First impression is their great but over time that feeling declines. I purchased my Pre-Owned 2007 Ford Explorer in December of 2010. I have always taken my vehicle to Earnhardt Ford in Chandler, AZ. I figure what better people to bring it for maintenance and upkeep than the very dealership. However recently, I have made the decision to go elsewhere to maintenance my vehicle. And here are the reasons why:
My vehicle has an ABS issue. At times when driving my truck all of a sudden I feel the whole front end shift (into what feels like a lower gear), I then place my foot on the break and I can feel a pulsating sensation under my foot and a hard metal to metal grinding noise. The ABS traction light comes on immediately. Sometimes the light stays on and other times it goes out. I have brought my truck into the dealership on numerous occasions regarding this issue. October of last year, 2013, I was told it was the Yaw sensor causing the issue. I paid my $100 deductible (under my extended warranty) to fix the issue. Not long after replacing the Yaw sensor the problem soon arouse again. I purchased new tires in March of 2013. I had a flat replaced in February of 2014. When I brought my truck in in March of this year, 2014, once this issue occurred again, I was told the ABS issue was possibly due to the tire circumference from the one new tire than that of the other three. Mind you, this is the most ridiculous thing I've ever heard as this ABS problem was happening before I purchased the new tires. I have 98,000 miles on my truck. When I reached out to Service Manager, Jim Fitz, I asked if Ford was waiting for my extended warranty to go out. Jim replied, no, that’s how he gets paid. Please explain that to me because I find that hard very hard to believe. When speaking to my Service Advisor, Suzette Beam, I asked, if my extended warranty goes out and they finally diagnose the issue, would it be covered. She no, it would not. Ok, that’s extremely frustrating. It should be since Earnhardt Ford has been working on this for a year now. This is a serious safety issue. I don’t feel comfortable trading in this truck nor selling it to anyone. It would be the wrong thing to do. The last time the problem occurred, the front end shifted so hard that I immediately looked in my rear view mirror to make sure I wasn't going to be rear-ended. Luckily, no one was behind me. It took me breaking several times for it to finally let loose and drive normal. For nearly a year now I have taken my truck to the Earnhardt Ford dealership for diagnosis with no resolution to the problem.
The customer service at this location has really changed over time. I have left messages for my Service Advisor, Suzette Beam, on numerous occasions - receiving no such response in return. A while back in trying to reach her, her voice mail said she was in the office but I soon found out she had been out ill for a long period of time. Her voice mail should have been changed to say otherwise or forwarded so someone else could have assisted her customers or someone should have made it a point to check her messages while out. And when she returned she made no necessary follow-up calls. Why wouldn’t she? That’s what you call great customer service. Recently I’ve tried contacting her to receive her voice mail once again. I asked for a call back and once again, received no such follow-up. In calling the front desk I’m told she’s in.
Service Manager, Jim Fitz, has made it a priority to assist when I’ve reached out to him regarding my ABS issue. The last we spoke, I told him I wanted my money back regarding the YAW sensor as that’s what I was told was causing the ABS issue and it’s not. I told him I wanted to bring my truck elsewhere to be serviced. He asked me to bring my truck in, and I did, but once again nothing was diagnosed and nothing further was said about getting my refund on something that did not fix my trucks issue. I sent him an email dated June 18, 2014, basically telling him I would no longer be servicing my truck at that location as my frustration lies in that, I find it hard to believe that Ford cannot diagnose my truck’s ABS issue and also mentioned the horrible customer service by my Service Advisor, Suzette Beam. I never received a reply from him regarding my sent email.
I then felt it necessary to contact Jim Fitz’s manager and was told that person was Larry Stornjohn. Throughout my first initial conversation with him he tried interrupting me a couple times but I kept on talking, as I wasn’t finished telling him my concerns of that location. He seemed more interested in asking me what he could do than to actually listen to the problem. At that time I told him there was nothing he could do as I was not planning on taking my vehicle back to that location. He told me to contact him if there was anything he could do. I then reached out to him the following week. Receiving his voicemail, I left a message that I would like the original $100 I paid to diagnose the ABS issue on my vehicle the first time I brought it in as well as the $100 I paid to replace the Yaw sensor. After a week of hearing no reply from him I then reached out to his assistant, Deena. Larry made contact with me telling me he never received a voice mail from me. Needless to say, when speaking with Larry this morning he said after reviewing all my service paperwork, that I was not charged a diagnosis and the only thing I paid for was the $100 for the Yaw sensor and I’m not getting that money back. He mentioned they did a lot of things on my truck at no charge to me. Well what things? And if you chose to not charge me, that was your decision. That still doesn't change the fact that my ABS system is still faulty and a major safety issue. When telling him about the last diagnosis they gave me about the circumference of my tires he then said, “O, you got new tries from us?” My reply to him was, “You would have known that if you reviewed all my paperwork like you just said you did.” He then firmly flat out told me he’s not giving me back the $100. I told him I was filing a formal complaint with Ford Motor Company. His reply, “You do that.”
This dealership must remember one thing – the majority of the time they get customers by word of mouth.
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