valleymama
New Member
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.
