Gordie Boucher Ford Lincoln of West Bend

I had my car serviced for an airbag recall this week. Since I had to take my car in, I told the service advisor when I made the appointment that I would also like to have my horn fixed (it had not been w Since I had to take my car in, I told the service advisor when I made the appointment that I would also like to have my horn fixed (it had not been working for quite some time). The advisor told me he put that on the work order and scheduled my appointment. Since it was in for the recall, Ford gave me a free loaner vehicle for the day. I need to make a premise, before going any further that since my car has been long out of warranty, I have been taking it to my independent auto repair shop for a few years. The only reason I took it to Gordie Boucher's dealership is because it was a recall and only they were allowed to fix that. Among other reasons I will not get into, I have had faulty or overlooked and missed work a few times in the past. For the reason of this review only, I will leave the past instances out of this post. This is why I stopped taking my vehicle to Gordie Boucher; and here is why I am leaving this current review: I dropped my vehicle off right when the service department opened, and the service advisor greeted me and went over with me what work I was having done. I told him it was to replace the recalled airbag and to get my horn fixed (even though this was assured to me that it was in my work order from when I scheduled this appointment the prior week}. He acknowledged me and showed me to the front reception area where I would get the keys for the loaner vehicle. Around 2 1/2 hours later, the same service advisor called me to tell me that the technician recommended that I have my spark plugs replaced, as well as my transmission serviced. This surprised me and upset me, reason being I had just got both of those things serviced from my independent auto repair shop 1 week ago!!! Seemed to me an easy way to make some quick extra money. When I told him this, he fumbled over his words and said he would let the technician know. This was very shady to me and reminded me of the many reasons I stopped going to them all together for routine maintenance. Around 2 hours after that, the service advisor called me and told me my car was ready to be picked up. I asked him if my horn was able to be fixed. His exact reply to me was, "yes it was; I even heard them beep it". I said "great!" and told him that I would be there within the hour to drop off the loaner and to pick up my car. When I arrived, I did the swap of the keys and went out to the lot to get my car. I got inside, buckled up, started the engine, and went to test honk my horn...and NOTHING!!! I was livid! I was so mad that I didn't want to go back inside because I didn't want to regret what I may have said. Instead, I drove out of the lot, parked at a nearby parking lot, and gathered my thoughts. This is when I looked over the receipt of my work order to verify it was on there. Nothing was on the work order in reference to my horn needing to be serviced. I then called Gordie Boucher, about 5 minutes after leaving the lot, and asked to be connected to the service MANAGER. After the phone rang about 20 times, I was then transferred to voicemail. I left a calm, yet concerning message detailing the above mentioned issue. I left my full name and phone number as well, and asked them to get back to me as soon as possible. Here it is, 3 days after leaving the message on the service managers voicemail, and still no response. Not only did the work that was scheduled get taken care of, the service advisor blatantly lied to me when questioned if my horn was fixed. I am generally someone who doesn't write bad reviews; however I gave the service manager/department 3 days to respond. Since they obviously don't care to take care of a long time Ford customer, I felt compelled to say something this time. I am not trying to get anything out of this; I just think that at this point it is my responsibility to write an honest review about my experience. I will never again purchase a vehicle from Gordie Boucher, nor have it serviced at their dealership. I am thankful I have an honest and reliable auto repair shop that I can trust 100%. More