All American Ford of Kingston

Reviews 3

BO

Bob Holzman

Very disappointed with this service department. I made a 7:30 appointment for some warranty work. Arrived on time and 1 hr later my truck still hasnt been touched, even though Im at the top of the list to be worked on. When i arrived, the man that checked me in was surprised to hear I was going to wait and that i was told it would only take 1-2 hrs for my appointment. I had to ask if they had a waiting area and I got "yeah, right over there". The proper professional response would have been, absolutely sir, its just down the hall to the left, and feel free to help your self to the coffee and donuts we have for you & the bathrooms are straight ahead. The attitude I get when I asked about when I would be seen is, Im doing the best i can (well thats just frightnng) and an overall feeling of, too bad, the mechanics dont get here till 8:00 anyway and customers always get here early to be first in line. Thats great, but i had a 7:30 appointment and was told it would take 1-2 hrs and there are customers that came is after me that are getting work done already. I asked who booked my appointment and was told "i dont know". The correct response would have been Im not sure, but let me see if I can find out to make sure this misunderstanding never happens again. The service department could certainly use some customer service lessons from the sales department (which was fantastic when I purchased my truck). Adding insult to injury, i was just talking with another customer who waited a couple hours for a scheduled oil change and as they brought his truck out, we watched as his front tire almost fell off due to service not putting it back on properly. UPPDATE: Pulled in at 7:30, and still here at 11:00. They are just finishing up with replacement of 1 front seat cover (two guys working on it). Now told there is a defect in a seam and it will need to be replaced AGAIN. By the time I might get home, it will be a good 5 hours of my day gone for NOTHING. Ill need to come back again for replacement, then i will NEVER be back here for service work, even for free warranty work. UPDATE: After a month went by, I called to see if my seat cover came in (because I never heard from them), and was told that it was in. I asked when it came in and was told, "I dont have that information". My guess is that it came in 1-2 weeks after they placed the order and they simply failed to call me. I scheduled an appointment to come in and have the work done, and get a loaner car this time. The day before the appointment I called to confirm, and was told that the work should only take a couple of hours. I arrived at 7:30 the morning of, was promptly attended to and got my loaner car. I let them know that they also needed to have them replace my tail light as condensation was accumulating. At 5:45 I was contacted via text, that my seat cover was installed but they had to order the tail light and it would come in the following morning. The next morning, I was told the tail light would arrive later that morning. Finally at 3:20, my truck was ready for pick up, almost a full TWO days later for a job that should have taken a few hours. I picked up my truck and received zero apologies for taking so long. The seat cover looks as it should but they removed a few items from under the seat and failed to put them back where they were. Not that big of a deal but it shows a lack of attention to detail and respect for my property. The only reason I would ever use this service center again is if my truck broke down right in front of it.

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Liz Messina

Update!!!*****7/31/2014 This dealer is now under new management! They have cleaned house and are phenomenal. Eddie F, Matt, the service crew Rob and Ron were fantastic. Not only did they get us right in with the service department to fix all the wrongs within 24 hrs, they set us up for a rental and worked above and beyond to get us in another vehicle. I needed another vehicle as I was going back to work. Last minute and not having the best credit I was nervous it wouldnt happen. Every person we spoke to was not only nice and accommodating but they acted like real people who care. Not salesmen.They made it happen and the end result was great. We were not ripped off and left beyond satisfied. I would definitely recommend you give then another chance if you werent pleased with the prior crew because these guys are outstanding. Below is my original review -before- the new management came in. Not a good place to get a vehicle. I dont even want to give it one star. They are only interested in the sale and nothing more. Customer service is awful. We purchased a Certified Used 2008 Ford Escape in July 2013. At the time of purchase I was told that since the vehicle was certified used (making it more money than originally advertised) that it would include all original options included in the model. The vehicle was missing back passenger head rests, back cargo cover and our spare remote key. I was told as soon as it arrives due to they had to be ordered that I would be called. A week after purchase the vehicle started making clicking noises, I called and spoke to Jeff Mayer (our salesman) he said come on in we will take a look it is covered in the warranty, I explained to him this is our only vehicle and I would need a rental, he said it wouldnt be a problem. Well it was a problem, I drove over an hour to the dealership, Jeff was not there and I was told I would be responsible to pay for a rental. I was not prepared for this and very angry I had to leave work early to get up there before Jeff was to leave and he wasnt even there. Months went by I checked in monthly to see the status of the parts and was told it was on back order, the wrong parts were ordered and then our calls would be dodged. When Id get Jeff Mayer on the phone he would rush off the phone, say it was being handled and he would call back asap. This never happened. It is coming up on a year now and still no parts have come in and I am only able to get through to Jeff if I call from a different number other than my own. This is a disgrace. We have two children that are in car seats and headrests are important for added protection in safety straps. Nothing has been done correctly in the process of buying this vehicle. The financial information they are supposed to send to the finance company was not sent in, I had to do that and it really seems like I did all the work in buying this vehicle. I do not understand the problem why this is taking so long to be fixed.

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Jennifer Guyton-Bohlen

In June, I purchased a used Honda CRV from the dealership, with the promise that a blu-tooth hands free system would be installed. Also, I asked them to check the brakes as they were grinding (which i noticed when i drove it off the lot). I called for nearly two months to set up the installation of the included hands free device. I emailed and called my salesman George, who never once responded to any of my attempts at communication. I then spoke with his supervisor who said theyd see to this, and again, no response. After speaking with one or two more higher ups, I finally get a date to have it installed. They took my car over the weekend and I picked it up Monday. The hands free they installed, looked to be the cheapest model "hands free" they could get. It was installed in the only storage slot near the radio that would fit my phone so now I have no where to tuck it while driving when I wanted to plug it into the AUX jack for music. I had hoped the device theyd install would be incorporated into the radio and the hands free would work with the music, but apparently not. The microphone for the hands free, was mounted on the bottom base of my odometer area, behind the steering wheel. When I use it, people I am chatting with complain I am either very staticy, you hear the blinker very loudly or they can barely hear me at all. Also, the sound only comes out of one speaker in my vehicle and its the one on the passenger side door. I cant hear my conversations very well when driving at higher speeds such as on a highway. (I commute to a westchester hospital fairly often where my son is getting treatments) They have promised to have this fixed for several weeks now since Ive picked it up. This past Friday i waited all day for someone to come to my home to work on it. They never showed up or called to let me know they wouldnt be there. Now, twice, after this person was suppose to come work on it, Ive called the contact Sherry and have had no response back. I am still dealing with a lousy hands free system and no resolution in site. I paid $15K for this car and hoped Id get some better customer service than this. I have seen better hands free systems online that could have been installed to do hands free phone and blu tooth sync music with external microphone for less than what I was quoted they paid for this craptastic device. (Its smaller than a credit card) If i could, I would return the vehicle and shop somewhere else because of the bad customer service. Oh..the brakes still grind btw after they "checked them" and stated they were at half life and fine. I would highly suggest shopping somewhere else if you need a vehicle. As soon as you hand them the money and pull off the lot, their customer service stops there. They want the sale and nothing more. Shop elsewhere folks, I certainly wont go there again nor ever suggest them to someone else.