Spradley Barr Ford Lincoln of Greeley

Complaint: [redacted] I am rejecting this response because: I received a phone call from Spradley Barr about a service and to call a let them know if I had any complaints I told them what had happened and she said WHAT HAPPENED WAS UNACCEPTABLE, PHONE CALLS SHOULD BE RETURNED AND THE DIAGNOSIS SHOULD BE CORRECT THE FIRST TIME, AND SHE WOULD WORK TO MAKE SURE THIS ISSUE WAS CORRECTED, and this issue was not correctedAnd due to the fact that the company has an incorrect timeline and would not notify me of the status of the work on my vehicle Spradley Barr Ford Lincoln of Greeley Incdoes not communicate with their customers when something is going on with their vehicle Throughout the whole process with my vehicle being in their possession to get fixed, Spradley would not call to communicate issues that have a rise with the vehicle The first time lack of communication was demonstrated was they incorrectly diagnosed the issue with my vehicle I was told it was a fly wheel issue on a Tuesday and it would be finished on Friday I called on Friday to confirm it would be ready, when the service adviser told me, no it was not ready, and it I needed a new engine This process was never communicated until I called to pick up the vehicleWhen questioning the service advisor on the issue, I was informed it was likely due to not getting the car serviced When we informed him that Spradley Barr serviced the car every time it was recommend and the service document were on file that this location, he did not know what to say All I was told by the advisor was there were metal shavings in the oil, and he thought it has something to do with a bearing/rod failing.When questioning the wrong diagnosis, Spradley states “with engine repairs the big picture cannot always be seen until the vehicle is taken apart and mechanical parts are viewed.” In any other profession, a wrong diagnosis would be considered malpractice and lawsuits would ensure Take for instance you go to the doctor The doctor tells you the issue you have is nothing important before taking proper steps to diagnosis the issue and after the proper test are ran, they find out you have a major issue like cancerIssues like this end up with the doctor being in court for malpractice and the place of employment paying big dollar amounts to close the cause and keep it out of court Should the same apply when you take something in to get serviced? In communicating this issue with my vehicle, I informed Spradley a local mechanic told me that the engine needed to be replaced, and the service director informed me, that was probably not the issue and to have it towed the miles to their dealership Spradley Barr Ford Lincoln of Greeley Incgave a timelines of events that was fabricated to their favor and did not reflect the real events that happened For example, according to Spradley, “Customer originally brought the vehicle in with a knocking noise from the engine area on 3/26/18.” This in incorrect, I talked to service director and Spradley Barr was notified on Wednesday March of this issue The car was towed to Spradley Barr on Friday March There is records of the car being received by Spradley by *** Then on March 24th I traveled to Greeley to talk to Spradley to confirm they had the vehicle and it was in the lot The next issue of timeline events that were fabricated was when Spradley states “Upon discovering this the service adviser called and was able speak with Gary on Friday morning 03/30/and informed him of the cause for the engine noiseThe service adviser explained that we could put the car back together and let them take it back at no charge because of the additional cost of repairLater that day the customer’s mother called our service director and complained of the issue to himShe was upset and felt that our dealership or Ford Motor Company should cover the repairOur service director informed the service adviser of the conversation and informed him that we would submit a case to Ford and try and obtain assistance for them even though the vehicle was 25,miles outside of warranty.The correct events were: There was no phone call on Friday morning so we called Spradley Barr to make sure we could pick up the vehicle on Saturday since we live miles away This is when we were informed about the true diagnoses of the engine My mother never did call the service director, she did not even know for sure where the vehicle was getting serviced at!!! I called the service director on Friday and asked why this when out and if there was way to get financial assistance because could not afford this repair This is when the service director said we could file for financial assistance through FORD The vehicle has a warranty through the company through the car was purchased through and it was only a couple of months out of warranty I knew nothing about the warranty though Ford.After the financial assistance was denied by Ford work as told to proceed by Spradley since we still owed money on the vehicle and it only had 85,miles Service Manager said the car would then be completed by Wednesday April 18th We received no phone call regarding the status, so I called on Wednesday to find out the status and was told it would be completed on Thursday, it was still not finished I called Thursday after yet another not phone call and was told it would be completed Mid-morning Friday After not receiving yet another phone call, I called back on Friday Afternoon (after 3:00) and was told no after being put on hold for minutes, it is still not done, but it should be finished and test drove by 5:tonight Saturday comes around, and there is still not been a phone call that the car is finished, so I called to make sure and it was finally finished and it was No phone call to inform me it was finishedWhen I picked up the car, the advisor told me they had completed the work and the fly wheel was completed I questioned him as I was told they were replacing the engine After discussion the service advisor said he could not do a major discount by was not authorized to make that kind of discount of the original quote and had to call a manager or director I waited over hour for a return phone call and there was no response from either person I ended up paying the cost due to I needed the car and could not come back on Monday, which what was the adviser’s solution; kind of hard when you live miles away.A couple of weeks later, I received a phone call from Spradley Barr about a service and to call a let them know if I had any complaints I told them what had happened and she said WHAT HAPPENED WAS UNACCEPTABLE, PHONE CALLS SHOULD BE RETURNED AND THE DIAGNOSIS SHOULD BE CORRECT THE FIRST TIME, AND SHE WOULD WORK TO MAKE SURE THIS ISSUE WAS CORRECTED Was the issue corrected, no Spradley stated “The dealership did not miss represent anything to this customer Please refer to the timeline in the first response since times, dates and authorization for this repair were documented.” How can you trust this company when they fabricated the event in their timeline??? Spradley was informed of these inconsistences and they said they stand by this timeline, when all it would take is to pull phone records to show their inconsistencies and to pull invoices and estimates from other vendors and the towing company Regards, [redacted]

