Hempstead Ford Lincoln - Service Center

First off, don't be fooled by the positive reviews. They send a link for you to give positive reviews and one if you had issues, so most people click the issues link if they had problems and that takes They send a link for you to give positive reviews and one if you had issues, so most people click the issues link if they had problems and that takes you to them directly not the review site, so you won't see negative reviews. I felt strongly that my experience should be shared so I made sure to post here. I brought my 2013 Limited Explorer in for service of the GPS system 3 times in 6 mo. Each time I was told that they had the fix. They did not. The last time it was in, they were so proud that they were able to fix the ambient lighting which kept changing color in me (ended up keep changing anyway, so even that wasn't fixed). I asked how the GPS was and they said, oh that we couldn't fix. As if it's no big deal. Well it IS a big deal. I rely on a. GPS for work to get to customers. Turns out that it was never going to work. It's a known issue with Ford Corp. so I was lied too once when I bought the car, nobody told me, 'hey, just so you know before you plunk down $40k, the GPS system doesn't work', and again when I was at service when they kept telling they would fix it. I asked for a Manager. I was told he was busy! Too busy to speak with a customer? Lol. I insisted so they went and got him. I asked him to replace my entire unit with one that works, since apparently, Ford Corp. says it's not all units that are bad, but a large number of them are. I thought asking for a new unit after giving them 3 tries to fix what I had was reasonable. I was told by the !anager, Ina. Tone reminiscent of the Sopranos, 'I'm not gonna do that'. When I asked why he told me that it wasn't his problem, it was Ford's problem. SERIOUSLY?!?! I told him that according to the sign, I was standing in Ford. According to him I was not. I was just in small and pop dealership. Lol. A MOm and pop dealership that just happens to be one of Ford's largest in the Northeast, lol. After some back and forth he told me to take up with Ford Corp. he wasn't going to do anything for me. The way he said it was very condescending and again, very Tony Soprano-ish. So I called Corp and they agreed there is a known issue but they have no time table to fix it. So now I have a $40k car that doesn't have the basics of a GPS in it, which I paid extra for mind you. So when you go to this dealer, and they talk about being part of the Ford family understand that they mean, until there is an iupssue. Then you're own your own. More

- Package deals don't allow for specific needs-assessments brought in by customer. - Mechanic is not readily available to address concerns. - Office service employees are ruder than you'd needs-assessments brought in by customer. - Mechanic is not readily available to address concerns. - Office service employees are ruder than you'd expect. - Initial mechanics input INCORRECT car manufacturer. DESCRIPTION: Took my Ford Fusion 2010 in for specific service requests. Upon entry of the service area, they brought my car on a scale, or service computer, and said my alignment was extremely off. They futzed around for about five minutes and figured out my car wasn't a Lincoln model, said my car was fine. Once I entered the service office area to follow up with the directions/specifications on what needed to be fixed - something I was told was recorded and implemented into their computer-base, the woman told me I didn't even have my name in the system, let alone have specifications. When I started to tell her what needed to be checked on the car, specifically my belt system, fuses being out (interior lights and radio), pistons being loose, and electrical ticking seconds before my car starts, she handed me a sheet directing me to which package I wanted to purchase. I told her none of them had what was require to check the problems I was bringing the car in to be repaired. Instead, I stood up and suggested I talk with the mechanic. My car was already gone, and was told, "Honey, it's already on the lot and in line for repair. Sit down." I managed to convince the service rep to input my specifications, and told her to give me the most basic package SHE thought would cover what met my concerns. I came back around 30 minutes before the service center closed, and the woman who took my requests was trying to flee out the door as I was entering. After telling her she had 30 minutes before closing, she came back in with me and went over what they did on my car. This process amounted to: everything on the package. She said they checked everything on my car I had requested and said it was not important enough to fix, and didn't charge for the check. Assumably saying "didn't charge" because they DIDN'T check my specifications. As well, she said the fuses weren't the problem, and had to bring my car back for a full electronic diagnostic. TWO MONTHS LATER: These specifications have worsened, I fixed the fuses myself (thus no 24hr diagnostic needed), and changed my oil filter because they never did. BREAK DOWN: - Customer Service: was BAD because the woman was rude and rushed me through the payment process, which made me feel skeptical of the services I asked check (which were never fixed). - Quality of Work: was VERY BAD because they did a crap-shoot job on the package I paid for, and didn't even let me talk to the mechanic, let alone fix anything I initially brought my car in to be checked on. - Friendliness: was BAD because the woman at the end was trying to convince me to give her all fives on this score, and didn't give me five friendliness, let alone customer service. However, the fellows who scaled my car initially were super friendly for the five minutes I met them, even though they botched the systems check AND my car brand (was NOT A Lincoln). - Overall Experience: was BAD because NOTHING I requested to be fixed or looked at was actually taken care of or cleared up precisely. I got a half-xxx oil change. - Price: was OK just because it was reasonably cheap for the oil change, but they could have charged me for claiming they checked it, rather than NOT charging me, but still claiming the checked my specifications. - Recommendation: on the contrary of marking NO, I'd actually recommend people NOT go here, rather than recommend somewhere else. My experience left such a bad taste in my mouth it's worth sweetening when I tell people how terrible Hempstead Ford Lincoln - Service Center (THE DEALERSHIP SERVICE CENTER) is to their customers and car owners. UPDATE: A computer responded to this review the same way the customer representative responded to me in real life. The Ford Motor Company will hear and read about my experience, as I will personally write and call them. On behalf of Hempstead Ford Lincoln's service center, I will refrain taking my car into any Ford service center. THEIR (sincere?) RESPONSE: Hempstead Ford Lincoln is proud to offer superior service and we are committed to providing our friends and customers with a pleasurable experience. Hempstead Ford Lincoln apologizes for your less than satisfactory experience. We can assure you that this is not how we work at Hempstead Ford Lincoln. We can guarantee you that we have taken care of this situation internally. We pride ourselves in having the most qualified staff on hand to assist you with any problems. At Hempstead Ford Lincoln, certified technicians trained directly by the manufacturer perform your maintenance. We truly hope you reconsider bringing your car to Hempstead Ford Lincoln for service in the future. More

Service appointments consistently result in a return visit as items are not fixed right the first time. Dealerships policies on service seem to vary from service personnel to service personnel and bill visit as items are not fixed right the first time. Dealerships policies on service seem to vary from service personnel to service personnel and bills are not clearly explained. Car is returned often unclean with stains on the carpet mats and the seat and floor protectors rolled up in the back of the car. On a recent visit, when asking for clarification on charges and a policy quoted to me earlier in the day, the remaining service department member was dismissive stating either I take it as is or leave the car and contact my original service personnel. After reminding him that I took a train and bus to get to the dealership to pick-up my car and simply wanted clarification on the dealership's policy towards a particular service, he continued to be dismissive and state that he does not know. After six service visits, no more. This was not the first time I struggled to get answers when presented with a bill, but it was the last time. I'm sure the sales department is very good as per other reviews, but service is a commodity and a poor one as per my experience. I'm off to find another Ford dealership or someone who services these cars. More