Shelby GT350 Door Dinged by Service Department

[Vegas5OH]

Did you bomb the survey before they rescinded the offer to fix the car

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[Bikeman315]

I’m not normally one to give in but in this case I agree with Torched10. Since they are the only dealer in town do you really want them touching your car again? Could wind up worse than where you already are. Consider all the aggravation you already gone though. How much more are you willing to accept? IMHO, I would bite the bullet and just get it fixed.

Of course after that you might want to send the bill to the dealer and Ford.

 

[raydog1]

Keep fighting!

The dealership I use for warranty stuff & maintenance accidentally damaged my car in a spot that I wouldn’t have noticed for days if ever. Not only did they immediately point it out to me, they also hired an outside specialist to repair it back to factory appearance. I didn’t even buy the car from that location.

That’s guaranteed them my business for life!

Your dealership is begging for bad social media publicity.

 

[Bikeman315]

Keep fighting!

The dealership I use for warranty stuff & maintenance accidentally damaged my car in a spot that I wouldn’t have noticed for days if ever. Not only did they immediately point it out to me, they also hired an outside specialist to repair it back to factory appearance. I didn’t even buy the car from that location.

That’s guaranteed them my business for life!

Your dealership is begging for bad social media publicity.

Based on the way the OP has been treated so far, I’m guessing they do not care much about social media.

Also checkout the reviews on Google for this dealer. Most are positive. Wouldn’t think that based on this situation.

 

[Torched10]

Based on the way the OP has been treated so far, I’m guessing they do not care much about social media.

Also checkout the reviews on Google for this dealer. Most are positive. Wouldn’t think that based on this situation.

Haven't seen pics,so don't know damage.if it's just paint,ie nothing bent,the ding guys would be couple hundred at most.i actually use a specialty shop for dings and dents,had a tree branch fall on my truck hood,and dent guy took it out in 30 minutes.
You might call around to some higher end dealer's and ask service guy who they use.its better if they're brick and mortar,but some mobil guys are very good,especially if they work for a caddy ,Lexus et al.i would definitely send them the bill.even better a lawyer letter with the bill.but that'd be expensive.unless you have a friend who'd do it for a ride in your car.

 

[Nikujaga]

Hi -
Looking for help here. I took my vehicle into the local dealership (only one in town), and they've screwed me before. Their service department door dinged my new 2016 Shelby GT350 (it is new, it had 4000 miles when I dropped it off, and I am literally the first owner, purchased end of June 2019). They covered it up with touchup paint that appears to be the red color that replaced candy apple red, and does not match the Race Red on my car. The paint was still soft enough to mark from a fingernail being pushed at it when I picked the car up (they had it for between 3 and 4 hours). I called the service department out immediately, and made the service manager come outside with me to look at it. He immediately denied it was them, and said "we don't even have paint here, it couldn't have been us". He then offered to cover the cost of fixing it through their body shop and provide information via email, which he never did.

I called the 1800 number for customer support, they told me I need to complain in writing to FoMoCo Customer Relationship Center. The local dealership service manager first offered to pay for getting it fixed after patently denying it could've been them, because they don't have paint. He has now rescinded that offer, probably because the body shop said the paint color I have is going to probably run 1.5-2k for fixing the door, which sounded high. The body shop in question does nice work, and is the Ford dealership body shop, so no number shenanigans are likely.

The dealership service manager called me a few minutes ago and reiterated that all three techs that touched the car did not damage it, they were extra careful, and they don't have paint, so couldn't have been them. He informed me they are dropping the matter, and consider it closed, and will not be covering or assisting with getting it fixed.

Has anyone had this happen to them before? Where do I go from here? I gave them the lowest possible ratings in the survey on the service and asked to be contacted, but Ford has not reached out. I pinged FordService account here in PM, but they haven't logged in since 2017 I see now. I pinged FordService on Twitter too.

I have a couple high resolution photos of the side of the car, including one a couple days before it was taken in for service, and there is no sign of the damage.

I'm F$#@ING furious here.

It is unfortunate hearing your story. In the future, before dealer service, have them do a walk around with you and notate the condition of your vehicle upon arrival. Be really thorough i.e., rims, body panels, spoiler, chin spoiler, etc. I do this whenever I have taken cars in for dealer service. In fact, my Ford dealer walks around taking a video of my car before service and I have them sign off on it.

 

[jimmerheck]

the chipped paint is an issue for the paintless dent removal but I assume it could be done like this: Have a good body shop or detailing shop touch it up and wetsand/buff until the chip is filled in, then have the paintless guy do his magic. Or vice versa, paintless guy first, then have it touched up. I have had paintless dent removal done twice myself, and both times it came out perfect. Each time was around 130 where I live. My friend had his whole truck done, (97 F350) and the whole truck is now straight as an arrow.

 

[Bikeman315]

By the way Allen, can you please post some pics so that we can see the damage?