I have a few more receipts for parts, repairs, diagnostics and estimatesThe website only allows me to attach files

I emailed the GM of Spradley Barr directly after rejecting his responseHere is what I sentBill, It is great to finally get a response from a GM at Spradley after many weeks of back and forth with your lower level managementI rejected your Revdex.com response because I am not satisfied with it at allAnd somewhat baffled by it as wellThe issue going on with my truck didn't occur until DecemberNot sure how it would have been possible for me to contact you right after I purchased the vehicle over eight months agoAlso, it wasn't confirmed that the engine was in fact after market until this repair - again, end of December/January timeframeI filed this complaint with the Revdex.com not because I have issues with my used truck, or have an after market engine in it, but because I was LIED to when I bought the vehicle by your sales associate and managers on staff about the truck being fully stockOf course Lori and Nick would say that they didn't tell me the truck was factoryBut, sadly they didAlso, I bought one vehicle from youThey sold hundreds last yearHow would they remember a specific sale from, as you said, over months ago? If they do remember lying to me, certainly they wouldn't admit itSpradley Barr and it's associates lied to me and my fatherI spent nearly $24,for a vehicle I wouldn't have bought if I had known the way Spradley conducts it's shady business and the true makings of my truckYou say that Spradley provides a limited power train warranty at no-charge for eligible used vehicles up to $150,milesThis makes me laugh because this warranty that was thrown in at the very end of my vehicle deal was sold to me as something special that was doneIt was actually what made me sign on the dotted line and commit to the vehicleNow you admitted it's just another ploy and tactic used to get your poor customers to buy vehicles from your dealershipOn top of that, I must remind you that this warranty only covers FACTORY partsTherefore, this was a meaningless gesture, and I'm being made very aware of that nowYour offer to remove my [redacted] ? I'm laughing againWhy would I A.) Let your dealership, who has pretty much refused to help me, touch my truck, B.) remove a [redacted] from my vehicle THAT I PAID FOR, and C.) I was without a working vehicle for nearly a month, have expressed this frustration to many of your associates, and you're offering for me to drive miles to your dealership and give you my truck to swap out the engineThis sounds like a bogus, unrealistic solutionNoAttached is my repair bill from [redacted] to fix the vehicleThe ONLY thing that somewhat resolves this situation is having the insurance reimburse me for the repair cost less the $deductibleI am still skeptical of this solution because I was pretty much told "tough ***" by your lower level managers at Spradley regarding covering cost by the warranty companyTechnically, the repairs done aren't listed on the covered portion of warranty workIt's also not listed on the not covered list eitherso I am confusedI asked for the dealership itself to reimburse me (which would make me somewhat happier) and was laughed at If one of the things mentioned in the above paragraph doesn't happen, the only thing that will make me feel any better is making sure everyone in the Denver metro area knows not to do business with your dealershipI will make my story known on every review site possibleNot a threat, but if nothing else is done, that's the only thing that will help me feel better about this horrible, expensive situation I'm inRegards, [redacted] Bill Responded back moments later and said that he'd be sending my repair receipt to the warranty company to see what he could do about getting it covered

