Riverside Ford Of Macon

Mr. Matthews, I’m glad you’ve reached out because I am slightly disgruntled regarding my experience at Ford this go round. I initially brought my truck in for service on the 23rd of Dec. My service consultant was Katie Roland who was very nice, sweet and helpful. I told her the issue was a humming noise coming from under my truck after the ignition was terminated. I also stated that it may be a fuel pump relay issue. They were unable to get my truck into the shop until Thursday the 26th (which was not an issue) and I was notified by Tonya who stated that my batteries were bad. Back story on the batteries was, I bought them from O’Reilly’s in September of 18 so they were under warranty. I had someone come pick up the batteries and take them to O’Reilly’s for verification of defectiveness. I was told both batteries were good so I brought the batteries back to Ford on Sunday the 29th of Dec. (I could sense frustration on Tonya’s behalf as this may have been an inconvenience to her somehow.) After all was said and done, they called me and told me on the 2nd of Jan that my truck was ready and the total was $646.86 pertaining to the following below: #1 – Customer Reports C/S Fuel Pump is not cutting off when you turn the truck off and ADV ($195.00) #2 – Customer Reports C/S No spin no start ($0.00) #3 – 99PX: Perform 99 Point Multi Point Inspection ($0.00) #4 – Customer Reports Replace Leaking Vacuum Pump Gaskets ($293.88) I never reported this, I was notified and ask if it was okay to precede which I agreed to allow them to perform the work. #5 – Customer Reports Replace Washer Jets ($40.48) I never reported this, I was notified and ask if it was okay to precede which I agreed to allow them to perform the work. #6 – Added Operations Diesel Air Filter ($84.95) Again, I called and said my Fuel Pump Relay is having an issue because it won’t cut off so the purpose of the visit stems around the Fuel Pump. I picked my truck up on Jan the 3rd and drove it straight to work. After arriving at work and cutting my truck off, I continued to hear the humming from the fuel pump. It cut off after about 4 or 5 min so I cut the truck back on and cut it back off to see if I could create the noise again and my truck would never start again. I had to get a toe truck to pick my truck up from the power plant and have delivered back to ford about 3 hours after I picked it up initially. I ask if the cost of the toe truck would be covered since I just got it back from ford and was told it was not covered. I was notified on Jan 7th that the issue the second time was the relay on the fuel pump which was a $6 part. The consultant (Corey, who was very nice and very professional and appeared to have done what he could for me) told me the cost was going to be around $200 additional dollars making my total, $848.92 (both trips combined). Upon arriving to the shop this morning around 6:45, the doors opened around 7:05 with not much urgency from Tonya as she looked in my direction multiple times as I stood in the window of the garage door. Corey met me as I walked in and said, “I’ve got bad news for you. Our system is down so I cant get you your truck until were back online.” He told me he could write my credit card number down which I was not very fond of or, I could get a ride to work and have to get a ride back to pick my truck up. I left him my credit card information and he was able to provide me with my truck but I was very skeptical of this transaction as I figured being a valued and loyal ford customer, we could work out another option rather than leaving my credit card information on sticky pad. All in all, I would say the customer service from Corey and Katie was exceptional. I unfortunately can not say the same for Tonya as she was a little standoffish from the batterie fiasco and told me “no offense” but we don’t care what O’Reilly’s says about the batteries, if we say there bad, there bad. (Paraphrasing), I believe the cost of the fix was astronomically higher than it should’ve been and catering a little more towards the customer when it appears that you guys may have had some involvement with the second mishap would have been appreciated. My apologies for not providing you with a 10 star service but I feels as though this information needed to be shared. Regards, This email was sent on 1/8/2020 and I gave 2 followed up phone calls that have never been returned, nor has my email been replyed to from the operations manager, Mr. Keith Horton. 0 out of 10 stars