Bozard Ford Lincoln

Unprofessional / Disappointing I took my car to the Quick Lane for oil change and tire rotation. I already have had a recent bad experience but wanted to give the Quick lane a secon I took my car to the Quick Lane for oil change and tire rotation. I already have had a recent bad experience but wanted to give the Quick lane a second chance. I dropped my car off earlier than my appointment time, several hours went by and I did not receive a phone call to let me know my car was ready so I had to call and find out it had been ready for hours(second time this had happened). Upon my arrival I checked my car out before going in and it was covered in wipe spots which was either soap or hard water stains. I asked if they could run it again and they did but the tech made the comment it will look the same again unless you dry it! I mentioned when I go to the service department I do not have this issue with the car wash. So they ran it again and there were three cars ahead of mine. I observed the techs pull straight through the drying process which led me to believe this was the problem to begin with or the water softner was broken. I just took my car home and proceeded to rewash and detail it myself (second time again). As I washed and dried my car I noticed several dents and scratches in my rims from the tire rotation caused by the socket used to remove the tires. I immediately called and asked for a manager and was told they would not be in until Monday so I gave them my information after explaining what happened and the experience as whole. I was told that John Douglas, the quick Lane manager would call me first thing Monday morning and that they were putting this complaint on his desk. I did not receive a phone call so I ended calling that afternoon and was told by John that he would have eventually got around to calling me. I explained the experience to him and he had me come up to assess the damage. I explained to him the condition of the outside of the car and this was the second time and John Douglas made a snide remark that we just will not wash your car anymore. John Douglas also said that the scratches and dents on the rims were bound to happen anyways. I have a VW with same type of rims for ten years and I have done several tire rotations and had new tires put on a few times and no scratches or dents. I said not if your careful and take your time. John then again in a snide tone said "So what do you want me to do about your rims?" I said I want my rims repaired and he then took pictures and said he would get back to me. I waited again for his phone call and I ended up having to call him back and John told me he forgot to call me back. John said that the damage was assessed at a $150 and could only be fixed during the week. I said I work during the week Monday thru Friday and would he be providing me a loaner car and he flat out said "No I will pay for the damage and give you a discount on a rental". I told him I would not pay for a rental when your Quick Lane is responsible for the damage. I told him I would see if I could make transportation arrangements and call him back. John said he could give me the check if I wanted and said no I really just want my car fixed. I could not get a ride so I had to reach out to a body shop and I made arrangements for the weekend. I called John back and said I would just come and get the check and he told me they would mail it (This was on a Tuesday). I didn't not receive the check until almost a week and a half later. I called and asked John if it was coming from a corporate office out of town or from Bozard and he said right here from our accountant department. I live two miles away and it should have not taken that long. At this point I reached out to Kristina Fenech, who handled my issue before. She was very professional and handled things in a timely matter the first complaint. Kristina had been promoted to the sales department and Alia Spoerle had taken over and I explained the current situation and what was said by John Douglas and she was very apologetic and said she would get to the bottom of it and get back to me. Both times customer service relations admitted the car wash had issues and had to be repaired. The original date of service was on 12/31/2016 and no one has gotten back to me yet until this survey (Received 3/1/17) at this point I was going to let it go. So it is safe to say I will probably never go to the Quick Lane again! Between my in-laws and I, we have purchased 5 vehicles from Bozard and its a shame the Quick Lane does not operate with high standards of customer service like sales and the service department. More

Added service contract s They added two service contracts .They showed me one . He showed me $400 I thought that was the price of the contract. I should have paid better atte They added two service contracts .They showed me one . He showed me $400 I thought that was the price of the contract. I should have paid better attention because that contract was over $2000.00. So I called Ford they said I had to service contracts. So I went in to Bozard to cancel the contracts. I told him Ford said I have two service contracts on my loan. He said no there is only one. So I said cancel it. Which he did. But I looked at my loan again and it still was not right .So I went in to Board Ford again. I told him Ford said there are two service contracts on my loan he looked it up and said yes but only one has been cancelled . So I had him cancel that one also. I just got my loan statement they have not been taken off yet So please get it taken care of. Thanks Derald More