Anderson & Koch Ford, Inc. — Local services in North Branch

Very Dishonest Service Department - AVOID AT ALL COST I originally scheduled an appointment for service to reset a check engine light. I explained very clearly in the initial phone call what triggered the check engine code and that I would like for them to perform a relearn procedure to the crank position sensor. I dropped the car off one week later and while doing so, explained the circumstances to the service writer again that included the car received a new clutch and flywheel, was road tested and everything performed as normal - no check engine light. The car operated normally for several uses before I attempted to perform the crank position reset procedure as the ford manual advises to perform when performing this repair that I encountered a problem. During the relearn procedure I encountered a software issue that prevented me from completing the procedure, hence my reason for a service visit. The car remained at their dealership for 4 business days before I called to request an update. I introduced myself and why I was calling before being placed on hold, a short while later the person I spoke with while dropping the car off (Mke) picked up the phone and stated he was glad I called as he wrote down the wrong number and had been trying to reach me. I responded Ok, glad I called, where are we at with the car? He state we have a problem. I asked, what is the issue? He stated they were unable to perform the relearn procedure and will need to pull the transmission, am I ok with that? I responded, why do you need to pull the transmission for a software issue and what are the charges? He said $650 to pull the transmission and we need to see what's going on in there because our computer says there is an issue with the crank position trim ring preventing the procedure from completing. I advised I needed some time to consider my options and would call back the next day. I called another shop the next day for a second opinion where they advised this is the first they have heard of something like this and that if I wanted I could bring the car by for them to look at. I call Mke back the next day and explained I would like to pick the car up and go another route for repairs. When arriving to get the car, the service person handed me a invoice stating they were not charging for the diagnostic work and also took care of an outstanding recall. I responded by saying the recall listed was done several years ago at their dealership (airbag) but thanks. The next day I dropped the car off at the local shop where I watched the mechanic pull my vehicle in, plug the reader into my OBD2 port and perform the relearn procedure and clear the check engine light. All within 30 minutes of arriving. I thanked the mechanic and said I will go to the office to settle up to which he responded, don't worry about it, its on me. I reached into my wallet and tipped the gentleman with a crisp $100 bill. The Anderson Koch Service department are dishonest predators. This was their attempt to charge me $650 to pull a transmission that didn't need to come out. To make matters worse, he didn't even have the integrity to tell me I would need to pay another $650 to put it back in not counting the labor to perform the reset procedure. This dealerships service department is not...

I made an appointment for my truck to have service for 9:30 am on December 18. I had made he appointment 2 weeks prior and this was the soonest they had a slot available. I needed to have a handful of warranty work done along with an oil change and tire change. When I dropped it off I was asked if I needed it back that day, I said of course not, it needs a lot of stuff done. He said that they could started on most of the warranty stuff right away but his diesel tech was off until Friday (not sure why I made an appointment for Wednesday if they didn't have a tech available). Regardless, I assumed that they could do the other work and the diesel tech could do the 1-2 things needed when he came in Friday. 12/26 and still no contact from the dealer. I called and asked for service, once transferred, the gentleman answers the phone "ya?" I asked for an update on my truck, he asked who my service tech was, which I didn't know. Without saying anything I was put on hold, a few minutes later Chris answers and asked me what I needed. I said I wanted an update on my truck. The response from Chis "I'm still waiting for a tech to look at it". I said you haven't done anything yet, not the oil change, tire change or non diesel items? He said no they have been to busy. I said you have had it for 8 days and you got nothing done? He said that it was the holiday and were closed for 2 days, which is completely understandable, but I would have thought some things would have been completed in those 8 days. I was told that nothing had been done yet and he didn't know when he would have time for a tech to get started on it. I told him I would pickup my truck today. I immediately got a ride to town and walked in to get my truck. Another service manager claimed that they were way behind and apologized for the inconvenience. I said I appreciate that but what was the point of making an appointment and you didn't even have a tech on the schedule to look at it? He said you have to understand it's Christmas and we were really only open 2 of those 8 days, I responded by saying that's not true and if that was really the case why was I allowed to make the appointment in the first place. They had my truck for 8 days and it never made it inside the shop. It sat outside the entire time and not even the oil change was completed. I was without a vehicle for that entire time and not once received a phone call with an update or explanation. Everyone in the service department is incredibly unfriendly (not just this occasion) and I will not be returning for service ever again, let alone to purchase another vehicle. Just be honest with people. Don't make appointments if you don't have techs that can do the work. If you can't get it done because of the holiday, don't take the appointment in the first place. ...

Final Update: I spoke with this dealership and after interal conversations they were extrememly generous and are willing to cover repair costs. I was not expecting them to cover it all but the fact that they did goes a long ways to say something about this smaller dealership. I ran into a similar problem with a large dealership and they didn't care at all. So thank you to the owner, Jesse - the manager, and Brad the sales rep. I know it wasn't a perfect experience and I might not be the easiest to work with but I do want to say thank you and your actions confirm that you are in fact different and worthy of a great review and continued business.

Updated: I bought a used car from this dealership on December 14th. Less than a month into owning the car it was overheating and would not go over 50 mph. I took it to another dealership, closer to my home, who said that there were leaks and that at minimum a new head gasket was needed, potentially more, to include a new engine. It was also a quart low on oil and low on coolant. The also said they ran a test confirming a head gasket crack. To learn more would require them to take the engine apart. After discussing some more with that dealership I did not feel good about them so I took the car to my local mechanic and I am very glad I did. The reason this was updated to 2 stars is because it won't be a brand new engine that is required. However, they said that it looks like the dealer I bought the car from replaced a hose and didn't get all the air out of the coolant system. In fact the clamp on the hose was leaking quite a bit. They replace the clamp and for the next six hours go the air removed. While not a new engine type of issue it still was a lot of money for a mistake by the person who replaced the hose. That falls on this dealer. Further, when I emailed them about the engine issue, I simply got a sorry to hear that. Now I have received a call from this dealer's manager and left a voicemail, who I will call on Monday. If that goes well, then I will up the nummber of stars again.

Update 2: Spoke with Jesse at the dealership and they are going to look things over. No guarantees but still a step in the right direction. It does potentially appear to be faulty repair work. I do...