Livermore Ford

Livermore Ford responded

thank you for sharing your honest feedback. We are disappointed that you have had such a negative experience dealing with us here at Livermore Ford. We can assure you that it was truly not our intention to disappoint or frustrate you during this process. Please give us a call at our General Manager, Jim White, at 925-294-7704 and we will do our best to make this better. We hope to hear from you soon.

Livermore Ford responded

Hello, thanks for taking the time to leave us your honest feedback. We are disappointed to hear you did not receive top-notch customer service from us and would like the opportunity to try and make this right with you, if we still can. Please reach out to our Fixed Operations Director, Mike Leap, at 925-294-7700 x 1250 and we will do our best to make this better. We hope to hear from you soon and make this right.

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

LivermoreFordSucks responded

First off. I don't know who Susan is, so you saying you were forced to follow the paper trail is another one of your lies. Second, we didn't agree to anything. My wife doesn't speak, read, or write English. Maybe that's why you made her the primary borrower. So that you could slip her all the warranty contracts while keeping me preoccupied with the other ones. Also, in the arbitration contract it says that I "I am entitled to a completely filled in copy of this agreement." Where is the form stating that we agreed to all the warranties? Where is the form stating the difference in prices with and without warranties? Is that why you gave us a usb? So that we would have to download it into the computer to see what you guys slipped into our contracts? I had already told Yousaf that I didn't want any warranties. Why still slip them in when I have the right to cancel them all. Why increase my loan from 9,000 to 19,880? So that I could have 15 different banks run mine and my wife's credit? Since you guys made her the primary person purchasing the vehicle are you also required to have the warranties and contracts in her language? You know what you do over there. From the moment a customer walks in the door to the moment they leave, you try to make us feel bad to not ask questions, you throw out numbers to try to make it seem that we didn't purchase warranties, then stretch out the loan for a few years to match the monthly payments, you try to distract, you give us a usb instead of a paper copy, you withhold documents in that usb. You guys are the worst.

Livermore Ford responded

Sara, I would like to respond: Cody, I responded the day you posted your concern, but perhaps you put one on a different site as well as this. Cody, nothing I or my team has stated is false, and yes as I mentioned I found the deal under your wife's name. I'm not sure who you spoke with at the warranty company, but if you could pass this along to me I can try and sort this out. Here is what I know at this point, if the battery was covered under warranty, you would not be charged. Also, if the batter was covered under the warranty, we would have been paid much more by the warranty company than we have offered to replace it for internally. This wouldn't be a very effective sales pitch as you mention. I've asked the service manager to call you today because we are not communicating very well by email. Like I said in my two previous responses we are trying to help and I feel, at half price, have made a very reasonable offer to try and satisfy a valued customer. Jim White General Manager Gill Auto Group Livermore Office: (925) 294-7700 Mobile: (719) 491-4988

Clarkcody20 responded

I will pick up the new battery Wednesday. Can you arrange this. Bobby and tilli have my numbers Thank you

Pieper responded

Dear Jim White Thank you for your apology* We bought the used car on Saturday May 15. When we returned home, downloaded the approximately 19 pages and scrutinized the items we had initially signed for under extenuating circumstances, we realized their were items we indicated we did not want and other ones we were not aware of. I have three phone calls to Yousef on my phone the same evening indicating we needed the contract redone. He refused to talk to me after the third phone call, and said all other communications needed to be handled through Jay, the sales representative. It would be helpful all the way around in future transactions to give the purchaser 24 hours to read and reevaluate all contracts. A win/win all the way around. At this point we & the lien holder are still waiting a refund of all optional items on the contract, which you indicated have been processed. Could you please let me know when this will occur. For the record our excellent car insurance has us covered for GAP @ $35. annually. You have a Wonderful array of New and Used vehicles and will continue to sell them. Please consider the ways in which the finance department handles their transactions. In our case, senior citizens. Sincerely, Mr. &Mrs. Marc Pieper

Livermore Ford responded

Mrs. Piper, thank you for your feedback about your experience here. We have addressed the matter with the employees involved in your transaction and will use it to improve our process and the team. I have contacted our warranty coordinator, Mele, and she will get you an update on the cancellations. Again, I'm sorry about how your experience with us went and if you have anything else you need, please feel free to contact me. Jim White General Manager Gill Auto Group Livermore Office: (925) 294-7700 Mobile: (719) 491-4988