Les Stumpf Ford

Review: Last July I purchased a 2013 Ford Escape. I specifically asked if these models came with an engine block heater. I later found that there was no engine block heater. Brought it immediately back to the dealer. Was told smugly that this model was a trade from Michigan and therefore doesn't have an engine block heater. Wrote a letter. Was offered an engine block heater. Brought it in to have service done and told they would have to take apart my engine in order to put in. I know that once an engine is taken apart there is a possibility that it will never be the same again. Refused the service.Desired Settlement: I expect that to receive a full refund on the total amount of service and parts for the desired fix. Knowing that this is a fix that would take multiple days.

Business

Response:

We are in receipt of the above complaint issued by Mr. [redacted] concerning his

purchase of a 2013 Escape from our Dealership. While we acknowledge that most units ordered

for delivery in Wisconsin do come with engine block heaters, his partic ular vehicle did not as it

was a dealer trade unit that came from the Michigan area where engine block heaters are not

routi nely ordered on units delivered in that area.

When Mr. [redacted] first brought his concern to us after purchase, we did investigate as to what

happened during the sale process and found out at that lime that his unit did not have the block

heater he requested. As he points oul in his compl aint, we offered to install such a heater at no

cost to him but such docs requ ire some dismantling of the engine for installation. In the interest

of good customer service, we thought it best to infonn him of this prior to proceeding with the

installation. As Mr. [redacted] points out, after learning of how the heater had to be installed, he

refused the installation as he did not want any of the engine taken apart. Unfortunately, that is the

only means to correct the unit not hav ing an engine block heater installed.

As far as his trouble with the vehi cles USB port, since we could not find any problem with the

port, it appears there is no serv iceable failure in this area.

While we can appreciate Mr. [redacted]'s concern over the missing engine block heatef, we believe OUf

offer to provide such along with installation at no charge to him is a fair so lution to this important

matter. Providing him with the refund he is ask ing for in the amount of $1500 is beyond a

reasonable expectation of a solution for this issue nnd we respectfully decline his request.

However, in the interest of trying to resolve the matter in an amicable manner, we will offer Mr.

[redacted] a $500 in dealership credit in any department. good for one year as of that date of this letter,

or will still install the engine black healer as per our initial offer.

Please have Mr. [redacted] advise us as to which solution is acceptable to him and we will make the

appropriate arrangements for that solution.

Consumer

Response:

Dear Mr. [redacted],

Thank you for getting back to me on this. I will accept your offer of $500 of credit for use in any of your

departments. I will give it three days from the date of this letter and I will be calling your service

department to set bid and set up something for one of my vehicles.

Thank you for your consideration on this matter

Sincerely,

Review: I'm writing this complaint in reference to an improper or unrelated repair on my vehicle which was done by Ford. I was working with service representative [redacted] and I told her I had a problem with my vehicle jerking and throttling upon starting and also my steering Wheel locks up occasionally when I turn. I called in on Monday 3/23., she said she could have someone look at it on Wed 3/25. When I took the truck in I informed [redacted] of a potential problem with the truck that was diagnosed by another Repair center a year and a half ago. They stated that the truck could be having issues with the Crank shaft under the engine. I relayed this information over to [redacted] and she said she would have the Tech check for that issue. In the meantime I made arrangements to rent a car from Enterprise (out of my pocket because [redacted] stated that they don't provide expense for Rental) in order to get back and forth to work for the rest of the week. When [redacted] called me on Wed 3/25 with the diagnosis of the vehicle she stated that the tech diagnosed the vehicle and that the codes or issue was with the PC hose in which they had to order and would arrive on Fri 3/27. I specifically asked her would this fix the problem and if that the information provided to me involving the Crank shaft was not the issue. She stated that no codes came up regarding a crank shaft issue. I was relieved because I heard it could be a major issue. So to sum things up on Fri 3/27 [redacted] called me to inform me that the vehicle was finished I again asked her if it was running smoothly with no jerking issues with the truck. she stated that the tech checked everything and that all codes were cleared. So I go in and pay for the service and upon starting my vehicle to leave the facility I noticed the vehicle had the exact same issue ( jerking while in start and park position). I go back into the facility and inform [redacted] of the issue and she called for the Tech. The tech and I go out to the vehicle and he confirmed that the vehicle had the same issue. The Tech said he tested and he thought that changing the PC hose would fix the problem because it cleared the service engine light ( well my service engine light has been on since i've had the vehicle over 5years when I purchased so that's a known issue). I then asked the tech did [redacted] relay the information over to him regarding the crank shaft and I asked him could that potentially be the problem. The tech confirmed to me while in the vehicle that the crank shaft could potentially be the problem and could cause issues over time. We go back in to discuss this with [redacted] and she began to be dismissive stating that she could not do anything about it and that when the tech tested the vehicle it was fine and that the cold could be causing the vehicle to jerk ( I found that statement very dismissive and not very empathetic to the situtation. I explained to her that I just paid for a service that the tech confirmed was not really the issue. I asked for a refund and she said she could not so I was just suppose to drive off the lot with a BIG SORRY! I asked for a manager she stated there was none available she then stated that she could have the tech look at it again. So now I'm out money for expenses and repairs for no good reason and I still could potentially have major damage to the truck. I feel that the Tech and [redacted] were trying to avoid major or additional service work by just changing the hose to collect revenue for the company. I feel this is unprofessional and unfair and I want a resolution.Desired Settlement: I want a finished job with no additional costs to me or a refund of my money

Business

Response:

We have reviewed the above case number complaint that was filed March 27,2015 with your organization.Thauk you for writing to us concerning this important issue.In reviewing our records and discussing the details of this transaction with all parties involved, we havefound no basis for the customer's complaint. Mr. [redacted] came in on March 27,2015 indicating at thattime there was a stalling and lack of power issue. We inspected the truck and discovered that the PCV hosewas collapsed. We called Mr. [redacted] and explained what we found and replaced the PCV hose, roadtested the truck and it ran fine without incident.After paying hls service bill and picking up hls vehlcle, Mr. [redacted] then called into the dealershlp andspoke to Mr. [redacted] our [redacted] and stated that he still was having issues with the truck. Mr.[redacted] apologized for any noted problems and told Mr. [redacted] that we would look at hls truck at no charge.An appointment was made to have hls vehicle looked at on April 1st but he never kept this appointment.Mr. [redacted] then called Mr. [redacted] several times and left a message for hlm to call and discuss the issue butdid not receive a return call. Finally Mr. [redacted] was able to reach Mr. [redacted] on April Sth and he now hasan appointment for April 22nd to recheck the vehlcle whlch is now running fine but the check engine lightis again on. Mr. [redacted] assured Mr. [redacted] we will do our best to remedy this situation.Based on these details, we believe the complaint allegations by the customer have been rectified and wetrust this complaint has been brought to a satisfactory conclusion.