El Cajon Ford

Review: Fraud in terms of disclosure. I purchased a new 2012 F-150 at El Cajon Ford in December. I moved to [redacted] and discovered that my air conditioning did not work in my vehicle. I took it to [redacted] Ford in [redacted] where they were going to service it under warranty. After the technician took the truck in to the shop it was quickly discovered that my vehicle had been in a front end collision and that it had been repaired. However there was damage that had not been repaired. The collision had caused severe damage to the air conditioning system components and that due to the circumstances it was not a warranty issue. The repairs are obvious and anybody that has no knowledge of cars can see the repair. El Cajon Ford denies that there is anything wrong and that they didn't have to disclose that the vehicle had been damaged. Due to this situation the resale value has taken a hit, there are warranty issues and items are reported to Car Facts. El Cajon Ford sells wrecked vehicles as new and does not disclose that the vehicle has been involved in an accident.Desired Settlement: I believe that proper resolution is a new vehicle without damage that we had gone to El Cajon Ford to purchase in good faith. I also feel that they should cover the expense of transporting my vehicle and the replacement, cover a rental vehicle for the duration that it takes to cover this situation, and repayment for the repair bills that I have paid for. The other option is for full payoff for the amount financed and written agreement that anything that needs to be repaired will be covered.

Business

Response:

To: Revdex.com May 17, 2013

Review: I went to purchase my 2016 Ford Ford Fusion SE Hybird from El Cajon Ford on 8/8/15 which has been nothing but problems I put 4,000 down on my lease all ready paid by cashier checks. The first problem was for secuirty reasons my credit report is locked. I unlocked it a total of 3 times in order to get the deal done per El Cajon Ford then after that since I have it blocked for security reason I then pulled my own report and they checked it a total of three times not once per my black and white copy of my credit report. Now that the loan has been fully approved and funded per [redacted] from El Cajon Ford on 8/19/2015. I was reviewing my contract and found that a payment is due on 9/12/15 So since I did not see anything in the mail I contacted [redacted] again and she then stated that has nothing to do with her thats [redacted] you need to call them [redacted] I then called them and they could not find anything in the system by using my social security number, name or vin number of the car and stated for me to contact the dealer. I stated to them I already did that and the asked me to call you so is there any way we can call 3 way the [redacted] rep stated sure and we were all three on the line myself, [redacted], and the [redacted] Rep during that time it was stated that they had lost or misplaced my paperwork. Which as a customer made me upset. Then I called again today [redacted] and they said look we are trying to help you its dealer services from El Cajon Ford that needs to send us the contract I go I understand that but they said they already did and they said well they need to contact us and send it again in the mean time there is nothing you can do you cant send it yourself they must send it. Ford Motor Company stated Im sorry we cant give you an account number or any kind of payment information without the contract from the Dealer El Cajon Ford. All I want is to be able to make my payments, on line, by phone, or US mail.Desired Settlement: I want El Cajon Ford and [redacted] to take full responsibility for there mistake of loosing this contract or failing to fax it or send it threw dealer services. Since my first payment is due on 9/12/15 per contract I don't want to see any late fees charges on my Credit report or my monthly payments. I want my account number and be able to mail my payments, or pay my bill on line like everyone else ASAP. I want to see my invoices from [redacted] ! A written apology from El Cajon Ford and [redacted] Company. This should have been done the car was purchased on 8/8/2015. I have really good credit and pay my bills I'm responsible and I expect nothing but the same from El Cajon Ford and [redacted]. I have done everything on my part but an unable to go any futher due to no account number, nothing in the system with my name, or by vin or ss number. Please Solve this matter.

Business

Response:

I have attached a letter outlining our position.

[redacted]Revdex.com September 14, 2015Complaint# [redacted]RE: [redacted]El Cajon Ford has had a number of discussions with Mr. [redacted] regarding this issue. After Mr. [redacted] came to El Cajon Ford and leased the Fusion, all the paperwork was sent to [redacted]. It wasn’t until Mr. [redacted] called us and notified us that he had not received his first payment coupon that we realized that there was a problem. It was difficult for us, at the time of the phone call, to determine what had transpired due the lateness in the day of the phone call and [redacted] being located back east. The representative of [redacted] that we talked to at the time of Mr. [redacted]’s phone call stated that they had not received the contract. On the following work day, we contacted [redacted] and talked to our personal representative who actually found the contract on a worker’s desk. Therefore, it was not El Cajon Ford’s issue with the contract but [redacted]’s. Now a second issue arises since Mr. [redacted]’s payment is now past due. [redacted] will not fund the contract or issue payment statements to Mr. [redacted] until his payment for 9/12 has been paid. If Mr. [redacted] would like to send us the payment, issued to [redacted], we will forward that payment overnight to [redacted] so that the contract will be finalized.We are sorry for the issue at hand. El Cajon Ford has done all that we can do to help Mr. [redacted] even though we have not created the problem. El Cajon Ford and [redacted] are completely separate company’s and are not affiliated by ownership at all. Mr. [redacted], on the other hand, has been nothing but uncooperative and rude through the situation.[redacted]El Cajon Ford

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I spoke to the El Cajon Ford finance director [redacted] whom had promised me to make the initial payment via ETF so [redacted] Company would create an account that I would be able to make payments to; she reassured me that I would be able to call and verify with [redacted] that the payment had been made the next business day, and I would then refund El Cajon Ford for the initial payment. I would have made the payment myself but El Cajon Ford refused to provide me with proof of payment i.e. receipt or statement, and because of the prior issues with the credit check and the lost contract I was hesitant to hand over my hard earned money without proof and accountability. Long story short I called [redacted] three business days later to verify the payment was made and it wasn't I had missed the due date already, so I had no choice but to make the payment and now my online [redacted] account says my payment was 6 days late.

