Grapevine Ford

Good morning, Mr. Diaz, I wanted to bring to your attention the horrible and very Unacceptable Service Your Team has provided! My wife and I leased a Lincoln Corsai Diaz, I wanted to bring to your attention the horrible and very Unacceptable Service Your Team has provided! My wife and I leased a Lincoln Corsair less than a Year ago and recently with the 1st Service Due, we called and scheduled an appointment. Your Service team finally called back and then Delivered a Loaner 10/13/22 and picked up our Vehicle. My wife leaves work that Thursday afternoon and vehicle does not start immediately! Very hard to start, requiring her to repeatedly retry starting. My wife called Friday and emailed Crystal Cerda with zero Email or callback concerning the hard to start issue. My wife and I waited till around 11:00 with still no callback on Sat. After witnessing the issue in my driveway, I called and finally got a Hold of the Service Mgr Steven and after discussion this situation, asking for possible different Loaner, someone come out and replace the battery etc, he offered no help other than for me to driving the vehicle back to the dealership and they would look at it. At that time my Sat was very busy and my wife and I were not able to deliver a vehicle back that we had NO CONFIDENCE TO DRIVE. I stated to Mr. Steven if the Vehicle fails to start and I have to come get my Stranded Wife I would leave the Vehicle on the side of the Road and he could come get it. Mr. Steven also informed us at the time of our conversation that our Vehicle was in line to be looked at and we would get a call about its Status Tuesday or Weds? I informed Mr. Steven the urgency of getting the Vehicle back due to a Vacation Trip this coming Sat. We were under the impression because we scheduled the General Svc and notified (Service Dept. Heath) we also had a Windshield Reservoir leak, that the vehicle was not just placed in line but would be looked at upon arrival and a call would be made concerning any issues. This is the Huge issue I am emailing about. NO COMMUNICATION! I called your Service Dept and had to make multiple calls in effort to get status on our vehicle? After being disconnected on and calling back again I Spoke to the Cashier Crystal who assured me either she would call me back or her Service Mgr. I asked to speak to some above Steven and she stated No one is above him to talk to and offered no other resolution but to wait for a Callback. My wife finally got a call back from a Bob approx. 1:00 Tuesday and then Steven called her back stated he would personally look at the Vehicle himself. Mr. Steven called my wife back again and stated he would not charge for the General Svc and he could not find an issue with the Reservoir but if the issue continues, to bring the vehicle BACK! The vehicle was delivered back to my wife that afternoon. Tuesday afternoon my wife shows me Several, Several grease prints on the door, steering wheel and seat? I am exhausted with Your Service Team and have also notified our Salesman Michael Massey of the Issues with pictures of the Grease Prints! As of Thursday Morning, Today, I am still pending a Callback from your Service Team because I asked that I get a callback. I am sure the Driver of the loaner when delivering the Vehicle experienced the Repeated starting issue and at that time should have communicated with someone about Loaner issues especially my Wife. My Wife periodically started the loaner because she was concerned about being stranded! Our weekend was spent at home!!! The effort to get some assistance was NONEXISTENT! Mr. Diaz, I am in the Service Industry and I strive to NOT PROVIDE this type of Service to anyone. This is our Third Vehicle from your Dealership and we have No Justification to return and go thru this experience again. Your Service Process is in Major Need of Review and I welcome you to call your Service numbers to see How Your Company makes doing business very difficult. We are very Disappointed! More