Capital Ford

On Sat. 8/30/14 I took my 2009 [redacted] Escape into Capital [redacted] in Carson City so that a recall issue could be taken care. I mentioned at that time that the "airbag" light had been on in my car for about 3 weeks and asked if that while they were doing the recall issue if they could also run a diagnostic test to find out why the airbag light was turned on. The [redacted] service representative said they did not have time to do that but he would mention it to the mechanic and maybe they could find time. After 2 hours of waiting for my car, I was told that the airbag clock spring was broken and I owed Capital [redacted] $110.64 for this test. I was also told they did not have the part in stock needed for my car and that the $110.64 would be applied towards the approx. $400.00 total it would cost (the part and labor estimate) to have this part replaced.I would like a refund of the $110.64 that Capital [redacted] charged me to tell me something was wrong with the airbags in my car. I already knew something was wrong.....that is why the light was on in my dashboard. This business is taking advantage of customers by charging them over $100.00 to tell them something is wrong.Thank you for your assistance.Desired SettlementA refund of the $110.64 charged to my credit card.Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]The customer is correct in that she asked us to look at the airbag light.She is also correct in that something is wrong hence forth the AIR BAG light being on. We charged the diagnostic fee to check the circuits and scan vehicles safety system for codes and faults. The tech found that there was improper ohm readings pointing to the airbag clock spring in the steering wheel. We tested this and found it to be faulty. The notes to follow are the the Techs findings verbatum.PERFORMED RESTRAINT DIAG. RAN IDS PERFORMED SELF TEST FOUND DTC B0002. THEN RAN IDS. MONITORED 1ST AND 2ND AIR BAG. DEPLOYMENT(signal) FOUND 1ST 3 OHMS AND 2ND AT 65 OHMS. REMOVED THE LEFT AIR BAG AND PERFORMED (wire)WIGGLE TEST FOUND 2ND DROPS TO 3 OHMS THEN BACK INSTALLED A SIMULATOR AND RETESTED SAME.GOT P AND A ON CLOCK SPRING. CUSTOMER DECLINED REPAIRS, CUSTOMER IS AWARE THAT WHEN THE AIRBAG LIGHT IS ON THE AIRBAGS ARE DISABLED. There was obviously time and testing to determine cause of concern. Customer asked us to find out WHY the light was on, This is why. She signed and estimate for this concern and was aware of the charge prior to diag. We feel no reason to reimburse the customer for services asked for and performed.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not accept the response from Capital Ford for a couple of reasons:1. I am a customer of Ford, I own a Ford vehicle, and Capital Ford should not charge such exorbitant fees to an owner of a Ford vehicle that only has approx. 63,000 miles on it to run a diagnostic test. If they want to charge a ridiculous fee to someone who does not own a Ford, that is a different story.2. The time spent on my car was minimal. When I booked the appointment for the recalls that needed to be performed on my car (these recalls had nothing to do with airbags), I was told the recall work would take approximately 3 hours. When I arrived at Capital Ford for the appt., I informed the service person that the airbag light was on and I would like them to look into why that light was on. I was then told "We do not have time to check the airbag light because we need 3 