Dealing with this service department was a nightmare! - Mom
Dealing with this service department was a nightmare!!
I am beyond disappointed with the treatment my family received from this dealership’s service department. I brought my vehicle in after my driver-side window stopped rolling up. The vehicle had been safely parked in my garage from the time the issue occurred until I delivered it to the dealership. Because the window could not close, I specifically expressed concern multiple times about the vehicle remaining outside overnight.
I was initially told the vehicle would remain under an overhang because indoor placement could not be guaranteed. For that reason, I returned the next morning instead of leaving it overnight so that it could be safe in my garage. When I returned, I again explained my concern and was assured that if the vehicle stayed overnight, it would be placed indoors.
When the vehicle was returned to me the following day, it had extensive rodent contamination and damage that was not present before the dealership took possession of it. The damage included rodent feces on the dashboard and throughout the vehicle, urine contamination, chewing damage to the passenger seat, damage to my daughter’s brand-new Loungefly backpack and wallet, damage to my child’s booster seat, shredded items throughout the floorboard, and rodent contamination beneath my infant son’s car seat. My family vehicle was returned to me in an unsanitary and unsafe condition.
What was even more disturbing was the response from management. During a recorded phone conversation, I was told the dealership accepted no responsibility because the rodent “could have entered at any time,” despite the fact that the vehicle was in the dealership’s possession overnight with a window that would not close. I was offered only “at cost” assistance, which management described as “generous,” and was told it was merely an attempt to avoid losing me as a customer.
The interaction became even more concerning when management referenced a completely separate prior complaint involving a tire warranty issue from 16 months ago and immediately recognized it without explanation. Combined with the dismissive and hostile behavior I experienced from staff during drop-off, this left me with serious concerns regarding the professionalism and attitude of this service department toward customers who have previously submitted negative internal surveys (not any public posting).
The facts also do not support the dealership’s position. My husband retrieved boxes of files from the vehicle while it was at the dealership, and those boxes showed absolutely no signs of rodent activity. The rodent feces later discovered in the vehicle were found in areas underneath where those boxes had been sitting, clearly indicating the contamination occurred after the files were removed and while the dealership had exclusive possession of the vehicle.
I have owned Ford vehicles for 12 years and have never experienced anything remotely like this at any dealership other than Supreme Ford. There is usually a level of professionalism, accountability, and customer care associated with the Ford brand, the Ford Difference, that was completely absent here.
Most upsetting of all is that I now feel uncomfortable placing my small children back into a vehicle contaminated with rodent urine and feces after it was returned from a professional service department. The complete lack of empathy, accountability, and urgency shown by management was appalling.
This felt like reckless disregard due to grudges and retaliation. These people do not belong in the service industry and certainly don’t deserve to represent the Ford brand.
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