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Report: #68772

Complaint Review: Bill Woods Ford - Easycare - Kansas City Missouri

  • Submitted:
  • Updated:
  • Reported By: Sacramento California
  • Bill Woods Ford - Easycare 5025 N.E. Antioch Rd. Kansas City, Missouri U.S.A.

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In March 2002 My wife and I bought a used 2000 Ford Explorer Limited. The 36000 mile warranty was almost expired so we asked about a extended warranty. We were told that Ford had aquired a new Extended Warranty Company called EasyCare. So we bought a 3 year, 36000 mile extension. It cost us $1800.00. A month later we were having problems with the airconditioning and a trouble light came on telling us that the transmisson had a problem. We called and made an appointment to have the repairs made.

We took the Explorer in for the repairs at the appointment time and when they looked at the transmission problem, they told us that Easycare had approved the A/C repair but had denied the transmisson problem do to some sort of rider in the policy, of which we never received a copy of.

We had to contact the General Manage of Bill Woods Ford and he had to call to get it approved. This took a week and a half to complete.

Now we are in California taking care of my 90 year old mother and I started hearing a squeal in the left front and I thought it was a wheel bearing going out so I called Elk Grove Ford to have it checked out. I also had a rear wiper that wasn't working. I was told, to inspect and diagnose the problem it would cost me $93.00 for each. I okayed that charges.

Upon completetion, they found nothing wrong with the wiper but did find that the front left caliper guides had worn unevenly which allowed water to get inside and freeze the slides as well as the piston.

I figured this was all covered by the EasyCare warranty. When the Service Writer called for authorization for the repair, he was denied because there was rust involved.

The rust would not have been there had it not been for the uneven wear in the first place.

I called Ford Motor Company's Customer Service Center and was promptly told that they know nothing about EasyCare. When I read to them the fact that Ford had aquired APCO/EasyCare on July 20, 1999 they denied it.

Now I am stuck paying $481.00 for the caliper repair.

I feel the warranty that Bill Woods Ford sold me was fraudulant as they could have sold me a real Ford Extended care warranty for another $150.00. Money was not an object as we paid cash for the vehicle. A Ford warranty was never offered and we were told that Bill Woods Ford was suppose to push EasyCare as it was Ford's new company and they were to generate business.

The 2 times that I have tried to use this bogus EasyCare warranty it has been a fight. I think it's time something was done to both Bill Woods Ford and APCO/EasyCare.

Greg
Sacramento, California
U.S.A.

This report was posted on Ripoff Report on 10/10/2003 03:07 PM and is a permanent record located here: https://www.ripoffreport.com/reports/bill-woods-ford-easycare/kansas-city-missouri-64119/bill-woods-ford-ripoff-sold-a-fraudulent-extended-warranty-by-a-company-called-easycare-b-68772. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
0Author
6Consumer
2Employee/Owner

#8 General Comment

Please Delete

AUTHOR: Anonymous - (USA)

POSTED: Sunday, January 01, 2017

In respect of my late husband Jeff Allen could you please delete his name in this complaint towards Bill Woods Ford which has been closed for years now. Thank You!

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#7 Consumer Suggestion

why not just give Greg his money back Larry?

AUTHOR: The Great Thorn - Rip-off Report Consumer Advocate - (U.S.A.)

POSTED: Saturday, October 18, 2003
Larry you said in your posting

"As soon as I get them I will pull the notes on both of your claims and determine what took place from our adjuster's point of view and send you a personal response to open a dialogue between us with the objective of getting you satisfied. "

That being said, let's have an open a dialogue posted right here@ ripoffreport.com so others can find out what to do when they have some of the same troubles that Greg is having.

You have a problem with that Larry? I think it would be a good way for you to show how you work with consumers that are having troubles. If you are out to help your customers, lets get EVERYTHING out in the open for ALL to see.

Or why not just give Greg his money back Larry? Or is it we don't want to up set the dealer?

