Dealership Service Center Irresponsive, Recourse?

[gmupatriot]

Hello,

I dropped off my 2018 GT at Ourisman Ford Service Center ( Ourisman Ford of Manassas ) on March 30, 2024.

That car is outside of factory warranty but is covered by Ford ESP. The issues the car was taken in was for

1) leaking coolant (turned out to be water pump that needed replacing which the service center did)
2) Transmission slipping during shifting. The service advisor said the tech has recommended the transmission needs to be replaced (all internal parts) leaving only the outside housing that will remain.

Issue is that I have called my service advisor many times, leaving voicemails and leaving messages with staff at the service center to give me a call and let me know when to expect the transmission issue corrected so I can have my car back.

The service advisor has been completely irresponsive. Unfortunately, I have not been able to go in to the service center during weekdays (when service advisor works) and when I did go over the weekend, another service advisor could only tell me that the service center only has 1 transmission tech working on many cars and that is why there is delay. However, he could not tell me when the car will be fixed.

Its been 5+ weeks and I am not sure what I can do to have the service department get this issue resolved. What is my recourse? Whom do I contact? Do I need to make a case with Ford Customer service?

Thanks

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[TEAsGrabber]

I was told the same thing here in BAMA at a small dealership. 6 months + depending on the model etc.

 

[Skye]

What is my recourse?

It reads you've confirmed the parts are on-hand, that it's a delay in labor.

If that's the case, it might be best to continue to wait, but take an extended lunch or time off to discuss in person with the Managing Advisor a realistic timeline. That sucks and it's more money out of your pocket, but other means of contact don't seemed to have worked well.

I like to work these issues in-person. Even when walking in to do that, I often wait 10 to 15 minutes, as the Advisor is already being pulled in 10 directions. That's no excuse. It's just the environment of today. I also try to meet on Tue-Thu, never a Mon, Fri or the weekend.

Transmissions are complicated. IDK the labor makeup of any dealer, but they probably have few technicians qualified to pull and repair or replace transmissions.

It's my belief most dealers have a handful of craftsman, with the majority of techs being up-and-comers and newbies. All can be enthusiastic about the job and do good work, but if there are multiple, complicated jobs, people then wait for someone certified in that task.

Compounding this matter: it's a warranty job; they don't pay as well as "regular", non-warranty repairs.

If you're not comfortable they have parts or feel they're making a WAG on the wait, maybe cast your net further out, to see if any other dealers are less stressed or more receptive to the work.

 

[Geodudes550]

I waited 7 weeks for a clutch install. Like Skye said, they had my parts in a week but they only have one certified Mustang tech here so I had to wait my turn in line. It totally sucked not driving my sweet thing for almost two months but the install was perfect and I’ve had no complaints. While it was waiting, I did have the chance to get some suspension parts and they were cool about installing those when the work eventually did start.

oh forgot to mention, I had trouble getting ahold of my service advisor for the first week or two but I took a long lunch and brought over some donuts. Always got a call back after that.

 

[Crew4991]

oh forgot to mention, I had trouble getting ahold of my service advisor for the first week or two but I took a long lunch and brought over some donuts. Always got a call back after that.

...and just like pets, mechanics will also think of you when they are hungry!

 

[gmupatriot]

I was told the same thing here in BAMA at a small dealership. 6 months + depending on the model etc.

@TEAsGrabber Damn thats a long time to wait.

It reads you've confirmed the parts are on-hand, that it's a delay in labor.

If that's the case, it might be best to continue to wait, but take an extended lunch or time off to discuss in person with the Managing Advisor a realistic timeline. That sucks and it's more money out of your pocket, but other means of contact don't seemed to have worked well.

I like to work these issues in-person. Even when walking in to do that, I often wait 10 to 15 minutes, as the Advisor is already being pulled in 10 directions. That's no excuse. It's just the environment of today. I also try to meet on Tue-Thu, never a Mon, Fri or the weekend.

Transmissions are complicated. IDK the labor makeup of any dealer, but they probably have few technicians qualified to pull and repair or replace transmissions.

It's my belief most dealers have a handful of craftsman, with the majority of techs being up-and-comers and newbies. All can be enthusiastic about the job and do good work, but if there are multiple, complicated jobs, people then wait for someone certified in that task.

Compounding this matter: it's a warranty job; they don't pay as well as "regular", non-warranty repairs.

If you're not comfortable they have parts or feel they're making a WAG on the wait, maybe cast your net further out, to see if any other dealers are less stressed or more receptive to the work.

@Skye From what I understood it seems parts availability is not a problem ( if it is, then I have not been made aware)

The SA did mention they only have 1 transmission guy and he takes care of all the cars.

