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Horrible service department
It was poor service when it was Dick's and still bad with Tonkin. I've had ongoing issues with the service department and Benito, I even had the service manager Lance Nolte promise me a discount service because of some issues only to not return any messages when I tried to schedule. My neighbor has had similar problems with the service staff. Would not recommend them, try Doherty Ford, excellent people and service!
We're sorry to hear about your experience and would love to get to the bottom of it with you and see if there is something we can come up with to turn it around for you. If you don't mind me asking, what is your first and last name so that we can check our system and review your records? If you'd prefer to speak on the phone or via another forum, please feel free to contact us directly or let us know the best way to contact you and we will reach out. Tim Aytes Service Manager firstname.lastname@example.org
Our family has always tried to buy local. I would think that customer service would be a top priority. We have not had good experiences dealing with Benito in your service department. The most recent being was calling about tire sensors on my 2017 Ford f250 that doesn't even have 10 thousand miles on it. As soon as warranty coverage comes up, he immediately goes into a "we're not responsible mode. He wouldn't even look up the extended warranty information nor could he tell me what you could do for me as the ford dealership that sold me the truck. His claim was you're now Tonkin and therefore not responsible to make things right. Sensors are supposed to last 10 years or up to 100 thousand miles. My truck has 9700 miles on it and has never been off road. A reputable business would want to have customer satisfaction, not the hassle power trip that Benito seems to be on. My son had the same issues when he bought a Ford and dealt with Benito. I think he needs a refresher on how you treat your customers. I'm assuming you want repeat customers who will return. Especially those who live in the community. Positive experiences are your best advertising. People do discuss their experiences with others. Your help in resolving this matter as soon as possible would be greatly appreciated.
Thank you for your review. We're sorry your visit didn't go as planned, and we'd like to address these issues with our team. If it's possible to discuss your visit in more detail, please send us a message with your contact information so that we can reach out. We strive to make sure that all of our customers leave happy, and it's disappointing to learn that we missed the mark here. Tim Aytes Service Manager email@example.com
Not the best service department
We have been long time customers and have purchased 3 brand new cars from them in the past 10 years. We have had some not so great things happen with our vehicles when being serviced. Our brand new Escape got broken into while in for a recall repair because the doors did not get locked before staff went home for the night, took the new Escape in for a simple sensor repair and the tech blew the whole system, $800 tune up on the car our teenager drives and a part was not put on properly causing the car to die just as it was pulled out into the busy traffic on TV Hwy after leaving the dealership-thank goodness my husband was the one driving it and not our son and fortunately a cop was right there to help stop traffic otherwise my husband could have been seriously injured or even killed by oncoming traffic. Few months ago got an oil change on the new Escape and was charged $69 for oil change plus additional $32 for labor. When I questioned the labor charge I was told by Anton “because it’s a hybrid”, no it’s not because it’s a hybrid. I had never paid additional for labor and in the end I walked out at paying only $16. Ok, great! Today we took our Mustang in for an oil change. Given previous experience I called to verify cost and was told by Mike it is $73 up to 5 quarts. I specifically asked if labor was included in that $73. He said “yes, everything is included including labor”. My husband got to the dealer and was told by Benito $73 was going to be the cost. Mike checked husband out and he was charged over $100 because they charged an additional $32 for labor. I tried calling 3x to discuss and had to leave a message. Not sure why we keep going back other than Benito does try to make things right. Hopefully someone calls me Monday to discuss making this right because you can’t tell a customer that something is included in the price then charge additional for it. That is not ok nor is it good customer service.
Providing a positive experience is our top priority, so we're disappointed to hear this. Thank you for bringing it to our attention, and if you'd be willing to give us some more detail, please send us a message with your contact information so that we can reach out. We would love the opportunity to touch base with you and address your concerns. Tim Aytes Service Manager firstname.lastname@example.org
I made an appointment on line to get my truck serviced.
