John Byrne

Review of Ferguson Superstore

Sadly, you just can't trust a thing they say. I g...

Sadly, you just can't trust a thing they say. I got a letter about 3 months ago about an airbag recall and I needed to bring my Outback in for a new airbag. While claiming the threat was potentially deadly, the earliest appointment was 2 1/2 months away. So I arranged over 2.5 months ago for this appointment, and the promise a loaner vehicle would be given to me for the day they needed my car. I made my appointments with that promised loaner vehicle in mind. Seven email and text reminders of my appointment, so I know I did not show up unannounced. Yet they had no loaner cars available. They blamed their customers, saying the cars they had loaned out had yet to be returned and many were several days overdue. Blaming your customers because you don't have the equipment you promised? Hmmm. I had appointments scheduled all over the city for today. I showed up early at Ferguson so I could get my loaner car and make my 9am appointment. Not gonna happen due to poor management and planning at Ferguson. After being told the airbag swap-out would take 3.5 hours, the manager told me he'd get mine done and have me back on the road "In 35-40 minutes, tops".. He said those exact words three times. "35 -40 minutes, tops". So I rescheduled my 9am appointment and did not change my 10 am appointment. Alas, it was over an hour before I was back in my car, so I was late to my 10am appointment, making me look unprofessional. Since they did the 3.5 hour repair job in one hour and made me sign a release, I sure hope they did the repair properly. After reminding me 7 times to not forget my appointment, they forgot to have a loaner car for me. They then blamed their customers for their lack of planning and resource management. Then they rushed through a critical, life-threatening repair job and still missed the timeline they set out. Sadly, the folks at Ferguson just can't be trusted. And they blame us, the customers, for their failures. Shameful.