Packey Webb Ford

Reviews 3

J.

J. Phillips

I brought my car in to have a simple Check Engine light examined, with the vehicle still within the 5 year / 60,000 mile power-train warranty under the reasonable impression that an engine-related defect would be covered under Fords standard warranty. After the service technician was finished examining the cause of the problem, I was charged a whopping $140 "diagnostic" fee, which only involved the service technician plugging in an OSB sensor and reading off a computer code. This type of test can be done for free at Auto Zone. The only reason I went to the dealer from the start was due to the warranty being in play, and because I wanted to give this local dealership the chance to win over my business for future maintenance outside of routine oil changes and tires. This $140 charge did not include the additional cost of the proposed repair, which involved the replacement of a canister purge valve, for which they wanted to charge me an extra $265. The part only costs about $40-50 on Auto Zone and the installation is fairly simple. When I disputed the diagnostic charge with the service manager I was essentially fed a load of garbage about how diagnosing the problem involved a large amount of disassembly and labor, despite the whole process taking less than half an hour and not requiring any physical diagnosis beyond the computer code. I pointed out that I assumed this would be a warranty-covered repair given that it was a "check engine light" issue, and the power-train warranty covers any defects in engine components. The service managers excuse was that because the faulty component was technically part of the emissions system, the engine warranty didnt cover its replacement. I explained that a $140 fee to simply check a computer code was insane given that I could have had that performed for free nearly anywhere else. I only came to the dealer based on the rapport that I had begun to build with them from my past visits. At this point the service manager started to become agitated and soon became outright abusive and aggressive, repeatedly stating that I "was going to pay the fee" if I wanted my car released. I then asked if this is how they treat all repeat customers, and if he thought losing all of my future business as a local dealership and repair facility was really worth $140 to him. I had even mentioned before the time of the repair that I was planning on having a coolant flush performed with them, which alone would have been about $150 of future business, not to mention the $700+ I had previously spent on tires there. The manager shrugged this off and mentioned that he "sells tires all the time" and clearly implied that my repeated business was not a concern of his. Because of the downright abusive, misleading, egotistical, rude, and highly unprofessional manner in which I was treated, and the fact that they charged me over $100 to perform no work and not actually resolve my problem, I cannot recommend this dealership to anybody for any reason. I highly advise potential customers to steer clear of this place in favor of an independent repair shop, or at least a different Ford dealer. While my experience dealt only with the service department, any dealership upper management that allows this type of behavior from its staff should be avoided at all costs.

JO

John Prysny

Worst service department I have ever encountered. The main guy at the desk who takes calls (mustached guy, I think his name is Brian) has been incredibly rude every single time Ive had the misfortune of dealing with him. One time when my car was getting a heater blower motor replaced I called on my lunch break to check on the status of the car since I needed to plan for a ride home if it wasnt done. This guy answered. He asked me who my service rep was and responded that I didnt remember who I gave the keys to. His response: "How can I check the status if I dont know your service rep?" Ummm Im fairly positive that there are several different ways you can obtain that information: my name, phone number, etc. This last time I took my car in for a special appointment (Fiesta, notorious trans/clutch problem). I had my car there for an 8am appointment and get a ride back home. 4:30 rolls around and I still havent heard anything, so again I call to check on the status so I can arrange for a ride if necessary. They say its a fried clutch but they dont have the part in stock. i would have to make another appointment and come back, and he said I can pick up the car. So I get a ride up there and head to the cashier. My paperwork wasnt at the desk and the cashier couldnt get a hold of anyone in the service department to find out where it was. So much to my chagrin, I walk to the service dept and the rude guy is there. I tell him they didnt have my paperwork at the cashier and he just shrugs and says, "Sooo..." as if he was confused why a customer was asking for his help. He tasks someone else with helping me, and I wait for 20 minutes while that person looks for my service rep (who was really great by the way. His name was Paul and was the only thing preventing this situation from being a total nightmare). So when I finally talked to Paul he explained I would have to make another appointment in the next week. He asked the rude-guy if he could make the appointment since the computer that he was on was the only one available to use. He grumbled and again acted annoyed that he had to do his job, but he set up the appointment. Oh yeah, I forgot to mention that they actually did have the clutch in stock the whole time, so I could have just kept it there one more day instead of going all the way there and then having to return in a week (and driving with a, and I quote, "fried clutch"). One last thing: I got an email for a customer experience survey. So I decided to answer it truthfully. The first question was "Did this experience meet or exceed your expectations?" I selected No, and the next page refused to load. Tried it five or six times. Then, just for fun I go back and answer that Yes, it did meet or exceed expectations. And guess what? The next page immediately loads expressing relief that I had a "good experience." Im not implying deliberate sabotage or anything, but I find it a bit suspicious. End rant. To summarize: incredibly rude and disorganized service department. I will likely not return.

CA

Caroline Greene

Buying the car wasnt an issue, getting it fixed was AWFUL. We have a 2012 fiesta which was having the all too common transmission (clutch) problem. Despite Ford knowing they had this problem and issuing multiple TSBs regarding it, Packey Webb continued to tell us there was nothing wrong and that it was supposed to shudder. I knew what a slipping clutch felt like, yet they still told me it was normal. We brought it up to them a 2nd time when we had the car in for an oil change and they said they wouldnt look at it - that we would have to bring it back for a special apt with a specialist (note: it took another dealership less than 60 seconds to say yes, there is a problem with the car and that the clutch needed to be replaced). Again they assured us it was normal, keep driving the car, it will get better. Finally it got bad enough we couldnt handle it and took the car back to packey webb - instead of test driving the car they handed us a piece of paper, told ME to decide if I thought what the car was doing was normal, and then get back to them. Or I could pay $140 for them to test it - even though the car was still under power train warranty. After fighting with them they finally agreed to perform an upgrade to the computer that "may or may not" work without ever even driving or looking at the car. Needless to say, the TSB update did nothing, and they charged me for it claiming that even though it was to fix a transmission issue, since it was done to the computer it wasnt covered. Even after doing the update they still didnt even bother driving the car to see if the shudder was still there. Long story short, after 3 attempts, they DID NOTHING and kept telling me it was normal even though it is widely known these transmissions are having slippage problems. Finally I called ford directly, opened a case, and from there on now that Packey Webb is out of the picture everything is great. Ford has been wonderful in assisting me - they had me take the car to a different dealership (Zimmerman in St. Charles who has been AWESOME). It took the tech at Zimmerman, as stated, 60 seconds to say this is not normal and that the clutch was slipping. They did the test on the car and the "normal" shudder was supposed to be in the 200 range or under - mine was in the 700s. Pretty bad but according to Packey Webb it was all normal!!! Had I listened to them I would be replacing the transmission soon enough and conveniently for them after my warranty was up. At the end of the day, to the rather rude service guy I dealt with - I was right, you were wrong. Lucky for me I didnt listen to them and took the car to a much more knowledgeable and friendly dealership who is replacing the clutch under warranty with the issues fixed and Ill have my car (which I love minus the clutch and Packey Webb issues) back.