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Fairway Ford Reviews (1)

To whom it may concern, I am drafting this letter to tell of my families experience at predominantly a Fairway Ford in Evans, Georgia but also a [redacted] in [redacted] Ga. I wish to impart both the positives and negatives of our experience so as not to come across one sided. My youngest daughter, a recent graduate of the [redacted] needed to replace her 2003 [redacted] as it had served her well but was showing its age. My guidance to her was to deal with the new car dealerships as simple logic would dictate they have a reputation to maintain as opposed to say a [redacted] Used Cars". Given this we shopped around all of the new car dealerships in town for several days in June of 2015. We stopped at Fairway Ford of Evans and spoke with a salesman by the name of [redacted] a very nice gentleman who was more than accommodating. We explained that my daughter was looking for a late model used SUV in the 10K range given her budget. We looked at several options but settled on a 2006 [redacted] that had just been traded in, in fact it had not even gone through the shop although there were some known issues involving the ventilation system. Paperwork was filled out with a deal pending the full assessment of the vehicle, repairs and processing. As this was to take several days we kept in communication with [redacted] as to the vehicle status and expected delivery date. Involved in this conversation and transaction was Mr. [redacted] the General Manager / Part Owner who I personally had several conversations with. He as well as the salesman knew this vehicle was for my daughter as mentioned above a recent graduate who in fact was moving to [redacted] to start her new career. As luck would have it the mechanic [redacted] assessing the vehicle was a former coworker and friend of mine so given this I asked him personally for his assessment and he in fact called me with the details all of which were reported to me via [redacted] except for 1 item and that was the ball joints which I inquired about much to his surprise. [redacted] explained to me that Fairway Fords assessment of these was that they were serviceable even though there mechanic told me they were not. I let this pass again with the assumption they had a reputation to maintain. My daughter picked up her vehicle on June [redacted] and was on her way to [redacted] A strange conversation was had between the salesman and my daughters as both were there, he asked her to give the vehicle gas hard so they could see the transmission was in good shape. This was noted as just odd until the transmission failed 5 months later. I am confident the dealership knew there was already a replacement transmission in the vehicle as only minimal research and it was found to be a transmission from ETE (Engine and Transmission Exchange) installed in 2009. I am not suggesting Fairway Ford knew of any problems but just that the transmission had been replaced. Again, just odd that a conversation about the transmission was had nowadays given reliability of vehicles in these modern times In late November my daughter called and explained she was having vehicle problems in that when the vehicle was put in gear the engine would rev and the vehicle would not move. I again defaulted to taking the vehicle to the dealership especially given she was new to the [redacted] area and did not know a lot of people. She took the vehicle to [redacted], her service advisor was [redacted] I struggle to understand what happened from this point given the customers input but apparently the vehicle was diagnosed via checking for codes which makes sense except for the diagnosis and repairs compared to the customer's specific input / description of the problem. The code check via [redacted] determined she needed a new coil pack which was replaced. She was also pressured into getting a fuel injection service that I would argue neither she nor the dealership knew if she actually needed. In addition she was charged $39.95 for a shop charge. So the total for this service cost my daughter $564.82 plus rental car fees of $103.53 for a total of $668.35. She picked up her vehicle on November [redacted] and was on her way. On November [redacted] the very same problem she had originally put the car in the shop for continued, the vehicle would rev up but not move when put in gear. It was brought back to [redacted] and I personally called and spoke with [redacted] after it was diagnosed with a bad transmission. It was specifically noted that the transmission fluid was burnt and I am sure [redacted] can attest to this. I asked as anyone would, how is it this was not diagnosed initially given my daughters input? Why did the invoice for the coil pack have on it "the check engine light was on" when in fact it was not. The quote for the transmission was $4250.00 and even negotiating with [redacted] who did help, still made it a very expensive repair that warranted a second opinion. I called Mr. [redacted] of Fairway Ford in Evans who could not have been more supportive and willing to work with us. I told him I was going to bring the vehicle back into town for them to assess. He explained that he had owned one of these very same year Ford [redacted] and that sometimes it could be a minor issue with the transmission, something involving a solenoid. The vehicle was brought into town on ** December 2015 and was delivered to Fairway Ford on the afternoon of ** December 2015. I asked that while in their