Champaign Ford City

I am more than happy to answer "Why" I have given your Ford City service department such poor ratings across the board. These ratings are, without question, extremely honest, highly valid, and given your Ford City service department such poor ratings across the board. These ratings are, without question, extremely honest, highly valid, and dependable ratings: To start, I simply brought my Ford car into your Ford City service department approximately 1-1/2 weeks ago to get the latch on my driver's side door replaced. The latch was broken and would not latch on to the bar. I had to use a rope to keep the door closed and was entering/exiting through the passenger door. Mind you, at that point, the door just needed a new latch in order to fully shut; the latch would just not close on the bar. Still, Mr. Van Buskirk stated he would need to look at it first and that he would be available at 2:00 pm if I wanted to bring it up there to have it looked it. When I got there, Mr. Van Buskirk was nowhere to be found. After a gentleman from the service dept. looked for where he might possibly be, he came back approximately five minutes later and stated that Mr. Van Buskirk was currently out to lunch and would not have my car looked at until ~3:30 pm. (I should have questioned Mr. Van Buskirk's loyalty to his customers and irresponsible demeanor at that point...) However, needing my latch fixed so I would be able to safely tow my child back and forth to school, drive to work, and safely take care of all the errands I needed to run in preparing for an ISAT recognition party for 463 elementary school-aged children, I left my car there and took a "complimentary" ride home to get some other work done. Not even two minutes after I walked into the door of my home (~2:35 pm), Mr. Van Buskirk called me stating my door was ~2 inches off-track and would need new hinges and a new latch. I told him that for now, I can only afford the latch replacement at a cost of $260.00. I did not even question the two inches, even though I believed that it was less than an inch off-track. Indeed, before the latch finally gave out, the door shut just fine, not even having to pull up on it. Still, please remember that my door had been tightly closed w/a rope--pulling the door up--so there was no way the door could have weighed itself down further off of its hinges this whole time. At any rate, I went up there and paid for the part (~$50) as well as the labor and tax (~$210) in advance. At that point, Mr. Van Buskirk stated matter-of-factly to me, "The latch WILL be here in the morning and your car door WILL be fixed by tomorrow afternoon." (Yes, he matter-of-factly told me this after I specifically told him how important it was that it be promptly fixed.) Mr. Van Buskirk also told me he would be calling me the very NEXT morning, as soon as the part came in. So, I waited. Indeed, I waited patiently by the phone the entire morning and much of the afternoon--no call from Mr. Van Buskirk or anybody from Ford City. So, after I picked my son up from school later that afternoon, we went to Ford City to see what was going on. Mr. Van Buskirk did not remember me, even though I had just seen/talked with him on a couple of different occasions the previous day. Nevertheless, I followed him to his service desk so he could look-up my car. After looking up my car, he then (literally) looked at me like I was stupid for driving up there and asking about my already paid for part/service. He stated, "Oh, I remember you now. I TOLD you I would call you [yes, he emphasized the word, "told"]. The part is coming from another warehouse and it won't be here until Monday." At this point, I was a little bit miffed, to say the least. (Mr. Van Buskirk, you could not call me and tell me that my car would not be fixed that day as you specifically promised?!) At that point, if I had not already paid for the part AND the service, I would have certainly gone elsewhere to have my door fixed. However, that was not the case. I had already paid for the part/service and would now have to wait to have it fixed. (I did indeed feel like I was trapped between a rock and a hard place...) Wanting Mr. Van Buskirk and his team to take the best care of my car, I remained VERY polite and cooperative. (I figured I would be able to feel better about the situation after my car was eventually fixed via a review of some sort, such as the one I am posting to this site and will be sharing with Facebook, Twitter, Google, etc.) At that point, I politely asked him to e-mail me instead of calling on Monday as I would not be home to catch his call. I got home around 6:00 pm on Monday to find out that he had called earlier that day. There was never an e-mail sent to me after I SPECIFICALLY asked him to contact me via this method. (Mind you, there was no doubt that he had the right e-mail address; I watched him write it down as I was relaying it to him.) Still, after catching up with him on Tuesday (I had to leave a message and waited for him to call me back), I remained calm and did not even mention the fact that I specifically asked him to e-mail me. We set the appointment to have my latch replaced on Wednesday--almost a week later and the day before the huge elementary school party we were throwing. (At that point, I had one day to finish preparing for this huge event and I had been waiting to do much of the shopping for refreshment items until after my door was fixed. Going in and out of the passenger side to get to the driver's side in a Mustang is no easy feat, even for someone as small as I am. To exacerbate the situation, with so many needed items, room would be tight for me to fit everything into my car. I would have to hop over some of it in order to get into the driver's seat.) When Mr. Van Buskirk and his team finally got the latch replaced and gave me my car key back, I expected my door to shut and to be completely safe in my car while running last-minute errands for all of these party items. That was not the case. When I got to my car, the door was ajar. I got in and tried to shut the door; the door shield came apart on me--I pushed it back in. I then looked at the latch and it had been replaced; however, the door was now off-track by ~4-6 inches. Please remember, Mr. Van Buskirk admitted himself it was only off-track by ~2 inches when he looked at my car the previous week. Please also remember, my door had been closed tight the whole time, without ever being opened (except when it was being serviced), so there was no way the door could have weighed itself down off of its hinges this whole time. Nevertheless, I could not bother with it at that time. I had much to do still and I was not about to let down all of these children! I knew I would have to wait. I would have to get my errands run and would have to wait and call them about it later. After I went to a couple of stores; of which, I practically pulled my arm out of its socket trying to lift the door from the inside by that much--whereas, before the latch finally gave out, it would shut just fine, even being a questionable ~2 inches off-track--I finally realized I would have to start using the passenger side door again. Indeed, my door is MUCH worse now than it was before I took it to your service department. (It's unbelievable how this is even possible!) Unquestionably, the door must now be lifted up ~ 4-6 inches. Furthermore, in order for it to even latch--after raising it up by that much--it must be slammed hard; the new latch will not automatically catch when it hits the bar. What is more--and this is the kicker--the lock does not work anymore! Beforehand, there was NEVER a problem with the lock. The lock must now be worked with in order to get it to unlock. (Coming out of the first store the day it was "fixed"--with ~20 gallons of lemonade in my cart--I was very worried I would be toting all of that lemonade around while trying to find a locksmith to come open my car door! I practically broke the key trying to get it to unlock! It still continues to lock itself after lifting up on the handle. Only after "working" it, will the lock release now.) After I finally got home after running all of my errands, I called Mr. Van Buskirk. He denied weighting the door down another 2-4 inches so that I would HAVE to pay for new hinges and additional costly service. He also stated he would be happy to take a look at the lock if I wanted to bring it up there. (Mr. Van Buskirk, you cannot seriously expect me to trust you EVER again!) My door is now locked shut as I continue to enter/exit through the passenger door of my car. I am currently looking elsewhere to have the destructive damage your service department has caused to my car, fixed. Indeed, I have wasted much of my time, money, and effort with Ford City's service department; including valuable time I have had to spend just to get my voice heard in writing this lengthy review. After the absolutely horrific experience I have had with your service department (after truly not expecting it coming from a Ford dealership I whole-heartedly trusted), there is no reason whatsoever I should ever want to come back to the carriage center again, for anything. (If this is the type of service your customers receive from your service department, what should make us think other carriage center departments are not just as irresponsible?) Moreover, I WILL be telling EVERYONE that I know and then some how horribly I was treated and will go at length to let them know about the extremely poor service and disrespect I received, much like I have here. Hopefully, this review will be paid great attention to as you strive to correct the team in your service department, namely, Mr. Jeff Van Buskirk. I am deeply saddened it has come to this... Thank you for your time and interest in this review. Sincerely, Evelyn Davidson A Ford owner, but NEVER AGAIN a Ford City customer. More

