2019 FORD Mustang

Service Department is a NIGHTMARE!!!!

Customer Service: 1.0 Quality Of Work: 1.0 Friendliness: 1.0 Pricing: 3.0 Overall Experience: 1.0

DO NOT BUY OR LEASE A CAR FROM NEWINS FORD UNLESS YOU PLAN ON HAVING IT SERVICE SOMWHERE ELSE!I leased an Explorer 2 1/2 years ago. Sales dept was very good and pleasant. No problems. Service dept is another story. i'm not sure they know what they are doing. They certainly are not organized or efficient. And I have had to deal with multiple rude people. One woman in particular named Bonnie. I don't think she could care any less about her customers. Any dealings I have had with her have been problematic. My car has had multiple issues and I would consider it to be a lemon but unfortunately it did not meet the legal criteria. We initially had to deal with a malfunctioning lift gate. Not usually a big deal I would guess except that it wouldn't register as being closed sometimes so the light would stay on and it drained the battery on more than one occasion. This repair required multiple visits for service. They could not figure out the problem. At one time they had the car for 2 weeks. That time we were lucky and got a loaner. Most of the time there isn't one available.I was once told they only had 6 loaners. Plus they were all Ford Focus. I had an Explorer for a reason. We have 3 kids who are all tall. They do not fit comfortably in a Focus. Sorry. That's all they have. Other times were told no loaner available for weeks! If your only gonna have 6, why bother having them at all.I have had to rent a car for multiple service visits. Each time we go in for service, even when we were there multiple times in a span of a few weeks, Bonnie would ask if we had an extended warranty. SHE HAD JUST SEEN ME OR MY WIFE ABOUT 6 TIMES OVER THE PAST FEW WEEKS WITH THE SAME ISSUE AND WAS TOLD NO EACH TIME. STOP ASKING! We were still covered under the car warranty but apparently, although there weren't any loaners for available, one would magically appear if we had an extended warranty. Another time I dropped the car off the night before. Received a call the next day after 4 (when technicians have all left) that my car wasn't ready. I had to ask multiple questions and after hemming and hawing for awhile they finally admitted my car had not even been looked at. WHAT?! They apparently forgot. And to Bonnie this was no big deal. Now had to leave car another day. But still no loaner. If there hadn't been multiple issues in the past this wouldn't have been so bad. But to make matters even worse, at another visit, I dropped car in the morning and received a call after 4 saying it wouldn't be ready. No surprise. This was routine for them. This time the tech assigned to the vehicle got held up working on another car. WHAT?! Instead of giving the car to someone else to work on, I now had to leave it overnight again. This was not an issue that required someone special to work on it. I realize other people have to have their cars fixed as well but not for nothing, we have had so many issues maybe once they could give a little courtesy. And guess what. No loaner. I bring up the loaner so many times because, of course, when shopping for car we were told loaners were available. My wife and I both work and have 3 kids to shuttle around. We need our cars, or an alternative, available. If you don't have them, fine. Just don't tell people you do.The last issue was when we had to piece of molding around the windshield that had cracked. Piece had to be ordered and we would be called when it came in. Received a call a 2 months later. Need to come in to have this done right away because the piece has been sitting in the dept for weeks and would be sent back if we didn't come in . That was the first time we heard anything about it. In the form of a threat. So we bring the car in. Get a call in the afternoon. Piece was changed but when being put in it cracked. Par for the course. I could leave the car there and they would get a new one first thing in the morning and replace it again. Knowing how this dept works I wasn't willing to trust then to get this piece overnight. I suggested I could come back the following Monday as I happened to be off from work. I had already taken the day off to bring it in for the initial replacement. Was told it couldn't be Monday because the technician wasn't working that day. It would have to be Tues. I said I have to work Tues, can't someone else do it on Mon. Was told no, they like to have same tech do the job. I asked why that would be necessary since he had just broken the first one. After further back and forth, I learned the real reason. Money! They had paid the tech for the initial replacement and he would have to do it over without getting paid again. If someone else worked on the car, they would now have to be paid. So it's Ok if I have to lose money by taking off from work, but not them to fix a problem they created. You would think they would go out of their way to be accommodating. Not this place. Never anyone who seems to take our complaints seriously. And believe me I have complained many times. I have other stories I could tell but I have already gone on long enough.Bottom line-DO NOT BUY OR LEASE A CAR FROM NEWINS FORD UNLESS YOU PLAN ON HAVING IT SERVICED SOMWHERE ELSE!

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