Envision Ford of Duarte

Envision Ford of Duarte responded

This bumper was ordered directly from Ford Motor for this customer (hence the 2-3 days) and was brand new. All parts that can be painted come from the factory primed but unpainted so that they can be "painted to match" the color of the vehicle they are for, which is to be done by a body shop that can prep and paint it properly. We're not sure how there was any misunderstanding because the customer was told this about the bumper as well as a tow hitch cover he was asking about. Also, defective parts can be returned but this part was not defective. Bumpers come out of a mold and any small imperfections are taken care of by the body shop during their prep and painting process.

Envision Ford of Duarte responded

This was a strange encounter that resulted in the L.A. County Sheriff's office having to dispatch officers.  This customer brought his vehicle in for a brake noise, which a technician determined was being caused by his rear brakes being worn out.  The customer authorized a repair and, after, requested the old parts, which were given to him.  The customer then told our service advisor that he had been "ripped off," which the service advisor did not understand given the customer had authorized the repair, the noise was gone, and the customer was actually given the clearly worn out parts that caused the noise.  He then asked to speak to our service manager but when our service manager asked him what his issue was he would not elaborate and walked away.  Minutes later he came back and, after some prodding, ultimately said that he felt he was ripped off because he didn't think his worn out parts were worn out.  He also stated that we should have seen his worn rear brakes before, even though there was no prior complaint that would have led us to inspect his rear brakes and he had not done any maintenance service that would have exposed them.  After this customer became belligerent and hostile, Frank asked him to leave, to which he replied, "I'm not going anywhere."  After being warned that the Sheriffs would be called if he refused to leave the customer repeated that he was not leaving.  So the L.A. County Sheriff's office was called and the customer finally left after they arrived and told him that he had to leave.  He is no longer welcome at Advantage.

Envision Ford of Duarte responded

Ford Motor's warranty process often requires parts to be sent back in order for them to cover a repair and that ended up being true with the trim piece in question. The customer was not happy about this and became verbally abusive to Advantage's service manager. At that point our service manager told the customer that we were not going to service him and to come pick up his vehicle. The customer also spoke to the general manager who suggested that the customer contact Ford Motor regarding its warranty policy but reiterated that Advantage was not going to service him.

Duke8586 responded

Advantage Ford responded to my review... Unfortunately they left out a few things: 1) I was never verbally abusive 2) the service manager and advisor did explain to me at the beginning that since I did not Purchase the vehicle from them or was a regular customer they would be probably be unable to take care of my warranty repair concern 3) front end alignment was never performed 4) tire sensor repair was never performed 5) back up camera repair was never completed My vehicle was dropped off at 7:30 am Thursday the 10th I had to initiate contact with my service advisor to status Of repairs/evaluation 11:30 am, sent me a response at 1:30 pm: "The camera did come out as faulty, should be here tomorrow. We will do the alignment once the rest of the work is done, takes about 45min to do. "Waiting on approval to replace roof trim" Friday 11th my final contact was a call made to my service Advisor at 11:00 on Friday. No work requested was completed by this time. "The dealership would not replace the roof trim since the old piece that was blown off was not available to present to Ford for warranty service." "Since paid for and ordered the trim piece already we can install for $250.00." When I talked to Frank the service manager regarding the trim piece he seemed clearly annoyed; I had to explain to him why I was calling. By this time I was clearly upset; may have been loud. I was then told they would not work on my vehicle. I then talked to the owner Charlie; he gave me the same info except for the first time was told to contact Ford customer service if I wanted the repair completed. Pick up the truck at 4:00 pm. Not one repair service warranty or paid was completed. Service manager refuses to talk to me; will not come out of his office to the service desk or customer lounge.The owner was gone early for the weekend. I did get meet the sales manager who I enjoyed talking with. Why wasn't the alignment, camera or tire pressure sensor repair completed?? They let it sit all day the second day; Friday. I'm sorry I was not happy with the awful service; and I'm very concerned that the service manager will only help happy customers; refusing to talk to upset customers.