Horrible service from 2 Ford Dealers

I own a Ford Focus 2017 1.0 Ecoboost, which I purchased in February 2018.

In July 2018 we noticed the wheels having a very loud screeching noise coming from the front wheels. In August 2018 we asked our local dealership, Sentra Motors Porterville, to investigate while we had a new accelerator pedal fitted. We were informed the screeching was due to the damp air.

In September 2018 my vehicle had to be taken to them for a service and again, we asked this be investigated properly as we weren't happy with the excuse. We were informed they could find nothing wrong. We left this for the time being.

In May 2019 my vehicle had to go for its second service, after which we again sent an email about this sound (which now turned into a metal on metal scoffing sound) and we listed a few other warranty repair faults (radio display turning off, front driver seat won't hold us up after height being adjusted, passenger door rubber coming loose, aircon has horrid smell, black lining hanging loose underneath the vehicle and gear shifting issues). I was informed we needed new brakes and discs and that we would need to pay for this (even though we purchased a maintenance plan), after much of a fight, they informed me that their dealership is not accredited to deal with our maintenance plan and I would need these fitted elsewhere. While waiting for my vehicle to be done, the owner of this dealership came up to me and told me that it may be better I take my car elsewhere to be dealt with.

In June 2019, I took my vehicle to N1 City Barloworld Ford to have new brakes and discs fitted, hoping for a better experience, since I purchased the vehicle here. They couldn't fix any of the previously mentioned issues, due to them not having capacity.

In July 2019 I returned my vehicle for them for the warranty repairs and again, the sound on the wheels were back, so mentioned this. My vehicle was booked in for 3 days (please note, I stay 170km away from them and had to pay for accommodation and Uber for everywhere I needed to go, as they did not offer a courtesy vehicle). On the third day, I checked out of accommodation and went off to work with all my luggage, at 15:30 I contact my service advisor as I have not heard from her all day, she then informed me that she hasn't heard anything from parts. At 16:00 I contacted her again and she said that parts arrived late and my vehicle will only be done the following day at 12:00 (we waited for 1 piece of rubber to arrive to have fitted, which took all of 10min). She said she could not assist me at all. I then hung up, had a little furry fest on my own and contact the service manager, who kindly made arrangements to have my vehicle done by 17:00. Again, was mentioned half the things mentioned could not be resolved as they found nothing wrong.

On my journey home, the seat started dropping, a few days later the radio again went blank and the brakes issue remained a problem. I picked this up with the service manager as again, grooves were eaten into the discs. He asked I bring my vehicle in yet again to have this investigated by himself.

A week before I took my car back to them, we had new front tyres fitted. Upon balancing, they informed my husband that there is a buckle on the inside of one of the front wheels. My husband went to take a look, as we have had no handling issues on the vehicle in the 18 months of owning this car. No scuff marks were noted, nothing indicating that we could be at fault.

Upon having brakes looked at, I was informed that we would need new brakes and discs fitted, as the compound of the brake pad is eating into the discs. I would need to be quoted for a new rim and if not happy, I would need to discuss this with the Pre-Owned Sales manager. Upon discussion, he said that we will be held accountable, although they do not check wheel balancing as part of their 160 point check. So I told him it would be my word against his and I would suggest he actually takes a look at the rim before saying we will be held accountable. His response was that he would need to speak to his DP and will get back to me.

I was sent away from the dealership for them waiting for parts to arrive and them getting back in touch with me. It has been a week since I have taken my vehicle in for repairs, with no phone call back from the pre-owned sales manager, no indication as to when I need to take my vehicle back and the service manager is now not responding to my emails, about me indicating that my fuel be refunded to me for traveling back and forth endlessly for issues they aren't resolving.

I am absolutely appalled by the fact that even Ford SA states they can only get involved if my vehicle is booked in to a service center. I am in a catch 22 situation, I can't sell the vehicle as I can't sell a car that is not roadworthy, I don't want to trade it in for a different Ford and I simply don't want to continue driving a vehicle that I have lost complete faith in, not even to mention the lack of faith I have in any service center at this stage.