This meant to show dissatisfaction with Mr. Thomas Mackey, or the work preformed, but with the lack of concern of the Ford Motor Company with a part design flaw.
On the 2nd of January 2019 I took the vehicle in for an oil change and the works package, which includes tire rotation. The service manager came back to me telling me he couldn't rotate the tires because of your lug nuts being disfigured from driving. (In as the swell up). He indicated the tires could not be rotated unless all the lug nuts were replaced, at my cost. As this is a design flaw I suggested that they change them at no cost. All the service manage would offer is the number of Ford Customer Service.
That number was called within the next 2 days and taken by a call-center located probably in India. They listened, put me on hold several times and came back with the same line, that they could not do anything. Asked to talk to a supervisor and they declined to do that. I asked what options were left and they said write customer serve. They were customer service and now they are telling me to write customer service.
As the owner of a Ford Fusion, there has been a consistent problem with the lug nuts on the vehicle, which is in a design flaw. Your company has seen fit to put an covering over the steel portion of the part, which under normal driving swells up. As a result if you get a flat tire you cannot change the tire as the tools that come with the vehicle, as they won't fit anymore. This has been an ongoing problem since I purchased the vehicle, more often than not the service depart don't even have them on hand, have complained to the service departments each time the car has been serviced, which has only been done by your own dealerships.
This vehicle was bought and only serviced at Bill Kay Ford, located at 14633 S. Cicero Ave, in Midlothian, IL. 60455.
As it is a part design problem (flaw) common sense would indicate that if said part needs to be replaced, this should be done not at the cost of the customer, but the manufacturer.