12325 SW Canyon Road
Beaverton, OR 97005
Southwest Portland
Phone number (503) 644-1131
Website: damerowford.com
Prices: $$$$
BOTTOM LINE: More than anything, this story is about automaker - some, if not all, of them - practices regarding customer satisfaction surveys and dealer/salesperson compensation based on the results of those surveys.
I was told by the Ford Sales Manager at Damerow Ford in Beaverton, Oregon and it was verified by a salesman for Alan Webb Nissan in Vancouver, Washington that salesperson and dealer compensation is tied directly to the results of customer satisfaction surveys. I was told: "a salesman's compensation (bonus) is directly tied to customer satisfactions surveys - if they fall below a 95% satisfaction score in any given month, the salesperson's compensation (bonus) is negatively affected (or eliminated) altogether".
Are you kidding me? Are they serious? Automakers are apparently incentivising customer satisfaction ratings to skew them in a positive light rather than seeking honest customer feedback about their products and/or customer experience at their dealerships so that they could improve their processes. This is exactly why I (a retired military officer and combat disabled veteran) was denied the purchase of a 2017 Ford Escape SE by Damerow Ford. Their general manager refused to sell me a car because he was afraid that I would give them a bad Ford survey review, beside the bad reviews they would also receive on my popular blog, Yelp and elsewhere where I have over 500,000 readers each year). No car sale, no customer, no bad review ... problem solved!
I am also writing this story because of its absurdity and how it potentially affects uncounted car buyers each year. These ridiculous practices need to be known by all consumers. W.E. Demming, American "quality" guru and source of the "best customer service practices" on the planet, would be rolling over in his grave if he knew that these practices were going on.
I usually do not write about businesses without some sort of connection to travel and travelers, but I felt an exception was needed here. You will not believe what this Portland Ford dealer did!
Several Midwesterners I have talked to about our upcoming move to Portland, Oregon and familiar with the area have told me: "they don't like military/veterans out there" and "as a retired military officer moving to Portland, you will not be welcome there, they're way too liberal". I took it with a grain of salt because I have experienced no negative attitudes during my previous visits, but I have also not spent a great deal of time in Portland and I do not readily advertise my military background. I also do not generalize about people, lumping them into categories based on limited information, where they reside being a perfect example. After the experience I am about to tell you about, I have to admit that I am starting to have a few concerns.
When you see a business on yelp* with 117 reviews and an average rating of less than 2.5 stars out of 5, there is something definitely rotten in Denmark or, in the case, Portland, Oregon. It is called Damerow Ford and here are some comments by their customers ...
I was told by the Ford Sales Manager at Damerow Ford in Beaverton, Oregon and it was verified by a salesman for Alan Webb Nissan in Vancouver, Washington that salesperson and dealer compensation is tied directly to the results of customer satisfaction surveys. I was told: "a salesman's compensation (bonus) is directly tied to customer satisfactions surveys - if they fall below a 95% satisfaction score in any given month, the salesperson's compensation (bonus) is negatively affected (or eliminated) altogether".
Are you kidding me? Are they serious? Automakers are apparently incentivising customer satisfaction ratings to skew them in a positive light rather than seeking honest customer feedback about their products and/or customer experience at their dealerships so that they could improve their processes. This is exactly why I (a retired military officer and combat disabled veteran) was denied the purchase of a 2017 Ford Escape SE by Damerow Ford. Their general manager refused to sell me a car because he was afraid that I would give them a bad Ford survey review, beside the bad reviews they would also receive on my popular blog, Yelp and elsewhere where I have over 500,000 readers each year). No car sale, no customer, no bad review ... problem solved!
I am also writing this story because of its absurdity and how it potentially affects uncounted car buyers each year. These ridiculous practices need to be known by all consumers. W.E. Demming, American "quality" guru and source of the "best customer service practices" on the planet, would be rolling over in his grave if he knew that these practices were going on.
I usually do not write about businesses without some sort of connection to travel and travelers, but I felt an exception was needed here. You will not believe what this Portland Ford dealer did!
"I will never return to Damerow Ford for anything. What a bunch of unprofessional, idiots." - Courtney K. (May 2011)
"Landmark was very easy to work with and much more trustworthy, don't bother with these guys." - Zach B. (November 2011)
"Damerow Ford is the worst company I have ever dealt with. I regret buying my car from them." - Carly N. (October 2012)
"Terrible customer service and communication" - Megan H. (June 2015)
"Terribly unprofessional. The sales guy was very friendly and helpful. The manager Brian (Ronstadt) was rude and totally inappropriate." - Geezer B. (January 2016)
"Absolutely the worst customer service I have ever experienced in my entire life." - Nathan B. (April 2017)
Check the reviews on yelp* for yourself, it is all there in black and white. Now on to my experience. As a Ford shareholder, I expected much, much more from a company I own a fair amount of stock in.