I made an appointment on line to get my truck serviced. My appointment was for 10:30am. I got there and waited for an hour before they even started at 11:30. So an hour of waiting for nothing. I asked to get my brakes checked and to please clean up the oil afterwards, because the last 3 times they left my brand new truck a mess and covered in oil. They said "Oh, yeah we treat every ones car like it's our own" After 2 hours of waiting I get my truck back and there is oil all over the place. The oil life had not been reset and they left the seat cover and floor cover in my truck for me to clean up. I watched them drive my truck into the bay and the service rep went out the used a plastic "Tool" to check my brakes, but didn't even take the wheels off. How can you check the most important part of any automobile if you can't even see them? I'm tired of paying for xxxxty service and having to double check everything because I cant trust a FORD dealership to be able to work on a FORD correctly. I'm fully capable of working on my truck myself with no issues, but I pay to have my truck serviced by the manufacture(FORD) to keep it in perfect shape and make sure everything is as it was when I bought it. They said the price had gone up to $69.95 for an oil change, but charged me $75.70 for it? Again, Poor Service, No communication. It's very unacceptable the level of service from a FORD dealership. They have lost my business on my 4 FORD vehicles for ever. I wont be back for any service or sales. I canceled my appointment with your sales guy(Jacob Lacatus) to buy a new Mustang because of it.
Providing a positive experience is our top priority, and we're sorry that we failed here. We'd love the opportunity to discuss your visit in greater detail and clear up any issues we can. If it's possible to talk about your experience one-on-one, please reach out to us directly to let us know the best way to contact you and we will reach out. Tim Aytes Service Manager email@example.com
Hello, I don't know what else there is to discuss, But I have been going to your dealership for many years and you have my contact info(Email, Address, and Phone). Thank you
UPDATE...!!! It's been 2 weeks and nothing. This dealership does not care about its customers. I will not be returning to give them any more of my money. I also contacted FORD and let them know how is was treated.
Autumn helped me through the process with ease and got me
Autumn helped me through the process with ease and got me out the door fast! Good thing, because I was buying a van for the two newborns coming home and I needed something to be easy this week!
Here at Tonkin Hillsboro Ford, customer satisfaction is our #1 priority. We always do our best to make sure our customers leave with the car they desire! We are glad to hear you enjoyed your experience, and it was a pleasure having you at the dealership. We appreciate your review! Lance Nolte General Manager firstname.lastname@example.org
Autumn went the extra mile to check to see whether a car
Autumn went the extra mile to check to see whether a car I wanted was available. She answered all of my questions quickly and directly. She set reasonable expectations and I feel that she went out of her way to assist me.
IT WAS FAST AND FRIENDLY WITH A DEAL GETTING DONE IN A
IT WAS FAST AND FRIENDLY WITH A DEAL GETTING DONE IN A TIMELY MANNER. I WAS HAPPY WITH SALES
We have all likely had a poor experience buying a car.
We have all likely had a poor experience buying a car. It is without hesitation that I write to share the incredible professionalism and care with which Autumn Sanchez handle my purchase of a 2017 Nissan. I was treated with the utmost respect and integrity, I never felt that I was being sold on something, rather, Autum, made it clear that she was there to help me, not sale me. So, that's why I purchased the car from Tonkin. I appreciate honesty, I appreciate being looked at like someone who needs help, not some phony scheme devised to comply me to purchase something that I really didn't want or need. Thank you Autum, thank you Tonkin for putting people like Autumn in a position to be successful, she really demonstrated her appreciation to you at Tonkin, by her professionalism and knowledge of her position. I would also like to say that Eric, sales manager I believe, was more that just that. We talked and discusses issue that were near and dear to the human experience; people cannot really care to do right in their jobs, if they are unwilling to do right in their lives - my opinion, but Eric was most professional and encouraging to me. Thanks Eric and Tonkin for putting Eric in a position to help people like me make life decisions, of which a car purchase is one of those in the material. Thanks again Tonkin, Autumn, and Eric!
Good experience with the salesperson, Jacob Lacatus,
Good experience with the salesperson, Jacob Lacatus, manager Ken and finance representative Eric. I appreciate that Jacob reached out after receiving my origional inquiry via email. The sales experience was good without too much back and forth negotiations. My opinion is Jacob will be very successful. Hang on to him. Thank you, George and Debbie Benz
Mike was great from the beginning and went above and
Mike was great from the beginning and went above and beyond by sending me a video of the Truck without me even asking. He met all of our wants (demands) and never once put any pressure on us. Everyone at Tonkin was great that day. Shout out to the folks in the detail shop as well as Marc in finance.