Planet Ford

I experienced a road hazard on 2/13/2022, called Planet Ford on i45 in Spring & asked if you all had availability to work on my car. I was told yes and that my case was assigned to a rep so I'm thinking ev Ford on i45 in Spring & asked if you all had availability to work on my car. I was told yes and that my case was assigned to a rep so I'm thinking everything is going great. A couple weeks go by and I hear nothing so I follow up and am told my car is supposedly being worked on, which I find out shortly after is a complete lie because my car was out in the lot, same spot with no movement.... and I call up to ask what the deal is to be told suddenly that there has been a delay in starting as the team is backed up in workload. Really??? Of course I had to follow up yet again because no one was calling me with status updates... and when I do, I'm told the original rep got fired so my case was handed over to someone else, thus delaying the case even more. At this point I'm irritated because 1. Why am I finding this out weeks after I hand in my car 2. Why do I have to call back to back to get a status update? Isn't that Ford's responsibility to follow up with me & let me know where I stand??? 3. No one is in direct communication with my insurance provider at all because I'm having to put the Ford rep and my insurance guy in contact constantly, going back and forth between the 2 as if I didn't already have a full time job AND 4. Knowing that they're weeks late and I only have 30 days with a rental vehicle, WHY DID NO ONE OFFER ME A LOANER? I had to literally call back to back to back, freaking out about being left without a car & a ride to work due to their irresponsibility for them to finally agree on giving me a loaner vehicle... but told me I'd need to pay for it (????) I have to pay for a loaner vehicle due to delays that I did not cause and were never communicated to me, really? Make it make sense. All of this caused me extreme panic and chaos, I couldn't focus on my work, I had to miss a day of work (that Ford didn't pay me for) while I figured out how tf to get to work, I had to pay for UBER out of pocket (that was not reimbursed) & when that became financially burdensome, I had to beg for rides before they FINALLY gave me a xxxxing car. Once I get it, it takes another month to supposedly get the parts in and change the part (changing the part itself takes a max of 1-2 days, AT MOST. The timeframe was elongated due to parts not being readily available but 2-3 months of a backorder, really? Why Didn't they say that before I just left an essential part of my life in their hands?) They gave me an estimated time of completion of 1 month and it ended up being nearly 3, from 2/13 or whatever until 4/29. Anyway, I'm calm, cool and collected throughout this entire process even though it's caused me so much extra stress, time and MONEY.... But I'm working with them, right? When suddenly I get a flat (because life happens). I get the flat changed on my dime and put a spare on it and now I'm being charged with replacing the tire at nearly $240 on top of everything else. I understand this is their loaner vehicle and they can make up the terms and conditions but all of this could've been avoided had they 1. been completely transparent about their capability to fix my car in a timely manner and 2. honored their word regarding the timeline for when my car would be ready to go. Nearly 3 months sitting out in the sun, chilling, waiting to be worked on while people ran around doing everything but following up with me and upholding their word until I had to call in back to back like a Karen is incredibly out of line. With that said, I've been incredibly patient and respectful with all Ford representatives, not losing my temper or raising my voice even once but I feel like that's where I made the biggest mistake. I'm too nice and considerate of others and that's how I end up in situations like this. I know that my car and my life are not a priority, but I'm a still a paying customer. All I asked for was for transparency and consideration but received the absolute bare minimum. Had I gotten my car back when your team promised to have it done, the flat tire would've been on MY car and not their loaner vehicle. xxxx happens, that's life but all of this could've been avoided with a little transparency. (Ignore the "people you worked with" section, that's not accurate. The people I worked with weren't listed). More

They were very friendly and pretty quick to respond. I was interested in a vehicle from them and would have gone to inspect and possibly purchase but my schedule would not allow it for a couple of weeks I was interested in a vehicle from them and would have gone to inspect and possibly purchase but my schedule would not allow it for a couple of weeks and a deposit would not hold the vehicle long enough so it was sold before I had the opportunity to take any additional steps in the purchasing process. More