Bad Customer Experience

[HaleFire]

Good read - I'm sorry you had to go through that. As bad as the dealership experience is, nobody should have to deal with that. My family and I have bought many vehicles from the local dealer and each time there were zero hassles and good results. I've been lucky in that regard.

It is easy for me to say, but try to forget about it and just start counting down the days until you get your car. Don't let a few scummy dealerships tarnish your enjoyment of the car you wanted - don't let them win.

Sponsored

 

[HoosierDaddy]

I think that any SAE certified service shop can do warranty work as well.

Unfortunately, no. I mean they can do the work, but Ford won't reimburse them so the customer pays for the work. I might still go that route if its something I don't have the tools or skill for and if there was no dealer I trusted. Dealer techs can be as good as any.

 

[amk91]

Koons. My brother bought a Wrangler from them in Virginia. I tried to buy a GT500 from them. Spoke to the sales rep. Worked it out. Told them I was driving the 6 hours to them the next day. I got there, and they had just sold it the night before. The sales rep I spoke to called in sick. The manager was very helpful though and tried to locate another one, but I ended up finding the same one through a private seller in Toledo, OH. So after driving 6 hours East, I finally got it by driving 6 hours North... SMH at dealerships.

I have heard many on here singing their praises, but Koons way too far away from me, where I'd be driving 2,000 miles back. Like Cardude and everyone else, it is still good advice. Thanks, I will have to think about and see if they can pull out all the stops.

I wasn't able to read the whole thing. Why did you use that font and spacing? Did you copy/paste from something?

I really wanted to make this long wall of text as easy to read as possible, as massive paragraphs would give people headaches. Unfortunately voice to text issues, late night posting tiredness, autocorrect, and other missed typos, have probably made it difficult for others to read.

It is long, as I wanted to limit any vagueness, so few questions had to be asked and people fully understood the situation. Hope you understand why it became a bit of a mess, sorry.

I had visited an Autonation Dealership around mid-August last year to test drive a GTPP because I wanted to get a feel for them (sales manager wouldn't let me do it because it was raining.) I actually left my information with the salesman my friend and I were working with because he was a true enthusiast, and I actually wanted to buy a car from him, but my timeframe for actually buying was December. Long story short I didn't buy the car from him, and he actually saved my number to his personal cell phone and sent me spam messages trying to get me to subscribe to his Youtube channel. I reported him to ATT and blocked his number.

Another time, my friend and I were looking at a used 07-09 GT-500, and the overly aggressive sales manager tried telling us that GT-500s were just modified GTs, hence the *GT*-500. We informed him that if we were to run the VIN on the car, it wouldn't show it as a GT, at which point the salesman and manager "went to the back." My friend and I got up and left, and the salesman we were working with called me on my cell, begging me to come back, profusely apologizing. I told him that he was fine, but we weren't going to work with a manager that dense.

So yea, I hate dealerships, too.

Reminds me of when I checked out and test drove my first S550 in October 2014 in New Braunfels. Black on-black GTPP, except it wasn't raining and they followed along on the ride. I refused to buy immediately, as it didn't have Recaro and that I needed more time. Unusually that very day, to my surprise, I bought my Raptor on the way back home.

Prior to that, I had looked at a 2010-12 GT500 in San Marcos, first thing.

I am beginning to hate dealerships, in recognizing these patterns. Yes, I am guilty of heavy window shopping, but I am clever enough about it when I am not truly in the market and want to be left alone,

This underestimating of the customer has to stop in some respects, as no one appreciates being talked down to when they are the ones spending the money. When I worked in sales, I made sure someone knew very well about a product, while respecting their wishes and sensibilities.

Thanks for taking time to reply, appreciate it.

Wow super long story. Seems like everyone involved was difficult. I wasn't there so I can't really judge it all.




^^^^ this ^^^^

When it's all said and done you don't really need the Dealer unless your getting warranty work. Last new car I bought never went back to Toyota after I bought it and I owned that car for 9 years.


