Frontier Ford - Santa Clara California Complaint - Poor Customer Service And Incompetent Advisors

Review by nicky.lee796 on 2011-04-21
I brought my 2008 Shelby Cobra in to have the clutch check. It was slipping, creeping and not engaging into gear. My usual mechanic suggested I take it to a ford dealership since there is a technical service bulletin (TSB)concerning the fly wheel and clutch in the 2007-2009 Shelby's.

Since Frontier ford in Santa Clara California was near by, I took it there. The service adviser wrote up the ticket and had my vehicle checked. I told him that I knew about the TSB.

A couple of hours later, the service adviser called and told me that my clutch is completely burned out. I asked if they had check the fly wheel, per the TSB. He said the fly wheel is "perfect". That the clutch failure was not due to the fly wheel. I asked again, if he looked at the fly wheel. He said "no". And added that it would cost me 4-5 labor hours to have it looked at, at the rate of $142.00 Per hour. I, was "shocked" ! He further stated that he could put a new clutch in using the same fly wheel and it would run fine. I was "shocked" again at this statement. I asked to see the service manager and was given the same song and dance.

It gets better ! The service manager told me that since I was only 6 days out of the 3yr/36k warranty, and the low mileage, (13k), he would call their "corporate" to see if they can work something out with me. He continues and said "corporate" takes in consideration, how many ford vehicles I purchased in the past. Again, I was "shocked" ! He added that my power train warranty 5yr/60k does not cover the clutch. He continues and gives me the same song and dance when I asked about the TSB on the fly wheel. He too said the flywheel would not cause the clutch to burn out!

At this moment a 3rd clown chimed in saying, "the fly wheel has the updated materials and cannot cause the clutch to burn out. I responded that you guys have not even looked at the fly wheel yet, how can you make that assumption? There was no response other than it would cost me the 4-5 labor hours.
I asked if you did a clutch job, would the flywheel be changed or at least re-surfaced? They said per our policy, we have to change the fly wheel.

To all ford Shelby owners! Are you "shocked" to hear about my experience? Can anyone tell me who to complain to...? I will start at the bureau of auto repairs, the Better Business Bureau, ford corporate and continue on..Need help to be heard and let folks know about the un-ethical business tactics at Frontier ford in Santa Clara California !

By the way, since April 14,2011 I have yet to hear from Frontier ford's corporate, on their special deal!!! I guess I didn't qualify !

Still proud owner of the Shelby, but very very disappointed with Frontier ford's business tactics !

Please help !!!!!!

Your Name:
(displayed with your comment)
Your E-mail:

Your Experience/Advice:
Check spelling

By clicking submit you agree that you have read and accept the Terms of Service & Privacy Policy.

Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.