I want to state that Tom and Fred in the service team are great! They are working to take care of me as best they can, but this review is more about Ford Motor Company (and some of their supposed customer service (more like customer disservice) team on an area/corporate level.)
Back story.
I bought a 2013 Ford Focus. Got a great deal on it, and it is a fun little car to drive. After a year or so, I noticed that the transmission just didn't seem to be functioning correctly. I brought it in and was told that it was within limits. That it was a newly designed transmission and that was how it was supposed to function. Okay, cool, I can deal with that. Over the course of the next few years, it starts to shift harder, the clutch doesn't engage when I accelerate, and more issues start to arise. Well, behold the "recall letter" from Ford Motors about errors in the transmission clutch and TCM. Any issues will be taken care of. Shortly after receipt of the letter, my check engine light comes on, and throws a code for a transmission error. Take it in, it gets "fixed", and I go on my way. About 8 months later, the same scenario occurs, take it in, it gets fixed (a little longer this time). I was left without a car for a couple days, and asked if they would provide a rental for me so I could go to work and school. I was told one wasn't part of the warranty provisions, so I left it at that. 5 months later (just last week) the transmission gets all screwy again, and the check engine light comes on. I take it in, and am informed that it would be two weeks (maybe longer maybe shorter) to get it fixed. I asked for a rental car again, and was told no.
Well, I figured that this wasn't an acceptable answer. It isn't my fault that Ford has designed a faulty transmission. Why should I be inconvenienced for a problem the manufacture has? So I call Ford customer service. Let me tell you that their customer service line is a joke. It's anything but, and I am tired of being read the provisions of the warranty. Look, I understand that the warranty doesn't cover a rental, but since this is the THIRD time for the SAME problem. Maybe act in good faith for the customer and provide one, even if the warranty says they don't have to. I spoke with Kelly, and then her boss Michael who are corporate Ford representatives and got absolutely no where. The only suggestion that they could give was "well try the other dealerships and see if they can work you in sooner, and if not I suggest you keep your current appointment."
Ford has NO compassion towards their customers. They just want your money. Once they get it you are SOL if your vehicle has problems. To be told to take it to another dealer? The car isn't safe to drive! It's failed on me in the middle of an intersection! I can understand why there is a class action lawsuit against Ford Motors for their defective 2013 Focus. One reason, faulty car; and the other reason TERRIBLE customer service. I really don't feel like I am asking for much. I get it, a rental isn't promised under the warranty. Honda doesn't have that either, but when my steering went out, they not only towed it in for free, they offered me rental car because they VALUED me as a customer. I made a $20,000 mistake in purchasing a Ford. Their lack of customer service has absolutely hammered the final nail into the coffin of me never buying any of their vehicles again. I honestly feel like I was robbed. Moral of the story? DO NOT BUY FROM FORD MOTOR COMPANY. THEY ARE CROOKS.
All USA
I want to state that Tom and Fred in the service team are great! They are working to take care of me as best they can, but this review is more about Ford Motor Company (and some of their supposed customer service (more like customer disservice) team on an area/corporate level.) Back story. I bought a 2013 Ford Focus. Got a great deal on it, and it is a fun little car to drive. After a year or so, I noticed that the transmission just didn't seem to be functioning correctly. I brought it in and was told that it was within limits. That it was a newly designed transmission and that was how it was supposed to function. Okay, cool, I can deal with that. Over the course of the next few years, it starts to shift harder, the clutch doesn't engage when I accelerate, and more issues start to arise. Well, behold the "recall letter" from Ford Motors about errors in the transmission clutch and TCM. Any issues will be taken care of. Shortly after receipt of the letter, my check engine light comes on, and throws a code for a transmission error. Take it in, it gets "fixed", and I go on my way. About 8 months later, the same scenario occurs, take it in, it gets fixed (a little longer this time). I was left without a car for a couple days, and asked if they would provide a rental for me so I could go to work and school. I was told one wasn't part of the warranty provisions, so I left it at that. 5 months later (just last week) the transmission gets all screwy again, and the check engine light comes on. I take it in, and am informed that it would be two weeks (maybe longer maybe shorter) to get it fixed. I asked for a rental car again, and was told no. Well, I figured that this wasn't an acceptable answer. It isn't my fault that Ford has designed a faulty transmission. Why should I be inconvenienced for a problem the manufacture has? So I call Ford customer service. Let me tell you that their customer service line is a joke. It's anything but, and I am tired of being read the provisions of the warranty. Look, I understand that the warranty doesn't cover a rental, but since this is the THIRD time for the SAME problem. Maybe act in good faith for the customer and provide one, even if the warranty says they don't have to. I spoke with Kelly, and then her boss Michael who are corporate Ford representatives and got absolutely no where. The only suggestion that they could give was "well try the other dealerships and see if they can work you in sooner, and if not I suggest you keep your current appointment." Ford has NO compassion towards their customers. They just want your money. Once they get it you are SOL if your vehicle has problems. To be told to take it to another dealer? The car isn't safe to drive! It's failed on me in the middle of an intersection! I can understand why there is a class action lawsuit against Ford Motors for their defective 2013 Focus. One reason, faulty car; and the other reason TERRIBLE customer service. I really don't feel like I am asking for much. I get it, a rental isn't promised under the warranty. Honda doesn't have that either, but when my steering went out, they not only towed it in for free, they offered me rental car because they VALUED me as a customer. I made a $20,000 mistake in purchasing a Ford. Their lack of customer service has absolutely hammered the final nail into the coffin of me never buying any of their vehicles again. I honestly feel like I was robbed. Moral of the story? DO NOT BUY FROM FORD MOTOR COMPANY. THEY ARE CROOKS.