Ciocca Ford Lincoln of Flemington

Let me preface this by saying we have been customers of this dealership since 2005 and have bought 6 vehicles from them. The service department has often not been up to par, but the quality of service h this dealership since 2005 and have bought 6 vehicles from them. The service department has often not been up to par, but the quality of service has really taken a nose dive since Ciocca bought the business. In my most recent experience I made appointment online through my Ford Pass app. I booked an appointment for 1:30 on Wednesday 10/11. And received an email confirmation of that appointment. I dropped off my car on Tuesday evening 10/10. I did not hear anything on Wednesday so I called the dealership around 4:30. The service receptionist couldn’t figure out who I was or what car I had in for service until I had repeated myself multiple times. Finally she figured out who I was and informed me that my appointment was in the system for two weeks from then on 10/25. I informed her that I had an email confirmation for 1:30 on Wednesday 10/11 from kdunn@cioccadealerships.com. At the point she didn’t have much to say other than “they were busy and didn’t have time to look at my car”. I then asked if my appt wasn’t in their system until 10/25 why they didn’t proactively reach out when they found I had dropped off my car two weeks early. She did admit that probably would have been the correct course of action. I hung up the phone at that point after insisting they look at my car first thing the next day since I had a confirmed appt that was not honored. The next morning I did get an update on my car. The muffler needed to be replaced and I received a single line estimate for $3265.98 with no breakdown of labor verses parts. That number seemed so way out of line, but I requested a break down of the costs. I received a text back with $295.33 for labor and $2767.16 (plus sales tax) for the muffler. That is a massive markup on the part so I told them not to do the work and I would take it elsewhere. I then immediately got a text response saying they could reduce the labor by $15.40 and the part by $220.07. So clearly they know they are way overcharging and tried to keep me spending my money with them instead of taking it to a more ethical shop. I’ve done research and I can get that part or another aftermarket part at a much better price. I am very disappointed that after a 18 year relationship with this dealer they acted in such a disorganized and unethical manner. Also I have emailed kdunn@cioccadealerships.com twice to follow up on where the breakdown was between my confirmed appointment and what was in the system at the service center, no response to date. I’d give a zero star review if I could but 1 star is the lowest this seems to let me enter. Happy to speak with anyone who is actually interested in making this right and trying to keep our business going forward. More