- Report: #1471748
Complaint Review: Bob Tomes Ford - McKinney Texas
Reported By:
Chanda Nicole Smith -
MCKINNEY, Texas, United States
Submitted:
Updated:
-
Author Confirmed
Why?
Bob Tomes Ford
950 S. Central Expy. McKinney, 75071 Texas, United States
Phone:
866-971-8241
Web:
www.bobtomesford.com
Categories:
Business Rating:
(1)
Tell us has your experience with this business or person been good?
Bob Tomes Ford Poor Customer Service & Failed to Complete McKinney Texas
On Thursday, 12/27/18, I called and spoke with Service Advisor John Grimm, to schedule my airbag recall(s) on my Lincoln MKX. I told him then that both of my airbag lights (dashboard & passenger) had just come on that week, and he said they would look at it. He said it was "likely a recall issue, but they'll have to see."
I called and left a message on 1/2/19 for a status update, and never received a call back until 1/8/19, where John left me a voicemail. In his voicemail, he stated he was told the part for my airbag was in, and to call and schedule. I then called and spoke with a Recall specialist (I think his name was Landon?) on 1/16/19, set the date for 1/18/19, and reiterated both airbags lights were on. He said they would look at it.
Today, 1/18/19 at 11:38am (I still have the voicemail) that they got my airbag done and all finished up. That while they were in there, they did a multiple inspection of my vehicle. It looked like my tires are ready to be replaced (with the measurements) with a quote of $943.40 (with no alignment). He told me to let him know if I wanted to do that and told me what time they closed for the day. In this voicemail, there was NO mention that my airbag lights (both of them) were STILL on. When I came to pick up my car after 4pm, I signed for the car, got the paperwork and went to get in. It is then when I saw BOTH airbag lights STILL on.
I asked the porter, who didn't know and took me to John. At first, John said he didn't know my airbag lights were on, to which I corrected, and then he corrected himself that he did see the lights on that morning. I asked if that would not have been part of the recall, to which he said it was not. I asked why I wasn't notified when he called to tell me my car was ready (and had been looked over), and he didn't know. He said they could do a diagnostic test for $99.xx to let me know what was wrong, but that they did put in a new passenger airbag. I asked if that would for sure set the sensors off in the event we were in an accident, to which he said he didn’t know for sure.
I replied you have had my car all day, and didn't bother telling me anything, and I am not paying you for that. I said I was going to talk to my husband outside, and we would probably want to talk to a manager. He immediately turns and hollers out to "Ivan," and reiterates for confirmation, what he had already told me. Ivan agreed. He offered again to diagnose for $99, to which I said I would take it somewhere else. I told him this was a poor job of customer service. He just acted like a "deer in headlights."
Not once was a simple apology made for the oversight, from either of them. I get warranty work is not fun $$ for the techs, however this is ridiculous. Now I must waste another day without my vehicle and get it "diagnosed" by someone who actually wants our business. More importantly, God forbid we get in to an accident, how do I know the sensors will deploy; it’s a safety issue. I have previously bought a car from this dealership, but it doesn't look like I will be again. I will be posting my experience on multiple review sites.
2 Updates & Rebuttals
Chanda Nicole Smith
MCKINNEY,Texas,
United States
Update 1/31/19:They addresses issues.
#2Author of original report
Thu, January 31, 2019
It took some time still, but the Service Director Tony, Manager Danny, and my original Advisor John worked to try and resolve the issues for my car. They did go out of their way to try and seek assistance from Lincoln & Ford to fix the air bag that was not related to the recall. When both Lincoln & Ford declined, I was offered the dealership's 20% off. I hope this experience helped to stress the importance of communication with customers. I appreciate that once an issue was realized, it was addressed.
The Dog
United StatesExactly What I Mean
#3Consumer Comment
Sat, January 19, 2019
Unfortunately you are stuck with have a dealer do the recall work. Beyond that, there is NEVER any reason to go to a car dealer for repair work. In the addition to price gouging, you get garbage customer service and any work done will be performed by parts changers, not real mechanics. Ex-cons, felons and other criminals can always get a job at a car dealer. Good report! I'm sorry you've been victimized by still another example of the Sleazy American Car Business!
