Schicker Ford of St. Louis

Thank you for the opportunity to respond to this concernCustomer's vehicle was here, repaired and is back in the customer's possessionAll concerns should be resolved.Thank you[redacted] Fixed Operations Director

Initial Business Response / [redacted] (1000, 11, 2015/09/23) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: service director My name is [redacted] I am the Service Director at McMahon FordI have not spoken to this customer and it does not appear the vehicle has been to our service department since it was purchased newI left my cell number on her voice mail todayI am confident we will resolve her concern whatever it may be

Thank you for the opportunity to respond to this customer concern.We have this vehicle in our service department nowSince this customer has owned the vehicle, we have inspected it several times looking for the no start concern to occurWe have replaced the alternator and battery as a goodwill gesture (at no cost to the customer) trying to resolve a phantom concernWe have had the vehicle for some time now and it still starts without issueWe will continue to monitor the vehicle to see if a failure occurs

I am sending you 4 docs.Doc 1 - signed buyers order on the numbers that were agreed upon between customers and salesman. This Clearly shows 15990 selling price, 2000 money down, 2000 trade allowance, 4354.46 payoff, 16501.96 amount financed.Doc 2 - DMS print out, this screen shows how the numbers... printed out that were submitted to the bank, also these forms the customer gets a copy of, the dealer, and the bank.Doc 3 - Shows the amount financed of 13505.96 Doc 3 is important because the agreed amount (Doc 1) shows that the customer agreed on 16501.96. In order to get this deal/customer approved they had to put 2000 more physical cash down and we had to give them (3000) more for their trade in and still keep the price the same. In this scenario, the deal wouldn’t have made sense for us to do, which I know I clearly explained to the customer, because they were getting an amazing deal and even though it shows we charged them 2000 for a platinum (bumper to bumper) warranty, they were still financing the car for less than they originally agreed upon because we had to give them an additional 3000 for their trade in. Doc 4 - Mechanical repair service contract signed by customer and finance manager. This form clearly says in big letters at the top of the page "Mechanical repair service contract" - [redacted]

Thank you for the opportunity to respond to this customer concern. This vehicle was purchased from us July 2016 with 127,710 miles on it. The vehicle came with a 30 day warranty because of the high mileage and age of the car. The customer did not purchase an extended warranty coverage policy.... In December the customer stated some concerns were noticed. I am not sure of the mileage at that point. The customer was advised to bring the vehicle to the dealership so McMahon could perform diagnostics. The customer would be responsible for the cost of diagnostic since no warranty would be involved. We have not seen the vehicle back in the service department since. Sometimes goodwill adjustments can be made even on as-is purchase vehicles. However; the first step in any repair is to diagnose and find out what is causing the concern. I would suggest the customer schedule an appointment and come in to have this service performed. [redacted] Service Director

Initial Business Response / [redacted] (1000, 6, 2016/02/29) */ Contact Name and Title: [redacted] SVC MGR Contact Phone: XXX-XXX-XXXX Contact Email: **@mcmahonford.com This customer is partly correctThe vehicle did sit for some time on our lot, however it was not because of any delay related to McMahon FordThe customer's 3rd party warranty company would not call us back for extended lengths of timeWhen the warranty company said they may cover the repair but tear down and inspection were required before authorization would be grantedAt that time the customer declined to allow us to perform said tear downCustomer's vehicle is still not repaired because we do not have their authorization for tear downCustomer owes for initial diagnostic at this timeWe have not billed for the countless amounts of time we actually have invested in this scenario

Thank you for the opportunity to respond to this customer concern.If a warranty part; ie the battery were found to be defective.Ford Motor Company would pay McMahon Ford for a battery, labor to diagnose and install and any related tow services We tested the battery and charging systemThe battery is good, the alternator is defectiveThis customer had the vehicle towed to our dealership and requested that we perform a vehicle diagnostic to find why it would not runPlease review the attached paperworkAt that time the customer was advised that if the repair was not a covered repair the customer would be responsible for the diagnostic fee and the towAs you can see on the attached, the customer signed in agreement We did what the customer requested and found the needed repair is not coveredThe customer now owes for services requestedThank you again for the opportunity to respondRespectfully, [redacted] Fixed Operations DirectorSchicker Auto Group [redacted]

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 Sincerely, [redacted] ***

Thank you for the opportunity to respond to this concern. The customer has not been in for service since the no cost lube oil and filter change was performed. Before and concerns can be addressed, the vehicle will need to be inspected to see what concerns are present. The customer should schedule an... appointment for diagnosis of their concern. That will be the first step in this process.Thank you in advance. [redacted]

Thank you for the opportunity to respond to this customer conernMcMahon Ford spent on this vehicle last time it was in for repairsWe will be happy to inspect any concerns this customer is currently experiencingThank you again

Thank you for the opportunity to respond to this customer concernI am the Fixed Operations Director for Schicker AutomotiveThis is the first time I have heard anything about this concernI just called and left the customer a vm with my cell phone number to call me backI will be happy to look
into and resolve this concern once I can review all of the paperworkI am awaiting a return call and will update the notes once I receive thatThank you again.** **

