Has anyone every gone up against a dealership in court and won? My friend brought her 97 F150 5.4 into the local dealer for a random miss fire problem(I think it's the coil). About 4 months ago I had installed bosch platnium plugs (the truck was running fine at the time, just routine maintanence). I have had great performance with these plugs and not a single problem in 100,000's of miles in different vehicles I have put them in. Anyway,the dealer told her that the plugs were to blame for her problems and that she should have never had me install such crappy plugs. They also told her that I had routed the plug wires wrong and she needed new ones (total BS I am a perfectionist!). Over $500 later she gets her truck back with the same problem. She is not a rich girl and I feel the dealership totally screwed her. When I went back and confronted them they said she authorized the work and nothing can be done about it. Any suggestions before I get arrested for driving the truck through thier front display window? Does complaining to Ford corprate offices get you anywhere? This dealership needs to be shut down this is one of many horror stories I've heard.

 

Well, let me be the first to agree that a lot of service dept.s are shady, shady, shady!!! Almost as if they had nothing to do with the sale of the vehicles, because I have heard the accolades of the dealerships service department used in the sales pitch out front! Anyway, I have become quite effective at getting what I want from the service department. Just go back up there, make sure there are LOTS of other customers around and start being REALLY loud when explaining the problem to the first schmuk (service writer) you come across. When he can't handle your situation (which he will immediatley inform you of), he will get the Service Mgr. Continue complaining really loud, include accuations of shady practices and taking advantage of a woman customer and whatever else you can think of, but be specific in why you are there and what you want to make you go away. DO NOT CUSS AND DO NOT GET PERSONAL! This will lose you any credibility you gain with the onlooking customers and you'll lose the effect. Also, this will give them reason to dismiss you from the premises. But DO BE PERSISTANT! As each person in their chain of command gets his fill of you he will pass you off until they will have you talking to the big boss or owner of the dealership. DO NOT GO INSIDE!!! They know you are screwing their reputation by airing their dirty laundry in public, and that's your goal. If you are well-spoken, logical and professional they will do almost anything to pacify you and get you out of there. If you are simply being an a-hole, they will tune you out and you won't get squat. This has worked well for me in the past, and I only had to go this route twice before they started rolling out the red carpet when I'd call to make an appointment. But again, this is when I knew I was getting screwed and wasn't gonna take it laying down. I was never unreasonable in my requests and wasn't trying to get something for free. Make sure you case won't come off that way when you say it out loud. Good luck!!

 

Have the truck fixed by someone else, call the BBB, and the local news channel to do a story on how they took advantage of this woman.

 

Sounds like a case for the problem solvers.

 

In a previous job, our office sued Ford, won and applied Lodestar (receiving 3x the amount awarded under the lemon law suit). It was a transmission issue. In any case, it was a suprise to both myself and the attorney that we did so well and I would venture to say it doesn't happen too often. Ford has some of the best litigation teams on payroll and it's difficult to get through all the trappings.
As for advice on remedying the problem for her ... try the following as it worked with me and perhaps others have similar or better examples: You must document everything that is going on or that has transpired with the vehicle. Take photos. Call the Dealership and request the Owner's name, his schedule and his boss's name and address (if applicable) and the area representative. Contact the area representative and demand to meet with him. Advise him what's occurring and what you want to remedy the problem. Document everything said/promised etc. If the rep doesn't solve the issues -- Send a certified letter to the owner and cc: Ford's customer service department notifying them of the problems and demanding a solution. Call the BBB (check online) fill out a complaint. Go into the dealership when people are there (and you know the owner is there) and demand to speak to him regarding remedying your girlfriend's problems. If you can get your lady friend to speak up and not back down they will have to take her serious. They must know she is not going to walk away until she walks away happy. In the defense of the dealership -- many times, the owner has no idea what is transpiring in their business and will rectify the matter if you are persistant. I warn you though -- it is not easy. Once they get your money -- it's tough to get a fair shake. I do know there are decent people in the dealerships and I owe my current Ford happiness to a few of them. But it DID NOT come easy and I did have to make some concessions. But that's what it's all about -- the give and take.... GOOD LUCK!!!

 

Don't waste your time complaining to Ford. Since this isn't a new vehicle under warranty, Ford will tell you that it's an issue between the consumer and the dealer, and it doesn't involve Ford Motor Company. ctfordguy is right: find another shop to fix it, and once they've fixed it right take all the paperwork to small claims court. If you've got all your ducks in a row, and can prove with the documents that the dealer didn't know what they were doing, I'd be SHOCKED if she lost the case. We've al seen enough of those "Court TV" shows to know that the party that enters the courtroom the best prepared is the one that wins.

 

I tend to agree with the dealer on the issue of Bosch plugs I am a Master Crertified Technician & hold the L1 advanced level engine performance Certification(not a Ford Dealer Tech.) I have seen 10 times more problems from Bosch plugs than any other brand you may have used them and had good luck ? I would not use them if they were free!