I took my truck in to be serviced by Andy Mohr Ford in Plainfield on August 15, 2013. My wife had taken her car in several times and always had good experiences so I thought I would give them a try. I was told that I needed to have my front passenger hub replaced or else my tire would fall off. They also said that my front brakes need to be replaced immediately and that I would need to have my back brakes replaced fairly soon. I opted to have my hub fixed and front brakes replaced. As I was leaving the dealership, 2 lights came on my dashboard. Since it was late, I decided to come back tomorrow to have them look at it. 10 minutes after I left the dealership, after having spent over $800 in repairs, my entire tire and hub came off my truck while I was traveling at 45+mph. Lucky nobody was hurt when my tire came off but I did sustain body damage to my truck. I was then given a loaner car with a dirty interior. 2 weeks later my truck had been mechanically fixed but still needed body work. I picked it up to use it over a weekend and told the service rep that I would bring it back Monday. I was assured that I would have another loaner available. After driving it, I found that it shook at speeds of 50 mph plus. When I took my truck back on Monday morning I did not have a loaner available. I had to come back that afternoon and again got a loaner with a filthy interior, complete with dirty socks. It was at this point that I asked for a refund. Twice they had serviced my truck not fixed the problem, at one point endangering myself and everybody on the road with me. The service rep told me that she could not authorize a refund but that she would speak to Dan, the service manager. He was to call me that night or the next day. I never heard from him. When I call the dealership a week later, the service rep told me Dan would not refund my money. He was willing to fix my back brakes. After they had screwed up my truck twice I was hesitant to have them ""fix"" anything else. I repeatedly tried to contact Dan the service manager, but he was never available nor did he ever return my phone calls. If I ever wanted an update, I had to call the dealership and speak with the service rep. For a service manager to avoid a customer like Dan avoided me is inexcusable. I have never received such horrible customer service before. I work in customer service and I would never dream of treating anyone like I was treated. It took over 6 weeks to get my truck back. Needless to say I will never visit an Andy Mohr dealership again nor will I ever dream of recommending them to any friends or family.
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