 

[Torched10]

Good info.i get dent out first.amd if necessary have paint guy do touch up.as I,mentioned above the branch that cause d a 10 in long dent didn't need any touch up.if it's not thru the paint,a lobt of times buff by hand will get it out.maguiars 2x

 

[IPOGT]

Yes, I have Hi-Res pictures from 4 days before the vehicle went in for service. I have posted on their social media already, and Google, and Yelp. I called the dealership (now owner, previously General Manager) directly and left a voicemail with him twice now. Previous history is that my wife's 2013 Ford Escape was in their service department for 6 weeks, returned not fixed, went back for 4 more weeks, returned broken, and went back again for a week for a new transmission. During the first two visits, because we didn't buy from them, they refused to provide a loaner vehicle. The Service Advisor did not provide reasonable updates, and treated my wife like she was a dips@#t, probably because she was female. They also blew two alignments on my 2010 GT so bad that it wore out a set of front tires in 8000 miles as well. I'm sure I'm in their system as an asshole, but hey, treat me like one after I've spent over 200k in the last 10 years on Ford products and I'm going to treat you the same way when you f@#k up repeatedly. Edited for language

Edit 2: Their social media team has already gotten someone at Facebook to delete my posting.

I try to base my experience on merit, but it seems they don't have much merit to base it on. That leads me to my next question. Why the hell did you keep going back there?

 

[Jetnoise]

The dealership service manager called me a few minutes ago and reiterated that all three techs that touched the car did not damage it, they were extra careful, and they don't have paint, so couldn't have been them. He informed me they are dropping the matter, and consider it closed, and will not be covering or assisting with getting it fixed.

This has zero bearing on the damage you incurred. It does not matter who caused the damage even if it was another customer or lot attendant tech ...or any other employee of the dealership.
They had the Care, Custody and Control of your car when the damage occurred and that makes them legally liable. Do not....do not deal with the svc mgr. talk to the owner or cfo/controller. Dealerships have customer cars insured usually one of two ways....either way it's their baby.
Enquire who insures them or have your insurance company subrogate the repair bill
Get an estimate to repair

 

[PWn3R]

I try to base my experience on merit, but it seems they don't have much merit to base it on. That leads me to my next question. Why the hell did you keep going back there?

In this case I needed a regular service before a road trip, with only 5 days notice. There was no way to get the vehicle to the dealership I trust in Phoenix. The only other place in town that anyone trusts that I know was booked 3 weeks out for services. The next closest dealership I trust is 150 miles each way. This will be the last time, ever.

I have called the owner of the dealership 3 times. The phone has not been answered and I did not receive a call back from voicemail. Ford Service on Twitter said they were escalating the matter, whatever that means.

 

[Cobra Jet]

In this case I needed a regular service before a road trip, with only 5 days notice. There was no way to get the vehicle to the dealership I trust in Phoenix. The only other place in town that anyone trusts that I know was booked 3 weeks out for services. The next closest dealership I trust is 150 miles each way. This will be the last time, ever.

I have called the owner of the dealership 3 times. The phone has not been answered and I did not receive a call back from voicemail. Ford Service on Twitter said they were escalating the matter, whatever that means.

Respond back to Ford Service on Twitter then and publicly announce how the Owner of the Dealership refuses to return your phone calls. Also state that as being a Ford Customer who dropped a large sum of money on a Mustang you’re thoroughly disgusted as to how you’re being treated.

Have you called back the Ford 800# and opened a CSR Claim #?

Be a thorn in the side of both the Dealership and Ford’s Customer Service - that’s the only way you’re going to get resolution. You could contact your local News Investigative Team that helps consumers get resolution to such matters and publicly shame the Dealership - some members on here have done that with success when the Dealership won’t step up.

 

[88lx50]

A letter from a lawyer may change their mind.

 

[Bikeman315]

In this case I needed a regular service before a road trip, with only 5 days notice. There was no way to get the vehicle to the dealership I trust in Phoenix. The only other place in town that anyone trusts that I know was booked 3 weeks out for services. The next closest dealership I trust is 150 miles each way. This will be the last time, ever.

I have called the owner of the dealership 3 times. The phone has not been answered and I did not receive a call back from voicemail. Ford Service on Twitter said they were escalating the matter, whatever that means.

Allen, is this you?

Christina George

2 reviews

2 days ago

My spouse and I have never gotten our vehicles back in the same condition they arrived. As in, they are always damaged. Severe door ding on a brand new Mustang, keeping my Escape for weeks on end only to have to take it back within 3 days. The service is bad and the staff is uncooperative.

Response from the owner a day ago

Hello Christina, thank you for reaching out. Our customers mean a great deal to us, so we regret to hear of the experience you've described. We'd appreciate the opportunity to discuss this matter; please contact us at (928) 774-5063 at your convenience so we can work towards a resolution. We hope to hear from you soon.

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