My Review Of Citrus Motors Ford and Kia:
I leased a new Ford Edge about a year and a half ago. When we finally came to an agreement on the price, the sales guy was drawing up the paperwork, so I decided to step outside while I waited. About 5 min later, the sale guy came out and offered me this "package" that included free oil changes, free car washes, free tire rotations and quite a few other offers through the two years of my lease. Advising me that my payment would only go up @ $20 a month, I figured this deal was too good to pass up. What the sales guy forgot to mention is that the coupons would expire once I hit 30K miles. First off, had I know that MINOR detail, I would never have agreed to add this package, knowing darn well I was going to go over the 30K mileage within the first year or so.
Anyhow, I took my vehicle in on a Saturday morning, handed the service guy my coupons for an oil change, tire rotations and windshield wiper blades. Before leaving, I started to look at the new cars this thoughts of possibly upgrading my vehicle at the end of my lease instead of purchasing it, as were my original intentions. While I was looking at that the cars in the showroom, the service department call me to inform me that my coupons were expired and that I would have to pay for my services because my mileage was 37K.
Needless to say, I was quite irritated with this new information. Since I was already in the showroom, I went to manager, Jose Polasek, who advised he was going to "take care of it". He walked over to the service department, then returned and went directly to his office. About 5 minutes later, he walks out with a paper advising that the package I purchased expired after 30K miles. He then advised that he was going to cover the services we had requested that day but the rest of the coupons I had would not be honored.
As any other person who had been misled, I was very frustrated. At no point did I raise my voice or cause a scene, but I did advise him that I was lied to and I don't think it is fair that they are not honoring the rest of the coupons I had. I then said thank you and got up and proceeded to walk out, obviously unhappy. Right as I was about to walk out, the "Manager", Jose, raised his voice and told me "I don't have to honor your coupon because you are being rude" I was in shock that a person in this customer service industry had just come at me in such an unprofessional and rude tone. I turned around and explained to him that he should understand my frustrations, given that I had just realized I was lied to and that FORD did not have any intensions of compensating me other that covering the services I had requested that day. He then proceeded to tell me that he was doing me a favor and I should be more appreciative....REALLY????!!!! In other words, I did not have a right to be frustrated that I was lied to just because he was taking care of my services that day. At that point, the fact that I had been lied to became such a small issue as the fact that this "manager" was now causing a scene on the show room floor talking to me so disrespectfully. My response to him was "you should understand my frustrations. Even though I am frustrated, I still said thank you before I was about to walk away". There was no need for him to make his comment that he didn't have to offer the services for free that day. Once I walked away after that awful encounter, I got in my other car to go home while the services that he promised he would cover were being done. Once I got home, 20 minutes later, I receive a call from the service department, asking if I still wanted them to fix the minor chips in my windshield that my insurance was going to cover. I asked about the other things that I took my car in for, and the gentlemen I spoke to advise that, once I left, Jose called him back and told him that he would no longer cover the other services.
I could go on for another few paragraphs to tell how unbelievable upset I was. I have never in my life resorted to writing a review online about service I was provided, because I have NEVER been so mistreated as I was that day. I am very serious about escalating this issue to ensure my voice is heard and will continue until some kind of positive results transpire from this horrific experience I encountered at Citrus Ford.
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