Business ProfileforRivertown Ford

It is completely unprofessional and unacceptable to have someone's vehicle for nearly 2 months without being repaired nor reasonably accommodated with a loaner vehicle during this time. This has led me to be without a vehicle and incur excessive rental vehicle costs. The lack of accountability and ownership from the General Manager, Service Manager and this dealership should be very alarming, concerning and warrant investigation. I strongly encourage anyone that is experiencing similar situations with this dealership to quickly escalate to BBB, Ford Corporate, Dealer Ownership and Georgia Attorney General's office. Below is list of objective facts as of *****23: ****-23 Contact Rivertown Ford Service Department to schedule appt for oil leak (Repeating issue that I had repaired in 2021 at Ford Rivertown Service Department) and check engine notification for EGR system. Appointment is set for **** @4PM. ****-23 Dropped vehicle off at 4pm with Service Advisor. During this time, I informed the Service Advisor that I will be out of town for 9 days and will need vehicle repaired and/or loaner vehicle provided when I return on *** since this is my only form of transportation. ****-23 2 Days later informed vehicle just got on lift and confirmed upper and lower oil pan leaks. Repeat issue that was repaired from same service department in 2021. Also, a couple of parts of the EGR system would need to be replaced. Advised me they are looking into parts and timing for repair and stated that the vehicle will not be operable until repairs are made. *****23 Contacted by Service Advisor that they are waiting on ETA for completion. ***-23 Informed by Service Advisor that parts are back ordered and working on rental because vehicle is not operable. ****23 Contacted by Service Advisor stating that still working on rental. The advisor also called me to ‘follow up’ and see if ***** had contacted me yet. I informed them they had not. ****23 Informed by Service Advisor that there are no loaners or rentals available to me at the end of day Friday knowing that I needed transportation the following day for work. I was very clear on this when I dropped the vehicle off on ****. I asked to talk to the Service Manager to give him an opportunity to rectify the situation. The service Manager was extremely condescending and asked me where in the Warranty Policy does it state I should be ‘entitled’ to a loaner while my truck is being repaired and hung-up phone on me. Emailed and left voice mail for General Manager. I contacted Ford Corporate and filed a formal complaint which as of *****23 is still open. ****23 General Manager called me. I explained the above timelines to him. I informed him that I had purchased the vehicle new from his dealership and that this is a repeat issue from a previous repair. I explained to him that I expected to be treated respectfully with reasonable timelines, communication and accommodations. GM stated there was nothing he could do and advised/supported me contacting Ford Corporate. ***-23 I emailed the GM to see what communication will look like from his Service Department as I had not heard anything from them since **** No response from GM. ***-23 Receive email from Ford Corporate stating that they have been in contact with Service Department and that parts have been delivered and repairs will be made within 2-3 days. ****-23 Receive phone call from Service Advisor that it may be 2 weeks before repairs will be started. I explained I was told day before from corporate that it would be completed in 2-3 days. Advisor stated that nobody had talked to him and he was told it would be 2 weeks. *****23 Updated by advisor that parts are in and vehicle is in que. I questioned this update as I was told the same thing the week before (****-23) and I am now confused. Advisor stated that is all the information they have and will be working with foreman on repair date. At this point I emailed the GM again this time asking for Rivertown Fords Owners information so that I can share my experience with them as this is completely unacceptable business practices. Additionally, I informed the General Manager that I would be filing a formal complaint with the Better Business Bureau due to their inability to provide reasonable and accurate communication, timelines and accommodation for the situation. *****23 I am informed by Ford Corporate that the parts had been delivered on ***-23. *****23 Contacted by Service Advisor that they are ‘aiming’ for a **** completion.