Paul Cerame Ford

Paul Cerame Service is poor. My 2016 Ford Focus, while I wouldn't call it a lemon, is a huge disappointment. It is a car that has had too much work needed within or immediately o My 2016 Ford Focus, while I wouldn't call it a lemon, is a huge disappointment. It is a car that has had too much work needed within or immediately outside the warranty period. About two years ago when a little bit of time/mileage was left on the 3/36 warranty, I noticed that it struggled to maintain on hills if your foot wasn't on the brake. I'm not meaning for an extended period of time. I mean in the time that you adjust your footing on the brake or shift to the gas pedal. I realize that to some extent that cars can 'slip' a little bit in these situations and I told the service manager at Paul Cerame Ford this when he tried to lecture me on this. I said, I've driven over 500K miles, for 33 years and with multiple cars, so I have a clue what to expect. I said, this car stands out as one that doesn't hold it's position well. Anyway, just over 2 years ago I took it as this was a noticeable problem. It was covered under warranty and it was 'fixed' and I didn't think about it too much. Bad clutch, authorized Ford dealership fixed it. I'm probably good. I didn't think about a warranty on the new clutch. The warranty I found out that I was given was a 12 month/12K mile warranty. To me a clutch is an item that you should have for a while. From https://www.stoneacre.co.uk/car-service-and-repairs-q-and-a/how-long-does-a-clutch-last "Most clutches are designed to last approximately 60,000 miles before they need to be replaced. Some may need replacing at 30,000 and some others can keep going well over 100,000 miles, but this is fairly uncommon." Okay so my first clutch, it went out at around 30K, my next clutch started failing within the first year I had it and I thought maybe this is something that isn't covered? I don't know, I'm driving another car commonly and I don't do excessive hill driving and I don't do excessive hill parking, so you know I might sense I have an issue and I might just shift to my other car or not run into the situation again where it is slipping for another little while and 'out of sight, out of mind'. I'm reading that they are commonly designed to go about 60K miles before being replaced. But, the (Cerame/Ford) warranty on their replacement clutch was a weak 12month/12K miles. It's like don't count on our quality parts/workmanship for too long. I pointed out that having such a weak warranty indicates that you all don't have much faith in your parts/work. If you did, you'd give a better warranty. So he defended it of course and started to cite customer satisfaction since 1995 or that's where he was going. I shut him down as how is that relevant to me. I had a clutch that fails kind of early on the car and their replacement clutch isn't any better, if anything the part/work didn't last even that long. Instead of owning up the fact that perhaps they aren't perfect he went into a defend the dealership mode and deal with it mode. That's a fine way to treat a customer who has gotten work done there on multiple occasions. As I indicated, I wasn't very quick on dealing with this as I have another car I commonly drive, I have a busy life and it's not real convenient for me to drop the car off there. You know time passes and you neglect. It was all: Call Ford if you have a beef. No, let's see how we can keep you a happy and loyal customer. No let's look at it and see if clutch replacement didn't work out well or let's see if you can advocate on your behalf to Ford. No nothing, just a snarky 'what do you expect me to do about it'? I guess if there is a risk that they won't have a nice payout for work they do, then well, sorry buddy, we don't care. I guess it doesn't matter if you've taken your car to them for work on multiple times before. Tough luck, bring it in an you'll or someone will pay out of the butt. First time, there is a risk that they might get a handsome payout, it's screw you, call Ford. So, I said, "Because I didn't report the problem with the replacement clutch soon enough, this is a well tough luck buddy moment." He said this is a Ford problem. I said, how is it just a Ford problem if you did the work on the replacement clutch and it became apparent that the work wasn't taking too well or lasting that long? I rolled back recently when I shifted my foot on the brake for a moment into another car. Now, it wasn't a high speed impact or anything, but it was still annoying. I told him you know if I were driving my other car, I wouldn't have had this circumstance. I said actually in most cars, I've not had this sort of issue. I said, even after your 'fix' I still had the problem, but I didn't address it soon enough. He was of course unmoved and why would he be? Apparently customers mean nothing to the service department unless they get a big fat payout. So, yeah, if you want service or someone to work with you, Paul Cerame isn't the place. If their service treats their customers like this, I can't see a situation in which I'd buy a car from them. Why so when there is a 'risk' that they wouldn't get a nice payout for work, they shut you down? If a dealership treats me right and takes into account the customer experience and customer concerns, I will be loyal to a fault. However, if they are. Sorry buddy, your tough luck, too bad about our work and it not working out well for you. Well, then I have no use for them and I will let anyone who cares know. So, Paul Cerame, consider me a lost customer forever. I probably will never buy another Ford Focus and I certainly will never consider you when looking at cars or considering where to get maintenance work done. Not only have you lost a customer now and in the future, but to potentially to anyone I have influence with they will be aware about how you treat customers in the service dept. Bommarito on the other hand knows how to treat it's customers. More

