Bob Sight Ford - Service Center

An Army family's negative experience with Bob Sight Service 3 Aug 2017 10:15 CST | Review Updates and Redactions After posting this review, the GM informed Brian of the review and he kindly called me. He wante 3 Aug 2017 10:15 CST | Review Updates and Redactions After posting this review, the GM informed Brian of the review and he kindly called me. He wanted to be clear that he’s not opposed to calling the warranty company and did called them. He let me know that they can approve a loaner car thru the weekend. He was just waiting and seeing because he hoped the vehicle would be done and we wouldn’t need one. I appreciate the call and the update on the loaner situation. Brian also wanted me to know on Tuesday he did explain to my husband which parts were being replaced. And he hoped it would fix the problem so the car would have been done on Wednesday if not for the software update with is held up at Ford Actual. It is possible that it wasn’t clearly communicated to me from my husband. That is very likely. I appreciate the clarity and follow up. I believe they are making great efforts to solve my logistic issue. I understand service estimates are just that, “estimates.” Ceteris Paribus: we wish it’s done by the end of the day. I appreciate their efforts. Thank you for today’s efforts. I feel comfortable updating my review. Original Post | 03 Aug 2017 08:30 CST BLUF: Clear your schedule and bring a book, you’ll be here “another 30 minutes” for the next 4 hours. Bring your vehicle for service to hear “It will be done today,” every day for a week. How about a loaner car? “NOPE, don’t have them. And besides, I’m sure it will be done today.” I am disappointed with my service experience. I’m disappointed with their business practices. And I’m disappointed with the lack of accurate information they provide. THE STORY My family recently purchased a 2013 Ford Fusion (31 May 2017) from Zeck Ford in Leavenworth Kansas. A minor inconvenience with ordering warranty parts kept the Fusion in the shop for a week. In that time Zeck employees provided us with a loaner car and even drove it out to our home in Lee’s Summit Missouri. After fixing a warranty recall on the steering column, we took possession of the vehicle. I’m pleased with the measures Zeck took with our family’s safety and convenience. Cut to 30 July 2017; the power steering cuts out on the Fusion. Having purchased the extended warranty, we limped over to the nearest Ford store, Bob Sight Ford. Sunday, we used the service drop box and left the vehicle overnight so that Monday morning the situation could be addressed first thing. Monday comes, and our service writer Brian says there are appointments and other vehicles ahead of ours and it might not get worked on today. Tuesday comes, and Brian says the techs can’t figure out what’s wrong. They are “working on it.” (Whatever that means) Wednesday comes, and it’s Brian’s day off. Another Service Writer says they replaced the previous warranty recall on the steering but computer errors are still a mystery. At this point, I ask, “Since it’s been in since Monday and it’s still a mystery can we get a loaner?” This Service Writer says, “We don’t have loaners.” “You don’t have loaners?” I mirrored. “No.” was the reply. “Well, I’m looking at an online review right now where a customer claims she was given a loaner from your service department just this month. Did you cancel the program recently?” He replies, “Well, I don’t know what to tell you.” There is silence for a moment before he went on to say Ford doesn’t provide them, we are outside of warranty, and he can’t find our extended warranty information. Indeed, he didn’t know what to tell me because I don’t like being misled and lied to at any time. And unfortunately for him, I’m professionally trained in interview and interrogation. And my family owned a Ford store back in the 90’s (and several other dealerships in the 2000-2010), so I know that a Ford Store can have loaners. Any dealer can decide to have a loaner or shuttle program. Thursday comes, and Brian is back at work. I call at 07:30 to get a SITREP (Situation Report). Even though they open at 07:00 the tech isn’t in yet, so Brian doesn’t have answers for me. However, I found the extended warranty information over night and provided him the data. “My Beau is Army Reserves and has drill this weekend, and you guys have the car. Will you follow up on the extended warranty contract to put a claim in for a loaner vehicle.” For the fourth day in a row, I was told all the reasons why they couldn’t do their jobs, why they couldn’t help me, why he doesn’t like calling the warranty company, but that the car “SHOULD” be done by the end of the day. Brian doesn’t think I need a loaner car. (Head drops. Deep Breath.) My internal monolog sounded like a very angry ARMY S2. Look, I don’t mind if the news is bad. I’m very good at handling bad news. But I can’t work with “HOPE” and “SHOULD.” “COULD BE” and “SOME TIME” isn’t going to help me get my soldier to drill in Omaha. I need accurate facts, likelihoods and quality intel. I have to come up with a contingency plan based on information that is incredulous at best. (Sigh) Of course, I can’t say that to the man. (Deep Breath) “Sir, why did I buy the extended warranty?” For the “Nth” time I’m told, “I’ll check on it.” The good news is that as many times as I’ve called them in the past four days, they are starting to call me to follow up. The drama continues, the vehicle still in service and Army Reserve weekend looming closer. I could overlook the time frame if it seemed like they cared more about their customers than the process. But it seems like they care more about telling everyone the same verbiage than performing quality customer care. My Official Recommendation is to avoid this service department and drive the extra mile to anywhere else. I know I will in the future. More

"Easy Servicing" I bought my truck in for its scheduled oil change. My service advisor was Troy Shatto who was great to work with. Without an appointment I received " I bought my truck in for its scheduled oil change. My service advisor was Troy Shatto who was great to work with. Without an appointment I received "the works" in less than 90 minutes. More

Took my F-150 in for service on the Sync system last week. First the technician had to call me to ask where the fuse box was. Um, isn't this a Ford dealership? They don't know where the fuse box on an F week. First the technician had to call me to ask where the fuse box was. Um, isn't this a Ford dealership? They don't know where the fuse box on an F-150 is? Then after not hearing back for hours I called about 4:30 for a status. Told the service guy I would be in before 6 to pick it up. When I arrived an hour later at 5:30 it wasn't ready so I was told to wait in the waiting room while they "put it back together." I waited there for an hour, then went to check on the progress and the service center was CLOSED. In fact the entire dealership was closed. I WAS LOCKED IN THE DEALERSHIP, alone. No service guys, no sales guys. Nothing. There was a random rental car guy who happened to be there to tell me how to open the garage door and get my truck out. Which could have been anyone's truck as there was no one there to stop me or verify who I was. Oh and the truck still wasn't fixed. More