Woltz & Wind Ford, Inc. — Attraction in Scott Township

This place was absolutely terrible. If I could give ZERO stars, I would. I have never had such an awful experience buying a car. Using Auto Trader and Car Gurus I located a 2015 GMC Yukon Denali at this dealership. By the pictures, it appeared in excellent condition and the mileage was great for being 4 years old. Of note, this is not the first car I have purchased through Auto Trader. I spent a lot of time researching prices and felt that there was room for negotiation. Initially, I requested more information from the dealership through the Auto Trader website. The dealership is located about 2.5 hours from where I live and explained to them that I wouldn't be able to come out for a test drive; that if I was going to be coming out to the dealership it would be to purchase the car. I already had a pre-approval for an auto loan through my credit union. When I realized they weren't going to work with me, I ceased communications. A few weeks later, I reached out to them again. At this point, I talked to a guy who seemed more than willing to work with me. I made an appointment to drive out there on my day off with my 8 month old daughter. When I got to the dealership, there was ZERO customer service. I came up to the door with my daughter in a stroller, and no one even bothered to open the door for me. I was then referred to a guy who would help me, even though I had never at any point during the time I was communicating with the dealership had I spoke to this man. He seemed less than interested in helping me. He brought the car around, I looked at it, called my bank and unfortunately it was too late in the day for them to wire the funds to the dealership. I had to then get financing through them. While waiting for the finance department, I told the sales guy that the car was dirty hoping that someone would be able to clean it up. He made the comment "it would've been nice for me to know that sooner because the service department leaves at 5". (At this point it was right around 5 or shortly after). He took a rag out and tried to wipe it down himself but did a poor job. The cupholders and other areas of the car were clearly untouched despite the car sitting on their lot for a couple of months. Sorry, but there's no excuse for that. The sales guy also sat on his phone and texted, took other phone calls, all the while never offering me a bottle of water or a snack while I waited. The icing on the cake with this entire experience was once everything was said and done, I packed up my daughter and belongings in the car and left the dealership 5 minutes after 6pm. The dealership technically closed at 6. When I pulled out onto the road, I realized on an 84 degree day in June, the air conditioning wasn't working properly. I drove 2.5 hours back home and called them the next morning extremely upset. They promised to pay for it and instructed me to take it to a GMC dealership. I also asked them about why I didn't receive a second key fob. No one could answer this question. After taking the car for the air conditioning to be fixed, it was found that not only was the condenser not working and needed replaced but the radiator was leaking and needed fixed as well. Clearly, this place didn't care about me, nor the car. I feel that they were extremely misleading in the "work" and "money" that they claimed to have put into the car, because had they actually drove it they would've realized the air conditioning wasn't working. Rightfully so, they did pay for the repairs; however, I feel that because it was GMC and not a Ford so they simply didn't care about me or the car and just simply wanted it off of their lot.

To put it simply, I wouldn't recommend anyone who is looking to purchase a car and isn't local to Pittsburgh (i.e., using Auto Trader or Car Gurus) to go to...

Three Strikes for Woltz and Wind Ford Service

A few months back I wrote a review concerning a scheduling glitch that Woltz and Wind Ford had. In short, their online system did not communicate with their service scheduling system, and my appointment was canceled at the last minute. STRIKE ONE. However, I figured I would give them the opportunity to show me what they can do.

I called the service department a few weeks before I would need my next oil change, I learned my lesson the last time. One would think that they must be doing something right to be so busy, I found out today that is not the case, but I will explain more about that later.

Upon arrival I was greeted with a smile and they got right to work on my vehicle. Services being executed today include: Oil change and tire rotation Repair hood latch that gets stuck in the open position Repair back up sensor that was alarming in red zone for two days straight Repair windshield washer fluid sensor that fails to provide an alert when nearing empty or when completely empty.

After an hour or so the service manager came in and went over the diagnosis with me. Oil was changed and tires rotated The latch and cable would need replaced, but they didn’t have the cable there and they would need to order it in, it would be there by tomorrow. (Funny enough everyone that needed parts that day, from brake pads to sensors, needed to come back or wait another couple of hours for the parts to arrive… no wonder it takes forever to get an appointment, everyone must come back or wait the whole day. You would think a Ford dealership would at least have brake pads for a later model Ford). They couldn’t replicate the issue with the back up sensor, but a notice was out advised that water can ingress through the back of the sensor causing the issue I was having and instructed to put grease on the back of the sensor to protect it, which they did. We shall see how well this works. Finally, 2015 Ford F-150 XLTs do not come equipped with a windshield washer fluid sensor to alert the drive when it is low or empty… interesting.

