Shocking workmanship and service

<p>Dear Ford.</p> <p> </p> <p>I would like to submit an official complaint against Ford Motor Company South Africa and the Lazarus dealership.</p> <p> </p> <p>Please see the background regarding my complaint.</p> <p> </p> <p>On the 23rd Of December 2016 the vehicle stood outside our complex garage for the entire day in the rain. On that same evening I pulled the vehicle in to the garage in order to pack the vehicle as we were leaving for holiday the next morning.</p> <p> </p> <p>To my surprise the vehicle at the rear was completely drenched. The Hood Lining was completely soaked as well as all the rear trim covers including the Spare Wheel well were a pool of water had settled. I removed the spare wheel and all loose mats and covers to inspect the extent to where the water had leaked and I was shock to see that even behind the Side Plastic Trims where there are numerous wiring harnesses were completely water logged.</p> <p>I acted immediately buy gathering towels and started soaking up the water.</p> <p> </p> <p>I then checked the weather patterns for the area where we were traveling to and found that there was rain predicted for the entire week we would be away. I did realise then that I would not be able to use our Ford Kuga which we love, especially on family holidays as we would need to display due care and precaution even though at this point we were able to suspect that this was a factory defect. At this point my faith in Ford as a brand was a bit shaken. While we were away the vehicle was parked safe in our garage with all 4 doors and the tailgate open as well as all loose covers removed in order for the vehicle to dry properly as my main concern was the Hood Lining which was water logged as well as the Wiring Harness that was laying in puddles of water.</p> <p> </p> <p>We arrived back from holiday 10 days later (A bit cheesed off as I now had to squash my family and luggage last minute onto a VW Polo Vivo – with no cruise control, roof Rack and all the luxuries we enjoy in our Kuga). I immediately called Ford Lazarus where I had purchased the vehicle in January 2015 and informed them of the issue.</p> <p> </p> <p>They arranged that I could drop the vehicle off 16th January 2017 as this was the first day they could assist me. Upon arrival I was met with the service consultant by the name of Zelda who I explained this whole story too. She advised that it does sound like a factory defect and the vehicle would have to go to a panel beater for them to diagnose the leak and repair, Ford warranty would also pay for a new Hood Lining which insisted on due to the nature of the damages. I left the vehicle with Lazarus Ford for 2 weeks were I eventually decided to call back to get some feedback on the repairs where I was told that the vehicle had not been touched as the part was on back order. I completely lost it with Zelda, as I was struggling to drop my wife off at work and fetch here the other side of town every day for 2 weeks. While my Kuga stood at Fords premises doing nothing waiting for the part. On top of all of this, I had to call in to find this out.</p> <p>I arranged with Zelda that I would collect the Vehicle on the Saturday and use it until the part arrived. When I arrived at ford they informed me that I need to wait a few minutes as the vehicle had been kept over the road at their other premises. This premises is un-covered and is not sheltered. It was clear that the vehicle had been standing there for 2 weeks where it was raining every day during this time. This was so frustrating as I took so much care to ensure the vehicle dried properly even by compromising with my December Holiday during the 1 incident in December 2016.</p> <p> </p> <p>The next communication I received was in March from Zelda advising that the part had arrived and the vehicle could come in for the repair and fitment of the part again. I insisted on a courtesy vehicle where a Ford Figo was provided for my wife to drive during the repair. A week later I followed up with Ford to see how far the repair is and again I was advised the part is on order again because the wrong part arrived initially. When I asked if I could come through again to collect the Kuga and drive it until the part arrived I was told that the vehicle has been stripped and it cannot drive.</p> <p> </p> <p>We have left the issue and my wife used the courtesy Vehicle up until Tuesday 9 May 2017 where Ford contacted my wife to inform that the vehicle has been completed and is ready for collection, due to my distrust in the company I took it upon myself to collect the vehicle.</p> <p> </p> <p>I cannot explain what i saw on the vehicle…. There were creases in the new Hood lining, it seems as if this part was folded in half to get it in the vehicle. There were oil marks from the technicians dirty hands and all the covers are misaligned. The rubber seals on the inside of the tailgate have been sealed with black silicone sealant and looks like it was done the bush! And the vehicle stinks like damp or mould. </p> <p> </p> <p><br />When I told the Service consultant (I think was Trevor) that I want to speak to the Dealer Principle I was told “no one know where he is” and “no one has seen him for the whole day” I asked for the service manager and was told that, “He is not here and no one knows where he is”, I asked the service consultant who is in charge and he did not know, I asked who was your manager or superior or anyone in charge and he did not know.</p> <p> </p> <p>I am absolutely disgusted in the service and shocked at the workmanship delivered by this company. The Kuga brand has a terrible reputation and I have ignored this as I enjoyed our Kuga. But I am really appalled by this service and regret purchasing a vehicle where the workmanship I have seen there are no words for. I cannot believe that ford cannot fix their own brand or assemble a Hooding and think this it is correct and hope I do not complain.</p> <p>Surely through the many departments this vehicle went through someone would have picked up the quality of the replacement of the part, but this is how the vehicle has being signed off.</p> <p> </p> <p>During my complaint the service consultant tells me that when the vehicle gets hot the creases in the Hood Lining will come out and all the covers will start to align.</p> <p>He also mentioned that he will get the Service Manager to contact me. Today is Friday and still no one has called me.</p> <p> </p> <p>Absolutely nothing has being done to sort this vehicle out. I have had my vehicle for roughly 1 month of this entire year. During this time I am paying instalments and insurance on a product that I cannot use and is defective.</p> <p> </p> <p>I am now giving Lazarus Ford until Friday 19 may 2017 to get the vehicle 100% right. If not I will take this to the Motor Insurance Ombudsman. If the vehicle is not completed to a satisfactory standard on this date and there is still leak. I do not want the vehicle back at all. Ford will need to replace the vehicle or will need to pay me out the current retail value of the vehicle. I will take this further as I am fami**** with the Consumer protection act and my right as a consumer.</p> <p> </p> <p>I would like to have feedback from a senior representative at Ford South Africa.</p> <p> </p> <p>Thank you.</p>