I purchased a 2014 Ford Fusion Hybrid from them in March 2014. The sale went smooth and I was very impressed with the professionalism of the sales staff and the value I got for my trade.
Skip forward to the beginning of this year, I started hearing a loud rattle coming from the rear driver side area of the car. I opened the trunk and pulled aside all of the carpeting back there and could not find anything loose. I had a appointment for an oil change so I asked if they could look into the rattle as well. When they finish the oil change, I am told that the rattle is from some items I had rolling around my trunk, to which I open my trunk and show them that it is empty. I also see then that one of the knobs that hold the battery cover on is missing, and let them know that. I am told "someone will get back to me", and as is a common theme in these reviews, no one ever does.
It came time for my next oil change, and once again I let them know about the rattle. I get my car back and am told that they can hear the rattle, but have no idea what is causing it. "Someone will get back in touch with you" I was told yet again, and yet again weeks go by with no one calling.
I then receive in my email, a survey to let them know how they how they did. I let them know that I no longer have any faith in their service department, and do not appreciate the lack of communication of issues. Wouldn't you know it, I was contacted by them to set up an appointment to see their service manager to go for a test drive to see what the issue is.
I bring the car in and the service manager leans on the back and hears a click on the driver side rear and says he knows exactly what is wrong with the car and we can schedule an appointment to fix it. He also apologized for the fact that it took him five minutes to find what no one else could find in two other visits.
An appointment was made for me to drop off my car at night and have it fixed the next day, on my day off, so it would be ready for me to take to work the next day. The next morning I received a call from my service advisor with the price, and the it wasn't covered under the extended warranty I had purchased with the car. He also told me that they didn't have the parts in stock and that they wouldn't be getting them until the following morning. At this point my hands are tied, I need my car fixed but also need to be able to get to work the following day. He assures me that he can have the car ready first thing in the morning for me, and I let him know I'll be in when I get out of work to pick it up.
I borrow my mother's car so that I can go to work the next day, since they never offered a loaner car to me, and come back at 4:30pm to pick up my car. The receptionist asks why I'm there and if I was called that my car was ready. I told her, no, but my service advisor told me that the car will be ready first thing in the morning. She tells me to wait in the service advisor's office, which I do for close to 10 minutes before he shows up. He spends time looking for my paperwork, and then informs me that the parts never came in and they would be in in the morning. I am now getting very annoyed that nobody bothered to let me know that my car wasn't fixed, and the service advisor claimed that he had called me that morning to let me know. He shows me his notes on the contract to which I show him that those notes were dated the day before, and that was the time that he had called me to go over the quote.
So now I'm very angry and fed up with the lack of communication. I tell them to give me my keys and that I am done, 3 times now they have failed to fix this issue. And then they can't find my key, it took them 10 minutes to locate them.
I am so tired of the lack of communication and the fact that they will not own up to their mistakes. I am now back to driving a car with bad shocks, since I cannot afford to miss work due to not having transportation, and I cannot inconvenience my family any more than I have.
Plus, I have just found out that the parts they were charging me for would have been covered under warranty if they had fixed the issue the first time I had brought it to their attention.