Report: #388509

Complaint Review: WestWay Ford

  • Submitted: Thu, November 06, 2008
  • Updated: Mon, November 17, 2008
  • Reported By: Fort Worth Texas
  • WestWay Ford
    801 W. Airport Freeway
    Irving, Texas

WestWay Ford Trust Nothing From This Company Disaster of an Experience! I apologize for the length, but I wanted you to know the whole story! Irving Texas

*Author of original report: Thanx to the General Manager at Westway Ford, this problem was finally resolved

Show customers why they should trust your business over your competitors...

Upon first driving on the sales lot, I was greeted by an arrogant a*s of a salesman. After running him off and getting a different sales person, I thought my experience was going to be great. I received a pretty good deal and was happy with my vehicle.

Then the nightmare began! I received a phone call from my original sales person 3 weeks later stating that I needed to come back in to sign some paperwork. When I quizzed her to what paperwork I needed to sign, they had given her no information so she could properly inform me of the issues. Basically, they just passed the buck to her to take the brunt of a now unsatisfied customer. So then I had to wait for the sales manager to contact me. Needless to say, he finally contacted me within a couple of hours and proceeded to tell me that the VIN number was incorrect on all my paperwork. So in a nutshell, I was financed (even refinanced), insured, and driving a vehicle that was still sitting on their lot! So in a sense, I was driving a vehicle that could have been considered stolen or improperly tagged and insured if I was to have been pulled over. Which I am pretty sure that this would have caused me great legal headaches! This is not even mentioning that if I would have been in an accident, my insurance company would not have been liable for any of it because WestWay Ford had the incorrect VIN number on all their paperwork. Please keep in mind, this wasn't an accidental mistype of a number or letter, the paperwork reflected the VIN number of a completely different vehicle!

Here is how all this happened (or at least the best I can tell). I was dealing with 2 sales people. The first one was great. She listened, did what I needed her to do and tried to get me what I wanted. The second one, tried to do the financing on one vehicle that I had already told her I didn't like and then she did do the financing and the paperwork on the wrong vehicle the second time. At the time the second one was doing the paperwork, I was undecided to which color of vehicle I was going to buy. Well, I guess the second sales person made that decision for me and created all the paperwork off the vehicle that I did not want. So the VIN number that was put on all my paperwork was for the one I told her I didn't want and not for the one I actually drove off the lot.

What was WestWay Ford's answer to the problem, to offer me a free car wash and a tank of gas. Oh, they also had the financing manager try to talk me into just taking the vehicle that I didn't want in the first place. There selling point was that it has less miles then the one I drove off the lot originally (keep in mind, this was brand new and did not have very many miles on it anyways). They just wanted to take the easiest way out and were only considering what was in their best interest. It took me almost an hour of screaming and yelling at the financing manager before he finally gave up on his sales speech and started the paperwork on the car I had already been driving. At no point and time did I ever see or speak to anyone in their upper management. They all hid and left everything up to my original sales person and the financing manager. To this day, I still have not heard anything from upper management!

I contacted my insurance company (which is also the ones that refinanced the vehicle for me) they next day so I could start cleaning up the mess on my end that their ignorance caused. At that time, my insurance company told me that they would just cut me a check to pay for the vehicle (straight financing through them instead of just refinancing) and then that way I didn't have to wait for WestWay Ford and Ford Motor Credit (don't even get me started on them) to process all the financing paperwork. When I called to inform the sales manager that I was going to do that, I was told that I had to pay Ford Motor Credit because they gave me a $500.00 discount for financing through them. It was bad enough that their error caused all this mess, but they did not want to take the $500.00 out of their pockets to make this all better. It took me threatening them with returning the vehicle and contacting a lawyer before they finally decided to pay this $500.00 out of their own pockets. Then on top of that, I had informed them that they needed to take the GAP insurance out of the price of the vehicle, they still sent the original amount that I financed to my insurance company. It wasn't until my insurance company called them directly that they finally removed it from the cost of the vehicle.

Here is my wrap up on this whole ordeal. I will not buy anything from WestWay Ford again nor will I buy a Ford again! The financing manager talked and treated me like he thought I was an idiot both times I had to deal with him and it is obvious to me that with the exception of my original sales lady, everyone up there does what they want and how they want it. They don't care about customer satisfaction. I will also add that they gave me $5500.00 for my trade and proceeded to list if for almost $13,000.00. So beware, their mark up is unreasonable!

Good luck to anyone who decides they want to buy something from this place!

FYI.I read another report on this site about them adding additional cost for extended warranty and stuff, it is true. They tried to do it to me the first time I signed all the paperwork but I caught it and made them fix it.

Fort Worth, Texas
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This report was posted on Ripoff Report on 11/06/2008 08:49 AM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Author of original report

Thanx to the General Manager at Westway Ford, this problem was finally resolved

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

After placing this report, I contacted a lawyer to try to get this resolved. I was directed by my lawyer to try to contact Westway Ford myself with a certified letter. Before I tried that, I went to the financing director to see if he could help in this matter. Needless to say, he was of no help. If that wasn't bad enough, I got short with him and hung up on him and then he proceeded to call me back. That call just made things worse when he proceeded to yell at me and stated that if I wanted to be that way towards him that he would just ignore my situation and let me straighten out their mess. I in turn asked him for the documentation that he said he personally sent to Ford Motor Credit and he to this date has not produced them. Through another source, he apparently never took care of it anyways.

Well needless to say, I placed a phone call to the General Manager of Westway Ford and left him a message. To my delight, he returned my phone call later that same day. Upon explaining to him what had transpired, he quickly got on top of things and started getting this mess properly fixed. Per his request, I emailed him everything that I had to deal with during my experience with his company and he even called to let me know he received it and was taking actions accordingly. Not only that, he did follow through personally to make sure that this problem that they caused was fixed. He even did a good job of giving me a status on it every time something changed. I am happy to say that he has sent me the appropriate documents showing that I no longer owe them or Ford Motor Credit any money. All in all, he did a great job of listening and following through with what he said he was going to do. It was greatly appreciated.

My only question is, why had he not been made aware of this ordeal prior to my phone call?
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