Superior Ford of Plymouth MN

Many promises with few being fulfilled. I over communicated with the sales manager, Michael Sehr, who dropped the ball on my delivery in every aspect. communicated with the sales manager, Michael Sehr, who dropped the ball on my delivery in every aspect. More

Had new tires installed and the balancing was not properly done. I had to return the next week for rebalancing. Tire tech had been terminated, so something working out. When in for new tires, I re properly done. I had to return the next week for rebalancing. Tire tech had been terminated, so something working out. When in for new tires, I requested that brakes also be verified for wear. After waiting 5 hours to get tires at the “Quick Lane” I paid for the tires and left without receiving any feedback on the brakes. A day later, I receive a tact asking to schedule brake service. In the 5 hours I waited for the tires, I likely could have had the brakes also done, but now I needed another trip for badly balanced tires and needing brakes. Furthermore, when returning for the tire rebalancing, I was informed of a failed driver side shock, but they would need to order the shocks and should leave the vehicle. I live 25 minutes from the dealer, so now I have to rent a car and return for a third time. When all said and done, the $1000.00 tire job turned into 3 trips, a rental car, a lone four wheel alignment, a second front end alignment (after the new shocks) and $3000.00 total. If the work needed done, I understand, and I did authorize the work during my second trip. However, this is far from good customer service. The dealership had every opportunity to diagnose the issues when I was in the first time. This resulted in a lot of wasted time, and it is the primary reason that I often avoid using the dealership for service work. I won’t likely be using this dealership any time soon for service work other than tire rotations since I was told they were part of the tire package. I will say that the truck drives very well now after all the work was performed. I am a project manager, and I have high but reasonable expectations for customer service, efficient use of time, and good problem solving. If a dealership wants to be respected by the customer, the service department should be proactive and have better communication. In addition, when I returned the second time for the tire rebalance and brake check, I was told that I needed rear brakes for $450.00. Later I was informed that I had a bad driver side shock that would cost $1100.00 for the pair of coil over shocks to be replaced. My math calculates $1550.00 total work, plus tax. The final invoice was $1850.00. I’m fortunate that I can afford to pay these amounts. After adding the rental car to the mix, what started as needing new tires for $1000.00 cost me $3000.00. This could have been problematic for someone on a tight budget. The extra $300 I had to pay when the work was done, was certainly higher than I had been led to believe it would cost. The true cost of work should be more transparent. A fair business that values its customers should be completely transparent. I understand that the dealers need to charge a bit more than other shops, but the customer should not be told one price then charged a different price. The proper method may be to print out a work order with the prices and have the customer acknowledge the true cost for the service. As mentioned earlier, the vehicle drives very well now that the work has all been completed, but the lack of initial trouble shooting and poor communication is not good customer service. If I had a blow shock, why did the original tire tech or the alignment tech notify me on day one when I arrived for tires? I always thought of dealerships as trying to find every item they could to sell a repair. If it hadn’t been for the poor tire balancing the first time, I not have returned, but as it turned out, I did need quite a bit of extra work. Quality of service and workmanship on the first visit was no higher than a 1. The workmanship after the second visit was a 5 but the service writer was a 2 for not clearly communicating the cost of service. More