Lithia Springs Ford

My biggest fear (excessive charging/pricing) about taking cars to a dealership for service seems to have been justified in this instance. For my 2014 Ford Escape, I was charged $700 in labor costs (5 hours) cars to a dealership for service seems to have been justified in this instance. For my 2014 Ford Escape, I was charged $700 in labor costs (5 hours) for them to replace two turn signal lights, a socket (that holds one of the lights), and two radiator hoses (with the necessary coolant refill and purging of air pockets out the system). The total was $911. Added to that are two Uber rides (approx $20 each way) because I had to leave it overnight. Mind you, I had made an appointment and showed up at 8:00 am but didn't get the car back until the next day. The service mgr/assistant, Burnie, was the one bright spot. He was courteous and responsive to questions. His answers didn't help much. But he was respectful and very polite. He kept the rating from being lower. Maybe this is the nature of the business, but $700 labor charge (with a total of $911) to replace two lights and two hoses just seems excessive. I'm pretty sure that I won't be back there again... More

This dealership offers the worst CUSTOMER SERVICE of any business I have ever dealt with and most certainly any auto dealership. RICK COTHRAN should not address any customers. His interaction with me is in business I have ever dealt with and most certainly any auto dealership. RICK COTHRAN should not address any customers. His interaction with me is indescribable…he was rude for no reason. I brought my Explorer in for a factory recall and he tried to discourage me from leaving it, even though I received the notice. I mentioned I sometimes feel a jerking in the car and he quickly and cynically said “ you’re gonna have to pay for that, we’re not doing a diagnostic…do you wanna pay?”. I said the receptionist with whom I made the appointment told me to mention it to the Service Advisor which is why I did. He said the receptionists here don’t know what they are doing. I felt as if I was having an outer body experience because I couldn’t believe this company representative. Later, when I asked for a manager, I was referred to Richard Smith who said he was filling in for the manager who wasn’t available. I explained this ordeal to him and he said “ yes, he has rubbed me the wrong way as well, so I know what you mean”. He went on to say that I had a choice and didn’t have to deal with COTHRAN in the future and that I could work with anyone. The issue is the dealership knows that COTHRAN has no customer service skills and no cooth but still allows him to be disrespectful to customers. I recall speaking to him years back and the same horrible attitude was present. The deal here is that Richard Smith and the dealership are complicit in the BAD treatment I received by not addressing COTHRAN. I think it’s the culture and the choice of which customers get “good service”. #unbelievable More