Review: I purchuse a car from el cajon ford when I waas getting the car my down payment I was told she would work with me on down payment I put first 500 dollars in bank kept calling asking to speak with her to ask why should had not took payment out of my account was always never avavaible than I get notice from my bank that their was a check deposit for 2500 I call to speak with ford about it I got the run around also told them I could not aford 405 a month payment I was told they were going to be lower in process I was coming back complaining about something was wrong with the car the noise and also when I would take off transmission would jerk they said it was normal for that truck I kept getting run around than I got a phone call from colection agency about the down payment they were threatening me I start making payments to them once I had to change a day of payment back to threats I have had this car a year problems were I was on my way home from work car was louder than before I almost did not make it home found out it was the radiator mecanic to off front off car so bar push into radiator so what was done was a new front was put on car that had been reck I know nothing might not come of this as far as me receiving anything but his hold thing was wrong now my credited is worst I gave car back transmission is gone I have no car no way to get to work I am a care giver if I do not work I do not get payed I thought I was buying something I could depend on when I trader my van also a ford from national city pearson ford their did the same thing as well if their anyway this can be stop they cannot keep getting away with this

Business

Response:

Ms. [redacted] purchased the Kia Sorento on 6/26/12. At the time of purchase she signed a valid Conditional Sales Contract which contained all the terms and agreements for this purchase. The sales contract discloses the deferred down payments of $500 and $2,500. It also discloses the dates these checks were to be deposited. The checks were deposited on the dates reflected in the contract. The accounts receivable clerk made several attempts to contact Ms. [redacted] before sending the checks to our check guarantee service without any response by Ms. [redacted].

With regards to the second allegation concerning the way the vehicle runs, we have no record of the vehicle ever being brought into our service department since the day Ms. [redacted] purchased the vehicle.

I’m sorry that Ms. [redacted] has had to surrender her vehicle to the finance company but there is nothing El Cajon Ford can do in this regard.

Respectfully,

El Cajon Ford

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

WoW they lied about how the down payment was 500 in back and not taking out because I was told to give 3 checks and to let them no when money was in bank I kept calling to speak with the women who sold car to me I bought car in for repairs and was told nothing they could find was wrong they lied I already file to atorney general who sent me paper work thank u for following up but I going to do what ever it takes to stop this for happening to others

Regards,

Review: Somewhere between 45k service and 50k service my latch to the center console between the front seats broke. After taking my 09 Ford Flex in for its 50k service I showed the service dept. the failed part. He agreed at that time it needed replaced but did not have the part in stock. So I purchased the part and they mailed it to me thinking I could do it. I didn't do it. So I take my car in for it's 55k service and ask them to replace it during the service. They said no problem. But upon inspection the actual part that was broken was not the latch but what the latch is secured to. The service writer explained that this was not covered under warranty. I complained but to no satisfaction other than getting my money back for the part I purchased from them. They gave me a 800 number to call. I called and spoke to a regional person from Ford on my problem but was told the same thing, sorry but the part is out of warranty. Like I told the dealership and this person I didn't feel $230.00 charge for this repair should be paid by me when the broken part was hardly used and barely beyond the 36k warranty, when it broke. For all I know the piece that is broken could be defective! Then never addressed that issue.Desired Settlement: I would like Ford or the dealership to step up and replace the broken part, or defective part, at no cost to me. This was a $40k vehicle and feel strongly this part should be covered under warranty.

Business

Response:

Mr. [redacted],

I’ve attempted to respond to this complaint on a number of occasions but your system will not allow me to enter any data for this complaint.

With reference to the complaint by Mr. [redacted], El Cajon Ford only acts as the repair facility for Ford Motor Company. We cannot make policy decisions for them and we must abide by their parameters and decisions. Mr. [redacted]’s vehicle is out of base warranty and therefore he has no coverage available to him. I’m sorry that he has no coverage for the broken latch but El Cajon Ford does not have an avenue available to us to help Mr. [redacted].

El Cajon Ford

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

If you are selling a product, you need to stand by that product! Even if you did not manufacture that product you need to contact the manufacture and find out why,when,where,and how about the product and its failure. I am very dissatisfied with this reply. I feel strongly they are just passing the buck and should stand up for their product they sell even if it was barely out of warranty when it failed. This product failed to provide me satisfactory use. I have had parts on older vehicles similar that lasted many more years than this one. I feel the part is defective and should be replaced.

