Public Mediation

My Claim vs. Ford Leagcy Pasco,washington Dispute

D. R. vs. Legacy Ford Pasco, Washington
1225 Autoplex Way, Pasco, Washington, 99301, United States
Amount Involved: Other terms
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Legacy Ford Pasco, Washington
    • Claimant Seeks: 1 non-monetary items.
    • Claim #: 4246455
    • Amount Involved: N/A
    • Filed On: Dec 04, 2013
    • Posted On: Dec 15, 2013
    • Complaint(s):
      • Customer service runarounds
      • Bad business practices
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Statement of Claim
Complaints Involved (2) - View
Claimant says:
"While my new vehicle was in there service lot, a hole was punched in the back door. They said they expect me to pay for half of the repairs. I live over an hour away from Pasco. I have had to go down there several times while they tried to figure out what to do. Each time I have had to hire a caregiver for my 92 year old mother. I purchased the van as a means of transportation for her. I purchased the vehicle from Leagcy ford at the end of May. It has only 4000 miles on it. I live on a 850. social security. I had picked up the vehicle after waiting 3 hours for a window gasget to be replaced. I drove straight home, stopping no where. When I got home I found the hole. We live on a 2 acre farm unit that has a double wide drive way. It is my only vehicle. I have contacted the Ford corporation, and they said to contact Legacy again and talk to customer realations mgr. I called several times, left messages but received no reply. I tried to contact the mgr. and again no response. I was told by the service mgr. that a cheap solution would be to put a sticker over the hole. The hole is in front of the computer that control the lift. Moisture and dust can ruin the computer if the hole is not repaired."
...
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Additional Communication Between Claimant and Legacy Ford Pasco, Washington Hide
  • Dec 19, 2013, Claiming party added:

  • Every time I talk with someone at the Legacy Ford, they change there story about the situation. My vehicle sat in there lot for 3 hours while I waited, vehicles were parked all around it and kept shuffling around. I even was in the office of the man who responded to this complaint. No way could he have seen my vehicle unless he stood in front of his desk. I had stopped to tell him how much I liked my vehicle and what was being done to it. I have responded to all calls from Legacy Ford. It is they who blew off my calls. I saw them take a big expensive truck for work and one of the fancy hub caps fell off when the vehicle was whipped around the corner. I picked the hub cap up and gave it to a parts guy, and told him it needed to go back on a big black truck. He took care of it. My point stuff happens in there lot that they do not see. What really is sad is that Legacy Ford has given so many different reasons for not taking care of the repair that I know are fabricated . I trusted this company and when it was time for them to take responsibility for what happened, they can not man up. Why does it have to be such a battle to get them to do the right thing.

What Claimant Wants Hide
Non-Cash
What By When How Much
1. Repair: repair the hole in the door of my vehicle Dec 19, 2013 N/A
Cash
1. Other – Copy claim to regulators Dec 19, 2013 $14.99
2. Other – Pay for claim posting cost Dec 19, 2013 $7.99
Cash total : $22.98
Non-cash: 1 items
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:

  • "Legacy Ford Pasco will be rejecting the claim that has been filed due to the following. Upon the vehicle arriving at Legacy Ford the vehicle was promptly brought into the shop and the repair was made in a timely fashion. While in the shop it was under direct supervision. Once the repair was made it was parked back out into the Service Lane where myself personally was watching it from my office window while assisting the customer to get a Ford refund for their handicap lift. At no time was there a vehicle parked in front of or behind the vehicle where the damage had occurred. The customer found the vehicle had damage after it had left the lot, it was brought back to the dealership where one of the Service Managers went out and personally looked at the damage. He was able to determine that there is/was nothing in the shop or that was parked around the vehicle that could have possibly caused the damage. However, due to the fact that the customer bought the vehicle from our Legacy Family we decided under good faith that we would help the customer out and pay for half of the repair. The customer at that time left and then left phone messages for myself which were answered in a timely fashion and messages were left due to the Customer not picking up. There were no further responses from the Customer at that Point. Here at Legacy Ford we believe in doing what is right and if we damage something we are up front and tell the customer and make sure to fix the vehicle properly. Unfortunately in this particular instance we found in no way that the dealership was at fault for the damage."

This claim will remain posted until resolved.

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