I spoke with my General Sales Manager, [redacted] , this morning regarding the above BBB complaint ID 12186539. [redacted] stated that Mr, [redacted] was just in the dealership, prior to me walking into his office, and that the matter described in the complaint has been rectified and that Mr, [redacted] walked out... happy.
I've spoken with my Service Director, *** ***, who's been in contact with Mr*** reached out to Mr*** right after the first review was receivedapologized to Mr*** and explained that he's in the process of making some major changes in the Service Department, however Mr
***'s experience should've never happened, it was unacceptable behavior and is not the type of work ethic that we instill and/or tolerate here at Sunland Ford*** explained that he would like to refund the amount of Mr***'s oil change as customer goodwill and again explained that he.was very sorry and disappointed in the lack of work performed here at the dealershipMr*** expressed to *** that he just wanted to let him know what happened, thinking that maybe *** was not aware of the situation and hoping that if he let *** know, it would not happen againMr- *** then sent in 2-more negative reviews via social media & Ford Survey's, after the contact with ***, expressing his poor service and ***'s response to his review(s)*** did exactly as he should do; having his shop foreman review the paperwork and then speaking with the technician involved finding out what went wrong and why the service(s) were not performed*** also extended the refund in good faith to Mr*** as an apology and further let Mr*** know that this would be/and since has been dealt with in-houseAs for *** reaching out to Mr***, again, letting Mr*** know that Ford would be re-surveying him, asking if we've made contact with him to resolve the issue, if he could please answer yes; that is exactly what he should've done*** has let, Mr, *** know that no one is perfect and that mistakes arc madeWe made a mistake; *** called to apologize and tried to make it right with himMr*** refused his offer, *** has invited Mr*** back to our Service Department and told Mr*** to personally ask for him the next time he comes in and he will make sure everything gets handled properly, therefore no need to find another service center. It should be noted that the shop foreman did review the paperwork and did have a discussion with the technician regarding focus on the task at hand and to be mindful of his job duties and responsibilitiesBe proud of the work you do and be proud that you work for Sunland Ford
Initial Business Response /* (1000, 5, 2015/09/29) */
Contact Name and Title: ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@sunlandford.com
We ordered the part from Ford and the PCM was on a national back order with the vendor that builds the part from Ford and no delivery
date on to when it will be availableAfter several weeks and no response from Ford ,we decided to call around to a local parts house for one and they said they could get one, after we got the authorization from the customer, we called and tried to order the part and they could not get the part as wellWe then called around and they could only repair the original computerWe apologize on the way it appeared that we did not want to assist you, we also would like to apologize for any inconvenience that this has cause and we really appreciate the business
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept this because this does not match what I was toldThey said that the part was unique and had to be specially madeThey gave me a date for when my car was supposed to be readyI waited almost a month and they had the same excuse for every time I called to check on my car
Final Business Response /* (4000, 9, 2015/10/12) */
Mr.***, the part was unique that ford didn`t have the part available from the supplier that builds the part for Ford, they kept pushing the date outI know this may appear that we kept pushing the date out farther but we were at Ford mercy on this and they could not even give us a time frame when the parts would arrive and then we called around to help you with one from one of our parts houses that we work with and then they said yes , we could get one and then when we placed the order with them , they could not get one as well and they said they could only repair the original oneWe had multiple people working on this for you and we had no luck , we are deeply sorry for any convenience this may has called we apologize for how it appears
I spoke with my General Sales Manager, [redacted], this morning regarding the above Revdex.com complaint ID 12186539. [redacted] stated that Mr, [redacted] was just in the dealership, prior to me walking into his office, and that the matter described in the complaint has been rectified and that Mr, [redacted] walked out...
I am rejecting this response because:
It does not reflect
the comments and actions of service Manager [redacted]. Ms. [redacted] portrayal of our interaction is inaccurate
at best. This was not simply an oil
change. It was the first service of a
new car.
At no time did Mr. [redacted] ask me to return to
the service center to ensure my car had been serviced correctly and that I received
services for which I paid. My initial
request was to have my service re-accomplished, instead, he offered $61.46 and a
string of apologies. He stated that when
I returned for my next service to seek him out to ensure I received proper
service. I did give a poor review of
Sunland Service on yelp, as they deserve, but every other complaint was
directly to Mr. [redacted], Ford Corporate or the Revdex.com as Sunland performance and
integrity are sub-standard.
Fact is, I dropped the car off for service at 4:33pm,
I was called at 5:04 pm to come pick it up.
That means that from reception to completion and calling me took ~31
minutes. It puzzles me that these types
of actions are characterized as mistakes when, in fact it is fraud. The technician knowingly falsified service
records creating a situation where I’m not even sure if my oil had been changed
or any action had been accomplished in accordance with my service plan. These actions can be directly attributed to
the shortened service life of vehicles. How
many vehicles have been processed through your service center with similar
actions on the part of your technicians?
The final straw was when, Mr. [redacted] had the
audacity to request I provide an “Excellent” review when Ford sends a quality
of service survey when he did nothing but offer $61 and apologies. I do know that my tires were not rotated and
the oil service lite was not reset. I
still do not know if my oil had been changed and service inspection
completed.
I now have to drive 52 miles, one way, to another Ford dealer for service. I had to pay for my own tire rotation, oil change and I'm still not positive my inspection was accomplished. So, if Ms. [redacted] believes Mr. [redacted] did exactly what he was supposed to do; I'm positive I shouldn't give Sunland another chance.Please see the attached e-mail that properly
reflect the content of our exchanges.
