We purchased a 2007 Ford Escape on the 26th of December. The check engine light came on less than 1000 yards from the dealership’s property right after taking delivery. I have a little bit of car knowledge and through some research determined what the problem was (bad coil pack and/or spark plug). Normally that is not a big deal to replace, but on these cars it is a little labor intensive. I realize I had signed the paperwork for buying the car “as is”, but since this problem occurred just after leaving their property after the purchase, I called them to ask if they might at least assist in the repair cost. After a few conversations with the used car sales manager they agreed to at least pay for the $115 diagnostics fee. He asked when I would be in and I told him first thing in the morning and he said he would notify the service department that I was coming in. I showed up 10 minutes before they opened and waited. They opened and checked me in and had no record of anyone telling them that I was coming in. The service staff were great and got the car in quickly for the diagnostic test. The problem was just what I had assumed and the repair cost was $230.00. She went and talked with the used car sales manager and he came to talk to me to say- sorry, you bought the car “as is” and there is nothing we can do. I remained calm and reminded him that this problem had occurred less that 1000 yards from the dealership right after purchase. I also told him that I am willing to assist in the cost, but thought they should at least do something towards the repair. He again said sorry, my hands are tied. So, I had the repair accomplished and paid the bill. Again, I know I signed paperwork saying it was “as is”, but due to the circumstances I thought they should at least contribute to the costs of the repair. I would have even understood better if it had happened the next day, but within 5 minutes after driving it off the car lot I did not understand their unwillingness to at least help. I have purchased several cars at the various West HIlls dealerships over the years, but that did pay any dividends in this case. They seemed to be a little more receptive to customer needs when it was Parr Ford and maybe the new ownership does not have the concerns that the old one did regarding customer satisfaction. It really was not the cost of the repair that upset me because I could afford that with no problems, it was their apparent lack of concern for a happy and repeat customer.
Update- after submitting this review I was contacted by the General Manager of the dealership. He offered to split the repair costs with me. I feel that is a great gesture on his part and a fair and equitable outcome. Thanks!