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Businiess name:
The Ford Store San Leandro
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Review by:
citysearch c.
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Review content:
Probably my service situation is more critical because of electrical issues with the My Sync product on my 2013 Ford Fusion, however, here is the issue with this organization. Everyone is polite, but everyone is not set up to operate as a team. You notice this when you first arrive for service after making an appointment: There is no one to check you in. Hire the extra service manager to simply manage check ins. You can wait 15-20 minutes before someone actually helps you. Along the way a lot of people say "someone will be with you shortly, thanks for your patience" but that does not help with customer experience. Next, it takes 10-15 minutes to do car/problem intake once you get the attention of a service manager. Why? I wrote down my problem during the online reservation. To get an estimate? That could have been done better if someone simply was available at a front desk. Even if I waited in line, I'd at least know someone was there for me. Finally, I have a 1 year old new car with 11K miles. It continues to have MySync problems. I say so when I make an appointment, yet when I show up, invariably the message is "Sorry, but we may have to keep your car overnight." While they are happy to give you a free rental car (don't wait for it, walk across the street to Enterprise shop, the staff of which, while also friendly and helpful, will have you wait 1/2 hour while they process the paperwork from Ford). That's not what someone like me with one car can afford wait for. It seems that they are serving a large population of people and therefore are understaffed. It might be less expensive to open another warehouse somewhere (like empty Ford Truck Store site in West Oakland) to off load and take on the volume of business their reservation system signs up for them. Finally, while I bought the car here, and was reasonably happy with the transaction, I have been unhappy about the car (simply cosmetic things already breaking) and the stated mileage which was 10mph lower than advertised. Shame on me for not reading further on the net about that. So, between the on-going issues with maintenance management on a new car (3 visits with flaky MySync software still unresolved), much lower actual mpg (why I bought the car), and general lack of operational support for service, I may have to consider driving further to a different Ford store to get better service.
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