I waited 7 weeks for a clutch install. Like Skye said, they had my parts in a week but they only have one certified Mustang tech here so I had to wait my turn in line. It totally sucked not driving my sweet thing for almost two months but the install was perfect and I’ve had no complaints. While it was waiting, I did have the chance to get some suspension parts and they were cool about installing those when the work eventually did start.

oh forgot to mention, I had trouble getting ahold of my service advisor for the first week or two but I took a long lunch and brought over some donuts. Always got a call back after that.

I will try the donut trick!

 

[MAGS1]

My dealership, which is usually pretty busy, also only has one trans tech. So I don’t think it’s that uncommon. FWIW. If parts availability isn’t the issue, Ford corporate probably can’t do much if the trans tech is booked up.

What I would suggest is whenever your car gets finished and you get the email survey about your experience, ding the dealership on their rating about the communication. Dealers always push for perfect ratings because Ford sees them also. I gave a dealer a 4 out of 5 in one area once (all the rest were 5/5), and you would not believe the amount of phone calls and emails I got from the GM and even the owner of the dealer. Wanted to know where the shortfall was and what they could do to make it right. Hopefully your dealership cares about that stuff, but based on their lack of communication they may not.

 

[tdstuart]

Talk to the service manager. They are usually pretty nice and reasonable as long as your are nice. Just ask one of the advisors next time you go in if you could talk to the manager.

Tell the manager your mustang is in for transmission service and you are trying to get a rough eta but your service advisor hasn’t been returning your voicemails and you haven’t been able to get time off to see him in person. I’m sure your service advisor will reach out to you after that.

Also a little secret. Those surveys they ask you to do after service directly affects their pay.

 

[tdstuart]

My dealership, which is usually pretty busy, also only has one trans tech. So I don’t think it’s that uncommon. FWIW. If parts availability isn’t the issue, Ford corporate probably can’t do much if the trans tech is booked up.

What I would suggest is whenever your car gets finished and you get the email survey about your experience, ding the dealership on their rating about the communication. Dealers always push for perfect ratings because Ford sees them also. I gave a dealer a 4 out of 5 in one area once (all the rest were 5/5), and you would not believe the amount of phone calls and emails I got from the GM and even the owner of the dealer. Wanted to know where the shortfall was and what they could do to make it right. Hopefully your dealership cares about that stuff, but based on their lack of communication they may not.

They do care. Especially the advisor as a few negative reviews can hurt their pay a good amount.

 

[Cobra Jet]

Call the Ford 800#, request a Regional Rep and state your concerns. They will assign it a Case # that gives it priority, the Rep. will reach out to the Service Center and request status updates - which the Service Center will then need to provide what is holding them up and a timeline of when they can get the vehicle done and back to you.

I would also mention to the Regional Rep that if your vehicle is financed you’re not benefiting from its use and have been out of the vehicle for over 1 month now and you would like reimbursement for each payment made.

Here ya go, this thread had the current Ford #’s - but most current will be found in your owners manual IF they are different from those in this thread:
https://www.mustang6g.com/forums/threads/the-ford-800-info-for-those-needing-it.111571/#post-3757658

I also hope the Service Center provided you with a loaner… anything over 48 hours is a mandatory loaner.

 

[Torched10]

Can you get them to total the tranny and get a new one ask the Ford person if they can do that

 

[ice445]

The problem is that there's probably 500 other people calling every day too about their cars. It's a complete shit show out there right now. Any timeline you get out of them doesn't really have to be followed (and probably won't). That doesn't mean you shouldn't hound them in person, but it only goes so far.

It's honestly getting to the point that warranty with certain brands is becoming next to worthless with how long it takes for anything to get done.

 

[Torched10]

I had same issue with vette.servjce guys said they would need to pull tranny apart and they asked Chevy to total the tranny.ichevy agreed had a new one I n a week.maybe you could ask service manager if hewoul call ford and see if a new tranny is in order

 

[Qcman17]

Can you get them to total the tranny and get a new one ask the Ford person if they can do that

This- I'm surprised Ford would pay for a complete internal rebuild using only the external casting and not just provide a new trans. I can't imagine they are saving money doing it the way they are.

 

[Torched10]

This- I'm surprised Ford would pay for a complete internal rebuild using only the external casting and not just provide a new trans. I can't imagine they are saving money doing it the way they are.

That's what happened with me thendealer told ford what it would cost to replace all the I internals snd a new one would be cheaper and more reliable than a major parts replacement
Since it's ford extended warranty
.they should gladly send a new one

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