Overall I'm really fed up with Ford dealers right now...the experience at the one that sold us the white FFH hasn't been good either. I figured I'd sum up my bad experiences in one post since Kim asked about it and others have probably seen my frustration come out in my comments at times...
Morrie's Buffalo Ford (Buffalo, MN)
Back when FFH production first started, I watched constantly on Ford.com for inventory tracking to see when a FFH would arrive in Minnesota. I called all the dealers that showed they had one inbound to try to find out when it would arrive. Finally one arrived. It had the exact same features as our black FFH that we ended up ordering. The dealership let us do an overnight test drive. We setup the TCH test drive for the same day so that we could do a direct comparison. We were able to park both the TCH & the FFH side-by-side in the underground garage at our apartment to go back and forth from one car to another examining them. My wife & I both took a vacation day from work to do this. This was a major purchase and we knew it was very important to make the right decision.
In the evening we brought the FFH back to the dealer (Morrie's Buffalo Ford in Buffalo, MN). Coming in I had researched our Honda Accord Hybrid and knew what a fair trade-in price was. The dealer with the FFH was unhappy that we had X-Plan pricing because they were planning to sell this car at a $2-3k markup MORE than MSRP. They low-balled the trade-in offer, offering us about $3k less than what I considered fair. We walked away. We had put down a deposit on this FFH and planned to buy it. However, at that price I told them we would be selling our car privately. I asked for a few weeks to try to sell our HAH privately and they said that was fine. We agreed that if we hadn't sold the HAH by the end of the month that we would figure out something else.
A few days later I get an e-mail from the finance guy saying that they sold the FFH we had a deposit on and that they would find us a different car. I was incensed because we had put down a deposit and I had in writing from the salesman that they wouldn't sell the car to anyone else and that we had until the end of October to make a decision. The salesman apologized to me and said that the dealership manager was not willing to sell this car for X-Plan when they could sell it a few grand above MSRP so they sold it even though I had a deposit on it.
I gathered up all my documentation of how we had entered into a contract that we were going to buy the car and I reported them to Ford Corp, the MN Attorney General and the BBB. I also left a negative review on dealerrater.com describing what they had done. At this point I set about finding another dealer to do business with. Since this dealer had tried to screw us on the trade-in, and since we hadn't been successful in selling the car privately, I decided I would find a new dealer based on who would give us the most in trade and then we'd use X-Plan to order a car exactly how we wanted it. I started shopping around and we found the dealer who ended up selling us our FFH. They were willing to give us a fair trade-in value, $2k more than the other dealer offered after many negotiations. And this dealer was willing to give us that value 2 months from now when our FFH would arrive! They also would sell us the car at invoice price, which beat X-Plan by a few hundred dollars. Thus, we ordered a Tuxedo Black FFH with the exact same features as the silver one that had been sold out from under us. We added the Luxury Pkg, moonroof and back up sensors and that was it.
Morrie's Buffalo Ford ended up giving us coupons for free oil changes in compensation for their bad behavior. I got a call from the dealership manager who tried to sell me a car saying that they wouldn't do that again, etc. I told him that it was too late and that I already went somewhere else. In exchange we were given membership in their "Buy Happy" Program which includes 12 free oil changes over 3 years.
Freeway Ford (Bloomington, MN)
This dealer is the closest to our home, so when the check engine light came on when we had owned our FFH less than 2 months I brought it here. I also described to the dealer the clunking noise we experienced which was discussed extensively in this thread. The dealer claimed that the noise was normal and didn't document it or report it to Ford. This is why I don't trust dealers to document issues like the Navigation POI right dash screen issue, they're liable to just say that it's normal and blow it off. The noise continued for many months until Ford released the TSB related to this noise and the TSB repair was completed.
Apple Valley Ford (Apple Valley, MN)
This is the dealer who sold us the black FFH. The salesman did a good job, but service was horrible. We made 7 trips to AVF for issues, numerous times they caused the problem by breaking stuff or failing to fix stuff correctly.
Each trip is 32 extra miles on the FFH plus the miles driven by the dealer. By the time I add in the gas they waste it's at least 1 gallon of gas and 40 miles each trip. Considering that the most recent trip had me drive out to the dealer, sit around for an hour waiting for a car, then drive the FFH to work so that they could drive it back to the dealer that trip was close to 100 miles and 3 gallons based on my trip odometer pics. The SA told me he had a rental lined up when I confirmed with him the day before. Then I show up at the dealer and find out that they don't have a rental scheduled with Enterprise. My SA was off that day so another one was helping me. He called Enterprise in the morning to find out that Enterprise didn't have any cars. So then he starts trying to put me into one of their loaner vehicles. The problem is that the keys for their loaner vehicles are kept in a locked cabinet and no one can find the key. He offers to put me in one of their used vehicles. I tell him that it doesn't matter to me. He comes back about 15 minutes later and says that they can't do that either because no one can find the key to get into the cabinet of used vehicle keys either and the employee who he knows has that key is also off that day.
