Bergstrom Ford of Green Bay | Service & Repairs — Attraction in Green Bay

I had called to schedule an appt with Broadway Ford Service a few weeks ago. I talked with a nice lady named Kayla & I explained my issue. I had a warranty purchased outside of Ford, & I had a suspicious noise from the front-end of my vehicle. I had made the appt to see if the service department could diagnose the issue, contact my warranty company, & fix either way. My appt was set for a Friday, & I asked if I could drop off the vehicle since I have to work. She said that's more than fine & told me where to drop off (by the service department, by 7am, & there's a drop box with envelopes to drop off my keys). I arranged with a friend who lives nearby to meet me there at 6:45am so I could work from their house. I parked in the closest spot possible to service, left my warranty information on the passenger seat as instructed, filled out the envelope, & dropped off my keys in the box. Fast forward to 3pm & I haven't received a call from Broadway yet. I called Broadway & talked to a lady (not Kayla) & asked for an update on my vehicle service. I gave her my name, my car information, explained the details, & told her I dropped it off and & scheduled with Kayla a week or two prior. She had a hard time finding my information & it seemed like I wasn't in the system. She put me on hold for 5+ minutes & she came back & said it seems like the lady who calls warranty had called on my car & was waiting for a call back, but that lady is out for the day. So I asked, what did they diagnose the car with? She said, no one had diagnosed anything and no one looked at my car. She also said "hopefully the warranty lady hears back by Monday". I asked if I could get my vehicle, & she said yes any time before 6pm since that's when they close. I hung up & immediately called my warranty department. They had no logs for any calls regarding my vehicle that day. They informed me that there was no one in the queue for the claims department. I called Broadway Ford service back & talked to the same woman again. I explained my conversation with warranty, & she asked me "do you have a warranty through Ford?" I said, no, it's an external warranty as I explained to Kayla. She said something along the line of "Well I don't know why Kayla did it this way." as if she was blaming Kayla for something. She said that the warranty lady only calls Ford Warranty. So it turns out, the lady I was talking to the whole time just assumed that their warranty lady called on my car, but no one ever did. I got to Broadway around 5pm to get my car. I walked in & a woman stopped & helped me. I explained my situation & asked if it was her I talked to earlier, & she said no it wasn't but she can help me. I followed her around the service floor-she could not find my keys. One of the male service technicians just got done helping another customer & said he could help me. I explained the situation to both of them & they both apologized that my car was left there all day with no one touching it when I was told it would be serviced. He finally found my keys, & turns out, what happened was the guy who checks the drop box, checked at 6:30am & never went back. He took my phone# & said they'd come pick my car up on Mon, fix it, & bring it back. Today is Mon, I tried calling at 845am & 9am with lots of ringing. Now it's 730pm & I never heard from Broadway today to schedule to come get my car. I ended up scheduling with Witt Ford for tomorrow, and haven't had any BS yet. I would not recommend doing business with Broadway...

Dropped my car off for a recall repair on a Friday. After the repair, the dash of my car makes loud creaking/crackling noises. I called the service center and was told to bring it back on Monday. I took off of work on Friday to have my car repaired and now I have to take off more time on Monday. They also would not offer a vehicle for me to use so I can get to my work appointments while they fix mine. This is the second time I brought my car to Broadway Ford to have something simple fixed and both times I had to bring it back because they couldn't fix the problem the first time. This...

Mmmm hard no. Not impressed. Dropped vehicle off yesterday and parts needed to be ordered so it was there all night. Then we picked vehicle up at 11am this morning and drove off lot. Got a mile down the road to find the engine light turned back on and the engine is rumbling/misfiring. Now we have to bring it back. We waited another 2 hours for them to fix it .. again. "Labor shortage" my a$$, this is poor training. Will not be returning, nothing will...