Healy Ford - Healey Brothers - Healey Motors
Ripoff damaged new car and poor customer service

About 3 months ago I purchased a brand new 2003 Ford Mustang GT convertible from Healey Ford in Middletown, NY. I immediately noticed that there was no owners manual or any "new vehicle" paperwork with the vehicle (lemon law rights, service recommendations, etc) and was told they would have to get it out of "the locked cabinet" on another day.

After getting home, I noticed that there was a shoddy repair job done on the passenger side rear quarter panel prior to me purchasing vehicle, the emergency brake lever was bent - causing it to rub on the center console and put a small hole in the boot around it (I was told by the salesman at the time that "all Mustangs do that") and a scratch in the drivers side rear quarter panel glass. I contacted the dealer and they informed me they had no knowledge or information regarding any damage and that the vehicle would be repaired by the body shop that they use - "Lothars Auto Body", in Middletown, NY.

I mentioned to Healey Ford that I did not want Lothars to do the work on my new vehicle due to the reputation they have for substandard repair. They told me that Lothars had to do the work and that they would "make sure it is done right". About a week later, I get a call that my car was done and I can go pick it up. Upon inspection of the vehicle, I find the work to be just as bad as expected and on top of that, other items on the vehicle had received paint damage - the rear bumper, both lower side skirt and the "scoops" that are in the rear quarter panels.

I noticed the flaws in the repair job immediately at the dealership and pointed it out when I picked the vehicle up and was told that they (Healey Ford) will "see what they can do to correct it". I did not notice the other damage until a day or so later when I was washing the car. I took the car to a local Ford dealer (Orange Ford) to have them look at the damage and they said it "appeared to be from what ever wheel cleaner they (Lothars) used on the car" and that the damaged panels would need to be repainted. Through all this, neither the window or emergency brake lever were repaired either.

I called Healey Ford to see what they would do about it and they kept giving me the runaround until I sent an email to Healey Brothers directly through their website. The dealer then contacted me and asked me what would make me happy at this point and which body shop I would like to perform the repairs this time and also asked that I contact the "brothers" again to let them know I was being taken care of (I guess that it took the email to get them motivated!). I told them I want the vehicle properly fixed, I would like some kind of compensation like an extended warranty and at least free oil changes for my problems (I should have demanded a buy back as recommended by another dealer!) and that I have heard good things about Star Collision in Middletown, NY and would not mind if they did it.

Star had the vehicle for about another 2 weeks performing the repairs to the quarter panel, rear bumper, side skirts and side scoops. Upon completion, the car looked satisfactory although the window and emergency brake handle were not repaired. When I asked about the discussed extended warranty and oil changes, they just said "we have to see what we can do" and that they would call me about it. I again asked for my new vehicle owners manual and paperwork and they said they had to order it and I would get it in about a week...

Around the same time as all of this, I noticed that the interior panel for the right rear quarter panel (the one that had to be removed for the paint repair) had a good sized scratch in it and with all the hassle of the paint work and such already, I just figured "I will worry about it later"...

Also, I should note that from day one, the car had a rattle in the drivers door upon closing it and the outside handle would "stick" when you lifted it and not drop back down all the way. I did not mention the door handle to anyone but the Salesman at the time due to the fact that there were much bigger issues going on with the car at the time and I was considering just taking care of the door handle and rattle myself since I was already without the car long enough for the other repairs..

About 3 weeks after getting the car back, I noticed that it started to overheat while driving it and pulled it off the road to inspect things. It turns out that whoever did the pre-delivery inspection on the car (assuming this is the case) left the coolant cap slightly loose and it had been leaking from day one and finally ran low enough on coolant to overheat. I added antifreeze and made sure the cap was tight this time and have not had a problem since, however overheating a brand new car does not make me feel very comfortable about it's longevity...

On Thursday, 10/16/03, I noticed that the car had several tiny rust spots all over it which I took to Fuccillo Ford in East Greenbush, NY to have looked at and was informed that it was "rail dust" from the car being transported when new and is covered under warranty. They also looked at the emergency brake lever aand said it was not "normal on all Mustangs" as I was told by Healey Ford and pointed out that it was starting to damage the console also.

So I spoke with them about making an appointment to get all the warranty items repaired (the door handle, emergency brake lever, console and rail dust) and was told to call back Friday and set up an appointment. On Friday, 10/17/03, I noticed that the paint was starting to chip/peel on the bottom of the quarter panel which was painted (three times so far - once before I got it and the two times since) and took it to a local shop to have it looked at and they felt that with all the paint work that had been done, it would be hard to point fingers at any one in particular, but it "appeared to be" poor prep work from the Lothars repair job underneath the Star repair.

