Curtis Ford | Page 5

THANK YOU APPLE FORD - SERVICE DEPARTMENT While spending the weekend in Western MD, my 8 month old Ford Edge broke down on me. I located and call the nearest Ford Dealership (Schaeffer) to te While spending the weekend in Western MD, my 8 month old Ford Edge broke down on me. I located and call the nearest Ford Dealership (Schaeffer) to tell them what had happened and what icons came on the dash when my vehicle lost power. At 4:00 p.m., no one answered the phone at that dealership. So, I called home to Apple Ford and spoke to David, explained to him what had happened and the situation I was in (Saturday evening, out of town, new vehicle broke down, nearest dealership closed already) and then asked if he thought it would be okay to drive it home (approximately 250 miles). David very sincerely told me no, that he would not be comfortable with telling me to do that and to please just wait it out until Monday to bring it to Schaeffer Ford. He said he would feel better if they looked at it first, ran diagnostics and take the appropriate action before I drove it that long of a distance. So, I took his advice and waited until Monday. THANK YOU DAVID! Monday morning, called Schaeffer Ford told them that I needed to bring my new Edge in for service and explained why. The Service Advisor that I spoke too was rude, arrogant, nasty and told me Schaeffer Ford Service Advisor: "Yeah, bring it in. I might have time to get to it in a few days" Me: " Ahhhh, a 'few'days?" Schaeffer Ford Service Advisor: "Yep, that's what I said" Me: "Ahhh, okay well I have to get home today. Do you have a loaner/rental for me?" Schaeffer Ford Service Advisor: "Ford ain't obligated to give you a loaner" Me: "Ahhh, this is a 'new' vehicle and it's still under warranty, especially since I bought the 100,000 mile/10 year extended warranty. Yes, I do believe Ford 'is' obligated to give me a loaner. Schaeffer Ford Service Advisor: "Nope, you're wrong" Me: "Okay, I think I'll check into that a little further. And in the meantime, I'll bring my vehicle down to you (reluctantly at this point)" I then called back to Apple Ford and spoke to Curtis. Explained (again) to him what had happened and how I had been treated. Curtis was disturbed and told me to take my vehicle down there, use my authoritative voice and to tell this rude dude exactly what I want him to do "Run the diagnostics, read the codes, then replace the throttle body (whatever that is - lol). And if he gets nasty with you again, call me back and I'll speak to him" THANK YOU CURTIS! Following that phone call, I called the group that handles warranties/extended warranties. They (Rudy) confirmed that I 'was' entitled to a loaner/rental and that Schaeffer Ford was absolutely wrong in telling me different. Again, Rudy told me exactly what to say and do and that if I had any further issues to please call him back and let him know. THANK YOU RUDY! Brought my vehicle to Schaeffer Ford and they did eventually fix it (had to replace the throttle body - fancy that - lol). While there, I told them that I had made a few more calls and confirmed that Ford 'will' provide me with a loaner/rental if they were going to have my vehicle for more than 1 day! THANK YOU AGAIN RUDY! The looked a bit surprised that I told them that and then responded by saying "Well, let's cross that bridge when we get to it." Nope, let's address it right now because I need to get home today ... either in 'my' vehicle or 'your' loaner. Schaeffer Ford ended up fixing 'my' vehicle that day and I made it home that night. To sum this all up, THANK YOU APPLE FORD SERVICE! YOU GUYS ROCK!!!!! And Schaeffer Ford - YOUR SERVICE ADVISORS need some SERIOUS training in customer service, attitude adjustments, behaviors and manners! GOOD LUCK WITH TRYING TO MAKE THAT HAPPEN ... Other notes: They did not use paper floor mats or plastic protection on the seats. Did not bring the vehicle to me when I went to pick it up. Handed me the keys and said here ya go. Had to go out and search for it. Found it 'way' at the back of the building. More

