I hesitate to generalize because I know that there are - ivybrog
I hesitate to generalize because I know that there are some sincerely incredible people that work at this company, but we have had very few service-related visits that have gone well at Les Stumpf Ford.
Story time:
Recently, as in the last 8 months, our car went in for service at Bergstrom and they replaced all but two spark plugs because they said that it was the reason for the lurching and hesitation of our 2018 Ford EcoSport.
Fast forward to last week when my car refused to start. Against our better judgment, we had it towed to Les Stumpf (because we didn't want to send it back to Bergstrom because the tow was on our dime). And who knows, maybe the other time was a fluke, right?
It was taken there last wednesday. It took the service department 5 days just to look* at it. Okay, it's busy, you might be understaffed. Fine. *And by look at it, I mean hook it up to a machine that tells you what's wrong with your car. Not actual maintenance experience as in troubleshooting mechanically. I mean, who does THAT anymore?
Evidently what was revealed was that the issue was the spark plugs. My husband came down there personally yesterday in order to contest the finding, stating that we had JUST had the spark plugs replaced within the last 8 months and that maybe there's a underlying issue that we're missing. They didn't listen. His input was dismissed.
They went through with it convinced that this is the right thing to do. We trusted it.
We picked up our car to the tune of $340. Spark plugs, $125 hr labor costs, and an automatic $150 every time that they plug the car into a computer that tells them what's wrong with it. (They only did that last part once.)
I get in my car and the service department told us that we could go right across the street to the Les Stumpf Ford used car lot where there was a car wash for us to take the car through. My husband headed home, because, I've got my newly repaired car, right?
While in the car wash, my car freaks out and dies. There is a car behind me so I'm in panic mode trying to figure out how I'm going to get my car out of this car wash. I see a Les Stumpf employee walking past the car wash so I roll my window down to get his attention and to yell for him that I'm going to need some help getting out of the car wash (I got soaked doing this with some unknown chemicals 🫠.)
During which time he just stands there and looks at me while I am trying to get my car started frantically, and only remarked at the fact that I was a "little too far over on one side". Okay...not everybody can read the room, I get it.🤷🏼♀️
My car starts just long enough to get about 15 ft outside of the car wash exit. I call Les Stumpf to let them know that they're going to need to come over across the street to help me figure out what's going on with my car that I just picked up 12 minutes ago.
They send a shuttle and a technician. In the end I think it just ended up having to get towed back to the service department. So there I sat waiting to hear what the story was going to be on my car.
No story, they're going to "try to fit it in between all of their other jobs". I decided since the last time my car was in there they didn't even look at it for a 5 days, I should probably just get shuttled home, and so I did.
This message is not about bitterness or rage or frustration (but make no mistake there was definitely some frustration being felt) this message is about accountability. Accountability for calling yourself a service department but not really listening to your customers and offering the service that's truly needed. If this was the first time we've had a poor experience at Les Stumpf Ford, I wouldn't even think twice about it. Things happen. I get that. But when they happen at an organization repeatedly and there is no accountability, no sense of justice for the customer, I'm not sure what else needs to be said or done. The fact that there is an abysmal three stars for your service department should say it all.
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