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Chris F.

Surprise, AZ

05/30/2021

AVOID this dealership at all cost!

early February 2021, driving on freeway and lost power check engine light flashing, pulled over to check, engine idle rough. I hooked it to diagnosis tool gave me code P0302 misfire in cylinder 2, took it the dealer and told me that there was internal damage done to the piston and needed a long block or engine replacement at 61K miles! Contacted Ford customer care center, told me they would only cover 55% of cost of $8.9K because it was outside factory warranty of 60K miles. Note that I did confirmed extended warranty and did so little over 60K miles right before my motor blown. Absolutely ridiculous! I do not feel I should pay for this; this is a Ford defect on their part. I am a U.S. military veteran of 20 years of faithful service to our country. I had to seek non-profit veteran foundation for the remaining 45%. Furthermore, Ford has one of the worst poor customer service in the industry, spoke to multiple reps along with one supervisor at Ford Customer Care, they kept telling me that they do not have phone or an email to contact corporate, just an address to write them a letter, REALLY!?!? Who writes a letter these days will all the technology we have today and with Ford being a large corporation not having this option? I feel as though they just don’t care and don’t want to deal with the issue. All I am asking for is for them to make it right, the motor should not have been replaced on 4-year-old vehicle with 61K miles. I did some research and it appears Ford knows of this issue but does nothing to make it right. If I could rate Ford on every customer service platform, I would give zero stars out of 5. I will not purchase nor recommend Ford to anyone, EVER!!! After I got my motor replaced, I had to turn it back to my advisor due to check engine light and hard idle four days later. Service tech found rodent damage to fuel pressure rail harness, no one’s fault. Paid $400 out of pocket because insurance deductible threshold is $500. A week after I got it back, I got another check engine and wrench light. He dealer told me it was a bad throttle body and the wire harness may need to be replaced. They just replaced the throttle body and not the harness. Week and half later, same issue, this time they are replacing the wire harness. They first quoted me that I would have my vehicle back Thursday, May 13th or Friday, May 14th at the latest. I got a text from my advisor stating that my tech had ordered the wrong harness and had to overnight the right part. Overall, I may have had my car a month in total since February 2021 and it now May 16th, 2021. My advisor told me that he will have his tech finish it on Saturday and I can pick it up on Monday, May 17th. I picked up my vehicle today, May 17, when I got in it, the check engine light was on. My advisor ran the code and it came back as mass air flow temperature sensor. Check the harness and it was not hooked up. After I got home which is about 2 miles from the dealer, I got in my car and the check engine was back on again. Got it back to the dealer and ran the code and came back for knock sensor. That too was not connected. My advisor told me that he had his best tech on this this job. Really? You have your best tech on the job and continuous making same mistake. I can’t wrap my head around this on how terrible this place is ran…Do you think this is acceptable? I do not. I would also like to add that nor my service advisor, Dave or Service Director, Anoelle Azar not once addressed the issue or apologize for the time or issues has inconvenience my family. I have requested on multiple occasions for someone from senior leadership to return my call and still nothing. I’m highly disappointed in Surprise Ford and Ford as a brand. Absolutely unacceptable!

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