Ford Motor Complaint - ISSUES OF FRAUD AND DECEPTION
HACKENSACK, NEW JERSEY -- We purchased a used 1998 FORD WINDSTAR with 27.5 K mi. from ALL-AMERICAN FORD of Hackensack, N.J. on 05/20/1999 during an 'ad mail' sales/trade-in promotion.
When we were completing the invoice interview, my wife and I clearly told the finance officer that we wanted the most complete extended service plan available to us for that vehicle, and were given a color brochure which supposedly represented that plan. Paperwork followed in the mail which showed a different name for the plan (Ford ESP BaseCARE) but all the items listed matched word for word what was on the brochure, so we believed we had the extent of coverage we wanted at the time of sale.
Not long after , we found the radio was not working properly and also the rear wiper motor , so we brought the vehicle in for warranty repair and it was fixed(fortunately that time !) Then we returned a little over a year later with problems with the engine surging and the air conditioning not responding and asked that those be fixed and that full routine maintenance be performed on the auto as we were planning to relocate in the near future. The service center had our vehicle for a period of almost four days (over a weekend) and when returned , the vehicle surged so badly the next day during my return home from work on a major highway (RT. 46 East , West Paterson, NJ) that I nearly got into a collision with another vehicle. The a/c also was still dysfunctioning and blowing cold then warm air continuously. I brought the vehicle back to ALL AMERICAN and they asserted arrogantly that it was repaired properly and that I required more service. They kept the vehicle overnight, and claimed that the service was not under warranty, and that they had to update
the powertrain computer. I was taken aback ... they also claimed to have fixed the a/c problem, but two weeks later same old story ...I then took the auto to another dealer PISTILLI FORD of Paramus, NJ where they fixed it once and for all and said that ALL AMERICAN should have done the job right the first time in the shop. I immediately put all repair charges from ALL-AMERICAN FORD
on my American Express platinum account into dispute. I also decided on a hunch to have the coolant , trans , and 4 wheel alignment re-inspected by a very reliable STRAUSS AUTO CENTER near my home in LODI , NJ. Their mechanics permitted me to stay with the auto while re-work was being done ; during the flush of the coolant system, the coolant removed was dirty and looked like it had never been changed ! The transmission fluid flushed looked the same : old and brownish, not the fresh cherry red syrup color of fresh fluid ! The alignment was out of specs enough to establish that the job may not have ever been done at all... and need I say more ? Yes. We then relocated to Pennsylvania and found ourselves in need of service on the WINDSTAR again .. the power locks on both front doors were not functioning right , the turn signals would not work unless the tilt steering column was jacked up to its highest 'uncomfortable' (school bus) position and even then they emitted a buzzing electrical short sound complete with a bit of smoke ! The wiper washer
in front would not work at all, neither the wiper delay.. Plus, there was a knocking sound coming from beneath the front when we were doing slow parking manuevers and turns. So there we were again. We brought the car to RAY PRICE STROUD FORD in Stroudsburg for inspection and service on Monday 06-11-01 and were told that afternoon that we needed both struts replaced , the multi-function switch replaced and the door actuators replaced , plus welding of a crack in the sub-frame of the auto and that NOTHING WAS COVERED UNDER WARRANTY according to their parts data base for our extended service plan , but were covered under two other plans available to FORD owners. It was then we realized that we were not given the plan we ordered at the time of sale but we also decided to call their (800) # and speak with a Customer Service rep . She agreed that we should have been told about all plans available , and that we likely had been undersold the 'cut-rate' plan. I got her and the service advisor from RAY PRICE STROUD FORD to agree that the struts were in fact a covered item and they did that replacement under warranty. They denied warranty coverage for replacement parts for the turn signal/wiper delay problems and for the door lock problems. I tried to seek restitution through FORD's executive offices but the administrative assistants would not offer us any
remuneration or refund.
To help keep me as a potential future customer, I would like the following:
We are seeking compensation in the amount of $1700.00 which covers work that should have been under the proper warranty and services from ALL-AMERICAN which were never done and had to be re-done. We feel that ALL AMERICAN FORD-
520 RIVER ST.,Hackensack N.J. is chiefly responsible for this gross neglect in
1)failing to give us the plan we asked for
2)failing to adhere to professional service ethics by not doing the work we paid them for
3)by not giving us the plan we needed , putting us in a bind to receive future repairs needed for the vehicle under warranty
If there is to be a resolve, it should be full monetary compensation in the amount of $ 1700.00, plus(if possible)an upgrade to the desired extended service plan we asked for initially , and any cost differences for that upgrade to be covered in full by ALL-AMERICAN FORD of HACKENSACK, NJ
At the very least I would like a response from your company regarding this incident.