So many car dealers want to have ways to LOCK consumers into something with no loop holes or options of getting out of anything.

If a company has a good product or service they do NOT have to lock their customers intoany kind of contract. Good products and services will keep the customers around. Yes, I know, contracts keep the profit around for a longer period of time!

You say you are the CEO and Chairman of APCO. OK that should mean that you Larry have the power to give Greg all and I mean all of his money back if he wants it, am I correct?

I hope this issue will not get drug all out and make a big project out of this. I am sure you and we here @ ripoffreport.com do not want Greg to have a false since of being satisfied.

Larry we also need to not forget that many car dealers like to double dip the consumers. You know, make the buyer "think" that a repair is not covered by the warranty company and get consumer to pay.

Then the dealer will get the warranty company or auto maker to pay for the same repair. The dealer will then have two payments for one repair. Consumer and the warranty company or auto maker.

Can I assume that if the above happened to Greg he will find out about it from you? Are you willing to tell Greg if he has been double dipped? I hope so.

To all who read this. If you are having troubles with Easycare contact them direct at
FORD MOTOR COMPANY
1303 Fairlane Circle
ALLEN PARK, MI 48101

Contact: Mark Munson at his email address
mmunson@EASYCARE.COM
APCO
6010 Atlantic Blvd
Norcross, GA 30071
(678) 225-1000

If you think a Ford dealer has double dipped you on warranty repairs, contact Ford.
Ford Motor Company
1303 Fairlane Circle
Allen Park, MI 48101
Phone313-390-3476
fax: 313-390-1697

Larry can I assume that the below people @ Ford do not have a problem with me posting their names, number's and email? We @ www.ripoffreport.com are Only trying to help consumers with their troubles.

Kristine Testori
ktestori@ford.com
Brand(s): Ford Motor Company
Department: Process Leadership
1-313-594-3542

David Reuter
dreuter@ford.com
Brand(s): Ford Motor Company
Department: Global Operations
1-313-594-4410

Paige Johnson
pjohns29@ford.com
Brand(s): Ford Motor Company
Department: Customer Satisfaction & Technologies
1-313-248-6820
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#6 UPDATE Employee

I am the CEO of EasyCare, ..APCO is committed to delivering on the promises made by our service contracts

AUTHOR: Larry - (U.S.A.)

POSTED: Saturday, October 18, 2003
Greg,

I have just received this string of information so please forgive me for not having been involved earlier.

First, let me assure you that we want to make sure you are satisfied with your purchase of an EasyCare Vehicle Service Contract. For me to help you I need your full name and your EasyCare service contract number. I have your e mail address and will send you a separate e mail requesting these so that you will not have to post them on the web. As soon as I get them I will pull the notes on both of your claims and determine what took place from our adjuster's point of view and send you a personal response to open a dialogue between us with the objective of getting you satisfied.

Unfortunately I am out of the country all week next week, so connecting by phone would be difficult, but I will be on E Mail every day and will have the notes on the claim and be able to start discussing it with you intelligently very shortly after recieving the info I have requested above from you.

In my e mail to you I will include my personal information including my address, e mail address and cell phone number. I will hopefully be able to handle your issues by e mail, but if not and you are willing to send me your phone number I will call you from out of the country if necessary.

SOME FACTS:

EasyCare is a brand of Vehicle Service Contract offered by Automobile Protection Corporation - APCO, a wholly owned subsidiary of Ford Motor Company.

I am the CEO and Chairman of APCO.

APCO is committed to delivering on the promises made by our service contracts. We have an outstanding reputation for claims service and payment and have paid over $100,000,000 in claims since we started the company in 1984.

A service contract does have specific coverage and some exclusions. Until I see what coverage you purchased I will not know the exact details, but I assure you that if the breakdowns you have incurred are covered under the contract you purchased I will personally see that the clais are paid.

