Service Department | Page 34

Once Again Excellent Customer Services I had gone on-line earlier in the week to schedule an appointment to bring my vehicle in to have two snow tires placed on the front as I already had s I had gone on-line earlier in the week to schedule an appointment to bring my vehicle in to have two snow tires placed on the front as I already had snow tires on the rear. My appointment was confirmed for Saturday (11/28). On Friday morning received a call from the person who oversees the appointment scheduling as she noticed that I had not included information as to the make/brand of snow tires which I wanted to purchase. As she stated to me, "we don't want you to come in on Saturday morning only to find out we do not have the tires in stock". I was able to get all of the information which was needed, called her back, and within 15-20 minutes she called backed having checked with the Parts Dept to confirm that they did have the snow tires in stock, and they would see me on Saturday. For me it is the little details that make the difference. I continue to be impressed with the level of customer service which each employees at VanBortal displays each time I have gone to the Marsh Road location. Continue to be a customer for life! More

Print

Tire Purchase and Tire Pressure Sensor After calling a different Rochester Ford Dealer with little to no assistance, I called Van Bortel and spoke with Ryan in the service department. He i After calling a different Rochester Ford Dealer with little to no assistance, I called Van Bortel and spoke with Ryan in the service department. He immediately answered my questions regarding the type of replacement tires needed for a 2013 Ford Focus and determined that the tires I wanted were in stock for a Saturday appointment with Quick Lane. I also needed a tire pressure sensor fixed on a tire that had already been replaced due to a flat. They double checked to assure there was no actual leak and then agreed that it was simply a missing sensor. Finally, there was a foam piece over the speakers in the rear of the vehicle that had deteriorated due to sun damage. They fixed it too for a nominal $8 and had the vehicle ready to roll early in the afternoon. Ryan was patient in answering my questions and provided excellent customer service that is unfortunately rare these days. Just an all around great experience. More

Print

Customer service I recently went it to have my F150 serviced. The consultant told me a price but when the final bill was printed, it was $70.00 higher than the price I recently went it to have my F150 serviced. The consultant told me a price but when the final bill was printed, it was $70.00 higher than the price he had told me. The consultant looked at the bill and compared it to the price he had scribbled down earlier. Without hesitation, he changed the bill to the lower price. He explained he had forgotten to add one of the charges to the initial price but that it was his mistake and that they stick by their quotes. More

Print

Recent Service Appointment I continue to be so impressed with the level of customer service which is provided by the team at Van Bortal Ford. Not only did Rocco explain to me f I continue to be so impressed with the level of customer service which is provided by the team at Van Bortal Ford. Not only did Rocco explain to me following the appt a couple of things to keep an eye on, he let me know that if it was something they felt needed to be addressed and taken care of immediately they would, but as he said "We are not going to let you drive away in a vehicle that we know there is an issue with and thus not safe, but this is not the case". He further stated at my next routine service appt they would look to see if the item needed to be replaced then. Also while I was there another customer was waiting for their vehicle and the service was taking longer than anticipated, knowing the time constraints that the customer was under; the Service Manager came out and not only apologized, but had set him up with a loaner so that he could get to practice that he was scheduled to run. As the Manager said, we want to make sure you car is serviced properly, but also don't want you to miss the practice either. Again, it simply goes to speak to the level of customer services and care which is shown by the team at Van Bortal Ford. More

Print

WOW -- Incredible Customer Service from the start!!! I had been experiencing problems with my clutch on my 2006 Mustang. In calling the dealership I usually got to, they were not able to get me in til b I had been experiencing problems with my clutch on my 2006 Mustang. In calling the dealership I usually got to, they were not able to get me in til beginning of June. So I had a friend say call Van Bortel and see what they can do. Immediately called, and without hesitation they were able to set-up an appointment for me that same week. Upon arriving to their Ford Dealership on Marsh Road, I was greeted by members of their staff at 6:30am with a "good morning, how can we help you today". Doug Hicks was assigned to me, and immediately asked one of the Service Tech (Steve R.) to take a look at my car to see what he thought, and before I could meet Steve at my car; he had gotten out confirmed it was the clutch, and explained to me (in language that I would easily understand) what the issue was, and what needed to be done. As this is my only vehicle, I let Doug know that I would need a loaner car if the clutch could not be replaced that same day. Throughout the morning Doug called to keep me posted, and when he called to confirm the cost, parts, etc. -- he let me know that one of the parts which was indicated to be in stock was not, but was being ordered, and would be in the next day. He then said, I've already lined up a loaner car for me through a Rental Car Company, and simply need to know what time I could pick up the rental car. Doug let me know what all of the paperwork for the loaner car was done, he could confirm the pick up time for me, and that I was all set. I have never experienced a level of customer service like this before. Very impressed I truly have to say, Doug and Steve throughout the process explained everything to me, and what I could expect. A stressful experienced was truly made less stressful by Doug, Steve, and the Service Dept Team; even Jeff who brought me to work that morning. I would highly recommended Van Bortel Ford to anyone who has a Ford vehicle and is looking for quality service, and a level of customer service that cannot be matched. Matter of fact, I now will be bringing my vehicle to Van Bortel for any and all service needs. You have made a customer for life!!!! More

