Rowe’s Garage & Auto Sales

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Date: Mon, Sep 18, 2017 at 3:09 PMSubject: Re: [redacted] Complaint ([redacted])To: [redacted]>This issue was resolved last week and the bank/lien holder was changed to [redacted] bank.   David  S

Posted by Reporter2563350,

This email is in reference to ID# [redacted] for the concern relating to [redacted].  [redacted] and I have spoken twice in the last two days and now he fully understands the Ford Motor Company process for cancellation/refund of an extended service contract.  The contract is refunded on…

a prorated basis and he received the correct amount.  As a goodwill measure I offered [redacted] two “no charge” service visits (oil change and tire rotation) at our Ford maintenance facility on Richmond Highway in Alexandria.   Thank you and please contact me directly at ###-###-#### (cell) with any further questions.

Posted by Reporter2568614,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:  First, I never received the email noted in the response by Ourisman Ford and suggest they provide it to the Globalsolutionbusiness.com if in fact they sent one (the same as I have provided all my communications with them to the Globalsolutionbusiness.com).  After reviewing the two documents provided to the Globalsolutionbusiness.com by Ourisman Ford concerning the refund calculations, it is very clear why they had not responded to the numerous previous requests for this information.  Either intentionally or unintentionally, Ourisman Ford used incorrect dates to calculate the refund which was to their benefit and reduced the amount of my refund.  The policy was originally for the seven years (84 month – note:  Ourismas Ford states the period is 85 months, so I will use that calculation to keep things simple) from 12/04/2012 to 12/04/2019.  The policy was cancelled on 01/30/2016 (please see the document Refund Request.pdf which was previously provided to the Globalsolutionbusiness.com and clearly proves the refund request was complete and acknowledged as accepted by Ourisman Ford on this date).  The policy was therefore in effect for 38 months (12/04/2012 to 01/30/2016) and had 47 months remaining, not the 46 months used by Ourisman Ford to calculate the refund.  According to their own “cost per month” on the forms,” they still owe me $18.729.   In the email that I sent you earlier today I attached a copy of the “contract cancellation” page for both the customer and the dealer (page 2 dealer cost).  I spoke to Ford Motor Company at the below number and they suggest that [redacted] call or write them if he has any further questions.  Regards,
[redacted]

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Posted by Reporter2569985,

[redacted]in reference to ID [redacted], World of Ford Sales, dba Ourisman Ford Lincoln, has received your letter- pertaining to the complaint filed by Sanoussi Traore. The customerstates their desired outcome is torepair the vehicle that they spent money to have repaired or to be reimbursed the…

amount spent for the repairs. We have pulled all the supporting documentation as well as the repair invoices from last year. The customer visited Ourisman several times in September 2016 for a tire pressure light. Several repairs were made and the vehicle has not been returned to Ourisman in the nearly seven months since the final repair attempt. The repairs completed are covered under a 24 month/unlimited miles warranty from Ford Motor Company. The parts and labor for those parts are covered at Ourisman or any Ford dealer in the United States. If the problem persists, would encourage the customer to allow Ourisman the opportunity to repair the vehicle. We strive to provide a high level of technical service as well as customer service each and every day. The repair has been less than 24 months and may be covered under the warranty. In any event, was unaware an issue persisted with SanoussiTraore’s vehicle and would appreciate the chance to make things right. The email for SanoussiTraore was included in the correspondence from your office. I will make every effort to contact them and make arrangements to have the vehicle repaired. if it is determined that the repairs are not possible, and related to the prior repair attempts, Ourisman will certainly consider a refund of the money spent towards the repair. However, we reserve the right to inspect the vehicle again prior to committing to a refund of repairs made nearly seven months ago. I look forward to resolving this issue.Regards,Janet F

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Posted by Reporter2558414,

In the email that I sent you earlier today I attached a copy of the “contract cancellation” page for both the customer and the dealer (page 2 dealer cost).  I spoke to Ford Motor Company at the below number and they suggest that [redacted] call or write them if he has any further questions.

Posted by Reporter2567740,

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