Ford
Reviews and Complaints

we have had two key fobs break. we are not hard on the key, we only use it for personal use not work. the design ford has come u with is terrible and they sould rethink it. at the price ford charges for their trucks that a person has built for their needs, they should replace the keys for free, not the $325.00. i feel ford should replace ours for free.

We bought this vehicle on 4/21/2018 which was still under factory warranty, we bought limited lifetime powertrain and total loss replacement. On 6/9 we broke down while traveling on vacation and had vehicle towed to a Ford dealer in the area JC Lewis Ford. We are now being told that the vehicle repairs and towing will not be covered due to engine sludge from improper maintenance. We have only owned it for less than 60 days and did our first oil change a couple weeks ago. How is this our fault and not covered. The dealer we bought it from Gateway Ford in Greenville TN is saying there is nothing they can do. I am sure this would be a valid lemon law. Please contact us. Jason Cooper [protected], Shannon Cooper [protected]

Recently, my friend brought her 2014 Ford Escape into have service done due to a leak. The dealership found that the seams on her car were not welded correctly, and that it needed to be redone. (a manufacturing defect). She is expected to pay for this defect and also if the windshield breaks in the process, she is expected to pay for the new windshield as well.
We cant comprehend why she should pay for a manufacturing defect and for damage they would cause at the repair?

Ford should pay for all repairs, labor and costs due to a manufacturing defect.
[removed]

I bought a used 2012 F250 Super Duty from the Hubler dealership in Shelbyville Indiana. Not long after the purchase the truck, if you hit a bump at a speed over 50 mph, the truck would start bouncing / shaking. When this happened applying the brakes made it even worse until you came to a stop. When this happened at highway speeds, the shake was enough to throw things off the dash and out of the door pockets. My fiancée refuses to drive my truck. It has happened to her and she nearly hit a semi-truck. I have had the truck to the service department 5 times for this issue and the problem still has not been fixed. The service manager said that my truck was not the only one with this problem. I feel it is not safe to drive on the intrastate highways. I would like to know what your company intents to do about fixing or buying this truck back so that I can find a truck that is safe to drive?

My name is Thomas Pagano and I live in Interlaken NJ. I purchased a Ford Explorer in April of 2015 - an upgraded XLT with several optional equipment features.

This vehicle had just reached 39, 000 miles and was still under original 36 month warranty when I brought it in for rattling noises.
Issues were several: sway bar links excessively worn and loose - replaced; water pump leaking - replaced; right front axle and intermediate shaft seals leaking gear oil - replaced; intermediate shaft seal leaking transmission fluid - replaced. The vehicle was in the dealership for 10 days for this work. That was on April 10, 2018. I have the service department repair invoice.
June 4, 2018 the engine malfunction light came on.; June 8th the vehicle went into The Lester Glenn dealership in Ocean NJ where I bought the car (for $45, 000). They have had it for the last 12 days and I'm told that it now needs new camshaft phasers which is another extensive repair so I do not know when I'll get it back now.
The worst part is that I have no confidence that this vehicle will not need extensive engine work on a regular basis. So when the warranty expires I'm left with a piece of junk - and this vehicle is just barely 3 years old.
Though I purchased an extended warrant when I bought the vehicle ($1, 700) I am extremely upset with the abysmally poor performance of this Ford vehicle.
Lester Glenn sales people offered me a new vehicle for this one and $20, 506.65; another for $18, 316.65; and a used 2015 Explorer for $9, 500. I wish the purchase prices were lower as I am retired and living on a fixed income. I might have taken the chance that 2 vehicles couldn't have such a shoddy and disgraceful performance.
Lester Glenn has given me a loaner and the service manager and sales people have been courteous but I am disappointed and disillusioned with the quality of the Ford Explorer - it's performance is nothing less than disgraceful. It's performance quality is sorely lacking.
I blame myself for thinking I was buying a quality vehicle at a fair price from a local business and I'm sure they thought the same. They don't make the vehicles - just sell them.
I don't know how to resolve my dissatisfaction - can't get my money back and I can't afford a replacement vehicle. If Lester Glenn offered me the used Explorer I saw there in exchange for mine given the severe issues mine has I would take it. But I do not expect that they would.

