Getting My Money's Worth

 

January 2, 2025

General Manager Laird Noller Ford
Topeka, KS          

Since 1993. I have purchased three brand new and one used vehicle from your business.  I purchased a 2024 Ford Escape September 10.  I had decided what car I wanted long before I came in.  The day I came to Topeka to see the car, I was not quite ready to wheel and deal.  I was experiencing a foggy day, something old people experience.  Once I got to the lot, saw the car, and decided that I would get it, there really was no reason for me to delay.  BIG MISTAKE!

I was there for HOURS, talking to one person after another.  I found out there was no room for a full-sized tire in that model.  I live down miles of gravel road in the Flint Hills and have flat tires about 4 times a year.  Different men were helping the young saleswoman seal the deal with offers.  I settled for a full-sized tire and rim.  At long last, I was in Guy's office writing the loan papers. I have excellent credit, money for a down payment, pre-approved by my credit union.  Should have been easy!  But Guy went down an EXHAUSTIVE list of warranties, to which I said “no” to.  I must have said “no” seven or eight times.  I could not think clearly, was tired and just wanted to get this horrible experience over with so I could go home. 

I came back the next day to pick up the car and turn over my old car. After another day or so, I finally sat down to go over the papers.  To my absolute horror, I had been charged for ALL the warranties I had specifically refused when Guy offered them, $5783 and something labeled “Nitro” for $750.  I was almost sick to my stomach.

I knew I had to return to get my tire/wheel on September 24, so when I returned, I made a point to speak to the manager.  I do not remember his name.  He has a southern accent, wears a ball cap and green sneakers.  I was so angry.  I said he needed to go down the line items, one by one, and explain to me how a $25,000 car ended up costing me $33,943 with a $2500 down payment and $1000 trade in allowance.  He knew all about the issues I have with flat tires and he knew good and well I would never have any use for nitrogen in my tires!  He told me that his stomach fell when he saw the Nitro on the paperwork. 

After almost four hours, I was signing to cancel all the warranties.  I believe I remained pleasant and polite but I was subjected to Guy’s thinly disguised sullen and passive aggressive attitude.  I did not care.  He literally added thousands of unwanted dollars to my loan! 

After I left, I realized I did not get any paperwork for what I had signed.  I called the saleswoman to ask her to ask Guy to make sure I got copies of the paperwork I had signed. Never heard back and never received any paperwork.  $6323.71 was refunded into my loan account on October 1.

 Because Guy had made a point to tell me that another person was supposed to take care of the warranties, the next time I called, I asked to speak to the person who took care of the new car warranties.  Whoever I spoke to that day told me that normally that warranty cannot be canceled but he would cancel it for me.  October 10, I received a voice message from Guy informing me that it takes a few weeks to cancel that particular warranty. That was the last I ever heard from Guy, the warranty guy, or anyone I have spoken to since.  I have left voice messages two or three times, and I have spoken with at least three different people since mid-October.

Amazingly, Guy actually answered when I called the number from the voice message about two weeks ago.  He told me he no longer worked there and to talk to Nick, or the “higher ups” about cancelling this warranty.

Your people assure me they will call me back but they simply do not.  I have been ignored in this matter.  Stonewalled, is what it is.  Clearly, no one has the time or the inclination to take care of this issue.  I believe I have been patient and polite.  But I am also angry.  I did not agree to the $750 Nitro charge warranty.  I would never have wanted it. Nitrogen will do me no good on these gravel roads! No one even bothers to call back to say, “Sorry, but we are keeping your money.” 

I realize you have thousands of customers and losing one is not a big deal, but I will never buy another vehicle from you.  Apparently I will not hear from Laird Noller Ford regarding the unwanted warranty nor have my money refunded.  I figure $750 plus tax, plus interest bought me all the bad reviews I can share by word of mouth for Laird Noller Ford in Topeka, KS. I am already pretty old, but my grandmothers both lived to be 99 and some.  I quite likely have nearly another 30 years to get my money’s worth. 

Signed with Retribution!