I went to Worhtington Ford to purchase and Explorer XLS Sport Package Vehicle. I have owned 2 previous XLS's (1999 & 2000 versions) both sport package which included fog lights and step bars.
The reason I have had fog lights (I lived in Texas and now that I live in California I travel to Texas and intend to go back after my husband's tour in California is over, ever lived in Texas and you'd understand the reason for fog lights.)
The reason I have had step bars is because I have fibromyalgia and getting in and out of the truck causes me pain.
When I went to look for a new Explorer, I expected the same vehicle, I didn't know that the 2003 Explorer XLS Sport did not come with fog lights, so I agreed to take the XLS without them but was told I could add the fog lights, paying extra for them.
When I showed up to have the fog lights put in I was told they couldn't do it on my vehicle. I waited a couple of hours for the finance person to show up. When he did and explained the situation for me he told me that the XLS can not be purchased with fog lights and he would give me my old Ford back. I asked why they could not give me another Explorer that had everything I wanted. He went to talk to someone, I heard the conversation, she said that to get what I wanted I would have to get the XLT.
So they said I could have the XLT but I would have a higher monthly payment which I did not want so I asked if they could lower the interest rate, they did but I still end up paying $20.00 more a month over my 6 year loan. And for what I thought I was getting I considered it a good deal.
I did go out to look at the truck but the only thing I really saw is that it had fog lights, because I expected the vehicle to have everything my XLS Sport had.
After signing all the paperwork and closing the deal, I walked out to get in my truck the first thing I noticed was it did not have step bars. I mentioned it to the finance person and he said there was nothing he could do. California has a law that say once you have signed a contract on a vehicle you can not change your mind. Texas gives you three days.
I was so upset about the situation that as soon as I got home I wrote three letters to the Ford company. They did respond, but the situation was not resolved. The woman I spoke to was sympathetic and suggested that I could pay to have the step bars put on but she didn't know whether my warranty would cover it.
I wrote a leader to the sales associate at Worthington Ford, which included the following 2 paragraphs.
"I was disappointed that I was not offered a similar vehicle (meaning a Sport version of the XLT, since the XLS I purchased was a Sport version). The only thing missing from my XLS Sport was the fog lights and I should have been offered a vehicle that had everything I had on the XLS Sport with the fog lights added. I did not expect to do with less.
If I had noticed that there weren't steps I would have either not taken the vehicle or at least paid to have them put on. The reason I had a vehicle with steps is because I have fibromyalgia which leaves my body in a lot of pain and climbing in and out without step bars intensifies my pain. I remember daily that I have paid for a vehicle that I am not completely satisfied with."
The response I received was a letter from Kathy Kelley, Fixed Operations Manager at Worthington Ford. There was one part of the letter that made me scream. It said: "The XLT has more equipment/options than the XLS; therefore you have not done with less. Unfortunately, it did not have the equipment that you wanted"
Because the vehicle did not have want I needed I most definately have done with less. Notably more pain because of no step bars.
Just like I did with the fog lights that were not on the XLS I would have paid to put step bars in if I had realized that it didn't have any. It would have been easier to include the price in the contract. I can not afford to pay to have them put on now and don't know when I will be able to.
What I want now is for Worthington Ford to put the step bars on my vehicle for free because I believe after all this that they owe me.
They caused the problem and Kathy Kelley's words were demeaning, both times. Maybe I wouldn't be so angry if someone at Worthington Ford had admitted that they should have offered me an XLT Sport to replace my XLS Sport.
Jennese
Seal Beach, California
U.S.A.
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