Adam Ritch

01/30/2024

Verified Customer

Category: Service

Factory Recall

Factory recall for wiring harness problem. 6 hrs to put a zip tie on a wire. When I arrived to pick up truck, attendant brought it around with just enough snow removed to get it to the front of the building. Now the truck is giving me a trailer brake error message with no trailer attached which evidently means there is a short in the wiring harness on the truck…. Uugh.

Employees worked with

Verified Customer

Coeur D Alene, ID

01/18/2024

Verified Customer

Category: Service

Noices

After four times they have not fixed nor diagnose the problem. Honestly, it’s ridiculous.

Employees worked with

DEVIN W.

Coeur D Alene, ID

02/18/2022

Verified Customer

Category: Service

Two weeks to even look at a broken vehicle

I am a long time Ford owner and have always serviced my vehicle at the dealership. I believe the service writers are doing the best they can and when the work is completed it is satisfactory. What I find un acceptable is the time it takes to have any repairs done and part shortages. I had a truck towed in after it broke down on the freeway and it was two weeks to be looked at. I've been told they can't find Techs. As a business man I call BS. If you are a well managed operation who cares about it's people and you offer enough pay you will have the talent to service the needs of it customer. Unfortunately in our area we don't have a lot of choice for factory repairs. If I could find a good independent I'd be gone in a second.

Employees worked with

CHRISSIE A.

Coeur D Alene, ID

MERC MNTNER

10/20/2021

Verified Customer

Category: Service

They didn't do anything

They had my car for 3 1/2 hrs to tell me my microphone didn't work cause I didn't have one. And also I wanted a upgrade on my navigation system and on the workers paper it said 89.00 well he said an upgrade won't help with your microphone problem (before he even looked at the car) and crossed it off the paper. So when I go to pick up my car I'm charged 99.00 for the diagnostic (I'm fine with) but no upgrade on the navigation system and tells me on a peice of paper where to go to get the cds to upgrade myself and they want 149.00. So I scheduled this appointment over a month ago to get absolutely nothing done waste 3 1/2 hrs with no car and paid 99.00. And then the staff is rude I was in the middle of talking to one and he had to go talk to another worker says he will be back and never saw him again. And the kid who dropped off my car when I said have a good day doesnt say one word or even look at me. Very rude guy that helped me by assuming I didn't want the upgrade when that's what I called for and fix the microphone (which couldn't be without factory mirror). Would never go back

Employees worked with

Verified Customer

Coeur D Alene, ID

08/27/2021

Verified Customer

Category: Service

2 months to get an appointment

There is an almost 2 month wait to get an oil change. The gentleman who I spoke with was as accommodating as possible, but the inability to schedule an appointment is frustrating, I have a basic service contract and am unable to use it since my mileage would be way past the limit if I wait for Mike White service to get me in.

Employees worked with

DAVE G.

Bellingham, WA

Ford Excursion

08/03/2021

Verified Customer

Category: Service

the worst service experience I've ever had

I brought my truck in there in morning of the 25th of June when the accessory belt broke on the freeway near you shop. My "service rep" said they'd try to diagnose it that day, but they didn't. The guy didn't call me at all, so I went back to the shop the following Monday. He said it needed a new belt and AC clutch, which is what I told him it needed when I drove it in! That's all they'd done (if they even did that). The guy couldn't tell me when they'd have it done but said it would be 2-3 weeks. So I flew home. Your rep never called me during that time. Didn't even text me. I finally got ahold of him around the 6th of July and he said they hadn't gotten to it. I said I had to buy plane tickets and asked him if they'd have it done by the 20th of July. He said they'd get it by then. I tried to call him several times in that period and he never took the call, never returned it. He didn't even text me like I asked him to. I returned there on the 23rd and you hadn't even started it! So I spent more money on hotels, food, etc., before I could get on a plane again. This time I bought a refundable return ticket because I had no faith he'd get it done the following week when he said he would. Someone there who answered my many calls was able to get a "commitment from the dispatcher" that they'd have it done by Friday 7/30. So I flew back out there and yes, the truck was drivable but they didn't fix it AC! And, of course, no one called me or texted me to tell me that or ask me if they should proceed with that. So after nearly 5 weeks in your shop I have to drive the rest of the way across the country, nearly 2000 miles in late July with no AC. And, to top it off, I'll have to pay someone else to replace the compressor and do the AC work that you didn't do. I've never had a worse experience with any kind of service on anything, through more than 40 years of having my vehicles serviced!

Not Recommended

Employees worked with

Ford Super Duty F-350 SRW

Verified Customer

Hauser, ID

06/28/2021

Verified Customer

Category: Service

Not happy they used to do better

Felt like I got the run around and they didn't even fix what it was in for now have to take it back for more warranty work not sure if I should put down names or not

Recommended

Employees worked with

Ford Super Duty F-350 SRW

ALLEN A.

Pleasanton, CA

05/19/2021

Verified Customer

Category: Service

Service dept communication was terrible.

