My experience as a "whole."
The first time I called and told Jennifer I have a 2008 Ford Escape Hybrid with a bad Hydraulic Control Unit (HCU) and she quoted me $2200. I called back an hour later to confirm a 2nd time before bringing the vehicle in and Mike (service dept. manager) advised that it would be between $2200-$2900 (he later advised he was using Jennifer's quote). I took my vehicle there on October 5th and was advised it would cost $2750 by Joyce (after they looked at the vehicle), I advised to go ahead and fix the vehicle. October 14th, Friday afternoon before I was suppose to pick up on Monday, I received a call saying oops "sorry we got the wrong part, we got the part for a Ford Escape non-hybrid."
Now they advised it would cost $6200. I ask to speak to Joyce's supervisor and after a great deal of struggle to get there, Mike called me back. Mike acknowledged that a mistake, or 2, or 3, was made and stated that he could not honor the original price given "as he could not stay in business that way." However, he offered a 10% discount to bring the total to around $5200. I asked if he could bring the vehicle to my house, as I did not want to pay a company like this, and he drove it to my house for me.
That Sunday, October 16th, Andrew the GM at Darcars Ford called me. Andrew was by far the most professional individual that I had spoken with at Darcars. Andrew apologized and advised that he had been there for many years and that he wanted to work with me to fix the issue with the vehicle. Andrew got everybody working together at Ford and at Darcars and came up with a solution to the issue. Additionally, Andrew got me in a rental, as one of the most frustrating aspects was not having a vehicle for so long to get my daughter to daycare and to get to work.
In the end, with Andrew's assistance, they were able to purchase a used HCU and get the total down to $3,250. Additionally, they worked with me to set up a Ford Credit Card to pay for the service. I believe the $3250, was not representative of someone coming in to the dealership to get the part fixed, rather was solely based on the fact that I had received so many quotes and prices before getting it fixed.
In the end, I would have to consider more in-depth weather I would return. If I was working with Andrew, no doubt; however, I didn't have a great or even good experience with many of the Service Dept. representatives, including the management team.