Dealership Complaints
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Freshman User
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Dealership Complaints
I live in Boise and we have three dealerships (all close by) which are all owned by large corporate dealerships. (Two used to be local ownership and were great). Has anyone complained to Ford about specific issues regarding a dealership? Does it do any good to do so? The service departments are so bad I’m thinking about switching brands. At a minimum I’m going to an independent mechanic for all my services from now on. I pray that I don’t need warranty work. Hard to believe what passes for “service” at a dealership in 2020.
Lead Driver
Joined: Jan 2008
Posts: 9,878
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From: Louisiana
I live in Boise and we have three dealerships (all close by) which are all owned by large corporate dealerships. (Two used to be local ownership and were great). Has anyone complained to Ford about specific issues regarding a dealership? Does it do any good to do so? The service departments are so bad I’m thinking about switching brands. At a minimum I’m going to an independent mechanic for all my services from now on. I pray that I don’t need warranty work. Hard to believe what passes for “service” at a dealership in 2020.
Fleet Owner
Joined: Jan 2004
Posts: 26,007
Likes: 575
From: Brentwood,CA
Around here they mostly got purchased by AutoNation or Lithia. The service is absolutely terrible! But I can't say its much worse than the couple smaller dealerships. The way around it I have found is only going to dealerships that also have a fleet service department and the results have been good. For routine service its still a gamble because the lowest paid employee is always on the lube rack and often inexperienced.
Super Moderator
Joined: Jan 2008
Posts: 40,024
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From: Maine, Virginia
I just filled out a survey this spring for issues during a state inspection. No problems with the inspection but I was looking at cars, the sales staff wasn't at work yet so I stopped to ask the sales manager some questions. This azzhat couldn't / wouldn't give me the time of day.
I called him, the dealer and Ford out on the survey. I've heard nothing from anyone.
I'll wager that the local Toyota shop wouldn't treat me like this.
I called him, the dealer and Ford out on the survey. I've heard nothing from anyone.
I'll wager that the local Toyota shop wouldn't treat me like this.
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Freshman User
Joined: Jan 2017
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I have a great truck, but the dealership service departments are just horrible. I have chrome bubbling and pealing off my wheels and steps. Truck is super clean and low mileage but the way service acts makes feel ashamed for my loyalty to Ford.
Moderator
Joined: May 2005
Posts: 8,227
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From: San Antonio, TX
A lot of this is related to how poorly the dealer is compensated by Ford for warranty repairs. I hear these complaints more and more. My dad worked for a Ford dealer for years and he used to say that as long as sales aren’t affected, Ford will not do anything about any given problem.
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Senior User
Joined: Jun 2004
Posts: 155
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From: Tennessee USA
I've had my truck serviced three times and I've never gotten a survey from Ford. The only complaint I would be able to come up with would be that they tried to upsell me on some kind of additive.
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Fleet Mechanic
Joined: Feb 2017
Posts: 1,597
Likes: 83
From: N. Texas
I used to use a Quick Lane that is attached to a Ford dealer. They used to do surveys and I had received free service due to the survey I filled out. I quit going there for two reason's. 1 they would forget to do something almost always. Always small things like not refilling the windshield washers. Hence the free service. Last time they didn't rotate the tires so I said I was done. Since then I have been asked to fill out a survey and my reply was " I don't do surveys"
Posting Guru
Joined: Jan 2006
Posts: 1,490
Likes: 16
From: Arizona/Texas
I used to use a Quick Lane that is attached to a Ford dealer. They used to do surveys and I had received free service due to the survey I filled out. I quit going there for two reason's. 1 they would forget to do something almost always. Always small things like not refilling the windshield washers. Hence the free service. Last time they didn't rotate the tires so I said I was done. Since then I have been asked to fill out a survey and my reply was " I don't do surveys"
5th Wheeling
Joined: Dec 2017
Posts: 25
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Current business plan for many companies and corporations - Make the most profit by doing as little as possible, as fast and cheaply as possible, since likely the customer won't know the difference, or if they do, what can they do about it anyway?
Tuned
Joined: Dec 2003
Posts: 297
Likes: 6
The independent shops are better because they try harder. They want repeat customers. I do try to use the dealer for first 3/36,000 warranty to hopefully avoid any warranty disputes. Fortunate to have a good small dealer close enough and with repairs on the other trucks, I call them for an estimate. Do I trust them as much as my good independent shop - not really.
More Turbo
Joined: May 2015
Posts: 670
Likes: 13
From: Nampa, ID
Around here they mostly got purchased by AutoNation or Lithia. The service is absolutely terrible! But I can't say its much worse than the couple smaller dealerships. The way around it I have found is only going to dealerships that also have a fleet service department and the results have been good. For routine service its still a gamble because the lowest paid employee is always on the lube rack and often inexperienced.
As always, YMMV. when I sold cars at a corporate dealer(sonic auto, Volvo), 95%+ of customers were happy with the service department. The other <5% were always the most vocal ones. Sometimes it is due to customer service discrepancies and other times, it really was just bad luck of the draw. Sometimes, the customer wasthe problem. I'm not claiming this is the case with the OP; just sharing my observations.
OP, care to share with us what made your experiences at these dealers so bad? I live in the same area and would value your feedback.
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