I purchase the car from Summit Ford in June of 2017.

Less then 90 days later the vehicle was having issues and the check engine light came on. I brought it into the dealership for the first time on September 22, 2017. I was billed $110 for the replacement of an air filter, but they were unable to find any issues with the vehicle. Within 3 days the light came back on and I brought the car back into the dealership on October 3, 2017.

I was given a diagnoses that the emissions canister and the fuel filter needed to be replaced at a cost of $1, 200. I was informed that neither of these items would be covered under warranty and that I also needed the key pad on my door replaced for another $200. The car had 42, 000 miles. I spoke to you while I was there asking why they items were not covered under warranty and you basically looked at me like I was a stranger and said you didn't know. I left the dealership completely upset. I declined these services and was charged $150 for the diagnostic (which was never mentioned up front.)

I drove the car through January 8 of 2018 when I moved to Denver. I took it into the dealership to examine the check engine light after the gas tank started making popping noises. They told me that I needed my evap purge valve replaced. I paid for this thinking the issues my car would resolve. This part and service cost me $487. Sadly the issues have only gotten worse since I replaced this part. It is to the point where I am unable to drive my vehicle for transporting Lyft passengers, my real estate clients or my daughter. It is also starting to stall in traffic. I am assuming it still needs the $1, 200 worth of parts stated above but I refuse to come to a dealership to be charged another $150 for a diagnostic.

After much research I see that Ford has already been sued regarding these SAME parts in the same year as mine. Jon Rivera v. Ford Motor Company, which is now a class action lawsuit in Federal Court. I would like to know why the company is not doing anything about a recall for these parts. They are causing potentially deadly situations, and Ford is ignoring the problem. They are pushing the costs off on consumers and hoping that no one notices they are producing vehicles with defective parts. Ford did this same type of thing when we had Explorers that were rolling over and no one paid attention until it was too late. A recall was issued in 2010 and 2011 for the Ford Fusion for the cannister purge valve stating specifically "On the aforementioned Ford vehicles, this valve might function improperly, leading to changing fuel pressures inside the fuel tank itself. Repeated pressure changes can cause the fuel tank to crack and leak, and leaking fuel is a massive fire risk". I want to know why the issues with my Ford vehicle are not being handled as seriously. I refuse to pay $2, 000 for parts that Ford knowingly installs that are defective.

From Lionel Ochoa complaint date 05/28.2018 against Planet Ford - Spring Texas
BBB complaint ID 2879722
No this has not been resolved. Recap myself and Manager Charles reached agreement on 2018 ford edge Stock # J1836 And he sent me a drive out price on this car Friday night @ 9:00pm - I told him I would be up there Saturday morning The next day when I was leaving Texas city I called Charles at [protected] stating I was on my way - have car ready My title in my hand to my car and already approved credit from Planet Ford to make the deal and he did not answer my call. I did leave voice mail on his phone. The drive for me and my wife was 1.5 hours there and 1.5 hours retuen in stressful traffic bumper to bumper thru down town traffic. When I arrived I asked for Charles and he immediately gave me to another Salesperson. He replied I have bad news and good news. The car you made a deal on was sold but we have hundreds of other Ford Edges you can look at and purchase. Told him this was A cheap tactic to get me to buy another more expensive car. He could not provide me with sales slip for the sale of the car.I left and told him I would file complaint with BBB. Planet Ford called me up and stated they had made a mistake and the car was still available if I wanted it. There was $ 1000.00 body damage and it was in the shop being repaired. I asked why then did Charles Tell me the vehicle was sold? No answer. Provided no bill of sale.I stated in complaint to resolve was that the vehicle be reduced in value for the Edge because of the $1000.00 damage. If I were to trade this car in the insurance company or Car Fax report would reduce the value of the car because it had 1000.00 of damage and value would drop. d. Planet Ford should proceed by drive out email sent to me - reduce value of car for damage- honor my First Responder certificate- this would be fair equtiable resolution to my complaint.. No deal. What they offered me was $100.00 for my time and fuel driving up there. That was 1.5 hr for me and 1.5 hr for my wife and the same return hours plus fuel.I rejected. I do not want $100.00 - As big a company as Planet Ford is I want the Ford corporation to see the cheap tactics Planet Ford does to senior citizens and honest people. To sell their vehicles. What I ask for is fair and reasonable. Ask the Ford Corporation.
Lionel Ochoa