Regards,

Review: On Saturday, 1/25/14, I went to El Cajon Ford in order to sign a contract for purchasing a Crew Cab 4WD F250, based on a conversation with [redacted]t [redacted] after [redacted]t called me the week before informing me they had this vehicle since I had previously visited this dealership looking for a 4WD truck. I started signing the purchasing agreement and was told by [redacted] that the truck would be ready for me to pickup by Monday, 1/27/14 at the latest as it was "not ready". I was trying to confirm if the truck was a short-bed or a long-bed at this time and no one knew. They never called me on Monday and I called the dealership and I was informed that the truck would not be ready until Tuesday due to a miscommunication between the sales department and service department. During this conversation on Monday with the service department, they informed me that it was a short-bed. They never called me on Tuesday, yet again not fullfilling their end of the agreement, so I called them and spoke to Bobby. Bobby said that he would figure out what was going on with the truck and he would call me back in 5-minutes. There was no call back and 5-hours later I called back and spoke to John. John said that the truck would not be ready until Wednesday. I called on Wednesday as they had not called me yet and I spoke to [redacted]t and he informed me that the truck would be ready by 5PM on this same day and that they would call me to confirm that it was ready. No one called me until almost 6pm and then my wife dropped me off at the dealership. They presented me with the remaining documentation to sign to complete the purchase and then let me know that they would bring the truck to me, which I still had not seen at this point and then we would complete the last pieces of paperwork. At this time, I found that [redacted] had been lying to me and trying to perform a "bait and switch". I immediately saw that this truck was a 2WD and not a 4WD as [redacted]t previously informed me. I had multiple conversations with [redacted]t dating back to last year about only wanting a 4WD based on my need to tow my boat and go to the desert. I reminded [redacted]t of this and that I specifically stated that I only wanted a 4WD and then he stated that he remembered speaking to me about my needs to have a 4WD vechicle based on my conversations of needing to tow a boat and a trailer in the desert; however, he still wouldn't admit that he told me that this truck was a 4WD. [redacted]t then told me that he was doing me a favor and that no one else would ever finance me. I told [redacted]t that I was refusing to sign the release of vehicle form as he had lied to me despite me being very specific on needing and only wanting a 4WD truck. [redacted]t then told me that the contract was now void and that I could leave.Desired Settlement: I am shocked and frustrated at how I was treated by El Cajon Ford, specifically by [redacted]t. I originally went to purcahse from this dealership last year, but negotiations fell through. [redacted]t called me back recently knowing very well what my needs were and used this as leverage in order to try and perform a "bait and switch" on me, which is highly unethical and unprofessional. The dealership continued to string me along based on the promised vechile, but kept failing to deliver on these promises as they orginally told me it would be ready on Monday, then they told me Tuesday, then they told me Wednesday. Then finally when it was ready, it was not even a 4WD as specifically required by me and promised by [redacted]. Not only is this conduct unprofessional, but it heavily inconveienced me, my pregnant wife and 2-year old as many accommodations were bing made on our end just to have them keep getting pushed back by the dealership and they didn't even have the decency to communicate these with me. I was informed that I would have to purchase and provide proof of insurance in advance for this vehicle as I did not currently have a policy in my name before this incident. I purchased this insurance, made payment, and now have to take extra steps in cancelling this insurance policy that should have never been setup in the first place and I will be out time and money. As if this wasn't already a terrible experience, [redacted] had the nerve to tell me that I would never receive financing from any other dealership and said it in such a demeaning and condesending nature that I was shocked at how little professionalism [redacted] displayed at this dealership.

Business

Response:

Complaint #[redacted]

El Cajon Ford contacted Mr. [redacted] the week prior to an event sale. The sale included an onsite Credit Union that was offering credit approvals for customers we can’t normally get approved. He was interested in a truck that we did not have on the lot so we did the paperwork on a truck that was at the body shop and not ready for sale. This was done to secure financing. Once he saw the truck, he didn’t like it so the paperwork was voided. Our sole purpose was to try and get him approved on a loan. We are sorry that this process and our actions did not get relayed to Mr. [redacted] the proper way. This situation is regrettable and we apologize for any inconvenience this may have caused Mr. [redacted].

General Sales Manager

Review: I purchased a 2008 F250 Super Duty from El Cajon Ford 06/09/2014 only to find that nothing been done to the vehicle by the seller before selling the truck ( a 150 inspection is usually done). In the interior I found materials from the previous owner left behind the seat. Inside the motor housing I found that the 3/4 of the radiator covered in some type of roadside seeded plant. Throughout the underside of the truck I found a stone material similar to cement. The major problem is on the right side of the engine is a notice from the manufacturer that states "California: Not for sale in states with California emissions". Yet it was sold in California!!! The last item is that I asked the sales associate that was doing the paperwork, for an autographed baseball from the owner of the dealership Tony Gwynn (this just happened to be two days before his death)and was ignored by the associate. Tony Gwynn was the person who got me interested in the Padres baseball team and I even purchased and had made a block at Petco Park with my family names on it and with Padres fans forever written on it. So not getting the signed baseball then was a BIG deal to me!Desired Settlement: What can the dealership do? I would like the vehicles engine area and underside cleaned, removing the problems described. I want something in writing why they sold me a truck with the California emissions notice on it? I would like a signed baseball from Mr. Gwynn, who's death makes it more memorable to me.

