Robinson Brothers Ford Lincoln

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Robinson Brothers Ford Lincoln
11455 Airline Hwy, Baton Rouge, LA 70816 (map)
Today 8:30 AM - 8:00 PM
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A Customer's Worst Nightmare
Written by wpagart on 12/26/2008

NO CUSTOMER SERVICE. The service department is very MISLEADING. They told me the only way they could tell if a recalled part on my car could be replaced under warranty was if I brought it in. When they told us it wasn't under warranty they asked if we would like them to repair it for $1700. When we declinied to have it repaired, they charged us $100 to release the car. At no time did anyone ever tell us that there would be such a charge. We subsequently found out that we could have called a 1-800 number to get the same information on the warranty. This was simply a ploy by Robinson Brother's to get our car in there so we might let them fix it. Also, the owner, Chip Robinson, did not return any of my phone calls. All the employees that I tried to resolve the problem with were very rude and saracastic. And Ford wonders why no one wants to by their cars... 1. Quality 2. Customer Service

  • Recommend this dealer? No
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robinsonford on 12/06/2010
We are sorry you had a bad experience. Robinson Brothers Ford has enjoyed a sterling reputation in the Baton Rouge community for over six decades because we do in fact care about our customers. We understand that we don't always succeed in satisfying our customers - that being said, there are also many times that there can be misinformation and a genuine misunderstanding when it comes to diagnostics and estimates of repairs for customer vehicles. As much as we would like to - we can't diagnose a vehicle over the phone, it has to be done by physically inspecting the car. As such, when it comes to recall issues and mechanical repairs - we have to determine if the concern the customer is inquiring about is actually the source of the vehicle problem. If the mechanical issue is not related to the recall, then yes, we offer to repair it as any other estimate of repairs. Obviously manufacturer recalls are paid for by the manufacturer and we are adequately reimbursed so there is no charge to the customer. Conversely, if it is not a recall related issue, our technicians do not work for free. If you go to a doctor, a lawyer, or any other specialist - there is always a fee. Our technicians are ASE certified, and highly skilled specialists. We are not in the business of taking our time to examine and give guidance to customers with mechanical issues with their automobile for no charge. There are numerous times that Robinson Brothers Ford repairs vehicles with good will and to our direct financial detriment - we are also heavily committed to our community as primary major sponsors of St. Jude and the Baton Rouge Speech and Hearing Foundation in the battle against autism. We hope that you will reconsider your opinion of our dealership. Our direct mission statement is to take care of people, and while we may have failed to have you see the value of our company on your last visit, we do hope you will give us another opportunity to earn your business. Sincerely, Chris Savage General Sales Manager Robinson Brothers Ford
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