Business ProfileforOurisman's Tri-State Ford

*service department specific complaint* I brought my vehicle in for 100k mile maintenance as well as a few other problems on my car I wanted fixed. The Quote I got was astronomical! I still have the photo of the quote that would have been half the price at any other reputable auto shop that would preform the same quality work. one of the quotes was $90 to "blow out sunroof drain & door drain". $90 to blow air at a drain hole? also, my car doesn't have a sun roof. I only authorized them to perform work on replacing my rear window which had a bad defrost grid and a SYNC system software update. The rear widow replacement was contracted out to a 3rd party company which did a poor job of reconnecting interior pillar trim or at least notifying ford mechanics that the interior pillar trim pieces clips were broken and required replacement. I discovered this after I was notified the vehicle was ready! it obviously was not! later I got a call from the service dept. saying the replacement pieces have been installed and the vehicle was ready. after a 2nd trip I saw there was little improvement. later I got a call (and have documentation) saying the replacement piece arrived damaged but was installed anyway. I don't have the time or arrangements to make multiple trips to the dealership for it to become a hobby! I decided to pick up the vehicle on the 3rd trip vs. endure more disappointments and spotty maintenance. I was only offered sympathy and lack of accountability, no compensation on the services performed. I got a call the following week saying the part was in to replace the broken one and to schedule a time to bring the car in (id assume at an additional cost). I was also charged $20 to have my tires rotated (I did not authorize that). my vehicle has 1 new tire from a flat 1 month ago and 3 old tires. I recently got a puncture in my new tire that was in the same position before I brought it in for work. so I was charged for work that was not performed nor did I authorize

Mr. ******** I completely understand your frustration and concerns. It looks like we may have dropped the ball in a few areas. This is not something we take lightly. We strive to make sure all our customers have a great experience. I reviewed your comments with my service team and we will work hard to ensure this experience does not occur again.

My name is Derek **** and I am the General Manager here at Ourisman Tri-State Ford. I would like to talk to you about your experience and see what I can do to help fix your concerns. You can reach me directly at ###-###-#### or D****@OurismanCars.com. I look forward to hearing from you and identifying a solution to your satisfaction.