Ken Grody Ford

18 FEB 19, I took my truck to Redlands Ford to have the Emergency Brake sensor repaired because the sensor was stuck on. With in two hours I was being told my front and rear brakes needed to be replaced. The rear brakes were .3mm and Front Brake pads were cracked. I was in shock since I had just had all four brake pads replaced 13 Months ago, or so I thought... turns out Redlands Ford did not replace the rear brakes 13 months ago when I asked them to. They only changed the front brake pads because the rear brakes were at 7mm even though I asked them to replace them and had been led to believe they had replaced them all this time. Redlands Ford blamed the cracked front brake pads in my driving and towing. I’ve only towed my trailer twice in 13 months... the brakes would shake every time I applied the brakes to slow down or stop and I believe the pads were either faulty or the rotors were not machined properly and were warped causing the new pads to crack. So Redlands Ford replaced the rear pads for free, but charged me for replacing front pads and rotors. Today, 21 FEB 18, I discovered the new Emergency Brake Light sensor does not work when I engage the Emergency Brake when I park which was the whole reason I took the truck in for repairs in the first place. I have lost all trust and faith in the redlands ford service department as they do not place customer safety and quality service repair above their profit. The service department takes short cuts and their are no quality of work control measures in place to protect customer safety. They did not even check to verify the work they charged me for was done correctly... this is totally unsatisfactory and I pray The Revdex.com investigates the poor quality of service repair work done at Redlands Ford because they are ripping people off and putting customer safety at risk.

I went in for an oil change and found that they left my oil drain plug loose enough for me to untighten by hand. Leaving oil leaking all pve my oil pan. My oil filter was left covered in oil as well. Now I have to keep am eye on it and see if it leaks anymore.

Redlands ford serviced my wife's 2013 Ford Escape and changed the spark plugs. Her car began misfiring recently and she took it to Fairfield Ford to diagnose the problem. It is only been about 20,000 miles since the spark plugs were by Redlands Ford. Fairfield Ford says the evidence is irrefutable that Redlands Ford Miss installed a spark plug cross threading it and causing $4,500 in damage to the engine. The cylinder head is damaged where the spark plug threads in and must be replaced. They spoke with an engineer from Ford's corporate division who inspected the evidence and stated that it was clearly cross-threaded and that Redlands Ford was liable for the damage. Redlands Ford refuses to accept the evidence including very clear photographs that show the spark plug in question has a damaged thread and was never fully seated. Fairfield Ford tells me that the spark plug would have failed more quickly then the others because it wasn't fully seated , which led to the misfiring because it wasn't fully seated in the causing more rapid fouling. The spark plug in question has threads above the mangled section that look pristine and show no wear or grime. The bottom of the spark plug that *** is much dirtier then the other spark plugs taken out of the same engine which were installed at the same time. Fairfield Ford believes that Redlands Ford is attempting to pressure them into making a fraudulent warranty claim. I have an extended warranty which would cover a blown head gasket, and Redlands Ford is claiming the problem is from a blown head gasket. It would be the easiest thing in the world for Ford Fairfield to Simply agree with Redlands and do the work and bill it to the warranty company. Fairfield Ford has stated, and has no reason to lie, that this is clearly not a blown head gasket. They state that they have done a block test which rules out the possibility of a blown head gasket. After presenting Redlands Ford with photographs and evidence as well as the opinion of the Ford corporate engineer Redlands Ford is still refusing to do anything to make this situation right. The estimated damage is $4,500 and that is not including the $500 and growing rental car bill. Redlands Ford refuses to accept the evidence including very clear photographs that show the spark plug in question has a damaged thread and was never fully seated. Fairfield Ford tells me that the spark plug would have failed more quickly which led to the misfiring because it wasn't fully seated in the cylinder. The spark plug in question has threads above the mangle dissection that look pristine and show no where or grime. The bottom of the spark plug that *** is much dirtier than the other spark plugs taking out of the same engine which one stalled at the same time. Fairfield Ford believes that Redlands Ford is attempting to pressure them into make any fraudulent warranty claim. I have an extended warranty which would cover a blown head gasket, and Redlands Ford is claiming the problem is from a blown head gasket. It would be the easiest thing in the world for Ford Fairfield to simply agree with Redlands and do the work and bill it to the warranty company. Fairfield Ford has stated and has no reason to lie that this is clearly not a blown head gasket. They State that they have done a block test which rules out the possibility of a blown head gasket. After presenting Redlands Ford with photographs and evidence Redlands Ford is still insisting that it is a blown head gasket and that they are not liable for the damage. I am somewhat at a loss as to what to do next other than figure out how to pay for the damaged they did when they miss installed the spark plug. I would appreciate any assistance in attempting to get Redlands Ford to do the right thing and cover the damage they clearly caused. Everyone makes mistakes but when a mistake is made that causes damages to someone else's property you need to own up to it and make it right. I've spent over a week trying to work this out with Redlands Ford and their stances basically that they are incapable of making mistakes, that Fairfield Ford is completely wrong even though they are the ones who have the vehicle and have inspected and tested it, and are now also refusing to accept the opinion of a Ford corporate engineer who is independent of both dealerships. The service manager at Redlands Ford is now dodging my calls and not returning my calls. This car is primarily used by my wife was been a lifelong Ford girl, she is only driven Ford since she first started driving in high school. This is her fourth Ford and she is very saddened to be treated so poorly buy a company she has been so loyal to. My desired outcome is for Ford Redlands to pay for the repair necessitated by the damage they caused. According to Fairfield Ford the car requires the cylinder head to be replaced at a cost of approximately $4,500. I feel they also should compensate us for the cost of the rental car which has been needed due to the loss of the vehicle because it has been stuck in limbo waiting for them to cover the costs. The rental car costs at this point are over $500 and increasing daily. I have exhausted every Avenue I can think of to try and get resolution to this before contacting you but have had no success as Redlands Ford holds to the position that it is impossible for them to make a mistake and they refuse to accept the overwhelming evidence which Fairfield Ford's service manager refer to as quote irrefutable. The service manager of Fairfield Ford contacted the service manager of Redlands Ford and spoke to me prior to the call. He felt extremely confident that Redlands Ford would change their position once they saw the photographic evidence. He called me after the call and stated that the service manager, Trevor, at Redlands Ford was quote not the most pleasant person to talk to, try to argue with him in spite of clear evidence, and was not being reasonable. As best as I understand the evidence presented to me Redlands Ford is making any excuse possible no matter how far-fetched to attempt to avoid liability for the damage they caused. It is the opinion of Fairfield Ford that they are also pressuring Fairfield Ford to claim that it is a blown head gasket and repaired under warranty which Fairfield Ford States would be clearly a fraudulent warranty claim.

