Sarah Qye

WHAT DO VOLKSWAGEN & FORD HAVE IN COMMON?

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The following is what I consider an interesting story that exposes some failings within the Ford Worldwide organisation.If, after reading this story, you would like further details please feel free to contact me either by email: keith.ross@***.fr or phone 00335********.RegardsKeith Ross34 rue de la Tuilerie 33390 BersonFranceWHAT DO VOLKSWAGEN & FORD HAVE IN COMMON?

THEY BOTH TELL LIES

The following are some of the words I have used to describe Ford since buying a Mondoe (Fusion) Titanium eight months ago, I have used other words but they are not for publication: -

Deceit – The action or practice of deceiving someone by concealing or misrepresenting the truth (1).

Lie – An intentional false statement (2).

Incompetence – Inability to do something successfully; ineptitude (3).

Arrogant – Having or reveling an exaggerated sense of one’s own importance or abilities (4).

(All as defined by Oxford Dictionaries)

All or many of these words can be applied to people at Ford, from the very top to the very bottom of the Ford structure – you read this story and make your own decision.

WILLIAM CLAY FORD Jr Executive Chairman Ford Motor Company –

A Comment attributed to Mr. Ford –

"I think the world is filled with so much hype and PR bull. Frankly, it all comes out in the end. Good or bad, I’d rather just let our accomplishments really speak for themselves. William Clay Ford, Jr."

Is Ford also full of so much hype and PR bull???? (Read this story and make your own decision).

"I want us to be a company that makes a difference in people’s lives; one that delights its customers, rewards its shareholders and makes the world a better place" he says. "To do that we are focused on delivering desirable products, a competitive cost structure and a sustainable business model."

Ford has certainly made a difference in my life, all through my life the car I have owned has always been very much part of my life and an enjoyment, right from the very first mini I bought in 1964, through many makes and models. This has changed drastically since buying this Ford Mondeo, now I feel that I simply own a piece of metal that will hopefully get me from A to B!

Contact Our Board.

You may send communications to our Directors, including any concerns regarding Ford Motor Company’s accounting, internal controls, auditing or other matters, to the following address:

Board of Directors

Ford Motor Company

P.O. Box 685

Dearborn, MI 48126-****

U.S.A.

Responses will be sent to those that include a return address, as appropriate.

I have written to a member of the Board as above, in fact twice BUT I have not received the courtesy of an acknowledgement let alone a full response.

JAMES D. FARLEY Jr. Chairman & CEO Ford Europe, EVP & President, Europe, Middle East & Africa.

"So let me be absolutely clear we do not deliberately mislead the public.There is nothing more valuable to Ford than our reputation for operating ethically and legally.

As a valued dealer partner, you can be proud to represent a company that is committed to doing business the right way. You can be assured that we will continue to accelerate our progress on building a vibrant, exciting and successful brand in Europe whilst maintaining the highest standards".

I also wrote to James Farley on two occasions BUT I have never received the courtesy of an acknowledgement let alone a full response. This attitude seems to be the same throughout Ford.

A senior Director of Ford UK told me that James Farley’s office was informed of the problems I have experienced; the lies I was told by a "valued dealer partner" BUT no reaction from James Farley!

The main Ford dealership, where I bought the Mondeo, GAP Automotive, lied, were deceitful, incompetent and very arrogant.

The car they provided should not have left the garage in its condition, they lied to me about the recall, this was confirmed to me by Ford France.

The contract they asked me to sign was far from professional or complete and was probably not a legal document.

GAP Automotive is part of Groupe Parot which claims to be one of the major players in the automotive, truck and van supply and service in southwest France.

The problems I experienced were brought to the attention of Alain Parot, the founder and President of the Group but it would appear that he doesn’t have the courage, professionalism or courtesy to respond. I have even asked Ford France to intervene and ask him to respond but they claim they have no control over him – even though I was told that dealers are provided with incentives or penalized by the service they provide.

I wonder which was applied by Ford France in these circumstances??

I will close by referring back to the words of William Clay Ford Jr – I think the world is filled with so much hype and PR bull.

After reading this story please make up your own mind if Ford are full of so much hype and PR bull. If the same attitude runs throughout Ford from the top to the bottom?

Or is Ford just another organization that only considers the bottom line and not the people who contribute to that bottom line?

FORD MONDEO (Fusion)

DateActionCommentsEarly septI searched the internet for a MondeoMid Sept I found a near new Mondeo at Groupe Parot 23.9.2015I received an email from Clement Charbonnet at Groupe ParotHe had a demonstration model available. I decided not to proceed because I would

have to wait 3 months for the car and it was too expensive for a used car and my

offer was not accepted.29.9.2015A French friend who actually was a Ford main agent 10 years ago

spoke with Clement about buying a new Mondeo.

A quote was sent to me by Clement.

I accepted the quote and asked for photos of the car.

29.9.2015Received an email from Clement asking to make an appointment

to sign the contract and pay the money for the car.

29.9.2015I said that it was not practical to drive a round trip of 280kms just

to sign a contract and could he send it to me by ordinary mail

for signature. I would not send all the money now but would pay a

deposit.

29.9.2015Received an email with an attachment, the contract.Why was this emailed? The contract was not acceptable because words were missing

from the edge of the document, wasn't scanned correctly. I would not sign such a

document.30.9.2015I sent by bank transfer 5,000€ as a deposit and said the contract

could be signed when I received a copy by mail or at the point of

sale.

30.9.2015Emailed evidence to Clement of the transfer and asking for this to be

acknowledged.

1.10.2015Emailed Clement asking for confirmation that the deposit had been Why should I be chasing?

received.

2.10.2015I emailed Clement as I had not heard from him and asked if he hadIs this a good service?

sent the contract for signature and asked for responses to my

recent emails. Asked if he wanted to sell the car?

If not to return the deposit.

3.10.2015I then received an email from a Nicolas Saumande saying the WHY NOTHING FROM CLEMENT?

deposit had been received and the car would be ready for collection

on the morning of Saturday 10 October 2015 and to ensure the

balance of 20,000€ was paid by no later than Friday 9.10.2015.

3.10.2015I sent an email to Nicholas thanking for his help and confirmation of

receipt of the deposit. I asked when they had actually received the

deposit and then I would know how long it took to transfer money.

Confirmed that I would be there at 9.30 Saturday 10.9.2015

6.10.2015I emailed Nicholas asking for the list of requirements for collection

of the car as I had lost the original.

6.10.2015Nicholas emailed requirements

6.10.2015I emailed a copy of my passport and an electricity bill

7.10.2015Because of the way my French bank works I could not send one

payment of 20,000€. I could only send amounts of 5,000€ and a

maximum of 10,000€ per day. So I sent 2 amounts of 5,000€ today

8.10.2015Two further amounts of 5,000€ were sent today, and I asked forNever received confirmation of receipt of the money.

