Gordie Boucher Ford of Kenosha

For the second time in 9 months, hours of my time have been wasted as parts promised were not present for scheduled service. Perhaps it really is on me for having hope in a different outcome with Gordie B been wasted as parts promised were not present for scheduled service. Perhaps it really is on me for having hope in a different outcome with Gordie Boucher this time? Below are facts of my most recent experience and thoughts about customer service. Facts In mid-September I called the service desk to schedule a recall for my Ford Bronco. Service staff confirmed parts were available and on hand. The appointment was scheduled for 9:00 AM September 22. After taking the shuttle home after dropping off the vehicle, Jessica contacted me at 10:03 AM on Sept. 22. Jessica articulated that they did not have the parts for the recall, the parts were backordered, and that it would mid-October at the earliest. I named this has now happened to me twice and it was frustrating because I called for the appointment rather than making one online and the parts were confirmed. I shared that no one called me yesterday or this morning to tell me they had no parts before I brought my vehicle in. I shared I would be submitting a review. Jessica apologized and said that it would be reasonable to be frustrated with their team. Jessica said she was coordinating having my vehicle returned to me, and that it would leave the dealership to my house within a few minutes. Jessica closed by articulating to me that she wanted me to know that if I submitted a negative review, it would have negative implications for her employment by management. I shared that was a confusing customer service statement to make. At 11:12 AM I called Jessica back as my vehicle had not yet been returned to me after more than one hour. Jessica articulated she was not sure why it wasn’t returned to me yet. I named I would add this my review. Jessica responded that she passed in on to another department, so the issue was with someone else, not her. I articulated that if feels like no one is willing to take responsibility for anything. I shared that unless this is how most customers are being treated, then it appears I am being targeted for some reason. Jessica shared I was not being targeted. Jessica then added that the parts were actually there, they just did not have the special “tubing equipment” needed to complete the recall. I responded that I didn’t believe it was my responsibility to not only to ask if the parts were there when I scheduled the appointment, but to also have to ask if they had the right equipment to do the job. Jessica shared that staff were not responding to her about where my vehicle was. She asked if she should call me back when she gets more information. I shared with her she did not need to as I would likely be contacting the police if my missing vehicle did not appear in thirty minutes. At 11:32 AM my Bronco showed up at my house. Thoughts on GB Customer Service Does my time really matter to GB? Three hours for the disaster on Sept. 22, plus time to write a review, and then the time to bring it back again because of the recall? Are GB staff members trained to, or expected to, pressure guests to not write reviews that bring up concerns or trained to or expected to, throw other employees under the bus to customers? When scheduling a service appointment with GB, does/should one have to ask if they have the parts, the equipment, or staff to complete the work? Should it be expected of the customer that they also call again the day before an appointment to verify everything? Is it unreasonable to expect that a member of the GB team would call, in advance, if the “parts” or “equipment” are not present? Especially when this has already happened to the same customer. Is it unreasonable to expect that your vehicle gets returned promptly and when promised vs articulating, “I don’t know where your vehicle is right now” and not taking ownership for it “going missing” or not being returned as promised. Perhaps this is really all on me, and that my customer service expectations of GB are unreasonable. More

Very easy experience Very easy experience, Mario was on top of it all from beginning to end! top of it all from beginning to end! More

Very easy experience Very easy experience, Mario was on top of it all from beginning to end! top of it all from beginning to end! More

Bradford was very helpful and went rhe extra mile to complete my issues Thank you Bradford complete my issues Thank you Bradford More

Karen took good care of me and kept me updated on my car's progress until it was finished - in a timely manner. Excellent customer care and service. car's progress until it was finished - in a timely manner. Excellent customer care and service. More

Service performed as requested. Jessica also helped with my timing issue. Have a good day Jessica also helped with my timing issue. Have a good day More

Very Friendly! Work was done quickly and explained all things they found clearly. Helpful and customer focused Work was done quickly and explained all things they found clearly. Helpful and customer focused More

Aladdin was above and beyond helpful and Knowledgeable. Despite being newer, didn't feel pressured or seemed to be all about a sale. Was patient, helpful and down to earth. Didn't feel like a horrible sale Despite being newer, didn't feel pressured or seemed to be all about a sale. Was patient, helpful and down to earth. Didn't feel like a horrible sales guy only after my almighty dollar. Asked questions and genuinely cared and used that in our process. Made sure I was comfortable at all times More

professional, painless, and efficient. I would definitely use them again, great value and very convenient. I would definitely use them again, great value and very convenient. More