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Huntersville Ford
Huntersville, NC
839 Reviews
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August 22, 2022
NOT THE SERVICE A CUSTOMER DESERVES. I called 2 weeks ago to set up a visit to repair my driver side door handle--getting out of car a month ago, the door handle (inside) cracked and br I called 2 weeks ago to set up a visit to repair my driver side door handle--getting out of car a month ago, the door handle (inside) cracked and broke, it lost tension, and it was obvious the handle needed to be replaced. The first appointment was today August 1. When I made my appointment I asked how long it would take to repair--1.5 hours was what I was told. I arrived today. I waited a few minutes at quicklane and then was told oh, you have to check in inside. Neither service person was at their desk. Another 5 minutes later a service advisor came and I told him about my appointment. He asked if I was leaving the car. I said no, I was told on the phone it would take 1.5 hours to repair. He said I'd have to leave the car ALL day, they might not even have the part, and first they'd have to diagnose the problem. WHAT?! I pondered my options and was told the DIAGNOSIS (of my known broken handle) was $160--ok I said how about you figure out what you have to do, and once we get that figured out, I can decide what I'll do ahead. I was trying to cut my losses for the time and scheduling I had already put into place to come get my handle fixed. While waiting, about 30 minutes I decided to google broken F150 (2011) handle. A minute later, putting in the model, I found the part for $50 online. Then I googled how to replace a door handle on an F150 (2011 type models). It became apparent to me, everything I was being told was ridiculous. Diagnosis? I didn't tell you my car was making a funny noise; I told you the handle broke on the inside, the plastic piece cracked there is no diagnosis. It needs a new handle. So I went back to the advisor and said hey, I'm not comfortable staying here, what I was told on the phone is not what is happening--I want to take my vehicle and leave. Wait, wait, the tech is almost done, yeah he says your handle is broken. And we do have the part in stock ($115). How much to repair it? $600. WHAT? I'm not an auto mechanic, but I do have 25 years of schooling and training, the video I just watched, MAX, it shouldn't take over 1.5 hours to repair (what I was told when I called to make the appointment. What's the breakdown of $600--never fully got the answer, $115 for the part, tax, shop fees, labor.... Sorry, I'm taking my car. One of the managers, who was present for a lot of this discussion then said what do you think would be a fair price--I said my local guy I'm sure could do the whole thing for the most $300. Somehow, the manager, then said there was some kind of mistake on their estimate, they could do it for $361 (labor $246, part $115, + tax it was $391.12; it took another hour+ from that point, so my 1.5 hour quoted time was now 2.5 hours. So what went wrong? EVERYTHING. 1. customer asks how long it would take to fix handle, told 1.5 hours when scheduling; stick to what you tell the customer on the phone. 2. Don't tell someone with a broken handle you have to diagnose it for $160 3. Don't tell someone they have to leave their car all day to fix a handle which takes max 1.5 hours. 4. Be sure your phone people and service people are all on the same wave............even proposing to me (as the service counselor) that the obviously cracked handle needed to be diagnosed, this is how we do it here.......all ridiculous. Manager told me this is how the techs get paid........really, they get paid and you charge me $160 to tell me what I told you, that my handle is broken. 5. Don't lie to me and tell me that the door panel had to be taken off to diagnose the problem----later they told me the tech said he didn't take the panel off to see the broken handle. Of course, I told you it was broken. 6. Don't tell the customer the cost is $600, not even have a breakdown, then ask them to tell you what they think is fair, and then change the cost to roughly 1/2 the price you first quoted them. Very poor job today. More
by wolfeskin
Employees Worked With
Khai Nguyen, service manager of some type too
June 14, 2022
Clent my salesman worked really hard to find me a truck and help me get one ordered. He had a no nonsense approach and was straightforward the whole time. Eric the business manager was also very reasonable and help me get one ordered. He had a no nonsense approach and was straightforward the whole time. Eric the business manager was also very reasonable and nice to deal with. I would buy my next truck from them! More
by protekrob
Employees Worked With
Eric Basiliere, Clent Bines
June 06, 2022
