I will start by saying that I have used Landers Ford for the last 18 years since purchasing my first Ford new from them in 2000. Now on my second Ford (bought used in 2012 elsewhere bc they did not have what I was looking for at the time), I purchased an ext warranty from Landers after the purchase. In early May (I believe the 10th) the AC wasn’t working (as well as a few other ongoing issues), I looked at my paperwork & found the warranty expired the next day. I called & Alan told me he could write a ticket to get it under the warranty but could not do the work until June, set an appt for 6/6. 6/6 I called to confirm that they were expecting me & had a loaner for me & Alan told me no loaner & that it could be some time before one was available. I explained again that I needed one bc I live alone 30 min from anything & sometimes need to use the vehicle for my business. He said he would try to get one lined up & would be in touch. After not hearing from him the following week I left a vm & never heard back from him. Over the next 2 months I left 2 more messages & never heard from him. I emailed the service manager (Robert Johnson) and never heard from him. On August 13th, now 3 months in the South w/o AC, the engine light came on & I went to Landers. I spoke to Alan & when I was told he had no help to offer me & that it could be months before a car would be available, I went inside & asked to speak to Robert Johnson (the service manager). He was out sick, I asked to speak to the GM (Don Kitchens). Explained the situation to Mr. Kitchens & he said he would see about getting this resolved. He brought in Bill & I was told a truck was coming back that night & he would contact me first thing in the morning to confirm. I followed up with a phone call the next morning bc I had not heard from Bill by 10:45 am & I told him that I could pick the vehicle up around 3 pm. When I arrived the truck waiting for me had mud inside the door & on the console & floors & was filthy outside as well. I work outside for a living so I just let it go at that point. I was also told that the vehicle was a new vehicle & would be on the sales floor & that even though it had 2695 miles on it, I shouldn’t let it go over 2900 bc they wouldn’t be able to sell it as new. I do not drive a lot as a rule but things do come up so I told Alan that if that were going to be an issue, to let me know when he had a different vehicle & I would swap it out. I received a call the next day that the AC & display issues were covered on the warranty but the other issues that I have taken it in for before & told nothing was wrong, was going to be $1805 plus tax. When I picked my Expedition up there was a charge of $189 for an ac part & I was told that wasn’t covered on the warranty. Alan was out so Matt helped me. He said it isn’t covered even though I was told all of the AC parts were covered, as a courtesy he reduced the part $112. Someone else nearby (employee) said that I should see Matt in the future bc Alan will screw me every time. Yeah, that had always been the feeling & that is why I tried not to go to the dealership unless necessary. I went to follow up with Mr. Kitchens & explain that Alan & Robert missed an opportunity bc I am driving an 11 year old vehicle with 95,000 miles & no warranty & that they should have put me in a vehicle right away that would have been something I would have considered buying. At which point Mr. Kitchens offered to have a sales person show me their stock. I said no thanks! By the way, while I was waiting, another customer was complaining to a service person that he had just had his vehicle worked on & now it isn’t working & when when he took it somewhere else for a part it cost him under $30 for something that they charged $189 for. So be cautious here!!!
I might not have gotten around to putting a review up but they continued to send me emails asking for my opinion, bet they wish they hadn’t!