David Jackson

Review of Cowles Ford, Inc

UPDATED REVIEW AT THE BOTTOM

UPDATED REVIEW AT THE BOTTOM
I've been to this ford dealership for service multiple times, every time I've came here their customer service was outstanding (Sales and service)!!! Except one time, which is explained in this review.
Around 345pm, my wife and I go to drop off my 2013 ford fusion and my 2006 hyundai elantra(which I've dropped of before), the guy (Johnny R.) tells me "no problem we will get the fusion done for you today (just needed a minor maintenence and a state inspection), and the hyundai elantra (over heating) looked at and see what the problem is, should be about 60 to 90 minutes". Ok, I don't expect anything less because of how great cowles fords customer service was before. Mind you, we had to jump the hyundai because it's been sitting all winter. Well he calls 15 minutes later and says all his technicians left for the day and he can only do the inspection for the fusion. Ok, not a big issue, it was 415pm by this point, I'll just leave the hyundai overnight, and bring the Ford back tomorrow to finish up.
We look at some of the used cars.He then calls my wife and says "your ford is done, it's just getting washed, but the technician for the hyundai is on vacation and won't be back till next week", my wife says "ok, no problem, what about the following week?", he then says "well we can't look at your hyundai at all!", she says "ok???" And gets off the phone, I then go to speak to him at the service station, we go back and forth respectfully on this point, and he proceeds to tell me in his exact words that "they only fix any ford vehicle and only used cars (any make or model), but YOU HAVE TO BUY IT FROM THEM". I was dumbfounded by this because I've brought different models that i didn't buy from them before with no issue! It makes absolutely no sense because if I bought a used car from them 5 years ago and I bring it in, do they want me to bring a sales receipt so they can verify that I bought it from them. Needless to say, I ask to speak to the manager, he says ok no problem, I'll get him (Richard L.) for you. I've dealt with Richard numerous times, awesome guy, very good at his job, I'm surprised that he would actually say this, because I've dropped off my other cars with him. So I wait 10 minutes for him to tell me the manager (Richard) has left for the day. Not good at all. Needless to say I wont be back for sales or service.
UPDATED REVIEW: Long story short (sort of). 2 months after that incident my wife tells me that we got a letter in the mail saying we still had a credit of 13 dollars at the Cowles Ford place I might as well take it up there for an oil change and use the credit. She spoke to the General manager and they said they would take care of us when we came in. So I come in at 12pm to get the oil change and I end up speaking with James M.. Very nice guy, well spoken. I come in and he immediately recognizes me from the conversation I had with Johnny R or the review (not sure which one), but he apologized for the customer service that Johnny (who no longer works there) gave and asked my what I needed done today. I needed an oil change and to talk to Richard, they couldn't do it in the time I needed, so I made and appointment for 730am the next morning. So I come in, I talk to Richard and he explained the confusion with the NOT FIXING CARS THAT ARE NOT FROM THEM. In short, I guess they don't have the equipment to fully diagnose foreign cars. They can take a look, but if its something they can't fix, we would still have to pay them for the diagnostic, its cheaper for me to just take it to that makers dealership but its still up to me if I want to take that chance or not. The way Richard explained it was 100 times better than saying "thats just what I was told" 20 times over. They gave us a free 50 dollar oil change for our trouble, and we still got to keep our 13 dollar credit. I want to thank James and Richard for being so professional about the situation, and Cowles Ford for making it right. Me and my wife will be back for this reason.