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Excellent Customer Service My family and I would like to give a special Thanks to Mr. Curtis Ford. I know he deals with hundreds of customers weekly, which makes it even more i My family and I would like to give a special Thanks to Mr. Curtis Ford. I know he deals with hundreds of customers weekly, which makes it even more impressive that he will take the time out of his busy day to ensure that my family and I were receiving the proper care and maintenance for our vehicles. That attention to detail says a great deal about his professionalism. Apple Ford Lincoln of Columbia needs more personnel with the attitude and professionalism of Mr. Curtis Ford. Thanks again and Keep up the good work. More

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Everyone was very helpful I went in for an early morning appointment. Everyone was so nice and helpful. Even though I was there a lot longer then I would have preferred. The se I went in for an early morning appointment. Everyone was so nice and helpful. Even though I was there a lot longer then I would have preferred. The service and all the employees tried to make my time better and worked very hard to get me out of there in a timely manner. More

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Overwhelming lack of professional courteous for the customer My experience with this company has be horrible, the level of professional courteous for the customer is the worst I’ve ever experience. I brought my My experience with this company has be horrible, the level of professional courteous for the customer is the worst I’ve ever experience. I brought my car in for diagnostic service on Wednesday, June 29th at 7:00am, I called the service tech Kevin Ford at 2:00pm and my car had not been touched. I inquired with Kevin why was I advised that I had and appointment at 7:00am for my car to not be even looked at by 2:00pm. Kevin stated that the tech was unable to get to it, he then stated I now have a tech available I will give you a call back. Kevin did call me back within a couple of hours to advise me that the issues my car was having stemmed from the repairs done from an accident that were not completed or completed incorrectly. Kevin advised me to take it back to the auto body that completed the repairs, I picked up my car that evening returning it to Columbia Auto Body. Columbia Auto Body worked on my car and could not find how their repair or lack thereof was causing the issues with my car, the adjustor from my accident was contacted and requested a full diagnostic be completed by Ford technician. Columbia Auto Body brought my car back to Apple Ford the morning of Friday, July 1st, I was to the understanding that because this was a holiday weekend that my car would probably not get looked at until the beginning of the following week. I went and obtained a rental car for a week in which is out of my pocket until diagnostic results determines the issues are related to the accident, my insurance company or Columbia Auto Body will not cover the cost. I got the rental foreseeing the issues to be found and my car repair would only take a week. Myself, the insurance adjustor, and the manager of Columbia Auto Body have continuously contact the service department and was told repeatedly that my car was a complicated issues and the tech was still working on my car. Wednesday, July 6th I left Kevin Ford a message to return my call with no call back, I called again Thursday, July 7th spoke with Kevin and he advised me that my car HAD NOT BEEN TOUCHED by the tech because he had been working on another car. Thursday, July 8th the insurance adjustor, and the manager of Columbia Auto Body was advised that my car would get worked on that evening or first in the morning of Friday, July 8th. It is now Friday, July 8th and my car still has not been touched by a tech, I spoke with the service manager Curtis Ford who gave me an entire different story from what we had been advised all week, he also advised me that the tech MIGHT be able to get to my car today but if not MAYBE Monday!!!!!! My issues with this entire situation is once again the overwhelming lack of professional courteous for the customer, simple honest communication could had alleviated all of this. If I had been advised accurately that my car was not being worked on I would have taken my car to another Ford Service dealership, because of the extreme dishonest communication I will now have to go into another week paying out of pocket for a rental costing me $336 plus the holding of an additional $200. I will never bring my car to Apple Ford ever again, I will be sure to utilize verbal and social media to make everyone aware of the horrible business practices. More

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Great service I received quick and professional service from Apple Ford with the help of Curtis Ford. Thank you and keep up the good work that I have become accust I received quick and professional service from Apple Ford with the help of Curtis Ford. Thank you and keep up the good work that I have become accustomed to. More

