Danielle Thomas | Page 10

Unusual Circumstance Leads to a Resolved Issue I brought in my Ford Escape to Rountree Moore Ford on Saturday, October 26, 2019 for routine maintenance and a timing belt replacement. This was a fir I brought in my Ford Escape to Rountree Moore Ford on Saturday, October 26, 2019 for routine maintenance and a timing belt replacement. This was a first time visit to their dealership as my previous dealer had become lackluster in service and I no longer trusted them with my vehicle. Vehicle was dropped off at the beginning of their day, 8:00am. Worked with Danielle Thomas who was courteous upon my arrival. I got the paperwork going, and before leaving asked about the keyless entry keypad which is on the B-Column of the drivers door. I explained it was cracking underneath visibly and was curious as to the cost of getting that replaced. Without even looking, she advised it would be $125 for diagnosis, to which I opted NO! About 20 minutes after leaving the dealer, Danielle calls to say the timing belt was a time-extensive service and the car would not be ready that day, asked if it could be picked up Monday to which I advised it would be ok, I definitely wanted them to NOT rush. Sunday, I shot an email to the dealer asking about the seriousness of the $125 diagnosis cost for the keyless entry. Thought it was a bit ridiculous considering the amount I would be spending on service and there was no legit diagnosis needed, the part is visibly cracking! Danielle called and left a VM on Monday saying they got my email and would waive the diagnosis fee, and the part would be $129 plus labor, she also advised they did not have the timing belt in stock and had to wait for it to arrive before continuing the service. First off, this means they never even started on my vehicle Saturday, and I am out of a vehicle for yet another day. Secondly, I doublechecked Danielle on the cost of the part, and the msrp through the Ford Owner site is $71.00, so I found that Rountree has a high markup on parts! I called back and got her VM, so left msg advising TO NOT order the keypad that I could get it myself for much less. I also asked her to call back with a time-frame on the Escape. She never called back. I called again Tuesday, twice. Once leaving another VM and the second time she answered. I was told the belt was in and the Escape would be completed by Wednesday, hopefully by noon (10/30/19)! So, this makes it 4 days they would have my Escape in for routine service and timing belt replacement. Wednesday, I call (yes, no phone call, so I called myself) and discover the Escape is in fact ready now! So I advise I will pickup that evening after work. Danielle advised the tech had mentioned to her about a hose broken on the opposite side of the engine from where he was working on and it would need to be replaced, but they would have to order the part. She said he taped it and it would be ok until then. Last I had checked when I checked fluids and all, there was nothing broken and that was a week prior. Upon picking up the Escape on 10/30/19, I pay the bill and ok the ordering of the hose piece needed. Upon checking the engine to see what hose it was, I discover the plastic engine cover was missing, and the broken hose was a small line coming off the air filter tube, and it was not broken at the last service! I go back and catch Danielle outside and let her know the engine cover was missing. Priceless expression. Her and another individual go to the back to look and return a few moments later advising the tech was gone for the day, but they would either locate it or replace it. I tell her to just let me know, and I leave. After running a few errands, I stop for a bite to eat. Upon leaving the restaurant, to my surprise the rear wheel on the passenger side of the Escape looks weird. Thought at first it was really dirty, but upon walking up to check I find that it is not the original wheel that was on my vehicle when I dropped it off for service! I call the dealer, but service closes at 6pm and it was 6:03 and no one answered. So I left a message advising of what I found and that I would return in the morning. On my way home, my dash info center went off with TPS warning (wrong tire) and coolant level low warning! I immediately pull over and check. Everything is fine, coolant level is normal, engine not running hot, so unsure what caused it. Did make it home. Found contact info to Morgan Auto Group (owner of dealership), and emailed them about my concerns. Received a reply immediately advising they would look into the matter. Next morning, 10/31/19, I return to Rountree Moore Ford and arrive before the service dept does. Once again, I had priceless expressions as people began to arrive and they noticed the wheel. The million dollar question is "how did this happen?"! Danielle arrives and we discuss the issue. She works up a work order to list the concerns, and advised they would find the wheel, and cover and run diagnostics to ensure the Escape was back to normal! I ask that someone look over the timing belt service as I was concerned with so many mishaps happening, that something may have been missed. She 'assured' me that the tech that performed that service was a 25 year employee and master certified. That the work would have been done properly. I mention, "well he left off the engine cover! So something might have gotten overlooked"! She said they would look it over. I insist on a loaner so I can get to work. She spoke with the Service Director who said yes. So they provided a loaner for me to use until the issues with my vehicle were resolved. Later that evening, I get a phone call from Danielle letting me know my Escape was done! The wheel had been located on a vehicle still in service (whoops!) and the engine cover was also located! Diagnostics found no issues and tech advised it may have been a bubble in line that triggered the coolant sensor. Friday, November 1, 2019, I return to the dealership to give back the loaner and pickup the Escape. Danielle was not in at this time, but another adviser helped and said to let them know if there was any other issues or concerns. Before leaving I did a walk around myself, all four wheels matched and the engine cover was in place. After driving around in the Escape over the weekend, things seem back to normal! Initially I would have rated higher based on the attention given to my issues, but upon choosing Rountree Moore Ford as an alternative to a dealership that I had previous issues with, and I experience these mishaps from the very first visit, I went lower. I still recommend as the issues were resolved, and the Morgan Auto Group took my concerns seriously. More