Easy business transaction with no heavy sales pressure I worked with Tony Lee and Chuck Lawless. They were knowledgeable, and easy to work with. I did research on-line comparing local dealers Ford inve I worked with Tony Lee and Chuck Lawless. They were knowledgeable, and easy to work with. I did research on-line comparing local dealers Ford inventory and they help me narrow down my desired options to a few trucks. They had a very competitive price and sold me on the after the sales service commitment. 1 visit to the dealership and drove away a new truck in about 1 1/2 hours. More

Dishonoring a contract I wish there were a rating below 1. First, their waiting area treats you like a sardine in a can, second, there is no privacy area for people who use I wish there were a rating below 1. First, their waiting area treats you like a sardine in a can, second, there is no privacy area for people who use phones or computers making it really annoying and loud. Third, they do NOT honor their contract after the sale of lifetime service when THEY lose the booklet. They destroyed it by accident, then make it your problem you dont have it. Lastly, their concern for safety is -0-. I got my car back and they reset my driver controls to default settings. This SHOULD NEVER happen. I would NEVER recommend their business if you care about your car, or your safety. More

Chuck Lawless is OUTSTANDING! I went into the dealership to look at a vehicle and was the proud owner in about an hour and a half. Unbelievable from start to finish. Chuck knew it I went into the dealership to look at a vehicle and was the proud owner in about an hour and a half. Unbelievable from start to finish. Chuck knew it was my day off and made things happen in a hurry. No back and forth frustrating number games. This is the way a vehicle purchase should be! Thank you Chuck and the entire staff. The owners and general manager should be proud of their team. More

They allowed my car to be stolen My house was broken into and they stole the spare set of keys to my 2013 Ford Flex. I took it to Paul Cerame and told them what happened and asked th My house was broken into and they stole the spare set of keys to my 2013 Ford Flex. I took it to Paul Cerame and told them what happened and asked that the car be rekeyed so it could not be stolen. They did not change the locks. They said they changed the code on the car so that the stolen keys would not start the car. Of course they could still get in my car and take anything they wanted, but since I don't leave things in my car I was not overly concerned, but I did want to make sure that someone could not steal my car. Three days later my car disappeared from my driveway. When the police recovered it the keys were in the ignition. So much for they won't be able to start the car! And when I told them what happened they said they did what Ford recommended and that all they could offer me was a credit to the service department. Like I would take my car there again. Stay away from them! Donna Haberstroh More

Once they make the sale the nice act is over! They never have enough technicians in the service department to service your car. No one listens, there is buck passing. Its your fault (the Customer) They never have enough technicians in the service department to service your car. No one listens, there is buck passing. Its your fault (the Customer) because you expect something you cant get??? And the management is arrogant in how they talk to you like your STUPID!!! But they DON"T listen to anything you say!!! To be told you are saying the same thing over and over again, but you haven't listened to one word the customer said and rushed off the phone is rude!!!!! Then you say that you don't work in the service department, & don't believe they would tell a customer they cant work on their car because (they have to if there is a warranty) & make an excuse because you didn't listen to what I told you CLEARLY!!!or have time to listen because you have 3 people in your office standing over you wondering why you are on the phone with a customer is ridiculous!!!!!! More

Worst service in my life! Went in to have sunroof repaired. Told me seal and glass needed to be replaced for $500 but I also needed some drains in the roof that needed to be b Went in to have sunroof repaired. Told me seal and glass needed to be replaced for $500 but I also needed some drains in the roof that needed to be blowing out which required them to remove my headliner. $1500 dollars later picked up car to only realize my radar protector was stolen out of my car! Car wasn’t broken into which means they left on lot without locking. Viewed security tapes but couldn’t see where someone was in my car! Really even found a silverhooped earring in my car which wasn’t mine! Couple weeks later.... sunroof still leaking. This time it was another piece that was broken and would only cost me $150 since the service mgr picked up the other half since I just paid $1500 to get it fixed the first time. Wondering if they really needed to remove headliner and blow out drains. Will never go back. Customer service is horrible. No one knows how to return calls. More

Surprisingly Happy Great selection with the help of my salesman. He is both nice and pleasant...There for you after the sale if you have any concerns. My purchase was a Great selection with the help of my salesman. He is both nice and pleasant...There for you after the sale if you have any concerns. My purchase was a Kia Rio. More

Personal attention from Rodney Martin. Rodney Martin, Service Advisor, was patient and kind in explaining the Ford 30,000 mile maintenance program. He helped me to understand what the serv Rodney Martin, Service Advisor, was patient and kind in explaining the Ford 30,000 mile maintenance program. He helped me to understand what the service was so that I could determine what I wanted and needed. The Service Technicians were capable and efficient in accomplishing the work I requested. Rodney also arranged for Cerame transportation to take me home and to pick me up when the work was completed. The drivers were polite and friendly. I regret not getting the first driver's name so I could compliment him along with John who picked me up Both were pleasant and informative conversations.. More

Deceptive, all the dealership wants to do is sell cars. Jason on the other hand was all some. Deceptive in how they do business, if It were not for Jason I would not return. When filling out paper work, was Jason on the other hand was all some. Deceptive in how they do business, if It were not for Jason I would not return. When filling out paper work, was not done in sequence, produced important part of paperwork in the later part. More