My interaction with AutoNation Ford started off extremely rough as I brought my EDGE in on MLK Monday and left it with a Service Manager on that date to receive a tune-up and road check evaluation, as well as I had requested to have the vehicle checked for an irritating "knock & ping" that was occurring with slow or fast turns , left or right, tight or wide. The service manager I left the car with explained that due to the holiday it might not be evaluated on that Monday (but, I came in with that pseudo-expectation). On Tuesday, by 2:00 p.m. I had not heard from anyone,...so I called to learn that my service manager was unavailable, but someone would get back with me. I called again around 4:30 p.m. and another service manager explained that my guy had gone homw sick, and in his attempts to look up the vehicle,....he informed me that HE HAD NO RECORD of me having brought the vehicle into their shop! So, of course I became extremely worried. I asked this guy if he could confirm that my car was their (whether it had been worked evaluated at all...), and he replied no. So,...I was truly concerned. I came by the dealer on Wednesday, and spoke with a service manager named Steven Justice. After telling Steven my recent two-day history (particularly the concern that they had misplaced my car), and learning that the other service manager had left severely ill on Tuesday and had not setup a service ticket across a 24-36 hour period, Steven became SUPERMAN! He took over the ticket, and we found the automobile on their lot, and he got things going with moving my service, because he was well aware that they had dropped the ball on my service opportunity. Steven got technicians involved and kept me informed as progress was made on Wednesday and then on Thursday morning. He was also great about talking me through a more budget friendly option for replacing my left front axel which was what the technicians and Steven concluded was the knocking and pinging issue. (Also, on Thursday morning, I did receive a call from the Manager of the Service department (I believe his name was Craig). He called to explain and apologize for the mix-up on my ticket never being properly handled by the original service manager. He had not known that I had come in there and already taken things into my own hands and connected with Steven. I gave Steven a big kudo for taking over my ticket and putting me back at ease. To close this out,...I was extremely happy with Steven Justice and the way he handled my service ticket. He was very professional, and made me feel at ease regarding how we talked through the repair options. I would rate Steven high in his customer service, and attention to the customer's needs. I am unfortunately having to also place in this review, that after a somewhat costly axel replacement, I am still experiencing the knocks and pings that I was so desperately wanting to eliminate. So, sadly,...I am of the belief that the axel replacement was not the problem, and this concerns me. I live in Little Rock and commuted up to Memphis and AutoNation because McClarty Ford-Lincoln in North Little Rock had done such a shameful job diagnosing very simple issues on my vehicle. I thought I had found a great alternative in AutoNation, but since my problem still exists, I am still concerned about ever trying to find a Ford service department that can properly diagnose issues. I am closing by saying that Steven Justice was AWESOME! I am under the impression that he had to follow the suggestion and evaluation of his technicians, and that's how we got to this point. But, if it had not been for Steven, I would probably still be having my vehicle in AutoNation Ford's Service department, so I am thankful for the way he stepped up and took over my service request! My 4-Star Rating is for Steven Justice (I'd actually prefer to give him (just him) 5-stars,....but unfortunately I cannot overlook some of the other issues and the fact that my vehicle is still knocking and pinging on turns. 5-Stars for: - Steven Justice - Tune-up completion and road readiness evaluation - Oil Change - For AutoNation Shuttle service coming to get me from the MEM airport on the day of pick-up - F/U and apology by the Service Department Manager (Craig??) 2-3 Stars for: - What appears to have been a costly misdiagnosis of the axel issue. (the noise is still present...)
>> Sean F
Jan 31, 2019