After my wife and I purchasing a used FACTORY CERTIFIED 2007 Mercury Mountaineer back in Dec of 2009, I returned to the dealership 3 weeks later because the rear window defogger was not working. We did purchase an extended warranty but that did not cover the issue and since the truck was factory certified, they would repair the defogger. Upon picking up the truck, I noticed that the entire unit had not been adhered to the window and had to have the mechanic come outside and used double sided tape to adhere it. I had no way to tell whether or not it was working because unlike most other features, when your window is not foggy or iced up, you don't use it, Several months later, we went to use it and to our surprise, it was not working. I brought it back and the General Manager Walt, after some persuading, agreed to get it repaired yet again under factory guidelines but make me feel like he was doing me a favor. After many months later, it was not working yet again. We were told that Ford would not pay for a new glass that was needed. I asked what the term FACTORY CERTIFIED meant and was told that since they repaired it before and it seemed to be working because when the button was pushed and the light came on, Ford would not do anything. After some investigating and prodding, Ford agreed to getting us the replacement glass at cost but insisting that I pay 20% of the cost. SInce it was not working when we bought the truck, we feel that the dealership should take care of the balance but Walt disagreed. He says that he has done his part and cannot eat a bill for a window for which ""they fixed"" before and was working for some time. I still stand behind Ford products but will never give this dealership another dime. This dealership is like so many others in that they have no problem putting the consumer in the middle and washing their hands of issues that they should take care of. Buyer beware.
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