3 Customer Reviews
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Review from Britny T
1 star02/21/2023
If you are a female or feel like you deserve respect as human avoid Ted Russell on Kingston Pike, especially their service department. I dropped my expedition in on Wednesday to get a transmission update since Ford Transmissions are very hit or miss, cut to Friday when I just tried to call and request an update. I can’t get ahold of my service writer even after leaving a couple messages and calling several times. I then resort to emailing to see if I could get a response and magically Rich Love is available to respond to emails but not pick up his phone. I’m not sure if he has an attitude problem or if he’s computer illiterate but the ALL CAPS response was just exactly what I needed! Fine I respond back that I’m very unhappy with the lack of service and communication and want an update…the update was in 2 days they hadn’t even looked at my car. I give it until 3 that afternoon and Rich still won’t answer the phone and the only email response I get from him is they are trying to get to it but it’s not looking good. I drop in and imagine that…Rich left early for the day and I’m promised by his supervisor that if I bring my car back Monday morning I can at least get a loaner car… so today is Monday! I’m there right as they open and get to meet Mr Rich Love in person and you can guess that he’s even more lovely in person. He can’t even bother to look at me while barely speaking to me, you can guess that I definitely didn’t leave my car there. I can’t imagine what they would do to my car if I’m not even viewed worthy enough to even speak to. Man and I thought that they were part of the customer service industry. Could have fooled me!Review from Randy H
1 star01/13/2022
I have waited over 30 days to get a refund for parts that this dealer received from Ford Motor Company on my behalf. I unexpectedly sold the vehicle so I no longer needed the accessories. The parts are documented as having been received (by FedEx) and then returned (by FMC) on December 15th; however, I still have not received my refund. There have been multiple emails and calls and visits to the dealership and calls to Ford. There have been multiple "tickets" escalated, and I never hear back with a timely, satisfactory answer. This is truly one of the absolute worst customer service experiences that I have ever had.Review from Jigesh S
1 star06/21/2021
My car is parked almost there for almost 45 days for small minor insurance claim. Dealership has no proper management with other departments.customer services is very ridiculous no one answered the phone or callback for status updates for the car.At the time of payment my deductible is not matching with the dealership & asking more money to pay.The body shop of this dealership is worst.I have given written complaint to manager but he has no time to looking up & got answered to file with email. Because of dealership delay for working we have to pay rental coverage from our pocket. It's my 2nd time experience in 3 months.I hope they understand the time of customer & meaning of apologizing.
Ted Russell Ford Response
06/24/2021
We certainly understand Mr. Shah's frustration. The complete cycle time for repair did exceed realistic expectations, however, this excessive time was unfortunately created by his insurance company
1 - we have documented correspondence requesting authorization from the insurance company - multiple supplements were requested of which the response time from his insurance company created the delays
2 - the deductible difference was again lack of communication from the insurance company. We were only notified of the difference at time of delivery
3 - we recommend Mr. Shah contact his insurance company for rental reimbursements
It is not our intention to delay the repair of a clients vehicle. In this instance, we must have insurance approvals for the initial claim, supplements and rental coverage.
Customer Response
06/25/2021
I have insurance statements it was not delaying any funds from any time by date wise.
It's not my 1st time experience,it was happened in 3 months 2nd time
It was dealerships negligent to submitting the paperwork with insurance company.we have rental insurance for 1 month & company paid for that.
We have to pay after 30 days it took 45 or more days to fix small problems.
I have given written complaint to assistant manager & he has no time for read & got answered filled with emails.
Never updates from dealership when the job is going finished we call several times left the voice messages never call back
2 months prior incidents with body shop worst experience insurance pass the claim & employees doesn't opened the document get also delayed with Bryan
There is no words from employees for apologizing dealership runs on consumers business but here I don't see about that
There is no coordination between body shop & service departments blaming each other's
I have all text as documentation
Please I suggested they need to improve customer services with good attitude in respectful manners
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