QUALITY AUTO MALL

unknown

I was experiencing engine misfire on a Sunday, so I had little choice but to bring it to Quality Automall Ford in Rutherford, NJ (closest Ford dealership to me) Monday morning at 7:30am without an appointment. Service Manager Carlos Santana was very courteous in getting my car checked out within two hours and arranged a shuttle to take me home since the repair will take some time. The shuttle driver Frankie was very friendly and very professional. However, there were numerous issues that arose with the dealership's service after that initial pleasant experience. First, Carlos promised that the car would be done by 11am or noon on Tuesday, so my wife told her boss that she would leave work early in order to help me pick up the car late Tuesday afternoon. Well, Tuesday noon came and went without any call, so I called at 3pm or so; Carlos was not there, so I left a voicemail. Came 4:20pm, no return call, so I called him again; I was able to reach his this time, and he told me that the car is not done yet but he was 99% sure that it will be done by 6pm, so I should still plan on coming in. With that assurance, my wife left work early at 4:30pm as planned. Fast forward to 6:05pm, Carlos called me and said the repair was done, but they did not take a chance to test drive it, so they want to keep the car overnight. When I told him about my wife having to take off early for car pickup, he said that will call me Wednesday around 11am when the car was done and whether it was ok to send someone to pick me up at that time. On that Wednesday, 11am rolled around without a call, and by now I was used to his poor communications. At 1pm, I called him, and he said that the car was done and I could come pick up any time I want, obviously forgotten that he had promised someone to pick me up. Finally, at 1:45pm, he called to let me know that Frankie is already on his way to my house to pick me up, who was his usual friendly self. Paying the bill, which was painful as car repairs usually would be, gave me a very slight reprieve in that they discovered another small component that needed to be replace that they did not see on Monday; since they did not quote it, they did not charge me for that part. I drove around for 20 to 30 minutes just to make sure all was well before I went home. So all in all, they did their job well as far as I could see thus far, but it seemed that they have much to improve in terms of communication with their customers, and relaying proper expectations in terms of time needed to perform the work.

unknown

There is usually a wait. When you talk with an associate they will usually tell you an approximate wait time. When I take it in for servicing they do an overall inspection which is nice. The last time I went in they found a nail in my tire. They made me aware of that and made sure to check with me before they did any work.

I went to Quality because I have purchased vehicles from them in the past. They had the vehicle that I wanted. The vehicle fit all of my criteria. I told them exactly what I was looking for and they helped me find everything. I went in knowing what I was looking for and they didn't try to push me around. As with all cars purchases I think the sales people are helpful as long as you do your research your self and don't let them push you around.