On 9/21/21 I came in for battery purchase and install and - imjames
On 9/21/21 I came in for battery purchase and install and during the process of service, the technician broke the driver side door handle. When I came back to pick up the car, I pointed it out to the service writer who at first challenged then said she would need to talk with the manager and see what he wants done. She said she would have the manager call me back. I contacted again about a week later and the manager was not available and was asked to call back. I then received a survey form from Ford and I filled it out explaining the situation and not giving good marks.
On 9/23/21 I received reply from my feedback, “New Survey Reply - Hello James, we are so disappointed to learn of this situation you have described. We would like the chance to talk to you further so please do call us at (520) 836-3100 at your earliest convenience so we can work with you to make this right. We hope to hear from you.” I called back and they said I would need to come in. I decided to wait till my next oil change.
On 11/1/21 I Spoke with Wade Matheson, General Manager regarding Handle that was broken September 21 during Battery Purchase and Install - Next day Service rep and Bob did work up on repair. Found out that he had minor surgery that turned into major and that my call had fallen through the cracks. He said they had just reviewed complaints that morning and found my complaint from the ford website which was today the same day I went in. Rep spoke up. Wade informed me that there would be no charge repair.
On 11/9/21 Jones Ford resolved the issue by replacing the broken handle at no charge. My purpose for writing this is twofold, 1. To give commendation to Wade Matherson for restoring my faith in Jones Ford and it will have a major bearing on my next vehicle purchase, and 2. To give a 5 star review to balance out the negative review I gave earlier. -Best Regards James
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