Good luck

Thanks, can't blame you as my OP tried to cram so much of the past 5 weeks, that autocorrect typos make it even harder. I am slowly finding out, that I do not need to service at the dealer. I hadn't grasped this, as my parents usually went to the dealer regarding their cars and I assumed it was typical.

Thanks for taking out the time to reply.

The problem is finding dealers that don't HATE doing warranty work. In my area when I go to get warranty work done I can feel the disdain from the people there because they know they aren't going to get paid as much as ripping someone else off without one. I had to get Ford involved to fix a few things when I first bought my car from the same dealer I bought it from.

I hate car dealerships.

Amen to that. If there was such a thing as a 9-5 auto show to test drive the latest for a price w/strict guidelines (weed out troublemakers), I'd never bother with dealers.

This is such an interesting perspective, as it explains more in-depth why they hate seeing me in service. Funny enough, I mostly do "The Works". Plus I was trapped into paying $2k for a new clutch at the sister facility of my original dealer. Had to pay them to sort out misaligned ST Roush Cat-Back exhaust (they sold it with the car), just before I moved 500 miles away last year.

I paid $1k at my current servicing Ford dealer for new brakes earlier this year (still rude to me).

They have done nothing under warranty, that now when the ST warranty expired a few weeks ago, I had concerns with stalling/sputtering while using A/C, which they refused to diagnose without a $115 fee. (have extended warranty)

Thank you for the feedback.

Do you guys want to know why dealerships hate warranty work?

Because warranty work doesn't pay them anything. It pulls their techs away from earning them money. Also, the techs hate doing warranty work as well because they only get paid a fraction of what the book time is. Usually about 3/10ths what the actual book time they are supposed to get paid for that exact job.

Warranty work is a huge PITA for most dealerships.

Interesting information, thank you.

I get it but that isn't our problem. If they're in the same building and share the same name as where I bought a brand new car from, they should be eager (at least make it seem that way) to do warranty work on the car. Otherwise don't sell cars with warranties on them.

Exactly, it is most certainly not our problem. They are full of it in that respect and need to sort that out, between them and Ford. Thanks for your perspective.

Typical salesman/dealership assholes. Nothing new. Once your new ride arrives you will be a happy camper and forget everything what happened!

You know that's right! The best new 2-door V8 "performance car" I can buy w/o the luxury badge. Camaro isn't to my taste anymore and Challenger is too old (love it though). I have never been so excited about a purchase. Just too bad the dealer group that swindled me out of $40k, gets my business again. Pretty much $90k in sales from me to them this year.

No sympathy here, what do you expect at dealership? Side note, the "me" and "my review" threads sure get old. Better to Facebook live that stuff to your buddies.

Really? Why did you comment, if my experience is of no interest to you?

Sorry to hear.. Great write up though.

-Josh

Thanks for your perspective, questioning if I should publicize the dealer that had a salesman shove me, instead of protecting identities of everyone involved.

 

[HISSMAN]

Unfortunately, no. I mean they can do the work, but Ford won't reimburse them so the customer pays for the work. I might still go that route if its something I don't have the tools or skill for and if there was no dealer I trusted. Dealer techs can be as good as any.

Right... That is what I meant sorry. They can do the work and not have the warranty voided in the process is what I meant. I have problems applying context sometimes. That is what my wife says anyhow.

 

[Muff Muff]

I have heard many on here singing their praises, but Koons way too far away from me, where I'd be driving 2,000 miles back. Like Cardude and everyone else, it is still good advice. Thanks, I will have to think about and see if they can pull out all the stops.



I really wanted to make this long wall of text as easy to read as possible, as massive paragraphs would give people headaches. Unfortunately voice to text issues, late night posting tiredness, autocorrect, and other missed typos, have probably made it difficult for others to read.

It is long, as I wanted to limit any vagueness, so few questions had to be asked and people fully understood the situation. Hope you understand why it became a bit of a mess, sorry.



Reminds me of when I checked out and test drove my first S550 in October 2014 in New Braunfels. Black on-black GTPP, except it wasn't raining and they followed along on the ride. I refused to buy immediately, as it didn't have Recaro and that I needed more time. Unusually that very day, to my surprise, I bought my Raptor on the way back home.

