Bettinna P

Review of McCoy Mills Ford

This is a Service Dept Review- I would have given ...

This is a Service Dept Review- I would have given it a single star however the Service Managing Assistant Ron helped ease the situation in the long run and my car was serviced without any flaws so they deserve positive credit where it is due.

This was my second service at McCoy Mills and I was more than pleased to make the drive from Huntington Beach to Fullerton because they had treated me absolutely wonderfully my first visit. My first visit was with Jacqueline for the record so thumbs up to her professionalism that her now co-worker lacks more than my words could best describe...

I showed up on time for my scheduled service appt in my 2017 Ford Fusion Energi that I highly recommend by the way! Andrew Nau was my service writer today. I only know his name because it was on my paperwork as we was not wearing any form of name badge. He proceeded to check my car in and then we discussed what was going to be completed per usual standards. Backtracking for a moment, when I called to schedule my appt I mentioned that McCoy Mills had graciously mailed me my yearly service coupon for "The Works" which included everything I needed to take care of that day. Oil change, tire rotation etc. I asked if I was going to be able to use this coupon when I came in for my service and was told YES. Not only that but I keep all of my service records for my vehicles and I had had "The Works" performed the service prior so what would make this service any different?
Fast forward to present, I pull out my coupon and place it on the counter after Andrew tells me the total is going to be around $75.00. I'm pleased because my coupon is for around $55.00. Deal! He looks at it and says its not applicable because my car is a Hybrid and I require a "Full Synthetic" oil change but he could take a mere $5.00 off. Woop de doo.
I'm a well educated individual but at the end of the day my college degree isn't in mechanics, so I proceed to ask him the simple question of WHY? He fumbles and is unable to answer me with anything other than "Your car is a hybrid and that's what it requires." I'm very frugal and careful with my money so it is in my nature to ask questions and make sure I'm not being taken advantage of SO when he wasn't able to clearly answer my question I quickly took out my phone and sent a text message to my significant other asking "Do I need full synthetic oil because that is what I am being told?" I didn't want to be rude and make a phone call in front of Andrew. I want to point out that the counter is high and I'm 5'5 so my phone and elbows were resting on the counter at an angle.
My boyfriend was in the midst of replying and Andrew angrily and abruptly screams out "Are you taking a picture of me?!" I looked up and had to ask him to repeat himself because I was sure I had heard him incorrectly. He proceeded to say it again and I immediately without hesitation turned my phone around to show him my screen of text messages and asked him "Why on earth would I take your picture?" I also turned around and looked around the now quiet room to see the bewilderment on everyone's faces. He caused a frightening scene and I wasn't the only witness. He then tried to half apologize and I was still in shock I was being treated this way. I took my paperwork and walked out the door as quickly as possible, shaking. Immediately called my boyfriend and he came down in a rush. We asked to speak with the manager and Ron came to our rescue. In seconds he was able to explain to us what the difference in oil blends were and why EXACTLY my car may require it. Something Andrew was 100% unable to do. He then repeatedly apologized and said that Andrew would be spoken to.

Maybe it was because I had questions, maybe it was because I was a young female who wouldn't take his word on the blend of oil I needed, who knows. What I do know is that I was treated with the most disrespect I have ever encountered as a customer and Andrew should NOT be representing McCoy Mills because I would give this dealership five stars had it not been for my awful experience with him.