Complaint Review:
Mel Clayton Ford
My first purchase of a new truck was with this company, and I have been run in circles since day one. I regret ever stepping in their doors.
About two months ago I went to see about tradfing the truck I had purchased for something less expensive. When the deal was in process I brought my title for the pickup to the finance manager Donita Long.
Two weeks later I got a call saying that I didn't get approved, and I needed to bring the car back to them. When I arrived and asked for my truck and title the salesman didn't know where my title was, told me to call back the next day.
The following day I called my salesman Rob Roblis and told him I would need my title, can he put it in the mail? He said he would look for it and get it in the mail. Two days later to follow up I called back and he couldn't find the title but would look again. WHY WASN'T I INFORMED? The next day I called again, Rob said it is in the mail.
So I waited about 4 days before calling back AGAIN! Rob sais he's not sure where the title would be, thinks it was mailed. So finally I went back into the location on February 4th to see if someone could help me. No one was able to locate the title. Donita Long had no idea where the title would be, neither did the salesman.
Later that week I received a message from Rob Roblis asking if I had gotten my title yet, he wanted to follow up. No I still do not have my title.
I went to Mel Clayton Ford once again last night February 12 and requested my title from the receptionist. She didn't have it in her stack of titles waiting for pickup. A nearby salesman said he would look for it but came up with nothing. He did suggest I go to the MVD and oick up a replacement. I SHOULD NOT HAVE TO DO THIS FOR THEIR IGNORANCE AND LAZINESS.
Apparently there was no one there that could help me. NO ONE THAT COULD HELP ME? If I came in there and wanted to buy a car there would have been a salesman, a sales manager, and a finance manager hounding me at the door!!!!
This has been the worst experience I have had doing business with any company. They are unreliable, liars who will do anything to get the sale and then forget about you once you leave their premises.
My father referred me to them and was supposed to receive $100 back for the refferral. It has been 8 MONTHS and still no money. He also gets the run-around when he calls. No one seems to know anything about anything within the walls of this building. They are all idiots who couldn't keep their a*s on straight if it wasn't attached.
*********NEVER BUY FROM MEL CLAYTON FORD********
Christina
Phoenix, Arizona
U.S.A.
1 Updates & Rebuttals
Tricia
Phoenix,Arizona,
U.S.A.
They are crooks!
#2REBUTTAL Individual responds
Wed, September 08, 2004
Attached is the complaint I sent summing up everything that had occured.
I purchased a 1999 Ford Explorer on 6-28-04, two weeks after I purchased the vehicle, I put it in reverse and it would not go, it just made a grinding noise. I turned the car off and started it again and it reversed fine. I then drove the vehicle home and the RPM's were going really high and the vehicle seemed to not want to switch gears. I called and brought the vehicle in for inspection. Ron inspected the vehicle and then told me that it was normal. Reluctantly, I left and I drove the vehicle for another week and was not comfortable with the gears and I knew that was not normal and dangerous. I called back several times to talk to the service guy Ron and finally got an appointment scheduled only after talking to Michael Moss. Rob Johnson was my new service advisor. I brought the vehicle back on 8-5-04 and he refused to authorize a rental vehicle until the extended warranty people could verify the source of the problem (which I was told was the transfer case by Rob Johnson) to determine if it was covered, I called all weekend long and was told the same thing over and over that the extended warranty person had not been out and no rental would be covered at that point until they knew if it was covered. I argued several times that I just purchased the vehicle and that it had to be covered. I was finally told on 8-11 that they were putting in a new transmission and it was covered and that I could get a rental, however I would have a $100 deductible. I argued this with Rob Johnson and he waived it, and since my car was ready 8/12 I opted not to get the rental for that last day.
I got the vehicle back on 8/12 and on 9-1, I again put the vehicle in reverse and it did the same thing and now while in drive the gears seem to slip. Again called and talked to Rob Johnson and he advised her that since it was a new transmission to wait and see if it does it again and at that point to bring it back in.
I went out of town over the Labor Day Holiday and while traveling home on 9-6-04 at 2:45pm down the Salt River Canyon, not only does the gear slip, it made a loud noise and completely stops and starts to roll backwards. So as my car is going in reverse on a very busy canyon highway with holiday traffic heading toward the back of my car. I slam the emergency brake on and sit in the middle of the highway for 2 1/2 hours for a family member to reach us. They moved the car to the side of the road. In the meantime, I had called the road side assistance, the advised that the vehicle would be towed by Action Towing to Globe AZ and that the total charge was $250.00 and that I would have to pay $150.00 to the driver when the vehicle arrived. The vehicle arrived in Globe after 9pm and was dropped off at Mcspadden Ford. I paid the driver the $150 and had to spend the night in Globe and missed a day of work.
The following morning, I went to the Mcspadden Ford and gave them the keys, they advised that they would inspect the vehicle to determine the cause and get back to me. In the meantime, I contacted Rob Johnson for a rental vehicle and again he declined stating that they do not know that the source of the problem would be covered or not. I explained that I am stuck out of town and need to get home, in which he still declined. I tried to contact another manager and was told that no one was available to help me. I went ahead and rented a vehicle and drove home to Phoenix. When I arrived into Phoenix, I got a call from d**k at Mcspadden Ford stating that the transfer case needed to be replaced and that he ordered the parts. He advised that it is covered under warranty and that I will have to pay my $100 deductible. I advised that I shouldn't have to pay it and explained the whole story and he advised that I would need to contact Mel Clayton Ford. So I called several times on 9-7 to talk to a service person and was told several times that they are busy and no one was available to discuss. I finally decided to go into the dealership.
I got to Mel Clayton Ford and went into the main office, I was referred to the service department. I went to the service department and they referred me to a supervisor in the used car department. I go and sit over there for a about 45 minutes and then the manager Luis comes out and sends me back to service to talk to Adrian. I go to talk to Adrian Ortega and he tells me that they are closed for the day and that he was supposed to leave 15 minutes ago. I started to explain that we had been there waiting for over an hour at this point and he stated that there was nothing he could do since my extended warranty did not cover towing and that I would be responsible for the $100 deductible He took my name and number and advised that he would call me in the morning after speaking with the extended warranty people.
I called Adrian this morning and he advised that he had not had a chance to talk to anyone and that he would call me back again giving me the run-around.
I have been getting the run-around from the 1st time I reported the problem and have had nothing but excuse after excuse and to mention being shuffled around. I am extremely upset with your customer service and even more bothered by the fact that my family was put into a into a very dangerous situation because Mel Clayton Ford has refused to provide the service that they are obligated to under their own guarantees and promises. Even though this whole experience has been very upsetting and a huge inconvenience, the only thing I have asked for is reimbursement of my $150 tow expense and that my deductible be waived again. I am not in the position to swallow these fee's and do not feel that I should have to. I was sold a vehicle with a bad transmission and a bad transfer case and am being charged to have them repaired. I looked on-line and this particular vehicle was recalled for these items that were obviously not repaired prior to selling this vehicle to me. I will not let this rest and will first file a complaint to the General Manager Terry Vantaggi, next Better Business Bureau so they can let other people know how I have been treated by what is supposed to be a reputable company.