Complaints

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please attached Word document for more details.Long story short: ********* dealer sold me a package with my **** pick up truck which doesn't work.After complaining this **** dealer screwed me for a year and in the end, despite sufficient evidence, did not refund my money in exchange for the "package" (purchase reversal). **** Motor Company doesn't seem to care at all. For me, this is fraud against the customer. I requested a return of the "Pro Trailer Backup Assistant" worth $954.55 PLUS two refunds of postage for sending the package twice, equal to 2 x $20 = $40 dollars.$954.55 plus postage $40 = $994.55.And this time I want the check before I send the package AGAIN back to "Jarrett ****" for the second time.

  Business response

  05/16/2024

  ****************** reached out to us about his concern about the software of his truck on 2/5/2023.   He explained he could not get the software to work correctly and thought it was incorrect from the factory. ****************** had already moved away from *************************, *******, so we could never inspect/verify his concern in person.  He sent us information on the issue and said he needed a different wiring harness; we purchased it from **** and mailed it to him. Once he received it, he reached back out and said the software was still not working correctly. At this point, I suggested he take it to a local **** dealer in the town where he was living since he is now on the United States's West Coast. ****************** told me he went to multiple **** dealerships around him, but none of them could verify that the software was incorrect. We also took all of ******************** concerns and called a local **** representative who is an engineer and assists with helping dealers identify concerns.  The engineer also said he did not believe the software was incorrect.  At this point,****************** asked for a refund on the software since he could not get it to work.  I explained to him that if **** built his truck with the wrong software added, a refund would come from the **** Motor Company, not the **** dealership.  For this to happen, a **** dealership must have the truck and send **** pictures and information before issuing any refund. With him being on the other coast, I suggested taking it to a **** dealer again, as any **** dealership can submit a claim with ****, not just the dealership that sold the truck.  We could only submit any claim with **** if we had the car in our shop, which is unrealistic considering that he lives so far away.  If ******************** concern is accurate and incorrect software is on his truck, he needs to have a **** dealership verify this so they can send a claim to **** Motor Company.    

  Customer response

  05/18/2024

   
  Complaint: 21637351
  
  I am rejecting this response because:
  The complaint is not solve. I didn't get my money back only new excuses.
  

  First of all, almost everything **************** is telling is mixed up and he makes it more and more complicated.
  Second of all, ONE YEAR and OVER 130 emails back and for is not a result of helping a customer.
  This is customer stalling and/or customer s******* and/or incompetent BUT NOT helping at all.
  Third of all, its a shame that me the customer has to explain everything about a **** F250 Truck to an certificated **** Dealership  and additional **** should check the *** (Bill of Material) which the used to built my F250.
  I reach out because the PLUG at the truck was incorrect and not the software and not the harness, first it was only the plug!
  Later, after I installed the correct plug at my F250, I found out the software is incorrect because the software doesnt recognize the device of the "Pro Trailer Backup Assistant".
  I NEVER ask for a refund for the software, I ask for a reverse purchase of the "Pro Trailer Backup Assistant".This is also what one person of the **** Company Customer service suggest on the phone.
  I called **** Motor Compony a couple of times. They told me always I must contact my dealer.
  I told them I dont want deal and waste more time with this dealer, I want to go to any other dealer.
  This is NOT acceptable that I have to contact for any issue my dealer and can NOT got to any other dealer.
  I sent a photo from my truck where the software DOESNT recognize the plug from the "Pro Trailer Backup Assistant":
  [Quote]
  Pro Trailer Backup Assist
  Trailer Not Detected
  Refer to Owners Manual
  [/Quote]
  and a photo where the software requires stickers(!)
  [Quote]
  Place Sticker Now
  Refer to Printed
  Quick Start Guide
  [/Quote]
  On the next screens in my F250 the software is asking for measurements of the stickers!
  IF the device would work the software should ask for any stickers or mesasurements!
  
