Cleveland Ford

Cleveland Ford responded

WEhave received your review from dealer rater. My name is Sandy Purlsy and I am the E-Commerce Director. My Dealership participates in the DealerRater.com Certified Dealer Program. We are committed to providing high quality customer service, but based on your DealerRater.com review, you did not share that experience. That is very disappointing to us, and through this program we have the opportunity to work with you to resolve any issues with your experience at their dealership. It seems that the problem is being resolved as we speak is that true? We take great pride in our customer service and we do hope together we can resolve this issue.

dwoods responded

Based upon the continued misleading information I've received from them, I am not confident that it will be resolved. They have been very misleading regarding many issues When I first contacted them on 5/22 after I learned the current problem was due to a "wreck" I was told by Mike that they would make it "right" and that he had a 2008 Edge (which is what I owned) on the lot that would be perfect. He asked me to come up on Tuesday morning and they would switch me out. I thought all was going to be okay, however when I found out they were open on Monday (Memorial Day) I called them and told them I wanted to come up that day so I would not have to take off work on Tuesday. When I got there to meet with Mike he told me he did not have the 2008 Edge that they sold it, but would put me in an Explorer or a car! Therefore as you can see I am not very confident in their desire to take care of me. I feel that I should be made "whole" with this new deal. I should not have to pay more and should retain my same current payoff which I confirmed with the bank today (who currenlty holds the lein). Per the bank they should not try to make me do a trade-in but a replacement. That is not what they are trying to do. I must say I am very uncomfortable with dealing with them. Now to top off everything Mike told me that I must let them finance with someone else as they do not do business with Wells Fargo any longer, which is the bank the car is now financed with. Per the Bank, they were not aware that Larry Hill Ford no longer would do business with them!! I guess tomorrow will tell. However, if I am not made "whole" it is my intend walk away and take legal action. I have advised Mike, Used Car Sales Manager this today on the phone.

Cleveland Ford responded

Ihave spoken with Mike on the issue and I would like for you and I to talk and try to get this resolved. Once again my name is Sandy Pursley I am the E-Commerce Director. Next time you are here at the dealership please ask for me. We will try everything we can do to make this right.

dwoods responded

Sandy, I appreciate your getting back with me, however I've done everything possible to reslove this matter. I've asked for nothing more than to be made "whole" by your dealership. I have been made to feel as though Mike Fulkerner and Larry Hill are doing me a favor by replacing my vehicle. The very vehicle they sold to me as a good vehicle with a clean carfax history. Which is the only thing we all agree upon. Mike indicated that it was possible that the salesman really did run the report and it was clean as sometimes it takes awhile for the information to show up. With that said, I find that statement to be very difficult to beleive To beleive this would mean that the 100 plus point inspection done by your trained technicians on all in-coming used vehicles of which your salesmen bost so proudly of failed to note the many indications of an rear-end accident. Therefore, we, the general public would expect any such problems would be noted and certainly made known to potential buyers. Of which we all know did not happen. I've bought used vehicles in the past at several dealerships from Chattanooga to Stephenson,AL and NEVER had the a problem. As I said before and have reinterated to Mike in every conversation, all I ask for is to be made "whole" with my vehicle, nothing more, nothing less. I know Mike has talked with Mr. Hill several times regarding this issue and several times I've suggested he, Mr. Hill and I sit down to reslove the matter, however Mr. Hill is always busy, or I am sent into the lobby to wait while they chat on the phone as if Mr. Hill is some "mystical" Oz behind a curtain that no one can see or speak to. It has become very apparent that Mr. Hill only cares about selling cars, not taking care of the customer after the sale. This is also apparent by the fact that Larry Hill Ford has the lowest score with the Better Business Bureau than any other dealer in Cleveland of equal size, ie Honda, and Toyota. I wish I had checked your deale

Cleveland Ford responded

After talking with Mike about your situation it seems that we have done everything we can to help you. We hope hat you understand that there is nothing else we can do at this point.