Country Ford of Lake Geneva

My car was hit while I was at work. I have been working with the insurance company to get my car fixed. I was on a 3 way call with Lake Geneva Fords auto repair manager [redacted]. I made arragements for my husband to drop off the car and then have Enterprise meet him there. When he arrived they said they knew nothing about my car getting fixed! SO of course he left and acted like I messed up. So I call Lake Geneva Ford...first conversation Jim says he didnt know about my appointment and that he talks to so many people. Ok I am the one who made the appointment! Then in the next phone call he says well Enterprise had your name wrong...Ok well funny how when I spoke to Enterprise they had it right????? He was in denial and would not take responsibility for their mistake! Well we can rebook you...Ok but I already made the arrangements. Then in the next call it was well the car insurance did not tell me you were coming?????? REALLY, funny because I was CC in the email!!! Not once did he apologize or try to turn the situation around to make things better. He was full of excuses. He should not even be dealing with customers. TERRIBLE CUSTOMER SERVICE!!!!

Review: I had brought my vehicle to this establishment upon suspicion that the fuel system, which had had known issues and recalls in the make and model of my car, was faulty. I requested that the issue be diagnosed to see of in fact the issue was what was suspected. Being that it was a possible recall/Ford covered problem I did not suspect there to be a charge for the service as any of the other multiple times I had been to the dealership I had not been charged for such a service. I was also not notified in advance that there would be a charge to me for checking the fuel system problem. Upon completion of the diagnosis of my car I was given a bill to pay of $102.78. I was told this was an hours worth of work that I was being charged for. My vehicle was not being serviced or diagnosed for a full hour as I was being charged for. Upon speaking with the service manager he discounted the bill to $79.13 which reflected the actual approximate time my car was in the dealerships garage.Desired Settlement: I feel that I should have been notified of the charges that were presented to me before the services were rendered. I believed that because it was a suspected recall/Factory replacement that there was going to be no charge and was blindsided by such a large bill. I have also never encountered this issue of not being notified of charges prior to being billed at any establishment before. I would like to be refunded the money I was forced to pay. Not only was I originally overcharged for more than the actual time my vehicle was in the garage, but I was not informed beforehand that checking my car for a possible repair would incur such an expensive charge. Had I known this information I would have never had the service done at this location.

Business

Response:

I have attached four items, the first attachment is a letter from my service manager stating what was done to the vehicle while it was in our service department on January 24, 2014. The second attachment is [redacted]’s history at the dealership; she has not been a customer of ours since one visit in May of 2012 (which was also voided in our system stating that no work was completed, attached screen shot) and before that was March of 2010 so the repairs or work that has been done to the vehicle since then we are unaware of the condition it is in. The fourth attachment is the posted sign that is above the service managers desk stating that a diagnostic charge is $97.50.

I am the assistant office manager at Ford of Lake Geneva and I was unaware of any problems that [redacted] was having UNTIL she was brought to the cashier window to pay her bill. I was the cashier on duty that day and she proceeded to yell at [redacted] (Service Manager) and myself stating that the dealership was ripping her off and she has never been charged this fee before and that we should let customers know of the charges, we feel that by posting these charges we are letting all of our customers know that there is a fee for our technicians to do any work on a vehicle. [redacted] trying to please the customer while she is shouting on our show room telling him that the diagnosis is wrong and the part we told her it needed wasn’t the problem because her dad had diagnosed it over the phone (we were told he works at a dealership in New York); he was trying to do the right thing and still discounted Ms. [redacted] bill to accommodate for some of the expense this also was not enough to please [redacted]. When paying for her repairs she threw her credit card at me and proceeded to talk bad to me and about Ford of Lake Geneva she then paid her bill stomped through the show room and exited through one of our glass doors and proceeded to slam the door on her way out.

We do not set out to do wrong by any of our customers especially when it comes to servicing their vehicles, any wrong doing on a vehicle can cause possible harm to a person so our trained technicians always take that extra step to ensure our customers safety. We feel that by discounting the price we made a good will gesture to the customer and it still was not good enough. Our technicians are paid per job they do so it is unfair to expect our employees to work for free. Our fees and rates are posted clearly in the service department and we feel we have done everything that we could to keep a good relationship with all of our customers.

Ford of Lake Geneva