On the drive to work the Ford Explorer (brand new,...

On the drive to work the Ford Explorer (brand new, rarely driven) wouldn't shift gears when pushing on the gas. Not long after the "check engine" light came on.

Called Bob Allen Ford to see if we could bring it in. Was told no problem, ask for Don and he'll take care of it.

My fiance left work early since they could look at it right away only to be told that they couldn't guarantee to look at it today, and they would need to keep it for a few days. I'm not sure how they could come to both conclusions.

When he asked if he could be supplied a courtesy car, he was told that you have to setup the appointment in the future to get a loaner. Sure, next time we'll schedule our car problems in advance!

We ended up leaving without getting the issue fixed. Terrible service and a huge waste of our time.

Updated: I recognize they responded to my comment right away but a part of customer service is reaching out to your customers and following up in person. They have our contact information on file from the service report we filled out. If customer satisfaction was truly important, they wouldn't put it on us to call them to correct the issue. It seems the "appearance" of caring about the customer is more important than actual customer service.

If customer service was important, they wouldn't say, "Bring the car in and we'll take care of it" and then not to care of it.

This review will stay as is as nothing has changed beyond a response on google reviews.

Updated: I would give the online marketing team for Bob Allen Ford 5 stars for staying on top of reviews! But not for them moving on my review, we'd probably still be waiting for our SUV to be worked on.

Not long after my edit, the service manager called my fiance and apologized and made arrangements for a courtesy car and repairs of our Explorer.

We got the car back on Friday morning. They replaced our rear tail light that kept retaining water and replaced the throttle body that was causing our acceleration issues.