This is going to be long, so apologies in advance. I'm keeping emotion out of it as much as possible and laying down facts Last Tuesday - Gaudin picked up my Mustang for service from my house. Informed me they're busy so might be a few days. Tuesday evening, Wednesday and Thursday morning - I get a call advising me that my "appraisal" is ready. I assume it's sales so ignore. By Thursday I find it really odd I haven't heard from them, so I returned the call and yes, this sales person tells me my appraisal for trade in is ready. I tell him I never asked for an appraisal and it's alarming I haven't heard one peep about my car. Thursday afternoon - Someone calls me to inform me my repair is complete, they submitted it for funding and should be ready by Friday. Excuse me? What's your name? What was the problem? And why do I owe $250? This was the first I heard from them. Friday - no call Saturday - no call Monday - no call. Tuesday - I call in and get trapped repeatedly in their IVR phone system. I finally get someone who tells me they're awaiting funding. I question why I'm having to chase this down. She passes me to Ryan, who called previous Thursday, who tells me he will call and follow-up with them and gives me their number and claim number. Wednesday - no call Thursday - get told awaiting funding. Again I question why I have to chase this down. I decide to drive down there and speak to Mike, the manager. I tell him the story as well as let him know they did a repair without my authorization. Fri - get a text from Mike advising he's having someone contact them. I decide to call the warranty company. I speak to someone in claims who tells me THEY DON'T HAVE AN Invoice. I asked if Gaudin ever called... He said no one has per notes, transfers me to Account Payable who confirms the same and confirms again, no one has called. I text Mike back that I'm coming down. That NO ONE has done what they said they will and my car has been sitting, complete, for a week now and invoice never received. I speak with him, admittedly he just caught me the previous night so I'm not mad at him personally, but the situation is infuriating. RYAN decided to join in and say that I said to call the warranty company for authorization, sometimes "it takes time". I tell Ryan he needs to exit the conversation, he didn't do ANYTHING he claimed he would and him and I are done, I'm dealing with Mike. I tell Mike they already got pre-authorization, let me pay the deductible and we're done. He's not authorized for that, I have to speak to the Director of Service. After 20 mins of more IVR time, I go down there personally. I speak with Lisa who really was indifferent in my opinion. She tells me that they DON'T know they're gonna get paid and they won't release the car until they do and sometimes the companies mail it, so it might even be weeks. I tell her that none of her employees have followed up, it's been me the entire time, and then she calls the extended warranty company with me there and advises they were closed for the day. I took this as challenging the fact that I called and show my phone log. Again, I don't know her, but it came off as really indifferent. Mike at least listened and displayed genuine empathy. I had a Bronco on pre-order, I cancelled that and got my money back this morning. Wife wanted to upgrade to an Explorer, we'll go to Ford Country or Friendly Ford for that. They lost $75k+ because of this, which I doubt they care about, and at this point I just want my vehicle back. I'm checking now to see what legal options I have. I will NEVER return to this dealership except to pick up my car and I will be posting this everywhere to alert others OH, I should add, few months ago my other 2017 Mustang convertible stopped working. I took it to them to diagnose and the motor was crazy in price and labor, so I found a genuine OEM Ford motor for hundreds less on ebay. The seller? Gaudin Ford...
That's funny Brad C, you wanna fix problem when you are part of the problem...good luck to anyone who goes buys a car at Gaudin Ford
As i don't have you in my system, please contact me at bradc@***.com so i may review and resolve your problem. Also, did you bring your complaint to anyone's attention?
Thanks for your time and attention to this matter. I look forward to speaking with you.