Bad service experience

[JoeyToronto]

Hello,

 

I have a 2011 Fusion. a couple of weeks ago I got a message on my dashboard saying move object beside passenger airbag seat and the Airbag sign was on. And I am like WTF! So I looked around the passenger seat and no objects were around it. I immediately took into Ford Dealership for them to check it out.

 

I left my car at the dealership, the next day I got a call saying my car is ready, the problem was that there was "debris underneath the seat of the passenger seat and a wire detached" so they put back the wire. And did the work without my consent.

 

Here's the thing, anyone who owns 2010 to 2012 Fusion know that it's nearly impossible for anything to get underneath those seats because of the mechanical box. Btw, I have an SEL so both the passenger and driver seats are automatic.

 

Here's what bothers me, they went ahead and put together the wire without my consent nor was given a written estimate which under the Ontario Consumer Protection Act Sections 56.1, 57.1 and 58 are breach of law.

 

It ended up being $200 just to put together a wire, diagnosis fee of $114 plus labour.

 

I complained to the Customer Relations Center, the 2 managers of the dealership and the Customer Service Manager and all they offered was a dealership credit (managers offered $47 credit and the CSM offered $100 credit, not combined). Which is useless to me because I'm never returning to them again for service, I cannot trust them and the bad experience. And after this experience I'm never buying a Ford again. Along with that, I filed a complaint with OMVIC and the government. And I will be taking this to civil lawsuit. It may just be $200, but it's a lot more than just $200 here.

 

They never apologized, they acted like it was no big deal, and the first call centre rep was damn rude. She actually asked me "So what did you want us to do?" and hung up.

 

I asked one of the manager if it is common that the wire underneath the seat that connects to airbag signal usually detach, he said it happens but not that common. It's how the car was built.

 

Many times the company blames the customer, they never take ownership of the error and make us pay for it.

 

For me, this is what I've learned from this experience; Never take my car to the dealership for repair, don't use the automatic seats in the car because it may set off something and cost me a lot of money. And never buy crap Ford again.

Edited November 9, 2014 by JoeyToronto

[BlueOval2010]

I've had my seats out and I can see how it's possible for something to knock the connector loose, or bind and pull a wire out of the connector. I had an umbrella jamb under my seat, but it didn't cause any damage to the wires - the umbrella took a hit through. Considering the air bags are a required safety feature I do understand the dealer fixing the issue. This could be a liability issue allowing a customer to drive off with a potentially unsafe vehicle. I do agree they should have notified you prior to the fix to approve the cost. This isn't a Ford issue; the same failure could happen with any brand. Maybe another Ford dealer in your area to do business with?

[JoeyToronto]

Well, I did file a complaint with some organization called OMVIC, it won't do much but the reason why I'm complaining is because they should not be taking advantage of customers and shpuld be following the law as they should be. It's unfortunate because they're the dealership located close by, but I can't trust them and I don't like their service. The Customer Service Manager at Ford, not the dealership offered a $100 in store credit, I told them it's useless to me as I don't plan of going back again.