I took my 2013 Ford Escape to the dealer for a recall repair. The service tech left an oil line loose, then an employee drove my car and ran it dry of oil and blew the engine. That was in June.

The dealer tried to fix it by replacing the engine. I got it back in August, but it had a vibration and steering problem. I complained to Ford that I wanted my car replaced. I had not even owned it a year when this happened.

I have been given the runaround and switched to three different people taking over my case.

I bought the car new in July 2013. I am a travel nurse and need dependable transportation. I paid $15,000 down and have made monthly payments on time since I bought it.

I deserve better than this. I am nervous about even driving it now. I am so disappointed.

- Betty Dawes, Monticello, Ky.

Got a consumer problem? The ABC News Fixer may be able to help. Click here to submit your problem online. Letters are edited for length and clarity.


The irony of this whole situation is that you brought your car to the dealership to take care of a recall.

We decided to be hopeful. We contacted Ford Motor Company to tell them about your problem. Soon after, an executive liaison from Michigan got in touch with you, promising to work to resolve this.

At first, the Ford liaison told you Ford wouldn’t be able to replace the car, since it was an error made by the independent dealer and not a manufacturer’s defect. She was very apologetic and offered you a deep discount on a new car.

We told her you weren’t happy. There was a little more back-and-forth between Ford and the dealer, and you and your husband eventually heard back from the dealership. The dealer offered to replace your car, as long as you agreed to pay something for the mileage on the old car. You both finally settled on $2,000, and in exchange you got a 2015 Ford Escape Titanium with a lower interest rate and new warranty.

You told us you’re glad the dealer did the right thing. So are we.

- The ABC News Fixer

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Stephanie Zimmermann

Most people groan at the thought of spending hours on the phone with a customer service call center, but Stephanie Zimmermann relishes the chance to slice through red tape.

Before joining ABC News, Stephanie untangled consumer problems at the Chicago Sun-Times, where her popular column recovered more than $1.4 million in refunds, credits, and merchandise for consumers in the Windy City.

Stephanie, who lives in Chicago, has also worked at the South Florida Sun-Sentinel, and has bachelor's and master's degrees from the Medill School of Journalism at Northwestern University. But most of all, Stephanie is a consumer who hates to see anyone else get ripped off.