Ford

March 8, 2019
I have taken my 2012 Ford Mustang into Capital Ford for the same problem five times. The car, intermittently, will not start ( I will refer to this issue as an ignition problem for clarity). I can open and close the trunk and then the car will start. I have what Capital Ford refers to as an after-market alarm and an after-market backup camera. These items were installed by the Ford dealer in Southern California when I purchased the car new in 2011.
My main problem with the service at Capital Ford is lack of communication. A service manager did call me once to request permission to remove my alarm. They did not call me to request my permission to disconnect my working backup camera or order parts. I must call them to get updates. The service representative and the service manager do not return calls. They will not tell you how much a repair will cost. When checking in, they do not provide documentation showing what services the customer wants performed. They never offer a loaner or a rental car. They have had my car for 10 days.
DETAILS OF ISSUES:
On February 5th, I took my car in for the ignition problem. They said the backup camera was not installed properly and they rewired it. The camera has worked fine since I have owned the car. This rewire of the camera did not fix the ignition problem.
On February 27th, I took the car in again and explained I still had the ignition problem. I received no calls until March 1, when a service manager, Victor, called and told me they had to remove the after-market alarm. He said it did not work. I reluctantly agreed. At 5:40pm the same day, the service rep called and told me my car was ready. He said he wanted to make sure my backup camera was working, so he asked if he could call me on Mar 2nd. He also stated that I might want to talk to the manager about my bill. I asked him the amount of the bill and he never answered. He never did call me on Saturday.
Monday, March 4th, I called at 10:55am and asked about my car. The service rep said they had disconnected my backup camera. Even though they had test driven my car, they wanted me to drive it for a while and see if the removal of the backup camera solved the ignition problem. I said I could not do that. The problem is so intermittent that it could occur the next day or in 3 months. I told him I wanted my backup camera reconnected. The had disconnected it without my permission. I heard nothing more until I called Capital on Thursday, March 7th, at 10:55am. The rep asked if he could call me back. I waited an hour and then I called Allen, another service manager. I left a voice mail. He never called. At 2:30pm the service rep called me back and told me they had ordered a part to fix my backup camera. He said part should be in on March 8th and he would call me then.