Empire Ford Inc. - Service Center

Empire Ford Inc. responded

Good day. My name is David Pacheco. I would love to help you with your Transit van. If you could please give me your phone number that I can contact you or your name, I would be happy to. I have checked my messages and have no voicemails or emails from anyone in regards to a Transit vehicle. I can also be reached at 508-966-5611 x6136 or email me directly at dpacheco@buyempireautogroup.com. I look forward to helping you. Thank you.

Empire Ford Inc. responded

Dear Juliosantiago, Thank you for the 5-star review regarding your experience at Empire Ford. We are pleased to hear the our sales staff provided "excellent service" and that you appreciated the good service you received. Thank you for your busines.

Juliosantiago responded

Muy buen servicio buena atención estoy agradecido las personas que me atendieron muy excelente mil gracias

Empire Ford Inc. responded

Dear Lferreira2, thanks so much for sharing your experience and for your positive review. We appreciate your business!

Empire Ford Inc. responded

Dear DPATENAUDE, We appreciate your feedback. While your vehicle was here, we completed the "works package" which consists of an oil change and tire rotation, we replaced your fuel filters, engine air filter, cleaned corrosion from the battery terminals on both of your batteries, and completed the state inspection. This is about 4 hours worth of work, and we always make sure that we have a qualified technician performing these services. Sometimes it takes a little while for the correct technician to finish the job in process before the next job comes into the shop. We afford your vehicle the same courtesy. As far as the "Death Wobble", there was no concern indicated at the time that you dropped the truck off with us. Since we were not diagnosing or repairing anything that requires a road test, we do not take customer vehicles for a road test, as it is not necessary to complete the requested services. Since your concern did not arise until you towed with the vehicle, our technicians had no idea that your vehicle exhibited this concern. We are certainly happy that your vehicle was repaired and you were able to continue on with your trip.

Empire Ford Inc. responded

TONYDF450, thank you for your candid feedback. Please note, we checked into your vehicle history, since 2013, your vehicles have been in here one time for a recall (2017) before bringing this vehicle to us. As you stated when you dropped this vehicle off for service, you had just purchased it out of state a few weeks earlier, so we have never seen this vehicle before in our service department. When you dropped the vehicle off you stated the running lights were staying on and draining your batteries (this was your only concern, and you signed the repair order authorizing us to work on the vehicle after reviewing the concern noted). Our technician charged and tested your batteries, both batteries passed a load test at that time, so we did not suggest replacing the batteries. The bill for that service visit was $273, which covered the labor for our technician to track down and repair wiring issues in the wire harness which were causing the running lights to stay on. After the repair, we let your vehicle sit overnight and retested it in the morning, the vehicle started up with no issues. Upon picking up the vehicle, you verbally abused our service advisor, telling him how incompetent we were because the fog lamps and puddle lamps did not work. At this time we offered to bring the vehicle into the shop and check out the lights, however, you were unable to leave the vehicle at that time (which is understandable). We then offered to have you drop the vehicle off at your convenience and we will check the lights that you stated were not working. A couple of days later, you brought the vehicle back to our service department and we checked all of your lights (the fog lamps worked just fine and the mirrors did not have puddle lamps). We did find a couple of bulbs out and replaced them at no charge to you as a gesture of good will. We also tested your batteries again, this time one of them failed the load test. We suggested replacing both batteries since they wear similarly and one of the batteries was now failing the test. After you approved replacement of the batteries, we installed them. The vehicle left here with all lights working as designed, and two new batteries. You were only charged for the replacement of the batteries on this visit. After paying the bill, you requested a refund for your initial service, stating that we did not do anything to repair your vehicle, and again, verbally abusing our employees. The truth is that you were responsible for the wiring repairs made to your vehicle (so the running lights would not stay on at all times). Unfortunately, we have no control over the condition of a vehicle which you recently purchased from a third party, which ended up having some issues. We were able to repair the issues, however, the repairs were your responsibility and there was no reason for us to refund any of the charges. We are in the customer service industry and we are respectful and helpful to EVERY customer who we come in contact with. Unfortunately, there are occasions where our employees are not always treated the same. So, at the end of the day, you paid $600 for two batteries and a wiring repair on a vehicle purchased from a third party, now your vehicle works as designed, and the thanks that we get is our staff having to endure verbal abuse.

Empire Ford Inc. responded

Dear Delcyveiga4, Thanks so much for the positive feedback! We're happy to hear that our staff was helpful and that you would recommend Empire Ford! Enjoy your new vehicle!

Empire Ford Inc. responded

Dear Leocournoyer59, Thank you for your feedback. We are not aware of what other off-brand dealerships offer, but all of the local Ford dealerships do not offer free oil changes to customers. However, we do offer a "Works" package that includes not only an oil change, but a tire rotation and multi-point inspection with fluid top-off. Please feel free to request this service in the future if you'd like. Thank you.

Empire Ford Inc. responded

Dear PDROV, Thank you so much for the compliment! "Friendly and accommodating" is exactly what we strive to be with every single customer so thank you so much for your input and thank you for your business!

Empire Ford Inc. responded

Dear jacqulinedaughtry, This is such good feedback. We strive to make our service dept. clean and welcoming so we appreciate your comments. We're also happy to hear that your service was quick and "very professional." Thank you for doing business with Empire Ford.

Bassman responded

Empire Ford of New Bedford is top notch. You want quality service? You want people you can count on? You want a friendly smile when you walk in? Then you WANT Empire Ford of New Bedford.