I was referred to Damerow Ford through the USAA Car Buying Service, a program for military and veterans in which if you purchase a vehicle from the referral dealer, you receive a discounted price. The USAA program is a subsidiary of or partner with TrueCar and when I told them what I am about to tell you, they were furious. My case was elevated to "urgent" and forwarded to TrueCar for resolution.
The salesperson, June Jermany, and managers (Ali Bulgasem - General Manager, Brian Ronstadt - General Sales Manager, and Kiyoshi Tsuji - Sales Manager) at Damerow Ford wasted countless hours of my time for well over a month while I was trying to buy a 2017 Ford Escape (see photo above) from them. They lied constantly, failed to read my emails or answer my questions, then had the nerve to REFUSE TO SELL ME A CAR because they were afraid of a poor review, retaliating against me for making well substantiated complaints in my emails. As you will see in the evidence below, I started off calm, friendly and courteous, but as time went on and I became more and more frustrated, the tone of my emails changed. Here is one of the first emails where the salesman failed to answer simple questions (note my pliant and courteous request for answers):
From: Chris
Sent: 4/4/2017 3:11:00 PM
To: June
Subject: Re:June at Damerow Ford
June,
This looks like a winner. Where is the vehicle? I didn’t see the tow package on the sticker. Where is it listed?
I’m assuming we can get a cargo cover and all weather mats once we decide on a vehicle. Correct?
Let me know what we need to do to hold this vehicle. If you can send any photos of this particular vehicle’s interior/exterior, we’d appreciate it.
Thanks
Chris
-----------------------------------------------------
From: June
Date: Tuesday, April 4, 2017 at 5:56 PM
To: Chris
Subject: Re:June at Damerow Ford
Sorry that one didn't have the tow, you can add one from U-Haul if you like it is about $400, or look at this one and you will see the tow package on it.
MSRP $30,130
Internet Price $27,943
Rebate $4000
Price $23,943
June
See me at the Truck Ranch!
--------------------------------------------------------
From: Chris
Date: Tuesday, April 4, 2017 at 6:07 PM
To: June Jermany
Subject: Re: June at Damerow Ford
We don’t need the tow package right now. I would appreciate answers to my other questions though:
1. Where is the vehicle?
2. I’m assuming we can get a cargo cover and all weather mats once we decide on a vehicle. Correct?
3. Let me know what we need to do to hold this vehicle. If you can send any photos of this particular vehicle’s interior/exterior, we’d appreciate it.
Chris
Just 10 days after first contact, they were ready for me to buy an Escape with the intent to enter into a contract:
I asked him to reply to five different concerns, TWICE, and all he could say was "Ok will see you when you get here", which is not even a complete sentence.
Here is a series of (some of the 80+) emails where Damerow employees promised to send me the paperwork to finalize the deal (twice), changing their mind (twice), refusing to do so after making commitments, and eventually ending with their refusal to sell me a vehicle I spent a great deal of time and patience trying to buy (note the tone of my emails, starting politely, but progressively becoming more blunt and direct as I became more and more frustrated):
Kiyoshi then told me that the dealership was "losing thousands of dollars on this deal". To which I replied, "wait a minute Kiyoshi, don't tell me you're losing thousands of dollars because I know that's a lie ... I know all about the incentives and bonuses you get from Ford and there's no way you're losing money." Without admitting his lie, he quickly changed the topic. However, as a man of my word, I told him: "Even though you have lied to me on numerous occasions, that's water under the bridge Kiyoshi ... If there are no problems when I pick up my car on 5/13, everything is in order when I get there and I am happy with the transaction, I will absolutely write a positive review."
Being deceitful himself (having promised to send me the paperwork by mail to complete the transaction not once, but twice, then refusing to follow through), Kiyoshi is apparently not used to dealing with people of honor, people with integrity. At the end of the conversation, which like all questionable phone calls I record, he agreed to "trust" me. He even offered to pick me up at the airport when I arrived and drive me to the dealership to take delivery of our new car. All he had been worried about was the negative Ford Customer Satisfaction Survey, which are artificially inflated and a joke, and yelp* reviews I could possibly write, potentially costing them Ford incentive money, not about making an unhappy customer happy. The email chain continues ...
From: June
Date: Sunday, April 9, 2017 at 11:57 AM
To: Chris
Subject: June at Damerow Ford
Are you ready to proceed yet?
