| rev:text
| - Review for: automotive service department.
wow. what a nightmare.... These people are confidence men. grifters.
I am writing this review as a PUBLIC SERVICE to all people considering going to FORD COUNTRY for automotive service of any kind. my advice: go somewhere else. ANYWHERE ELSE! find a dealership in Arizona, or L.A., or Chicago, or wherever.
short story:
Went in for "free service" under the FORD recall for a fuel tank part. Got hustled for an unnecessary inspection fee.
Service department: They have one job - get you to sign the inspection form, so you will pay for an inspection, whether you need one or not.
Mike R: service dept representative
-fast-talker, hustler, professional liar
-his job: "GET THE SIGNATURE on the intake form" And he tells a lie or two to make sure you sign it. (to be fair, there are 5 or 6 people with the same job.)
Mario: service dept. manager
-snowman
-his job: deflection, feeble jedi mind tricks.
-when I called to complain, he gave me the "gee whiz" snow job, try to convince me they did nothing wrong. he threw in a few other tactics, for good measure, and ended with an explanation that i didn't remember the incident correctly. snow job complete.
Its clear that the entire company supports the hustle. They were not at all surprised by my accusations. If they were, I would already have my refund. Thats what GOOD BUSINESSES DO.
This is not a 'GOOD BUSINESS' for consumers. They are a blight upon the Henderson business community. STEER CLEAR.
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long version:
FACT: I went into the dealership service dept after my car failed smog; wanted to see if the smog fail could have been caused by the gas tank recall issue.
FACT: I talked with MIKE ROBINSON and asked to have my car checked for recall issues. (this FREE OF CHARGE under FORD recall policy.)
FACT: Mike asks, "are there any other issues?". me: "yeah, sure. theres a check-engine light on. i'd like to see if its related to the recall." (a brief internet search indicated that the 'check-engine' light is common in the case of the fuel tank recall issue.)
FACT: M.R. presents the work order for signature. price $150. WHAT? i thought this is covered under the recall. M.R. : "oh, sure! thats only if the check-engine light is caused by something else." Me: O.K. I'm certain the recall thing will solve the problem.
FACT: 2 hours later: car was serviced for recall. M.R. calls and said, "yeah, we found another part that we are RECOMMENDING for replacement. we can take care of that for $700. if not, it'll be $129.95 for just the inspection."
BINGO!!! Theres the hustle. 1) lie to my face, 2) find a "part recommended for replacement, and 3) charge the inspection fee, as you had planned from the start.
**IMPORTANT POINT**: just to be crystal clear, the 'other part' was "recommended for replacement." This part was not in failure. This part DID NOT CAUSE the check-engine light. (both facts were confirmed in a conversation with service department manager.)
**IMPORTANT POINT**: The day I took the car from FC, and after the recalled fuel tank part was replaced, the check-engine light went off. The car passed smog test two days later.
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The 'Customer Service' odyssey:
After trying to get a refund, I realized I'm more likely to get a chicken leg away from the mouth of a stray dog. It is apparent that if a customer is unhappy and would like a refund, that is just NEVER going to happen.
I spent three weeks speaking with any of three wonderful people, NONE OF WHOM were authorized to give me a refund of any kind. When I finally spoke with someone who COULD give me a refund (Mario), he gave me the final stone wall. That conversation was brief, rude, and offensive. After a few other tactics, he said,"No, you weren't in for recall service, you were here for a check-engine light." The final insult: full-on gaslighting me. ugh
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IN THE END, All you need to know is this:
1. Representatives in the SERVICE DEPARTMENT get COMMISSION on repairs. (this fact obtained by FC employees.)
2. 'ford country' has a full-time staff devoted to fielding customer complaints. FULL TIME! (o.k., actually 2 or 3 women, each working part time.) I wish these ladies well; they are taking all the heat for FORD COUNTRY's business practices. One of them (M.M.) did a great job, was really nice, and somewhat sympathetic. best of luck M.M.
The icing on the cake: In the repair department, there are signs on the desk begging people to leave "good reviews" on yelp....
HERE IS A HOT TIP FOR THE PEOPLE AT FORD COUNTRY: If you want "good reviews," you might try giving people a square deal.
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