Print

Van Bortel Ford does it right! Once again, Van Bortel exceeded my expectations. I stopped there because my windshield wiper fluid sprayers were not working properly. I didn't have a Once again, Van Bortel exceeded my expectations. I stopped there because my windshield wiper fluid sprayers were not working properly. I didn't have an appointment but drove into the Quick Lane. I was greeted by Kelly who said they would be glad to look at it. While my car was being looked at, she noticed my NYS inspection was due this month and asked if I would like them to do that as well. I ended up being there for only about 40 minutes, my washers were fixed and my car inspected. Try and do THAT at another dealer -- I don't think so The staff at Van Bortel is awesome and I would recommend them to anyone! Thank you Ms. Van Bortel for a great experience. More

Print

Winter coming...tires almost worn out Rebecca and Guy exceeded my expectations this week. While technically the "60000 mile" tires I had were not yet worn out (with 1-3/32 of tread to g Rebecca and Guy exceeded my expectations this week. While technically the "60000 mile" tires I had were not yet worn out (with 1-3/32 of tread to go), there were only 38,000 miles on them and winter is looming. I was given a pro-rated discount a new set of tires. Because the original brand was on backorder, I was given the option to buy a different brand. On top of that, they matched the competitive price for the different brand. It's the great customer service that keeps us coming back (from Chili). More

Print

Ordered an F350 We have purchased 2 vehicles in the past and from our 1st purchase we knew that we needed to look no further for a dealership we could trust. We are a We have purchased 2 vehicles in the past and from our 1st purchase we knew that we needed to look no further for a dealership we could trust. We are anxiously awaiting our 3rd purchase, a new F350 which our salesman Paul Bowers helped us build. We will be purchasing a truck camper in the near future and Paul was very knowledgeable about the "extras" that we needed for a safe truck/camper package. The same day we were making our truck purchase we also asked if the service department could do a LOF on our 2009 Fusion (we were overdue). They happily squeezed us in and asked us if we wanted to have them replace a tail light bulb (we said yes). We LOVE Van Bortel Ford, Paul Bowers and the Service Department! More

Print

Help with compassion!! My car decided to die one day after work. Being a single mom with no one here in NY to help I remembered my friend saying what great work Van Bortel My car decided to die one day after work. Being a single mom with no one here in NY to help I remembered my friend saying what great work Van Bortel did. So I had my car towed there and prayed for the best. I found Rebecca and Andrew helpful, supportive and professional when I was stressed and with no way home. I was given a loaner for the long time my car was being worked on. When I came to pick it up the wonderful people in the cashiers office helped me with the payment and even found my lost jacket. Ryan helped me understand the bill and warranty. Compassion, support and professionalism. Great team, great job and you have a new customer for life!! Thank you for taking great care of me when you could have taken advantage instead. Integrity!! WOW! More

Print

Pleasantly Shocked I have come to expect lackluster customer service or perhaps one person who acts like they are glad I stopped by. But at your dealership, I was shocke I have come to expect lackluster customer service or perhaps one person who acts like they are glad I stopped by. But at your dealership, I was shocked that every single person I encountered was over-the-top pleasant, friendly, and helpful, especially Brandon McKenzie who went out of his way to help me. I watched as the workers interacted with customers and I watched as they interacted with one another. I was impressed by the level of respect they showed one another. Van Bortel Ford is a special place and I will be sure to return for any automotive needs I may have. More

Print