• Report: #419300

Complaint Review: Gibson Truck World

  • Submitted: Mon, February 02, 2009
  • Updated: Tue, March 06, 2012

  • Reported By:Lake Alfred Florida
Gibson Truck World
3455 S Orlando Dr Sanford, Florida U.S.A.

Gibson Truck World Did not Adhere to the warranty purchased Sanford Florida

*UPDATE Employee: Response to Bj - Mis information

*Author of original report: Mis information

*REBUTTAL Individual responds: Response to Larry M. - Just including my observations

*General Comment: Just including my observations

*REBUTTAL Owner of company: BOBBY CHU ... A COMPREHENSIVE REBUTTAL WITH FACTS TO YOUR FALSE ACCUSATIONS

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I purchased a 99 Ford F350 with a bumper to bumper 50/50 (Gibson pays 50% and I pay 50%) warranty. The warranty stated that all work had to be performed at Gibson shop. I told the salesman that I would not be in the state of Florida after the purchase. I was told that as long as I notified Gibson before the work was done to the truck there would be no problems. Five months after I bought the truck the transmisson went out. I contacted Gibson four days In a row only to leave a message on a machine. I was contacted for the vin number of the truck. I needed the truck so I had it fixed. After the work was done then I was contacted by Gibson service manager requesting a copy of the bill. The day after the bill was sent to the service manager I was told that they would only cover $1296.00 but the bill was $2517.33. I was told that they contacted the repiar shop and told them they only covered 1296.00 but this was not true. They sent a check to me for $648.00. I called several shops in the area and no one would rebuild the tranny for $1296.00.

Bj
Lake Alfred, Florida
U.S.A.

This report was posted on Ripoff Report on 02/02/2009 05:12 PM and is a permanent record located here: http://www.ripoffreport.com/r/Gibson-Truck-World/Sanford-Florida-32773/Gibson-Truck-World-Did-not-Adhere-to-the-warranty-purchased-Sanford-Florida-419300. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 2Consumer 2Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Response to Bj - Mis information

AUTHOR: Gibson Truck World - (USA)

Thank you for your reply Bj.  Like I told Larry above, I do apologize on behalf of the first response provided by Gibson back in 2009.  If you would like to discuss your experience further, I (Angela, Director of Marketing) can be reached at 407-321-0660 and would be more than happy to speak with you. 
 
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#2 Author of original report

Mis information

AUTHOR: Bj - (U.S.A.)

Well  3 yrs later, who ever wrote the rebuttal did not mention the fact that i paid for the 50/50 warranty, it was not given freely. The oil leak continued after the first repair that Gibson had done and was told so.You are the one that told me it was the oil pump and had one installed.I paid half, of which after some investigatioin found that I was over charged for the oil pump. The last item I never asked Gibson to pay for the extra work that was done( 800.00) and Gibson told me that they would cover the work no matter where I was as long as they were notified which i had done if Gibson had checked their answering machine. This was talked about before i BOUGHT the extra WARRANTY. I will not apologize to Gibson and stand by what i wrote. thank for your time
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#3 REBUTTAL Individual responds

Response to Larry M. - Just including my observations

AUTHOR: Gibson Truck World - (USA)

Thank you for taking the time out of your busy day to research and inquire about our dealership prior to making your final truck buying decision.  As we always say An educated consumer is our best customer.  We do agree with you regarding this response from 2009, and would like to inform you that the person who responded to this report is no longer employed with us.  If we had any power at all to remove and correct this response in a more professional manner we would, however, ripoff reports are never removed once posted.  What I will say regarding the response from 2009 is that we do take great pride in our work, philosophies and business practices, especially when we feel we have exhausted every angle to make a customer happy and they still publicly complain against us.  Sometimes it is hard not to take it personally and react emotionally.  Many of our key managers have been with us 10 15 years and when you have that much time invested in a company, it becomes an emotional piece of you and you want the world to know how hard you work to make sure every customer is as happy and content as possible.  You are correct in your statement that we are often targeted because we are so unique in the standard and services we offer.  We strive for excellence and going above and beyond the customers expectations is what sets us apart.  Its true that we are not like everyone else and that can sometimes leave us vulnerable to unwarranted attacks.  However, the few public complaints we have acquired since our inception in 1995 are really nothing compared to the thousands of happy new and repeat customer that we encounter on a daily basis.  In fact, I already started out today with two amazing emails from our customers and I will leave you with their personal statements.  Brain G. said Now Ive bought many vehicles in my life and for the most part Ive always hated the pretend to be my friend game salesmen play. But, here at Gibson my comfort level was high, the experience was pleasurable and I indeed bought the truck. I cant say enough about the way Gibson made me feel during the process.  The truck specialist and sales manager I worked with were a class act and a true asset to the Gibson truck family.  I left feeling I made new friends in the truck I never thought existed.  Curtis C. said I want to thank Gibson Truck World for taking care of the issue on my 2006 GMC that I purchased.  The truck was still under their warranty and Gibson stood by and honored exactly what they said. 
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#4 General Comment

Just including my observations

AUTHOR: LRM1971 - (United States of America)

Dear Gibson Truck World,

Though this complaint, and your subsequent rebuttal, are years old I feel there are still a couple of valid discussion points with it.