hours to do the recall work." HOWEVER....I was approached after 2 hours of being in the waiting room and told all of the recall work was done AND the airbag light had been checked. So what was supposed to originally take 3 hours WITHOUT checking the airbag light then took only 2 hours WITH checking the airbag light. Obviously, it did not take Capital Ford an hour to check the airbag light at all because the majority of the 2 hours I was at the dealership was spent on doing the recall work. 3. Capital Ford is taking advantage of customers by charging ridiculously exorbitant fees for performing a FEW MINUTES of diagnostic work on a Ford vehicle. I believe that Capital Ford would want to provide BETTER BUSINESS services to their customers and that is why I have written to the Revdex.com.Final Business Response ALL OF OUR CLIENTS ARE CUSTOMERS OF FORD IN ONE WAY OR ANOTHER. THEY COME HERE FOR SERVICE WORK ON ALL MAKES AND MODELS,[redacted] DODGES [redacted] ETC WHICH MAKES THEM A FORD CUSTOMER. WHY WOULD IT BE FAIR TO CHARGE THEM MORE THAN A FORD CUSTOMER? I DON'T UNDERSTAND. EVERYONE PAYS THE SAME AMOUNT. THE TIME QUOTED FOR THE REPAIRS WASN'T JUST THE TIME TO DO THE RECALLS; IT INCLUDES THE WAIT TIME BASED ON SHOP LOAD TO GET THE CAR INTO THE SHOP TO PERFORM THE WORK AS REQUESTED. WITH THE RECALLS AS STATED ON THE REPAIR ORDER, TOTAL TIME TO DO BOTH WITHOUT ANY FURTHER REPAIRS FOUND DURING THE INSPECTION PROCESS FOR THOSE RECALLS IS .6 OF AN HOUR. COUPLE THIS WITH THE 1.0 HOUR TO DIAGNOSE THE AIRBAG, WE ARE AT 24 MINUTES SHY OF THE 2 HOURS THE CUSTOMER WAS HERE. THAT 24 MINUTE WINDOW IS ENOUGH TIME TO WRITE UP THE VEHICLE, PULL IT OUT AND PARK IT FOR APPX 10 MINUTES BEFORE THE TECHNICIAN PULLED IT IN TO START THE WORK. THE AVAILABILTY TO PERFORM THE WORK EARLIER THAN THE INITIAL 3 HOURS QUOTED WAS DUE TO ANOTHER TECHNICIANS CURRENT JOB BEING PUT ON HOLD FOR PARTS, MAKING HIM AVAILABLE TO PERFORM THE RECALLS ON THE CUSTOMERS VEHICLE. UNFORSEEN TIME CHANGES IN THE SHOP ARE COMMEN DUE TO UNFORSEEN CIRCUMSTANCES SUCH AS PARTS AVAILABILITY, AN EMPLOYEE CALLING IN SICK OR RETURNING EARLY FROM TIME OFF, NO SHOW APOINTMENTS OR VARIOUS OTHER POSSIBILITIES. THE RECALL LETTER TO THE CUSTOMER STATES THE FOLLOWING VERBATUM: How long will it take? The time needed for this repair is less than one-half day. However, due to service scheduling requirements, your dealer may need your vehicle for alonger period of time. MOST PEOPLE ARE HAPPY WHEN IT TAKES LESS TIME THAN EXPECTED. BOTTOM LINE, CUSTOMER ASKED FOR AND SIGNED ESTIMATE OF DIAGNOSIS OF THE AIRBAG LIGHT. WE PERFORMED THE DIAGNOSIS AND CHARGED ACCORDINGLY.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Yes, I was happy that my car was done earlier than originally quoted. It just did not make sense why it was done sooner because an additional "repair" was asked to be done. I was simply pointing out there is no way that it took an hour or more to do the airbag because the recalls were going to take 2 or 3 hours alone.Enough said about this, Capital Ford is not customer friendly. They are ALWAYS going to claim they are correct, they are not in the business of making it right with their customers and I will not hesitate to let anyone and everyone I know about my experience with them.Customer service use to mean that the customer was always right and the business did what ever they needed to do to keep that customer coming back. This certainly does NOT describe Capital Ford!!

