This is a letter tht is being sent to Ford Motor Company about my experience trying to purchase a 2006 Mustang GT:
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Thursday, November 17, 2005
Dear Ford Motor Company,
I am writing to voice a complaint that I have concerning my recent experience at one of your dealerships located in Clearwater, Florida.
On Tuesday, November 15, 2005, I stopped in Freedom Ford in Clearwater, Florida to look at a 2006 Mustang GT, to learn more about your product, and inquire about purchasing a Mustang GT. After several minutes, I was approached by Bruce Baginsky, a sales representative with Freedom Ford. After a brief introduction, I explained to him that I was interested in the purchase of a 2006 Mustang GT, and would like to test drive a model.
After we took a unit located on the dealer lot out for a test drive, I told the salesman that I am interested in buying a Mustang GT, but I have a trade-in, which is my wife’s vehicle, and wanted to bring her back with the vehicle to start the process of purchasing the Mustang GT. I informed the salesman of what I would like the car to have included, and although he did not have one exactly equipped as I wanted, he researched and did locate one exactly the way I wanted, and said he would do a dealer trade for it so I can purchase it from Freedom Ford.
On Wednesday, November 16, 2006, my wife and I went to Freedom Ford to purchase a 2006 Mustang GT. We again took a test drive, and upon my return, the salesman informed me that he had indeed located the Mustang GT that matched my requirements, and would have it sent over and be available for delivery by the weekend.
We gave our salesman the keys to our trade-in, a 1998 Pontiac Firebird that we purchased brand new from Pontiac so that their appraiser could review the car. After a short time, the appraiser returned and the salesman went into the sales manager’s office to work out the numbers for what they would be willing to offer for our trade-in.
Our salesman returned, and very excitedly offered us $3400 for our Pontiac. When I told him the car is worth more then what they were offering, and I was not interested in what they had to offer. Our salesman then went on to inform us that although our vehicle was in very good condition, the only thing they found wrong with it was that it does not blow cold air from the air conditioner. I then explained to him I was aware of that, for only a couple of months ago I went to Pontiac to inquire about it, and I was told that it needed to be recharged, and the cost would be around $100 plus tax, and would take an hour or so. I never got it fixed, but I know fully what it would take to correct it. After explaining that to our salesman, we were told that the appraiser said it was leaking. I then asked if he was a mechanic, and I was very angrily told that he has been in the business for 27 years, and said it was leaking. Taking his word at face value, I told him that the car has already been inspected by Pontiac, and what it would cost to correct, and that car is leaking nothing.
After another round of back-and-forth on the price, I quickly saw that this was going nowhere, so I told my salesman I would take the car to Pontiac the following day, have it fixed for $100, and that would solve that problem, and upon correction, I wanted a fair market trade-in value for our vehicle. He then asked me what I wanted for the Firebird, and I told him $5300. He then asked me how I arrived at that figure, and I showed him a print out that I ran just the day before from two sources, Edmunds and Kelly Blue Book, with the Kelly Blue Book value came directly from Ford Motor Credit.
After seeing my documentation on the vehicle, he then had his sales manager print the same report, and handed it to me. His report said $4800, so I then ask him why they would low-ball me an offer of $3400 when they know it is worth at least $4800. Again, he said it was because of the air, and my reply was that they are asking me to pay $1400 to recharge the system, which is unacceptable at this point.
Seeing that this experience was going nowhere at this point, I agreed to continue our deal of $4875 for the Firebird, and the car will have cold air upon taking delivery of the new Mustang GT, and if they agreed, I will buy the vehicle tonight, provided everything else is acceptable.
After several minutes, our salesman returned and said the sales manager had accepted our offer of $4875 for the Firebird, and upon agreement I would take it up to Pontiac to re-charge the system so it would blow cold air, since the dealership doesn’t have the means to work on Pontiacs. I agreed, and then our salesman picks up the phone to call the manager that we accepted the deal, and to start the process of paperwork.
Before he could finish however, I stopped him I told our salesman that we aren’t done yet, for we only had agreed to the price of our trade-in and now need to get a price on the Mustang GT, for we haven’t even discussed that part of our deal yet, only the part of the trade-in.
I then supply him with my 7-digit A-Plan code, and this is when it got real ugly. He tells the person on the other end to “…wait, he pulled a (explicative) A-Plan out, you need to come up here”. When I inquired what the problem was, very angrily I was informed that he would not sell me a Mustang GT off the lot, especially a dealer located or dealer traded vehicle at A-Plan price. When I asked why, he told me he looses money, but if I wanted, he would be more then happy to order one for me.
I then explained to him I was more then happy to purchase a 2006 Mustang GT that was ordered for me, and don’t mind the fact that I will have to wait for it to be built and shipped to the dealership for delivery. At this point, I then ask him to go pull the paperwork on the vehicle, and ask to see the A-Plan price. He leaves, comes back empty handed, and gives me a “’round-about figure” for the Mustang GT, and provides me no documentation whatsoever.