Prior to that, I had looked at a 2010-12 GT500 in San Marcos, first thing.

I am beginning to hate dealerships, in recognizing these patterns. Yes, I am guilty of heavy window shopping, but I am clever enough about it when I am not truly in the market and want to be left alone,

This underestimating of the customer has to stop in some respects, as no one appreciates being talked down to when they are the ones spending the money. When I worked in sales, I made sure someone knew very well about a product, while respecting their wishes and sensibilities.

Thanks for taking time to reply, appreciate it.



Thanks, can't blame you as my OP tried to cram so much of the past 5 weeks, that autocorrect typos make it even harder. I am slowly finding out, that I do not need to service at the dealer. I hadn't grasped this, as my parents usually went to the dealer regarding their cars and I assumed it was typical.

Thanks for taking out the time to reply.




Amen to that. If there was such a thing as a 9-5 auto show to test drive the latest for a price w/strict guidelines (weed out troublemakers), I'd never bother with dealers.

This is such an interesting perspective, as it explains more in-depth why they hate seeing me in service. Funny enough, I mostly do "The Works". Plus I was trapped into paying $2k for a new clutch at the sister facility of my original dealer. Had to pay them to sort out misaligned ST Roush Cat-Back exhaust (they sold it with the car), just before I moved 500 miles away last year.

I paid $1k at my current servicing Ford dealer for new brakes earlier this year (still rude to me).

They have done nothing under warranty, that now when the ST warranty expired a few weeks ago, I had concerns with stalling/sputtering while using A/C, which they refused to diagnose without a $115 fee. (have extended warranty)

Thank you for the feedback.



Interesting information, thank you.



Exactly, it is most certainly not our problem. They are full of it in that respect and need to sort that out, between them and Ford. Thanks for your perspective.



You know that's right! The best new 2-door V8 "performance car" I can buy w/o the luxury badge. Camaro isn't to my taste anymore and Challenger is too old (love it though). I have never been so excited about a purchase. Just too bad the dealer group that swindled me out of $40k, gets my business again. Pretty much $90k in sales from me to them this year.



Really? Why did you comment, if my experience is of no interest to you?



Thanks for your perspective, questioning if I should publicize the dealer that had a salesman shove me, instead of protecting identities of everyone involved.

Out of curiosity, was that Bluebonnet Ford? I had stopped there on my way up to Arlington because my car had been misfiring. They took me in, despite being very busy, and had me back on the road a couple hours later. The service manager said it was a cracked spark plug, but by the time I got to Temple, it was misfiring again. Turns out I was a victim of the cracked intake manifold, but I didn't find that out until I got to Arlington. I think the guys at Bluebonnet just cleared the code and sent me on my way, because it started misfiring again, and I got no receipt to confirm what work they actually did/didn't do.

 

[scrubber3]

Out of curiosity, was that Bluebonnet Ford? I had stopped there on my way up to Arlington because my car had been misfiring. They took me in, despite being very busy, and had me back on the road a couple hours later. The service manager said it was a cracked spark plug, but by the time I got to Temple, it was misfiring again. Turns out I was a victim of the cracked intake manifold, but I didn't find that out until I got to Arlington. I think the guys at Bluebonnet just cleared the code and sent me on my way, because it started misfiring again, and I got no receipt to confirm what work they actually did/didn't do.

Always ask to see the parts and a receipt for the parts

 

[amk91]

[MENTION=6605]amk91[/MENTION]

Any good mechanic or service station can do the work. Just need to research before you drop off. You would be surprised at the amount of people that believe that they have to have their car serviced at the dealership they bought it for warranty work. I think that any SAE certified service shop can do warranty work as well.

Thanks HISSMAN for the advice, that's some good info to digest. Save for my Raptor, I haven't really been content with any of the vehicles I have driven since 2006. This Mustang will be the second vehicle, that provides consistent driving pleasure and will be worth getting my teeth into.

Where I don't have tools for certain work, that's where such information comes very in handy.

