Below is an email that I sent to Ford motor company describing what happened...
Dear Sir or Madam,
I am a proud owner of a 2003 Mach 1 Mustang. I have been very happy with the vehicle and I have run into some problems and I need your help. The problem I ran into was the service center at Holmes Tuttle Ford in Tucson Arizona. I brought my vehicle in because there was a clunk in the transmission, the shifter was loose in neutral, third and forth, and the wheel lock key broke after trying to take off the right rear tire after it was overtighted from the factory. I then left the vehicle for the day and went back to my office to follow up with clients. Later in the day I was finally was able to get a hold of Mike Hill my service rep and he told me to pick it up and they found nothing wrong.
This is where it gets really interesting. Upon picking up the vehicle, Mike said he could not take the wheel looks off and would order a new set for me and the transmission is perfect. I then got my keys and walked up to my car and I noticed something was terribly wrong when I sat in the car. The clutch petal was extremely loose and I knew that somebody had beaten the crap out of my vehicle. I then looked at the rear tires and I noticed spin marks on them. I then became extremely upset and wanted to speak to the head service manager. He came out 15 minutes later with Mike Hill. They told me that the head service manager drove the car the whole time and nobody spun the tires.
Mike Hill then said to me if you want me to spin the tires give me the keys and I'll show you what tire spinning is. I left extremely upset and I kept noticing that the petal was not as stiff as when I brought it in. I thought I would drive it for a week and see what happened. Well a week went by and the clutch has not recovered and I blew out a tire tonight and couldn't take the tire off. Picture this. I own one of the largest health insurance offices in Tucson and I'm in an Italian suit going to a client's house to sell them insurance and I can't change the tire because the wheel lock key is broken. I then had to call one of my agents to bring me back to my house to change and pick up tools and we eventually got the wheel lock off and put the spare on. Now I have lost a client, spent 4 hours trying to change a tire, and the rim is scratched up.
I know that with ford quality is job one and I do not believe that there is quality in that service center. They did not fix the problem with the transmission; they beat up my car, burnt the clutch, spun the tires, and didn't take off the wheel locks and put on regular lugs so I wouldn't be stranded.
I want to have a area service manager look at my car at a separate dealership, have the transmission looked at, diagnosed and fixed, I want a new clutch, throw out bearing, and pressure plate and I want to have a new rim since this one was scratched because when the tire blew out I had to move it to a secure location gas station So I could work on the lock nut and get it removed.
I think that a Ford dealership should not drag race their clients cars, they should fix what needs to be fixed and above all not lie to their clients. Before I opened my insurance office. I was a service manager for Firestone and I know tires and I know transmissions and clutches because I have worked on hundreds of cars over the years. I believe in integrity and I truly believe that the Holmes Tuttle service center needs a lot of work and some of them should work for your competition, it would help you tremendously. As a saying once said, It takes a lifetime to build a reputation and 1 day to destroy it I hope that you take a serious look at the people in that shop. They lack integrity and honesty and your vision.
I look forward to hear from you soon
Michael
TUCSON, Arizona
U.S.A.
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