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Disappointed, Frustrated, Poor Service Event
Customer Service: 1.0 Quality Of Work: 3.0 Friendliness: 1.0 Pricing: 4.0 Overall Experience: 1.0
Took our 2012 Ford Fiesta to Packey Webb for some Recalls, Transmission issues, and an oil change. Called ahead to talk with their Service Dept. to make sure they could get completed in one day - was told yes, they had plenty of parts.Dropped it off the night before. Started calling at 11 AM to get updates because if they weren't going to finish it I had to make other car arrangements. Called 4 times thru 4:30 PM, spoke with a Keith and a Brian and only got excuses on how busy they were. Also left multiple voice messages with Morgan, who I was told was the Service Writer for my vehicle. Never got much help from anybody. Brian did say to call back about 4:30 if I didn't hear from Morgan by then. Well, I didn't, so I called once again and got a Michael - finally some action. Michael tried getting Morgan on the line and when that didn't happen, he asked for my PH# and said he was going down to Morgan's desk to get some answers. Michael DID call me back about 4:50 to say the car will be done by 6 PM. Morgan finally called me at 5:45 PM to say the car will be done by 6 PM and we could pick it up after that.Went to PW at 7 PM and what another adventure. Went to cashier, paid for what we owed, and was told a Porter will bring the car out front - NOT. Waited for a while and then went back inside - looked thru the Service Windows and saw the car still in a service bay with the hood open - ugh! The Porter came thru the door and said 'this isn't good'. Finally someone from Sales came over to see what the issue was. He had to call the Service Mgr. at home to see if the car was done. It was, but they had to get it out of there and clean it. We finally got the car 1 hour after showing up to pick it up. My time is as valuable as theirs.Would I go back there or recommend them for Service - NOPE. I'll drive further and go to Willowbrook Ford where they know the meaning of Customer Service, actually call you back, and the Service Writers are responsive.