Good read - I'm sorry you had to go through that. As bad as the dealership experience is, nobody should have to deal with that. My family and I have bought many vehicles from the local dealer and each time there were zero hassles and good results. I've been lucky in that regard.

It is easy for me to say, but try to forget about it and just start counting down the days until you get your car. Don't let a few scummy dealerships tarnish your enjoyment of the car you wanted - don't let them win.

I will try to not let them. I think were I am very irritated, is the fact I still haven't gotten a DORA or VOC document, only just a paper receipt for $500. Plus the fact, I bought a $40k vehicle from them earlier on at a neighboring showroom and got swindled somewhat.

If not for insurance saving me the hassle with that, I'd be stuck with a useless vehicle. If not for my cousin, I wouldn't have considered them over just one lone salesman, who has proven to be very cordial, but highly inept at ensuring my experience is satisfactory (no thanks to his superiors, colleagues).

That car is greatness to me, that I won't let anyone tell me otherwise and just wish it would come much sooner than October 16th. At this point in my life, to get similar requires me buying a luxury brand name and I don't want that kind of baggage this earlier on. (Non-enthusiasts view things differently)

That isn't saying much, as the car looks very high-end to some casual observers in GT form, when cars like the MB CLA exist.

Out of curiosity, was that Bluebonnet Ford? I had stopped there on my way up to Arlington because my car had been misfiring. They took me in, despite being very busy, and had me back on the road a couple hours later. The service manager said it was a cracked spark plug, but by the time I got to Temple, it was misfiring again. Turns out I was a victim of the cracked intake manifold, but I didn't find that out until I got to Arlington. I think the guys at Bluebonnet just cleared the code and sent me on my way, because it started misfiring again, and I got no receipt to confirm what work they actually did/didn't do.

Yes, it was Bluebonnet, I couldn't remember the name. They were really pressuring me to buy that '15 GTPP that day, but I wasn't even sure if I really needed a new vehicle that day nor that very month. Little did I know, what would happen in a few hours several miles down IH-35 near Universal City, TX. (bought my dream truck)

They are messed up for that. It is too bad you didn't have proof against them. Never went back there again though. Only twice, that one time and during development of the S550 in 2013, to test drive a S197 GT Premium. I was leaking a lot of info to my young sales guy about the program, who hadn't known much yet. Luckily it was mostly pleasant.

 

[Muff Muff]

Always ask to see the parts and a receipt for the parts

Lesson learned. The only reason I wasn't terribly worried about being duped by Bluebonnet is because it was warranty work, and the root problem did eventually get fixed by another dealership.

Thanks HISSMAN for the advice, that's some good info to digest. Save for my Raptor, I haven't really been content with any of the vehicles I have driven since 2006. This Mustang will be the second vehicle, that provides consistent driving pleasure and will be worth getting my teeth into.

Where I don't have tools for certain work, that's where such information comes very in handy.



I will try to not let them. I think were I am very irritated, is the fact I still haven't gotten a DORA or VOC document, only just a paper receipt for $500. Plus the fact, I bought a $40k vehicle from them earlier on at a neighboring showroom and got swindled somewhat.

If not for insurance saving me the hassle with that, I'd be stuck with a useless vehicle. If not for my cousin, I wouldn't have considered them over just one lone salesman, who has proven to be very cordial, but highly inept at ensuring my experience is satisfactory (no thanks to his superiors, colleagues).

That car is greatness to me, that I won't let anyone tell me otherwise and just wish it would come much sooner than October 16th. At this point in my life, to get similar requires me buying a luxury brand name and I don't want that kind of baggage this earlier on. (Non-enthusiasts view things differently)

That isn't saying much, as the car looks very high-end to some casual observers in GT form, when cars like the MB CLA exist.



Yes, it was Bluebonnet, I couldn't remember the name. They were really pressuring me to buy that '15 GTPP that day, but I wasn't even sure if I really needed a new vehicle that day nor that very month. Little did I know, what would happen in a few hours several miles down IH-35 near Universal City, TX. (bought my dream truck)

They are messed up for that. It is too bad you didn't have proof against them. Never went back there again though. Only twice, that one time and during development of the S550 in 2013, to test drive a S197 GT Premium. I was leaking a lot of info to my young sales guy about the program, who hadn't known much yet. Luckily it was mostly pleasant.

