Dealership woes - Am I expecting too much?

[The Ghost]

You're not in the wrong. I would be just as livid. Heck, I've had my moments with my dealer too since I got my car in October. Been without the car for almost a month when you add all the time they've taken custody of it to fix various issues. They always did give me loaners, though. Maybe since it was for extended periods of time.

Dealerships suck. They're all nice and chummy with you when they're trying to sell you the car. Like they're your best friend. Then once you've signed the papers and driven off they don't want to deal with you anymore. Hell, after I dropped it off for service last time I walked into the main storefront just to go say hi to the guy who sold me the car. The employees in there either tried talking me up or giving me the death stare for walking in there just to say hello. In fact, one lady sort of interrogated me why I wanted to talk to the guy. I said not to worry and just left.

If I were you, I would get in touch with the general manager of the dealership and let him or her know you will be contacting Ford about your experience as a customer who has invested a lot of money in their product. None of that is acceptable.

Sponsored

 

[ZBOBMAN]

What has happened to good customer service? For 7 years I have my truck serviced by the dealer I purchased it from. I had 2 major issues come up and it was like pulling teeth to get them to do the job. Its almost like they did not want to do the work, so I fired them. Will probably never go back. From hearing all these stories, I will probably take my stang to an independent repair shop. The mechanics there are car enthusiast and will take care of my ride.

 

[DevilDog]

Sadly most dealers seem incapable of dealing with enthusiasts and enthusiast cars. Most dealers want to move high margin SUVs to soccer moms who don’t care about their Expedition looking perfect.

I couldn't agree more. Unfortunately, it's just another car to them. My dealership is very good about taking care of my car. I've known the service manager for years and he knows how picky I am. Obviously, most dealerships aren't that way. I find it interesting that car manufacturers target "enthusiasts" by hyping their cars, but do very little to continue that after the sale. Can you imagine taking a $850+k Ford GT to a local dealership?

 

[sdsteele2]

Road and Track published a great article a few years back that I think addresses the situation pretty accurately. None of it excuses the poor customer service but it does give a different perspective.

I try to find the middle ground with my local dealership. For example; I know I’m a “picky” (pain in ass ) customer so I try to come in when they are not as busy. I also try to work with the same sales person or service advisor every time. We build a bit of a relationship, and they know if they’re reasonable and honest, I’m and easy sale.

Road & Track - Why dealers hate selling to enthusiasts

 

[SSuperDave]

Ford's warranty does not cover rental cars, and few dealers have loaners any more due to expense involved. And most dealers no longer have an owner either, other than the monolithic dealer group of accountants and lawyers who care nothing about you or your car.
But most of the above advice is good, Ford customer service at 800-392-3673 can help you, be sure you get a case # before you get off the phone.

 

[Skye]

The field of mechanics has experienced a lot of turnover while being in very high demand and dealing with a wealth of new technology, all of which I feel are contributing to the more negative outcomes. Leadership and operating environment at a dealer are equally important.

I seem to have experienced about 30% great outcomes. The other 70% have been a mixed bag of, "I have to get this out of their hands now.", to, "I'm not happy, but I can fix this myself."

I'm of the opinion there are three tiers within any service team:

- Master Mechanics. Seasoned professionals

- Up-and-comers. Good background and recent training, but limited experience

- Hourly earners. Minimum wage earners, doing the most common and basic jobs

For all three groups, it's going to depend on the type of individual and the operating environment of that dealer. If they are enthusiasts and treated well by the General Manager or Service Manager, you're likely to get good service.

Some tactics I think could help any of us:

- If you can walk-in and discuss the situation and possible appointment dates beforehand, do so. This initial discussion can also help define expected timelines, gather parts, line-up with that specific specialist, etc. For this initial meet, I do not use a phone or chat unless it is an emergency

- If at all possible, do not initially drop the vehicle off on a Monday or a Friday

- Have Lyft, Uber or a taxi service setup on your phone. Most dealers have shed their courtesy services to save money. The 30 minutes you waste installing the Lyft app and setting it up can be done at a comfortable pace, free from distractions

- With the Service Advisor present, begin photographing or take a video of the car. Ask the SA to to document any blemishes, scratches, etc. Clarify with them you expect to receive the car as presented. If from that you get the sense they cannot meet that standard, pause and attempt to seek someone else

- If you do come away with one of those better-than-expected to great experiences, thank the individual by meeting them, shaking their hand, possibly giving them a tip or gift card for gas or lunch. Equally, if things don't work out, have a private, emotion-free discussion with the SA to explain why you won't be back

 

[MJS54]

This!
But it's like "we know best", and you're wasting their time when you make a request. I'm not asking much here, just stop ruining my car every time you get my keys

Have them replace the splitter, fix the side skirt and then take it to a different Ford Dealer...and definitely report them to Ford Corporate.

