Robert Horne Ford

I experienced the worst customer service at Robert Horne Ford Service Department. I made an appointment to bring my car in for service on a Tuesday morning. I asked the assigned Service Advisor (Brandon K.) to call later that day to let me know how long they may need to keep my vehicle after their initial inspection. I did not receive a call later that day. I called on Wednesday afternoon to speak to my Service Advisor, but I was told he was busy at that time but he would call me back soon. I did not get a call back on Wednesday. I called back Thursday morning and I was told again that my Service Advisor was on a call, but he would call me back very soon. He did not call me back, so I called back at 4:30 PM and I asked to speak to the Manager of the Service Department. The man identified himself as Todd on the phone. I explained the situation and the lack of communication for the previous days. Todd said my vehicle was in the shop at that moment and that he would go speak to the Technician that was working on the vehicle and call me back within 10 minutes. I never received a call back that day. On Friday morning I decided to go back in person to the Service Department to determine what was going on. I asked to speak to the Service Manager, Todd, but was told he was in a meeting. But was told I could speak the another Manager named Mike. I explained to the situation to Mike and he went in the shop to get me an update. A few minutes later, a very apologetic Mike explained to me that my vehicle was not worked on at all since I dropped it off four days prior. He indicated that my car was #3 in line today for work. He provided me a copy of my work order which also showed no work had been done and he said there was excuses and they should have called with updates. I simply asked for my keys to take my vehicle elsewhere. It was most disappointing to have the Service Manager (Todd) tell me on Wednesday that they were actively working on my car at that moment. Clearly this Service Department has zero clue what customer service is and is not a trustworthy establishment. You will see many available appointments on their online self-service website. Clearly having an appointment means nothing. I spoke to another of their customers on the day I picked up my vehicle and he said that this location was notorious for bad service.