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Review 11/24/2010
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Sunland Ford had a Molten Orange 2010 6.2l Raptor back in July-August time frame. I went into the dealership with intentions of purchasing this vehicle and has an incredible salesman whos name is Mark. I had a loan check in hand ready to buy however the finance manager came to speak to my family and I and was very disrespectful and rude prejudging us that we could not afford the truck so they were unwilling to negotiate price. We left with the finance manager saying prove me wrong. We then got ahold of a friend that owns a Ford Dealership in Georgia in which we purchased a brand new fully loaded white 6.2l Raptor 2 weeks after the Sunland debaucle. I had an issue with the sync system freezing and having error issues while driving. I immediately called Sunland Ford when it happened. They told me they could get me in the next morning I told them great then they asked if I bought it from Sunland Ford. I replied no, all of a sudden they could not get the car in to the shop for 3 days. About a month later my brakes were squeeking very badly as they still are. I took the truck into Sunland and they had it until closing time approximately 10 hours and they tolds me they could not duplicate the issue. Of course as I leave the brakes immediately start squeeking. The engine started toi idle very rough and sound like a diesel truck. I took it in to Sunland on November 8th 2010. I explained what was happening and also showed a video to Rhonda showing the brakes squeeling. I was told not to expect a call till the next day. They did however get me a rental car. They paid for a Hyundai Accent. Which I had to pay out of pocket for a larger vehicle. I paid $50k for a truck and they can only give me a Korean compact car. I called the dealership at 11:14am that day and was hung up on and then called back at 11:15am to find out about the rental. I recieved a call back from Rhonda at 11:26am on the 9th. on the 10th I called Rhonda at 10:57am and was told they would call me back. Never recieved a call. November 11th I called at 11:22am 11:16am and 11:19 am trying to find ouit status with which I was told it hadnt been looked at yet. I on Thursday I stopped by the dealership to ask what is going on with the truck to which I had no reply as to when it would even be looked at. I showed the technician the video on the brakes and he stated all he would be allowed to do is sand the pads down and that would not stop the squeeling. I asked what should I do about the rental as Sunland only pays for 3 days and I was told that I would get a call right back as I am paying 25 dollars a day for a comparable vehicle. I never recieved the phone call and paid for the vehicle out of pocket for an extra day due to no phone call. Friday comes and I once again have to call the dealership as noone there calls me. I am told the truck wont even be looked at until Monday or Tuesday and that they cant help me with a rental I have to call Ford Customer Service to get a rental. I could not believe what I was hearing. I call Ford Customer Service and they are closed so I was stuck without a vehicle for Friday through Tuesday Monday the 15th I called Ford Customer Service and spoke to Jason in which he told me he did not know what they are talking about that the service manager is the one that approves rental extensions not them. I call Rhonda at 3:47pm on the 15th and tell her what Customer Service said she tells me she doesnt know what to tell me the service manager is on vacation for the week. 11-15am on 11-16 I recieve a call from Rhonda and am told that the truck has been diagnosed with a ceased rocker. Funny how it takes 1 week to look at it but 1 day to diagnose. She tells me that she got the approval for me to get a rental car. But does not know when the poarts will come in. I go by the dealership to pick up a purchase order to get the new rental car which this time is a Chevrolet Cobalt still nowhere near what I took in to Ford for service. This time I pay a little over $10 a day for it. I called and spoke to Rhonda again at 10:37am 10:38am and had to call a different number at 10:38am to even speak to someone in service. I get told by Rhonda that the parts will be in Thursday and it should be done on Friday which to me was great as my truck is a show truck and had to be at a show on Sunday the 20th. I call thursday the 18th and speak to Debbie Pratt which at the time said the parts were not in yet and I would recieve a call when they were in. November 19th I called at 11:56am and spoke to Debbie who at that time told me the parts came in and that they were working on the truck at that time. I called back at 3:33pm and this time asked to speak to John the shop foreman. He tells me that the truck will not be done until Monday the 22nd becuase the parts did not come in till the latre afternoon. So either Debbie or John lied about when the parts came in and when the truck started to get worked on. I miss the car show on Saturday the 20th. Monday the 22nd I receive a phone call from Rhonda at 9:55am. She tells me the truck is almost done however they scratched my hood and now it has to go to the body shop. What isthis about my truck is a Special Edition top of the line truck and they scratch my hood. I take the Chevrolet Cobalt back to Enterprise on Tuesday the 23rd and as we drive to go home we pass the dealership and see my truck sitting out in the back. I notice the tires were completely brown I check the hood and dont see any damage so I figure it is done. We stop by service and my wife goes in and asks what is going on with my truck is it done. They tell her oh well it is now and it needs to get cleaned up it will take about 15 minutes. I wait for it and when it is brought up it is filthy. They did not give me any service paperwork showing what they had done to the truck. They put 42 miles on my truck and the inside was covered in dust and dirt. I popped the hood and found mud splashes under my hood when I got in to driv e it away everything inside was squeeking and rattling as well as my Average MPG went from 11.7mpg down to 11 even. That tells me they were flying in my truck. Where do they get off. These people take my $50k dollar truck and take it off roading. I have not even done that as it is a sponsored show truck. I asked for the district reps number in which they refused to give it to me. I demand complete reimbursement for the rental car, an extended warranty added to my vehicle since who knows what they did to it when they drove it on and off the road and a maintnance plan added. I will be contacting the district rep through my friends dealership as well as contacting an attorney and sitting in front of there dealership with a sign until this gets resolved. There complete lack of customer service and taking care of there customers belongings is deffinately not there concern. When the customer makes 15 phone calls over a 15 day period and they only call the customer 3 times there is something wrong. I will never be going back to that dealership again unless they can fix the damage they have done. BEWARE THIS DEALERSHIP
BTW the truck only has 4500 miles on it
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Business's response - by Sunland Fordon 2/8/2012
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Dennis D. is now a very happy Sunland Customer. I spoke with him regarding all of his concerns and assured him that they would be looked into and handled accordingly. Dennis D. has brought his vehicle(s) back into the Sunland Service Department and also the Quick Lane and has had no further complaint(s). It should also be noted that Dennis D. has the Quick Lane Manager's telephone number on his speed dial in case he has any further problems. I have also requested that Dennis D. contact me if any other problems arise.
Marilyn Mathews
Customer Relations Manager
Sunland Ford
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