I purchased a 2014 Ford Fiesta on December 20th, 2014. Since December 20th, my car has been in that shop for over 90 days total. That is 3 months that my car has been out of service in the 5 months that I've owned it.
Within a week of purchasing my vehicle, I had a sudden onset of jerky movements whenever my car tried to accelerate, turn, or brake. I called and was told time and time again “Once the clutch is replaced, the problems should resolve.”
In order to confirm the problem, I brought my car to Mertz Ford in early January. A new clutch for my transmission had to be ordered. The clutch that arrived was defective. I was then told that the new part had no ETA.
I called Ford Customer Service for a more in depth explanation of what was going on.
I took my car in the week of February 8th, 2015 to get my transmission taken out, and my clutch replaced. I picked up my car February 10th.
I came back on Thursday, February 12th to bring up concerns. I explained that my car was still jerking when I made sharp turns and that my brakes did not feel like they were acting properly when I would make a hard stop. I was told that “my clutch was just new and needed to be worn in some more” and that “my brakes were supposed to feel jittery when making a hard stop due to the ABS system working.” Saturday, February 14th, 2015, I was coming up to a stop sign and my brakes felt like they were jerking, jittery, and not slowing the car down. I collided with the vehicle in front of me. I called my insurance company to open a claim and I was instructed to contact Mertz and inform them what happened.
I took my vehicle back to Mertz Ford on Wednesday, February 18th, 2015 to get my brake system checked. The testing and retesting went on for 3 weeks, because they could not find a problem even though there was a code saying otherwise.
During the week of March 1st, I was told that Ford wanted to submit case on my vehicle regarding the brake system and the damage to my car. I was in contact with district manager James Dennis. I mentioned to James that I was going out of the country soon and was told that I had to return the rental on March 11th, 2015.
I was told by service manager Robbie that he received paperwork from James and would be submitting it by March 11th in order for the Office of General Counsel to determine what the next step was. I was overseas for two weeks and did not receive a single phone call or email from anyone from Ford.
I called Saturday, March 21st and was told that no rental vehicle would be provided. I explained that had I NOT left the country, I would still be in the prior rental vehicle because an extension had been granted due to the nature of my situation. They offered an old 2005 Ford Focus station wagon as "the best they could do".
I called corporate and was told for weeks that The Office of General Counsel did not have a phone number, and could only be contacted through mail or fax machine. After a call with a district manager named Connor, I was told that a case request lasts about 15 business days, and for some reason my case was running for longer. I was assured I would be contacted soon, but to no avail.
I finally found a number for the Office of General Counsel and was told that paperwork was never filed back on March 11th. I had already waited a month by this point. In mid April, the paperwork was finally submitted and I received notice stating that Ford denies any claim to the damage on my vehicle. I am left with having a spontaneous and unresolved brake issue on my vehicle as well as damage that I was held from having repaired.
I write this letter on May 5th, 2015, and it has been almost three months since I have seen my vehicle. I have yet to receive a phone call from Mertz Ford since March 21st. There has been no offer of compensation for car/insurance payments or an apology from Ford Motor Company or Mertz Ford.