Below is a copy of the letter I have sent to Ford Customer Relations, the CEO of Ford, and to the customer survey dept for Ford. It itemizes in detail the experiences I have had with not only multiple dealerships throughout the country, but with Ford as a company. Two weeks ago I was finally given a rental car, but I am still unable to get resolution on the delivery of my vehicle to me in Texas or on the expenses I suffered as a result of this experience. At this point, I would just like other consumers to know what a poorly made product they are getting when they purchase a Ford and that the company has no intention of making things right when something does go wrong.
September 9, 2009
To whom this may concern:
My name is JF. I purchased my 2008 Eddie Bauer Expedition new in September 2008 from Don Davis Ford in Arlington, Texas. My VIN # is XXXXXXXXXXXX80524 and it has approximately 17,000 miles on it.
On August 16, 2009 I began having problems with the ignition sticking and the driver-side blinker was not working correctly. I was in Sacramento, CA visiting my elderly parents, so I took my Expedition to Future Ford in Sacramento, CA to have it diagnosed and repaired. After having my Expedition for 2 days, the service representative, Jose O., informed me that they had repaired the blinker and had performed several diagnostics to determine the nature of the problem with the ignition, but were unable to find anything. I told the service representative that I was from Texas and I had a long way to drive home, the car needed to be repaired in order for my family and myself to take it safely across country. Mr. O. told me that the car was safe to drive but that I needed to take it to the dealership I purchased it from when I got home and have the transmission looked at. On August 21, 2009, while driving across country, approximately an hour from the Arizona/New Mexico border, the Expedition would not accelerate and shortly after died completely. I managed to push my Expedition 3.5 miles to safety at the next exit. The temperature outside was 115 degrees and my wife and child were in the car. My wife called Ford Roadside assistance where she spent more than an hour on the phone with the representative trying to figure out where exactly we were located in spite of the fact my wife was able to provide a hwy and exit number. Two hours later a tow truck showed up to tow my Expedition 49 miles to the closest Ford dealership in Gallup, New Mexico. Since it was now almost 8pm, the dealership service department was closed. The tow truck driver dropped my car off at the dealership and took me to Budget to rent a car. I was charged a $300 deposit and $91 for a one day car rental. I then drove my family to a hotel that cost $81 to stay the night. The next day I spoke with the service representative, Tony S., at Gurley Ford. After waiting all day to find out what was wrong with my car and when it might me repaired, Mr. S. informed me that the fuel pump was defective on my Expedition and he could not get another part there to fix it until at least August 25, 2009. At this point, my wife having already missed a day of work which cost us $1300 in her bonus and a day of vacation pay, I took her to the airport in Albuquerque, New Mexico to catch a plane home, which cost $249. Since I was not able to return the car I rented in Gallup, New Mexico in Texas, I dropped the rental car off in Albuquerque, where I had to pay a drop off fee of $129 and rented another car to drive home to Arlington, Texas. To rent the new car I was required to put down a $400 deposit and pay $296 for the days needed. On Tuesday August 25, 2009, I called to find out the status of my Expedition and when I could expect it to be ready. I was told at that time there were no fuel pumps in the entire country available to repair my car. After several days of arguing with the service manager, Todd A. informed me he I needed to come get the Expedition, there was nothing he could do for me, he was "Washing his hands of the situation." How I was supposed to "pick up" my car, I don't know. Not knowing what to do next, I called Don Davis Ford in Arlington, Texas, where I purchased the car and spoke with Larry M., the service manager. He arranged for me to have a rental car while he tried to locate a fuel pump. This was the first time anyone from Ford had been able to effectively help us.
Larry has gone out of his way to take care of me and my family and for that I am very thankful. After speaking with the owner of Gurley Ford in NM, Steve G., the service manager called me back to apologized for treating me so badly and said he would continue to look for a part. After being told repeatedly there were no fuel pumps in the country to fix my car and with no idea when it might be fixed, I sent an email on the Ford website. Two or three days later a representative, Melissa C. left a message that she was trying to reach me and left her number. I tried repeatedly to call her back and left numerous messages but I have yet to speak with her. Then a representative, Chris J. called and left a message on my wife's cell phone that the part necessary to repair my car would not be available until October 5, 2009. He would contact me in approximately 2-4 weeks. After two days of calling and asking to speak to the supervisor for Ms. C. or Mr. J., today, September 9, 2009 I finally spoke with Mr. J. who informed me that I could go pick my car up and there was nothing else he could do for me.
I must say, this experience has been an absolute nightmare. First, I purchase a $40,000 Eddie Bauer Expedition that can't even go a year without a major break down. Then when it does breakdown I take it to a Ford dealership service department that I trust to repair it and instead they don't want to either be bothered with it or uphold the warranty when it was purchased at a different dealership. Then the dealership Ford tows it to won't or can't fix it so they are "Washing their hands of it." Finally, three weeks after this nightmare all started with dozens of phone calls to a bunch of people that don't have the autonomy to do anything to help me, including the so-called customer service representatives that are unavailable to even return my calls. Now, my Expedition is supposedly repaired, but in the process of repairing the fuel pump the fuel filter had to be replaced and I am expected to pay for that as well. So, after all of my personal expense, inconvenience and overall mistreatment by Ford staff, literally across the country, I am expected to pay to fly, take a bus, or rent another car to pick up my Expedition. I realize given my experience over the last 3 weeks that this is futile, but I am listing the expenses I have incurred as a result of this situation. I would like to be reimbursed for part or all of the expenses listed below. Most of all, I believe the absolute least Ford can do to make this right is have my Expedition brought to me.
Expenses:
Comfort Inn (Gallup, NM) $81.30
Budget Rental #1 (rental, drop off fee and mileage): $284.02
Budget Rental #2 (rental): $296.00-67.62(amt refunded to us by Budget)= $228.38
Airfare (American Airlines): $249.10
Lost wages for my wife: $1840.00 (12 hour shift x $45=$540 + $1300 bonus loss for missing work)
**I am also expected to pay for a fuel filter that was replaced as a result of the fuel pump being defective and the filter is supposedly not covered under warranty. $69.00**
**If my car is not brought to me there will be as much as $300.00 more I have to pay.**
As a side note, I want the recipient of this letter at the highest level to understand that my wife and I are middle class people and purchasing this car was extravagant for us. So, if we are unable to answer the phone during business hours when your so-called customer service representative calls, it is because we are working. If we are unable to drop everything and put out more money to drive 876 miles the day you call us to get our car, it is because we are working. The people you advertise to and sell to are regular people just like me and my family. I think it is disgraceful how Ford has treated one of it's loyal customers.
I would like to end this letter by stating that I have been a loyal Ford owner for more than 12 years (Ford 150, Explorer, Ranger, and Expedition) not including a 1966 Mustang I was given when I was 16 years old. I have always believed in Ford and I know not all cars are without problems. What the company does when things go wrong tells the consumer a lot about the product as well as the company. I will be sending this letter on to as many people as necessary until someone listens and understands what I have been through and is willing to help me.
Sincerely,
JF
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