I am a senior citizens and original owner of my Ford Fusion. I have had three batteries replaced within 7 years, throttle body replaced, after my car stalled out on me, and now this airbag situation. I talked with the local service manager, at Santa Maria Ford and he told me "not to get into an accident." This was last year and it did not set well well with me. I am afraid to drive this car and in a real dilemma as to what to do. With this airbag problem, I cannot sell or trade i this car. Help!

On Monday June 11th I called Gary Yeomans Ford to schedule an appointment to have the stitching on my front passenger seat repaired. The vehicle is a 2107 F-250 Lariat with around 9500 miles. When the vehicle was taken in on Wednesday (by my son) June 13th the service manager informed me that the vehicle would have to come back for an entire day to get the seat repaired. This was after stating the leather repairman was not on-site. I talked to the woman at the service counter. I scheduled the repair to be completed on Friday June 15th, since this is what worked best for my son and wife. My son dropped the vehicle off on Friday June 13th at around 9:45 am. At 11:09 AM the service consultant (Bruce Schaaf) called me to inform me that the leather repairman had called in sick and wanted to reschedule the vehicle for repair and that now it would take 2 days instead of 1. He wanted to give me a loaner. I told him to contact my son and speak with him and my wife to accommodate this repair. After my son and wife arrived he kept repeating that there was nothing he could do and said that he filled up the tank for her (It was practically full anyways). He also stated to make sure she brought it in empty next time and he would fill it up. My wife told Bruce that this resolution was unacceptable as they were wasting her time and mileage (which will cause our warranty to expire sooner). Bruce then proceeded to tell my wife that he would give her the number to the leather repairman so she could call him and go off on him. At this time my wife told Bruce that it was his job to do that and that he needed to do his job. Bruce proceeded to walk off. The lady at the service counter gave my wife a complaint form to fill out in which she did. At no time did the manager come out to resolve this issue.

A few things to point out here.

1.) The unacceptable behavior towards my wife is completely uncalled for.

2.) Why wasn't anyone notified sooner about the leather repairman calling in sick. The vehicle sat there for an hour and a half before anyone called. In my opinion the leather repairman looked at it and decided he was too lazy to do it on a Friday. Why else would Bruce have a detailed explanation on Friday as to what needed to be done and couldn't have provided this info on Wednesday when he looked at the vehicle. If the leather repairman was sick how did Bruce gather all of this info.

3.) Why is it that on Wednesday the repair was only going to take 1 day and now on Friday it will require 2 days? I know for a fact that Ford has time stamps on how long these jobs are supposed to take. What is the allotted repair time for this issue?

4.) If the leather repairman is this unreliable then Ford needs to order a new seat for my truck and they can come to my house and install the seat. This is a 94 mile roundtrip from my house. If I need to bring the vehicle back a 3rd time then Ford needs to add 188 miles to my warranty (both bumper to bumper and powertrain).

5.) In 2011 I switched to Ford after being a lifelong GM buyer. I had a 2011 F-250 Lariat that I never had an issue with. Because of this positive experience I purchased this 2017 F-250 thinking I was going to get the same positive result. It appears that Ford quality has been reduced in this time otherwise why would my seat have come apart in the first place. I see commercials on TV stating how Ford has an award winning service department. I don't what awards Ford won, but it is definitely not in customer satisfaction.

