The utter lack of communication and disrespect I received - westbrooke
The utter lack of communication and disrespect I received from this dealership is actually disgusting. Every update I received regarding getting my car diagnosed, I had to seek out myself instead of being informed by my service representative. This is despite it taking not one, not two, but over two weeks to be diagnosed. To get any update at all, I had to call multiple times even to get connected to a service representative.
Then when I received my diagnosis, I was given one option that “might” work and the insensitive question of “how attached I was to this vehicle?” After debating my only provided option outside of buying a new vehicle, although mine is just over 8 years old, I, again had to call back multiple times to connect with someone to discuss other options. Every service representative I spoke to gave me different options for different prices, making it very frustrating that not only could nobody give me a straight answer on A) what was wrong with the car and B) how it needed to be fixed, but not a single service consultant nor the service manager could provide valuable consult to me on what my next best steps were.
When I finally contacted my service consultant to discuss this, the conversation was ANYTHING but helpful. His demeanor was extremely patronizing, starting with the statement, “Do I need to speak to you or should I call your dad?” This conversation provided no further insight or opinion but he once again suggested I think about moving away from a service option toward investing in a new car. Throughout the call, every time I tried to speak to voice my frustrations on the lack of communication or sensitivity to the fact that I needed to make a hasty decision to stop paying hundreds of thousands of dollars for a rental car, the service consultant talked over me to the point that I had to ask him if I could finish speaking.
Never in my life have I experienced such disrespect and sexist, condescending behavior. After this, I had no more contact with Covert Ford.
All future communication was handled by my father, who does not own the vehicle but was the only one who could seem to get a straight answer. After he authorized the initial “possible” fix service for over $2400, they informed him that the car would go forward but not reverse. A few days later, they told him that they lost the key to my car.
At this point, we decided to drive over 6 hours to retrieve the car from Covert Ford and tow it to another service provider across State Lines. When picking up the vehicle, I can say that nothing had changed. We were still met with an unprofessional tone and attitude that anyone should be disgusted to use when speaking to another human being.
Our service provider continued to be a patronizing xxxxx and insisted that our quoted price was incorrect and there would be an additional tax and "shop supplies" fee, despite our quote including labor, parts, tax, etc. After all that time and money spent, my car barely crawled forward when I got it back, essentially in the same sorry state as when I first brought it in. It's disheartening to see such little progress made despite the lengthy service period of over a month.
I am overjoyed to be wiping my hands of the disgusting display of customer service and business at Covert Ford and moving to another servicer. You all should be ashamed of how you have conducted yourselves and how you have let your employees conduct themselves.
My previous admiration of Ford is forever tarnished. Despite coming from a Ford Family, I can confidently say I will never purchase another Ford vehicle in my lifetime nor will I encourage anyone else to either.
You've truly outdone yourselves in the art of being utterly useless and incompetent.
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