I have gone to this dealership 3 times now and every time I have left disappointed and frustrated. I work in Carson City and since the Reno dealership service department is closed on the weekends, I thought I would make appointments at the Carson dealership. The first appointment I made, I was just wanting an oil change. I set up the appointment and they were trying to have me do a "service" on my car for $1000. That is ridiculous. Instead of listening to me that I wanted an oil change, the service person was trying to say it was my fault I set up that appointment. After maybe 10 minutes he finally said ok, we can do a oil change service. The second time I made my appointment was for a recall. Again, I dropped it off and asked them to call me when my car was done and here is was 4 pm when I called and they said they weren't done yet. Asked them to also look into my radio since there were some sound issues and told them it is most likely my radio. Since they couldn't give me any time idea of when my car would be done, I was starting to think I might have to have my boyfriend drive to Carson to get me since they couldn't give my an answer. Finally it was 5:30 pm and I went to the dealership (since they had my car since 8 am). Noticed they hadn't even been working on it and for some reason it took them all day to do the recall update and check my radio but not bother to keep the communication with me. Then my last appointment which I had to made about 2 months out was for another recall, the appointment people didn't bother to tell me that they will need my car for 2 days. I can't really do that since I wasn't able to make arrangements for them to have my car for 2 days. But then the appointment people didn't mention what type of recall I was in for and so unless the transmission guy knew about it,I might not have my car checked. Really poor communication making it difficult on my life. Then they want to over charge me for everything, I'd go somewhere else if these weren't recalls.Desired SettlementI wish this could be resolved, yet I know since Ford is a big company, they could care less about my complaints. But I wanted to inform someone. I have worked in customer service for 15 plus years and I am more acceptable them most when it comes to getting frustrated with a company. But this have been 3 times now I have been so frustrated. I wish there was a way to resolve my issues, but the only way is to lose my business and that is what I know they do not care about in any way!Business Response We have tried to make contact with [redacted] and have not got any calls back from her after leaving voice mails. We would love the chance to repair any issues she may have experienced.

Due to a defective tire that needed to be replaced during a vacation in [redacted], I was forced to endure discriminatory treatment, in addition to be refused service under my warranty at Capital Ford of Carson City, NV. I drove my auto to [redacted], as it was 2-3 miles from my motel. Upon removing and inspecting the tire (at a cost of $17.50), they advised the tire was ready to blow, and that it must be replaced as the auto was unsafe to drive with this tire. The entire rim of the tire had bubbles and damage, and there was no nail in the tire. They advised this type of tire defect was common with [redacted]. I explained that since my auto was under warranty and that I had Ford Emergency Road Service coverage, I felt I should contact Ford to see what procedure I needed to follow to have the tire replaced. The Ford Customer Service representative advised that I MUST take my auto to a Ford Dealer in order to have the tire replaced under the warranty. I explained that there was no Ford dealer in the area. The Ford representative advised that there was a dealer 38-40 miles away and he would transfer me to Emergency Road Service to arrange a tow to the Ford dealer. I asked if it was possible to just have the tire replaced at [redacted] and reimbursed for the cost, since I was already here and he stated no, I must be towed to a Ford Dealer for warranty coverage. He then connected me to Emergency Road Service who scheduled the tow, which resulted in a two hour wait, with me sitting on a curb waiting in 90+ degree heat, with my dog by my side. Upon arriving at Capital Ford in Carson City, NV, I drove into the service department and a woman came to my window to inquire as to my problem and I explained the tire situation details to her, along with the towing information and stated that my defective tire needed to be replaced under my warranty. She said a service technician would be available to help me shortly, but did not attempt to ask my name, check on my vehicle identification number or anything. There were 4 or 5 service technicians standing at their work stations, not helping anyone. I waited in my auto for 20-25 minutes, and no technician made any attempt to help me. I got out of my auto to take photos of the defective tire, and suddenly a technician (named [redacted], I believe) came over to see what I was doing. He looked at the tire and stated looks like youve being driving along curbs this tire is not covered as you caused the damage. I told him the tire was defective, as I do not drive along curbs, and he stated well someones been driving this car along curbs, or it was vandalized. I told him I was the only one who drives the car and that its garaged day and night. He then said well, there must be a nail in the tire, and the warranty doesnt cover road hazard. I told him I had the tire checked before being towed to Capital Ford, and