This is the first time I have given a less than excellent in my experience at this dealership. I have the very best Salesperson in Roger Pitcock and Service writer in Brian Mitchell who did their best to appease my impatience.
I arrived at my appointment on time at 8 AM. Every one was prompt to document my issue (drivers side power window switch was functioning intermittently. I was told that the switch was a module (of course) and they had to get it from elsewhere. I said fine and since I was waiting for the vehicle I was told it would be about 2 hours. This is where the wheels fell off.
By 10:30 my status inquiry was met with an explanation that they are waiting for the parts which will be delivered by a courier service near the airport. I was told the part was at Bill Estes Ford in Brownsburg and the courier may get caught up in traffic.
By 12:30 pm, I was still waiting. Finally, at 1:00 I was summoned to the cashier as my car was finally united with the part.
My point is this; if the parts department is responsible for securing the part, and they know form the order slip that the customer is waiting, they should be quick to establish a deliver time. If it is a courier service, shame on the service for taking that long. If I had been given the facts, I would have driven to Brownsburg myself and been back long before this courier service for sure.
After 3 vehicles with countless service visits, I have been given a level of service expectation that I could count on. This was very disappointing...And seeing mechanics waiting at the service desk for parts as well cannot be a profitable .
If I had not had a knee replacement 4 weeks ago, and would have been told the timeframe, I would have elected to secure a vehicle or reconsidered the appt.
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