Ford follows up on our complaint letter

While were on our vacation, Ford's Customer Service called us regarding the letter I had written and included with their feedback form.

I called them back today and spoke with one of their reps. He then read off our complaint in point form to ensure that they captured the details of our letter.

This took about 5 minutes to go through, and it sounds like the managed to get all the key points. He then said it would be submitted as negative feedback to the dealership and the owner.

Anyway, he apologized on behalf of Ford for our bad experience and said they hope it doesn't tarnish our view of Ford Motors... yada yada.

It was nice that they called, but I don't know why they don't just send a copy of the letter to the dealership. I guess sending paper via mail is too old school in this high tech age.

It'll be interesting to see if the dealership follows up now. Or maybe we'll be "flagged" as troublemakers? ;-)

If anyone is interested in reading the letter that I wrote, here it is. It's rather long. :)

To whom it may concern;

Please find the enclosed and completed feedback form regarding our recent service with Jim Keay, or more specifically, FixAuto, who repaired the defective paint job on the rear bumper of our 2008 Ford Escape XLT.

In late May, nine months after the purchase of our 2008 Ford Escape, I noticed a few paint chips on the rear passenger side bumper, along with a small bubble in the paint. See enclosed photo #1.

Around the last week of May, my wife called the Jim Keay Ford Lincoln dealership and explained the situation. She was advised that they would have to see the damage before they could assess whether it was covered under the warranty. In the first week of June, my wife drove our truck to FixAuto, located at the dealership, and also gave them a printed photo that I had taken – the same as the enclosed.

In the time that we waited to hear back from the FixAuto, we also discovered a few chips on the inside of the driver’s side rear bumper. My wife called them up so they could make a note that this would need repaired as well. Unfortunately, I do not have a photo of that particular defect.

On or around June 13th, we were called by Jamie at FixAuto and asked to bring the truck in for repair, covered under the warranty, on June 17th. My wife was advised that the time estimate for the repair would be three days. As this is our only vehicle, my wife inquired about “a loaner” vehicle. She was told that the body shop does not provide loaner vehicles and that she would have to speak with the dealership manager about one. She did, and was advised that one would be provided for $20 per day. Although we were already aware, based on past experience, that loaners are not free, we are still not pleased with having to pay for one for warranty repairs on our vehicle. However, that is not the main purpose of this letter.

My wife dropped our truck off at FixAuto on the morning of June 17th, 2008, and received a 2008 Ford Focus as a loaner from Jim Keay. We were quite pleased with the vehicle. It should be noted, however, that the interior could have used a good vacuuming and we found a pair of men’s work pants in the back seat.

Our truck was at the body shop for three days while we waited for the repair work to be completed. My wife called on the third day, June 19th, and was advised that the work was completed, but our truck was currently being washed and vacuumed so we could pick it up in an hour or two. That was unexpected and we were pleasantly surprised.

I drove the loaner vehicle to the dealership that afternoon, parked it near FixAuto and entered the customer entrance. The office was empty, so I sat there for five to ten minutes waiting for someone to assist me. As I was waiting, I noticed that the keys sitting on the counter, in plain view, were my wife’s keys for our truck along with the repair paperwork. Anyone could have walked into that office and taken them. Thinking that I could be waiting there for longer, I exited the office and walked into the garage bay to ask one of the body shop people if there was someone who could assist me. I then walked back to the office where I was greeted by Jamie, the gentleman with whom my wife had dealt with regarding the repair. He picked up the key and paperwork off the counter and asked me to follow him to the cashier inside the dealership to settle the bill for the loaner. The bill came to ~$67.

We then walked back to the body shop office where Jamie handed me my copy of the paper work, along with the key to the truck. Before entering my truck, I made a quick visual inspection of the repair work and it appeared satisfactory.

After arriving home 20 minutes later, I made a closer visual inspection and noticed that there was a small paint bubble on the driver’s side, rear bumper, that was not there prior to the repair. The following day, my wife called Jamie at FixAuto to advise him about our discovery. He explained to my wife that they did not inspect the entire bumper. They only repair what has been reported. She asked about getting this new defect repaired. Jamie didn’t seem too pleased and explained to my wife that they can’t keep billing Ford for repairs on the same parts and would have to get approval.

