Report: #42182

Complaint Review: Ford Motor Company / Keith Hawthorne Ford - Belmont North Carolina

  • Submitted:
  • Updated:
  • Reported By: charlotte North Carolina
  • Ford Motor Company / Keith Hawthorne Ford 617 Belmont-Mt Holly Rd Belmont, North Carolina U.S.A.

Ford Motor Company, Keith Hawthorne Ford Rip-off Experts Number 1 in Customer Dissatisfaction Lazy Unknowledgable Service Technicians Took my money & did not do the work they claimed they did Belmont North Carolina

*Consumer Comment: Happy Customer Indeed, I was shocked!

*Author of original report: Keith Hawthorne resolved the problems I had previously...

*REBUTTAL Individual responds: we did not rip off this lady

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In July of 2000, I purchased a 99 Ford Mustang from Keith Hawthorne Ford and I also bought an extended warranty to cover any defects up to 75,000 miles. I have had problems with this dealership in the past trying to take money from me on warrantied items but was able to call Ford and they helped me remedy the situation. I was happy with Ford until now.

Last Friday on my way home from work, a grinding noise started coming from my rear passenger side tire. Thinking it could have been caused due to worn brake pads, my fiance's brother, who is a mechanic, offered to change them for me on Sunday. When he took the tire off, he noticed that the brake pads were barely worn and realized that I must have a frozen caliper, due to the fact that the brake pads were not worn much and the type of noise that the tire was making.

I take the car home and wait until Monday morning so I could bring it to the dealership. My fiance's brother said that if he did anything to them himself that it would void my warranty, that I had no choice but to take it to the dealership. I could not take time off work as I am in a Temp- to- Perm position at my present place of employment and have only started my current position two weeks ago so my fiance took the car in for me at 8am on Monday to be serviced.

At around 11:30, I recieved a call from David Horne who is a service dept. employee at Keith Hawthorne Ford. He informed me that they checked the tire and that it was NOT the caliper that was frozen, that it was due to worn brake pads and I just needed new brake pads and to have the rotor turned which was going to cost me $345.00 as these items were not covered under the warranty. I can have my brake pads changed for $80.00 and the rotor turned for $12.00 so I told him not to make the repairs, that I would have it done elsewhere.

I run home from lunch, get my fiance and take him back to the dealership to pick up the car (keep in mind that this is already causing me to lose an extra 15 minutes at work because I was on lunch). My fiance stopped at Auto Advance beside the dealership on his way home and bought brake pads that have a lifetime guarantee, thinking that if this was indeed the problem, that he would simply change the pads and we'd get the rotor serviced and problem solved, not to have to worry about it again. Not quite.

He gets my car home, takes the tire off and notices that on the bolts that are in the caliper, that they are covered in thick grease and brake dust. He called the dealership and asked if they took the caliper off or if they have some type of caliper test. The person he spoke with told him they took it off and when my fiance asked how did he know that, the tech said because thats what it said in the computer. hmmm...ok.

My fiance asked to speak to the technician who did the work on my car, he was already gone for the day?? My fiance made three more attempts to speak with someone about this and was told he would recieve a call back from Rick Farmer, Service Dept. Manager. I sit here writing this at 6:55 pm and still no call from Mr. Farmer. On my side of things, I get a call at 4:30 at work from my fiance telling me about all of these things going on of which I was unaware as I am at my NEW job.

I immediately called Ford and spoke with a man by the name of Brenton, Customer Service ID #2982. He kept telling me that I would have to pay for the pads and rotors and that if the caliper was so much as touched by anyone other than someone who works at the dealership, the warranty would be voided and I would have to pay for the caliper regardless of whether it was covered under the warranty or not. I ask to speak to a supervisor.

He says his supervisors name is Shauna but she is not there at the time. He continues to ask me stupid questions such as "what is my opinion of the car and what was the best thing I liked about it???" Ummm, I like being able to drive it? Seemed like a trick question to me. I finally talk Benton into getting a supervisor ( Sharon )on the phone at about 15 minutes to five. I tell her that it is late in the day already and

I would have to have the car towed back to the dealership, that I would need a rental car to be able to get to work the next morning. She tells me there is nothing Ford can do, that the technicians at Keith Hawthorne Ford's claim that the caliper was NOT froze is all they know and that the dealership would have to be the one to make the call as to whether this was covered under my warranty. :: Note: On my warranty list of items covered, it plainly states under brakes, that pads and rotors are not covered but calipers are and any damage caused to un-covered parts due to a covered part would also be covered.

I sit here now at 7:03pm with a broken vehicle and I am going to have to be late in the morning for my NEW job (thanks Ford and Keith Hawthorne) to go take care of this situation which should under ANY circumstances have been taken care of today. Anyone reading this has at some point started a new job, so you can imagine my anger and embarrassment at having to take time off two weeks into having my job over something like this.