Our adjusters work hard and strive to satisfy all of our customers. Unfortunately, some circumstances are simply not covered and in those circumstances it is difficult to totally satisfy a customer who might not have read the contract and might expect that everything is covered.

It is our intention to fairly adjudicate each and every claim and look for an opportunity to cover the failure under the contract.

All of our contracts are fully insured and there is no advantage to APCO/EasyCare to deny a claim... we don't get to keep the money... we want to pay each and every claim we can so that we keep you and other customers satisfied.

We do have a responsibility to the insurer to pay only those claims covered by the contract.

Thank you for taking the time to read this. I am now signing off and will be sending you a personal e mail immediately following this. I look forward to working with you to come to a solution on this matter

The EasyCare contract is very similar to the ESP contract offered by Ford Customer Service Division. APCO is part of Ford Customer Service Division and expected to perform at the same levels of service as ESP. There are very few items covered by ESP not covered by EasyCare and vice versa. Bill Woods Ford offering you an EasyCare contract is offering you a contract provided by Ford Motor Company.

I know that Mike at Bill Woods Ford is as upset with your lack of response as you are. I am sure he will be working with his people to assure that they return phone calls and e mails more efficiently. I will be working personally with Mike on getting to the bottom of your claims and trying to get you satisfied.
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#5 Author of original report

Email address and Phone Calls

AUTHOR: Greg - (U.S.A.)

POSTED: Monday, October 13, 2003
I have sent email to the only email address that is made public, info@billwoodsford.com asking them to forward my email to Jeff Allen as well as to you. I have called your General Manager no less than 5 times. I have been told that he was out on the lot moving cars, that he went out of town Thursday and Friday, that he had exchanged days off with someone else. I left my name and phone number on all occasions. Nothing was ever said about a VIN and I never got called back. Maybe someone should check with the operator that answers the phone there at your dealership and also the email that comes in.

I called again this morning and asked for you by name and after I gave my name, I was told that you were in a meeting. I can understand that, then I was directed to someone named Danny, he is suppose to be looking into the matter for me. I would appreciate very much if you would email me direct at gaw_n_ca@hotmail.com so we can set a time for a phone conversation.

I am giving Bill Woods Ford and Ford Motor Co. every opportunity correct this issue in the shortest period of time. I do not like being told that a warranty is 100% backed by Ford Motor Co. and then told they know nothing about this EasyCare company.
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#4 REBUTTAL Owner of company

I assure you we are trying to help

AUTHOR: Mike Neuman - (U.S.A.)

POSTED: Monday, October 13, 2003
Greg
I provided my e-mail and phone number in my response,so I'm not sure why it was not shown to you. I will include it in the text of this message as well.

Again, I realize you're a long distance from us, which is why I mentioned that every Ford dealership around the country MUST honor the contract. If you call or e-mail me directly I will put you in touch with our Ford rep and the Easy-care rep. Although it is clear you do not trust the dealership, Ford Motor, or
Easy-care, I assure you we are trying to help you. My General Manager has not received your messages. Without your full name or vehicle number,we can't reach you. Ford would be glad to find someone in your area to handle your
service issues.

As a courtesey, I would never give out private phone numbers other than my own on the internet.

(816)454-4200
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#3 Consumer Suggestion

Auto Dealers will create or fabricate anything that they think will keep them ahead of their competition.

AUTHOR: The Great Thorn - Rip-off Report Consumer Advocate - (U.S.A.)

POSTED: Sunday, October 12, 2003
Greg I trust you will read what I am going to post and think about what I say. Auto dealers and auto manufactures both are always looking for something new to bring more auto buyers to what they have to sell.

Auto Dealers will create or fabricate anything that they think will keep them ahead of their competition.

Want proof? Look in your local newspaper any weekend and you will see fabricated promises in most all of the auto advertisements.

Mike from Bill Woods Ford says "we truly put customer satisfaction as our first priority" If this is really true, Mike why did you not post the following contact info for all to read?