At this point, I am very irritated at the behavior of not only the salesman, but the entire dealership at how they are handling this deal. I explain once again to our salesman all I wanted and expect is two things: 1) fair market value for our trade-in and 2) the A-Plan price for the vehicle I wish to purchase, and I want to see the paperwork so I know what I am to pay for this vehicle.
Our salesman then says he will get everything in order, but the whole time very difficult to work with, and basically treating us as bad as one could be treated at this point, making it hard to justify why I should even be purchasing a Ford product in the first place. Reluctantly, he starts to fill-out the paperwork, when my wife asks him how long it will take to take delivery of the Mustang GT since it was being ordered. We were informed that it could take anywhere from 6 to 12 weeks, maybe even longer. My wife then asks when the Mustang GT does come in, that we will get $4750 for her trade-in.
The response, point-blank, was no, he cannot guarantee anything at this point, for the price we agreed upon may or may not be the same price they are willing to offer when the Mustang GT is delivered. Upon hearing that, we told him there is no way we were willing to sign an open-ended deal like that, for that is simply unethical of a dealer to even suggest something like that, and his response was that the price for the trade-in was good only for the date written on top of the paperwork, and not when the ordered vehicle is delivered.
Never would I buy anything with such an open-ended condition such as this, and this type of business practice is totally unacceptable. So, after a short pause, my wife and I promptly walked out of the Ford dealership, and not buying anything.
Also, during this entire experience, not once did our salesman offer any information on the vehicle I was interested in purchasing, nor did he offer any information about Ford, the dealership, service, warranty, nothing. All he was interested in was how much money I was willing to spend at his dealership.
Never in my life have I ever experienced anything like this, and never expected it either. My father has worked at the Brookpark Ford Foundy in Cleveland, Ohio for 50 years, and myself and my family has purchased and owned many Fords during those 50 years. I have personally ordered and purchased numerous Ford Mustang GT’s, and never, not once, have I been treated so rudely, poorly and humiliated in all my life. I am proud that my father is a Ford employee, and I went to that Ford dealership to come back to Ford after owning a GM product the past eight years, and never thought I would be treated the way I was by Ford.
It would seem to me that Ford isn’t interested in selling cars, only to humiliate their customers, especially their own employees and their family members. At this point, I can honestly say this experience has left me with a poor taste of how Ford operates today, and I don’t think I would be willing to give a company that operates like this my hard earned money and business. Making a customer feel like they are not welcomed is something I never expected.
All I wanted is to buy one of your products, and be a proud owner of that vehicle, but after what I experienced, I am forced to look elsewhere.
All my best,
Robert J. La Follette
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Thursday, November 17, 2005
Dear Ford Motor Company,
I am writing to voice a complaint that I have concerning my recent experience at one of your dealerships located in Clearwater, Florida.
On Tuesday, November 15, 2005, I stopped in Freedom Ford in Clearwater, Florida to look at a 2006 Mustang GT, to learn more about your product, and inquire about purchasing a Mustang GT. After several minutes, I was approached by Bruce Baginsky, a sales representative with Freedom Ford. After a brief introduction, I explained to him that I was interested in the purchase of a 2006 Mustang GT, and would like to test drive a model.
After we took a unit located on the dealer lot out for a test drive, I told the salesman that I am interested in buying a Mustang GT, but I have a trade-in, which is my wife’s vehicle, and wanted to bring her back with the vehicle to start the process of purchasing the Mustang GT. I informed the salesman of what I would like the car to have included, and although he did not have one exactly equipped as I wanted, he researched and did locate one exactly the way I wanted, and said he would do a dealer trade for it so I can purchase it from Freedom Ford.
On Wednesday, November 16, 2006, my wife and I went to Freedom Ford to purchase a 2006 Mustang GT. We again took a test drive, and upon my return, the salesman informed me that he had indeed located the Mustang GT that matched my requirements, and would have it sent over and be available for delivery by the weekend.
We gave our salesman the keys to our trade-in, a 1998 Pontiac Firebird that we purchased brand new from Pontiac so that their appraiser could review the car. After a short time, the appraiser returned and the salesman went into the sales manager’s office to work out the numbers for what they would be willing to offer for our trade-in.
Our salesman returned, and very excitedly offered us $3400 for our Pontiac. When I told him the car is worth more then what they were offering, and I was not interested in what they had to offer. Our salesman then went on to inform us that although our vehicle was in very good condition, the only thing they found wrong with it was that it does not blow cold air from the air conditioner. I then explained to him I was aware of that, for only a couple of months ago I went to Pontiac to inquire about it, and I was told that it needed to be recharged, and the cost would be around $100 plus tax, and would take an hour or so. I never got it fixed, but I know fully what it would take to correct it. After explaining that to our salesman, we were told that the appraiser said it was leaking. I then asked if he was a mechanic, and I was very angrily told that he has been in the business for 27 years, and said it was leaking. Taking his word at face value, I told him that the car has already been inspected by Pontiac, and what it would cost to correct, and that car is leaking nothing.
