Planet Ford

Given this place too many chances I wish I could say this experience was better than the last, but sadly I cannot. My husband had a terrible experience in April, our previous oil chang I wish I could say this experience was better than the last, but sadly I cannot. My husband had a terrible experience in April, our previous oil change. I was contacted by someone, and she apologized, and offered us our next oil change complimentary as well as a “mini” detail. I called last week to schedule an appointment as the representative had advised I do since the detail would take a couple of hours. The man that answered the phone at Quik Lane stated he could schedule it anytime that worked for me. My husband is off on Fridays, so I scheduled it for 1 pm on Friday 08/23. We arrived a few minutes prior to 1. My husband waited in our other car with our toddler, while I went in to drop off the Ford. There were 3 “service” reps at the counter, as well as 2 mechanics standing back there as well. One service rep was with a customer, another was on the computer, and the last was walking between the computer and towards the back (maybe a printer area?). My issue was that not one single rep acknowledged my existence, no eye contact, no greeting, nothing. So out of 5 employees (1 being with a customer) not 1 could even say “Hi, we will be right with you?” I understand the 2 other service guys were most likely working on something customer related, but to pause and utter a simple greeting goes a long way in customer service. Not to mention, the mechanics or technicians not speaking to me. They were literally just talking. Very little effort in saying “Someone will be right with you.” Is it not? When the 1 rep that had a customer, was available, a man walked into the shop, walked right past me and approached the rep. I am just left standing there hanging in front of the counter. Maybe have a clearly marked area for customers to line up? I not only was standing there waiting awkwardly because you must stand in front of other customers trying to watch the tv while waiting because there is no where else to wait, but I also had someone just completely disregard me waiting because he wasn’t aware I was actually “in line”. Instead of the rep telling the man, “I’m sorry, this lady was first” he helped the customer. Now I will say he made the effort to come apologize to me for the customer’s rudeness. Anyway, I believe the rep that ended up helping me was named Joshua? He said he had only been there 4 days. He was pleasant, but had to inform me if I had wanted a mini detail I would have had to had the car there before 10 am?! I explained I had called to make an appointment and was told anytime was fine. I could have easily had the car there before 10 am had .I been told that! Like I said, my husband is off all day Friday, and 10 am would have been fine. Anyway, we discussed this at length, and I finally decided it looked like rain coming anyway, and I would just bring it back some other day (before 10 am). I asked him if he would call me when the oil change was complete. Gave him my number, and explained my husband and toddler were in the car and we would head home. He said it would be about an hour and a half, but he would call. By the time I left, it had probably taken 15 minutes to just “drop off” the car, and only to get half of what we wanted to get done that day. I figured I would get a call by 3 pm. A little after 4, I finally called to check the status. The guy that answered the phone said it was ready. I asked if Joshua had forgotten to call me?? Joshua told him “I don’t know”. We get there, and someone has parked a truck so close to our Fusion, my husband had to crawl through the passenger side to get into the car to drive home. I must tell you, this dealership had disappointed me and my family, again and again. I sincerely hope someone can get people that truly care about their customers because currently they are seriously lacking. More

Worst possible disservice imaginable Arrived early AM to be first in line. Had a simple reprogramming recall and even simpler oil change and tire rotation to pick up same day. This was at Arrived early AM to be first in line. Had a simple reprogramming recall and even simpler oil change and tire rotation to pick up same day. This was at 6:30am. Was told they closed at 4pm. Got there at 3:40, was told the oil hadn’t been changed yet but would be lickidey split. 45 minutes later I asked how the lickidey split was going. Another 45 minutes and was told that the oil wouldn’t be changed today but they would give a loaner car. We asked for a pillow and door opener out of the car. Another 45 minutes and they couldn’t find the car. Said they saw a valet take it to the lot but there was no oil in the engine. Just sayin this was the worst experience possible!!! Planet Ford in Spring Texas More