Ford Motor Company Ford Does Not Honor Warranty Provides Dreadful Customer Service Dearborn Michigan

 To Whom It May Concern:

On 7/25/14 my Ford Focus with approximately 82,000 miles broke down. I had a three hour ordeal with the road service provided by Ford Cares, which included one tow druck driver being abusive and yelling at me, and another who had my car on the tow bed then dumped it. Ford Cares acknowledged their failure on this day which was appreciated. I thought after that moving forward my concerns would be handled with professionalism. This has not been the case. I had my vehicle towed to the dealer where it was purchased(George Wall Lincoln Mercury). I have discussed several concerns with the service manager related to the handling of my case, including the behavior of the internet sales manager, who identified himself as Jeff. Jeff was unprofessional, rude, and lacked the communication or social skills to properly interact with me as a customer. Throughout this process it has been obvious that there has been a tremendous amount of discrimination based on my gender. I do not believe Jeff would have ever spoken to a man the way he spoke to me that day. Initially my car was serviced at George Wall and I was told there was an issue with the transmission(the transmission module) which was rectified. I was horrified when my car was returned and it was clear the issue was not resolved based on the sounds the vehicle was making and the way it felt while being driven. It was an ordeal to get a loaner car and the communication overall was dreadful.

After speaking with the service manager I was under the impression moving forward my car would be serviced properly and my concerns taken seriously. It was found that there was an additional issue with the transmission. The dealer reported they were unable to honor my warranty because Ford would not allow them too and fixed another part when the appropriate thing to do is replace the transmission. My car is fully covered under the warranty and the transmission should be replaced. Instead Ford is putting bandaids on my vehicle. Warranties, roadside assistance, and other services that are paid for up front or used as incentives when buying a car are bought so when situations like this one present they are properly addressed. Despite the fact that I have followed appropriate protocol in having my vehicle serviced it remains to be properly fixed. When someone pays for a warranty and it is not appropriately honored that is a form of theft and Ford should be ashamed. I then opened a case with Ford customer service as directed by the dealer which led to two days of the dealer blaming Ford and vice versa. The situation culminated in an extremely rude, inexperienced customer service representative, Samantha, refusing to take my concerns seriously and coaching me on how to fill out the survey. My situation remains unresolved.