Business ProfileforKelly Ford

I bought a 2016 **** Focus from the Kelly Ford Dealership in *******, ** in 2020. Shortly after taking possession of the car, I noticed a pause when pressing the gas pedal to the car moving forward. I asked about this to the salesperson and was told that is part of the fuel saving in that the fuel cuts off while the vehicle is not in motion. I got used to it, but it slowly got worse over time. Last year I started having shaking in the car when it was on the highway, much more when breaking. I was told it was probably the rotors being worn. I had all the rotors and breaks replaced and still the car would shake. Last month the car really paused before moving forward in a jolting fashion. I took the car to my mechanic, and he said I should have a Transmission Flush. I took the car to the *********************** dealership and paid almost $400 for a transmission flush. This was a few weeks ago. They never at any point from the time I purchased the car up to this point mentioned a defect was known with the transmission on the 2016 **** Focus. I was on 128 the week of January 22nd and while driving on the highway, the car would seem to slip out of gear into neutral. It was also slipping out of gear more when on town roads. It was obvious something was wrong with the transmission. I again brought it to my mechanic, and he said it needed to go to the dealership immediately as this was a safety concern. He looked up the car and said there was issues with the Focus Transmission noted in a **** Bulletin to dealers (attached) and it described exactly what my car was doing. I immediately went to the ******* dealership again and said there is an issue with the transmission slipping out of gear and apparently this is a known issue, that my car was a safety concern and I needed it fixed ASAP.The service person told me they are aware of it and that they couldnt look at it until February 13th, that they would need the car for a couple of days to diagnose, but that if it wasnt the issue noted in the Bulletin, it would not be covered. I told them this was a safety issue, I work in ********, ** which is a long commute, and I cant let my son who is newly licensed use the car because it is a safety hazard. How is this not a priority that **** would fix their own safety defect known to them? I was told it goes by appointment and that was the earliest they could look at it. Feeling I had no choice I said give me the appointment, On Monday January 29th on my way to work it was even worse, I knew it would not make it to Feb 13th and when I got to work, I called **** Motor Company and expressed what I wrote above. The person for **** had me hold on while they looked for an earlier appointment at other dealerships. The person came back and said they could get me in at the ******* **** Dealership on Monday Feb 5th. Again, I expressed this is a safety thing and that it does not seem right this would be taken care of right away or that they should cover a rental until such time the vehicle could be repaired and made safe. I was told they dont cover rentals for this. Again. I felt hopeless and said give me the appointment for the 5th then. They sent me confirmation of the appointment at the ******* **** dealership for the 5th. (attached) On my way to work the next day (Tuesday January 31), the dashboard message went off with a WARNING, Transmission Overheating, Pull over safely. I was able to get the car off the highway and it would not go in gear. I pulled over to the side of the road seemingly stuck. I called my mechanic, and he said wait 20 minutes and let it cool down and then the **** ******* Dealership was less than 3 miles from where I was. After 20 minutes I was able to get it to move slowly with my hazard lights on, with 2 more stops because the warning came on again and I had to let it cool down for the gear to engage again and be able to move forward.I got to the dealership in ******* and went inside to service. I told them the story and that the car cannot be operated safely, I couldnt risk it any longer, that I had an appointment for Monday, but that the car was there, and it would have to stay until it could be fixed. The service guy looked for my Monday appointment and said there wasnt one. I showed them the email confirmation I got (attached) and they said that is the **** Motor Company pushing an appointment through the back door and that they didnt have room for me, and they wouldnt be able to look at it until the end of the month (February). I went back out and sat in my car again, called the **** Motor Company again and asked for an explanation as to why there was no appointment. The person then put me on hold and when they came back said that the dealership couldnt take me until the end of the month, but that her records show I have an appointment with the ******* Dealership on the 13th. Exhausted and frustrated I told her I was aware of all this, that they set me up for the earlier appointment which didnt actually exist, had me running in circles and that it is their vehicle I purchased, has a safety issue, a recall bulletin notice that they keep secret unless a customer like me almost risks their safety on a highway with a defective transmission and that it IS NOT RIGHT they dont fix this ASAP. I further told her that I understand the dealerships have appointments and may be backed up, but that there should be a priority on **** vehicles under warranty or have a known defect that cause a safety/operational issue. I asked if I was to take it to a transmission repair shop, would **** honor the no cost to the owner in their bulletin since they cannot resolve the issue in a timely manner themselves. She said they would not, that it had to be done by ****. I then inched the vehicle through backroads with my hazard lights on back to the ******* dealership, I was told once again they would not be able to look at it until the 13th and if it meets the warranty then they would advise. I said it is just not right I have to rent a vehicle for possibly a month at my own expense because of their defective equipment that I still must make payments on this inoperable vehicle through no fault of my own or anyone else but ****** They said that is all they could do.So, I had ******* Enterprise bring me a vehicle which will cost me $380 a week out of my own pocket until I even know if they will cover the issue with the transmission. I say if because the dealer said if its not that specific issue, then I would have to pay for the transmission repair, even though the exact issues outlined in the bulletin are what is happening. On Tuesday the 13th, the day of my appointment I went to the ******* Dealership and asked if my car got in. They said no, ******************** called out sick. I called yesterday the 14th, again, they said it had not been seen yet and they would let me know when it does. The car is still sitting there and has not been seen, I am up to $1000 in rental fees and adding everyday. Why they don't give me a car is beyond frustrating as it is their defect and their fault, yet the service people don't seem to care, the **** people you talk on the phone sound nice but provide false information like the fake appointment they previously gave me.They should cover a rental until they meet the repairs outlined in their own warranty extension.