Nicholas to confirm receipt of the 20,000€

10.10.2015I picked up the car at 9.30 but very disappointed at the level of The car had been left out in the open and was soaking wet, not looking so good. WHY NOT IN THE SHOWROOM?

service.The person who showed me how the Mondeo worked did not know that much! I had to show him how the computer worked.

My French friend had asked and Nicholas agreed that I would have a full tank of

diesel - NO but they did accept that this was agreed and they filled up the tank.

The contract they provided was the same as the one they emailed me - words not

complete at each edge, I signed the document as I wanted the car but I don't think

document was legal.10.10.2015I had a very pleasant 140 kms drive home.

10.10.2015I realised that I had not been given a copy of the contract and NEVER RECEIVED A REPLY!!!

the provisional government authority and I emailed Nicholas asking

for these and any other items that may have been

left in my previous car to be sent to me.

12.10.2015I received an email from Christelle Maugret - Groupe-Parot saying

that there was a recall on my car!

12.10.2015I emailed and telephoned Christelle asking what the problem was andNEVER RECEIVED A SATISFACTORY REPLY!!!

when was the notice received by the garage regarding this recall

13/14.10.2015I contacted Ford France, Ford UK & Ford USA to find out why & when the recallNO ONE COULD OR WOULD PROVIDE ME WITH THE INFORMATION - SIMPLY -

was issued.CONTACT THE GARAGE - THE ONE THAT WOULD NOT ANSWER ME - IS THIS CUSTOMER SERVICE?15/20.10.2015I read with interest on the internet of the appointment of Jim Farley as

the Chairman and Chief Executive of Ford Europe.

Having read such statements as: Farley will be responsible for achieving

profitable growth in Europe. I felt it appropriate to contact Jim Farley

for his help and advice.

I contacted Ford France, Ford UK & Ford USA to find the communication

details of the HQ of Ford in Europe.

Again NONE could or would provide this information.IS THIS CUSTOMER SERVICE?19.10.2015I researched information about the corporate office of Ford in Detroit.

I was very interested to read such comments from William Clay Ford Jr

as - "I want us to be a company that makes a difference in people's lives;

one that delights its customers, rewards its shareholders and makes the

world a better place." He also said "To do that we are focused on

delivering desirable products, a competitive cost structure and a

sustainable business model".

I also read such comments as: "Ford Motor Company will acknowledge

receipt of ALL communications sent to the address above that disclose

a return address.

20.10.2015I wrote a letter to Mr William Clay Ford Jr Executive Chairman FordNEVER RECEIVED A REPLY!!!

Motor Company raising many issues and asking for his assistance.

21.10.2015I discovered the web site FordEtis which provides assistance to main Ford

Dealers and other garages that service Fords. I input the VIN number for

my car and discovered the primary features.

I also discovered the Outstanding Field Service Actions: 15U29 - MondeoI at least found out the reason for the recall - why couldn't Ford do the same?

steering Column Wiring Chafe.Was this outstanding when the car was sold to me?

I then clicked on Vehicle Software and discovered a very long list ofThe outstanding software changes and updates, should have been resolved before I collected the car?

Changes and Updates that maybe be appropriate to my car.

I also saw that there are Check Sheets for vehicle Pre-Delivery Inspection.Was this ever completed and what are the results? Should I have received a copy?21.10.2015I took my Mondeo to a main Ford dealer - Ford Garage de l'Europe AgentI was told that they did not know or did not want to know about the recall - Service??

168 rue Nationale, 33240 Saint Andre de Cubzac.They told me I could go to GAP automotive 1-3 route de Jourdan 33500 Arveyres, some 30

I drove to Arveyres, which is part of the Group where I bought the car,kms further.

they were aware of the recall and said they would order the part and call

me for an appointment so that this could be resolved.

28.10.2015I had an appointment with Ford Arveyres to have the problem resolved.

This was carried out efficiently, I did ask about the outstanding software

changes and updates - I received a blank look and nothing was said!!

I did talk with a Nicolas Mathieu - in sales and he was very helpful, I

explained about the contract and not receiving a copy and the original I

signed was invalid because words were missing, he resolved this problem

immediately and provided a full copy. He also provided a form that was

completed 2.3.2015 - was this the pre-delivery inspection report, if so

it was carried out some 7 months before the sale, is this correct?

30.10.2015The Lane Assistance stopped working.Is this because the software had not been updated?1.11.2015I sent a registered delivery letter to M Alain Parot - the Founder and

President of the parent group - Groupe Parot, regarding the problems NEVER EVER RECEIVED A RESPONSE.

I have experienced - I await his response.

8.11.2015I have noticed that on the web site FordEtis that the No CampaignI assume someone has amended the website but it still says that the car needs to be registered why?

Message(s) found has been amended.Also are the software matters still outstanding?16.11.2015I received a phone call from a M Pierrot at group Parot.Unfortunately I could not understand him so asked him to phone my French friend who had spoken at the outset16.11.2015M Pierrot phoned Bernard and explained he was phoning in response toWhy phone when a letter had been written?

my letter to M Parot, he provided answered and Bernard emailed hisThe information given was not acceptable, such as the check list is not available to clients - why not??

comments to me.He stated that the recall notice was issued by Ford on 12.10.2105 - this I believe to be incorrect and a lie.17.11.2015I received a phone call from Bernard saying M Pierrot wanted to meet

and discuss the problems. Bernard asked me to contact M Pierrot to

determine when I would be available for a meeting in Libourne.

17.11.2015I emailed M Pierrot and said I would be available on Monday 23.11.2015

at 12.00 for 2 hours.

19.11.2015I emailed m Pierrot and asked if the meeting was on as I had not heard

from him.

19.11.2015Received an email from M Pierrot - yes the meeting is on.

19.11.2015I received a copy of a Pre-Delivery Inspection from a contact in the UKI note on this form it says "Outstanding Field Service Actions - Please ensure they are completed"

This is further evidence that this was not completed.20.11.2015I received information from a Ford main dealer in the UK that the recallSo if this is correct is the dealer here in France telling me the truth?

notice was published on 30.9.2015, some 11 days before I collected the

car!

22.11.2015Letter to Mr Ford as I have not received a response to my letter dated NEVER RECEIVED A RESPONSE.

20.10.2015.

23.11.2015Meeting with Patrick Pierrot Director Groupe Parot & Nicolas Mathieu ofAt first they were very protective but then started to explain, the first person I dealt with left the company, the

GAP Automotive Libourne.person who took over made mistakes - not having the car in the showroom, not responding to emails etc., asking me

to sign an incomplete contract. They should have provided a copy of the recall notice from Ford. They still say they

did not know about it till 12.10.2015 even though Ford UK said it was issued 30.9.2015, maybe poor

administration on the part of Groupe Parot. - WOULD SOMEONE FROM FORD CONFIRM THE DATE.

