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| - Never bought a car here (and I NEVER will, even though I'm within walking distance of this dealership), but DO NOT get your car serviced here fellow Ford owners.
I went in for a simple oil change, my car has less than 25k miles on it. I had a coupon from the dealership where I bought the vehicle originally, and so I called beforehand to see if it would be the same price here. After being assured over the phone that that would be the case, I went in and got it done. First, they try to sell me on some 'oil additive/cleaner' service for an EXTRA $30, which I declined and asked just for an oil change and tire rotation for the $39.95 price I was told I'd get. Lo and behold, after everything is done, I see my bill come out to $55. When I ask why there's a difference in the price I was told I would get and what I'm being charged now, I was told that it was due to a generic shop supply fee that is charged to the customer. When I press about what this generic shop supply fee is that's being passed on to me, I get nothing but ambiguous answers like, "Well, sometimes we have to use rags to clean up any oil that may have spilled, or windshield washer fluid that's topped off, or for the seat covers we have to use when we service your car, ya know, those kinds of things..." NO, I don't know, bc I've never been charged those ridiculous fees anywhere else before, not only for this car but for ANY car I've EVER OWNED IN LIFE. First of all, all fluids should be included in the service, (at least freaking window washer fluid!!) as the coupon states as part of its multi-point inspection. Secondly, I don't care if you have to use rags to clean up anything your techs spill or seat covers so that you don't dirty up my seats - all that is on YOU. But no, instead it gets passed on to the customer only here at Surprise Ford, bc yes, they're the only dealership that's ever charged me for these ridiculous fees. I guess declining the initial add on service rubbed them the wrong way and they had to make it up somewhere else with these utterly nonsensical charges that they tack on at the end WITHOUT TELLING YOU BEFOREHAND, even though they 'confirmed' that they would honor the price we discussed. They tried to tell me that my car required 6 qts of oil and the coupon was only for 5 qts. Funny, as my original dealership managed both of the other times I've had my oil changed to get the job done with 5 qts, explain that to me? The 'manager,' Richard Accord, aka customer service rep that you're supposed to think is some kind of manager, tells me, "Well I can't explain that..." Yea no kidding you can't explain that bc you had no valid reason for charging me that.
He goes on to say, "Well, and those shop supply charges are so that I don't have to charge you for those kinds of things..." If that sentence makes sense to ANYONE out there, please explain it to me. Because you ARE charging me for it - you're just putting it under this generic nebulous umbrella of 'shop supplies' instead of itemizing the charges bc then EVERYONE would realize how ridiculous that mess is. Not to mention that when I called him about the price discrepancy after my oil change, he would NOT stop interrupting me by yelling, "SIR! SIR? SIR? SIR!" Richard, here's a tip - when a customer is unsatisfied bc you told them one thing and then switched it up on them when it was too late for them to do anything about it, LET THEM TALK WITHOUT INTERRUPTING, and without continuously yelling 'Sir' at them. When I'm done talking and making my point, you'll know bc I'll have stopped talking, at which point it'll be your turn to talk.
This is not a lot of $ were talking about here - MAYBE $15. I just do NOT appreciate 1. being told one thing and then having something else happen while you try to explain it away to me like I'm a 5 year old - you should honor the cost you said you'd honor, and 2. don't get defensive and ultimately combative on the phone with me when I call you on it. I know I probably looked like a pushover college aged student to you, but I'm not, and I do not tolerate this kind of SH*T. This is a small amt of $ to lose an existing Ford customer for LIFE. I'll be buying my Focus RS in a couple years at any dealership other than this one, if I even stick with Ford, which chances are I will not. DISGUSTED with this service and the ensuing response by a "manager." What a joke.
And don't leave another obviously apathetic platitude on here about "what can we do to restore your faith in Surprise Ford?" because that ship has sailed. "Hi Andrew, at Surprise Ford we strive to provide the best customer service, blah blah blah..."
You don't get to f over your customers the first go around, and then give them a bs obligatory quasi-apology for it after you take their money just so they'll come back and spend more money there again. It doesn't work that way. Do what's right for your customers the first time instead dummies.
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