| Home | First Posted Aug 20, 2008 Feb 15, 2010 | |
Complaint Kip Killmon's Tysons FordThe following letter was sent to the noted parties, certified mail, return receipt requested. I have omitted our name, address and signature as well as the parties involved at Kip Killmon's Ford for purpose of this posting. Only initials were used. I have also added the name of our Honda dealership--stellar: Koons of Manassas Honda. Kip Killmon's Tysons Ford spelling was changed from Killman's to Killmon's. Otherwise, the letter remains in tact. August 1, 2008
Mr. Alan Mulally, CEO
In Re: Problems with Kip Killmon's Tysons Ford Dealership
8201 Leesburg Pike, Vienna, VA 22182 Dear Mr. Mulally, We are writing this letter with great distress, especially considering that Ford has just experienced its worst earnings quarter in Ford's history. Although our problem pales by comparison, it is one of many underlying symptoms of why Ford Motor Company is on the decline. We feel it is imperative to apprise you of an untenable situation that has developed at our Ford Dealership, Kip Killmon's, Tysons Ford. We must have a powerful vehicle with a good wheel base because we pull a two-horse trailer; fully loaded totaling approximately 5,000 pounds. The Explorer has been a fine pulling vehicle although there have been some service problems along the way: the alternator, two batteries (one replacement defective), and continuing air conditioner problems. All of our service has been done at the above dealership -the dealership of purchase- and all service has been done in accordance with the Warranty Contract by Ford, and our Extended Service Contract. Although dealings with Mr. S have been satisfactory, or at least professional and courteous, our recent experience has been quite disappointing. We have had the air conditioner in three times in approximately 4 months. It works when we leave and a month or so later blows hot air. On our second visit we were even charged $430.00 when this should be covered under the extended warranty. The work performed did not fix the problem. We were told there were leaks in the rubber pipes (not covered), but apparently that was not the case. It still stopped working just as previously. It turned out, on the last visit, to be a hole in the condenser. Our last visit to the dealership we were repeatedly misled by Mr. A.G., one of Kip Killmon's Service Representatives. We asked that the Regional Representative for Ford be contacted given the protracted air conditioning problem. He told us the Dealership had no authority to do that. Only we could do that. We contacted the Ford Customer Service desk, Annette, at the 1-800-392-FORD. (I believe that telephone conversation might have been taped) Apparently they followed up. Later, I received a telephone call from another Customer Relations Rep named, Gayle, 1-866-631-3788, extension 7149. She was polite. I was told that there was not much they could do as it was now under extended warranty. Your Customer Relations people confirmed that actually only the dealership had the authority to contact the Regional Representative-not us or Ford's Customer Relations personnel. We were given a Customer Relations # 0776811718. We contacted A.G. and asked that the Consumer Relations Number please be noted on our paperwork. After being read the number during our telephone conversation he indicated that he made a notation of it. When asked to please repeat the number to ensure accuracy--he could not. He misled. It took six more tries before he was able to correctly repeat the number back. It is too bad that we do not have a tape of that conversation because it would uploaded to YouTube for all to hear. A.G. had no interest in helping or listening. He was curt, discourteous and deceptive. We tried to get your address to send you this letter certified mail, return receipt requested or a registered letter, but we were refused that information and given only a P.O. Box where no one can sign. With only one call, through our personal network, we obtained your address. I would like to add that we had placed two calls to the General Manager, Mr B, over a period of three days, as well, on this last visit. Word was left on his answering machine. He never returned our calls. When we went to Kip Killmon's to pick up our vehicle, we asked to speak to Mr. B. My husband and I were given the run-around. Finally Mr. B showed up with his boxing gloves donned and laced. He had no interest in helping us, only in arguing, being verbally abusive, evasive, and overtly antagonistic. When in his office, he said to me, "Now you are up my rear end." It was though he was being driven by an adrenaline-powered fugue. That comment is inexcusable! At that point my husband pointed out to Mr. B that the behavior he was exhibiting was less than professional. We got up to leave. Mr. B must have thought better of it all and said he would make some calls. He did that, but to no avail. It is our hope that Corporate will look into this matter and at the very least review Kip Killmon's Tysons Ford as a 5 Star Dealership. An apology would be appreciated. Our $430.00 out-of-pocket expense should be refunded by the dealership. Although we would like to purchase another towing vehicle from Ford, our Explorer is approaching 75,000 miles, we are hard pressed to do so given this heinous experience. The dealership for our Honda has been stellar. (Koons of Manassas Honda) Below you will find several rip off letters that are on the Internet regarding Kip Killmon's Tysons Ford Dealership. I have my own horse website, www.HorseHints.org that is quite heavily trafficked. I have added a Consumer Complaint Corner category on my home page because of this experience. I will not post this communication pending receipt of a response from the Corporate Office. I would like to point out that we purchased this Explorer through COSTCO and paid cash! I will be advising them of these problems and ask that they please review Kip Killmon's status as a COSTCO dealership. Our COSTCO-Platinum American Express Card Representative will also be contacted re the air conditioning repairs We are planning to put it into dispute even though the bill for $430 is paid. It did not fix the problem. When we picked up the Explorer this last repair, Adam told us we had a $100.00 deductible. My husband, a lawyer, pulled out our copy of the extended warranty and showed him where it stated: No deductible if repairs are made at the dealer of original purchase. It has really been a dog and pony show. Just awful! We try to maintain a sense of humor. It's difficult. http://www.ripoffreport.com/searchresults.asp?submit22=Search+All+The+Latest+Rip-Off+Reports+Now%21&q1=ALL&q2=&q3=&q4=ford&q5=&q6=&q7= http://www.ripoffreport.com/reports/0/276/RipOff0276330.htm http://www.ripoffreport.com/reports/0/251/RipOff0251384.htm My husband and I would appreciate a response from Corporate and will wait an appreciable amount of time before uploading this experience to my website and proceeding. My site is heavily trafficked by horse owners who are always looking for good trailer towing vehicles. We understand that Kip Killmon's Ford is a franchise; however, they do represent the Ford Motor Company. Sad. Sincerely, Our Signatures Cc: Kip Killmon's Tysons Ford (courtesy copy) The following will be contacted, also, if these problems cannot be resolved amicably:
COSTCO
*******Lynn Arledge, (313) 845-5808, an Executive representative in Ford Corporate's Office called August 18, 2008. It is my understanding that the Regional Representative will be notified as well as the dealership. I suspect that will make no difference at all. Being a franchise, Kip Killmon's Ford apparently does not have to answer to anyone after your vehicle is past its factory warranty. After this experience, we will never purchase a Ford product again! Instead, we plan to purchase a Toyota Land Cruiser for our next pulling vehicle or a Honda if it comes out with a pulling vehicle that can do the job. That should be within the next year. Let this serve as a warning if you are considering purchasing a vehicle from Kip Killmon's Tysons Ford. |