They say that it is only necessary to carry out the pre delivery test when they receive the car and NOT when the client

takes the car???? - they provided a copy of a report from 3.2015

They also said no need to check and update software etc. until something goes wrong!!!!

They have agreed to take the car to resolve a problem with the tailgate and also update everything. The appointment

was arranged for 2.12.2015, this would indicate that they should have completed this before I took the car.2.12.2015Appointment with Gap Automotive Libourne to resolve the problem withThe problem was resolved within 40 minutes but did not disclose what the problem was and what was done to

the tailgate lock.resolve the problem. And no action taken regarding updating the computer.3.12.2015I emailed Nicolas Mathieu at Gap Automotive and asked what was doneAs at 9.12.2015 no answer - WILL NEVER TAKE MY CAR TO ANY GARAGE WITHIN THE PAROT GROUP.

to resolve the tailgate problem.

15.12.2015As I had not received a response from Mr William Clay Ford Jr I telephonedFord really has so much to learn about providing a service to their clients - the ones who pay them money!

Ford USA 001 31* 322 **** but they could not tell me if the letters had Especially when you see comments such as FORD MOTOR COMPANY WILL ACKNOWLEDGE RECEIPT OF ALL

been received and could not provide me with contact details for the COMMUNICATIONS SENT TO THE ADDRESS ABOVE THAT DISCLOSE A RETURN ADDRESS and I WANT US TO BE A

Executive office in Dearbon other than the PO Box address to which I hadCOMPANY THAT MAKES A DIFFERENCE IN PEOPLE'S LIVES, ONE THAT DELIGHTS ITS CUSTOMERS, REWARDS ITS

already written. I asked for the address for Ford Europe but again all theySHAREHOLDERS AND MAKES THE WORLD A BETTER PLACE.

gave me was details of Ford Germany.

16.12.2015Letter to Jim Farley as the Chairman and Chief Executive Officer of Ford NEVER RECEIVED A REPLY!!!

Europe AG asking for his assistance.

18.1.2016As I had not received any response from either William Clay Ford nor JimI expressed my disappointment in them as individuals and Ford as a company, I enclosed a statement made by Sam

Farley I wrote to them both again.Walton founder of Walmart which I felt was very appropriate. I also indicated my next course of action.21.1.2016I received an email from Stuart Brooks Director, Service EngineeringThis is the very first time anyone from Ford had acknowledged the problems.

Operations UK, he acknowledge receipt of my letters to William Clay Ford

& Jim Farley and apologised for the lack of response. He had asked

Customer Assistance Centre Paris to investigate and provide a detailed

response.

21.1.2016I emailed Mr Brooks acknowledging his email and I await further

communications from Ford.

22.1.2016I emailed Mr Brooks and suggested he may not have seen the letters I wrote

to William Clay Ford & Jim Farley dated 16.1.2016, I stated that I would not

take any further action until I had received his response.

22.1.2016Email from Mr Brooks he had only seen the original letters and not those I

sent on 16.1.2016 and he would be grateful for copies of any other letters.

22.1.2016I emailed copies of the letters dated 16.1.2016 to Mr Brooks.

22.1.2016I received a telephone call from Mr Brooks apologising for not receiving any

communications from Ford. It was a very pleasant conversation and he will

ensure I receive a full response.NEVER RECEIVED A RESPONSE.22.1.2016I emailed Mr Brooks to thank him for taking the time to call me, it was

much appreciated.

22.1.2016I received an email from Mr Brooks saying he valued the opportunity to

learn of my experience and that he has informed Mr Farley's office and

will follow up with his colleagues in Paris.

27.1.2016I received two phone calls from representatives of Ford in Paris but it was

very evident that they did not know the full story at all and they needed

to read the full account to formulate a constructive response.

27.1.2016I telephoned Mr Brooks to make him aware of the phone calls, he was notThese phone calls were made without knowing the full experience - why?

available but a very pleasant woman took details and said she would pass

them onto Mr Brooks.

28.1.2016I noticed Mr Brooks had looked at my entry on Linkedin but unfortunately

I had not fully completed my profile, so I emailed my old CV to Mr Brooks

so he would a little more about Keith Ross.

28.1.2016Email from Mr Brooks acknowledging my email and said he was waiting for

an update from his colleagues in France.

28.1.2016I received a phone call from Suzanne of Ford France, she was asking howNever received an email from "Suzanne" maybe this was overtaken by the call from Stephane Cuffaut Customer

could Ford France retrieve my confidence in Ford. I asked if she had read Experience Manager

the full account of my experience - no, I suggested that it would be

beneficial if she did and offered to email her a copy, she would email me

so I would have her email address and then I would sent a copy. She did

offer to increase the warranty period from 2 years to 5 years.

28.1.2016I received a phone call from a gentleman who wanted to help resolve theIt was Stephane Cuffaut Customer Experience Manager

matter, I explained verbally the main problems regarding Ford France,

again I asked had he read the full account - no. So I said I would email him

the document if he would email me so I had his correct name and email

address.

28.1.2016Received an email from Stuart Brooks saying he tried to call me but no Excellent service but did this mean that the garage had not updated the system before I collected the car?

answer, told me he had contacted their Ford France Customer Experience

Manager asking him to contact me. Also he had arranged for the latest

navigation system SD card to be sent to me.

28.1.2016I emailed Stuart and said sorry I missed him and thanked him for arranging

for the SD card to be sent. Also told him about the call from Suzanne and

what she offered.

28.1.2016I received an email from Stephane Cuffaut acknowledging our phone THIS IS THE FIRST TIME THAT FORD FRANCE ACCEPTED THAT THE RECALL WAS ISSUED BEFORE THE 10.10.2015

conversation and apologising for the problems with the dealer.THE GARAGE HAD LIED!

He confirmed that the recall was issued 30.9.2015 and should have been

rectified by the garage before I picked the car up.

28.1.2016I emailed Stephane thanking him for his email and confirming what I already

knew in that the recall notice was issued 30.9.2015. I attached a copy of the

précis and asked for his comments, regarding Ford in France, after he had

read the document.

29.1.2016I emailed Stephane and asked him, 1 - to explain the comments in the

Section headed Downtime Management on FordEtis and 2 - where was the

car built and where was it from 12.2.2015 to 10.10.2015.

29.1.12016Received an email from Stephane the wording is confusing, my car is

registered but he would ask for the wording to be removed or rephrased.

29.1.2016I emailed Stephane and thanked him for the info but could he reply to part

2 of my previous email.

1.2.2016Received an email from Charlie Fox Recall Program Coordinator telling me

SD card is on its way and provided info to track the parcel.

