Kept my truck 3 days and did ZERO work on it! and Damaged it - RayCho
What an extremely frustrating experience! I own a 2018 Ford Raptor, one of ford's flagship vehicles and also one of the most expensive vehicles they make. I have 9400 miles on the truck and received a recall notice for transmission selector switch. I also had an LED light that was dimmer than the rest on the front of the vehicle and a deformed side view mirror molding. I arrived at Ourisman Ford at noon on Monday to drop the vehicle off. Prior to dropping any car off at a dealership I always wash and clean the car prior just so I am aware of any damage that is preexistent. I drop the car off with Julien and tell him about the recall notice, the dim LED, and a mirror housing that looked distorted. I asked how long it would take and he said "we should have the parts in stock and should be done later today". I request a loaner but they don't have any available so I leave and he tells me to expect a call later Monday evening. I never receive a call. So I call Tuesday and leave a message around 2pm and never receive a call return. I call again around 4 and speak with Julien. I ask about the status of my vehicle and he says it's in the shop being looked at and they need to order parts. I ask why they are just getting to it when I dropped it off a over a day ago, no answer. I ask about a loaner and still none available. He says the parts were ordered and should arrive Wednesday and the truck would be ready to pickup Wednesday. On Wednesday I call around 2pm again and Julien says the parts have not arrived yet. I call again around 5 and he says the mirror housing had arrived and was currently being installed. I ask again for a loaner or at the least to pick up my car after they were done so I would have a vehicle. He says they don't usually do this but he would try and arrange a loaner through Enterprise. I ask if I should just come around 7 and he says no he would call because they may be done before then. I never receive a call. I arrive at the dealership at 6:50pm. I see the truck and nothing had been done. Keep in mind Julien said they were installing the mirror housing when I called at 5. The truck hadn't moved and nothing was done. I go in the service bay and ask for a loaner or just to get my truck back and they could call me when the rest of the parts arrive. He then informs me the mirror housing would not be covered under warranty and that is why it was not done. I ask why they kept my truck for 3 days if nothing was done, no answer. I asked for my keys and says when the rest of the parts show up he would call and I could come in to get them installed. I'm not given any paperwork only the keys and pointed in the direction of my truck. As I always do I walk around the truck and someone had hit the passenger side front corner and caused damage to the bumper, fender, and corner light. At this point I'm extremely frustrated and inform Julien of the damage. He looks at the damage and acknowledges the damage and says he will get the service manager. He leaves and is away for a few minutes and I get tired of waiting and I proceed inside. He is speaking to the service manager and I overhear him telling her that I was complaining of damage and that he thought it was just some heat that caused it, after looking me in the eye and saying it was caused by something hitting it! The service manager, Janet, comes out and sees the damage and says they will repair it. I request that replacements be order and that no paint work is to be done. I then tell her that I did not receive any paperwork since the whole point of my visit was to get the recall addressed. She goes inside and says that it was not done. So what you're telling me is that Ourisman kept my car for 3 days, damaged it and did not actually do any of the work requested?!?!?! So why keep it for 3 days and avoid my calls and don't call me back. It seems very odd that a dealer would keep a vehicle and not do any work unless they were trying to fix damage prior to returning it to me. So now I have a damaged $80,000 truck, the recall not completed, the LED not replaced, and the deformed mirror housing denied by warranty.
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