I wanted to take a second to pass along some feedback about a visit to the Matt Castrucci Ford Service Center in Alexandria, KY. I own a 2013 C-Max Energi purchased from a dealership in Chicago as an off-lease, pre-owned car. The Chicago dealer didn't bother to complete any of the C-Max related recalls while in their possession, so I was forced to schedule a service appointment in order to have 4 safety and/or performance recalls completed on my car. When I arrived at the dealership, I was immediately impressed with the people and the facility! I've owned many BMW's and the BMW Store service experience is my baseline for quality customer care. I had no doubt that my time at Castrucci Ford would be fantastic! The service was completed in a timely fashion, and I received a follow-up call from my service adviser letting me know that my car was done and available for pickup. Upon arriving back to Castrucci that evening, I found my C-Max parked in the "rental car row" at the front of the dealership. I immediately walked around the car to inspect it and found that it had not been washed, something that I guess I take for granted as I assumed all dealerships wash customer cars. Upon checking in with the service folks, I spoke to my adviser to ask about any notes made during my full vehicle inspection, and he shared that they had "only" completed the recalls. This may have been just the way in which he said it, but my interpretation of his tone was that a vehicle inspection had not been completed, and also no paperwork was available showing an inspection. This really bummed me out, because that day was literally the final day of my 3-year warranty. When I scheduled my appointment, I had asked for a full inspection to confirm and verify that I didn't have any torn boots, irregular bushing wear, or anything else unusual that could have been covered by my full warranty. Armed with that disappointment, I headed out to my car where I once again had a disappointing moment. You see, I chose Castrucci of Alexandria for my service, because they are the only Hybrid/Electric certified Ford dealer in Northern Kentucky. I wanted to be sure the "right" people saw my C-Max Energi. Again, I have very high expectations for customer care, but I found my electric car with zero charge which truly shocked me since I know the dealership has a 240-Volt Level 2 charger. Overall, my experience with Castrucci was positive, but with three minor tweaks, it could have been amazing! I may return in the future to service my C-Max, but I also may not. Right now, there simply aren't any incentives for me to return.
Suggestion #1: Wash customer cars.
Suggestion #2: Inspect customer cars and document the results.
Suggestion #3: Charge your customer's Electric Vehicles.
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