I brought my vehicle into Superior Ford to have them complete the bodywork on it as a result of an accident. What was supposed to be a 3 days repair job took over 2 weeks. I was happy with the bodywork. However, after the accident the air-ride suspension on my Navigator did not work. The Check Suspension light would come on at various times and the front end wouldn't rise up... Making the vehicle ride like a lumber wagon. After the bodywork was complete they sent it over to the service shop to look into the problem. They advised me it needed a new air-rise suspension module. It was there for some time while they ordered the part (severe backorder) and the insurance agency decided whether to pay for it or not. They did not pay for it and my warranty wouldn't cover so I opted to pay for it myself in the amount of $635. After driving almost 30 miles in to pick it up they would not take my check as I had left my drivers license at home. I had my CC number with me and my military ID however not the actual CC as it was sitting at home with the drivers license. I tried speaking with the Service Manager Steve who was very rude and unpleasant and stated that "No" they would not take my card even with all the info. After much argument and discussion I asked for the GM and he was reluctant to either give me his name or get him for me. He told me "I am the Service Manager and this is my area." He finally agreed to take the card provided I get verification for the Cashier on the phone with the bank. I did this and was finally able to leave after being there for close to an hour. So long, my 8 year old son fell asleep in the corner on the floor. I advised him that I thought their customer service was poor and that I would never be returning with my business.
Later that day I drove to Fargo ND on business. Later while driving I experienced the exact same issue as before with the vehicle. When I returned from my trip, much to my chagrin) I called them and made an appointment to bring the vehicle back to them to reexamine. I dropped the vehicle off with them. Later by phone they advised me that the compressor was bad and I asked why it hadn't been fixed in before when it was in. Greg advised me that since they missed it before they would charge me just for the part but not labor. I still argued with him that I didn't believe I should have to pay that much due to the fact that I didn't believe the module that I'd had replaced before had been bad and I was upset to have to pay more money to fix a problem that should have been addressed the first time. I told him I would call him back... He called me at the end of his shift and left me a message telling me the vehicle was done. I never authorized the repair! I was still reeling about the additional money to fix. They had not kept the module for me to even find out if it had been bad. He just told me they had tested it and it was bad.
I went to pick up the vehicle last night and again argued with the Asst. Service Manage (Bruce?) about the repairs and resulting bill. He was completely unwilling to made any adjustments whatsoever. He laid the keys down in front of me and I picked them up and advised him I wanted to speak with the GM in regards to these matters. He said he was unavailable. I offered to pay a lessor amount if he would discount the bill. He refused. I told him I would call in the morning and try to work things out with the GM. I did take my vehicle home with me. The Asst. Service Manager called the police on me and I did advise them over the phone what was going on and how I was trying to resolve the issue. I needed my vehicle... I have 5 kids plus two extras that I have to drive to school everyday for carpool.
On the way home last night the vehicle started exhibiting the same exact problem yet again! It still is not fixed after throwing almost $900 in parts and $300 in labor into it!!! I called the Service Manager this morning to advise him of this and he stated just "Pay your bill and we'll look into it again." He was extremely condescending and unpleasant. How much more money would they like to charge me for a problem they have yet to fix? What a RIPOFF! I advised him that I would be taking my vehicle to another independent repair center to have the problem addressed again and I would return their part to them. He stated "NO, you have to bring the vehicle back here for us to do it." I advised him that I would not be bringing my vehicle back to them again EVER! I don't believe my module was ever bad in the original repair that cost $635 and that the money I paid for that should help offset the amount of the 2nd repair which I offered to pay a reduced rate for after not even authorizing the repair to be completed in the first place. I think these are really poor and even fraudulent business practices!!!
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