I am trying to update the Ford Sync for my 2011 F-150 Platinum remotely using the procedures listed on their webpage @ https://owner.ford.com/tools/account/how-tos/keep-your-sync-up-to-date/sync-software-update.html#/prepare
However, Ford has set up a roadblock! Ford requires me to run a vehicle report which according to their webpage is available until August 2018. However, my attempts to perform a remote vehicle report were not successful. Upon calling Ford's customer support center (@ 800-392-3673) I learned that remote vehicle reports were no longer available, and I must go to a Ford Service Center to perform this task. I told their representative IAW Ford's webpage this service should still be available until August, she stated that it was in fact discontinued.
I then called the local Ford Service Center who stated this service costs $155!
It is obvious to me that my truck is too old for Ford to provide this service! In my opinion, this is unconscionable and a pure scam by Ford! There is no reason why I have to perform a vehicle report other than to be forced to go to a Ford Service Center where of course they can gouge me for even more dollars than the $155 they claim it will cost.
Ford needs to remove this objectionable limitation of requiring a Vehicle Report just so I can update the Ford Sync on my 2011 F-150.

I bought a 2018 Ford F150 on December 4, 2017. I have had it in the shop numerous times for what appears to be a transmission issue. I feel like it is stuck between gears and it has even lunged forward on more than one occassion. Everytime I'm told theres nothing wrong and to wait until it throws a code. It finally threw a code couple of months ago. I took it in and they changed the spark plugs. I received a recall for a transmission clip (oh boy finally my issue will be resolved). Wrong. Made an appointment and took it in. The transmission technician was off that week so I had to reschedule. Made another appointment yesterday and took the truck in. I was told everything was fine. I asked why it acted like it wanted to die when I started it. Was told to use premium gas. I formed them I did and was then told to try the low grade! Is it a guessing game? Asked again that they found no issues with clip and was informed I am good to go. So why the hesitancy and other issues? Was told to make an appointment next week when transmission tech was in. Uhm ok Im pretty pissed off at this point (Ive been called darling and sweetheart with every conversation and asked why I couldn't walk to get my truck from my work) because Ive had my truck at this dealership all day and the transmission tech isnt even there! What's going on? Am I getting the run around? I want to know why I've been into the sevice department multiple times and still have no resolution. The truck was test drove in transport mode because they didnt take it off. Another dealership in a completely different state advised me this could be causing my problem. I want an answer. I want a formal complaint filed. Ive tried to resolve locally. I've tried to reach out on social media but was told they would contact the dealetship. I want contact information for corporate.

Good Morning,

I am writing to you because I absolutely HATE my Ford Focus (2014).

My car is one of the many lucky cars to experience the "PowerShift" transmission jerking, hesitation, and shuddering.
I took my Focus into the dealership (Royal Oak Ford, Royal Oak, MI) for this repair once already. The problem has start reoccurring for the second time which has also been known to continue to happen with this recall issue.

For the record, I am a single mother of a 5 year old son and this is my ONLY means for transportation. Like all single mothers, I have many bills and responsibilities I have to take care of including child care for my son. I can't afford to expensive repairs. I can't afford to lose my car. I can't afford to take time off.

I tried to take my car to Dean Sellers Ford in Troy, MI because it is close to my work. I called and spoke to Matt and he advised there are only certain parts covered with an extended warranty issued by Ford. I told him that this is a recall issue, I have had this issue once all ready and that this is to be fixed for FREE as it should be. He disregarded what I was trying to say and just wanted to make sure that I knew that he was going to push one over on me basically. When I arrived, no one was helpful to me. It took 3 attempts to get to the right spot for the service center to take my car. I had my car scanned when the check engine light came on last weekend (6/9/2018). I called to set up a time to have this recall issued addressed for a second time. I was not told there would be $116 from Matt to bring my car in to have it diagnosed. Jade advised I would have to pay $116 to ensure that was the issue with my car. I told her that my car has already been fixed for this issue once. My car only has 70, 000 miles on it. There should be no other issues with my transmission. The car is only 4 years old! I just want the recall issues with my car fixed I explained. She said I have to pay the fee for the technician taking time out of his day. I did not approve of this, took my car and did not have it fixed.

