Sanders Ford Inc

Swing and a miss - Service Dept. My first experience with Sanders Ford of Jacksonville was for an oil change for which I made an appointment. In all regards, the appointment was point My first experience with Sanders Ford of Jacksonville was for an oil change for which I made an appointment. In all regards, the appointment was pointless. I was there for hours. My second experience was to address a constantly running cooling fan and to get the batteries serviced. The fan clutch and water pump had to be replaced, which was done with a positive result, but, believe it or not, my gripe is about the battery service! The service rep, JB, advised me that one of the battery connectors was so badly corroded that it required replacement, the part was not in stock and the back order date suggested they didn't know when they would have any. He asked how I would like to handle the situation. Sounds reasonable and something I would expect from any service department. I elected to defer them ordering the part and said I would try to find one online. So far, so good. Thanks, JB! The service department called me on Saturday afternoon telling me my truck was ready. That was great. I wasn't expecting it to be ready until Monday and I'd have to take time off from work to go get it. Great! So, why the 1 star rating? Because one aw-shoot wipes the slate clean. Since the labor was so expensive to pull off the front end components to replace the fan clutch and water pump, I asked the replacement service person, Tiffany O'neal, to check with the mechanic to see if it would be worthwhile to go ahead and replace the serpentine belt since the truck has over 111,000 miles on it, and for the mechanic to use their best judgement. Upon picking up the truck and in the section of the repair bill where the mechanic makes their statements, I received no feedback as to their assessment of the condition of the belt. So, was it inspected per my request or not and what was the mechanic's assessment of it? I don't know. But I do know it costs north of $800 in labor to get back to it again. Since it was a Saturday the mechanic had left for the day. The replacement service rep tried calling his cell but there was no answer. So, I'm thinking, fine, I'll have to take your word for it but Lord help me, if that belt fails in the next "whatever" miles I'm not going to be a happy camper. Something I'll have to live with in the back of mind mind. With all of that being "taken care of" and paying the bill, I was given my keys and advised that my truck was just around the side of the building. When I walk around the building I do not see my truck but I do see a large parking lot with plenty of vehicles. When I finally spotted my truck it was pretty far towards the back of that lot. I'm wondering why no one was tasked with bringing it to the front for me. They didn't know it but I have bad hips and walking that far was somewhat painful. Allow me to also say that since I had to make that walk in an unusual way of walking, it affected my lower back as well. Now I have painful hips and an aching back. I don't mean to be a whiner but, still, where is the customer service? When I walked in to pick up the truck, the only persons in the service area were employees for which there were about 6 or so, including Tiffany. With a raised finger I was told "I'll be with you in just a minute". They were in the middle of a guessing game of pick a number between 1 and 50 and whichever 2 mechanics got the closest to that number they could go home. I watched and thought it was some good Saturday fun until I had to make that walk to get my truck. The remaining mechanics were not back under the hoods of vehicles yet, why couldn't one of them go get my truck for me, or one of the mechanics that were about to leave? Because Tiffany didn't ask them to. Plain and simple. Here's your keys, go get your truck. That's what it amounted to. So, I get to my truck with hips hurting and I go to crank it up. As I turned the key there was something not right about the way it cranked up; there was a loud click and some hesitation before the engine cranked. I thought maybe it was just me. I left the shop and ran some errands before heading home and, of course, I shut off the engine as I did each one. Each time I turned the key to start the truck there it was again; something not right. Definitely a battery connection issue. I called the shop and I was invited to bring the truck back after declining to do it on Monday per the service persons option for me. "We don't have any diesel technicians here now and for that matter we only have one technician here now." I replied that it didn't matter because it seemed to be a battery issue and I would be there in a few minutes. *Click*. That was Tiffany hanging up the phone. No, Okay, no thank you; just click. I thought that was pretty rude. When I arrived back at the dealership there were in fact two mechanics there and as one of them approached me, we went out to look under the hood. I was glad he approached me. I had had enough of Tiffany. Sure enough, one of the connectors to the battery was so badly corroded that only the top half of it remained. To that end, the mechanic stopped his service of the battery so as not to break what was left of it, but I was still charged $39 for that which included a battery service kit that was not installed. Whoever started the truck after the full service had to have noticed the anomaly with cranking the truck. It happened every single time to me after I took receipt of it, so why not tell me that there's going to be this anomaly until it gets properly replaced? Set my expectations, ya know? So, in closing, my gripes are this. -No documentation for added service vis-a-vis the inspection of the serpentine belt coupled with no feedback from the mechanic. -Not even an offer to pull the truck up front for me when I was picking it up. Apparently it was more important to find out who gets to go home by playing "pick a number" -No feedback from the mechanic as to what to expect based on the degraded battery connector. -Now being picky, I don't need the paper floor matt you used while servicing my truck, but I'll take out your trash for you. I spent just over $1,900 for this service. I can't even rate it fair when I get no confirmation or feedback on an additional service request, I don't get the courtesy of the vehicle being brought around for me, nor do I get any feedback from the mechanic about expectations with a degraded part. Perhaps I'm being too harsh, but those items exclude even a fair rating and they lay mainly at the feet of the mechanic and the replacement service rep. I have not yet articulated my comments on this experience to the dealership via their request for feedback that you get in your email after the service is performed, and maybe they will do something to appease my displeasure once they receive it. But, after I commented to them via that forum on the uselessness of the scheduled oil change experience and did not receive a response to my feedback, accordingly, I don't expect any reply from them for the feedback they will receive about this second visit to their facility. That is an expectation that they have set for me. And that didn't have anything at all to do with Tiffany. That is an expectation set forth by the dealerships use of their feedback request/technology. So, yeah, 1 star, Sanders Ford Service Dept. More

