To Whom It May Concern:
My name is Tina and I have been a loyal Ford customer for many years. Through my professional engagement with Eddie Adams, I was drawn to a local dealership (#1 Cochran Ford Monroeville located at 3696 William Penn Hwy, Monroeville, PA 15146). Mr. Adams was always polite and truly goes above and beyond to sell cars. For this reason, I made the decision to make my Ford purchase with this dealership.
Lately, I've been experiencing issues with my brake lights going out. I would replace the bulbs and the lights would go out shortly after. I figured this needed to be seen by the dealership as my car is still under warranty. First, I arrived at the dealership on 05/09/2024 and Lindsay at the service desk gave me an attitude and acted like I was an ignorant customer. I pride myself as an intelligent professional woman who manages several employees. Needless to say, I was really appalled at how she treated me!
I was told there would be a $180 diagnostic fee. I dropped off my car at 1:00 pm. Then, around 4:00 pm I called the service department for a status update. I was told my brake lights were out (this was already known and they were already informed). At that point, they had no further updates indicating that they didn't actually diagnose the cause of the brake lights going out.
I was told by one of the dealer's agents (Austin Gockel) on 05/10/2024 that a Body Control Module will need to be ordered. Since they have my car and have to place an order, I requested to take my car home. Mr. Gockel stated that if I take my car home that they will have to reschedule the repair job. This made no sense since they still had to order the part! How am I to get around if I can't use my car? I even called their Service & Parts director Charlie Dillon and left voicemail messages. But, he didn't return any of my calls!
I left my car with the dealership and received a phone call later that day. They said that they need my 2nd key in order to program it. Without it, they would have to order a replacement which is about $550. Again, this makes no sense. Why wasn't this mentioned before and what does key programming have to do with the brake lights? I'm already furious at this point!!
I managed to locate the 2nd key and dropped it off at the dealership as requested. Mr. Gockel texts me later to confirm the repair job will be done by the end of day tomorrow. Then, today (05/14/2024) I received a text from Mr. Gockel stating that the incorrect part was ordered. He said that the correct part will be here tomorrow. I am still without my car and no options were provided to me due to their mistakes.
This is not how a business should be run! I feel that they're treating me this way due to the color of my skin. I am getting the run-around and no one wants to help me. Furthermore, I feel that they're trying to add delays, run-around tactics and price gouging just to mess with someone. This is not right and I refuse to be treated like this.
I demand immediate resolution! This is causing me to lose faith in Ford and valuable time from my day. I am requesting someone call me immediately to provide me with a sense of clarity and mutual resolution. Failing to comply, I will proceed with filing a complaint to Ford directly, Federal Trade Commission, Better Business Bureau, and the Attorney General.
Your team has my contact info on file.
Kindly,
Tina read more