The following letter sent to ford was sent on 5-28-02 and again on 5-31-02 and explains everything, and no response has been validly made.
To: Ford Motors Corp.
Re: Ford Contour 2000 / Customer Care
On the said date of 5/28/02 the owners X and X experienced a vehicle failure while driving home, the vehicle in question shut off while driving later identified as a broken timing belt.
Mr. And Mrs. X purchased the vehicle in question approximately 13 months ago from the Claremont Ford of Claremont Ca. Where the vehicle was purchased used and was advised that a five-year warranty would be activated upon completion of sale. The said named now reside in Hesperia California where the vehicle failure occurred.
While stuck in the high desert Mr. X was fortunate to find access to a phone whereupon he contacted his insurance company (Geico), not having knowledge of the location to the nearest authorized Ford Dealership, Mr. X made clear and valid judgment to have the vehicle towed and transported to his residence in respect to his wife's safety and the safety of their two small children.
Upon arrival to residence at X, Mr. X made several attempts to contact Ford Dealerships with intention that Ford would pick up the vehicle and make proper repairs to the said vehicle. After numerous attempts of being hung up on and being transferred to countless Ford representatives Mr. X made contact with Mr. Hernan of Sunland Valley Ford of Victorville Ca. After explaining to Mr. Hernan the situation Mr. X was told plainly and bluntly It is not they're problem and that a tow, rental and courtesy shuttle would not be provided by Ford Motors.
Mr. X then proceeded to contact his insurance company a second time requesting that a tow and or transport pick up the vehicle and deliver the said vehicle to Ford Motors of Victorville; Geico insurance advised that only one tow per car breakdown is allotted. Mr. X contacted Ford Motors again speaking with several unnamed Ford representatives explaining the situation. Ford responded by saying clearing and openly we understand your frustration but we will not do anything about it.
On 5-30-02 Mr. X sent several email letters to Ford Motors Corp. Receiving invalid or no response. On 5-31-02 Mr. X had the vehicle towed at his expense to Sunland Valley Ford of Victorville. Upon where he was told that Ford would have towed the vehicle and given Mr. X a shuttle home. Mr. X was also told that an expected time of repair was unknown, Mr. X advised that he is scheduled to begin new employment within the next few days and would appreciate a valid response, Ford Service representatives stated the vehicle would be ready for pick up by the following Wednesday.
Upon returning to his residence Mr. X received a call from Ford Customer Care at which time he was told that Ford would take care of the situation and verbally apologized for the stress cause by Ford, Mr. X was also told that Customer Care would call back within the hour after contacting Sunland Ford.
Throughout the day Mr. And Mrs. X waited for a call back and a response, a call back was never made by Ford. At approximately 6 o'clock P.M. Mr. X received a call from Debbie of Sunland Ford Victorville Ca from Service Dept, Debbie in an compassionate and unprofessional way stated how are you has your day gotten any better then proceeded to tell Mr. X that the vehicle was no longer under warranty even though it was purchased just thirteen months prior and the cost to him would be in the amount of $365 dollars and zero cents.
Mr. X advised that the vehicle was confirmed by Claremont Ford two days prior as being under factory warranty and that there was no possible way for Mr. Or Mrs. X to pay the cost of repair, Debbie also advised that the mechanic noticed something else was wrong with the vehicle that was located near the timing belt and that in order to get to the timing belt the mechanic would be required to alter the part in question but would fix the timing belt and then advised that after completing repairs on timing belt the vehicle might make a slight noise as the result of the altered part but the mechanic would attempt to tighten the part however may choose to leave it altered.
Debbie then requested confirmation for process of repair and stated the vehicle would be ready for pick up on Monday morning.
Mr. X denied repair to investigate warranty, Mr. X contacted Claremont Ford and Spoke with a representative who was again unprofessional, the representative answered the phone attempting to keep the phone on speaker / hands free, when requested by Mr. X to take the phone off of speaker the representative reply I can't, and proceeded to make Mr. X explain everything. Once the representative was made aware fully and consciencely of the immediate situation the representative repeatedly stated, I understand your frustration but made no attempt to correct the frustration or resolve the issues.
Mr. X was then advised the that vehicle is not under warranty even though purchased just over one year ago and at time of purchase was told that a five year warranty was active.
The vehicle now stuck at Sunland Valley Ford Victorville Ca is quickly becoming a series of unnecessary tribulations. Mr. X has been forced to endure countless acts of disrespect and lack of customer care services, Mr. X now has no means to pay for cost of repairs and no means to get the vehicle home. Mr. X is also scheduled to begin work within the week and has no means of reliable transportation to get children and family to work, school and daycare.
An immediate response is demanded at this time, as the owners have been more than patient in dealing with countless persons of Ford Motors Corp.
The owners request that the vehicle be repaired properly and efficiently and with immediate response at no cost to the owner. It is also demanded now that the vehicle be returned to the owners with repairs immediately as a result of the rude behavior and lack of customer care that Ford has shown and proven within the last three days.
Failure to respond validly and affectively will result in further action.
Further communication to the owners shall proceed with delicate respect and professional care in a timely manner. And the statements that lead to follow to or otherwise indicate, I understand will not be acceptable and will be taken into context as being uncooperative.
Dan
hesperia, California
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