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Service failure

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Greg9933
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Posts: 217
Joined: Tue Nov 30, 2010 6:17 pm

Service failure

Post by Greg9933 » Sat Oct 17, 2015 1:05 pm

I am posting this for two reasons. One, to alert all of you that mistakes in dealer service can happen, second............. at the end of the day, we are responsible for our own safety.

On October 6th, I checked my 2013 Taurus in for the routine 45k service under my maintenance plan. I requested the dealer check the cabin air filter as well as some pulsation in the brake pedal which I was interpreting to be brake rotor runout, and to please check why the ambient lighting was resetting to default yet again.

Under my ESP and maintenance plan, I have first day rental so no issue there. Enterprise showed up promptly, and off we went.

Dealer called Thursday to say they had put new brakes on the back. Went on to say that the battery was testing out below specs, probable cause of ambient light reset = low battery voltage. I questioned this extensively as the car was starting and running fine, no dimming of headlights, no drag on the starter, etc. When advisor assured me of the test results, I said ok. We are after all going into winter.

Picked up the car late Thursday afternoon. About 1745 by the time I got there, they were winding down for the day. Immediately, there is a squeal/squeak from the rear brakes. My mind said the new pads must need to seat in, made the 20 mile commute home.

The next morning on Friday I am looking over the invoice, and I am stunned to see that on the ACE vehicle inspection report, which was the first thing done when the car was checked in, was "Battery Status: Good". WTF? I say to myself. So, that is the first glitch.

Also in looking over the invoice, there is no indication they rotated the tires. I ordinarily would request they do this, but thinking back recognize that I didn't. Get in car, head to local independent tire shop where I do tire business because they will rotate for no cost if you are a customer.

On arrival, I request tire rotation and also could you take a quick peek at the rear brakes and see what the devil this squeal is?

Shop owner comes and gets me about 10 minutes later, says "you need to come and see this."

Essentially, the rear brakes are destroyed. The technician obviously installed the pads incorrectly. there is a locating pin on the pad backing plate, which is supposed to go into a slot in the caliper. It's off set about a quarter of an inch , thus the pad is not flush to the caliper, it's installed at an angle, such that the caliper piston is not even touching the backing plate at the top. Yes, I have pictures.

Call dealer. Advisor says drive it in, will put you in a rental. Note - It's about 20 miles. Explain situation again, and ask about safety to drive car. Same answer. Owner of independent shop hear the whole thing, says "unbelievable."

I ask shop owner and tech for opinion. Owner steps up immediately and says "I have liability here. If you drive this thing in this condition, it's at your own risk. Your rear brakes are compromised at this point. If it was my car, it would go out of here on a tow truck."

I make command call, tell independent owner to fix it at my cost.

$200 later for new rotors, we re-used the new pads after deglazing.

I am done with Ford. Shopping today for a new Impala.

Greg9933
2013 Taurus SEL Ecoboost Tuxedo Black
2010 Audi A5 Quatro Sahara
2001 Ranger Supercab 4x4 OffRoad Woodland Green


GhostRider
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Posts: 719
Joined: Wed Oct 10, 2012 7:34 am
Location: Ohio
Vehicle: 2013 Ford Taurus Limited

Re: Service failure

Post by GhostRider » Sat Oct 17, 2015 4:20 pm

Throwing in the towel because of one crappy dealer? Seems a bit extreme to me
2013 Ford Taurus Limited FWD (301A Package)

Greg9933
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Posts: 217
Joined: Tue Nov 30, 2010 6:17 pm

Re: Service failure

Post by Greg9933 » Sat Oct 17, 2015 4:37 pm

I know. I'm just still mad about it. Never should have happened.

