process.  When Ford allocates a vehicle to our inventory, it usually enters our system at midnight.  Unfortunately we have to wait until working...

hours the next day to make any adjustments on any “specialty” vehicles which includes Any SVT (Special Vehicles Team-Raptor) ROUSH, Black Widow, GT350 or GT vehicles or trucks with bedliners to name a few.  However we do have a disclaimer on our website for instances like this.  It reads;‘Although every reasonable effort has been made to ensure the accuracy of the information contained on this site, absolute accuracy cannot be guaranteed”.  It is unfortunate but no one in the valley including us will discount a Raptor.  The vehicle that Mr. [redacted] has in question has just been put into production, hence Ford just allotted for the allocation.  Therefore will not be in our inventory for about 6-10 weeks.  However,  if Mr. [redacted] would like to work out an agreement on this said vehicle, we would be happy to mark down the market adjustment value that has been added to the MSRP of this vehicle as a sign of goodwill.  The market adjustment value is $20k and we would be happy to mark it down to $15k.We apologize for the inconvenience and look forward to earning Mr. [redacted]s opportunity to earn his business.Sincerely, San Tan Ford, Customer Relations

Dealer first spoke with [redacted] on 12/12/16 and asked the customer to come in for a tire inspection.  Customer did not come in that day as he indicated he would.  Dealer has since spoken to [redacted] on 12/17/16 and 12/19/16 and have agreed to install the tires the customer...

originally wanted (Michelin LTX A/S).  The tires have been ordered as of 12/19/16 and should arrive the week of 12/26/16.  Due to the Christmas Holiday, the shipping time will be delayed slightly. Customer agreed with the replacement of the two tires.

Revdex.com: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.The four square sheet doesn't accurately reflect any discussion I had with the dealership, other than the initial price.  My conversation with them was that I had intended to put down approximately 1/2 as a down payment.  They doctored the numbers to reflect 1/2 of what they were trying to sell the vehicle to me.  I was attempting to get the vehicle for $22,000-$23,000 (fully prepared to pay $24,000-$25,000 since I realize how negotiating works) when I first entered the dealership as I stated to them I had another vehicle at another dealership that was newer and was only $25,000.   They were still several thousand off and I decided to walk out and not waste anymore time.  I had actually gotten in my vehicle and was backing out of the parking lot when they chased me down to offer a final price of $26,100.  So my initial down payment in my mind was $12,000-$12,500 based upon my number that I was negotiating with, not what the dealership had tried to do.  They inserted the $15,000 number to match their sticker price!  That sheet doesn't even reflect my final price.  They did what most car salesmen do and that's try to fast talk the customer and get over on them.  That's why they get a bad reputation.  Yes, I do realize that they snuck in the fact that a refund will be returned in the form of a check to the loan company.  I am old school and I take a man on his word as an oral contract.  Big business vs the small consumer obviously puts me at a disadvantage.  They refunded the additional $182 because I had [redacted] on video stating that he would offer me a full refund.  Again a verbal agreement.  They also stated that because they dropped the ball on at least a 1/2 dozen times in rectifying the situation in a timely manner, that is why they offered the $182.  It had nothing to do with good faith.   They took advantage of a senior citizen and others need to know that this is how they conduct their business.  I still contend that I verbally told [redacted] that I wanted to pay for the warranty upfront, so that's taken care of.  He nodded and did what he wanted to.  I have read many reviews stating this has been done to others as well, so others need to be wary of this dealership.  If they choose to ignore the fact and act as though they are in the right, I will be forced to bring this into a more public forum and let other consumers hear my side and they can decide.  Otherwise, I still have the same resolution request.Regards,[redacted]

As stated in the previous response, San Tan Ford has already agreed to repair Mr. [redacted]'s vehicle as a goodwill gesture.  San Tan Ford has decided that Mr. [redacted] may have the repair completed at the repair facility of his choice for up to $380.00.  Once the repair is completed, Mr. [redacted] will need to bring in his paid receipt and his vehicle so the repair can be verified. San Tan Ford will then reimburse Mr. [redacted] up to $380.00 for the repairs to the vehicle, which is the amount of this Revdex.com Claim.  Mr. [redacted] will need to call Leslie M[redacted] when the repairs are completed to set up the date and time to bring in his receipt and vehicle for inspection.

Attached a PDF file, as my word limit was exceeded. Also, on the document are the links to the videos my car camera took, showing evidence that the car is in fact drifting to the left. These videos can also be found on: [redacted] and [redacted]

The tech did admit he caused the damage the service manager accepted libailty and stated that if they were goin to pay for the repair they I have no option but to use their preferred vendor I explained my concerns and declined. Have audio files prove they have admitted guilt.

Mr. [redacted] came in on 8/20/2016 and spoke with one of our sales managers.  In good faith, our sales manager refunded him $1073 for the items that he was charged for that were installed in the vehicle he purchased.  His mirror was also fixed and the paint stripping on the vehicle was also addressed.We consider this matter closed.  If you have any questions please feel free to contact us.San Tan Ford