Livermore Ford

Livermore Ford responded

Cody, thank you for taking the time to provide this information and thoughts about your recent visit to the Dealership. I had to search a little harder than normal because the car deal was under another persons name, but I was able to find it and copies of the warranties you referenced. According to our records you purchased the vehicle from us on October 15th, a little over 8 months ago, and at that time the vehicle was still under the 4yr/48,000 mile bumper to bumper warranty from Maserati. The additional warranty you purchased is a comprehensive policy, but like the manufacturers warranty has limitations on wear or maintenance items. You also have a maintenance plan which would cover services required/advised by the manufacturer for 5 years from your purchase date. Your salesperson, Tilli, said he spoke with you today and he said you aren't driving the vehicle very much, which could be the reason the battery is failing. As I mentioned above the battery and general maintenance items like brakes, belts, hoses, tires etc. are not covered by the manufacturer or under an extended warranty, but a number of items would be covered under the maintenance policy you have. I spoke with our Service Director and he has agreed to restructure the repair order and for the cost of the Battery, an additional $325, they will remove and install the new battery. They will also reset and reprogram all sensors and electrical components effected by a dead battery. You called and we spoke briefly, within the past 48 hours, and I explained this to you and you thanked me for the information I apologize for any miscommunications by the team and hopefully this is an acceptable resolution for you. I will have Tilli, reach out to you again today to present this offer and set an appointment for you if you wish. Jim White General Manager Gill Auto Group Livermore Office: (925) 294-7700 Mobile: (719) 491-498

Clarkcody20 responded

Car deal is under mine and my wife’s name I did a little research myself and what you are telling me is majority false and sale pitch. I was forced to pay $255 that I didn’t have to pay per warranty when I called them myself. Pretty fishy if you ask me. I’ll have my team dig into this. Again a week for a response is very poor and 20phone calls and leaving voicemails is horrible service. Issue is not resolved still

Clarkcody20 responded

Also I don’t know where you are getting the over 8months from also inaccurate and should recount sir. Thank you

Clarkcody20 responded

I’d like to speak with your boss so I can actually get this taken care of today not another week before I get a response

Clarkcody20 responded

I have still not been given anything that I asked for multiple times and this is unacceptable. Ridiculous

Livermore Ford responded

Susan, I have researched your issue with the Dealership and Yousef, and I'm sorry you were unhappy with your experience. I was told by your salesperson, a second Finance manager and the sales manager you are speaking with, that all of your concerns have been addressed and the cancellations for the products you purchased have been processed. As I wasn't in the office, I am forced to follow a paper trail and interview the people involved. All documentation including the contracts and a precontract disclosure, which is required by law in Ca., has been signed by you and your husband. If you decide to pursue the path you mention in your post, we will happily provide the agencies with these required forms and anything else they need. I remember the day you and your husband were here and that you spent over an hour with the finance manager you have named as being unethical... including others you have not mentioned by name. According to your salesperson and Yousef, you were presented the service contract, gap and other products, and agreed to include them in your loan. I was told your husband was a strong advocate of the gap insurance because you had recently been in an accident. I was also told your concerns were raised the day after you left the store and that we were not as responsive as you had wished. For this I can take responsibility and improve our process, but as I mentioned above I believe all of the product cancellations have been processed and you/the lender will be receiving a full refund. Once more, I wish to apologize for the way you felt you were treated and I believe with every public posting, good or bad, we have an ability to learn and improve. If you need anything from us please feel free to reach out to me, I am happy to help. Jim White General Manager Gill Auto Group Livermore Office: (925) 294-7700