Five Star Ford, North Richland Hills Vehicle Repair North Richland Hills Texas

Terry Moak

(((REDACTED)))

Watauga, Texas (((REDACTED)))

December 4, 2015

Ford Motor Company

Five Star Ford

6618 NE Loop 820

North Richland Hills, Texas 76180

Mr.  Robert Morgan, Service Director

On November 4, 2015, I delivered my 2005 Ford GT Mustang to Five Star Ford in North Richland Hills, Texas, to the Service Department to have my vehicle accessed for repair.  I had recently purchased the vehicle and noticed the vehicle had a vibration when traveling over forty five (45) miles per hour.  The following day Ezra McDaniel contacted me and informed me that he was a Service Advisor and would be handling my repairs and would contact me once the mechanics were able to ascertain what was causing my vehicle to vibrate.   Other than the vibration, I experienced no other problems with the vehicle.

After about one week, Ezra contacted me and said that the mechanic said the rear end (differential) needed to be rebuilt and asked me to come to the Dealership.  I was escorted to my vehicle and noticed the differential gears had all been removed. I asked if the differential was what was causing the vibration.  I was told that they believed it was but were not completely sure.  I was told the cost was about $ 2,000 dollars to have the differential rebuilt.   I asked about the driveshaft being bad and I was told nothing looked bad on it as far as they could tell, and was again informed the differential was what they believed to be causing the vibration. 

After about two weeks, Ezra contacted me and asked me to come to the dealership so that I could test drive my vehicle after they rebuilt the differential, which I did.  Ezra was with me. As soon as I reached about 40 to 45 miles per hour, the vehicle began to vibrate just as it had done prior to me taking it in for repair.  I informed Ezra that it was obvious the differential was NOT what was causing the vehicle to vibrate.  Ezra said they would re-evaluate the vehicle to see if they could ascertain the problem causing the vibration.  I again told Ezra that I believed it might be the driveshaft.   On November 23, 2015, I sent Ezra an e-mail stating my concern (attached).  He never responded to my e-mail addressing my concern. 

During the following week, Ezra contacted me and said he was attempting locate a driveshaft so they could swap it out to see if it was the driveshaft causing the vibration.  On or about December 1^st, Ezra contacted me and said he was still unable to locate a driveshaft but said they could send the driveshaft out to have it re-balanced and that it would cost about $200.00 dollars.  He also said that would tell them if the driveshaft was good or bad.  I asked him why they did not do this in the first place, especially since it was not near as costly and would reveal it was damaged possibly causing the vibration.   Ezra then said, “Well, your differential was bad anyway.”    

On December 2, 2015, Ezra contacted me and informed me that the driveshaft was slightly warped and that it was non-repairable, and that a replacement was needed.  He further added that the mechanics said that the driveshaft was indeed what was causing the vibration and that a replacement driveshaft was about a thousand dollars.   At this point my vehicle has been at the dealership for a month and I am paying $3,000 thousand dollars.  

My complaint is that the driveshaft should have been one of the first things that the mechanics ruled out as damaged.  It was what caused the vibration and was why I brought the vehicle in for repair.   My other complaint, although not as concerning, is the amount of time my vehicle has been in repair.  While I understand repairs take time, over a month seems excessive.   

I am asking and respectfully requesting that some resolution be made as to the amount I owe, specifically in regards to the amount of the differential being rebuilt.   I have no problem paying for the driveshaft because that was what caused the vibration and was why I brought the vehicle in for repair.   Had the mechanics checked the driveshaft first they would have known right away that it was warped.  Additionally, the driveshaft is a much cheaper repair than a complete rebuild on a differential and it would have allowed me the option of having the driveshaft replaced first and then I could have gone from there.   As a police officer, I have driven Fords for years and also own a Ford F150.  I am not asking for a free handout but am asking that the right thing be done.  I am asking for your help. 

Respectfully,

Terry Moak