Luther Family Ford - Service Center

My experience was horrible. I took my vehicle in (on a Friday) to get my third row seat fixed because it is electric and was stuck half way up and then quit working. They looked at it and said the switch Friday) to get my third row seat fixed because it is electric and was stuck half way up and then quit working. They looked at it and said the switch was bad and needed to order a part. All good to this point. I left in my vehicle and the audio would not power on or play. I called the service area and told them about it. I was told to bring my vehicle in the next day (Saturday) and someone would get the audio working for me again. I skipped out on part of my son’s wrestling tournament on Saturday and brought it into the service dept. and told them the situation. I was working with a young man and he told me they couldn’t get it in to look at. This is the point I got irritated and upset. I argued with the guy and he went to talk to someone else. He came back and said they would have someone reboot the system but it might not fix the issue. I waited while they did the reboot. It didn’t fix the audio issue. I was told that was all they could do for the day and they would fix the issue when they put the new switch in for the rear seats. I left very upset as I was missing my son’s wrestling tournament because I was told they would fix it on Saturday. The next week I got a call that the part was in and I should drop my vehicle off with the service dept. and they would squeeze it in sometime during the day to fix it. I got a call later in the day saying they got the audio working but the rear seats were still not fixed and they had to order a different part. I picked up my car and went home extremely upset and frustrated. I got a call around 4:30 pm that evening asking me if there was some electronic tool left in my back seat by the person who worked on my car earlier in the day. Sure enough, he did. So instead of leaving for a business meeting I had to wait for a guy to come over and pick up the tool left in my car. Two days later I was told the new part came in and I should leave my vehicle with the service dept. again and they would squeeze it in to get it fixed. It finally was fixed correctly when I picked it up. This whole experience was time consuming, left me without a vehicle for 3 different days and extremely frustrating for me. The thing that made me mad the most is not one time did I hear an “I’m sorry” from anyone in the service department. I understand mistakes happen but an apology still goes a very long way with me. This was the most upset and frustrated I have been in getting a vehicle fixed. I do not like my explorer (just because it doesn’t suit me) and am going to be trading it in for a new pickup. I will not be doing business with Luther Family Ford anymore as a direct result of this experience. My experience prior to this was very good, but this just ruined any reputation that was built from past experiences. I will be dealing with a different Ford dealership going forward. I worked with Steve in the service dept and he wasn’t bad to work with although he never apologized for any mistakes that were made. The young person I dealt with on that Saturday was very rude and had no personal skills at all. He is the main reason for my frustration. More