Ford refusing to pay money back

Complaint: Ritchie Ford Richardsbay

I am hereby logging a complaint against the above dealership and the outstanding repair of me vehicle (Ford Fusion Reg number OAK - ZN).

Herewith the calls logged with Ford SA:

1. 12 October 2018 - Breakdown in Gauteng. Vehicle was inspected by Ford Kempton Park. According to Dominic (Service Manager) the vehicle was tested and found nothing wrong. However, vehicle lost power and could not gear up or down. Vehicle was repatriated to KZN by Ford SA; 2. 05 March 2019 - Breakdown reference number ***. Vehicle reported to Ritchie Ford Empangeni. Vehicle could not gear up or down. A part was repaired/replaced by Ritchie Ford Empangeni; 3. 07 June 2019 - Breakdown reference number ***. Vehicle reported to Ritchie Ford Richards Bay. New gearbox had to be replaced. Vehicle received back 14 June 2019; 4. 06 February 2020 - Breakdown reference number ***. Vehicle collected from my residence and driven by Aletta (service advisor) to Ritchie Ford Richards Bay. A quote was given dated 07 February 2020 for R 8913-70 as a new valve had to replaced/repaired. A week later I was informed that the entire engine had to be replaced. Quote of R151 784 - 40 was received; I received another call from Louis Fourie (Service Manager RichardsBay) indicating another R19 000 damage to the vehicle as a result of a "misfire" upon starting the vehicle with the new engine; 5. Call reference number *** - Assisted by Bisa from Ford SA customer care regarding the outstanding repair and amounts. Bisa was not helpful and abruptly closed the call without resolving the matter; 5. There was another time my vehicle broke down just before Ballito, but I managed to call Ritchie Ford Empangeni. Vehicle was then later checked by Ritchie Ford Empangeni.

The vehicle broke down 5 times.

My concerns are:

1. When my vehicle was collected by Ford from my house dated 06 Feb 2020, Ford found it necessary to drive the vehicle knowing in what condition the vehicle was at the time. The engine was operating at the time as the service advisor still confirmed via Whattsapp to me that she arrived safely at the dealership; 2. If there was in any way a concern that there might be damage to the engine, why was the vehicle not collected via a flatbed truck as was done before as seen attached to avoid further damage?; 3. I was given a quotation initially of R 8917 - 70 and a week later this went up to R151 784 - 40. When I visited the dealership/workshop dated 14 Feb 2020, I spoke to Louis Fourie who confirmed the following with me: This breakdown was not preventable; This breakdown was not supposed to have happened; The vehicle was in excellent condition; I should take it up with Ford SA and he then proceeded to give me the details of Ford Customer Care. See attached picture taken dated 14 Feb 2020 and when the picture was taken - from the dealership!; 4. Surely the damage caused by the faulty gearbox had some effect on the engine at the time?; 5. No technical report was given to me to show that the breakdown was as a result of me at the time; 6. How certain are we that when the vehicle was last driven by Ford, that this did not have an effect on the engine breakdown? 7. Why was nothing picked up during the last service (105 000 km) conducted by Ritchie Ford Richards Bay before the breakdown that the breakdown could have possible been avoided 7000 km later? 8. When the vehicle was collected by Ford Richardsbay, THEY TOOK RESPONSIBILITY for the vehicle in their care. They received it with a minor overheat sensor issue of R8917.70 that escalated to where we are today of over R170 000 outstanding. 9. Ford SA agreed to pay for the engine R100 000 as "a gesture of good will", however the damage to my vehicle was not caused by my usage, as the vehicle was still operational when it left my property.

I have made sure that every service was conducted by Ford when it was due. I have driven the vehicle better than the normal drivers out there. I have lived up to my end of a Ford vehicle owner and that every part and service was Ford approved by Ford. My vehicle was maintained at all times by Ford. Nowhere on any Ford website that it state that Ford engines only last 112 000 km (as in my case) even with care and maintenance by Ford themselves.

Make no mistake, I love my Ford Fusion, but since June last year (only 8 months) this vehicle had repairs done to it to the amount of R 257 784 ( R 106 000 gearbox and R 151 784 engine)!!

I am not willing to pay any amount to get my vehicle back repaired (except for the initial invoice of R8917.70) as I have maintained the vehicle to Ford ownership specifications as well as the fact the Louis from Ritchie Ford Richards Bay (Service Manager) confirmed that I did nothing that caused this breakdown as well as that I needed to take it up with Ford SA if I was in his shoes.

Please advise who to contact and to have the complaint application forms send to me, as I would not want to see any relationship broken as a result of this?

Thanking you in advance.

Deon Jacobs ***