Complaint: ***
I am rejecting this response because: as well as for them not offering a warranty for their product, I worked hard to save all my money that I had to pay for my first vehicle, I found myself in years in debt, without transportation in the freezing cold, asking co-workers for rides to and for work not for free may I ask, and now I have found myself trying to raise money for a car that I haven't had for a year not even monthsfor them to preach goodwill they haven't listed what that goodwill might beit seems that a company would honor their product for its value and validity that they would have to know it would not last longif they are not willing to do the diagnostic without me paying, then their honor would not be as great as they make it to be for being the best they are not upholding thatwhat type of goodwill are they offeringthey are offering diagnostic test but what elseAt this point I am stress and fed up with this business and for them to say that haven't seen the vehicle their salesman Mark know the car is there on their property he talked to me and my grandmother when I towed it there to the place of businessI just want to be done with headache and heartache that this business has put me through
Sincerely,
*** ***

This customer is correctThey should have received the full amount of the contract purchase price backFor some reason the contract company still had not received a notice from McMahon to cancel until earlier this monthThe notice is officially in and the refund will be mailedThis is not
typical but should be resolved soon

Initial Business Response /* (1000, 7, 2015/09/04) */
Contact Name and Title: ** *** SVC MGR
Contact Phone: XXXXXXXXXX
Contact Email: **@mcmahonford.com
On July 24th RO XXXXXXX was created for a transmission light illuminated in instrument clusterCustomer was advised at that time, the
vehicle would need the transfer case motor replacedCustomer declined to have the concern corrected because it was not covered by the warrantyCustomer brought vehicle back to us August 19th when the original concern had finally failedEven though customer originally declined to have concern repaired; the sales manager agreed to cover 1/of the repair as a goodwill gesture
If customer would have purchased an extended warranty or repaired the concern when originally informed of the ensuing failure, the vehicle would not have been back to service for additional repairs

Mileage diff *** miles, weeks.Miles pump replaced ***. Miles second complaint hose replaced ***Dates 10-25-17, 11-28-17 Thank you for the opportunity to resolve this customer concernWe are in the process of calling this customer to see if there is any way we can
amicably resolve his concern at our levelWe did replace the water pump on this vehicleThe concern was resolved for weeks and 2,milesThere is now a concern (although related to the coolant system) new concern that needs to be addressedWe are a company of high integrity and moral standardsIf we felt this concern was in any way related or misdiagnosed on the prior visit we would resolve the concern at no cost to the customer Thank you again for the opportunity. Respectfully, ** *** Fixed Operations Director*** *** ***

Initial Business Response /* (1000, 7, 2015/12/01) */
*** *** & *** *** knowingly and willing bought a Ford Edge from McMahon FordThis was a Friday afternoon and they were excited we were able to get them approved for an auto loan!
Ms*** always knew she was cosigning for
Mr***She called and setup full coverage insurance for the transactionThey signed many documents together, all with both names on themMs*** knew full well she was on the title and paperworkBoth were also made aware of the "NO Cooling Off" clause of the contractThey still signed willing!
They expressed interest, in wanting to trade in the Edge a few days laterMr*** stated that he was sick that day and didn't know what he was signingHe picked out a car, filled out a credit app, signed paperwork, and even brought us back the title to his trade in the same dayAll of the time he was smiling, happy and proud he was able to drive a newer carThe couple thanked us over & over againWe were very much taken off guard by their claimsMs*** even threatened us with her family lawyer! Mr*** & Ms*** were given full instructions how to trade the vehicle inWe never implied we could straighten anything outThere was nothing to straighten out
As for not being able to afford the paymentsMr*** planned to buy a car that day and had already mapped out their budget to make sure they could afford the payments

Initial Business Response /* (1000, 5, 2015/10/02) */
Contact Name and Title: ** *** svc mgr
Contact Phone: XXXXXXXXXX
Contact Email: **@mcmahonford.com
McMahon Ford was unaware of this customer concernThe Service Manager left a message on the customer phone with his cell number for her
to call and come in to resolve her concern

Thank you for the opportunity to resolve this customer's concerns.Ms*** will be contacted by *** ***He is the Service Manager at that locationMr*** was unaware (as was I) of Ms***'s concernI am sure we can resolve her concernsRespectfully, ** ***

Contact Name and Title: ** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: **@mcmahonford.com
I am the service directorI just spoke to the Quick Lane ManagerNeither of us has spoken to this customer about this concernthe customer should come to the quick lane and discuss any concerns
and possible resolutionsI believe they skipped a few steps here

Thank you for the opportunity to respond to this customer concernWe did perform transmission repairs on this vehicleI will be happy to inspect this vehicle at no cost to the customerPlease have the customer call me on my cell phone to schedule an appointment*** On the last inspection we performed; we found an unrelated part that needed replacementThat part was not involved or caused by our prior repairI will not be able to refund the already reduced diag fee of $69.00.Thank you again, ** ***