June Jermany---------------------------------------------------------------------------
From: Kiyoshi
Date: Monday, April 10, 2017 at 3:56 PM
To: Chris
Subject: Re:June at Damerow Ford
Yes we're going to be selling the Escape to you $500 better than your other offer which puts you at $22,248 out the door (this is for standard title, registration, and licensing. Does not include any additional fees if any for specialty or customize plates, or county specific fees if any.)
Sincerely,
Kiyoshi TsujiHere is another example of June not reading or answering questions in my emails. Please note my calm, pleasant, but firm request to read my emails and answer my questions:
From: Chris
Date: Tuesday, April 11, 2017 at 10:27 PM
To: June
Cc: Kiyoshi
Subject: Re: June at Damerow Ford
June,
Did you read my email? I asked for a document as well as having asked a question and for a favor:
1. There’s also an application, but my Mac won’t let me open it:
a. http://www.odot.state.or.us/forms/dmv/6736fill.pd
b. If you could print the application and send it to me, I’ll fill it out and bring it with me when we purchase the car.
2. Please confirm how many years will be registering the car for. I believe it’s four years. Correct?
3. I also asked you to “Please ensure that all documentation is saved in our file and that ALL of the appropriate paperwork is completed accurately to ensure there are no undue delays in registering, titling, and licensing the car on the day of purchase.”If I get there to take delivery of the car and the paperwork is inaccurate or am missing something because you didn’t understand my concerns, I’m not going to be pleased. Please take the time to read my emails and address my concerns or I’m not going to be able to do business with Damerow Ford. I have enough on my plate and don’t need to waste time writing emails that aren’t going to be read or sit around waiting for the paperwork to be redone.
Thank you.
Chris
--------------------------------------------------
From: June
Date: Tuesday, April 11, 2017 at 8:59 PM
To: Chris
Subject: Re:June at Damerow Ford
Ok will see you when you get here.
June
Here is a series of (some of the 80+) emails where Damerow employees promised to send me the paperwork to finalize the deal (twice), changing their mind (twice), refusing to do so after making commitments, and eventually ending with their refusal to sell me a vehicle I spent a great deal of time and patience trying to buy (note the tone of my emails, starting politely, but progressively becoming more blunt and direct as I became more and more frustrated):
From: June
Date: Thursday, April 20, 2017 at 12:35 PM
To: Chris
Subject: Re:June at Damerow Ford
I will check for you, but we will get all the paper work ready and overnight it to you with a return envelope. I can get this done today if you like.
June
Internet Sales Manager
See me at the Truck Ranch
----------------------------------------------------
From: Chris
Sent: 4/20/2017 11:59:00 AM
To: June
Subject: Re:June at Damerow Ford
Sounds good. We test drove the SE w/ 2.0 EcoBoost and loved the power and ride, so there’s no need to see or drive the car, assuming it will be in “new” condition with very few miles when we take possession.
Thanks
Chris
------------------------------------------------------------------
From: June
Date: Thursday, April 20, 2017 at 3:59 PM
To: Chris
Subject: Re:June at Damerow Ford
Can you send me the front and back copy of both of your driver's license and a copy of your valid insurance it can be for any vehicle. Are you registering it to the Gresham address? I'm just getting the paper work ready, I will have a finance manager call you what might be a good time.
June
Internet Sales Manager
See me at the Truck Ranch!
---------------------------------------------------
From: June
Date: Monday, April 24, 2017 at 1:22 PM
To: Chris
Subject: Re:June at Damerow Ford
Chris sorry for the delay, they have decided to just hold the Escape here for you with the additional $3k down. You can just sign the paper work when you get here. With the $3k extra down that is enough to hold it till you get here, does that work for you.
June
Internet Sales Manager
See me at the Truck Ranch
------------------------------------------------
From: June
Date: Tuesday, April 25, 2017 at 1:07 PM
To: Chris
Subject: Re:June at Damerow Ford
You know there is no problem we just trying to make it as easy as possible on you ... I will get the paper work out to you today.
June
Internet Sales Manager
See me at the Truck Ranch!
-------------------------------------------------
From: ChrisDate: Tuesday, April 25, 2017 at 7:33 PMTo: JuneSubject: Re: June at Damerow Ford... I prefer to just wrap it up so we can simply pick up the vehicle upon arrival. Please send me the details (final price, including military appreciation incentive, registration/title details, including the “trust” verbiage, and disabled veteran plate paperwork) via email BEFORE sending the paperwork in order to ensure everything is correct. I don’t want to waste time and postage with documentation that may be incorrect/incomplete.Please let me know when I can expect the email and subsequent paperwork.Chris
---------------------------------------------------
From: June
Date: Wednesday, April 26, 2017 at 12:26 PM
To: Chris
Subject: Re:June at Damerow Ford
Talked to my manager and he doesn't want to overnight the paper work to you. He would rather wait till you get here reason being the rebates will change at the first of the month and we would have to do it all over again anyway ... Sorry for any problems this has caused for you.
