I had to bring my Ford Edge in for a fuel tank ser...

I had to bring my Ford Edge in for a fuel tank service recall and the passenger airbag light that had been on for a few days.

In the past, I've been turned away because I've come after work to get some things addressed and it didn't provide them with enough time. So, a family member dropped me off at work (the shuttle has taken entirely too long in the past) and brought my vehicle in at 8:30A. By the end of my work day there was no communication with myself, or the person that dropped the vehicle off, regarding the vehicle being ready for pick-up. Around 4:30PM we had to call and follow-up, be put on hold, to only find out the vehicle was ready. This made for a long day after picking up the vehicle and then getting picked up.

My main concern was the amount of money I was charged for the diagnostic after finding out a chord came undone under the passenger seat and "just needed to be plugged in," according to the advisor. I was charged a full hour of labor ($125), as well as about $20 in shop fees for a "repair" that didn't exist. I was shocked and this seemed ridiculous!

The service advisor wasn't there at pick-up to discuss and close out the sale. Although this wasn't the most amount of money I had spent at NCF, I was a little disappointed and didn't feel valued as a loyal customer and/or like any sort of courtesy or reevaluation of the charges was considered.

I've owned my vehicle for 5 years, purchased it used from this dealership, and have only come here to get it serviced. I trust NCF with my vehicle, but have considered going elsewhere to due to higher prices on some services, long wait times, inconsistent customer service and communication.

Customer service, loyalty and satisfaction are tenets they desire to uphold, but that doesnt always seem to be the case. I spoke with the service manager the next morning and felt somewhat listened to as I shared my experience and concerns. Supposedly, there was nothing that could be done about the shop fees that were charged and he shared their perspective on the services provided. I received a coupon for an oil-change and tire rotation at no charge on my next visit, which I appreciated! However, in giving this solution, he made mention of the fact that I hadn't paid for an oil-change for the last two years, which I don't believe to be true and/or due to the rewards I received from costly service I had done there, and quite frankly seemed entirely irrelevant. I appreciated the solution, however, I'm still grappling with the inconsistent experiences I've had here over the years and leads to my 3.5 rating. The build up of experiences has left a bad taste in my mouth, but I hope to be reminded of why I trust them when I redeem my oil change in the future.