map-marker Stockton, California

Poor Service & Maintenance

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This is a simple and clear issue. April 14, 2020 went to Big Valley Ford in Stockton California, located in the Stockton Auto Mall. My need from Big Valley Ford was a set of 4 new tires and a wheel alignment. Was told it would take 2 hours for the what I needed done. 1) I waited on-site at Big Valley Ford while the service was being completed, service personnel knew we were on-site. We were notified in-person by the Advisor our truck was done, within the 2 hour time frame. I was happy. 2) The Big Valley Ford Advisor had us pay our invoice prior to us taking our truck, the truck was slightly out of view so I could see while paying. After the payment we walked out to the truck and noticed the tires were installed incorrectly. The Advisor agreed the Tech installed the tires incorrectly, Advisor stated we will fix it. I was thinking okay 30mins is reasonable and asked how long, the Advisor stated it would be additional 2 hours for them to correct their mistake. The Advisor stated a new invoice would have to be created and my truck would be taken in the order of the invoice (My vehicle was at the back of the line again). I was upset and the Advisor said they would check with management to see about a free oil change in the future. I said I didn't care about free stuff just get my truck in now and fix Big Valley Ford's mistake, the Advisor stated they could do that. So of-course I had no choice, I was upset and told the Advisor we were going to walk home. The Advisor said I could try to get you a shuttle ride home, I wasn't having the TRY moment again and walked home. 3) Big Valley Ford's Advisor called my home to let us know the tire were done correctly and the truck was ready for pick-up. I drove my wife to Big Valley Ford to pick up the truck, saw the tire were correctly mounted. Checked the tire pressure, the tire pressure was incorrect from what was placed on the invoice. I told the Advisor and asked how long would it take to get the tire inflated correctly, the Advisor stated it will be awhile. At this point my blood was boiling but kept my cool, I said never-mind I'll use my small electric airpump at home. 4) Drove the truck home from Big Valley Ford, we live about a mile from this dealership and parked it so I could get to it in the morning. I was hurting bad by this time (physically) from walking home. April 15, 2020 woke-up and went outside to air up the truck tires. I noticed one of the lug-nuts was wrong. I understand the newer vehicles have decorative caps over the lugs, checked the rest of the lugs and they had no play in the caps at all. This truck had 24 lug-nuts with no issues when I took the truck to Big Valley Ford the day prior, now I had 23 and one odd looking one. 5) Drove the truck back to Big Valley Ford and showed them, they promptly replaced the incorrect lug-nut. The mileage difference from the final invoice was around 2 miles, drove it straight home and straight back to Big Valley Ford. Spoke with the service manager at this time and all he would do is make excuses and down play the problems I had, he said the lug-nut cap probably flew off when I drove home. I had him test all the others and they were solid, his tone changed a little however the manager just downplayed the series of mistakes as not being a big deal. 6) My background with Big Valley Ford, from 2003 to 2015 I have purchased 9 new vehicles for more than $300, 000.00 not including services. The last two NEW vehicles I purchased 2015 Ford Lariat Ecoboots 3.5L F150 FX4 ($60K) and 2015 Ford Fusion Ecoboost ($30K), I purchased the best warranty from Ford for both for over $5, 000.00. The warranties expire in 2021. 7) I have handicap plates on my truck because I'm 100% disabled, this is why I hurt so much from walking home. Big Valley Ford Advisor knew this as I have had prior conversations about my military service and how I became disabled. 8) Big Valley Ford sent a free oil change coupon to my house and gave my wife 5 car-washes, again Big Valley Ford thinks giving free services makes things right. I told Big Valley Ford they had plenty of opportunities to make this right when it was happening. Customers deserve as a basic their vehicle returned in the same or better condition, all this mean is my truck should have been in better condition when I picked it up, New Tires. How many customers who didn't know Big Valley Ford made mistakes drove off, how many of these ended in accidents and people hurt or killed. 9) Ford Motor Company needs to get a head of this and do something to protect the Ford name and reputation. Updated by Trvkell · Apr 19, 2020 I forgot to mention I took the 5 free war-wash &;;;;;;;;;;;;;; Free oil change coupons back and gave them to the Advisor. Talked with the main manager and he treated my issue like I was a second rate customer and he also downplayed the issues with a lack of consern. I also paid cashS for both vehicles (2015Stay 's)
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