Net Promoter® NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score™ and Net Promoter System™ are service marks of Bain & Company, Inc., and Fred Reichheld.
I received a copy of your very negative Ford survey review. After Damien jumped through hoops to try to satisfy your concerns I was very surprised. Although you said nothing was done to your truck on the first visit you confirmed with Damien that the tires were rotated? Since all the fluids were not topped off Damien agreed to just redo it all to satisfy your concerns although fairly certain that the work was done albeit not correct. I saw the air filter that came out on the 2nd visit. I would not call it totally black. If you look at your filter today my guess is it now looks similar as the diesel does product the black in the filter quickly. If this survey is truly the way you feel about our service and attempts to satisfy you then you probably should have service elsewhere. I and the store have gone to great lengths to try to satisfy you but have failed in your opinion. You will receive a follow up 2 question survey from Ford that you can answer.
Jim Corliss
My reply
Well Mr. Corliss
It should be known that Damien agreed to redo my oil change and service on my vehicle because I lifted the hood and showed him that after sitting at your location for 3 hours the only part of my service that was completed was my tire rotation
My oil was just as black and as low on the dip stick as it was when I brought it in and my air filter was completely black
This has been a chronic problem at this location and since you also run Newburg Ford I would be Leary of taking any vehicles there also
The ratings I gave your location is from the service I have received for the last 2 yrs I have been coming to your location
Feel free to contact Sheri Troyer for all of the mistakes that have been made at this location
You have no customer care unless confronted with what you have done wrong as long as no one second guesses your services you will be fine but if anyone actually wants a service performed on their vehicles they better watch and make sure it is done because most likely it was not
You are so flippant with peoples time I spent a total of 3 hours there the first time and had to come back to get it done right costing me another 2.5 hours of my time
The service tech working on my vehicle couldn’t even install an airfilter into my vehicle without me telling you to take care of the issues and get someone who can do it without damaging it !!!
The problem is you do not take responsibility for your service department own up to their mistakes . until you are confronted and then you do not offer any compensation for the customers time they spend at your location
If the job would’ve been done the first time the correct way and I would not of had a double check the work once again after bringing it to your site which I’ve had to do every single time I brought it to your site please look back at my service records I have never had a good service at your location so I was hoping that it would change but unfortunately nobody can rely on good service at your location so yes I will take my business elsewhere and let everybody that I know that if they bring their vehicle to your location they need to babysit your staff to make sure that it is done correctly Because most likely it will not be done right or at all or they will damage your vehicle in the process which I have also experienced at your location to the point where It could not be fixed and you had to replace the vehicle entirely I have given you every opportunity to do my vehicles right and you are correct I should take my vehicle somewhere else and so should everybody else that shops at your location
So I feel that I was being nice in my first review and that I should take my review further and make it more widely known in our community !!!
Sincerely sam trout