I called to schedule a diagnostic on my Ford Mustang due to warning lights going off after hitting a pothole. I asked if I dropped it off on Friday if they would be able to look at my vehicle that same day, as it's my only car. They said it was unlikely, so I offered to drop it off Monday and asked if the courtesy shuttle would be able to take me to work downtown. They agreed.
I arrived on Monday before 10 am & got my car checked in, but then was told that the courtesy shuttle wouldn't take me that far, & it was likely it would be Tuesday that they would get to my vehicle. I asked about a rental & they told me I could get their rate with Enterprise. I agreed to this. They set it up for me, let me know they would call or email me by the end of the day to update me on my vehicle, & had Enterprise come pick me up. Despite the crossed lines, up to this point, things went ok.
They did indeed call, & left voicemail in the evening, to let me know they had not gotten to my vehicle & hoped they could get to it tomorrow. I called them in the evening on Tuesday after hearing nothing & was told they were sorry but they're swamped & couldn't get to it again. I noted I was in a self-paid rental & if they can't get to my car, I just wanted to come pick it up. The customer service person, Cindy, said she had spoken with her manager & they offered to pay half of my rental. I agreed to this & thanked them for the concession.
No one communicated with me on Wednesday & in the evening I called & left a message asking for an update. Thursday evening rolled around & I received no call back, so I called again & got Cindy's voicemail. I called again in the morning at 8 am & was told that they had not yet gotten my car into the garage (these diagnostics to tell you what's wrong with your car do not take that long, & they cost upwards of $125.00 just to tell me what's wrong, which is all I was looking for). Cindy told me her manager was with 15 techs at the moment handing out assignments but she would grab him when he was done to see what they could do and call me back in a "few minutes." After over an hour, I drove myself to the dealership. Cindy greeted me in a sugary sweet way, & as it was obvious my car was not anywhere in the garage I expressed my disappointment & told her I wanted my car & my keys & I was leaving. She said okay I'll go get it, 5 minutes later reappeared with someone else's car & said, "Now I'll get yours." I was visibly shaking with anger at this point & another customer service person apologized to me. When she brought the car back, she asked about my rental & I stated it was parked outside but I still needed to get my things out of it. When I got back inside, she was nowhere to be found. The customer service rep that apologized previously said he could help, as it was obvious I was still waiting and spoke with the manager quickly, stating they would take care of the whole cost of the rental. This was appreciated but far too little too late.
The bottom line is I will never go back. Let's pretend for two seconds that Ray Skillman Ford has only 10 techs on staff, it takes 2 hours to even look at each vehicle & they have abbreviated hours 8am-5pm. So I'll be generous here too: my car was there from noon on Monday until 5pm Thursday, which means Ford had a total of 32 business hours, times 10 techs to JUST LOOK at my car. So, if it takes 2 hours to do that, they are telling me, they had 320 technician hours to look at my car and did not. Which means they are telling me that 160 customers were taken care of and looked at whose business was more important to them than mine.
My vehicle is at about 70,000 miles and I will be looking for a new car sooner rather than later. I will not buy from them, I will not get my car serviced there, and the really bad news is, they made it clear through their customer service that they don't care and do not want my business. This might be a one off fluke, but is some of the worst customer service and lack of care that I have Ever been party to.