This is not a dealer that I would not want to deal with again. I had work done on my car and the entire incident was one misunderstanding after another; it almost bordered on deceptive practices. The service writer “Mike” said that he was just misunderstood, but he also stated that he was misunderstood many times.
It started with the initial phone call on Monday. After I explained that the car was throwing an error code for a downstream O2 sensor I asked if I needed to make an appointment to get it serviced in a reasonable amount of time, as we were driving to San Diego Thursday. It turns out that I have a CPO extended warranty on the car so I also told him about the heater not working. Mike said that “now I had an appointment” and I could bring it right in. I took the car in and Mike said that it would take a little time and would I like a ride home, I said yes. It took four hours to get a ride home. The driver was running other errands, like picking up bottles of water. When I finally made contact with him, he said that no one told him I was waiting. After I was home for a few hours I called Mike to ask what was happening and was the repair covered by the extended warranty. He said that he would check and call me right back. After over an hour I called Mike back and he said that “yes the repair was taken care of and covered” and I could have a rental car, as they could not look at the heater until the next day. I called Mike again around noon the next day and asked what was happening. He said he would check and call me right back. After an hour I called him again and he said “the wires on the heater sensor looked like they had been cut”. I mentioned that we had a problem with rodents in the past and maybe they had finally broke. He said that rodent damage was not covered by the warranty and it would cost me $430 and they had to order a part, but I could have the car in the morning. On Wednesday I called Mike and asked approximately when my car would be done, as I would need about an hour to drop off the rental car and get a ride back to the dealership. He stated that he would check and call me right back. After an hour I call him again and he stated that the O2 sensor was done, but they had not looked at the heater yet. I said that I would be over to pickup the car. It turns out it was the wires on the O2 sensor that were damaged and the $430 was for the O2 sensor, not the heater. I would never have authorized $430 for an O2 sensor as the part was $33, at a Ford dealer, and it would take me about a half an hour to install it.
When I asked Mike about the misunderstandings he said “he was sorry but that happened all the time and customers hear what the want to hear”. In the car when I picked it up was a card asking if you were going to give a negative review, please call first so I called the number on the card. The number went to the main switch board. I explained why I was calling and the operator said she would transfer my call to someone who would take care of it. She transferred the call to a service writer. Another example of grandstanding that meant nothing.
I realize that Mike and the department were harried, but from my point of view this just seemed like I was strung along with half truths through the entire period.