Jarrett Ford

I visited Jarrett Ford in Dade City on February 29, 2008 around 8:30 am because the rear brakes on my 1999 Mercury Sable were making noise. As soon as I got into the service department an employee took the around 8:30 am because the rear brakes on my 1999 Mercury Sable were making noise. As soon as I got into the service department an employee took the car out on a test drive and confirmed that it was the brakes making noise. At the service counter I dealt with Eric Knopp. He told me that it would be about $159 for back brakes, and another $159 for the front. I told him that I only wanted the noise in the back to be dealt with and not to worry about the front. I asked if they would take the car into the garage right away or if I would have to wait. He told me that they would look at it right away. I went and sat in the waiting lounge for roughly an hour and a half. Around 10 am I went to the counter to see if they had found the problem. Eric advised me that they had just brought it into the garage and hadn't had a chance to look at it yet. I asked him why they hadn't started, when an hour and a half ago he told me that they would bring it in right away. He said that they had other customers vehicles' to work on first. I was unhappy because had I known there was a wait, I would have left the dealership and come back when the repairs had been made. He told me that the mechanic would get it up on the hoist right away and he would let me know when they found the problem. I went back to the waiting lounge. Shortly after that Eric brought me into the garage and told me that the brake pads were completely worn down and had dug into the rotors. At the time I was on vacation in Florida from Ontario. I told him that I didn't want new rotors, I just wanted the pads to be replaced and that I would replace the rotors when I got home. He told me that I would have to wait up to two hours for pads because there were none in stock. At this point I was very upset that it had taken this long so I told him to put the wheels back on and I would go somewhere else to get it fixed. He said alright and I went back to the waiting lounge. Around 10:15 he came in and told me that NAPA could have the brake pads delivered in about 20 minutes and that it would only take the mechanic a few minutes to replace them. I was happy to hear this and agreed to have it done. About 45 minutes later the car was done, not a few moments like Eric told me. I was watching the mechanic do the work and the labour did not take that long. While working he wandered over and was talking to other mechanics. I timed it, and it took him less than 20 minutes to replace the brake pads and put the wheels back on. I went to the counter to pay for the repairs and the price Eric had on the work order charged me for 2 hours labour. He advised me that the labour was charged from the time the wheel were taken off to the time they were put back on. I refused to pay for 2 hours labour when the work took only about half an hour. At this point, a female service advisor who was behind the counter basically said that it was my fault that the price was so high, and told me I should have gone to a small garage if I didn't want to pay high labour charges. I feel that what she said to me was very unprofessional and if I am ever in the Dade City area again I will be sure to visit a small garage for car repairs rather than give your dealership my business. More