On 3/27/14 I brought my 2004 Mustang GT to the service department at Ourisman Ford of Alexandria to get my brakes checked. I did not work with the service advisor I usually do (Patrick Costello), but with June. [continued below]....
..... He advised me that I needed the front left brake caliper replaced immediately because it was broken. I agreed to the work & paid $723.66.
On 6/1/14 I was driving on the highway & my brakes completely failed. Fortunately I was able to safely pull the car over & get it towed to Ourisman Ford. I inspected my car to find that the front left brake caliper had fallen off (I have pictures) & there was brake fluid all over the front left tire. I had my car towed to Ourisman Ford dropped my key in the drop-off box with a note asking to be contacted by Patrick Costello, as I have had unsatisfactory experiences with other service advisors (I brought my car in for routine maintenance in 2013 only to bring it back 3 days later because the spark plugs needed to be replaced. They only replaced one when I needed all of them done). Because June handled the initial work, my account was given back to him.
On 6/2/14 no one called me to apologize or to even acknowledge that my car had been received. Apparently my note had not been given to Patrick, & I called twice before I spoke to anyone regarding my car. I was told that the caliper was being replaced & my car would be ready the next day. I also requested that the battery/starter be checked because the car would not start after the brakes failed.
On 6/3/14 June called me to update me on the car & to tell me I would be charged for a new battery. I picked my car up that evening & luckily spoke with Patrick who always takes care of me. I expressed my disappointment in the basic work that was done on my car. I have been coming to Ourisman Ford for several years & I spend thousands of dollars maintaining my car each year.
Weeks later I came to find out that my car was not fully repaired. My steering has not been the same since the caliper fell off. It has been grinding as I turn the wheel to park or turn. On 7/3/14 I left a message with Patrick regarding this issue.
Days later on 7/17/14 I was driving to work & my brakes felt loose. After driving for a while the brake light in the dashboard came on any time I pressed the brakes. I managed to get to work & park. I inspected my car to find that the brake fluid was leaking & there was splatter all around the front left tire. It was clear that something was wrong again. I called & spoke with June who transferred me to Rusty, the service manager. I explained the situation along with my disappointment & frustration with Ourisman Ford. He let me know they would take care of my car. I ended up getting the car towed into the dealership around 3pm. No one called me to even acknowledge that my car was received or had been looked at.
On the morning of 7/18/14 I still had not received any calls from Ford. I called Rusty at 10:30am. He stated that my car had not even been looked at (even though the shop opens at 7am). He told me that June would be handling my car again. At noon I called June who said he thought Rusty was handling my car. I told him I was told the opposite. He also did not know what was going on & told me the mechanic was still trying to find the problem. I told him I need my car back today as I am going out of town for my birthday. His response was do you have another car to drive? About 30 minutes later June called me back to say that the after-market caliper they placed on the car was leaking & had to be replaced. He told me my car would not be ready until Monday & offered me a rental car. I told him that I wanted my car back because while I was out of town I was going to have someone else look at my car as I did not trust the work they have been doing. I told him about the steering grinding & how I've had them replace my sway bar link far too frequently & I did not believe the work on my car was being done fully. I again expressed my frustration with the situation including the lack of urgency & quality of work I was receiving. I told him that I needed to know how they were going to rectify this situation because "fixing" it is not working. I then called Rusty back to let him know I wanted my car before Monday. Again he told me he was unaware of what was going on as he had not been dealing directly with the repairs. I assumed that speaking to a manager meant that he would assure that the situation was being handled.
On 7/21/14, my birthday, I went to go pick up my car. I spoke with Rusty who cared less whether or not I was pleased with the service I received. He stated that he could not guarantee that the caliper would not break again & blamed the failure on the part & not the labor. If that were the case then why did the caliper fall off on 6/1/14 & why was I told someone was fired for putting it on wrong? I told him that he didn't seem to care if I continued being a customer at Ourisman Ford after I had been taking my car there well over 4 years & he offered no response. I would assume that someone in a management position would do whatever they needed to do to rectify the situation; that is why it is called customer service. He didn't offer me anything to appease the situation, not even an oil change. I told Rusty that I will be taking my car to another shop to have the true damages assessed as clearly they were doing something wrong & that if I had to get any repairs related to the caliper they would be responsible to pay. He agreed, but I do not believe it will be that easy once the damages are assessed. I told him that it is not acceptable for my brakes to fail multiple times or for me to risk my life every time I drive my car due to their negligence.
I am extremely upset that this is the third caliper that has been put on my car. I did not damage my brakes & I do not understand why I am doing so much to motivate them to make quality repairs to my car. This entire situation has been utterly unacceptable & it is ridiculous that they cannot repair my brakes appropriately. This is the second time my brakes failed because of the lack of effort put into fixing my car & the second time I my life & the lives of others have been put in danger while driving. Service like this is unacceptable. The lack of customer service I received is also unacceptable. I do not appreciate the way this situation was handled so nonchalantly, as if it were normal for a caliper to fall off & as if it were ok that the brakes failed while I was driving. I could have been injured or injured someone else. I would like that this matter be taken seriously by someone other than myself.