Bozard Ford Lincoln - Service Center

Great staff, good service, but......... I went to the Quick Lube center for an oil change and rotate. I had never been there before. The staff was friendly and accommodating. Prices were go I went to the Quick Lube center for an oil change and rotate. I had never been there before. The staff was friendly and accommodating. Prices were good I thought. They even washed and vacuumed my car!!! Why only three stars? Well, in the service bay, there must have been a mishap of some sort and my car door took a good sized ding and paint damage. I did not notice this until I arrived home but I know my car and the damage was not there when I arrived at the Quick Lube center. Accidents happen I know, but nobody manned up about it. It was a big enough ding with paint damage that whoever did it would have most certainly been aware they did it. I did notify the dealership about it but never heard a word back (Very disappointing). Would have been 5 stars, even with the accident, had they just been forward about what happened. More

So disappointed I am completely stunned that I am having to write a negative review of my experience at Bozard Ford, and in particular, the service department. When I I am completely stunned that I am having to write a negative review of my experience at Bozard Ford, and in particular, the service department. When I purchased my vehicle from them in 2014, I gave the dealership a glowing review on Dealer Rater and have not taken my vehicle to get serviced anywhere else. My loyalty has been with Bozard since day 1, and as such, expected more respect than what I received. On April 8th, I brought my Ford Escape in to replace the battery. Nathan Dippy was my service advisor. From the beginning, I was put off by Nathan. He was a little arrogant and somewhat patronizing, but I chalked it up to it being a busy Saturday. He first said the battery change would take about 3 hours, which I was fine with, given it was the weekend. My husband, on the other hand (who was not present), felt it would be less time-consuming and easier if I just took the Escape to AutoZone or O'Reilly Auto Parts. I mentioned this to Nathan, who agreed it would be cheaper, but possibly riskier because the battery wouldn't be a genuine Ford auto part. He also noticed that I had a recall item on the vehicle and said he wanted to get the battery replaced and the recall item addressed on the same visit, to avoid my having to come back a second time (which I would have been fine with). Nathan said he would arrange for a rental car for the weekend and repeatedly made it a point to tell me that Bozard Ford was "eating the cost of the rental for me." Not sure why he kept telling me this, as I expressed my thanks the first time. Bear in mind that I did not ask for a rental car nor did I object to the possibility of bringing my car back for a separate visit to address the recall item. I would have been fine just getting the battery changed that day, but Nathan insisted on taking care of the recall item, as well. I picked up the car on the late afternoon of Monday, April 10th ,after Nathan left a message indicating the car was ready. When I approached his desk, Nathan said he was busy and passed me off to another service advisor, who was very friendly. The total came to $211.88, which included an air filter replacement. When I got home later that evening and looked over the invoice, I noticed that I was charged $144.99 for the battery, but on my Owner's Advantage Ford page, the cost was $99.95. I called Nathan the next day and asked about the price discrepancy. He said he had "no clue" about that promotion. He also said if there was a coupon, I should have given it to him. I reminded him that he sent me to another service advisor when I picked up my car the previous day. I also said that in the past, when a promo has shown up on my Owner Advantage page, I have printed it out and been told that printing it was not necessary as service advisors are aware of ongoing promotions. I explained that being told two different things is a little confusing, and that were this a different of $5-10 dollars, I would not be concerned, but this was about a $35-40 difference. He completely agreed and said, "I'll tell you what: I'll issue a $35.00 credit to your Owner Advantage Service Rewards." I said that was a fair tradeoff and inquired how long the credit would take to appear on my Owner Advantage Account. His response: "About two weeks." I also decided to send him a screen shot of the promotion, as I did not want Nathan to think I was trying to pull a fast one on the service center. On Nathan's business card is his cell number, so I sent the screen shot. When Nathan received the screen shot, he texted me back with, ""Huh. Now I know. Thanks for that. Others will benefit from this." Apparently, "others" does not apply to me. I realize some credits take longer than normal to appear on accounts, so gave it about a month for the credit to appear on my Owner Advantage. On May 10th, I texted Nathan the following: "Nathan, it's Vicki _____. Last month you were my service advisor for a battery replacement. A coupon was not applied to my payment, and you said you would apply a $35.00 credit to my Owner Advantage account. You said it would take about two weeks, and there's no such credit applied to the account. Following up with you about taking care of this ASAP. Thanks for your attention in this matter." I received a notification that Nathan read the text, but he did not respond to it. I figured he was busy. By Friday, May 12th, I still had not heard back from him, so I called the service center (not his cell phone since I could not reach him that way) on Friday afternoon. I was told he was taking a late lunch and to leave a message. In the message, I said to Nathan that I was still waiting to hear back from him and would appreciate a follow-up call about the credit. It is Monday, May 15th, and still no follow-up from Nathan. I am angry, confused, and insulted. Angry and insulted because Nathan has not followed up with me despite multiple attempts to contact him. It is unprofessional and inconsiderate to give a customer the run-around. I am confused because what, exactly, is the problem here? Nathan offered to apply a credit to my Owner Advantage account. I did not ask for that--he extended that offer to me. I would have been happy with Nathan crediting $35.00 back to my credit card, but the Owner Advantage credit offer was initiated by Nathan. Now, Board Ford has disappeared and not delivered on something they promised they would. This is an incredibly dishonest practice, and I am truly shocked that a business as highly regarded as Bozard would pull a stunt like this and completely ignore a customer. And for what? Nathan did not follow through with what he said he would. By the way, I also left a voicemail with the service manager, Greg, and of course, I haven't heard back from him, either. My next step will likely be the Better Business Bureau. I'm sad that I have to write such a scathing review, but this situation was handled terribly by Nathan Dippy, and he has not been held accountable. As a repeat customer, I deserved better. More