June 12, 1998

FORMAL COMPLAINT ABOUT SANDERS FORD SERVICE DEPARTMENT OF JACKSONVILLE, NC

To Whom It may concern,

I recently purchased a new 1998 Ford Escort. It was purchased on May 25,1998. I am very unhappy with the service I received. As a result, I am neither happy with, nor do I feel safe in this car. Below describes what happened and why I don't feel safe.

FRIDAY JUNE 12, 1998:
I Heard a loud noise (sounded like a helicopter) Took the car up to the dealership. I was told by our salesman to bring the car up first thing tomorrow (Saturday) morning.

SATURDAY JUNE 13, 1998: (OD reading 342)
They checked the brakes and said that everything was fine. They also said sometimes the calipers will make a noise while you're driving and that it was normal. They stated that the car was safe to drive. I wasn't happy with that because it was to loud to be normal. We then took it back up and had the salesman test drive it. He said that he thought it sounded like the tire; that maybe a belt broke in it and to bring it back on Monday before 5:30 p.m.. Once again, the car was pronounced safe to drive.

MONDAY JUNE 15, 1998:
I returned the car at 2:30 p.m., as I had been told. They were to busy to check it out , but the serviceman did take it for a test drive. He said that it might be a tire, got out, and checked the front tires. He shook the front left tire, which had some movement from what I saw, and said to bring it back tomorrow(Tuesday). He also said that it was safe to drive. Later that night the car would not start, so I had it towed to the dealership.

TUESDAY JUNE 16, 1998: (OD reading 445 miles)
At 9:30 my husband called. They didn't get a chance to check it out yet. At 10:30 I called and spoke to the Service Manager. He said he would go and find out what was going on with it, and that he would call one of us back and let us know. He didn't call back. At 1:30 my husband went to the dealership to find out what was going on. They said that they had already checked it out and that the starter had gone bad. They had to order it, and the car would be ready tomorrow(Wednesday). When he asked what about the noise, he was told to wait until we put the new starter in it.

WEDNESDAY JUNE 17, 1998:
I called at 11:00 am. I was told the starter had not come in yet. I asked if the car would be ready today, and he said yes- all they had to do was put the starter in it. I asked, "What about the noise in the front end?" He said they didn't get to that yet, but that they will get to it after they put the starter in it. I went up there at 4:00 to see if it was ready. When I walked in, I saw the car on the lift. The mechanic was moving the tire back and forth; it was very loose. Then he came over and spoke to the women on the computer. She asked what was wrong with it. I couldn't make out everything that he was saying, but I did hear the word axle. That's when I asked, "What did you say was wrong with it?" He asked, " Is this your car?" He said that one of the axle bolts was loose, and that was causing the noise. I asked him if it was safe when I was driving it. He didn't respond- he just looked shocked. This didn't make me feel very good, knowing that I was told the car was safe to drive when in fact it wasn't. I wonder how did it ever pass a safety inspection.

What I don't understand is, how breaks are consider a safety hazard, but not know what the problem is, isn't a safety hazard. When you have a loud noise in the front end and you're not sure what it is, how do you know if it's a safety hazard without checking it out completely. When they didn't take the time to check everything out, They put me at risk. I thank God that the starter did go out, or else I might still be driving the car. At the rate they were going, I don't think they were ever going to check it out. They just kept telling me to bring it back the next day, and the next day, and so on. Had I continued driving the car, I might not be here today.

Before I left on Wednesday, I spoke to the service manager. I told him that I wasn't happy about the service I was receiving. I also told him what I was told on Saturday, by the man standing beside him (about it being the calipers). He said, "All I have here is oil changers on Saturdays". I do not understand why he give me an excuse about the calipers, when he should have told me that he didn't know what it was and that no one here is trained- so leave the car here and we will have some one who is trained check it out. Maybe it would be safer if you don't drive it until we are sure what is wrong. All the service manager said was, These things happen. I said the car wasn't even safe for me to drive. His response was, "It would have been all right for awhile". I'd like to know how long is "awhile", considering I had been driving this car for three weeks already. Who are they to put my personal safety at risk. He never even apologized to me.

