The car was fixed to our satisfaction. The issue that we had was the lack of proactive communication and our phone calls were not returned on more than one occasion. Also taking 3 weeks to replace one button on a seat seemed a little excessive. We’re pretty sure that no one even looked at our car for the first week that it was in the shop because we called after it had been there for a week and we were told there was no status in the system and they would call us back. No one called back so we called again that evening and they said the issue was just diagnosed that morning. We could understand if you are short staffed and that it take time to order parts. If you let us know what’s going on we would understand. But, just keeping us in the dark is not good customer service.
It took almost 3 hours for an oil change, and I had a reservation and was told to plan on 1 hr 45 minutes. Your service rep did the right thing by covering the cost of the additive I agreed to purchase. I realize you do a lot of inspections as part of an oil change, which is great, so if your service requires 3 hours, let me know up front.
Already submitted comments
Jason was great! He let me know what was going on. He always called back when he said he was and the communication was above and beyond! I hope of I ever have to work with service Dept again I get to have him!
I haven’t actually ever received any service, any follow up or any sort of professional service by Grapevine Lincoln. After my car sitting in their parking lot for over 14 day in September, it wasn’t fixed. And nobody called to let me know the part was ordered. The car still has electrical problems. When i request valet pickup/drop off, they have been either late, or don’t call at all. Today, my pickup was scheduled for 9 am- I finally got a call at 8:55 am stating they had NO loaner vehicle available. This is a brand new 2020 Lincoln aviator with less than 9,000 miles. Not impressed whatsoever.
Pete is great. Makes us feel important and is always on top of things. He is one reason we come back time after time.
Pete was absolutely help and great! Ana was very helpful as well
As always Pete does an outstanding job!
Aaron is absolutely without doubt excellent and perfect. Thanks to him my van runs super. Mbe
My experience with Bob & the service department was great as always.
What I didn't care for was the fact I had to pay for the windshield trim that flew off my car as I was driving down the highway. I wasn't charged for labor. Thanks for that. It's left me with a poor feeling about Ford.
Thanks,
Dave Dudziak
****-****-xxxx
Miguel was very professional and courteous. He kept me updated and communicated throughout the process. I was happy with the speed of the service team.
Service tech was very nice but there was a communication gap. I had to follow up to check status a few times. Left a message on a Friday morning to discuss the emailed results, never heard back. So I came and picked up my vehicle and took it to another service center.
Christopher got me in right away for my oil change. Not only did he get me in quickly he also was able to send someone to pick up my vehicle from my workplace and had my service done in a timely manner. I really appreciate his promptness to my need. Thank you for a job well done and above and beyond!!
Great job , attention to details and fast service .. customer for life
Bob did a great job and I appreciate how he had the loaner car delivered to my house. I’m very happy.
First time there (just moved to Texas) and even though your lanes are backwards Tyler J got me goin the right way. Clean facility. ????????
Mr. Alfredo Zacarias was very helpful, and took care of my vehicle in a timely manner.
I highly recommend Grapevine Ford to my friends.
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