I was a return customer (2012) who had a Base Model 2103 Ford Escape, that I traded in to the Ecoboost 2013 Ford Escape 10./2/13. Not even 2 weeks after the purchase, that moon roof console broke. I was told to bring it back the next Friday for it to be fixed. I brought it in at 8am to service and dropped ot off. They said a few hours, it will be fixed. After calls from us (that weren't being returned) we finally got a call at 4:39 that afternoon, and stated my truck would not be ready until the next Tuesday. Eventually they got the part in but on THUSRDAY! 2 days past the original date. I called corporate after the first incident to see if I could get anywhere. When I got my truck the next day after returning the most disgusting rental I have ever been in, ever! My truck was out in the heat and none of the dash buttons worked at all. Nothing worked not even volume. That's when As I was drving the truck more I noticed that the transmission slips between 1-2 and 3-4, which is a MAJOR Problem for me. Also there is smoke coming from somewhere that seeps into my truck, even with AC starting at 60-65mp, everyday! I have a 8.5 month old daughter and we felt we were being repsonsible by buying a new vehicle, but with the smoke and her developing lungs it is unacceptabke!!!! Also, affer specifiicaly asking for NO GREASY figers to touch my almost white interior, there were prints from the passenger side all the way to the sunroff conpartment. We were wating to hear a call from Wendy Pinson to discuss the fact that we want this truck taken back, bought back, or traded for the same vihcle. I am not loooking to make any gain from this situation, I just want to be made whole! I got my truck back today after it being at the shop since 10/18/`13, the interior was cleaned up. They fixed the moonroof compartment and the right rear fender. No sooner as I got to 65 on the HWY it was still smoking. I went back to the delaership and spoke with the sales guy NOE who sold us the truck and told him he had another truck on the lot that was the same as model and all I wanted was to made whole. I told him that he knew 2-5 days after us buying the truck we were unhappy and he did nothing with that information when I feel like if he had I would already be in a different truck. Here I am paying $761 for a truck that keeps going into the shop, and nothing besides cosmetic stuff has been fixed, I couldn't duplicate the smoke with Todd the Shop Super, so they just let me take the truck. I got no paperwork stating what has been done and mt CC. I understand that if this truck is bought back you, you can't re-sell it, and the same applies this gets to the point I have to file a Texas Lemon Law Suit. All I'm asking is for the same truck, just not this one. I don't feel safe in it for me or my family and I don' t think it's fair this Randall Reed Planet Ford on Hwy 59 is acting this way to a repeat customer. I'm taking it back on Monday and I do not want the same truck back. I don't believe a NEW truck should need to be fixed and I do not want this truck anymore based upon: 1) due to it being a new truck having work done on it should not occur and has never happened with any new vehivcle I have bought. 2) the smoke that comes into the cabin when I'm on the Highway is a true issue and concern for me and my daughter 3) the transmission should not be slipping, and I do not feel safe. If someone with some type of Authorization and Title to take my truck back and put me in the same or equalvehicle could call me and get ne out if this horrible truck, that would be greatly appreciated. At this point I'm ready to call the bank and just give the truck back to Ford because the issues are major ones.
Today I returned a call to Wendy Eisehower at Ford Corprate who said them GM did not want me back at their dealership.......VERY VERY POOR CUSTOMER RELATIONS AND ETTIQUETTE!
I had one employee Giovionni who rode with me and smelled the smell and they completely dismiss what he said, and now state that he thought he smelled it!!!!
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Noe, Chris in Service (no longer there), and the Shop Foreman