In conclusion, I think things could have been handled better to protect me. My car should not have to break down before anyone will take the time to check it out, when there is a problem beforehand. When you buy a brand, new car you don't expect things to go wrong with it. These things can happen- I understand that. But when you take the car to the dealership, to make them aware of the problem, they should at least take the time to check the safety of the vehicle. If they are too busy to do that, then don't tell someone the car is safe if you really don't know that it is. I would have been much happier, on Saturday, if they would have informed me in the beginning that they didn't have anyone trained to check it out, but because we don't know what is wrong with it, and don't know if it is safe, let us keep the car until Monday. Then we will check it out because I don't feel you should drive it like that. "It might be a safety hazard."

I felt the service department was very rude. The dealership is here to serve Marines, but the service department doesn't seem to care about the Marines or their families. If they did they would not allow cases like mine to occur. I'm sure the servicemen in the department would not allow their families drive a car they didn't feel was safe. It seems that they are not concerned with repeat business, they are only in it, for the money. Most of the people who purchase a car from them will be gone before they make their next purchase. I'm sure The Ford Motor Company wants their business no matter where they live, but with service like that, it could very well turn them against it. I know that I probably won't ever purchase another Ford, unless I gain some satisfaction on this matter I feel this matter should be looked into, because next time someone could get hurt, or worse killed then it's too late too do anything about it. This was my first new car and my first Ford. Now for the next five years I'm stuck with a car I no longer feel safe in, and a service department I don't feel I can trust to look out for me. I do not desire to keep this car, do to the fact that Sanders Ford is the only Ford Dealership in the area. If the car were to break down again I can only get it towed to the nearest dealership. The next nearest dealership is in New Bern. If I were to experience another problem, and wanted to get it checked out, that's a long was to travel, when you don't know what's wrong with it, and I'm not willing to put my life in Sanders Ford's Service Department again. As such, I request that the car be returned to the dealership and I be resolved of any further payments on it. If possible, I would also appreciate some form of compensation for the car I traded in, which I no longer own.

Thank you for your time,

Russell & Michelle

Names of People involved:
Salesman- Rob Lovern
Mechanic- Cliff
Service Manager- Steve
Serviceman (Saturday June 12,) Johnny
Serviceman (Monday June 15,) John

In addition,

JUNE 19,1998
I got my car back and it looked like something had been pushed in to the back left-side door. There were two dent's and two big scratches on it. So My husband had the managers come out and take a look at it. We were told by the Body Shop Manager to bring the car in on Monday(June 22,). We did and we were treated much better in that department.

JUNE 26, 1998
We heard another loud noise in the front end. Sounded like metal rubbing against metal.

JUNE 27, 1998
Took car back into the dealership. This time we spoke to the General Manager. I told him how I felt about the car. I asked if it was possible to get another car. He said he could not authorize that . He said that had to come from the main company, and that if it was something miner the would just fix it again. This time we were at least asked to leave the car there, and someone would check it out on Monday.

JUNE 29, 1998 (OD READING 595)
I was told that some push pin had worked it self loose and was rubbing up against my rotor.

JULY 9,1998
I had to take the car back in again. This time my Dome light would not shut off, and the door warning signal kept going off when the door was shut. They said it was a loose wire.

I'm really beginning to wander what the deal is with this car. There is a lot of things coming loose. I don't think the car was put together very well All that keeps running through my head is, What's next...

December 1, 1998
Brakes make grinding noise after the car has set for about 6 or more hours. I was told it was normal. But they were not making noise before. So I don't understand how it can be normal.

December 15, 1998
Check Coolant light comes on. Shut the car off and checked the fluid. It was fine. Started car back up and the light wasn't on then. So I left it go and did not call it in.

December 19, 1998
Check Coolant light comes on again, Still everything is fine under the hood. Started car back up again and the light was no longer on.

December 23, 1998
Took car to Pennsylvania. light comes on then shuts off through the whole trip.

December 24,1998
Light comes on and stays on this time. Still nothing wrong under the hood. But now it starts making a funny noise every five seconds. Couldn't call in yet with the holidays and being away from home. But the light stays on until December 27, 1998. That morning the light doesn't come on and it stayed off the whole trip back home to North Carolina. But is still making the funny noise every five seconds.