I had a very disappointing experience with EC Ford on - JesR
I had a very disappointing experience with EC Ford on 01/05/2024 and 01/06/2024. I received very, very poor customer service from two service associates: Kevin (when i dropped my truck off) and Joe (who called me the following day). When I approached the manager, Benjamin, about my experience, he was dismissive and treated me like I was the cause of the problem. There was no apology and zero acknowledgement of my feelings or my side of the exchanges between me and the service associates. I was made to feel as if I wasn't supposed to have asked questions about my truck and what they were going to do or what could be done.
One of my questions was just to know the name of the technician who'd be working on my truck. All three of them made a big deal about never receiving that question before and grilled me about why I wanted to know the tech's name. My reason was simple. I jusy wanted to know. This is hardly fulfilling part of their claimed Mission on their website of "We will constantly strive to meet the changing needs of our customers." So what of I asked a question they personally hadn't received before. I could have just been given the answer. Instead, they got combative.
When Joe called me that my truck was ready, I had a few questions that Joe wouldn't let me finish. He continuously spoke over me to the point I finally had to say "If I could speak now." I heard him say, under his breath, an annoyed "Oh my god." I stated "I heard that." He said that he didn't care and he'd say it directly to me. I simply stated I would bring it to Benjamin's attention later. The call ended very quickly after that with me just confirming what time they closed.
This experience was only made further disappointing by the fact that I received excellent customer service when I purchased my truck and when I took it in a couple years ago for two small recalls. Apparently, with different management of the dealership, the customer is not at all appreciated or respected. They hardly attempted to fulfill their claimed Mission of "It is our mission to exceed our customers and employees expectations and maintain their loyalty for a lifetime." or their claimed Core Value of "The Value of Dedication to Excellence: We believe there is no place for mediocrity and half-hearted efforts. We accept personal responsibility for overcoming obstacles and being the very best."
Disappointing to say, they clearly do not value or care to fulfill their claimed Mission or Core Values at all anymore. I'm glad there are several other Ford dealerships near, so the next time I need to go to a dealership, I won't have to return to EC Ford.
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