Business ProfileforGilbert & Baugh Ford, Inc.

I had a recall on my 2014 Ford Explorer that I purchased from Gilbert and Baugh Ford paid in full with no warranty. I called to schedule the recall fix and make them aware of clunking noises in the rear suspension and also clunking noise coming from the front of the car. I also made them aware that my car was being sluggish and the engine was missing and bogging down. I'm aware that some things were most likely not due to a recall concern, just normal wear and tear. My car is my office so I drive a lot and need it to be safe. When I dropped my car off, I reiterated my concerns to make sure we were on the same page and let them know I wanted to pay the $80 diagnostic fee to have my car fully looked over and go from there to fix any issues. They understood and said they would replace Rear Toe Link from recall and check everything else. When I picked up my vehicle they stated that they replaced the recalled parts and could not find any other issues with my car. They also said they did a 4 wheel alignment but could not produce a service ticket or alignment invoice. I felt that there was still a issue with my car but tried to trust there findings to be true. I tried to pay the $80 diagnostic fee that they would not let me pay. They stated it was not necessary. 3 weeks before the 1st initial appointment with Ford I put "new but used" tires on my car that were 80% tread. The day after I got my car back from Ford I noticed that the steering/handling of the car had not improved. By the end of the week both rear tires were wearing off bad. I called and told them it needed to come back in the shop and that something was obvious wrong. The service department manager and staff (Ricky and Seth) assured me there was no way possible they could get me in then. They said it would be a 2 week wait. I told them by them my tires would be ruined and I would be out $800 for a new set if they put me off that long and I was not comfortable with that. I called 2 other Ford dealerships who could not get me in either so I had no choice. I called 1800 Ford and set up a case number on 2 different occasions with no return call or email response after multiple attempts on my end. The 2nd time I brought my vehicle to them after the two week wait they kept my car for 4 days. Called me on a Monday and said they couldn't find any issues with my car except that I needed to 2 new rear tires and that I needed and alignment. With just having put new tires on it and them doing an alignment I was at a loss. They said they would charge me for the alignment. I told them not to do anything else to my car that I would come pick it up. At that point I didn't trust their service. I asked for a invoice that seemed to be created last minute. When I picked up my car I took it directly to a mechanic and explained everything going on. The new shop called within 2 hrs stating that my rear sway arm links were bad and my both front struts were bad. They also told me and showed me where Ford had not replaced the recalled parts only 2 bolts and 2 nuts. This told me Ford did not do anything they stated or claimed to do. They had no concern for my safety or my children's and was a huge waist of my time. At that point I had the new shop replace the rear parts that were bad and put a new set of tires on the car. They also did an alignment with a printout sheet that showed Ford had obviously not aligned my car like they claimed. $885.75 later for parts and labor my vehicle was in much better shape. I am taking my car to the shop in the morning to have the front struts replaced as well. I feel that Ford is responsible and I should be reimbursed for at least the used tires $400, the new tires $689.80 and $40 for balancing of the tires. It was a huge inconvenience for me and cost me a lot of money that could have been avoided had they serviced my car properly this first time. They finally emailed an alignment invoice that was clearly not for my car. It had the invoice number date and Vin number blacked out. The alignment values were very very far off from the one I got at the new mechanics shop immediately after I left Ford. I feel I was lied to and not valued as a customer. I had to come out of pocket for negligence on Fords end. It was also a safety concern that caused me to lose 2 days of work.