Took "04" Mustang in for warranty door adjustment on the drivers side. Waited almost two hours for repair to be completed by their technician.
When I returned home I noticed with the window in the up position I really had to force the door to close completely. Also noticed the upper left corner of my fender was pulled away from the window pillar.
I called dealership back and was informed that they would take another look at the door when I returned to have the window molding installed. Upon returning to the dealership I was informed the car would be sent to body shop for further adjustments.
After two days of being told the car was not finished I called the body shop and was informed to call the customer service manager John Houle. I left a message with John, and received a return phone call from Tim Gorman stating I needed to call my insurance company because the repairs are not covered by warranty.
Tim informed me that the door had been opened with such a force that it bent the upper door hinge breaking the door stop, separating the door skin from the shell, and bending the fender. This must have taken place during a wind storm as he was told by the body shop.
I informed Tim I would be down to pick up my car because I was not buying the story he was laying down. Upon looking at the vehicle I noticed the door was even further out of adjustment, and the door skin separation he described was so noticeable that their technician would have noticed it on the first service attempt. I went to see John Houle and informed him that my vehicle was not in that condition when brought into their dealership, and asked why their technician would even attempt to align a damaged door.
John continued to dance around the question with some very well rehearsed answers and stated out of good will he was willing to pay my deductible if I filed a claim with my insurance company. I was put in a position where the only way the dealership was going to perform the repairs was to file a claim.
I went to three other dealership and was informed that the damages seen on my vehicle were not caused as described by Tim Gorman. I again approached John with the new information I had acquired and was disappointed when he determined to stand behind what his body shop concluded. I called Ford Motor Co. To get their intervention and was informed that my issue was between the dealership and myself.
I ended up calling my insurance company to file a claim with the damage happening as stated by the body shop. A few day later I received a written estimate in the mail from Bill Brown Collision and I find no mention of replacing the bent door hinge.
Once again I contacted John Houle to discuss why certain parts I was informed had caused all this damage were not being replaced. Once again he danced around the questions with small shop talk but never admitted any wrong doing by his employees.
0 comments