William Mizell Ford, Inc Mr. Mizell and Service Manager/David Warlick promised to fix vibration in 2011 Chevy HHR purchased 07/12/12, now they will not return my calls. Waynesboro, Georgia

It is now day 10 since Mr. Mizell made his offer of new tires to try and fix the vibration problem in our vehicle, only we have not heard back from him.  Someone please help us!  

I did more research on these "special tires" right in the town where Mr. Mizell's dealership is located, Waynesboro, GA and forwarded this email to Mr. Barron of Better Business Bureau:

Complaint #670279954, Denise Bernal,, "Special Tires"
FROM:Denise Bernal
TO:wbarron@csra.bbb.org
Friday, September 7, 2012 9:37 AM
Mr. Barron,
After our conversation on 09/05/12 and my email sent to you on 09/04/12 regarding these "special tires" that Mr. Mizell/William Mizell Ford, Inc was supposed to be ordering for our vehicle, I decided to contact tire places right there in Waynesboro.  These "special tires" are Firestone Affinity Touring S4 P215/55R16 and are not special tires.  Upon calling Firestone Complete Auto Care, 706-554-2503, I was advised these tires would be ordered and received within 1 day...I stress the 1 DAY.

So someone needs to please explain to me why Mr. Mizell is having such a difficult time getting these tires, when I can do all this research and get the tires within 1 DAY.  Something not sounding right, to you yet, as it is not sounding right to me?  It has now been 10 days since his offer of new tires.

This is unbelievable and I would really like to pursue the arbitration please...immediately!!

Thank you,
Denise Bernal

After not hearing back from the Better Business Bureau on 09/04/12, I decided to call several, and by several, I called approximately 10 different tire places regarding the tires (Affinity Touring S4 P215/55R16) to see exactly how long it takes to ship, and if these tires are in stock, two of these tires to us here in GA.  This is the email that I sent to the BBB after my research:

Complaint #670279954, Denise Bernal, Affinity Touring S4 P215/55R16 Tires
FROM:Denise Bernal
TO:wbarron@csra.bbb.org
Wednesday, September 5, 2012 12:21 PM

Mr. Barron,
Just thought you would be interested in knowing, I did my own research online and called approximately 10 different tire companies all located out of GA, to get shipping estimates on 2 of the above mentioned tires.  I was advised shipping ranged from 1-4 days, 4 days being the very longest to get tires.  We are now on day number 8 since Mr. Mizell made his offer of purchasing these tires, granted there was a holiday in there, but all these tire companies ship on Saturdays and advised that the holiday would not have held up an already in place/shipped order.

Interesting, is the best way and the most diplomatic way, I can think to put this.
And in the mean time, we continue to have to drive a vehicle that we our unsure as to what is causing the vibration. This has now be going on since 07/12/12.  Does ethics mean anything?

Thank you,
Denise Bernal

At 4:33 pm on 09/05/12 I received a call from Mr. Barron of the BBB and he advised me that he spoke to Mr. Mizell/William Mizell Ford who told him that these are "special tires" and they are taking longer to get and Mr. Mizell will call when when he receives them.  Again, I say very interesting after my research.  

I seem to be fighting this battle on my own and we continue to be driving a vehicle that we have no clue what is causing the vibration.  

Since the last thing reported to you, our vehicle continues to have a vibration and this is only SOME of my correspondence with the Better Business Bureau and ALL of the responses from Mr. Mizell (William Mizell Ford, Inc):



Subject: Complaint # 67027954
8/22/2012
Mr. Barron, 
Glen/William Mizell Ford did call back, he advised that they got 3 HHR's in within the last 
month, only one of them had good tires on them, but they sold all of these vehicles last week.  I 
asked Glen, why they would sell a vehicle when they knew we were driving around in one that 
was unsafe on the road, he had no answer.  I also asked Glen why all of a sudden we were 
getting used tires when we were told new tires and he advised "because it was a used vehicle".   
I called William Mizell Ford and spoke to the receptionist Connie, by the way a very nice lady, 
who tried everything to get me through to Mr. Mizell, but did not have any luck.  She wanted to 
transfer me to the Sales Manager and of course I advised her that I have had no luck with two of 
there Sales Managers (JD and David Warlick).  I requested Mr. Mizell's email address so I could 
plead our case to him at least through email and she could not get anyone to give her that.  So 
Connie took a very detailed message, explaining that we feel the vehicle is a safety issue and 
now seems to have a more serious issue on the right hand side than what was previously thought, 
and is personally delivering it to Mr. Mizell and requesting that he return my call. 
So now I am waiting to see if Mr. Mizell returns my call and we continue to have to drive a 
vehicle that could have some serious issue and could possibly be causing more harm to the 
vehicle. 
Thank you, 
Denise Bernal 
By the way, this dealership seems to always have a reason why tires are not put on our vehicle :(