Business

Response:

To: Revdex.com August 7, 2014

Re: Complaint # [redacted]

We have contacted the customer and I have met with him personally. We discussed the issues he perceived with the detailing of his vehicle. Most of his issues were related to mud and construction material that was caked on the inside of the frame and the inside of the bumper. I explained to him that those are normally not areas that are inspected but that if he wanted us to re-detail his truck, we would be more than happy to do so. His other issue regarding not getting a signed baseball from Tony Gwynn was also addressed. I informed him that the salesman never promised him a baseball and that is why the salesman didn’t address this issue at the time of sale. He believed that Mr. Gwynn owned this dealership, which is not true. I gave the customer a signed baseball out of my personal collection.

The customer told me before he left that he was very satisfied with the results and that he would remove the complaint from the Revdex.com. It appears that this has not been done as of this date.

Respectfully,

Controller

El Cajon Ford

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I traded a 2012 VW Bug Turbo in for a 2006 Ford F150. The truck was financed with my mom and I. I started having issues with the truck within weeks of the purchase. I took the truck in after having a brake failure on my way home with my parents. It had to be towed in and they told me to buy the part and they would cover the labor. I ended up agreeing to it so I could get back and forward to work. 1 week later the major issue started, I took the truck in because the transmission was acting up. The dealer insisted that it passed the safety and smog inspection. They claimed everything was fine, I insisted that there was a serious issue with the truck, so they had their used car manager ride with me to see what it was doing. The truck was doing hard shifts and was taking a long time to shift which wasn't normal. I took the truck to an independent transmission shop who advised to drop the transmission pan and start with the fluid. Upon doing so they found the fluid to be black with a lot of metal in the pan signaling issues with internal parts. I recount acted the dealer and have yet to come to an agreement on a solution. They want to sell me a transmission at full cost and want me to pay everything. I bought a vehicle that was not what they made it out to be and have been unable to drive my truck for months! I've had to keep paying the payments so it doesn't get repossessed and mess up my credit. I do t know what else to do but contact the Revdex.com and possibly an attorney if the dealer isn't willing to fix the truck.Desired Settlement: Transmission to be rebuilt or replaced at their expense.

Business

Response:

To: Revdex.com September 3, 2014

Re: Complaint [redacted]

Mr. [redacted] was a salesperson here at El Cajon Ford at the time that he purchased this truck on 2/9/13. The truck was sold with a 30 day/1000 mile warranty, whichever occurs first. The warranty covered the engine and transmission, drive axle assembly on internally lubricated parts only. It was a limited warranty of which the dealership will pay 50% of the repairs and the customer has to pay the other 50% for any repairs under the warranty period. Mr. [redacted] knew about the warranty and its’ limitations as this was part of his job while working at El Cajon Ford.

Mr. [redacted] did not bring the vehicle in within the limited warranty period. He also chose not to purchase an extended service contract. The first mention of any issues with the vehicle came well after the warranty had expired. He was informed at that time the repairs would be his responsibility. He did not leave the truck with us to repair.

We do not believe that we have any responsibility to repair Mr. Jordan’s vehicle.

Respectfully,

[redacted]

General Sales Manager

El Cajon Ford

Review: I brought my car in to El Cajon ford because it began to have starting problems after it had been sitting for two or more days. I purchased the vehicle at El Cajon Ford brand new and for ten years it never had this problem. They looked at the car and told me I needed a new fuel pump for $725.00 and found an additional repair needed to a coolant fixture for an additional $525.00. I picked up the car the next day and took it home and the next day it was hard to start and after sitting an additional 2 days it was very hard to start. I called them and they told me to bring it back. They told me the pump they put in was bad and they changed it at no additional cost. I took it home and the next day not only was it hard to start I found in the daylight the Driver's door moldings(2) had been damaged. Two days later the car was very hard to start and I video taped the starting problem and called to tell them I would return. I did some research into my particular car with a senior Ford Master Tech who suggested I have them check an air sensor and to check my timing and my fuel filter for incorrect installation. With this information I was confident I found the real problem and returned for them to check them which they said they did and I returned home not wanting them to keep my car overnight because I felt someone at the center intentionally damaged my car and I feared they could do much worse if I left it there. Before I left I talked to the Service Department head [redacted] and he said they were not responsible for the damage and gave me some sticky tape to fix it myself. After changing the fuel pump both times they did not let it sit for 48 hours to reproduce the problem but just gave me the car assuming it was fixed. Also before I left [redacted] suggested I might try some fuel injector cleaner. I returned home and the car had the same problem. I live 50 miles from the city so at my next opportunity I purchased a $7.00 bottle of injector cleaner and it appears it may be helping but I'm not sure yet. If this does fix the problem it would tell me that the fuel pressure loss that they found was not the fuel pump at al but a leaking injector I would assume. This all seems to me to be more than coincidental that at the previous 3000 mile service I requested a new air and fuel filter to be installed because I live at the end of a 2 mile dirt road. I watched a non certified mechanic fumble with the parts for far too long before he asked for assistance and I believe he contaminated the fuel system with grime and he also installed the air box clamps incorrectly which would allow an excess of dirt to enter my carburation system. He also replaced the timing belt of which I was also suspect of being the problem. I would hate to think that sloppy service is the reason this problem developed in the first place.. On my last and final visit [redacted] said they would check the timing but the way he rolled his eyes as we spoke gives me suspect that they may not have as the car was quickly back out of the garage making it hard to believe it could have been done in such a short amount of time.

