Made appointment, took BS to dealership, found out I only scheduled to drop off vehicle

[Ecom911]

This is one time I'd like to say dealing with a reputable dealership and having a good relationship over the years is certainly a refreshing experience as I read issues like these.

The family has owned several Ford's over the years, 2 escapes, E350, F150 and the newest is our BB.

I have never had an experience like this with Steeltown Ford in Selkirk, Manitoba. A local family owned and operated dealership for many years. Erik and the rest of the service team treat thier customers with the attention and respect of family and truly appreciate your time. Appointments are scheduled for actual service work and in the 15 years I've been dealing with them, only 1 time has a service appointment been delayed because of an incorrect part being shipped.

They have always made me feel respected and very much appreciated as a customer and I feel confident in highly recommending thier service and sales team to anyone asking.

They have gone above and beyond on a few occasions and they have my loyalty. I've never felt taken advantage of or felt like I couldn't trust thier service explanations. It's truly a great experience every time.

Sorry to hear others not having that kind of experience and in turn painting the brand with the actions of a poor dealer or service centre.

Hoping for better days for those that have these challenges.

Cheers and drive safe!!

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[Black Horse]

I have always said that Ford's biggest obstacle is with their Dealer Customer Service. Lost sales due to bad experiences, so much could easily be done differently and the profit gains would be substantial.

 

[BourbonRunner]

A local family owned and operated dealership for many years.

This is why- Family owned and I'm guessing only one store. Not that a family-owned store would be automatically better but there's a good chance that the owner is involved directly with the operations on a day to day basis and has built relationships with repeat customers such as yourself.

Most of the dealers around of any brand are chains, both national and regional and with few exceptions are all absolute garbage. They focus entirely on bottom lines and excel at the Find 'em, fleece 'em, fuck 'em and leave 'em sales style.

 

[Folkman]

I’ve never experienced it at any of the three I have been to here in PHX. They always knew the issue quick, maybe had to have parts delivered, which takes days… but always got it back in less than estimate I got before taking it in. One they said would take three days and got it back same day.

Autonation Scottsdale
SanTan
And Bell Ford (doesn’t look like much, but decent dealer)

now has it always been “fixed no more issues”? Not this last time. But I’m still in warranty so I don’t think they were sucking money from me. I just had a string of bad luck.

 

[Pops Santini]

Thursday 14:33
tech is still working on the repairs next update Friday .

 

[Campy]

Just dropped 22' BS off yesterday for a water pump as well, only 13k miles. I was told it may be a couple days for diagnostic, really?? I put my fingers under the water pump and they came up covered in green goop, I'd say its confirmed. I still haven't heard from the service department and have no idea whether they even looked at it yet. My experience with Fords service departments alone will cause me to never buy another one.

In contrast, I took my daughters Mini Cooper in for a water pump 3 weeks ago, 87k miles. Appointment was made, car dropped off in the AM, had a phone call within 2 hours confirming the service and that it would be done the end of the day. When the car was ready I received a text message with a link to a video from the tech that worked on the car showing what was done and the condition of tires, other fluids, and recommended services. He also explained why the water pump job takes so long as they need to remove the intake and exhaust manifolds to get to it.

Ford needs to step up their game, a lot!

Update: My local dealership contacted me this morning and said my BS was done! Just went and picked it up. New water pump, cooling system flush, etc. Service advisor told me it's an 11 hour job and that the flush is to remove contaminants that were now spread throughout the cooling system, that turbo better be ok.

 

[Pops Santini]

Got vehicle back Friday afternoon. Didn't look under hood before leaving. SHAME ON ME!
Drive 30-35 miles doing errands and got home at 17:15. Smelled that familiar odor. Popped hood, 1) obvious that they managed to sling coolant all over engine compartment and right front wheel. 2) Noticed a little clamp not attached. No big deal. Then noticed bracket not attached and won't reach without excessive force and probable crimping of line. Tried to crawl under vehicle to see if I could see weepage. 3) wheelwell soundproofing just hanging loose. Barely got my head back out, unable to check for leaks. Yea, coulda borrowed the Mrs.' compact mirror, but opted out on that accessory option long ago.
Made all the routine after hours calls, left messages & sent pictures. Service Manager called 08:00 Saturday. Standard BS on the BS. I get to bring the vehicle on Tuesday to see if what I have observed is true. Then they'll give a talkin' to, to the tech.

Side Note: As I was waiting for the service rep to debrief me on what they did(close to what Campy provided earlier in thread) a service department Customer had to take off from work, came in to get her car put back together. Somehow, her dash was not reassembled and the parts were scattered on the top dash area. (Originally was told vehicle was done & she had to take the vehicle so she wouldn't lose work.)
At this point, she was told that she would have to "schedule" another "drop-off" next week because they only do lube jobs on Saturday(my translation).
I'm standing there shaking my head in disbelief.
Little did I know I'd be shaking my head again in a few hours...
I have to feel pretty confident at this point about the other work that may have been done.
Torque to 110"lbs or gorilla fist it. FFS

Have at it Gallery but, try to stay on topic. Lol!

 

[Pops Santini]

Oh yea.
You know how they "...ask for you to fill out the survey and even state we need all 5 stars...?"
Got the survey, TBD...

 

[RushMan]

Oh yea.
You know how they "...ask for you to fill out the survey and even state we need all 5 stars...?"
Got the survey, TBD...

