wow. what a nightmare....
I am writing this review as a PUBLIC SERVICE to all people considering going to FORD COUNTRY for automotive service of any kind. my advice: go somewhere else. ANYWHERE ELSE! find a dealership in Arizona, or L.A., or Chicago, or wherever.
short version: I went to FORD COUNTRY for a square deal. I definitely did not get a square deal.
1) I went to FC in response to a letter about a recall on a FUEL TANK part. (RECALL services are FREE OF CHARGE under FORD policy.)
2) The fuel tank part was causing the car to fail emissions.
3) I was "steered" into an inspection ($129.95) that I did not request, did not need, and did not want.
4) I spoke with the service dept. rep for 30 minutes disputing this charge.
5) Ultimately, I had to pay the fee to get my car back.
6) I then spent 3 weeks seeking a refund. no dice. stone wall after stone wall of customer care representatives assured me that a refund wasn't going to happen, REGARDLESS of how unhappy I was with the customer experience.
1) I went into the dealership service dept after my car failed smog; wanted to see if the smog fail could have been caused by the gas tank recall issue.
2) talked with "Mr. M.R." and asked to have my car checked for recall issues. (this should be FREE OF CHARGE under normal recall policy.)
3) M.R. asks, "are there any other issues?". me: "yeah, sure. theres a check-engine light on. i'd like to see if its related to the recall." (a brief internet search indicated that the 'check-engine' light is common in the case of the fuel tank recall issue.)
4) M.R. presents the work order for signature. price $150. WHAT? i thought this is covered under the recall. M.R. : "oh, sure! thats only if the check-engine light is caused by something else." O.K. I'm certain the recall thing will solve the problem.
5) 2 hours later: car was serviced for recall. M.R. calls and said, "yeah, we found another part that we are recommending for replacement. we can take care of that for $700. if not, it'll be $129.95 for just the inspection."
IMPORTANT POINT - the "OTHER PART:" just to be crystal clear, the other part was "recommended for replacement." This part was not in failure. This part was not indicated by error codes that caused the check-engine light. (both facts obtained in conversation with service department manager.)
But the "other part" was used as justification for charging the inspection fee.
After trying to get a refund, I realized I'm more likely to get a chicken leg away from the mouth of a stray dog. It is apparent that if a customer is unhappy and would like a refund, that is just NEVER going to happen.
IN THE END, All you need to know is this:
1. Representatives in the SERVICE DEPARTMENT get COMMISSION on repairs. they get a piece of the action. (this fact obtained by FC employees.)
2. 'ford country' has a full-time staff devoted to fielding customer complaints. FULL TIME! (o.k., actually 2 or 3 people, each working part time.)
The icing on the cake: In the repair department, there are signs on the desk asking people to leave good reviews....
HERE IS A HOT TIP FOR THE PEOPLE AT FORD COUNTRY: If you want "good reviews," you might try giving people a square deal. and perhaps you could OFFER REFUDS to unsatisfied customers. :)