45 replies to this topic

[RACERX009]

I have my wife truck serviced at my ford dealership all that I ask is do and fill everything. They can't get that right not once but twice. I had to top off all her fluids and she wanted me to check her air filter it was dirty so of course a new one went in. The truck has 27,000mls on it we have extended warranty we had a couple of things to be looked at which nothing is covered.  But, I grab the GM tell him whats going on and the wife isn't happy. I tell him that cost is not a problem as long as it wasn't a crazy numbers. I tell him your guys quote me 480.00 to do a outer rear axle bearing.on my 72 ford with 9in rearend. I called around and got 3 qoutes one from his rival for 280.00. But I ended up fighting with the new service manager over him not making money on added fluids and the biggest thing the air filter. He say's at 27,000 we don't check the air filter I say again preventive maintance is checking everything. I said you could have made money on the filter alone!! So, I get the air filter that was in there and its dirty he tells me that thats how it should look at 27,000 miles.  They don't get it !! I ended up telling him when you guys are desperate for business then you will try and sell. But guess what, I will go some where else to spend my money.
They did rear brakes on the wife truck for 280.00 did I complain about the price. Also the truck needed new tires the wife did research and wanted this on brand that got great ratings. So the dealer got the business a month goes by and no tires. Then 2 more weeks no tires, I could have went to Mavis and had them on the next day. They tried to act like they were doing us the favor for the tires. Thats why I always went imports never ever had these problems.  Whats worse is I am friends with the GM imagine if I wasn't it would be like the good old days of threats like you guys go through. My wife next truck will be an Infiniti where they say yes sir its covered if not we will cover it are selves.

Good old American service you give them money and thank them too !!!!!!!!!!!!!!!

[Ecrissman]

Both of are daily drivers are Infiniti, and yes service is exceptional. Free loaners when you drop off for an oil change. Spotless washed car everytime they return it. Best service and dealer experience I have ever had out of all the vehicles we have owned. The next two daily drivers will be Infiniti as well.

[ilmor]

If I paid the price of an Infiniti for a car, regardless of make & model, I expect the same service...however, you just don't get that w/ the Ford's and Chevys.  Its been that way as long as I can remember, and I cannot for the life of me understand why they continue to do business this way.

Having said that, my Ford dealer has always done a great job for me - the problem is the inconsistency between dealers.

My Nissan dealer is a PITA - the work is OK but they have these service "advisors" who always attempt to sell unnecessary services like tire rotations, trans fluid changes and 4 wheel alignments on cars w/ only 7K miles on them.  Its shameful and I'm sure they take advantage of a lot of unknowledgable people.

[Ecrissman]

Infiniti trys to sell other services all the time as well. Of course it is a business that relys on sales to survive so I dont blame them. You better be informed though $80.00 air filters is a little much to swallow. Do the simple stuff on your own, I always buy my own filters and they put them in for free. I drive 100+ miles a day so a $35.00 dollar oil change and run the miles on their loaner car is worth it to me. They go to my wifes work and pick her car for an oil change and leave her a loaner car.. still $35.00 bucks. The convience is worth it to her.

[tesgt350]

If it is NOT Warranty Work, I either do it myself of take it to a local Shop.  I get better Service and they take better care of my Car.  Our Ford Dealer SUCKS.  The last Car I bought from them was in 1998 and 27 Vehicles ago.

[JeffJ]

I just can't disagree.  It boggles my mind that American product delearships can't treat their customers like the people that put bread on their tables, which we are!  I bought our Jeep Commander from a Mercedes dealership.  We were treated like royalty as if buying their $1.4 million Maybach they had sitting there.  And I bought it under what they gave on trade for it, far under book.  I work on all my own stuff pretty much, but had a Land Rover Discovery (so in the shop all the time), and I was always treated with a brand new loaner even though my Disco was pretty old.  Even if I was just having them run a diagnostic which they did for free!

