Julie Nichols

Review of Griffin Ford

We purchased a used vehicle from this location mor...

We purchased a used vehicle from this location more than 6 months ago. The agreement was for the dealership to replace the headliner. This was unable to be done on purchase date because they had to order it. When it came in, we got a rental car and they took over a week to replace it. When I picked it up (and waited in the waiting area for 20 minutes plus, even though they knew I was on my way), the headliner was loose on the sides and at the top console part, plus there were dirty finger prints around all of the edging. I made them aware of this, waited in the waiting area yet again, and they said they could give me another rental car and they could "see what they could do." At this point, I had my newborn son and was not able to easily switch to a rental car for the second time. They said they ordered a part in the mean time. I went to take the car in and the part was no where to be found, nor did anyone know a thing about it. Frustrated, I returned at a later date to make the rental car exchange once again. Another week goes by and I pick up my car. The headliner is STILL loose by the console and the sides. The assistant manager floods me with excuses and states he will give us a "works" package and order the correct part. Yet AGAIN, we need to return to get this handled. Mind you, each visit to this location I contacted Jeff, the assistant manager to ensure everything was ordered, scheduled and ready to go so there would be no unexpected delays. He ensured me every time that the situation was handled. My husband went back to get the oil changed and the headliner piece fixed, which we were told over and over it would take "five minutes to replace that part." Quote unquote, literally. He was there for three hours. Late to work. When he asked at the hour and a half mark, Jeff the asst. mgr stated, "I didn't know we were fixing all of the loose headliner parts today." He also offered us a rental car for the third time. Unreal. I called Jeff twice this week to reiterate what would need to be accomplished at the visit. He clearly understood. These trips are not something we enjoy - spending our time away from family, driving an hour round trip. The worst part is thinking the situation is handled, then it continuing to happen and nobody is taking accountability. The worst customer service we have ever experienced, or lack there of, and here we sit. Waiting. I do not recommend anyone purchasing a vehicle, new or used from this dealership. John Griffin, the General Manager would not even contact me back...