Jim Tidwell Ford

I’ve come to this dealership multiple times for a simple oil change. I used to feel valued as a customer but no longer thanks to service advisor 2745 Johnathan (Johnny) Streetman. Typically, he does not speak or address you unless spoken to. He has no customer service acumen. It was clear that he was preoccupied and reluctant to divert his attention to assist me, which immediately made me feel unwelcome. He lied and stated “we do not take walk-ins” when I stated I was here for an oil change without an appointment. When I addressed that comment which was both abrupt and inaccurate he stated well it would be over 3 hours and I’ll have to schedule anyone who comes before you. While I fully understand and respect appointment scheduling and wait times, it was the tone, attitude, and overall disingenuous behavior that left a negative impression. I’ve never minded waiting, as I bring my work laptop and am prepared for delays. But the dismissive manner in which I was spoken to made me question whether I was welcome or valued as a customer. On top of that, Johnathan called me and stated the vehicle should be ready in 10–15 minutes. However, no follow-up ever came. I continued working while waiting for a callback, text, or email—none of which I received. Meanwhile, I watched as other representatives actively engaged with their customers, walking them through their service or informing them when their vehicles were ready. Why was I left sitting for four more hours without any communication? That level of inconsistency in service is extremely frustrating and unprofessional. When I finally brought up the issue of the lack of communication directly to him, he took no accountability. There was no apology—only a defensive comment that he had “called to let me know it should be done soon.” Then, instead of showing any empathy or courtesy, he gave a passive-aggressive “Have a good day” with a smirk. This is not the level of service I associate with the Ford brand. I left the interaction feeling discouraged and disrespected, and I hope steps are taken to address the customer experience at this location. Consistency, respect, and clear communication should be the minimum standard—none of which I received during this visit.