My brother had an SVT Contour which had the broken shifter tower bolt issue in the transmission.  I told him that I can fix it, but he insisted on bringing it to the dealership.  I loaded it in my trailer, brought it to the dealership and told them exactly what was wrong with it and how to fix it with a new $2.50 bolt.  They came back with an over $5,000 estimate for a new transmission.  I obviously brought it home, bought the $2.50 bolt, had it fixed in an hour, and it was perfect for another two years when he sold it.  They still charged him over $200 for thier time.  This stuff just drives me absolutely crazy.  I believe that Ford is building a very quality, superior product, but why do the dealerships have to treat their customers like this?  Don't they know that probably most people can be converted to the American products if they were just treated honestly, fairly, and with some respect?  Some are getting that figured out in the sales department, but service has a very long way to go in most places.

Edited by JeffJ, 22 February 2012 - 07:01 AM.

[RACERX009]

Ecrissman, on 22 February 2012 - 01:41 AM, said:

Both of are daily drivers are Infiniti, and yes service is exceptional. Free loaners when you drop off for an oil change. Spotless washed car everytime they return it. Best service and dealer experience I have ever had out of all the vehicles we have owned. The next two daily drivers will be Infiniti as well.

+ 1

[RACERX009]

JeffJ, on 22 February 2012 - 07:00 AM, said:

I just can't disagree.  It boggles my mind that American product delearships can't treat their customers like the people that put bread on their tables, which we are!  I bought our Jeep Commander from a Mercedes dealership.  We were treated like royalty as if buying their $1.4 million Maybach they had sitting there.  And I bought it under what they gave on trade for it, far under book.  I work on all my own stuff pretty much, but had a Land Rover Discovery (so in the shop all the time), and I was always treated with a brand new loaner even though my Disco was pretty old.  Even if I was just having them run a diagnostic which they did for free!

My brother had an SVT Contour which had the broken shifter tower bolt issue in the transmission.  I told him that I can fix it, but he insisted on bringing it to the dealership.  I loaded it in my trailer, brought it to the dealership and told them exactly what was wrong with it and how to fix it with a new $2.50 bolt.  They came back with an over $5,000 estimate for a new transmission.  I obviously brought it home, bought the $2.50 bolt, had it fixed in an hour, and it was perfect for another two years when he sold it.  They still charged him over $200 for thier time.  This stuff just drives me absolutely crazy.  I believe that Ford is building a very quality, superior product, but why do the dealerships have to treat their customers like this?  Don't they know that probably most people can be converted to the American products if they were just treated honestly, fairly, and with some respect?  Some are getting that figured out in the sales department, but service has a very long way to go in most places.

I bought 2 new fords it was my first american car in over 13yrs !! and the first time in 13yrs that a dealership pissed me off. I don't need to get pissed off  its not a safe thing for them.  Thats why I have therapy and meds !!

[RACERX009]

Ecrissman, on 22 February 2012 - 03:17 AM, said:

Infiniti trys to sell other services all the time as well. Of course it is a business that relys on sales to survive so I dont blame them. You better be informed though $80.00 air filters is a little much to swallow. Do the simple stuff on your own, I always buy my own filters and they put them in for free. I drive 100+ miles a day so a $35.00 dollar oil change and run the miles on their loaner car is worth it to me. They go to my wifes work and pick her car for an oil change and leave her a loaner car.. still $35.00 bucks. The convience is worth it to her.

I can say that my infiniti dealer or my BMW never tried to sell me a thing !! I dropped of my car one time for a new steering wheel they gave me a brand new loaner. I was going on vacation for 2 weeks they said bring it back whenever and don't fill it up when you bring it back.

[RACERX009]

ilmor, on 22 February 2012 - 02:49 AM, said:

If I paid the price of an Infiniti for a car, regardless of make & model, I expect the same service...however, you just don't get that w/ the Ford's and Chevys.  Its been that way as long as I can remember, and I cannot for the life of me understand why they continue to do business this way.

Having said that, my Ford dealer has always done a great job for me - the problem is the inconsistency between dealers.

My Nissan dealer is a PITA - the work is OK but they have these service "advisors" who always attempt to sell unnecessary services like tire rotations, trans fluid changes and 4 wheel alignments on cars w/ only 7K miles on them.  Its shameful and I'm sure they take advantage of a lot of unknowledgable people.

