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  • I wish Yelp would allow 0 stars that is the rating this dealership would have received from me! I also should have looked at the Yelp reviews before I took my truck here for Service, it would have saved me this trouble. This review is for the Service Department only, although if their service is this bad I am left wondering about their Sales Department? Here is my story, I moved to North Carolina a year ago and needed to find a place to service my 05 F150 (which I have had since new). I took my truck here in 2015 for a checkup and oil change and at that time they were unfriendly and failed to acknowledge my presence. However, I received my service and all seemed find so I chalked it up to them having a busy day. Jump forward to today when I was scheduled to take my truck in for an oil change, I thought I would give them another chance to gain me as customer (service and my next new truck soon). Between the time I scheduled the appt. and taking it in this morning I received a flyer from them about a 125,000 mile check up and a few other specials. When I dropped the truck off at 9:05am I was again not greeted and several of their staff are very unfriendly (Isabella or Izzy is the worst!!), I was finally greeted by Rick (who BTW is friendly and seems to appreciate us, you know the customer). After showing Rick the flyer and inquiring about the 125K checkup or this other thing called "The Works" Rick explained The Works is what I need. I agreed and stated I wanted full synthetic and would pay the extra, I hand him my keys and leave. Now it is approx. 1:30 pm and I am talking to my father and the topic of my truck came up and that it was in for service. As I was mentioning to my father it was an oil change and tire rotation it dawned on me I forgot to tell Performance Ford where the locking key is located for the aftermarket chrome. I called them right away (1:38pm) and explained where the key was located. Silently I thought to myself why after 4 1/2 hours they hadn't called to ask where it was? 20 minutes after I called them they called me back to tell me my truck was ready. I thought it was odd they called me right after I called them (20 minutes) and I wondered to myself did they even rotate the tires? I commented to my wife as she drove me there that I would know if they even did the rotation as my driver side front wheel is missing some chrome and I have been trying to figure out how I would deal with it. I show up and the same wheel (missing chrome) is still on the drivers front, same way I brought it in at 9:05 this morning. I also noted that the oil change sticker is the same one THEY put on there as a reminder for my LAST oil change, no new oil change reminder sticker, now I am wondering if they even did the oil change? I go in and speak to Rick and he comes out and I explain to him I am concerned about my service and I will not be paying for a tire rotation that never happened. I also noted the sticker for the oil change and voiced my concerns. I then crawled down to look at the oil filter and it in fact was new, so I know they at least changed that, not sure if I got 100% full synthetic liked I asked. Rick comments the work was performed by his "best technician" and he goes off to talk to him I assume. They come back, Rick, some other service advisor and apparently the Tech who did the work. I explain again about the missing chrome on the wheel and that I am very aware of the position of that wheel on my truck due to the fact the chrome is peeling, etc.. The tech then goes on to tell me how he rotated the tires, I explain again that is impossible, again due to the unique wheel with missing chrome. At this point I said I would pay for the oil change, although I am concerned about paying for synthetic given the dishonesty that has already occurred. Rick stated they would not take my payment, I then demanded to pay for the services (the oil filter at least) that I know have been completed. Rick and the other service advisor both state they will not allow me to pay. I comment to Rick I am not mad at him, I am disappointed in the customer service, the blatant dishonesty and the fact I now have to find another reputable Ford dealer to do business with. I ask who owns the dealership and Rick tells me who and hands me his card and I shake his hand. I am very particular about all my cars and I know when they have scratches, etc. and I do quite a bit of service on my vehicles so I am not the average unknowledgeable auto consumer. I build motorcycles as a hobby and am very mechanical. I state this because I am concerned about their other customers who don't know how to check if their tires were really rotated or their oil changed or their brake pads are truly worn. Auto businesses like Performance Ford and Lincoln are what give the good ones a bad name. I now scheduling the same service, "The Works", including another oil change at another Ford Dealer. @fordofcharlotte
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