Jan 04, 2024
Hi all,
I want to start by saying I am sorry for my first post being a rather negative one. However, I want people to know about the issues I have encountered working with the service department at Covert Ford in Hutto, TX. I ordered my Bronco Black Diamond 7MT in December 2021 and took delivery in December 2022. Beginning in November 2023 with less than 10K miles the transmission began to make a severe scraping noise when cold. I did some research and found this is a relatively common issue and covered under a TSB. I Called Covert Ford in Hutto, TX where I purchased the vehicle and was informed it would take 2 weeks for their tech to take a look at the vehicle once I dropped it off. I asked if I could make an appointment to take it in and continue driving it as this was my only car and was told no, they would have to keep it the whole time. I then asked if they would provide me a rental vehicle and was again told no. Since I had no other option I left the car with them on December 4th, 2022. For two weeks I did not receive so much as a phone call or email to update me on the status of my vehicle. By the end of the second week after calling multiple times I was told the parts were ordered and my Bronco would be ready the next week. The following week I again received not a single call, text, or email to update me on the status of my vehicle so I called again. This time I was told the tech working on my vehicle had broken the bolts connecting the output shaft and they would have to order more parts. The service tech had the audacity to tell me don't worry we will fix this at no cost to you. I informed him the vehicle was under warranty and they had broken the parts so that would have been my expectation all along. After this conversation several days passed with no updates so on 12/29/23 I drove to the dealership. I asked for my service tech but he was not immediately available so they passed me to someone else. This tech had no familiarity with me or my car and attempted to tell me they were trying to replace the spark plugs.... I cannot make this up. After about 30min of waiting my service tech finally showed up and told me they were still waiting for parts and nothing could be done. At this point I asked about receiving a loaner vehicle as I need a solution for commuting to and from work...the Uber rides are starting to add up. He told me only the manager could authorize this. I asked to speak with the manager and was told she will be gone for two days and does not have her phone so we cannot call her. I asked to have her please call me upon her return. It is now 1/4/23, Covert Ford of Hutto has not answered my calls nor responded to my voicemails over the past two days. I am still waiting on a call back from the service manager. I am sorry to write such a long-winded post but I want to make sure any prospective buyers are aware of the practices at this dealership and the level of service they have provided to me when making their buying decision.
I want to start by saying I am sorry for my first post being a rather negative one. However, I want people to know about the issues I have encountered working with the service department at Covert Ford in Hutto, TX. I ordered my Bronco Black Diamond 7MT in December 2021 and took delivery in December 2022. Beginning in November 2023 with less than 10K miles the transmission began to make a severe scraping noise when cold. I did some research and found this is a relatively common issue and covered under a TSB. I Called Covert Ford in Hutto, TX where I purchased the vehicle and was informed it would take 2 weeks for their tech to take a look at the vehicle once I dropped it off. I asked if I could make an appointment to take it in and continue driving it as this was my only car and was told no, they would have to keep it the whole time. I then asked if they would provide me a rental vehicle and was again told no. Since I had no other option I left the car with them on December 4th, 2022. For two weeks I did not receive so much as a phone call or email to update me on the status of my vehicle. By the end of the second week after calling multiple times I was told the parts were ordered and my Bronco would be ready the next week. The following week I again received not a single call, text, or email to update me on the status of my vehicle so I called again. This time I was told the tech working on my vehicle had broken the bolts connecting the output shaft and they would have to order more parts. The service tech had the audacity to tell me don't worry we will fix this at no cost to you. I informed him the vehicle was under warranty and they had broken the parts so that would have been my expectation all along. After this conversation several days passed with no updates so on 12/29/23 I drove to the dealership. I asked for my service tech but he was not immediately available so they passed me to someone else. This tech had no familiarity with me or my car and attempted to tell me they were trying to replace the spark plugs.... I cannot make this up. After about 30min of waiting my service tech finally showed up and told me they were still waiting for parts and nothing could be done. At this point I asked about receiving a loaner vehicle as I need a solution for commuting to and from work...the Uber rides are starting to add up. He told me only the manager could authorize this. I asked to speak with the manager and was told she will be gone for two days and does not have her phone so we cannot call her. I asked to have her please call me upon her return. It is now 1/4/23, Covert Ford of Hutto has not answered my calls nor responded to my voicemails over the past two days. I am still waiting on a call back from the service manager. I am sorry to write such a long-winded post but I want to make sure any prospective buyers are aware of the practices at this dealership and the level of service they have provided to me when making their buying decision.
Sam I Am 1966, PSUTE