What has become of Ford Motor Company? After reading what happened to me, form your own opinion. I purchased a new F-150 Lightning on July 3, 2003. When I was handed the keys to my new truck, it had a document in the glove box. Please see attachment Owner Guide Supplement.

Today, I tried to schedule an appointment, for maintenance of my truck, with Gene Messer Ford in Lubbock, Texas. When I explained that the dealer would have to provide a loaner vehicle per the Owner’s Guide Supplement, I was informed that I would have to obtain special authorization from the Ford Special Engineering in order to be granted a loaner vehicle.

I phoned Ford at 800-367-3788. I was transferred to a new number (different department) three times during the one hour and thirty-six minute phone call. Most of the customer service representatives that I talked with were courteous but explained they were limited by their employer’s “guidelines.” The last person that talked to me seemed annoyed that I objected, at various times, to his “presentation.” He informed me that the truck’s warranty had expired in 2006. I read him the paragraph regarding The SVT Premium Service again. I pointed out that service after warranty expiration was not excluded. He then adopted a new position by explaining that the SVT program was no longer in existance and therefore a loaner car would no longer made available. I responded that I did not buy the truck from the SVT program. I explained that Ford Motor Company chose to terminate the SVT program. The Owner’s Guide Supplement did not specify that owner benefits of the SVT program would terminate with the closure of the SVT program.

I know that I bought a Ford truck from a Ford Motor Company dealer, not from Ford Motor Company. Actually, Ford dealers provided loaner vehicles to SVT owners for several years, myself included. It appears that Ford Motor Company now feels their marketing promise to provide a loaner vehicle is too inconvenient to honor. As a reminder, the Supplement states that a loaner vehicle will be provided. Period. No limitations or expiration. I suppose the profit Ford made from my purchase of the truck and the purchase of parts over the years are worth more to Ford Motor Company than their reputation. I didn’t modify the purchase contract to demand a loaner vehicle. Ford Motor Company influenced me to purchase the truck with the statement that a loaner vehicle would be provided as needed.

I notified the customer service representative that I would go to the internet to ask the many Ford owners and potential Ford owners to consider their opinion of Ford Motor Company. So you tell me, what do you think of Ford Motor Company?