My car is sitting in my driveway with a FROZEN CALIPER. (Of course.)









people are ripoff con-artists with no regard for helping
customers once you have purchased a vehicle. As soon as you sign the papers and the loan goes through, you are forgotten. I was promised at the time of purchase, that

I would be provided with a spare key and an owners manual, NEITHER OF WHICH I HAVE RECIEVED TO THIS VERY DAY. I am telling you this as a working class person, do not let these people rip you off too. They are the nicest people in the world if they think they can take some of your money but I am not rich and do not have extra to give them for items covered on a warranty that I am already paying for.

Please dont find yourself writing your own rip off report with your own Keith Hawthorne / Ford problems months from now. BE A SMART CONSUMER AND DONT BUY ANYTHING FROM THESE PEOPLE!!! I would not even purchase a skateboard from them at this point. Just wanted to warn anyone who was thinking of buying from either of these companies to beware, you WILL be taken for a ride but not the kind you would like. Dont become another victim of these people yourself. I wish I wouldve had someone to warn me about them in advance.

charlotte, North Carolina

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This report was posted on Ripoff Report on 01/20/2003 05:23 PM and is a permanent record located here: https://www.ripoffreport.com/reports/ford-motor-company-keith-hawthorne-ford/belmont-north-carolina-28012/ford-motor-company-keith-hawthorne-ford-rip-off-experts-number-1-in-customer-dissatisfact-42182. 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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#3 Consumer Comment

Happy Customer Indeed, I was shocked!

AUTHOR: Dawn And Steve - (U.S.A.)

POSTED: Wednesday, May 19, 2004
After reading the story from a customer of Keith Hawthorne Ford, I was shocked! We (my husband and I)have been buying cars and trucks from Keith Hawthorne for the past ten years and have received excellent, loyal and professional service. Even before Keith Hawthorne Ford was established, we bought our vehicles from Keith Hawthorne in Asheville and in Charlotte where he was a general manager at another well known dealership. Again, we could not have been more satisfied with our service and the expertise that was delivered.

I'm not sure of all the details about this lady's experience. I do know that if I was in her shoes, I would not have relied on a friend to diagnose my car problems unless he was a certified mechanic/technician. I would have gone to another dealership or mechanic to properly diagnos my problems and then would have taken the vehicle back to the original dealership with their diagnosis and then battled. I think this lady was angry and used poor judgment when writing to you so quickly.

I urge people to buy from any of Keith Hawthorne's dealerships as he stands behind his products and his commitment to 100% satisfaction. I would be curious to know what ever happened to the lady in this story.

Car dealerships are a quick paced environment. I'm sure that her problem did get resolved in a satisfying manner. If not, I'd be resolved to think there was no satisfying her knowing my past dealings with Keith Hawthorne's dealerships.
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#2 Author of original report

Keith Hawthorne resolved the problems I had previously...

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

POSTED: Friday, January 02, 2004
I recently had to take my car back to the dealership for repairs again and this time, the service department went above and beyond the call to make sure I was satisfied when I left. Not only did they perform the needed repairs, but since my warranty had expired, they did an after-warranty adjustment and did not charge me for any of the work done. They apologized for the problems I had had previously and have done everything they can to ensure that I am once again a satisfied customer. I would like to report that I am more than satisfied with the work the did and am very impressed with the lengths they went to to keep my business. I give two thumbs up to the guys in the service department.
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#1 REBUTTAL Individual responds

we did not rip off this lady


POSTED: Monday, June 16, 2003
this is a response to her response, they are unfounded and untrue. this all started because wendys fiance had tried to work on her car, the brake system. he had tried to put rear brake on the vehicle and thought the rear calipers were frozen because he could not press them closed. the rear calipers have to be rotated to close them. he did not have the knowledge of their operation.

he had car towed to dealership and after inspection of vehicle we found that brakes were worn out on vehicle. we called him and told him that rear calipers were ok and asked him to come by and we showed him how the rear calipers rotated to close and not pressed as he thought.

after we showed him calipers were ok he asked us to install his brake pads on the front and back and we said ok. after inspection of his front pads we found that he had put the antisqueal agent on the wrong side of the pads. we decided to goodwill a set of pads for the front and install rear pads that he provided.

after doing the work on the vehicle she picked up the vehicle and drove the vehicle approx. 500 miles she brought vehicle back because she said their was a slight squeak in the
front of the vehicle. which is normal especially
on aftermarket pads. so to make her happy we installed new calipers and factory pads on the front of the vehicle at no charge to her and also
provided her with a vehicle to drive while repairs were being performed.

we feel we went the extra mile to help this customer and we in no way ripped this lady off. we gave parts and labor to a customer that had already been working on the vehicle themselves and feel we have done nothing wrong but try to make a customer happy.
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