My First Disappointment, Hopefully, one of the Few

Ford Motor Company Customer Relationship Center
P.O. Box 6248
Dearborn, MI 48126

December 04, 2008

I recently purchased a 2008, Mustang Bullitt, at Advantage Ford, in Duarte, CA. Thus far, I have been very happy with my purchase. However, I did have a bad experience in your Montebello, CA Ford service center. The problem was when my new Mustang had a large bolt pierce the rear, left tire. I utilized the Ford Motors, provided roadside assistance program, but when preparing for the service to arrive, I received my first surprise. There was no spare tire in the spare tire well, but only a self-sealing compressor pump. The explanation I received from Alfredo Vergara, Montebello Ford service center agent, was that that was done by Ford in order to save space and weight. Well thank you Ford Motor Corporation for that added benefit. What weight are you saving me and what space? The weight of a spare tire is minimal and the space is already there and I certainly don’t use the spare tire well for anything else, other than for the SPARE TIRE! While at the Montebello location, I was told that the tire’s steel belting was ruined and could not be patched, therefore I would have to purchase a new tire, at a cost of $200. How convenient for Ford Motor’s profit margin. I get a flat tire, and have to come into Ford. I can’t place a spare tire temporarily, until I can price similar tires and shop for the lowest priced tire, but must buy from Ford. Now, that the bolt has been removed from my tire, I can’t move my vehicle until the tire is replaced and this dealership claims not to have any spare tire, which could be used temporarily, until I shop for a tire. So, pretty much, I am trapped into having to buy the Ford tire. During my long wait, about four hours total, I called to the Advantage Ford dealership and was told by Mr. Dave Kalmus that BF Goodrich could provide a warranty for the replacement of my tire, if there was minimal mileage on my tire. However, this was incorrect, as the puncture was not due to a manufacturer defect.

Bottom line was that I was very displeased with my service experience with your Montebello Ford service center and with the incorrect information I received from Mr. Kalmus at the Duarte sales office. I felt that Mr. Kalmus was simply trying to brush me off or get rid of me, by giving me incorrect information. Further, I am absolutely flabbergasted that I am paying a total of about $40,000 in principal and interest on this vehicle and your corporation does not find it necessary to provide a spare tire? What if I rip the sidewall or sustain a sever gash on the tread? The compressor/sealer won’t fix that and if it is past the warranty period I may not have roadside assistance. What do I do then, punt? This is a gouging scheme of your company’s doing, but it is also a safety issue, as well. Thank you for consideration and I look forward to your response.

Yes, I succumb to the, "spare tire," scam. Granted, I cannot prove a scam exists, but what else can one believe, when the circumstances glaringly point in that direction? I know, maybe I could have waited, shopped for a new tire, then taken it to the dealer to have them do the work, or had the tire place do the work. I am also leery about the warranty validity if I have outside work done. The letter, which I also drafted another to B.F. Goodrich, was very much warranted and might net me a discount. The might of the pen, at times, far surpasses that of the sword. I just can't believe that Ford has stooped to such depths and seems to be angling for any type of way to get more and more money out of its customers. I am probably preaching to the choir, but I feel that if I am going to pay that kind of money for a vehicle, then I want some quality. Not just a quality work product, but a quality purchase experience, as well as a quality follow-up service experience. When will they get it through their heads that a little bit of up front manufacturer courtesy gets long term customer loyalty and repeat business. I can only hope that this is my last, wishful thinking, bad experience with Ford.

To speed. . .