I am not sure why this Better Business Complaint is being filed by [redacted] because the vehicle was purchased by [redacted] and Mr [redacted] does not appear on any of the contractsThat being said the customer is living in [redacted] but she notified us that she wanted to use an address from [redacted] for titling purposes because of military home ruleSpradley Barr Ford contacted the state of [redacted] and was notified that the taxes are 6% in that stateNo one from the state ever notified us at the time that the customer would only be able to use $3,of taxable difference credit from their trade vehicleThe [redacted] state Geo Tax web site does not state anything about it eitherThe vehicle was being financed by their home state credit union ( [redacted] State University Federal Credit Union) in which the dealership sent all of the documents to before funding for them to review and them being from the state of [redacted] the dealership was never notified of any tax discrepancy and they process documents every day from [redacted] nor did the customer ever notify the dealership of any special tax requirements or problems before the deal was fundedThe dealership accommodated the customer’s request to not use the state of [redacted] for registration of the Ford Taurus SHO that was purchased and to register the vehicle in the state of [redacted] Since no one from their state, state tax web site, home state Credit Union or even the customer ever made mention of the tax discrepancy Spradley Barr Ford assumed that it was similar as many state’s including the state of [redacted] that the customer would only be charged the taxable difference between the vehicle they purchased and the vehicle they traded inSpradley Barr Ford Lincoln Of Greeley tried to offer many ways to fix the problem legallyAll options proposed requiring amending the contract to fit the rules of [redacted] , or changing the contracts to the [redacted] address of record which will lower the amount of sales tax needed to be collected compared to the state of [redacted] They were not satisfied with any of the legal ways offered to fix this compliantly with either stateSpradley Barr Ford Lincoln Of Greeley never deliberately tried to cause this tax issue and if anything we were led to believe we were collecting the proper amount of tax and registering the vehicle in [redacted] I know that nobody wants to pay taxes, but these are not the dealerships taxes, these are the customer's responsibility because of the state of [redacted] ’s tax structure and the customers desire to register this vehicle in [redacted] The customer would have to pay this same amount of tax if they bought the vehicle in [redacted] The dealership is still offering the legal options to adjust the taxes to the required amount due to [redacted] or using the [redacted] address that is on record

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Please pass on my information to Spradley Barr Ford Greeley so the payment can be sent Regards, [redacted]

