Justen Payne | Page 6

I purchased my 2024 Bronco Wildtrak at Roesch Ford. Once the car arrived (01/23/2024) Justen Payne (sales) allowed me until 01/27 to pick it up. I was assured multiple times that the car was inspect Once the car arrived (01/23/2024) Justen Payne (sales) allowed me until 01/27 to pick it up. I was assured multiple times that the car was inspected by the team and ready to go. When I arrived to see the car, we immediately realized none of the dealer-installed options were on. The dealership had 4 days to complete this work. Why was this overlooked? I then proceeded to have back and forth conversation with Justen where I repeatedly stated that I would absolutely not pay more for these options (which he was suggesting I may have to) than what was on my original invoice. This exchange lasted for a minimum of an hour before a manager named Ray Reynolds spoke to me and said, no problem we have the parts on site and can install them. Note, when I ordered the car, I was told the price was locked in as part of the Ford Price Protection Program. I was provided an "IOU" for this work and a service date on 02/02. I want to mention that Sam Mellenthin, Finance Manager, was able to match the price on an extended warranty without hassle and was friendly and personable. I dropped my car off as scheduled to get the remainder of my dealer-installed options placed on 02/02. The appointment on my paperwork was for 0830. By about 1330 I'd not heard back, so I called. I waited on hold for approximately 15 minutes before I spoke to a gentleman who told me my car was just being started and someone would call me when it was completed. Around 1630, I received a call from Justen stating that my bumper had been dropped and was dented. I waited 10 months for the car, the dealership had 4 days to install the options but chose not to, I had to inconvenience myself to bring it back to the dealership, and now 5 days into having this new car, Roesch Ford damaged it. Justen let me know they were ordering a new bumper, and the replacement would be taken care of free of charge (a basic expectation). I was told I would get a rental car if needed, which I declined. I then stated I would pick up my car, and they would call me when the bumper was ready to be replaced. I was sad about the event, but accidents happen, and it would be addressed. Around 1730, Brandon Coriell, Service Manager, called me with Justen "next to him." He recounted the incident to the bumper, apologized and "wanted to be honest" (again, basic expectation), stated he'd ordered another one which would arrive in 3-5 days, and someone would contact me as soon as the part arrived to arrange installation. I then picked up my car and arranged to spend more money on an additional paint and interior protection service with Justen. I asked for an "IOU" for the bumper replacement, and both Justen and Brandon refused to give me one. Justen had no issues giving this to me when I initially purchased the vehicle. Basic expectation, again, and an example of a breach of trust. I then had no other option but to leave with my car. I waited longer than the quoted 3-5 days to hear back about the installation of my new bumper. On day 11, (02/13), I emailed Justen and expressed my disappointment in the lack of communication, management of expectations, and attempt at service recovery. He then called me, and when I asked when the bumper arrived, he stated it had been at least 3 days prior. Note, I was not only bringing the car back for the bumper replacement, but I was also trying to spend more money at Roesch by having the interior and ceramic exterior treatments. I arranged to drop my car off on 02/15 to Brandon. I reiterated the poor communication to him and lack of service recovery. He then made a comment about credit for a future service with no other details. I picked up the car on 02/16. The bumper was replaced as promised and other services completed. Brandon apologized again and provided me with a credit for my first oil change and tire rotation. I would not have been offered anything if I didn't ask. Overall, poor experience for price point. More

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