⭐ 1 STAR — Extremely Disappointing Service - miamiquinones9
⭐ 1 STAR — Extremely Disappointing Service Experience
My experience with Mike Reichenbach Ford has been extremely frustrating and disappointing, and based on what I went through, I would not return to this dealership for service.
I originally brought my vehicle in because of a mechanical problem. The dealership kept my vehicle for approximately 10 days, and I was not provided with a loaner vehicle. I had to pay for a rental car out of my own pocket. After their diagnosis and repair, I paid approximately $1,150 and picked up my vehicle believing the problem had been fixed.
About one week later, the exact problem was still there.
I brought the vehicle back and expressed my concern that the original diagnosis may have been incorrect. This time, I was told the problem was the fuel injectors and that the repair would cost approximately $3,900. Although I was hesitant after already paying for the first repair, I authorized the work because I needed my vehicle fixed.
Then, about a week later, I was contacted again and told that additional work was necessary involving removal of the cab, which would cost approximately another $2,500. What started with a $1,150 repair that did not resolve my complaint eventually turned into roughly $6,500 in additional proposed/authorized repairs.
During the second visit, my vehicle remained at the dealership for approximately a month. They did provide a loaner vehicle during that period, which I appreciated, but the overall experience was still unacceptable to me.
Even the smaller details reflected the level of customer service I experienced. My service representative promised me a complimentary car wash and gave me a voucher. When I attempted to use it, I discovered that the voucher was expired. When I brought this to her attention, I was simply told, essentially, “Sorry, I don't have anything else.”
For me, this wasn't about a car wash. It was about the entire experience.
I understand that automotive repairs can be complicated and that sometimes additional problems are discovered during a repair. However, when a customer pays $1,150, gets the vehicle back, and discovers shortly afterward that the original problem remains, then returns and is faced with thousands of dollars more in repairs, I believe the customer deserves a very clear explanation of what was diagnosed the first time, exactly what was repaired, why that repair did not correct the original complaint, and why the additional repairs became necessary.
Between the initial repair that did not resolve my complaint, the rental expense I had to cover myself, the extended amount of time without my vehicle, the escalating repair costs, and the poor customer-service experience, I have completely lost confidence in this dealership's service department.
I spent a substantial amount of money expecting professional diagnosis, communication, and service. Instead, I walked away feeling extremely dissatisfied with how the entire situation was handled.
Based on my personal experience, I would not recommend Mike Reichenbach Ford for vehicle service, and I personally will not return.
I hope management takes this review seriously and looks into how this situation was handled from beginning to end.
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