Complaint Review: Varsity Lincoln-Mercury - Novi Michigan
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- Author Confirmed
- Varsity Lincoln-Mercury 49251 Grand River Ave Novi, Michigan U.S.A.
- Phone: 248-305-5300
- Web:
- Category: Auto Dealer Repairs
Varsity Lincoln-Mercury Tried to Rip-Off a Woman in the Service Department Novi Michigan
*REBUTTAL Owner of company: ED Harrell Customer confused?
*Consumer Comment: Don't buy used from Ed Harrell - Also got totally ripped off
*UPDATE Employee: Varsity Cares
*Consumer Suggestion: 2nd opinion
*Consumer Comment: I work at LM dealership and I have input on this
*Consumer Comment: I work at LM dealership and I have input on this
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My Girlfriend took her 2005 Ford Focus with 34,000 miles in for an Oil Change at Varsity Lincoln-Mercury in Novi Michigan on Monday June 18, 2007. I was talking to her on the phone when she indicated to me that there was a mechanic that was taking her driver side front tire off her vehicle, as she didn't state to the advisor that she needed a tire rotation.
She then stated to me that the mechanic was bouncing her tire like a basket ball, as we had these tires replaced 3 weeks prior, i myself was wondering why this mechanic was doing this? Then she stated to me that 2 more guys went over to her car and were underneath it and she said that she would call me back as the advisor was coming to talk to her.
Danny Ervin, the service advisor came to speak with her and told her that her CV-Boot was leaking and that she needed a whole new driveshaft, mind you that this vehicle 2005 Ford Focus has only 34,000 miles on it and still retains the standard factory warranty. My Girlfriend then stated to the advisor that this should be covered under my warranty, and the Service Advisor "Danny Ervin" stated that she hit something and that it was not covered under warranty. She has also purchased the Extended (ESP) Warranty from Ford Motor Company.
She then felt pressured and decided to get an estimate for what it would cost her to repair the cv-boot and drive shaft. Varsity Lincoln-Mercury and Danny Ervin was happy to give her an estimate totaling $595 dollars and some change.
My Girlfriend then called me and told me hysterically that they have found something wrong with my car, it needs a new drive shaft, the cv-boot is leaking and its not covered under my warranty. I knew that one of these days my Ford Master Certified Service Advisor and Master Certified Warranty Administrator Certs would come in handy.
I told her that the cv-boot and/or drive shaft is definitely covered under warranty, and that she should come and bring it up here to another Ford Dealership that I know well. She left Varsity Lincoln-Mercury in Novi, and made the trip to Fenton, (which is about 40 miles away) from there I did a quick inspection of the vehicle and determined manufacture defect, as the CV-boot was tore, not impacted. The dealership we went to after 5 pm, everyone is leaving, had a drive ability mechanic getting ready to go home and said that he would look at it real quick. He took a look at it with us, and determined the same that I did, it was covered under warranty and the CV-boot just wore out.
We then promptly had it fix, under warranty, got the car back, and I made a call to the service manager at Varsity Lincoln-Mercury and told him that he should be ashamed of himself and his so-called professional staff there at Varsity Lincoln-Mercury Service Department taking advantage of a Woman. I told him that we got the vehicle fixed at another Ford Dealership, and they did it under warranty which Varsity Lincoln-Mercury should of done in the first place instead of upsetting my girlfriend. I told him I was going to contact the Fraud Division at Ford Motor Company, he replied "Super".
I am going to be contacting Ford Motor Companies Fraud Division about Varsity Lincoln-Mercury, and their poor service and lying to my girlfriend.
Which brings me to another concern, she had taken the car in for an oil change at Varsity Lincoln-Mercury before the rip in the cv-boot, and a week later here in Michigan we had a heat wave, her friend and her were going somewhere on business and she decided to turn on the air conditioning, to find that only hot air was blowing. I asked her if it worked before and she said yes, it worked great. They found in another service visit that she had hit something, as she had never hit anything with this car before and is sure of that, knowing and being part of the auto repair industry, i found that the damage looked as if someone in that dealership railed the lift, as what I mean hit one of the arms on a 4 (four) arm hoist. Anyone in the auto industry knows what I am talking about.
I will keep everyone posted on this situation.
Phil
Fenton, Michigan
U.S.A.
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This report was posted on Ripoff Report on 06/27/2007 11:51 PM and is a permanent record located here: https://www.ripoffreport.com/reports/varsity-lincoln-mercury/novi-michigan-48376/varsity-lincoln-mercury-tried-to-rip-off-a-woman-in-the-service-department-novi-michigan-257382. 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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#6 REBUTTAL Owner of company
ED Harrell Customer confused?
