Complain about a product or service

Peyton Cramer Lincoln-Mercury, Torrance, CA

Darryl of Torrance, CA, writes:
On September 5, 2000, I brought my vehicle into the Peyton Cramer Lincoln-Mercury, a new car dealership in Torrance, CA, and spoke with a service manager by the name of Greg Anderson. I spoke with Mr. Anderson on the phone two weeks prior to me bringing the vehicle in, explaining that I had a long list of items I would like repaired. I was bringing in a 1988 MERKUR, model XR4ti. I also explained to him that I had some of the parts that would be needed for the list of repairs. I also said that if he had any trouble in getting any other type of parts on my list of repairs, just to let me know, because I had a point of contact to acquire those hard to get parts. The list of repairs are as follows:

#1. Driver side rear CV boot - change

#2. Install speedometer cable - remove wire ties underneath and repair correctly with correct secure bracket; replace all lamps in cluster - cable provided #3. Repair leak in power steering

#4. Check proper operation on A/C unit

#5. Flush & service radiator system

#6. Flush & service oil system - oil filter provided

#7. Rubber support missing from transmission - replace

#8. Oil visible on ground when car is parked; either valve cover gasket or oil pan gasket leaks or possible leaks from other oil lines

#9. Check rear brakes; replace if needed - rear brakes provided

#10. Check front brakes; do the rotors need to be replaced or can they be turned with new pads added?

#11. Rotate tires and balance

#12. Replace drive belts - provided

#13. Replace Turbo - Turbo provided

#14. Rear window reservoir leaks; pressure test and repair; weather stripping on rear hatch window missing

#15. Replace front windshield

#16. Service fuel injectors

?#17. Install new spark plugs

#18. Install fuel filter - provided

#19. Gas gauge on dash in-op

#20. Tachometer in-op #

21. Replace rear taillight gaskets - provided

#22. Replace both (2) fog lamps.

As you can see from this list, I wanted to get a lot repaired. From the day I turned the vehicle in until the day they informed me that the vehicle was ready for pick-up, I received additional phone calls requiring my authorization to do extended repair maintenance that the mechanic discovered while doing the list of repairs. One phone call was that the engine almost caught on fire from them doing maintenance on the fuel injectors, and that I would need new fuel injectors. I said okay. They told me that they might have a hard time in getting them. So I told them I would contact my source and have the injectors shipped to them. A second call was for my authorization to replace the radiator, coolant pump and timing belt since they had the front part of the engine open or apart. I said go ahead, to do whatever it's going to take to get it straight. A third call was for my authorization to break down the transmission since they could not find what the problem was with the speedometer cable. During this maintenance they called again and said I needed a clutch plate (this being a manual transmission vehicle).

Again I authorized the repair. A fifth call resulted in that they needed a fuel sending unit that fits inside the fuel tank, which they say is why my fuel dash gauge is not working. I called my source for the part, since they can't get it. Another call, they needed a tachometer for the dash, and once again, I called my source and got the part. So I finally get the call letting me know that my car is ready for pick-up. During this time my car has passed through two service managers. The first one named Greg Anderson, the second one named Greg Romig. It is now in the hands of the latest service manager, Mohamed Hashem. So I went in to pick-up the vehicle on January 16, 2001. Mr. Hashem had one of the bay service people fill the tank up with fuel. When he pulled up, I got in and noticed that the fuel gauge on the dash was on empty (I would like to say at this time that when I first brought the vehicle in, the engine would not stall, the electric sunroof would always work, I had a cargo net in the trunk of the car which came with the car when I purchased it new, and that I needed certain cores returned to me in order to get back the money that I was being charged for these certain cores). I told Mr. Hashem that the fuel gauge was not working. The lights that I had asked to be replaced in the cluster(dash) had not been replaced either. He asked me if I wanted to leave the car and have them work on it some more. My response was, let me take it home and look it over and see what else from the list of repairs wasn't accomplished. He agreed and I left with the vehicle. Before I left he said that I should make another list and that it would not cost me a penny for any additional repairs seeing how I paid the balance due on the vehicle before taking it home. I brought the vehicle back in two weeks, wanting to get a good assessment on what had not been repaired and made my second list as instructed to do.

January 30, 2001 #1. Replace both (2) fog lamps #2. Cargo net in trunk area missing #3. Gas gauge still in-op #4. Speedometer reading in-correct; vehicle traveling @ 50MPH and only reading 35MPH on speedometer #5. Replace rear taillight gaskets - provided #6. Primary fuel filter not replaced - provided #7. Turbo core not returned to me #8. Dash board(instrument cluster) lights not replaced #9. When taking off from a still position, engine stalls at times #10. Sunroof will not open: During the last week of August, Mr. Hashem left a message on my answer machine informing me that they needed to replace the spark plug wires and the rotor cap which would cost me about $520.00 dollars for parts and labor. Prior to Mr. Hashem leaving this message, I had been trying to contact him for a week, only being able to leave voice messages. I finally asked to speak to the chief service manager, but was only able to speak with his assistant.

I explained to him how long my vehicle had been in their shop,(this is when Mr. Hashem decided to call and give me the quote for the additional repairs, the day after I spoke with the chief assistant sevice manager, Mr. Ramez). I had even went so far as to get a name of a person and a phone number who they could contact who was quite familiar with this model car who they could call and talk to since they were having so much trouble in repairing the problem with the engine stalling. If they could not repair all the things that I had on that list, they should have informed me, letting me know that they are not capable of doing this type of work on this late model car. During all this time, they were waiting for a fuel gauge for the dash (instrument cluster) panel. Since Mr. Hashem left his message, I called and left him a message, letting him know that I was not going to pay another dime on repairs, and that I would be in contact with Consumer Affairs. When I first brought the vehicle in, they asked for a payment, because their estimate was $2,800.00 dollars. I paid them $1,500.00 dollars. On December 18, 2000, I paid them another $1,500.00 dollars because the repair price had gone up. On January 16, 2001, I paid the remainder of the balance which was $2,938.18. So I've paid actually more than $7,000.00 dollars with the parts I furnished, plus with what they charged. My question is: Do I have a valid claim in trying to get my car repaired correctly without having to pay another penny?

They'll just keep asking for more money even though I was told it would not cost me a penny. Or I'll have to pay them for the car just as it is, and probably for storage. I'll be left with a car not completely repaired as I had asked and payed for. After paying all this money, they may not give the car back to me. It has cost me more than I had envisioned. When asked if I had other means of transportation, I said yes, but was never offered transportation during later repair. They seem to put all their trust into a well known establishment for repairs, and it all boils down to the knowledge of the mechanic on whether or not s/he can complete the repairs without a flaw. It is just physically and emotionally draining having to go through all of this. I realize that I'm at their mercy and I just don't have the resources to go up against a giant dealership. And I fell that I will lose out in the end, whether I have to pay them more money; or not get my vehicle repaired as I would've liked.

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