North Central Ford

I am a U.S. Army Veteran with two war deployments, Operation Iraqi Freedom and Operation Enduring Freedom. I share this so that people can understand that I live life with respect, honor, and doing the right thing. I chose my life in the military due to an overwhelming feeling of duty and service. I'd like to share the nightmare I've been experiencing at North Central Ford, in Richardson, TX. At the end of 2023, we decided to buy a new Ford Explorer. This was a huge deal because we hadn't had a new car for over 20 years. This was due to the many obstacles that we had to encounter after I came home from war, like sleepless nights and PTSD. It took a while before I could adjust to the norm and civilian life. We chose this location based on reviews, which are very important to me. On Aug 2nd I took our Explorer in for a regular oil change. When I arrived, I was told it wouldn't take long and that I would be out quickly. After two hours of waiting, I spoke to a service rep only to find out they weren't close to being done. I was told it would take an additional hour to complete the oil change. I immediately informed them I couldn't wait long and had to head back to work. I was told that they would do their best to get me out as quickly as possible. I headed back to the lobby to wait. Miraculously, I was called up in less than fifteen minutes after I spoke with the clerk. This made me feel a bit uncomfortable because I had just been told that they needed another hour. I want to be honest and say that I don't believe my oil was changed that morning. On Aug 13th I made an appointment for a recall SYNC Software issue. The recall was for an instability that resulted in a black touchscreen. Since I learned my lesson the first time, I called ahead and asked to see how long it would take for the repairs. I was told that it could take two hours or two days. Unfortunately, the time changed when they looked at my vehicle. I was told that it was going to take up to five days. They were good about giving us a small car to get around. Late on August 14th, we received a call that the SYNC Software issue was fixed. We were so happy to get our new car back. On August 15th I arrived early at the dealership to pick up our Explorer. I sat in the waiting room for about an hour when a manager found me in the lobby and told me that there was an accident with our new car. I was completely taken back... I didn't understand what that meant. The manager explained that one of their porters, who was moving our car, accidentally backed into something, damaging our vehicle. I was told that they were going to have to take our new car to their body shop for repairs. I was also told that they would expedite the repairs and that it should not take more than a week for us to get our Explorer back. On Aug 27th I received a phone call from the dealership explaining the procedures they would have to take to get our car looking new again. I was told they needed more time. The damage was extensive to the bumper, and they would have to completely replace it. The rear door would also have to be replaced because the hatch system was destroyed. Finally, they would have to order the paint so they could match our car. If it couldn't get any worse, I was told that the real issue was that none of the parts were there and that they did not know how long it would take for the parts to come in. ARE YOU KIDDING!!! For anyone who knows the time Ford dealerships are taking on parts right now... you know my frustration. To say I'm a bit disappointed is far from the truth. Aug 29th, 2024, marks two weeks without our new vehicle, and I want to say this has been a nightmare with North Central Ford, in Richardson. I cannot believe that this location has the ratings they have. There is a lack of internal communication, pride in customer satisfaction, and a duty to make things right. How do they expect me to come back?