Ty Mincy | Page 3

I purchased a 2019 ford transit from Walt Sweeney. When I inspected the vehicle pre-purchase, I noticed the internal computer was not in English. I requested that be fixed before I purchase the vehicl When I inspected the vehicle pre-purchase, I noticed the internal computer was not in English. I requested that be fixed before I purchase the vehicle. The car salesperson (I’ll leave out their name since I don’t know where this posts to) insisted this was an easy fix and it would be done. I waited over a week for the vehicle “to be ready.” Upon arriving on the day of purchase, at the scheduled time. I see our salesperson in the van attempting to change the computer language. Also another customer walked in, so despite me waiting over a week and scheduling an appointment, I was treated to service of being juggle between a different couple which simply walked in. I did not feel valued in this instance. I had taken off work to make this appointment and I did not feel like my and my wife’s time was respected. We had to wait multiple times while the salesperson attempted to serve the two customer groups. I know the salesperson is paid on commission so I understand, but my appointed time was not respected. The real problem is that the computer was not fixed. The salesperson said service could fix it real quick once we drove over to the service center. We took it to the service team and they said they couldn’t do it quick but if I brought it back the next day they could fix it for me. So after purchasing my vehicle, I drove it back the next day for my service appointment (I had to tell my work I was clocking in late and working late to make this appointment). I dropped off the vehicle and didn’t hear anything else from service. At the end of the business day I, not the service team, followed up to check my status. They said they needed both sets of keys and if I wanted to bring that by they could try fix it the next day. They never called me to ask for a second set of keys, they just left me to infer that…. I told them that I needed the van for a planned trip and that I would have to come back to finish the service upon return. Upon return from my trip I received a call that they were ready to fix the van computer. So I scheduled another appointment and dropped off my van AGAIN with both sets of keys this time….. I never received any update on my van status so once again I, the customer, had to call to get an update on the status of my vehicle. Well it turns out this time they decided ordering a part was the best fix and that the part wouldn’t be here for at least a couple of days. But once again no one informed me of this, they made these decisions without contacting me, and expected me to understand my situation without providing me any information. So I have now waited two more days with my van out of my hands. I called last night at 4pm before close to check my status and despite leaving a message with my two contacts at Walt Sweeney no one returned my call. I have felt totally undervalued as a customer. The system that the executives and management have put in place here, create a scenario where the customer is bounced around and unable to get to speak to someone who can provide decent customer service. A 30-day warranty is not worth much when the dealer is expecting the customer to leave their vehicle in service shop multiple days of that same warranty. Having grown up on the westside I trusted the Walt Sweeney name but this experience has really causes my to reconsider and I feel obligated to inform my peers of my experience. I thought you Walt Sweeney could do better…… More

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