Big Disappointment with Camelback Ford Customer Relations

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2.3
Details
Customer service
Staff
Value for money

Displeasure with Camelback Ford On 12/17/16 I purchased a 2016 Mustang GT from Camelback Ford. This was a Ford Certified Pre-Owned vehicle.

They stress that it is “certified” and that it has gone through a 172- point inspection. One of the things on that inspection report is glass: Windshield, Side and Rear Window Inspection. They provided a signed inspection report at the time of purchase stating that all of the glass was in good shape. About two weeks after purchasing the vehicle I had the windows tinted.

After tinting the windows it was obvious that the back glass had many scratches. Probably 20 different scratches, some deep enough you can catch your fingernail in them. I did not notice the scratches before the tint. I did not inspect it closely because Camelback Ford said it was good.

I had a signed inspection report. I contacted Camelback Ford and told them about the issue. I talked with Russ Royal (not sure of the spelling). He seemed like a reasonable person, and told me to bring the car in so he could look at it.

I drove up to Camelback Ford after work on 1/19/17. I was told Russ was in meetings and another employee was sent out to talk with me. I did not get this person’s name because I assumed Russ would be out to meet with me at some point. It was an overcast and rainy day.

In order to see the scratches the car needed to be pulled under some cover and the rain wiped off the glass. I was not asked to do this; he did not even make an attempt to wipe off the glass. I wiped off a portion of the window so he could see what I saw. He snapped one picture, of one portion of the scratches.

He said that the scratches would be acceptable as “certified” glass because it was not actually broken or cracked. I then asked, if there had been a dent in the quarter panel if that would also be considered acceptable? His response was that it would depend where the dent was located. If seemed they had no intention of doing anything for me from the start, because he did not even take the time to wipe the raindrops off and look at the entire glass.

I told the employee I would wait until Russ was free for a minute so I could talk with him. I waited about an hour. The same employee that did not bother to really look at the glass came and told me that Russ would not be free for a few more hours, and there was nothing they could do for me, and I should leave. I questioned him and asked whether not replacing a $400 piece of glass was worth upsetting a new and potential future customer.

He stated there was nothing he could do for me; Russ would not be coming out to talk with me, that I may as well leave. Keep in mind that this is a certified vehicle which they have said they inspected and that the glass was fine. I am not upset that they did not catch the scratches on the initial inspection. It would have been hard to see without the tint unless you were looking.

However, with the tint and the sun, the scratches stand out and are easy to see. The inspector of the glass at Camelback Ford should have caught this. It is NOT minor glass damage. I am upset with the attitude of this employee, of just blowing it off.

How can he state that the glass meets Ford’s standards for a certified car when he did not even wipe off the glass to look at it? He also stated the window-tint business may have been responsible. You tint the inside of the window, not the outside and I was there when they tinted the glass. It was not done there!

That is just another excuse he could put out there so the dealership would not have to explain why they did not want to take responsibility. I am also upset that Russ could not find 15 minutes to look at the car. I was there for a couple of hours and I would have waited longer.

Camelback Ford had no intention of doing anything from the start but could not be honest about it. If you purchase a certified vehicle from Camelback Ford, you’re money ahead to take the time to check all points on the 172 point inspection yourself, before you write the check.

Product or Service Mentioned: 2016 Ford Mustang Gt Car.

Reason of review: Damaged or defective.

Monetary Loss: $500.

Preferred solution: Let the company propose a solution.

I liked: Initial contact.

Camelback Ford in Mesa, Arizona - Selling unsafe vehicles while promoting state law as warranty guarantee

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Camelback Ford sells vehicles unsafe to drive while promoting our 15 day/500 mile state law warranty as a reason for buyers to feel comfortable and secure in their purchase. But when safety is an issue and necessary repairs are required they claim that the law "does not apply to you" and refuse to do any repairs saying, "wait till your paid warranty kicks in and then get the car fixed".

They scam customers, the state of AZ and the warranty companies.

I like Ford but this dealership needs some serious reputation management from Ford Motor Company and perhaps some staff changes. Keep in mind Camelback Ford, you are only as good as your word, so I will be getting your word out.

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