Jessica Beesley

Not Good Experience responded

For the second time in 9 months, hours of my time have been wasted as parts promised were not present for scheduled service. Perhaps it really is on me for having hope in a different outcome with Gordie Boucher this time? Below are facts of my most recent experience and thoughts about customer service. Facts In mid-September I called the service desk to schedule a recall for my Ford Bronco. Service staff confirmed parts were available and on hand. The appointment was scheduled for 9:00 AM September 22. After taking the shuttle home after dropping off the vehicle, Jessica contacted me at 10:03 AM on Sept. 22. Jessica articulated that they did not have the parts for the recall, the parts were backordered, and that it would mid-October at the earliest. I named this has now happened to me twice and it was frustrating because I called for the appointment rather than making one online and the parts were confirmed. I shared that no one called me yesterday or this morning to tell me they had no parts before I brought my vehicle in. I shared I would be submitting a review. Jessica apologized and said that it would be reasonable to be frustrated with their team. Jessica said she was coordinating having my vehicle returned to me, and that it would leave the dealership to my house within a few minutes. Jessica closed by articulating to me that she wanted me to know that if I submitted a negative review, it would have negative implications for her employment by management. I shared that was a confusing customer service statement to make. At 11:12 PM I called Jessica back as my vehicle had not yet been returned to me after more than one hour. Jessica articulated she was not sure why it wasn’t returned to me yet. I named I would add this my review. Jessica responded that she passed in on to another department, so the issue was with someone else, not her. I articulated that if feels like no one is willing to take responsibility for anything. I shared that unless this is how most customers are being treated, then it appears I am being targeted for some reason. Jessica shared I was not being targeted. Jessica then added that the parts were actually there, they just did not have the special “tubing equipment” needed to complete the recall. I responded that I didn’t believe it was my responsibility to not only to ask if the parts were there when I scheduled the appointment, but to also have to ask if they had the right equipment to do the job. Jessica shared that staff were not responding to her about where my vehicle was. She asked if she should call me back when she gets more information. I shared with her she did not need to as I would likely be contacting the police if my missing vehicle did not appear in thirty minutes. At 11:32 AM my Bronco showed up at my house. Thoughts on GB Customer Service Does my time really matter to GB? Three hours for the disaster on Sept. 22, plus time to write a review, and then the time to bring it back again because of the recall? Are GB staff members trained to, or expected to, pressure guests to not write reviews that bring up concerns or trained to or expected to, throw other employees under the bus to customers? When scheduling a service appointment with GB, does/should one have to ask if they have the parts, the equipment, or staff to complete the work? Should it be expected of the customer that they also call again the day before an appointment to verify everything? Is it unreasonable to expect that a member of the GB team would call, in advance, if the “parts” or “equipment” are not present? Especially when this has already happened to the same customer. Is it unreasonable to expect that your vehicle gets returned promptly and when promised vs articulating, “I don’t know where your vehicle is right now” and not taking ownership for it “going missing” or not being returned as promised. Perhaps this is really all on me, and that my customer service expectations of GB are unreasonable.

Gordie Boucher Ford of Kenosha responded

Your mention of Jessica helping with your timing issue highlights the care our service team provides. Knowing we performed service on your Ford Explorer exactly as requested means a lot to us. We hope you have a great day too. Sal Pappalardo General Sales Manager 262-697-0700

Gordie Boucher Ford of Kenosha responded

Thank you for the 5-star review! We’re thrilled to hear Jessica provided one of the best service experiences you’ve had and went above and beyond to work with the warranty company on your behalf. Navigating vehicle warranty repairs can sometimes be challenging, and having someone who communicates, advocates for you, and keeps the process moving can make all the difference. We’re proud to hear Jessica and our service team at Gordie Boucher Ford of Kenosha provided the top-notch experience you deserve. We truly appreciate you trusting our Ford service department with your vehicle and look forward to helping you again! Sal Pappalardo General Manager Gordie Boucher Ford of Kenosha

