I purchased my 2015 Explorer Sport new in Aug 2014 from Peoria Ford. Ive taken it to them for service regularly since I bought it. My last experience I feel I have to share because I think customer experience is great as long as you purchase services or it's a warranty issue covered by Ford, but the dealer itself doesn't seem to "own" or take responsibility if something falls under them.
My last experience was Saturday July 8th, 2017. I took my SUV in for a routine oil change and Zaktec application. When I got my car back, I had a huge crack down the center of my windshield. I went back in the facility and told someone. He came out, looked at it, and asked if I had glass coverage on my insurance. While I do, I felt that was a really poor response to my problem. I was asked if I opted for the dealer car wash because "if you did, you signed a form that says we cannot be responsible for any damages in the car wash". I stated I did NOT get the wash as I just got my car detailed two days prior since I was getting the Zaktec application. The guy was completely apathetic and never once apologized. I asked him to get my service adviser so I could go over all this with him. He went in the building and my adviser, Logan Roberts came out and I went over all this with him again. Logan informed me that if anything could be done about it, that his manager could do something. I asked to speak to his manager. Turns out, the guy I was speaking to prior was his manager! Never once did he identify himself. He didn't come back out with my adviser. Nothing! So I was stuck this week taking time away from my job to do an insurance claim and schedule a windshield replacement.
If that wasnt enough!!! As I was driving my car home, I kept hearing and feeling a clicking noise every time i pressed the brakes. I called the dealer to speak with Logan. Got voicemail. As I got closer to my home, I rolled down my windows and the noise was really loud, which now made me more alarmed. I called dealer back. Finally got on the phone with Logan and held my phone out the window so he could hear. He said "wow that's really loud, I'm concerned for your safety". I agreed. He then asked if I could drive it in first thing Monday morning. What?!?! You're concerned for my safety, but don't even offer to send a tow to bring it back and see whats going on?? Turns out, they forgot to properly fasten a cover plate under the car and I had been dragging it the whole way home. So I had to crawl under the car to re-fasten as best I could to be able to drive the car. But again, had to take time away from my job to drive in Monday morning so they could make sure it was in fact secure. And I got "sorry about all this Mr Ashcraft".
Moral of my story; as long as everything goes as planned, you should be okay. HOWEVER, if anything does NOT go as planned, you are on your own and dealer does NOT have your back.