Abby Lickteig

Review of Ferguson Superstore

I do not typically leave reviews but after having ...

I do not typically leave reviews but after having such a negative experience with the Ferguson Service Department I decided to leave one. Ferguson came highly recommended to me by several family members that have purchased cars and used their service department over the years. I have a 2014 GMC Sierra that was having severely dangerous electrical issues causing me to lose power steering and even leading to the engine shutting off while driving. I made sure to make a list of every issue before visiting Ferguson to make sure I covered everything. Upon arrival, I was greeted and promptly taken care of and put in a courtesy vehicle. Later in the morning I received a call from Brandon Williams, my service advisor. He lightly explained the issue and told me it would be $1,800 total to fix and nothing was covered under my extended warranty because of the miles. I asked to call him back because I needed time to process the total. The mileage issue did not sound correct to me so I called the dealer I purchased the truck from to confirm my warranty. It was still under warranty. I then called Brandon back to follow up. He told me it was due to a mileage discrepancy prior to me owning the car that voided the warranty. I told him to discuss this with his manager before moving forward because that did not sound like it should be my problem. I then called my extended warranty company to discuss the matter. She then confirmed that no one from Ferguson had contacted them about my policy. At this time I realized he had made up the story about it not being covered. 2 hours later he called me back and said part of the service would be taken care of and I asked why the warranty company was not contacted and he did said it was a misunderstanding and stuttered around his response. I then spoke with the GM that was not all that apologetic about how I had been treated and lied to by his employee and just wanted to know if I wanted my car fixed. Then a couple hours later the service manager called me because Brandon did not want to handle to situation anymore. He then proceeds to tell me that $1200 of the repair was covered under my FACTORY warranty. This means Brandon not only did not check my extended warranty but did not even call on the factory warranty before calling and telling me it would cost $1800 to repair. The service manager had no explanation for his employee nor did he apologize for this. Still at this point no one had checked the extended warranty. About an hour later he calls back to tell me the rest is not covered. I asked for the total for that repair and he gave me the price. At that time I asked what they were going to do to help me out after everything I had been through that day with being lied to and having to do his employees job as well as taking hours of my productivity at my own job. He then started to argue with me about what did I expect from him and that he had to work on this too! He was very angry with me and did not want to help me out or even apologize at all. He finally said "FINE I'll see what I can do" and we hung up. I finally heard back from him and he offered 15% off parts and services (which was not even $100) . At this point I was so exhausted and wanted them to begin work so I agreed to it. A week later I finally got my vehicle back and was never apologized to from Brandon even though I saw him and he got my car for me. Then on my way home one of the issues was still happening. I immediately tried to call Brandon and no answer and call was never returned. I am so beyond disappointed in all of this experience. Especially because I had intended to trade my vehicle in with them soon. I will not be back. I would have appreciated more from them and be treated with a little more respect and them to offer to make it right after the nightmare it was instead of having to argue my way to a very slight discount. Please always check the warranties yourself before trusting them. Who knows how many people would have agreed to $1800 just to get the car fixed and back on the road since the issues were so severe.