I spoke with my General Sales Manager, [redacted] , this morning regarding the above BBB complaint ID 12186539. [redacted] stated that Mr, [redacted] was just in the dealership, prior to me walking into his office, and that the matter described in the complaint has been rectified and that Mr, [redacted] walked out... happy.
I've spoken with my Service Director, *** ***, who's been in contact with Mr*** reached out to Mr*** right after the first review was receivedapologized to Mr*** and explained that he's in the process of making some major changes in the Service Department, however Mr
***'s experience should've never happened, it was unacceptable behavior and is not the type of work ethic that we instill and/or tolerate here at Sunland Ford*** explained that he would like to refund the amount of Mr***'s oil change as customer goodwill and again explained that he.was very sorry and disappointed in the lack of work performed here at the dealershipMr*** expressed to *** that he just wanted to let him know what happened, thinking that maybe *** was not aware of the situation and hoping that if he let *** know, it would not happen againMr- *** then sent in 2-more negative reviews via social media & Ford Survey's, after the contact with ***, expressing his poor service and ***'s response to his review(s)*** did exactly as he should do; having his shop foreman review the paperwork and then speaking with the technician involved finding out what went wrong and why the service(s) were not performed*** also extended the refund in good faith to Mr*** as an apology and further let Mr*** know that this would be/and since has been dealt with in-houseAs for *** reaching out to Mr***, again, letting Mr*** know that Ford would be re-surveying him, asking if we've made contact with him to resolve the issue, if he could please answer yes; that is exactly what he should've done*** has let, Mr, *** know that no one is perfect and that mistakes arc madeWe made a mistake; *** called to apologize and tried to make it right with himMr*** refused his offer, *** has invited Mr*** back to our Service Department and told Mr*** to personally ask for him the next time he comes in and he will make sure everything gets handled properly, therefore no need to find another service center. It should be noted that the shop foreman did review the paperwork and did have a discussion with the technician regarding focus on the task at hand and to be mindful of his job duties and responsibilitiesBe proud of the work you do and be proud that you work for Sunland Ford
Initial Business Response /* (1000, 5, 2015/09/29) */
Contact Name and Title: ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@sunlandford.com
We ordered the part from Ford and the PCM was on a national back order with the vendor that builds the part from Ford and no delivery
date on to when it will be availableAfter several weeks and no response from Ford ,we decided to call around to a local parts house for one and they said they could get one, after we got the authorization from the customer, we called and tried to order the part and they could not get the part as wellWe then called around and they could only repair the original computerWe apologize on the way it appeared that we did not want to assist you, we also would like to apologize for any inconvenience that this has cause and we really appreciate the business
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept this because this does not match what I was toldThey said that the part was unique and had to be specially madeThey gave me a date for when my car was supposed to be readyI waited almost a month and they had the same excuse for every time I called to check on my car
Final Business Response /* (4000, 9, 2015/10/12) */
Mr.***, the part was unique that ford didn`t have the part available from the supplier that builds the part for Ford, they kept pushing the date outI know this may appear that we kept pushing the date out farther but we were at Ford mercy on this and they could not even give us a time frame when the parts would arrive and then we called around to help you with one from one of our parts houses that we work with and then they said yes , we could get one and then when we placed the order with them , they could not get one as well and they said they could only repair the original oneWe had multiple people working on this for you and we had no luck , we are deeply sorry for any convenience this may has called we apologize for how it appears
I spoke with my General Sales Manager, [redacted], this morning regarding the above Revdex.com complaint ID 12186539. [redacted] stated that Mr, [redacted] was just in the dealership, prior to me walking into his office, and that the matter described in the complaint has been rectified and that Mr, [redacted] walked out...
happy.
Final Consumer Response /* (2000, 5, 2016/02/25) */
My trade in was paid off in a timely manner. The issue is now resolved.
I am rejecting this response because:
It does not reflect
the comments and actions of service Manager [redacted]. Ms. [redacted] portrayal of our interaction is inaccurate
at best. This was not simply an oil
change. It was the first service of a
new car.
At no time did Mr. [redacted] ask me to return to
the service center to ensure my car had been serviced correctly and that I received
services for which I paid. My initial
request was to have my service re-accomplished, instead, he offered $61.46 and a
string of apologies. He stated that when
I returned for my next service to seek him out to ensure I received proper
service. I did give a poor review of
Sunland Service on yelp, as they deserve, but every other complaint was
directly to Mr. [redacted], Ford Corporate or the Revdex.com as Sunland performance and
integrity are sub-standard.
Fact is, I dropped the car off for service at 4:33pm,
I was called at 5:04 pm to come pick it up.
That means that from reception to completion and calling me took ~31
minutes. It puzzles me that these types
of actions are characterized as mistakes when, in fact it is fraud. The technician knowingly falsified service
records creating a situation where I’m not even sure if my oil had been changed
or any action had been accomplished in accordance with my service plan. These actions can be directly attributed to
the shortened service life of vehicles. How
many vehicles have been processed through your service center with similar
actions on the part of your technicians?
The final straw was when, Mr. [redacted] had the
audacity to request I provide an “Excellent” review when Ford sends a quality
of service survey when he did nothing but offer $61 and apologies. I do know that my tires were not rotated and
the oil service lite was not reset. I
still do not know if my oil had been changed and service inspection
completed.
I now have to drive 52 miles, one way, to another Ford dealer for service. I had to pay for my own tire rotation, oil change and I'm still not positive my inspection was accomplished. So, if Ms. [redacted] believes Mr. [redacted] did exactly what he was supposed to do; I'm positive I shouldn't give Sunland another chance.Please see the attached e-mail that properly
reflect the content of our exchanges.