Is Ford Service really this bad?!

[Ft. Worth Rob]

I’m not sure why people are complaining about no loaner unless the dealer you go to specifically offers that service.

My issue with the several DFW area dealers I’ve called to have a transmission issue looked at is the “drop it off and we’ll get to it within two weeks”, “we only look at transmissions one day a week, are backed up and will call you” then never call you. That level of customer experience is unacceptable to me.

@HOSSMAN is it really so difficult to manage a service schedule these days or do you think all of these dealers I’ve called are just that poorly managed? I don’t have this issue with BMW. Granted, I use Sewell. Unfortunately they don’t have a Ford store in DFW.

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[HOSSMAN]

Can you comment on what I was told by the service manager at Jones, specially that a recall does necessarily fix a problem? I'd also like to hear if you think I was unreasonable. I can go into more specifics, if you need them.

Also, this is an honest question, here. I'm actually looking for perspective from someone who DOES this job.

JR

I won't comment on the loaner with your son and pitching a fit to get the loaner but I will agree that whatever you dealt with is out of line. But as you said the other dealer you have gone too has been great (thus far) proving that there are some good guys out there. You are correct, it is either done or not done, period. I will say though that to do that particular recall most of the interior and other things need to come out of the car because of the crappy way Ford installed it. There is recourse and I would call Ford to let them know that a recall has not been completed but marked completed. They will make an investigation into that case and should re-open the recall on the vehicle. I have had a handful of vehicles come in stating the recall was complete in OASIS but the recall was opened back up? I called on it and one of the top dogs told me that they investigate flat rating and if not done, they charge back that dealer, other things happen and the new dealer can complete the recall and still get paid for it. IMO going to the FTC and whatever else is overkill but that is my opinion, like many government agencies they don't give a crap either.

 

[HOSSMAN]

Salesman: "The (extended) warranty covers blah blah, sign here!"
Service manager: "The warranty doesn't cover blah blah, but we can take your car, hold onto it for a week, then tell you at 5:45pm it's ready to be picked up but is not fixed."

I don't know why "customers" get upset.

Yep, the battle between sales and service. It all comes to communication. Sales clubs customers like baby seals and service has to sweep up the blood. NO ESP covers 100% of anything, anyone should really know and understand that. Things like trim items, glass (unless you have glass coverage), gaskets (as cause of failure) and other things are not covered, not by Ford ESP and for sure not by the 3rd party junk warranties out there.

I answered the worker shortage in another reply but where I am at my advisors are trained to follow up daily via text or call to give status and I hold them accountable for it. sure, as mentioned we are all human and make mistakes but that is the exception, not the norm. Sh!t happens, parts are here then backordered the same day, some jobs run over longer than others and that pushes things back but customers don't want to hear that, I get it....

 

[HOSSMAN]

I’m not sure why people are complaining about no loaner unless the dealer you go to specifically offers that service.

My issue with the several DFW area dealers I’ve called to have a transmission issue looked at is the “drop it off and we’ll get to it within two weeks”, “we only look at transmissions one day a week, are backed up and will call you” then never call you. That level of customer experience is unacceptable to me.

@HOSSMAN is it really so difficult to manage a service schedule these days or do you think all of these dealers I’ve called are just that poorly managed? I don’t have this issue with BMW. Granted, I use Sewell. Unfortunately they don’t have a Ford store in DFW.

I worked for 2 big Brookshire Hathaway stores in D/FW. Transmission techs are hard...very hard....VERY VERY VERY hard to find. I have had to cross train 2 line guys to do transmissions and I am 2-4 weeks out still from diagnosing transmissions. Problem is Ford doesn't just let you put a unit in and go....they make you tear down to the cause of failure, get prior approvals to replace or repair, documentation is a challenge and then the time to actually R&R. Ford is more of a specialized shop where we have multiple departments and techs that specialize in different repairs where other shops are bumper to bumper. Didn't say it was the right way but it's how it's been since before my time. All dealers are slowly trying to cross train more but the amount of work in the specialty areas is busting at the gills.

I have been trying for over 2 years now to figure out a better appointment and scheduling system but with the unknown even making promise times is a challenge but we wake up every morning and try. We wrote (when I got here) about 800 repair orders....7 years later we wrote almost 2900 RO's with internal but I still only have 26 techs. The demand has outran the supply both in bodies and parts.

Oh, and in regards to BMW. Bought my wife a new X3 M-Sport August of 22. Brought it in for a 9:00 oil change 2 weeks ago...got a call and was told I could pick it up at 5 that evening on the other side of town. Great store, good people, I'm just another number in their month.

 

[HOSSMAN]

well that I think was everyone, if not please let me know and I will reply later, don't want to leave anyone out . Need to put my cape on and get on the drive.

 

[ChrisB351]

A brand new car is also expected to come in proper working order. Especially when you spend over $60,000 on it and the problems all start at less than 1,000 miles. I wish all the same problems on you since you’re fine with spending a lot of money on a defective truck without recourse from the manufacturer.

If you expect a 60k Ford to be perfect, dont ever buy a Mercedes, or even worse a Land Rover. Spend double the money get double the problems. At least youll get your loaner tho.

