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I went into this Ford Facility for my usual Service on Saturday. I usually get my oil changes done for $59.99. I was surprised when my bill came up to... $75 so i asked one of the Reps by the name of Robert Hernandez why it was higher and he told me it was because prices always go up every year. I found it a bit odd, and when looking at my receipt, it said that they also included tire rotation. I decided to look at my old receipt and noticed that it was i did pay 59.99 regularly and they charged me extra for the tyre rotation. I called back and spoke to a gentleman by the name of Scott, and asked him what the regular charge for an oil change was and he confirmed it was indeed $59.99 and that what i was charged included tyre rotation. I asked him why i got charged that and he said he didn't know. I asked him to connect me to a manager to explain this to me. He asked me to hold, which i did and was surprised to hear the voice of Robert Hernandez. I asked him if he was the manager and he said he was not. I asked for a manager, and he blew me off saying he could answer any questions. At this point, he'd only introduced himself as Robert. I asked him for his 2nd name and he said he didn't have any. I asked him why i was charge higher and he said that they uses a special oil this time and that Scott was confused and didn't know what he was saying. At this point i asked for a manager again, and he rudely said that he doesn't have a manager. I asked him for his last name he said Hernandez, i asked why he never told me that the first time and he laughed saying he thought i was asking for a 2nd name and was looking for an alias or something. I thanked him for the name and called back the receptionist to ask for the service manager. I was given the name Alex Moore and asked to call back on Monday when he was in. I called on Monday and left a message. He called me back at about 10:30. You could tell he'd clearly had conversations with his staff, and continued with the story that i had been given a special oil and that was the reason for the extra charge. I explained to him the runaround his staff had given me and his responses were far from stellar. I'm extremely disappointed with the service i received at this location and needless to say will never be returning here. The staff is very rude and do not know how to handle escalations and need adequate training to provide better services.
George, at our dealership we pride ourselves in straight forward, no nonsense, and transparent dealings with our clients. We would like the opportunit...y to try and regain your trust in our business and resolve this matter for you, if we still can. Please give us a call at (951) 471-4100 at your earliest convenience so we can work with you to make this better. We look forward to speaking with you soon. Take care.
Reference: Lake Elsinore Ford 31500 Auto Center Dr, Lake Elsinore, CA 92530 Service Department Purchase: 2020 Ford Explorer XLT on December 21, 2019 To... whom it may concern, My name is Jerry Kron – I want you to know that I will be speaking with other individuals about this dealership on the lack of communication coming from the service department. My wife had an appointment Tuesday January 14, 2020 at 9:30am to drop her 2020 Explorer off at the service department and have it looked at for 3 issues; This is what she stated when she dropped it off at 9:30am - 1) The reddish oil dripping from the car (most likely the transmission), 2) The rear view mirror is distorted when flipped for antiglare, and 3) The 2nd row seats are hard to slide while getting into the 3rd row seats. Here are the actions / conversations that followed: Tuesday: After 9:30am drop off - Service department stated will look at it and get it fixed. It will be hard to test the mirror issue during the day. 2:00pm – Wife called and left message for an update. No phone call back. 3:00pm – Wife called and left message for an update. No phone call back. 4:15pm – Wife called and was told they didn’t know where the leak was coming from, it’s their top priority. She stated to check the mirror then, since you will be keeping the car overnight and that the service department would call her in the morning on the status. She also stated that there is very poor communication at their dealership. Wednesday: 11:00am – No phone call back. Wife calls me since she is not getting any answers and being upset. 1:30pm – I called Brian and he tells me that they just found the leak and it wasn’t coming from the engine, but the transmission; So he is getting his transmission guy to look at it right now and will call me back in 15 minutes. *Questions - First of all my wife told them to look at the transmission as the oil was reddish, and second, it took them over 24hrs to find the leak that leaked every time we drove it? No proof, but I would guess they didn’t even look at the vehicle until the next day. I would love to see the labor hours put into the vehicle from this department. 2:45pm – No phone call back, so I call Brian and he tells me his transmission guy is at lunch and will call me back in 15 minutes. I told him if I don’t pick up, (as I’m in meetings), please leave a message. 3:30pm – No phone call back. I called and left a message to call me back with the transmission info. 4:30pm – No phone call back. I called and left another message to call me back. 5:30pm – No phone call back. I called and talked to Brian and he stated he texted me a couple times – No text messages received, and then he stated that the leak was coming from a bad transmission cooler and that it would be ready in about 20 minutes and he would call us to pick up. I was firm telling Brian to call me back whether the car is ready or not. 6:30pm – No phone call back. Thursday: 7:45am – I called and left message – Brian, this is Jerry Kron – the lack of communication coming from you is frustrating. Let’s just say that if I ran my business like you do, I would be out of business. Every time we talked yesterday, you stated you would call me back in 15 to 20 minutes, and not once did I receive a call from you. Very frustrated at the way me and my wife have been treated as a non-significant customer. Hopefully we can get this resolved. 2:30pm – Still no phone call back after several attempts to contact them.
Jerry, thank you for your detailed feedback about your service experience with us, and regret to hear of the lack of communication. We would like the ...chance to talk to you further so please do call us again at (951) 471-4100 at your earliest convenience so we can work with you to make this right. We hope to hear from you.
Rory was very helpful without being pushy. He answered all my questions and did not pressure me into making a hasty decision.
I had a very pleasant experience at Lake Elsinore Ford. Noah and his management were very professional and did not play games with me. I expressed my... needs and they addressed them quickly and didn't waste my time. I would refer anyone I know to visit them for their next car purchase.
I went in to get my telescoping and tilt mechanism worked on. Had to wait for Ford Global service to recommend a solution to a unique problem. My only... gripe with Ford is that they never responded to the technicians inquiry. Kinda sad on Fords part!
I purchased my Fusion in Oklahoma, but you'd never know it the way they treat you at this dealership. It's like you're family. All my service has been... done here, along with a recall, and never any problems. Even get a wash with an oil change.
Nicole heard my concerns and took care of it immediately. Explained how it could caused my problem. Very thorough. Gave me options as to how they could... resolve the issue. She handled it with professional care.
They took 30 mins to give me a car back over a recall on my cars passenger airbag. I would not reccomend this dealership unless you have your entire day... to waste.
Thank you for sharing your honest feedback. Please give us a call at (951) 471-4100 and we will do our best to make this better. We hope to hear from ...you soon.
Great service and great experience. Nicol is awsome.
Don't take your car to this Ford dealership. They dented my truck and didn't tell me about it. I trusted my husband's beautiful black FX2 to them for a... complete detail. When I picked up the truck I didn't check it carefully, but then my husband noticed the dent on the rear driver's side close to the tire. The dealership concealed the dent by polishing it so well. The bad thing is that I can't file a complaint because the car has been out of their premises for two days already.
Nelly, we are so disappointed to learn of this situation you have described. We take our customers? comments seriously so we hope that you?ll give us ...a call at (951) 471-4100 so we can understand exactly what went wrong and do our best to try and resolve this matter to the best of our ability.