My Review Of Bill Collins Ford Lincoln Mercury:
I'd figure I'd support America and support our economy by choosing Ford. I had just gotten out of a Volkswagen and had the worst time with repairs. But what I found myself getting into was much worse than Volkswagen (so far anyways).
At first, I visited the Bill Collins dealership to get my oil changed. In my previous car, I had taken it to Valvoline and they charged ridiculous amounts of money for a simple oil change. 70 dollars for a high mileage, synthetic oil. I figured if I'd spend that much on an oil change, I'd be in good hands if I took it to a Dealership. I generally spend 35 dollars on my oil changes in my Ford. So I was happy.
About the 3rd or 4th time of getting my oil changed, I found myself being stuck in the waiting room waiting for my cars oil change. They had been calling me on the PA system, which has awful sound quality. I didn't hear the announcement. So I ended up waiting a whole hour and I finally went to the service tech and they said they'd been calling me on the PA. Why doesn't Ford have an pager system similar to systems used in restaurants? I'm not sure. Management issue here. Also during this visit, there was a lady having a problem with her car, and Tim comes into the cashier's office and the lady questions why she had to replace a part when he car has low miles. From what I perceived, he was not sympathetic to her at all. From what I interpreted, what he told her was "Well, all cars break down, too bad, deal with it". She replied back with "That's the last time I get a Ford, I promise you that".
The PA system is quite the minute detail a manager should deal with. The most upsetting part about my whole experience was when my check engine light came on. Since I have a 3rd party warranty, I was more than happy to come into the Ford Dealership to check it out. I am assigned to Tim, who was very courteous at first. He told me it was going to take the end of the day to figure out what the check engine light meant. I don't really know or care of the "why would it take so long" but I do recall my experience with the Volkswagen dealership. They had the problem determined in less than 2 hours and they had a solution for me and had it repaired within a few hours. Tim assured me he would have the problem figured out by the end of the day, and I trusted he could get the job done. I waited until I got off work and called his direct line. No answer, so I left a message.
The next morning he gives me a call back. He tells me he has good news and bad news. The good news being that the warranty was going to cover the part I needed to resolve the issue, but the bad news was that the labor was not being covered. I called up the the warranty place later on in the afternoon. They said the part and the labor for repair of the check engine light would be covered. I immediately the service desk to see what had been going on. Surprisingly, he didn't answer the phone, so I contacted the operator, and they forwarded me to his fellow service consultant. He looks over Tim's quote. He immediately tells me he doesn't understand why Tim includes some of the services being provided on the car. Since it was late and the service consultant told me no mechanics were available, I decided to figure out what the issue was the next morning. (Mind you two days have already passed and I've been asking people for rides).
I call back the next morning and got a hold of Tim again. I ask him to read everything he has on the service for the car. He suggested that I get service parts "cleaned". I told him to take the cleaning services off the service and told him to proceed with repairs.
I waited to get off work at 5:00 PM to call up to Bill Collins to see what's going on. To my surprise, he was waiting since 1:30 PM in the afternoon to receive a payment from the warranty company. At this point, I'm worried that I'll have to wait another day to get my car back. I contact the warranty place and they tell me they've already sent the payment and the dealership should call them if they have not received the payment. I call Tim and he says he just went over to the payment office to check on the status of the payment. I told him to contact the warranty company and they will send him over the payment by fax if the dealership had not received the payment. He takes a deep long pause, and tried to get smart by saying "Well, sir, this is the first time I've ever had to do this, but I'll do it."
...... 5 minutes later I get a phone call from Tim saying they received the payment.
I drive up to Bill Collins to get my car back. Waiting to make my large payment for Bill Collins to hook a small computer up to my car, and running a diagnostic costing me nearly 100 dollars, I overhear a lady asking the cashier if they checked the fluid levels on the car. Of course, no one did. I told her, "you know, this place is just awful. I wouldn't trust these guys" and I told her my story. She was very appalled hearing what I had to say.
Jumping in my car, I noticed that the car is in worse quality that it previously was. On the ticket, Tim writes that my car was jumpy, and assumed that it was the check engine light, but they've done work associated with repairing my issue, but the check engine light is gone, but the car still feels like it could turn off at any minute.
I'd like to say a few things to rap this up
1) My car is not old. It only has 54,000 miles. I'm already having check engine lights. This questions whether or not I will drive another Ford again.
2) I doubt I will go to Bill Collins again due to the service issues. Tim doesn't seem to take any initiative to resolve issues. I had to figure out how to minimize costs associated with repairs by myself. Not really his fault on the battery replacement that is needed, but the costs associated with replacement is outrageous.
3) They have a giant mission statement that they don't follow. The mission statement needs to be taken down. Period.
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