Southwest Liberty Ford Complaint - Southwest Liberty Ford In Parma Hts Ohio

Review by jtdreamcast on 2008-12-28
PARMA HTS, OHIO -- In my opinion, Southwest liberty Ford in Parma Hts Ohio must be trying to put themselves out of business using poor customer service as there main tool. In my opinion there company policy is poor at best, but some of there employees, for lack of better terms, suck at customer service. Let me tell you how. I called the dealer service department when I was out of town to schedule an oil change and to let them know that my car was making a "funny" vibration noise from under the hood. At the time the car had under 36,000 miles on it. Repair should be covered. I pulled the car into the dealer with 36,413 miles on the clock. "Sorry sir, you are over the mileage by 413 miles" the general manager wasn't there so I asked to talk to the sales manager. I told him the situation and the first thing he asked me is where I usually get my service done (legally, it doesn't matter where I get my regular service done) I told him where I had service work done and told him he could look at the receipts if he needed to see them. He went to his desk for awhile and then came back. He asked me to sit down at a table in the showroom, so I sat. I thought he was going to sit with me so we could talk, but after I sat, he took the "high ground" approach and stood real close to me looking down on me and said there was nothing he was going to do for me and that I should come back when I have $40.00 To spend on a diag service charge. I told him that it wasn't the money, that there was probably 40 in the ashtray, but that they should stand behind there product.

To make a long story short ...... The car still makes the noise and it reminds me of the poor customer service I received from Ford. It sucks for Southwest liberty Ford in Parma Hts Ohio that every time I have a conversation about customer service, they are the bad example. The good example is the service I got from Sunnyside Honda in Middleburgh Hts Ohio which is right down the street. Sunnyside Honda has already called me thanking me for purchasing a 2009 civic for my mother in law 2 weeks after talking with Ford. And to top it off, when I purchased my Taurus from Ford, it was missing the front passenger floor mat. My salesman said he would get one right away. He didn't and I still don't have a floor mat.

All this bs makes a 3rd generation customer a 1st generation Honda customer.

Probably just a 39 cent screw.
Comments:1 Replies - Latest reply on 2008-12-29
Posted by Aerocave on 2008-12-29:
Dealerships do have authorization to make "goodwill" repairs at no charge if vehicle is recently out of warranty...but the FIRST thing they will look at (because the "factory"--Ford in this case will want to know) is the service history. And not necessary did you get in serviced--but where. This is why it is vital to service your vehicle at an authorized Ford dealership. If you just bring it there "for the free stuff", as unfortunately, some people do, I think it is slightly unfair to blame the dealer for not helping you out--I realize less than 500 miles is a bit "strict" but, it truly is at the dealer's discretion.

We just had a customer who typically brings their vehicle to our store for every service--however, he took it somewhere else 2 months ago. He was in this past Saturday with an oil leak on his Pilot. We determined that the Goodyear service station who did the last service overfilled his oil by a quart...and guess what, the oil had no where to go but out--and caused the oil pan gasket to leak. It now needs to be replaced. Another reason to take your vehicle back to the dealership and allow factory trained technicians to work on it. Saving a buck or two isn't worth it.

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