  This IS enough evidence that the Software is NOT working with the device, ONLY with stickers!
  **** change from stickers to the devices and back to stickers!!!
  When I ordered the F250 the device was offered but until the F250 arrive the **** dealer in  *******,**** changed back to stickers.
  The software in my F250 is for stickers ONLY and not for the purchased Pro Backup is for
  
  We agreed already that I send the "Pro Trailer Backup Assistant" back, what I did on my own expense, and I of course expect the money back, the $954,55 which I mentioned in the email before.
  But then **************** started a new excuse and he send the "Pro Trailer Backup Assistant"  back to me in order he need a confirmation from a **** dealer. **** want to touch the vehicle.
  We confirm this too, and I told him the **** dealer in *********, ** which he wanted to contact to explain this dealer what he wanted to confirm.
  [/Quote ****************:] It will be beneficial to know when you think you will bring your truck into the dealership before we call them. Based on your note below, I assume you do not have an appointment. Do you plan to show up as a walk-in? My plan is to reach out to them to explain the concern and let them know everything we have discussed and tried so far. This is so they are up to speed before you arrive. [/Quote]
  My answer to this email
  [Quote]
  ****************,
  Please let **** *********, CA know everything so they can prepare for the test.Everything is: Plug in the plug and read the message!!!
  Please let **** ************* know that they will need a trailer or something that simulates a trailer as I will not be towing my trailer back and through El Centro.
  When you talk to them you can make an appointment right away. Starting next week, anything is fine with me, preferably late afternoon.
  If they know what they're doing, the test will be done in a minute.
  I need a name from **************, **!
  Kind regards,
  ***************************
  [/Quote]
  But it seems he NEVER contacted this dealer in *********,***
  I was 8 months before already at this dealer for the wrong plug and this dealer told me that this plug cannot be ordered at ****.
  The dealer checked this part number and told me this part number is not valid anymore and there is no info about a replacement and it can not ordered at **** Part Department anymore.
  I called **** Customer Service: ************ and they gave a me a number from **** Part: ************. **** Parts Department confirmed that I have to buy this plug somewhere else e.g. **** any  Third Party Parts shop. The gave me the *** from ***** Sales Comp.: ************ ******************** supplier of obsolete(!) **** parts. My truck was just one year old and parts are already obsolete!
  I wrote **************** that I need the name of the person he talked to, about what he wanted.
  He never told me any name and he never answered my email again. This is now 3 months ago.
  
  By the way to get an appointment at a lot of this **** dealer ship is almost impossible. Waiting time for 4 or more months, even for a simple oil change.
  ***************** in ********* was one dealer who understand this issue and recommended a software DOWNGRADE but without any responsibility if after this downgrade anything else will not work correctly anymore. DOWNGRADE to stickers!!  
  
  [Quote] I explained to him that if **** built his truck with the wrong software added, a refund would come from the **** Motor Company, not the **** dealership[/Quote]
  **************** didnt explain me this. This is the opposite from what **** Motor Company| explained me.
  **** Motor Company told me that the dealer shall do a reverse purchase.
  Now that **************** mentioned that **** Motor Company is responsible to get my money back, I have to file a complaint against **** Motor Company because I called **** Motor Company at least 10 times about this issue and they told me ALWAYS the dealer is responsible to fix this issue.

  
  
  Sincerely,
  
  ***************************

  Business response

  05/28/2024

  For ****************** to confirm they built the vehicle incorrectly, an authorized **** dealer must verify this in person. Any **** dealer in the ************* can work on ********************* vehicle. **** will not authorize Jarrett Ford of Charlotte County to refund ****************** since we have only communicated with the customer over email on this matter.  The vehicle was never brought here for us to verify in person. If ********************** statement is correct,he needs to take it to a **** dealership close to him so they can submit a claim with ******************. 

  Customer response

  06/03/2024

   
  Complaint: 21637351
  
  I am rejecting this response because:

  NO solution: Jarrett **** of **** Charlotte simply does not accept his own evidence and/or that of **** Motor companies

  Jarrett **** of **** Charlotte still stalling and s******* with me the customer.
  

  
  Sincerely,
  
  ***************************

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