Karina sent a message to Mark Fields – President and Chief Executive Officer of Ford Motor Company email address that said:
I am writing this letter to inform you of the poor service you are giving to your customers. I came to buy my vehical from Ford understanding that they were a well respected company. Wow was I wrong ! I bought my 2011 Ford Fiesta SEL from Douglas Ford in Barrie also understanding that it was a respected dealership! I remember leaving there thinking how proud I was driving off the lot with a car I had purchased myself. As a single mother that isn't that easy to come by! After two years of owning this vechical I decided to do a trade in. Not because I was unhappy but my family and I moved up north, so an SUV would be better suited. Mostly because I am a PSW and I work home care for a living. I needed I more winter worthy vechical to rely on. Well well wouldn't you believe that the weekend I went to trade the car in , it started having problems. My car would no longer shift gears very well. I had my 3 year old daughter in the car ... Never suspecting a thing until we went to take the exit to get onto the hwy and my car just wouldn't go. I put on my 4 ways and luckily enough people allowed me to pull over. I made it to a parking lot. In idle my car was fine . Well I barely made it back to our friends place. I had to have my car towed to the garage. They informed me that Ford was quietly (let's focus on that word for a minute) doing work on their transmissions. After that information I then spoke with the gentleman I bought the car from and when I brought the problem forward he said " oh yeah" . The mechanics at the shop did what they could to get us home because I had already missed a week of work. They cleaned under my battery and reattached the ground but according to the sales rep it still needed to be reprogrammed. I then called Savage Ford here in sturgeon to book the reprogramming. What a hassal that was ... I gave them the vin number , he then asked me to describe the problem . He said well that doesn't sound like this will fix it. Right from the beginning he didn't want to help! I then booked an apt for the Tuesday for them to do the reprogramming. Tuesday morning I was almost in 2 accidents because the transmission was jumping forward! So after my second client I dropped my car off at Ford and decided to walk to my afternoon clients because I was scared to drive my car . Once they finished the reprogramming they also made me aware of some other issues I had with my car. At the same time they told me I needed a new clutch and bearing , however that would be covered by Ford due to the recall. They also said I had some other issues with my car like a catalytic converter issue and possibly a starter issue.He said he would order the parts in and give me a call to book an apt to have it done. So the car worked great from Tuesday after until Thursday morning. It again started jumping at stop lights and revving really high because it can't switch gears !! So I call savage Ford begging to see if there's any way we can get a rush on it. At least a loaner vechical while we wait , but apparently they sold one and the other is reserved for body work clients? So body work is more important then? I am told that, well people reserve these loaner cars way in advance!! So do people know in advance they're going to break down with Ford then? I am then informed that it has to be a certain level of bad before they replace it.. So according to your graph system it's not bad enough yet? Well answer me this Ford, how bad does it need to get? Really do I need to be in an accident? Where I could harm someone or myself .. Or worst of all my daughter? Does it need to be that bad for you replace the part that you as a company had a problem making? Furthermore I am also told that even if they fix the clutch and the bearing , that it's not guaranteed to fix the problem ! That I really should be replacing my catalytic converter and that's an expensive part as well as 5 or 6 hours worth of labour. Well imagine my surprise when they tell me that that is roughly the same amount of labour it takes to replace the clutch. That Ford is refusing to replace the clutch and the bearing until it's a certain level of bad or do you really just want to get paid for the work ? Either way that's pretty sad . Well I know that if my catalytic converter was in anyway that much damaged and you allowed me to drive off the lot, that's on you. I would have expected them to replace the clutch and the bearing , which would have given me enough time to save the money to have the catalytic converter replaced. I also know that if it were that clogged the car would not run ! So I'd like to know which it is with you Ford? Is it that you don't like giving customer service after you screw up or is it because I'm a women and you as lack of better words would have " seen me coming"? You can contact me by email or by phone