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The people at rountree- moore ford are great. Always very friendly. Bailey who sold me my car and Danielle who is my service representative are fantastic. friendly. Bailey who sold me my car and Danielle who is my service representative are fantastic. More

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The service team is always great. Fast, efficient and helpful with anything i need. They always go above and beyond to exceed my expectations. Thanks helpful with anything i need. They always go above and beyond to exceed my expectations. Thanks More

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Oil change as always the service department and especially Daniel was accommodating to a late afternoon oil change appointment. I was in and out in minimal time. as always the service department and especially Daniel was accommodating to a late afternoon oil change appointment. I was in and out in minimal time. More

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PERFECT SERVICE My service rep Danielle is amazing as always. She really cares about me. I don't just feel like a number. My service work is always done in a timely m My service rep Danielle is amazing as always. She really cares about me. I don't just feel like a number. My service work is always done in a timely manner. More

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My service writer Danielle was on got me in and out quickly and kept check on my car and kept me informed on what was going on. quickly and kept check on my car and kept me informed on what was going on. More

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Great customer service The service reps are always very professional and courteous, they are always prompt and I've never really had to wait. Danielle is amazing. 5 stars ev The service reps are always very professional and courteous, they are always prompt and I've never really had to wait. Danielle is amazing. 5 stars every time. More

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Completely satisfied. Took my 2019 F250 in for an oil change and tire rotation. Since I arrived without an appointment, I expected to have to wait awhile. My Service A Took my 2019 F250 in for an oil change and tire rotation. Since I arrived without an appointment, I expected to have to wait awhile. My Service Adviser, Danielle, got my truck in right away and I was back on the road in 1 hour. Very happy with level of customer service that I received. More

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Very Professional When scheduling an appointment, I always have two or three choices of time and date. There is very little waiting to get checked in and the work is d When scheduling an appointment, I always have two or three choices of time and date. There is very little waiting to get checked in and the work is done in a reasonable time. Everything on the work contract is explained and also what may need to be taken care of at a future visit. More

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Great people The people are very friendly and helpful. I was scheduled for a "pit stop" and was to meet with a teen member who no longer worked there. Danielle ste The people are very friendly and helpful. I was scheduled for a "pit stop" and was to meet with a teen member who no longer worked there. Danielle stepped up and helped me out. Almost everyone I have come in contact with has been very friendly and helpful. More

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