Avis Ford Inc

Avis Ford Inc responded

Thank you for taking the time to share your feedback regarding your recent service request for a Telematics Control Unit (TCU) calibration update. We understand your frustration with our service process, and we sincerely apologize for any inconvenience or misunderstanding. We appreciate you clearly outlining your request to update the TCU calibration to the current level as specified by the Ford Diagnostic & Repair System (FDRS), and that you were willing to cover the estimated cost. Our service policy requires our technicians to perform a comprehensive diagnostic check before proceeding with software updates, even when a customer specifically requests a calibration update. This is not intended to create unnecessary service work or increase customer bills. Rather, it is in place to: Ensure Proper Vehicle Functionality: Software updates can sometimes interact with other vehicle systems. Running diagnostics helps us identify any underlying issues that could be affected by the update or that may be causing the need for an update. Prevent Potential Complications: Updating software without addressing existing issues could lead to unforeseen problems or even damage to the vehicle's systems. Maintain Warranty Compliance: Performing a complete diagnostic check helps us accurately document the vehicle's condition and ensure compliance with warranty requirements. Provide a Complete and Accurate Repair: we want to make sure that simply updating the TCU will solve the underlying issue. We understand that you felt this was not necessary in your situation, and we regret that we did not adequately explain our reasoning. We value your business and strive to provide transparent and efficient service. We would like to offer the opportunity to discuss your concerns further. Please contact our Service Manager, Larry Sirgany, at 248-355-7500 at your earliest convenience. We are committed to addressing your concerns and ensuring your satisfaction. Thank you again for your feedback. We are constantly working to improve our service processes and your input is invaluable in this effort.

Avis Ford Inc responded

Hi Arryn, We apologize for any miscommunication on our end during your service visit. We have determined the issue with your vehicle. However, to get assistance from Ford, we need to physically inspect the car to pinpoint the exact problem. This involves taking it apart, which requires your approval. Unfortunately, you've expressed that you don't want to proceed with the repair. While we understand your frustration, Ford's policy requires this step to ensure they're helping customers who are committed to fixing their vehicles. What we can do is try to work with Ford to see if they can make an exception. However, they often require a financial contribution from the vehicle owner to cover part of the repair cost. This is because the total cost of the repair is significant. If you would like, and are able to communicate to us, we will reach out to Ford on your behalf and keep you updated. Please know that we're doing our best to assist you, but your cooperation is essential in this process. If you have any questions or concerns, please don't hesitate to contact us.

Avis Ford Inc responded

Hi Ms. Robinson, Thank you for feedback on multiple platforms. Your vehicle has not been in our shop for an extended period, making it difficult to directly link your current issue to past services. Additionally, your past visits were often contentious, and you accused our technicians of not performing necessary services, despite our efforts to accommodate your needs. We remain open to resolving your current concern, but we cannot accept responsibility for any repair not directly related to the current issue. However, it's important to note that any repairs will be based on a thorough diagnostic process and may not be covered by past services. We appreciate your understanding and look forward to working with you.

Avis Ford Inc responded

Thank you for your kind words! We're delighted to hear that you had such a positive experience with Avis Ford and your new 2024 Ford Edge. It's wonderful to know that Mr. Iron Johnson made the transition to your new vehicle seamless and informative. We strive to provide exceptional customer service, and your feedback confirms that we're on the right track. Thank you again for choosing Avis Ford!

Avis Ford Inc responded

Hi Jennifer, We apologize for your disappointing experience with your most recent purchase. We understand how frustrating it is when expectations aren't met. While we appreciate your loyalty to the brand, we understand that changes between model years can be significant. To best assist you with this matter, we recommend speaking with Ford's Customer Relationship Center at (800) 392-3673. They can provide more specific information regarding the technical specifications of the truck you ordered and the comparison metrics with the older model. We value your feedback and we're sorry our attempts to provide specifications we're not helpful for you.

Avis Ford Inc responded

We're thrilled to hear such amazing feedback about Gordie and your experience at Avis Ford, Margaret! It's our goal to provide exceptional service and finding out we've exceeded your expectations is incredibly rewarding. Gordie is a valued member of our team, and we're proud of his dedication to our customers. Thank you for choosing Avis Ford!

Avis Ford Inc responded

Hello Val, Your recommendation of Stan and the team means so much to us and we're so happy to have earned it. Thank you again for taking the time to let the world know about your positive experience. Have a great day!

Avis Ford Inc responded

Thank you for your positive review Robert! We're thrilled to hear that your sales person was able to find the perfect vehicle for you. It's our goal to provide personalized service and help each customer find the car that best suits their needs. We appreciate your business and hope you enjoy your new green Ford Edge!

Avis Ford Inc responded

Thank you for your wonderful review! We're delighted to hear that you had such a positive experience at our dealership. Our team strives to provide excellent customer service, and it's rewarding to know that we've met your expectations. We appreciate your business and look forward to serving you in the future!