I did leave them a negative review because of it, as well as a negative follow up survey with a regional service manager. We'll see what happens after that.

 

[amk91]

Lesson learned. The only reason I wasn't terribly worried about being duped by Bluebonnet is because it was warranty work, and the root problem did eventually get fixed by another dealership.


I did leave them a negative review because of it, as well as a negative follow up survey with a regional service manager. We'll see what happens after that.

Good that you did that, I would've tried to do worse if they pulled that on me. Ford Corporate can't really do much can they? BTW, when was this? Earlier this year?

 

[crs2879]

In this day and time, competency is an unrealistic expectation when dealing with almost any service business. The mere idea that some people "deserve" a $15/HR min. wage is laughable.

If you operate on the assumption that everyone you deal with is going to disappoint you, you will be that much happier when you finally run into one of the 1% that actually gives a *&%$ about their job.........maybe harsh, but the truth is often unpleasant.

 

[HoosierDaddy]

They can do the work and not have the warranty voided in the process is what I meant. I have problems applying context sometimes. That is what my wife says anyhow.

Good point about the warranty. Lots of people think other people working on the car could void part or all. Won't effect warranty unless the other party screwed something up in which case they would be responsible for fixing it.

 

[Mr. Dad]

Wow, I'm sorry you guys have had to deal with such bad experiences. I'll give a plug for my local dealer here in Rochester--Van Bortel Ford, who treated me really well and handled the transaction for my '17 Mustang GT/PP exactly the way I asked. When I first inquired about what I wanted by email, they tried to call me. I said stop it. This will all be done by email--I don't have time to dicker around on the phone or in your shop. Ok, ok, that's cool they said. My sales guy did what he was supposed to and looked around for the exact car I wanted as it was not on their lot. He found the same car but in the wrong color. Nope, I said, let's order what I want. Ok, no problem. Not even a deposit needed for the order. Even better. It took longer than I expected but that wasn't the dealer's fault. I got the car I wanted at the already-negotiated, good price, and when it arrived, they sent a salesman to pick me up and bring me in. Within an hour I had taken my test drive, written the check, signed a bunch of papers, and away I went.

No complaints, handled perfectly. Oh, and their service dept is good too--I always bring my F150 there and they are great. If anyone wants the name of my sales guy, IM me.

Best of luck to everyone--I'm sorry you all have to endure such B.S. Not every dealer is that way, though, fortunately.

ETA: the price was negotiated up front at time of ordering. I told them I wanted their best out the door price. No last minute bullshit of this or that. Ok, ok, we can do that. And they did. They told me if any incentives came along from time of ordering to delivery that were in my favor, I would get the better one. Perfect. I wrote the check out for the exact amount that we had negotiated 8 weeks earlier. I had also told them I didn't want the stupid front license bracket installed. They complied with that request as well. No issues.

 

[amk91]

In this day and time, competency is an unrealistic expectation when dealing with almost any service business. The mere idea that some people "deserve" a $15/HR min. wage is laughable.

If you operate on the assumption that everyone you deal with is going to disappoint you, you will be that much happier when you finally run into one of the 1% that actually gives a *&%$ about their job.........maybe harsh, but the truth is often unpleasant.

Pretty much how I like to approach these things, as it's simply the car I care I about. Not so much the middlemen, but they are in my way until I buy.

I'll admit when I was younger, I would frequently test drive vehicles with no interest to buy them and then feel guilty I wasted a salesperson's time, just to get a feel for a vehicle or simply for pure fun. I'd mostly get away with it, based on toting family background or being very presentable.

Still a little guilty of that to a lesser degree, but it has become more tricky now that I have eons more established credit & financial independence and can't pull the "my parents will comeback to co-sign/buy" trick once the test drive is over.

If some of my rare vehicle choices/interests were much easier to rent and return on the regular at reasonable prices, I'd never go to a dealership, save for serious ownership considerations like now.




