Siemans Ford, Inc. — Local services in Lake Charter Township

Awful experience!!!! This pertains to service only.... I have never dealt with the sales or parts dept. and never will after my service visit!! Roughly 10 days ago I made a 7:30 appt. knowing my truck may need parts as I spent nearly 2 decades in the car business. (Most of the time cars looked at early can usually get parts and are done the same day and the reason my appointment was 10 days from when I called was to make sure I wasn't getting "squeezed in," I wanted my truck looked at right away) Anyway, I dropped my truck off right at 7:30am. When I called after 2pm, the service advisor told me he hadn't seen my truck come in yet..... 6.5 hours had gone by and it had not even been looked at. I asked to speak to the service manager. His name was Jim and of course I was upset when asking him why my vehicle hadn't even been looked at. I got the standard "Sorry some vehicles were leftover from last night." Well genius..... if that was TRULY the case..... why didn't you ask me to reschedule for after 2pm the time when you might actually get to my truck or at least a heads up that you were behind??? After getting absolutely nowhere, I asked to speak to the owner. That didn't happen either and Jim got back on the phone and said "The owner said just come pick up your truck" Excuse me...... just come pick up my truck???? So I did and asked for the owner when I arrived. They pointed me in Craig's direction. I shook his hand and thanked him for handling my problem professionally(with a hint of sarcasm) .... he looked confused for a moment then said, "Oh you're the guy with the aftermarket warranty issue. Excuse me yet again.... I explained it was not a warranty issue it's a MY TRUCK HAS BEEN HERE FOR 6.5 HOURS AND IT HADN"T EVEN BEEN LOOKED AT ISSUE. How could it be a warranty issue if my truck hadn't even been diagnosed. Jim (service manager) gave Craig 20% of the story to cover his own rear end thinking I wouldn't talk to the owner. I went on to tell him how unprofessional his place was and CRAIG THE OWNER got a little louder and stood over me as to intimidate telling me to get out of his dealership and never come back. Plenty heard, and some customers saw this. Good Luck staying in business with customer service like that. I guess if that's the example the owner sets..... no wonder I was treated so poorly. I do have to say eventually after realizing how he was acting, he did apologize for his behavior. I can't say if there was anything genuine about it because there were plenty of other customers taking it in. Maybe he was just trying to save face. Apology or not I was told to leave and never come back so I never will.

p.s. Also BE VERY CAREFUL when using an aftermarket warranty if you actually go there. JIM THE SERVICE MANAGER started this whole thing off at about 7:40am telling me "Just so you know, some warranty companies pay and others don't and they WOULD NOT release my car without payment in full from the warranty company." This morning I brushed it off, but now.... is that really how to start a relationship with someone who has never stepped foot in your dealership before this morning? How about doing a little legwork, maybe make a phone call before saying something like that to a customer... so I did what his laziness kept him from doing.... I called..... low and behold an answer..... they pay via credit card as soon as work is approved. Rather than doing what a manager should do, he just spouted some garbage about aftermarket warranty companies in general. SO.... if you have a repair covered by your warranty that the warranty company approves and your car is finished but they don't have a check or card from the company, you better be ready to help chase down the dealerships money because your car is held hostage. JIM said it's their policy!!

ENTIRE experience was handled...

(I DO NOT RECOMMEND) I called and set up an appointment for 2/13/25 to get my wife’s car in for a recall and explained some issues the car was having shifting which I thought was to do with the recall. They rushed me off the phone. Upon arrival I talked with Tyler, the tech & he had admitted he was still waking up. I told him about the recall. They checked the car out and before I left they told me the car was all set. This was within 5 minutes and I told him that the car was having issues shifting so it turned into a self pay. The tech then mumbled “it would cost about 20 bucks” so I accepted, thinking to myself, that’s very suspicious that it was so cheap. When I went to pick up the car the amount due was $208 JUST FOR A DIAGNOSIS. I asked a lady at the service desk who by the way had no empathy and spoke to me in a very condescending way. She explained to me that because they have to test drive it and scan the car through a computer it costs that much. when paper work was received the car showed 0 miles of it being driven. Later that day when I looked through the paperwork I learned that they did not even look at the recall I took it in for, they checked a door latch which had nothing to do with why I brought it in. If they had looked at the actual recall I brought it in for, which at the time I thought they did, I would not have had them look any further.

Earlier that morning when checking the car in, I offered the tech the recall letters I have received which matched the symptoms of the car. Tech replied “no I check these out all the time and everything I need is in the system” I trusted his word for it. However, the recall was not checked.

Below you’ll see the recall I was mailed to check. Then you’ll see paperwork from Siemens showing the recall checked.

I tried reaching out to the team by email, and followed up with them a week later, and they have not done anything to make it right, only have responded that they will look into it. Really poor customer service & unprofessional attitudes from the tech and front desk and other team members as they watched how the woman talked to me and...

I recommend going anywhere else but this dealership, I had an absolutely horrendous experience here JUST trying to purchase and new key fob for my car and program it. Firstly, I was told the wrong thing about my key fob. I put up with this first mess up, and just paid for the other key and at this point I was told THEIR mess up will cost me a total of $250.. So I go to pick up the car and they try to charge me $500 because for “labor” they wanted to charge ANOTHER $250 AFTER they mess up because they said they didn’t know the car code.. i literally have the code on my person and could’ve easily given it to them. How does labor go from $65 to $250 for their mess up I just don’t get it. I would hate to know how much money they’ve taken that they don’t deserve. Save yourself time and money and go somewhere else.

”Hi Ava thanks for taking the time to write a review. Sorry your recent Service visit did not meet up to your expectations. When your Lincoln showed up with No Keys, we had to contact someone to ask if your vehicles keys can be programmed with just 1 key or will it in fact need 2 keys. We were told 1 key, unfortunately we were told incorrectly and we did Own that mistake. We do know how stressful it can be to purchase a vehicle that has no keys. All in all in the end you were charged $250.01 for labor, parts and tax. Please keep in mind we are a Ford Dealer and Not a Lincoln Dealer and do our best to help everyone.“

I was later met with this response, they said they owned the mistake yet I was still the one paying for it. Then on top of that the service fee was increased 200$ without any warning. It’s was clear to see they thought they could take advantage of me because I am a young female and was alone. So much so that a separate employee urged me to keep my receipt. Lincoln is a Ford product, if there is a 500$ fee for coming to you instead of a Lincoln specialist then that needs be made clear before...