McDavid Ford

My Service Advisor Erika was very helpful and professional. She assisted me with a list of maintenance work that I need to get done as my funds allow and was not pushy at all. professional. She assisted me with a list of maintenance work that I need to get done as my funds allow and was not pushy at all. More

Fist day I brought my vehicle in for issues it was there for 8 plus hours and nothing was accomplished. Service advisor had no clue what the issue was and when I spoke with the technician he had kept trying for 8 plus hours and nothing was accomplished. Service advisor had no clue what the issue was and when I spoke with the technician he had kept trying to force an update and the car wouldn’t take it. I asked if he had looked at the APIM and at that point the service advisor hustled me away. An hour later they concluded they couldn’t make any repairs that day and dint know what the issue was. I had been told when I set the appointment up the week prior that my issues would be solved the day of service. They weren’t. I was leaving highly upset and the service advisor, not knowing what else to do, suggested I speak to the service manager, Zach Walker. Zach ACTUALLY listened to the issues, UNDERSTOOD the frustration I was experiencing and actually took it upon himself to find a resolution. I had to leave that day and come back once a loaner vehicle was available. Came back 2 days later and worked with the same advisor again who, again just grasped the “high points” of my issues and dint really listen to what the actual problems were. Once the major issue was resolved the service advisor called to tell me my vehicle would be ready that evening. I asked about the other issues and I could tell by his reaction that he hadn’t even had the issues looked at. I made a call to the manager and just said “take whatever time to need to get it right so I don’t have to keep coming back instead of trying to rush it through”…. 2 days later it was all fixed and I was informed the service advisor was “no longer with us”…. All in all, Zach was great, Ruben was horrible and your folks scheduling service are t ill informed and absolutely terrible. Can’t say that making an appointment to make an appointment at a later date is really convenient or appreciated as a customer. Zach kept referring to my service plan as “premium” to which I told him the first day “you can stop saying that. Premium is just a name because NOTHING about this experience has been premium” to which he seemed to agree. I have made the determination that this is the last Ford vehicle I will ever buy due to the issues experienced with this vehicle and the inability to be able to get the problems serviced in a timely manner. More

Need to work on communication with customer on the status of the vehicle on when the completion of the repairs. of the vehicle on when the completion of the repairs. More