20 days and counting, still NO truck.
This was the worst car buying experience I’ve encountered and will never return to purchase anything not even a simple service.
9/16/20 - I drove an hour down to the dealership to check out a recently traded in F-150 and was surprised at how clean the truck was. Went on a test drive and noticed some slight slipping with transmission but thought maybe it was just me getting used to driving this used truck. The deal was quick to come together with minimal belly aches. I shook on a number and the next day I was bringing my wife down to sign the papers.
9/17/20 - The papers get signed and I’m sitting inside my new truck! On the drive home the transmission started acting up and every town I went through it kept getting worse. As soon as I arrived in my driveway I called Paul to explain what happened. He told me to bring the truck back. I left the truck in my driveway and borrowed my Uncle’s SUV to get to work.
9/19/20 - Drove an hour back to the dealership after work and left the truck to be looked at under the 1-month 1,000 warranty. With many phone calls and questions between Bob and Paul, I was told this would all be covered and taken care of which made me feel better but still I won’t have my truck.
9/22/20 - Bob the Service Manager, called to inform me that the entire transmission in fact will need to be replaced and that they are ordering up a replacement transmission. It was supposed to take a week or so to complete. I was surprised of the news because the truck had a brand new inspection sticker and was just traded in. Was there any work or inspection actually done to it before it was listed?
9/30/20 - After numerous calls for updates in the days prior to which maybe one call was returned on 9/30 I call and get Bob from service again and he tells me “oh yeah we just got it all put back together, took it for a drive and the replacement part was slipping, squealing, it was a bad part” I was amazed at the news. I asked where did the part come from? I was told by Bob its LKQ Salvage. So you mean to say that this truck had transmission issues the day it landed on your lot and now to fix it you are using junkyard parts??? Bob said they do this all the time. What? Now I’m very concerned about how much they care about this issue. I asked if there will be a warranty on the replacement part and was told it would be a 6-month 6,000 warranty only. So after 6 months if this junkyard transmission fails I’m stuck with the bill? I asked for this warranty to be in writing and was told “It would be in the paperwork”. I was told the 1-month warranty would be re-extended but I want document proof.
10/5/20 - I called Bob again, which is a major trend with Sands Ford, no one knows whats going on and rarely do you get a call back. Bob said “yeah, the part just arrived today” and that it should be done by 10/7, or 10/8. Was he going to call me to tell me this? At this point I just feel like everyone there just doesn’t care about this. No one has any urgency especially when the dealership already took my money and I still don’t have a working truck. A loaner was never offered. Other than being told “we will take care of it” nothing else has ever been offered to help resolve the problem. Without me constantly calling for updates no one would have called me. Its been 18 days now and still nothing is fixed.
10/7/20 - To add insult to injury I get a call from a woman in the Sales Dept this morning asking me “ how much I’m loving my truck?” I said you mean the truck I still don’t have? She was apologetic and said that she would get to the Sales Manager right away to contact me back about the situation. This was 11:31AM. Whats troubling is the fact that I’ve made MANY phone calls into Sales and Service throughout the last 20 days about this truck issue and this information was a surprise to her.
AT 7:54PM I call the sales office and get Paul. Paul doesn’t have any information for me and no explanation for the poor communication between sales and service and also the dealership itself and me the customer. At no point was anyone going to call me back. Its been 20 days and counting, the dealership has my money and I still have no truck. I’ve never had such a terrible experience buying a car before and will surely tell everyone I meet about it. I’m a sales supervisor myself and was shocked how this is being handled. BBB will be contacted.