ComplaintsforRiverside Ford

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a call that a vehicle that I was interested in was available for purchase on 9/14/2022 from Riverside Ford, ********, **. When I arrived at the dealership, the vehicle was pulled around for me to test drive. I was told the vehicle was still available and had not yet sold. I gave the paperwork to the sale associate that contained the *** number of my current vehicle, so they could start working on the trade in value, to get the paperwork to purchase the new vehicle going during my test drive. After my **** minute test drive, I returned to the dealership, and was met outside by a guy telling me that the vehicle had just sold. During the test drive, I was very excited about the hard to come by vehicle, so it was quite a let down to find out that they sold the vehicle to someone who arrived with "cash" shortly after I started test driving the vehicle. I contacted the general manager of the dealership after this experience to let them know how disappointed I was. I received an apology but no real resolution. This was an embarrassing experience, and I would not recommend treating a customer like this.

  Business response

  10/03/2022

  In regards to the complaint filed against Riverside Ford we would like to say we are very sorry and explain the situation.
  
  The vehicle in question is a rare remake of a previous model the manufacturer discounted years ago. When the manufacturer released the notice of this model coming back available the dealership was only allowed to get this model by having each interested customer place an order for the vehicle. It is very rare that a dealership gets one of these vehicles that is not presold and available for sale. When this hit our website, that we had one of these vehicles available for sale, our phones and emails were overwhelmed with calls and messages. Our sales staff called and messaged back all the interested customers and started to work on the process of selling the vehicle. We had multiple sales people working on selling this vehicle at the same time. We are very sorry that a customer that started the process earlier in the day was able to get us all the required information we needed and have his bank wire transfer us the funds to purchase the vehicle prior to ********************* returning from the test drive. The vehicle was still available when she left on the test drive, we were giving her the opportunity to purchase the vehicle by starting the process of the sale. But the person who started the process with a different sales person was able to complete their process first. 

  ********************* has stated that her desired settlement is that we give her the first rights to buy the next comparable model of this vehicle. On the day this transpired one of our managers did speak with Mrs. ********* husband and he was told that they would contact them first when one of these rare model vehicles arrived on our lot.
  

  
  

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