Took my Ford Mustang 2007 to Diablo Ford Dealership for Service Repair on 8-04. Dave inspected my vehicle outside and recorded no scratches or markings. Also, recorded that I was there to have vehicle inspected for an issue that sounded unusual. I reported that when driving my vehicle after initial start with the Air Conditioning on it was very difficult to steer. However, if there AC was not on upon initial start of vehicle there was no difficulty steering.
It was reported to me that the inspection would occur that same day within the hour and they would notify me of their findings. After 1 hour, I left with indications to notify me by phone of any possible findings that could be fixed. I received a call after 4 pm letting me know that it was the power steering pump and water pump but they did not have the part in, so it would be Monday. I asked for a loaner vehicle or rental they stated the rental office was closed so there was nothing they could do.
Monday, I contacted Dave Service Specialist to inquire about vehicle he reported someone would call be back later they were still doing inspection but more than likely they would let me know by the close of the day. Around 4pm someone did contact me letting me know that it was not the power steering pump it was something else but they needed to figure it out and order the part.
No contact was made on Tuesday, so I figured they had found out what it was and they would call and let me know. Wednesday I received a message stating the car was ready and they did figure out what was needed, what a relief. I went to the dealership for them to explain what they replaced and pick up my vehicle.
I asked for Dave to show me the parts that were repaired at first they couldn't provide them. After waiting for about 15 minutes he said they were locked away somewhere in the back but could bring them to show me. He said he replaced the water pump along with the belt that lead to the harmonic balancer. These parts were explained and the vehicle hood was up showing that the parts were in fact placed on the vehicle.
I was pleased with the work and went to pay for the service, there was a $650 charge for labor with no indication of how many hours the labor took. The parts were over around $200/ piece and they charged me $65 to install a battery. Overall I spent $1350 on my vehicle for part & labor. I had a friend drive with me for support as this issue has been stressful and emotionally taxing.
Upon driving off the AC wasn't on and the hood was let down and I was content but a little disgruntled about the price. As soon as the AC was turned on the steering became difficult to turn and the problem that I took it to the dealership was still present. I parked the vehicle to get out and find paperwork to call dealership about this. I noticed that the hood of my vehicle had been scratched as well as the bottom right bumper and there was a tiny white line or scratch.
I didn't assume anything I drove it back about 15 minutes later and showed the problem to Dave. He reported the vehicle was parked by a fence and that he was unaware of anyone hitting anything with the vehicle as it was only parked. I also informed him that the problem I presented was not repaired and I had already paid for my services and I didn't feel safe driving the vehicle in this condition. I asked my friend to test drive the vehicle to see if there was a noticeable difference as well, it was.
He assured me that it was fine and that the scratches were new for him as well as he did not remember seeing them during initial inspection of the vehicle. I left the vehicle as I didn't feel safe and I wanted another technician to review the current problem. He was very unhappy with this but took the keys anyway. I asked for an update early am regarding situation and left the dealership.
Thursday, I was not contacted all day and I had to contact them regarding the status. Dave reported no one could find anything wrong and that it was driving like the other mustangs he's driven. He even compared my car to another employee who had an alleged mustang making innuendos that nothing was wrong with the vehicle maybe just me.
I asked for to speak with service manager and he said that he would call me tomorrow. I asked for him to call me ASAP as I had been without my car for some time now. 3 hours later I received a phone call, getting my side of the story and a promise to call me in the am after he test drove vehicle.
Friday after 5, I contacted dealership to inquire about the status of my vehicle and he reported it was being examined by a technician but he would let me know. He called to say it was driving to the standard of every other mustang he test drove and there was nothing more he could do, so my vehicle was ready for pick-up. Negating my feelings of safety, customer satisfaction, and the damages occurred to my vehicle in their care.
I requested the GM to contact me and my fees returned for services rendered, no follow-up to date as he has not had time to contact me as of the present. 1 Week Later still dealing with this issue as well as another one 8-11-12.
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