G
2013 Taurus SEL Ecoboost Tuxedo Black
2010 Audi A5 Quatro Sahara
2001 Ranger Supercab 4x4 OffRoad Woodland Green

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Domain
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Location: Southern Erie County, New York
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Re: Service failure

Post by Domain » Sat Oct 17, 2015 6:07 pm

Dealers are responsible for their techs, and themselves are independent franchisees. No sense in trashing the entire brand over it, though I fully agree with the outrage.

Contact the dealership owner and watch them make it right anyway they can. You can contact Ford Corporate, but doing so only unleashes the wrath of God that Dearborn tends to be. Make your own call to the owner, say you didn't call corporate yet and want to give them a chance to make it right, and watch everything magically become great again.
Current: 2017 Ford Explorer -- Limited AWD 2.3L
Past: 2014 Ford Taurus - SEL AWD

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Webmaster
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Re: Service failure

Post by Webmaster » Sat Oct 17, 2015 6:36 pm

I had a Ford dealer *royally* piss me off one time years ago (OK about 2004 I'd say). That was sales, but I've never set foot in there again. Heh, I guess I can hold a grudge LOL

Bummer about that... Ford's online social media team is pretty good at escalating things, they're always monitoring their online reputation.
2000 Ford Taurus SEL (excellent car, sold to a friend)
1992 Mercury Sable GS (good car except for the tranny, sold)
Current: 03 F150 King Ranch SuperCrew
Other Fords owned: 02 F150 SuperCrew 4x4, 11 F150 EcoBoost, 07 Ranger, 01 F150 XLT, 98 F150 XLT, 96 Thunderbird LX, 95 Escort GT, 86 Mustang LX, 82 Mustang

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FordCustomerService
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Joined: Mon Oct 25, 2010 7:15 pm
Location: Dearborn, MI
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Re: Service failure

Post by FordCustomerService » Thu Oct 22, 2015 3:04 pm

Greg9933 wrote:I am posting this for two reasons. One, to alert all of you that mistakes in dealer service can happen, second............. at the end of the day, we are responsible for our own safety.

On October 6th, I checked my 2013 Taurus in for the routine 45k service under my maintenance plan. I requested the dealer check the cabin air filter as well as some pulsation in the brake pedal which I was interpreting to be brake rotor runout, and to please check why the ambient lighting was resetting to default yet again.

Under my ESP and maintenance plan, I have first day rental so no issue there. Enterprise showed up promptly, and off we went.

Dealer called Thursday to say they had put new brakes on the back. Went on to say that the battery was testing out below specs, probable cause of ambient light reset = low battery voltage. I questioned this extensively as the car was starting and running fine, no dimming of headlights, no drag on the starter, etc. When advisor assured me of the test results, I said ok. We are after all going into winter.

Picked up the car late Thursday afternoon. About 1745 by the time I got there, they were winding down for the day. Immediately, there is a squeal/squeak from the rear brakes. My mind said the new pads must need to seat in, made the 20 mile commute home.

The next morning on Friday I am looking over the invoice, and I am stunned to see that on the ACE vehicle inspection report, which was the first thing done when the car was checked in, was "Battery Status: Good". WTF? I say to myself. So, that is the first glitch.

Also in looking over the invoice, there is no indication they rotated the tires. I ordinarily would request they do this, but thinking back recognize that I didn't. Get in car, head to local independent tire shop where I do tire business because they will rotate for no cost if you are a customer.

On arrival, I request tire rotation and also could you take a quick peek at the rear brakes and see what the devil this squeal is?

Shop owner comes and gets me about 10 minutes later, says "you need to come and see this."

Essentially, the rear brakes are destroyed. The technician obviously installed the pads incorrectly. there is a locating pin on the pad backing plate, which is supposed to go into a slot in the caliper. It's off set about a quarter of an inch , thus the pad is not flush to the caliper, it's installed at an angle, such that the caliper piston is not even touching the backing plate at the top. Yes, I have pictures.

Call dealer. Advisor says drive it in, will put you in a rental. Note - It's about 20 miles. Explain situation again, and ask about safety to drive car. Same answer. Owner of independent shop hear the whole thing, says "unbelievable."