If you look at the prices my wifes fully loaded expedition cost as much as the infiniti Q truck

[Triple Black]

I have no problem with my Ford dealer. I take my F-150 for regular service intervals only because its not that more expensive than doing it myself. Plus I don't have to worry about getting rid of the waste.Plus the dealer keeps a service record. Changing the air filter? Why should I pay big bucks for a filter when I can change it in 15 minutes or less my self. I'm not afraid to get my hands dirty. I own a 2010 GT500. I bought a set of Borla axlebacks for it & as soon as it warms up a little bit I'll be out in the garage swapping out the factory mufflers. I'll do what ever I can myself because thats what the hobby is all about. Nobody gives a rats behind about an Infiniti

[Ecrissman]

RACERX009, on 22 February 2012 - 07:22 PM, said:

If you look at the prices my wifes fully loaded expedition cost as much as the infiniti Q truck

My wife has the QX56, thats a tough vehicle to beat for the price.

"Nobody gives a rats behind about an Infiniti"

I do , but it sounds like most could use any foreign car company when you reference the differences foreign and American dealerships. I am not a brand car guy, I am a car guy. My experience has been I have been treated extremely well with foreign car dealerships. Their attitude has been we will do whatever it takes to make you happy.

Edited by Ecrissman, 23 February 2012 - 12:43 AM.

[Ecrissman]

RACERX009, on 22 February 2012 - 07:12 PM, said:

I bought 2 new fords it was my first american car in over 13yrs !! and the first time in 13yrs that a dealership pissed me off. I don't need to get pissed off  its not a safe thing for them.  Thats why I have therapy and meds !!

Just shopping for the Shelby's I had dealers treat my wife and I like crap. One dealer Washington ford, the sales manager told the salesman "don't waste your time with them". I thought to myself well business must be really good, that you don't need sales. Not to mention he broke one of the cardinal rules in business don't prejudge your customers. Oh well I wrote ford about it because it ticked me off and their car is still sitting there! whatever.
I am waiting for something to need done to the shelby. This is the first American car I have bought in years. Since its a toy it won't get driven much but if I have problems and they don't get handled I will go off the deep edge. I remember the days when I had my 5.0LX and T-bird, truth is untill this thread I had forgotten how crappy Ford service was

[Bushmaster]

tesgt350, on 22 February 2012 - 04:39 AM, said:

If it is NOT Warranty Work, I either do it myself of take it to a local Shop.  I get better Service and they take better care of my Car.  Our Ford Dealer SUCKS.  The last Car I bought from them was in 1998 and 27 Vehicles ago.

x10

It's got to be something pretty bad wrong with any of my vehicles to take it to a dealer for repair or service.  Takes them forever to do anything and they rarely get it right.  

Fortunately, I've had great luck with my Fords over the last 25 years and they almost never have to go back to the dealer.

Edited by Bushmaster, 23 February 2012 - 01:54 AM.

[Secondo]

No sweat, just go to another Ford dealership. Where I live, I got about 5 to choose from. If they don't treat you with the respect you deserve, let them know you'll take your business elsewhere. Don't buy foreign just because one dealership has a moron for a GM.
Edit: Or at least talk to the owner of the dealership and let him know about the bad service. I'm sure he would want to know about and correct it.

Edited by Secondo, 23 February 2012 - 06:43 AM.

[RACERX009]

Ecrissman, on 23 February 2012 - 12:15 AM, said:

My wife has the QX56, thats a tough vehicle to beat for the price.

"Nobody gives a rats behind about an Infiniti"

I do , but it sounds like most could use any foreign car company when you reference the differences foreign and American dealerships. I am not a brand car guy, I am a car guy. My experience has been I have been treated extremely well with foreign car dealerships. Their attitude has been we will do whatever it takes to make you happy.

+ 1 My old man always bought a ford or GM   my first bad( 7yrs old) experience as a kind was my dad taking me with him to the Pontiac dealer. He just bought a brand new Grand prix it had paint defect they used touch up paint that nlooked like a monkey did it. Also the bench seat locking system broke and we would slide back and forth. My father shows the service manager the problems and tells my you have to pay for both problems. The car was less than 2 weeks old the service manager walked off so my dad took his car and block the entrance to the lot. He locked the doors and we walked away to call a cab the manager running yell you cant do that he said my car is to unsafe to move. You can tow it then I'll have you arrest for stealing my car since there is no work order. The car got fixed we had the car for years and he still went to same dealership. He then bought a ford taurus the tranny broke 3x's and he was tired of fight with so he went to nissan and bought a maxima and from there he was happy as hell with not one problem till the day he died.

