Mainland Ford

Mainland Ford responded

Hello afzal; I would love to help and sort out your concern. I am Warner the manager fixed operation , however I am unable to follow up as we have no name, no serial number per car, no phone number. We do service up to 800 vehicles a month which produces a challenge remembering each and every one. If you can, call me direct at the dealership and I can probably put your concern to rest. Thank you Best Regards Warner

afzal responded

Hi Warner, I brought my escape in for Service on Dec 5/14. While my escape was in for the recall. I mentioned to Denny that my escape had problems with the tail light, which is noted on the service invoice. I also notified Denny of an exhaust noise that my escape was making during cold starts. He said that it would be taken care of. When i picked up my Escape the following day, the exhaust ping was still there. He said that although, there is condensation in my taillights he showed it to his manager, and they thought it wouldn't be enough condensation for Ford to Cover??(But we'll wait to hear back from Ford) when is condensation in taillights ever acceptable? Especially on a newer vehicle? The exhaust was never fixed? Later on Dec 6/14 i noticed that my select shift stopped working in Drive, it only works in S mode now. My fuel gauge/ KM to empty was also acting erratic. It would go on when it had 60kms remaining. It is now all over the map, I have sent Pictures to Denny to document this. I also have had a intermittent check engine light due to this recall service which i have never had prior. I had contacted Denny regarding all of this. He said to bring it in. Of course I'm Dissatisfied with the that my truck has more issues now than before the recall service, also the fact that the taillight and exhaust were never taken care of while it was there. I was still waiting for Denny to hear back from Ford regarding the tail lights, still haven't to this day! In December, I contacted Ford of Canada regarding the service i received. They said for now, it is best to resolve it with the dealer, and that the Ford customer service manager would contact me within 3 business days. Its been month now. To me this isn't the level of service i would expect from any car company let alone Ford. Based on Ford of Canada's advice, I tentatively booked an appointed for January 24 at your service department. This was at the beginning of January. (It was delayed because it was the only Saturday available). To add insult, Denny had told me that i would have to rent a car or be dropped off, (no more than 4kms)?? Its already an inconvenience that my vehicle is being serviced on my day off, when i need it? So i would have to be out of pocket for my vehicle not being serviced correctly? Or yet, take the bus home? I once again emailed Ford about that. Fast forward to Jan 17. I was driving my Escape and now the intermittent check engine light is on solid and has been since. I was in the area, brought it in to have the code scanned, Denny said that it was okay to drive on it until the next weeks appointment. He also mentioned that the manager spoke to him and that every thing would be taken care of. On Jan 24, prior to coming to your dealership, I confirmed my appointment in the morning. I called in, a female service adviser answered, she confirmed my appointment. I had asked her if there was a loaner car there? she said no? Annoyed and frustrated, i asked for a ride. {(at this point, i want my truck fixed) I guess i will have to sacrifice a day off!} The adviser had said that we can only drop you off 4 kms??? I asked her what Denny had for me, as the week prior he had told me that his manager spoke to him, and that everything would be taken care of? She said she didn't know, that it would be best to call on Tuesday to speak to him? I'm sorry, at this point, I'm sick of waiting and the games. Initially when i booked the recall service back in December Alexey had said that Ford had agreed to cover rental costs for up to 2 days. Since it wasn't done correctly, what happened to the other day? Why is my truck having more problems now than prior to the recall? Especially to parts related to the recall? Coolant by-pass valve? Erractic fuel gauge? Software? Why did i have to provide a TSB number to have parts ordered for my Escape having that exhaust noise? Shouldn't your Tech know that? I'll leave it up to you with what you want to do with your service department. You can take this as feedback so it doesn't happen again to anyone else. I would say that you need to your service department resolve issues with the vehicle and listen to the customer, also to keep the customer in the know. Waiting to hear from the customer service manager/ Dealer management team for close to a month isn't a good business practice. Kind Regards, Afzal Muhammad

Mainland Ford responded

We have made several attempts to be in contact with this client. It appears there was no interest by the client to resume a dialogue and resolve or have answers to the questions he may have had. There is no connection whatsoever between an update and a fuel gauge failure or misreading. As for a three week delay, the dealership has done what it can, the client has not responded and we are sorry for the break in communication on the consumers part. WM manager fixed operation Mainland Ford

Mainland Ford responded

Mainland Ford said on 02/25/2015 11:17 AM We have made several attempts to be in contact with this client. It appears there was no interest by the client to resume a dialogue and resolve or have answers to the questions he may have had. There is no connection whatsoever between an update and a fuel gauge failure or misreading. As for a three week delay, the dealership has done what it can, the client has not responded and we are sorry for the break in communication on the consumers part. WM manager fixed operation Mainland Ford

afzal responded

The dealer made two phone calls. One on Friday Jan 30th I had called in the evening, the sales department was open, the manager was gone for the day. Feb 2 the dealer tried to contact me again. I don't have time to talk later at work. So i had asked the customer service live chat On Mainland fords website for Warners direct phone number and email. She asked why did i want it? i told her because of a customer service issue. She wanted to know who i was? and what the issue was. I didn't want to discuss the matter with her. Which i didn't consider was her business anyways. I asked her who she was, turned out the live chat isn't run by mainland ford and a third party! They were going to foward my information to the dealer anyways! Instead of running in circles, I decided that i would use this site to message Warner again on Feb 3 which i did! And did discuss my issue! Which wasn't responded to until Feb 25. It seems this dealer runs on 3 week intervals? So the dealer attempts a recall repair on a fuel line? updates the software, which adds an instant fuel economy display which i didnt have prior?(=not a bad feature) Yet the fuel guage, distance to empty is off afterwards(=bad) Really seems unrelated?( sacasm) My truck has warranty on it! I would've told the Mainland to repair the fuel gauge if it had issues when i brought it in for the recall repair. Just like the other issues(exhaust noise, Tailghts) which I had brought up which were not repaired at the time of the recall. Yet my fuel guage, transmission, check engine light (coolant bypass valve) werent not issues prior to the recall. Which were afterwards. I'm sorry the dealer thinks there has been a break in communication on my part, when in fact the proof is right there. My last message was Feb 3rd. The dealer responded on Feb 25. thats another 3 week delay! I guess the dealer has done what they can, 3 weeks at a time. I guess it does start at the top with the dealer.

Mainland Ford responded

Hello Afzal, My name is Sheldon Lloydsmith, I am one of the Sales Managers here with Mainland Ford. I would like to invite you down, to sit with me so I can ensure you are being looked after! I have spoken to the owner about your situation. We would like to resolve your issues. Is there a day and time that is best for you to see me? you can contact me anytime at 778-388-7935 Looking forward to hear from you. Thank you.