Ford sold me a certified preowned vehicle that never actually went through the certification process.
This vehicle was sold with all the certification checklists, certification certificate and was advertised as a certified preowned vehicle. This vehicle has been in for maintenance a total of 4 times for defects that were on the vehicle prior to its sale.
1) Acid Marks from spill on Drivers Front Side Front Door — dealership repainted the door after sale and left overspray on the inside interior
2) Vehicle was sold with 3 different plugs in 3 different tires, 4th tire was dryrotted - dealership replaced tires in December after I called corporate headquarters to complain
3) Passengers side rear window was not working - dealership corrected and replaced motor after sale
4) Key remotes for door and alarm, not working - dealership replaced remotes, motor and keys after sale
At this time there is an additional defect-This would be the 5th problem with the vehicle.
When I drove the vehicle on their lot, there was a frontal creaking sound when driving over speed bumps. I asked the salesperson about the sound and he stated he would have the technicians check the sound prior to the vehicle being released from the lot on the day of purchase. I was told that day, before I signed the paperwork that the noise was not a problem.
In December, when I had the tires serviced, I again mentioned the creaking in the front and was told that there was not a problem.
Last month I brought the explorer in for a regularly scheduled oil change. I mentioned the creaking yet a 3rd time and the technician stated it was the front boots on the vehicle that needed to be replaced. I spoke to the service manager who confirmed this with the technician and she told me that the boots were covered under the service warranty and I had a $100 deductable. I told her that was fine and we made an appointment.
Saturday, August 12 we brought the explorer in for service. About 2 hrs after I dropped the vehicle off, I get a call from the service technician, telling me that the boots in fact was not the problem with the vehicle, it was actually the driver controls in the front, that they would cost $700 to replace and it was not covered under the warranty. When I asked him why the technicians put on the last invoice that it was the boots, the service tech told me that he doesn't know where they got that from or why they would tell us that the boots were the problem. I asked the service tech if it was the current problem that was causing the creaking and he said "yes". He also stated to me that the technicians should have seen that problem before they certified the vehicle for sale under the precertification process. I spoke with 2 managers, 1 being Joanne and she told me the vehicle was completely warranteed up to 37,000 miles, I purchased the vehicle with 34,000, if they had fixed the vehicle when i purchased it, it would have been covered under the warranty. However, Because Ford didn't address the problem and fix it - even though I told them to check it before I bought the vehicle - they could not help me and I would be responsible for the full cost of fixing the vehicle. Regardless of it being their fault.
I called Ford Corporate HQ and I wasted nearly 2 hrs of my time. I found out Ford Corporate is not owned by Ford but a 3rd party independent company hired to mediate their customer service issues. I spoke to Rory and she documented the complaint and called over to Ford Service and spoke with Joanne. Rory at Corporate told me to call Joanne at 561-689-6550, as she stated Joanne was willing to resolve the problem with me and encouraged me to call her. I called and was placed on hold. Joanne answered, and she said the following to me: She acted as if she had no clue why I was calling her. Once I explained to her that I just spoke to Rory at Corporate and she told me to call her about the issue with my explorer, she stated, in a rude tone " Yes I spoke to her and I did not tell her to have you call me." she was extremely rude and I just hung up. I called Corporate back and spoke to Kate, who placed me on hold again, Kate returned to the line and stated she spoke to Joanne again who stated she was willing to drop the cost of the service by 1/3 because we are loyal customers.
I told Kate this is an unsatisfactory resolution.
All I am asking for Ford to do is fix the problem.
I feel that Ford has participated in Unfair, Deceptive Advertising and Trade Practices by selling me a vehicle that they claim was certified when it obviously never went through the Ford certification process. This is highly considered a Material Misrepresentation, which has caused a material breach and a fraudulent sales contract. Under my rights, I do feel I have the right to rescind out of the sales contract under Material Misrepresentation.
I have tried over the passed 2 days to rectify and resolve this issue with Ford and they refuse to cooperate and fix the defect on the vehicle under their expense. This is a defect that their technicians should have found during the certification process and the vehicle had never should have been sold as a precertified vehicle under these conditions.
Michelle
West Palm Beach, Florida
U.S.A.
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