Absolute worst customer service I have ever dealt with. very upset!! I brought my Escape November 29th in the am because my car stopped due to high engine temperature, so I got it towed in right away and the Adviser told me it would be treated as an emergency and it will probably be looked at over the weekend. I called the next day, where I was told "you didn't make an appointment and our already busy schedule, so it might not be looked at until Monday" I understand but how am I supposed to make an apt. when my car just decides to stop in the middle of the road? I didn't plan for it to happen. I had called throughout the week, left messages (no response rec'd).
Finally, heard from them on Thursday after I left a v/m message with an adviser that morning, it wasn't looked at until that day (treated like an emergency, don't think so, it took them a week to even look at my car). Luckily it's covered under warranty. But the catch, the parts ordered are ALL on back-order (of course) so I'm then told my car won't be ready by the end of next week, maybe sooner (which has now passed). So I called Thursday & Friday evening and left messages (no response again) then called again Saturday morning, Dec14/19 and I'm told they ordered more parts that are back ordered again which they found out yesterday and those part won't arrive until Monday and won't be ready until Wednesday next week. . The Wednesday arrives that my car maybe ready and I call in the afternoon and no surprise the part didn't arrive when it was supposed to, there is no update on when it will arrive and let alone when they will actually fix it. so to be continued.... now why wasn't I notified the parts weren't received and there will be a longer delay and will take longer than expected?
That Wednesday has come and gone, spoke with the Manager where I requested a rental since it's WAY longer than expected (which I originally did decline as they made it seem it would only be about a week until my car was completely fixed and ready for pickup) where I owed a $200 deductible that I will only get back once the rental is returned that Kennedy Ford should've paid - which I was NOT notified about nor my mother who spoke with the Manager as well. Again, no communication on their end. The advisor handling the situation is on vacation until the New Year, seems no one else is looking into this nor don't care about it, I am told they have to find out the information and they will get back to me, it's been two weeks since they said that. Still NO car and NO update! I was never called nor notified of anything unless I or my mother called to get an answer if I was lucky enough to speak to a person and not their voicemail or when I was left on hold but never received anything in return ... I'm appalled, the Customer Service is absolutely the worst. It doesn't seem they even want to help or provide any answers. OVER A MONTH - STILL NO CAR. Thanks so much for the fast, and speedy service as well as no communication on your part. I will not be coming back, nor purchasing another Ford in the future and I absolutely do not recommend.
I finally received my car after 6 weeks!!! 6 weeks and when I picked it up, I received NO compensation. No apology. ABSOLUTELY NOTHING! Way to make your customers happy and wanting to come back. don't waste your time read more
