Ford Motor Company
Sil Terhar Ford Poor service, even worse Customer Service - The president of the company won't even acknowledge the problem

This letter comes to you from a customer who feels as though customer service is anything but Ford Motor Company's policy. I have been an owner of a Ford for just over 3 years, with really no issues or complaints regarding service of any form. Recently though, I have encountered them over and over again. This is really a simple issue, that merely needs a simple response to show that Ford does actually care about their customers.

In March the heater in my vehicle quit working. Knowing I could not possibly get to work in the morning with a frozen windshield, I took it in to the local Ford Dealership where I originally purchased it (Sil Terhar, Broomfield, Colorado).

I would like to add this is the first time I have had a mechanical problem, other than general maintenance. They looked over my car and simply said that I was low on coolant and they topped it off. Now, I had taken it in just a week before for a routine oil change and fluid check. At that time all the fluids were tapped off and good to go.

So, it was very apparent that I had a leak somewhere pertaining to the anti-freeze. I was assured that my vehicle was in "tip-top" shape, so I picked up my car and took it home. As things would have it, I did not have to drive my car for 2 days, but on that first day out, sure enough after a few hours I had ice cold air hitting me again.

I was going to call the dealer and let them know, but they had left for the day. I parked my car in the garage, as it was very cold outside, in hopes to keep the windshield from freezing. Sure enough, the next day it was a block of ice, with only colder air to maintain it's icy coat.

I called the dealer and they sent a tow truck over (an hour later) and took me to the dealership, along with my vehicle. They did get me a rental car, although stated I would have to pay if it wasn't their fault. I went to work and called them to check in that afternoon. They did not know what was wrong, but said I had heat again and I could pick up my car. I did, and I drove 1/8 of a mile and it was cold once more.

The next day, again, I returned it. Again, they did not know what was wrong and got me a rental car, again I had to pay if it wasn't their fault. They decided to change the thermostat and called me, told me it was running "hot". I returned my rental car once more, and picked up my car. Sure enough, 1/8 mile and it was cold.

To say the least I was belligerent at this point. I went home and called the only Manager who was working that night, unfortunately he was in Sales and could not help with the specific issue.

I took my car in once more, another rental car that I would have to pay for and still find some hope that my car could be fixed by the mechanics that know it best. Sure enough, 2 days later, "it is fixed and we test drove it for miles, the mechanic was so hot afterwards!". Okay, great I think.

I went in on a Saturday to pick it up, while they were still working and asked to test drive it myself, just in case. I drove 5 miles and the heat dissipated and cold came in to play. I took it back and told them to drive as much as they needed to, to ensure that it was fixed right before calling me again. Four days later it was fixed with a new head gasket. I picked up my car and drove it, finally, it was fixed.

Now, I have an oil leak, antifreeze leak and transmission fluid leak and my car stalls every few miles or when I slow down. Finally, I took it in, to another dealer, and am being told that it will cost me $600.00 to fix the previous dealers mistakes. This is a complete outrage! I have put more money into rentals and maintenance than any owner should when they have a warranty!

To top it all off, I had written the owner of the dealership and until my car was returned to me with proper running heat, he would not reply to me. Now, again I have emailed him and he will not respond. This is a complete outrage for a company that believes that customer service is the number one priority. The only priority I have seen is inconvenience and the desire to take peoples money.

I insist that Ford Motor Company take action, not only against the dealership I have mentioned, but in reimbursement for all maintenance and rental fee's that I have been charged. I do feel that is the least that the Ford Motor Company could do.

Cammy
Westminster, Colorado
U.S.A.

Company: Ford Motor Company
Country: USA
State: Colorado
City: Broomfield
Address: Highway 287
Phone: 3034691801

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