June 6, 2010
To whom it may concern:
After months of school, hard work, and dedication, I finally landed a job last February 2009, and started my employment on March 2, 2009. From the first paycheck, I managed to skimp and save some money to buy a ‘new’ used SUV for the winter since I travel for my job. This year, when I finally saved enough money, to celebrate my 50th birthday, I decided it was time to buy a safe reliable SUV. I had been looking and test-driving several vehicles from small car lots to large dealerships, and the ones I considered buying were always safety checked by an independent mechanic, well known and respected in Miamisburg. Still, I waited to find the perfect vehicle.
On Monday, May 10, 2010, my friend, Dave, and I test-drove a few SUV’s from one car lot and one other dealership on the next corner of SR 725. Next, I drove into CHUCK GEORGES INTERSTATE FORD to see what they had. The Floor Manager, Josh Putman, walked out to greet us and I told him what I was looking for and what I could afford. He came up with a 2002 Envoy, Fire Red that is not my favorite color, but the vehicle seemed in nice condition. Josh informed us he would see what they could do for me on the price while we test-drove the Envoy. We both drove the Envoy and, again, the Envoy seemed to be in good condition. This Envoy had 130,347 miles which was quite a bit of miles, but I knew buying ‘used’, any vehicle I could afford would have some mileage on it. We sat with Josh and told by him, “They could come down $2000.00.” Never did he mention any safety or repair problems this vehicle might have.
My next step was to my independent mechanic to check out the Envoy for any major and safety problems as I had done in the past with other vehicles. My mechanic was just a few blocks down SR 725 from Chuck George Interstate Ford and actually buys parts from Interstate Ford at least weekly for his customers. I know him through his wife, who I have known for 20 years, and trust his word and experience completely.
When I told Josh I would like my mechanic to check the Envoy, his response was “No problem.” Do not worry. If the mechanic finds anything wrong with the vehicle, we will fix it, or give you your money back. In addition, the Sales and Leasing Consultant’s, Jim Rothwell, response was, “They (the dealership’s service department) do a 117-point inspection on all used vehicles, and they would not put a used vehicle on their lot if it were unsafe.”
I asked Jim Rothwell to put their offer in writing about his statement of fixing any problems or giving my money back as promised. Jim’s response was “We are Chuck George Interstate Ford. We have been here for years, and we are not going anywhere.”
Being a person who trusted and believed both men as they made me feel comfortable about their honesty and reliability because they were a well-known dealership, I put $5000.00 down on the Envoy with the intention of paying the rest after my mechanic safety checked the Envoy.
The independent mechanic found one safety issue of the lower ball joints needing replaced and the rear rotors, which would need replacing soon, also. I brought the Safety Inspection Sheet to the dealership and they said they would make it right. Again, they made me feel comfortable and at ease buying from them because, the stated they would “fix anything wrong the independent mechanic found.” Excited about finding my dream vehicle and being able to buy it for my birthday, I paid the rest of the balance to Interstate Ford, all with the hard-earned CASH I had taken months to save. I was then put through the process of signing all the papers to close the deal. As soon as I paid the remaining due, I was told, “They (The Service Department) would look at it, not fix it, and I needed to bring the car back on May 17, 2010.”
I left thinking when I brought the vehicle back they would determine what they needed to do. When I did return to the service department, they told me, I needed an appointment. My first thought was “Why did they not tell me about making an appointment back on May 12, 2010?” To follow procedure, I made an appointment to be the first to be served on May 19, 2010, and on that date, I took it back for the second time to the dealership. This inspection took the entire day of May 19, 2010. At around 4:55 p. m., Bruce, Service Manager, called and asked, “If I remembered signing the as-is-warranty?” I replied, “Yes, because of all the promises made to me prior to my purchasing the Envoy.” I had been lead to believe the items I had discussed prior to signing the warranty, would be taken care of and the warranty entailed all other possible problems from that time on. I was given an explanation this was not the case. Bruce Dawson (Service Manage) admitted in the phone conversation, “Their service department ignored these problems, didn’t fix them, and they were not going to fix anything.”
Being justifiably upset, I called Josh who could not be reached. I left a message and Wednesday, May 19, 2010, at 7:39 p. m., Josh Putnam (Floor Manager) called and left me a message stating I should call him. On this message, he left his home number and cell number so I could reach him as soon as possible because he was off on May 18 and 19. I was so distraught the night of Wednesday, May 19, 2010, I could not talk to anyone without becoming emotional. In addition, when Josh called, I did not recognize the number, and, thus, did not answer it at the time. I then listened to the message later where Josh stated, “This is Josh at Interstate Ford, and I want to find out what is going on and try and get this problem fixed.” The morning of Thursday, May 20, 2010, I called him at home to tell him what had happened. He said, “I or the dealership does not do business this way.” He apologized and said he would call the service manager from home that day, and he would then call me on Thursday, May 20, 2010, when he went back to work to let me know what they were going to do. I told him while I am at work, I do not and cannot answer my phone, but he could leave a message. I was hopeful this salesperson was being honest, and would get this fixed as promised, but, unfortunately, that has not been the case. As of June 6, 2010, 1:44 p. m., I have not heard from Josh or any other representative at Chuck George Interstate Ford.
Now, it is clear, why they were so eager to make this Envoy affordable for me to buy. The Envoy priced at $8888.00 and then it was discounted to $6888.00. $6888.00 + 250.00 (document fee) = $7138.00. $7138.00 + 499.66 (sales tax) = $7637.66. $7637.66 + $33.50 (title filing fees) = $7671.16 - $400.00 (trade-in, 94 Chevy Cavalier) = $7271.16 was the cost to me for this vehicle. Unfortunately, because the problems were not disclosed prior to my purchasing it and Chuck George’s did not follow through with their promises, I cannot afford to drive it because it is unsafe.
