I have sold my ford, and am purchasing a Honda Civic. The situation
I've been dealing with for now close to 3 months has upset me to the
point of where I will never purchase a Ford again, and I have been a
ford customer for over 7 years - my first car was a ford, and this
will be the last Ford I ever purchase.
On February 20th, I took my 2001 Taurus into Peninsula Ford of Palo
Alto because with 3 or 4 people in the car, the car would make a loud
rattling noise in the back. The car was under the ESP warranty. I was
told the rattling was due to the placement of the exhaust, and nothing
could be done, and charged a $42 diagnostic fee. I told them this was
unacceptable as the car was brought in a few months prior, and the
resolution was a TSB that involved moving the exhaust. I called and
spoke to a lead there the next day who said he'd have the service
manager, Ben Perez take a further look at the car. I took the car
back, and was then told the problem was due to the car being
'overweight' due to the radio and fire equipment I have in the car
(I'm a volunteer Firefighter and a volunteer for a air ambulance - I
have 3 two way radios mounted in a console which replaced the stock
console, and my turnout coat, jacket, and helmet in the trunk). I told
them I didn't believe this was the case, as the radio console I put in
replaced the center console that comes stock, and the weight
difference between the two wasn't much. I was told I'd need to have
the car weighed. I was only able to get the car weighed with myself
and one other person in the car. The car was under the max weight by
more than 200 pounds in the front, and close to 600 pounds in the
back. Clearly this was not a weight issue, there was something else. I
faxed the documentation of this weight issue over to Mr. Perez. A few
weeks later, Mr. Perez called me back and told me that he STILL
believe it to be a weight issue. I pushed it, telling him it clearly
wasn't, and I had the documentation showing the car was below the
maximum weight. He then told me that putting the radios in the car
voids the cars warranty, and as such, regardless of the weight of the
car, the warranty is void. At this point I called the Customer
Relations Manager who told me my only option was to call the General
Manager, Ron Faudrey, who I called Friday May 7th at 4:10. I have yet
to receive as much as a call back.
It's obvious Peninsula Ford doesn't care. I've filed a Better Business
Bureau complaint, I've registered my complaint with Ford Corporate.
What other agencies would I have be a good starting point?
PS: Peninsula Ford is in Palo Alto, Sunnyvale, and Burlingame
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