Kevin Caire

I have 2013 Ford Fusion witch I took to Ford of Boerne, TX. in September, for issues shifting gears and some unusual engine noise. After they looked at it they told me that the clutch and clutch assembly TX. in September, for issues shifting gears and some unusual engine noise. After they looked at it they told me that the clutch and clutch assembly needed to be replace. I was told by the customer service representative (Jeff) who check me in and kept me updated on the status, that the replacing the clutch and clutch assembly would fix my issues shifting gears, however the noise was from the transmission, and they don’t have parts to fix it, but it wouldn’t be an effect the drivability of the car and asked if I wanted to continue to move forward replacing the clutch? Based on that information, I said yes, under the impression that the function of the vehicle would be good and I would only have the abnormal engine noise. Upon my car being returned to me, I was told that it was “shifting like a dream”. I then drove the car home and found that the shifting issue had not been fixed, so I returned to Ford of Boerne to address the issue once more and was then told that the only way to fix the gear shifting issue would be to replace or rebuild the transmission, but they were unable to do it and sent me to another auto mechanic shop which has had numerus issues getting the parts. All of this took place in September, and here we are in January, 4 months later and I still don’t have my car back because they can’t get a bearing, because FORD doesn’t make replacement parts for the Ford Fusion! So now I have to replace the whole transmission, but when I spoke to the person in the parts department to try and order a new transmission, he was very belligerent and rude before hanging up the phone on me. So now, I essentially, I have a 1-ton paperweight! I used to like Ford vehicles, but after this debacle, I see no reason to ever buy a Ford again (and I’m in the market for a vehicle for my daughter too, not to mention that I’m going to have to replace my Fusion, since I can’t get it fixed. Who wants to buy a car you can’t get fixed when something breaks and ends up making it worthless! More

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I love my car but I’ll never buy a Ford again because of the service or lack there of! They will not go out of their way to help, they can’t offer solutions with their problems. It’s a 2 month wait for loan the service or lack there of! They will not go out of their way to help, they can’t offer solutions with their problems. It’s a 2 month wait for loaner cars if your car is in the shop for warranty work. My experience with other dealerships such as Mazda was truly a VIP service. Ford definitely needs to take notes on how to treat their clients More

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