Typically I had great experiences with Northstar Ford and was a loyal customer and would have happily stayed that way. My last service visit they forgot to swap my winter wheels (half the reason it was in there and despite them being in the back of the truck), and upon picking up my truck I noticed a large horseshoe crack across my windshield. I went back inside to let them know and ask what my next steps were. The lady apologized and took some photos and assured me somebody would contact me within a day or two. A week goes by and no word, so I decide to call in, at which point I left 3 voicemails with the lady I spoke with (customer service representative no less) over the following week, with no response. Finally I get a hold of the customer service manager after letting them know I was receiving zero response. They promptly apologize and I fill them in and they agree to get back to me the next day, at which point they inform me they don’t cover window cracks from their service test drives and that I sign off on that in the fine print. They tell me they will see what they can do to replace it at a discount – which I appreciate and feel is fair. I follow up after no call back, am assured again they will get to it that day and that they forgot, and it has been no word since – happily forgotten. I understand these things happen, but aside from expecting a Ford service employee to drive my vehicle at least like I would if not more carefully than they would their own, I would have appreciated anybody being honest there was a 4 foot unmissable crack across my otherwise uncracked window before having to see it myself, or having any of the 3 people I talked with having any accountability to uphold the customer service they offered me. I accepted that I signed off on window cracks without reading the fine print, and am typically very forgiving and understanding but I will be taking my services elsewhere and further out of my own way after this experience, which has also contributed to me buying a non-Ford SUV instead of the Explorer from Northstar as I had planned.
Typically had great service but only feels that way now when they are getting good business from you.