Sunrise Ford- Fontana HORRIBLE CUSTOMER SERV DEPT California

I solely ever get to the point of having to write things like this. Especially because I myself work and manage a customer serv department. NEVER in my life would I think a company that says that they hold high standards would EVER treat a customer with disrespect and even go as far as taking the word of an employee over that of the customer.

First and foremost – Sunrise Ford has lost all my business. Never again and I was getting ready to purchase our next car there.  And NEVER again will I ever take my car in to service there. In fact I am pulling my car out today because that’s just how disgusted I am with your concept of “customer care”.

My experience thus far has been trying and unfortunately it has been the worst customer serv experience of my entire life.

Took my car (2013 Ford Escape)  in Friday and was told that a tech would look at it and diagnose the issues and "give me a call"... we got a rental on Friday bc we are a single car family.  Called Saturday for update. 

Had I known or EVER been told that my car wouldn’t even be looked at till TUESDAY I would have not left it there the entire weekend PLUS 2 business days. I had to reach out numerous times and each time “WE WILL CALL YOU”! “WE WILL CALL YOU”   our call log as of today shows 43 calls altogether !   I shouldn’t have even made 1  !

NEVER did anyone – NOT SARAH NOT MIKE ever tell me or my Husband Steven that it would like 5 days for my car to get a diagnostic!  WHICH that time frame alone is ridiculous -  IT IS NOT THE CUSTOMERS ISSUE THAT YOU ARE SHORT STAFFED!  IT IS YOUR ISSUE THAT I HAD TO WAIT TILL TUESDAY AND LIED TO! When we were both clearly told Saturday we would have a diagnostic-  because of this issue I have been having to be in a conflict with my work schedule. But what’s worse is that my husband was told by MICHELLE that he and I were informed it would take the entire weekend  PLUS for diagnostic at the time of drop off on FRIDAY! WHICH IS A COMPLETE LIE!  Mike was on the phone!    Sarah assisted us! But said we would get a call with diagnostic that SATURDAY! 

I AM NO LIAR both my husband and I were side by side and we didn’t hear different things -  WE were told Saturday !   Now I am getting a call that neither Mike nor Sarah will cop to that !  well doesn’t surprise me!   If this is who you have representing you CUSTOMER CARE! Where the customers information is being overridden by what your staff is claiming as truth than -  I am deeply saddened by this because that’s not customer care!   That’s customer care suicide !   No customer should EVER feel that the way we have been made to feel. First we choose to go to Ford Sunrise for service and car purchase because we both felt that the staff were amazing!  Apparently that’s clearly just your sales team!  We had other options and I have bought a few cars and NEVER have I been made to feel lower than the staff at Sunrise has made me feel!

Basically this is my entire take on what my husband and I have dealt with

All I have heard for days was Ohh we haven’t had a tech look at it yet... ok... really?!  And when we explained our rental situation it was "our problem" because of their delay. Sunday... didnt hear any word... Monday we called for an update... receptionist transferred us 3 times... we finally left a message for our service advisor and we were told again... 

Ohh we havent had a tech look at it yet... but we will call you and again... your rental isnt our problem even though the delay is in us. (now I am stuck in a really crappy rental and now a bigger delay with car repairs) 

My Husband Spoke to a supervisor... same words different phrasing.  (THEIR DELAY  - MY RENTAL – MY PROBLEM)! 

Then it’s Tuesday and still... no word and its 10am... another day another day racking up the charge of a rental and no diagnostic. Didn’t get a call till after 2pm !   2 pm on TUESDAY!  

I am actually really upset. I bought my car here... planned to buy my next car here... always got my services done here.. and now... I have literally lost faith in this place and there is no concept of customer service. Even the supervisor has no accountability. Somehow... the cust is to blame for delays not the serv dept. 

I work and have worked in cust serv for 12+ yrs and I am currently just beyond with how I have been treated as a customer. My next car will be purchased somewhere else and my services will be put in the hands of someone who will give me straight details and information.

Even if I take it somewhere else and they charge me hundreds more for work! You know what!   That’s perfectly fine as long as they are straight forward with me… honest from the start and they follow up with me on status!  AND DON’T CALL ME OR MY HUSBAND LIARS!

I am gravely upset that I was lead to believe you actually cared for your customers but this experience has me floored!  

I am NEVER going to do business with Sunrise ford again – I am pulling my car out of their today and you will cease to ever hear from me and those that I know who are looking for cars at the moment will be told of my experience!

Please stop hiding behind the customer care phase – because Michelle  / Mike  / Sarah -  clearly don’t know the concept

Thank you for making this a event a horrible inconvenience for me