Sent: Thursday, August 23, 2012 9:33 AM
To: wbarron@csra.bbb.org
Subject: Denise Bernal and 2011 HHR that needs repairs
8/23/2012
Mr. Barron, 
As of today, 08/23/12, Mr. Mizell/William Mizell Ford has not returned the call that he said he 
would, nor has he responded to my emails that I have sent to him at both: 
william.mizell@mizellford.com and mizellford@gmail.com; nor have I received these emails back 
which tells me that he has received them and is just not responding to any correspondence or calls from me.
Thank you, 
Denise Bernal 

To: "wbarron@csra.bbb.org" <wbarron@csra.bbb.org>  
Sent: Wednesday, August 22, 2012 9:46 AM 
Subject: Fw: Denise Bernal and 2011 HHR that needs repairs 
Mr. Barron, here is the email that I have now sent to Mr. Mizell on 08/21/12 and 08/22/12.  Also 
I sent this email to mizellford@gmail.com to Mr. Mizell's attention on the same dates.
On 08/20/12 Mr. Mizell did return my call, very late at night, we did not answer as we were already in bed, he left a message advising he was sorry for calling so late and that he would call me back the next morning after his second cup of coffee.  I have not heard back from him. 
Thank you, 
Denise Bernal 
----- Forwarded Message ----- 
From: Denise Bernal <dl_bernal@yahoo.com> 
To: "william.mizell@mizellford.com" <william.mizell@mizellford.com>  
Sent: Wednesday, August 22, 2012 9:02 AM 
Subject: Denise Bernal and 2011 HHR that needs repairs 
Mr. Mizell, 
On July 20, 2012 when we brought the 2011 HHR in to have the passenger tire looked at, as 
Jeremy believed that the rear passenger tire was a directional tire that was put on wrong, I 
approached you and David Warlick/Sales Manager in the lobby of the Service Department and 
you shook my hand and promised me that you would put new tires on this vehicle and that if that 
did not fix the problem you would move on to plan B.   So my question to you now is, it has 
been well over a month and we have been driving this vehicle (I asked David to give us a vehicle 
off your lot to drive to prevent further damage to our vehicle and he said no, as we would cause 
no further damage to our vehicle), however, after your service department balanced the rear 
passenger tire, we pointed out to David that the vibration now started at 45 mph and also at 60 
mph while he was in the vehicle with us.  And now the vehicle, when you hit the slightest little 
bump ( as a manhole) hits very hard on the right hand side of the vehicle.  We fear this is a very 
serious safety issue not only to us but to other people on the road.  You shook my hand and promised me you would take care of us. 
Please advise why we are not being taking care of.... 
Thank you, 
Denise Bernal 

The day before the BBB was to start arbitration Mr. Mizell sent this:

Gi Gi
I'm forwarding you my email to Ms. Bernal as I could not figure out how to
include it in the response area of the case file sent to me. I've not heard 
back from her as if this is acceptable or not. Hopefully it is and this will 
resolve the issue.
William Mizell
William Mizell Ford

From: <william.mizell@mizellford.com>
To: <mizellford@bellsouth.net>
Sent: Wednesday, August 29, 2012 4:55 PM
Subject: Re: Fw: Denise Bernal and 2011 HHR that needs repairs
----- Forwarded message from william.mizell@mizellford.com -----
    Date: Wed, 29 Aug 2012 16:53:32 -0400
  From: william.mizell@mizellford.com
Reply-To: william.mizell@mizellford.com
 Subject: Re: Fw: Denise Bernal and 2011 HHR that needs repairs
  To: Denise Bernal <dl_bernal@yahoo.com>
Mrs. Bernal,
I have left 2 messages on your phone and you've been sending me emails
to an account that I don't moniter. I did have an HHR that we were
going to swap tires with your however it has been sold. Due to the
time this has dragged out and not being able to get another vehicle
that I can swap the tires with if you will provide me the tire brand,
name & size ( example Goodyear..Invector..P235/75X16 ) I'm will order
2 tires to replace the mismatched tires on the rear.
I appoligize that we've not been able to contact each other which has
added to your aggrevitation with this issue.
William Mizell
William Mizell Ford

