First, I would first like to preface this review with how - Kelley.Harvey
First, I would first like to preface this review with how professional, polite, and kind John Mallory has been towards me for more than a year since moving to Huntsville and utilizing the service center at Bill Fick Ford. While it is very difficult to build relationships regarding a tool like your vehicle, it is equally difficult to tolerate disrespect and outright rude behavior, not being treated equally, and an unprofessional dress code by the lone female service advisor, first name starting with "A". Friday, August 26, 2022 I arrived at the dealership due to a re-call parts installation on my Ford Escape 4 x 4 SUV and was greeted by a more than kind baby girl sitting on this service advisors counter. This service advisor greeted me with a loud, commanding voice with a scowl on her face. I was so shocked at her unprofessional behavior that it took me a minute to gather myself to answer. When I did begin to answer, I began stuttering, losing my train of thought, which is something I never do. I was surprised at my re-action. I looked into her eyes again and looking at me angrily, she repeated the same behavior. The service department manager, JM intervened telling her, "She is here to have parts that were re-called replaced. The parts have arrived. I will take care of her". She finally stopped the behavior. I turned and went into the waiting area. About 15 minutes later, the female service advisor appeared wearing shorts that were as short as the shorts cheerleaders wear in high school. As an indigenous elder, her attire was very offensive and unprofessional for attire at a dealership; Bermuda shorts just above the knee would suffice. Today, Wednesday, August 31, 2022, I arrived at the dealership to have a "Works Package" performed on my suv. JM greeted me with respect and friendliness quickly checking in my vehicle. I walked through the door and went straight back to the waiting area. While I was in the waiting area, this same female service advisor was greeting her customers with friendliness and respect; making light conversation with everyone she came in contact with. Again, she was wearing really short shorts. She left the waiting area with two EMS first responders who came in after everyone else in the waiting room and left before everyone else. I get it. However, what I noticed again was that, she was very chatty, friendly, polite, bubbly, and respectful. When JM called me, I walked out of the waiting area behind another lady the female service advisor apparently knew to the cashier counter. "A" was walking beside the lady in front of me talking, chatting, laughing, and making small talk with her. "A" turned around to walk back to her counter, looked me right in the face and said nothing, not a word, not even a "hello, how are you"? When it was my turn to cash out, I asked the new cashier for this service advisors name. I informed her this service advisor has refused to speak to me the last 5 or 6 times I have frequented this dealership. Her jaw dropped open in disbelief. For the previous experiences I have had with the female service advisor, I am rating Bill Fick Dealership Service Department with 3 stars instead of 5. This dealership has lost my business and my trust that John and I have been working towards building for 16 months. The 5 star ratings for Customer Service, Communication, and Friendliness are for John Mallory. Treating each and every customer as an equal is of the utmost importance. Remember that were it not for customers, you would not have a business to run.
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