This poor review only pertains to the horrendous customer service provided by the Service department:
I recently leased a 2015 Ford Fusion Energi Titanium from the Ford Store in San Leandro on November 29th, 2014. The vehicle had been okay until after 6 weeks a rattling noise was noticeable at speeds greater than 65 miles per hour. I called the service department on December 30th and was given an appointment for Monday, January 5th at 0900 am. My spouse dropped the car off early in the morning and our service advisor was Randall Jackman who told her that more likely the car was not going to be seen that day because they were extremely busy and that the car was going to be kept until the following day. He told her that he would call me and give me an update on the vehicle. At around 1:30 pm I called the service department to ask for Mr. Jackman and I was told that he was on his lunch break and that they would let him know to call me back.
At 5:00pm I called the service manager Mr. Andretti ( I believe) and I reached his voice mail where I left him a message regarding the poor communication and follow up from his service advisor Randall. Up until this date (01/11/15) I have yet to get a call from this Manager. I guess he really doesn't care about how his employees are conducting business in the service department.
At 7:45 pm Randall called me to tell me that he wanted to make sure he called me before his shift was done to let me know the status of my vehicle, I thought " really 15 minutes before you are leaving you going to contact me" How about thinking of my wife, she needed a shuttle ride to her place of employment and how was she going to manage to get home after that? Randall's total lack of caring was demonstrated on this issue alone. At any rate he told me that the car would be looked at first thing the following morning and that he would give me a call at 11:00 am to give me an update.
Again his communication was poor and I did not hear from Randall until 1:30 pm to hear that the car had been repaired. Apparently there were loose push pins that were making a panel rattle at high speeds. He ended his conversation with me saying that he was going to wash the car and have it ready by 5:00pm since it was the least he could do. BTW this is a service that is provided to most customers. When I picked up the car, it took him a while to bring it out and when he did the car was soaking wet like it just got out the wash. Most dealerships make sure the car is totally washed and dried before it is brought to the customer. Not San Leandro Ford.
So to say the least, I will not be returning to this dealership for any service whatsoever. I will have to try another Ford dealership near my area, but it might be a difficult task because reading yelp reviews on other Ford service departments it sounds like this phenomenon afflicts most of the Ford service departments.
Total lack of communication starting from the Service Manager all the way down to his service advisors. Shame on you Ford Store in San Leandro.
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