I plan on having another shop check as I have lost all trust in El Cajon Ford. After each fuel pump change and after witnessing the results I return a dissatisfied Email to [redacted] But apparently he doe not read them as he never replied. I'm sure I could take it back and it will eventually cost me more money in repair or damage or abuse so I refuse to let them touch my 2002 Ford Escort ZX2. I made 6 trips to El Cajon Ford which totals about 600 miles plus gas costs. If I bring a car to a dealership I expect it to be fixed the first time an not be subject to a ridiculous amount of time and effort and money to have it fixed.Desired Settlement: The repair was misdiagnosed and the replacement of the fuel pump was unnecessary. I believe a refund of the cost of the pump and labor should be refunded to my debit card. I have the video of the hard starting problem after the second pump was installed which provides proof that the problem was not fixed.

Business

Response:

Response to [redacted] Vehicle Repairs

On 12/11/13 Mr [redacted] brought his vehicle for a regular service and stated that the vehicle was had to start. We performed found that the vehicles

battery had failed our battery test and recommended a new battery.

12/19/13 Mr [redacted] returned stating that he was still having a problem with a long crank concern. That it would take excessive time to start after the

vehicle had set for several days. It was also noted that he had a coolant leak and that it would get worst if not corrected soon. We repaired the

coolant leak at the thermostat. We inspected the fuel system and during our test, found the fuel pump delivery not supplying enough fuel volume

to the fuel rails. We replaced the fuel pump and returned the vehicle.

Sometime after the last repair Mr. [redacted] called me stating that the vehicle had along crank time after setting several days. He explained to me that

when it took a long time to start he was depressing the gas pedal. I explained that depressing the pedal could make it hard to start the because it

throws off the computer. But either way to bring the vehicle back to me and we would re-inspect our work.

1/03/14 Mr. [redacted] brought the vehicle in for us to re-inspect the hard to start issue. It was found that the fuel pump was bleeding off pressure and

allowing the fuel to flow back to the fuel tank. Causing excessive time to fill back up the empty fuel lines. Replaced the pump and retested and

the system was holding pressure.

1/13/14 Mr. [redacted] came back in telling me about the master tec that he had spoke with or was reading a blog on this concern. Either way Mr. [redacted]

asked me to check (3) items. They were, Check ignition timing to make sure that the timing had not jumped a tooth. To check the MAS sensor for

contamination. And to inspect the fuel filter to make sure that is was installed correctly. We re-inspected all 3 items and all items check fine.

Please note, that the vehicle has no codes in the system, so his vehicle system is currently telling us that it is working fine. Because I did

understand that Mr. [redacted] lives a distance from us we performed the cleaning of the vehicle MAS sensor at no charge.

Mr. [redacted] did show me the side body molding where they are lifting. As I stated, I could not be responsible for the molding. That I couldn’t see

how us working on the vehicle we would caused the side moldings to left. I offered to either send him to our body shop to glue them or that I had

molding tape that he could secure the ends down with. He told me that he would take the tape but that he was headed over to his body shop to

have other items looked at from a previous repair. So I believed the issue to be handled.

Mr. [redacted] stated that he contacted me. To date, I am not aware of a call or message from him. I know that he did contact Ford Motor, but never

me. If Mr. [redacted] is still having the concern of hard to start, my staff at El Cajon Ford will be glad to re-evaluate the no start concern.

Consumer

Response:

Ford Motor Company CRM:[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Reply sent to [redacted] and the Revdex.com. By, [redacted], Head Service Manager of El Cajon Ford

Copy to; Ford Motor Company.

Response to [redacted] Vehicle Repairs (*Notes added by D [redacted])

Perhaps Mr. [redacted] should read the “Ford Quality Care” statement on the back of every invoice that states, “to get your car fixed right, the first time every time and deliver the Quality Care you deserve”.

On 12/11/13 Mr [redacted] ([redacted], have a little professionalism!) brought his vehicle for a regular service and stated that the vehicle was had to start. We performed found that the vehicles battery had failed our battery test and recommended a new battery. (* The battery was pro rated and replaced at no cost)

12/19/13 Mr [redacted]) returned stating that he was still having a problem with a long crank concern. (*Hard starting problem. It took several attempts to start) That it would take excessive time to start after the vehicle had set for several days. It was also noted that he had a coolant leak and that it would get worst if not corrected soon. We repaired the coolant leak at the thermostat. We inspected the fuel system and during our test, found the fuel pump delivery not supplying enough fuel volume to the fuel rails. (* Nothing in the repair notes; corrections states anything about insufficient fuel flow. It states the system was losing pressure) We replaced the fuel pump and returned the vehicle. (*without letting it sit for 48 hrs)