1.2.2016I emailed Charlie and thanked him.

1.2.2016SD card arrived. Emailed Stuart to say thanks.The new card was reference F5 the card removed was F3 - when was F3 issued and when was F4 issued.1.2.2016Emailed Stuart and asked when F3 and F4 cards were issued.

1.2.2016Received an email from Stuart, F3 issued 29.9.2014 & F4 issued 16.6.2016.When I received the car there was an out of date SD F3 card in the car, should have been replaced with F41.2.2016Emailed Stuart and thanked him for the information.

4.2.2016Email from Stephane not able to answer beyond Ford France but highlightingWhy didn't he read my previous email where I asked for his comments ONLY relating to Ford France!!

3 functions that I discovered to be at fault. Hope this meets my expectations.

4.2.2016I emailed Stephane asked him to read my previous email where I only wanted

comments on Ford France and he has not tackled the problems and

inconvenience I have experienced. Asked him to consider compensation

beyond that already offered - free check on my car & 5 year warranty.

4.2.2016Email from Stephane dealers are incentive/penalized by the service theyWhat did Ford do on this occasion?

provide and the Parot group will receive what is appropriate.

Offered, on top of what has already been offered, 3 years free service.

4.2.2016I emailed accepting: 5 year warranty, 3 years free maintenance which would

include 3 annual services, car to be checked and letter of apology from Mr Parot.

4.2.2016Email from Stephane confirming the 3 main points and that Ann-Lise Suzanne

will liaise with me and he will ask Mr Parot to write to me.

5.2.2016I emailed Stephane thanking him and asking him to respond to the two

outstanding points on where the car was manufactured and where was it

between 12.2.2015 and 10.10.2015

5.2.2016Email from Stephane built in Valencia and delivered to dealer 2.3.2015.So car was 8 months old when I bought it as a new car.5.2.2015I emailed Stephane and thanked him for the info.

8.2.2016Received an email from Anne-Lise Suzanne, confirming 5 year warranty andCertainly didn't read in full the précis I sent.

3 year service free. And she trying to arrange an appointment at the garage

in St Andre de Cubzac!!!!!!!!!!!!!!!!!!!!

8.2.2016I emailed Stephane, copying him on the email I received from Suzanne, askingWhat can I say????

them to read the précis and specially the comments I made for 21.10.2015

regarding Ford Garage de l'Europe. I would prefer Groupe Palau or Montendre.

Sorry I could not reply to Suzanne because the email was a no reply email!!!

9.2.2016Received an email from Isabelle Sarhdaoui she had contacted HQ of Palau Bruges

provisional appointment for Wednesday 17.2.2016 at 09.00, to let her know if

this is acceptable.

9.2.2016I emailed Isabelle thanked her but difficult for me at 09.00 but OK for 11.00,

could she confirm 11.00 OK for 17.2.2016 and also that Palau provide me with a

written report on what they check and what they find.

11.2.2016Received an email confirming the appointment at 11.00 on 17.2.2016.

11.2.2016I emailed a thanks

17.2.2016Appointment at Palau at Bruges at 11.00 I arrived at 10.30 and a friendlyWHAT'S THE MATTER WITH FRANCE???? Why should I have to pay a 1000€ deposit and pay for fuel when the problem

mechanic took the car and said it would be about an hour, so I waited in theis Ford's?????????????? If the original garage had done the job properly I would not have to waste my time.

waiting room. At 11.40 I was told that there is a problem with the car and it will

be necessary to keep the car until tomorrow - not a serious problem. I signed

for a Fiesta had to pay a 1000,€ deposit!!!!!!!!!!!!!! And told I would have to pay

for fuel.!!!!!!!!!!!!!!!!!

18.2.2016I received a telephone call from Isabelle telling me that the Director of Palau

Bruges knows that there is no cost to me. Once I have the car back and all is OK

she will write to me confirming the agreement.

18.2.2016Nothing heard from Palau Bruges, so emailed Isabelle at 15.24Customer Service?????18.2.201616.57 Not heard from Isabelle, so phoned her, she had been in meetings but

would phone Palau Bruges and find out what is happening.

18.2.201617.11 Isabelle phoned me, Palau wants to test drive the car tomorrow morning,Why oh why couldn't the garage phone me - Does anyone know about Customer Service????

so the car will be available late morning. I said I had a delivery in the morning

so would pick the car up at 14.00, she would relay this to the garage tomorrow

morning.

18.2.2016Email from Stuart Brooks he is also having difficulty understanding why this has notNot sure this actually happened.

been progressed as you might expect. He is in the background and will continue to

maintain an active role in bringing this complaint to a satisfactory conclusion.

18.2.2016I emailed back to Stuart thanking him for his email and being in the background and

maybe this exercise could be used as an education tool.

19.2.2016Received a phone call from Palau Bruges car is ready, will collect at 14.00

19.2.2016Picked up the car and the report, which was handwritten and didn’t really explain

the full problem and solution.

19.2.2016Emailed Isabelle stating I had collected the car and I asked her a few questions.

19.2.2016Received a phone call from Isabelle, she received my email but is going on HolidayGood service letting me know her situation.

for a week - no problem deal with my email on her return. Explained about the

service - can't be for 3 years as this would only mean 1 service. No it is 3 services.

24.2.2016I emailed Stuart Brooks with a copy of the report stating I did not feel this was what

should have been issued and was unprofessional.

24.2.2016Stuart responded to my email and asked if the dealer had provided me with his own

summary of what was checked and found.

24.2.2016I responded that he had received a copy of everything I had received from the garage

- so the answer is NO. I said I did not think it would be beneficial progressing this

matter with the garage any further but I had raised a couple of questions with

Isabelle.

27.2.2016I sent an urgent email to Isabelle, Stephane and Stuart, because my car failed to start

and there was a warning sign that appeared on the dashboard. What action do

they recommend?

28.2.2016I received a response from Stuart who was in Shanghai, saying that the warning

was unknown to him but should contact garage Palau. Isabelle and Stephane were

out of the office for a period.

29.2.2016 I sent a copy of the warning sign to Isabelle & Stephane and a copy to Stuart so

that they were aware of the problem.

29.2.2016I received an email from Isabelle saying that she had contacted M. Daupagne a

Director at Palau Bruges and he would contact his technical team and come back to

Isabelle.

29.2.2016I received an email from Isabelle confirming an appointment at Palau Bruges on

Wednesday 2.3.2016 at 11.00.

2.3.2016I arrived at Palau Bruges at 10.45 for an appointment, according to Isabelle, at 11.00More total incompetency and why didn't the mechanic at least put the car on the computer to see if everything was

I was promptly told that there was NO appointment!!in order?

