Planet Ford

II think what happened to me brings deceit to a whole new level. I brought my car (2013 Fusion) in on Monday, January 26th. When I started my car I had warning lights that pictured: airbag problems, hill assist problems and a message that said auto trac needed to be serviced. Planet Ford is the closest to my home, so I brought it in. I was told it would be a day or two before it could be looked at, as I expected. I explained that my car was under warranty and I’m sure whatever it was should be covered. My Service Advisor phoned me a couple of days later and asked me if I had run over anything. I told him no. He asked me if I was absolutely sure. I told him driving about 80-85 and if I had run over anything I’m sure I would have known. The next day he called and asked me when was the last time my car had been wrecked. This upset me as I bought the car Certified Pre-owned and thought that should have been declared. I told him it had never been wrecked and even asked him if he wanted a letter from my insurance company. He said it looked like the airbags had been deployed before. The next day I was told that Bondo was found on my car. Dealing with a woman, I’m sure he thought I was ignorant, which I was. My husband said that didn’t make sense because they would have to have paint off to see if it had Bondo on it. At that point, I was very upset and told him to just fix the car and then I would look at trading it in and buying a new one. He then offered to speak to someone about getting me a trade in value and to help me look at new cars. Wait, it gets better. He made it sound like my warranty would not cover this problem, as it was probably caused from “the wreck”. When I got upset because I thought I bought a good car, he told me he was going to do his best to have Ford cover this problem, since I didn’t know the car had been wrecked. He stayed in touch with me and constantly said he was working with Ford. He said he couldn’t guarantee anything, but he was going to push for them to cover the problem. Oh, I forgot to mention my car was at Planet Ford for eleven days, which put quite a burden on my family. I was then told he had searched the nation for a computer to test my car. The story then changed to I needed a module which was in production and that Ford would overnight the part as soon as the first one was off the production line. Finally, I was called on the 11th day and told the part came in and I could probably pick up my car at the end of the day. He called about 4PM and said it was ready and I didn’t owe a thing, that Ford Motor Company agreed to cover my expense. I was thoroughly excited and told him how much I appreciated him working with Ford. I even offered to bring him a bottle of wine to express my gratitude. I told my husband just to drop me off and I would thank the kind man for everything he did. I am so glad I did this, because my husband would have probably been kicked out after seeing what the whole problem was after all the lies that we had been told. I got to Planet Ford about 5:30 and looked over my paperwork. I saw that all the problems were from a recall, not a wrecked car or running over anything. Needless to say, I was a bit upset, again. Naturally, David was not there for me to speak to. Amber, who is fantastic, offered to call a manager, but I felt it would be better for me to calm down first as I was on the verge of tears. I was thinking if it was a recall, why keep my car for 11 days. Why not just tell me that and call me when the part arrived? I felt like the biggest fool for believing outright lies for 11 days, by this man, who made it sound like he was going out of his way to help me. I went home, put in my VIN number on the Ford Motor Company website, and low and behold, there was the recall! Imagine that!! It showed the exact problem that I had, warning lights coming on, and that there was a problem with this module. I then paid for a history check on my car and guess what? My car has not ever been wrecked. Besides messing with my head and keeping my car for 11 days, I paid for a car history for no apparent reason! On another note, one of their employees is the absolute best. I have to give kudos to Amber Davila. This young lady was nothing but professional and kept her cool very well. The day that I brought my car in, I waited for 3 ½ hours for a shuttle home. After waiting 2 hours she called David and he acted like I never told him I needed a shuttle. I told him that I had no idea where the room was that he told me to sit in, so why was I in there if I was not instructed as to where it was. Another 1 ½ passed and Amber started making calls and finally got me a shuttle home. I was not happy with this service, but again felt after all David’s hard work working with Ford on my behalf, I could overlook the time I sat waiting. Last night when I came in, needless to say, I was not a happy camper after looking over my paperwork and seeing that my car sat there for 11 days when I could have just brought it in when the part arrived. Then thinking of all the deceitful, conniving lies I was told made things even worse. Amber, once again, was very patient and professional. I thanked her for her help and told her she was the only star at Planet Ford. I’m not sure why all of this happened. I think people expect salesmen to be con men, but not your service advisor. It’s almost like he was living in a fantasy world and pulling me along for the ride. We are still in the market for a new car, but won’t be buying it from Planet Ford. It’s hard to believe that this would happen at some place that I thought was reputable. My story will be spread throughout Spring and Houston, so this won’t happen to another ignorant person.