We had an APPOINTMENT on 8/16 for the replacement of a seat clip that had failed in the back seat of our F-150 truck. We said we could leave the truck for 1 week and pick up the following Friday 8/23. Ken Long said, "it shouldnt be more than a few days to fix. No problem."
We called the day before we were supposed to pick up the truck (Thursday 8/22) to verify it would be ready. Ken stated, 'the part hadnt arrive but should be in today so just swing by after lunch to give us time to install it."
We arrived at 3:30pm to pick it up and a different tech said, "Your truck isnt ready. We couldnt get to it because we had to fix our bosses car so we had to do his 1st." We were fairly upset since we drove 40 miles to pick up the truck and wasted a trip. The tech said it would be done Monday by lunch for sure, just call before you drive all the way to the dealership.
Call Monday 8/23 at 9:00am to tell Ken we would be in after lunch. He checked on the status and said THE PART HADNT EVEN ARRIVED! He said, "it was ordered the previous Thursday but should arrive today." So in other words, the day I originally called to check that it would be ready as promised on the 23rd, they hadnt even ordered the part. SIX DAYS AFTER THE APPOINTMENT. IT SAT THERE FOR A WEEK WITHOUT ANYONE LOOKING AT IT.
8 days after we dropped it off for our "appointment" we absolutely had to use the truck so we picked it up Monday the 23rd not fixed.
I called everyday to check on the part that never showed up. No one from Bozeman Ford ever initiated the call to let us know what was going on with our service issue.
Finally the part arrive (the part is a tiny plastic lever clip by the way) September 6. We made ANOTHER "appointment" for a same day install. Ken said, it shouldnt take long. Maybe 30 mins to an hour at the most to pop this clip in." We dropped it off and ran an errand while we waited.
We picked the truck up 1 hour later only to find a bill for 3.5 HOURS LABOR????? When we balked at this Ken immediately took the service invoice back to the back. He returned with the bill knocked in half. The fact that they could even do that so quickly shows they were inflating the charges to begin with! Not to mention the cheapy paper mat they put in the car so they dont "dirty" it? They charged us $9.50 for that! What?? We spent $40,000 on this truck from your dealership and you nickle and dime us for a paper service mat? Classy move Bozeman Ford.
It took them 23 days to fix a plastic seat clip? It cost us of over 80 miles of driving back and forth for all these "appointments" that werent appointments at all. They didnt even look at the truck until I called to see if it was ready the day before they promised it would be. We missed 2 days of work (my wife and I both) running back and forth to the dealership only to be turned around or out and out lied to. Then we pick it up FINALLY and they charged us 3.5 hours of labor when we only dropped it off 60 mins beforehand? We expressed our outrage and anger. Ken said he would have a Customer Service person - Jan - call us the following Monday or Tuesday. That was 2 weeks ago. Needless to say we never heard from Jan.
Even though this dealership is the only Ford dealership in our town, and even though we bought this truck NEW from them. We will gladly drive 90 miles to the dealership over the mountain pass just to avoid dealing with not only gross incompetence, but actual fraud. They certainly lost our future sales and service business and we are making sure everyone we know understands what incredibly poor service we received. Just because someone is the only game in town doesnt give them license to rip off their customers. You could get better service and a higher quality experience from anyone else other than Bozeman Ford