Al was Great This is our second Ford vehicle within two months had major and expensive repairs and Al and the team delivered! "Thanks Al".....Keep up the great wo This is our second Ford vehicle within two months had major and expensive repairs and Al and the team delivered! "Thanks Al".....Keep up the great work! More

Service & Sales Very happy with my recent service. Ms. O'Neal was prompt, professional and friendly. "Girl You Rock." Also, Ford Flex was sold by Charles Arnold-he is Very happy with my recent service. Ms. O'Neal was prompt, professional and friendly. "Girl You Rock." Also, Ford Flex was sold by Charles Arnold-he is the "Mac Daddy" of sales. Sold cars to my family for many many years. More

Brandon was great! I traded in my 2017 F-150 for a 2019 F-150 King Ranch. I worked with Brandon via text message for the most part. He was honest, knowledgable, and ma I traded in my 2017 F-150 for a 2019 F-150 King Ranch. I worked with Brandon via text message for the most part. He was honest, knowledgable, and made the process painless and fast. I am thrilled with my purchase and with the experience I had working with Sanders Ford. More

Very relaxed car buying experience. My sales associate made the car buying a very easy. She bent over backwards ( worked on her day off witch was also her Birthday) to make the sale. She is a definite ass made the car buying a very easy. She bent over backwards ( worked on her day off witch was also her Birthday) to make the sale. She is a definite asset to your organization. More

Great service by Denise and Valeri. Denise even braved the cold rain to get me settled into my new car. Great selection. I got the perfect vehicle. the cold rain to get me settled into my new car. Great selection. I got the perfect vehicle. More

PEACE OF MIND Service department brings you Peace of mind when you knew your vehicle is safe because it was done right. The staff is obliviously friendly and very k Service department brings you Peace of mind when you knew your vehicle is safe because it was done right. The staff is obliviously friendly and very knowledgeable. Dealing with Al Sirkin was very comfortable like a Brother. Once again, thank you for staying professional, honest and reliable. Your work ethics has been always appreciated all these years. Happy Holidays..! More

We had a good buying experience. Everyone was very friendly and knowledgeable. We had a very comfortable buying experience. Denise did a very good job explaining everything. Even pe Everyone was very friendly and knowledgeable. We had a very comfortable buying experience. Denise did a very good job explaining everything. Even people we were not working with were friendly More

I Love Sanders Ford in Swansboro. Their service department always does an outstanding job every time I take my car in for my routine service. Emily and Debbie are always so friendly and helpful. department always does an outstanding job every time I take my car in for my routine service. Emily and Debbie are always so friendly and helpful. I'll definitely be back!!!!!! More

Great Customer Service Very professional in every respect, yet with a cordial and pleasant demeanor. Work was done in good time. Jeff was helpful in pointing out various op Very professional in every respect, yet with a cordial and pleasant demeanor. Work was done in good time. Jeff was helpful in pointing out various options. and explaining each. More