Reason for Visit: Service
I recommend this dealer: No
My Review of Ferman:
Re: Service Complaint from 12/20/06
Dear Mr. Pandolfi:
I brought my vehicle in for service for the first time with the Ferman Service Department on December 20, 2006. I am writing this letter as a formal complaint of the services I received.
I called last week to schedule an appointment for an oil change and for my breaks to be checked out. The appointment was scheduled for 1pm. The day before my appointment I received a call confirming my appointment for 1pm on 12/20/06. I had a friend drop my Jeep off at approximately 12:45pm, in which he was told that he was late for the appointment. Scott had documentation that my appointment was scheduled for 10am.
I called the Service Department at 2pm to find out what the mix-up was with my scheduled appointment. It somehow turns out that I was scheduled for two appointments that day, one for 10am (which was never communicated to me at any point prior to my arrival) and the other for 1pm. Not a good first impression.
I spoke with Scott at approximately 2:30pm in which he advised what brake work needed to be completed and it should be done within approximately 60-90 minutes. Keep in mind that my friend was still waiting. My friend picked up the car at 5:20pm, nearly 3 hours later.
After speaking with my friend, he advised me that there had been a recall that was done and something with the ball joint needed replacement. He also said that Scott called me to let me know the additional work needed to be done because of the recall. I never received such a call. The only thing Scott and I discussed was the oil change, break work, and the antenna being replaced. I understand the additional work needed to be done due to the recall, but this lack of communication, which has been consistent throughout my first service appointment, does not reflect positively on your company.
After buying my vehicle from you back in August 2004, I have tried to purchase a new vehicle through Ferman Mazda. Many times have I been told one thing only to have another happen, only to get me to come into your sales store for you to try to sell something to me that was not previously communicated. It has been my experience that neither your sales team nor your service department has left a positive impression with me and leaves me no choice but to do my business with another Jeep dealership in the Tampa Bay area. Furthermore, I will ensure that my dissatisfaction is shared with others and will not be recommending Ferman for any sales or service needs. I am requesting that you reply with your CEO’s name and address within seven business days of receipt of this letter so I may further address my formal complaint.
Was this review helpful to you? Yes | No