Transmission Debacle and Greenway Ford

[9zero1790]

i feel like ford is aware but dealers are independent in a way so im not sure ford cares much. products are still selling...

Sponsored

 

[GitRDone]

May be water under the bridge at this point, but next time try Mullinax Ford in Apopka. I bought my Ranger there and likely my next vehicle also. They don't play games and have plenty of loaner/courtesy vehicles on hand, in fact my truck was a courtesy vehicle before I purchased it.

 

[Squatchranger]

May be water under the bridge at this point, but next time try Mullinax Ford in Apopka. I bought my Ranger there and likely my next vehicle also. They don't play games and have plenty of loaner/courtesy vehicles on hand, in fact my truck was a courtesy vehicle before I purchased it.

I actually used to work at a mullinax store, the only reason I went with greenway is they were the only dealership with an available appointment. Lot of good that did me lol

 

[got3fords]

Same guy has me blocked , which in my case is totally understandable ... makes threads hard to follow ...

True. Not sure what I did. Weird!

 

[Glocker]

Hey Guys after a long long time I am back,
I had the misfortune of having the valve body issue recently (under warranty thank god) and I decided to take the truck in to Greenway Ford in Orlando. Now I won't go into everything but Just a warning to you all, they are a massive dealership that only has 1 transmission tech, they don't participate in fctp hence no loaner vehicles (they have a Hertz on site so you're forced to go through them or not have a vehicle), and their service advisors and managers don't communicate, and when you do hear from them they are usually lying to you just to get you to leave them alone. They had my truck for over 1.5 months and it took them over 3 weeks to just get it to the transmission tech to diagnose it properly. Another thing is when I finally got my truck back after the aforementioned 1.5 months they didn't even bother to wash it, send it over to detail or even use seat protectors. I used to work at another Ford dealer and their service department was nothing to write home about but compared to Greenway they look like 5 star first class. So here is my advice and warning do not ever ever ever ever go to Greenway Ford in Orlando for anything. Also fwiw the transmission works great at least as of now, and the new programming for the adaptive learning has made a big difference.
PS I dropped the truck off with a full tank of gas and when I got it back they had used up a third of a tanks worth of gas, I fully realize and expect they'd do drive tests but a third of a tank? Is that a reasonable amount?

That is a really suck situation and pretty indicative of the overall situation in FL. I'm 3 hrs south of you and used to be a service writer. We had ONE trans tech, and the only trans tech in roughly 100 miles. EVERYONE'S broken Ford transmission seemed to end up at our service shop. And then the unthinkable happened...

...our trans tech broke his ankle. Ughhhhhh.

I am lucky in that our service management was always ready to listen to the service writers and was always pretty helpful. I largely quit that job because of the customers, and ended up becoming friends with one of my bosses! LOL But the lack of communication is, unfortunately, very common at dealerships.

We just bought a Bronco Sport 2 weeks ago up your way, in Samford, from AutoNation. Our initial experience was great. But once we needed something from them, their communication inside their organization sucked along with their willingness to actually be helpful. It felt like they didn't want to be bothered to help us, and knew it would be impractical for us to drive 3.5 hours north to get help, so they stonewalled us.

 

[Squatchranger]

That is a really suck situation and pretty indicative of the overall situation in FL. I'm 3 hrs south of you and used to be a service writer. We had ONE trans tech, and the only trans tech in roughly 100 miles. EVERYONE'S broken Ford transmission seemed to end up at our service shop. And then the unthinkable happened...

...our trans tech broke his ankle. Ughhhhhh.

I am lucky in that our service management was always ready to listen to the service writers and was always pretty helpful. I largely quit that job because of the customers, and ended up becoming friends with one of my bosses! LOL But the lack of communication is, unfortunately, very common at dealerships.

We just bought a Bronco Sport 2 weeks ago up your way, in Samford, from AutoNation. Our initial experience was great. But once we needed something from them, their communication inside their organization sucked along with their willingness to actually be helpful. It felt like they didn't want to be bothered to help us, and knew it would be impractical for us to drive 3.5 hours north to get help, so they stonewalled us.