Sometime (*Email on the 23rd of DEC and called on 27 Dec) after the last repair Mr. [redacted] called me stating that the vehicle had along crank time after setting several days. He explained to me that when it took a long time to start he was depressing the gas pedal. (*absolutely false statement! Actually during that phone conversation I scolded Mr. [redacted] for saying I was starting the car with the throttle open. This comment stems from a previous conversation we had when he asked me how I always started the car even before this problem when I said the car would start and then I would rev the car once to assist a clean idle. He appears to consider this his vindication. I say he has bats in the belfry to tell me after ten years I suddenly don’t know how to start my car! Funny thing how it starts fine when its warm! Oh but I forgot Mr. [redacted] is psychic and saw me start the car from 50 miles away. I explained that depressing the pedal could make it hard to start the because it throws off the computer. But either way to bring the vehicle back to me and we would re-inspect our work. (*Either way means it could be my fault the car would not start. How preposterous! I suppose the following statement verifies his throws off the computer statement)

1/03/14 (*The actual date is 12/30/2013) Mr. [redacted] ([redacted] !) brought the vehicle in for us to re-inspect the hard to start issue. It was found that the (*Newly replaced) fuel pump was bleeding off pressure and allowing the fuel to flow back to the fuel tank. Causing excessive time to fill back up the empty fuel lines. Replaced the pump and retested and the system was holding pressure. (*Within 3 hours of the pump being replaced the car was again returned without doing a 48hr leak down test and they never considered the possibility the pressure was leaking past the injector system all along, but that would mean they would have to admit that they charged me for an unnecessary fuel pump)

1/13/14 Mr. [redacted] ([redacted])came back (*after I called him the previous week and complained about the “non repairs and told him I was tired of the run around they were giving me and said I thought they still would not fix it and waste more of my time in driving not to mention that I told him someone there abused my car [redacted] said I could bring it back but “he would not have a loaner car for me until next Tuesday”. At that point I was done with El Cajon Ford! He makes it appear as if I just showed up out of the blue to get some free service. He fails to mention I complained about the starting problem and he nor his fuel tech bothered to watch the video I had made that morning of the hard starting problem) in telling me about the master tec that he had spoke with or was reading a blog on this concern. Either way Mr. [redacted] asked me to check (3) items. They were, Check ignition timing to make sure that the timing had not jumped a tooth. To (*clean) check the MAS (*MAF )sensor for contamination. And to inspect the fuel filter to make sure that is was installed correctly. We re-inspected all 3 items and all items check fine. (*This will be determined by another Ford dealership’s repair department in the near future, who will also be fixing my starting problem and forwarding the report to Ford Motor Company)

Please note, that the vehicle has no codes in the system, so his vehicle system is currently telling us that it is working fine. (Fails to mention when these codes were read and suggests that the car has no problems! How ludicrous!.) Because I did understand that Mr. [redacted] lives a distance from us we performed the cleaning of the vehicle MAS sensor at no charge. (* The cleaner might cost 25 cents. You charged me $725.00 for not fixing my car! And to clarify his statement. My car does have an onboard self diagnosis system OBD II. It needs a scan tool to read the codes. Obviously your codes are not finding where the fuel pressure is leaking to!)

Mr. [redacted] did show me the side body molding where they are lifting. As I stated, I could not be responsible for the molding. That I couldn’t see how us working on the vehicle (*or having it parked in our lot for 3 days) we would caused the side moldings to left (lift?) I offered to either send him to our body shop to glue them (*Another false statement!) or that I had molding tape that he could secure the ends down with. He told me that he would take the tape but that he was headed over to his body shop to have other items looked at from a previous repair. So I believed the issue to be handled. (*Ridiculous! And laughable!)

Mr. [redacted] stated that he contacted me. To date, I am not aware of a call or message from him. I know that he did contact Ford Motor, but never me. (* The following document dates and lists several E-mails and phone calls made to [redacted]) If Mr. [redacted] is still having the concern of hard to start, my staff at El Cajon Ford will be glad to re-evaluate the no start concern. ( No, [redacted], this nightmare is over! You have made me the fool and I’ve had enough of the stress you have caused me and the lost sleep. And what damage do I get this time? Maybe drop some metal shavings in my oil filler inlet?)

Copy of E- mail sent to [redacted], on Monday Dec 23, 2013 after 1st fuel pump replacement. He did not respond to this complaint at all, so considering the holidays I called him the following Friday, Dec 27, 2013 at 8:00 AM. When he said I could bring it back.

Horrible Repairs Department.

(Note; When I first purchased my Ford ZX2 02 from El Cajon Ford it had a buzz that occurred at 3500 rpm near the shifter. They inspected it and said the shifter bolts were loose and they tightened them but the buzz was still there so I just tried to stay under 3500 rpm to avoid the buzz. Later after the warranty expired I learned that the buzz was from a broken exhaust shield which apparently was a defect from the factory. I brought it up with the service dept, but they pretty much ignored what I had to say, so I just took it as a loss. I’ve always had the car serviced at all service intervals and agreed to every recommended maintenance required. )

Because I now drive down a dusty road on my way home I thought that with my 3000 mile service (Odometer 54386 miles, 5 /17/2013) I would change the air and fuel filters and they said it also needed a new timing belt so they went to work. I stood at the window watching an apparent trainee work on my car. It appeared that he would grope around at things for a while and not complete any task and then call over a certified mechanic (who actually did have a Certified patch on his shirt) to help him continue. It was like watching one of the three stooges perform brain surgery on a loved one. I was very worried. When I got home I saw the air filter housing band clamps had been positioned differently than their original position. If Ford designed something to be assembled one way there is no other correct way to assemble it!