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Thank you Apple Ford!! :) I bought a Ford Escape from Apple Ford and fell in love with it. Unfortunately I have had some issues with it but I have had the pleasure of meeting L I bought a Ford Escape from Apple Ford and fell in love with it. Unfortunately I have had some issues with it but I have had the pleasure of meeting Les, Service Consultant, and Curtis, Service Manager. I will start with saying that every time I have an emergency, Les is extremely quick in fitting me in which makes me feel like I'm important to him. Les is also extremely fast with getting my car diagnosed and contacting me after dropping my car off. Curtis is also very knowledgeable and willing to go the extra mile for his customers. I enjoyed sitting in his office just to chat. I have never been treated so well by a dealership and I will never stray from Apple Ford service. Thank you guys for making sure my car is 100% corrected and going out of your way to help me every time. More

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CURTIS!!!! You are WONDERFUL!!!! THANK YOU!!! I have a 2013 Ford Fusion Titanium which I absolutely adore. ( I love this car). Well I nearly went to pieces when the car would not start. I just d I have a 2013 Ford Fusion Titanium which I absolutely adore. ( I love this car). Well I nearly went to pieces when the car would not start. I just didn't know what to do. I called Curtis Ford who had helped me once before. Curtis showed such GREAT CUSTOMER SERVICE TO ME ONCE AGAIN. He first calmed my fears. (Thank you)!! He then gave me excellent trouble shooting suggestions that actually worked. I am so grateful to Curtis, because, when I talked to him I was DEVASTATED. He brought me from 10 (being totally shaken up) to 0 (calm & peaceful)!! Good Customer Service is a MUST for me. It is very important. Presentation means everything!! , Curtis has always showed GREAT EXPERISE & most of all COMPASSION!!!!! Thank You so much Curtis for being such a PROFESSIONAL. Thank you for calming my fears & allowing me to feel that I matter not only as a customer but as a person. To actually allow me to feel that I MATTER!! I THINK YOU ARE THE GREATEST!!!! Thank you so much!!! Joyce Chandler More

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THank you Curtis This was my 5th or 6th time taking my 2013 Ford Focus in to the dealership, due to experiencing manufacturing malfunctions. Though I am not pleased w This was my 5th or 6th time taking my 2013 Ford Focus in to the dealership, due to experiencing manufacturing malfunctions. Though I am not pleased with all the problems I have had with this car, the customer service provided by Curtis Ford was so phenomenal that I had to say something. I was extremely upset and almost at the brink of tears when I came in, with my 16 month old. He noticed how distressed I was and took me aside personally to put me at ease. I truly appreciate him taking out the time to listen to my concerns, and working with me to find a solution. In a difficult situation especially one that he was not responsible for, it is hard to take ownership. But that is exactly what he did. Its people like this who take the time and effort to go above and beyond their call of duty that keep customers coming back. I am extremely appreciative. A heartfelt thank you. More

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Best service experience EVER! I bought my Ford in Winston-Salem, NC, but now live and work in the Baltimore area. I had a factory recall service performed at the W-S dealership and I bought my Ford in Winston-Salem, NC, but now live and work in the Baltimore area. I had a factory recall service performed at the W-S dealership and they made a mistake that did not surface until after I drove back to Baltimore a few days later. I took my car to Apple Ford Lincoln expecting to get a lot of double-talk and excuses about how they could not fix a problem another dealership caused, but I didn't! Without an appointment, I was lucky they had a no-show, they had my car on a lift and fixed by the time I finished my free cup of coffee. Best part...NO CHARGE! They said they did not need to replace parts and the time was not undue. They could have turned an unfortunate situation into a "Who'is going to pay for this" nightmare, but they took the high road and helped a fellow dealership far away. Great service...Great Team! Thank you Steve and Curtis...I'll be back. More

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Excellent service and timely experience I originally went to the dealership in Gaithersburg because that's where I purchased my ford escape but I won't think twice about going back to them n I originally went to the dealership in Gaithersburg because that's where I purchased my ford escape but I won't think twice about going back to them now that I have found apple ford! Their parts and service department had me in and out in minutes and were so helpful! I'm not too familiar with cars but Paul from the parts department was so helpful and nice and got me the exact part I needed and for a resonable price. Curtis ford in the service department had me in and out in no time and was awesome! You guys have a top notch team! I was very impressed and will be getting my car serviced at Apple ford from now on!! More

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