I ask shop owner and tech for opinion. Owner steps up immediately and says "I have liability here. If you drive this thing in this condition, it's at your own risk. Your rear brakes are compromised at this point. If it was my car, it would go out of here on a tow truck."

I make command call, tell independent owner to fix it at my cost.

$200 later for new rotors, we re-used the new pads after deglazing.

I am done with Ford. Shopping today for a new Impala.

Greg9933
Hi Greg9933,

I want to document your experience for feedback. Please send me a private message with your full name, best daytime phone number and dealer name/location.
Webmaster wrote:...Ford's online social media team is pretty good at escalating things, they're always monitoring their online reputation.
Hi Webmaster! I'm right here. :)

Meagan
FORD SERVICE

p: 800.392.FORD
t: @FordServiceImage@FordTaurusImage@Ford
f: Imagefacebook.com/Ford

Greg9933
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Posts: 217
Joined: Tue Nov 30, 2010 6:17 pm

Re: Service failure

Post by Greg9933 » Fri Nov 06, 2015 8:44 am

After calming down a day I took advise from the forum and wrote a letter to the dealership general manager with copies of the pictures. Politely explained concerns, questioned how a major safety system could be compromised and somehow got out the door.

Three days later I get a phone call from the dealership operations manager. Totally owned what happened, explanation made sense, essentially complete failure of internal checks and balances. Not one excuse. Paying me in full for out of pocket costs.

Strong desire expressed to retain me as a customer, 'what can we do?'

I explained mileage on 2013 was creeping up, had been considering a new purchase relatively soon in order to capture 2015 tax advantage. About this time Ford launches the 'friends and family' program.

I have to switch over to the SHO forum, as I brought home a new 2015 SHO last night. Platinum white, 402a, performance package. F/family price, half the hold back, and all rebates.

Ok. I am a happy camper.

Greg9933
2013 Taurus SEL Ecoboost Tuxedo Black
2010 Audi A5 Quatro Sahara
2001 Ranger Supercab 4x4 OffRoad Woodland Green

GhostRider
Regular Member
Posts: 719
Joined: Wed Oct 10, 2012 7:34 am
Location: Ohio
Vehicle: 2013 Ford Taurus Limited

Re: Service failure

Post by GhostRider » Fri Nov 06, 2015 11:44 am

Thats the spirit!
2013 Ford Taurus Limited FWD (301A Package)

The Bone
Regular Member
Posts: 390
Joined: Fri Jan 17, 2014 11:41 am

Re: Service failure

Post by The Bone » Sun Nov 08, 2015 8:01 pm

what a sweet dealer. I hope you like your new ride. Post pics when you can.

2011TAURUSSEL
Regular Member
Posts: 973
Joined: Sat May 21, 2011 8:41 pm

Re: Service failure

Post by 2011TAURUSSEL » Mon Nov 23, 2015 12:56 am

Gregg1993 wrote:
I have to switch over to the SHO forum, as I brought home a new 2015 SHO last night. Platinum white, 402a, performance package. F/family price, half the hold back, and all rebates.
Baxman took advise of his council (ME!!) and gave the SHO a try. Took him long enough but he wanted to keep up with the Jones...O.K. The Cannon's I apparently have created a monster that even I couldn't have predicted. He showed me up but I am glad that he got one. His 2015 and My 2014 are fairly close in options both 401A NAV/MoonRoof the major difference was his is 2015 White Platinum and mine is 2014 Ingot Silver and he added the Multi Contour seat and Performance pack.
Present: 2014 Taurus SHO/Ingot Silver/Charcoal

Past F/L/M Products:

2013 Taurus SEL (X2)
2012 ESCAPE LIMITED
2011 TAURUS SEL/202A

1993 Taurus GL
1987 Sable GS
1985Crown Vic
1987 Tempo (X2)
1986 Escort EXP

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