This review is concerning the Service Department only, as I have not purchased a vehicle from this dealership since it was Alexander Ford (the good ole' days). This is a long story, so please forgive me and buckle up.
I've taken my 2010 F150 to this dealership for oil changes the last few times it was due. A recommendation was made that I have my brakes checked as they were showing wear. I took my truck to Firestone to have the brakes checked and they didn't feel like any brake service was needed at the time. However, Firestone did recommend a couple of mileage based maintenance items...namely a fuel system cleaning, a coolant system flush and new spark plugs. They gave me a price for the whole job and I thanked them but declined.
The next time my truck was in need if an oil change, I made an appointment with FOM's service department. I spoke with Kim McMillan and set up an oil change, coolant system flush, fuel system cleaning and a change of spark plugs. She quoted me prices on each service. The day before the scheduled service, I had a couple of questions regarding what was to be done. I left Kim two messages and the receptionist left her a note to return my call. I received no response from Kim, so I ended up speaking to another gentleman (do not recall his name), who answered my questions. I should have taken the poor customer service from Kim as a sign of things to come, but unfortunately, I didn't.
The next day I dropped off my truck for the schedule service(s) and Kim made no effort to apologize for not returning any of the three phone calls from the day before. We went over the services to be performed and the prices and I left. At 4:00pm I received a text that my truck was ready to be picked up. I paid the bill and started leave the dealership. As soon as I pulled out onto the street, it was obvious to me that something was WRONG with my truck as it was missing terribly. I turned around and took the truck back to the service area. I told Kim I needed to speak to a manager, so in comes Frank Bowe. After Frank took the truck back and did some diagnostics, it was determined that one of the plugs (new plugs mind you) was cracked and was causing the misfire. It is unbelievable to me that no one checked or drove the truck before I was advised it was ready to go. As it turned out they had to keep it overnight and change out all 8 plugs because at least 3 were deemed cracked or flawed. The only explanation I received was the tech was in a hurry to finish before day's end (did I mention this was a Friday?). Frank did tell me it was SOP to double check things before a vehicle is released, but this had not been done in this case.
So, I come back on Saturday and pick up my truck. Seemed to be ok. Sunday morning, I started up the truck and the check engine light came on. I went to AutoZone and Advance Auto to have to code read. Monday was a holiday, so first thing Tuesday morning I was back at the dealership. They read the code and re-set it and we all "hoped for the best". The check engine light came back on the next day and back to the dealership Thursday morning. After about 5 hours, Kim called and advised that it had been determined that the code being thrown was no fault of FOM. This was scheduled maintenance on my truck...there was nothing wrong with it when I took it in; never had any check engine lights or any other emissions issues. I, once again, was in disbelief of the blanket denial of responsibility for the problem that the service department clearly caused. And they had the audacity to tell me they could fix it for another $1,000.00. How f'n nice of them to offer....
I asked Kim to let me speak to the manager, but not Frank this time as I knew this was beyond his realm of authority and he would tow the company line and that wasn't going to work this time. I was transferred to George Sewak (I forget his title). He was already aware of the situation and denied FOM had any responsibility in the matter. Again...UNBELIEVABLE!!! I asked to speak with someone else and George said he would leave a message for the GM and the owner to call the next day (that was June 1st and I have yet to receive that call back...so at least I know where Kim gets her customer service skills).
I went to pick up my truck and return the loaner later that day. Obviously, I was not happy, but I was out of options and just wanted my truck back. While waiting for them to "find" my truck, I was approached by Michael Powers, Customer Service Advisor. I told him I was not happy and didn't want to take it out on him as he was trying to help. He and Kim were also getting me some info on an itemization of a BS charge on my original bill. Michael said he would give me the time I asked for to calm down and he would call me Monday (June 5h) ...You guessed it, no call back...
Moral of this long story is, I should have let Firestone do the work...or maybe someone from Craigslistthe results couldnt have been any worse!!!
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