Complaint Review: SURPRISE FORD - Surprise Arizona

On 10/9/14 my daughter took her 2010 Ford Edge to Surprise Ford because she was having operation issues withn the sunroof. One of the air shields had fallen off so she wanted to know what needed to be done. Their service technician recommended replacement of BOTH accordian shields at a cost of $475.00. She declined, brought the car home where I put the shield back in place with no effort or expense. It remained in place until the next visit to Ford. See Surprise Ford service invoice 501075.

On 9/19/15 the car was brought back to Surprise Ford for more sunroof issues. This time the sunroof was needing manual assistance to open and close. This time the recommendation was for major repairs and parts replacement at a cost of $4624.00. This diagnosis cost her $119.5 and it states not to use the roof due to broken parts and the possibility of it never closing again. She declined due to cost of repairs and left. See Surprise Ford service invoice 513290.

A few days later I met with Service Manager Nathan Barnes who said he would seek assistance from Ford Corporation. Days later I was told nothing could be done but Barnes suggested we take the car to an independent vendor, Arizona Sun Tops in Phoenix. My daughter temporarily put repairs on hold

On 5/5/16 we took the car to Az Sun Tops where the owner Kerry Howton, said it would most likely be damaged cables and would likely cost $1800.00 to repair. The car was left and a day later we were told the car was fixed. It needed the tracks that the mechanism travels in cleaned, lubricated and some minor adjustment. Total cost of $300.00. Yes....only $300.00. Az Sun Tops is the most honest, credible business we have ever dealt with.

Upon arriving home, my daughter operated the sunroof, opening and closing it a few times. It worked perfectly. The she noticed that BOTH of the accordian shields were missing. She immediately called Az Sun Tops and was told the technician had noted them missing when the roof was opened. Therefore, the last place it was opened prior to Az Sun Tops was Surprise Ford when she was told to not open it until repairs were done.

On or about 5/9/16, I again met with Barnes and explained the accordian shield issue. I asked him to provide replacements at no cost and that I would install them. Since that date and several phone conversations, Barnes told me there was nothing they could do.

I have documentation of these transactions that clearly shows an attempt to perform costly repairs that were never needed. Looks like fraud to me. I have tried to contact the owner, Pat Hickey but apparently he is far too elusive to speak to us mortals.

All that my daughter wanted was an operational sun roof and did not deserve the nightmare like treatment she received. This problem could have been easily resolved by refunding the $119.95 diagnosis fee (for the fraudulent diagnosis) and replacement of the missing accordian shields. Unfortunately, Surprise Ford can not afford a $300.00 remedy and would rather have an ANGRY DAD, who will not give up on this quest.