Slow inefficient and rude service.
I walked in to see if I could get an oil change done on my F150. First, I went to the only 'customer service rep' without a customer, some guy with a beard who couldn't be bothered to look up quickly, greet me and say - "just a moment sir." I waited a few moments, no reaction so I moved to woman, she asked what she could do for me, I told her, she asked if I had an appointment, I said no, she said I needed one and escorted me to a phone a few feet away where I made an appointment. Throughout our interaction she was brusque and verging I'm downright unpleasant. I secured an appointment for 10am and in doing so emphasized that I needed to be done by 1130. I was told I now had an appointment for 1000 and I should see (we'll call him Max), I walked back to the desk and spoke to Max. Max took my information but couldn't find my appointment, I watched the clock and more than five minutes passed, finally he found the appointment it was now 20 minutes since I arrived. I asked Max if he could guarantee that the oil change and tire rotation would be complete by 1130, a necessity due to my schedule. Max couldn't guarantee anything other than I was next after the customer in front of me. I said no thanks drove across the street to Canada Tire, got an appointment on the spot, didn't have to talk to a scheduler, got a $30 discount, and oh...throughout I was spoken to like a human being.
Here's the summary, @DowneyFord, y'all need to bring in a customer service consultant, your process is overly complicated and inefficient and you have at least two rude (improperly trained staff) in your service e department. Also, there's a weird vibe with your people that stinks of a bad management climate. As a proud Ford owner I'd rather go to the dealer but this dealer falls way short in the customer service department. read more