The woman was very helpful and phoned Paris to speak to Isabelle but she was not

in the office that day. She tried to contact M. Daupagne, a director of Palau Bruges

but he was not available. Finally she contact the mechanic who serviced my car the

in February. He told me there was nothing he could do and if it happened again to

contact the garage or 080000****.

2.3.2016I emailed Isabelle and told her about the farce of the appointment. I asked her to

consider ALL the lies , deceit and incompetence I have endured and made comments

about what is available as standard from their competitors and the reductions that

are available in the UK AND France and asked to reconsider her offer.

4.3.2016Received an email from Isabelle saying she was sorry and surprised, she had

contacted the garage and said that despite the warning light the "trained"

technical team said the dealer had fully checked the car and confirmed that thereHOW CAN THEY SAY THIS WHEN THEY DIDN'T EVEN LOOK AT MY CAR AFTER THE WARNING LIGHT APPEARED????

are no issues. She again offered warranty extension + 3 years or 100,000 kms and

a Ford Maintenance contract for this period.WHAT DOES THIS MEAN?4.3.2016I emailed Isabelle and said I did not feel the compensation did not cover

my concerns over the deceit, lies and the mistakes made and asked her to

reconsider her offer.

5.3.2016I emailed Isabelle and asked the following:-

When the warning light comes on, what does that exactly indicate as problems?Her answer: This light comes on when Powertrain Control Module detects a possible issue with the engine management

Sounds as if this could be very serious!

What should an owner do exactly if warning appears?Her answer: In This case the owner manual says to contact a dealer for further investigation. I also read this and contacted her but

to no avail.

What exactly should the garage do to investigate the potential problems?Her answer: The very first thing the dealer HAS TO DO is to confirm the concern. Once he can confirm or reproduce the

concern, further diagnostic can be provided.

If not the dealer may invite you to continue using your vehicle until the next warning light appears. In this case it would be

useful to keep the engine running.

THE GARAGE DIDN'T EVEN LOOK AT MY CAR AND HOW DO YOU KEEP THE CAR RUNNING WHEN THE FAULT IS THAT THE

CAR WON'T START?????

Finally she said she was really sorry about my point of view regarding the goodwill

according to me.

For my information the price of the warranty extension and Ford maintenanceSO ALL THE LIES, DECEIT AND INCOMPETENCE IS ONLY WORTH 2045€ TO MAINTAIN THEIR REPUTATION!!!

Contract is 2045€ So can't reconsider their offer.

And I had to finalise this matter before my vehicle is 6 months old and had not OPEN THREAT

covered more than 10,000 kms

8.3.2016I emailed Isabelle and said that her email really didn't cover all the matters I raised.

Would she kindly respond to my email dated 19.2.2016.

With regards to the offer I will accept this offer but the offer needs to be made

officially on their headed paper and contain the reasons for the gesture and explain

how the free servicing agreement will work and the which garages will it apply.

I also asked if I would receive a letter of apology from M. Alain Parot of Groupe

Parot.

9.3.2016I received an invitation from Parot Automotive to pay for an additional serviceThey must be joking, this just indicates the incompetence of the Group, I would never take my car to them.

agreement.

21.3.2016I emailed Isabelle asking for a response to my email of 8.3.2016More poor service.22.3.2016I received an email from Isabelle stating that they could not provide me with theMORE OF A COVER UP!

information I had requested - not available to the public!

22.3.2016I emailed Stuart Brooks and asked if he agreed with the email from Isabelle.NEVER RECEIVED A RESPONSE - SO MUCH FOR KEEPING AN EYE ON THINGS BEHIND THE SCENES!22.3.2016I received an emailed official letter regarding the offer of compensation.

It also asked me to contact M. Daupagne to arrange an appointment.

22.3.2016I emailed Isabelle because the letter did not explain what was on offer in full and didAgain poor service.

not mention the extended warranty.

24.3 2016I received an email from Isabelle with answers I raised in my email dated 22.3.2016.

24.3.2016I emailed Isabelle and said I would contact M. Daupagne, I also asked if I would

receive a document relating to the extended warranty.

24.3.2016Received an email from Isabelle explaining the extension was included in her letter.I missed that.24.3.2016I emailed Isabelle asking if the extended warranty was worldwide.

25.3.2016Received an email from Isabelle, when I have signed the extended warranty

agreement at Palau Bruges they will register this on FordEtis so all garages will be

aware of the agreement.

29.3.2016 I asked my French friend, the one who use to own a Ford dealership, to contact

M. Daupagne to arrange an appointment. He phoned but M. Daupagne was not

available all day.

30.3.2016My friend heard from M. Daupagne, he had received letters from Ford France

regarding the Service Agreement and Extended Warranty and would contact my

friend regarding an appointment.

4.4.2016I received an email from Maryes Reignoux at Palau Bruges asking for a copy of my

Carte Grise and the exact number of kms the car has done, no mention of an

appointment.

4.4 2016I emailed Maryes with a copy of the Carte Grise and confirmed the kms as 6406 and

stated that ALL matters had to be completed by 10.4.2016 as this is when the car is

6 months old and then would be outside of the time limit placed on this matter by

Ford.

7.4.2016I received an email from Maryse stating that both Contracts where available to sign.

7.4.2016I emailed Maryse stating that I would be at the garage at 10.30 that Saturday.

8.4.2016I received an email from Maryse saying that no admin staff would be available onDoes this mean that the sales staff are not competent enough to ensure the contracts are signed correctly???

Saturday.

8.4.2016Luckily I had to go to the airport to pick up some friends and I was able to do a

detour on my return to sign the contracts.

13,4,2016 I sent a recorded delivery letter to Mr. Brooks stating that as a courtesy I wanted to informNo response from Ford

him that because of the failure of Ford in the USA, Ford HQ in Germany and Ford France,

I will continue with the exercise of mailing my story to the editors of newspapers & motor

magazines in all the English speaking countries where Fords are sold.

17.4.2016The letter was received in the UK.

View full review
Loss:
$5000
Cons:
  • Ford customer service
  • False information
  • Ford customer care and warranty handling
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

Wow Ford must just love you. No offense but you sound like a big pain in the ***

Bruce S Fgw

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Navagation can not update MAPS

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

Before buying this Taurus I had owned 3 other Fords and an F-150. Had some problems

but nothing out of the ordinary.

I bought this 2017 Taurus because I liked the car and

most of all liked the navigation system. Well that all changed when I tried to get the

nav system maps updated so I could actually use it. I was told by Ford that Ford did not

update the maps contact the manufacturer of the nav system for updates. Called the

manufacturer of the nav system and was told to contact Ford.

For 3 years now I have had

a nav system that was TOTALLY worthless. Contacted the sales man who sold me the

car and was told " We can not help just use your smart phone that is what we do". Now

I am being told that Ford might have an update but that I will have to pay for it. My

factory warranty is still in effect.

