Purchased a brand new Ford Fusion at the end of April 2008. Love the car. Then was in an accident 3 weeks later (May 15th) when a driver turned directly in front of us. The car has only 1748 miles on it. Contacted the insurance company and followed the typical process.
Had the car taken to a Ford Dealer Body Shop since the car is brand new. The shop told me it would take approx 8-10 days to repair. No Problem had a rental car. Body shop informed me about 2 weeks later that they were in need of the Wiring Harness and Ford was having a production issue with that piece. No problem still had a rental car.
After 30 days my insurance company no longer covered a rental car. So I contacted the other drivers insurance company and after a long argument they agreed to start covering the rental car.
So each week I have contacted the Body Shop and was getting told the same thing. I must say that the Body Shop has been great. They have been giving me weekly updates. In July (yes, July) I was told that the piece was now in the Ford Warehouse HOWEVER they do not have a date when this piece was going to be released. Fine still had a rental car.
So, on Friday, August 1st at 3:45pm I received the call from All-state Insurance stating that as of August 4th they were no longer going to cover my rental car. WHAT! The representative from All-state stated that since the hold is Ford that they would no longer cover the rental car and that I should call Ford.
So I turned around and contacted Ford Customer Care. What a joke! I spoke to Sally and she took all my information/concerns and then called me back to tell me that she has turned this to an executive customer care and should be contacted within 48 business hours (Tuesday by 5pm). So I will be without a vehicle for basically 1 day. I drive for a living!
On Monday morning I received a call from Jennifer who would be handling my complaint. She was very rude, cold and heartless. She informed me that Ford would NOT cover a rental car nor give me a loaner since the car is only in need of this part due to the accident. I told her that my car has been at the Body Shop since May 16th and all the body work is done, check has been issued from the insurance company, etc and the hold up is not the insurance company BUT Ford. She stated that it does not matter. I told her I wanted to speak to someone else in regards to this. She said she is the one handling this and that is who I need to speak to. I told her BS everyone has a boss and I demanded I speak to someone else. She told me fine it would be another 48 business hours.
So on Tuesday, I receive a call from Jennifer's boss who did not even identify himself but to say he is the regional manager. He stated everything that Jennifer stated - in the cold manner in which she stated it as well. He told me rules are rules. I told him that this was an unforseen circumstance and that things can be re-evaluted for them as I also work for a large company and know that we do what is right for the customer. He told me that he would not and that Jennifer would be calling me back with a date that my part would be sent to the Body Shop.
So here it is 4 business days later with no word! I have been without my beand new vehicle for 12 WEEKS! Now I am without a vehicle for 7 full days. This is causing stress to me and my family and my job.
The insurance company is pointing the finger at Ford and Ford is pointing the finger at the insurance company while in the meantime me the customer is being punished for NOTHING that was my fault.
North Brunswick, New Jersey