shop a thorough assessment of the vehicle is made as I noted when I arrived that I could smell anti freeze so I opened the hood and noted the expansion tank was empty but saw no leaks. I received a call from a [redacted] the Service Advisor who could not have been more personable, professional and seemed to genuinely care. It was explained to me that a speed sensor in the transmission was bad as a code had indicated. The fluid was in fact specifically noted as clean directly conflicting with [redacted] but had some fine metal articles in it. It was further explained that it was a 50 / 50 shot that replacing this sensor may be all it needs but it could end up being the transmission in the end. The full assemmsnt of the vehicle also noted that the thermostat housing was leaking and the ball joints were “shot” their words not mine. The total cost of repairs was approximately $5200. I had a number of conversations over the following days speaking with Mr. [redacted] explaining to him that I understood they (Fairway Ford of Evans) were under no obligation to me as we had bought a used vehicle with no warranty. I only asked that he do the best he could and I in fact believed he was doing just that. We had last spoke on December [redacted] and he was going to see about a used transmission and re­assess the ball joints. As this was a Thursday I thought I would give it a couple of days to assess and develop a plan. When I did not hear back by I called and left 5 messages on Monday the [redacted] of December with the receptionist [redacted] for Mr. [redacted] (a matter of record) but none were returned. I did not understand, given the time allotted and his understanding of my daughters situation what was taking so long, why could I not get a return call? I finally called [redacted] the salesman and explained to him my frustration and disappointment. He told me that he was told that I had opted not to get the repairs done at Fairway Ford, I honestly do not know where that came from because my intention was to do just that. Why would I bring the vehicle from [redacted] if I was not going to get it repaired? I picked up the vehicle on December 22nd. In the end I took the vehicle to a local transmission shop who diagnosed the vehicle as needing a transmission and in fact noted the transmission fluid as being as dirty as used Diesel oil”. The vehicle was also noted as needing ball joints (apparently this was obvious to everyone who had it in the shop except Fairway Ford) The transmission was replaced for $1900 and change (receipts available) with a remanufactured transmission with a 3 year XXXXX mile warranty. I personally replaced the thermostat housing and associated hoses. The hope was my daughter would now have a reliable vehicle after $3000+ in repairs and no help from Fairway Ford but no such luck. The thermostat housing leaked diagnosed by Fairway Ford ended up not being the reason for using anti –freeze at about ½ gallon a week as there was no slow down in the consumption of anti­freeze. A trip to the shop (receipts available) diagnosed the actual problem and the repairs were made with no further use in anti­freeze. In addition the vehicle developed idling problems with intermittent engine shutdowns but that is another story and problem resolved with additional costs. The problems also continued on with the ball joints in that they were making noise now when turning. I had my daughter bring the vehicle back in town to see if Fairway Ford could or would do anything. I called and had a conversation with Mr. [redacted] about revisiting the problem that existed from the beginning. He seemed genuinely put out at having to re­visit this and transferred me to service where I spoke with the Service Manager a Mr. [redacted] I explained to him the history on this vehicle and specifically about the ball joints that were twice assessed as needing replacement via his staff. I brought the vehicle to Fairway Ford of Evans on January 25th 2016. The next day I received a call from Mr. [redacted] where it was explained to me that the ball joints did need to be replaced and best they could do to repair a known problem when the vehicle was sold to my daughter was $500+ an apparent shop cost. I declined given the expectations and reality to date with respect to Fairway Ford and the fact that other quotes on hand were for less monies. In the end, all I had asked for as the customer from Fairway Ford from the very beginning was for a fair deal. I again realize they are not in business to lose monies, and as noted above I realized and even told [redacted] that this vehicle was not under warranty, I just wanted Fairway to work with me and I thought they were going to. Since the vehicle was purchased on June [redacted] of 2015 it has needed a transmission, had a coolant leak at the thermostat housing (mis­diagnosis) coolant leak in the heater system, serpentine belt replaced, ball joints are shot, coil replaced. The list has gone on. The only thing on that list that was an issue when the vehicle was sold to my daughter (that I am aware of) was the ball joints. Would it have been too much to at least work with me on that? In the end I feel like (again as a customer) Fairway was more about the almighty dollar than about customer service and responsibility as is so boldly noted in their form letter (copied in its entity below) that followed this incident. In closing I can be reached via e­mail at [redacted] United States Navy Retired

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