SoCal dealer South Bay Ford sold my dad's Maverick without telling us it arrived

[wb5oxq]

I was lucky to find a great dealer even if I had to drive to them 175 miles from my home. It was worth it to get what I wanted at a fair no markup price. They were very easy to deal with and even let me return one I did not like and exchange it for one I did with no penalty. Planet Ford in Spring, Texas (Houston). I had done my shopping on line at their website.

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[Oscarcat]

I posted last month about how South Bay Ford refused to install my options (my 16 month old order). They threatened to sell to someone else that same day if I didn't take it as-is. (I gave in.) That sort of ruined Thanksgiving.

Well, a month later, they ruined Christmas, selling my dad's order without even notifying us. The GM's excuse: "you already bought one." This was a confirmed, signed order I'd paid a deposit on.

Here's the whole maddening episode, if you want to go on a blood-boiling journey with me. South Bay Ford has screwed me over now on 2 of 2 orders. (The first was previously detailed here, and was mostly resolved until this.)

Note: I’m a former investigative journalist, so I’ve been documenting when dealerships are sleazy. I hate that I have to be like this, but it’s now been very helpful to have notes when I contacted Ford CEO Jim Farley (who responded to me, by the way. I have a feeling this dealer took vengeance by selling my dad's order).

So here’s the story:

Back in June 2022, I contacted South Bay Ford in Southern California to place a Maverick order for me and my dad both. South Bay Ford (which reviews and some of you have indicated was relatively good) took two deposits (of $100 each). When MULTIPLE sales people stopped responding to my emails I demanded both be refunded. Two days later, the sales person emailed me “The order banks have opened. Would you like to place an order? Sorry I dropped the ball on you.” As Ford announced it was closing Maverick orders, I thought, why not? The sales person again asked me to “Please sign two.” For me and my dad. Then charged my credit card $500, inexplicably. When I asked, I was told in writing: “Ford requires for a build to be $500.00 100% refundable deposit… Ford verifies that you are a legitimate client, and not the dealership just placing orders to gain inventory.”

Provable lies, as anyone here knows.

As order books had now closed, and this was maybe mh only chance at a Maverick, I didn’t reply. A few months pass, and they try to sell me marked up Mavericks other customers didn't pick up. I decline.

I asked for them to make changes to both orders, for me and my dad’s specs. They agreed this time and had me sign updated forms. They again went silent for nearly 6 months until November, when my Maverick order actually shipped.

This begins my first Maverick order #0500, as described in the other thread. I am also notified around this time that my dad's order, #0515, will be arriving soon.

In short, they hadn't installed my options, and South Bay Ford’s sales manager Gabino Barerra called me unreasonable for asking that it be done, and then threatened to sell my Maverick if I didn’t take it as-is (without their dealer add-ons being installed). I can hardly describe the level of dishonesty on this guy, but here's him at his best on the South Bay Ford website:

Not wanting to lose my Maverick, I gave in — and sales agent Jose Perez asked me what I would do with my other order coming in soon. I said my dad wanted a Maverick.

Fairly frustrated at being out $500 for options not installed, I also said “or I might just try to flip it for a profit.” I probably shouldn’t have taunted a sleazy company with that, as they are truly the professionals at screwing customers. And they would again!

Alright, well a week passes. I report my first experience to Ford, Jim Farley personally, Mike Levine, several others. Farley's office calls me. Levine emails me. The dealership GM finally emails ann apology an offers to pay me for the add-ons they didn’t install, and give me a maintenance package. He says he’s meeting with Gabino Barerra to make sure it won’t happen again. What would be the odds, right?

So, I get the email from Ford that my other Maverick is on the way to the dealership, and they'll notify me when it's ready. A month passes. I noticed the South Bay website lists it online for sale (with a “call for price”) note on it. I email the GM and Jose to ask about when it’ll be available, and if I can get it for my dad by Xmas. Jose says it's there and he's going to check on it.

