Grapevine Ford

Good morning, Mr. Diaz, I wanted to bring to your attention the horrible and very Unacceptable Service Your Team has provided! My wife and I leased a Lincoln Corsai Diaz, I wanted to bring to your attention the horrible and very Unacceptable Service Your Team has provided! My wife and I leased a Lincoln Corsair less than a Year ago and recently with the 1st Service Due, we called and scheduled an appointment. Your Service team finally called back and then Delivered a Loaner 10/13/22 and picked up our Vehicle. My wife leaves work that Thursday afternoon and vehicle does not start immediately! Very hard to start, requiring her to repeatedly retry starting. My wife called Friday and emailed Crystal Cerda with zero Email or callback concerning the hard to start issue. My wife and I waited till around 11:00 with still no callback on Sat. After witnessing the issue in my driveway, I called and finally got a Hold of the Service Mgr Steven and after discussion this situation, asking for possible different Loaner, someone come out and replace the battery etc, he offered no help other than for me to driving the vehicle back to the dealership and they would look at it. At that time my Sat was very busy and my wife and I were not able to deliver a vehicle back that we had NO CONFIDENCE TO DRIVE. I stated to Mr. Steven if the Vehicle fails to start and I have to come get my Stranded Wife I would leave the Vehicle on the side of the Road and he could come get it. Mr. Steven also informed us at the time of our conversation that our Vehicle was in line to be looked at and we would get a call about its Status Tuesday or Weds? I informed Mr. Steven the urgency of getting the Vehicle back due to a Vacation Trip this coming Sat. We were under the impression because we scheduled the General Svc and notified (Service Dept. Heath) we also had a Windshield Reservoir leak, that the vehicle was not just placed in line but would be looked at upon arrival and a call would be made concerning any issues. This is the Huge issue I am emailing about. NO COMMUNICATION! I called your Service Dept and had to make multiple calls in effort to get status on our vehicle? After being disconnected on and calling back again I Spoke to the Cashier Crystal who assured me either she would call me back or her Service Mgr. I asked to speak to some above Steven and she stated No one is above him to talk to and offered no other resolution but to wait for a Callback. My wife finally got a call back from a Bob approx. 1:00 Tuesday and then Steven called her back stated he would personally look at the Vehicle himself. Mr. Steven called my wife back again and stated he would not charge for the General Svc and he could not find an issue with the Reservoir but if the issue continues, to bring the vehicle BACK! The vehicle was delivered back to my wife that afternoon. Tuesday afternoon my wife shows me Several, Several grease prints on the door, steering wheel and seat? I am exhausted with Your Service Team and have also notified our Salesman Michael Massey of the Issues with pictures of the Grease Prints! As of Thursday Morning, Today, I am still pending a Callback from your Service Team because I asked that I get a callback. I am sure the Driver of the loaner when delivering the Vehicle experienced the Repeated starting issue and at that time should have communicated with someone about Loaner issues especially my Wife. My Wife periodically started the loaner because she was concerned about being stranded! Our weekend was spent at home!!! The effort to get some assistance was NONEXISTENT! Mr. Diaz, I am in the Service Industry and I strive to NOT PROVIDE this type of Service to anyone. This is our Third Vehicle from your Dealership and we have No Justification to return and go thru this experience again. Your Service Process is in Major Need of Review and I welcome you to call your Service numbers to see How Your Company makes doing business very difficult. We are very Disappointed! More

I bought a 2019 F-150 XLT FX4 on May 3, 2022. The problem started when they had to fulfill what they agreed on once we signed. There were items to be taken care of after the sale and I was to dro The problem started when they had to fulfill what they agreed on once we signed. There were items to be taken care of after the sale and I was to drop the truck off so they could be completed. Some items were completed and some were done but not as promised and discussed. One item I kept asking for was the wheel lock key because the truck had locks on them and if they weren’t going to give me a key then replace them with regular lugs. I got nothing they kept saying they can’t do anything about, they sell the truck as is. Then when I brought it up to my sales associate he was like I didn’t know it had them on it when I had repeatedly told him about it and he had seen them when he walked the truck. When I dropped off the truck I mentioned it in the list of items. Didn’t get done and then at pick up brought it up again, and nothing. When I dropped off the truck, the sales associate that I had worked with was not there, so another associate was helping me. I had him call the other sales associate and go over all the items and make sure to confirm all of them, then when I brought the call up to the sales associate later on when I came to pick up the truck, he said that he never got a call when he did pick up the call and talk to the other associate when I did drop off the truck because I was standing in front of the other sales associate when he called, and he acted like he never got a call never knew about these items and that doesn’t make any sense to me when the other associate had to confirm everything because he had no idea what was going on so when you get a call from another associate and you do it by her standing in front of you the customer and you say you never got a call that doesn’t make sense to me like why would you say that? He told me that he didn’t know it had wheel locks on it, why would you sell the truck or even any vehicle and not know what’s going on with the vehicle it’s a courtesy for the customer that you guys take care of the vehicle before you sell it, right? If it has wheel locks on it, they need to have a wheel lock key, if you need to take the wheel off if you got a flat tire, I can’t takeoff the tire without a key. Why is that on me to make sure that I get it cut off or get new Lugnuts on it it’s a safety hazard. I even said the key should be in the vehicle why is not in there and they were like we don’t know what the previous owner might have done with it. Then if you know that then why not get the key replaced or the lugs replaced. Then I got suspicious and contacted the previous owner. Turns oit he traded in the truck while he was there servicing it. He specifically remembers the wheel lock was in the glove compartment from they day he bought it to the day he traded it in. He also had left a boat lock in the truck. And he contacted the dealership the next day to ask for it and they said they couldn’t because the truck had already been sent off to Auction which was a lie. Because the truck was still there. Keep in mind this truck was bought at Grapevine ford originally and sold back to the same dealer. Then they put it back up for sale at the same dealership known as Grapevine Ford. If you know a vehicle has wheel locks get the them replaced or get them taken off and get regular lugs on them. Grapevine Ford is not there for the customer from the experience I’ve had with them. I would really like to talk with the GM or Manager on getting me a key for the locks. I am not happy and did not like my experience at Grapevine Ford. Another thing I did not like is that they would not agree on getting the tires replaced when they were almost worn out. Just barley making it past the allowed tread depth for inspection, this is something that I had to be ok with which did not make me happy but I needed the truck so I had to be ok with it. When you pay $44,000 for something you shouldn’t have to worry about small things like this. They are not here for the customer from my experience. More