09/29/2015Spradley Ford Lincoln, Inc.
*Unsympathetic Nightmare - Regarding Saleswoman Patti (Patricia French/699*W*) - ResolvedI have been temporarily in Pueblo, CO for the past few weeks on rotation with a hospital in town. I needed to have my transmission fluid changed, so I called Spradley Ford Lincoln Service Department and originally spoke with Patti on Monday 09/14/2015 for my Mitsubishi Lancer GTS where I mentioned that this version requires special CVT fluid. Patti mentioned that they would be able to schedule me the next day and after I asked, she mentioned it would be a complete total of $195.95.09/15/2015 – The Initial AppointmentI met with Patti and she instructed a worker to collect information from me and take my keys outside. I then go back inside and speak with Patti about how long she thought the service would take. She mentioned it would take an hour and a half (which was until closing). 15 minutes until 6 PM I went to the counter and asked about my vehicle and was informed that they were out of the fluid. I asked why I was not informed earlier, but Patti is very pushy and told me the best they could do is the same time the next day and Andy would bring the car around the front. I thought it odd that when I mentioned time is important as I work long shifts and I am taking time off to get this service done. Patti seemed unaffected. I was bothered at this point based on the lack of explanation it looked like I had to come back tomorrow, regardless.09/16/2015 – The Next AppointmentI spoke to Patti in the office and she seemed frustrated and irritated. I thought to myself, “Yes, I am back again to get the service done for the second time.” I obviously could tell she simply did not want to deal with me and my “problem” service. After ignoring me for 10 minutes, she eventually spoke to me out of “courtesy.” I kept calm and asked her if she was able to get the correct fluid. She agreed and one of the servicemen helped by collecting my keys for the second time. I went back to the counter with about 5 minutes until closing and inquired about my vehicle. Patti calculated the costs and before giving me the cost, she stated “wow this price is much cheaper than most people get this for.” I asked about it and then she said a total of “$239.40.” I immediately thought how it could be that much and told her that this could not be right and asked how she got to the total. She sighed and explained swiftly that this was the cost of the labor hours and the cost of the actual fluid. I told her about the total she gave me over the phone and she simply repeated the total cost by stating, “well this is the cost now with labor.” I knew something was not adding up, but it was such a long day already that I did not want to debate charges. As the transaction proceeded, she gave me a card of “Owner Advantage Rewards” in which she said, “I made $10 off of this service, wow!” and that I can use it for an oil change here at the shop. I was immediately offended based on our original conversation where I clearly stated that I was in Pueblo temporarily. She did not seem to listen to that or the fact where I said that my vehicle requires special CVT fluid upon initial communication. *Shortened, but please read the BBB complaint.**Dealer made right in promise to reimburse amount difference between what was quoted and amount paid, and Patti was retrained.
We bought a 94 Toyota 4Runner from them. It had a couple things wrong with it, but it was all disclosed at first. We signed for it, and in the contract it stated that they would fix the mechanical problem with it. Now, 5 WEEKS LATER, still not fixed, and the have re-scheduled with us 3 TIMES! Today they pushed our appointment for another week due to another "vehicular emergency"! This place acts so nice until you buy a vehicle from them, and the....GOOD LUCK, cuz you WILL be on your own! Terrible customer service, they just want your money!