Benson Ford Inc

To begin, Scott has been a great communicator, very professional, and courteous. I've tried being open, professional, and respectful of the service advisors and managers time. But with everything that professional, and courteous. I've tried being open, professional, and respectful of the service advisors and managers time. But with everything that has gone on with our 2020 Explorer, I hope no one else goes through what we have with Benson Ford. 1st Service Call (11/26/2024): Called Benson regarding many system fault messages that were related to the AWD system. Our car was still in it's warranty period with 59,742 miles. I mentioned that when messing with/pulling on the connector for the AWD module, I was able to get the lights to go away but they came back a day later. On the first visit they diagnosed two codes (P0562 and P166E) in the AWD module, they claim they tested everything with the module and said there was nothing wrong so they went to address another voltage issue with an actuator with the transfer case. Covered under warranty, no big deal and off we went in 2 days. 2nd Service Call: (12/7/24) My wife called me in Anderson that all the lights came back on when she was leaving the store. This was at 1:09PM. She sent me pictures of the alarms and the mileage (59,977.9 miles). I then called Benson at 1:10PM and discussed with Scott and he said to bring it right in. My wife departed from Anderson, to my kid's school, to the dealer which put us 29 miles over warranty (60,029 miles). Upon arriving to the dealer, I was asked if it was over (I discussed over the phone if we drive the car to the dealer from where my wife was, it would be over) and I said yes, 29 miles. I was given a concerned look like this won't be covered under the warranty that I brought it in under. A day passes by and I was notified that our car would need an updated axle set and would NOT be covered under the warranty. I discussed that it was the same lights but I was told it was different codes. With no options and no offer of a rental car, I told them to proceed and I'll eat the cost. After picking up the car, I noticed the first code from the first visit was present again ( P0562) but was not addressed (again). I then noticed that I had there were notes about the AWD module having internal faults and a software update was released for it. When this software was installed, it then threw two new codes which led to the required axle work. Scott did help me out by giving me his internal labor rate and said to try and talk to Ford customer service regarding the warranty. 3rd Service Visit: (12/19/2024) Wife was leaving for work in the morning and called and said all of her lights came back on again. Frustrated, I called Scott right away and said it needs to go back. I got the car back the next morning and at the end of the day Scott called me and said with all of the headaches, the manager decided this one was on the house. After receiving the service report, I noticed P0562 was back AGAIN along with "MANY NETWORK DTCS" but no specific ones? The fix this time? Replace the module. The very firs thing I called about because of that plug. P0562 was on ALL 3 reports but was dismissed because the battery voltage was good? Notes about internal faults, software updates, voltage issues going to actuator, etc. Was this the fix the entire time? The tech then wrote that this DTC (P0562) didn't show for 400 miles. It was there on the 1st, 2nd, and 3rd service visit so that was a lie. I've tried reaching out to the manager three times now, talked to Scott and another advisor, but I cannot get anyone to discuss this with me. I was denied warranty the 2nd visit for being 29 miles over but I had the same DTC as the first visit. Then it was on the house the 3rd time because of the headaches? But the 3rd visit addressed the module which was the main concern on my call. Since I cannot get anyone to discuss this with me, I will be working with my bank here shortly to pursue a chargeback since in the 2nd report, the car came in with the same DTC P0562,was denied warranty, software was updated, caused two new codes More

My trust in dealership service is completely gone - not completely sure if it was blatant sabotage to upsell, sexist (not the first time a woman is taken advantage of concerning auto service) or just downr completely sure if it was blatant sabotage to upsell, sexist (not the first time a woman is taken advantage of concerning auto service) or just downright incompetence. I've had my 2019 Ford Escape serviced at Benson for a year, and I'm done. I ask for tire rotation and I end up with roaring wheels and all four (1-1/2 year old tires) ruined; cupped. Odd it was never mentioned on their (pencil whipped) service reports. I've left there on a couple occasions and had to fill up my washer reservoir in the next week. I asked once to see what is hanging under my car, and they took upon themselved to remove my under car splash shields and didn't put them back - in an attempt to force me to buy new? To the tune of $400? Nope, my husband can put the old ones (they said are ruined) right back on. My last service was 5/20/2024 - in the last 8 weeks I've replaced 4 ruined, cupped tires (theservice report said tread was low on 2 and needed to be replaced), changed the crank sensor, changed out 1 plug, added coolant, why was THAT low??? Installed a new battery, changed arms on both wipers and NOW I have white smoke and that dooming smell of glycol coming from the exhaust. What the heck did these guys do to my car? There is no trust and from the looks of it, I'm not just out of Benson, I'm probably out of a car soon. Horrible, horrible, horrible. I've learned to never put my faith in a supposedly reputable establishment to take care of me and my car. They just don't really care. Thanks for nothing. I'll probably buy another Ford, but I'll never darken the door at Benson, and I'm spreading the word. More