Mike don't you think they could use this info? Maybe you know that the following people do not want to hear from car buyers that have troubles.

Brenda Hines
bhines1@ford.com
Brand(s): Ford Motor Company
Department: Manufacturing
1-313-322-1185

Tom Hoyt
thoyt@ford.com
Brand(s): Ford Motor Company
Department: Centennial Operations
1-313-323-8143

Ron Iori
riori@ford.com
Brand(s): Ford Motor Company
Department: Global Operations
1-313-337-2456

Daniel Jarvis
djarvis1@ford.com
Brand(s): Ford Motor Company
Department: Ford Financial
1-313-594-2527

Paige Johnson
pjohns29@ford.com
Brand(s): Ford Motor Company
Department: Customer Satisfaction & Technologies
1-313-248-6820

Kristen Kinley
kkinley@ford.com
Brand(s): Ford Motor Company
Department: Environment & Safety Communications
1-313-845-2709

Joe Koenig
jkoenig@ford.com
Brand(s): Ford Motor Company
Department: Powertrain
1-313-845-9148

Susan Krusel
skrusel@ford.com
Brand(s): Ford
Department: Ford Division
1-313-594-4175

Meera Kumar
mkumar10@ford.com
Brand(s): Ford
Department: New York Regional Office
1-212-265-2793

Ed Lewis
elewis5@ford.com
Brand(s): Ford Motor Company
Department: Manufacturing
1-313-323-7809

Sonia Mishra
smishra1@ford.com
Brand(s): Ford Motor Company, Lincoln
Department: Global Product Development & Technologies
1-313-621-6089

Octavio Navarro
onavarr1@ford.com
Brand(s): Ford Motor Company, Ford, Lincoln, Mercury
Department: Los Angeles Regional Office
1-949-629-2033

Todd Nissen
tnissen@ford.com
Brand(s): Ford Motor Company
Department: Manufacturing
1-313-337-2786

Bob Roach
rroach1@ford.com
Brand(s): Ford Motor Company, Ford, Lincoln, Mercury
Department: Product Development and Global Design
1-313-390-9553

Harold Allen
hallen1@ford.com
Brand(s): Ford
Department: Dallas Regional Office
1-214-528-7120

Sandra Badgett
sbadgett@ford.com
Brand(s): Ford, Lincoln, Mercury
Department: Los Angeles Regional Office
1-949-629-2036

Angela Coletti
acoletti@ford.com
Brand(s): Ford Motor Company
Department: Global News Bureau
1-313-390-1759

John Delle Monache
jdellemo@ford.com
Brand(s): Ford Motor Company
Department: Broadcast News
1-313-594-0520

Anne Marie Gattari
agattari@ford.com
Brand(s): Ford Motor Company
Department: Global News Bureau
1-313-322-9211

Ron Iori
riori@ford.com
Brand(s): Ford Motor Company
Department: Global Operations
1-313-337-2456

Susan Krusel
skrusel@ford.com
Brand(s): Ford
Department: Ford Division
1-313-594-4175

Rich Mayk
rmayk@ford.com
Brand(s): Ford Motor Company
Department: Broadcast News
1-313-845-0627

John Ochs
jochs@ford.com
Brand(s): Ford Motor Company
Department: New Media Team
1-313-337-3669

Glenn Ray
gray2@ford.com
Brand(s): Ford Motor Company
Department: Broadcast News
1-313-248-2335

David Reuter
dreuter@ford.com
Brand(s): Ford Motor Company
Department: Global Operations
1-313-594-4410

Kristine Testori
ktestori@ford.com
Brand(s): Ford Motor Company
Department: Process Leadership
1-313-594-3542

Beverly Thacker
bthacke2@ford.com
Brand(s): Ford Motor Company, Aston Martin, Ford, Jaguar, Land Rover, Lincoln, Mazda, Mercury, Volvo
Department: Broadcast News
1-313-317-7639

