Service Representative Was Great!! Mechanic not so much!
November 6, 2018
Although I rate John Rohde at the top of the rating list, I cannot say the same about the individual who did the actual maintenance work on my vehicle. This comment is NOT directed at John Rohde in any way, as he is an exceptional Service Representative and I would much like to work with him in future. HOWEVER, with that said, I must express my dissatisfaction with the mechanic that serviced my Expedition. After having my vehicle serviced for an oil change and wheel alignment, the vehicle was brought to the front, at which time, it was relayed to me that the battery would need to be replaced in future as there was discharge on the positive connector. As I am a business owner and work very long hours, it makes it difficult for me to come in and I decided to have the battery changed at that time, so it was again returned to the shop. Once the vehicle was completed, I was on my way. Unfortunately, traveling at 75 mph down I-10, with a semi in my rear view, I suddenly noticed the oil cap was on the vent just behind the hood and it had been caught by the wind. Instinctively, I pressed my brake, and that caused the semi truck behind me to hit his brakes, which caused him to start to slide. I steered off the interstate onto the side of the interstate and fishtailed in the wet grass, at which time the oil cap flew off the hood and into a ditch full of water. Fortunately, I was able to keep control of the vehicle, and avoided being hit by the semi. I ended up having to wade through a ditch full of water to get the oil cap!!!! Needless to say, Bryan (service manager) received the FULL brunt of my anger when I called in. This was completely avoidable had the mechanic been more conscientious in his work. The vehicle had been back to the shop TWICE, and it strikes me that the oil cap was never noticed to be missing. My fear is that if the mechanics of your service department are that careless with an oil cap, what else are they being careless about? AGAIN, this has no reflection on John, as he was very professional. Bryan was also very understanding of my "temper tantrum" and was quick to assist and assure once he could get a word in edgewise. I RECOMMEND THAT YOU NOT ONLY HAVE YOUR SERVICE REPRESENTATIVES RATED, BUT THAT YOU ESTABLISH A RATING SURVEY FOR THE ACTUAL MECHANIC THAT WORKS ON THE VEHICLE. IT IS VERY DISTURBING TO KNOW THAT HAD I GAVE A LESS THAN PERFECT RATING ON THIS SURVEY, IT WOULD HAVE REFLECTED ON JOHN AND THE MECHANIC WOULD NOT HAVE HAD ANY REPERCUSSION.