I am beyond frustrated with these issues, I can't stress this enough. As a mother, I have enough going on in life to have to 1 deal with this HORRIBLE recall issue. And then to have to deal with dealerships who are NOT willing to fix the problem that is CLEARLY known to all. I mean there was a class action lawsuit. Buying this car has been one of the worst decisions that I have ever made. And because it is a FOCUS, I am underwater with it because it is such a POS car. So it's not like I can try to get out of it, which I have tried, SEVEN TIMES. Ford has made a terrible decision with this PowerShift Transmission and now the little people like me have to PAY for it and suffer through it. I paid $21, 000 for a car that I hate and that is by far the worst car I have ever owned.
I can't wait to get rid of this car and go back to DODGE! Thank you so much Ford for making and selling a HORRIBLE, AWFUL car.

Hey my name is Janet Reyes i previously owned a ford fusion 2017. I bought the car around November 2017. On June 10 my car caught on fire by itself. I was not aware of their cars having this manufacturing problem. This is a concern that should be taken care of immediately, lucky i wasn't in the car when this happened. I contacted my insurance and also contacted ford motor. The dealer i bought the car from which is Al Piomente ford on Melrose park located in chicago told me that it is the 300, 000 fusions that were sold that happened to. It is unbelievable and honestly traumatizing. I will never own or get in a ford vehicle in my life. Its also very upsetting that even though there is numerous cars reported with the same issue, Ford is still selling these risky cars that should be instinct. I will get this problem fixed and will let everyone know how bad of a make ford really is.

I purchased a 2013 Ford Fusion on May 6th 2013 from City Auto Sales in Hueytown, Al. After owning the car for only few weeks the oxygen censor went out. It will cost me a total of 150.00 to have it replaced and then right after that. Then this past Thursday my engine overtemp. warning came on. I called a Ford dealership and was told to call Ford roadside service and have them pick me up and tow the car to the nearest dealership.. which was Adamson Ford in downtown Birmingham. After going through the whole set up process with the lady on the phone she told me that the roadside assistance with the car expired back in Oct 2017. It would cost me 108 to have them tow it so I declined that and called my AAA. I waited 2 hours for the tow truck in the heat and then by the time we got there the service dept. was closed. The next morning when I called them about the car I left there. They said there was a recall, plus apparently there hole in a hose which caused the issue also. They said I could only get a rental car from them for 1 day, but that they couldn't order the part until Monday.. this was Friday. I ended up paying for my own rental car (136.00) and for me that was a big piece out of my budget. How else was I suppose to get around? They weren't very helpful at all. I called the place I bought it from and they basically said it wasn't there problem. Even though the guys at Adamson said this should be have fixed before the vehicle was sold. I can only afford the rental until Tuesday and hopefully then my car will be fixed or I will have to inconvenience my mother once again to help me get around. This issue should have never happened though. The gentleman at Adamson Ford was not helpful at all. It is not my fault they didn't order the part until 3 days after I brought the car to them. They said even if they had ordered it on Friday there wouldn't be anyone there to install the part over the weekend.. How is that my fault? I am quite disappointed in the whole Ford experience. I drove a Ford Escort 20 years ago and had a bad experience. The car went up in flames 10 mins after I got out of it one night. It was a fire due to some problem with the engine is what the caused was determined to be. I had decided to give Ford a try once again, but this experience has proven to be bad also. The man couldn't tell me how much it will be to replace the hose and for the labor which basically I can't afford but what choice do I have? I have been given the run around and caused quite a bit of frustration because of this. I would like to know is there anything you all can do to help me with this situation. I have only made 1 payment on this car and will already be out more money to fix it then my actual car payment.

Jeana King
704 Brookhill Circle
Pell City, Al 35125
[protected]