I dropped off my truck on a Sunday Night and left my keys in the Dropbox, I never received a call so I called at 2pm Monday and was told my truck would be looked at that evening or on Tuesday morning. I called the service dept at noon on Tuesday and was told my service rep would call me
At 2pm I called again and was told my rep was busy but my truck still had not been looked at.
at 4:30 pm Tuesday I drove 1 hr to the dealership and was going to have my truck towed to another shop. I was then told then that my truck was looked at and they had the part and could have it ready on Wednesday morning., at noon I called to speak to my service agent and he said it would be ready at 1:30 pm again I drove the 1 hr to the dealership only to be told it wouldn’t be ready until 4:30 pm.

Not Recommended

Haley B. from Mike White Ford of Coeur d'Alene responded on 05/20/2021 05:01 PM

Allen, we would like to apologize regarding the communication challenges that happened during your service experience. We were doing our best internally and are glad that we were able to successfully get your vehicle safely back on the road. We hope that we have the opportunity to serve you again.

Employees worked with

TROY V.

Coeur D Alene, ID

Ford Explorer

12/28/2020

Verified Customer

Category: Service

Incredibly slow service, poor communication

While it is understood that the COVID-19 Pandemic has caused some issues, and of course the holiday season in between, the service and communication were very poor. I am sure staffing concerns are part of the reason why the service rep struggled with communication, which is a management issue. Initial call requesting service was 28 September, service dept accepted vehicle 22 October. Worked with Ford Customer service to get some assistance options prior to authorizing the work identified by the service technician. Authorized the teardown and refurbishment of the transmission the week before Thanksgiving. The original estimate from the service department was around 20 hours of labor to do the work. Picked the vehicle up from the dealership on 19 December. Was also not provided an itemized invoice for the work, so not able to verify that the Ford customer care assistance was properly applied. Not the first poor experience with Mike White Ford, although the previous one was related to their sales department.

Not Recommended

Haley B. from Mike White Ford of Coeur d'Alene responded on 01/11/2021 05:02 PM

Troy, we've attempted to call you twice and have also emailed you a detailed breakdown of your invoice. We'd really like to discuss the matter further. Please call Kevyn Erbe at (208) 664-9211 or email him at kerbe@mikewhitefordcda.com at your earliest convenience.

Employees worked with

SEAN C.

Rathdrum, ID

07/14/2020

Verified Customer

Category: Service

Warranty

I had sunroof issue with a new F150 truck that I bought here at Mike White Ford in October. They should have taken care of the issue rather than charging me $600 to fix a issue that was manufacturing flaw with the sunroof. I am planning on buying a new F350 this fall and I will be taking my business elsewhere!

Not Recommended

Employees worked with

PAUL D.

Harrison, ID

05/24/2020

Verified Customer

Category: Service

Employees

No one wears a mask at Mike White Ford and that is a management error. This is the reason I gave you only 1 Star. Facemasks reduce the spread of COVID-19, that is the evidence based science ( nothing to do with politics). For every 6 people who wear a mask we prevent 1 COVID-19 case. As an emergency physician I would like to see as few COVID-19 cases as possible. Your employees all wearing a Face mask would send a strong message that you care for your customers. Telling customers to wear a facemask would send a strong message that you care for your employees

Recommended

Haley B. from Mike White Ford of Coeur d'Alene responded on 05/26/2020 10:31 AM

Paul, first and foremost, we'd like to thank you for your hard work during these complicated times. We would also like to see as few COVID-19 cases as possible. Mike personally purchased high quality, multi layer masks for employees and they were distributed. We have not required these masks to be worn, but have encouraged their use.

As one of the employees who wears a mask regularly, I can assure you that there are some of us wearing them. We completely agree with the evidence based science and encourage both employees and customers to wear masks. Our customers and our employees mean the world to us and we are taking very strict measures in terms of cleaning and disinfecting areas and high touch points. We also completely altered the layout of our showroom and waiting areas to allow for social distancing. Thank you for reaching out and we sincerely thank you and all health care workers for everything that you're doing! You are all heroes!

Employees worked with

KENNETH R.

Coeur D Alene, ID

04/27/2020

Verified Customer

Category: Service

Frustrated

The best part of the service was the dealership remembered I needed a loaner car while my truck was in the shop.
I was not happy the truck needed two parts replaced. I question the quality of Ford products. At this point, I'm not sure the transmission issue has been resolved.
Another issue was the truck took almost two days to repair, when I was told one. I would assume Ford has something telling how long it should take to repair or replace each part. So almost a full extra day is surprising to get something fixed. Plus being without my only business truck an extra day is difficult on my business.

Recommended

Haley B. from Mike White Ford of Coeur d'Alene responded on 05/04/2020 08:26 AM

Kenneth, we've left you two messages trying to get a hold of you to discuss your situation and see what we can do to improve the situation. Please call us back at your earliest convenience. (208) 664-9211 and you can speak with Adam (your service writer), or Chelsea (Assistant Service Manager) or Ed (Service Manager.) All three are aware of your situation and would appreciate the opportunity to speak with you. Thank you.

Employees worked with