I had a TERRIBLE sales experience with Jim Bass Ford last year so we went to the Ford Dealer in Sweetwater Texas which was the BEST car buying experience I've ever had. We decided convenience over the drive back to Sweetwater for our first oil change thinking it's just an oil change...the oil change / wheel rotation guy put several large scratches into my passengers side painted alloy wheel. They said they would fix it 'free of charge', well I would expect to get it fixed for 'free' since they messed it up. I also asked that they compensate me for my time that I have to waste bringing my new Explorer back to get the wheel etched and repainted. The 'Service Manger' said they would not "buy my Loyalty". They said they would pay for my car rental, but it's an in house rental anyway so how is that any type of compensation? Jim Bass won't retain my business. The service manager didn't even have the decency to talk to me personally, customer service is non existent.
**Update: The repair was done and looked like a teenager with sandpaper and a can of gray spray paint 'fixed' the wheel. I was again upset and dissapointed. They handed me my car key and said my car was around the corner; no review or any concern for my opinion. I returned to the service desk and demanded to speak to the service manager. The service gentleman (the actual service employees are great) asked to see what I was upset about and agreed the repair was garbage. The service manager returned from his lunch, didn't introduce himself, didn't shake my hand, just stooped to look at the repair. He stood and asked the service gent if they had my info and to order a new wheel. He turned to me and I had to ask who he was, at that point he introduced himself and said he would take care of me. Two days later they put a new wheel on and my new car is back to looking new.
**The only employee the cares about customer service is Tony Martinez, throughout this whole process he has been an amazingly patient and understanding individual. They should get lessons on customer service from him.