June
-----------------------------------------------
From: Chris
Date: Wednesday, April 26, 2017 at 3:45 PM
To: June
Cc: Kiyoshi
Subject: Re: June at Damerow Ford
June,
I called and left a message. Please call me and explain what the problem with your manager is, what the rebate issue involves, and what that has to do with sending me the paperwork. I’ve never had so much difficulty giving somebody $23,000.
First you were overnighting the paperwork to me last week, then you weren’t, then you were again and now you’re not. I don’t see what the rebates changing at the end of the month have to do with anything, so please call me and explain this to me because I have about had it. When people tell me they’re going to do something, I expect them to do it. It’s called “integrity” and something I live by.
Please call me.
Thank you,
Chris
---------------------------------------------------------
From: Chris
Date: Friday, April 28, 2017 at 10:19 AM
To: June
Cc: Kiyoshi
Subject: Re: June at Damerow Ford
June,
You promised me that you’d send the itemized price breakdown yesterday morning. ... If you want $3000 like your manager insisted, I’d recommend keeping your promise and sending me the information we agreed on the day before yesterday when you had to leave for your dentist appointment.
I don’t seem to be getting any respect. Your managers have no integrity and you don’t follow through with your commitments. I have had about enough. Either start doing what you tell me you’re going to do or refund the $500 you took on 4/11 and I’ll buy a car from someone else.
Last chance.
Chris
----------------------------------------------
From: June
Date: Monday, May 1, 2017 at 6:23 PM
To: Chris Sorentino <combatcritic@gmail.com>
Subject: June at Damerow Ford
Just ran the [credit] card ($3000)
June
Internet Sales Manager
See me at the Truck Ranch!
-------------------------------------------
From: Chris
Date: Friday, May 2, 2017 at 6:15 PM
To: June
Cc: Kiyoshi
Subject: Re: June at Damerow Ford
This has literally been a nightmare June. Your management are worse than civil servants who look for ways NOT to do things instead of LOOKING FOR WAYS TO "DO" THINGS.
I'm honestly at my wits end am considering cancelling and getting a refund, buying a car from a dealer that knows something about customer service. If surveyed, it won't be pretty.
Chris
----------------------------------------------
From: ChrisDate: Tuesday, May 2, 2017 at 8:59 PMTo: JuneCc: KiyoshiSubject: Re: June at Damerow FordJune,If you had read my email or checked the DMV website, you would see that I meet all criteria for an Oregon driver’s license, the main one being:Proof of Your Residence Address – I have several documents with proof of my residence address.I know you’re busy and have many more customers than me, but I’d appreciate it if you would READ MY EMAILS and tell your managers to STOP WASTING MY TIME. We have spent far too much time on a transaction that I have completed in less than 30 minutes in the past. I have far too much to do than spend time emailing and calling you over and over about the same thing. I’m selling a house, moving, renting a temporary house while looking to buy, and TRYING to buy a car. Please stop wasting my time.Chris
------------------------------------------------
From: June
Date: Tuesday, May 2, 2017 at 10:47 PM
To: Chris
Subject: Re:June at Damerow Ford
I read your emails all I was trying to do was make sure all bases where covered when you arrived so you could come and go with out any hang ups. Just trying to pass on information to you so there where no suprises.
June
Internet Sales Manager
See me at the Truck Ranch!
-----------------------------------------
From: Chris
Sent: 5/3/2017 7:41:00 AM
To: June Jermany"
Subject: Re:June at Damerow Ford
June,
This email is a perfect example of what I have experienced at Damerow Ford. Instead of trying to find a solution for your customer, you throw up your hands and tell me what you can’t do or offer no solution at all. Or you tell me that “management” has changed their mind on promises that were made, or offer some other sad excuse for what you “can’t do”. I have been trying, unsuccessfully, to buy a car from you since March 3oth WITH 78 EMAILS having been exchanged during that period … 78!
I’m contacting the Ford Consumer Assistance Center today at 800-392-3673 where they handle “dealer issues” because of all of the lies I have been told and wasted time caused during an extremely busy and stressful period in our lives. I have all of 78 emails where I was “promised” the paperwork was coming (twice) and all of the other things I was told that turned out to be untrue or incorrect, including you ignoring my comments, questions and concerns on a regular basis. I will also send a letter and copies of pertinent emails, including this one, to:
Board of Directors
Ford Motor Company
P.O. Box 685
Dearborn, MI 48126-0685
U.S.A.