I wouldn’t take either of my vehicles to Huntersville Ford for windshield wiper blades if they were the last place in the world. In August of 2020 I had $4700 worth of Cam Phaser work done on my 201 Ford for windshield wiper blades if they were the last place in the world. In August of 2020 I had $4700 worth of Cam Phaser work done on my 2013 F150 with 76,000 miles. 15 months later the SEL came on, pulled the codes and it was Cam Phasers again, so I made an appointed and brought my truck back on 11/22/2021. I spoke with my service advisor about the work previously done the year before and was told that the part and service had a two year warranty. A week later my service advisor called back, confirming it was Cam Phasers and all work would be covered, but parts were three weeks out. Three weeks later I got a call from the Service Manager asking when I had my last oil change because the motor is full of sludge and it looked like from their perspective the truck never had an oil change. I provided a receipt from an oil change when the truck had 85,000 and the truck now had 90,000. I also reminded them that THEY did an oil change when they did the Cam Phaser work in August. The Service Manager and I went back and forth for the next few weeks about what to do with the truck. I could not get an answer from Huntersville Ford about how they could have been in the motor a year ago, and not saw any of this sludge that now they are saying is catastrophic. Because they had no answer the convo then started to revolve around replacing the motor for $13k, or do an engine cleaning to remove the sludge. We determined that we would do the sludge removal, and I could drive it, sell it, or trade it in (trade in value $25,000 - $28,000). 1/7/2022 received a call from a Technician at Huntersville Ford that while on a drive after doing the sludge removal, the motor lost oil pressure and seized up and now I would need a new motor since this one was unrepairable. The conversation now turned to who was going to cover the cost of the motor. Huntersville Ford took no responsibility for the seized motor. Now they were saying "well we weren't sure the engine cleaning would work". I spoke to another local shop about it and he pulled the 'how to' for this process from Ford and it said that the oil pan needed to be dropped to prevent sludge from sitting in the oil pan. When I asked Huntersville Ford if they dropped the pan they told me they didn't so the oil pump pulled the sludge up and seized the engine. The Service Manager, General Manager, and myself went back and forth for a few weeks about what to do. I believed that they should be the ones on the hook for a new motor since it was their tech that either missed a problem in 2020 and they charged me $4,700. and because they offered a solution (engine cleaning) that destroyed my motor because they did it wrong. The General Manager offered me $9,000 as a trade for my truck, or were willing to split the cost of the new motor. After not having my truck for months, getting nowhere with Ford Corporate or the dealership, and feeling that I was basically being held hostage I reluctantly went the route of splitting the engine cost with Huntersville Ford. When my truck was finally able to be picked up in early April, I had to go find my truck in the back of the dealership even though the Service Manager knew I was coming that morning for it. When I first couldn't find it I asked the person at the counter if she knew where it might be parked and she couldn't be bothered to call anyone to find it, "It's probably out back somewhere". When I got in, It looked like someone spilled coffee or something on my center console/armrest/seat, they couldn't even be bothered to send it through the carwash for me. Then when I got home I realized the panel under the truck that covers the drain pan was left hanging. The entire experience with Huntersville Ford has been a disaster. I will never take my truck or my wife's Explorer to them for anything. More
by CParke
Employees Worked With
Stacy Cowan
June 01, 2022
Customer service was very great. Lara and her team took very good care of my vehicle. I appreciated all of their help and speedy service Lara and her team took very good care of my vehicle. I appreciated all of their help and speedy service More
by T.green0905
Employees Worked With
Lara
May 12, 2022
We had an appointment to get service done on our car and received multiple email confirmations so be driving down there only to find out they tell us that we do not have an appointment gross in.competency T received multiple email confirmations so be driving down there only to find out they tell us that we do not have an appointment gross in.competency This would be a good place to start a car dealership. More
by martylemons
Employees Worked With
no one specifically
March 16, 2022
I had issue with truck and Mr. Bob Sodie took care of it without question. I recommend anyone looking for a PreOwned or new Vehicle to do business with huntersville ford! I will do Bob Sodie took care of it without question. I recommend anyone looking for a PreOwned or new Vehicle to do business with huntersville ford! I will do business with them again. More
by Brycecoulter4sure
Employees Worked With
Bob Sadoie
March 12, 2022
The car aside because I could have found a nice mustang at any dealership the customer service from Eric and Zack was unparalleled they both have great personalities and the kind of smiles that make you fe at any dealership the customer service from Eric and Zack was unparalleled they both have great personalities and the kind of smiles that make you feel like family Zack knows cars and is easy to relate to and as for eric I have never seen someone from finance go so far from talking about life to giving me advice outside of the car they are the reasons I drove out of my way past other ford dealerships to come back to them and I don’t regret it even a little More
by Rorieferonte
Employees Worked With
Zackery Zinn, Eric Basiliere
