Problem with a Ford dealer

OllyM

OllyM

OllyM

Soldato
Joined
16 Aug 2004
Posts
6,331
Location
New Jersey, USA
Had a bit of a weird situation with a Ford main dealer today and I just wondered what you all thought about it.

Basically, my mum's Focus had a glow plug changed in June after it threw an engine management light. The work itself was fine, and Warranty Direct authorised the claim for the majority of the bill.

The claim form went in to WD at the end of June, and apart from calling them to chase the claim a month ago we've heard nothing since, until today...

The Ford dealer in question called this morning to say that WD had rejected the claim because the glow plug wasn't listed on the invoice, and they could re-issue the invoice with the glow plug included but wanted paying for it as the service person forgot to add it to the job. If we don't pay for it, they won't send the correct paperwork through and so WD won't honour the claim.

Basically, they made a mistake and now want us to pay over and above the amount agreed when the car was collected, because they think they have us over a barrel. If it's not paid for, WD won't get the necessary paperwork and we won't be reimbursed.

Phoning a customer three months after a bill has been paid to ask for more money is just terrible customer service. It's not the amount involved, it's the principle of it and I've never heard of anything like this before.
 
DRZ said:
Straight to Ford UK with that one IMO!
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Oh I will be speaking to them, I doubt they'll care though. I told the service manager I'd be reporting them to Ford UK and he seemed to think they would side with the dealership!
 
If the dealer made the mistake its down to them to sort it simple. I know if we make a mistake its down to our dealership.
 
They're asking my mum to pay for the part they apparently 'forgot' to charge for, three months after the car was collected and the bill was paid!
 
You could try speaking to Ford UK about it, see what they have to say about what one of their franchised dealers is trying to pull. If you can't prove anything though I am not sure what you can do ...other than threaten to expose what they are doing to the Motoring Press or something.

I assume you or your mother has tried to have a reasonable discussion with the manager about this already ?

Edit: If they say they 'forgot' to charge for it, can they produce any evidence to prove this ?
 
So in summary:

1) You go to dealer "this car is broken"
2) Dealer fits new glow plug, raises invoice and to the best of your knowledge has charged you for all services completed and parts used
3) Warranty company needs more detailed invoice
4) Ford dealer refuses to provide more detailed invoice as they have made a mistake and want you to pay more?

Lol.

I think as far as anyone is concerned, you were quoted a price for a repair and paid it. The fact that Ford can't raise a correct invoice or price a job correctly is Ford's problem, and now they are refusing to produce an invoice.
 
Oh, I seeeeee, so they are claiming they charged you for labour and not the part? How clear is the original invoice?
 
Go to Customer Care, they've got a fair bit of pulling power if its a main dealer and they have bent over backwards to ensure I'm satisfied.
 
PMKeates said:
So in summary:

1) You go to dealer "this car is broken"
2) Dealer fits new glow plug, raises invoice and to the best of your knowledge has charged you for all services completed and parts used
3) Warranty company needs more detailed invoice
4) Ford dealer refuses to provide more detailed invoice as they have made a mistake and want you to pay more?

Lol.

I think as far as anyone is concerned, you were quoted a price for a repair and paid it. The fact that Ford can't raise a correct invoice or price a job correctly is Ford's problem, and now they are refusing to produce an invoice.
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Yep, that's exactly correct!
 
[TW]Fox;17223944 said:
Thing is you've not paid for the glowplug and it was fitted...
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Fair enough but it's not as if the car was driven away without paying them a penny, the final invoice was for over £120 (which I, and WD thought was excessive). If I knew they'd missed the glow plug off the invoice I wouldn't have sent the claim paperwork in to WD without getting it sorted first - it really isn't clear.

WD wanted clarification, called the dealer who then noticed their mistake and then thought they could cash in by refusing to co-operate without further payment. In my eyes it's no different to Sainsbury's asking you for extra money because they've undercharged you for something in your weekly shop, three months down the line!
 
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[TW]Fox;17223944 said:
Thing is you've not paid for the glowplug and it was fitted...
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But is that really the case? ...I wouldn't trust the word of a car dealer on this matter, main dealer or not it doesn't stop them either making a mistake or lying.

And if it is true yet they only discover this 3 months later, well it's a bit late really I think.

So if Olly's Mum doesn't pay them what they allege she owes them for something they 'forgot' to include in the original invoice then they won't send the correct paperwork to Warranty Direct who will then not reimburse Olly's Mum. Paying for just the glow-plug is probably a relatively small part of the over all cost, thus this dealer reckons they can get away with this as they know Olly's Mum know's which one will leave her most out of pocket.

I call that sharp practice really, or damn poor customer relations at best.
 
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