As Kiyoshi promised in his April 5th email above, please refund our $3,500 immediately so we can buy a car from another Portland dealer, most likely not Ford or any other U.S. based dealer after what we have gone through and the experience we have had at Damerow Ford. Thanks June. Thanks for wasting a great deal of my time. Thanks for nothing.
Sincerely,
Chris
----------------------------------------------------
From: JuneAfter complaints to management about their constant lies, unprofessional behavior, and not reading my emails or answering key questions, sales manager Kiyoshi Tsuji called me on May 3rd (see email below) and told me that he was hesitant to sell me the car because he thought I would give the dealership bad reviews no matter what happened.
Date: Wednesday, May 3, 2017 at 11:08 AM
To: Chris
Subject: Re:June at Damerow Ford
sorry you feel that way no one here has lied to you, your perception is different than ours. I understand that their are two sides to every story and that you don't know all that is involved in getting the proper paper work done in order to save you valuable time. I have been upfront with you all the way in trying to tell you what to expect and how to get it done, sorry you don't like my efforts to make this as quick and easy as possible. There are certain things that I tried to inform you about before you got here so it wasn't a surprise to you.
June
Internet Sales Manager
See me at the Truck Ranch!
Kiyoshi then told me that the dealership was "losing thousands of dollars on this deal". To which I replied, "wait a minute Kiyoshi, don't tell me you're losing thousands of dollars because I know that's a lie ... I know all about the incentives and bonuses you get from Ford and there's no way you're losing money." Without admitting his lie, he quickly changed the topic. However, as a man of my word, I told him: "Even though you have lied to me on numerous occasions, that's water under the bridge Kiyoshi ... If there are no problems when I pick up my car on 5/13, everything is in order when I get there and I am happy with the transaction, I will absolutely write a positive review."
Being deceitful himself (having promised to send me the paperwork by mail to complete the transaction not once, but twice, then refusing to follow through), Kiyoshi is apparently not used to dealing with people of honor, people with integrity. At the end of the conversation, which like all questionable phone calls I record, he agreed to "trust" me. He even offered to pick me up at the airport when I arrived and drive me to the dealership to take delivery of our new car. All he had been worried about was the negative Ford Customer Satisfaction Survey, which are artificially inflated and a joke, and yelp* reviews I could possibly write, potentially costing them Ford incentive money, not about making an unhappy customer happy. The email chain continues ...
From: Chris
Sent: 5/3/2017 6:46:00 PM
To: June
Subject: Re:June at Damerow Ford
June,
I didn’t say you lied, but I was told things that turned out to be untrue, a lie in my eyes because your manager didn’t back-up what you promised me on two occasions. I don’t have a problem with you and know you’ve spent a great deal of time and effort trying to help.
I spoke with Kiyoshi this morning and believe we have come to an amenable, equally agreeable solution. Please let me know if I should take the train to Beaverton from the airport on Saturday night and where I should get off. There’s no need to pick me up at the airport as Kiyoshi mentioned unless you have a burning desire to do so.
Please let me know what works best for you.
Cheers,
Chris
-----------------------------------------------
From: June
Date: Thursday, May 4, 2017 at 12:31 PM
To: Chris
Subject: Re:June at Damerow Ford
Depends on when you get in, it quickest for me to come get you if you are coming out Saturday night. You have my cell phone we should talk before you leave that day. That way we can set everything up. Thanks
June
Internet Sales Manager
See me at the Truck Ranch!
----------------------------------------------------------
From: Chris
Sent: 5/4/2017 6:08:00 PM
To: June
Subject: Re:June at Damerow Ford
June,
I know you’re busy and we have exchanged nearly 80 emails now, but I told you when I was arriving in my April 30th email:
"-----Original Message-----
From: Chris
Sent: 4/30/2017 11:20:00 AM
To: June
Subject: Re:June at Damerow Ford
Hi June, I’m arriving at PDX around 6PM on 5/13 and would like to pick up the car that night (Saturday – I see you’re open until 9PM). I should be able to be there around 7 or 7:30 depending on if I get a ride from a friend or take the train. Will that work? I know this is a more complex transaction than you’re probably used to so I don’t want any last minute surprises or hiccups, finding out that the paperwork is incorrect or that I wasn’t told to bring a vital piece of information/documentation."
This is a perfect example of either not reading my emails or a simple lack of attention to detail. I told you when I would arrive and I also asked you IN BOLD “what I need to bring with me”.
