Power Ford

Power Ford responded

Thank you for reaching out and sharing your experience with us in such a detailed manner. We sincerely regret to hear about the inconveniences you have faced, especially concerning the issues with your vehicle's air conditioning system after the repairs it underwent at Power Ford. Understanding the discomfort and frustration such situations can induce, especially after investing significant time and effort, is paramount to us. We highly value your loyalty to Ford and your trust in our service and products. Regarding the air conditioning issue, we appreciate the diligence with which you pursued a resolution, including your interactions with Mr. Brendon Orth and the subsequent diagnosis at Sunrise Ford. We understand the disappointment and inconvenience caused by discovering the additional problem after believing the situation was resolved. In light of this, while Power Ford will uphold the previously agreed financial contribution towards the diagnostics and initial refill of the air conditioning fluid. The possible tubing damage identified is outside the scope of what we can conclusively determine as related to the repair work performed at our facility. This limits how much Power Ford can participate financially in the repair beyond what we have already committed. While we understand this might not be the resolution you hoped for, we assure you that your feedback has been heard. Thank you for bringing this matter to our attention and allowing us to address it. We look forward to serving you better in the future.

Dissatisfied customer responded

That was their response to my complaint letter: Robert Sneed President and Managing Partner Power Ford 1101 Montano Rd NE Albuquerque, NM 87017 Dear Mr. Sneed, I am writing to express my disappointment with the service provided by Power Ford, particularly in relation to a recent incident involving my vehicle’s air conditioning system. First, our back story. In late September, my wife and I drove from California to Kansas to visit my wife’s ailing sister. Along the way, our Ford Fiesta broke down in New Mexico. We towed our vehicle to the nearest Ford service station, which happened to be Power Ford. Upon arriving, they told us that the engine of our vehicle was completely out of oil, despite our regular maintenance. We got a hotel and waited a few days for it to be fixed. The service department at Power Ford said that the vehicle would need a completely new engine, but instead they decided to try to fix it. While trying to fix it, they said they needed a particular part and that part was out of stock due to supply chain shortages and the union strike. Sensing the fix was going to take longer than expected, we took a train home, leaving our car behind to get fixed. Days turned into weeks, turned into months. After months of them being unable to find the part, I contacted Ford Protect, the Ford warranty people, and they were able to find the part at another dealership. I got the other dealership in contact with Power Ford and Power Ford began fixing my car. After six months, the car was fixed and we took a train back to New Mexico to retrieve it. Upon leaving New Mexico, to drive back to California, my wife and I attempted to use the, previously functioning, air conditioner–It did not work. This was extremely frustrating and inconvenient as my vehicle had been in the service department at Power Ford for such an extended period of time and we were about to drive home through the hot desert. On March 16, 2024, I contacted Mr. Brendon, the service manager at Power Ford, to report that my vehicle’s air conditioning was not functioning properly. Given the extensive repairs and the significant investment of time and money on my part, I expected that my vehicle would be returned to me in a functional condition. Since we were already on the road, Mr. Brendon suggested that we take the vehicle to our local dealership instead. Upon arriving back in California, we took it to the local dealership in Fontana, Sunrise Ford. They did some diagnostics on the air conditioner and refilled the air conditioning fluid. They contacted Power Ford and Power Ford agreed to pay $550 for the diagnostics and fluid. However, after leaving the vehicle overnight, the fluid for the air conditioner was low again. Upon further testing, Sunrise Ford found that some of the tubing connecting to the compressor was bent and broken, causing a leak. They contacted Power Ford again, and Power Ford told them that they would only pay $550 for the refill and original diagnostics, not the assessment of the actual problem. Fixing the broken tubing costs an additional $700. The tubing was not broken before we brought the vehicle into Power Ford– the air conditioner was working completely fine. Mr. Brendon suggested that they send the repair bill to the warranty, but the warranty denied it because it wasn’t a manufacturers’ issue and that is what the warranty covers. Mr. Brendon said he would pay for the diagnostic and the fluid, but that Power Ford will not pay for the damage they caused–the broken tubing. Despite contacting Mr. Brendon to address the issue, I was disappointed by the lack of assuming responsibility on the part of Power Ford– my air conditioner worked properly before bringing my car in. As a loyal customer of Ford, I had hoped for a more satisfactory resolution to this matter. I am requesting that Power Ford take immediate action to rectify the situation. This would include covering the repair cost of the air conditioning system that was damaged by the Power Ford service department, covering the cost of the battery I was forced to buy at Power Ford, despite my battery functioning properly before taking it there (I was required to buy a new battery for them to release my car.), as well as a commitment to improving the quality control measures in place within your service department, so this doesn’t happen to anyone else in the future. I bought the most expensive warranty to avoid ever having to deal with something like this. Furthermore, I would appreciate open communication throughout the resolution process and assurances that steps will be taken to resolve this matter. I look forward to your prompt response, and a resolution to this issue. Thank you for your attention to this matter. Sincerely, Angel Gonzalez Power Ford RO#: 882515 | Tag#: 3852D

Power Ford responded

Thank you for your wonderful review! We're thrilled that AQ provided you with great, attentive, and honest service, making your truck purchase a pleasant experience. It's fantastic to know our finance manager also contributed positively. Your satisfaction is our priority; we're so pleased you're happy with your new truck. We look forward to serving you again. –Matt

Power Ford responded

Thank you for your wonderful review! We're pleased to hear Darren was able to assist you effectively with your car issues. We pride ourselves on our dedication to listening and providing knowledgeable solutions. If we can do anything for you, please reach out. We ❤️ being your Ford dealer! #MyFordDealer –Matt

Power Ford responded

Thank you, Manuel, for your 5-star review! We're thrilled we could promptly accommodate your maintenance needs in Albuquerque. Our goal is to ensure efficient and effective service. Your satisfaction is important to us, and we look forward to assisting you again in the future. –Matt

Power Ford responded

Thank you, Chris, for your glowing review! We're delighted our service department's knowledge and communication have made us your go-to for repairs and service. We look forward to continuing to provide you with exceptional service. –Matt

Power Ford responded

Thank you, Paul, for your excellent review! We're glad to hear Noah and Destiny provided great service, respecting your time and offering their expertise. We appreciate your feedback and look forward to serving you again. –Matt

Power Ford responded

Thank you, Kayla, for your wonderful review! We're thrilled to hear you and your husband are happy with your 2023 Ford Bronco. It was our pleasure to assist you. Enjoy your adventures in your new Bronco, and we're here whenever you need further assistance. –Matt

Power Ford responded

Thank you for your great review! We're delighted Brittney provided you with prompt and reliable service, ensuring a very pleasant experience. Your satisfaction is important to us, and we look forward to serving you again. –Matt

Power Ford responded

Thank you for your wonderful review! We're thrilled to hear about your awesome experience with Darren at Power Ford. Your recommendation means a lot to us, and we're excited to welcome you back in the future! –Matt

Power Ford responded

Thank you for your positive review! We're glad you've had excellent experiences with our customer care team and services at Power Ford. Your satisfaction and swift service are our priorities. We're excited about the possibility of assisting you with your next vehicle purchase and look forward to welcoming you back! –Matt