Why should I have to pay for something 3 years

later ? I have liked and recommended Ford but I will NOT be buying another Ford

and will definitely NOT be recommend Ford because of this. Is this the way Ford has

decided to treat loyal customers.

So my wife and I can use a nav system I went out and

bought one from Best Buy because taking my car on trips was a crap shoot on wither

or not I would get good and accurate info. NO HELP AT ALL FROM FORD

View full review
Loss:
$500
Pros:
  • Great product except for nav system
Reason of review:
Access/ activation issues

Preferred solution: fix the map updates and at no charge

Xandria M

Ford Focus clutch problems

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My 2013 Ford Focus is a lemon!! At least 4 times going on number 5...transmission problems! Car shutters, hesitates, doesn't move! I stuck with Ford, payed my car off!! Now my cars transmission is doing same thing and Ford will not fix my clutch!!! Don't do business with Ford!!!
View full review
Loss:
$24000
Cons:
  • Fords inability to fix their cars
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Wendy L Sie

2018 Convertible Munstang Quarter Panel on National Back Order/

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I have been waiting for a quarter panel that is needed is in national back order about 3 months, very disappointing when Ford is an American company that parts are made here in US. I tried to contact your customer service and opened a case 2400**** when I spoke to Joy she enter wrong information my car isn't at Greenway Ford is being fix by Gerber Collision and Glass.I called back to follow up with you customer service department and Terry hanged up on me saying I gave them wrong information, I tried to explain and nothing. Called again I spoke to Brandon nothing I'm so aggravated with this situation and the poor customer service. My car is paid off I need my car. Customer service is horrible I believe is out of the country, so disappointed with this situation.
View full review
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Culis K

Truck in shop-for repair of same problem-5 times

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F-150, 2013, been in and out of shop 5 times since July. Repair to same issue each time. Fix last 0-several days. Same engine code being seen each time. My problem is why can't Ford and the dealer utilize similar repair data from other dealers!! I have lost use of my truck for at least four weeks.
View full review
Pros:
  • I liked the truck very much until ford couldnt fix it
Cons:
  • Vehicle quality
  • Lack of communication
Reason of review:
Poor customer service
Shauntae A
map-marker Township 1 Charlotte, North Carolina

2014 Ford Fusion engine DEAD

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To whom it may concern: My name is Shauntae Parker. I reside in Charlotte NC. 2 years ago, I bought a 2014 Ford Fusion from South Charlotte Hyundai. I was reluctant about getting the car but was excited to have a new car and wanted to make the best of it. Fast forward to 2 months ago, when my car supposedly began to overheat. After taking the car to 2 different mechanics and $1200 later, I finally took it to Capital Ford of Charlotte where after a diagnostic test, I was told that my car REQUIRED a fuel pump at $950. I had already cleaned my savings out for the previous repairs and had to scrape together the money to get this supposed required part put on thinking this was the end of my worries. BUT that was not it, I get a phone call from the dealership saying that the fuel pump was NOT the problem and NOW I need a WHOLE NEW ENGINE which will cost me $7400. I am a single, 6-month pregnant woman and have literally spent every dime I could spare to get all the repairs I had done and now I’m being asked to spend another 7 thousand dollars. I haven’t been able to buy a single thing for my unborn child. I have missed wages due to having no way to work. I have fallen behind on bills to pay for repairs. This is a 5 YEAR OLD CAR… How the *** does an entire engine give out in that short amount of time???? This has been the biggest nightmare of my life and I feel taken advantage of not only by Capital Ford but the Ford Company altogether. I bought what I thought was a reliable car that essentially is costing me my livelihood because unfortunately, I’m stuck with this car because I have it financed and you guys are selling piece of crap cars. I will be emailing my horrible experience to my local news stations and will encourage anyone I know to NEVER buy a single Ford. These cars are made to fall apart and have ZERO durability. I am ashamed that I ever put a dime into purchasing one of your *** vehicles.
View full review
Loss:
$945
Reason of review:
Poor customer service

Preferred solution: Full refund

douglas j Hdd

RIP OFF COMPANY

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I BOUGHT A CONTRACT FOR MY FORD, BOUGHT A NEW FORD TRUCK.........ASKED FOR REFUND. VEHICLE MILEAGE WAS STILL UNDER FACTORY WARRANTY WHEN I CANCELED. PAID OVER 2000.00 NEVER USED AND THEY WILL ONLY REFUND ME 735.00? I GET THE RUN- AROUND FROM THESE PEOPLE. NEVER AGAIN.
View full review
Loss:
$2025
Pros:
  • No pros
Cons:
  • Customer service and tactics
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous

Quality is job 1?

Wasn't it a famous person that said, quality is doing a job right when nobody is looking. Who said that Ford Motor Co.?
View full review
Loss:
$10
Cons:
  • Bad quality
Reason of review:
Bad quality
1 comment
Guest

I very frusrated cause I got a 2015mustang GT. I wented to upgrade the audio with 18 inch subwoofers in back and my head unit went on fire.

the speakers head unit wires smoked inside on fire and I drived on hi way lisning to my nice beats couldve cause me to die.

Ford make not good to repair says I faulted cuz i did after market stuff ford should not make car that cant be done up custom by who own it. Ford is Bad qualty will look at getting a nice use 3 serie Bimmer that be good car qualty

Abdull T

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Boulder, Colorado

We must stop driving all cars in the world immediatly

Dear Ford

Please work with all corporations to stop driving cars, driving boats, flying planes by individuals person. The human body is made to walk and we are losing the the ability of human life to see and to walk by the cars and planes, trains and boats. The human body is made by evalution and religions to stand, sit, walk and move with out reliance on machines and cars, planes and trains.

Ford, Toyota, BMW, Porsche, Honda, Accura, Mazda, Kia, are named for millinium new transportation and in my view, these cars all started with religion and 10 races in America. Many people live in America from all races and Alaska las, Islam las is about the 10 races we have in the world to make a new world 1 nation map. And we have worked in all corporation in the interest of fair world with all people to have share in the walking, moving, buisness and religion, and the ability to move and have human qualities. We may lose human qualities with the current standard of life with many people working 40 to 60 hours a week , but no walking outside, or some people having no jobs, no place to live.

In the future, we may have half live in the house h and half of the world will live outside in special nature areas with no roofs and walls. So we need people to walk inside and outside. We need to claim the world ground for human and we have to provide both the homes and the outside world to human.

My view is to have zero cars for people to drive and zero animals in the planet earth because both cars and animals cause extreme fear and with 4 tires cars and 4 legs hoarse and dogs, both cars and animals are made for a new zero populations cars and animals.