Yeah I could somewhat excuse the lack of communication but being straight up lied to is ridiculous, especially when managers are doing it too. I wasn't on the service side but I was friends with the advisors and yeah they deal with a lot of bs from both ends.

 

[JimJa]

Please allow a personal experience when dealing with a service dept. Before our Ranger I owned an Explorer. There was a difference in the auto heat between the PAX and Driver's side of 15-20 degrees. I feared I would get the standard "unable to duplicate" response when at the service department so I went directly to the service manager's office to talk directly to him.

My approach was, here's my problem and we both want it fixed. Then I said, "It's okay to tell me you can't fix it, if you can't, but please don't tell me you can't duplicate the problem. And don't BS me please. Vehicles are complex and sometimes you can't fix things, I understand that." The point is, I was not confrontational. Then entire conversation was one of cooperation to fix my problem. Service folks get a lot of "attitude" from customers so they tend to constantly be on the defensive. After that initial approach, the Service Manager's attitude changed noticeably for the better.

Then here's what happened. The Service Manager called in his HVAC guy. The guy felt both sides of my heater, looked at me and said, "They both feel the same to me." At this point I pulled out my handy dandy Sunpro temperature reader and stuck the probe in one side and then the other - the difference was 25 degrees! At this point I looked at the HVAC guy and in front of the Service Manager, said "Don't ever lie to me again. It's okay if you can't fix it, it's not okay to lie." The HVAC guy was clearly taken aback. He'd been caught.

I don't know what they did, but it got fixed. The point is, don't cop an attitude, they see way too much of that. Assume you both want the issue fixed so you can be on your way. What is it they say, a happy customer will tell two people, an unhappy customer will tell 16 - or in the case of this forum, thousands. Happy customers lead to payback for the dealership. Not enough dealers understand that.

 

[Squatchranger]

Please allow a personal experience when dealing with a service dept. Before our Ranger I owned an Explorer. There was a difference in the auto heat between the PAX and Driver's side of 15-20 degrees. I feared I would get the standard "unable to duplicate" response when at the service department so I went directly to the service manager's office to talk directly to him.

My approach was, here's my problem and we both want it fixed. Then I said, "It's okay to tell me you can't fix it, if you can't, but please don't tell me you can't duplicate the problem. And don't BS me please. Vehicles are complex and sometimes you can't fix things, I understand that." The point is, I was not confrontational. Then entire conversation was one of cooperation to fix my problem. Service folks get a lot of "attitude" from customers so they tend to constantly be on the defensive. After that initial approach, the Service Manager's attitude changed noticeably for the better.

Then here's what happened. The Service Manager called in his HVAC guy. The guy felt both sides of my heater, looked at me and said, "They both feel the same to me." At this point I pulled out my handy dandy Sunpro temperature reader and stuck the probe in one side and then the other - the difference was 25 degrees! At this point I looked at the HVAC guy and in front of the Service Manager, said "Don't ever lie to me again. It's okay if you can't fix it, it's not okay to lie." The HVAC guy was clearly taken aback. He'd been caught.

I don't know what they did, but it got fixed. The point is, don't cop an attitude, they see way too much of that. Assume you both want the issue fixed so you can be on your way. What is it they say, a happy customer will tell two people, an unhappy customer will tell 16 - or in the case of this forum, thousands. Happy customers lead to payback for the dealership. Not enough dealers understand that.

I definitely didn't give them any attitude or disrespect through the entire process, in fact I went out of my way to be both respectful and tried to be understanding. In fact my approach was a near carbon copy of yours. The fact is there are more variables and factors. It getting fixed is the bare minimum, lying is obviously unacceptable as you yourself said, and it is absolutely not unreasonable to follow up with the dealer once or twice a week for an update. I used to work at a dealership I have been on both sides, that is part of why I am so adamant that they are an absolutely terrible dealership and need to be avoided like a leper.

Sponsored