Mall of Georgia Ford - Service Center

ericatenika responded

I reached out to Stackabury@vtaig.com like requested! This is what I sent to them! Subject: Formal Complaint Regarding Repeated AC Compressor Failures and Inadequate Service at Mall of Georgia Ford Dear Ford Customer Service, I am writing to formally express my frustration and dissatisfaction with the service I received at Mall of Georgia Ford regarding my 2015 Ford Mustang V6 and the improper repair of my air conditioning system. The dealership failed to properly diagnose and repair my AC system in January 2025, which led to another failure just two months later. Now, they are demanding that I pay for additional repairs that should have been addressed during the initial service. Vehicle & Service Details: • Make & Model: 2015 Ford Mustang V6 • Service Dates: January 15, 2025, and March 27, 2025 • January 2025 Invoice Number: 541448 (Attached) • February 2020 Invoice Number: 422722 (Attached) • Case Number with Ford Corporate: CXH-0397-1872-S5H7G1 Background of the Issue: On January 15, 2025, I brought my vehicle to Mall of Georgia Ford due to a noise coming from the A/C area. The diagnosis revealed that the AC compressor had failed internally. At that time, the dealership only replaced the compressor, even though when a compressor fails internally, it sends debris throughout the system, contaminating the condenser, expansion valve, and all ac lines including the suction line with muffler. This industry-standard knowledge was acknowledged when I had a similar issue on February 24, 2020, and Mall of Georgia Ford correctly replaced all necessary components, including: ✔ Compressor ✔ Condenser ✔ Expansion valve ✔ Suction line with muffler ✔ Flushed and retested the AC system However, in January 2025, they failed to follow this same procedure, leading to another failure just two months later. March 2025 Diagnosis & Pricing Issues On March 27, 2025, service advisor Mateo Henao sent me an estimate stating (also attached): “Verified customer concern, performed refrigerant diag and identified the a/c lines are restricted causing the low side pressures to go into a vacuum. This is most likely what caused the compressor to come apart initially. Recommend R&R the condenser, expansion valve, all lines and retest – $2,408.78.” However, the estimate Mateo provided never mentioned the compressor. Only after I contacted Ford Corporate did I find out that my compressor had also failed again. The corporate representative learned this from Billy Heinlein, the general manager at Mall of Georgia Ford, yet it was completely left out of my estimate. This shows that Mall of Georgia Ford is withholding critical information because they know they are at fault. If they had been upfront about the compressor failing again, it would have clearly exposed their negligence in January. Willingness to Pay a Fair Price – But Not Overpay When I questioned the $1,030 parts cost, I contacted two other local Ford dealerships for price comparisons: • Gwinnett Place Ford: $674.77 (including tax) • Five Star Ford: $491.46 (Quote Number: 4921) Mall of Georgia Ford’s parts cost is significantly higher than other Ford dealerships, which I find unjustified and unreasonable. I was willing to pay for the parts at a fair price, but not if I am being overcharged compared to other dealerships in the area. Customer Service Issues & Ford’s Response • When I asked to speak to a supervisor, I was denied. • When I called General Manager Billy Heinlein, he initially agreed to work on a better price but later refused to lower the cost below $1,000. • When I mentioned seeking legal aid, Billy immediately ended the conversation and hung up on me. I then filed a complaint with Ford Corporate (Case #CXH-0397-1872-S5H7G1) and Georgia Consumer Affairs. A Ford representative contacted Billy, and during their conversation, he admitted that my new compressor from January 2025 has now failed again due to the clogged lines—which should have been diagnosed and addressed in January. However, Mall of Georgia Ford refuses to cover the repair under Ford’s 2-year parts and labor warranty, blaming the clogged lines instead of their own negligence. Ford and Mall of Georgia Ford Must Take Responsibility It is clear that Mall of Georgia Ford’s failure to properly diagnose and repair my AC system in January 2025 directly led to this second failure. If they had followed standard repair procedures, I would not be in this situation today. I should not have to pay anything for these repairs because: 1. Ford’s own dealership failed to perform a complete repair in January 2025. 2. They are now admitting that the clogged lines caused the failure, yet refusing to take responsibility. 3. The compressor they installed is now failing—but instead of honoring the 2-year Ford parts warranty, they are shifting the blame. 4. They intentionally withheld information about the compressor failure from my estimate, revealing it only when Ford Corporate got involved. 5. Mall of Georgia Ford previously acknowledged in February 2020 (Invoice #422722) that these components must be replaced when a compressor fails internally, yet in January 2025, they failed to follow this same procedure. Resolution Demanded I request that Ford: 1. Covers the full cost of the necessary repairs, including the compressor, condenser, expansion valve, suction line with muffler, and any additional required components. 2. Reimburses me if I choose to have the repairs performed at another Ford dealership, since I have lost confidence in Mall of Georgia Ford. 3. Investigates Mall of Georgia Ford’s service practices, particularly their failure to properly diagnose repairs, overcharging for parts, and withholding critical information from customers. If this issue is not resolved within five (5) business days, I will be left with no choice but to escalate further by: • Filing a formal complaint with the Better Business Bureau (BBB) • Filing a claim in small claims court for the cost of the repairs • Contacting local news consumer protection teams to expose this unfair treatment I expect Ford Motor Company to stand by its warranty, reputation, and commitment to customer satisfaction. Please contact me at your earliest convenience to resolve this matter!