My Review Of Russell & Smith Ford:
The experience at Russell & Smith Ford started with a lie and continued to get worse, and worse, and worse…and worse. The car was dropped off on 3/4/13 at about 10 AM at their body shop, which is in a separate location from their main dealership and their mechanical repair shop. The car was to be ready “in a week to 10 days”. It is now 3/29/13 at 12 Noon and we still do not have the car.
The car was taken in for body repairs due to a car wreck and mechanical repairs that were separate from the body/mechanical repairs of the car wreck. We were told both could be done while we had the rental car for the body repairs from the wreck because the insurance would have to approve a supplemental check for more extensive repairs than they estimated. The non-wreck repairs included a windshield replacement, a State inspection, a driver’s side rear window not working, a drivers side mirror that had permanently burned in the shaded mode and the power pedals were stuck at the top with only a second of movement to the floor.
On 3/27/13 we went to pick up the vehicle “that was ready”, had been through their "quality control" inspection [WHAT A JOKE] and all repairs were complete, including additional repairs of a brake master cylinder, an idler arm, sway bar links, rear shocks and an alignment all discovered during a steering and suspension inspection we did not request or know they did for a State inspection. The mechanical repair shop noted a windshield whistle from an air leak, on there “test drive” for the suspension and contacted the body shop to see if the windshield had been replaced, which they confirmed. The body shop then drove the car and said, “ A window was down”. When I drove the car on 3/27/13 the whistle was there and they had not replaced the mirror, but were charging us $600+ for repairs not done to the car. This then made us question the other $2,000 plus in repairs that we had not know about but were supposedly done.
On 3/29/13, after calling for the owner at 10:45AM, after being told that “he was the only person over both the body shop and their main dealership mechanical repair shop”, and getting a call back from the VP-operations about where the car was and when it would be ready, [promised for 9:30AM 3/29/13, no call by 10:30AM, told by VP done on 3/28/13 4:20PM BUT NO CALL] we went back to get the car only to find someone in the car removing grease stains from the seats that were not there when we dropped it off and made it past their "quality control" inspection [NOW A BIGGER JOKE]. I drive the car and the power pedals are not installed/adjusted correctly, the alignment is pulling right and now the auto door lock button does not work {"quality control" inspection [NOW A EVEN BIGGER JOKE]}.
Imagine if you can this getting worse…well it does. The bill was not ready and was in 3 different parts, not including the wreck bill to add another part, the rental car that they were to pay for, for 7 days, was not resolved, enterprise rental car cheated and lied [another review] and we had to take the car to the main dealership to get the power pedals, alignment and door lock looked at, after paying over $2300 for repairs. We spent most of the afternoon [1PM to 4:30 PM] picking up a “completed and inspected car”. Russell & Smith Ford did pay for 7 day rental on the car and gave us a 10% discount, but this hardly makes up for all of time, expense, non-communications, miss communications, false promises and basically telling us many things that were not true or done correctly. An experience you do not want to go through EVER, and one we will not repeat.
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