"This place has a work culture problem!"
My car displayed a "Stop Safety Now" while in my driveway, on 6/15 at 8AM.
First problem: I called the dealership (David) to ask for a tow and was told my vehicle was passed the Ford Roadside Assistance so to call a local tow truck. This was wrong information: Ford has a 5yr and 60kmi Roadside assistance and my car is 2 yr / 45kmi. Now I am stuck trying to get reimbursed by Ford.
Second problem: Car is towed and it takes an hour and a half wait to get my car in the system and proper notes taken for the technician. Seriously, even busy, 90 min standing there is ridiculous.
Third problem: Nothing, no call, no email until I actually called on Thursday. Yes, from Monday 10AM to Thursday 4.30PM, nobody worried that some owner was without his vehicle and might need to know something about it
Fourth problem: so I called. Mind you, every call to service goes straight to Voice Mail. If you stand in the Service area, you will notice the phone never rings. You have to call sales to get a live person on the phone, then ask for service, then maybe you will be lucky that the call does not go to voicemail. Result of the call, a sensor is ordered and I should get a call the next day, Friday
Fifth problem: you guessed it, the call did not come Friday, nor did it Monday and even less so Tuesday. So I had to call Sales, go through the exercise to get a service person on the phone, who proudly tells me my car is ready. Why had I not been called already? Anyway, it took 8 days to diagnose and change a MAP sensor. Lord almighty, what is it going to be when it is a complex diagnosis or part?
Sixth problem: I went home, 10 mi, then the next morning, Wednesday, 3 mi from my house, the car breaks down again. Same "Stop Safely Now". Had to get a second tow.
Seventh problem: The car was repaired within 48hr. And here is the thing: the intake manifold was leaking. Which means the first repair (MAP sensor) was wrong. The MAP sensor information that pressure was outside what it should be was correct, and this sensor did not need change. If the troubleshooting had been done right the first time, I would not have wasted so much time getting a second tow and all.
8th problem, I had asked what about my towing fee. After all, these are warranty repairs and I was covered by Roadside. I was told that I had to take that to Ford Customer Service and there nothing they can do. Great, steer the customer wrong and let him deal with Ford directly afterwards
Last but not least, this is a culture issue. At no time have I heard any proper explanation for the multiple problems, besides "we're short handed". Newsflash, if you are short handed for 2 weeks, this is not a temporary problem, it is a chronic one and structural measures are needed. Brad Tobin is doing as much as possible but he gets no help and does so much that a lot ends up slipping through the cracks. When I could not get anyone on the phone without going through multiple automated menus and having to call Sales, I emailed the President directly, telling him there was a problem. You guessed it, I got no answer. In comparison, I emailed the president of a Ridgefield dealer I bought a car from before and had an answer within 24h. So yes, the guy at the top is just not instilling the right culture of prompt communication, customer first or detailed work.
Total cost of all this: $300 for tows, $400 for mileage on another vehicle for the 9 days my vehicle was at dealer, not counting time lost.
Conclusion: I cannot recommend going there for repairs, diagnosis was wrong, communication is non existent and repair times are atrocious.
Employees Worked With
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