So now a few weeks ago when my car is ready for its next 3000 (Odometer. 57637 12/10/2013) mile service and suddenly the car has starting problems. Having been an ex motorcycle mechanic and an ex US Navy aircraft mechanic I know to look at any recent work that has been done or ANYTHING that has occurred recently to the vehicle and use that as a starting point.

So I drive 50 miles in to El Cajon from Jacumba to have my car serviced and to have the starting problem looked at. As soon as I park my car [redacted] the service tech meets me and when I tell him I’m having starting problems he immediately tells me he can’t look at anything today. At my dissatisfaction with that answer he says pop the hood and I brought up the misplaced clamps on the air housing. He says oh that’s nothing and yanks my filter housing off my intake for no apparent reason other than to show how smart he thinks he is. I say,(taking offence to his customer service) I would rather talk to the quick lane people and they did a quick battery check and found it possibly the culprit of my starting problem. So the 3000 service was done and I had 4 new tires put on the car.

So I return home and the next day when the car has sat for a while the motor is again hard to start so I refer to my personal, Official Ford (2 Volume) Service Manual for the Ford 02 ZX2 and study the system and its parts and also perform some Google research on other ZX2 owners who have had the same problem which has usually led to sensor and injector problems. So rather than try fixing it myself I’d rather take it to the Professionals.

Next I make an appointment online on a Monday to have my car looked at on Wednesday at 10:30 AM with the Service Department and gave a description of my problem. When I show up to see the representative given to me on my online confirmation, He says that it’s not his department and turns me over to [redacted] who is the last person I wanted to see. [redacted] tells me he will have to work me in and says it will be around after lunch before they can get to it. He asks me what the problem is and I say “well it stumbled to life this morning.. At which point he turned away from me as if to say you’re not answering my question and I’ve heard enough. Well Mr. [redacted] what I was trying to describe was a motor that did not feel like it was firing on all cylinders but was bouncing around literally before it would start. Then I mentioned the only recent occurrence that might be relevant and that is I dropped the clutch in gear at idle and the motor stalled. Then I asked if this may have slipped the timing belt which was recently changed and if not correctly tightened may have slipped.

[redacted] says no, no that’s not possible. I also brought up the possibility that when the fuel filter was changed it may have been contaminated by the mechanic (the stooge) by inadvertently gouging engine grime into it before it was installed which would clog the injectors but NO, NO says [redacted] that couldn’t happen. Well, [redacted], as an aircraft mechanic who fixes thing when people’s lives are on the line we had a lesson to learn and it’s called Murphy’s Law. If something can be done wrong someone will do it wrong!

So the first thing [redacted] say’s it may be the fuel pump. I doubted that very much as the car runs perfectly once it is started. Nevertheless I thought that once a professional looked at it they will find a bad sensor as the real problem. So I waited until the car finally went into some garage around 1 PM and around 2 PM [redacted] (I had to locate him) told me I needed a new fuel pump and that I needed a critical repair to my cooling system which would run me 1227.00$. I have never seen any leakage nor have ever had any cooling problems but according to [redacted] it has to be done because it’s “about to go”.

I would hate to think that [redacted] took it back to some unqualified mechanic and rather than have it properly diagnosed just told him to change the fuel pump and gave me some crap about how the sensors are good when probably no one did a thorough troubleshooting routine.

So I walk around El Cajon for 2 hours and when I come back [redacted] tells me he is running late on the repairs and that he will happily give me a loner car for the night so I can return to Jacumba, CA. And that it will give him a chance to start the car in the morning when it is cold to see if it is fixed. That was a MAJOR warning sign to me that he did not FIND the problem. I just had someone bill me 1200$ and then tell me he is not absolutely sure he made the right repair. So I guess [redacted] thinks its ok to troubleshoot with my time and my money and MY CAR!

The next morning I get a call from [redacted] and he says it starts like a champ. So I drive in to pick it up and I meet [redacted] in the service lane. There was no “well this is what was happening or here is the faulty part” All I got was “go pay the bill and they have your key”. Not so much as a thank you but rather a guilty look as if to say I just screwed you and that’s what you deserve for not just turning around and going home that first meeting we had. The next day the car hesitated on starting but started. Then 2 days later I am back to square one with the same starting problem. The fuel pump repair as far as I’m concerned was theft and now I’m beginning to think the cooling repairs were just [redacted]’s way of sticking the knife in deeper. I feel like I’ve been mugged. Now all my savings have been cleaned out by El Cajon Ford 2 days before Christmas. Yeah, Merry something El Cajon Ford!

Depending on how this is resolved a copy of this letter may be submitted to the Revdex.com and also to Google Customer Reviews of El Cajon Ford which already has one complaint about [redacted].