AUTHOR: v.p. g.m. - (United States of America)
SUBMITTED: Friday, October 15, 2010
I am the owner of Varsity Lincoln Mercury....Every Used Vehicle Varsity sells has a warranty. Even high mile units that sell for under $5000 dollars come with a minimum 30 day 1000 mile guarantee. We also have a 72 hour no question asked exchange policy. Ed Harrell is a 17 year member of our team....he works 6 days a week including saturdays. He also is available 24/7 via the internet or his company cell phone. I find it IMPOSSIBLE to believe you tried to contact him for 2 YEARS with no call back. I also am available to all customers because I care. I spend 70+ hours per week at varsity and do not screen my phone calls.....also,Ed manages our special finance department for customers will bruised credit...the car you qualified for based upon your past credit or downpayment may not have qualified for anything OTHER than the standard 30 day warranty.....so when you came back 2 YEARS LATER it is not surprising you may have repairs that may not be covered EVEN IF you had a valid warranty. If you contact me personally I will work with you on a resolution....but please be careful if you do decide to buy a Toyota because braking may be a problem.
#5 Consumer Comment
Don't buy used from Ed Harrell - Also got totally ripped off
AUTHOR: Ilovecars - (U.S.A.)
SUBMITTED: Tuesday, August 26, 2008
This dealership never even took care of the initial problems that were wrong with the vehicle I purchased. Service wanted nothing to do with me since my salesman had never put any of the problems into their computer system, and it took nearly TWO years to finally get ahold of the salesman. By now, my warranty is no longer in effect, and he wants nothing to do with me.
GREAT service to a former Ford Motor Company employee; Next vehicle purchase? I'll go with Toyota.
#4 UPDATE Employee
Varsity Cares
AUTHOR: Service Director - (U.S.A.)
SUBMITTED: Wednesday, August 20, 2008
Varsity is known for being the Number one Lincoln Mercury Dealership in the Nation for not only sales, but also Customer Satisfaction. Our Customer Satisfaction numbers for Last year through Ford Motor Corp recognized us as number one, which made us the winners of the Presidents Award. We have won the Presidents Award 10 years in a row. We strive to make our customers our number one priority.
In regards to this complaint we at Varsity were not notified of this customers concern and were never contacted by the customer. If we had been notified at the time of the repair we would have been able to rectify any situation.
We sincerely apologize, for any inconvenience the customer encountered during their visit to our dealership.
#3 Consumer Suggestion
2nd opinion
AUTHOR: Danny - (U.S.A.)
SUBMITTED: Wednesday, April 30, 2008
Hey Phil,
This is Danny Ervin the one you bashed in your report. So your a service consultant at Laso Ford. I m sure I could find stuff about you and write it in a blog also. You know as well as I do when Ford is sent back parts and there is physical damage done to it, the dealer will get charged back. As for your girlfriends car. If I was in the spot you where I would of said the same things you did to make your self look better.
#2 Consumer Comment
I work at LM dealership and I have input on this
AUTHOR: Jdt - (U.S.A.)
SUBMITTED: Thursday, August 02, 2007
I think that there is a very good chance that they really thought the damage was due to impact, which would be not covered. Obviously you would still have a right to be upset but I dont think it was ripoff so much as maybe mistake. I will explain why.
When a dealership does something under warranty the manufacturer pays them for the repair and for the part. So really there is no benefit to telling someone a repair is not covered just to rip them off. Covered or not the dealership gets paid for the repair.
I work at a dealership and believe me it is way easier to repair under warranty then to have to break bad news to a customer and get them to part with hundreds of their dollars. I urge you to consider this before you assume they were just trying to rip her off because she is a girl.
One dealership covering it as defect and one calling it impact and not covering it could simply be difference of opinion. This type of decision is a judgment call by technician and service manager. When one dealership denies you coverage due to something odd like impact instead of crying ripoff you can just take it somewhere else for another opinion, as there are plenty of dealers around.
#1 Consumer Comment
I work at LM dealership and I have input on this
AUTHOR: Jdt - (U.S.A.)
SUBMITTED: Thursday, August 02, 2007
I think that there is a very good chance that they really thought the damage was due to impact, which would be not covered. Obviously you would still have a right to be upset but I dont think it was ripoff so much as maybe mistake. I will explain why.
When a dealership does something under warranty the manufacturer pays them for the repair and for the part. So really there is no benefit to telling someone a repair is not covered just to rip them off. Covered or not the dealership gets paid for the repair.
I work at a dealership and believe me it is way easier to repair under warranty then to have to break bad news to a customer and get them to part with hundreds of their dollars. I urge you to consider this before you assume they were just trying to rip her off because she is a girl.
One dealership covering it as defect and one calling it impact and not covering it could simply be difference of opinion. This type of decision is a judgment call by technician and service manager. When one dealership denies you coverage due to something odd like impact instead of crying ripoff you can just take it somewhere else for another opinion, as there are plenty of dealers around.
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