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| - **This will be my second update to reflect the conversation I had with Kelly, the Service Manager for San Tan Ford.**
I don't like leaving reviews because everyone can have a bad day, and frankly I wonder if they actually do anything. However, this one star review is for the Quick Lane service department.
I had an appointment for an alignment today, 1/18/15, for my 2011 Mustang GT. I have a VMP Gen II supercharger installed, and I am very particular who does the work. I figured I would opt for the alignment at San Tan Ford since I received a $20 off coupon for any service. I was hoping that the dealership would show me the same respect for my vehicle as Gene and company due over at Car Guy in Chandler.
I have a dash cam and an SCT X4 tuner connected to the OBDII port in my car. They turn on whenever the ignition is turned on. The service itself didn't take too long since I made an appointment at 7AM and waited for it.
After I received my car back and was about to drive home I noticed that my SCT X4 captured a 6200 RPM global max. It also captured IAT2 temperatures (post blower) and they were at 149 degrees.
I looked through my dash cam, and it did not capture any video after I had pulled up into the service lane and turned off the car. So this means either 1) the dash cam simply did not turn on or 2) it was purposely turned off or the power cord was removed. I don't know.
I brought this concern to the attention of the Quick Lane Manager. I specifically asked what the standard operating procedure was for an alignment. It consisted of a brief test drive, alignment, and another drive around for what I presume would be the 202, Gilbert exit, and Pecos Road. I had asked what speed is expected and the answer was 65MPH and/or highway speeds.
This is when I revealed my car was taken up to 6200 RPM and that would be excessive speeds for my automatic GT. Since my Mustang is an automatic, this means that the speeds were upward toward 90-100 MPH to reach 6200 RPM when it is in drive. My car is built for that; however, I have been experience spark plug blow out at 6200 RPMs which causes a loss of power, so my concern is reliability and drivability until the performance tune is dialed in. I tested it myself and the loss of power appears to be fixed, but I do not know for certain until I take it to a dyno. Anything I do to push the car is on me, and this right does not belong to anyone else.
The Quick Lane Manager then went to the back to speak to the shop foreman and technician manager (if I recall their titles correctly) and the technician. The story the technician gave was he had to "get on it" after turning on Pecos because someone was coming up fast from behind. There was a brief discussion around how the technician drove the car perhaps he shifted into 3rd or 2nd which would limit the top speed while still reaching 6200 RPMs. This is possible, but they all agreed that this was still unacceptable.
Given the data from my X4 tuner and the explanation from the tech, I voiced my displeasure that something like this would happen and what came out of it was 1) a free alignment, and 2) the technician would be written up.
***Here is the update***
After I filled out the QuickLane survey with 0 stars and offered my point of view, I received a call from the San Tan Service Manager, Kelly. She said she spoke to the other managers at the time and wanted to "apologize for my experience" and asked what could San Tan Ford do to welcome me back as a customer.
I told her there is nothing San Tan Ford can do. I put a lot of money into modifying my car and that if something was to happen under their care like it did, I would have to argue tooth and nail with the dealership for repairs. That would unlikely happen, so that's another aspect why I am extremely disappointed with the service and attitude.
I did ask Kelly for a formal written apology to include highlights of what I discussed with the other managers: I notified the QuickLane managers that my car was taken to 6200 RPM for a simple alignment, they spoke to the tech and acknowledged that it was inappropriate, and that the tech would be written up.
When I received the letter, Kelly summarized the situation as "We investigated the situation and found no evidence to support the claims. We are sorry for your experience."
Now I understand this day and age that no one will admit fault. Would you? Rather, Kelly decides to insult my intelligence with that nonsense. It would have been better to not send me any letter.
If I am the liar here, why bother calling me asking what can be done to earn back my business? Why give me a free alignment if I made everything up and am unreasonable?
Even though I consider the matter resolved, I simply do not feel comfortable coming back.
Honestly, I will *never* go back to San Tan Ford. The Service Department was supposed to be their saving grace.
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