The VIN for that one is 3FTTW8M37RRA14909. The next time I checked it said "SO

I sent this (above) screenshot and asked if it was a mistake. GM Adolfo Toledo responds to say "has been Sold already we did not know you want 2nd Maverick since you already bought one. Look like everyone got the impression you not buying this one."

My dad is supremely mad at this dealership for not only screwing me (which I whined about loud enough for them to make right), but now also him. He will not be getting his order (waited two years for) which he has come to fall in love with.

I suspect that South Bay did this on purpose, to get me back for complaining about them not doing my (fully paid) add-ons. But, perhaps it's just a coincidence that they did exactly what they'd threatened me with a month before.

TLDR: these were both COVP confirmed rollover orders from two years ago. They used my drivers license and signatures to confirm an order multiple times, and then they sold to someone else without telling me, as Ford told me they would.

So here are my conclusions as an investigative journalist:

1. Dealers are abusing Ford’s drivers license verification system, so they can gain more inventory, which sells at a markup, and simply tell Ford that the customer canceled the order. This is lying, cheating, and in some ways also stealing.
2. This dealership was aware before, during and after I visited them that I wanted this order. They were certainly aware or should have been aware, and opted to sell it instead.
3. This is a big problem for Ford as well. Ford assures customers that “Your dealer will inspect your vehicle and contact you to arrange a pickup time when it’s ready," which did not happen here.
4. How can customers buy a vehicle without having Gabino Barerra (a sales manager!) try to bend you over and yell at you as being unreasonable for asking for what you paid for? Or Jose Perez lie to you repeatedly, or GM Adolfo Toledo then sell another order out from under you.
5. South Bay Ford deserves to be cut off from Ford entirely. SoCal would be better off having one less Ford dealer. (The problem obviously is that many others are sleazy too.)

TLDR: South Bay Ford threatened to sell my first order to someone else at markup (if I didn't take it without them doing their add-ons I paid Ford for, which are still not installed). And then, after the GM was aware, they actually did sell my dad's Maverick to someone else.

Not much I can do at this point but try to make people aware of their scam. If you happen to have an order there, DO NOT BE AFRAID to ride them very closely to make sure you actually get your order.

Sorry you had to go through this.fuckery when it should be an exciting experience. FoMoCo is allowing its reputation to be damaged. Your best bet is to do everything you can locally in Hawthorne CA to get the negative publicity out there.

See if a local TV station's consumer advocate will do a story on this. Pursue with the better business bureau. Do negative write ups on various sites like Yelp!, etc. etc. You could hire/pay a bunch of teens to hold picket signs calling them "South Bay Fraud" and hand out leaflets as customers enter [do research about staying on a public sidewalk and not blocking traffic etc.] Get the local news to cover the event. I am afraid some dealers are taking advantage of the hot market/demand for Mavs.

Consider buying one out of state and turning it into an adventure. Long McArthur in KS comes to mind. It sounds crazy but people do that. Locally try Santa Monica Ford. I find that dealers who do business with higher-end clients tend not to be into the fuckery you described. Over the years I have driven from San Diego to Santa Monica to purchase from Toyota SM, Lexus SM and VW of SM. My special order 24 Mav came from my neighborhood dealer and turned into a drama, not as bad as yours but unecessary fuckery none the less.

 

[mattfromca]

Sorry you had to go through this.fuckery when it should be an exciting experience. FoMoCo is allowing its reputation to be damaged. Your best bet is to do everything you can locally in Hawthorne CA to get the negative publicity out there.

See if a local TV station's consumer advocate will do a story on this. Pursue with the better business bureau. Do negative write ups on various sites like Yelp!, etc. etc. You could hire/pay a bunch of teens to hold picket signs calling them "South Bay Fraud" and hand out leaflets as customers enter [do research about staying on a public sidewalk and not blocking traffic etc.] Get the local news to cover the event. I am afraid some dealers are taking advantage of the hot market/demand for Mavs.