You have to understand how frustrating it must be to have to ask the same questions over and over. We are extremely busy right now ... I have been trying to buy a car from you for OVER A MONTH, having exchanged 80 emails and making a few phone calls, having finally resolved all of the issues just yesterday.
Can you understand my frustration when you look at it from my perspective? I NEVER had a problem with you (other than not reading/paying attention to my questions and concerns) and know you have been working hard for us, only to be thwarted my management. I get it!
Please answer or address all of my questions concerns. We still have a little over 8 days, but it can’t wait until the last minute and I can’t run home (1,800 miles) to get something because somebody forgot to tell me to bring it.
Once again, thank you for your patience and assistance. I know this has not been an easy transaction for numerous reasons. All of that is water under the bridge and I’m looking forward to a quick and seamless delivery of our new 2017 Ruby Red Ford Escape w/ 2.0L EcoBoost engine, tow package and cold weather package before Damerow Ford closes at 9PM on Saturday May 13th, 2017.
I will keep you posted by phone on Saturday 5/13 should there be any hiccups in my schedule, like being dragged off of the plane or God knows what.
Cheers,
Chris
----------------------------------------
From: June
Date: Thursday, May 4, 2017 at 9:10 PM
To: Chris
Subject: Re:June at Damerow Ford
I know that I was coming from the point of if your flight is late or anything like that. Just wanted to make sure that you got on flight and where on your way, that's all.
June
Internet Sales Manager
----------------------------------------------------
From: Chris
Date: Wednesday, May 10, 2017 at 4:14 PM
To: June, Kiyoshi
Subject: Bad Move
June/Kiyoshi,
Your general (sales) manager (Brian Ronstadt) just called and, as has been the case all along, Damerow Ford obviously has some serious integrity issues. You have lied to me constantly and now you back out of a deal that we have wasted countless hours putting together?
You obviously have zero compassion for a person that is under a great deal of stress right now, made worse by your total lack of professionalism and time I have wasted dealing with the two of you.
Prepare for the onslaught of terrible reviews and complaints to the Ford Board of Directors, Better Business Bureau, and anybody else I can think of. There’s nothing that pisses me off more than a person/company that lacks integrity and you guys top the list. You really aren’t going to enjoy having made an enemy of me. I can buy a car from anybody and your GM just made a huge mistake!
“No friend ever served me, no enemy ever wronged me, whom I have not repaid in full” – Lucius Sulla
Chris
Ford provides incentives for good reviews or docks dealers for bad follow-up reviews from "customers", those who eventually purchase a vehicle. Thinking that I would give them a bad review because of their deceit and unprofessionalism, even though I gave my word on my honor as a retired Air Force officer that I would not if they FINALLY followed through with their promises, management decided not to take the chance. As you read in my email above, their general sales manager, Brian Ronstadt, called me on May 5th, 2017 and told me that he was REFUSING TO SELL ME A CAR, retaliating against me for my complaints of lying and unprofessional behavior by his staff and protecting their precious survey record and bonuses from Ford.
Car salesmen and dealers are notorious liars and manipulators and Damerow Ford sits right at the top of the list. I have written many great reviews and a few bad ones, but Damerow Ford has earned the Top Spot on my "Wall of Shame". Shame on you Ali Bulgasem (Damerow Ford General Manager), shame on you Brian Ronstadt, General Sales Manager, shame on you Kiyoshi Tsuji (Sales Manager), and shame on you June Jermany (Internet Sales Mananger) ... everybody seems to be a manager at Damerow and you know what they say about "too many chiefs".
Car salesmen and dealers are notorious liars and manipulators and Damerow Ford sits right at the top of the list. I have written many great reviews and a few bad ones, but Damerow Ford has earned the Top Spot on my "Wall of Shame". Shame on you Ali Bulgasem (Damerow Ford General Manager), shame on you Brian Ronstadt, General Sales Manager, shame on you Kiyoshi Tsuji (Sales Manager), and shame on you June Jermany (Internet Sales Mananger) ... everybody seems to be a manager at Damerow and you know what they say about "too many chiefs".
I value honor and integrity, values that I live by every day of my life, having done so before and during my 20+ years of military service to our great nation and ever since I retired in 2005. I simply do not tolerate liars, cheats, swindlers or unprofessional treatment of customers.
