Dealership, question everything

[StangTime]

I see you’re in Toronto. So, at what stellar dealer did they try to pull this crap? Honestly, I’d be ticked with that sort of “service”!

Good luck!

This was Heritage Ford. Basically every dealer in Toronto is hot garbage from my experience. They are the most competent from everyone I have been to. The only other good one has been Fraser but that's a bit far east for me to go to. I may have to resort to taking it there in the future though.

Things like this really piss me off. Outright lies and incompetence. I'm surprised it was at this dealer because I bought my Mustang there in May of this year. They were great to deal with but I never had the displeasure of dealing with their service department though. Clearly the sales people have more brains than the service adviser. Maybe you should take it up with the dealership owner about your unpleasant experience. He seemed to be a very nice gentleman.

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[kent0464]

If you don’t get the answer your looking for, go higher, or find your salesman, or better yet the guy/gal that did your finance paperwork they will get things moving, lol! They want a happy customer and don’t care about the excuses. Been there done that.

 

[FDHog]

Every time I pass by a McDonalds my GPS asks if I'm hungry. Amazing technology isn't it?
Find another friggin dealer. These guys will continue to blow smoke up your ass.

 

[nastang87xx]

I try to stay away from dealership talk because a lot of times people go in expecting a bad experience and make it a bad experience on their own. But this is truly absurd.

 

[ChaoticFury09]

Things like this really piss me off. Outright lies and incompetence. I'm surprised it was at this dealer because I bought my Mustang there in May of this year. They were great to deal with but I never had the displeasure of dealing with their service department though. Clearly the sales people have more brains than the service adviser. Maybe you should take it up with the dealership owner about your unpleasant experience. He seemed to be a very nice gentleman.

Update for you and everyone. Got a call from the customer relations manager today. I gave him all the details and he’s looking into it for me. I’ve always really like Heritage like I’ve mentioned above. I know they will sort out the issue so have faith. Stay away from Yonge and Steele’s though. Absolutely the worst dealership in Ontario. I’ll keep the post updated as things move forward.

Thanks everyone for your advice and support.

 

[2015Etrac]

I took my car in for a clicking throttle body and hood corrosion. They tell me the throttle body click is a "Coyote tick" and there's nothing they can do, even though it's obviously a loud click from the throttle body. As for the hood corrosion, they tell me they just repair the spot on the hood, even after I showed them the TSB about replacing the hood, they looked at my like I was dumb. It's already showing on other sections of the hood so I'm tempted to just keep bringing it in every few weeks and making them repair the spots on the hood as they continue to appear since they don't seem to want to replace my hood with the new improved one. I took it in for a new puddle lamp last month since mine is messed up, it's an easy replacement but for $70 I figured I'd let the warranty cover it. Anyway, they tell me they have to send a picture to Ford and wait for approval....for a puddle lamp. I've only ever taken my Mustang in for 3 problems and I still have those same 3 issues.

 

[TicTocTach]

Dealerships are like crazy ex girlfriends, they are the worst.

TC

That's effin' funny right there...

Crazy exes are only a problem when you go back. Better to do the work yourself...

 

[2018Creamsicle]

Ford doesn’t give a flying f**k. Been through things like this over and over, and it never does any good to call customer service. I had a sync 3 update fail that corrupted everything in my 16 SHO. The Bluetooth didn’t even work. I brought it in and they said there was nothing they could do, and the 3.0 update did not work and they were waiting for Ford to fix it. Funny because I updated two other Fords we owned with the same file and they worked fine. The service guy talked to me like I was stupid.

Spent 20 minutes searching the net and found some files to roll back to an older version. Did that and updated again and everything was fixed. They didn’t even try to fix it at the dealer. They just told me I was SOL. I bitched to Ford customer service and was supposed to get a callback from the service manager. He never bothered calling nor did Ford customer service. One time the service manager at the same dealer asked me why he’d want to help me since I didn’t buy my truck there when trying to get a difficult problem fixed in my F250!

I could tell you 10 other very similar stories of incompetence, carelessness, or downright hostility in Ford service departments at multiple dealers. Ford needs to seriously work on their oversight and bring back the forum customer service reps. At least they tried to help.