This brings me to inquire: “What is wrong with disclosing right from the start this Envoy needs lower ball joints and rear brakes replaced,” possibly because it would not sell? This 2002 Envoy should never been put on the lot for anyone to test-drive. Now I know why Chuck George Interstate Ford would not put their offer and statements made to me in writing, because they knew they would not fix any issue the independent mechanic found, and, it would increase the chances I would not buy the Envoy. Chuck George Interstate Ford, Josh Putnam (Floor Manager), Jim Rothwell (Sales and Leasing Consultant), and Bruce Dawson (Service Manager) need to be completely honest right from the start. I would have said, “Ok, no problem,” and moved on to looking at other vehicles. This would have allowed me to avoid the fraudulent claims made by the staff of Chuck George Interstate Ford. They made statements and promises they did not intend to keep so I would feel good about my decision to give them my money to buy a safe and reliable SUV. The business cards of Jim Rothwell, Josh Putnam, and Missy Robbins (Finance Assistant) of Chuck George Interstate Ford read, “The Friendliest and Most Accommodating Ford Dealership for the Area.” I have not experienced any sign of trying to accommodate me in resolving this matter. The only friendliness I witnessed was before I bought the vehicle.
As a consumer, I am troubled by the practice I witnessed at Chuck George Interstate Ford. I am afraid these types of transactions are all too common in many of today’s businesses where after the money paid in full every promise is broken. Even if it is at the cost of the consumer and not what is best for him or her. This type of dishonest business practices should be illegal. Many people feel they need to buy from large car dealerships because they are more trustworthy than the many smaller used care lots. In my experience, I have found this is not the case. Chuck George Interstate Ford is certainly and completely NOT TRUSTWORTHY. They talked a good game, made promises they never intended to keep, so I would pay the remaining amount to buy the vehicle. I now know their resistance of an independent mechanic to check it and putting anything in writing should have been my first clue. However, again they made promises to make me feel comfortable I was buying a safe and reliable SUV off their lot.
I am still interested in resolving this matter. I would like to talk with Josh and see if we can work out a solution, however, as stated earlier, no one has contacted me. I feel if no one from Chuck George Interstate Ford is interested in keeping their reputation as being ‘friendly’ and ‘accommodating’, then I need to take further steps to enlist other agencies to assist me in notifying the public to beware in dealing with this car dealership.
If no response is received within 14 days of the letter date, this letter will be forwarded, and in the appropriate situations, a complaint will be filed, to the
• BBB
• Ford Motor Company
• Clark Howard
• On Your Side - ABC6 - FOX28 - Columbus
• WGTE Channel 20 - Toledo
• WOIO Channel 19 - Cleveland
• WXIX 19 - Cincinnati
• WHIO Channel 7 - Ohio
• WNWO Channel 13 - Toledo
• WDTN Channel 2 - Dayton
• WYFX Channel 17 & 62 - Youngstown
• WUPW Fox TV - Toledo
• WCMH Channel 4 - Columbus
• WLWT Channel 5 - Cincinnati
• 5 On Your Side - NewsNet5 - Cleveland
• WYTV Channel 33 - Youngstown
• WEWS Channel 5 - Cleveland
• WFMJ Channel 21 - Youngstown
• WSYX Channel 6 - Columbus
• WBNS Channel 10 - Columbus
My phone number is _________________. I hope to hear from you soon.
On June 29, 2010 the 12th day of 14 days given in this letter, I received a call from 937-866-0781 at 6:53:27 P.M. A man started with he was doing a survey about my purchase of the 2002 Envoy from Interstate Ford. I ask, “His name,” and he said, “David.” Then I asked if he had a last name and he replied “Rogers,” David Rogers. He started the survey with, “How I knew about Interstate Ford by radio, TV, billboards, and the internet.” I responded, “Yes, I have heard and seen all of their advertisements, because I had been looking for more than a month for a safe used SUV.” David seemed to be under the impression I was looking for a 2002 Envoy. I explained, “I was not looking for a 2002 Envoy specifically; at that point I had looked at several SUV’s at other places. This was the first Envoy I had test-driven. Then he asked, “If there was anything else I would like to say? My response was “The Interstate Ford staff should be completely honest about their used vehicles and disclose all that is wrong with the vehicle up front, so a person can decide whether to buy the used vehicle. The next thing David asked, “Would I like someone from Interstate Ford call me?” I said, “Yes, I would like for someone to call me.” He never said, when or who would be calling me. Well, it is the 14th day and no call. Therefore, this leads me to make good on what I said in this letter and to enlist all listed below, including the Ombudsman’s Office.
I wish I could say, “Interstate Ford staff made good on their promises, and what a wonderful experience I had. How honest and upfront they were about the Envoy and that I was made to feel confident about my purchase at Interstate Ford, and would recommend Interstate Ford to everyone I meet.
Instead, I still wonder why Interstate Ford is OK with me telling everyone I meet, that the staff at Interstate Ford is dishonest about the safety of their used vehicles. My experience was and still is a miserable one. The dealership staff knowingly with determination sold me a 2002 Envoy not safe for any person to drive. At this moment in time, I have to wonder is the Ford Motor Company just fine with this kind of dishonest sales practices from their dealerships?
Sincerely,
Michelle
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