November 4, 2018
The service manager, Steve, was extremely helpful. After some initial confusion regarding the availability of a loaner car (my F-150 had a recall notice), he got it all worked out, and I even received a 10% discount coupon for my oil change. That all said, I ended up speaking to Steve because service up to that point was pretty bad: poor phone etiquette and reluctance to consider a date when I could get a loaner while my recall repairs were made. I know it's not Mercedes or BMW, but these trucks are expensive. If you're going to drop $50K+ on a truck, it would be nice to know you're not going to get hassled over making an appointment when a loaner is available. And because I spent so much money, I want to like the dealership and its service department. I don't want to feel I made a $55,000.00 mistake. No-one does. I felt like Steve was reasonable with me, open to feedback, and possessed a lot of common sense and good customer relations skills. That seems a reasonable, fair exchange for choosing to spend my money there. And I'll add that the staff were fine in person. Over the phone, however, I felt like I was talking to the DMV.