Donna Thomas
dthoma27@ford.com
Brand(s): Ford Motor Company
Department: Media Fleet
1-313-845-4613

James Thomas
jthoma98@jaguar.com
Brand(s): Ford Motor Company, Aston Martin, Ford, Jaguar
Department: Jaguar
1-949-341-6140

Christian Vinyard
cvinyard@ford.com
Brand(s): Ford Motor Company
Department: Global Affiliates & Associations
1-313-594-7899

Rich Voytowich Jr.
rvoytowi@ford.com
Brand(s): Ford
Department: Detroit/Chicago Regional Office
1-313-390-5068

Kristie Winters
kwinter3@ford.com
Brand(s): Ford Motor Company
Department: Media Fleet
1-313-317-4453

Greg the above people all know about www.ripoffreport.com

Greg could you do me a big favor and email this complete Rip Off Report to the following people that write about news in the automotive industry. I feel that they should read your Rip Off Report.

Victor Galvan Web Editor vgalvan@crain.com
Charles Child News Editor cchild@crain.com
Chaz Osburn National Editor cosburn@crain.com
Jack Teahen Senior Editor jteahen@crain.com
Rick Kranz Product Editor rkranz@crain.com
Dale Jewett Industry Editor djewett@crain.com
Mary Connelly Ford Reporter mconnelly@crain.com
Karen O'Rourke Copy Editor korourke@crain.com

Every secret about the auto industry that I get will be revealed right here @ www.ripoffreport.com

Note to all insiders of the auto industry: If you have some inside info that you would like to be released for all to read but you do not want to be exposed, Please send it all to editor@ripoffreport.com

The Editor will foward it all to me. I do not need your name, JUST THE Rip-off you want reveald. Just type in the subject box "Rip-off info about the auto industry" Your identy will NEVER be released.
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#2 Author of original report

I wonder what the Blue Oval award really is?

AUTHOR: Greg - (U.S.A.)

POSTED: Saturday, October 11, 2003
If the Rebuttal is for real, then WHY wasn't more information given as to WHO Mike is, a phone number and email address. I'm in California, it's a week-end and how will I get my SUV repaired if I don't know who to contact? Some support! How about it? E-Mail is a lot cheaper than calling and being told that the person is on the phone and will call back or he's out of the office today. I won't play anymore Telephone-Tag. I've called to talk to the General Manager 4 times, who's going to pay for that bill? And NO he DID NOT return my calls.

I wonder what the Blue Oval award really is?
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#1 REBUTTAL Owner of company

Easy-Care is owned and fully supported by Ford Motor Co. along with ESP

AUTHOR: Mike - (U.S.A.)

POSTED: Saturday, October 11, 2003
First, Easy-Care is owned and fully supported by
Ford Motor Co. along with ESP. These are the only
two extended service contracts offered by Ford. We
choose to sell Easy-Care based on wider coverage
of vehicle lines( covers pre-owned much better)and
a loaner car is provided along with other advantages.

It is unfortunate that someone from the call center gave you bad info.,but keep in mind those phones are covered by outside personnel with limited experience.

I will be glad to put you in touch with high ranking Ford managers to further explain the details.

All Ford dealers are required Ford Motor to accept
and honor Easy-Care contracts. Many other companies provide service contracts to dealers that Ford dealers are not forced to honor. We sell Easy-Care because it has the best chance to satisfy our customers. No policy is perfect, but Easy-Care is the best one out there that we have seen. Also, it's important to note that it is not the most profitable to dealers, which is why many dealers choose from the other brands not backed by Ford Motor Co.

Bill Woods Ford is not perfect, but we are Blue Oval Certified and have won the highest customer satisfaction award from Ford for the past three years. We are in the top 10% of all dealers in the nation. I only mention this to illustrate that we truely put customer satisfaction as our first priority.

Please contact me and I will provide you with the
proper contact at Ford. They would be glad to clear up any misunderstandings regarding Easy-Care and your service concerns.
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