On June 26th, I received a phone call from Jamie asking me to bring our truck to the body shop so that they could photograph the defect and submit to Ford for approval. Within the hour, I drove the truck to the body shop, Jamie took a few photographs and told me that they would be in touch once they heard back from Ford. See enclosed photo #2.

On Monday, June 30th, Jamie called my wife to ask us to bring our truck in on the morning of July 2nd. At the same time, my wife inquired about a free loaner, as we did not feel that it was fair that we should have to pay for one a second time for the same repair work. Jamie advised my wife that he could not make this decision, and suggested that she call the dealership Manager. My wife called the dealership Manager, but had to leave a message for him to call back. We never did receive a return call.

In the meantime, we discovered a few more paint bubbles (photo #3) as well as what we can only describe as a build-up of paint between the bumper and the truck’s body (photo #4). Clearly, the repair job was not done properly.

On the morning of July 2nd, my wife dropped our truck off at the body shop at 8:00am. She told Jamie about the additional defects that we discovered. He dismissed the “build-up” as “the way the bumper was designed”. It is rather strange that we did not discover this “design” prior to the first repair. My wife also mentioned to me later that Jamie’s demeanor was not as polite and friendly as during her first visit. She felt that he thought she was being too picky or a nuisance.

Once again, we received a 2008 Ford Focus as the loaner vehicle. This is where the customer service begins a fast decline.

Not only was the interior of this vehicle more dirty than the first one, the passenger side of the windshield had a large crack. Photos of the filthy interior (#5 & #6) and windshield crack (#7) are also enclosed.

Safety and legalities aside, you wouldn’t be able to sell a vehicle in that condition, yet we were expected to pay for its use? We found it ironic that the rental form is stamped with large, red, words stating that smoking in the vehicle is forbidden, and that there will be a cleaning charge as a result. Is that the only time a loaner vehicle is cleaned?

The following day, Jamie at FixAuto called us to advise us that our truck repair was completed. My wife asked if the repair had been inspected so we would not have to return again for any further repairs. She was assured that it had been inspected.

As we would not be able to pick up the truck before FixAuto closed at 5:00pm, we were advised that the paperwork and our key would be left with the cashier inside the dealership. Later that evening, my wife and I dropped off the loaner car at the dealership, paid the ~$45 fee for the loaner, and received the key for our truck. Again, we made a quick visual inspection before leaving for home.

Later that evening, while there was still daylight available, my wife and I inspected the bumper again. The small areas that were repaired looked great! However, larger areas of the corner of the bumper – on both the driver and passenger side – did not look so great. They were dull, and slightly rough to the touch. (Photos #8, #9, & #10) If you stepped back, you could see clearly that these areas looked as if they had been sanded with a fine grade of sandpaper, removing the smooth, shiny finish that the rest of the vehicle had. They were not like that before the last visit. It was clearly evident that the repair work had NOT been inspected, as my wife was assured earlier in the day. A quick visual inspection perhaps, but one would assume that when you are making the same repair for the second time, there would be a little more attention to detail given to ensure that a third visit would not occur.

The following morning, my wife and I drove our truck to the body shop before work. We asked to speak with Jamie. He was sitting in his office and said he would be with us shortly. We waited outside near our truck and about 10 minutes later, Jamie came to ask us how he could help us. My wife explained that the bumper now felt rough, and didn’t have the same shine as the rest of the vehicle – as if it had been sanded.

Jamie bent down and had a look at one of the corners. He then stood up and said something to the effect of “I don’t know... we could try to buff it out, or it would have to be repainted.” My wife said that this was his speciality, so they should do whatever he felt was necessary to return it to its proper condition. Jamie said that they would try to buff it out first, since it was the “quickest and cheapest”. My wife asked if they could do it immediately, Jamie said he would have to check and left us. He returned about 5 minutes later, asked us for our keys and drove our truck inside the bay.

Approximately 30 minutes later, our truck was backed out of the bay. My wife and I walked over and inspected the rear bumper. It was a 100% improvement. It was smooth, and shiny, like the rest of the bumper. There were no paint bubbles or other visible defects. We told Jamie that it looked good, he apologized for the problem, and we were on our way.

