Lithia Springs Ford

My experience today at the Lithia Springs Ford was deplorable. I am disturbed to have started my day with events that I will describe herein, and seek remedy and recompense for the horrid customer ser deplorable. I am disturbed to have started my day with events that I will describe herein, and seek remedy and recompense for the horrid customer service, causing me to be late for work, forcing me to void my appointment when I have a safety recall issued by Ford, and not providing any solutions to their internal issues. Someone contacted me via text message from Lithia Springs Ford on June 9, 2023, about an open safety recall on my vehicle. I am not aware of the name of this person, as I received texts from the Lithia Springs dealership in the past for various promotions. I began to correspond with this unknown agent about the terms under which I could bring my vehicle in. Because I was told that my wait time for my vehicle to be fixed is up to two days I negotiated that I would also receive an oil change (the works), my safety recall would be handled, and a loaner car would be waiting for me. I was to drop my car off around 7:00 a.m. and pick up my loaner vehicle to head to work. This did not happen. Upon my arrival, I was checked in by a gentleman that asked me for my phone number. I complied and was told that another gentleman named James is my service agent. I was taken to James, who also asked for my phone number. I watched him pull up my reservation, which I took the liberty of taking a picture of in case proof was required. Sadly, some people in this world are accustomed to poor customer service and pervasive ignorance that we live under the assumption that you will breach your contract through treatment and behavior. Therefore, we document, document, document to illustrate and highlight these atrocities. The picture that I took of the dealership's computer showed a drop-off at 7a.m. with a loaner car requested, and an appointment around 9a.m. Now let's go back in time a bit. When I was originally texting whomever from Lithia Springs Ford, I was ensured that all aforementioned terms had to be met prior to me even agreeing to confirm an appointment. These conversations lasted from June 9, 2023 to June 14, 2023. I would not agree to an appointment until I was guaranteed that my oil would be changed (the works), Loaner vehicle provided upon 7a.m. drop-off time, and safety recall matters would be fixed. Once those terms were agreed upon we scheduled a date and time for service. I say we, because by the time I had gotten whomever I was speaking with to agree to my terms, the original date that was offered was no longer available. So we began to offer available time slots to one another and ultimately agreed upon Thursday, 06/22/2023. Let's return to my interaction with James. He seemed perplexed and asked me with whom I had spoken with to set-up my appointment. I explained the same thing that I would end up continuously repeating to other Ford employees; that I only corresponded over text and never was told the name of the person texting me. James seemed genuinely confused and told me to wait a second and walked away for help. This is where I began to question what the point of texting with a Ford representative for 5 days or more days to have to wait around. James tells me that some person named Chelsea is over the loaner cars but would not be in until 8a.m. The comedic part about that statement after he'd repeated a few times, was that it was in fact 8a.m. We both turned to the office that had been dark before and told me he would go see what was happening and saw that the light was on. James asked me to give him a moment while he checked on the loaner vehicle. He returned looking further perplexed with no answers and led me to this person named Chelsea. Here is where it gets disrespectful and outright egregiously antithetical to human decency, customer service, professionalism and self-respect or lack thereof. I step into Chelsea's office with no greeting, introduction, question of how she can support me through this clear internal error. More

Lithia springs ford staff is the best! They are kind and make sure you understand each step of the car buying process They are kind and make sure you understand each step of the car buying process More

I come to this dealership becsuse of the Service Representative Rick Cothran. I have many dealerships closer to choose. from. Representative Rick Cothran. I have many dealerships closer to choose. from. More

I love Lithia Springs Ford. They always go above and beyond. Richard is always so helpful and makes sure everything is done efficiently and timely! They always go above and beyond. Richard is always so helpful and makes sure everything is done efficiently and timely! More

Wayne was knowledgeable and accommodating and no ridiculous hard sell. I’m a widow and knew what I wanted. I was listened to and respected. The owner personally showed me how to use the technology. ridiculous hard sell. I’m a widow and knew what I wanted. I was listened to and respected. The owner personally showed me how to use the technology. More

Whenever I noticed that my car had a problem, the company tried to fix it promptly. company tried to fix it promptly. More

customer service was great . Waited 3 hours for a wheel balance. They definitely need more mechanics Waited 3 hours for a wheel balance. They definitely need more mechanics More

Communication was good! Facility is kept clean and organized! The service representative was responsible and available when needed. Facility is kept clean and organized! The service representative was responsible and available when needed. More

Bennie was very courteous and we appreciated the way he took our issues very seriously. They got it fixed and we are happy and will go back to them! took our issues very seriously. They got it fixed and we are happy and will go back to them! More

We are pleased with our car just one thing we thought you would have cleaned inside like others dealerships we have used over the years. Staff are very professional and polite and the waiting room is pleasa would have cleaned inside like others dealerships we have used over the years. Staff are very professional and polite and the waiting room is pleasant to sit in thank you. More