I've only worked with Sentry Ford's service department but they could not have been worse. We scheduled an appointment to have our airbag replaced due to a recall. The employees who schedule the appointments seem to be on a completely different page to the actual service department. When calling to schedule the replacement the first time I was told the car had to be brought in and they had to first confirm that my car was affected. We bring the car in just to be told by a service employee that all they need is the VIN # and no need to bring it in. So they order the part we need and say they’ll call when the part is in. Once we got a voicemail that the part is in I called to make the actual appointment.
We bring the car in to get the airbag replaced, 8:15am, told it will only take a couple of hours. By 3:00 no call, we called a few times only to be sent to voicemail or left on an ever-ringing line. We get a call at 4:00 informing us of a few repairs that need to be done totaling about $1600. We came for an airbag replacement so it didn’t make sense that they were looking under the hood. When we arrive it turns out they never replaced the airbag. We asked why it was being looked at as we only came in for the recall and were not given a straight answer. Then we were told that they never replaced the airbag as they didn't have the part and had to order it. I asked how that was possible considering I received a call saying the part was ready. That's when Mike, the service manager, came out of his office, yelled saying he was the one who made the recall part calls and never called me, saying I was lying. I played the voicemail, clearly stating my airbag was ready and stating it was 'Mike the service manager.’ They said there was a mix-up with the service ticket, they have the part and could fix it the next day. Once again I asked why the car was held for an entire day when they didn't have the part and why they searched through my car when all they had to do was the airbag. Mike told me they do a full inspection with every car they have no matter what. Mind you, 6 months earlier we called Sentry Ford for an oil change and were told we couldn’t bring the car there as it had 135k miles and they do not work on cars over 100k miles that they haven’t worked on previously.
The next day when we get the car there is a horrible smell of rotten eggs, a molding piece on the driver side door was missing and the steering wheel was severely misaligned. They didn’t mention any of this when handing back the keys, so we went back and Mike informed us they broke the piece, ordered a new part and will call the when its ready. The next day, when the smell persisted I called back to tell them my issues and once again, was yelled at by Mike saying they did nothing and I can't prove anything.
It only gets better! I called Ford corporate to file a complaint and received a call from one of their managers about my complaint. They said they spoke with Mike who promised them he had already called us about the broken part being ready to be installed. He never called, and lied directly to Ford corporate about it. I am still awaiting a call about the replacement piece, and my car is currently at our own mechanic who found that Sentry Ford severely misaligned the car when working on it, requiring a new alignment (we had one done 5 weeks prior). The transmission issue they mentioned was also incorrect, we had a leaking radiator, not transmission line as they had stated (which is a more costly repair).
Never go to Sentry Ford for a service repair unless you like being ripped off and lied to. Nobody gives you a straight answer, they lie to your face, and get angry when you call them out for it. Bad service and generally bad people.