After three repair visits over the course of a month, over $100 for dirty and potentially unsafe loaner vehicles, and time off work for what we consider a simple repair, we are now satisfied with how our bumper looks. A simple, yet thorough, inspection of the completed work the first time could have prevented this unpleasant experience.

We have been customers of Jim Keay since around 1997 when we leased our first vehicle. We returned to Jim Keay for additional leases in the later years, as well as the purchase of our 2008 Escape last year. It’s certainly not the nearest dealership to our home, but we believe that good customer service earns customer loyalty, and up until recently we have always received good customer service. It’s a shame that this one bad experience paints a pretty bleak picture of what we can expect in the future. Perhaps it’s time to start shopping around.

That's it, that's all.

Maritime Trip - The Final Chapter

We woke up in Edmundston this morning at 6:00am, loaded the truck, went for a quick breakfast at the hotel restaurant ($3.99 breakfast special!) and hit the road by around 7:30am.

We stopped a few times for bathroom breaks, and once for lunch in Drummondville. We were home a few minutes after 4:00pm, 3880kms later. We would have been a little earlier but we decided to make a quick stop at the Beer Store not far from home. :)

We found it rather amusing that we saw more Ontario licence plates in Peggy's Cove than we did on the Ontario side after crossing from Quebec into Ontario.

There an obvious difference between Ontario and Quebec drivers and Nova Scotian drivers. Drivers in Nova Scotia are way more patient than those from Ontario and Quebec. It's like night and day. In Ontario and Quebec, they tail gate you in the fast lane until you change lanes. I never saw this happen in Nova Scotia, or New Brunswick for that matter. Drivers in the Maritimes will also stop and let you enter a lane on any road. That's a rare occurence in Quebec and Ontario.

There were a few things that we never got to do, like visit PEI and whale watching. I'm sure we'll be going back soon.

All in all, a very fun, and successful vacation! It was a little tiring, but I'm sure we'll recover in no time.

Maritime Trip - Day 9, Hopewell Rocks (and more from Day 8!)

First an addition to Day 8's fun.

The weather did remain nice, so Colin and Sherri let Kaitlyn and Kyle ride their horses.

But first, they had to brush them and clean their hooves (the horses, of course!) :) The kids seemed to enjoy helping to care for the horses. Kaitlyn took to it like a pro, but I think Kyle was a little nervous being around and so close to such a large animal. I think he did pretty well though. Colin and Sherri showed them what to do, and how to do it, and they did it.

Once the horses were saddled up, Colin and Sherri rode them first to make sure they would behave, which didn't take very long. After some instruction on how to ride and how to dismount (especially in an emergency) they lead the horses for a short walk with the kids on them and then let them take over on their own. I was so proud of them. They listened well and did as they were instructed. The smiles on their faces said it all. I think this had to be the highlight of their the whole vacation, and I can't thank Colin and Sherri enough for taking the time and having the patience to teach them how to ride. Thanks guys! :)

On to today's fun.

We left Mount Uniacke this morning; I think it was around 8:00am and began our long journey to Edmundston, NB, but with a side trip to Hopewell Rocks.

We arrived at Hopewell Rocks shortly before noon, which was our plan because low tide was at 12:09pm. After paying the $20 Family admittance fee, we followed the path to the various lookout points, on our way to the many stairs leading down to the beach. The view was incredible! This is definitely something you have to see.

After what seemed like forever, following the trail, we arrived at the stairs leading down. And there were many of them. There was a warning sign at the top of the stairs advising of what NOT to do, and to make sure that you made it back to the stairs before the tide came in, which was still hours away. The funny part (or maybe not so funny if it happens to you!) of the warning said that if you don't make it back, not to panic, but to find a comfortable rock above seaweed level, sit down, and wait 2-3 hours for the tide to retract. WTF? That sure doesn't sound like fun, but if you're dumb enough to wait until the last minute to get your ass back to the stairs, you deserve to wait it out for a few hours. I would imagine that something like that rarely happens, because the have people walking and supervising the beach.

The walk along the beach was amazing. You can't really put it into words, it something that you have to see for yourself, at least once in your life. (Or before these massive structures erode and tumble... which I assume is bound to happen sometime in the future)

Many of the natural "bridges" are roped off for safety, in case anything falls. There is, however, one that you can walk under. That was pretty cool.

