Maintenance plan on FordProtect Agreement not honoured

My initial phone call to Deon at Ford Port Shepstone was not responded to. I then contacted the Service manager Mark Fourie and sent him this mail: Good day Mark,

As discussed I contacted Deon on Monday regarding this matter and have had no feedback whatsoever.

According to your records this vehicle only has a 90000km maintenance plan. The attached document dated 12 March 2015 states that this vehicle has a 120000km maintenance and service plan.

Mr Nicholson said he dealt with a sales representative named Jennifer Richardson although the invoice states that the salesman was Shawn van Deventer.

Your immediate investigation into this matter would be greatly appreciated. This was his response: Hi Julie

I have spoken to the guys at Ford assist, the vehicle definitely does not have a maintenance plan up to 120 000km. I have also spoken to the F&I manager at sales and they are sure that the salesman made a admin error when he completed the book. The amount Looking at the documents you emailed me there was also no additional charge for a maintenance plan.

Kind Regards,

I then rep****: Hi Mark,

I appreciate your coming back to me.

Unfortunately I don’t see how we should be penalized if your salesman made an error. The salesman should have informed Mr Nicholson that the maintenance plan would be extra, as he was under the impression that it was all inclusive.

Please discuss this with senior management and rectify the matter as soon as possible. And his response: Hi Julie

There is not much to rectify as there is not maintenance plan available for the Ranger. The Ranger only comer with the normal service plan up to 90 000km and the warranty up to 120 000km.

Regards

We feel that the agreement on paper should be honoured regardless of whether it was an error or not.

Please get some feedback from Ford Head Office