 

[SSuperDave]

Our dealership does not do anything on a wait basis except maintenance, I think they are setting themselves up for a problem by trying to resolve a noise issue with someone looking over their shoulders. And its unfair to you as well, as we've seen. We also do not let journeyman techs do this kind of work. The evaluation of the 3 levels of techs above is a good one.

 

[BTL]

Kinda losing the will to live here. I've used the same dealership (Matthews Currie Ford, Venice FL) for years in my F-150 with no issues. I had to buy my Dark Horse from a different dealership off the lot but it had a whining noise from the engine so I asked these guys to look at it. It's been a horror show from start to finish honestly.

The problem is every time I go it's a whole day wasted because whatever my appointment time is they leave it sat for hours before they even start. OK I'm not going to complain about the delays. I don't have a ride home so I do have to wait with it, so that's on me... but honestly I don't want to leave it with them anyway.

My first complaint is the flippancy with which they treat the car. Sure it's not a Porsche, but it's a brand new 70+k car. When I take it in they all want to crowd round it, but then it's like "give me the keys", and they just don't respect it. The first guy that checked it in was literally 300 lbs. He flopped himself in with a thud, then sat sideways on the Recaro bolster for 5 minutes with his fat ass. I make a huge effort not to do that and I'm half his size! Am I being too picky?

They drive it round the lot and leave it sat for long periods of time in really stupid places - like stuck out right in the entrance. The parking lot is mostly loose rocks and it's just begging to be hit by either a car or a rock. I actually asked for the keys back one time and moved it to a proper space because I was that worried.

I took it in last month and the monkey that was tasked with the (admittedly) difficult job of pulling it out of the service lane, managed to drive it into the lot and ride right up on a high parking block damaging the splitter (handling pack car). He then had 2 or 3 attempts pulling it out and back in again while all his friends were waving at him to stop and he's grinding away at it. Just a shit-show. Fair enough, they ordered a replacement splitter but it's still frustrating cos there goes another day wasted.

They decided they wanted to put a new alternator on the car to see if that was the noise, so it's been in today for that. I politely told the guy who was about to drive it to watch out for the low splitter as the last guy managed to bang it, and he said "is that the new one?" I said no, and he said "Oh so we can bang it again then". OK he's just having a joke, but just pay F'ing attention for gods sake!

I'd pre-arranged with the service dept on the phone that I only had 5 hours before I had to leave to pick my daughter up from her school bus. We agreed they would do the alternator and I would fit the splitter myself to make sure I got out in time. So I arrive on time for my 10am appointment and they drive it away. I'm checking it's location in the app and it sits for 2 hours in the back parking lot. Eventually they bring it round and do the alternator. Took 3 hours, and it hasn't solved the problem with the noise. By this time I went in and told them I really need to go, can we please wind it up.

They tell me they are fitting the splitter. I told them I hadn't given them permission to do that, and we'd agreed I was going to take it away and fit it myself, but they said they had to do it to "make sure it was done right". There's a laugh! So I go round the back and see what's happening and they have it on the lift, with 3 or 4 kids banging away at it. I mean they were literally like 18 years old and smoking next to it with the windows down. OK no big deal but not exactly professional.

Another hour passes and I'm desperate to get out. They're taking this splitter on and off over and over again. I mean come on it's like 12 bolts. I keep telling the service desk that I need to go but they just roll their eyes. Eventually I go round there myself, but get yelled at that I can't be in there. I need my damn car back! You can't just hold it to ransom when I've got a kid to pick up. Eventually they lower it down, and they're revving it and laughing and whoop whooping. They don't know I'm watching. 2 techs then jump in and drive it out of the lot and take it out for 5 miles, despite me waving my arms at them to stop because I desperately need to go.

The service guy I was dealing with has left by this point, so I run round frantically for another 10 minutes trying various people to get my keys back just so my 10yr old daughter isn't stood on her own at the bus stop, all the time getting eyes rolled at me like I'm being unreasonable and difficult! In the end they find them so I just jump in and drive it right away without sorting out any paperwork etc. By the time I made it there she'd been stood for 20 minutes on her own. Absolutely not on, and this is the bit that's beyond a line for me. Cars are cars but anything could have happened to her.

I get the car home and checked it and they've damaged the side skirts on the lift, right by the jack point. I photo'd it while it was on the lift so hopefully they don't argue it. But I'm just pig sick of this now. Every time I take it in there they ruin my day and create another problem, and it's just lack of basic respect in my opinion.

Attached 2 pics. The parking block they managed to drive up, and the new dint in the side skirt.

Is it me? Am I being too picky here? They sell the cars so they should be able to do basic service on them without damaging them every time!? Am I being THAT guy? It's going to need a side skirt now because you can clearly see the dents from the side when you look. And you can bet your life they're back ordered like everything else. Took a month for the alternator! And when they're fixing it, what will they screw up next time?

