Business ProfileforWray Ford, Inc.

This past December, I took my 2021 Mustang Mach E to WRAY Ford for a recall on the windshield/panoramic roof panels. BIG MISTAKE!!! They didn't greet or acknowledge my presence. After figuring out where to go to get help, my service rep came out, I gave him my info and left. After four days, I called them and was told the car needed to stay another week to let the adhesive cure. The recall letter said a loaner would be available for the inconvenience. I asked, but no luck. Later that day, the service rep called the car was ready, but I needed to leave the blue painter's tape on the car for 5 days. I got into my car and the seatbelt didn't work. Part of it was missing, and I saw deep scratches on the interior panel. The service manager told me they wouldn't replace anything, his upholstery guy would repair it. When I got home, they butchered the inside of my 6-month-old car. I marked the areas damaged and took 75 pictures. Two weeks later, they had the car. They didn't fix all the damage and sprayed something black on the inside back window. When I called in March, they didn't have the parts. I called the Ford Customer Relations Department three different times to file a complaint. That was a waste of my time! Finally, in May, the parts came in. Later, I heard WF didn't know how to complete the recall and hired an outside 3rd party glass company. What's frustrating is that I have given WF many times the opportunity to provide the above and beyond customer service. Sadly, they failed, badly! After many trips, going back and forth, and countless phone calls, I never received an apology. I've never felt as undervalued as a person as I felt at WF. My family and I will NEVER do business with WF again. I will travel to another state for service before I drive 3.4 miles to WF. I love my Mach E and have no regrets about my purchase, but thank goodness I didn't purchase it at WRAY FORD.

Mrs. ******** we are sorry for anything Wray Ford did that caused you stress on your visit, and I will try to address some of your issues. You did not purchase your car from Wray Ford, and maybe that was why you did not know how to get to our service drive when you brought your car for recall. The stated recall on your car is a glass recall that any dealer would sublet to a glass company for repair. I am not aware of any new car dealerships that do that type of repair. That information should have been shared with you, but that was the one, and only recall like that one we have seen. The world wide shortage of automobiles the last couple of years has really constrained the number of rental/loaner cars that are available, and we have been forced to use our few vehicles as best we can for our loyal customer base. You mentioned a couple of month's wait on some parts, and that is unfortunately normal in this day of supply chain issues that most all industries are dealing with. Again we are sorry that your visit was not to your satisfaction, but we are constantly working to better our processes for our customers.

I appreciate your comment response, however I don't feel like you heard my complaint. First, I drove my car to the service drive of the dealership. I had employees walk right past me without a hello, can I help you? I bet if I were looking at vehicles on the lot, they would have acknowledged me. Secondly, they damaged my car in December, they didn't order the parts until March. They lied to me for over 2 months when I inquired about the parts. I haven't lived under a rock since 2019, I know about the shortages. Ford's recall letter should not have stated a loaner car would be provided for the inconvenience if they couldn't follow through. You stated, "We have been forced to use our few vehicles as best we can for our loyal customer base." I'm not sure what you meant by a "loyal customer base." But thanks for making me feel undervalued as a person with this company for the second time. Third and most importantly, you didn't mention anything about how they butchered my car, and it didn't matter to them. They didn't try to ease my pain or show empathy. They couldn't care less. Before writing my initial complaint about WRAY Ford, I read the past comments from prior customers. Sadly, nothing has changed.