Having no response to this email I called [redacted] and he said I could bring it back.

On 12/30/2013 I brought the car back and requested a different service representative other than [redacted]. They called me the next day 12/31/2013(New Years Eve day) and said the fuel pump was defective and that they had to order another one. I hoped that the pump would be installed on the 31st and it could sit over New Years Day and the following day it would have sat 48 hours and the problem could produce itself. Apparently they had a lack of communication or effort because the day after New Years Day I had to call them to which they replied the fuel pump is being installed now and they will let it sit a couple of hours and they would call me in which they did. I picked up the car and drove home. After 3 days, with a 24 hour test and a 48 hour test. I could confirm that nothing had changed with my starting problem

After the second replacement of the fuel pump I called [redacted] Friday Jan 3rd, and complained about the repairs and that they did not let the car sit more than 2 hours before they were ready to return it to me. To which he said he thought that he had intended for his service rep Juan would allow it to sit for a longer period of time. Then he tried to tell me it was normal that many cars do not start on the first try and tried his preposterous idea that it was operator error in that I was starting it incorrectly after never having this problem since I bought the car from them on the showroom floor. I told him they were incapable of fixing my problem and that I would take it elsewhere to have it fixed to which he had no problem with that as it was “OK” with him. In my frustration I paid $30.00 to converse with a real professional online.

Ford ZX2: 2002 developed starting problem at 57000 Miles.

From [redacted]

Ford Senior Master Tech, Ford gas and diesel expert, ASE Certified

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Asked by you on Friday, January 03, 2014 10:46 PM EST

2002 ZX2 developed starting problem at 57000 Miles. At 54000 miles had Fuel filter, timing belt and air filter installed. Suspect that the fuel filter may have been contaminated with grime by trainee mechanic who fumbled with it for too long as I watched from the window. This problem also began after I accidentally dropped the clutch at idle into 1st gear and stalled the motor. I thought maybe the new timing belt had slipped. Took it to El Cajon Ford and they poo poo'ed my suggestions and said it was probably the fuel pump before even looking at it. Car went into work and they said the EEC checked good and replaced the fuel pump at a cost of $725.00. No overnight fuel pressure test for loss was done. got home and the next day it would not start on first try but did on the second try, let sit 2 days and it would not start until 5 or 6 tries. Took it back to EC Ford they said the replacement pump was bad and put in a new one and sent me home. the next day 20 hours later again would not start on first try but did on second. Now I'll let it sit for 48 HRs and see if there is no change from the beginning of this problem. Its a 100 mile round trip to EC Ford so I have driven 700 miles to resolve this problem (and to restore my confidence in their professionalism they broke two moldings on the side of my car). I talked to manager [redacted] today and he said to bring it back next week. This is really getting frustrating. Any Thought would be greatly appreciated Thanks. [redacted]

Model: Ford ZX2

Year: 2002

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From [redacted]

Ford Senior Master Tech, Ford gas and diesel expert, ASE Certified

Friday, January 03, 2014 11:17 PM EST

The vehicle didn't have a starting problem until after the work was done?

Review: I recently visited the used car lot in Santee and asked a few questions, test drove a truck. I asked to find out what they would give me for my current vehicle as trade in and what interest rate and payment I could get. This visit was for information only. I chose not to sign a contract and purchase the vehicle. On Oct. 19, 2013 I received a letter in the mail from a "credit company" which may be a 3rd party that El Cajon Ford uses, stating that I was not credit worthy, or too low of a score, and more NEGATIVE issues and further stated that was why I was not extended credit. THIS IS TOTALLY NOT THE CASE. In fact I was told I have excellent credit which I do have. I fear that this has adversly affected my credit rating and therefore considering legal action against all parties! This letter totally misrepresented what actually happened!Desired Settlement: I would like a letter of apology to myself and any reports that were sent to any credit reporting agency removed!!! This is a very dirty underhanded way to do business!

Business

Response:

Ms. [redacted],

I am very sorry about the confusion regarding the turndown letter you received. The letter has nothing to do with your credit. A few years ago there was new Federal Legislation passed that required Auto Dealers to be included with financial institutions with regards to extending credit. The manner in which the legislation was written almost makes it mandatory for the dealership to send out turn down letters to every customer that comes into the store where credit is reviewed.

The law basically states that if a customer comes into our store and we run credit and the terms that the customer is looking for are NOT extended to them, then we have to send out this letter. So if you as a consumer look at a vehicle, and make us an offer that is less than what we have the vehicle listed, at which we do not take, then we have to send out this letter. The intent of the law was to protect you as the consumer but it truly gives off a very negative connotation.

If you read the letter, in the very first paragraph, it state “offered credit at lower terms than what you applied for”. The process of selling a vehicle can become very fluid with offers being made back and forth. In order for the dealership to protect itself legally, we are forced to send out this letter. Our staff should have told you that this letter was going to be sent and I apologize if they did not. This letter though, does not go out to any credit reporting agency, nor is it ever noted on any credit report. It is just sent to protect us and you.

Again, I am sorry for the confusion. If you would like to discuss this further, I can be reached at 619-579-8888.

Controller

El Cajon Ford