Bill Currie Ford

I have visited this dealership twice for service and twice I have been turned away for a previously scheduled appointment. I needed a 30 min ECU calibration flash update from Roush done. I scheduled it twice I have been turned away for a previously scheduled appointment. I needed a 30 min ECU calibration flash update from Roush done. I scheduled it almost a entire week in advance. Gave them all the details of the Roush case number and what they needed to do. I drove 1.5 hrs the morning of my previously scheduled appointment to get there. I indicated in the appointment reservation I would be waiting. I received 3 notices about my upcoming appointment reminding me of the time and date. Not only did they have no idea why I was there but when I told them they said oh you cant wait we need to keep the car for 4 days. They had over a week to prepare for a 30 min appointment and they didn't even look at the schedule. This is strike 2 for me. They have lost a customer for life and they also lost a sale because my wife is looking for a really nice 50K+ truck. Ford has never been one to honor warranty work as with my 2014, 2016 and now 2021 they make it as difficult as possible to get warranty work done. However, this ECU flash is not warranty work and Roush pays for all of it. You'll need to cut back on the 6 service managers you have and hire more techs. Also, tell your service intake guy to stop calling everyone's boss. No attention to detail. Bad customer service. No communication. Dirty facility. I have the appointment reminders if proof of a legit review is needed. UPDATED: 12/14/2021 I'm amending my previous post as the relations manager David Watson reached out to me to at least apologies for the 2 appointment issues at their facility. 1. No attention to detail. - His explanation on this missed the mark. He has asked in the future for any Roush equipped cars concerns of maintenance to contact himself or Nancy at his facility as his regular service employees don't know what to do. He has informed me that he has spoke with them and they are now to defer all Roush issues to those two individuals. While this is good it misses the point that someone can schedule an appointment online, wait a week for it to come, and arrive at the dealership with no communication and the service department having no idea why I was there. 2. Bad customer service. - Roy seemed very un-phased and not willing to even try to fix the issue. While he apologized, while I was there, he never offered to speak with the manager for an upset customer. Further more its not possible to schedule an appointment in advance even checking their availability. So while they said they would need my car for four days I was not able to just come back in four days and wait to have the job done. This to me shows lack of quality time management and short staffed MSE / Roush techs. 3. No communication. - While the customer relations manager did apologies, and also, went to talk to the Roush certified tech and service rep to understand more about what needed to be done, it sounded like he was just trying to make excuses for why a four day wait was offered. I spoke with Roush shortly after my second conversation with David and they agreed that the calibration update should take no more than 30 min for a certified Roush tech. Since the fact an appointment was made almost a week in advance, and I received reminder appointment emails, still no one called to talk with me or explain any issues, so I did not waste my time, mostly solidifies this observance. I have since decided to purchase my own J2534 passthrough device at the cost of $500 to flash Roush calibration updates myself at home using my laptop. Everything needed beside the passthrough device are supplied for free from Roush. I am computer programmer, car mechanic, and retired USAF Aircraft Avionics Tech. Flashing a ECU is not but a couple pushes of a button after you have the supplied file. This is not an excuse for why a brand new Ford / Roush vehicle under warranty cannot go to a dealer and get the ECU calibration updated in a timely manner. I'm willing to spend my own money, which I should not have to, to rectify this situation for myself. Dirty facility. - He said they are building a new one next year. More