Sheehy Ford of Gaithersburg

Review: There is a recall on my vehicle (2013 Ford [redacted]). We were told to schedule an appointment for the week of November 17th and we would receive a loaner vehicle for the 2-3 days of service. When we contacted the dealership to do so, they insisted that we did not need to make an appointment because there was no recall on the vehicle. Once that issue was solved they then turned and said that they could not make an appointment and the employee continued to give me closed appointment options, and followed to say that we could not receive a loaner vehicle because we didn't need one and they could fix a transmission in a few hours, even though the manager had told us we would receive one due to the fact that they needed several days to fix a transmission. The employee then refused to give information of his chain of managers and he refused to put us in contact with the manager of the service department.Desired Settlement: The car is under warranty and the recall should be fixed free of charge. The vehicles issue lies in the transmission and the fact that they are willing to gamble and try to fix the issue in hours just to avoid getting a loaner car is horrible. Customer Service was horrible at this establishment

Business

Response:

Customer had brought the vehicle In on 11/03/14 for diagnosis. Vehicle was diagnosed the same day as needing transmission repair, specifically clutches replaced- Parts were special ordered and customer came in on 11/30/14 and had them installed- They were provided a loaner vehicle for clutch installation.I spoke with the daughter this morning and she was mostly upset that the vehicle was not fixed when It was first brought in. And that parts had to be special ordered. I explained that we the dealership, could not control parts availability. It was explained that the vehicle was safe to drive while parts were on order.Revdex.com claim was submitted by the daughter. Not the customer of whom brought the vehicle in and talked and dealt with our service advisor. The information she got was all second hand from the mother. Daughter claims there was some miscommunication between the advisor and the mother. She is okay with dosing the Revdex.com case and nothing else needs to be done by our dealership per our conversation