I'm researching your dealership, since I am considering purchasing a Ford with an engine notorious for failures, the 6.0 Powerstroke, and have been in contact with Adam for about a year now. After reading through the many complaints, and subsequent rebuttals, I have come to a couple of conclusions, none of which should be taken as a slight against your dealership or staff:

-there are always 3 sides to every story. While most of us read these, and draw our own conclussions, I cannot say, with any firmness, that I totally agree with either side. However, as stated in your rebuttals, you have facts and figures on your side. To me, your arguments about going over and above to help a customer seem just a little tinted towards distraction from other possible issues. Or, perhaps they are, indeed, 100% genuine concern for the customer, as stated by you.

- most complaints are either from very angry customers who feel they are not being taken care of, are being unrealisitic about their expectations or, as you have stated, from other dealers looking to bash you.

- your rebutalls are, for the most part, well written and exactly what I would expect from any company trying to protect their reputation. As such, a lot of key phrases are often repeated; these include repeated references to your warranty, that you are constantly rated in the top 20 for independant dealerships and that you take pride in the condition of your vehicles. With all due respect on that point; if that is 100% true why do you feel the need to repeat it so much in each rebuttal? Re-stating that point once is re-inforcement enough; it just seem as if you are trying to overcompensate for something.

-the one rebuttal I have taken excetption to is this particular one. Every other rebuttal I've read from you has been keyed with many facts and figures, always skewed towards showing just how out of the way your dealership has gone, in some cases, to help an irate customer. This one, however, is flawed in a way that your rebuttals usually take a certain kind of pleasure in pointing out in others. As stated by the complaintent, he only indicated $2,517, not the $3,000 plus you quoted. He also informed the transmission shop you would be paying $1,296 of the bill, again not the over $3,000 amount you quoted.  You were also the one's who brought up the performance enhancements; he did not mention them one time in his complaint. All I am asking is if you are going to use a heavy-handed response approach to please fact check your own responses as it is only fair.

-in saying that, I do not what happened with his truck, or the subsequent chain of events that followed. Perhaps he did try, unsuccsessfully, to contact you for 4 days with no response. Most likely, written procedures were not adhered to (again, you continually emhpasize the contract stipulations in your rebuttals). I can see this, and other complaints, as a simple failure to follow simple guidelines, though I have to temper that a bit. Is it possible that there is some truth to what is being said? Perhaps they were unfortunate enough to have dealt with one of those undesireable employees who no longer works for you? I cannot fathom placing everything you do in print (warranty, cash promises, return policy) if you could not back them up; you would have to hire a full-time legal assistant just to process the claims against you.

-a final point; this was a report by an unhappy customer who actually used (mostly) propper grammer and punctuation, not a personal attack, and that your resonse was in no way appropriate.  Or, put another way, the "punishment did not fit the crime" as it were. I can understand the level of frustration it must have taken to get to that point, but a little more professionalism should have been employed.

Again, I am only expressing my views on this. For the most part I agree with your assessments and feel you are being targeted; of course, with the claims you present on your website and through consumer complaint forums (such as this) you have, indeed, painted a big target on your back and others will try to hit the bullseye from time to time.

Thank you for your consideration.

Larry M.

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#5 REBUTTAL Owner of company

BOBBY CHU ... A COMPREHENSIVE REBUTTAL WITH FACTS TO YOUR FALSE ACCUSATIONS

AUTHOR: Gibson Truck World - (U.S.A.)

TO BOBBY OF LAKE ALFRED, FLORIDA.

With regard to your unwarranted outburst on RipOffReport.com, Gibson Truck World is taking the time to address your outrageous statements.

First of all ... I challenge you, or anybody, to find a 1999 Ford F350 WITH 126,236 MILES ON THE CLOCK (you neglected to mention the mileage on your TEN YEAR OLD TRUCK).. who would sell you a truck of this age, with this amount of miles with ANY TYPE OF WARRANTY.