Gordie Boucher Ford of Kenosha responded

Thank you for the 5-star review! We’re thrilled to hear Tristen, Matt, and Jessica went above and beyond and exceeded your expectations during your service visit. At Gordie Boucher Ford of Kenosha, our goal is to provide exceptional Ford service with great communication, quality workmanship, and a team that genuinely cares about taking care of you and your vehicle. We especially appreciate hearing that you continue to choose us for your vehicle service, and we’re grateful for your trust and loyalty. We look forward to providing you with another great experience on your next visit! Sal Pappalardo General Manager Gordie Boucher Ford of Kenosha

Gordie Boucher Ford of Kenosha responded

Thank you for the incredible 5-star review and recommendation! We’re thrilled to hear your experience at Gordie Boucher Ford of Kenosha was flawless from start to finish and that our team made you feel welcome with friendly, professional service. Whether you’re visiting us to purchase a new or used vehicle or for Ford service and maintenance, our goal is to make every experience easy, comfortable, and enjoyable. We truly appreciate you recommending our dealership to others and look forward to helping you again in the future! Sal Pappalardo General Manager Gordie Boucher Ford of Kenosha

Gordie Boucher Ford of Kenosha responded

We’re thrilled to hear that Jessica’s help made servicing your Ford F-150 easy and straightforward. It’s great to know our team has consistently delivered a positive experience. We look forward to assisting you again soon. Sal Pappalardo General Sales Manager 262-697-0700

Gordie Boucher Ford of Kenosha responded

We're truly grateful you took the time to share your experience with Gordie Boucher Ford of Kenosha. We're thrilled to hear Jessica went above and beyond to provide you with a professional, considerate, and exceptional service experience. Delivering outstanding customer care and making every visit as smooth and enjoyable as possible is exactly what we strive for every day. We'll be sure to share your kind words with Jessica and the entire Service Team. Thank you again for trusting Gordie Boucher Ford of Kenosha with your vehicle, and we look forward to assisting you with all of your future vehicle service and maintenance needs! Sal Pappalardo General Manager Gordie Boucher Ford of Kenosha

Gordie Boucher Ford of Kenosha responded

Thank you for taking the time to share your feedback. I'm sorry to hear your recent service experience did not meet your expectations. I understand how frustrating it is to be without your vehicle for an extended period, especially when you expected an oil change to be completed along with diagnosing the warning lights. I also apologize that our communication throughout the repair process fell short. Keeping our customers informed every step of the way is something we take seriously, and it's clear we missed the mark during your visit. I'd appreciate the opportunity to learn more about your experience and review what happened. Please email me directly at sal.pappalardo@boucher.com, and I'll personally look into your repair and discuss your concerns with Jessica and our Service Team. Thank you for bringing this to my attention, and I hope we have the opportunity to restore your confidence in Gordie Boucher Ford of Kenosha. Sal Pappalardo General Manager Gordie Boucher Ford of Kenosha

Gordie Boucher Ford of Kenosha responded

We're grateful you took the time to share your experience with Gordie Boucher Ford of Kenosha. We're thrilled to hear Jessica, Randy, and our Service Team have provided you with a great service experience. It's wonderful to know you've found our shuttle service convenient and that our Mobile Service Team was able to complete your recall right in your driveway. Providing flexible service options, expert vehicle maintenance, and exceptional customer care is exactly what we strive for every day. We'll be sure to share your kind words with Jessica, Randy, and the entire Service Team. Thank you again for trusting Gordie Boucher Ford of Kenosha with your vehicle, and we look forward to assisting you with all of your future vehicle service and maintenance needs! Sal Pappalardo General Manager Gordie Boucher Ford of Kenosha

Gordie Boucher Ford of Kenosha responded

We're honored to hear about your experience and truly appreciate your support of Gordie Boucher Ford of Kenosha. We're thrilled to hear Jessica, Sam, and our team went above and beyond to provide an outstanding experience. Delivering exceptional customer service and making every visit enjoyable is exactly what we strive for every day—and we're glad you enjoyed the cookies too! We’ll be sure to share your kind words with Jessica and Sam. Thank you for your recommendation and for trusting Gordie Boucher Ford of Kenosha. We look forward to assisting you with all of your future vehicle sales and service needs! Sal Pappalardo General Manager Gordie Boucher Ford of Kenosha