Pittsville Ford — Local services in Pittsville

So for anyone in the market for a new vehicle I would absolutely NOT recommend dealing with Pittsville Ford or any Preston dealerships for that matter. A week and a half ago I dropped my vehicle off to get some minor warranty body work done (which had taken a month and a half to get scheduled but that is another story completely) and along with replacing a component for the radio. I was told that the whole thing would take 2 days. After 3 days of not hearing anything I called the dealership and was told they were still working on the vehicle. I called the next day, Friday, and was told that that the body shop was waiting for a part, a part that was on file as needing to be replaced since I purchased the vehicle and that they apparently neglected to order until the truck was sitting at the shop. I was told the truck would be ready on Monday. Monday comes along and I hear nothing. Tuesday comes along and I experience my first dealership initiated contact which was to tell me that they needed the loaner I was using back so they could sell it. So a week into my truck being gone, 7 days, and the first contact with the dealership I have gotten was only for their benefit so they could sell another vehicle. They swap out the loaner telling me my vehicle will be to me the next day. Wednesday evening comes along still without hearing anything. I call the dealership and I’m told my vehicle is sitting finished at the body shop and that they would be picking up Thursday morning and I could pick up the vehicle Thursday afternoon. I told them this was unacceptable as I had to work and would not be free for the next 2 days to come and pick up my truck. I proceeded to call the general manager who told me that the he would make sure my vehicle was picked up and delivered to me today. So here we are today a week and a half into my vehicle being gone and I go all morning without hearing anything. I’m contacted by my service adviser who has been the only reliable person I have spoken with at the dealership who informed me that she had been on vacation since I dropped off my vehicle and was working on getting it picked up and delivered she said she was getting off early but she would have the other adviser contact me shortly. 4 hours later, right before I started typing this I’m contacted and told my vehicle is finally back to the dealership but lo and behold the computer component that I was previously told had been installed prior to my truck going to the body shop had not actually been installed and the vehicle will not be ready until tomorrow so again I will have to wait an extra day for my vehicle. This is by far the worst customer service experience I have ever had in my life. I purchased this vehicle not even 2 months ago and here I am unable to use it for going on 2 weeks. I can say for certain I will never be doing my business with Pittsville Ford for or any other Preston dealerships and I certainly urge everyone to avoid them at all costs as obviously the manager’s word means nothing and they are more concerned about sales than taking care of...

Brought my car in for a diagnostic check, brakes and a few other odd noises. They changed my battery and valve cover gasket. I told them not to touch the brakes as I do them myself, I knew they were very low and deemed unsafe and intended to do the brakes the same day. Less than 4 hours after getting my car back, I took it home and immediately started on the brake change. They cross threaded bolts on both front tires, 3 of 4 on the passenger side and one on the drivers side has already snapped. I've been leaving voicemails and calling all morning, so has my husband. A service member got an attitude with him stating they only took the passenger side off. There is absolutely no way in hell they only touched the passenger side, but of course that's the story they are sticking to. Regardless, I'm getting no movement from them on fixing the tire they are claiming they touched. Now the general manager Steven will not answer my calls. I paid $700 to have you guys FIX my car, not fix one problem and damage something else. My car now needs MORE work and you people are taking none of the responsibility. Now I'm afraid the valve cover gasket was not replaced correctly, so now I'm stuck debating on if I want to spend more money at another mechanic/dealer on an inspection fee to ensure the gasket was done correctly. I was told by Heather to call if they did not earn 5 stars. Well you didn't but you're not returning any of my calls, so here's all your 1 star reviews.

Update: Heather did call and offer to pull footage, at that point I had already called Pohanka Honda to have them hold stud bolts and I'm doing to repairs myself. She offered to have them look at the front passenger which I declined as I was going to just fix everything. I appreciate the call back but I'm still not happy. They are sticking to their story of only touching the front and back passenger.

Update #2: I attached a picture for proof of the tire they claim they did touch (passenger front) with two of four snapped bolts due to cross threading.

Update #3: Update now is because of the way the hub is rusted to the car we cannot get it off and there's metal blocking the bolts so we can't get them out. I paid $65 for a tow truck to come get the car. I paid $350 in parts to give to Pohanka Honda to replace my front wheel hubs with bearings, my front pads and rotors, a brake fluid flush and an alignment which is an estimate of $912 in labor plus the parts I'm looking at a completely unnecessary replacement thanks to Pittsville Ford of $775 in parts and labor for what they did damage, total with everything else is $1,262. Even the tow truck driver said they should be paying!! I would take it back to them but I'm surely not giving them more money to fix my drivers side that they "didn't touch" and fix the passenger side free of charge. I will let Pohanka...

I initially brought my car in to diagnose a loud screeching sound. They were not able to diagnose anything wrong with the car. Upon check out, I asked about repairing the lid to the dash console that would not stay shut. I was told this was not repairable and they would need to order the part. Caitlin said she would be filing a claim with the warranty company. She followed up in a day or so stating that they needed pictures to follow up with the warranty company. I received at least two phone calls before I was able to schedule a follow up appointment to get the part replaced. The day of my service appointment, I checked in and advised them I would be waiting for the repair. Approximately 2 hours later, the car was repaired. Upon checking out, I was presented with a bill for $485.38. I was shocked as this was never disclosed to me. The service advisor seemed very confused and searched for comments in the computer. He also said he called the warranty company and they advised the claim was denied as this repair was considered "trim." Heather (another service advisor) jumped in, called the warranty company and spoke to someone who said they had called and left a voicemail for someone at Pittsville Ford that the claim was denied. She stated she would need to speak to Caitlin and she was unavailable. She also said I was free to go. The part was already installed and they couldn't undo it. This morning I received a call from Caitlin. She stated that the claim was denied. When I told her the amount of the repair ($485.38) was never disclosed or I never would have authorized the repair, she became upset. She said the company would not be paying for the repair. I advised her that I never authorized this amount and I would not be paying for this either. I informed her she could speak to her manager and I would be happy to as well. In a snippy tone, she also stated that she guessed she would have to pay for it. This conversation and overall experience has left a bad tone in my mouth. The service desk employees (other than Heather) need customer service and conflict resolution training. If you have to go here for a repair, make sure you get an estimate in...