The only reason I went to this dealership, which is an - franklinchip
The only reason I went to this dealership, which is an hour from my home, was because of my previous relationship with my salesperson, Maurice Houston.
At closing, I was instructed to write a check for $300 more than it should have been, yet when the mistake was discovered on site and I offered to write a new check, I was told it had already been processed, and they'd mail me a check in 10 to 14 business days. My check cleared the next day, so I asked about getting the refund immediately and was told no, we had to wait. However, 3 days later, the check showed up in my mail. This was not a positive way to start my relationship with this dealer.
I leased a demo 2025 Ford Explorer with 1500 miles on it. Upon delivery, there was no card with the keypad door code, the free Sirrius radio trial had been activated, and worst of all, no matter what settings I followed (per the owners manual), the air conditioning comes on at start up. For example, the temperature in my garage was 55 degrees, so the temp inside the car may have been 65 degrees, yet the a/c kicked on immediately. If I set it to auto, it comes on, if I set it to 'last', it comes on. If I set the temp to 84 degrees when I turn the car off, the a/c comes on.
My salesperson had the service dept call me and the person who called was clearly bored and uninterested in my issue, and his only response was "I don't know what to do, I'll ask my manager' who told me to bring the car in. I asked if someone could walk me through the process while I'm in the car to make sure I'm doing it correctly, to avoid the hour long drive and the attendant delays that taking a car to the dealership involves but received no response.
So...I found YouTube videos which allowed me to find my keypad code so I could add a custom door code. No help from the dealer.
My salesman texted me a screen shot of another online hack to set the climate control, which was a) not for my model and b) similar in content to what I'd already done, since it's in the owner's manual, just worded differently. This is NOT customer service.
Finally, 3 days later, my salesperson said we needed to do a full factory re-set which would wipe out every setting that I'd customized. He promised gift certificates to make up for the Sirrius radio issue. He said he'd meet me halfway this past Monday, but...guess what? Crickets. It's been a full week and it's pretty clear that this dealership has no interest in solving my issue.
Although I have solved almost all issues without the assistance of the dealership, which took several hours that I'll never get back, the LAZINESS and disrespect shown by the service department at this dealership is unacceptable, disappointing and unprofessional.
The lack of follow through by ANYONE at this dealership is inexcusable.
I am taking my car to another dealership closer to my home - the one where my salesman used to work - whose service department has always treated me well, communicated clearly and made every experience with them pleasant - in fact, the last time I was there, I left saying 'Ive never laughed so much while my car was in service". Quite a difference from Atchinson Ford...
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