Gaudin Ford

Horrible Service Friday – August 3rd I went to start my car and it wouldn’t start around 9 am I called Gaudin to see if I could have it towed there and serviced, to Friday – August 3rd I went to start my car and it wouldn’t start around 9 am I called Gaudin to see if I could have it towed there and serviced, to fix the immediate issue of not starting due to cable assembly erosion/battery as well as address numerous product recalls. I was told they would get to it asap but the earliest they could officially schedule service was the following Tuesday August 7th. Friday the 3rd round 12:30 I received a call from Chandler stating that they had received the vehicle and he asked for my last 4 digits of my SSN which gives my consent to evaluate the vehicle. I informed him about the cable which was the immediate issue but go a head and let me know what else they find. He informed me my 2015 Explorer Sport with 28K miles was out of my 3yr/36K warranty period by approximately 3 weeks. Around 2:30 I received two additional vm calls from different service advisors requesting information from me as they said they didn’t know anything about the vehicle and why it was at the lot; and we began exchanging vm’s. I was confused by the calls since I had spoken with the Service coordinator, explained my issue, received permission to have it towed to their location, scheduled the service appointment and spoken with Chandler to authorize further review and quote. They kept claiming they didn’t know anything about the vehicle, service appointment or issues, however the fact that they knew who to call and the fact that it had to be towed was a good start and cause for proactive evaluation. I returned the calls to the service desk and they said they didn’t know anything about the calls from their team but did have me on their schedule for Tuesday. At this point per the phone calls it had at least been approved to be evaluated since I consented by providing the last digits of my SSN and whoever was assigned as my advisor if it wasn’t Chandler would follow up shortly. Monday August 6, I received a vm a little after 7 pm from Josh stating they needed information regarding the vehicle, they had NO INFO on me, the issue or the vehicle, and it was just sitting on the lot. I followed up later that evening and left a vm. Gaudin had the vehicle on site, with approval from the service desk, authorized by me to do a full review on any issues and contact me. In addition: I purchased the 2015 Explorer Sport from Gaudin I have had the vehicle serviced there in the past They have the vehicle, VIN #, registration, address etc. Clearly have my personal info due to the numerous calls, conversations and vm’s I receive regular email communication/spam from the sales team regarding service due, recalls, potential deals on trade-ins I don’t know what “additional information” I could have possibly provided at this point. I was looking for information from them as to when my vehicle would be ready. Especially since I am incurring daily rental fees, in addition to the 130.00 I have already invested to have it towed there. Tuesday the 7th mid-day I hadn’t heard any news, so I called and relayed my confusion to the Service Desk. Once again no one knew anything about my appointment or the vehicle in general, but I was assured a “T” would be contacting me shortly. Around 3:15 “Josh” called and let me know they still had NO info on the vehicle and that it had just been sitting there on the lot untouched. I told him my latest instructions where to wait for “T” to call. Josh informed me he has my account. I voiced my displeasure with my experience thus far and he began his diatribe of excuses, no one had any record of my vehicle, it has just been sitting on the lot, VIN # had been entered incorrectly “in their system”, my last name entered into their “system” incorrectly and the list goes on, even though they have had physical possession of the vehicle, the vehicle which has latest registration and insurance card in addition to my personal contact info. As evidenced by the numerous calls. By now it was officially the day of my “scheduled” appointment date of Tuesday. And I am still incurring car rental charges which I let Josh know about. His response was loaners are a thing of the past and that if I wanted a loaner I should go to Audi or BMW, what a fantastic idea since I am a previous owner of both – I apparently became disillusioned that their level of service would be matched or at a minimum Gaudin Ford would be striving to emulate. Mistakes happen I get it, however as the saying goes you can be part of the solution or the problem. It’s all how you handle it, recover and learn from it so it is not duplicated in the future. Josh’s attitude is obvious on where he stands. On Wednesday August 8th I received a call just before 8 am from Josh that they would “try” to get to the vehicle by end of day today and still hadn’t looked at it. I am in day 6 of renting a vehicle and zero progress in fixing my car and returning it. He again, continued with excuses in general and of course nothing was his fault. I responded as I had previously that he needs to understand as a customer I don’t care who’s fault it is, he is simply Gaudin Ford to me. I reiterated that he needs to assess the vehicles issues (recalls and all), provide a quote and we can begin resolution asap as is the service departments sole purpose essentially. Customer service is obviously not a real high priority. He reiterated they would “try” to assess the vehicle today but no promises even though my appointment was scheduled yesterday, so 4 business days and nothing. I stated to him I needed it fixed asap I am beyond tired of hearing his excuses. I would address my concerns in the follow up surveys, questionnaires etc. At which he responded “whoa, now we may have a problem. Now you are talking about messing with my paycheck. If you’re going to have a problem then we are going to have a problem, you can’t mess with my paycheck". Again, the out of pocket expenses incurred by me were of no concern to him (coming from my “paycheck” and he had zero blame regarding anything to date. He was exerting zero effort to remedy the numerous mistakes leading up to my dissatisfaction. He is just worried about “his paycheck”. I told him again fix the problem and we will see regarding the reviews on service performance. I did receive a call the evening of the 8th right before they closed so I picked up the vehicle asap the morning of the 9th. I inquired as to when I would be given the opportunity to provide a review and told by the receptionist they didn’t know. I asked the cashier and they said sometimes something is sent out in a few days. Monday the 13th I called the Customer Relations Manager Jasmine (her card comes attached to the invoice) and left a vm with my contact information and asked if they could return my call and/or send a survey to me via email. No response. Tuesday the 14th left another vm with the Customer Relations Manager, still no response. So, I am leaving this review on dealerrater.com to close this out. Gaudin has provided terrible service in the past but they delay the surveys, or they don’t show up at all, I get busy and they get a pass. This was a whole new level of incompetence, so I am all out of passes. The 1 Star rating since I did get my vehicle back on the 9th and it has started every day so far, that’s about they only positive thing I can say about this situation. More

Fantastic Experience The whole staff at the dealership. My salesperson Terry was gracious and well informed. The people in the finance department were efficient and well p The whole staff at the dealership. My salesperson Terry was gracious and well informed. The people in the finance department were efficient and well prepared. The whole experience was a pleasure. More

Totally awesome I worked with terry wells buying a new truck he made this whole experience great I would definitely go back to see terry wells any day he is a great s I worked with terry wells buying a new truck he made this whole experience great I would definitely go back to see terry wells any day he is a great salesman and a great person. Thank Terry Wells for an awesome experience. More

AWSOME I looked at a truck on line then Terry Wells got in touch with me, I have to say Terry was so AWSOME to work with he helped out to the max got to the I looked at a truck on line then Terry Wells got in touch with me, I have to say Terry was so AWSOME to work with he helped out to the max got to the dealership he had everything ready to go what and AWSOME experience. More