Jim Hudson Ford - Service Center

Slow service with poor communication I have been bringing my fleet vehicle (Ford Transit) to Jim Hudson since it was new for oil changes and tire rotations. The first couple times I I have been bringing my fleet vehicle (Ford Transit) to Jim Hudson since it was new for oil changes and tire rotations. The first couple times I had it to the dealership, I did not have an appointment and every time I get service done it needs approved by my Fleet Service Company. With that being said, I spent 1.5 to 2 hours at the dealership for oil changes and tire rotations. That time spent is very fair due to me having to wait in line and for approval. On my third visit for an oil change, I was there for about 3 hours before I asked when my van would be complete. At that time I was notified that there was a temporary recall repair being made to my van. I was not informed of this when I brought it in but only at the time when I had asked what was taking so long. At this time I sat at the window and watched the technician who was working on my van. Apparently he had stripped a bolt from the part that was being replaced and had a grinder spraying Sparks from beneath my nearly brand-new van. These sort of things happen and at the time it was no big deal. Approximately 5 hours after I brought the van in for an oil change I was able to leave. I brought my van back for oil changes and tire rotations a few more times with the thought that the temporary recall was just a fluke. I returned on a Friday for a simple oil change and I was notified that the permanent recall repair was available and needed done to replace the temporary recall repair. They said they were trying to get to my vehicle before they closed that evening but as it was getting later, they realized they weren't going to be able to get to it. They asked if I can leave it so they could repair it Saturday. I was on call and needed my work van for the weekend so I set it up for me to return the van early Monday morning. They agreed and said that they would do it first thing Monday and I would be able to wait for it to be done. I arrived early Monday and waited all day for my van to be completed. As the afternoon wore on, they informed me that they were not going to finish it Monday and I can pick it up Tuesday. I got a ride home and called Tuesday and they said that they would need all of Tuesday to complete the repair and then I can pick it up Wednesday morning. I returned Wednesday morning to pick up my van after not having it for 2.5 days and losing $1,500 in salary. Last Tuesday, I was driving my van through town and my engine warning light came on. I was near Jim Hudson but I called another dealership across town first to check their schedule. That dealership informed me they wouldn't be able to look at my van until Wednesday so I decided to give Jim Hudson one more chance. I pulled it into the service department for an oil change, tire rotation, service engine soon light and a front end vibration. The service department did tell me they wouldn't be able to see it that day and asked if I could leave it so they could look at it Wednesday and complete the service then. I agreed, found a ride home and waited for a phone call from them explaining what was wrong with my van. I didn't hear anything Wednesday and returned Thursday to retrieve personal items from the van and it was sitting in the same position in the rear lot as when I left Tuesday. I called Thursday morning and talked to a few people who didn't know anything about the van and said they would have Bob return my call. I didn't hear anything Thursday and finally at 11:45 a.m. on Friday received a call from Bob stating that the van needed rear brakes, a sensor replaced, the oil change and tire rotation. He said that the parts may need ordered and he would hopefully have it to me by Monday or worst case Tuesday. I am writing this at 12:45 p.m. Tuesday after I called at 10:30 a.m. this morning and left a voicemail with Bob and a message with a receptionist to call me back for an ETA on my van. At this point, they have had my van almost a full week and have not called me back yet. I've lost 5.5 days of work and thousands of dollars in salary. Part of my job at my company consists of observing, assessing and training technicians in my field for quality and timely completion of work . After watching the service department function through the window in the waiting room, I have noticed that a number of employees in the Jim Hudson service dept. are not at a level of diligent work ethic that would seem consistent with that type of environment. There have been many times when a huddle of employees have been here or there throughout the garage in what seems like a joke telling session while cars are in the bay and piling up outside. I believe in a fun workplace environment but not at the cost of a customer's schedule. More