Gavin Staats

Review of Covert Ford Lincoln

This dealership has some serious issues with custo...

This dealership has some serious issues with customer service. From customer service request detail going missing to service managers and even Mr. Covert himself not responding to customers dissatisfaction. I brought a vehicle in to have 2 door issues and a vehicle error code to be diagnosed and corrected and have an oil change. The vehicles stood there for 9 Business days before anyone touched it and then finally get told the vehicle is ready only to find out no oil change was done nor was the error code diagnosed or corrected. The service rep said he does not show on his system that those were requested to be done the vehicle would have to go back into the service queue which could be another unacceptable up to 10 business day wait. I emailed the service manage and he responded the following day that he would have the vehicle take care of that day. 2 days later I get a message the vehicle is ready and that the oil change and final diagnosis was done for an error code in the vehicle and all tests passed and no issues found. I asked if the the error diagnosis required a computer be connected to the computer to which I was told yes, this raised a big red flag as my vehicle is equipped with an OBD device connected to the OBD port in the vehicle which tells me everything that is going on with the vehicle such as being bumped or doors being opened or when it is driven and yes it even tells me if it was unplugged from the vehicle which would be required for a diagnostic computer to to be connected to it, so they straight up lied to me. When I confronted the service rep about it he claimed ignorance, the service manage did not even feel the need to respond and Mr. Covert himself obviously think he has so much business there why try to save the relationship with one customer as he too did not feel the need to respond to an email I sent him whilst cc'ing the service managers. This dealership used to have much better customer service but as of late has been terrible and when they are caught out lying to you they clam up an everyone is suddenly silent.
SHAME on you entire Covert family and your " Covert Family" advertising campaigns, I do not feel any near like family.