Theodore Robins Ford

Reviews 3

SC

Scott Naples

I recently purchased a 2015 Ford F-150 Lariat about a month ago (not from this dealer). Since then, I noticed a few items that were not working properly, so I decided to bring my vehicle to this service center to have it looked at. Here is a Recap of the items I brought in to have serviced: 1. I could not set the door lock code from the Ford MyTouch display and needed a tech to reset it. 2. The Sirius satellite radio sound quality was very bad, but other radio options sound great 3. The ignition on/off button was loose and wobbled when pressed 4. The main issue that I brought my vehicle in to be services was that I was hearing a humming sound (like a bad wheel bearing) coming from the passenger side. I let the service representative know that this was the most important issue to be looked at as I wanted to ensure there were no safety hazards associated with driving the vehicle. Here is my review of the services performed: I scheduled an appointment at your service center for 7:30am and the vehicle was dropped off promptly at that time. The rep took detailed notes of all the problems and informed me that he would be in contact shortly and they would look at it that day. I waited until 1:30pm (6 hours later) and had not heard back from the service center. I left several messages for the representative who failed to return any of my calls. Finally at about 3pm (7.5 hours) I called the service center again. After being transferred 5 times, I finally managed to reach a different service representative who said that my rep was currently busy and they would relay the message. about 30 minutes later my rep finally returned my call and provided an update on my vehicle (8 hours since I dropped it off at your service center). Here is a recap of what was done to my vehicle in 8 hours time. 1. They were able to reset the unlock code on the door - Although they stated that it cannot be set from the Ford MyTouch display. No other information given as to why the display method does not work (as this is how the user manual states to reset the code) or how to reset it myself should I need to in the future. 2. They listened to the Sirius radio and said it sounded fine to them and no service was done. when I picked up my vehicle, I listened to it with the technician and showed them the difference in sound quality between Sirius, FM Radio, and Bluetooth Audio. The difference was night and day and Sirius sounded awful. The tech agreed but stated that this is the way it is in all their vehicles (which I highly doubt) and no service was done to resolve the issue. 3. They also looked at the wobbly ignition button and noted that it did indeed wiggle. I see this as a safety concern as ignition wires should not be wiggling around. They compared it to other vehicles and stated that the other buttons reacted the same way and no service was done to resolve the issue. 4. The rep then stated that they had not had an opportunity to look into the main issue that I brought the vehicle in (to have the humming sound looked at). They had my vehicle for 8 hours and did not even take it on a road test to identify possible issues?!?!? I let the rep know that this is completely unacceptable! His response was that they were busy and only have 1 tech to look at it and no service was done. This should never be an excuse. If I made an appointment, they should have had it on their list to be worked on. I immediately informed the rep to stop all work on this vehicle (it was approaching closing anyways). No apology was given and no alternative solutions were suggested. Bottom line - When I made the appointment, I was told they would need the vehicle all day and would have it back to me by the end of the day. I dropped my vehicle off 1st thing in the morning and all they did in +/-8 hours was reprogram the door locks, wiggle the ignition switch, and listen to the radio. Dont waste your time with this center!!!

KA

Karen SantaCruz

We made an appointment to have our 2010 Ford Fusion serviced on Tuesday Oct 13 at 8:00 am. The front end had been making "rumbling" sounds on acceleration. My husband called in the afternoon, and Pete Ferra told us that they had been unable to find the problem as yet. The next day, we called again in the afternoon, and were told they still couldnt find the problem, and had asked "Ford" for help. I called later and left a message that we needed to know how long this was going to take, I would need to get a rental car, etc. No call back. I had an "online chat" with Jim Ceja who told me that Bruce the service manager would call me in the morning. We went in at 7:00 am on Thursday to pick up our car. [Bruce never called us] Miraculously they were able to diagnose the problem late the night before. It was the right front axle (worn down) and the center shaft. It would be $1,000 for the axle and $124 for the shaft. Not all the parts were in stock. We couldnt get the car right away, because the service guys dont get in until 8, and Pete didnt know what status the car was in. We told them to go ahead with the work, and walked across the street to rent a car. No call again on Thursday, but Pete called Friday PM to say I have good news and bad news. He said it would be cheaper than quoted, because it was the motor mounts & a broken bolt and not the front axle. He said the car would be ready on Saturday. When I had googled "Ford Fusion rumbling sound in the front end", motor mounts came up as likely cause. Hard to believe it took them that long to discover it. I dont think they really worked on it until Friday. I have loved my Fusion, and had a good experience buying it from Nicole, but this service incident was terrible.

PA

Paul Owens

I went to Thedore Robins Ford on 4/24/2013 and spoke with salesman Lamar Johnson regarding purchasing a vehicle. I was pre-approved with Capital One Auto Finance and had already provided ALL documentation such as income verfication etc to Capital One. I provided all such such info to Mr. Johnson, however he insisted that his finance department run my credit to check additonal financing. I advised Mr. Johnson that I did not want to be financed with any other company other than the one Ive already been approved with. I did purchase a veh, I contacted my insurance company and they faxed over documentation showing Capital One as the lien holder. So, today I get a letter from WELLS FARGO DEALER SERVICES stating they have my loan. I contact Lamar Johnson advising him I did not authorize nor did we ever dicsuss taking the loan elsewhere. He response is that Capital One wanted bank ststements and paycheck stubs! Really? I already submitted all doumentaion to Capital One, thats why I had the approval! Lamar Johnson then states there is nothing that can be done and starts laughing over the phone. I have made numerous calls to Peter Hernadez the Finance Manager to no avail. I am truly dissapointed in this dealer as I have been a loyal customer for years and have purchased vehicles from them in the past. NEVER AGAIN. They were decietful and and completely pulled a scam by not honoring the finance company I requested.