Ford Authorized Service Staff Was Not Able To Provide Clarity Regarding Expenses

I am writing to express my dissatisfaction with the service I received at Erzurum Ford Cindilli. The original clutch ball for my vehicle's pressure pad was priced at the original part price along with labor costs. The service provided a price of 9160 TL with a 20% discount, and I promptly transferred the amount of 4000 TL as requested. However, the part orders were mishandled, and the promised discount of up to 30% was not applied. On the scheduled appointment day of 08.06.2023, I arrived at the service center at 09:00 in the morning and handed over my vehicle. Y**** , the service master foreman, informed me that there was excessive gap in the flywheel, resulting in a rattling sound, and recommended flywheel replacement. However, the service personnel informed me that they did not have the necessary parts from Ford parts stores in the industry, and they would need to order them upon my request. To proceed, the service approved my decision to purchase the flywheel from the parts store myself. After the assembly, they insisted that I sign a paper without proper explanation. I would like to bring attention to the consultant named Bu*** K****, who displayed malicious and unprofessional behavior with a disrespectful attitude. He used inappropriate language and showed a lack of customer service skills. Furthermore, during the repair process, it was discovered that there was a leak in the axle seals, and the master cylinder needed to be replaced, along with a transmission oil change. The total cost for these additional repairs was quoted as 1750 TL, which was later discounted to 1225 TL. Considering the previous calculation of 9500 TL, the total cost would amount to around 10700 TL. This is inconsistent with the initially calculated price of 9160 TL, representing a significant overcharge. I hold responsible the individual named Se***, who is in charge of human relations and resources. She conducted herself in an unprofessional manner, using inappropriate language and attempting to undermine our concerns. I request a thorough examination of the voice recordings from the conversations that took place on 05.06.2023 at 09:00 and 08.06.2023. I demand a detailed and corrected invoice that clearly specifies the brand, serial number, and model of the parts listed. I also seek an explanation regarding the origin of the changed parts and whether they were sourced from Ford or from external suppliers. It is crucial to address these issues to ensure transparency and maintain trust in the service provided. Lastly, I request a refund of the excess fee that was charged. It is imperative for Erzurum Ford Cindilli to rectify these issues and improve their customer service standards. I look forward to a prompt resolution to this matter. Hold service centers accountable for their pricing discrepancies and demand transparency in every transaction!