After the Ford service tech screwed up the installation of mud flaps on my new car, the service manager had the gall to call me to demand a 5 star review. I told him, I'd give them a zero, but 1 star is the minimum.

i also told him they have to earn 5 stars to get 5 stars. They earned a poor review.


So how does one screw up mud flap installation? The tech installed one of the rear flaps on the front wheel well, drilling a hole through the plastic arch and steel fender, where should be no holes. I had to go back the following Monday to have them paint the raw metal in the hole they drilled and replace plastic fender arch. They didn't get 5 stars for repairing the damage they caused either.

 

[Pops Santini]

After the Ford service tech screwed up the installation of mud flaps on my new car, the service manager had the gall to call me to demand a 5 star review. I told him, I'd give them a zero, but 1 star is the minimum.

i also told him they have to earn 5 stars to get 5 stars. They earned a poor review.


So how does one screw up mud flap installation? The tech installed one of the rear flaps on the front wheel well, drilling a hole through the plastic arch and steel fender, where should be no holes. I had to go back the following Monday to have them paint the raw metal in the hole they drilled and replace plastic fender arch. They didn't get 5 stars for repairing the damage they caused either.

As they say: You can't make this $h!+ up.

 

[petegee77]

My experience was a little different-- dropped it on Sunday for a first thing Monday appointment, they didn't look at it until late Thursday-- but shows the same complete lack of respect for the customer's time. The dealer experience is consistently awful. Hope you find one that is decent.

TOTALLY unexceptable. At least not if they want you to ever even consider buying a Ford ever again. My dealer has been very good but I've only had it in there for 2 oil changes.

 

[Derral]

Last week stopped by dealership/service dept. with concern about cooling system leak(2023 BS BB). They topped reservoir off with distilled water. Made an appointment, being informed they would do a pressure check and let me know outcome.

Yesterday, received a courtesy call from an outsourced call center reminding me of appointment. Told guy, still had odor etc. Asked about alternate transportation, reply: "...have to wait for diagnostics..."

FFWD to today. 7:00a.m. Asked service rep, "...what kind of turnaround are we looking at, today? Tomorrow?..." Rep said: "It will be 2-3 days before I'll know anything."
Excuse me?
Rep: you only scheduled to drop your vehicle off.
I did not go thermonuclear(I have a license to shroom. Played Oppenheimer's little helper for 20yrs)
At no time was I ever informed about this "drop-off" procedure.
Not in my lifetime (64 today) have I heard of such a thing.
Mentioned to check service/recall records. Appointment on day scheduled, informed it might take 8-24 hours. Got vehicle back same day.
I had discussion with service manager to reach an amicable solution. Service dept. error, not communicating properly.

Anyone else experience this? Other brands?

#happybirthdaytome
#putthebsinbs
#TYFYS

Our BS BL took a week to get diagnosed and another 5 weeks to replace all the AC component. It has 9K on it. Really want to ditch this thing at this point.

 

[Bucko]

Got vehicle back Friday afternoon. Didn't look under hood before leaving. SHAME ON ME!
Drive 30-35 miles doing errands and got home at 17:15. Smelled that familiar odor. Popped hood, 1) obvious that they managed to sling coolant all over engine compartment and right front wheel. 2) Noticed a little clamp not attached. No big deal. Then noticed bracket not attached and won't reach without excessive force and probable crimping of line. Tried to crawl under vehicle to see if I could see weepage. 3) wheelwell soundproofing just hanging loose. Barely got my head back out, unable to check for leaks. Yea, coulda borrowed the Mrs.' compact mirror, but opted out on that accessory option long ago.
Made all the routine after hours calls, left messages & sent pictures. Service Manager called 08:00 Saturday. Standard BS on the BS. I get to bring the vehicle on Tuesday to see if what I have observed is true. Then they'll give a talkin' to, to the tech.

Side Note: As I was waiting for the service rep to debrief me on what they did(close to what Campy provided earlier in thread) a service department Customer had to take off from work, came in to get her car put back together. Somehow, her dash was not reassembled and the parts were scattered on the top dash area. (Originally was told vehicle was done & she had to take the vehicle so she wouldn't lose work.)
At this point, she was told that she would have to "schedule" another "drop-off" next week because they only do lube jobs on Saturday(my translation).
I'm standing there shaking my head in disbelief.
Little did I know I'd be shaking my head again in a few hours...
I have to feel pretty confident at this point about the other work that may have been done.
Torque to 110"lbs or gorilla fist it. FFS

Have at it Gallery but, try to stay on topic. Lol!

I'd be absolutely livid at seeing that type of repair/warranty work done to my Bronco.

 

[Pops Santini]

Bonus Question: Besides what I thought was missing (2 fasteners), what else is missing in this photo?
Did the dance Tuesday, went over the issues that I was aware of. Service Manager drove my BS to my house to return it.
- Detailed engine compartment, secured line/bracket.
- Was told three people tried to clean tire, still looks like some sort of corrosive (coolant) may have come in contact with it. "My top guy said it would eventually return to normal."
-Crawled under car to verify two fasteners were secured to wheelwell sound proofing.
(Enter Bonus Question)

Finally filled out fourth survey request yesterday. (Must be auto-created. I was hoping they'd just skip it and leave me alone.) There was no other true option than to go straight 1 out 5 on rating. In the additional comments section I entered: Contact Service Department and then call me +phone number.
Got call from Dealership Rep.(title escapes me) late in the day while I was traveling and had to postpone discussion until today.

"Happy, Happy, Joy, Joy"
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