there was no nail in the tire. I told him I just wanted the tire replaced under my warranty so I can drive back to Lake Tahoe and check out of my motel so I can drive back home to Las Vegas without incurring any more expense due to this defective tire. He said were not replacing this tire under the warranty and what we can do is send the tire out to have it checked to see if it is defective, if you are willing to stick around town for a while. I told him I needed to get back to Las Vegas, and had no intention of sticking around Carson City, NV any longer. I told him I was not paying for a new tire and if I drove my auto out of the Service Department and had a blow out and was killed, Ford would be responsible. I was so frustrated at that point that I got back into my car and drove out. The treatment I received was insulting and demeaning, and Im sure that had I been a man, I would not have received this type of treatment. I stopped at the first tire store I saw, Discount Tire, and purchased a replacement tire for the defective Continental Tire, at a cost of $138.04. Discount Tire confirmed that the tire was defective and not damaged as the result of any road hazardDesired SettlementUnder Warranty (automobile had 14,000 miles): Reimbursement for replacement tire: $138.04, Two nights hotel expense under Emergency Road Service benefits: $91.46.Business Response The vehicle was towed to our service department. After inspecting the vehicle we gave the customer our recommendation. She chose to take her vehicle and left our dealership.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Capitol Ford did not inspect my vehicle, did not offer any service at all which should have been done under my warranty. As stated in my complaint, they failed to even ask my name or check my VIN for warranty coverage. The service technician glanced at my car (the defective tire) and stated we're not covering anything - no inspection of the tire was done. I was refused service that should have been provided under my warranty and expect to be reimbursed for the tire and my expenses,Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The service department did not inspect my vehicle, refused to check my warranty, and did not even bother to ask my name or check my VIN for warranty coverage. They were rude and it was apparent to me that they were basically refusing to service my vehicle under the warranty. What's the use of having a new vehicle warranty when the service department refuses to service a vehicle? Under my Emergency Road Service coverage Ford is responsible for paying my expenses incurred due to the malfunctioning of my auto while I was out of town, and Ford is also refusing to reimburse me for those expenses also. Final Business Response The vehicle was towed to our service department. After inspecting the vehicle we gave the customer our recommendation. She chose to take her vehicle and left our dealership.

On Tuesday the 21st of April my car began making a grinding noise and the battery died, I had the vehicle ( a 2013 Ford Escape) towed to Capital Ford in Carson City. I called my regular service guy [redacted] and explained the issues, he assured me that they would be addressed, I spoke with [redacted] on the following day, Wednesday, he explained that it might be the transmission or the alternator, and he arranged for a rental car.I spoke with him on Thursday and he said that the Turbo had gone out and he was getting it replaced, on Friday he said the car was "not safe to drive" as the flywheel had gone bad and he would need it over the weekend, he would get back to me on Monday the 27th. On Monday I called into the dealership and was told that [redacted] had quit on Friday and moved out of state and nobly knew the status of my vehicle and the dealership would get back to me, I called back and left a voice message with [redacted] the service manager, with no response. I called and spoke with [redacted], the customer relations manager who told me [redacted] had left that position and she would get back to me, then [redacted] called me back to say he didn't know what was going on and he would get back to me, I then called [redacted] who told me she asked [redacted] to handle my issue. I spoke to [redacted] again who told me there was nothing wrong with my car and he had driven it and heard no noise out of the ordinary and he thought it was safe to drive. I returned to the dealership, paid my bill and was given the wrong keys to my car, I was told to go out the door of the waiting room and my car was off to the right and I "should be able to find it" I located my car and upon opening the door found the dealerships trash, paper floor mats, dirty and sticky plastic wrapped around my seats, I had to go back into the dealership to get someone to clean out the car, I attempted to call [redacted] again to get her to get someone to clean out the car but was told she had left for the day.Product_Or_Service: Repair of Ford Escape Desired SettlementI want the cost of the "no cost rental car" that I paid out of pocket back, I want the cost of one weeks car payment back while my car sat in the dealership for no reason, I want the dealership to perform my cars upcoming 60,000 mile service at no cost to further ascertain that's indeed safe to drive and in good shape.Business Response AS OF 6/12/15 CAPITAL FORD REFUNDED [redacted] FOR ONE WEEKS WORTH OF CAR PAYMENT AND TAXES FOR THE RENTAL CAR.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Capital Ford went out of their way to satisfy my complaint and to make it 100% correct.