I recently moved to Stillwater, OK to continue my education at Oklahoma State University. I attend school full time and work part time. Recently when I needed repairs made to my 2000 Mercury Cougar I called the OT service deaprtment to schedule an appointment to bring in my car. I bought an extended warranty when purchasing my car and it included a 3 day rental car for any waranty covered rapirs that need to be made. I have to have a vehicle at all times to transport me to and from work and school.
When I called OT they told me that they didn't have any rental/loaner cars. Confused I called my dealer at home where I purchased the car and the service manager at home assured me that they must provide me with a vehicle whether it is their own or another dealerships. It is thier responibilty. I then called OT back and the man, the same one I had previosly talked to, said there was nothing he could do b/c the rental company was out of vehicles.
I explained that I pay monthly for this warranty and wanted my money's worth. The guy then laughed and said "what do you want me to do build a car myself?" When I continued to insist that he provide me with a vehicle he asked me "are you serious?" This angered me very much and I told him that he would not need to worry about servicing my car. From now on I will take all of my business to my home dealership.
I filed a report with Ford stating the horrible service I received and later the General Manager contacted me. He told me that they felt that they had done everything they felt necessary. Previously they had overcharged me and I was able to get the credited back to me. The GM referred back to this instance and stated that they had bent over backwards for me before. Am I asking too much to have my warranty that I pay for honored and not be overcharged simply b/c I am a 22 year old female?
I work in Customer Service/retail and I know that "I can't/don't want to help you" is never an accetpable answer. I would never treat one of my customers this way. I am not mad at Ford although I am disaapointed that they would have service departments such as this.
If anyone of you live in the Stillwater area and consider going to OT Ford DON"T! Especially if you are a young lady b/c they will overlook you and not respect you enough to treat you like a human being. When I had my car repoared at another company in Stillwater I told them of my expierence with OT and they said they hear that all the time. Obviously OT has a bad reputation for bad customer service.
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