I brought my mom's 2010 Kia Soul in for service on January 26, 2015. I was here when the service department opened. At that time, the windshield washer fluid would not spray, the rear speaker was making a popping noise, and the sunroof would not open properly. After I sat here (because I am here in the lounge waiting again right now) until nearly 2 o'clock, I found out that there was an issue with the service plan that I purchased here at LaFontaine. My service advisor made some calls. I made some calls. It was then determined that the vehicle had to remain over night because it had to be "inspected" and that wouldn't take place until the next day. I was given a ride home. For two days I was told that the inspector hadn't come out yet. However, my call to the warranty company discovered that the inspector had been out that morning. I was then told that the inspector was here then. Needless to say, the sunroof had to be further broken down for further inspection. It was finally determined that the issue would be covered and we had to wait for parts. In the midst if this, I was given a loaner vehicle that they didn't authorize my mother to drive. I had to go out of town so my mother began calling daily to find out if her car was ready - to the point where I told her to stop calling. When it was all said and done, the car was supppsed to be ready for pick-up. At that point, the tech discovered that now the speedometer is not working. It was working when we brought it in. Now we had to wait for that to be repaired. This took almost an additional week to take care of. So I get the call on February 26, 2015 that my mom's car is finally ready to be picked up. I send my mother up here to get her car. She's estatic because when I bought her this car in November, it was exactly what she wanted, but for almost a month it's been out of her possession. She gets up here to retrieve her baby and THE WINDSHIELD IS CRACKED - all the way across. It wasn't like that when it was brought in, and mind you, she hasn't seen her car in a month so you can imagine her frustration when the explanation was that the crack started from a chip in the windshield. Needless to say, because it was in LaFontaine's possession, the windshield will be replaced at their expense. She was told that Safelite would be coming to the house to get the vehicle. Then there was a change and the vehicle needed to be brought in, which brings me to why I am here now. I brought her truck in before 8 a.m. expecting that Safelite would be present between 8:30 and 9. It is now after 12:00 and I am still here and the vehicle is still sitting waiting to be repaired. When I inquired, I was told it would be about 45 more minutes before they would even arrive. I just wanted to take a moment to express my disappointment with this repair experience. By coming to the dealership, especially this dealership that is so widely known, our expectations were very high. We have truly been let down and really feel like there is a complete disregard for the value of our time, especially mine since I am the one who sits and waits. My household has another Kia vehicle that we purchased here. This experience has made me think twice about having it serviced here.
There is no better dealership than Fairlane Ford! I took my car in their for service and was greeted by nothing but smiles. The owner herself came up and introduced herself after hearing it was my first time at their dealership. The excellent customer service aside, I went in for an oil change, and at no point did any of the service people / sales people try and sell me anything I did not ask for. To me this means a lot because normally when I get my car worked on, they try and sell you EVERYTHING they can. Fairlane Ford cares more about retaining their customers than making that additional sale the customer does not need! After my first experience with Fairlane, they can consider me a life long customer! Oh ya! and did I mention its 35 minutes away from my home, and yet still won't get my car serviced elsewhere! Thanks again Fairlane for putting your customers first!
Although buying the car was something of a battle (they did not want to give me what I thought a fair price on the trade in), the salesman finally capitulated and I ended up with a good deal on a 2007 Prius (which I absolutely LOVE). Because of the 'extras' on the car, I felt it necessary to use the dealer for service and am I glad I made that decision. The service department is efficient, honest, and knowledgeable. They went out of their way to fix a tiny problem with the car and offer great deals on oil changes and other regular maintenance (in the form of coupons mailed to the house). Stand firm with the sales force and then use LaFontaine's service for all your needs with the car.