My response back to Mr. Mizell, which I also forwarded to Mr. Wallace Barron of the BBB, sent on 08/29/12:

Mr. Barron,
Please see attached response to Mr. Mizell's email that he sent to me this evening.
Thank you,
Denise Bernal
----- Forwarded Message -----
From: Denise Bernal <dl_bernal@yahoo.com>
To: "william.mizell@mizellford.com" <william.mizell@mizellford.com> 
Sent: Wednesday, August 29, 2012 6:58 PM
Subject: Re: Fw: Denise Bernal and 2011 HHR that needs repairs

Mr. Mizell,
I am home all day and have not received any messages from you on the home phone 706-XXX-XXXX nor my cell phone 706-XXX-XXXX and as far as the emails I have forwarded the emails to both (william.mizell@mizellford.com and mizellford@gmail.com) to your attention.  Also, Mr. Wallace Barron, from BBB has tried to get a hold of you with no return calls to the BBB, regarding this issue.

I also have contacted Mizell Ford several times and left messages for you with no return calls. However, I do appreciate the response now as the issue is a growing safety issue.  

I would like to ask you one thing, when we were in your service department on 07/20/12 you shook my hand and promised me that if it was not the tires that you would move on to "Plan B" and fix what ever is causing the vibration, are you still doing this as our HHR has a very serious problem and I have explained this to you in the emails that I have sent to you and in the responses to the BBB.

The tires on the front of our 2011 Chevy HHR are Affinity Touring S4 P215/55R16.  Please Mr. Mizell advise me if the tires end up not fixing the vibration if you are going to fix the vibration problem as promised?
Thank you,
Denise Bernal

Have not heard back from Mr. Mizell since the 29th of August regarding the tires.

From:  Denise Bernal
Sent:  Tue, Sep 4, 2012 at 8:25 am
To:  Gigi Turner
Cc:  wbarron@csra.bbb.org

By the way, it amazes me that his one response to BBB after what a month of this going on, you 
immediately post it to the BBB case, where are all my emails that I have forwarded regarding this
case? 
----- Forwarded Message -----
From: Denise Bernal <dl_bernal@yahoo.com>
To: "gturner@csra.bbb.org" <gturner@csra.bbb.org> 
Cc: "wbarron@csra.bbb.org" <wbarron@csra.bbb.org> 
Sent: Tuesday, September 4, 2012 8:22 AM
Subject: Case #67027836, Denise Bernal, 2011 Chevy HHR

GiGi and Mr. Barron,
I see where you have requested that I either respond "yes" I accept Mr. Mizell's response or "no" I 
do not, why is there not a "maybe" as if I say yes this case will be closed and I may never receive 
tires from Mr. Mizell as promised or get this vibration in our vehicle fixed and the response of no 
also does not apply.  So I am in a situation where I am not real sure how to respond to this question on BBB's website.

As I have not heard from Mr. Mizell regarding these new tires since we discussed them on 08/29/12 I would think you would be able to see why this is an issue with me, also since this has taken since 07/20/12 to even get him to respond regarding the issue with a vehicle that he sold that had an issue in the first place.  I know you want me to say "yes" to the question and just let this go, but I feel until I get tires, to begin with, to see if this fixes the vibration, that this case should not be closed.  Especially since this is an Accredited Business with you guys you would really think you would be fighting to correct our issue with this business. 

I am sure no matter you will be closing my case as it has happened over and over and William
Mizell Ford will suffer no consequences from letting a consumer drive around in what could be 
a potentially dangerous vehicle to the purchasers as well as all others on the road.  

At this point I am confused, hurt, and feeling like I have been thrown to the wolves to fight this 
battle on my own.  However, if you have any suggestions as to how I should handle this question 
where I do not end up the "victim" I would certainly appreciate your input.
Thank you,
Denise Bernal

Mr. Barron, BBB, called me on 09/04/12 questioning my email and I advised him I do not feel comfortable at this time with Mr. Mizell nor William Mizell Ford nor do I want this complaint/case closed as I do not feel he is going to follow through with tires.  We are now on day 8 and still have not received a call regarding these tires he promised.  Mr. Barron, said he would call Mr. Mizell and give me a call right back.  Have not heard back from either one of them.

What has happened to a companies ethics, principles, business practices that it has resorted to leaving my husband and I out here with a vehicle that could be potentially dangerous not only to ourselves but to others on the road?

