Complaint Review: Steeltown Ford - Selkirk Manitoba

In June 2007, Steeltown Ford's service facility recently provided service to my vehicle (1998 Ford Explorer). I have been driving Ford vehicles for 15 years and I must say that I have had no major complaints during that time. I use to have my Explorer serviced at Worona Bros. in Lac du Bonnet but they are no longer a Ford dealership. That being the case, I thought I would try Steeltown Ford for the most recent issues with my vehicle.

I became familiar with Steeltown through a project I worked on with Kevin Barnhart (from Steeltown Ford)... that being the Ford Dealer Hot Shots curling event that was held in Beausejour last spring. Kevin and I put together the Hot Shot event in a short time period in order to promote Steeltown Ford in Beausejour.

It is therefore with great displeasure to have been made the victim of their wrongdoing in dealing with me as a customer of Steeltown Ford dealership. I find it insulting that they told me to pay my bill and leave. They told me to never come back and to find another dealership. I was told by their customer service rep that Steeltown Ford employees are professionals but I can't help but question that statement. A professional would not come up with a knee-jerk solution that would jeopardize the dealer-customer relationship. Yet that is exactly what they did.

I feel it necessary to put my complaint regarding their customer service methods in writing so that other may reconsider your actions. The following states the sequence of events regarding the initial "sticky door lock" issue on my 1998 Ford Explorer.

- dropped off vehicle and told service desk guy that the driver's side door lock was sticky. The door would open from the inside (and outside) but had to first unlock the door using the electric unlock then open with handle. I informed the service guy that the problem was with the latch which had a broken spring (this was written on the invoice). I know that this was the only problem causing the sticky lock because I had replaced the spring (with a weak spring) and the door operated fine. Conclusion: all it needed was a new spring. But the weak spring didn't last so I thought I would bring it to the dealership, the professionals, to fix it.

- Steeltown Ford mechanic checked the latch and determined there was no problem with the latch (a mistake on his part). Unfortunately, he removed the inside door panel, adjusted the rods and concluded that I need a new outer door handle (a second mistake). Although the springs have been broken on the outer door handle for about 5 years, they in no way affect the sticky door lock problem. The little springs on the outer door handle just keep the door handle from flopping up and down when travelling down the road. I know that I need a new exterior door handle but that would not fix the sticky lock problem.

- next, the service desk guy informs me that I need a new exterior door handle to fix the sticky lock problem. I asked what about the broken spring in the latch and he said the mechanic says the latch is fine. ??? I disagreed and had to show the mechanic where the broken spring was. He apologized and said that he missed that.

- next, the service desk guy rewrites the estimate to include a new latch and changes my invoice to now read that I need a new latch. This was good but I am still charged $25 for making some adjustments inside the door. I proceed to make a case that I shouldn't have to pay $25 because I was the one who diagnosed the problem... twice. Once when I dropped it off and a second time on the shop floor. I would have been very pleased if they could just replace the broken spring but as it turns they only replace parts instead of repairing. They could have told me this without spending 0.85 hours fiddling with the inside of my door. That was a waste of their mechanic's time and my time as I was waiting for him to finish.

- during my discussion with the service desk guy, Mr. Darren Skrupski (manager) interupted and told me to pay my bill, leave and never come back. Is this what they are trained to do? As a professional?

- the service desk guy said he had to listen to his boss so there was nothing else he could do. But he did try to smooth it over by stating that my door would now open without having to unlock it first. I respect him for that. I also understand that we are not all perfect and can understand that their mechanic made an admitted mistake. But unlike Mr. Darren Skrupski (manager), he apologized. Strange how the guy in the back has more class than the guy in the front.

- next I drive home. I try to open my door with the "improved" fix that they did according to the service desk guy but the door doesn't open. I think... no problem I'll just unlock it first and then open with the handle (as before I took it to Steeltown Ford). To my surprise the door will no longer unlock and I can't get out. I have to now crawl across to the other side.

- I tried to unlock using the inside unlock, the exterior keypad and the key... none worked. And to my surprise the lock tumbler is no longer connected to the linkage inside the door as it just turns freely with no resistance. Leads me to believe that the mechanic did not reconnect it when he was fiddling inside my door.

- after reading through the explorer forum (links are below) I am convinced that the broken latch spring is a common problem.

http://www.explorerforum.com/forums/showthread.php?t=189701

http://www.explorerforum.com/forums/showthread.php?t=180314&highlight=door+latch

http://www.explorerforum.com/forums/showthread.php?t=165081

I felt my argument with Steeltown Ford was valid for 2 reasons:

- after presenting the first estimate, the mechanic admitted that he made a mistake (the spring in my door latch was broken as I had initially informed you when I brought in my vehicle).

- your service rep reduced the bill somewhat because he realized a mistake was made by your mechanic, but justified the remaining $24.95 charge by telling me that he improved the operation of the door.

So I paid the $24.95 charge as so rudely told to do. But upon returning home that day I could not get out of my vehicle. The door would not unlock and would not open. This is a safety issue. I spoke to your customer service lady (Kim) to explain my displeasure but she concluded that there was nothing Steeltwon Ford could do for me.

I sent an email to Mr. Darren Skrupski and Mr. Kevin Barnhart from Steeltown Ford stating the above occurences of events. The following two statements were included...

"Darren, please tell me how you intend to correct the problem. Since you have already charged me $25 for no improvement and created a safety issue with my vehicle, all I am asking you to do is open my driver's side door at your expense."

"Kevin, can you suggest how we should proceed with the Hot Shots program next year in order to promote Steeltown Ford in Beausejour and surrounding areas? Because unless this problem is rectified I would not recommend your service department to anyone."

Neither one replied. I will never purchase another Ford vehicle.

Stu

Beausejour, Manitoba

Canada

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