Worst nightmare....

[valleymama]

Bought a brand new Expedition EL Limited 6 months ago. It has the factory installed headrest dvd players for the middle row, but wanted to get an overhead dvd player for the back row. I did research on shops that could install one and picked a good rated place that even some of the Ford dealers in the area use for aftermarket products. I thought I was in good hands. I was nervous about having someone cut into my new headliner in my brand new truck, but was reassured when they told me they do it all the time. Anyway, left my baby in their hands and when it came back to me, the DVD player was in the wrong place! They placed it too far back so the screen came down right in front of the 3rd rows faces. It was also partially covering the AC vents in the roof! It was not placed where they showed us it would be. Also, the headphones had interference with the middle row headrest DVD players. After complaining, they agreed that it was in a ridiculous spot and that they would move the DVD player and replace the headliner. We asked if they were going to use the Ford factory headliner and he said yes. Okay. I thought that would be fine. Go to pick up the Expy, and notice the DVD player was in the right spot this time. Good. Then, notice that the headliner fabric does not match the fabric on my sunroof or visors and the truck smelled to high heaven of adhesive. How can this be if they used a factory headliner?! Then notice only one seat was folded down, went to put it up and found a huge quarter sized burn mark on my leather seat right below the headrest! Also, noticed a square indentation where the DVD player was placed the first time. Come to find out, they didn't replace the headliner, just reupholstered it with the wrong material to boot! I am beyond furious. They said they will replace the seat, but are balking at replacing the headliner because it will run $1900. They said they have ordered the correct fabric now and will reupholster it again and fix the hole(indentation)in the ceiling. Do any of you think this is acceptable? I brought in a perfectly brand new Expy to get a routine DVD player installed and they screwed up badly. While I feel bad that their mistake is so costly, I feel they should make it right. I am concerned that over time the reupholstered headliner will sag, vs just having a new factory one installed. Am I being unrealistic, or should I stand my ground and threaten going to court? Why should I have to settle and get less for their mistake? Not to mention the shop is 1 1/2 hours away from me and I have spent time, gas, mileage, only to have them keep screwing my brand new expy further. I get nervous with confrontation and want to make sure I"m not being unreasonable before I fly off the handle with them. Thank you in advance for any advice you can give.

 

[FordandPolaris]

If it were me and they are the ones completely at fault, i would fight them till things are made right. Hopefully everything works out for you, good luck.

 

[Jason_CPAPS]

no its not acceptable. I'd stab them in the face

 

[sgtowing]

STAND YOUR GROUND. There is no reason for them to repair it like that. Also, keep all your receipts for the gas going there and the time it takes. If you do end up suing, add those in as part of your costs.

Sent from my DROID BIONIC using Tapatalk 2

 

[Captain Morgan]

Wow it's odd to see someone who wants to stab someone else in the face before I do. Bravo Jason!

So sorry to hear about this grief.

IF IT WERE ME I would hire a reputable attorney and take them to small claims court. You already gave them the chance to make it right, and they made is much much worse so I think it is reasonable to insist that someone else does the repairs to UN do their damage. I wouldn't trust them to touch the damned door handle at this point.

And for the record, since we are neighbors, would you mind sending me the name of the firm who did a Frankenstein botch job on your Expy so I never deal with them?

Good luck, and hoping success for satisfactory resolution, please keep up posted on you're saga.

 

[mrford60]

go after them, get an attorney, what they did is not acceptable. good luck

 

[hovocop]

the bad press you give them a la facebook will do far more damage to them......... look at reporting them to BBB

 

[rburch]

Totally unacceptable! You spent your hard earned money and should get a quality product with quality craftsmanship! Like stated, get an attorney and get your money back and take it to a different shop to get the work done! They have screwed up twice now third time isnt a charm!

 

[98EXeb]

Hell yeah... STAND YOUR GROUND!!!.....If I took my 98 in somewhere and that happened I would flip the f@%@%$ out!

I remember when my 03 exlporer's window just fell into the door after I bought it the same day. I went back to the dealer and asked if they could fix it. They told me I had to make an appointment..???? Ill just say police and fines....lol...but my window was fixed=)

Go kick someone in the teeth...lol

 

[GAINMOB]

forget stabbing them...SHOOT THEM!!! then sue them...AND blast them on FB...becareful with slander though

 

[VexedEX]

I would take picture and document everything.... Take them to court. When it comes to me vehicles I never settle for anything but the best!

 

[tallsville]

stand ground. take pics. document everything. And as said before i would take it someplace else and get your money back. but as freeway said be careful about what you say. unless you have prove as in pictures.

 

[mrocks05]

+ 1 for everything already said. I wouldn't take that shit.