08/08/2012                WEB      BBB        RECEIVE BUSINESS RESPONSE : The HHR that
Ms. Bernal did have a tire vibration at time of the sale. The customer wanted
us to include new tires as part of purchase. The customer was told that to put
new tires on the HHR would increase the monthly payment $10 per month or we
could bring the car back in a rebalance the tires. The deal was done at the
lower payment. Ms. Bernal did come back in to have the tires road forced
balanced on July 20th as all 4 tires were out of balance however Ms. Bernal was
not satisified. The vender that we purchased the car from is going to provide
us with another HHR to swap tires with to see if that corrects the issue. He
has been out of his office due to family issues however he's now back and is in
the process of getting us another HHR to swap tires with. Once he provides us
with that vehicle we will notify Mrs. Bernal to have that done. 

My response back:

08/08/2012  Forward Business response to Consumer

08/09/2012                WEB      BBB        RECEIVED CONSUMER REBUTTAL : (The
consumer indicated he/she DID NOT accept the response from the business.)

Contrary to what was stated by Mr. Mizell, a $10 a month deal was never offered at the
time of sale. Adding it up after reading this response, not at the dealership,
mind you, since I repeat it was NEVER an option, $10 for 6 years comes to
$720  for new tires not including tax and interest on the loan. WHO WOULD PAY THIS FOR TIRES ON A NEW VEHICLE? Unless, Mr. Mizell, you're attempt at offering my husband and I this deal, was when your sales manager, Jeremy, said to me directly, "Give me the extra $15 a
month and I'll make sure your vehicle is fixed right." Talk about shady
business, even if this was a joke, a comment like this is inappropriate and
would NEVER be taken as this deal you stated above "for $10 a month"
to get new tires.

After the visit to William Mizell Ford on July 20, 2012, of course I, as the
customer, was not satisfied. The problem had still failed to be fixed and the
"Plan B" you promised had never even been mentioned again even though
the vehicle still had issues. Issues made WORSE by the balance that you did on
ONE tire. We were told that only one was off balance by 2 ounces and that was
all that needed to be corrected. It appears to me that the issue is something
bigger than tires, since the one small thing that you did to reportedly correct
this problem has only succeeded at making the vibrations worse.

Also on July 20, 2012, when we were in for the rebalancing of the back passenger
tire, I asked David for a loaner vehicle from the lot to prevent further damage
on our vehicle until the company got new tires from the vendor. David flat out
told me to continue to drive the HHR as I would not ruin it. But now, it's not
only a question of how much damage I may or may not have done to the vehcile by
this continous driving, but it's also a question to my personal safety as well
as those of others on the road, since there is no way of telling what condition
this vehicle is in and how safe it really is.

David, the sales manager, also on the meeting on the 20 of July, shook my husband,
Marty's, hand and directly promised me NEW tires. I clarified with him to make
sure that he said NEW and that I was NOT getting tires off another HHR, and he
again promised me NEW tires. After waitng five days, I called David back and
got his viocemail. Around 7 pm he called and left a message saying that the
vendor had family issues and that "It is not your problem" so he was
still waiting on getting the tires. I called back Friday and was transferred to
David by Glen and that was the first time that I had been informed that I would
be getting USED tires, not new ones like I had been promised earlier in the
week.

At this point, I can say that I do not want USED tires, I want NEW ones like I was
promised in the beginning. I do not want USED tires from a vendor that are
being taken from a RENTAL vehicle, so these tires are beyond used with however
many miles driven on them, and this is supposed to fix this problem? I think
not. Especially since, how long could it possibly take to get tires? Not as
long as you've kept me waiting, that much is for sure. And coming from another
HHR? Do all these vehicles have issues, or just the ones you sell?

I no longer feel safe having this company work on my vehicle and incidently
increasing the damages. Rather, I would like to take the HHR to a Chevy dealer
in Wrens, Georgia, have tires put on the vehicle, and billed to Mr. Mizell. If
in fact, tires are not the problem, as I suspect, I want to continue to take in
the vehcile, until the source of the vibration is found, and the problem is
fixed. If this is the case, and the tires are not the issue, then I would like
William Mizell Ford billed for this also. 

At this point, all I can do is wonder how many other vehicles are sitting on your
lot, and how many that have already been sold, that are damaged and also a
potential risk to drivers and others on the road. It's quite frightening.

No response from Mr. Mizell or William Mizell Ford as of this date.