Service Department | Page 33

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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Customer service I recently went it to have my F150 serviced. The consultant told me a price but when the final bill was printed, it was $70.00 higher than the price I recently went it to have my F150 serviced. The consultant told me a price but when the final bill was printed, it was $70.00 higher than the price he had told me. The consultant looked at the bill and compared it to the price he had scribbled down earlier. Without hesitation, he changed the bill to the lower price. He explained he had forgotten to add one of the charges to the initial price but that it was his mistake and that they stick by their quotes. More

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Recent Service Appointment I continue to be so impressed with the level of customer service which is provided by the team at Van Bortal Ford. Not only did Rocco explain to me f I continue to be so impressed with the level of customer service which is provided by the team at Van Bortal Ford. Not only did Rocco explain to me following the appt a couple of things to keep an eye on, he let me know that if it was something they felt needed to be addressed and taken care of immediately they would, but as he said "We are not going to let you drive away in a vehicle that we know there is an issue with and thus not safe, but this is not the case". He further stated at my next routine service appt they would look to see if the item needed to be replaced then. Also while I was there another customer was waiting for their vehicle and the service was taking longer than anticipated, knowing the time constraints that the customer was under; the Service Manager came out and not only apologized, but had set him up with a loaner so that he could get to practice that he was scheduled to run. As the Manager said, we want to make sure you car is serviced properly, but also don't want you to miss the practice either. Again, it simply goes to speak to the level of customer services and care which is shown by the team at Van Bortal Ford. More

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WOW -- Incredible Customer Service from the start!!! I had been experiencing problems with my clutch on my 2006 Mustang. In calling the dealership I usually got to, they were not able to get me in til b I had been experiencing problems with my clutch on my 2006 Mustang. In calling the dealership I usually got to, they were not able to get me in til beginning of June. So I had a friend say call Van Bortel and see what they can do. Immediately called, and without hesitation they were able to set-up an appointment for me that same week. Upon arriving to their Ford Dealership on Marsh Road, I was greeted by members of their staff at 6:30am with a "good morning, how can we help you today". Doug Hicks was assigned to me, and immediately asked one of the Service Tech (Steve R.) to take a look at my car to see what he thought, and before I could meet Steve at my car; he had gotten out confirmed it was the clutch, and explained to me (in language that I would easily understand) what the issue was, and what needed to be done. As this is my only vehicle, I let Doug know that I would need a loaner car if the clutch could not be replaced that same day. Throughout the morning Doug called to keep me posted, and when he called to confirm the cost, parts, etc. -- he let me know that one of the parts which was indicated to be in stock was not, but was being ordered, and would be in the next day. He then said, I've already lined up a loaner car for me through a Rental Car Company, and simply need to know what time I could pick up the rental car. Doug let me know what all of the paperwork for the loaner car was done, he could confirm the pick up time for me, and that I was all set. I have never experienced a level of customer service like this before. Very impressed I truly have to say, Doug and Steve throughout the process explained everything to me, and what I could expect. A stressful experienced was truly made less stressful by Doug, Steve, and the Service Dept Team; even Jeff who brought me to work that morning. I would highly recommended Van Bortel Ford to anyone who has a Ford vehicle and is looking for quality service, and a level of customer service that cannot be matched. Matter of fact, I now will be bringing my vehicle to Van Bortel for any and all service needs. You have made a customer for life!!!! More

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Van Bortel Ford does it right! Once again, Van Bortel exceeded my expectations. I stopped there because my windshield wiper fluid sprayers were not working properly. I didn't have a Once again, Van Bortel exceeded my expectations. I stopped there because my windshield wiper fluid sprayers were not working properly. I didn't have an appointment but drove into the Quick Lane. I was greeted by Kelly who said they would be glad to look at it. While my car was being looked at, she noticed my NYS inspection was due this month and asked if I would like them to do that as well. I ended up being there for only about 40 minutes, my washers were fixed and my car inspected. Try and do THAT at another dealer -- I don't think so The staff at Van Bortel is awesome and I would recommend them to anyone! Thank you Ms. Van Bortel for a great experience. More

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