I was very pleasesd with ford city they work with me to get a new car on my budget they were very helpful and I would recomened them get a new car on my budget they were very helpful and I would recomened them More

Don was very helpful, but the price was very high. Don did what he could to help me with the cost. Thank you very much. did what he could to help me with the cost. Thank you very much. More

I was very pleased with the assistance I received from Mark. He was very knowledgable and ready to help. The work was done in a very professional way and it was completed fast. Mark. He was very knowledgable and ready to help. The work was done in a very professional way and it was completed fast. More

David Wenglarz was an excellent salesman as he was well versed in the attributes of the Escape and was willing to work with us on price and finding the correct car for us. He worked hard to do this. versed in the attributes of the Escape and was willing to work with us on price and finding the correct car for us. He worked hard to do this. More

Love the experience every time, they always get me and do the service work quickly - Jeff is always very friendly and everyone from the service manager Jeff to the nice clerk who hands over the keys are very the service work quickly - Jeff is always very friendly and everyone from the service manager Jeff to the nice clerk who hands over the keys are very professional and friendly - great culture here and glad I am one of their customers. More

In the last two months, I have visited Ford City for service related issues. I have worked with Matt Odom on both trips and he is always professional and friendly. I would definately recommend Ford Ci service related issues. I have worked with Matt Odom on both trips and he is always professional and friendly. I would definately recommend Ford City to anyone who needs service work done. Each time I have had service done, Matt has always given me an estimated time for the work to be done and work has been completed in that time. Thanks for providing such a professional staff. Jay Loschen More

I am always pleased with the excellent service that I receive from Ford City when ever I get my vehicle serviced. When ever I come in, the Service Advisor always greets me with a smile. As a customer I receive from Ford City when ever I get my vehicle serviced. When ever I come in, the Service Advisor always greets me with a smile. As a customer I never feel over looked. The employees are very friendly, and they do a great job of making me feel welcomed. The quality of work provided on my car is always affective and efficient. one more great perk to getting my car serviced at Ford City is the great discounts they provide. Keep up the Excellent work Ford City! More

My 2011 Ford Explorer had previous problems, reoccured approximately 3 times, with faulty manufacture/design of the windshield pillar covers. Ford City was exceptional and persistent in their numerous at approximately 3 times, with faulty manufacture/design of the windshield pillar covers. Ford City was exceptional and persistent in their numerous attempts required to ultimately resolve this problem with Ford Motor Co. Problem was Ford Motor Co. design flaw-not Ford City problem. My experience with service has been exceptional: courteous, polite and efficient. Based on my experience, I would recommend Ford City to anyone. Sincerely, Michael E Sheppard More

I had a bad wheel senser in my E350 van that was messing up the tracktion control. I had cleened conectors and it would be ok for 6 months. I won't consider it fixed for 6 months to a year, but for now th up the tracktion control. I had cleened conectors and it would be ok for 6 months. I won't consider it fixed for 6 months to a year, but for now the light is staying off. That's why i didn't rate quality of work. Also my service rep. was sick the day I came back to get the repair done so it afected the comunication, but it happens and the repair still got done ok. More