Power steering fails 5 wk after purchase. Recall was done, this info was withheld from me & my family. Car history misrepresented.
My Chev. Impala was totaled in Katy, Texas in May, 2015. After researching dealerships in the Dallas,Texas area I and my family members went to see 2009 Ford Escape Ltd, Vin #1FMCU049KCXXXXX, was shown the Carfax report by Sales Consultant Adrian Dozal and he verbally reported to us that this auto was 1 owner, no accidents, no recalls, all service records. 5 weeks after purchase I began to have power steering failure at unexpected and intermittent times, making turning the steering wheel very difficult. I called the dealership several times with no results and was treated rudely. I called the Ford Motor Company Customer Relations Center and it was revealed to me that this car (by Vin No.), had been recalled for power steering failures and was serviced at N. Central Ford on 7/30/14. Their Case # CASXXXXXXX. This steering problem is reoccurring frequently, is very dangerous and is the very cause of Ford Motor Co., making this recall, which states: Due to a software issue that affects operation of the torque sensor, the electric power steering may stop functioning. This would make it difficult to steer the vehicle. Dealers will reprogram the power steering control module and instrument cluster module free of charge to resolve the concern. Dealers will also replace affected electric steering components as necessary upon inspection free of charge. When confronted with this further information, a North Central Ford employee did admit that this was true and that they serviced this car on 7/30/14 as I was informed by Ford Motor Co. Whatever service they performed did not correct this electric power steering problem that I have been having nearly since purchase. I feel strongly, as does my family that this power steering problem is very dangerous, could cause accidents involving me, and other motorists which is the very reasons the recall was made. Also, we feel strongly that I was taken much advantage of by the dealership withholding this information from me because of my age, and unfortunate circumstance of being stranded in Texas because of my Chevrolet Impala being totaled in the flash flooding over Memorial Day weekend. The Sales Consultant and others totally misrepresented the history of this 2009 Ford Escape so that I would purchase it so that I would be able to return home to Illinois. As a Registered Nurse I was needed by my sister-in-law in Katy to provide care for her after a very intense surgery. I was in Texas from 4/29/15 to 8/12/15 and this was known to the Sales Consultant and dealership as many questions were asked of us of why I needed to purchase a car in Texas while my home was in Illinois.
Replace the affected power steering parts that are causing this power steering failures at unexpected times and that was NOT corrected by whatever service was done on this 2009 Ford Escape Ltd. on 7/30/14 that N. Central Ford's employees admitted was done when directly confronted with this information as provided me by Fort Motor Company's Customer Service Center. This very unsafe and dangerous situation with the frequent failures is the very reason for the Ford Motor Company's Recall of 1.3 million cars, and on May 29, 2014. USA today reported: Ford reports on both the Escape/Mariner and Explorer the defect involves a glitch, that could result in loss of power steering. Accidents involving injuries were reported. The dealership, if not willing to replace the parts causing this dangerous situation only 5 weeks after my purchase may instead choose to replace this dangerously underperforming 2009 Ford Escape Ltd. Vin No., 1FNCUXXXXXKCXXXXX.
North Central Ford did perform safety recall 14S05 as instructed by Ford Motor Company in July 2014 at 76,123 miles on the odometer. Repair history is not required to be reviewed with a consumer prior to purchase. However, North Central Ford does present customers with a car fax report and asks that they sign off on the report before purchasing a pre-owned vehicle. ********* ****** purchased in June of 2015 nearly 12 months after the recall had been performed. At the time of purchase the Escape had more than 84,000 miles on the odometer. North Central Ford did not promise or imply that future mechanical breakdowns would be covered by a warranty. If Ms. ****** believes that the current mechanical issue is a result of a failure related to the recall, she may request that her local dealer call the recall special support number and request authorization. If they agree authorization will be granted. If the special support center does not agree, the customer will be responsible for any repair expense.
Thank you so much for emailing to me the response to my complaint by North Central Ford, Richardson, Texas.
The Sales Consultant, Adrian (real name Humberto) Dozal showed the CarFax Report to me, my daughter and my son-in-law on his tablet in the car lot, pointing out the service done to the Escape. He did not provide a paper CarFax Report, only the report on his tablet outside the dealership. I did not sign anything about the CarFax Report. My daughter, 46 yr. old and a Phd'd Pharmacist, and my son-in-law, 50 yr old and also a very educated Physicist did not see a paper CarFax Report nor anything to sign. We are an honest and trust worthy family and are appalled at this situation that never quits.
On page 2 of the CarFax Report that I purchased myself in August, 2015 and I sent to you, you will see that the CarFax Report states: No Recalls reported. This was what my family and myself were shown on Hurberto Dozal's tablet outside the dealership and we were reassured verbally by him that no recalls had been made. We were deceived about the recall history and the deceived about the service history of this vehicle.
At the end of September, the electric power steering ceased to work at all, reverting to very difficult manual steering. Which is the unsafe issue which Safety Recall #XXXXX was issued in 2014.
