I am a Ford guy. My parents were Ford people. My family two generations back worked for Ford. I know Ford engineers, mechanics, salesmen...the list continues. Bought my Ford F-150 through Beach Ford, which was a good experience. The dealer really rolled out the red carpet and I feel that our negotiated price was fair for both me and the dealer. I was also drawn to the dealer because of their $10 oil changes for life and free annual inspections.
The service here is terrible and an embarrassment to the Ford name. I still can't believe that Ford authorizes this dealer.
I have had my oil changed twice here. The first time it took 1 hr and 15 mins to change my oil, and this was for a scheduled appointment.
Between my first and second oil changes, Beach Ford raised their "$10 oil changes for life" to "$15 oil changes for life." This did not only apply to future car sales, but was retro-active to past car sales. This is not an ethical business decision.
When it came time for my second oil change I called in a week prior to schedule the appointment. On the day of the appointment I showed up and Beach Ford had erroneously scheduled the appointment for the next day, but told me they could get me in. After an hour of sitting in their waiting area, I went back to the service counter to check the status of the F-150. The service rep called back to the shop and her side of the conversation went: "What? Seriously? Well, did you tell anybody?!" Then to me: "Sorry, Sir, we lost your keys. We're trying to find them now. We think someone took them to lunch." A half hour later they found my keys. Great, I thought, now I can get my F-150 after an hour and a half of waiting and race back to work for the meeting with my boss. Not quite. "We found your keys, Sir, so we'll start the oil change now."
What?! It's been an hour and a half, and all you've done is lost my keys and found them again? Now I have to wait however long it takes for the oil change.
2 hrs and 15 mins after dropping my F-150 off for a $10, nope, $15 oil change I finally got it delivered back to me. And I missed my meeting at work with my boss. Beach Ford gave me a "complimentary" oil change, but I guarantee you there was nothing complimentary about this service.
Later I found out from a Ford employee that when service is complete, the system automatically generates an e-mail to solicit feedback on the service. However, when a dealer makes service "complimentary," it basically circumvents the system to avoid sending the customer a feedback form. I never received a customer survey and therefore couldn't address the problem through formal means with Beach Ford.
So, to summarize:
1) Scheduling an appointment doesn't mean anything.
2) $10 oil changes for "life" are just good until they decide to raise the price.
3) Oil changes take, when everything goes well, an hour and a fifteen minutes.
4) Beach Ford employees do not respect your vehicle or your time enough to leave the keys at the service center and instead take them to lunch.
5) Beach Ford does not have a service-flow process, and if they do, it is very broken.
6) If your service is sub-par, they will make it complimentary to avoid having an adverse customer survey.
If you buy a vehicle from Beach Ford, get it serviced somewhere else.
Ford, if you are listening, break ties with Beach Ford.
*My wife's Jeep experience will be captured in a different review.*