[RACERX009]

Triple Black, on 22 February 2012 - 07:51 PM, said:

I have no problem with my Ford dealer. I take my F-150 for regular service intervals only because its not that more expensive than doing it myself. Plus I don't have to worry about getting rid of the waste.Plus the dealer keeps a service record. Changing the air filter? Why should I pay big bucks for a filter when I can change it in 15 minutes or less my self. I'm not afraid to get my hands dirty. I own a 2010 GT500. I bought a set of Borla axlebacks for it & as soon as it warms up a little bit I'll be out in the garage swapping out the factory mufflers. I'll do what ever I can myself because thats what the hobby is all about. Nobody gives a rats behind about an Infiniti

That's your opinion of rats A$$ of infiniti !! but when service needs to be done it's done perfectly and with a smile !! I can and have built muscles and been a tech for years before PD. I spent the money on the wife truck for the safety of my kid and to make my wife happy. When bought I told the GM and service manager that the wife comes in for service it has to be done perfectly to my standards. I don't want to hear my wife complaints and I don't want to touch her truck.  Since 2008 I have washed her truck once and waxed once and she stills breaks my nuts that its not a good shine on it.  So if she's not happy then I have to stop playing with my vehicles and go make her happy. Money is not a problem her being happy is then I'm happy.  Hopefully your Shelby never needs the dealer service and you will be happy too !!

[RACERX009]

Secondo, on 23 February 2012 - 06:41 AM, said:

No sweat, just go to another Ford dealership. Where I live, I got about 5 to choose from. If they don't treat you with the respect you deserve, let them know you'll take your business elsewhere. Don't buy foreign just because one dealership has a moron for a GM.
Edit: Or at least talk to the owner of the dealership and let him know about the bad service. I'm sure he would want to know about and correct it.

Good to see you Secondo !!  The owner / GM is a friend not a close friend and his buddy lives on my block. When I had the wifes hood up he happen to pass by. He knew if the hoods up on my wife truck she was complaining so he took a look and told her to come by on monday. Then this time the same no topping of fluids they do this safety check which is a joke !! When, I worked for any dealerships or gas station and believe it or even the FBI cars were treated as my own. I'd would even lube every door or latch and thats one way of making more money for the shop. I would tell the owner what was needed it was his choice to have it done. Also the car left clean no grease or dirt marks. A happy customer spreads the word of great service and don't mind paying more as long as they know it was done right. I worked at this one gas station and this guy came in with a Mark 5 he did his own tune up but the car ran like crap. So, I fixed it for him my boss bangs him hard. I told my boss you just lost a customer due to greed he gave back half the money and that guys was one of our top customer and he spread the word.

[tesgt350]

RACERX009, on 23 February 2012 - 08:06 AM, said:

Good to see you Secondo !!  The owner / GM is a friend not a close friend and his buddy lives on my block. When I had the wifes hood up he happen to pass by. He knew if the hoods up on my wife truck she was complaining so he took a look and told her to come by on monday. Then this time the same no topping of fluids they do this safety check which is a joke !! When, I worked for any dealerships or gas station and believe it or even the FBI cars were treated as my own. I'd would even lube every door or latch and thats one way of making more money for the shop. I would tell the owner what was needed it was his choice to have it done. Also the car left clean no grease or dirt marks. A happy customer spreads the word of great service and don't mind paying more as long as they know it was done right. I worked at this one gas station and this guy came in with a Mark 5 he did his own tune up but the car ran like crap. So, I fixed it for him my boss bangs him hard. I told my boss you just lost a customer due to greed he gave back half the money and that guys was one of our top customer and he spread the word.

You wont believe how many People tell me that I should charge more, I just tell them that I do what I do for fun, NOT to get Rich.  Plus I feel guilty charging a high price.  Shops around here are charging well over $100.00 an Hour, I couldnt do that.

[eagledriver]

I think it all comes to individual dealerships. The Ford store (LB Smith Ford) we by our vehicles from now treat me like my last name is Ford.  It's almost embarressing how well they treat us. I do all my own work on the vehicles but have to take them in for PA safety inspections,etc...

On the flip side a few years ago I went to another local Ford dealer that was so bad I kept thinking I was on a prank TV show. It was laughable. Just goes to show you different dealerships are worlds apart in customer service.