When I purchased my truck as a certified preowned I was given a “Bumper to Bumper” extended warranty. Well get ready for my shocked face... the latch and cable replacement are not covered. Not a big deal, its not like it is a safety feature of the vehicle. I am sure this is a consumable item that everyone needs to replace four years after the vehicle was manufactured… no? How much you ask, $350. I looked it up, I can get the parts for $60 from the dealer down the street from my house. Ridiculously over priced for a simple repair! STRIKE TWO. I said no thank you and that I would take care of it. When the service was complete, and I was called to the cashier window, I made the crazy assumption that I would only need to pay for some grease and maybe a few minutes of labor, as I was finally using my free oil change. I should seriously know better by now…. Diagnostic fees of $50 for EACH issue. Ok I get the back up sensor, they had to try and replicate the issue and investigate the error, but I told them exactly what was wrong with the hood latch. They literally charged me $50 to look at it and say, “Yep you were right, the latch is faulty”. I thought this couldn’t be accurate and asked the cashier to please confirm that this was the case. Confirmed and STRIKE THREE!!! Please start putting your customers first and stop nickel and diming them. I am beyond shocked that this is the level of service given after the sale is made. Again, I could not have been more impressed with your sales department, but due to the complete lack of customer focus on your service side you have lost my business and anyone who will listen...

While the work was done well the customer experience was horrible from the start to the finish of my car being worked on. Initially when I called to get my car looked at to diagnose the problem with my sun roof not working I was told they needed to order parts and once the parts were in someone would contact me and then an appointment would be scheduled to complete the work. This NEVER happened, I called to ask if the parts came in after not hearing from someone in over two weeks, only to be informed the parts were in for over a week. This is where the problems continues, I spent the next THREE days attempting to schedule the appointment to get my sunroof repaired. I would call and was told to leave a message and someone would return my call, no one did. Only after calling and asking for a manager TWICE as the first time the manager was supposed to figure out the problem and return my call (he did not), did I finally get an appointment. However again there was a problem. The day before I was supposed to bring my car in I was called and asked to move my appointment because they were not sure they could finish the car before the weekend since they scheduled my appointment on a Wednesday and asked to move my appointment -- they reschedule date was not for three weeks. I agreed since I did not want them to start my car if they would not be able to finish it in the promised time. My customer experience was again problematic as the date arrived and I was told that the rental car I was promised would most likely be a sedan unless I wanted an SUV (which is what my car was) and then I would have to pay a difference for the rental, as the policy had changed in the last three weeks. My car spent seven days in the shop with no updates unless I called to ask what was happening, only to find out they broke an item on my car while installing my new sunroof and fixing it would cause further delays. However I only learned this when I CALLED to find out what was happening about my car and not when anyone called to inform me after four days even though we were approaching a weekend. Lastly, I was told my car would be ready Monday morning, as I called to see if this was correct, I began my phone tag with Danielle who began increasingly frustrating to get a hold of. As throughout the process she would state she would call me back with an update, but never would. I would call back and always be told she was on the phone and after waiting four hours, finally got someone else to state my car was done hours before -- yet no one called to inform me. So as I arrive to get my car, where my keys should have been locked inside so I could drop off my rental and leave, this would not be the case. My keys were NOT inside, my paperwork was NOT inside, I had to get an employee to locate the items before I could leave. While the work seems to be suitable the customer service experience is HORRIBLE, the communication with customers is HORRIBLE, if I did not have a warranty that requires I return, there is no business I would give to Woltz and Wind Ford.

Response—-From reading your response I continue to see the same problem. You did not once address my biggest issue, lack of communication to myself your customer to what was going on or for the continued inconvenience you were putting on me for YOUR poor planning. There was lack of communication from the beginning to end and will continue to make me avoid this place unless I need to return for my warranty and I will go elsewhere when purchasing a...