Unequivocally, worst customer service experience I have... - v1ntage1
Unequivocally, worst customer service experience I have had in 35 years on this earth.
Took my Ford Performance vehicle in to Ashley H @ Ford Bellevue Service for a simple change of tires. Literally, a single action item for low profile tires given the original Cup 2s on the vehicle were at the end of useful life.
Upon taking inventory of the car, the advisor made a huge deal of the type of vehicle (which is fine, happens everywhere) and then proceeds to…
1. Tell me I need to get X, Y, Z after markets parts and only those parts
2. Provides an additional 1k in services that the RS “needs” – I am already paying you 1k for equipment – maybe try to install that sufficiently prior to trying to gouge a new customer for an incremental 1k?
3. Within the first 60 mins – I receive an AutoNation email from Florida (this dealer is in Seattle, WA) asking me to buy my Focus RS which I have never seen occur in the first 30-60 mins following checking in at a dealership
a. When I bring this to the Service Attendants attention, she asks me if I “would like help routing it to my trash or spam folder?” – PNW passive aggressiveness at its finest
4. I then ask for an update at Hour 3 – to which she returns without an update and throws an east coast Ford dealership under the bus (“when was the last time you serviced this vehicle?” ; “If you don’t replace these lugnuts the wheels will explode”)
5. At Hour 4, when Ashley tells me it will be another 40 mins to finish the job and align the car, I ask her to take the vehicle off the rack because I am in danger of missing another appointment
6. Then, as she passive aggressively finalizes the bill for incomplete work, given the tires were not balanced, she breaks down and starts crying in front of me and is a hysterical mess which makes me extremely uncomfortable as the customer
a. Also, makes it a point to state that this is “her livelihood and any negative feedback would impact her professionally” – completely unprofessional way to handle not meeting customer expectation
7. Given a woman is melting down in front of me and it’s a complete public spectacle, I am unable to question Ashley on why I have been overcharged by 40 percent on the brand new tires sold to me by AutoNation
Approximately 40 days after the incident, I follow up with Josh M who is the GM of AutoNation Bellevue. I communicated to him the points above and he agreed that the situation was wholly unacceptable. He stressed I would work directly with him and he wanted to “make it right”. Therefore, I carved out MORE time to bring the vehicle back to Bellevue (I live in Seattle) and he also stated a $200 return for the overcharged equipment
I voiced to Josh I would not write a review as long as the agreement was upheld. After calling Josh no less than 4 times following our in person meeting, he and his staff are unable or unwilling to send reimbursement for my time in addition to their dishonesty wrt equipment pricing.
If you have a Ford Performance vehicle in the PNW and want literally the worst customer service experience possible with a healthy dose of white privilege and absence of honesty in transacting business, give Josh M @ AutoNation a call 😊
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