We've been using the service department here for a couple of years for regular maintenance on our 2008 Expedition. In general, our experience over the years has been OK. Expensive, but that's the premium you pay for a dealer vs. a local mechanic. You expect to get your car fixed the first time, and for the repair to be done in a timely fashion.
This expectation was not met at All American Ford. They replaced a "broken sensor" to the tune of $900 in January. We called a few months later when the dash computer message was coming on, same as before the repair. Rob in service said he'd put another tech on it, and apologized for the inconvenience. Even offered upfront to give us a discount on the new problem.
I'll spare all the technical details but it was clear that they were making good on the fact that the first repair was an error on their part. First it was a 30% refund, then up to 50% refund on the original work. That may have been enough if the technician would have kept in contact with us or finished the work in the estimated timeline. It took from Weds am to Tuesday afternoon to complete this work, all along being strung on with the "one more day" line. New parts were ordered and explanations given and then changed, more money, different parts, more time. This runaround all but wasted their good faith refund on the cost of my rental car! To which they explained, they have courtesy cars available, but only for customers who purchased their car at the dealership. No courtesy for the customer who spent a total of $3700 in service fees between 2 related visits.
The customer service rep at the desk does not look up at you or ask "may I help you". You can literally stand there for 5 minutes and she'll ignore you. When I spoke with a manager to explain my dissatisfaction with the communication, diagnosis issues and timeline, he gave me his attention for a few minutes and then argumentatively retorted and stopped giving me eye-contact. He asked "what can I do to earn back your business?" and then refused to listen to my response to his question. He had no interest in my business.
To top it off, all my belongings were hosed off and soaking wet when I left them in the designated service waiting area on an outdoor bench. So bags and car seats were soaked wet, for kids to ride home. I got a "sorry" from the manager for this extra inconvenience.
Please don't waste your time with this company; they are after clients financing new cars. Not in business to provide fair and competent service for Ford owners. More than once it was insinuated that my business was sub par because of my "older" 2008 model purchased elsewhere.
Good-bye ALL AMERICAN FORD!!