Sutton Ford - Service Center

My experience at Sutton started off great. Jillian is always helpful and friendly, she is knowledgable and attentive. The first time I presented to the service dept last month, I was told that the wait w always helpful and friendly, she is knowledgable and attentive. The first time I presented to the service dept last month, I was told that the wait was hours long, and that I should plan another day to drop off my vehicle. I did so about a week later for maintenance and tune up. It was a smooth transaction under the direction again of Jillian. However, as I was driving home, the car begain to make a weird jumping movement at low speed and idling. At first, I thought it would stop with time but after more driving the next day it was even more present. I called Jillian right away and she told me to bring it in, that Jessica would be present, and she would see that I was serviced when I returned. When I got to the Quick Lane dept, approx 430pm. Jessica was on the phone, on hold, the actual technician that serviced my car previously intercepted the fact that she totally ignored that I was standing in front of her. So I told him what was going on and he agreed to drive the vehicle to assess the situation. When Jessica got off the phone, I again approached the counter, greeted her and said I would like to check in, I asked if Jill had told her about me and that I was having problems since my service appt the day prior. She rudely and dismissively told me whatever would be done would be "up to the technician". It was clear to me that she was annoyed based on the time I presented. She remained on her personal phone talking about leaving early, how everyone else did for the day and how she only had minutes left.... After the technician returned, he explained that he did not identify the problem but that he would run a diagnostic on the engine light that was now on. As another technician assisted him, he came to me to tell me he reset the indicator light, that I would need to return to service after the holiday to have my problem addressed. For me, I feel insulted that you would tell me you would turn off a light and that I should be satisfied and feel comfortable returning on another day, inconvenienced to navigate this problem again, by myself. Now, very frustrated as my car had NO problems the day prior I refused. I explained to them that the car had no issues previous, and I would not feel comfortable driving my school age child in a car with issues that had not been identified. I insisted that all processes done the day before, be reviewed until the problem was identified. Although friendly, they continued to tell me to return at a later date. Jessica presented again in the garage as they spoke to me, annoyed, to see when the transation would be done. I then insisted on one of the technicians driving my car with me as the problem was so evident when I drove to the dealership. I went out again with the technician and he was able to feel exactly what I was describing. He felt confident that he now knew what to do...We go back, back to the waiting room, minutes later, they bring me a cracked spark plug. I dont know if it was placed that way, cracked on placement or cracked on the way home with driving, etc. They change it, I finally leave. No apologies, no attempt at any compensation, etc. No communication from Jessica at all, remained on her cell phone. I have had my Ford Explorer since 2015, I first came to sutton to purchase from your business but the model and color I wanted was unavailable. I went to another dealer, bought my car and SINCE have had every service visit for the life of the car with Sutton. I am a loyal, patient and returning customer. I have spent hundreds if not thousands of dollars in QuickLane over the past 6 years, oil changes, brakes, tires, etc. On the day of service, I spent near 500$ for maintenance that I solicited. Nothing was wrong with my vehicle. I am very dissatisfied. I was treated like a bother and frankly an idiot. After this amount of loyalty, you shouldnt have to feel like like this. I had to visit your shop 3 times to get the service I needed and was unapologetically made to feel like it was my fault that I was there when the problem occurred. I am extremely disappointed. More

It was a horrible experience, I spent 4 1/2hours there because i had to wait I live over ten miles away. A wait that long for a oil change and recall is absurd, especially when you make a appointment. I w because i had to wait I live over ten miles away. A wait that long for a oil change and recall is absurd, especially when you make a appointment. I was throughly dissatisfied and most likely will never come back there! More

The Quick Lane manager (Jamie) called to clarify the confusion over using a coupon I had. It was his wording, in our first conversation that was confusing. I have a better understanding now, however, s confusion over using a coupon I had. It was his wording, in our first conversation that was confusing. I have a better understanding now, however, since this is the 2nd time I left that dealership with a feeling of distrust, I'm not sure if I'll return. I'VE dealt with this dealership since I had my first Ford, but I guess that great service is hard to find these days. More