The ocean floor is pretty muddy in some places. Mud is very fine and smooth. It seems many people don't pay attention to the warnings and walked all the way down near the water where it was the muddiest, so they could walk around in it. Our kids stayed away, and chose to walk barefoot in some of the smaller muddy pools closer to shore. After about an hour walking around, we made our way back to the stairs and up, then rinsed off the kids' feet at the taps they had for that purposes, then walked back to the main entrance to grab a quick bite to eat at the restaurant. I think we were back on the road for Edmundston around 2:00-2:30ish.

The drive was long and tiring, but after a couple of short stops for coffee, snacks and gas, we arrived safe and sound in Edmundston at 7:45pm (again with my outdated GPS indicating we were off-road for 100kms of the trip after passing Fredericton. Piece of crap. ZERO engine troubles once again, thankfully.

After checking in to the hotel, we drove to Greco's Pizza, which the hotel clerk said was about 2 miles down the road. Downtown Edmundston is pretty nice. Small with an old-town styled, and diagonal parking spaces along the main road in town. Everyone here seems to be French too. All the signs are mostly French as well.

Our hotel is pretty cool. I guess it's more of a "motel". Our room has an outside access door, and our truck is parked right outside that door. Loading up the truck in the morning is going to be easy. Especially since we didn't need to take everything out of it.

After pizza, Sandra took the kids to the pool for a quick swim, while I sat here and posted pictures on Facebook. They weren't gone very long. She said the pool was busy, no lifeguard, and kids running around seemingly unsupervised and that stressed her out.

Everyone is in bed at the moment as I type this out. I think I'll step outside for a quick smoke and then hit the sack. We plan to leave early tomorrow, after a 7:00am breakfast, for the 8½ hour drive home.

Maritime Trip, Day 8 - Fisherman's Cove & Barnacle Bill and Friends

We (except Kyle) woke up really early this morning. Sandra heard a dripping sound in the room we are staying in at Colin and Sherri's place. It was coming from the ceiling and turned out to be the sink in the bathroom above. After Handyman Colin repaired the plumbing, we all left for Fisherman's Cove.

On the way down, we passed "John's Lunch" diner. Colin noticed it first and said he heard they had the best seafood. Coincidentally, I had also been told before we left that I had to stop there for lunch. So, that's what we did!

The verdict? We all agreed that it was the best fish and chips! We ordered the 2 piece fish and chips. It's a good thing we didn't get the 3 piece because the portions were quite large.

After lunch, we headed to Fisherman's Cove and walked around. It's very touristy and not what you might think of as a functional fishing village. Regardless, it was a good visit and we came home with 5 fresh lobsters to cook for tonight's supper. Mine has a few barnacles on it, so I named it "Barnacle Bill" (what an imagination I have)

The truck behaved perfect for the drive too, so we're feeling a little more comfortable about the trip to Hopewell Rocks and then Edmundston for our 1 night stay before hitting the road for the last leg home.

Our kids are hoping that the rain holds off this afternoon so they can get a ride on Colin's horses. We're also hoping for no rain so we can boil the lobster over Colin's "redneck" firepit. :)

Maritime Trip, Day 7 - A day at the beach, and truck problems

(For Wednesday, August 6th)

Today was a day at the beach with Colin, Sherri, and their two dogs, Burrito and Taco. Although it was cloudy, there were sunny patches, so we took our chances. We went to Rissers Beach, which was down near Bridgeport. I can't recall the last time that I went to a beach on the ocean and it was beautiful. I loved the sound of the waves and the fine white sand. The kids had a lot of fun.

On the drive back (which was a couple of hours) we had a moment of panic. We were about 30 minutes away from arriving back at Colin and Sherri's place, driving along the highway, when the truck started to vibrate when accelerating. We had 2-way radios with us, so we asked Colin to pull over at the next off ramp. Something didn't sound right with the engine -- it appeared to be misfiring. Not a good thing when you have over 1000kms to drive home in a couple of days. There were no warning lights on the dash, so we were puzzled. We shut the engine off for 5 minutes to let it rest. When it started again, everything seemed fine. We got back onto the highway, made a quick stop at the ASS (Atlantic SuperStore), and arrived back at Colin and Sherri's house without any further problems. We're taking a trip downtown today (Thursday) to the Fisherman's Cove, so we'll see how it goes and keep our fingers crossed.

