On May 28, 2014, my Ford vehicle developed a fuel line leak while traveling through Madison, Wisconsin at approximately 6pm. I looked up the number for and contacted Kayser Ford in Madison and arranged to have my vehicle towed there for repair. To my good fortune, the Service Department at this dealership is open every week day until midnight ! When my vehicle was towed to the dealership at 9pm that evening and put up on a lift, it became immediately evident that it was not going to be a simple repair that could be made immediately. I was given the phone number of the Enterprise Rental office with which this dealership arranges for rental vehicles for its service customers. After I made arrangements to stay at a hotel close by this dealership, Service Department employee James Guenthner helped me unload all of my personal belongings including a number of tools from my vehicle into his personal vehicle and he then drove me to my hotel. He then helped me carry all of my belongings into my hotel room. I considered this to be exceptional customer care.
My vehicle required numerous parts to be replaced which were not readily available and had to be searched for and shipped to this dealership. When the repairs were finally completed, my vehicle performed as well as it did before it developed the fuel leak problem that made it inoperative. Per my request, they kept all of the old parts to show to me. The cost of the new parts was rather high but the number of labor hours charged and the hourly labor rate were reasonable for the work performed. There was a definite comfort factor in having this work performed at a Ford dealership by certified Ford mechanics. It took quite a few days to replace the multiple components necessary to make my car operable and roadworthy again. During that period I had multiple discussions with the Night Shift Service Manager Chad Borst and the dealership's overall Service Manager Tim Douglas. I was allowed to ask all of the questions I wanted at any time (and there were many) and was cheerfully responded to every time. When I came to pick up my vehicle after all of the work was completed, it was Frantz Cordio in the Service Dept. on the day shift who interacted with me in a very cordial manner while processing all of the paperwork and payment.
The personnel with whom I dealt at Kayser Ford concerning the repair of my vehicle were all considerably more pleasant than I would expect from people who deal with the public at an auto dealership Service Department. That observation along with my car performing as it should after being repaired there and the Service Dept. being open until midnight have led me to think very highly of Kayser Ford.
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