Consider buying one out of state and turning it into an adventure. Long McArthur in KS comes to mind. It sounds crazy but people do that. Locally try Santa Monica Ford. I find that dealers who do business with higher-end clients tend not to be into the fuckery you described. Over the years I have driven from San Diego to Santa Monica to purchase from Toyota SM, Lexus SM and VW of SM. My special order 24 Mav came from my neighborhood dealer and turned into a drama, not as bad as yours but unecessary fuckery none the less.

My background is actually as a TV consumer news producer, and I have covered dealerships in the past (not Ford) which have pulled shady things on customers. Unfortunately news just is not even watched anymore. As in, it literally gets a 0.2 rating. I would say starting around six or seven years ago, is when companies generally stopped trying to remedy these types of complaints from customers. It just is not important what's on TV anymore.

FYI I was also in touch with Santa Monica Ford, and they were marking things up as high as 20,000 over MSRP.

 

[MatthewPK]

I and a few others on here ordered from Galpin.
No deposit, no dealer markup, no BS.

I know Galpin is a mega-dealer so experiences will vary but I get the impression that their truck division is all about volume, so they want to keep orders simple in and out the door.

 

[Exranger]

I’m surprised as I thought no $$$ was required, only an ID. When I ordered mine the rep said no money to order.
So sorry for your experience, yes it is war in the dealership battle.

 

[Hipshot]

I also live in California. I have had three automotive business's in California and worked in a Lincoln dealership. 1. I guarantee the Consumer Affairs Department would love to hear about this. 2. Every business in California must have a city business license and a state sales tax permit. They would like to hear about this also. 3. Inform your local newspaper/TV station.

 

[Cobra1guy]

I posted last month about how South Bay Ford refused to install my options (my 16 month old order). They threatened to sell to someone else that same day if I didn't take it as-is. (I gave in.) That sort of ruined Thanksgiving.

Well, a month later, they ruined Christmas, selling my dad's order without even notifying us. The GM's excuse: "you already bought one." This was a confirmed, signed order I'd paid a deposit on.

Here's the whole maddening episode, if you want to go on a blood-boiling journey with me. South Bay Ford has screwed me over now on 2 of 2 orders. (The first was previously detailed here, and was mostly resolved until this.)

Note: I’m a former investigative journalist, so I’ve been documenting when dealerships are sleazy. I hate that I have to be like this, but it’s now been very helpful to have notes when I contacted Ford CEO Jim Farley (who responded to me, by the way. I have a feeling this dealer took vengeance by selling my dad's order).

So here’s the story:

Back in June 2022, I contacted South Bay Ford in Southern California to place a Maverick order for me and my dad both. South Bay Ford (which reviews and some of you have indicated was relatively good) took two deposits (of $100 each). When MULTIPLE sales people stopped responding to my emails I demanded both be refunded. Two days later, the sales person emailed me “The order banks have opened. Would you like to place an order? Sorry I dropped the ball on you.” As Ford announced it was closing Maverick orders, I thought, why not? The sales person again asked me to “Please sign two.” For me and my dad. Then charged my credit card $500, inexplicably. When I asked, I was told in writing: “Ford requires for a build to be $500.00 100% refundable deposit… Ford verifies that you are a legitimate client, and not the dealership just placing orders to gain inventory.”

Provable lies, as anyone here knows.

As order books had now closed, and this was maybe mh only chance at a Maverick, I didn’t reply. A few months pass, and they try to sell me marked up Mavericks other customers didn't pick up. I decline.

I asked for them to make changes to both orders, for me and my dad’s specs. They agreed this time and had me sign updated forms. They again went silent for nearly 6 months until November, when my Maverick order actually shipped.

This begins my first Maverick order #0500, as described in the other thread. I am also notified around this time that my dad's order, #0515, will be arriving soon.

