Mario Hernandez | Page 2

Extremely Poor Customer Service in Service Department Just had the Service Manager, Mario Hernandez, tell me to “pick up my car, they will not provide service to me”. This happened after I voiced my disp Just had the Service Manager, Mario Hernandez, tell me to “pick up my car, they will not provide service to me”. This happened after I voiced my displeasure when they told me they were backed up and would probably not get to my vehicle until the next day. They were backed up from the previous day and when I told them a phone call would have been nice the service advisor told me nearly all of their service appointments took two days. This is an appointment that was scheduled in July for a Ford Safety Recall and October 24th was the earliest they could provide the service. The service recall letter stated the repair was less than one-half day and when I made the appointment no one told me otherwise. I have been a Ford owner for several years and have never experienced such a rude and calloused attitude from a service manager. More

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Do NOT take your vehicle here Absolutely DO NOT take your vehicle here for service or purchase a vehicle from this dealership. I have a 2015 Edge that I recently dropped off to hav Absolutely DO NOT take your vehicle here for service or purchase a vehicle from this dealership. I have a 2015 Edge that I recently dropped off to have repairs done on my power sunshade. When I brought the vehicle in, the sunshade would open and retract but would leave a small 1" gap on the right side. After getting it "diagnosed" the service department said that it would NOT be covered under the $4000 Ford Extra Protection plan I purchased. They told me that the repairs would cost me $9000. I told them I would take the car someplace else and when they brought it to me the sunshade was completely off the track and covered in black fingerprints and grease. And now the sunshade doesn't retract at all! They completely broke the clip on the left side of the sunshade and are now refusing to repair it and at least return the vehicle to the same condition in which I dropped it off. I called to speak to John Childs the service manager. They are not accepting any responsibility for destroying my sunshade or for their absolute negligence and destruction of my vehicle. I asked for his manager's name which he refused to give me. When I asked him for the number to their legal department he told me if I had an attorney they could go figure it out. The vehicle only has 28,000 miles on it and under no circumstances should the service department be allowed to cause damage to your vehicle and then say they are not responsible. My attorney has advised me to not remove the vehicle from their possession until ligations are complete leaving me without transportation and a car that I paid $50,000 for. Do NOT buy a Ford! Do NOT take your vehicle here! Do NOT purchase their bogus Extra Protection plan as they will find loopholes not to cover the necessary components. I guess when the service advisor Daniel Lopez says I own a Jeep because I see all the Fords that come through the service department here we should all take notice! Oh and btw, I've placed 2 calls to Mario Hernandez, the Customer Relations Manager and was told he would call me back. It's been 4 days and still haven't heard from him. More

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