I went to Ford of Brattleboro for a simple oil change and tire rotation.
After three hours I received a call saying my vehicle was ready.
I arrived and my truck was in the same spot I had left it.
The service assistant was adamant that she had serviced my vehicle, and began to say "you've made a mistake; a lot of vehicles look the same here, we get that a lot."
She finally went into the shop and discovered she had serviced an entirely different vehicle. Ok; people make mistakes. And if it were not for the subsequent lecture I received from her,, how I "didn't understand all the work that goes into a four-point inspection", etc. I might have been inclined to not leave a review. But I received the usual "how was our service?" email, so I filled it in honestly, that it had not been good.
I made another appointment for the following week, But then, I received an email from the president of Brattleboro Ford saying he wanted to speak with me about my appointment.
I naturally assumed he was going to apologize, but instead his office manager spoke to me saying she and the president of the company had decided, because of the review I had left of my bad experience, to cancel all of my future appointments, and that I should "go and look for service elsewhere." She said "you made our online service quota go down, we were #1 and we are very upset about this. You left it on Google, and this is very damaging for us."
Basically, Ford of Brattleboro is more interested in the social media ILLUSION of good service, than actually providing good service to local customers. Pretty shocking.
Also, what is the point of asking for a review from customers, when you don't want to hear it? read more