Business ProfileforTomball Ford

In November 2023 I brought my truck to Tomball Ford for an ABS warning. For over a year prior, I had brought the truck to them multiple times with a severe vibration symptom on the highway. I spent thousands of dollars fixing other items that didn’t correct the issue despite the shop foreman initially stating it felt like a wheel bearing was going out and subsequently saying the bearings were all fine. The ABS wanting ended up being for a bad wheel bearing that finally corrected the issue but the service advisor proceeded to argue with me via text message that the fix and symptom could not be related. She would not answer the phone to discuss the previous incorrect diagnosis nor did she ever call back. I spent about $1000 for the wheel bearing repair on top of previous costs. Then week later my check engine light came on. This service was covered under a Ford warranty and I told the advisor I wanted a call with updates on the repair. After my truck waited to be diagnosed for a week with no loaner car provided, I finally received the diagnosis. Via text message I was told that the part needed was on a 2 yr back order and I would need to find it in a junk yard despite the vehicle being under warranty. I received no phone call. I called and requested twice that the service manager call me back and received no return phone call. Ultimately, I called Ford directly, the part was found and the repair made. I was charged a $100 deductible per the warranty and again the advisor argued with me via text rather than talking to me. I spent countless hours looking for potential solutions on my own and again I had no loaner car. Reasonable customer service should involve a call, a call back and discussion of options, solutions, and explanation if previous repairs were misdiagnosed.