• Report: #1169924

Complaint Review: Ford

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  • Submitted: Thu, August 14, 2014
  • Updated: Thu, August 14, 2014

  • Reported By: Anonymous — New Jersey
Ford
P.O. Box 685 Dearborn, Michigan USA

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

*Author of original report: Response to consumer comment

*Consumer Comment: Warranty at 82K miles?

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 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.


This report was posted on Ripoff Report on 08/14/2014 10:11 PM and is a permanent record located here: http://www.ripoffreport.com/r/Ford-/Dearborn-Michigan-48126/Ford-Motor-Company-Ford-Does-Not-Honor-Warranty-Provides-Dreadful-Customer-Service-Dearbo-1169924. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Response to consumer comment

AUTHOR: Anonymous - ()

 In response to the consumer comment. First you assumed many things. I never specified the type of warranty. It is an extended warranty that I purchased from Ford. So it would be inappropriate for me to be "grateful" that they are honoring the warranty I purchased from them. What I did was provide the broad strokes of an entailed situation and am happy to provide further detail to anyone wishing to ethically rectify it. I hope if someone from Ford responds they are astute enough to know the distinction between a loaner car vs. a "loner" car. My car has never indicated to me that it does not enjoy the company of other cars. Furthermore, I was not claiming the lack of readily providing a loner car was a ripoff but providing supporting details related to my overall experience. As far as my experience related to gender it has been acknowledged by more than one person involved that this was a factor related to specific interactions I experienced throught the process of attempting to have my concerns ethically rectified. What you failed to take into account is that situations can occur simultaneously and one experience does not necessarily negate another.

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#2 Consumer Comment

Warranty at 82K miles?

AUTHOR: Robert - ()

 There is something missing in this report.  As far as I am aware the Mfg Warranty from Ford is for 5 years/60,000 miles.  Which means that once you hit either 5 Years OR 60,000 the warranty is over.  So at 82,000 miles you are a good 20K miles out of warranty, even if it is not 5 years old. 

So if they are fixing ANYTHING as a "warranty" situation you should be very grateful.

In addition, a "loner" car is also not something usually a part of a Mfg Warranty, and while some dealers will do it as a service to their customers.  It is not required, nor a ripoff if they don't.

If you purchased some sort of Extended Warranty, are you sure it is through Ford.  That is you weren't just sold it by Ford, but it is run by Ford as many Extended Warranties are 3rd party companies.  If it is a 3rd Party Warranty you should be able to take it to any Mechanic and have them fix it.  If they say it is in fact the transmission and the warranty company fails to approve it you would have a very good claim against the warranty company.

I also notice how you state that everyone(including a woman) is extreamly rude.  Yet at the same time are trying to claim some sort of discrimination because you are a woman.

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