We're definitely not going to get to PEI this year. :( The truck scare pretty much sealed that decision. Even if it hadn't, I don't think we'd have time to really enjoy it. We'll stop at Hopewell Rocks on the way to Edmundston, stay a night there as planned, and then continue home on Saturday morning.

Maritime Trip, Day 6 - Peggy's Cove & Lunenburg

The weather looked not bad, so we decided to visit Peggy's Cove today!

The drive along the coast was awesome! Very hilly and windy too. We arrived at Peggy's Cove and parked at the information office. It's free to park there, but you'll end up walking to the lighthouse. It's worth it though, just for the scenery. If you plan on eating at Peggy's Cove, you could pay the $5 parking fee nearer the lighthouse because it seems they'll give you a $5 coupon to use at the restaurant. Nothing wrong with breaking even.

The view from the rocks is too cool. Lots of tourists, but it wasn't terribly crowded. We even saw a seal bobbing not too far off shore, and a dolphins off in the distance.

While we were there, we had to go looking for a geocache! :) It was quite a trek along the rocks, but the kids enjoyed stopping and looking for sea life in the shallow pools on the rocks. As we got near the geocache, we saw another family where the cache should be. I could tell they were geocachers because their young son was holding a GPS. We stayed back to let them find it and re-hide it before going for it. As my kids rifled through the cache contents, the other family's son was watching us from a distance. We ran into them later and the father asked us if we were geacachers. I told him we were and asked them where they were from. They said "Ottawa" (or more specifically, Stittsville). What a small world. Then we ran into another Ontario family in the parking lot and stopped to chat with them. The big Sens sticker on the rear windshield attracts a lot of attention! :)

After leaving Peggy's Cove, we stopped at the Swissair memorial along the highway. It's a very nice spot for such a sad and unfortunate accident.

We continued on to Mahone Bay. We didn't really see much, other than driving through it -- with a quick stop at the candy store for my wife and kids. It would have been nice to stay longer, but our goal was Lunenburg and the Blue Nose II. I think the family was a little tired after the long drive and lengthy walk along the rocks at Peggy's Cove.

Finally, we made it to Lunenburg and the Blue Nose II was tied up at the pier. This place must be hell in the winter time. Some of the streets are steeper than I've ever seen! I swear the one we drove down must have been close to 45 degrees. We parked down near the Blue Nose II, which cost us $3. It was free to get on the Blue Nose II (free is good!) We could only walk around the deck, which didn't take very long. The crew were working while people toured, doing painting and other maintenance.

After a stop at the Halifax Store for souvenirs, and grabbing some fries to go, we headed back to Colin and Sherri's.

For supper, we went out for pizza at Uniacke Pizza -- yum!

Later in the evening, before hittin the sack, Colin and I went outside and stared at the sky. They were clear and the stars were awesome. The more we stared, the more stars we saw.

We're not sure if we'll make it to PEI this year. Since it wasn't part of our original plans, time is going to be too tight. Plus, we still want to visit Hopewell Rocks on the way back.

Maritime Trip - Day 5, Halifax

(For August 4th, 2008)

The weather wasn't looking very promising, so we decided to stick to downtown activities -- mostly indoors.

First up was the Maritime Museum. I don't think Kaitlyn enjoyed it as much as Kyle. Lots of ships and related stuff that bored her.

Then we took a short walk down to the pier to grab some food. We had lobster on a bun. Not bad, but mine was really slim on the lobster. :( We got rained on while waiting in line for our food too.

Back at the truck, munching on our lunch, the rain eased up and the skies no longer looked threatening, so we decided to head to the Citadel.

Our timing couldn't have been better. We were just in time for a guided tour AND to see the rifle practice, which only happens once a day. After the tour, and the rifle practice, we walked along the wall perimeter of the fort and got some pretty cool shots of Halifax.

Sandra said the Citadel was much more enjoyable than she thought it would be, and the kids seem to really enjoy it as well.

That pretty much wrapped up our day!