I really did not want to leave a negative review, but at - W. Wilson
I really did not want to leave a negative review, but at this point, it is deserved. I have a 2024 Ford Maverick with 60k miles. Full disclosure, I did not purchase the truck from them. This review is for the service department,
On May 3rd(26) I was driving and it started overheating. I was getting two codes (P26CA, P26D0). I took it to my Long-Lewis Ford becauase I assumed that a dealership would have the most qualified technicians and most up to date technology. I dropped the truck off at night and called back at 3pm the next day to get an update. They told me they did not have one and they were working on it. At that time I was already on my way to the dealership and when I pulled up, the truck was parked away from the building and I could see several techs sitting in office chairs spinning around and not working. That is a red flag. If you have a complete lot of cars in the service department and nobody is working, that means there are other customers in the same boat waiting on their car. I went in to speak to service advisor. He told me that they needed another 24-48 hours just to diagnose the issue. I told him that was completely unacceptable considering the techs that were just hanging out in the bays not working. He told me there was nothing he could do. I told him I would be back the next afternoon and if there wasn't some sort of progress, I would have to take it somewhere else. I left the shop and then decided to text the owner of the Long-Lewis group, Todd. I explained that the service department did not meet my expectations that I used the dealership instead of an independent shop because I had higher expectations. He responded and said he would look into it and get back with me. Amazingly, I had a call about 10 minutes later from Mark, not sure of his title, but he was extremely invested all of a sudden and told me he would get it worked out. The next morning I got a call and he told me that the water pump needed to be replaced. I asked him how they were able to diagnose it that after the adviser aid it couldn't be done. He said that he the service manger is the one who went out there that morning and found it. At that point I asked why a certified tech missed it and the manger could find it. I asked what root cause analysis they did to determine this issue and he rattles off some protocol they use. I thanked him and asked for a quote and he came back around the $2500 mark but would use ford credit to lower it to around $1500. I agreed and then had to wait 3 days for the parts to arrive and another day to install. Picked up the truck and everything was fine.
Fast forward to June 23rd. I was driving and the same issues pops up. Same code and overheating. I reach out to Mark and he says to bring it in to be looked at. This time he gets it right in and by the end of the next day tells me that they have determined I have a low 12v battery that is causing the fuel pump to get a low voltage signal and making it malfunction. I question him again about what root cause was done. Why is it now the battery and not the fuel pump again? Was replacing the fuel pump even needed? He rattles off that that's the only thing they can find wrong and quotes me $270 for a battery. I give him approval and he relaces the battery. So not i am around $2000 into this issue at the dealership.
This brings us to July 17th. Guess what.... I am driving along and the same issue pops up. This is the 3rd time in 3 months that a problem I have paid to have diagnosed and fixed is still an issue.
My opinion is that Long-Lewis does not really ever get to the root cause. They just rush cars in and out and start with whatever the protocol says and changes parts. If its under warranty, no big deal. The customer is not out money. If it is not under warranty then I am stuck footing a bill for lazy and poor workmanship. While Todd and Mark were very responsive and had a sense of urgency, the rest of the service department fails in every way.
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