I have taken the vehicle in multiple times for a "stuttering" issue. This issue has not been resolved, yet we have paid the "deductible" every time we have taken the vehicle in. The problems continue to grow and I believe this is a result of the ignorance or understanding of the original issue. It does not help that my issues are not always written down on the service order, as *** does not listen to the customer complaints, rather busies himself, retrieving old information, rather than listening to the customer's concerns. I have been told I need new tires (in spite of the fact that I had just purchased tires, from this dealership, in fact). I have been told the issue is related to the tires being out of balance. Then, there was turbo solenoids that needed to be replaced. When I picked the vehicle up, I asked *** if the solenoids would fix the stuttering issue to which he replied, "It might." It did not resolve the issue. The car is now having multiple issues, which I have taken in it for, again. There were no notes made on a majority of MY issues - only the issues *** felt needed to be addressed. This "stumbling" issue has been noted as a "vibration," even though I told him at the time it was not a vibration. Now, here we are, hundreds of dollars in deductible expenses later, and still the vehicle has the same issue. When I explained to *** that I did not feel I was liable for the charges, he proceeded to argue with me regarding why I had taken the vehicle in for service. Then, he stated I would need to "argue it with the service manager." I was willing to discuss the issues with the service manager. However, I arrived after 5 p.m. and the service manager, ***, had gone to his son's baseball practice. I am understanding of that and I commend this father's dedication to his child. I regret that I was unable to speak with ***, though I did make a note on the signature line of the work order that I disagree with the charges. I dispute them all, in fact, seeing as how the original issue is still an issue. I also told *** that the oil smelled like gasoline. There was no note made of that. I expressed concerns about a vacuum leak with the heating/cooling system. Again, there is no note about that. I also stated that when the car "stumbles," the RPMs plummet. There is no mention of the stumble or "vibration," as *** prefers to call it. I also mentioned that the fan was coming on and staying on. There was no note of that, though, luckily, the check engine light told them enough so that the issue was resolved, without *** making a note of my concern. Originally, I worked with a service technician named "***." *** has since left this service department. In the past, *** would use "Ford Dollars" (or something to that effect) to cover deductibles and charges that were less than the deductible He gave updates on what the balance was on that account. When *** left, *** assured me he could address our needs and concerns. Unfortunately, *** has not been able to address our issues, in spite of multiple, good-faith opportunities to make this right. When I have explained to *** that I am unhappy with the way things are going, *** has a tendency to become very short fused, impatient, and unwilling to hear my complaints. When I worked with ***, I always left happy and I always felt my issues had been addressed and taken care of. I do not feel that *** has any interest in assisting me with my service needs and I am not sure I trust him to tend to our vehicle any longer. His incompetence has cost me enough and I feel the issue remains and has yet to be resolved. I am concerned about the additional damage being done to the vehicle due to the lack of care or interest regarding my actual complaints (rather than the complaints *** feels inclined to jot down on the work order). I am frustrated and I feel my issues will be disregarded, as I have seen this to be the case, several times. I feel I am reasonable and patient, given an opportunity to be heard, rather than dismissed, blown off or shut down - all of which have happened. I am gravely disappointed that I can no longer rely on the service department at Redlands Ford. I know I am just one customer and my absence will not concern these technicians. I also understand that, due to the fact that we bought the maintenance agreement (a $10K investment), the service department has no interest in insuring our satisfaction. I have gotten snarky comments about that, as well. For multiple - avoidable - reasons, I am unhappy with my neighborhood Ford Service Department. I am disappointed with *** and his lack of consideration on multiple fronts. I have no faith that my vehicle will get me where I'm going, now, and that has never been a fear I've had. I'm incredibly disappointed. Had I found one person who cared enough to listen to me, in the first place, perhaps I would not have felt this complaint was necessary. Had my concerns been addressed, discussed, and acknowledged, maybe my problem would have been resolved long before I got to this point. Had Redlands Ford been willing to see how many times I have paid the deductible for a problem that has not been resolved and given a little at some point, considering this fact, maybe all of this could have been avoided. It is not easy, as a woman, to find service technicians who take you seriously. I miss *** being part of this service department. I never had a reservation or doubt when he handled issues with my vehicle. Since he left, I've had nothing but issues and only deaf ears to hear about them. I know it could be better, as I've seen it for myself.