I brought my 2016 Mustang in for repair for AC issues at Sames Ford, Bastrop, TX in March 2018. I lived in Elgin at the time. There was little or no air coming out of the vents and the air itself was cool, not cold. At that time temperatures were in the 80's. Sames replaced the compressor assembly due to low pressure and a leak. The repair was covered by my extended warranty. Present time: June 2018: temperatures in the high 90s and low 100s on a daily basis. My daughter has been driving the vehicle into Austin, TX for various doctor's appointments several times a week and sits in deadlocked traffic on IH-35 in Austin crawling at under 15mph for 30 minutes at a time. The flow of air coming out of the vent is okay, but the temperature of the air coming out of the AC is 'cool' but not cold. When moving at speed limit the air is cool, but not cold. When sitting in park in 90+ degrees temperature the air coming out is cool, but not cold. I was told by one individual at the dealership that buying a dark colored car means your AC won't be as cold because the car can't cool down because of the color of the paint. I called Covert Ford in Hutto, TX as I live in Round Rock now. I thought take it to a local Ford dealer and they can help you. They said they won't honor the warranty work done at Sames, they'd have to charge me again for the deductible, that they'd 'gladly take my money'. They suggested I take it back to Sames for a 're-check' so that I don't have to pay again. The drive to Bastrop, TX from Round Rock is almost an hour each way. I made an appointment for Friday, June 8th and dropped it off. I contacted Sames today and spoke to the service person - he said they'd checked the AC on the car Saturday, June 9th and it seemed fine. They checked it again this morning and it seemed fine...it's blowing out ice cubes. The temperature right now is 90 degrees in Bastrop, TX. I reminded him that driving it is all fine and good, the air is better, but not cold when driving. But when sitting in traffic that is not moving the air temperature is not tolerable. He stated that they will drive the car again this afternoon once it gets hotter outside...its due to hit 97 this afternoon. My concern is driving it will not reveal the issue...sitting in park might. Sitting in a traffic jam might.

My concern is why isn't the warranty coverage good at any Ford Dealer? What if I was traveling out of state and had a problem that had been previously covered by my warranty and now isn't. I drive extensive miles daily, and by the time I get in my car at 4PM the temperature outside in the heat of the day is above 95 degrees, sometimes hovering into the 100s. Cool air doesn't cut it. Please help.

Had my Mustang convertible fixed by the Ford dealer last May, it cost $1200 and I was told the parts had a 1 yr warranty. I dropped off the car with Ford to be looked at on 5/10/17, but did not get the vehicle back until 6/30/17, since Ford told me they were "waiting for parts." The convertible quit working again 5/17/18, so I contacted Ford and dropped it off to be looked at was told it would now be $1800 to repair the convertible and that the parts were out of warranty since they opened the ticket on my car 5/10/17-even though it was 5 weeks later that I actually got my car back because Ford kept on saying they did not have the parts in yet. I only used the convertible 10 times from the time of the repair to the time the convertible quit working again. Not only did they not refund my money or repair my convertible for free, they tried to charge me over $200 in a diagnostic fee before they were going to allow me to retrieve my car. I only got this fee removed when I drove there, spoke to a manager in person and plead my case.

I bought the truck new in MAY 2010. I had all the scheduled dealer maintenance completed as scheduled and the vehicle has never been off road. The four wheel drive has been engaged twice, and the majority of the miles have been on the highway. Thirty miles from FT Leonard Wood the transmission began slipping. The vehicle was sluggish when accelerating from a stopped position causing a hazard in city driving or merging onto the interstate. The vibration increased on the highway at speeds above 50 MPH making it difficult to steer. When I arrived at my destination, I dropped it at the dealership the next day for service. The service representative called and informed 2 maintenance lights were on for engine and transmission service. I agreed to move forward with the scheduled maintenance. The dealership called later that day and informed me I needed a new transmission but could not explain what the codes meant or the cost of repair. I asked for clarification, but no one ever got back to me with an update. I received a text my truck was ready for pick up, but the staff could not explain the problem. I am now at day seven and after countless phone calls to the dealership and Ford customer service line. No one can explain the issue or offer assistance because the vehicle is not under warranty! My questions. Why is the transmission shot after only 37, 000 miles? If it is replaced, what reassurance do I have this problem will not reoccur in another 37, 000 miles? Is there assistance for a drive train component replacement that is supposed to last 100, 000 miles and likely defective? Why is this a warranty issue and not a quality issue? The staff at the Ford customer service center try to keep bouncing back to the dealership and refuse to put me in contact with the regional manager or supervision staff. I was finally contacted and told we will repair the transmission for $5, 000. They said take it or leave it.

