Savanah Garcia

Review of Stevens Ford Lincoln

I brought my 2014 Ford Focus in on January 3rd to ...

I brought my 2014 Ford Focus in on January 3rd to be serviced for a reoccurring known issue with the transmission jerking forward when I attempt to accelerate. My check engine light also came on. They called me and said they were replacing my clutch to resolve the jerking and that the O2 sensor was reason for the check engine light and it was not covered under warranty and would be $250 to reset the sensor. I asked the service advisor John Pitassi, if the sensor would be detrimental to how my car is driving and could I wait to get that repair done. He said, Not necessarily, you ll probably just notice you re burning through your gas a lot quicker. I was okay with that because I was going to have the sensor reset elsewhere. I told him to proceed with replacing the clutch. The dealership calls and says my car is ready for pickup. I arrive and John hands me my keys and guess what? MY CAR DOESN T START. I go back inside and tell John and he needs to keep my car to figure out why it s not starting all of the sudden. John calls me the next day and states that now I need a new starter and guess what? It s somehow not covered under warranty. Go figure. I told John that I found it kind of odd that I wasn t experiencing a faulty starter before bringing my car in and as you finish repairing my car, I can t leave with it in working condition. He agreed to replace the starter at no charge. Fast forward to picking up my car, I drive it for 4 more days and the jerking begins again and my check engine light is back on. At this point, I called the service manager, Anthony Ruggiero, and he said, Well have you ever turned on a light and the light bulb just shatters?? Your car is fine and your clutch is just working itself out. ARE YOU KIDDING ME!? That s the analogy you want to use to compare my broken car that you JUST serviced?? At this point my car sits and i don t use it for a couple of days because Anthony says they can t see my car for a week! I go to turn my car on and my engine light is finally off. However, I start driving and BAM, the car jerked so hard that I couldn t speed past 20 mph. I took a video of the car and the weird sound it started making after they repaired it. They take it in and say the sound is from a cap that broke when they replaced my starter and that the o2 sensor is actually now the reason why my car is jerking and is somehow now $350 to reset, LIKE WHAT??? They said they would replace the cap but i needed to pay for the sensor. I told them I d call them back. I called two other Ford dealers in the area and explained the diagnosis and asked how much it would be to replace it because I didn t trust this dealership at this point. GUESS WHAT!? Both dealerships had serviced advisors that were able to pull up the part and said, Wow, I have no idea why they are trying to charge you anything. The o2 sensor is clearly under warranty. They were able to pull it up in less than 5 minutes. I called back and asked the new service advisor that I was now working with for the second time since both John and Anthony refused to acknowledge my presence. I asked Richard, Do you want to explain to me why I called two other Ford dealers who were able to pull up my warranty in under 5 minutes and stated I was covered for all these repairs? Richard stated he was still unable to see my warranty so I told him fine I ll tow my car to the another dealer who could replace it for free. He said no no no let me talk to my service manager Anthony, because he knows all about the warranties. He comes back on the phone and says, Yeah my service manager said he doesn t know why you were quoted a charge, you re under warranty for up to 150,000 miles. At this point, I can t even make this up. I also never received one apology for this entire fiasco. I ve reported them to Ford Consumer Affairs and next I ll be reporting them to the DMV because who knows who else they are doing this to. So please everyone, READ YOUR WARRANTIES.
PS: I also have Video of John Pitassi stating, It must of been because we mistyped a key. TWICE!!