My maxim during my many years of military service was to provide "outstanding customer service" to those who had no choice but to come to my squadron when they needed a car, to have it fixed, borrow (rent) a car or get a ride somewhere on base, or ship something anywhere in the world. That attitude earned me MAJCOM-level awards and my squadron the honor of being chosen "Air Force Transportation Squadron of the Year" and "National Defense Transportation Association Military Unit of the Year". Here is the video that the Air Force produced for the award ceremony:
I basically ran a car dealership, taxi/bus/car rental company, and FedEx hub all in one ... in a combat zone ... and it was much larger than Damerow Ford, with 1,300+ vehicles, 100+ mechanics, 70+ drivers, 40+ freight specialists and several administrative staff members. So, I know a little bit about running an efficient, customer-oriented organization. Ali Bulgasem, General Manager at Damerow Ford and Brian Ronstadt, the person who called me to tell me that he refused to sell me a car, and their employees at Damerow Ford have the worst customer service skills I have ever seen.
Why would a car dealer refuse to sell a car to a customer? Because they had something to lose, that is exactly why. Their "perfect" customer review rating and that Ford cash incentive for positive reviews were more important than honoring a contract and treating a customer professionally and with dignity and respect. They also do not like people who complain about poor service and unprofessional behavior, so Ali Bugasem and Brian Ronstadt retaliated against me by refusing to follow through with a contract in which I had put more than 15% ($3,500) as a down payment on the vehicle in good faith and spent countless hours over 40 days trying to purchase that vehicle.
Am I a demanding customer? You can bet your sweet ass I am. I demand professionalism, honesty, integrity, compassion, and to be treated with dignity and respect when I spend my hard earned money, nearly $23,000 in this case, at a business. Don't you?
I am still waiting for the $3,500 refund on the down payment I made on my credit card, having promised me they would hold the car until I got there on Saturday (5/13). That would be considered breach of contract in any court of law, but I will not even go there. Now I have to rent a car when I arrive in Portland instead of picking up the vehicle I put a large down payment on, costing me hundreds of extra dollars unnecessarily as well as more wasted time looking for a vehicle to buy. Military Appreciation ... what a joke!
The last Ford I owned was a 1960 Ford Falcon station wagon, my first car. I have purchased mostly foreign cars over the years (Honda, VW and Nissan - all great cars), but decided to buy American-made this time, being a patriot and having heard that Ford had improved their products, safety, and reliability. Their cars may be better than they once were, but their customer service is the poorest I have seen in recent memory. Is it a coincidence that Ford's stock has tanked over 20% in the past year?
Complaints have been filed with the Oregon Attorney General, Federal Trade Commission and Better Business Bureau (Northwest) for breach of contract. I also sent a letter to the Ford Motor Company Board of Directors which, based on previous experience, will likely be ignored. The Oregon Attorney General, Federal Trade Commission, and Northwest Better Business Bureau are all taking my complaints very seriously, having responded to my concerns, contacting Damerow Ford, and keeping me up-to-date.
When I told the USAA Car Buying Service representative about my horrifying experience at Damerow Ford, the dealership they referred me to, they were shocked and extremely apologetic. My case was immediately elevated to TrueCar (who runs the bones of the program for them) in "urgent" status and I was promised it would be resolved post haste.
I could sue Damerow Ford and likely win, but it is not worth my time, money or energy. I will just buy a new car from another dealer and manufacturer, unfortunately probably a Japanese or Korean company. So much for my attempt to buy a domestic car ... "Made in America". You cannot say that I did not try.
Welcome to Portland?
Complaints have been filed with the Oregon Attorney General, Federal Trade Commission and Better Business Bureau (Northwest) for breach of contract. I also sent a letter to the Ford Motor Company Board of Directors which, based on previous experience, will likely be ignored. The Oregon Attorney General, Federal Trade Commission, and Northwest Better Business Bureau are all taking my complaints very seriously, having responded to my concerns, contacting Damerow Ford, and keeping me up-to-date.
When I told the USAA Car Buying Service representative about my horrifying experience at Damerow Ford, the dealership they referred me to, they were shocked and extremely apologetic. My case was immediately elevated to TrueCar (who runs the bones of the program for them) in "urgent" status and I was promised it would be resolved post haste.
I could sue Damerow Ford and likely win, but it is not worth my time, money or energy. I will just buy a new car from another dealer and manufacturer, unfortunately probably a Japanese or Korean company. So much for my attempt to buy a domestic car ... "Made in America". You cannot say that I did not try.
From: BBB Northwest
Subject: Complaint has been sent to the business
Date: 5/12/2017
C.T. Sorrentino
Gresham , OR, 97080
Dear Chris:
Thank you for contacting Better Business Bureau. This message is in regard to your complaint submitted on 5/11/2017 against Damerow Ford Company. Your complaint was assigned ID 12151088.
Your complaint has been sent to the business for their response. Once they have responded to BBB, we will contact you again. In the meantime, if the complaint becomes resolved please inform us in writing. Please remember that copies of your future correspondence will be sent to the company as well.
