(this should be "no star" rating) I purchased Hummer H3 from this dealership. I was shopping for H3 and found this one in the color I like and low mileage. There were other Hummers available here in the city, yet I drove to Folsom Lake Ford from San Francisco because of their reputation. I bought car from them because of the promised 101 point inspection, 60 day warranty and customer satisfaction guarantee. It seemed I had nothing to worry about. As soon as my husband and I signed papers, and were ready to hit the road, the troubles began. We heard rattle in dash board and "check engine" light appeared. The service department tried to fix the rattle but did everything possible to avoid costly engine repair. Three times they sent us away (we drove from SF and stayed in hotels) by telling us there was nothing wrong with the engine, spinning tales like: "air got into the tank, "random misfire and not to worry" and finally: "hose wasn't connected properly". I wrote to general manager, Mr. Jon P., and after that, service manager, Ms. Jo S. arranged for our vehicle to be inspected by the Burlingame GMC. The rattle was finally fixed and leaks in the cylinder head were found. The engine repair was estimated at $3500. I left a voice mail and send a fax to Ms. S. with this estimate, she didn't respond... We took broken car home and I waited two days before I wrote to Mr. Jon P. The next day I received a voice mail from Ms. S. In the message, Ms. S. instructed me to take the car back to Burlingame GMC to repair the engine. We did so. The car was fixed. But instead of paying for the repair, Folsom Lake Ford charged it to my extended warranty. After I picked up the car, I found out that this repair maxed out my engine coverage. I didn't think this was fair and wrote to Mr. Jon P. He brushed me off saying there was nothing he would do and that I got a "good deal already". (Seriously?) He also claimed he had offered to "take back" the car, which he never did. I wrote to company president, Mr. Chuck P., describing the situation, and asked to replace my extended warranty. I never heard from Mr. Chuck P. Instead I got an email from operations manager Mr. John S., stating that Mr. Jon P. had offered my money back before the repair was done. Really? No one at Folsom Lake Ford had ever offered me a refund. When I wrote: "I never received this refund offer", Mr. S. rudely wrote back in bold: "THE OFFER WAS MADE and you declined, end of story". Perhaps "end of story" is how Folsom Lake Ford defines "customer satisfaction guarantee", a slogan they proudly stick on the corner of your windshield as they send you out the door. I've been buying cars from Ford since 1999. This has been the worst experience with Ford dealer ever. It is especially disappointing at the dealership claiming to be in the top five in the US.
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