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| - I will never take my car back for service at Huntersville Ford; my service experience was so atrocious I am even questioning why we bought a Ford, if that is what I have to look forward to for regular maintenance experiences.
I took my 2013 Ford C-Max in for two recall repairs. Unlike any other dealership service stations I have ever been to, no one is there when you first pull in. Going inside, it is unclear who you must speak to, and I waited 10 minutes just to tell someone I had arrived for my scheduled appointment.
They do provide a shuttle, with a very lovely driver, so I will give them that. It took an 1 1/2 for the shuttle to be available (if that was my only complaint, I wouldn't have minded so much). However, later in the day, I received a phone call that while running diagnostics they broke the rear latch on my trunk, and were unable to close it. Of course, a part had to be ordered and they couldn't return my car on the same day. The car did not enter their service station with this problem.
When I spoke to a manager, he tried to claim that we brought the car in that way. Not true. I was also not given a clear explanation of what had happened, and why it was suddenly broken. Rather, I was told, "We have never seen this before." Not very reassuring.
When the car was ready the next day, I had to immediately turn around and go back because the Sync system was no longer working....wait another 30 minutes for them to reprogram it correctly. Later that evening, I also realized they broke the buttons on the steering wheel, and they were no longer functional.
This was supposed to be a simple recall repair on a car that has never had a problem. Instead, I get a car back that had the latch broken, sync system messed up, and steering wheel buttons broken. All of this happened while it was in the possession of the dealership.
When I took it back a few days later to fix the steering wheel button, they had it for 10 minutes. 10 MINUTES. And guess what happened...wait for it.....they broke the rear latch again. Never mind the fact that in the 5 days between these separate appointments I used the car (and trunk) multiple times without any problems.
There is obviously a problem with one of their diagnostic tests screwing with the circuitry of the trunk. This whole thing was such a ridiculous fiasco that is hard to put into words. But of course they will not admit the fault is theirs. I will certainly never go back to this dealership again.
If you have to visit this service station, try to avoid Gregg. Terrible customer service; does not return phone calls, and does not call and tell you when a car is ready. Chris, the other service rep, was a bit easier to deal with. I also was not particularly impressed with service manager Jason, who joked to us that Gregg needs to work on his customer service skills. I'm sorry, but when you are a manager, you don't joke around with customers about how badly one of your employees does his job.
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