Sincerely,
Nick EppsWhat a nice "welcome" to our new home, Portland, Oregon. I hope this is not a sign of things to come. In my 60 years on Earth, I have never experienced such flagrant unprofessional and aggressive behavior at a business, particularly one where I was trying to spend $23,000. Is it a fluke or were my Midwestern friends right? I hope it is the former because we have invested a lot of time, money and emotion in a cross country move to a place we hope to spend the remaining years of our lives ... feeling welcome and happy in our new home ... maybe.
BBB Resolutions Consultant
Welcome to Portland?
POSTSCRIPT: Well over 500,000 people read my reviews each year, so I get a lot of feedback. I have been contacted by numerous consumers since writing this article with stories very similar to my own. Here are stories from just a few of the many people who have contacted me about their recent Damerow Ford horror stories or just to show their support:
CombatCritic Gives Damerow Ford 0 Bombs Out Of 10 ... The Lowest Of The Low ... But The TOP SPOT On My "Wall Of Shame" ... Shame on you Ali ... shame you Damerow Ford ... Shame on you Ford Motor Company!
"Epic review. Thanks for your service. Sorry these losers treated you so poorly."
- Cassandra T. (Portland, Oregon - May 17, 2017)
"Have you considered taking legal action against Damerow Ford? They also did me dirty and committed fraud.
They ran my credit without my consent, yo-yo financing, and forged signature and falsified information on (my) credit application. I signed (a) contract with gap and warranty and when I called (the) finance company, they said there is no gap and the amount of loan was thousands more than what I signed for.
This is what the finance company has me owing with no gap and [the] payments went from 72 to 84 [months]:
We took the truck off the lot same day and the next day they called and said the bank that was financing my Tahoe didn't go through. They also didn't give me what they said they were going to for two (2) trade-ins, a Tahoe and a Lincoln LS.
We tried to walk away from it and Jay in finance said he had a signed contract, which is not accurate because the bank would not approve the contract I signed, then he said that they did not have to give me my down payment and vehicles back.
And to top it off they lied about how the truck was equipped. I found the sticker price in the owner's manual in the glovebox and the truck brand new in 2016 with zero miles was less than what they charged me (with) over 17,100 miles and a year later. It's a Toyota.
This is the Toyota sticker price that they forgot to remove from the glove box:
They (raised the) interest rate and had to pay more down. I am going to report them. I also want them to be investigated by the Feds. I haven't done anything yet. I was looking for a lawyer, but I am definitely going to contact the the attorney general and FTC."
- Kaley V. (Portland, OR - May 20, 2017)
"I had a similar experience to you at Damerow Ford on 4-18-17, pretty much the same time as you did.
Thank you for the extensive and documented review. Feel free to contact me if for any support in going after these Damerow bastards.
Regards"
- Jeff B. (Portland, Oregon - May 5, 2017)Having had such an overwhelming response from other Damerow Ford victims in such a short period, I am afraid, make that certain, that this is just the tip of the iceberg. If you have been a victim of Damerow Ford or would like to comment on the story, please feel free to contact me.
CombatCritic Gives Damerow Ford 0 Bombs Out Of 10 ... The Lowest Of The Low ... But The TOP SPOT On My "Wall Of Shame" ... Shame on you Ali ... shame you Damerow Ford ... Shame on you Ford Motor Company!
0 Bombs Equates To "Lower Than FUBAR" ... Look That Up In Your Funk And Wagnalls Or Simply Visit My Blog. Just Google "CombatCritic"!
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Read Chris S.'s review of Damerow Ford on Yelp
Title: Portland, Oregon: Ford Retaliates Against Disabled Veteran After Complaints Of Lying And Unprofessional Behavior By Dealer's Staff
Key Words: customer, Damerow, Damerow Ford, disabled, Ford, incentive, liar, lies, lying, Nissan, Oregon, Portland, review, satisfaction, survey, unethical, unprofessional, Vancouver, veteran, Yelp
Translation for Civilians: FUBAR = "Fucked Up Beyond All Repair"
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Read Chris S.'s review of Damerow Ford on Yelp
Title: Portland, Oregon: Ford Retaliates Against Disabled Veteran After Complaints Of Lying And Unprofessional Behavior By Dealer's Staff
Key Words: customer, Damerow, Damerow Ford, disabled, Ford, incentive, liar, lies, lying, Nissan, Oregon, Portland, review, satisfaction, survey, unethical, unprofessional, Vancouver, veteran, Yelp
Translation for Civilians: FUBAR = "Fucked Up Beyond All Repair"
Copyright 2017 – Christopher T. Sorrentino (aka CombatCritic) and 3rd Wave Media Group, LLC – All Rights Reserved
