Cam Clark Ford Lincoln

Major Disappointment from the Service Department I have been bringing my vehicle to Cam Clark Ford since 2012 and have received amazing service thus far but my most recent experience was some of the I have been bringing my vehicle to Cam Clark Ford since 2012 and have received amazing service thus far but my most recent experience was some of the worst customer service I have ever experienced. I brought my vehicle in on Tuesday morning because the Coolant Issue light had come on. Brought it in to have the vehicle inspected and an oil change. Was called later Tuesday afternoon to be told by Steve over the phone that it would cost $1572 to repair my vehicle and that I would be a week without a vehicle because it would take a week to get a part. And they had no courtesy vehicles but could try to get me a rental for $25/ day. I asked Steve to please email me a summary report of my vehicle and a quote for all the work needing to be done as I had to make decisions around the high bill as well as being without a vehicle for a week. I waited and waited for the report to come through but the Service Team went home for the day without sending me the quote. Day one of no vehicle. On Wednesday morning I called as soon as the service department opened asking for the report to be sent through. At 930am Steve called me asking if I had made a decision. I told him no because he still had not sent through the quote. He emailed me a quote but it did not have the coolant issue on it or the replacement for that piece and instead was quoting for breaks and rotors. My vehicle inspection report was also not included. I replied to the email saying that I would like a full quote and that this does not list the coolant hose. He replied with "That is $236 + tax to install." At this point I called the Service Manager, Keith, and explained that I did not want to get anyone in trouble but that what I would like is a standard ask, a vehicle inspection report and a quote for all the work they are doing. Ford is great at this traditionally, even sending you facts sheets about what each part does for your vehicle. I explained that I am asking for the report on my vehicle that lists all the work they are recommending and a quote. Keith asked me to give him an hour. I gave him an hour and received the report Wednesday afternoon. I was shocked to see the price had increased and was now over $2000.00 and there were items on there that had not been mentioned to me as critical and other items that I had been told were critical that were caution. I was more confused then ever. Keith called to see if I had received the report and I said yes but that I was concerned as to all the new additions and needed sometime to see what I could do. Especially since it would take them a week to repair my vehicle and I would incur a car rental cost. I called Keith first thing on Thursday morning and shared that I needed to find financing to get all of this done and that I was considering taking it to another mechanic who could get me the part quicker than 7 days wait. I personally could order the part online and have it shipped within 24 hours. Keith asked me to give him time to see what he could do. This was at 2:30pm. He had an hour meeting and would call me back. I called him at 4pm after having not heard from him. Then at 5pm called back and was told he had gone home for the day. Day 3 with no vehicle and no follow up. I was beyond frustrated as I need my vehicle for work. During the time it took Keith and his Team to get back to me I found my own mechanic. Rented myself a vehicle and hired the mechanic to come with me to Ford to pick up my car and get it out of there on Thursday evening. On Friday morning I called in to pay for the oil change and they had no record of me picking up my vehicle despite the fact that I had even provided a photocopy of my drivers license stating that I had taken my vehicle. I was able to hire another mechanic to pick up the vehicle with me, order the part and repair my vehicle for less than the price quoted by Cam Clark Ford. And had my vehicle repaired and up and running by end of day Saturday. I am grateful to the salesmen there on Thursday evening who helped me get my vehicle back. But my list of concerns with Cam Clark Ford Service are very lengthy now. And still no call from the Service Manager or anyone on the team to apologize for any of this. It pains me to write this review as I have always said wonderful things about the Ford Dealership even after people questioned me on why I take it there after it was no longer under warranty. And it was because I was always treated fairly. But I can no longer recommend them and will not be returning with my vehicle to this location. It honestly even makes me question if I will buy Ford again, and my family is a Ford family. I even have a family member who works for Ford in another province. I am grateful to the mechanic who came with to take my vehicle and went through the report with me to show me a 5 month service plan to get my vehicle up and running safely again for 1/3 the cost of Cam Clark Ford. More