Business ProfileforFreeway Ford, LLC

Very poor customer service. They reached out a week before Thanksgiving to let me know of a couple recalls they had done to my vehicle in the past that they wanted to re-check as they believe they may have been done incorrectly or not at all. The first appointment they had was the day before Thanksgiving (11/24). They even offered a free oil change for the inconvenience, but the work had to be done prior to the end of the month (super tight time frame). I was unable to make that work when I live 30+ miles away. At the end of the first week of December (12/7 to be exact), I reached back out via text (the way they have been communicating with me so far, and on the same thread) inquiring about an appointment for the repairs.... No response... January 6 almost a month later, I am now having issues with my door latches that were part of one of the recalls they wanted to re-inspect. I decided to call to get an appointment setup and was put on hold multiple times for over 10 min, I asked for a call back, they agreed. Over 3 hours pass no call back. I call back in and ask to talk to the service manager to let them know of my issues and that all I would like to do is get my vehicle fixed, and for the troubles see if they would still honor the free oil change. The service manager told me that the window for the re-inspection of the repairs expired at the end of last year and they would no longer be able to do that and I should wait until Ford re-submits a recall for the issue sometime in the near future (door not latching, and becoming un-latched at highway speeds). He also advised me that they would not be doing the oil change as that time had passed. This seemed wrong on many levels and horrible customer service so I asked to talk to the GM as this didn't seem right that I am having an issue with a repair they did, they previously wanted to look at and now they won't. The GM stated that I should have came in before the end of November to make this all easier for them, stated they for sure would not do any courtesy oil change and that it would be best if I went to another Ford Dealership to have the warranty work inspected and done. HORRIBLE experience, I highly do not recommend... Go elsewhere.

******* are sorry to see your one star review. After looking into this issue I was able to see that we made an offer to get you into the service department back in November of 2021, to inspect the recall work that was performed by Freeway Ford in November of 2018. You elected to not take us up on our offer. We did make it clear that our offer would be good through the end of November 2021. You did respond via text messaging on December 7, 2021 asking when you can get your vehicle scheduled. At that point our offer was no longer available. Now your having some issues with the vehicle and expect us to get you scheduled immediately. You stated that we have horrible customer service. You have never been in our store or spent one dime with us. Help us understand how you feel you could be considered a customer?Customers are people that vote their dollars with a business. We have only seen your truck one time at ****** miles with the original owner when we performed two different recalls. You should have taken us up on the offer to inspect and change your oil at no charge when we made the offer.********************* General Manager