Complaint Review: Marshall Ford East - North Olmsted Ohio

I am writing this to inform that public of my current situation with Marshall Ford East.

On June 1, 2002 I arrived at Marshall Ford East with my girlfriend. We were looking for a used car, as we are young and cannot afford a new car nor the insurance required for it.

Upon arriving at the lot, we were approached by salesman Pat Brino. He asked us what we were looking for and I explained "something dependable with good fuel economy." We looked at one car, which turned out as being out of our price range and then we came accross a 1996 Pontiac Grand Am.

At first glance the car appeared to be in good condition and had lower miles. The salesman sat in the car looking for the key but explained that he'd have to go inside to get the keys. I wanted to call my parents as to discuss with them what would be a good idea as far as financing was concerned. The salesman let me use the phone in his office.

I talked with my mother and Mr. Brino came in and started what was basically a sales pitch. He went on to explain about how someone had been interested in in that car who had looked at it and test driven it earlier. He described it as being a good car and there were "no signs it has been in a crash." He even ran a carfax report to show the car's history. In the carfax report the mileage added up to explain its low mileage and it didn't appear to be covering anything up.

I explained I wanted to test drive. Mr. Brino shoved more paperwork in my face, quoted me a price and asked me for down payment. I said I still wanted to test drive the vehicle. He said if I changed my mind he would refund the money, which was a $3700 down payment I made on a credit card.

It was then where I was taken to the finance office, still asking for a test drive. I was met by Brett Gaylord. He went on to explain something about a credit life insurance policy and then gave me a monthly payment of around $330. I then looked him in the eye and said "This credit life insurance, it is optional, right?" He said yes. I explained I didn't want it, which I was given a hassle about not getting it and he put the paper for it in from of me and I initialed that I had refused it. He then gave me a monthly payment amount of $300.17.

He then handed me a form saying "this is for insurance" and presented it as being a statement saying I would have insurance on my vehicle for the duration of my loan. I would later find out this was the document for the "VIN etch" scam.

He also told me that getting GAP insurance was required for the loan.

I also purchased an extended warranty on the car. This was the only option I voluntarily agreed to.

This was the end of the finance office. When I left I would later find out that I had some documents missing. These were: purchase order, GAP insurance form (was in corner of loan agreement), Etch document. Conveniently for them, the three things that seem to have been misrepresented. I later had to force copies of all documents related on July 11.

Upon leaving the finance office I was handed the key and a voucher for $10 in gas. The salesman had moved the car to the front of the lot apparently for our convenience. He mentioned I should get the car to the gas station as soon as possible. He said the car really needed gas and "the needle is all the way down."

Apparently I had just been swindled into purchasing a car without test driving it. I am not proud of this and I feel my rights have been violated. The saga continues.

I drove the car down the street to the gas station. I realized the guage was all the way down. This was not because the car was low on gas, but because the cluster (guages -- speedometer, engine lights, etc.) was not working. In fact, I didn't even use the full $10. I bought mid-grade gas.

I drove home. The drive was about 45 minutes and I noted the following other problems: grinding noise on hard right hand turns and the suspension seemed to be a little worn. My brother (a mechanic) noted that there was a pressure break on one of the tires. My girlfriend noticed the passenger side seatbelt didn't buckle. (We drove my old car to the dealership but didn't trade it in, we noticed this when we went to go grocery shopping.)

The next day I called up the dealership and spoke to Mr. Brino and explained the problems. He agreed to fix the problems, minus the tire. He explained the condition of the tire as being a deformity and it was "safe to drive on." I took it around 6pm on June 3, 2002. I didn't mention the seatbelt problem at this time.

I didn't get the car back until June 13. I got the keys, found the car, which now the tire with the pressure break was flat. I started the car and the cluster was working so well that I had the following lights on: check engine, low coolant, air bag, ABS, and ETS off. I immediately pointed these out to the salesman and he said "the computer probably just needs to reset itself" and that I should go down to the street to the gas station to fill up the tire.

The repair receipt states the cluster and being replaced. It also states the grinding noise as being repaired. It wasn't.

I drove the car home that night and called it a day. When I went to start the car the next morning it stalled out six times.

I called Pat Brino on June 15 and explained that the grinding noise was still present. He explained it as being because the tires on the car were too wide. (These tires came with the car) And I also said I wanted them to look into the lights on the cluster and the seatbelt. He agreed to look into the lights but dismissed the seatbelt problem as being a minor thing I can get fixed on my own. Referring the the mechanical problems he advised me to "Wait until your service plan kicks in."

I brought the car to them on June 20. I dropped the car off and got a ride to work. I got a phone call a couple hours later explaining to me that my "computer is bad" and it's going to be about a $1500 job. I asked him if he was sure and he said he was. He then went on to explain to me that it was okay to drive the car in its condition saying "It's just a light." I said I would consult with my brother prior to having this work done. He told the service department that I was having my brother fix the problem. I found out that Mr. Brino had said this when the service advisor, Mark Malnar, called me to explain to me that my brother couldn't fix the problem. I informed him I was aware of this and never stated that he would be working on it.

The "computer is bad" problem seemed a little suspicious. I called Pat Brino up and stated I wanted to return the car. He stated the sale is final. I informed him that I was going to take it to a Pontiac dealership for a second opinion. He tried to convince me otherwise.

I took the car to Ganley Pontiac located in North Olmsted, Ohio. They ran diagnostics and concluded that the computer was fine, but the air flow sensor was bad -- a junk yard part froma Chevy Lumina. They didn't have any parts in stock so they had to order it.

About a week later the sensor was replaced and I asked them to look into the air bag light. They informed me that the airbag light had crash codes and could not be reset. The ABS light was on because there was a bad speed sesnor and the right front hub was bad. I was shocked, and asked if they were sure that the car has been crashed. They explained there was no way the car had not been hit.

I called Marshall Ford and spoke with Pat Walden, who explained that the previous owner "must have felt the crash was nominal."

I brought the car home, had my brother take it to work with him so he could put it up on a lift and he gave me a list of problems he was able to observe, such as a torn CV Boot.

I filed a report with the BBB and disputed the down payment through my credit card. I also contacted news stations, the Attorney General, and an attorney who was recommended by someone who works at Ganley.

I took the car back to Ganley Pontiac and gave them my brother's list. I also asked them to check for other problems with the car. Here is the list of problems/work needed:

Check engline light on, needs two new struts and bearings, needs left c/v boot outer tie rod ends, sub frame welding hand been done -- cannot alight without body work being done, right lower control arm bent, car has no parking brake cable, ABS malfunctioning, Windshield washer bottle cracked, Left front wheel well missing, clutch coil is broken off and harness missing for A/C. The list goes on and the total estimate of repairs needed (including work already put in is between $2000 and $4000.)

The car went into the shop the last time on July 16, 2002. They made their best attempt to honor my extended warranty -- they tried to sublet through Marshall Ford from the warranty company. At first Marshall Ford was compliant, but then later they wouldn't give an answer. The car sat in the shop until August 21, when I was called by Bernie Levy, General Manager of Marshall Ford saying he would not "give Ganley a blank check to make repairs."

He offered to work something out with me if I would bring the car in. His offer was ridiculous. He wanted to up my monthly payments, put me in a brand new car and not refund me for the work I had put into the Grand Am. I refused. He wanted verification that my car was in the condition I claim and that the work has been done. In the mean time, they have given me a loaner to drive. I did not agree to anything in this office beyond them getting to look at the car and its condition while they give me a loaner.

As of current, the car is at Marshall Ford and they are still assessing the condition and estimates.

Preston

North Olmsted, Ohio

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