In short, they hadn't installed my options, and South Bay Ford’s sales manager Gabino Barerra called me unreasonable for asking that it be done, and then threatened to sell my Maverick if I didn’t take it as-is (without their dealer add-ons being installed). I can hardly describe the level of dishonesty on this guy, but here's him at his best on the South Bay Ford website:

Not wanting to lose my Maverick, I gave in — and sales agent Jose Perez asked me what I would do with my other order coming in soon. I said my dad wanted a Maverick.

Fairly frustrated at being out $500 for options not installed, I also said “or I might just try to flip it for a profit.” I probably shouldn’t have taunted a sleazy company with that, as they are truly the professionals at screwing customers. And they would again!

Alright, well a week passes. I report my first experience to Ford, Jim Farley personally, Mike Levine, several others. Farley's office calls me. Levine emails me. The dealership GM finally emails ann apology an offers to pay me for the add-ons they didn’t install, and give me a maintenance package. He says he’s meeting with Gabino Barerra to make sure it won’t happen again. What would be the odds, right?

So, I get the email from Ford that my other Maverick is on the way to the dealership, and they'll notify me when it's ready. A month passes. I noticed the South Bay website lists it online for sale (with a “call for price”) note on it. I email the GM and Jose to ask about when it’ll be available, and if I can get it for my dad by Xmas. Jose says it's there and he's going to check on it.

The VIN for that one is 3FTTW8M37RRA14909. The next time I checked it said "SO

I sent this (above) screenshot and asked if it was a mistake. GM Adolfo Toledo responds to say "has been Sold already we did not know you want 2nd Maverick since you already bought one. Look like everyone got the impression you not buying this one."

My dad is supremely mad at this dealership for not only screwing me (which I whined about loud enough for them to make right), but now also him. He will not be getting his order (waited two years for) which he has come to fall in love with.

I suspect that South Bay did this on purpose, to get me back for complaining about them not doing my (fully paid) add-ons. But, perhaps it's just a coincidence that they did exactly what they'd threatened me with a month before.

TLDR: these were both COVP confirmed rollover orders from two years ago. They used my drivers license and signatures to confirm an order multiple times, and then they sold to someone else without telling me, as Ford told me they would.

So here are my conclusions as an investigative journalist:

1. Dealers are abusing Ford’s drivers license verification system, so they can gain more inventory, which sells at a markup, and simply tell Ford that the customer canceled the order. This is lying, cheating, and in some ways also stealing.
2. This dealership was aware before, during and after I visited them that I wanted this order. They were certainly aware or should have been aware, and opted to sell it instead.
3. This is a big problem for Ford as well. Ford assures customers that “Your dealer will inspect your vehicle and contact you to arrange a pickup time when it’s ready," which did not happen here.
4. How can customers buy a vehicle without having Gabino Barerra (a sales manager!) try to bend you over and yell at you as being unreasonable for asking for what you paid for? Or Jose Perez lie to you repeatedly, or GM Adolfo Toledo then sell another order out from under you.
5. South Bay Ford deserves to be cut off from Ford entirely. SoCal would be better off having one less Ford dealer. (The problem obviously is that many others are sleazy too.)

TLDR: South Bay Ford threatened to sell my first order to someone else at markup (if I didn't take it without them doing their add-ons I paid Ford for, which are still not installed). And then, after the GM was aware, they actually did sell my dad's Maverick to someone else.

Not much I can do at this point but try to make people aware of their scam. If you happen to have an order there, DO NOT BE AFRAID to ride them very closely to make sure you actually get your order.

Something needs to be done about these shoddy dealers. I didn't order a Maverick because I didn't have the luxury of waiting for a year or two for a vehicle that was worth waiting for. Along with the dealer markups here were 10,000. So I told the dealer your not getting that from me.

 

[mattfromca]

I also live in California. I have had three automotive business's in California and worked in a Lincoln dealership. 1. I guarantee the Consumer Affairs Department would love to hear about this. 2. Every business in California must have a city business license and a state sales tax permit. They would like to hear about this also. 3. Inform your local newspaper/TV station.

