Service Department | Page 31

Warranty Repair My 2015 F150 had what I thought was improper brake rotor wear at 28,000 miles. Van Bortel agreed. After discussions with Ford Customer Service, Van My 2015 F150 had what I thought was improper brake rotor wear at 28,000 miles. Van Bortel agreed. After discussions with Ford Customer Service, Van Bortel replaced all four rotors and brake pads, as well as driving me home and back because the service was going to take longer than expected. I could not have asked for better service! More

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Strike Three VanBortel, You're OUT!!! I have been using the VanBortel Service Department for several years and visit at least monthly due to the high mileage I drive as well as having seve I have been using the VanBortel Service Department for several years and visit at least monthly due to the high mileage I drive as well as having several cars needing service. Over the last several visits, I have experienced several problems with the quality of the service work performed and recently the customer service at the dealership. The service problems are a leaking oil filter from a regular oil change that required two additional visits to the dealership. One to review the problem as the service department was full and a second to have another oil change performed. As I was on a long trip when the low oil light came on there was also the possibility of engine damage due to the low oil. During a visit to have the wheel bearings changes, the ABS sensor was broken and the vehicle needed to be taken into the dealer a second time for repair. Not a big problem, but another inconvenience. During my two most recent visits, I picked up my car after a brake job to find that the passenger side door had a large dent. Obviously, someone that parked or picked up the vehicle next to mine had slammed their into mine. This was during one of the recent wind storms and there is no way to prove that it was a Van Bortel employee that dented the door, but it was still frustrating that this problem occurred. During my last visit and this is the proverbial straw that broke the camel's back. I waited for over an hour for a ride home. The shuttle was an hour and twenty minute wait. The service department was short staffed due to people calling off work. VanBortel management made no effort to put the customer's first and make sure that people like me were their priority. So it took me over two hours to get home. I don't know what is happening to the service department at VanBortel, but certainly the quality of the workmanship has been poor and recently the customer focus has been lost. Now, VanBortel has lost me as a customer as well. More

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Terrific experience across departments with great prices Met Paul Bowers when family was looking to get a 2014 Ford CMax and it was one of the smoothest experiences with a car salesman in the last 20 yrs. Ab Met Paul Bowers when family was looking to get a 2014 Ford CMax and it was one of the smoothest experiences with a car salesman in the last 20 yrs. Absolutely no pressure, completely accessible and very patient when it took 90 days to finally decide - we must have done 5 separate test drives. And the price was lower that the XPlan pricing i could get through work, with no hoops to jump through - their no haggle pricing is similar to the better/best pricing you would see with Truecar. Came in for basic service and snow tires as the All Weather Michelins sucked in snow. Not only did their service guy (Tom, IIRC) beat the BJs price I was quoted, he took the extra time to see if Dunn and Mavis were cheaper and they were. I ended up saving an additional $40 because he went the extra steps. My third great experience was with Bryan Zemaitis in finance. I was about to make a decision on getting the extended warranty and was about to pull the trigger on internet Ford dealer quote, which didn't include taxes. I called Van Bortel as a courtesy from my prior positive experiences and Brian not only got right back to me, he beat the internet pricing by 10%+, including NY State taxes. At every Van Bortel department I've interacted with, I've been very pleased. They seem to me like the Wegmans of car dealers, where their employees go the extra mile and still provide great prices. More

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Quick service I was visiting my parents from out of town and my dad was kind enough to loan me his Ford F-150. As I was backing out of the driveway this evening I a I was visiting my parents from out of town and my dad was kind enough to loan me his Ford F-150. As I was backing out of the driveway this evening I accidentally hit the passenger side mirror promptly ripping it off. I immediately looked up Van Bortel Ford and called for help. They asked me to stop by at my convenience so they could assess the damage. I happened to be driving by the shop so I stopped in. Turns out they had the part and replaced the mirror right then and there. This was perfect as I didn't want my parents to have to deal with my mistake. This example of outstanding customer service proves what my dad's been saying for years - that Van Bortel Ford is above all else when it comes to making customers happy. The team should be complemented and recognized for going well above and beyond what was expected. It's because of this experience that I'll begin to recommend Van Bortel to anybody who asks. Thanks. More