NOPE...I'd be beyond pissed!!!!!!

 

[Kabayo]

Kinda losing the will to live here. I've used the same dealership (Matthews Currie Ford, Venice FL) for years in my F-150 with no issues. I had to buy my Dark Horse from a different dealership off the lot but it had a whining noise from the engine so I asked these guys to look at it. It's been a horror show from start to finish honestly.

The problem is every time I go it's a whole day wasted because whatever my appointment time is they leave it sat for hours before they even start. OK I'm not going to complain about the delays. I don't have a ride home so I do have to wait with it, so that's on me... but honestly I don't want to leave it with them anyway.

My first complaint is the flippancy with which they treat the car. Sure it's not a Porsche, but it's a brand new 70+k car. When I take it in they all want to crowd round it, but then it's like "give me the keys", and they just don't respect it. The first guy that checked it in was literally 300 lbs. He flopped himself in with a thud, then sat sideways on the Recaro bolster for 5 minutes with his fat ass. I make a huge effort not to do that and I'm half his size! Am I being too picky?

They drive it round the lot and leave it sat for long periods of time in really stupid places - like stuck out right in the entrance. The parking lot is mostly loose rocks and it's just begging to be hit by either a car or a rock. I actually asked for the keys back one time and moved it to a proper space because I was that worried.

I took it in last month and the monkey that was tasked with the (admittedly) difficult job of pulling it out of the service lane, managed to drive it into the lot and ride right up on a high parking block damaging the splitter (handling pack car). He then had 2 or 3 attempts pulling it out and back in again while all his friends were waving at him to stop and he's grinding away at it. Just a shit-show. Fair enough, they ordered a replacement splitter but it's still frustrating cos there goes another day wasted.

They decided they wanted to put a new alternator on the car to see if that was the noise, so it's been in today for that. I politely told the guy who was about to drive it to watch out for the low splitter as the last guy managed to bang it, and he said "is that the new one?" I said no, and he said "Oh so we can bang it again then". OK he's just having a joke, but just pay F'ing attention for gods sake!

I'd pre-arranged with the service dept on the phone that I only had 5 hours before I had to leave to pick my daughter up from her school bus. We agreed they would do the alternator and I would fit the splitter myself to make sure I got out in time. So I arrive on time for my 10am appointment and they drive it away. I'm checking it's location in the app and it sits for 2 hours in the back parking lot. Eventually they bring it round and do the alternator. Took 3 hours, and it hasn't solved the problem with the noise. By this time I went in and told them I really need to go, can we please wind it up.

They tell me they are fitting the splitter. I told them I hadn't given them permission to do that, and we'd agreed I was going to take it away and fit it myself, but they said they had to do it to "make sure it was done right". There's a laugh! So I go round the back and see what's happening and they have it on the lift, with 3 or 4 kids banging away at it. I mean they were literally like 18 years old and smoking next to it with the windows down. OK no big deal but not exactly professional.

Another hour passes and I'm desperate to get out. They're taking this splitter on and off over and over again. I mean come on it's like 12 bolts. I keep telling the service desk that I need to go but they just roll their eyes. Eventually I go round there myself, but get yelled at that I can't be in there. I need my damn car back! You can't just hold it to ransom when I've got a kid to pick up. Eventually they lower it down, and they're revving it and laughing and whoop whooping. They don't know I'm watching. 2 techs then jump in and drive it out of the lot and take it out for 5 miles, despite me waving my arms at them to stop because I desperately need to go.

The service guy I was dealing with has left by this point, so I run round frantically for another 10 minutes trying various people to get my keys back just so my 10yr old daughter isn't stood on her own at the bus stop, all the time getting eyes rolled at me like I'm being unreasonable and difficult! In the end they find them so I just jump in and drive it right away without sorting out any paperwork etc. By the time I made it there she'd been stood for 20 minutes on her own. Absolutely not on, and this is the bit that's beyond a line for me. Cars are cars but anything could have happened to her.

I get the car home and checked it and they've damaged the side skirts on the lift, right by the jack point. I photo'd it while it was on the lift so hopefully they don't argue it. But I'm just pig sick of this now. Every time I take it in there they ruin my day and create another problem, and it's just lack of basic respect in my opinion.

Attached 2 pics. The parking block they managed to drive up, and the new dint in the side skirt.

Is it me? Am I being too picky here? They sell the cars so they should be able to do basic service on them without damaging them every time!? Am I being THAT guy? It's going to need a side skirt now because you can clearly see the dents from the side when you look. And you can bet your life they're back ordered like everything else. Took a month for the alternator! And when they're fixing it, what will they screw up next time?

I would look for a Ford dealer that doesn’t employ Moe, Larry, and Curley!

