Lindsay Ford of Wheaton

Incredibly poor communication and customer service. Letter to General Manager that was ignored follows - December 9th, 2021 Dear Mr. Smyth – I booked a service appointment at your dealership Letter to General Manager that was ignored follows - December 9th, 2021 Dear Mr. Smyth – I booked a service appointment at your dealership for 7:30am Thursday December 9th – and dropped off the vehicle late in the day on December 8th. I had trouble with the battery – and had to get the battery tested and replaced. I was checked in without issue by your staff on Wednesday. Oliver asked about the issue to be addressed and checked the car in. I requested the battery issue be looked at – and requested 100K service – as the car just hit that milestone. I gave Oliver the keys – and summoned a cab to take me home. Shortly thereafter – I received a text from Oliver letting me know if I needed anything during service I could communicate using the text system. Admittedly – I was impressed with the efficiency. The following afternoon – at 12:30 I was notified by text that the car was evaluated and the report was sent to me via e-mail. Once again – I was impressed. I immediately reviewed the report and responded with an authorization to proceed with selected service items. I did not hear back from Lindsay that afternoon. I received a text the following morning at 9:30 stating my car was ready for pickup. I finished my calls and signed out of work at 2:30 and took a cab to Lindsay – arriving at around 3:30pm for pickup. I met with Oliver who explained the work that was done – and asked me if I had any questions regarding the service or invoice. When I said all was good – he invited me back to the cashier to clear my balance and thanked me once again for using Lindsay Ford. He walked me out – and said that the car would be brought around front. After a few minutes waiting – he came out and said he would check to see what was causing the delay. He came back 5 minutes later and apologized – as the car was still in the service bay. The car arrived – and I started on my way home. Within a few minutes of driving the car – I was feeling some hesitation when the engine kicked on from the battery start (The vehicle is a hybrid). I was about half way home when the issues started getting more pronounced – and the engine light came on flashing. I pulled into a parking lot – and immediately tried to reach Service. It took a few attempts to reach someone in service – but finally reached Oliver around 4:20. I explained the issue – and he gave me the number for Past and Present Towing. He said they would pick up the vehicle to return to the dealership. Oliver apologized and explained that he was not working on Saturday. He said he would be sure that someone on the Saturday schedule would check in the car when they got in that morning. I reached the towing company who picked up the vehicle around 8pm for return to Lindsay. Oliver clearly explained that he could not guarantee the car could be seen before Monday – but he would try. I was not happy with his news – but certainly appreciated his honesty. I attempted to reach someone at Service 3 times on Saturday morning between 9-10am. I wanted to be sure the car arrived safely – and someone would check it in. On all occasions the phone was answered by the switchboard – and transferred to service. Unfortunately – the phone rang for 5 minutes before the call was ultimately cut off. Frustrated - I was arranging for a cab to take me over to the dealer when I received a text from PABLO in service. He said that the car was received for service – and I could reply to text should I need anything. I was relieved that I had confirmation the car was received and went through intake – but wanted to know if the car would be seen. I requested that information via text – and did not get a response. I tried to call again – and was not able to reach service. I assumed Saturday was busy – and the service was limited. I assumed that because I could not reach anyone – my car repair would be pushed to Monday. I called my daughter and made plans for a late lunch. I hopped on Metro – and I went into DC for the day. At 2:28 I received a text from Pablo letting me know my car was ready for pickup. He explained the issue was bad spark plugs – which were replaced. This was a bit frustrating – as I was now in D.C. with my daughter – and would have to cut short my plans. I responded to the text asking what time the dealer was open until. I got a response back within a few minutes letting me know you were open until 5pm. I finished lunch – and got back on metro to head back to Montgomery County. I arrived at Lindsay around 4 and asked for Pablo. He was not available – but a young lady pulled my ticket – and said someone would pull the car around front. A car pulled up a few minutes later and the gentleman asked if I was the one in need of a courtesy car. I said it was not me – I was waiting for my vehicle from service. He dropped keys to courtesy car inside and went back into shop to look for my car. The car pulled up 5 minutes later – and I was off. The vehicle was running as it should – and seems to be holding up. Here are my thoughts on my Lindsay Experience… 1. Your service desk staff are well trained – and hit all the proper notes for a great customer experience. I was treated with courtesy, respect and my questions were answered clearly and any concerns were assuaged by staff. 2. I did not feel as though I was being “sold” for unnecessary services. Offered services were clearly described and I had the opportunity to approve or deny. 3. It was clearly stated that customer service was important – and they would work diligently to be sure I was pleased with my experience. 4. Upon pickup – issues addressed were explained and invoice was reviewed. 5. It was made clear that the post service surveys were important – and to please be sure to respond with positive feedback if I felt all was good. I have been in sales all my life – and have been in this system. Oliver hit all the proper buttons – and should not be dinged for this transaction. My concerns: 1. No one should have to wait 10 minutes for their car to be pulled out from garage for pickup. It did not happen once – it happened twice. It leads me to believe you are understaffed or there is a communication failure between front of house and back of house. 2. Cars should be test driven after service to be sure all is well. While it may be policy for mechanics to do so – my perception is that my car was not tested adequately after service. The issue presented almost immediately after I drove off. I am sure you know – perception is reality. 3. No offer for a courtesy vehicle after my breakdown. Adding insult to injury – I was offered the keys to a courtesy vehicle mistakenly on pick-up. 4. No offer for a ride home or reimbursement for cab fare. 5. Text system that is in place is an excellent feature if used properly. A customer using this system and not getting a response makes this system a liability instead of an asset. 6. Not answering phones – or arranging ring back to the operator – is frustrating and problematic. Why am I taking the time to explain my experience? Mostly because of my frustration with management. I appreciate and admire service oriented businesses. Over the years I have worked with very good ones – and unfortunately some that were not so good. Putting this system in place requires support. More often than not – it is the support that is lacking when there are issues. If a sales person is going to be compensated with bonus or spiffs based upon this program – it is imperative to be sure that they are supported. I understand that businesses work on slim margins – and to be efficient – you sometimes work with less. I do not believe that offering a courtesy car is necessary for regular service. However - I do believe that when mechanics screw up – it should be policy. If a courtesy car is not available under these circumstances cab fare or a ride home should be offered. (Without customer asking) In my case most of my frustrations were due to mechanics not checking their work. Ancillary issues caused by this problem the were inability to reach anyone by phone – and your automated texts not being responded to in a timely fashion. When without a vehicle – alternate arrangements need to be made to schedule your day. Inability to communicate efficiently causes unnecessary stress and inconvenience to the customer. See this note not as a complaint – but as a gift. Making the changes necessary to avoid my poor customer experience fall squarely on management. Having them coherently communicated gives you the opportunity to make improvements. Respectfully - Gerry Dunn More

