Flood Ford of East Greenwich

Flood Ford of East Greenwich responded

Good morning, Paul. I certainly regret to see such a negative review, but I would like to publicly clarify some of the content. Yesterday afternoon your advisor reached out to you to inform you that there was no wheel lock key for your lug nuts, and they would need to be manually extracted. As with any service performed, that does accrue a bill. Once you were informed of this additional cost, you began swearing and yelling at your advisor. After being asked respectfully not to speak to him that way, you paused and began to berate him once again – at which point he ended the phone call. While I do understand your frustration, there is never an excuse to speak to our staff (or anyone else for that matter) the way you spoke to this gentleman. After looking into the situation a bit more, it appears as though the wheel lock set was not purchased with your vehicle, and was not purchased from our parts department. Further, the wheel lock was not in the vehicle at your previous visit either, which was also brought to your attention. The advisor has been nothing short of professional and courteous to you, up to the point of your swearing at him and having to hang up. Besides your request to absorb the cost to remove those lug nuts, there is nothing we have not taken care of. If you have any further comments, feel free to have your husband reach out to me, as we have chosen to be in contact with him due to your treatment of our employees. Liz Kelley Customer Relations Manager Flood Ford of East Greenwich (401) 558-2127

Pau responded

First of all, this issue has been going on for 2 years. Your manager was told about this in the situation continued. My frustration level Rose to the point that your service person chuckled at me saying I don't know why you guys waited 2 year to address the wheel lock issue when we have continuously addressed this issue every time the vehicle was serviced and your dealership continued to not take care of the issue and then put the blame back on us. I have never in my entire life have been treated so poorly by a dealership I made a huge mistake doing business with flood Ford. Only because I wrote this review you are now finally responding to some of the issues with my vehicle. I think it is so sad that a customer would have to go through such torture to get things corrected. Again this is never happened at any other dealership. I have learned my lesson when it comes to doing business with flood Ford. I also see that flood Ford has one of the lowest star ratings for Ford dealerships in the New England area. I don't even think you deserved the one star rating that I gave you but this system does not allow you to leave a review unless you put at least a one star. I have contacted the main Ford headquarters in United States. And in my conversation I was made aware that I was not the only dissatisfied customer with flood Ford.

Pau responded

Something to consider when dealing with customer concerns or complaints. Treat your customers with the respect they deserve and the customers May return that same respect to your employees. You need to get your facts straight Liz. You are only making things worse trying to cover up the mistakes in the failure to follow through when a customer has over and over communicated that there was no wheel lock that purchase a vehicle. Leaving messages with the the person we worked with when we purchased the vehicle as well as management. At least we were told they would management when we called. But not sure if that was true or not. Also when we have made these phone calls we have been left on hold for over 30 minutes at times and I had to hang up and call back to try to get to what I was told was the correct human being to look into this issue that continues to not be taken care of but only putting the blame back on your customer and publicly berating them online because of the failure to provide some type of quality service. Your response only shows that your dealership continues to fail in treating All of your customers with kindness and courtesy. Liz if you were to read all the customer reviews regarding flood Ford you will see I am not the only customer who has had issues with your service department.