The world is created for 1 Country Map for all human beings. WE can see if we can join the 10 closest planets for human and use all planets near the world for people. World Doonya in my opinion can only have 1 million human, 0 animals, and 0 cars to drive by any individual. Cars should only be driven by companies. If we have more human live in the universe , we should evaluate ways to have about 2 million maximum human life, 1 million man and 1 million woman in the universe. We have to work together and see that we make at least 1 Country world Doonya with about 1 milllion people and we have more life in the universe for human, WE can allow in my opinion about 2 million.

I think the government spells one for 1 nation map. The government should sit together with the people and corporations and work on these strategies to fix the human population and to have future vision.

The cars and animals take all the outside space which is 90% of the world and we only have 5% to 10% inside home and ground indoors like buildings and buisness indoors land developed. We can not breath with 5% to 10% land for people to live indoors only.

The cars, planes, trains and boats cause enormous problems with air quality and pollution.

We also have to maintain a good healthy human population of about 1 million people, 500000 males, 500000 females and we should allow 1 individual to drive the car , train, or boat. We can always have buisness and company help us with cars, trains, boats, planes need like Taxi or like Delta airlines but we should have more human ability and more chances for human to walk. The roads seem to take everything for big machines and motors and cars, planes, boats, motor cycle, does not allow the human evalution and the human to take natural growth choice to move and walk and stand. And we will notice people are getting very sick, very tired, back pains, leg pains, spinal cord injury, head pain, head aches, shock to the body, nervous, shorter than normal with driving a car , planes, boats, trucks, or any engine machine by indiviuals. The human body needs to heal and we must rely on ourselves and walk in the future. The Koran and Bible is written in my opinion to walk in future for human beings. The animals also need to have 0 population, eventhough animals is lfe because human is in competation to walk, move, for space, for air, for life, to eat, for pregnancy, to have a family with animals. So our family can be seen to have illness both from cars and machines we use to drive and move and also from the animals in our home and the animals outside.

Cars could be useful in the future only with company and national driving in freeways or highways. WE may use the highways for 3 transportation with compnay operated only: 1. 2 lanes for car like Taxi and shuttle. 2. bus in the middle 2 lands. 3. train in the far lane 2 lanes.

We would have 1 speed for all 10 miles least, 15 miles 20 miles maximum. ( 10 miles to 15 miles to 20 miles per hour.)

Everything has to be checked and approved with both buisness and government. People worked for all these issues and they need a new program for the world.

People get in car wrecks and accidents and people do not feel safe when we have seen people get very injured or die using the car.

We are afraid to talk or walk outside and we can not see the world and see the ground normally because the roads are all made for cars and we have to drive to get to work. I want you to picture how a person dirves a car. So people are in lower car, with 2 hands in the steering wheel, shaking in car, with 1 foot longer to reach the gasoline, and the other foot left leg closer and you have to focus on car driving 40 miles to 50 miles to 65 miles an hour that you are responsible for . You have no power or controll over a 35 miles to 40 miles an hour to 70 miles an hour car because we are not designed to move that fast. You are sitting and you are not really able to see outside the window going that fast in car. Also, if you ever played a video game, we usually get freightened and do not stay ourselves when there is machine driven by others or by ourselves.

Many people we know our family or people we have seen in our neighborhoods may have mental illness, or leg problem, or back problem from the automobile that human can not handle. The automobile spells ill for illness. And the word Kar is job in Afghanistan, and Motar is car in Afghanistan, The car may create many jobs that human does not need and the cars takes human freedom to work in normal setting with normal jobs 20 to 35 hours for example . The car provides a big enough, but often the income people have is used for wrong things like cigarites, alchohal, eating meat, woman and man issues which goes together.

The car job sales and other work in many fields may require long distance travel and people use 40 hours to work and 5 to 10 hours extra to drive and that is a lot of weight on human.

You may have blury problems and you may eyes vision , head injury every time you drive the car. You also have to eat a lot more food and the food industry should not have meat to eat from animals. The corporations seems to work together on the person getting sicker and in no way healthier with the driving of car or eating meat or Coke.

I also believe the oceans n is made for human and not for fish or animals or for cars. The oceans and rivers we have for human to drink water to have good air and to have good weather seems to support the cars for water gasoline 10 gallons a day and also for the fish to do well.

I am sure we need more water for human.

The universe u is made for human and n universe is made for about 1 million human. WE have 10 planets we can use in the solar system for human in the future. But we really have to work on 0 animals, and do not eat the animals, 0 cars for human to drive personally, 0 aliens in the universe, and 0 ghosts in the world. The cars we drive seems to bring death and aliens, ghosts, animals, war, guns, sickness for the human race.

We are not in position to be the strongest human species and strongest as God made us for the universe because of the cars, and the animals.

The animals have 4 legs and the car makes the animals faster and abililty to take the entire outside world.

In my opinion the human is chosen to take the planet, the galaxy, the world doonya, the 10 planets closest to us, all the universe for human.

WE have to make human life again with walking 1 mile to 5 miles a day, and up to 10 miles a day. We should have the dirt and streets, the the grass areas, the nature areas, side walks all the 8 to 10 street lanes made for cars to be used for human beings. We should allow people to be people and be excited to live and walk and move, and have good family, and good freinds with the ability to stand and walk. We are made to walk first and not to drive at all. We can drink 10 glasses of water and juice with low salt and sugar for human if we remove all cars and help make the world for human. Each Car take 100 times more water and each car is taking water from the oceans and rivers and from

life of human. Car and gas for cars is making people slaves and we do suffer from cars.

The main transportation of machines and motors in future can be public transportation in the freeways. We can have company cars, trains, and boats which we have in many places today.

We may not offer police cars, or ambulance or fire trucks in the city in any place in the world. WE can let some people have jobs with bicycles which is common in many places.

Human is reponsible for your own weight of 100 to 150 pounds to 200 pounds to 250 pounds to carry walking, sitting and moving, But the car is 2300 to 3000 to 5000 pounds that you seem to carry when you drive the car. We are also sitting in lower position than normal in car which causes pain and suffering and makes the person very lower and people have to duck and cover in the car like someone is targetting you. The car makes people shorter. In my view human evalution and religion needs human to walk with out driving a car.

Abdulillah Tarzi, Abdull Tarzi

View full review
Reason of review:
Good customer service
3 comments
Sonia B Lzo

You, sir, are insane

Guest

Wtf! Is this crazy *** Best believe I’m not getting rid of my car or my fur baby because some stupid *** nutcase says so

Guest

Why

View more comments (2)
Jennifer B Mky
map-marker Warren, Ohio

2016 Ford Explorer Parts/Customer Care Issues

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
2016 Ford Explorer Parts/Customer Care Issues

My 2016 Ford Explorer has been out of commission for over a month. I have made several calls to the Ford Motor Customer Care and literally had the manager Frank laugh at me on the phone. He is rude and interrupts me while I’m trying to ask questions.

