AVOID THIS DEALERSHIP!
In May of this year my family decided to upgrade from a small sedan to a missile sedan. We really like the Ford Fusion and had shopped a couple dealerships, until we found a Fusion we liked. We ended buying from Courtesy because of the amount of trade in they were going to give us. However, that is not this businesses problem. Shortly after we purchased the vehicle we were involved in a car accident and had the car towed there for the body work based on the fact that it was new vehicle and they should be able to provide the best service.
They do not have a body shop on the premises, so the send it to a shop that they do all their body work with. The shop was very good and helpful but the work was not to our standards when we received the car back. Prior to us even getting the car back we were told that the vehicle was at the dealership and needed to have an alignment. We were told by the service department that they would call when the car was ready, this was on Thursday. They never called to let us know the car was ready. We figured that there was still work to be done. I ended up calling on the following Tuesday and was told the car had been ready since Friday. I asked why nobody called and I was told that one of their workers took time off and the workload must have been too much for them. First off, I don't know how you can be too busy to make a 2 minute phone call to a customer to tell them their vehicle is ready. Second, why would you even say something like that, like my satisfaction is not important enough. So, since nobody informed me that the car was ready I incurred 4 extra days on my rental car that my insurance would not cover because it was passed the amount they would cover. The people in service and the general manager tried to tell me it was our fault that we did not pick up our car even though nobody seemed to care if the car was picked up.
When we received the car the body was not aligned properly and they tried to tell me that is the way all of the cars were. Before they had said that, my wife and I looked at brand new ones that were aligned properly. Then they tried to tell us where the damage occurred that it wasn't going to be fixed. I told them that they needed to send it to be worked on again and they finally agreed to send it. We were supposed to drop the car off on Sunday for them to take it to the body shop. I called on Sunday to ensure that there would be a rental car for us, but when I called the person that I spoke to had no clue about what was supposed to happen. Again, I was very frustrated and felt like we didn't matter. I then called on Monday and was told I was going to have to wait a couple more days to bring the car in.
I brought the car in and it was taken back to the body shop. Today, I was actually called and told my car was ready for pick up. When I went to pick it up I saw that the alignment was still not to my satisfaction but I honestly don't think it can get too much better because of where the accident occurred. I can live with the fact that my nice new car is not going to be perfect the way it was, but as I was inspecting the car I found a gash in the molding where the work was to be done. I told the service manager that I was not happy with this new problem and he told me there was nothing he could do. He dealt with mechanical and not body work and it was out of his hands and he had no power. If you're the service manager you should have some power and you should inspect the work that comes back to your department. He said he wasn't going to do anything for me and if I wanted I could talk to the general manager. I went to speak to the general manager and he told me that he was done with trying to fix my car. I if I wanted anything done I was going to have to talk to my insurance. The general manager had the audacity to tell me he was done with me. He basically told me in not the actual words that he did not care about the satisfaction of his customer. I don't know what kind of business they are trying to run there but they obviously do not care about providing service that is geared towards customer satisfaction. I then asked for a receipt of work and was told that I would get one in the mail and that they had too many other services to be done to give me a receipt.
I am just totally disgusted that I even purchased my car from this dealership and then decided to get the body work done through them.
Luckily, the body shop is far more concerned about the customer and said that they will fix the issue. All the dealership had to do was say, ok we'll get this fixed but they didn't care.
AVOID THIS DEALERSHIP!
Happy car hunting.
General Manager and Service Manager
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