jeng
Active Member
- First Name
- Josh
- Joined
- Jan 15, 2021
- Threads
- 2
- Messages
- 26
- Reaction score
- 52
- Location
- Alexandria, VA
- Vehicles
- Mach-E Premium AWD
- Thread starter
- #1
I took my Mach-E into Ourisman Ford of Alexandra fix an issue with the speakers no longer functioning on Monday (10/04) morning. I dropped of the car, and the service agent give me his direct phone number to call for status updates. He also warned me that it might not be until the next day until a tech would begin diagnosing the issue. In the back of my mind I was sightly concerned, since why did they agree to the appointment if there was a good chance that I won't be worked on until Tuesday. It is also worth noting that in the past service appointments with this dealership it was quite hard to get a hold of service reps over the phone. I have complained about the issue in the customer satisfaction surveys that were sent to me. So getting a direct phone number to the service agent seemed like a step in the positive direction.
The next day, Tuesday, at around 1:30 p.m. I called that direct phone number to get a status update for my Mach-E. I got to the guys voice mail, and I left a message to call me back with an update. At around 3:00 p.m. I didn't receive any calls from the Ourisman Service rep. I called again and got to the guys voice mail again. I preceded to call him five more times through out the remainder of the day, and they all went to voice mail. During one of the last two calls I left my second voice mail message to please call me back with a status update. Oh I also called the Service Department number in between those five calls, I just got someone else's voice mail box.
On the second day, today, I didn't receive any call back. So around 11:00 a.m. I called the service rep again, and you guessed it, I got sent to his voice mail. I called nine more times through out today. Alternating between calling the Service department and the service rep. I got sent to voice mail ALL NINE TIMES. Three of those calls where to the Service Department Manager. I finally went down to the dealership physically to finally get the status of my Mach-E. Guess what. There was no status on my Mach-E. They couldn't find any record of anything done during its two or three day stay there. That was it. I asked for my Mach-E back, and booked an appointment with another dealership. What an astronomically waist of time that was. I have already called Ford, and filed a formal complaint against the dealership. I cannot believe how terribly the Ourisman Ford's Service Department screwed up. They obviously don't care any more, or have too much people to service. Well if that is true, then I will help them out by no longer going there for service and for sales. I think you should do the same.
The next day, Tuesday, at around 1:30 p.m. I called that direct phone number to get a status update for my Mach-E. I got to the guys voice mail, and I left a message to call me back with an update. At around 3:00 p.m. I didn't receive any calls from the Ourisman Service rep. I called again and got to the guys voice mail again. I preceded to call him five more times through out the remainder of the day, and they all went to voice mail. During one of the last two calls I left my second voice mail message to please call me back with a status update. Oh I also called the Service Department number in between those five calls, I just got someone else's voice mail box.
On the second day, today, I didn't receive any call back. So around 11:00 a.m. I called the service rep again, and you guessed it, I got sent to his voice mail. I called nine more times through out today. Alternating between calling the Service department and the service rep. I got sent to voice mail ALL NINE TIMES. Three of those calls where to the Service Department Manager. I finally went down to the dealership physically to finally get the status of my Mach-E. Guess what. There was no status on my Mach-E. They couldn't find any record of anything done during its two or three day stay there. That was it. I asked for my Mach-E back, and booked an appointment with another dealership. What an astronomically waist of time that was. I have already called Ford, and filed a formal complaint against the dealership. I cannot believe how terribly the Ourisman Ford's Service Department screwed up. They obviously don't care any more, or have too much people to service. Well if that is true, then I will help them out by no longer going there for service and for sales. I think you should do the same.
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