Ford customer service !!!

# 21 for February 8, 2002

Complaints.com received the following e-message on February 7, 2002:

From: Frank Jones [Email User]

Ford customer service !!!

The original complaint with all the other emails !!!

I currently leased a vehicle in Texas. We were living in Texas and came back to Canada for family

reasons. I called there to see if there was some way Ford could help us as the lease payments with

the exchange are almost double and I am currently not working. My wife has been keeping up the payments until this month. However our registration has expired and we can not get a lease vehicle registered in Canada. We had a lease vehicle in Canada for 2 years before moving to Texas.

Ford Texas is telling us that the only way out is for us to voluntarily surrender the vehicle of course damaging your credit rating. Is there any way that Ford Canada can help us out by allowing us to return the vehicle in Alberta and leasing one here. We are at our wits end about this and don't know where to turn. I would really appreciate a response so that we can get this problem rectified as quickly as possible. You can reach me by phone or e-mail.

I need to know what to do in this situation as we need a vehicle and hopefully it can be a Ford.

Thank you for your help in this matter. Well I wish to express my dissatisfaction with Ford in general... I'm told by your US counterparts to contact you because I'm in Canada and now your telling me that its a US account and you will not assist me in taking care of the problem.. I don't call this taking care of the customer..

I'm trying to resolve this and I am being bounced back and forth with both you and the US side telling me that the other will take care of the problem, I don't know what to do now.. Who else can I contact in Ford to resolve this problem..

To show you what kind of problem this is causing me... I just got off the phone with Joe at 877-896-7256, and he has explained that because I am living in Canada that the Canadian side will take care of it... What am I, the CUSTOMER to do now ??? what would you do ?? is this the way you want

to be treated as a customer ?? Please supply me with a name of someone within your organization that I can talk to resolve this problem PLEASE .

----- Original Message -----

From: "Ford Credit Canada"

To: "Frank Jones"

Sent: Thursday, February 07, 2002 2:10 PM

Subject: Re: Fw: Red Carpet Lease Accounts (KMM843725V14541L0KM)

Dear Frank, I am sorry but the options we gave you before are pretty much the only ones. If you can get someone to transfer the lease to in the us or to get someone to buy your vehicle. Because this is a US account, we can not do anything to it. Hopefully things will work out for you. Thank you for writing. Sincerely, Marie-Julie Seguin

Ford Credit Canada Original Message Follows:

------------------------

Hello,

I was wondering where this situation is right now.. I was called by your US counterparts wondering what has been worked out.. ?? Could I get an update

??

----- Original Message -----

From: "Frank Jones"

To: "Ford Credit Canada"

Sent: Friday, February 01, 2002 2:17 PM

Subject: Re: Red Carpet Lease Accounts (KMM825340V93533L0KM)

We knw that the payoff is approximately 21,700. U.S. which is approximately 35,000. CDN. I am unemployed at the monment and can not get a loan to pay off this vehicle. It is surprising that Ford US and Ford Canada are acting like two totally different companies. If we could buy it out we would have done that. Ford USA says the only way is to buy it out and on top of that we would have to pay customs to bring it into the country . We cannot afford to do this at this time.

When we left Calgary to go to Texas we had a Canadian vehicle. The US dealer took that vehicle and replaced it with a US lease. I guesss the only difference is that that lease was ended when we got the new vehicle. We would like to return this one and replace it with another lease. We now have a vehicle which we can not drive nor can we pay for it.

This situatiion needs to be resolved for both parties and Ford USA recommended that we speak with Ford Canada to get this resolved.

Please help in any way you can. We have leased fronm Ford in Canada for 2 years with not a late payment and with Ford USA for 1 and a half years with no problem now we need help.resolving this issue.

Thank you

----- Original Message -----

From: "Ford Credit Canada"

To: "Frank Jones"

Sent: Friday, February 01, 2002 1:07 PM

Subject: Re: Red Carpet Lease Accounts (KMM825340V93533L0KM)

Dear Frank, Thank you for contacting Ford Credit Canada. Get in contact with the original dealer and find out what the payoff amount is. If you can get a financial institution to finance you they will be able to payoff your loan in the US and convert into a canadian

RETAIL account.

You cant bring a leased unit from another country in here, nobody will insure you and you wont be able to plate the vehicle. Unfortunatly Ford Credit only buys contract from Canadian Ford dealership. Find out about that amount and see with a bank how much it represents in Canadian $$$. Good Luck ,

If you need more help, email us again and we will see what we can do to

help. Sincerely, Marie-Julie Seguin

Ford Credit Canada