Davit Mkrtchyan | Page 4

I am writing to formally file a complaint regarding a recent and deeply disappointing experience with your service department—specifically with one of your service advisors, Antonio "Tony" Botello. I recent and deeply disappointing experience with your service department—specifically with one of your service advisors, Antonio "Tony" Botello. I purchased a new 2024 Bronco Sport from Envision Ford about a year ago and have consistently returned to your dealership for all scheduled maintenance and service needs. However, after my recent visit on October 6th at 8:30 AM, I’ve decided I will not be returning. That morning, I brought in my Bronco to have the front wheel and tire replaced. Tony informed me the replacement wheel needed to be ordered from your Ontario warehouse and would arrive by Tuesday, October 7th, at which point I’d receive a call once the work was complete. By 3:50 PM on the 7th, I had not heard anything, so I called the service department. I was placed on hold, then disconnected. When I called back, I was given a vague explanation that my vehicle still wasn’t ready and was transferred to Tony. He then told me the wheel hadn’t arrived as expected and the vehicle wouldn’t be ready until Wednesday, October 8th. When I asked why no one had contacted me about the delay, Tony couldn’t give a clear answer and became dismissive. As I continued to ask for clarification, his tone escalated—he raised his voice and became argumentative. To be clear, I was simply asking for communication—something I feel should be a basic expectation in any customer service interaction. To make matters worse, Tony then informed me—at the last minute—that the shock was bent and also needed replacement. This was never mentioned before and came across as an afterthought rather than a result of a proper inspection. Frustrated, I opted to pay for the wheel and tire only, picked up my Bronco, and had the remaining repairs completed elsewhere. I also shared my concerns with Service Advisor Franklin Hernandez, but unfortunately, I did not feel that my complaint was taken seriously. Instead of addressing the issue, my concerns were met with attempts to justify Tony’s behavior. In summary, your service department demonstrated a basic lack of communication, professionalism, and basic courtesy. Common phrases like “I’m busy,” or “Hang on a minute,” are not an excuse for failing to provide timely updates or treating customers with respect. I hope you take this feedback seriously. I am now a lost customer who expected better from a dealership I had trusted with my new vehicle. More

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We made an appointment to come in. I was given an estimated time for repairs. The repairs are done quickly as we waited. I was given an estimated time for repairs. The repairs are done quickly as we waited. More

by ENRIQUEZONATE Verified Customer Verified Customer

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I have purchased two cars from this dealership and have been happy with the efficient sales process and the service. Special shout out to Polo the service writer who has been extremely helpful over the pas been happy with the efficient sales process and the service. Special shout out to Polo the service writer who has been extremely helpful over the past few years. I would not hesitate to purchase another Ford from Envision. More

by steve110 Verified Customer Verified Customer

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Helpful and professional in the whole step of the process. I will be sure to return in the future. process. I will be sure to return in the future. More

by valdezwill93 Verified Customer Verified Customer

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Saw a truck online, made a quick deal over a few hours. Drove up and was in and out. Richard was great, finance was quick and easy. Buying vehicles is usually a drag.. this was easy, a positive experience. Drove up and was in and out. Richard was great, finance was quick and easy. Buying vehicles is usually a drag.. this was easy, a positive experience. More

by wmwmiller Verified Customer Verified Customer

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This dealership was awesome. Came in told them what I wanted, they showed me the inventory and made it happen. No hassles very quick. I will be recommending and sending business Came in told them what I wanted, they showed me the inventory and made it happen. No hassles very quick. I will be recommending and sending business this way. Thank you! More

by jordanhempstead Verified Customer Verified Customer

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Not satisfied, because they said they would give away the charging cable but delivered the EV truck without it. charging cable but delivered the EV truck without it. More

by phusu1234 Verified Customer Verified Customer

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I was lied to. I did not appreciate being manipulated with the financial contract after agreeing to one thing. They changed things later. I did not appreciate being manipulated with the financial contract after agreeing to one thing. They changed things later. More

by teri.vessella Verified Customer Verified Customer

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Great service! Delivered an amazing deal! Worked with me to get what I wanted at an incredible price! Delivered an amazing deal! Worked with me to get what I wanted at an incredible price! More

by Andre M Verified Customer Verified Customer

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The absolute best experience ever with Steve Sherwood. He is an incredible sales pro. I've never felt so cared for from sales perspective. He is an incredible sales pro. I've never felt so cared for from sales perspective. More

by matt.epstein Verified Customer Verified Customer

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