| rev:text
| - Let me start by saying, I am glad I ended up NOT purchasing my vehicle from this dealership 3 years ago. EVERY experience I have had with this dealership, with the exception of my first investigative visit, has been problematic to just plain terrible.
First salesman 3 years ago was polite and compassionate to my situation. I had just lost my inherited vehicle in a 5-car pileup and was awaiting my insurance salvage check. He wasn't hasty to sell me the car, but showed me a few and took me for a test drive. He said he would be there for me when I was ready and gave me his business card. Great job right?
I returned a couple days later to ask him some follow up questions in person but he wasn't there. Another sales rep assisted me, but from the start of the conversation he was more interested in making the sale than answering my questions. I also still didn't have my insurance check for the down payment. I left very angry and with many unanswered questions. I purchased my car from Ford Country in Henderson.
Since then, my car has had a couple of hiccups and a couple of recall issues. I had taken my car to Friendly a couple of time for these issues, and every time their response was essentially, "well, you didn't buy the car here... " Excuse me? Last I checked my car was a new, under warranty Ford....your dealership building says Ford. For recall repair issues and even basic service, I have either driven the 25 miles for basic service to Henderson or Ford Country has towed my vehicle and provided a rental car during my recall repairs.
Today, I didn't have time for the 30 minute drive so I chose to give Friendly one more chance. It took a few minutes for any of the service Reps to respond to my presence at the Quick Lane Service, and then when I thought I would be able to use a $30 credit on my Ford Owner rewards, the cashiers told me the dealership doesn't participate in the program. I understand franchising rules and participation, but this was the last straw. I was essentially told again, "well, you didn't buy the car here." The cashiers words were, looking at my rewards info, "oh, that's Ford Country's ID....we don't participate in that program." It was a company wide FORD owner rewards program... I have worked for franchises and small business for most of my retail career. When there are few locations that are far between, this kind of policy and response are unacceptable. The cashier called the manager. I paid the $50 while I waited for him. He took me to his office and shut the door like I was in trouble for being angry. I told him about all the problems I have had and he literally had no response. Other than, "I've urged them to reconsider participating in the program, but they just won't change their minds." There was no, "I can see and understand your frustration. Let me see what I can do for you."
Lastly, I get in my car and my center console is smeared with oil. I only discover this after I've run my sleeve though it! One of the runners could see I was angry, checked the service invoice for the tech, said something would be done about it, and cleaned up the oil.
That marks the LAST time I will ever go to this dealership for ANYTHING. I shouldn't have to drive 25 miles out of my way to receive the same benefits and quality of service from a BRAND marked dealership, but I will.
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