I called Healey Ford on the 17th and informed them of this and was told "at this point it is between you and Star, I will get you thier number and call you back".. I have never heard back yet and do not feel it is right to make Star collision cover the repairs on someone else's poor repair job nor do I want the quarter panel on my new car painted for a FOURTH time!!!

I have recently spoken with John Kurner who is the General Manager of Healey Brothers dealerships and explained my issues to him. I expressed my extreme dissatisfaction and made it very clear that I do not want the car any longer due to all the problems I have had and told him I wanted it replaced with at least another identical Mustang or preferably a different car all together (I mentioned the Mitsubishi Lancer Evolution) from another Healey dealership due to the problems I have had dealing with Healey Ford. I was told he will see what he can do but he wanted my car and some money in exchange for a car that has a lower sticker price than my car did and to top it off - the one I was looking at was used.

I explained that I am not looking to get anything out of it and I would take the used one in place of my car (trying to work with them so they don't have to give me a brand new car in exchange for a car with some use on it), but there is no way I am going to pay for their problems. He said he would try to make me happy, but tried to turn it around on me by saying that "we have not seen the car for a couple months, how do we know what you have done to it". I was very insulted by that comment as I am a fanatic with my cars and keep them in 100% mechanical and cosmetic condition at all times.

To make a long story short - I have a brand new car with 3800 miles on it that I was without almost the entire first month, over 1000 miles put on it driving back and forth for the problems and has-

1) had the quarter panel painted 3 times so far in need of a fourth repaint

2) had the rear bumper, side skirts and side scoops repainted

3) a scratch in the interior panel that I did not put there

4) a scratch in the drivers side quarter panel glass that has been there from the start and still not repaired

5) overheated when it had less than 2000 miles on it due to their negligence

6) a sticking door handle on the drivers side - sticks in the "open" position sometimes - can't be too safe!!!

7) a rattle in the door when closing

8) a bent emergency brake lever

9) a damaged boot around the emergency brake lever

10) a damaged center console due to the lever being bent

11) rust stains all over it ("rail dust" as told to me by Fuccillo Ford)

And still no owners manual or new car paperwork!

I feel that at this point, there is nothing that can be done to make me happy with this purchase, the joy of owning a new car has long left due to the problems encountered with it and I feel that for $30,000, I should have gotten much better service than this and that the car is of no better quality than what a used vehicle would have been for a lot less money. I do not like the idea of paying that amount of money for a "new" vehicle that has been repaired even prior to me purchasing it.

At this point, I do not want this particular vehicle any longer and was trying to give Healey Motors a chance to make things right by getting me into another car of equal purchase price instead of trying to demand an all out "buyback"- however, it has gotten nowhere so far. I would like to know what I can do in this case since there is no way I feel I should have to pay a new car price for such a "used" vehicle. Thank you for your time.

Update - After discussing the possibility of a buyback with both Healey Ford and Ford Motor Company, they are at it again. Healey offered me the "opportunity" to trade it in at "only" a $5000 loss and they would get me in a Lancer Evo for $35,500 out the door with my "loss" computed into the amount. After days of "we are trying to get the bank to do it and we are having problems", I asked why because the price isn't that much more than the Mustang loan originally was and they said, "the bank won't loan $39, xxx on the Evo". So, somehow - on top of the $5000 loss, they were trying to scam another $4000 out of me also!!! I am furious! I called Ford Executive offices at (313) 322-4111 and Spoke with Duncan Alderson in the "Priority" department prior to my meeting with Healey and he seemed more than helpful - at the time, so I called back after this and explained the deal to him and tried to mention the buyback idea again only to hear "at this point, it looks like there is nothing we can do to help you and you have to try to work with Healey" WTF?

After telling him that he just helped me make up my mind to never own another Ford product, all I got was "we are sorry to see you go like this, I wish I could have helped".. Umm, ok... Needless to say, I am going to follow up with the Attorney General.

It also goes without saying that myself, my family or close friends WILL NEVER buy a Ford product again!!! A close friend was looking to do a fleet deal for some trucks for his business and was looking to Ford, he changed his mind after all I went through and bought 10 Dodge trucks:)!!!

For those that have asked so far - here is the contact Info-

Healey Ford (845) 313-3135, Healey Brothers web contact form - http://www.healeybrothers.com/suggestions.Asp

Ford Motor Co. Priority Offices - (313) 322-4111, Ford Customer Service - (800) 392-3673

Joe
albany, New York
U.S.A.

Company: Healy Ford - Healey Brothers - Healey Motors
Country: USA
State: New York
City: Middletown
Address: Dolson Ave
Phone: 8453433135

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