Regarding the actual problem with my car, the cylinder head went out on 2016, the week after it was serviced. Customer Care has provided a new date every week since the second week of February.

When it is repaired I have to drive a 3 year old car with a basically a rebuild engine. This is unacceptable! I have had my maintenance done regularly and take care of my car.

Due to the fact I’m at the mercy of Ford and Frank I can’t make any decisions until my car is repaired. I have asked several times to speak to someone above Frank in customer care because of his rude behavior and Frank laughs and says he is top person at Ford Motor Company. I have done my research, which doesn’t take much and I’m fully aware that there are people above Frank but due to the automated system you can’t reach anyone above him.

The photo I have added is the Hyundai Santa Fe, Ford Motor Company has given me to drive...

View full review
Loss:
$10000
Cons:
  • Rude customer care agent frank
  • Quality of the product
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Christopher D Lbg

Poor quality

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I'm almost done washing my hands with Ford. Since they made a poor quality truck that I bought new, 2016 f-350 with their 6.7 diesel that leaked oil at 12,000 miles and would wear my front tire out every 5,000 miles. I traded that for a Chevrolet 3500 that's been great so far , almost 10,000 miles on that now. I also got rid of my Ford Excursion that I have had for 5+ years because of the poor quality truck and the fact that Ford did not make it right with me. Last is my wake boat that is a Supra with a 351 Ford motor in it, and I got It for sale over this cheated experience as well. I was all Ford and because Ford didn't care to make things right, I'm done and the only thing I can do is get rid of all my Ford stuff and never buy another. I also continue to tell as many people about my horrible Ford experience. My wife has a Ford Explorer and I would like to send that down the river too, Oyea its got oil on the bottom of motor as well at 60.000 miles=crap. Buyer beware, you can't adjust the cam on front alignment and they use silicone instead of actual gaskets on oil pan on F-350. They got me $54,000.00. Cost additional 10,000.00 to get in Chevrolet and year and half of aggravation that I just couldn't take it no more and got rid of it. Please customers, consider anything but Ford.
View full review
Loss:
$10
Reason of review:
Bad quality

Preferred solution: Full refund

1 comment
Guest

Well I have finally washed my hands with Ford by finally getting rid of my boat with a Ford engine. It has been a long time coming.

Now I'm rid of all Ford products that I had work so hard for only to get cheated with a 54,000 truck that leaked oil at 12,000 miles and wore tires our every 5,000 miles. Ford never made it right with me and I refuse to represent a company that I think does not care about their customers only to leave them helpless with a product that will cost you money, tie your time up and cause you stress in your life that I will never get over.

I hope Ford knows that we can live without Ford but Ford cannot live without us. Please stay away from Ford.

Brooke P Fma
map-marker Dearborn, Michigan

Ford Motor Company does not work with consumers even if you are true to them!!

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I have bought several Ford vehicles in the past. I will NEVER buy another Ford again and I have told all my family and friends as well!! I was diagnosed with cancer in 2017. Later in the year my wages got reduced by 50%!!! I was leasing a Ford Escape. I loved that car. I NEVER missed a payment!! I called Ford and explained my situation. I only have 5 lease payments to go. They would NOT work with me at all so I told them to come and get it. I had to pay for my house and utilities first plus I had another car. They are now suing me for 8K even though they sold the car for 9K. Unbelievable!! You should be ashamed Ford!!!
View full review
Loss:
$8
Cons:
  • No one to take my problem on
  • Lack of understanding and responce to my needs
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Brenda C Urx
map-marker Dearborn, Michigan

CSM never returns call

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Case Number 1745****-F0J9V1 Speaking to the CSM is a joke. This is going into another week of trying to talk to this guy that's assigned to my case and like normal he does not reply to a call, email, or voicemail. Then again I get told your scheduled tomorrow, oh he missed his call time your schedule again the next day. To now its he has called but not left a message or anything. Its lies, checked phone bill and no call in the time frame they say. This is upsetting and I'm so disappointed with how customer service never has an answer but tomorrow, tomorrow, next week. How does work get done when no one calls or even email. I have been told he has so called talk to me he hasn't, and that he left messages, he hasn't but notes that he does. He is lying and this is fraud right? Its the first lemon ever to have, of all the 15+ something vehicles have bought from Ford. Absolute furious on how hard it is on taking care of a customer.
View full review
Loss:
$27000
Reason of review:
CSM and the lemon process

Preferred solution: Full refund

Al Jrt

I have had the same issue with my 2012 explorer also, I have had 3 compressor failures, yes 3. Ford has a design issues and not owning up to it. I still own this car as of 2019, it failed again.

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I had a extended warranty so little out of my pocket, this 4th failure is after 2 years old since last replacement. Live in northern Ohio. Totally unacceptable.
View full review
Thomas K Day

I purchased a F350 Super Duty diesel dually in 2006. The day I drove it home the service engine light was on. To make a long story short, to this date the truck has been in the shop for 54 MONTHS

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Yeah I know, I should have gotten rid of the POS but I didn't want payment and I had hopes that this would be the last time only to have it continue. I have talked and talked and talked to Ford concerning this ONLY to be told that they have NEVER had a problem like this before. When it was under warranty it was something else yet I was told because it had not been fixed it would continue to be repaired under warranty UNTIL the first time I took it in AFTER the warranty had expired, yeah right, 350.00 and more excuses. in 2018 alone I spent OVER 30K on the engine with "certified" Ford mechanics and guess what, it has been at the last shop since last June of 18 and it is now almost March of 19. I got it back for 3 days and had to pay a 250.00 tow bill to get it back to the shop, the next time I got it back, I drove it home and pulled into the driveway only to have another 250.00 tow bill, that was the week BEFORE Christmas and here I sit still. Ford will give me 8,000.00 trade an a 70K truck but no more because of the repair history. I can honestly say that as a lifetime Ford customer, I no longer will purchase anything with the Ford name on it. Thanks for nothing Ford.
View full review
Loss:
$62000
Cons:
  • Pos
Reason of review:
Damaged or defective

Preferred solution: Let the company propose a solution

1 comment
Guest

I feel your pain. Went through a problem 2016 f-350 myself and Ford would not make it right with me either.

I hope it catches them up and be bittersweet for us. My post is on here as well. Good luck on your next truck. I'm in a Chevy Duramax 3500 now and its great.

I drove 2500 Duramax for 10 years with no problems except to replace the dash instrument cluster. Still kicking myself for purchasing that junk F-350.

Its a shame to spend that much money on a truck and get a problem that will tie you up and cost you more money and possibly create more stress in your life. It did for me and I'm done with Ford forever as well.

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