horrible dealership, on their website they say they will deliver the car to the house due to covid contactless delivery, we agreed on numbers, and asked them if they can deliver it 20 miles, the manager res deliver the car to the house due to covid contactless delivery, we agreed on numbers, and asked them if they can deliver it 20 miles, the manager responded back by saying why would I do that, I gave you a great deal now you have to give us something. This is while the COVID cases are surging! More

The person who helped me got my car was great 👍 it took just 30mins deal was done. I am enjoying my new 2021 Ford Edge just 30mins deal was done. I am enjoying my new 2021 Ford Edge More

Petra was very helpful, professional, and a pleasure to work with. She really took the time to explain different features of the vehicle I was interested in. I highly recommend visiting Lindsay Ford, and w work with. She really took the time to explain different features of the vehicle I was interested in. I highly recommend visiting Lindsay Ford, and working with Petra. More

Been to 3 dealers looking for an F-150 none would give me the price I was looking for stopped at Lindsay Ford and they made it happen!! Thanks to Fernando, you are the man!! the price I was looking for stopped at Lindsay Ford and they made it happen!! Thanks to Fernando, you are the man!! More

Antonio was super helpful in helping us pick out the right vehicle in our price range. He was able to make buying a car quick and easy. Definitely satisfied. right vehicle in our price range. He was able to make buying a car quick and easy. Definitely satisfied. More

I had the pleasure of working with Petra. She helped me pick out the safest and most economical car for my daughter, went through all the features and took the time to explain everything. It was a great ca pick out the safest and most economical car for my daughter, went through all the features and took the time to explain everything. It was a great car buying experience, my daughter and I are very grateful. More

Accommodating in every way, did not take too long from arrival to out the door arrival to out the door More

Petra was an absolute pleasure to work with. We looked at several cars and ended up coming back not just for the car but for the warm and friendly way Petra treated us and made us feel. Thank you so much, we several cars and ended up coming back not just for the car but for the warm and friendly way Petra treated us and made us feel. Thank you so much, we will definitely be back and recommend to all of our friends and family! More

I worked with Petra on several occasions and she was absolutely wonderful. She's the best the sales person I've ever dealt with and despite my busy schedule she was accommodating, knew her products and absolutely wonderful. She's the best the sales person I've ever dealt with and despite my busy schedule she was accommodating, knew her products and very thorough. I am definitely coming back with my family next time we are car shopping. More