 

[flip]

well that I think was everyone, if not please let me know and I will reply later, don't want to leave anyone out . Need to put my cape on and get on the drive.

Why so bitter? Nevermind....

 

[Gregb2771]

My first car 40+ years ago was a Ford but this is my first one since. I took it in for its first service and a short list of a few post-sale items to have checked out. They said they were really stacked so could I come back next week to schedule service (mainly oil change and balance). So, I did. A few days later, I came in for my service and was told it would take 45 minutes for the oil change (seriously?!) but the other stuff might take a few days. It's my first dealership experience in some time without loaners or comp'd rentals (as long as you're willing to schedule in advance based on their availability). So, I was a little shocked by this. It's unacceptable to be without your car for several days because you need something slightly adjusted to spec. The oil change ended up taking an hour and a half.

I understand bad days, but the service advisor told me it was just the way things are and it's the norm and was the same at pretty much any Ford dealer due to volume. That's what reservations are for.... But, I digress. Then I had a couple of questions to find out if the issues I have are even service addressable and he had no idea - couldn't ask a tech - I would have to leave it and wait a couple of days for it to be documented and so forth. Then, I asked if they could install Ford Performance Tune since I read that this had been discontinued for 2023 2.3L and he had no idea and directed me to parts who had no idea. I asked how I could find out and they had no idea.

This is an unacceptable level of service for any business. Is this typical for Ford today? Any good service dealers in Houston area? This was Joe Myers in Jersey Village (unfortunately I live and work less than a mile from it). I understand this is a Berkshire Hathaway business. I can't imagine that's an acceptable business model for Warren Buffett.

 

[ChrisB351]

Wray Ford has been pretty good so far down here in NW Louisiana. Their service rep has been upfront with me with the MT synchro TSB that they fixed. He was honest and said that they had two loaners but both were taken. He offered to call me when he had one free and then bring my Bronco in to ensure I had a loaner. On another repair, he told me that Ford will reimburse you for $45/day on a rental if it’s a Ford rental, $35/day if not. I had a rental for two weeks and they (Ford corporate) are processing my reimbursement currently. Rental reimbursement IS a thing.

Is Danny your advisor? Ive known him since elementary school days. I didnt know he was there till a few weeks ago and asked about getting mine in for something Rountree couldnt figure out. Unfortunately the way Ford works with having several dealers in the same region it has to go back to the one who has already looked at it.

 

[Gassyjack]

Maybe if we get back to “Quality is job 1” dealers wouldn’t be swamped with warranty work. There’s no reason brand new vehicles should need this much warranty work with todays technology.

 

[NOVABronco21]

There are good Dealers and there are horrible dealers. My Bronco got delivered to possibly the worst dealership in America (here's to you Jerry's Ford in Leesburg VA!) Fortunately I've found another local dealer who took care of me.
The issue I have is that if the dealer is a hot mess there really isn't recourse up to Ford Inc - they have no control over them and really don't care.

 

[Tacanta14]

I went to a local auto repair shop (nothing is "local" out here in the boonies; it's 75 miles away), and they did an oil change (full synthetic) and a 5 tire rotation for $135.00; which seems reasonable, and it took about 90 minutes. The closest dealer to me is 140 miles away, and the shop I used has a 4.9 rating and the owner spent some time talking to me about what intervals are best for oil changes, so good experience all around.

 

[BOLD Renegade93]

Is Danny your advisor? Ive known him since elementary school days. I didnt know he was there till a few weeks ago and asked about getting mine in for something Rountree couldnt figure out. Unfortunately the way Ford works with having several dealers in the same region it has to go back to the one who has already looked at it.

Yes it is Danny. He’s been great. This is based solely on my observation and no facts but every time I’m in there it seems like he’s busy and running around while the other advisors are kinda sitting around. That causes his communication to fall off at times but he’s still solid at it for the most part.

 

[ScLeCo]

End of the day it is a pain in the ass to get service everywhere right now unless you want randy crack head and billy jean wrenching on your 40-70K bronco.

Randy is my brother and I will not have you besmirch his good crack head name. How dare you sir!

 

[nbdybeatsthewiz]

I feel like I get better customer service from Comcast than I do from Ford...

Every time I call in asking for help with something, I get a speech about how they can't do the thing im asking.

I dropped my Bronco off letting Ford know it would be there for 2 weeks (I was heading out of town) and they needed to fix 3 things.
1. Faulty Sensors in the bumper (Blind spot, cross traffic)
2. Heated steering hasn't worked since I took delivery in 2021
3. Bumper is sagging after Ford installed trailer hitch

They fixed the faulty sensors in the bumper, but then tried to tell me that the heated steering wheel was tied to the same faulty sensors in the bumper. I may not be a car tech, but I find it hard to believe the heated steering wheel operates through the rear bumper.

They never fixed the heated steering wheel, never reseated the bumper, and after 3 weeks the sensors started failing again.

Now if I want to bring the car back, its a 2 week wait for an appointment, only to drop the car off for another 2 weeks, without a loaner and only a 50/50 chance they actually fix what I brought the car in for.

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