Ford motor company
Fell off the lift - f250

Dear Sir/Madam, About a year ago I moved into the Geist area. Until then I had used Don Hinds in Fishers for the repair and service of my Ford vehicles. On 12/3/07 I noticed your facility was now open and decided to have an oil change on the above vehicle. I checked your website for opening times. I arrived at 8:45am on 12/05/07 at your Quik Lane. I went inside asked for an oil change, handed over my keys and sat down. I was the only customer in the facility, two employees were throwing snowballs at each other inside the oil change area and everything looked fine. At 9:15 I noticed my truck was in the first bay next to the customer seating area, it was still on the ground and no sign of work was apparent. I then saw an employee juggling wood 2” x 4”s under the trucks frame rails. I went back to reading a magazine. Five minutes later I heard a loud bang and noticed my truck had slid off the lift and was now sat on the arms and the running boards were taking the weight. The service advisor walked out to check what had occurred. He later came back in and then advised me he would order new parts to replace the damage that just occurred. The truck was lowered to the ground and the correct jacks were found and installed. The oil change was completed at 10:00am. I was then led to the cashiers position and presented with an invoice # FOQS161220 for the amount of $40.24. I asked the cashier why I was charged for an oil change that took 1.25 hrs when your website stated a 30 min guarantee or its free. She did not know of this and got her supervisor, eventually it was marked paid and I left. A week later I had heard nothing about the replacement of the damaged parts. Two days later I sent an email to your company stating I was not impressed with the service, the damage and the invoice. I received no reply. On 12/12/07 I stopped at your location and spoke to a manager (Customer Service?) he was very apologetic and said he would have got the email and it must have got lost, he said he would find out what the delay was and get back. I drove away and 30 mins later received a miracle call from your parts department stating the running boards had just arrived, such speed…and to call the Quik Lane to arrange for them to be installed. On 12/27/07 I called and said I would bring it in whenever it suited them. On 12/29/07 I arrived at 7:45am. I watched the original running boards removed and thought all was well. Wrong, I then saw that steel brackets were being installed and asked the manager what were they installing, he took me inside and showed me some $50 Kmart aluminum runningboards. I told him I wanted the factory original running boards to be replaced by “Ford Genuine Parts”. He told me that’s what they got in. I told him to stop, remove the brackets and put the original damaged steps in the back of my vehicle, he did so. On 1/4/08 I called Greg Wilson, he told me that they got the Kmart type due to the long time it takes to get “Ford Genuine Parts”. I told Greg that I am a patient man and would rather wait for the “Ford Genuine Parts”. On 2/13/08 I called your company and asked if the boards had arrived, I was left on hold for 18 mins and then told “the step is in, bring truck in tomorrow”. I asked why they removed two but have only received one. On 2/14/08 12:00 noon, I arrived and was told only one step and no hardware was available. On 2/28/08 I sent another email to your customer service dept via your website. No reply, hence I do hope this may get through. So after three months I still have a damaged vehicle that small people cannot get in, and no glimmer of hope on the horizon that the damage caused at your facility will ever be repaired. I am also back at Don Hinds for my service work. Brian Hurley

Company: Ford motor company
Country: USA

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