We requested a vehicle with the backup package the salesman said it would have it, was delivered and it did not, dealership will not make good,
The car we wanted was not on the lot, they said they could get it. They had us fill out all paperwork ahead of delivery. When we picked it up the salesman was demonstrating the features, and then said "oh no", ***** is going to be mad. The car did not have the backup package. *****, my husband call and spoke with the salesman who advise that they would take care of it and made an appointment with "*****" to get it installed. ***** as the salesman "this will be the same, it will have the lines and make the beep beep noise", the salesman response was "it should". two week later ***** installed and when we picked it up it was only the camera and not the sensors as well. The salesman knew what we wanted, made multiple mistakes and then did not follow through. What is worse he had us sign the docs advising all features were there on the car, prior to the car showing up. We called and spoke to the sales manager Trent and this has been a week since he advised he would see what he could do and call us back, and big surprise no call.
I want what was promised and have the backup package with the sensors installed.
Contact Name and Title: ****** *****, Office Mana
Contact Phone: **********
Contact Email: ******@republicford.com
I would like to first start by apologizing for this situation and wishing we could go back to the first day the customer was here. Our goal is to be a benchmark dealer in this area and have the community's trust and maintain a solid reputation, so situations like this are upsetting to hear about.
Having read both the responses from the ****'s on the Ford Survey and the BBB response, and then having interviewed **************** and ************ about the situation, I have come to understand the situation as so:
The ****'s originally test drove a 2014 model with a backup camera, but they decided the payment was too high on that particular model, so ***** found them a similar vehicle but in the 2013 model year and with a few less options. ***** and ***** went through the window sticker line by line and had the customer sign off on all the options since the vehicle was not on the premises to look at in person. However, when the vehicle arrived it was clear that the ****'s were under the impression there was a backup camera which they voiced to *****. It was then determined that the $650 backup camera would be installed at the dealership's cost. The backup camera, however, did not make the sensor notification beeps like the ****'s wanted and they are now requesting the additional $400 sensors to be installed.
I have concluding that splitting the cost on the $400 sensors would be reasonable if that is acceptable with the ****'s. I know they are requesting the full amount to be covered by the dealership but because there is evidence that the window sticker did not show the backup package and the dealership already made a good faith effort to install the camera, a split seems rational. If that is not acceptable, I urge the customer to contact me directly so we may begin speaking face to face about it. Being a local customer, I would truly like to earn back their trust and maintain a relationship with them.
Final Business Response
Lydia came by the dealership today and picked up a PO to take to ****** and have the sensors installed at our cost. This case can be marked as resolved.