In the beginning of November 2010 our 2004 Mercury Monterey's torque
converter failed leaving my wife and three children stranded. We had
the vehicle towed to the local dealership and repaired for $1,759.26 plus $105.55 tax
and towing of $48.00.
We contacted the NHTSA and filed a complaint against Ford for a
defective torque converter. The vehicle only had 60k miles. We received notice from the NHTSA that a recall had been introduced. I contacted Mr. Nameless at the dealership and was told that
the replacement part was part of the faulty lot. The new the parts would be available in the 2nd quarter of 2012.
A couple of months ago I followed up with Mr. Nameless at the dealership in the
service department. He informed me that I could only receive a refund
after my defective torque converter was replaced. This did not make
sense to me, so I contacted Ford Motor Company. They informed me the
torque converter that was replaced satisfied the recall and to contact
the dealership to have a refund submitted.
I contacted the Mr. Nameless again. He said he did not believe the part that was
replaced was a good unit and sent in a request to pull the part numbers
from the archives. A couple of days later Mr. Nameless called back and told me
the part was indeed the defective part and would have to be replaced
before we could submit for a refund.
Today, we have received our vehicle back from the dealership with the
correct torque converter installed. We ran into resistance from a customer service agent
in the service department to apply for our refund. She told us the
recall notice states the torque converter can be replaced or a refund
can be issued, but not both.
I have contacted Ford about this situation. I spoke with a customer service agent in the
Customer Relationship Dept. She told me they do not know why Mr. Nameless would
require a replacement of in their opinion a valid torque converter and
not allow us to submit for a refund. That we should contact the dealership about this.
I have a call in to the Ford Customer Relationship Center's supervisor
to contact me in regards to the CSA's version of the situation.
At this point someone within the company is in error. Whether it is at the
dealership or within the Ford Motor Co., isn't my fault. I have done everything
I was told to do in order to 1) make sure the part in my car was correct and
2) to receive the refund I was promised. It isn't fair that I should have to pay
$1,759.26 to replace a defective part, when everyone else gets theirs replaced
at no cost. Nor is it fair, that I should have to bare the financial burden due to
the error of one of their employees.
I see the loop hole they are trying to get me to swallow, but I'm not drinking. I've got an email in to the General Manager at the dealership and I'm waiting for a call back from Ford's Supervisor. I have also threatened them with my attorney and possibly contacting our Attorney General.
What more can I do?
- Enraged Rat!