AutoNation Ford Torrance - Service Center

I have been a Ford owner since 1996 and now own a 2005 Explorer. I have had all maintenance done at South Bay Ford and for the past two years at Power Ford Torrance. The service has always been excell Explorer. I have had all maintenance done at South Bay Ford and for the past two years at Power Ford Torrance. The service has always been excellent at both service centers, unitl today when I spoke with Fixed Operation Director Greg Murphy at Power Ford Torrance. Yesterday I had service on my vehicle, front brakes and oil change. I picked it up at 5pm and when I got home I noticed several small chips on the hood and windshield. This morning I returned to Power Ford and pointed out the chips to the service advisor. He began to try to rub away the small chips by saying something had gotten onto the hood, then realized the paint had chipped away. He referred me to the Operation Director Greg Murphy who began being very condescending by repeating my name several times and shaking his head then told me that I did it, asked how old is the car, said this happens when you drive, it could never happen here. He continued to shake his head as he spoke, as if I didn’t know what I was talking about. I asked if they test drove the car and that construction had been going on along the back road, he said I was “stretching” and that he takes no responsibility. He was finished with me at this point and said again that they take no responsibility. At this point I was getting pretty upset that after all of the business I have done with Ford and this how Greg Murphy decides to treat me, a customer. I never asked for anything to be replaced or fixed, I wanted to point out that I left my vehicle and something happened to it. Greg Murphy’s attitude and that fact that he pointed out twice that he’s been there “25 years and this never has happened” basically said that I was lying. When I asked for his card and said how bad his customer service is he told me to get off the property. The appropriate thing for customer service to say would be, “We are sorry this happened but we cannot fix or replace this but next time we’ll make sure it doesn’t happen again.” Not to make the customer feel like an idiot for bringing this to their attention. Mr. Greg Murphy may have been at his job too long and could use some customer service training to better his people skills. More

While on the freeway cruising at about 70 mph, my friend all of a sudden experienced a loss of power and a loud popping, hissing noise. She pulled over and even though the engine could still run with the no all of a sudden experienced a loss of power and a loud popping, hissing noise. She pulled over and even though the engine could still run with the noise and roughness, she decided to call a tow truck. She towed it to Power Ford here in Torrance. They diagnosed it as "#6 cylinder at 20% compression, recommend long block replacement". When I questioned the service writer, Tom Noone,Assistant Service Manager about the well known issue with this particular series of engine of spark plugs blowing out causing the threads to strip out, Mr. Noone said that it was a rare occurrence and that it was not the problem with my friends engine. He said that it would cost $2200 to disassemble the engine and find the actual problem. Mr. Noon said that he did not recommend it because more than likely my friend would then still have to replace the engine at an additional cost of $9000. She told him that she did not have that kind of money available and that she would take her vehicle and think about her options. I was able to drive it two miles home. I removed the left bank cover to the coil packs and spark plugs. I discovered that the #6 cylinder spark plug had blown out from its threads and the coil pack had completely melted from the boot to the coil. I repaired it by re-threading the spark plug hole and using an insert as recommended on the sites that I have discovered on line. I really believe that POWER FORD in Torrance knew what the problem was and choose to try and sell my friend an engine for $9000 dollars instead of repairing the engine at a reported cost of $600-800 dollars. The "FORD TOUGH" is more like "FORD WEAK". You pay $65,000 for a Lincoln Navigator and 114,000 miles later they want you to pay another $9000 for a new engine. INCREDIBLE. We will make sure to tell all our friends and family about how "FORD" and especially POWER FORD in TOrrance are not a reputable company and all though I would love to by an American car, we will never by another FORD vehicle. More