This is a copy and pasted e-maiil I wrote to Ford head office explaining my situation.
I am e-mailing due to a very disappointing experience I had with Grimsby Ford. I have a maintenance and tire plan that I pay for in my car payments. I called several times between November and December to try to book an oil change appointment and winter tires change. Th sales department would redirect the call to service, and in turn I would either be hung up on (sales desk said there were some issues with the phone) and when I did get through to voicemail, my calls were never returned (we later discovered the woman responsible for booking appointments works from home, which is also frustrating). When I finally did get an appointment for my oil change, I was told that there wouldn't be enough time to add the winter tires as well and would have to make a separate appointment for this. I was unaware that due to the fact my plan entailed maintenance and tires, they would need to be done at the same time in order to be free of charge - otherwise I have to pay for my winter tires to be put on. I was forced to call back at another time to schedule a different appointment for tires, as I did not know my schedule for the upcoming week. The man who booked my oil change did a fantastic job - not sure of his name but he wears glasses in the service department - and I've never had an issue working with him. However, when I dropped off my car I was told they would call me to tell me when it was finished. I dropped my car off at 12:45, an hour before my scheduled appointment of 1:45. After 5pm, I was growing concerned that no one had phoned me yet, so I called the department, and was forced to once again leave a message. They were phoned again after 5:30, only for the sales girl to inform us that service had closed at 5:30 - and they still had my car. We expressed our frustration, and the girl was able to acquire the paperwork and give me my keys - my car had been finished, but they failed to call us and let us know to pick it up.
That week, I made several attempts to reach the service department but with no luck. Due to a couple of snow storms, my mom gave me her appointment for Friday, December 15 at 9:45 am, and scheduled hers for a later date. We were told they had "overbooked" themselves.
When I dropped my car off, everything was fine. I received a phone call after noon that day advising me it was ready for pick up. When I came to the dealership, I was helped by a woman who informed me that the price was $163. I informed her that the last time I paid for my tires, the only thing I paid for was the storage, and the price should be significantly less. She proceeded to ask for a manager immediately, because she said she must have made a mistake and wanted someone else to look into it.
I was helped by the service manager, although helped is a very far stretch as it seems to have been a greater inconvenience than help. He proceeded to tell me that $163 was my total, and I didn't pay that amount last time I was in because they had made a mistake and I should have been paying it. He told me that because my tires were off rims (which was not correct, both sets of tires have rims) it was more money, as well as because I didn't have the oil change done at the same time. Despite 10-15 mins of me persistently telling him that the price was wrong, I was frustrated and eventually forced to pay the full amount of $163.
When my father noticed my frustration, he reviewed the invoice and noticed errors on the sheet. I was charged the price for off rim tire change, when, as previously stated, I have rims on both my winter tires and my regular tires. He called the dealership and they said they would refund the difference on Monday.
When I got to the dealership on Monday, I was greeted with a front desk girl. When I explained I was there for the refund, she obviously was aware of the situation and said "Actually, what happened was you were supposed to be charged the last time you were here and you weren't," which, again, is not correct information, it is covered under my payment plan that I give Ford every two weeks. Also, not very impressed that she accused me of owing more money, when I'm already strongly displeased with the service at this location.
Eventually, without anyone apologizing for the inconvenience, I was issued the refund and sent on my way.
I am sincerely disappointed, especially the lack of customer service care at this location. I will definitely not be recommending Ford to anyone, ever, and I will make sure that people know what terrible service I was provided. Never again will I purchase a Ford vehicle.