Complaint Review: BELL ROAD FORD - PHOENIX Arizona

Ford Motor Company Bell Ford

2401 W Bell Rd
Phoenix, AZ  85023
www.bellford.com

General Manager - Lee Spencer
Service Manager - Brian Vaulaincourt
Service Director - Dale Spahl

The Office of the President and CEO

It is with great distress that I write this letter to you.  However, I felt that I must share my experiences with you, so that you might take the appropriate actions to right this terrible wrong.  I purchased a 2008 F-450.  The reason I need such power is that I own and often use it to pull an RV/toy hauler. Everything had been just fine with the truck, until about a year ago (I have complete documentation of all interactions. (Receipts/records).  

What was to be just a routine oil change, or so I thought.  After the service was complete, they brought the truck outside for me to collect.  Before I even left the lot, the truck had a very bad ping and to knock - this did not sound good.  Upon further review, it was discovered that the mechanic forgot to put oil in the vehicle - not good.  The truck had been running excellent up to that point.  

After a bizarre scene by the Technician and Service Manager (which I have video of), they did apologize and offered me a one year/10,000 warranty.  During that year, I continuously had oil leak problems, one after the other - causing me a lot of inconvenience having to continually take the truck in for repair/service.  There were also compression issues (at this point I would think it obvious that a great deal of damage was done by the initial failure to put oil in the truck).  

Basically, there were putting a band-aid on, to postpone the inevitable.  Not good.

Fast forward to the future and on 6-28-12 I took my family Camping.  The engine breaks down, ruining this trip.  AAA towed the truck back to town, and this horror story continues.  I took it to the dealer, and was once again amazed at the lack of professionalism I found.  If nothing else, I hope to accomplish one thing, the investigation into the incompetency that I found over and over at Bell Ford (I may take my story to the media and social networks.  The video could easily go viral!)

They had my truck for two weeks, as I received excuse after excuse.  After these two weeks, I visited the Dealer, and asked the GM to speak with him.  He was immediately confrontational.  I thought he wanted to fight me.  And he did not even know who I was.  He said he was not informed of my situation, so I waited two weeks for absolutely no reason.  Incompetence is what I call it, among other things. 

After two weeks the GM Lee Spencer says he needs 24 to 48 hours to research it.  Unbelievable!

I could continue to write more for another hour, but I will stop here.  This management team should be audited (for YOUR benefit!). I had to sell the truck 'as is' and lost a ton of money, because Bell Fords incompetent mechanic forgot to put oil in, and that has got to be unusual for an oil change, am I right? 

I enjoyed the vehicle, and would like another, but I need resolution. I do not feel as if I should just walk away and let things go. I will stand up for what I believe in. 

I feel Ford Motor Company has an amazing product. I do not feel I should take my story to the media and social networks to damage the image of a great company over the incompetence of a few employees. However, I will if need be.  

Thank you for your time and attention to this matter.  I do appreciate it.  Please let me know if you require more information, as I left a lot out.  Thank you, and good day.