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Competent Service This past weekend we were in the area to visit with elderly family members, when our 2003 Grand Marquis broke down. We called the service department o This past weekend we were in the area to visit with elderly family members, when our 2003 Grand Marquis broke down. We called the service department of Van Bortel at 6:45am and they were very gracious to take us as soon as our car could be towed to them. They gave us a new Ford Focus to use for the day and had our car fixed by early afternoon. We had never even heard of this dealership before, but they treated us as if we had been loyal customers for years. We were impressed with the employees, as well as, the service we received. We can confidently recommend them 100 percent. Thank you, Van Bortel, for your excellent service to us! More

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Customer Service of the Highest Level I have brought by 2006 Ford Mustang in for service about 1-1/2 weeks ago. Needed a new battery and alternator. On Saturday (2/27) the battery light I have brought by 2006 Ford Mustang in for service about 1-1/2 weeks ago. Needed a new battery and alternator. On Saturday (2/27) the battery light came one. I immediately went to Van Bortal for them to check out the issue. It was determined there was a problem with the newly installed alternator, and due to the fact that they did not have in stock for my vehicle; I was given a loaner car for the weekend and through Monday. Upon arriving to Van Bortal late Monday to pick up my vehicle; I was presented with a bill/invoice with a ZERO balance. I was surprised and I had expected to lay for labor; but to not have to pay for anything was a pleasant surprised. It was explained to be by Doug and then Rocco -- that the issue was due to a faulty part which was installed, and that I was not going to be charged for the placement for labor. Also Karen (Cashier) had signed me up for their Rewards Program, and ensured that I was given credit for past repairs which occurred during the last year. She did this without even asking, and it was so appreciated. Once again the level of customer service and doing what it right for the customer -- is just how they do things. It does not go unnoticed by me. I would HIGHLY recommend them!!!! More

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Van Bortel Ford continues to not disappoint For the last 1-1/2 years, I have been bringing my vehicle to Van Bortel Ford for service. My service appointment on Friday, once again did not disapp For the last 1-1/2 years, I have been bringing my vehicle to Van Bortel Ford for service. My service appointment on Friday, once again did not disappointment as to the service provided, but also the customer service provided. Rocco and all of the Service Team are the best. Even Bob, who drives the Courtesy Shuttle is the best. As I always say, it is the little things that count and mean the most, and that is what they continue to do at Van Bortel; ensure that all of the little things are done right. Highly recommend them!!! More

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Warranty Work I recently had major replacement done under the power train warranty. From start to finish, the experience could not have been better. Very appreciati I recently had major replacement done under the power train warranty. From start to finish, the experience could not have been better. Very appreciative for all efforts from everyone I came in contact with. More

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Once Again Excellent Customer Services I had gone on-line earlier in the week to schedule an appointment to bring my vehicle in to have two snow tires placed on the front as I already had s I had gone on-line earlier in the week to schedule an appointment to bring my vehicle in to have two snow tires placed on the front as I already had snow tires on the rear. My appointment was confirmed for Saturday (11/28). On Friday morning received a call from the person who oversees the appointment scheduling as she noticed that I had not included information as to the make/brand of snow tires which I wanted to purchase. As she stated to me, "we don't want you to come in on Saturday morning only to find out we do not have the tires in stock". I was able to get all of the information which was needed, called her back, and within 15-20 minutes she called backed having checked with the Parts Dept to confirm that they did have the snow tires in stock, and they would see me on Saturday. For me it is the little details that make the difference. I continue to be impressed with the level of customer service which each employees at VanBortal displays each time I have gone to the Marsh Road location. Continue to be a customer for life! More

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Tire Purchase and Tire Pressure Sensor After calling a different Rochester Ford Dealer with little to no assistance, I called Van Bortel and spoke with Ryan in the service department. He i After calling a different Rochester Ford Dealer with little to no assistance, I called Van Bortel and spoke with Ryan in the service department. He immediately answered my questions regarding the type of replacement tires needed for a 2013 Ford Focus and determined that the tires I wanted were in stock for a Saturday appointment with Quick Lane. I also needed a tire pressure sensor fixed on a tire that had already been replaced due to a flat. They double checked to assure there was no actual leak and then agreed that it was simply a missing sensor. Finally, there was a foam piece over the speakers in the rear of the vehicle that had deteriorated due to sun damage. They fixed it too for a nominal $8 and had the vehicle ready to roll early in the afternoon. Ryan was patient in answering my questions and provided excellent customer service that is unfortunately rare these days. Just an all around great experience. More

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