When they installed the correct leather shift knob they failed to hook up the wires for the shift knob so the Grade Assist didn't work. When I brought the car back for them to fix their mistake they broke a couple of the center console pieces. I told them that we wanted our car back since we were going out of town for the weekend and didn't want to drive some 20 MPG rental. The SA told me I could come pick the car up. I show up to pick it up and he tells me that I can't have it because the center console is still all taken apart. So I have to go home and come back the next day. Eventually they get the needed trim pieces in but then they damage more while installing them and have to order more replacement pieces.
Another issue we had was a rattle in the headliner. They took the headliner off, found a broken clip and replaced it. That solved the rattle. However, they got a stain on the headliner and they scratched up the glasses case area trying to uninstall/install the headliner. I pointed the issues out to my SA who promised they would clean the stain and replace the sunglasses holder. Numerous times since I was at the dealer and each time I reminded him when dropping the car off. They never bothered to fix either of those issues.
So, these trips have all been outside of other dealer trips for oil changes and have cost us 11 gallons of gas plus 420 miles extra on the car. Most of the rentals have only gotten about 20 MPG so the trip to & from the dealer in each rental is 1.5 gallons plus the additional gas burned getting 20 MPG instead of 50 MPG. Thus, each rental has cost us about an additional 2.5 gallons while driving it compared to the gas we would've burned in the FFH. So that means 4 gallons times 9 trips and we have 36 extra gallons of gas in rentals. That means the cost of these trips has been 47 extra gallons of gas and an extra 420 miles on the odometer of our FFH. 47 gallons of gas times $3.30/gal equals $155.10 in gas cost because of these issues.
Then add in the cost of my time. Each time dropping the car off at the dealer takes at least 1.5 hours round trip. Each time picking the car up takes about 1 hour round trip. 9 trips times 2.5 hours per trip equals 22.5 hours. Add in the extra hour spent on this most recent trip and we're at 23.5 hours. Add in all the hours I've spent calling the dealership to ask about when our car will be done, since they have never once called me, and we're realistically at about 30+ hours of my time lost to these issues. For example, when the PCM died on a Wednesday, no one bothered to call me. My SA was off on Thursday, and no one called me. On Thursday I called the dealer to check on our car and was told that he was off and that no one else knew what was going on. On Friday I called to ask when our car would be done. I was put on hold while someone went to track him down. After spending about 15 minutes waiting on hold I gave up and called back. I was again put on hold while he was tracked down. After about 5 minutes waiting this time, the SA who answered told me that he was at lunch and that I should call back later. When I did finally reach him on Friday he told me that the PCM needed to be replaced. They ordered it on Wednesday, but didn't know when it would arrive. He hoped that it would arrive on Monday. He acted surprised that no one had called me on Thursday to tell me what was going on, and he apologized for not having called me on Wednesday. But, this is just one example of the headaches I've been dealing with on every trip to the dealer.
Roseville Midway Ford (Roseville, MN)
This is the dealer who sold us the white FFH replacement and took our black FFH lemon in trade. The salesman was again very helpful, but service has been awful.
When test driving I noticed that the trunk did not close smoothly. I requested that this be addressed before we picked up the car. When we came to pick up the car the salesman told us that the trunk had been adjusted. However, the trunk was not fixed. Apparently no one bothered to test the trunk after they adjusted the alignment to see if it had solved the issue because it clearly didn't.
Second, the trunk cargo net hooks were not provided. This was a widespread issue that even included a notification from Ford to dealers to alert them to make sure vehicles with the cargo net included all the clips. You can read about that here
. The dealer failed to check this before delivery so that meant they had to order the clips and we had to pick them up.
Third, there were some bubbles in the paint on the trunk at the time of delivery that needed to be addressed. A few days after we took delivery I brought the car back so that they could repair the trunk. At the same time they were supposed to again address the closing issues with the trunk too. They failed to do anything about the trunk closing issues. The paint work looks great, but they ordered and installed the wrong hybrid badge. Instead of installing the correct trunk small hybrid badge, they installed the large hybrid badge off the front doors on the trunk. I pointed this out when I came to pick up the car. They said they would order the correct hybrid badge.
Fourth, the correct hybrid badge comes in so I bring the car by to install it. I wait while they do it. What they said would take "less than 15 minutes" took more than 90 minutes. When they're finally done I am hurrying to get back to the office so I just get in and go. That afternoon I discover that while they did install the correct badge, they installed it in the wrong spot. They now finally did look at the trunk closing issues again and determined that a new latch is needed. The latch has been ordered.
This Friday I will be going back for them to fix the hybrid badge issue and install the new latch. They claim they can just remove the badge and reinstall it in the correct location. I'm not sure if this will work so I am expecting to have more issues with this dealer.
Take a look at the location of the hybrid badges. You can clearly see the difference.
I sincerely hope that Tesla's business model succeeds. Franchised dealers need to go, in my opinion. Ford would do well to reevaluate their standards for dealers and how they evaluate dealers. I have found four dealers that have not made me happy and I'm not looking forward to driving far to try out different dealers. I tried calling Ford Customer Service after the issues with Morrie's Buffalo Ford, but I doubt that it did any good. What finally got them to respond was when they were contacted by the BBB.