After another round of back-and-forth on the price, I quickly saw that this was going nowhere, so I told my salesman I would take the car to Pontiac the following day, have it fixed for $100, and that would solve that problem, and upon correction, I wanted a fair market trade-in value for our vehicle. He then asked me what I wanted for the Firebird, and I told him $5300. He then asked me how I arrived at that figure, and I showed him a print out that I ran just the day before from two sources, Edmunds and Kelly Blue Book, with the Kelly Blue Book value came directly from Ford Motor Credit.
After seeing my documentation on the vehicle, he then had his sales manager print the same report, and handed it to me. His report said $4800, so I then ask him why they would low-ball me an offer of $3400 when they know it is worth at least $4800. Again, he said it was because of the air, and my reply was that they are asking me to pay $1400 to recharge the system, which is unacceptable at this point.
Seeing that this experience was going nowhere at this point, I agreed to continue our deal of $4875 for the Firebird, and the car will have cold air upon taking delivery of the new Mustang GT, and if they agreed, I will buy the vehicle tonight, provided everything else is acceptable.
After several minutes, our salesman returned and said the sales manager had accepted our offer of $4875 for the Firebird, and upon agreement I would take it up to Pontiac to re-charge the system so it would blow cold air, since the dealership doesn’t have the means to work on Pontiacs. I agreed, and then our salesman picks up the phone to call the manager that we accepted the deal, and to start the process of paperwork.
Before he could finish however, I stopped him I told our salesman that we aren’t done yet, for we only had agreed to the price of our trade-in and now need to get a price on the Mustang GT, for we haven’t even discussed that part of our deal yet, only the part of the trade-in.
I then supply him with my 7-digit A-Plan code, and this is when it got real ugly. He tells the person on the other end to “…wait, he pulled a (explicative) A-Plan out, you need to come up here”. When I inquired what the problem was, very angrily I was informed that he would not sell me a Mustang GT off the lot, especially a dealer located or dealer traded vehicle at A-Plan price. When I asked why, he told me he looses money, but if I wanted, he would be more then happy to order one for me.
I then explained to him I was more then happy to purchase a 2006 Mustang GT that was ordered for me, and don’t mind the fact that I will have to wait for it to be built and shipped to the dealership for delivery. At this point, I then ask him to go pull the paperwork on the vehicle, and ask to see the A-Plan price. He leaves, comes back empty handed, and gives me a “’round-about figure” for the Mustang GT, and provides me no documentation whatsoever.
At this point, I am very irritated at the behavior of not only the salesman, but the entire dealership at how they are handling this deal. I explain once again to our salesman all I wanted and expect is two things: 1) fair market value for our trade-in and 2) the A-Plan price for the vehicle I wish to purchase, and I want to see the paperwork so I know what I am to pay for this vehicle.
Our salesman then says he will get everything in order, but the whole time very difficult to work with, and basically treating us as bad as one could be treated at this point, making it hard to justify why I should even be purchasing a Ford product in the first place. Reluctantly, he starts to fill-out the paperwork, when my wife asks him how long it will take to take delivery of the Mustang GT since it was being ordered. We were informed that it could take anywhere from 6 to 12 weeks, maybe even longer. My wife then asks when the Mustang GT does come in, that we will get $4750 for her trade-in.
The response, point-blank, was no, he cannot guarantee anything at this point, for the price we agreed upon may or may not be the same price they are willing to offer when the Mustang GT is delivered. Upon hearing that, we told him there is no way we were willing to sign an open-ended deal like that, for that is simply unethical of a dealer to even suggest something like that, and his response was that the price for the trade-in was good only for the date written on top of the paperwork, and not when the ordered vehicle is delivered.
Never would I buy anything with such an open-ended condition such as this, and this type of business practice is totally unacceptable. So, after a short pause, my wife and I promptly walked out of the Ford dealership, and not buying anything.
Also, during this entire experience, not once did our salesman offer any information on the vehicle I was interested in purchasing, nor did he offer any information about Ford, the dealership, service, warranty, nothing. All he was interested in was how much money I was willing to spend at his dealership.
Never in my life have I ever experienced anything like this, and never expected it either. My father has worked at the Brookpark Ford Foundy in Cleveland, Ohio for 50 years, and myself and my family has purchased and owned many Fords during those 50 years. I have personally ordered and purchased numerous Ford Mustang GT’s, and never, not once, have I been treated so rudely, poorly and humiliated in all my life. I am proud that my father is a Ford employee, and I went to that Ford dealership to come back to Ford after owning a GM product the past eight years, and never thought I would be treated the way I was by Ford.
It would seem to me that Ford isn’t interested in selling cars, only to humiliate their customers, especially their own employees and their family members. At this point, I can honestly say this experience has left me with a poor taste of how Ford operates today, and I don’t think I would be willing to give a company that operates like this my hard earned money and business. Making a customer feel like they are not welcomed is something I never expected.
All I wanted is to buy one of your products, and be a proud owner of that vehicle, but after what I experienced, I am forced to look elsewhere.
All my best,
Robert J. La Follette
