Heritage Ford - Service Center

Horrible overall service experience and experience with Service Manager and General Manager. Should have gone with John Jones from beginning!! Long story short we had a vehicle off with transmission iss Service Manager and General Manager. Should have gone with John Jones from beginning!! Long story short we had a vehicle off with transmission issue. Was told it would be a ‘few days’ before a technician could look at it since we didn’t have an appointment. After a week I hadn’t heard anything so I checked in. Was told two cars ahead of our and it would be a ‘couple days’. Another week went by and hadn’t heard anything so I had to reach out again. Was told one vehicle ahead and would only be a couple more days…. Following week, same thing. Over 4 weeks finally get diagnosed and told parts would take a week. After a week of not hearing anything I reached out again asking for an update to be told it was installed but now has to go John Jones to be programmed and that would take a week… the next week after not hearing anything I reached out again to be told that there was a problem with the transmission they put in and they would have to send to John Jones to fix under warranty. You get the frustration. On top of the lack of communication and me having to pull information from them, I was quoted different prices from what I was actually charged and they nickel and dime charges for sure. So when it was finally ready after 7 weeks I took my concerns to service manager who was no help and offered no sincere concern and even admitted that his tech shouldn’t have taken the job and they he would be talking to him about it. He also said he would talk to the service coordinator about his lack of communication and not accurately estimating how long it would take. His solution was that I should have asked them to use one of their rental cars but that since I didn’t, he couldn’t do anything. I told him the service person knew I had a rental and that’s why I was upset waiting and waiting.. thought I’d get a better response from Heritage General Manager but all he did was make excuses and had more questions about me and my customer service experience… just a giant waste of time and money and severe lack of customer service by management for sure!! Could tell they could care less about keeping a customer or do anything to try and make it better. More

Sorry, one star is a low as I can go. I scheduled an oil change on their web site several weeks ago for the listed price of $39. When I got my tab, it was for $48 and change. I thought I scheduled an oil change on their web site several weeks ago for the listed price of $39. When I got my tab, it was for $48 and change. I thought maybe I made a mistake so when I got home, I checked the web page again. Nope, $39. I contacted Heritage Ford and a few days later, the service manager called me. He said he was looking at the web page and it listed the $48 price. He asked me to send him a screen shot of the page I booked on. I was out of town when he called but when I got home, I sent him a link to that page. I could not send and actual screen shot but all he had to do was click on the link and it would pop up. That's the last I heard from them. No, the nine bucks isn't going to break me. However, the nine bucks is going to keep me from ever doing business with Heritage Ford again. More