Bob Johnson Ford of Avon

In 2012, we purchased a new 2012 Ford F-550 from Genesee Valley Ford, the price of the truck and bed was around $62,000. Shortly after, we also bought a 2012 Dodge 3500 Diesel truck From Genesee Valley Chrysler, Jeep for about $54,000 which was also paid in full at the time of purchase. As far the sales experience, it wasn't bad, the salesmen were nice and easy to deal with. About a year later the Ford F-550 lost power, the light came on indicating that there was water in the fuel filter. We bring the truck to Genesee Valley Ford, and the change some filters, drain the tank and charge us $545 for the repair. They claimed it was not covered under warranty because we must have put water in there, or the truck was vandalized. When unattended, this truck is stored indoors, or behind a locked gate, so we knew it wasn't vandalism and we were concerned how water would enter the fuel system. The truck had 9,374 miles on it at this point. A week later, the same light comes on. We take the truck to Genesee Valley Ford, and they perform the same repair, again saying we were responsible for the contamination and charge us $824. At this point I requested a meeting with the owner, Dominic G. to discuss the situation, with the goal of getting to the source of the contamination. He refuses to meet, but I did meet with Jerry, the service Manager, and Rob G., who works for Ford as some sort of traveling technician. I thought he was brought in to help solve the situation, but I was wrong. He informed us that our truck needed a $9,500 repair, our current warranty is void, and both Robert G.and Jerry suggested that we report this to our insurance agent as vandalism. We politely told these two, as well as Dominic G., the owner, that reporting a knowingly false claim is insurance fraud, and it is not the type of behavior our company engages in. We stress that our goal is to figure out why water is getting into our fuel system, and fix the problem. Robert G. of Ford Motor Company then instructs Genesee Valley Ford to perform a pressure test on the fuel system. This is a simple test that checks for leaks in your fuel tank. Robert G. also stated that this test should have been done by Genesee Valley Ford before any repair, the first time the light came on. Jerry and Dominic G. agree. The test is performed, and it turns out the sending unit on the fuel tank is faulty, allowing water in any time it rains, or gets washed. Genesee Valley Ford replaces the sending unit, and they refund us the money for the first two repairs, and perform what was originally suggested, replacing the entire fuel system at no cost. Later on we come to find out that they missed one important part. In June of 2014, the truck shuts down, at this point it has 19,790 miles. It broke down about a mile from Jacks Repair in Scottsville, where we tow it. Jacks repair is a reputable shop that we use often. The cause of the problem is that the fuel pump went. Because this is a warranty issue, we assume we will be taking this truck back to Genesee Valley Ford, but we come to find out that Genesee Valley Ford now outsources repair work on F-550 and larger diesel trucks to Jacks Repair, because of the inability to handle the complex nature of large diesel trucks. Jack recommends replacing the entire fuel system after finding metal contamination in the fuel injectors, the fuel is also tested and there was no trace of water according to Jacks Repair. Genesee Valley Ford, and Robert G. at this point will only authorize replacing the fuel pump. That repair is done, and the truck still doesn't work. ​At this point Genesee Valley Ford has the truck towed from Jacks Repair in Scottsville, to their repair shop in Avon. Genesee Valley Ford claims to have taken a fuel sample, and sent it to a MiltonCat lab for analysis. The result of this test showed that the fuel was 97% water, which is physically impossible. At this point we request a meeting with Dominick G. to discuss this situation, which is beginning to look very suspicious. Dean D., the General Manager of Genesee Valley Ford informs us that Dominick G. will not meet with us, "Genesee Valley Ford has washed their hands of the situation" we were told. Dominick also via saved text messaged, tells one of our managers that he considers the situation closed, and to never contact him, or any of his employees again. We were also told that Genesee Valley Ford would not perform any repairs, warranty or otherwise, or sell us a Dodge to replace this vehicle. It was very odd, as this all occurred without any arguing or anything out of ordinary business. Without anyones knowledge, including Jack's repair, the truck is towed back there, left with the drive shart disconnected, and the key in the on position, at the open lot at Jacks Repair in Scottsville. Jack again tested the fuel for water, and found no trace, although according to Genesee Valley Ford, it contained 97% water, and our warranty is void because of this. Next, Ford Roadside assistance takes the truck to Van Bortel Ford in East Rochester, as Genesee Valley Ford abandoned our vehicle, and refused to allow it ono their Ford repair shop grounds under threat of trespassing. Van Bortel sends out a fuel sample to a third party laboratory, and there is no water found in the fuel. Keep in mind, that we haven't seen our truck, or obviously used it in three months. Now prior to this latest fuel test, we were told by Robert Green of Ford, that this test would determine if the repair would be covered under warranty, so we were obviously relieved when it came back negative. At this point, Robert G. instructs Van Bortel to look for signs of rust on the truck. Rust is discovered, and Robert G. informs us that because of the rust, the test performed by Dominic G. that showed 97% water voided our warranty. So for about a month, the conversation was simple, they wouldn't pay for the repair because it was caused by contaminated fuel, while they acknowledge that the fuel was contaminated by a warranty issue. You cant make this up. We then sell the truck to Van Bortel for $22,000 taking a hit of over $30,000. Unfortunately, not all of the customers that face this abuse from Genesee Valley Ford, Dominic G. and Robert G. are in the position to by a new Dodge 5500, and we are also in the position to afford to sue Genesee Valley Ford, Domick G., Robert G. and their general manager Dean. I will keep updating this review as it moves through the legal process.