Gateway Ford Inc.

Customers: BEWARE!!! I've been buying all of my new Fords (15) from Gateway since 1985 - 30 years. I've used their service for all of these cars and have given very positi I've been buying all of my new Fords (15) from Gateway since 1985 - 30 years. I've used their service for all of these cars and have given very positive reviews/surveys until earlier this year. My wife's car left her stranded (broken down on side of road-she is 66!) several times and Gateway could not find the problem. Wife went on internet & found that a specific part was causing these issues but had not been recalled. She contacted Ford Customer Care & the agreed to charge us only 25% of the repair & the told Gateway to fix her car. When Customet Care called Gateway's Service Mgr (Alan Wozniak) he claimed he did not know her car was in the shop!! He LIED! My wife made the appoinment with HIM, took the car to him, gave him the key & discussed the situation with him personally!!! They also told us that all dealers have a pool of money to make such repairs for "prime" customers. They reviewed our purchase record, 15 new cars in 30 yrs, & said Gateway should have considered us "prime" & made this repair without intervention from Customer Care. Custumer Care then gave us an extended "Used Extra Care" warranty to make up for Gateways unacceptable treatment of us! A couple of months after this repair, my wife smelled "radiator water" inside her car. My son @ I found water leaking out onto the ground from the area of the water pump. My wife took the car to Gateway and they did not find any issue! Weeks later my wife took her car back & showed them that her radiator fluid was low (she was adding water every couple of days) & there was no sign of water on the ground. Again Gateway found nothing wrong!! The car is at my house seldom being used. Wozniak told her he did not know if water disappearing into the engine would cause any damage. We have been waiting a couple of months for Wozniak to get a "loaner" so they can try again to find the problem & make a repair. He has told my wife to stop calling him & he will call her. I called Customer Care (Brian) 10/23 & they put me on hold & called Wozniak about this unacceptable situation. Brian came back on phone & said Wozniak promised to have a "loaner" before 10/28. He also said Wozniak admitted that neither of the 2 times our car was in the shop for this problem had been documented. No record of any repair attempt because he decided not to record car being at Gateway. This is now documented by Customer Care! I called Customer Care (Cassandra) 11/16 to say we have not heard from Wozniak & it is 3 weeks past the date he promised a "loaner" (again & again!!). Cassandra confirmed that the warranty they gave us has a rental car allowance ($30/day) when car is in shop & that Gateway should set up rental car & be reimbursed by warranty!! She advised that we should no longef use Gateway & that all our documented information would be reviewed at the next meeting to review their franchise!!! If we are being lied to & treated disrespectfully & unacceptably, others surely are, too. Customers: BEWARE!!! Buren & Bonnie Hollis +December UPDATE I emailed the CEO of Ford Motor Co. and he assigned Lynn from his Executive Offices to help. Dealers are independent so Ford has no control over them. After discussions with me and Gateway, she also recommended I use a different dealer. Gateway made an "offer" which I declined! To accept would usurp my right to free speech - WOW!! They wiuld not schedule repair unless I removed this and 2 other negative reviews plus cancel a Better Business Bureau complaint!!! Holy cow - that is just UNAMERICAN!!! I replied that after a quality repair I would remove or update the reviews. No response from Gateway!! Lynn agreed that I have the right to free speech. She made an appointment with a different dealer and my car is in their shop being repaired. Water pump is being replaced - that is what I told Gateway was wrong on their 1st attempt to repair!!! This dealer also gave my wife a rental car when she took it in for repair!! Repair & rental car is covered by warranty!! Lynn had agreed to pay rental car fee if it was not covered. She also agreed to pat our $100 warranty deductible! Trying to make up for our unacceptable and UNAMERICAN treatment by Gateway!! We will never use or recommend Gateway again!!! This event will be reviewed by Ford when their dealership renewal comes up for renewal! After 30 years of unfaultering loyalty, Gateway treated us with disrespect, discourteously, untruthfully, unacceptable, unappreciative, UNAMERICAN attutude!!! So I say "CUSTOMERS BEWARE"!!!!!!! More