Thomas Ford | Page 2

SO DISCUSTED WITH THE SERVICE DEPARTMENT! I have been buying cars from this dealership for the past 7 years from Tom Ford who is absoultely AMAZING! However, the service department is total I have been buying cars from this dealership for the past 7 years from Tom Ford who is absoultely AMAZING! However, the service department is totally incompentent and the New Service Manager is a complete tool. I started having electrical problems with my car (brand new 2018 GMC Acadia Denali )in January. I took my car to be looked several times and they were not able to determine what was wrong. I started taking videos every time my car would start going crazy. Sometime it would not lock, sometimes it would not shut off, no sound on the radio, numerous error codes and the most recent, transmission & engine failure. I would send these videos into the service department and still could not detetrmine what was causing these issues. April 2022 they determined that my electronics were getting wet causing the issue and they replaced a black rubber boot inside the door frame. (not sure how this is possible but I rolled with it) . Within a week the same issues started happening again. They had my car for 14 days and said they just dont see anything wrong. (I forgot to mention that when I picked up my car they had hit something with it. It had black scuff marks all over the front bumper).As I picked up my car we dropped my daughters brand new car off to have the oil changed. When we picked that up the next day it has a quarter size ding in the passengers side door. Thankfully my servicewriter (who also is amazing) Wilson fixed both cars. I continued to video the electrical problems I was having as there was nothing they could do for me. Last week I received a error message of Transmission failure and engine failure. I took it back to Schumacher and they determined the electronics were getting wet and wanted me to pay $1500 to fix the leak that they thought they fixed 6 months ago. Do they not warranty their work? My service writer went to the Service Manager and told him that it should be under warranty and he said absoulutely not. I reached out to my Sales guy Tom Ford and the Finance Manager Johan Velez(as he has done my loans on the last 6 cars I bought it.)They along with the Sales manager went to the Service Manager to see about getting this issue resolved and he told them to kick rocks. The sales department (who always go way above and beyond) decided to pay the $1500 for me as I have been a loyal customer for many years. I went to pick up my car today after it being there for the past 6 days to find out that they "let the electronics dry out" instead of replacing them. They should have replaced them the first time and there would not have been a 2nd time. I got in my car and pulled out only to hear this rush of water sound rolling around the roof of my car. I continued to work because I was already late and on my way I saw my ceiling was wet and they didnt even put the car back together. So now tomorrow morning I have to take the car back to have them dry out the electronics for a third time. This will be the 5th time I have had my car there for the same issue. Schumacher Service Dept, You and your service manager suck! More

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