Andrew Nelson

Extremely disappointed with the lack of communication and customer service at Elder Ford. I have been trying for more than two weeks to get my Ford Escape serviced after the latest recall update caused probl customer service at Elder Ford. I have been trying for more than two weeks to get my Ford Escape serviced after the latest recall update caused problems with my touchscreen. I had no issues with the screen before the update; now it is constantly buggy and unreliable. We stopped at the dealership and spoke with Andrew, who told us he would communicate by text to arrange for me to drop off the vehicle. Unfortunately, that communication has been awful. I have repeatedly tried to coordinate the drop-off, but Andrew does not respond to my messages. We were also told that we were at the top of the loaner-vehicle list, yet nearly two weeks have passed with no loaner and no meaningful update. At this point, I have very little confidence that we are actually being prioritized as promised. A recall update performed by Ford created a problem that did not previously exist, and getting the dealership to address it should not be this difficult. The lack of responsiveness, accountability, and basic follow-through has made this one of the worst dealership service experiences I have ever had. Elder Ford seriously needs to improve its communication and customer care. More

by Greta North Verified Customer Verified Customer

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