Serra Ford Farmington Hills

Have never been so disappointed in the service received. In December of 2014 we purchased a Fusion at Holzer Ford. We were sold a contract for $600.00 for Tires/Wheels. The man that sold us this advised In December of 2014 we purchased a Fusion at Holzer Ford. We were sold a contract for $600.00 for Tires/Wheels. The man that sold us this advised us that because of the road conditions in Michigan, buying this would be a smart move. We paid it. Early this year my husband feels his car has a shake to it. He knows cars, has worked on them himself for years. He knows it is the rims. I take it originally to O'Brien Ford because it is closer to our home. They tell us to first try a front end alignment. It still shakes. We go back, tell them it is from bent rims. They inform us that the rims are bent but Ford will only cover it if the tires are leaking air. We advised that our contract states nothing about such a thing, but to do us a favor, they change the front two rims at no cost. The warranty company also states that the tires need to be leaking air. I contact the gentleman who sold us the contract, at Holzer Ford, he states that it "just goes to show what a good manager could have done". He advised to bring it to Holzer to be taken care of. Holzer Ford's salesman tells me that they did not save any contracts from before 2016, so he cannot look it up (I forgot to bring it with me-was in a hurry to get on the road because it is 40 minutes away and we have two bedridden daughters that I care for). I advised I would email him the contract. He says that he can't read it, so I should get in contact with "Brian" in service. I resent the contract to Brian so he can see that it doesn't say anything about air leakage. He informs me he can't do anything and that I should contact warranty. I contact them, they advised me that no one from O'Brien or Holzer Ford contacted them about our problem. Sent an email to "Brian" stating this. He still insists that air must be leaking for it to be covered. I asked him to read to me the contract that he was reading from. Come to find out, the wording was CHANGED after we purchased the Tire/Wheel contract. We were correct, they were not. He advises me to call the Regional Manager. I speak with her, she says Ford will cover ONE rim. At this point I'm so aggravated that I bite on it. Brian tells me that Ford had to update it because people didn't understand what exactly was covered and that he will need to order the parts and it could take up to a week. The dealership has already had the car for more than 2 1/2 weeks! He also tells me that one of the front tires has a belt that has moved and that it should be replaced. I asked why this would happen. He says that it could be from sitting for a period of time or possibly a pot hole. Originally told him that my husband will drive my daughters' car since it has had to sit because of their illness. When he stated the Fusion may have been sitting, I told him that it gets driven daily to work so that was not a possibility. I asked if it was covered by our contract, he stated that it wasn't and that it will cost $250.00. At this point my husband is sick to death of the run around and just wants his car back. We ok'd the work on the car. I called the warranty company, again, to find out abut the bad tire, they told me to start a claim, then contact the dealership. I call Brian back to advise, only to find out that it had been fixed already. I told him about calling the warranty company. He said that I should just pay for the tire, then turn it in to warranty to get our money back because it is easier for me to do that instead of him doing it. My husband takes the following Monday off to go with me to pick up the car. He is so mad at the dealership that he gets in the car and takes off for home as soon as we pay the bill. Had to stop at Home Depot on the way home, he tells me the car still shakes and that they changed out one of the rims that was already done by O'Brien. The passenger rear tire has the words written in red by the mechanic "needs rim changed". They changed the wrong rim! Brian never checked to see if the tire with the bad belt in it was even covered by the Tire/Wheel contract-which it was supposed to be! We have so had it with these people. Brian also had the gall to tell me that he had done all he could do and if I could give him a good review, that he would appreciate it..xxx???? Called Brian before I left Home Depot (husband sped off home because he was so angry) and told him about the problem. I advised him that my husband was extremely angry and that we will be calling once we call back to get this straighten out. We are so disappointed. I asked to speak to the person that sold us the contract. His name is unreadable, but his "star number" is on the contract. He never even checked to see who it was. He only told me that they have new people in that position and that he isn't here anymore. Brian never checked to see what the name was. Spoke to a friend that works for Ford. He stated that he doesn't tell people to go to Holzer anymore because they have had a better than thou attitude toward many customers that he has sent there recently and that they also had problems. More