True 5 Star Service meant to me:
⭐ The Service - avantmarine401
True 5 Star Service meant to me:
⭐ The Service Manager, Ryan was alerted by his staff that I had called in on a Friday late (5:00 p.m.-ish), about a steering problem I was having with my brand new Transit 350. He called me from home (he left the shop early that day) to investigate the problem!
⭐ After I explained to him the issue I then sent him the alignment paperwork from my local Ford dealership (whom actually washed their hands of me) saying they couldn't find anything wrong and everything was at factory spec. He explained he was quite certain that he could straighten this probleim out for me!
⭐ He explained to me, based on the alignment paperwork I provided, that it was the rear end causing the steering problem just a simple alignment issue. Next Ryan gave me the instructions how to get the warranty issue started. Keep in mind, the local dealership here in Live Oak Florida, didn't provide any of this for me, after working on my new Transit 350 a total of 3 times!
⭐ Ryan informed me, based on my service package I purchased with my new van, there would be a rental car waiting for me once I dropped the van off for repairs, at no additional cost.
⭐ When I pulled up in the service lane, Ryan himself, the service manager walked out to my van and crawled under with his nice white shirt on, looked around and explained exactly what he thought.. no visible damage simply a setting issue on the rear alignment.
He told me the rental car was ready and waiting, but if I had an hour that he could throw it on his rack and check it out. He was certain that I would be out of there by then, so of course I said "by all means please do"!
It was literally 1 hour, almost to the minute, the shop foreman, Joe came in to meet me in the customer lounge (which was as nice as any Holiday Inn Express lobby I've ever been to), and cheerfully explained it was ready!
Joe had paperwork in hand with the alignment settings from the Live Oak dealership and the comparative paperwork from Duvall Ford indicating the new settings. A notable difference was observed and then said let's take it for a spin. I found it interesting and completely over the top, that a shop foreman would care to ride with the customer to see if I was satisfied or not!
I wish to note at this point that Jace, the service concierge checked me in with his tablet and provided a cell phone number for me to use if I had any issues, while I was at the dealersh. You can't get that level of service at half of the restaurants these days!
On the test drive with Joe in the passenger seat, he asked me what did I think. I said, "its Awesome"!
There was nothing major wrong with the van just, a simple rear axle alignment setting.
I told the service manager Ryan that if I ever buy another new vehicle, rest assured it would be from Duval Ford! All of my service and repair needs for my 2025 Transit 350, are now with Duvall ford, 100 miles from my house in Live Oak, Florida!
The best way I can sum up true Five Star experience is:
DUVAL FORD!
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