Sherwood Ford

Sherwood Ford responded

Dr. Ho, We understand your frustration regarding the recent service experience with your F-150 King Ranch. We apologize for any inconvenience this may have caused. We want to clarify a few points: Recall Issue: The broken bolt is a known recall issue with your F-150 King Ranch. Unfortunately, the replacement part is currently on backorder with Ford, which is causing the delay in repairs. This delay is beyond our control. When the part is available to us, your truck will be promptly repaired. Until then, it is unsafe to drive. We do not provide indoor storage of vehicles awaiting repair. Rental Vehicle: We do care, and to ensure your mobility and safety, we arranged for a rental vehicle at our expense. We understand that the Chevy Spark may not be YOUR ideal vehicle, but it is the most readily available option at this time and safe to drive. We even offered to cover the cost of winter tires for the rental vehicle to accommodate the colder Alberta weather conditions. Unfortunately, you declined both the rental and the winter tires. In the meantime, we are working with Ford to expedite the delivery of the replacement part and will keep you updated on its availability. We value your business and want to resolve this issue as quickly as possible. Please feel free to contact our Service Manager, Damon, at (780) 449-8040 to discuss this matter further and explore any additional options. Thank you for your understanding.

Sherwood Ford responded

Hello 3DLabs, Thank you for reaching out and sharing your recent experience with Sherwood Ford Service. We sincerely apologize for the frustration you encountered with our service department. It's clear we fell short of delivering the exceptional service we strive for at Sherwood Ford, and we take all customer feedback seriously. We understand your disappointment, particularly regarding the overnight stay of your vehicle and no loaner car. Our service department prioritizes completing repairs as quickly and efficiently as possible. We recognize the inconvenience caused when a customer is left without their vehicle. We'd like to assure you that our service department does offer alternative transportation options, including Uber rides and a courtesy shuttle, to help minimize disruption for our customers. In the future, if your vehicle requires an extended stay, we encourage our guests to take advantage of these options. If your vehicle only needs basic services, our Ford Mobile Van comes to you in the Edmonton region. It's concerning to hear that the three issues you brought your truck in for weren't addressed during the initial service visit. We would appreciate the opportunity to discuss this further and ensure your concerns are addressed promptly. Would you be open to a call from our Service Manager, Damon Egan, to discuss your experience in more detail? He can be reached directly at (780) 449-8040. We value your business, 3DLabs, and we're committed to regaining your trust. We look forward to the opportunity to demonstrate our commitment to your satisfaction.

Sherwood Ford responded

Dear barelEB, Thank you for taking the time to share your feedback with us. We appreciate your trust in Sherwood Ford for your daughter's car service needs, and we sincerely apologize for any inconvenience caused by the delays and lack of communication. Firstly, we want to assure you that providing an exceptional customer experience is our top priority, and we're genuinely sorry that we fell short of your expectations during your daughters recent visits. Feedback is invaluable in helping us identify areas for improvement. We understand how valuable time is for our customers, and we regret any delays in getting your daughter's car in for an oil change. We would like to clarify that the booked appointment time is the designated drop-off time for the vehicle, not necessarily the time it is brought into the service center for repairs. This system is in place to ensure a smoother process and avoid a rush of customers arriving simultaneously. Regarding communication, we have noted your concerns about not receiving timely responses to your text messages. We want to let you know that we respond by text, especially if the customer has agreed to receive text updates. We understand the importance of keeping our customers informed about the status of their vehicle and always strive to enhance our communication processes. We genuinely appreciate your patience and understanding as we look for ways to improve. Our team is committed to ensuring that your future experiences with Sherwood Ford are positive and hassle-free. Your daughter may want to consider skipping the visit to the service all together and schedule one of two convenient options: Ford Mobile Service van comes to you...or Complimentary Valet Pick Up and Delivery. We will come get the vehicle, bring it in for repairs, and return it when the work is completed. If you have any further concerns or if there's anything specific you'd like us to address, please feel free to reach out to our service manager directly: Damon Egan, (780) 449-8040. We value your feedback. Thank you once again for choosing Sherwood Ford. We look forward to serving you and your daughter in the future and providing an experience that exceeds your expectations.