Five Star Ford Stone Mountain nightmare:
On August 28, 2020, I bought a brand new Ford F-150. I have been a Ford person all my life; however, I had not suspected that this would be a dreadful experience. Right before the ten thousand miles, the truck was having problems. It was misfiring and failing to turn on. The malfunction light went on. I took it back to the dealership on June 02 2021 and my nightmare just started. This dealership has two sides. If you are lucky enough to deal with the front one, the sale side, you are fine. The problem is when you have to deal with the service department and your problem is not a basic one.
For two weeks, I did not hear from the dealership. Finally, a manager answered my calls. It was a terrible experience: This manager could not understand why I was so upset. I have not had transportation for two weeks and I have not heard from you either. The manager was quick in reminding me that the dealership was not liable for any situation arising from the malfunction of my new truck, - that I was responsible for finding alternative transportation, and that they will only reimburse $45 daily of my rental cost. Rental car availability during that time of Covid-pandemic was scarce and the cost was up considerably. This manager went as far as challenging me to suit them in court: “Don’t you know the papers you signed up,” he said.
At this point, their mechanics had changed several parts on the truck, but they were not able to fix the problem.
One month later, still without a truck, and relying on rental cars for my work and transportation, I filed a complaint with the Ga Consumer Protection Agency and I filed for Lemon Law Status.
Right after I filed for Lemon Law status, I received a text message from Five Star Ford Stone Mountain wanting to buy my truck back. I got in a text message exchange with this person to arrange a day and time to meet. A few days later, I arrived at the dealership for this meeting. The manager, I suppose to meet, showed up 30 minutes later. He started with the classical “How might I help you?” I could not believe it, but I explained that we had a scheduled meeting, that my truck has been in their possession for about a month, and that my purpose in attending this meeting was to hear what they could offer me. He told me that he was not aware of any scheduled meeting, neither of my situations. The text message conversation I had was with computer-generated software. I ended up walking out of his office and wondering how they manage to stay in business with such service.
On July 7, 2021, I received a call from Five Star Ford Stone Mountain claiming the truck was ready to pick up. I was surprised that after a month in the shop they had managed to fix it, but nothing further from the truth. They were trying to trick me into taking the truck out of the shop and delaying the process. I asked for the most recent invoice of work done to the truck to find out that nothing new had been done to it. The manager could not explain how the car suddenly and without any work done to it was miraculously fixed.
My luck did not change much with my dealing with Ford Motor Company. I must recognize some sympathetic voices in the process, but the process itself is made to wear you out.
In my first attempt to get in touch with Ford Motor Company, I called them inquiring about the mailing address of the department responsible for receiving and answering my claim. They insisted that I should file my claim on the phone and refused to give me a mailing address. I knew better at this point. I had to find the address online.
Three months later, on September 02, 2021, after many unanswered calls, I received a call from Five Star Ford Stone Mountain notifying me that Ford Motor Company had sent a check for the total cost of my truck. They were finally repurchasing the lemon.
At this point, Ford Motor Company and/ or Five Star Ford Stone Mountain have not reimbursed me for the total cost of my rental car expenses, so this fight continues. I will keep you posted.