ComplaintsforA & B Ford Sales

• Initial Complaint

  20/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle into A and B Ford (Perth, ON) for an alignment on June 06, 2023. This is not the first time I have dealt with this dealership and individual regarding alignments. During the previous incident I was told to bring in the exact specifications for what I wanted (still within manufacturers specs) after the alignment not being what I wanted twice previous. After the second visit it was noted that the toe on the left rear was intentionally turned out. On the third visit with this particular vehicle I was able to get the specs I wanted because I brought in the paperwork showing the exact specs I wanted to achieve. So, when I took my other car into the dealership this time, I came prepared with specs in hand. When speaking with the service advisor I informed her that many parts on the car were replaced recently with better quality parts that have more adjustability than OEM parts and in turn, this should make it easier to get the specs requested but still within manufacturers specs. I was advised that the process should take about 1.5 hrs. Upon returning to the shop after the estimated time the car was still not completed. After another 30-45 minutes passed, the service advisor called me over to advise me that the car couldn't be completed due to seized rear toe adjusters. I asked to speak to the tech that did the work I was advised that an apprentice started the alignment, however, the shop foreman had to take over. I inquired as to why the alignment was not and he reiterated that the bolts were seized. This statement caused some confusion as he was not clear as to which bolts were indeed seized as many rear parts had been replaced just previous to this. I asked him to show me on the car what exactly he was referring to. He showed me the factory rear toe adjusters were seized in the control arms. He was unware that the upper camber arms were fully adjustable and brand new. I was advised if I brought it back in a timely manner, that they would complete the alignment free of charge. This would be assuming the bolts would be freed up. I advised him that I would replace both rear control arms and toe adjuster washers and bolts to make sure that everything moved freely and was fully adjustable. I did this and made another appointment to have the alignment completed. This was to be done on June 27th at 315pm. I attended this appointment, again bringing along the specs I wanted, and also advised that everything was replaced and adjustable. After approximately 1.5 hrs the shop foreman came out to speak with me and advised me he was unable to get the specs I wanted (he said every time he adjusted one angle, the other would change). He offered for me to go look at the car in the shop which I did. He attempted to show me on the alignment computer the angles, and that's when I realized he forgot the upper camber arms were adjustable. I showed him that they were adjustable and then he recalled having this conversation on June 6. He then said he would continue with the alignment knowing the camber arms were adjustable. I went back to the showroom to wait on the car. At around 510pm, the service advisor stated they needed more time with the car, and that a loaner would be provided. I had to work the next day, so I agreed to take the loaner and advised them I would be back around 430pm to get the car. This gave them a full day to complete the alignment. While at work I received a call around noon from the manager stating that they couldn't complete the alignment as the mechanic (shop foreman) stated they needed specialty tools. She then mentioned that she had asked the shop foreman if everything was tightened up underneath and was assured it was completed, as failure to do so, would make the vehicle unsafe to drive. I then said I would be there around 430pm to pick the car up. I picked the car up and drove home approx. 5 min away. I drove the car to and from work on Thursday, and did not notice any major issues. I then drove it to work again on Friday, and nothing major noticed, however, when leaving work (Ottawa, at 9pm), to head to my girlfriend's place in Belleville, it was noted at highway speeds that the rear of the car seemed to be wandering, and I felt like I didn't have control of the car at times. It was really noticeable when changing lanes, and trying to maintain speed (120km/h). This continued to get increasingly worse during my drive, and at one point, I pulled into an OnRoute to inspect the car. I then noticed the left rear wheel was way out of alignment in both toe and camber. Knowing this, I limped the car the remaining distance to Belleville where it stayed parked for the remainder of the weekend. However, I did not notice how bad it was out, until inspected it the next morning in daylight. I then contacted a friend, who is a licensed mechanic, and sent him pictures of the wheels etc, and he advised me to check under the car to see if all the suspension parts were tight. I then laid down and inspected under the left rear and noticed that the upper camber arm bolts (for adjustment) and lower toe arm bolts were all loose. This lead to the vehicle being unsafe to drive and therefore I had to have the vehicle towed from Belleville back to Perth, where the vehicle sits in the driveway, unable to be driven, until a proper alignment can be done on it. One is scheduled to be done July 11 at another shop. Until said time, I have had to borrow vehicles, or get rides to and from work as I am unable to use my own car. This has caused unnecessary stress, and hardship, and a huge lack of trust in the dealerships ability to maintain the safety of not only myself, but other patrons using this shop service, and the safety of others on the road as well. This is serious concern for the safety of all involved.

  Business response

  14/08/2023

  Hi There, 

     I am sorry to hear that Mr. **** was unsatisfied by the work done in our shop. I have spoken to everyone involved and listened to their side of how this all transpired. I see manufacturer specs mentioned a few times but the truth is this vehicle has been modified and lowered.

     My team has informed me that they did tell Mr. **** that they could not get the job done to the specification he requested the second time the car was in and had spoken to another garage (*********) who specializes in altered vehicle about looking at the car for him as stated on the work order provided here ending in ****. Since we were unable to do the alignment to the customers request I would be willing to give Mr. **** his money back for the bill of $173.96.

    We reached out to ******** to see if he had brought his car to their shop and we were informed that he had at a later date. The concern at that time was loose lug nuts and not the loose parts under the vehicle. The statement that he pulled over and was able to tell that the toe and camber was out based on a visual inspection would be near impossible as well as crawling under this car with how low it is to the ground. I am not here to argue on these points but in both ********* and my service teams opinion it is very unlikely.

   We take pride in our service department and our ability to look after our customers needs. I am sorry to see this has escalated to this point and hope the vehicle was able to get fixed to his satisfaction from our ********* recommendations.

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