 

[valleymama]

Thank you everyone for your reassurance and support that I'm not crazy. Unfortunately, after my husband talked to them again this morning, they said they will NOT replace the headliner, much to our chagrin. We did take pictures of everything this time so if they mess up again, we have total documentation. They are going to reupholster it again with the right fabric, but I still don't feel good about it AT ALL, as I shouldn't. I'm scared to death. I don't want them touching it. At this point, I would LOVE to hire an attorney and go to court, but I have 4 kids and I am just plain exhausted about the whole thing and don't feel like going to battle in court all the way up there. I'm probably stupid, and that is what they are banking on. They are taking advantage of me. I even talked to the service manager at Ford where I bought my Expy and he called the shop(I didn't ask him to, he was just disgusted because it's a disgusting situation and he knows me and likes me because I'm so nice) and told them they need to make it right. They just played stupid with him like they didn't know what he was talking about. I wish they would have just been reasonable and done the right thing. It was THEIR major screw up for crying out loud. It wasn't like I was just some picky broad nit picking about everything. THEY SCREWED UP BIG TIME. I have been extremely nice so far and not smeared their name, even though they deserve it for not doing the right thing and repeatedly lying to me. They flat out told me they were going to give me a new factory Ford headliner and didn't do it. Then when they told me that they had the seat ordered, I asked if the headliner was ordered as well and they said yes and it should come the same time as the seat cover. I thought that was strange since the headliner would come from Detroit and probably take over a week to get here vs. a few days. I go ahead and call the Ford Dealer where they ordered the seat cover from and find out they have NOT ordered the headliner. I was shocked and really upset. So I've been lied to numerous times. It was only when my husband talked to the owner that we find out that they aren't going to replace the headliner. At what point were they going to tell me? Never is my guess, unless we had pressed further. To add more insult to injury, they also tried to imply that the seat was probably already like that since they had "a meeting" and nobody fessed up to the burn mark. And they say they trust their guys. But then then they go ahead and say "But, we want to make it right for you." WTF? You're dang right you are going to make it right for me. You burned the hell out of my seat!! Of course no one is going to fess up to that F@*k up. I spent a lot of money on this vehicle and have been babying it like crazy. I always park out in BFE so no one will park next to me, and even though I have 4 kids, I won't let them eat or drink in the truck. It is in pristine condition. Like I said, I have been more than patient with them and calm through the whole thing. I would hope that because we have been so incredibly understanding and patient with them through all this BS, they would have been bending over backwards to make things right and try to protect their BBB rating. If they had just done the right thing in the first place and replaced the headliner, they could have avoided having to fix a burn mark on the seat(they claim it "could be" from a dome light when they dropped the headliner down), and spending money on 2x the fabric to reupholster twice, and rental cars, etc, and kept their integrity. I hope they know deep down how wrong they are taking advantage of us this way. We are really nice people. I don't know how they sleep at night. I feel like a hostage in this situation. I really don't want them touching my Expy again, but my husband dropped it off this afternoon for a 3rd time. I feel literally sick to my stomach. Lesson learned: NEVER, EVER, EVER let an aftermarket shop do ANYTHING on your vehicle. They will never respect it like you do. If it doesn't come factory installed next time, it's absolutely NOT going in my vehicle! I feel like an idiot. Everthing that I feared that could happen to my baby has happened and worse.

 

[tallsville]

valleymama dont feel like an idiot. unfortunately there are people out there who try and take advantage of peoples lack of knowledge. hopefully people will learn of your situation up there and they will start to lose business. Hopefully the dealer that called them will stop sending them business. I would call and make a complaint to BBB. Write a review on yelp or any other place that will let you write a review.

 

[Captain Morgan]

Even with Pre Paid Legal, you can get some traction for a lot less money. The firm in WA is Lambino-Martino in Lakewood. They can advise you of your rights to recoup the money spent, the amount you are entitled to collect in small claims, reimbursement of your legal expenses and money lost for time off work for court etc.

Between them and the ATG you can get some representation.

WENCY V. OFFRIL
Program Coordinator
Consumer Protection Division
(206) 464-6686

Rob McKenna
ATTORNEY GENERAL OF WASHINGTON
Consumer Protection Division
800 Fifth Avenue, Suite 2000 Seattle, WA 98104 (206) 464-6686

http://www.courts.wa.gov/newsinfo/resources/?altMenu=smal&fa=newsinfo_jury.scc

 

[mrford60]

you are not the idot, they are!!! us nice people seem to be taken advantaged of and its a shame. Take capton morgans advice and try to get something out of them. again good luck.

 

[valleymama]

Thanks for the tips and information. It may just come in handy! I'm just saying prayers that when I go pick it up the 3rd time it will be in decent shape or I'm likely to stroke out! So far, every time I have picked it up, it has come back worse somehow. I'm trying not to let my imagination run wild about what else they can mess up on. I will keep you all posted. Thanks again for your kindness!

 

[bojaz01]

slander is only slander if what is said is false......slam their a$$ on FB......

 

[mrford60]

any news?