My current salesman is a very cordial, respectful individual and is the only reason I dared to give my ordering dealer a chance, after pissing me off earlier this year. I had met him back then after buying from another brand within their group, while looking at V6s/Ecoboosts for a cousin.

Despite my young cousin not being in the same position as I am to do business, he was very accommodating and explained to him how to sort out any roadblocks in regards to limited/nonexistent credit history.

He did his job and more, that we were both very impressed and expected the opposite. That and repeat visits, solely to work with him, resulted in me daring to give them a chance on two new Mustangs (have dismissed Car 2: Ecoboost).

I justified my actions, by writing off what happened at their other showroom across the street. However, I didn't see the mess coming with my order the past month.

Wow, I'm sorry you guys have had to deal with such bad experiences. I'll give a plug for my local dealer here in Rochester--Van Bortel Ford, who treated me really well and handled the transaction for my '17 Mustang GT/PP exactly the way I asked. When I first inquired about what I wanted by email, they tried to call me. I said stop it. This will all be done by email--I don't have time to dicker around on the phone or in your shop. Ok, ok, that's cool they said. My sales guy did what he was supposed to and looked around for the exact car I wanted as it was not on their lot. He found the same car but in the wrong color. Nope, I said, let's order what I want. Ok, no problem. Not even a deposit needed for the order. Even better. It took longer than I expected but that wasn't the dealer's fault. I got the car I wanted at the already-negotiated, good price, and when it arrived, they sent a salesman to pick me up and bring me in. Within an hour I had taken my test drive, written the check, signed a bunch of papers, and away I went.

No complaints, handled perfectly. Oh, and their service dept is good too--I always bring my F150 there and they are great. If anyone wants the name of my sales guy, IM me.

Best of luck to everyone--I'm sorry you all have to endure such B.S. Not every dealer is that way, though, fortunately.

ETA: the price was negotiated up front at time of ordering. I told them I wanted their best out the door price. No last minute bullshit of this or that. Ok, ok, we can do that. And they did. They told me if any incentives came along from time of ordering to delivery that were in my favor, I would get the better one. Perfect. I wrote the check out for the exact amount that we had negotiated 8 weeks earlier. I had also told them I didn't want the stupid front license bracket installed. They complied with that request as well. No issues.

That is just perfect, I am pleased to hear you had such a great experience Mr. Dad. I know now what to do halfway through my buying process and not deal with anymore BS. Thank you for sharing your experience, as it gives me an idea of how to go about this.

This is my first specially ordered vehicle ever. All of the 8.5 vehicles I've driven/owned, this is my first time ordering in the past 11 years.

I am a rookie at this, so all this feedback helps a lot. Thanks Mr. Dad and everyone else that has chimed in!

 

[Muff Muff]

Good that you did that, I would've tried to do worse if they pulled that on me. Ford Corporate can't really do much can they? BTW, when was this? Earlier this year?

I'm not expecting anything else to come of it. On the other hand, my brother did have a negative experience with a Subaru salesman when he bought his Crosstrek, and left a negative review. A regional sales manager got in touch with him, heard his story, and sent him a Yeti softside full of Subaru swag and a $100 Visa gift card for his troubles, so there's no telling.

Bluebonnet looked at my car on June 29th.

 

[crs2879]

I had a '99 GMC Z71 that I leased (and for the exact WRONG reason...to get the payment down to something I could afford). I think the financial gods punished me for my stupidity because that truck was the biggest POS I have ever owned. ALWAYS something wrong with it. I called GM and tried to get them to take it back. CS person was a real a-hole and simply refused to even discuss a take-back. He did finally agree to extend the B2B Warranty until the lease expired so I paid nothing out of pocket for repairs.

My point is GM, Ford, FCA are GIANT corporations and if they catered to every disgruntled customer, they'd go broke, literally. I can see where a niche manufacturer, like Subaru would be more accommodating because they have such a narrow market share that they can't afford to ignore angry customers in the same way the Big 3 do.

Just my opinion.............

Sponsored