[redacted] Attention [redacted] ***, On 06/10/Mrs [redacted] brought in her FSuper Duty with a loud knocking noise from the engine She explained that [redacted] does her vehicle upkeep and had replaced the engine 11/25/with a Ford remanufactured engineMrs [redacted] had brought the vehicle in because the replacement engine was not running correctly Spradley Barr Ford Lincoln of Greeley performed diagnosis on the vehicle and found number rod bearing was bad causing the knocking noise from the engineFord Motor Company originally declined warranty repairs because of the aftermarket modifications to the engine and emissions systemSpradley Barr Ford Lincoln Of Greeley disputed Ford Motor Company’s original decision and was authorized by Ford Motor Company to replace the engine’s short block assembly under warranty Spradley Barr Ford Lincoln of Greeley completed the authorized warranty repairs approved by Ford Motor CompanySpradley Barr Ford Lincoln Of Greeley road tested the vehicle and determined the engine was functioning as designedOn 08/12/Mrs [redacted] returned to the service department with a clicking noise from the engine areaAt that time the dealership provided a rental car at no charge to Mrs [redacted] On 08/14/the dealership performed initial diagnosis, found no trouble codes stored in the computer and found the engine was miss firingThe dealerships, Ford Master certified diesel technician took a fuel sample from the engine fuel cooler and found metal debris in the fuel systemSpradley Barr Ford Lincoln of Greeley called Mrs [redacted] on 08/14/at 3:PM to inform her of the initial findings and her voice mail was fullThe dealership again called her back 08/15/ 10:AM and Mrs [redacted] said it was a bad time to talk and she would call backShe did not call backMrs [redacted] returned the rental car 08/18/12:PM, Jeff J [redacted] the Service Manager for Spradley Barr Ford Lincoln Of Greeley explained that metal debris were found in the fuel system and asked Mrs [redacted] if any other shops had worked on or replaced the fuel system in the pastIf MrsPregrove was able to provide receipts so that the dealership could submit them to Ford Motor Company and find out if it would be a warrantable repairNo receipts were ever provided and Mrs [redacted] at that point requested an estimate on this repairMrJ [redacted] explained that the vehicle would have to be diagnosed so that an accurate estimate could be providedThe vehicle was not disassembled at this time because the dealership was not provided authorization from Mrs [redacted] The vehicle was picked up by Mrs [redacted] on 08/19/Spradley Barr Ford Lincoln of Greeley repaired the original problem the F-was brought in for on 06/10/When the vehicle was brought in on 08/12/that was a completely different repair that has to do with the fuel systemThis is a maintenance item that has to be maintained when owning and operating a dieselSpradley Barr Ford Lincoln of Greeley was not Mrs [redacted] primary service center as she stated that she used [redacted] in that capacity to provide her routine maintenance and upkeep of the F-

The dealership has already resolved the issue with the customerIf you need any further information please contact me at [redacted]

We could not duplicate the problemWe spoke with the customer about thisWe gave him our best guess as to what might fix the problemHe was told we weren't sure it would correct itHe agreed to try thisHe was not happy that it didn't and my service manager offered to drive him a vehicle out and bring his back and continue to try and duplicate the issueThe customer refusedSo in essence THE CUSTOMER refused additional work for free, and a loaner vehicleNeither we OWED the customer because we could not duplicate the problem and EXPLAINED BEFORE that IF we did the work it was our best guess as to fix itHE AGREEDI see no fault on our part and even with no fault we offered to try again AND offered not only a vehicle to drive by Service Manager Steve H [redacted] , but also to invest more of our time at no cost trying to duplicate the original issueWhen the issue can not be duplicated its very difficult to know where to start the fixThe customer was aware of that and even mentioned he knew we weren't having success duplicating the issueI think we have done everything above board before and after the repair and do not feel we owe anything as repair WAS APPROVED by the customer knowing before hand it might not fix the issue.Thank You,Mark C***Managing Partner

Revdex.com: This morning, I met with Spradley Barr Greeley general manager Bill H [redacted] They have agreed to repair the damaged items and they say they have ordered the necessary parts Assuming they call me as promised to make the repairs, my complaint will have been resolved to my satisfaction Regards, [redacted]

Marcy,I have reviewed your requestI apologize that I did not receive my messages and I will handle that internally.I am agreeing to your request and would like to get this behind usAlthough I believe a used vehicle is a used vehicle, if paying this sum keeps us in good standingthen I will pay this amountI would like an address to send an overnight certified check to pleaseAnd the exact amount of the checkPlease respond via this forum so I know it gets to me!Thank you, ***