I can definitely tell the Department of Consumer Affairs, which I am extremely familiar with. However, they rarely act. Similarly, I used to produce stories for one of the big Los Angeles TV news channels, and trust me when I say, there is no influence or leverage left there anymore. The stories don't even get indexed on a Google search. Dealers know this, and don't care.

 

[prsncat]

I also live in California. I have had three automotive business's in California and worked in a Lincoln dealership. 1. I guarantee the Consumer Affairs Department would love to hear about this. 2. Every business in California must have a city business license and a state sales tax permit. They would like to hear about this also. 3. Inform your local newspaper/TV station.

@Hipshot hit all of my recommendations as well.

I also added South Bay to the MTC dealership tracking sheet. They earned the first red highlighted "Warning" label on the list.

Looking at my Ford dealership recommendations/warnings list, you will see that California leads all states with the highest percentage of dealer warnings.

By the way and before you go nuclear on them, find out if they will offer him the Maverick on the lot he will take with all of the private offers as well as an inconvenience discount. In other words, he might get a higher spec Maverick at the same or lower price than the one he ordered. It's the least they could do from a customer satisfaction perspective. They should be maintaining a "slush fund" and/or marketing budget they can use.

 

[Oscarcat]

My background is actually as a TV consumer news producer, and I have covered dealerships in the past (not Ford) which have pulled shady things on customers. Unfortunately news just is not even watched anymore. As in, it literally gets a 0.2 rating. I would say starting around six or seven years ago, is when companies generally stopped trying to remedy these types of complaints from customers. It just is not important what's on TV anymore.

FYI I was also in touch with Santa Monica Ford, and they were marking things up as high as 20,000 over MSRP.

Hi Matt - true about TV and print. That said, it will take shouting out SoBay Fraud Ford in different arenas. I have found over the years starting contact with a dealer's "Internet Dept" via email is the way to go and gives you a paper trail. Physically going to a dealer is a waste of time. The economy is very strong in SoCal [allowing for the deep division between haves and havenots] which is why out of state may work. Beware that CA makes it a bit difficult to bring a truck in by way of requiring you to have a weight certificate from a certified scale when you registger it. Moving companies have these drive-on scales. At least that was the way it was in 2016 when I purchased a new GMC Canyon in Arizona. But I saved a bucket load and the trip was a mini vacation.

 

[Mavreezy]

My dad purchased a truck from South Bay Ford (in Hawthorne, CA) a while back. It was the worst experience ever. They ripped him off with shady paperwork practices and so-called "mandatory options" that were needed in order to make the deal. That dealership is ran like a crime ring. Stay away!!!

 

[Bwicka]

I would say this almost solidifies my belief all the companies should go to online , direct sales models and the dealers can just be the after sales service centers!

 

[Hot Runr Guy]

Matt, other than a Lariat Hybrid, what is the build on your Dad's truck? With MTC members across the country, someone may know of one that's available.

HRG

 

[Mike S]

The biggest frustration is knowing that my anger has nowhere to go that will actually help me. The best advice is probably to just let it go, because the system is indeed rigged against me. But I can at the very least let others know as a warning. Hopefully my experience saves someone else, and costs these cheaters some sales.

This is what Small Claims Court is for. This is a basic contract law case. Sue the dealer for damages. In California you can sue for up to $10,000. You would have two separate cases, one for you and one for your dad. Each for $10K. Damages can include the extra cost of buying an in stock Maverick, loss of use due to delays caused by the dealers refusal to honor their contract, and anything else you can think of, including potentially punative damages. Don't take this lying down. Fight back!

 

[HuieDouieLouie]

Consider buying one out of state and turning it into an adventure

This is what I did. The half dozen or so Ford dealers around me are either incompetent, unresponsive or just downright scummy. I'm driving ~300 miles to pick up my Mav from a dealer that had their act together.

It worries me a little bit if I ever had to take my future Mav in for service locally. I guess I'll pick the one with the best reviews and cross my fingers it doesn't turn into a hassle.

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