This is a unique situation, so I'll keep it straightforward…read more
When the customer picked up her vehicle, she immediately expressed dissatisfaction with the cleanliness, despite the vehicle having been professionally detailed. Her concern was that when the rear hatch was open, rain runoff marks could be seen along the sides. To address this, we provided her with money to have the vehicle detailed at a shop of her choosing.
# Response to this part
When we went to pick up the Vehicle it was not cleaned when we opened the hatch the pollen was still there from when the vehicle was looked at. (if it was professionally cleaned it would not have been there, I have purchased vehicles that have been professionally cleaned.) It was not rain run off per what is being said. There was another person with me that saw this Jeff did provide money taken off so I could get it cleaned. If I took it some place it was more than what was offered because most shops would be over what was offered.
Despite this, each subsequent interaction involved continued complaints about cleanliness. During this time, she also made insulting remarks toward two of our employees and myself, the owner.
# I gave Jeff a lot of credit for trying to make things right since when we wanted to pick up the vehicle the paperwork was not done and we had to wait for the salesperson to go to Motor vehicles and get it done. I don't recall making insulting remarks about the employees or the owner. Jeff was given a lot of credit for things. The only time a remark was made was when something was said about the salesperson that sold the PWI warranty I felt he was rude when I called and asked a question.
Approximately six months later, she experienced an issue with the SUV that was clearly outside of warranty. Even so, we offered to repair it at our cost as a goodwill gesture. The following day, after we made this offer, she posted a one-star Yelp review. When I contacted her to ask about it, she stated that she did not intend to create a Yelp account, write a lengthy one-star review, and post it, claiming it was an accident. The review did not use her name but did include the VIN of her Explorer, which made it easy to identify the source.
# Jeff did make an offer but not the full cost of the garage that his mechanic sent us to. Jeff's head mechanic is the one that stated he was not sure of what the issue is and felt it was better for us to take it to the garage that he recommended. So, we did and they gave us a different issue than what we have got so we had 2 different opinions and what Jeff offered did not cover the cost. Plus, we had to pay two hundred dollars to get diagnosed at the garage that his mechanic sent us to for an 2nd opinion. The issue is what opinion do we go with to get it repaired if there is an offer to cover the full repair and if not correct. Then work was done that really didn't need to be done
We purchased the extended warranty so that things would be covered the way it was explained while there to pick up the vehicle. The salesperson stated that this is a good warranty company and they work with the customers. The warranty does not run out till 2026 when they were called, they also stated that they were going to train their employees and the salespeople a little better since they are finding out it would be helpful. The owner of the vehicle has only put three thousand miles on it since it was purchased from that dealership. So not outside of extended warranty. Jeff the owner did make an offer but did not cover the full cost of the repair, only a portion. (And per the mechanic we had 2 different opinions as to what the issue is and cost. The computer review was on computer it was a way to vent was not supposed to be sent. was sent by error.
Additionally, the vehicle had a factory recall on the window molding, which was on national backorder. To help her in the meantime, we purchased aftermarket moldings and had them professionally installed at no cost to her. She later removed them herself using what she described as a "butter knife." We replaced them once more with another aftermarket set, again at no charge, and advised her not to remove them until Ford could install the factory replacements.
# The factory recall was never mentioned to me till I contacted them and stated that there is a recall on the window molding and that is was on backorder. Jeff was great as to getting aftermarket molding to but on the vehicle since the 1st set he had installed blew off that day on the highway, I had someone with me when they blew off. so, Jeff was contacted and Jeff offered to order another set since the 1st set was not ordered another set and had them installed till ford received the factory recall ones and then the vehicle was dropped off at ford to install them and have not had an issue since. I never removed them with a butter knife not sure where that came from.
