Tuttle-Click Ford Lincoln

For the last 51 days my 2021 F-150 with 18,000 miles has been in the service department at Tuttle-Click Ford in Irvine, CA. I took the vehicle in because the back-up camera quit working and there was a notable vibration through the gas pedal when driving. Dropped the car off on May 30, 2023, and waited about a week and hadn’t heard anything so called my Service Advisor. Service Advisor stated he’d find out what was up and call me back. Service Advisor didn’t call back. A few days later I contacted him again and I was told that the front end needed a repair and stated the bearings needed replacement. Unfortunately, the bearings he needed were on back-order and he’d get back to me in a week or so. After another week or so went by I texted Mr. Service Advisor several times and didn’t hear back. I then called and he picked up and he told me the parts were going to be in soon and I’d likely have the car back in a few days. Another week goes by and now Mr. Service Advisor won’t return texts or calls so I call and ask for the Service Manager. I’m told that person isn’t in but that they’d have him call me back. The “Service Manager” then calls me back same day. He knows nothing about my vehicle and says he’ll look into it and call me back. Mr. Service Manager never calls back. After a day or so I call Mr. Service Manager again and find out the parts they need still aren’t in. I now hop on the Tuttle-Click website and find out that the “Service Manager” is just another Service Advisor playing Service Manager. I find out who the General Manager, Service Director, and real Service Managers are and shoot them an email with a brief synopsis of the situation and ask for a call back. The real Service Manager then calls me back promptly, but doesn’t know anything about my truck and says he’ll figure it out and call me back same day. Well, real Service Manager doesn’t call back same day so next morning I shoot an email to the General Manager, Service Director, and real Service manager and state that it sure doesn’t seem like anyone at your shop likes calling people back. That email prompts an immediate and rather angry phone call from the real Service Manager. I don’t want to get into the personal issues he had that prevented him from calling me back, but they were legit, and I ultimately told him that I’d have done the same thing and left for the day if the roles were reversed, but jeez, the tone of voice was something else. I guess the real Service Manager felt bad because he later called back and apologized. So the real Service Manager ultimately tells me the driveshaft needs replacement, not the bearings, but the part isn’t in, but will be in soon. I think from the point the real Service Manager got involved it took another six days or so to get me to today and I just now got the truck back here on July 19, 2023. So during the last five days I’ve been addressing my concerns and the general run around I’ve gotten with the General Manager at Tuttle-Click. I’ll state that he seemed reasonable enough of a chap and I told him straight up that I was essentially seeking a nice financial settlement to this debacle that would suit me nicely. Specifically, I asked the General Manager to pay off the current F-150 and give me $7500 off MSRP on a new 2023 F-150 Lariat Powerboost, which is what I have. The net loss to him on the trade value of my current truck was going to be $5000. I was perfectly clear that this was the deal I needed or I’d be sharing my experiences with the world. The General Manager said it was not a fair deal and told me there was nothing he could do more on the trade and that he could go up to $5000 off MSRP maximum. Since I don’t need a new truck bad enough to pay what I could probably negotiate at any other nearby dealer, I declined the offer and my review is here now for your consideration. I want to add that I paid nearly $2000 in payments on the truck while it sat idle and I got jerked around by Tuttle-Click. And finally, I’m sure some of you will say that’s what I get for buying a Ford!! I should have known and I had honestly sworn these off years ago since the transmissions kept failing on them for me. Good lesson learned….I’ll take the money when I eventually sell this truck and go back to Toyota or Chevy, which I’ve had better luck with quite honestly.