When we sold the ford fusion the customer was promised new speedo cluster(crack in the glass) and front brakes. Parts were ordered and when the cluster came from ford, ford advised us just to replace, because they already programmed the miles in it. However, when my mechanic finished...
the brakes and replaced the cluster the car was totally immobilized. At this point ford service tells us that they have to program the cluster...We had the car towed to ford on Friday, we called the customer and gave them the number for ford (we were paying for it ). They did not do anything with the car until Tuesday, despite our request to get it fixed that day. The husband called us Saturday and screamed at us and demanded the rental, that no one would provide, new or used dealer...we accommodated them and gave them a car to drive. Two weeks later we get a nasty phone call regarding the sunroof. Warranty did not cover it. Ok we ordered the new sunroof and just asked the customer to give us a deductible of $100. Appointment was set up for Monday the sunroof was replaced just to find out the motor had a defect. We contacted the customer that went in a rage after hearing that. the supplier replaced it by Wednesday and the husband came in to get the keys late Wednesday night and PROMISED that his wife would give us a check for $100 in good faith, however, 2 days later after we tried contacting them the answer was "we are not paying you [redacted]". We could not provide a loaner due to the fact that we did not have a spare tag at the time. We went above and beyond what was promised and done. And we stuck to what we said 100%. Even after two weeks we got a call about a bubble in a tire we paid to replace it without any questions asked though it could have been caused by road conditions...Our title work is done by a title clerk and the tags came the day their tags expired. The husband came in when we opened up and did not get a chance for us to call them. He acted belligerent and irritated. at this point we don not want them as a customer EVER Again. We are a small business and treat everyone with respect and do our best to resolve any problems should they arise.
When we sold the ford fusion the customer was promised new speedo cluster(crack in the glass) and front brakes. Parts were ordered and when the cluster came from ford, ford advised us just to replace, because they already programmed the miles in it. However, when my mechanic finished...
the brakes and replaced the cluster the car was totally immobilized. At this point ford service tells us that they have to program the cluster...We had the car towed to ford on Friday, we called the customer and gave them the number for ford (we were paying for it ). They did not do anything with the car until Tuesday, despite our request to get it fixed that day. The husband called us Saturday and screamed at us and demanded the rental, that no one would provide, new or used dealer...we accommodated them and gave them a car to drive. Two weeks later we get a nasty phone call regarding the sunroof. Warranty did not cover it. Ok we ordered the new sunroof and just asked the customer to give us a deductible of $100. Appointment was set up for Monday the sunroof was replaced just to find out the motor had a defect. We contacted the customer that went in a rage after hearing that. the supplier replaced it by Wednesday and the husband came in to get the keys late Wednesday night and PROMISED that his wife would give us a check for $100 in good faith, however, 2 days later after we tried contacting them the answer was "we are not paying you [redacted]". We could not provide a loaner due to the fact that we did not have a spare tag at the time. We went above and beyond what was promised and done. And we stuck to what we said 100%. Even after two weeks we got a call about a bubble in a tire we paid to replace it without any questions asked though it could have been caused by road conditions...Our title work is done by a title clerk and the tags came the day their tags expired. The husband came in when we opened up and did not get a chance for us to call them. He acted belligerent and irritated. at this point we don not want them as a customer EVER Again. We are a small business and treat everyone with respect and do our best to resolve any problems should they arise.