Second, I am glad you acknowledged, IN WRITING, the paperwork you read and understood that clearly, in large capital letters, IN BOLD, states .. "50/50 Warranty - ONE YEAR BUMPER TO BUMPER WARRANTY, Dealer will cover 50% costs of parts and labor, purchaser will cover remaining 50%. ALL WORK MUST BE PERFORMED AT GIBSON TRUCK WORLD. This warranty covers a period of one year or 6,000 miles, whichever comes first" You additionally signed that nothing else is promised or owed on this truck, no maintenance, no exchange policy. You happily signed this on 9 August 2008.

9 days later, after putting 358 miles on this truck, you called Gibson Truck World and informed our service department that there was a small oil leak. Gibson Truck World willingly addressed this problem on your aged, high mileage truck.

Chu, you bought the vehicle into Gibson Truck World to have this issue repaired on 21 August 2008 (12 days after purchasing the unit). Your vehicle was brought in at 11:11am and was completed at 2:45pm on the same day. Gibson Truck World paid THE ENTIRE BILL of $254.53 to have your oil leak repaired, as well as replacing gaskets for turbo pedestal leaking. You were not asked to contribute a penny toward this.

On 3 September, almost one month after purchasing your truck .. you once again contacted Gibson Truck World. By this time, you had put 808 miles onto this old truck. You complained of a high pressure oil pump leaking. Without hesitation, Gibson Truck World invested another $430.39 toward the repair of your truck. You also paid $430.39 toward these repair costs AS PER YOUR 50/50 WARRANTY agreement.

So far, Gibson Truck World had paid $684.92 and YOU ONLY HAVE PAID $430.39 toward the additional repairs to your truck. DO THE MATH.

Incredibly, on 23 January 2009 ... over FIVE AND HALF MONTHS LATER, you once again contacted Gibson Truck World and complained that you had to take the truck to a transmission repair facility in Maryland. The Overdrive light was flashing and you claimed that it would not shift. You wanted to fax the the invoice quote fromyour transmission shop in Maryland to Gibson and demand that Gibson Truck World pick up HALF OF THEIR REPAIR INVOICE. As you have acknowledged in your complaint above, ALL WORK MUST BE PERFORMED AT GIBSON TRUCK WORLD for the 50/50 Warranty to remain valid. The quote that came from THE GEAR BOX, Mechanicsville, Maryland was $3,649.69. There was an ADDITIONAL $800 OF UPGRADES included in this overhaul. This upgrading was of your choice and you had the audacity to expect Gibson Truck World to pay for this for you.

We submitted your quote to TRANSCO TRANSMISSION in Longwood, Florida. These are the reputable experts that Gibson Truck World send their vehicles to for a transmission overhaul. Their quote came in $1295 (less the $800 in upgrades that we refuse to pay for you). Gibson Truck World would have paid $647.50, leaving you to pay only $647.50 as per the 50/50 WARRANTY YOU AGREED.

For whatever reason, you refused to take advantage of this offer by Gibson Truck World, thereby invalidating your 50/50 Warranty for your transmission overhaul. That was your choice and still you slur Gibson Truck World's reputation with your false accusations.

Despite your obvious assumptions, Bobby, you need to be aware that Gibson Truck World only makes approximately $575 profit on each unit. At this time, your ten year old vehicle that (at the time of you demanding a transmission overhaul) had 128,466 miles on the clock already had incurred expenses of $684.92 from Gibson Truck World. This truck has now incurred a loss to Gibson Truck World and we were STILL ready to invest another $647.50 for your transmission.

Your expectations and accusations are highly unfair. Gibson Truck World have offered you more than any other dealer out there. A warranty on a truck that would scare every other dealer out there. Gibson Truck World have done everything, going above and beyond their duties, to follow through and provide the ultimate in customer care and satisfaction.

The fact that you are out of state, the fact that you wanted to be greedy and expect somebody else to pay for $800 in upgrades with a transmission overhaul on a very high mileage vehicle that is a decade old, the fact that you refuse to do your homework and ultimately, the fact that you allowed yourself to be, frankly, ripped off by a transmission company is totally your fault.

Gibson Truck World offers no apology as our rebuttal clearly outlines that we have offered more that any other used truck dealership nationwide. I challenge you to find another dealer who would honestly and fairly do more.

You owe us an apology, Bobby, or a retraction or your statement.

GIBSON TRUCK WORLD
"THE KING OF TRUCKS'
The South East's Largest and Most TRUSTED Used Truck Dealership
3455 Highway 17-92
Sanford, FL 32773

1-800-GIBSONS

www.GibsonTruckWorld.com
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