Jackie N

Eagle corner Ford poor customer service

I have been with Eagle Ford for 5 years now and have always received the best service from them and my vehicle has been take such good care of. This year however did not that way. IT First started when I called for a quote for the cambelt to be replaced as that was due with this service only to be told by Michael I should email my request rather as it would be quicker. I had to follow up multiple times before escalating through to higher management as after waiting longer than a week I still had no quote. They Apologized and had someone contact me with haste. A quote was finally provided and I could book my vehicle in for it's service including the cambelt. Booked my vehicle in on the Wednesday 4 June and on the Thursday 5 June was told it was ready to collect, this came as a surprise because I was told a cambelt should will take two full days to change correctly so I thought vehicle would only be ready on Friday 6 June. I collected my vehicle started it and checked everything before driving off. Half way home a strange sound came from my engine. I got home my husband confirmed that the sound should not be there. I complained to Rochelle and the foreman they arranged to come investigate the next day. The forman and technician found that it was the bearing of the alternator due to changing the new belts which put strain on the old alternator. They took the vehicle back that Friday 6 June and advised that a quote for the alternator would need to be obtained as they dont have stock. I was given the quote on the Monday 9 June and called dot sure to log the claim. Dotsure gave claim amount to be paid on Wednesday 11 June I called Ford for them to go ahead on ordering and replacing the alternator. Tuesday 17 June the following week my husband was called and advised that the alternator received was damaged and had to be sent back to supplier. No further communication was received after that. On Tuesday 24 June the following week thereafter my husband had to call to get feedback of which he was told that the foreman was out on a test drive. Ford has had my vehicle for two weeks and the alternator has still not been changed. We have received very little communication to keep us informed on the progress. Eagle corner no longer care about customers and only care about getting vehicles in and out as quickly as possible to increase their turnover. I am so disappointed with them I already paid R14k and still have to pay for the alternator and this is the service I get. They have completely gone down in customer service as well as no longer take pride in workmanship of the vehicles they work on. I dont think I would recommend Eagle Ford anymore to friends and family and feel like I have been let down.