"They say you get what you paid for... I did not!!"
Terrible Customer Service from the Ford Service Department - 2/5/16 was the infamous date. While "hate" is a strong word it is the only description available here for 1 star and I wouldn't even give them that. I am going to summarize my poor experience as best I can while still providing enough detail to get the point across. First of all let me say that to this point I considered Covert Hutto "My Dealership" and I demonstrated as much with the purchase of three brand new cars and one used one in the last four years. I'd say that qualifies me as a repeat customer and knowledgeable enough to distinguish between good and bad service. My sales experiences have always been great and I have been fortunate to be in good positions come trade in time. So in that respect I think they do a great job but the sale is only the first part of the purchase. Service is where your customer retention occurs and thus your Service department should be where the Covert's ensure they employ "the best of the best" and from day one I have always had to involve my salesman to "make things right". So this last poor experience in service was the proverbial "last straw". So I walk in and for the second time over the last six months I complained about an intermittent air pressure issue only on the right side of my less than 12k miles Mustang GT. I notify my long time sales rep about it and wouldn't you know that he is having the SAME EXACT PROBLEM??!! I get a call an hour later from service that my car is ready. I walk in and was hurried along to the conclusion that I have a punctured right front that is not covered under warranty and that I need to pay $350+ for a new tire. I ask "what about the right rear?" and the reply was "we didn't find anything wrong with it." without any delay I have my keys in hand and I walk away disgusted because I was not shown the problem, I was not given any explanation other than that the judgement call was correct and therefore not covered under warranty. So I call my sales guy and I am very upset. Because of logistics issues I couldn't pick up my car until today, Monday, 2/8. I had to scrounge up an air tank, air up the right front myself because no one offered to change me over to my spare or any other solution whatsoever. I am fine with it being my issue but to be ushered out the door with essentially a flat tire is an inexcusable oversight. I am fortunate to have multiple vehicles so I was not overly inconvenienced but I still haven't heard from anyone at Covert to offer a better explanation nor a solution since had I even decided to buy the new tire on the spot, it is on back order for several weeks minimum. So again, I aired up my own tire just to limp the car home and was offered ZERO as an alternative solution. To add insult to injury both tires go low on my 9 mile journey home. So while the sales experience is good why on earth would you spend a combined $75k for two vehicles within six months only to be treated like a number and left with a xxxx flat tire for three days right in front of the doors to the service department? Don't buy so much as a floor mat at Covert Hutto because god forbid you need it serviced or to inquire on the warranty! Anybody want to buy a slightly used 2015 Mustang GT with a flat right front tire and a right rear that loses air anytime it feels like it? Other than that it is a great car!!! LOL
John was great from start to finish! I have never had an experience that was so quick. I love my truck and would recommend Covert to anyone. Thank you for everything John and Covert.
Great price for oil change and new windshield wipers first come first serve which was great for me the earlybird service guy was very nice for it being so early.
"Worth the drive to Hutto!"
Just bought my first truck, (first time buying on my own with no co-signer at least). John Cuellar was Amazing from the very first minute, no run-around and didn't get treated the way some women do, walking into a car dealer alone. Treated with respect the entire time, and he knows how to joke around! Everything was smooth, Adde Blauser Business Manager was a delight to work with as well. I've usually said I'd rather be mauled by polar bears than go car shopping, but these two made the experience pleasant and painless. Absolutely worth going out of my way to Hutto. An internet deal brought me in, and it was exactly what I wanted. I loved the small town atmosphere.
Other Employees Tagged:
"I truly had a great experience with my first time vehicle..."
I truly had a great experience with my first time vehicle purchase working with John at Covert Ford. He took time to explain my options and finding me a great deal that was affordable and headache free! I would recommend this dealership to all who are in the market for a new car!
Other Employees Tagged:
"Great experience they did not have the exact car is as..."
Great experience they did not have the exact car is as looking for so they found one at another location and had it brought in. No pressure no galling.
"Never thought the internet sales experience would be so..."
Never thought the internet sales experience would be so easy! Great service, great price, and a great back end team. I will be back in a few years when it's time for the next car.
"John and Chad were very professional, answered all my..."
John and Chad were very professional, answered all my questions. This was the most pain free experience in getting a new car I have ever had. I was made comfortable and felt no pressure from anyone, they made buying a car there all about me. I WILL tell anyone I know that wants to purchase a new/used car/truck to go to Covert Ford Chevrolet Hutto.
Other Employees Tagged:
, Leveius D. Bryant
"I had been shopping for a newer vehicle online for about..."
I had been shopping for a newer vehicle online for about a month and a half. I had been pre-approved for anything I wanted through my Credit Union up to a certain NADA value depending on the car I picked out. (year, model, mileage, options, loan value, etc)
I sent John an email on a Thursday evening explaining what I was looking for (They had a Beautiful 2010 Black Lexus IS 250), how much I could put down and what I had for a trade. He promptly replied with a price. I went in on a whim Friday afternoon and what I could pay for the car, I was short the amount needed for TTL and told him I would just have to wait until I saved a bit more. John didn't mess around and Made it happen and an hour later, detailed and gassed up my new baby.
Like I said, I had been shopping for a month and a half and the hassle of sales people and time it was consuming was really wearing me out!!!! I had all but given up on my search for a newer ride. John, Brandon and the Covert team took all the hassle out of it for me and wait for it....Actually made buying a car at a dealership a decent experience for me.
He followed up with me after a few days to make sure I was happy and everything was OK with the car!
I have never endorsed nor had reason to sing praise to a car dealership in the past.
I will most certainly look to them first the next time I plan on purchassing another vehicle.
"Phenominal buying experience! I am always treated..."
Phenominal buying experience! I am always treated extremely well at Covert and get everything I ask for....great deals, friendly folks, and immediate service requests! Keep up the great work!
Other Employees Tagged:
John Cuellar and Abby in finance