Dealership woes

[GrySql]

This is the type of Dealer service that goes in the 'Wow' plus column, not the 'Woe' minus column. I am happy for you!

[corncobs]

Maybe Ford pitched in and shows some appreciation for the education and support HB has given over the last year. I think a lot of people have benefitted from his passion about hybrids.

 

I can only post something nice and say thank you.

[acdii]

speechless

[GrySql]

speechless

:drop:

 

 

:)

[corncobs]

speechless

I never thought I would see a post like this from you.

 

?

[acdii]

:ohsnap:

[Aquineas]

Glad this had a happy ending!

[hybridbear]

Received the contract in the mail today. PremiumCare service contract, $0 deductible, expires 11/27/2020 or 100,000 miles. I'm super happy and am trying to figure out how to word my glowing reviews that I'll post on Google, dealerrater.com, etc about the dealership. I also will give them glowing reviews in the Ford survey. If anyone has suggestions of other places to praise this dealer, please let me know.

Edited January 26, 2014 by hybridbear

[Eddie Sessum]

everyone look at the front of this car at the dealership that screwed up so much on my truck..

http://www.lamarque.com/used/Lincoln/2013-Lincoln-MKZ-new-orleans-44c9a4430a0a00e07c83c6deb3390817.htm

 

This is a state that doesn't require a front license plate. They installed it so they could stick there advertising plate on it. Look how it is uncentered and not even level.

 

How the jackass of a service manager would allow anyone in his shop (or himself for that matter as there are smarter people working as techs) do that to a car and mess it up that bad is beyond me. I hope that shotty job costs them thousands.

[Double-Tap]

Just to get something straight, normal price for 7 year/100k premiumcare with $0-100 deductible is $1115?

 

Is that high, low or medium for the extra coverage? I'm thinking about buying it for my 2014 Fusion...

[hybridbear]

Just to get something straight, normal price for 7 year/100k premiumcare with $0-100 deductible is $1115?

 

Is that high, low or medium for the extra coverage? I'm thinking about buying it for my 2014 Fusion...

You can check prices on: http://www.floodfordesp.com/

They sell the Ford ESP plans and sell them at a low margin and make up for it with volume. Most dealerships don't sell a lot of these plans so they mark them up really high (often double their cost) to make a big profit on them. The 7/100k PremiumCare they gave us with a $0 deductible shows up as $1570 to buy it from Flood Ford.

 

Check out these two threads about warranties for more info.

http://fordfusionhybridforum.com/topic/5421-extended-warranty/

http://fordfusionhybridforum.com/topic/6322-have-you-bought-an-extended-warranty/

[acdii]

I just checked. $0 deductible(funny thing is the Fusion and Flex are the same price), 7/125K is $1130 for the Powertrain care. Premium Care is $2390.

 

Those were for AWD, remove AWD and the cost goes down to $1020 and $2155.

 

Which one did you get again?

Edited January 26, 2014 by acdii

[hybridbear]

I just checked. $0 deductible(funny thing is the Fusion and Flex are the same price), 7/125K is $1130 for the Powertrain care. Premium Care is $2390.

 

Those were for AWD, remove AWD and the cost goes down to $1020 and $2155.

 

Which one did you get again?

Is this question directed to me?

 

We got:

The 7/100k PremiumCare they gave us with a $0 deductible shows up as $1570 to buy it from Flood Ford.

[acdii]

Wonder why it sows at $1570 for you and $2155 for me, even with 0 miles listed.

[hybridbear]

Wonder why it sows at $1570 for you and $2155 for me, even with 0 miles listed.

I put in 200 miles since that's about what the car had when we bought it. I also made sure I put in 2013, not 2014, and that I checked the box that the car has not been in service for more than one year. It's also 7/100k, not 7/125k that they gave us. The 7/125k is a couple hundred dollars more.

[acdii]

Oh well doh then, I was looking at the 125K one. I have the 125K one but for 4 years, since with the number of miles we do, 4 years will be about right.

[hybridbear]

Here is what I said in the comments on the Ford survey and in reviews on dealerrater & Google:

We had a few hiccups in the process where an issue that was present at delivery took four trips to the dealer to resolve, instead of just one. John Violette was very helpful throughout the whole process, he kept me informed of what was going on and was my advocate. When mistakes made by other employees caused us a lot of inconvenience, John Violette brought our issues to the attention John Tichenor, the General Manager. John Tichenor & John Violette worked with us to ensure that we were completely satisfied and that we were compensated for the inconvenience caused by the errors of dealership personnel.

Overall, we are very pleased with the outstanding customer service of John Violette & John Tichenor. They were both committed to ensuring that we were completely satisfied and that all problems were resolved. They went above and beyond and deserve recognition for their efforts.

I gave the dealership all 5s on the survey.

 

Does anyone else have any ideas of other places where I could post a positive review?

