Christian Calle | Page 18

Ford of Port Richey responded

We are sorry to hear about your experiences. Our team has done the best they can to communicate with you when requested. We provided you with the updates you asked for when you asked for them, even when they came several times a day. There are no new developments with your build, and our team communicated that to you several times. We communicated to you multiple times that your build order was very complicated, and that Ford is having delays in fulfilling your order. We invited you to modify your order to speed up the process, and you requested that we leave it as is. You asked about the priority code, we informed you that the priority code is based on your build options. Again, you asked that we keep your build as it was. You asked if the order type could be changed, we informed you that it would not change the build time. Our team has been more than communicative with you, and done everything to update and accommodate you. Eventually, when Ford fills your order, we will be reaching out to you. Thank you.

Ford of Port Richey responded

We understand your frustrations. We will notify you as soon as there is an update on your build.

Frustrated responded

As I expected, you do not take responsibility for your failures. You are “sorry to hear about [my] experience” but you do not apologize for your ineptitude as a dealership to communicate and follow through. Your “team” failed miserably with the simplest task: communication! Updates were absolutely NOT provided to me when I asked for them. I literally had to send a follow up email to Christian asking if he received the first email because he DID NOT reply to the original email. Each email was sent on Tuesday and Wednesday, respectively. On Wednesday, Christian acknowledged receipt of the original email, offering no reason why he ignored it. He told me Wednesday he would see what he could dig up. When he didn’t provide me with any update by Friday, I emailed your GM, Mr. Hopkins. Of course, he didn’t reply either but, I assume he said something to Christian, because I received an email from him now offering an excuse why he didn’t reply. What was most infuriating, Christian kept insisting I emailed him for the FIRST time on Thursday while he was at the vet with his ill dog, which was his excuse for not replying. Even after I corrected him by sending him the emails that I sent on Tuesday and Wednesday, he couldn’t swallow his pride and admit he made a mistake. Fast forward to last Wednesday when Christian told me he was going to be back in the office on Friday, at which time he would speak to your ordering coordinator and update me about possibly removing some options in an effort to accelerate the build. Of course Friday, the weekend, and then Monday came and went with ZERO communication from Christian! So your damage control tactics have no merit. Your dealership placed the order as “stock” when it should have been a retail order. THAT is why I was reaching out; to get it corrected! I sent a Ford Manufacturer notice to Christian which stated stock orders with a few of the options I had would not be built for the remainder of the 2022 MY. They would only be built for retail orders. So your condescending remark about the “order type … would not change the build time” is highly inaccurate and a bold-faced lie! It was right there directly from Ford; something that your dealership should have shared with me, not vice versa. In closing, before replying to a negative review, you may want to gather all of the facts. Your team DID NOT do everything to accommodate me, and you have been less than communicative with me! The proof is in the pudding as they say, or in this case, the email threads. Never once did I hear back from Mr. Hopkins regarding my concerns! That’s your idea of communicative and accommodating?! For all those that have read the review to this point and are/were considering patronizing Ford of Port Richey, tread lightly, or better yet, turn away. I know we all make mistakes, and that is not the reason for the negative review; it’s the total lack of empathy, communication and humility.

Ford of Port Richey responded

Good morning, My name is Christian and I am one of the sales managers at Ford of Port Richey. Please reach out to me directly either here or by emailing me at ccalle@fordofportrichey.com Thanks!

Ford of Port Richey responded

Thank you for following up with me on your experience. I want to apologize for the lack of communication from your salesperson. That breakdown in communication will be addressed. Leaving our "customers in the wind" as it were, is not how we do business, and I will address that issue personally. I am, however, happy to hear that you had the opportunity to meet our parts guys; they go the extra mile for everyone. I appreciate the feedback as it gives us teaching opportunities to improve our team.

Ford of Port Richey responded

If you need a point of contact in the future, please reach out to me personally at ccalle@fordofportrichey.com as I check my emails throughout the day. Thank you.

Ford of Port Richey responded

You can reach out to me directly if you would like me to check on the status of your order, yes.

Frustrated responded

Christian, my request is very simple: excellent customer service is all I ask. I came into the dealership the week of Christmas, going straight to the parts department to get my questions answered directly instead of waiting weeks for my sales associate. By chance the sales associate walks in and sees us at the counter and gives us some excuse about how he’s been waiting to hear back from so and so. Communication isn’t difficult. A quick reply to my emails is all it would have taken but, the lack of customer service is extremely frustrating! However, to end on a positive note, Randy and Lee (?) in parts went well above and beyond answering all our questions! They are the true representatives of the dealership!

Frustrated responded

So, if I have any questions about my order I should reach out to you?

Frustrated responded

Ok, thank you