Customer ReviewsforNorth Central Ford

SIMPLE OIL CHANGE CATASTROPHE Made 9:00 appointment on line. I arrived early at 8:30. Spoke with service rep to have the works package done. While in the waiting area, went to the North Central Ford website reading about the ExpressLane they do not have. Read about their fleet of loaner cars they do not have. After inquiring, they said they would drive me home and call when the work was done to either bring the truck to me, pick me up or have their shuttle service pick me up after 3:00. After mentioning to the shuttle driver about the misleading information in the website, he sharply states he is not going to argue with me. While he drives me home down the **** Tollroad, the speedometer says 83 mph with a posted 70 mph speed limit. He exits *******************. The light says in big bold red print NO TURN ON RED. He turns on red. After this white knuckle ride home, I get a phone call from Service Director *******************. He states they will not do the work on my truck based on a version of what the driver told him that is unknown to me. He says my truck will be parked out front and I could make my own arrangements back to the dealership to get it. This was the most unexpected unbelievable experience Ive ever experienced with a **** dealership Ive used over 40 years since ************* and will never return to much less buy a vehicle there. I asked the service director to speak with the owner. He stated they are corporate owned in ***********. I asked for the regional manager. He said I could look him up on line. Complete refusal to take the issue to the next level. Beware of what you say to anyone there. There is zero customer service there. I emailed the general manager regarding the issue. No reply back. This makes sense as the apple does not fall far from the tree. Bad leadership makes for bad service. I wish I would have never looked at the website and just waited the few hours and avoided the whole mess.

Terrible service department. They have a bad habit of telling you a time you can come in and then completely closing long before that time they mentioned with out so much as a notice.

I have purchased 4 vehicles from North Central in the past 6 years. One of my favorite things about North Central in the beginning was the experience in the service department after the sale. Over the last few years my experiences have been negative every time. i Used to be able to show up at 7am and get my car diagnosed and the depending on the issue fixed while I waited or need to arrange a ride and come back in a day or two. The experience has now degraded to Service Reps who are monotone and lack any sympathy. The give the feeling that their job is horrible and they don't want to be there. The gentleman this morning never looked me in the eyes and only stared at his iPad the entire time he asked his questions. Then he told me I would need to leave my vehicle for 4 or 5 just to get diagnosed! His only solution he offered was to go to Enterprise and rent a car for $100 a day! like most customers I spent 10's of thousands of dollars at that dealership to buy my vehicle and I need a vehicle to get around daily. I would suggest 2 solutions to my experience. 1. Train your employees to care about their customers. Would that gentleman have been so calice and non helpful to work towards a solution if I were his Mother, Father, Son or Daughter? Then treat them and pay them like you value them so they will be proud and thankful of where they work. 2. Management needs to think "out of the box" to find solutions to provide better customer service for their customers in these unique times of supply chain shortages that I was told is causing them to need 4 to 5 days just to diagnose my vehicle. Maybe you should "own" the solution and not expect your paying customers to do so and spend hundreds and potentially thousands of dollars renting a car while you are "backed up". Try going next door and making an agreement with your local Enterprise to get your customers a better rate in these scenarios or what about adapting to the new world and scheduling appointments for people like higher end dealerships do? I would be understanding of current conditions and ok with scheduling an appointment to diagnose my vehicle 5 days from now, but to be asked to leave my vehicle sit in your parking lot for no reason and waste $500 of my hard earned money to compensate for your lack of business management is not acceptable to me.