I changed my appt for the recall on my 2011 Ford Fusion from Capital Ford to Performance Ford b/c I have a friend who works there and it's closer to where I live. I called a few days before to see if they would honor the complementary oil change letter I had for my Ford Ownership Rewards program. The lady I spoke with put me on hold and came back to confirm that YES I could use it.
I showed up for my 9:00 appt and there was no record of it on their schedule. However, Terrance kindly got me in. And he confirmed that NO I couldn't use the complementary oil change letter since it was from Capital Ford (so much for the lady telling me I could use it). I had to ask twice for the driver to take me home & he finally did around 10:00. I was told Performance would have my car approximately 3 hours. I called at 1:45 and Terrance told me they were cleaning my car and the driver would be heading to pick me up soon. I called again an hour later only to get voice mail & I explained to him I needed to BE HOME by 4:00. I called Terrance again around 3:30 & had to leave another voice mail. I told him that per my previous message, I needed to be home by 4:00 due to plans. With still no return call OR driver to pick me up, I called Terrance at 4:05 only to get voice mail once again. I was upset & told him I was unhappy & that my plans were already messed up & that a driver better arrive in 5 minutes or I expected them to bring me my car! A driver did arrive soon after. Once I arrived at the dealership, Terrance never mentioned my voice mails OR apologized for my supposed 3 hour work which actually took 7 hours or for the delay of the driver! Regardless of my friend working there or close proximity to my home, it's doubtful I will return!! Afterwards I read the feedback on Yelp & learned most posts were negative as they all received horrible customer service! I wish I had read it before I went there!