I am writing to formally express my deep concerns - conn_steve01
I am writing to formally express my deep concerns regarding the continued service experience at your dealership involving my 2022 Ford F-150 Hybrid.
As an automotive technician with over 27 years of experience, including work with Honda and the U.S. Navy, I understand that modern vehicles are complex machines and that component failures can and do occur. My frustration is not with the quality of the vehicle, but with the consistently poor service and lack of follow-through I’ve experienced when trying to address ongoing issues with your team.
Since day one, this vehicle has had persistent problems. I’ve made every effort to clearly describe symptoms and provide detailed information to assist your technicians. Unfortunately, I’ve found that my concerns are often dismissed or misdiagnosed, resulting in unnecessary delays and repeat visits.
For example:
On the first visit, I reported a check engine light along with a burning smell, similar to that of an electrical issue. I was told the problem was a coolant leak from a failed component. That part was on backorder for nearly two months. Once installed, it was discovered that the wiring harness had also been burned—something I had initially suggested. Had a proper diagnosis been done from the start, this could have been addressed in one visit, not two.
More recently, I’ve had an ongoing issue with water leaks from multiple areas of the cabin, including above my head and through the map light area. Despite three visits for this issue, I’ve repeatedly been told the problem was clogged or twisted drains. As a technician, I know that drains do not spontaneously twist. I’ve even inspected them myself.
I’ve also brought up a noise coming from the sunroof area above the passenger seat. This concern has been downplayed or ignored, with explanations that don’t match the details I provided.
My most recent interaction with your advisor, Chris, was particularly disappointing. His responses felt scripted and dismissive, and I got the sense that he simply wanted to get me off the phone. He also seemed annoyed when I questioned his conclusions or suggested alternative causes. At one point, he contradicted himself by stating he was only relaying technician notes but later told me he had personally test-driven the truck.
When I came to pick up the vehicle, there was no evidence that a water test had been performed. It appears the drains were cleared again and the vehicle was returned to me without further investigation.
Over the past 2.5 years, I’ve done my best to be patient and cooperative. However, based on my experience, I no longer have confidence that my concerns will be addressed properly at your dealership. I feel that I’ve been treated more as an inconvenience than a customer, and that is unacceptable.
At this point, I do not plan to return for future service. While that may be a relief to some on your team, I do hope this feedback serves as a wake-up call. Customers—especially those with technical experience—deserve to be heard, taken seriously, and treated with respect.
I sent this message to Peter Bloom and another follow up and no response.
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