Business ProfileforRussell & Smith Ford

I took my 2014 Ford explorer for a repair to the alarm / key fob system. They charged me $800 for the repair but it did not improve. I took it back and they stated that the part that I needed now, was obsolete and they could not get it from Ford. I asked to speak to a manager 4 times, but no manager reached out to me. I asked where I could file a complaint, and they game me the contact information to the manager that failed to reach out to me after 4 requests to have him call me. After one month of the car being in there possession without forward progress, I elected to pick up my car and take it home without being repaired but charged $ 800.00. When I picked it up, they told me that they would continue to try to get the part and a manager would call me. That was about 3 weeks ago. I am still waiting for a call.

First and foremost, we apologize for the lack of communication from our Service Director. The text message requesting a call was not forwarded and he was unaware of the request. He has since called and spoken to Mr. ******. We continue to look for the part no longer available from the manufacturer. We have checked ****, used wholesale parts distributer and are attempting to see if any other model year units would work. We understand the frustration completely and are diligently searching for a solution to the now obsolete part required to repair the issue. The first repair was successful and most likely the component which corrupted the "next part in line." Below are notes from our file:   Mr. ****** came into Service for Keyless Entry Remote Range issues. Technician followed testing procedures and pinpoint test stated that the Radio Remote Receiver had failed (Part – BB5Z*15K602*L). The part was replaced, retested, and the system was working properly. The next time Mr. ****** came in, the concern stated that the remote buttons had to be pushed multiple times before the vehicle would unlock. Again, our technician diagnosed the concern and Pinpoint test led to a failed Remote Function Actuator Module (Part – BB5Z*19G481*U). This module was more than likely corrupted by the failure of the first module. We attempted to order this module for Mr. Ruibal, but the order was denied due to the part being obsolete. Ford has discontinued making this part and we can’t get it. We have attempted to find a part online for Mr. ****** in an attempt to help him, but we have been unable to find any vendor that can get one. The part has been discontinued and is no longer available. Please see attached documentation for part status. r