Because of the above hidden facts,. even the sales consultant's true name; and the most important facts of recall and service that were withheld from me, I am totally unsatisfied with North Central Ford's response to my complaint.
I believe they are responsible for selling a defective SUV with a totally misrepresented history to me and to my family. Because of these facts known to we three consumers, we feel it only fair and appropriate that this SUV be repaired to function properly or replaced by North Central Ford.
I am sure that I am not the one and only consumer who has been deceived in this manner by this Ford dealership so lacking in integrity. Thank you very much for your assistance in this very difficult and unpleasant matter.
********* L. ******, RN
Final Business Response
A review of the service history is not required. We try to provide the consumer with information to assist them in making an educated buying decision. A malfunction that occurs after a pre-owned vehicle is purchased is unfortunate but not the responsibility of the selling dealer. We are sorry that Ms. ******'s Escape has had a steering malfunction, but the repair responsibility is with her, the owner of the vehicle. We will not be financially responsible to repair or replace her Escape as she has requested
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
North Central Ford's response of 26 October 2015 that a review of the service history of a vehicle they are selling is not required, WAS NOT THEIR CORRECT PROCEDURE in my experience of purchasing a vehicle from them. In my purchasing experience with this dealership, a service history of the vehicle that I purchased from them on 9 August 2015 WAS given by Herberto Dozal, Sales Consultant, and was attested to be true and accurate frequently. Also, he showed to me and my family the service history of this 2009 Ford Escape Vin#1FMCUXXXXXKCXXXXX as revealed on this vehicle's CarFax report which was also attested to be both true and accurate. Based upon these service histories revealed to us, we were all (my Phd'd daughter, my Physicist son-in-law and myself a Registered Nurse) strongly influenced that this would be a dependable vehicle for me. The COMPLETE opposite experience is what I have had. It was repeatedly reaffirmed to us that this vehicle would be very dependable based on it's detailed service history, over the several days during purchase process DID NOT prove to be true. The power steering began failing unepectedly while driving in only less than 5 weeks after purchase, and now, in addition to this danger to my safety and the safety of other vehicles on the road, the vehicle's engine is not engaged when the key is turned to start position 4. I, at the elderly age of nearly 70 now, also has the additional worry of being stranded because the vehicle will not start as designed. The vehicle's Owner's Manual states: STARTING THE ENGINE: Turn the key to 3, then to position 4, then release the key as soon as the engine begins cranking. When this is done, the engine at intermittent times DOES NOT BEGIN CRANKING. The recall safety service #14S05 that North Central Ford states in their 8 October 2015 information provided to the BBB, that was hidden from me and my family, and that North Central Ford admits to having performed at their dealership on 30 July 2014 at 76,123 miles driven states: Due to a software issue that affects the operation of the torque sensor, the electric power steering may stop functioning. This would make it difficult to steer the vehicle. Dealers will reprogram the power steering control module and instrument cluster module free of charge to resolve the concern. Dealers will also REPLACE AFFECTED ELECTRIC STEERING COMPONENTS AS NECESSARY upon inspection free of charge. In North Central Ford's information provided in response to my complaint on 8 October 2015, they state that: the odometer read 84,000 miles when I purchased this vehicle on 9 August 2015. The initial intermittent failures began within only 5 weeks after purchase and now beginning in October 2015 the vehicle is not performing to start at intermittent times when attempted. Which is, also, very dangerous to my safety. The Landmark Ford Automotive Group's steering diagnosis states: NEEDS NEW STEERING COLUMN PER DICS. This diagnosis was requested by me, at my cost, after the power steering failures became more frequent, my discovery of the recall service being done at North Central Ford from Ford Motor Company's Customer Relations Center, and a purchase of a CarFax Report, my me, at my cost, that showed: NO ISSUES REPORTED, NO RECALLS REPORTED. I, and my family, was deceitfully influenced to purchase this 2009 Ford Escape, as being a dependable vehicle, by Humberto Dozal, Sales Consultant, at North Central Ford by showing and pointing with his index finger to his computer tablet; beginning in the lot of North Central Ford and several times later, reaffirmed verbally that this vehicle had NO ISSUES REPORTED, NO RECALLS REPORTED. This was deceitful business practice by North Central Ford Dealership, as it has been proved to be completely and absolutely NOT TRUE! With the additional starting failures now happening, I strongly request a replacement power steering column as diagnosed and recommended by my local Ford Dealership to be done here, in Illinois, by Landmark Ford Automotive Group, or presented with a replacement vehicle as nearly identical to the vehicle I choose and purchased from North Central Ford, to be delivered to my local Ford dealership, Landmark Ford Automotive, so that it may be inspected at a reputable dealership with no further inconvenience to me nor my family. I and my family, believed during the purchase process, in North Central Ford's integrity as a business which they have proven from the date of purchase until now to be completely false and misplaced.