 

[roadpilot]

Ford's warranty does not cover rental cars, and few dealers have loaners any more due to expense involved. And most dealers no longer have an owner either, other than the monolithic dealer group of accountants and lawyers who care nothing about you or your car.
But most of the above advice is good, Ford customer service at 800-392-3673 can help you, be sure you get a case # before you get off the phone.

I'm glad none of this is true for my dealership. Then again, after buying/leasing 15 new vehicles from them in the past 18 years (almost all from the same salesman until he retired), I'd like to think they would take care of me. The dealership is owned by a family who owns 4 others, and the son who runs mine is a super nice guy. They made sure I had a loaner for 2+ months when they fought with my F150 to get BlueCruise enabled.

For the record, Ford Customer service has been nothing but useless to me on the rare occasions I've needed to reach out to them.

 

[SSuperDave]

Sometimes they can actually help a customer, but they WILL nag the dealer to death til they do something. One of the sales managers has been here a long time and is active in this town, he will give a sales demo to certain customers, perhaps like your dealer does for you.
I've had many Fords over the years and loved them all, and worked for Cadillac, Lexus, Rover/Jag, and have never so disappointed in a manufacturer as I have been in Ford. At the dealership level, we have no goodwill authority to take care of a customer, one field service engineer covers 5 states, parts availability and product quality are abysmal. For example, APIM's, I've had several customers on their 3rd one, and replaced them in vehicles as new as 150 miles. No one seems to care. F-150 10 speed issues, Bronco Sport rear diff units, the list goes on. I make money replacing these things, but I have a sense of professional pride that is offended by this poor quality.
I don't know who makes this stuff for Ford, but they are obviously not held accountable in any way. In nine years, they can't make an APIM to last.

 

[roadpilot]

Sometimes they can actually help a customer, but they WILL nag the dealer to death til they do something. One of the sales managers has been here a long time and is active in this town, he will give a sales demo to certain customers, perhaps like your dealer does for you.
I've had many Fords over the years and loved them all, and worked for Cadillac, Lexus, Rover/Jag, and have never so disappointed in a manufacturer as I have been in Ford. At the dealership level, we have no goodwill authority to take care of a customer, one field service engineer covers 5 states, parts availability and product quality are abysmal. For example, APIM's, I've had several customers on their 3rd one, and replaced them in vehicles as new as 150 miles. No one seems to care. F-150 10 speed issues, Bronco Sport rear diff units, the list goes on. I make money replacing these things, but I have a sense of professional pride that is offended by this poor quality.
I don't know who makes this stuff for Ford, but they are obviously not held accountable in any way. In nine years, they can't make an APIM to last.

They gave me a brand new Explorer with about 200 miles on it.

My 2021 F150 has given me zero real issues (i.e., tramsmission). The only issue was getting the Power-Up updates applied to get my BlueCruise working (Job 1 trucks were delivered with the hardware but firmware wasn't ready yet).

 

[Karguy]

I would be not happy as you are but you are expecting too much as nowadays there is no more pride , no quality work and nobody gives a crap anymore...All they want is money and much of it but you get no value in return or in your case your stuff damaged...The dealerships are as bad as the manufacturers putting out low quality...Because All they care for is profits ! Quality costs money...Be it proper training at the dealer level or putting some money into R&D , rigorous testing , engineering and then producing quality stuff...

 

[Dave_E]

An update in case anyone is interested. I spoke to the service manager today who at least was upfront with me. I'll start with the good bit - absolutely no denial that the damage occurred on the lift. That's about where the good news ends.

He said he'd heard about the car before it went in the first time and his initial reaction was "don't touch it". Said he knew they'd spend hours chasing a noise they couldn't solve, and had a high chance of damaging it which is what's happened. Said he wished he'd listened to his instinct.

They are refusing to replace the side skirt. He tried telling me the damage was underneath the car so couldn't be seen. (That is not true, it is visible from the side). He also said you're going to get rock chips under there anyway, and that small amounts of damage are acceptable. Basically saying that I'm being too picky.

I reminded him I'd given instructions several times not to put the car on a lift, and if they chose to do that against my wishes then no amount of damage is acceptable. Especially on a brand new car.

He also told me they don't want to see the car again to continue the investigation into the noise, and to take it back to the dealership I bought it from. He said they are not equipped to deal with the car. (I'm assuming he means the ride height ) He said what has happened was "inevitable". So all of those hours I've sat there are wasted. Nothing has been solved and I'm walking away with a damaged car.

I told him I'm happy to go back to the dealer I bought it from (honestly that's my preference at this point anyway). But while it's there I'm going to have them fit a new side skirt and use small claims court to recover the cost. I'm not fighting with them. Very confident I'll recover the cost in court, and honestly I don't want them anywhere near the car after all this. I think he feels the same to be fair. Going to quit the phone calls now and move it to writing.

Sponsored