Springfield Ford Inc

I am requesting that Springfield Ford and Ford Motor Company reconsider the handling of my warranty-related door lock issue and reimburse the diagnostic and rental charges I incurred. On November 26, 2024, I brought my 2018 Ford Explorer to Springfield Ford, 50 Baltimore Pike, Springfield, PA, because the power door locks intermittently failed to lock using both the key fob and door buttons. The vehicle was under warranty. The dealership inspected it, stated the locks were operating normally, and performed no repairs. Approximately one year later, while the vehicle was still under warranty, I returned with the exact same complaint. Again, I was told the locks were functioning normally and no repair was performed. These were repeated complaints involving the same defect. The fact that the intermittent problem could not be duplicated does not change that I reported it twice during the warranty period and gave the dealership multiple opportunities to diagnose it. On July 24, 2026, the locks failed completely. I returned the vehicle on July 28, 2026. Although the warranty had expired, the dealership immediately diagnosed failure of three of the four door lock actuators and recommended replacement. This confirmed that the issue I had previously reported was an ongoing defect that had progressed from intermittent to permanent. I disputed the diagnostic charge because this was the third attempt to diagnose the same problem. While my vehicle remained at the dealership, the service manager was unavailable, and I was unable to retrieve it because inoperable locks posed a security concern while parking on Philadelphia streets. On August 3, I was told I had to pay a $300 diagnostic fee and six days of rental charges before my vehicle would be released. I was also denied any goodwill assistance. I ultimately paid more than $600. I respectfully request: • Reimbursement of the $300 diagnostic fee. • Reimbursement or substantial reduction of the rental charges. • Warranty/goodwill consideration for the door lock repairs. • Consideration of replacing the remaining actuator. This was not a new post-warranty problem. It was a defect reported multiple times while the vehicle was under warranty, but the dealership’s earlier inability to diagnose it should not eliminate warranty consideration once the defect progressed to complete failure. I ask that this matter be reviewed based on the complete service history and repeated warranty complaints.

Had great customer service and Tom Devito was top notch. He went out his way to make us comfortable and did a great job explaining all the new features of the truck. Would have given the dealership a 5, but their online business needs some help because when the person who runs that is away, someone should be around to answer the emails. Almost lost me because they didn't respond to my online request from cars.com 3 times.

I had a wonderful experience at this Dealership. JoANNE PIAZZA, made the process very easy!!.

It was great, one of the lady representives assisted me in my search thru email, she ask if anyone had responded, and talked with me about my interest. Thank you Ms. Kaaa

Tom DeVito and Justin Darabant went over and above to find a vehicle to fit my needs. They located it and retrieved it for me to purchase. I will continue to give Springfield Ford and Tom DeVito my automotive business

From start to finish best experience I've ever had Bob in sales took real good care of me, Fred in finance was unbelievable. I rate them both at 10 would go back for another vehicle when ready. Recommend to everybody.

Justin gave me excellent service. Had my truck ready to go in a timely manner even after I asked for the decals to be removed..

Great customer service all around, enjoyable. Larry salesman did a great job helping me find the car within my budget.

Larry was terrific. I highly recommend Springfield Ford! This was the most seamless car purchase I’ve ever had.

I dealt with Tom DeVito and it was a great experience. He goes above and beyond to make it a pleasant experience. Highly recammended.