[hybridbear]

I decided to give the close dealer another chance today. I had previously had a bad experience with them with the black FFH. This dealer also had many negative reviews on DealerRater.com. It seems like they've made major changes in the last few years. When I arrived this morning I was given a postcard with the e-mail of the Service Director saying that the goal of the dealer is "to make you a customer for life". The card requests that I contact the Service Director if I don't feel that the service received would make me a customer for life. They also have a new appointment system which sends me an e-mail when the appt is entered in the system and another reminder e-mail. The e-mailed appt info contains the full description of the concern that the SA logged in the system and gives me the option to add additional concerns or update the data the SA typed in when setting up the appt.

 

This dealership can't hold a candle to what GrySql gets and South Bay Ford in terms of a customer lounge, but they are remodeling the entire dealership and I expect that once the lounge is remodeled it will be much nicer.

 

So far so good :)

[GrySql]

Well I'm at my local Dealer for this emissions Recall and told the SA politely I'm giving them one more chance to redeem themselves from my last unpleasant visit. My SA is a nice chap and was very nice about that, then was surprised I knew all about this Recall. I came prepared.

I have my fingers crossed.

 

No, this not SBF with a free lunch, here there is a Tupperware container with one donut under the cover, an empty coffee pot with no cups left and a water fountain. Oops, the donut is gone... I missed my chance.

[acdii]

Your has donuts? Mine has some water in a wine fridge. No WINE though(except from my kids when they have to sit there and wait).

[GrySql]

More like 'had donuts'...

They did the PCM reprogram in one hour flat, paperwork included - real pleasant.

I told the SA he'd get all excellent scores on the repair email survey and he gave me a big smile for that. I might go back again.

Edited September 19, 2014 by GrySql

[hybridbear]

Well I'm at my local Dealer for this emissions Recall and told the SA politely I'm giving them one more chance to redeem themselves from my last unpleasant visit.

What happened previously? I don't recall the story if you've shared it.

 

When I made my appointment I asked if they would be able to be done in less than an hour. They said yes. When I arrived I asked again. They said yes. Actual time: 1 hour & 45 minutes. That was annoying because it made me late for a meeting at work. I scheduled my appointment as early as they would let me and I had a buffer where they could take up to 1 hour & 30 minutes and I could make it on time, but they took 1 hour & 45 minutes. After 90 minutes I went and stood by the SA's desk until they finished. At that point they had already removed the car from the service bay and I could tell from the MyFord Mobile app that it was turned off and parked on the other side of the parking lot. It took them 15 minutes from that point for him to track down where my car was and to get me my paperwork.

[GrySql]

What happened previously? I don't recall the story if you've shared it.

 

When I made my appointment I asked if they would be able to be done in less than an hour. They said yes. When I arrived I asked again. They said yes. Actual time: 1 hour & 45 minutes. That was annoying because it made me late for a meeting at work.

The very early leather gearshift knob controversy, Service couldn't figure it out, sent me to Sales. Sales told me to take it back to the Dealer I bought it from and get out, then called his Service Dept a bunch of idiots. I went back to Service and told them what had happened & what was said and left. From there I went to SBF, we huddled, they got the part and installed it - Fusion Market Mgr Samantha Hoyt found her FFH's had the same problem, sent me a Ford Gift package, you got the Fusion model car from it. Whew.. that was the super fast edition. If I left anyone out it was for the sake of brevity, my pardons. :)

 

It makes you wonder why the SA promises something and it doesn't happen, was it in good faith? Did the Tech need a smoke break, was there a power failure? One would not like to think they just lie to you so you'll commit and get stranded.

 

In this last event at my local Dealer I noticed that they have a new Service Mgr and I watched him getting involved, I liked what I saw. I'll try them again. I don't need donuts anyway....

Edited September 21, 2014 by GrySql

[higheroctave32]

About the trunk issue several members have had, I've noticed that many Fusion trunks seem to aligned a little off, including mine. If you look at the tail lights, they don't quite meet together in line on each side of the trunk and the gap at the bottom is a touch large. It was even noted in a review I read on TopSpeed.com. It's as if the closing of the trunk isn't quite perfect so they adjusted the point that it latches a little higher to compensate instead of really fixing it. It's reasonably slight so it doesn't bother me since the car seems perfect in every other way.

 

Has anyone else noted this as well?

[headdoc]

I have a Fusion Hybrid as a family car and a regular Fusion as a work car. The work car is a 2013 and has had bits falling off it. Each time the dealer has had to work on it there are glitches. One part of the shop doesn't know what another shop ordered, etc.. "oh we actually can't do it today bring it back later.... we thought the part was in". These are my first Fords and my trust level is quickly going to where it was with GM and Chrysler... in the toilet.

 

I told them that they should use bug guts instead of the glue they are using it sticks better.