Elder Ford of Tampa

My first Roush and the experience from going to Elder Ford. The worst experience of my life started the day I went to Elder Ford of Tampa. Let me start at the beginning. My dad retired from Ford, he went to wo The worst experience of my life started the day I went to Elder Ford of Tampa. Let me start at the beginning. My dad retired from Ford, he went to work for Roush and eventually retired from there. Roush and Ford has always been a love in my family. March 11, 2017 I made my way to Elder Ford of Tampa to look at a new car. It was a beautiful new Race Red 2015 Roush Stage1 Eco boost premium, performance pack with 137miles on it and Mickey Thompson tires to boot. The salesman Bo said it had the latch recall and was unsellable (this is why it was still on the lot). So excitedly I called my mom and sent her the pics, Dad got his pin and it was mine. There were a few issues with it but I had a promise note that it would get fixed: Repair tint, battery hold down screws, lug nut lock and bag, front bumper lower fascia damage. Mike Mahovlic the service manager told me do not worry about it we will take care of everything. They set me up with a CAI and Roush tune; I paid extra for the warranty as well. Since I would have to bring it back in to get a few of the promised items taken care of I had the calipers set up to be painted also. March 28, 2017 I take it in and they give me some of the missing items: Ford Owner’s manual, sync paperwork, lock for lug nuts, battery hold down screws and a lemon law book. The trunk mounted toolkit was on order so I would get that later and they would fix the navigation and lower fascia while it was there. The hood scoop was lifting and Mike took pictures and said it was a known issue and Roush had a fix but it needed to be submitted through them for the warranty coverage. My mom was diagnosed with cancer and my life stopped, I picked up my car and drove to Michigan. A little over a year later I contact Elder Ford to let them know I still needed to get the additional items and I had a list of issues that needed to be addressed. I scheduled my appointment for May 12, 2018. Bo, the sales person no longer works there. Mike the service manager is no longer there. So I go in and see Anthony Scott and we go over everything and walk around the car. I now have about 6000 miles on my car. The work order consisted of: pony lights on mirrors distorted, hood scoop lifting, a clicking sound while turning the wheel and the car felt a little bouncy, driver’s window squeaks, fog light seal (lets water into the light), back up camera malfunctioning, navigation still not working. Still distraught from the outcome with my mom, I tell Anthony please look over the whole car. I forget about the trunk mounted tool kit. A week later I get the call, your all set come and get it. Keep in mind Elder Ford is 60 miles from my home. I go get my car the following Saturday. Both mirrors are damaged and there is glue everywhere. The door paint is chipped and damaged, the hood scoop wasn’t touched, the clicking noise is gone, the backup camera works, the navigation is not working and the tech doesn’t know why, fog light not repaired. We discuss the hood scoop needing to be authorized and the new one ordered, he takes pictures and decide that as soon as it comes in I will come back. At this point I do not want to leave my car there. Before I get out of the driveway the car still feels a little bouncy. I go back to the tech and am told everything checked out fine and the Mickey Thompson tires feel the road don’t worry. I wait a week and call to see where we are with things, and have to leave a message. Multiple calls and messages later I return my survey and at this point it is not good. July 27, 2018 I get a call from Miguel Alverez. He drives to my home and we go over all of the issues. He sends me an email promising to take care of everything: Repair/ replace hood scoop, repair/replace mirrors, repair/replace lower splitter, repair/replace fog light/ repair door damage/ full detail and clean, and transport my car to and from the dealership. I call after waiting 2 weeks and leave a message. I email text and nothing. Aug 24, 2018 still nothing. I emailed and texted Robert Tucci and nothing. Left more messages. Sept 4, 2018 I finally lose it; the customer service rep says Miguel no longer works there. She puts me on the phone with Jason Faiella and I have to go through the whole story again. I forward the email from Miguel and Jason said he will go over it and call me back. Sept 11, 2018 oh now they cannot transport my car and I need a copy of the promise note (I have it). I take my car up there again on Sept 15, 2018 and I explain the car is still bouncy, it was just there in May and the tech said it was the Mickey Thompson tires that feel the road imperfections. If things couldn’t have been enough to make you want to scream the following will. 3 of the 4 tires have heavy dry rot and the production date is from 2012, and you need to replace all 4 as a recommendation. I ask if it’s normal to put a production date of 2012 on a new car and why wasn’t this noticed in May. There are 8000 miles on my car, its 1 ½ years old and I am supposed to replace 4 tires due to heavy dry rot. Oh the kicker... Jason said I told him I replaced the factory tires with these ones. I send him pictures from their showroom with these tires and I call Roush. I’m told Cooper tires were on the 14 models and earlier, and Cooper owns Mickey Thompson. Some 15 models got Cooper and some got Mickey Thompson. I ask Jason to look into the records and the advertisement from a year and a half ago to help me out. Nope. It’s past the warranty anyway according to him. I ask about the tire manufacturer warranty. No help. So as of today I have to pay for 4 new tires and an alignment on a brand new 8000 mile Roush. I requested that they keep the tires so I can see the dry rot. I have not had any update regarding the warranty work for the hood scoop and I fear they did not follow the guidelines though I do not know. I am not looking for sympathy, and my mom loved the car! I will keep that memory of her forever. I only ask that Elder Ford of Tampa makes this wrong a right. Sept 26 2018. Jason texts me to say it’s all good and ready. I confirm each item. Hood scoop, front splitter, fog light, bouncy feeling, mirror and door damage, navigation and the tires they took off to be set by the car. Yes yes and yes. Oh the fog light can’t be confirmed now, though pictures were taken of the water in it. Confirmed yet again and said please make sure it’s a drive for me to get up there. Yes it’s perfect. I leave work 3 hours early get stuck in traffic and finally get there. They say ok pay for the new tires, and I ask to see the old ones. Ironically the used tire guy just picked them up. WHAT!! Oh it gets better, the hood scoop is glued down and you can see the glue (it is already lifting, and now it’s the hole scoop) the rims are gouged and damaged. The installer who put the new front splitter on screwed through the plastic on the top front of the car and it’s cracked with 2 lovely holes in it and you can see the tip of the screws. The mirrors were just buffed. I ask if he thought this was acceptable and did he even look at it. Oh yes he personally oversaw all the work. I wear glasses and I could see all these issues with them off. No apology, and to get me out of there they will send a new spare tire to my home. They will refinish the rim damage and fix the front end. I said ok I will leave it here and take the rental so I don’t have to put any more miles on my car. They can’t do that, don’t know how long it will take. WHAT….Out of anger I say you know what, let’s just trade it in then and you can deal with it. he leaves and comes back to tell me they will give me 16k only because it’s a Roush and due to all the issues with it. I am serious, that is what I was told. I wouldn’t part with my xxx. it’s got a sentimental attachment at this point (cause of my mom). SO BUYER BEWARE. Elder Ford of Tampa will not treat you fairly. I wonder if I were a man if the treatment would be different. This story is far from over, and again I apologize for my rant. PS. The hood scoop lifted all the way around before I even got home. The car is still bouncy, and one of the center caps fell off. The buffed mirrors, Jason said that what i saw was love bug juice yet it won't come off. Sigh.Elder Ford is aware of the problems they caused. I hope that it gets worked out soon. My confidence in Elder Ford of Tampa is another issue altogether, but it is the closest Roush dealer to me. It has taken a lot of patience to deal with this, but as I said I was busy with my mom. Whom I miss so very much. The memory of her face in my car going down the road in MI is something I will never forget. More

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