I have two bent rims on the car I purchased new. I took it back to show them and was told they don't cover wheels and Blamed me for hitting something. So firstly wen I was test driving the car u could feel a small vibration from the front and the salesman said don't worry it's just the road. And if I would have hit something hard enough to bend the wheels shouldn't that had flatten my tires. Both rims n the front are bent but in opposite spots Meaning a collision would damage them in the same spot across from one another. Sincerely Andrew Downs. [protected]

I contacted Ford Motor Company about a Ford Focus I had been sold and that I was on the third Transmission repair and that I was unhappy. I was asked to contact Ford Lemon Law group. They informed me that the Focus problem was not covered by the lemon law. I was so mad made that I said I will never buy from Ford again. My wife went into the local Ford Dealer that sold us the Focus " Sunland Ford, Victorville CA" and asked if there was anything they could do to make me feel better. They talked her into to a New Ford and told her she was right, the old Ford Focus "It isn't cover by the lemon law". I feel that I was lied to and move into another car. I have been contacted by a Lawyer requesting to represent me, as the 2013 Ford Focus was covered by the lemon law and in fact it was found to be a big problem for Ford and Ford should have returned my money or applied it to a newer model. I'm asking for the last time that Ford address this problem. If not I will have no other potion but to turning it over to the Attorney.

On May 3, 2018 my escape suffered the above named accident. On May 4th I had it towed to our local Ford dealership, Mcnelly-Whaley Motor Co. in Sevierville, Tn. The service attendant, Martha said that they would inspect the damages and report to State Farm. On May 8th I had emergency surgery on my knee. I was out of contact with The dealership for several days due to hospitalization. When I called the dealership, Martha said she sent the estimates and photos to State Farm's claim team. I pursued this to the claims team who said they never received the information. I called back to Martha who said she would resend it on May 14. Claims said they did not get it and that it wasn't being sent properly and that they would contact Ford to walk them through it. On May 15, William Kite, a supervisor of the service department said he would send it. Again, State Farm did not receive it. By this time my car was there for 12 days and i was getting nervous about my rental allotment of $600. running out. Totally exasperated I called my local State Farm office for help and they asked me to go the dealership and get the information on my phone and bring it to the local office. I did that on May 17, and the local office sent it to claims team. When they got it they needed additional information from the dealership. They requested it from Martha but they didn't get it. I phoned Martha who then told me that " she had no idea what she was doing with this insurance request". At that comment I called another repair service for advice. They agreed to help out the dealership to send the additional needed information to claims. Since Martha told this gentleman she would need 10-14 days to get the parts, he said he could have them in a couple days and that the dealership could install them. This was agreed to by the dealership. The parts were brought to the dealership who then refused to install them due to some being used parts, even though State Farm required this and had okayed the parts. I then gave Randy's Auto Repair permission to pick up the car and repair it. I had the car back in 2 days, June 1, fully repaired and running fine! Of course while Mcnelly-Whaley had the car, they used up all my insurance for my rental and didn't do anything for me. I had to pay two additional days without insurance coverage because of Mcnelly-Whaley's incompetent service department.

I requested some help from the dealership in paying for my rental since it was totally their fault that the car sat there for 27 days. I brought my car there in good faith, waited patiently for them to work out their problem with sending the data, made several calls to them and to State Farm trying to help the situation, had to go get the data myself since they admitted they couldn't do anymore than they did. Why did they play me so long. Why didn't they tell me to pick the car up the following week after I had it towed in to them, if they didn't intend to do what was necessary to get the okay to fix it. Why was a second party able to fix it in 2 days? Obviously, Mcnelly-Whaley has incompetent employees and what's worse doesn't seem to care.

My rental bill was $474.91. If the dealership could have fixed the car in a couple of weeks, my cost would have been about $200. I requested that the dealer cover $275. toward my cost. I am a 74 year old, currently disabled, on a fixed income and budget and this would have helped me tremendously. I thought this was a fair request, and since I had acted in good faith taking the car to them they might act to maintain good will. They told me to forget it. They said take it up with my insurance company. I will be taking it up with the Better Business Bureau, Chamber of Commerce, the state Consumer Advocate, and any other institution that will listen to me. At this stage, my only consolation will be to help others to not get treated this way by Mcnelly-Whaley.