I was involved in a collision in July. The front end of my 2005 Explorer, purchased Dec of received extensive damage. I had the vehicle towed to Landers McLarty Ford (this is the 3rd Explorer I've purchased from this company) for repair.
During the vehicle's stay in Lander's shops, it had paint chipped to the metal on a door handle, all four aluminum alloy wheels damaged by a cleaning agent, the windshield scratched, and the floor guards cut.in addition, the short in the electrical harness was found, but the interior dimmer switch no longer works!
14 weeks later on Nov 2nd, after having made 5 trips to review repairs, I was told by the customer relations manager that if it went back to the shop again I would be billed for charges incurred.
At this time, (11/20) there is still paint scratched and chipped to the metal on the new hood, the bumper and plastic casing on one front head light has been discoloured by chemicals, overspray exists in multiple places, there are multiple cracks in the paint, the front end shakes and pulls to the right, the brakes are very soft and there is loud rattle in the rear end.
I have communicated "extensively" with my sales rep (Sondra Payne), the body shop manager (George Allen), the customer relations manager (Chelley Pense), and the general manager (George Newcomb). I even personally spoke with the owner Steve Landers... He said he'd speak with his general manager and call me back. He didn't phone me back, I was contacted again by George Newcomb (general manager)... George replaced the scratched windshield and the wheels. However, one of the replacement wheels is damaged.
One would think that the owner of a company, would be able to get his team in Bentonville, AR one of the fastest growing areas of our nation... Home of Wal-Mart, JB Hunt and Tyson... To make appropriate repairs to a vehicle purchased from its facility.
My insurance company has paid for these substandard repairs! However, my vehicle's value has been diminished by poor workmanship and additional damages created by Landers McLarty's body shop and service departments!
I have filed a report with the BBB, the Arkansas Attorney General's office of Consumer Protection and Corporate Ford Motor Company in Dearborn, MI. And now you. I guess the next step is to seek out a litigator!
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