We appreciate your concern, but the vehicle was not falsely advertised on any website and was available for sale at the time you calledEvery dealership has vehicles at various points of the reconditioning process and many of them are sold before they ever make it out of the service department and to the sales lotWe apologize if McKayla did not get the vehicle status to you before visiting the dealershipThat is not a practice that is supported or trained by this dealershipMcKayla is new to the business and this is a training point for us to improve onWe do not ever want a customer to not be informedThe [redacted] did end up selling to a customer on November 1st, In regards to the loan you applied for with [redacted] ***I have a copy of the loan application that you filled out for [redacted] ***You do have loan approval for the vehicle that you submitted for but when the loan was submitted the section on your trade in was never filled outWhen your vehicle was appraised and with the negative equity from your trade the loan would not be approved as submitted without cash down to make up the difference in the negative equity and lower the loan to value ratios for the lenderSo, you still do have loan approval it’s just that you would not be able to keep your trade in the transaction with [redacted] on the vehicle you choseWe did look at other vehicles and financing options other than your [redacted] approval that might have allowed you to get in a different vehicle with a better loan to value ratio and try to keep your trade in the transaction without you having to put additional cash downIf you have any additional questions you could call me at the dealership and I will set some time aside for you

I wish you would have contacted my dealership about the issue that you have stated right after the purchase of the [redacted] over months agoIt is always hard to go back and look at things after the fact, especially when it does not appear to have been an issue until a maintenance issue arises and it may not be a covered part under the no charge power train limited warranty that was included in your transactionI have contacted the warranty company and the repair shop that you brought the vehicle does not appear to have submitted for coverage of this repairIf you could send me a copy of the repair they have agreed to review it and see if it might be something that they can cover minus the $deductibleI will not know about if this is a repair they can cover until we submit it with supporting documentationI have also had a chance to contact the sales representative that sold you the vehicle (Lori M***) and the sales manager (Nick U [redacted] ) they both still work in the areaNeither one of them indicated that they had made a claim that it was a factory installed [redacted] on the [redacted] that you purchasedSpradley Barr strives to provide great service and products to everyoneWe conduct an extensive evaluation of every used vehicle before it is sold and in addition to that we provide at no charge to the customer a two year or up to 150,mile power train limited warranty on eligible used vehiclesLastly, if you would like to look at having the [redacted] removed, please let me know and we can evaluate if it possible and something you would consider Bill H [redacted] General Manager [redacted]

Spradley Barr Ford will never perform a service on any vehicle without customer approval prior to repairThe dealership gave this customer a preliminary estimate and once the engine was torn down to the flywheel, it was determined that the engine had further damage that was confirmedThis was not estimated repair at this point and it was determined that the engine would need to be replacedAgain, the dealership called and confirmed what had been found after tear down of the engine with the decision makers of this vehicleThe dealership offered to reassemble the engine at no charge to the customer since the cost of repair would be higher than the preliminary estimateThe dealership also tried to get assistance from the manufacture even though the vehicle was outside of warranty and finally the dealership provided a cost for the final repairThe dealership received authorization to complete this repair for the new balance before work was startedThe dealership did not miss represent anything to this customer and gave them options that they had available to themIf the dealership would have been notified that the additional cost to repair this vehicle was unacceptable the customer could have taken this vehicle to a different repair facility since complete diagnosis had been performed and the repair needed for this vehicle was confirmed Please refer to the timeline in the first response since times, dates and authorization for this repair were documented

[redacted] ***, et al.,This email is to follon my complaint, but was closed before I could properly report the outcome.After my last response and then the counter-response from Spradley Barr Ford, I was contacted by the General Manager and talks on how to resolve my issues resumedWe were able to resolve our issues and were able to come to amenable terms on my complaintsAt this time, I’m satisfied with resolution provided to me by the General Manager and Spradley Barr FordPlease make whatever corrections needed to reflect this positive outcome.Thank you, [redacted]

Complaint: [redacted] I am rejecting this response because:it clearly states on the documentation provided by Spradley Barr Ford of Greeley that during the inspection they found the service trailer brake system light onwhen I asked about the service trailer brake system light I was told it was just a fuse.yes they did offer to look at the vehicle but when I asked if they were going to fix it there was no guarantees they wanted me to drive from [redacted] to Greeley so they could look at the vehicle Regards, [redacted] ***