map-marker Dekalb, Illinois

Waranty rigid and unwavering

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I was alerted by another driver on the Interstate that there was something wrong with my car. When I pulled over, I saw nothing out of the ordinary after inspecting the car. I continued home and checked again. For the ride to work the next day, my husband and I switched cars because I wanted him to drive it. Once driving, he knew soon after that there was a problem, but he didn't contact me until much later in the day. At that point he had already taken the car to a local mechanic and work had begun. It turns out by brakes were bad and what the other driver saw was the red hotness of my rear brakes. I tried to contact him to tell the husband about the extended warranty. He didn't know I had one because I purchased the car on my own and never informed him about the warranty because everyone always warns not to buy extended warranties. I should have listened. I went directly to the Ford dealer that sold me the car and asked if there was any way I could get back some of that money I spent at the mechanic, $695. They made it sound like it might be possible, but they asked me to write everything down about how it all happened and why I didn't go to a Ford dealer. For one, it was 9 p.m. and I had been out all day and wanted to get home and wasn't even sure anything was wrong with the car. Two, it wouldn't occur to husband to go to Ford dealer. He knew something was wrong and it had to be addressed so he just wanted to "take care of it" for his wife. Ford and their warranty company denied my claim. It was as if they didn't even listen to my situation or care that their rotors and calipers failed. They just wanted to punish me for not using a Ford dealer. In my explanation, I even complimented Ford about my husband's Ford Focus having 360K miles on it with no major repairs. I could understand if they would have at least honored half of the bill. That would have been a more appropriate solution.Now I feel alienated by the folks who sold me the car because they said they weren't the ones to make the decision and I feel ignored by the warranty company because they just want to stick to their rigid rules without trying to be flexible. I was very honest with my explanation and they behaved like I was scamming. I'm at the point where I never want to buy another Ford again and I feel like the Fold Dealer could have advocated for me, but why would they? They don't know me. They just care about their rules and their bottom line.
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  • Feeling unsupported
Reason of review:
Poor customer service

Preferred solution: If unable to honor warranty in full, it would be fair to go in for half with me. Don't make me feel abandoned. Don't they want me to purchase another warranty next time? Don't they want me to continue with Ford products?

1 comment

This was totally your fault. No sympathy here.

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