Ever since Nalley bought out Sandy Springs Ford, the Service does not even compare. Sandy Springs Ford had the most stellar service team I have ever worked with in my life. They consistently went above and beyond my expectations, whether that was anticipating my needs (i.e. in for an oil change, but also updating SYNC without me having to ask, etc), taking care of me if I needed a ride while my vehicle was in service (as opposed to waiting and being forgotten), providing a no hassle rental if needed, and more. In short, I didn't have to wonder if I was getting everything I needed, because they always took care of me and I had faith in their work, and unless I told them not to, they always returned my car washed and with the "paper service mats" in place so I knew they handled my car with pride. In fact it was this amazing service that prompted me to buy my 2nd vehicle from the same dealership. Then ownership changed.
Since Nalley took over, there couldn't be a "sharper" contrast. My first time in for an oil change with Nalley, I was immediately asked if I bought the vehicle from "Nalley". My response was no but I did purchase the maintenance plan when I bought it from the previous owners. My gut told me then, the experience would be different, and it was.
Over the course of time, I've had my car (convertible) in for oil changes, tire issues, defroster issues, water issues, and the 30,000 mile service all with Nalley. 1st up, Tires: For a period of almost 5 MONTHS, one of my tires (bought the car new, so it's factory tires) kept loosing pressure down to around 20 psi. Over the course of numerous visits, I complained about this, and I was either told "that's normal sometimes", or "we just put air in it, and there's nothing wrong with it". The average person knows that psi will fluctuate, but not down to 20 psi, and think that’s “normal”. It got to the point, after dealing with this for almost 5 months; that I had a sincere conversation with Jimmy regarding the situation.
I explained that I had no faith in the tires Ford put on the car, and I was tired of dealing with it and wanted something done. We even got to the point where I took MY tire pressure gauge out and Jimmy took one from the service team, and we went around all 4 tires and took the pressure with both gauges, and our readings were consistent with both. In the end, it was discovered that there was a nail in one of my tires. So, in short, I drove around for almost 5 months with a nail in one of my tires because the technicians were not smart enough to catch it!!!
Given the situation, I decided to go ahead and buy new tires, because I was irritated with the factory tires (PSI had fluctuated more than expected on others as well, but not to the extent of the one tire). Me and Jimmy talked about what I thought would be fair. Given the situation, I felt that the dealership should at least pick up the tab for ONE of the 4 new tires. So, I researched the tire brands I wanted and asked for Jimmy's email. I emailed 2 options to get a quote, and that's when more issues started. The email address on his business card was not correct. When I called to verify, I was given minor corrections, and still got a fail on being able to send an email. During this time, Jimmy was assigned to another area, and I was told I would be working with Jared Albritton. You could imagen my frustration because Jared didn’t know about my situation.
Being fair in my review, I will state that at no point, were either Jimmy or Jared, negative or rude, I just felt that they weren’t helpful enough given my situation. I got the feeling that you get when you’ve worked in customer service long enough… that, “If the service center doesn’t offer the customer a solution, and just let things carry on without committing to anything, the customer either gives up and goes away, or they’ll suggest a solution and then the service center would have to deal with it from there.” If you ever wonder why many service centers don’t use email as much, this is a good clue as to why, because it creates a trail.
I ordered the tires and scheduled the service on the phone, and was transferred numerous times between departments to end up with “Parts” then back to “Service”. Each time I greeted the associate with “How are you?” and each time I got silence, as if they didn’t anticipate that a caller would even care. Mind you, I could have gone anywhere to buy new tires, but I stuck with Nalley’s Service Center because I wanted to see them do the right thing.
I dropped my car off at 7:30am and did not pick it up until 5:30 pm the same day.
My car was due for the 30,000 mile service, which they did, the tire work, and I also had a problem with the car retaining water after heavy rain, and asked them to investigate that.
When I picked the car up at 5:30, I was SO upset I couldn’t even think strait at the time. My car was still dirty, and it looked like they just pulled the tires off of a nasty rack and stuck them on. There was no “service mats” in my car. In short, if you didn’t know why the car was there the whole day, you’d have no clue by looking at my car by pickup time, it made me feel as though I should have just thrown the roughly $1,100 in the trash.
When I asked about the water issue, I was told that in order to fix it, they would have to take out the back seats, remove the speakers to get to what was causing the issue, and that’d it’d cost me $800. When I asked what the issue was, I was told that there was a filter in place where the water drains from the convertible top, and that it’s likely clogged up. So, despite the fact that my car is still under a full warranty, I was basically told it was too much work to fix and I’d have to pay $800. Which means my car can rust from the inside out, and that’s totally MY problem.
That leaves me with the only 2 things that weren’t too bad, the defroster issue, which required a new convertible top (and that was handled fine), and the 30,000 mile service.
For the 30,000 mile service, I have to admit I have NO confidence given my experience to date. Maybe the work was done, maybe it wasn’t, but even the most basic of things were overlooked.
I was called and told that my car was ready at noon (again it was there from 7:30am to 5:30pm). When I picked it up, I noticed there was NO window sticker confirming the oil change and indicating when it should be back, either based on mileage or date.
Bottom-line, I’m looking for another service center. Buyers, sales may be great, but be aware that service may not. And for me, I always review service teams before I buy from sales teams.
I remain extremely disappointed.