Jim Tidwell Ford

They had my truck for a month to do a 2-3 hour job of fixing the AC. They never touched it, lost the parts and never communicated with me. I always had to call them and they never called me back. Dropped truck off on 8/23 for warranty recall on the AC from Roush. On 9/13 I called to get the status and/or an eta. The girl told me they were waiting on the parts and she had done her job and all that she could do. I asked if she could call and get an eta. She said she ordered parts thru an email and didn’t have a phone number for Roush, lol. The next morning I called Roush. They were on the phone in 4 minutes and super friendly and helpful. They informed me that the parts were delivered at 12:24pm on 9/1! And that the warranty has been signed off on. So I called back left a message for the service manager, no call back. Called back, got another guy, then another guy, the a different service manager. Always said they were checking on it and would call me back. Finally on the 16th the service mgr said they found the parts but were waiting to get the warranty approved. But he was going to go ahead and pull it in then, and get the work done and worry about the warranty later. I never heard back Friday, never heard back monday 9/20 until I called at 2pm. I told him that My only off day was Monday and I’d like to come get it, if done because I was going out of town Wednesday night. He said they were still working on it, and it would go into Tuesday. I asked what time they closed on Tuesday 9/21, he said 7pm, and I told him I’d be there before then to get it. He said ok. I called at 4pm when my wife and I headed out on the hour and 45 minute ride. No answer of course, I left him a message. He calls me back when I’m 30 min away and says that they’re still working on it and wouldn’t be done that day! I told him I was getting it with or without AC. He said he’d get it out back together. I get there and it’s parked out back, never been touched. He lied and said that they had only removed a couple of trim covers around the engine. SO, Thursday, Friday, maybe Saturday and Monday and Tuesday….they took two trim covers off?? Ridiculous. They could’ve just been honest from the beginning. And worst thing about it all was no one was apologetic. So, I wasted 3 1/2 hours of drive time, a month without my truck with only 5,000 miles, and many headaches. Only to take it to another dealership to get it done within days. Big frustration. Very poor management.