Ford Rental at John Grose
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Appalling service, untrustworthy lying service member
The senior sales manager Terry Harvey had booked me in at 12.00 on Monday to have the emblems on my Mustang changed. He told me it would take 15 to 20 mins. He would be away that day but I would be dealt with by Arran. Drove an hour from home to get there, arrived at 11.55, saw Arran who told me the job would take 15 to 20 mins. After 20 mins Arran told me it was being seen by the senior service engineer and would take another 30 mins. After 30 mins Arran told me the whole front bumper had to come off and this would take another 2 hours, i.e. it would be ready by 3.00 pm. I didn't want to waste several hours round trip for nothing so told him to go ahead. Had to cancel/reschedule my plans for the rest of the day but informed Arran I had to leave by 3.00 pm at the very latest. Had nothing else to do but walk round the car park. An hour later I happened to be walking round the back of the garage and saw my car had been parked outside the service entrance. Nothing had been done on it.. So I'd been kept waiting 2 hours so far and no one had even started work on it. This was now 2.00 pm and I was concerned that another 2 hours to carry out the job would ruin my plans for the rest of the day. When I queried what was going on, a lady from the service team told me the delay was because it hadn't been booked in, so they were going to fit it in when they could. In other words Arran had repeatedly lied to me about how long the job would take and had not told me it wasn't booked in, due to an error on their part. In the event the job was completed in 1 hour (so another lie from Arran about the job needing 2 hours. Again, rather than informing me truthfully about the reasons for the delay, he lied about how long the job would need). When it was finally completed they could see how upset I was and did not charge me - although I would rather have paid them and not had the delays and frustrations. My previous experience with Ford Ipswich (i.e. buying the Mustang) had been very good but after this experience I have lost all faith in both the sales dept and the service dept. Two things that Arran could learn about customer service: 1. Don't lie to your customers. 2. The word "sorry" can go a long way to ease customers' upset. At no point throughout my unnecessary 3 hour wait did anybody say sorry to me.