Escalation point at Ford

[NJStang]

Hi guys,

does anyone have any recommendation on an escalation point at Ford? Basically I want to escalate a recent experience I had with a local Ford dealership with my DH. Couple of months back I went in for service to have my headlight replaced under the warranty as it was fogging up. Easy job is what I thought. In the process of changing the headlight the mechanic working on the car scratched and chipped the fender. I have been fighting with them to get it fixed properly ever since and now it got to a point where they are not returning my calls, texts or emails. I escalated to Ford but they are saying they cannot do much here as the damage was done by the dealership. Surely there’s got to be a way for Ford to step in. Any guidance would be greatly appreciated.

Sponsored

 

[Q6543]

Nope, Ford and dealers are separate entities.

Post some pics so we can see how bad it is.
But if I understand, dealer did work on your car, damaged the paint and is not willing to repair the paint damage?

 

[NJStang]

Correct. These are not huge, but can’t let this go. Car has 900 miles on it, garage kept.

 

[Gregs24]

What tools did they use? A hammer and chisel?

 

[smurfslayer]

Is it just cosmetic, or structural - and dents or more significant damage?

If it’s just the paint coat/cosmetic, then that’s probably about .. maybe a buck fifty at a body shop. If it were me, I’d have a lawyer write them a letter explaining that you’ll be taking the car to a body shop of your choice to repair the damage they did, and that you(the dealer) will be on the hook for all repairs, legal fees, mileage to/from the body shop and a rental for the entire time it takes to repair the vehicle to your satisfaction.

They obviously don’t want to help or make it right and Ford has insulated themselves with the dealer franchise agreement. The dealership is independent and Ford is unlikely to help.
The dealer will dismiss you and any letter you write, but they’re unlikely to dismiss the letter from a lawyer on law firm letterhead. And they may initially resist but if you can show the car went in undamaged and show it came out damaged, then it shouldn’t be all that difficult to get it paid for.

 

[robvas]

Unfortunately Ford stopped monitoring this forum as of the end of the year

 

[dusman59]

Always take full pictures of entire car in and out before any dealer work. Some dealers will do the same to protect themselves as well.

 

[Wiley Marmot]

If you go the self paid repair route; as outline by @smurfslayer ;.......................do you have a Small Claims Court in Jersey you could seek financial redress in? If so; it might be a cheaper alternative to hiring a shark and litigating the issue (I'd still have a lawyer write them the letter though).

Best of luck getting that BS settled to your satisfaction!

 

[jimbo67]

Always take full pictures of entire car in and out before any dealer work. Some dealers will do the same to protect themselves as well.

Absolutely take pictures, we do this to every car that comes in the shop. Not sure why they would let service/mechanics replace the headlight? Should go to the body shop.

 

[GrabberB]

Hi guys,

does anyone have any recommendation on an escalation point at Ford? Basically I want to escalate a recent experience I had with a local Ford dealership with my DH. Couple of months back I went in for service to have my headlight replaced under the warranty as it was fogging up. Easy job is what I thought. In the process of changing the headlight the mechanic working on the car scratched and chipped the fender. I have been fighting with them to get it fixed properly ever since and now it got to a point where they are not returning my calls, texts or emails. I escalated to Ford but they are saying they cannot do much here as the damage was done by the dealership. Surely there’s got to be a way for Ford to step in. Any guidance would be greatly appreciated.

Have you tried a face to face with the General manger at the dealer? If not, that is the best starting point. Way harder to avoid someone who wants a face to face meeting.

From a legal standpoint it will be very hard to prove this without before and after photos. Yes, you know they did this and they do too. Others who do not have a "dog in the race" will have no idea who is telling the truth without proof.

 

[roadpilot]

Most dealerships are independently owned and operated.

Small claims court.

 

[teermin8r]

Most dealers hate bad reviews on Google and Facebook. That usually gets there attention

 

[RLE55]

As others mentioned....Small Claims Court. Hiring a lawyer will cost you $350 an hour or more and that's just for their time. Any paperwork that needs to be filed is extra.

 

[MM24GT]

You may want to file a complaint with BBB. My daughter has filed complaints with them and has been successful resolving the issue. They’ll reach out and try mediate a solution . Most businesses don’t like negative complaints on their BBB rating.

 

[fishinrich]

I would do a review of the dealer on Google Maps. I have done good and bad reviews and the owners of the business do read these as do many, many customers.

Sponsored