 

[Count Drunkula]

That does sound pretty rubbish, but if it's any consolation we have some fantastically hopeless dealerships here in the UK too. When I bought my car, it didn't come with a service book. I asked where it was and the salesmen told me with a straight face that, "Mustangs don't have one. Being a US car the log book is non-EU complaint. You just have to keep the service receipts." But if you stop and think for a second - given that the car is officially brought into the UK and the EU by Ford, how can any of it be non-compliant? Clearly what he actually meant was, "We've lost it and can't be bothered to get you a replacement".
I ended getting my service book from another dealer and have never been back to the place I bought it from....

 

[shogun32]

very similar stories of incompetence, carelessness, or downright hostility in Ford service departments at multiple dealers.

I wouldn't be surprised if the staff is just plain ignorant, and an equal helping of "don't care". You'd think the service staff would be WELL versed in getting ROMs from the Ford FTP site and installing from flash/USB stick but I doubt that's covered in any meaningful manner. With very heavy turnover it's far more expedient to brush the customer off than tackle the problem. They are probably also prohibited by the dealership management from spending an iota on useful and productive troubleshooting activity. Just like in other pursuits, those who have an inner drive will educate themselves on their own time and flout the dictate to punt on problems that can't be solved in 3 minutes. But that level of "give a damn" is unlikely to be rewarded monetarily so such people move on to do something else.

You see the same dynamic from the Parts counter - they guys who enjoy their job will be helpful and actually use the fische system intelligently Those just putting time will throw up their hands at the first trivial difficulty.

 

[HoosierDaddy]

FORD has no say on what goes on at a dealership and they could care less.

Someone tell me I'm wrong.

You're 3/4 wrong.

Ford definitely cares because dealers who drive customers away don't order as many Fords.

But they are limited to what they can/will do about it.

There are two possibilities why some brands have much better dealer customer care than others. One is that manufacturers can influence all those independent dealer organizations OR some brands are made for customers who will complain but keep coming back.

 

[Coyote Red]

My Dealership is owned by Ben Keating of IMSA fame but, the service dept. doesn't want me checking into my pony in the service bay. So I do my on oil & rotations. Last visit I was treated very nice by the service Mgr and staff after they found out I was buying a used truck that day. Labor for replacing battery, $50.00 dang. I had a warning that my full electronics was on? So I didn't replace the battery myself. I should have though. My new Shop Truck 3.5 ecoboost w/3.31:1 gear twin turbo 2013 F150. $14,000 86,000 miles and clean like new.

 

[3star2nr]

Lol beautiful... My favorite is the "urgent throttle body service for 150.00"
A,d the 150.00 diagnostic fee for warranty related work.

 

[2018Creamsicle]

Lol beautiful... My favorite is the "urgent throttle body service for 150.00"
A,d the 150.00 diagnostic fee for warranty related work.

Every time my wife or I bring any of our 3 Fords in for service, we get the standard threat that if they don’t find a problem, we’ll be charged the diagnostic fee. Really? They’ve never heard of intermittent problems? I get so sick of fighting with the service department every time I have a problem.

For example, had an A/C issue in the wife’s Flex a few months ago. We also mentioned the radiator fan had been squeaking and at times quite loudly. The tech gave the standard “unable to duplicate” even though anyone standing 10 feet from the car could hear it every time you shut the car off. We demonstrated it to the service writer and she called the tech back. He actually tried not to hear it, with this nasty smirk on his face, and we wouldn’t have gotten it fixed if the service writer hadn’t pulled him to the hood and made him listen. The other service writer is an absolute jerk and would have agreed with the tech. He’s the one that talks to customers like they’re stupid. I might not be a professional mechanic but I know a lot more about cars than this asshat. This is the same guy that just told me I was SOL on my SHO with the bad sync update. He also refused to look at my brand new 2019 super duty that had a bad tire balance problem. He told my wife that Ford wouldn’t pay for them to look at new vehicles till they had 1000 miles on them and that trucks get flat spots from sitting on the lot. Mind you, this was June and my truck was manufactured the end of May. I had to take my brand new truck to a tire place and pay out of pocket for a balance. 3 out of 4 tires were grossly out of balance on a week old truck.

Every time we go to the service department now we tell the other guy to go away and only talk to the lady that actually gives a crap. Problem is, Ford service employees like her are the exception rather than the rule. Most act like the asshat.

 

[green97probe]

This kind of crap posses me off. You should contact Ford and file a complaint. I would think they would be interested to know how poorly some of the dealers treat their vustomers. Plis, what a slap in the face of the engineers who designed our Incredible cars.

Ford won't care. They didn't care when one of their dealers took the 2010 GT thst I had for an hour long "test drive" and brought it back smelling of burnt clutch after they beat the hell out of it.

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