Kirstie Gilmore

Review of Fletcher Ford

I bought 2 cars from Fletcher Ford in April. Both ...

I bought 2 cars from Fletcher Ford in April. Both brand new with less than 100 miles on them. My focus started having problems at about 3000 miles. I took it in. The window motor was "fixed". Shortly after that the sunroof started acting up. Not wanting to close and a messy black substance was on the glass. "couldn't find a problem". A month or two later, I started having problems shifting into reverse when it is cold out in the morning. Still having black gunk on sunroof and window is still dropping when being rolled down. I take it in and they finally figure out that it is the heat shield that is leaving the black gunk on the sunroof. This requires removing the headliner and everything holding it up. After having my car up there 3 times for this problem and having to have someone follow me to Joplin, pick me up and take me back, I demanded they give me a loaner car. 2.5 weeks they had my car. Finally got the heat shield replaced, and was able to verify that It was very hard to go into reverse. They adjust a shift cable and checked everything else to do with the transmission. Window... Nothing wrong with it. I drive away in my car and make it about a block away and parts start falling out. I take it back. Trying to stay calm I explain to the service technician that it was either not put together right or something was broken. I leave it and take the loaner again. The rest of the week goes by and they call me on a Friday saying it is done and ready to go. I pick it up on Saturday only to see that when they put it back together again they lost a part to my hatch, and creased and bent my plastic interior pieces. It has been about a month now since this happened. They said they would order the pieces and have them put in for me. They still haven't called as of Friday, So Saturday I called to speak with the service tech taking care of my car. They say he is busy, I leave a message, They say he will return the call before closing... It is now Tuesday... NO CALL! Big surprise! In the meantime I have received 2 surveys about how my experience was... They were very negative and I asked them to treat my car as if it were their own and take care of it like they were paying the payment on it. I went into Fletcher today. Waited approximately 20mins to talk to the service tech responsible for my car now, and he isn't even there. Fine. No big deal. Another service rep takes a message to look into the panels for the car and schedules my appointment for the Escape that is now having problems with the power lift gate. I leave and maybe 20 mins goes by and I receive a phone call from A service manager. YAY! umm not. I'm asked Why I would bring my vehicle to a service center when I left such negative reviews... Because I was told that I couldn't take it anywhere else or I would be paying for repairs... That's why. I am then told that I have made many complaints to the technician about the service.. Problem is I have only had contact with 2 service techs. I haven't complained other than to say I wanted my car restored to the way it looked when they received it. This service manger is rude. She said the General Manger is involved and believes that they can't make me happy. Why didn't the general Manger make that call. Why can't their service techs do their job and return calls, and take care of vehicles when putting them back together. If you break something you fix it. They broke parts on my car and they don't want to replace them. I will be taking my cars else where, I will be getting the window fixed, and I will be getting the panels replaced. I've never in my life felt more disrespected than I have with this Service Center. Out of 3 problems wrong with a brand new car, 1 has been fixed and now I have a new problem because it was fixed. Still 3 problems... Still Crappy Service. Don't go here unless you a simple oil change.