In the beginning, I had an issue with the panoramic sunroof on my 2017 Ford Edge (sunroof cracked) and I needed to get it replaced. I knew the glass needed to be special ordered and that was handled quickly through the dealership by Dave Greathouse, the service advisor. When the glass arrived, Dave scheduled an appointment to drop off the vehicle to have the glass installed. Later, I was told by Dave that this was to drop the vehicle off to get in line for repair and not an actual repair appointment. Dave failed to mention this to me when the drop off was scheduled and when I dropped off the vehicle. I never had a dealership schedule a drop off with the intent of not completing minor repairs that day. My expectations were that the glass was to be installed that day.
When I phoned Dave at 3:22 pm, he had not heard back and would check on it. He called and informed me that the shop had not even begun the work and would not get to it until late the next day. I was upset as I had plans and needed the car. Dave said he could release the car but that I would need to start process all over again. I had already ordered the part (over $1,000), given a credit card to secure payment etc. and now, to me, it seemed I was being taken advantaged and was trapped. Comments from Dave that “It is what it is” seemed to confirm the only thing to do was to go ahead and leave the vehicle, order Lyft rides for the evening ($59 cost) and just wait to get my vehicle back the next day. It did take until the end of the next day to get the vehicle back. If your repair department knew when the service would be completed, then that is when you would drop it off. Still confused why you need to store my vehicle for a day before working on it. On the final bill, it mentions that there was a complimentary vehicle inspection - never got a copy nor any mention about the outstanding Ford recalls, but I was charged $4.13 bio treatment. Appears I am a health risk but no one in the dealership is a health risk as the service advisory crew were not wearing masks. (sign on the door only suggests that masks be worn). Also charged $35.99 for shop supplies. Not sure what supplies were consumed as they were taking out and installing a piece of glass. Guess they charged for the glass cleaner.