Service/Body shop experience...HORRIBLE. Took my brand new 2017 Explorer in June 19 after the first storm because it got water in it while sitting in my driveway. No flooding in my streets...just sitting there. They could not find the problem/leak. Told me I must have left the doors or windows open HA! It stayed there during the next storm and got MORE water in it ON THEIR LOT in THEIR CARE. Maybe THEY left the windows or doors open, of course they didn't like it when I turned the tables and asked them that very question. Still could not find the leak, but there is an obvious problem since it filled up more after the next storm. They refused to fix it under warranty because they still couldn't find where the water was coming in so they said it was not a warranty issue...hmmm. To this day...3 weeks later...it is STILL sitting there with water in it...basically rotting in the heat, and do I have a loaner in the mean time...nope! I have asked for a loaner several times and "nothing is available"! So....stranded for 3 weeks at home with no transportation!!! Luckily I am a teacher and on summer break...not sure HOW I would have been able to get to work if it were during the school year! Unluckily my daughter has had to miss team practices because I cannot get her there. Having called A LOT and been put on hold...their hold message wants all customer to be happy "If you are not happy we are not happy" well...I am not happy and this is not 100% satisfaction as your message guarantees!!!
Finally gave up on HACIENDA and FORD and had to call for insurance and guess what...insurance had to call it a total loss because the service/body shop never took the water out AND it should have been a warranty issue since it's only 5 months old! I have only had it since January!!! AND STILL NO LOANER!!! Shame...Not sure what happened but their service has really declined. Now that Hubby is finally off today, we've gotta go get all my stuff out of it before the insurance company takes it to the salvage yard...OH! AND find $500 for the deductible on a problem THEY MADE WORSE! Personally I feel they are at LEAST 50% responsible for the damage since it got worse under their watch, so they should pay for 1/2 if not all the deductible since they could have taken care of the issue day 1 instead of waiting and letting it rot.
We have purchased at least 7 vehicles sent 3 other people to Hacienda...including my parents. We were thinking of trading in our eldest daughter's Fiesta for an EcoSport, - and I will say that the sales team has always done us right - but not sure it will continue to be here if I cannot trust the whole team to take care of us after the purchase.
Net Promoter® NPS®, NPS Prism®, y los emoticonos relacionados con NPS son marcas registradas de Bain & Company, Inc., Satmetrix Systems, Inc., y Fred Reichheld. Net Promoter Score™ y Net Promoter System™ son marcas de servicio de Bain & Company, Inc., y Fred Reichheld.
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Finally gave up on HACIENDA and FORD and had to call for insurance and guess what...insurance had to call it a total loss because the service/body shop never took the water out AND it should have been a warranty issue since it's only 5 months old! I have only had it since January!!! AND STILL NO LOANER!!! Shame...Not sure what happened but their service has really declined. Now that Hubby is finally off today, we've gotta go get all my stuff out of it before the insurance company takes it to the salvage yard...OH! AND find $500 for the deductible on a problem THEY MADE WORSE! Personally I feel they are at LEAST 50% responsible for the damage since it got worse under their watch, so they should pay for 1/2 if not all the deductible since they could have taken care of the issue day 1 instead of waiting and letting it rot.
We have purchased at least 7 vehicles sent 3 other people to Hacienda...including my parents. We were thinking of trading in our eldest daughter's Fiesta for an EcoSport, - and I will say that the sales team has always done us right - but not sure it will continue to be here if I cannot trust the whole team to take care of us after the purchase.