Livermore Ford

I would like to share my opinion about my experience with this organization. Before I chose to do that, I called them many times for about 2 months, trying to resolve the problem. I purchased a Lincoln Na this organization. Before I chose to do that, I called them many times for about 2 months, trying to resolve the problem. I purchased a Lincoln Navigator at Livermore Ford 10/08/21. I also purchased an extended warranty for that car for $3094. 8 month later when I tried to repair my car, I found out that my warranty was never activated and that insurance company never accept that contract because they do not insure commercial cars , but that dealership successfully sold me that at the time of purchase. They basically sold me the warranty for the regular car and not commercial car as I specifically asked them to and we agreed upon. This was a complete fault and total unprofessionalism of the people who do paperwork at this organization. I currently don’t have their promised in writing extended warranty and I don’t have my $3094. I contacted the dealer and spoke with financial manager F…… A…… , who told me that I should receive a call or email from the insurance company about a refund very soon (about a week ). They do not deny that they are in the wrong here… After waiting a month – I contacted the insurance company myself and found out that my policy was never active and I needed to contact the dealer for a refund. I contacted the dealer and this time nobody returns my calls. I contacted Lincoln concierge service asking them to help in that ridiculous situation. Lincoln concierge called me back and told me that they got a hold of the financial manager F…… A…… and he told them that I will get my money back…you know the usual “check is in the mail bs”… So I went through a nice circle. Bottom line - this organization sold me a non active extended warranty for $3094 around 10 month ago. I don’t have $3094 and I don’t have my extended warranty. What I do have is a verbal promise that I will get that money back some day and a circle , dealer is saying insurance will issue refund and insurance saying dealer will issue refund . I think if they will have a deal to buy one get one free I still will be avoiding that place - and I strongly recommend everyone does too, this place is just not worth the hassle. More

The initial greeting and welcome were prompt and friendly upon arrival, guided to visit with Tony to help me buy out a lease that was coming to an end later this week. Ford Credit stated we can visit any dea upon arrival, guided to visit with Tony to help me buy out a lease that was coming to an end later this week. Ford Credit stated we can visit any dealership to facilitate the transfer and buyout, so naturally I chose my local dealer where I have serviced and purchased before. I walked in with the Ford Credit 10-day buyout price from the account homepage, and that figure was confirmed by Tony on his screen as well as in his handwritten notes. Once the itemized payout was printed and presented to me from Finance, the buyout price was $500 more. When confronted why the price is mysteriously higher, the salesman stated it was the “10-day buyout price”. RED FLAG. The team refused to explain further, so I had to call Ford Credit and get a live operator to reiterate the buyout price on the phone and confirm this was price good through July 24th. Only then did they say, that’s fine, we’ll do that price – all daylighting that this was clearly a dishonest attempt to capture $500 above and beyond the other paperwork and processing process. I understand nobody wants to do something for free, but I’m a long-time local customer currently with $150k in 2 new Ford’s that regularly services and does 100% warranty work here, and even bought $70k+ Alfa Romeo Giulia Quadrifoglio from same dealership in 2018. The money has little to do with my review or experience, its the treatment and deception. It felt that Tony the salesman was the messenger and “playing his role”, the finance team came off as annoyed that they had to invest their time helping a local and Ford Credit customer do paperwork that didn’t earn them a notable fee. I empathize with that possible perspective and want people to get a good return on their time, but this was shortsighted, trying to sneak in $500 and taking 1.5 hours debating simple paperwork made what should have been friendly, quick and painless into a disastrous, unforgettable brand damaging experience. An unknown challenge arose when we paid the registration 3 days early but on the same day attempting to purchase the car. The DMV digital records take 1 business day to update, so the Dealership was seeking an additional registration payment which we debated for an inordinate amount of time. I had no issue paying it a second time but given the initial dishonesty, I simply requested a letter from the dealership acknowledging previous registration payment and to confirm in writing they will issue a refund of the $500+ dollars. They wouldn’t issue such letter, but we settled on a receipt of payment to DMV and settled the issue. Chase Bank and DMV could not cancel the payment and processing - this was our only option. The deceptive and dishonest approach and elongated debate on registration payment created a monumental lack of trust in this organization that will be hard to repair. A courteous, honest approach would have benefited all parties for years to come and could have magnified my commitment and referral efforts. I respect people and their jobs, and truly want people to make money and earn a living but just be straight forward and don’t try to be tricky because a few of us will catch it and daylight it. I’m a loyal Ford guy and prefer to buy everything I can locally, but experiences like this and recent service blunders make me hesitant to continue my efforts at this dealership and this brand if I can’t consistently and conveniently service them in the future. More