We recently purchsed a 2012 Ford Focus and were pleased with the car. After driving it a few times I noticed the car would roll back when shifting from reverse into drive. When I scheduled an appointment and arrived at the dealership, I felt as though my reservation was not logged or made aware to the service team (as if they weren't expecting me). When I re-explained my concern, the service representative immediately stated, without even consulting anyone, "that's the way those are, that's normal." I stated that I had made the appointment after JUST purchasing the car and made the effort to drive down to their dealership, I would appreciate the mechanics taking a look just to be sure there was nothing seriously wrong with the clutch/ transmission. After 1.5 hours a different gentleman told I was all set, no explanation, no followup. I left without an explanation (my own fault but after 1.5 hrs and poor customer service I was frustrated and wanted to leave). After my wife took our car on a longer drive, she complained that the car "chugged" along as if driving a manual and the clutch was slipping. We had a different Ford dealer inspect the car only to find that there was a serious clutch issue and needed major repair (warranty work thankfully). I am completely disappointed with the service of Ford of Franklin and hope their new construction includes a re-train of their staff, follow-up, communication, and listening skills. Our car is running much better thanks to the diligence of a different service department. Remember, (as I will), if the service people you interact leaves you feeling a unsatisfied, there's probably a reason and you should be cautious and do your home work, ask around!
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