problems with ford garage

hulagirl79

Hi.
I am looking for some advice.
Sorry its a bit long.
My oh bought a 1year old focus from Dagenham motors last June/July.
He also purchased a smart service plan
So fast forward to this June and it needs a service.
We receive a letter from gates ford saying its service is due, could we phone up and book it in.
So I call them have a 15 minute discussion with the guy on the phone.
I explain that we have a Dagenham service plan and ask is that valid with you
He responds with a 'yes'
I also request a 5 door courtesy car (as I am 8 months pregnant and have a toddler)
I also ask if I need any paperwork with me to pick up the courtesy car (he says no)

So I turn up this am
To a 3 door courtesy car (I didn't say anything, wasn't too bothered)
And was asked for my insurance paperwork, I explained that I was told I didn't need any paperwork as per the phone call, had to pay £15 for their insurance (wasn't happy but I thought fair enough.

So I leave at 8.50am and get home at 9.10am they call me at 9.15 am to say they can't find the service plan on their system do I have the number, I give them the number and all OK.
2 minutes later another call saying cos its with Dagenham not gates its not covered by the plan so will have to pay.
I said I will come back down to pick the car up and take it somewhere else. I explain the phone call and what I was told. They said well that's wrong
They said 'you can't as we have already started the service and can't stop'
I state well I am not paying for the service so I would stop.
They said they will contact Dagenham to get the plan transfered to them so its covered.

Well at 12.30pm they call to say its been serviced and ready for collection and payment.
I reiterated the previous conversation s and stated again I will not be paying and as I asked them to stop the service so I could collect the car and they said they couldn't plus my first conversation when I booked it in.
Well after 15 minutes with them arguing with me they said I could come down and pick up the car without payment and they would blacklist us from every ford dealership in the UK

So I picked up the car to find that it has not been serviced at all.
So they lied about it being started

My question is I want to complain about being given wrong info on the phone at booking in plus then when the issue came to light I tried to collect the car but they said I couldn't as it was being done but that was a lie as it wasn't done and also about being blacklisted by them for their errors.
But I have no idea who to complain to

Am I in the wrong or are they.
Thanks.

Strider590

Typical case of left hand not knowing what the right hand is doing (probably under the desk). This is just one reason I can't stand dealerships, you have to speak to slimey salesman types about work being done by somebody else (usually a trainee) in an area of the business they probably only ever float past occasionally (but never get their hands dirty).
Call other dealerships (the one you got the car from?), explain briefly what's happened, see if you can speak to a sales manager, ask if your "blacklisted".

artbaron

Email Stuart Kerr, managing director of Ford Retail. Clearly list what's happened and politely request that he does something about it. [EMAIL="stuart.kerr@fordretail.com"]stuart.kerr@fordretail.com[/EMAIL]

hulagirl79

Thank you for your replies.
I will email him tonight, I should have also mentioned that I asked if the call was recorded so I would have some evidence on my side they said no we don't record calls.
Typical.
Thank you again for your advice
x

Strider590

hulagirl79 wrote: »

I asked if the call was recorded so I would have some evidence on my side they said no we don't record calls.

If you suspect their integrity anyway, then this ^^ was always going to be their answer