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| - First and foremost let me just say that the reason why I chose this dealership is because it was convenient for me. But I should've gone to Team Ford. I purchased a 2012 Ford Focus Titanium 4 months ago. It has 73k miles and recently started to have to famous "clutch shutter" that they all have. Luckily ford extended the transmission warranty to 100k due to this big issue they've been having for years. So I called Monday at 8am to the dealer and asked if they had time to check out my car today. The gentleman said "Yes, we don't have a lot going on today so if you bring it in this morning we can get you right in.." I told them I'll bring it in around 10-11am. I got busy and could t show up till 12pm noon. I spoke to the service advisor named Paul and he was extremely nice and explained to me about how the trans and clutch is covered. I also wanted him to look at other stuff while it was there. I also explained to him that I am the operations manager of 4 repair shops in Vegas and I brought my car in because it's under warranty. He said no problem! We will take good care of you. He also said "we can get you in today and it looks like your car is next up!" I was like great! That's awesome! I'll probably get my car back tomorrow! (Tuesday)
So 5:45pm comes around. Paul doesn't call me, I call him. I asked how is it going? If they found the rattle and what are they fixing on the Transmission. He said "oh, we didn't have time to look at it but you're next up. So it looks like we won't look at it till tomorrow..". Now I'm frustrated because why did you tell me almost 6 hours ago that I'm next up and 6 hours later, im still next up? When I tell my customers that their car is next up, it's literally 5-10 mins next. All I ask if don't lie to me, tell me the truth so I can plan on finding rides or maybe offer me a rental.
Tuesday, I haven't received any calls all day. I called Paul at 3:45pm. He tells me "you're car is being worked on and we're replacing the clutches under warranty. There was definitely a problem there.." so I asked will it be done today? He said maybe. I checked book time on remove and replacing the transmission and it's about 5-6 hours. Give or take if they run in to any issues. I asked him again if they looked in to the rattle I was hearing and he said no not yet. So I'm still upset because now I have been taking a uber to work and home.
Wednesday, I get a call from Paul this time. Surprising. He called around 2pm and said that my rear main seal is leaking. I said ok how much is it? He said about $220-$230 our the door since it's right there because they had to remove the Transmission. I said great.. go ahead and do it. He said he would call me when it's done. 6pm comes around.. no phone call.
Here we are Thursday, $80 later in Uber rides because I have NO FREAKING CAR. Never offered me a rental. This please lacks service. Your techs are on Flag rate, why aren't they completing jobs quicker? Why if your service advisor lying to me about my car being "next up". Why isn't your service advisor calling me EVERYDAY to keep me in the loop? He should call me 2-3 times a day to update me. That is real customer service. I know this because I've been in the automotive industry for 15 years, been a Store Manager at multiple automotive shops in Las Vegas. If you ask me to hire this guy I would laugh and say no. Because why? So my customers can feel like they being lied to like me? No. I only hire people who take pride in every customer and keeps the customers updated every step of the way. I'm frustrated, pissed, and still have no freaking car to drive and get to work. If my car isn't done today, they need to provide me with a rental and reimburse me uber fees that I have been spending to get to work and back home.
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