Elk Grove Ford review: Inappropriate conduct and false diagnosis of Vehicle at Elk Grove Ford Service Dept.

On 12/20/2022 I arrived home in Elk Grove, CA after being away for 3 weeks in another state, caring for a relative.

My Ford Hybrid Escape sat for 3 weeks in my driveway; would not start in the cold weather. I called AAA. The AAA Service guy immediately checked the battery and informed me the (regular) battery was fine and did not need charging. AAA towed my Ford Hybrid Escape to the Elk Grove Ford Service Dept. at the nearby dealership.

"Mary" in the service dept. informed me all repair services were backed up until January 06, 2023. On said date "Linda" a service representative would be assigned to my vehicle and would contact me on the above date to inform me what services would be needed. My Ford Hybrid Escape was dropped off by AAA in the parking lot in lieu of taken back to where the service dept. work on vehicles.

On 12/23/2022 I returned to the Ford Dealership to obtain an object from my vehicle. I noticed my vehicle was still in the same location where AAA had dropped it off in the parking lot. This was no surprising since I was told my appointment was scheduled on January 06, 2023. No problem.

A few days later, while waiting until January 06th when my vehicle was to be serviced, my male cousin dropped by my home where we discussed my Ford Escape. My cousin reminded me of the last time my vehicle stall and my Hybrid Battery just needed to be Re-charged by "pushing" the "recharge button". This process was discovered after reading the hybrid manual.

On 12/31/2022 I drove back to the Ford Dealership Service Dept. and my cousin met me there a short time later to assist me in an attempt to get my Ford Escape started.

I entered the service dept. where a young Asian woman was at the service desk to assist me. I explained to the young lady that I think I may be able to get my vehicle started but I needed my keys to do so.

In lieu of the Ford service clerk handing me my keys she went into the office where she had a conversation with "Lyle" the Service Manager. I could see (not hear) the two individuals talk as I observed them through the glass door, which was to my right, less than 10 feet away.

As I stood in the lobby for a while, the service clerk returned and I immediately ask if there was a problem? Clerk replied "no, we need to find your vehicle in the back where the other vehicles are being worked on." I informed the clerk my vehicle is still in the same spot AAA dropped off in the parking lot and my scheduled appointment is on 1/6/23. I then pointed outside where my vehicle was located but my keys were not given to me.

After waiting for at least 20 minutes, "Lyle" came out with a service order and stated I owe $185 for the service diagnostic inspection. I then informed "Lyle" no diagnosis had been done; my appointment was not until January 6th and my vehicle was still sitting in the same location where it was dropped off.

The Service Mgr "Lyle" then stated my vehicle was inspected the day before and informed me I needed a new Hybrid battery, which cost $3200 and over $800 for labor.

Frankly I found it unlikely that my vehicle was diagnosed the prior day and informed Lyle no one called me with this information and the fact my vehicle was still sitting in the same location where AAA had dropped it off and not moved back to the service garage where vehicles are normally worked. Lyle followed me out to my vehicle where my male cousin was waiting and Lyle Finally unlocked my vehicle where my male cousin entered to see if he could get it started. As Lyle, my cousin and I were standing at my vehicle, Lyle (Ford Service Manager) kept assuring my cousin and I a new hybrid battery is needed, despite me informing this guy the vehicle had been sitting in cold weather for 3 weeks and it was running perfectly prior to my trip out of town. Lyle went on and on about a diagnostic was properly done the prior day and there is no way my vehicle would start without a new hybrid battery. Lyle then stated the hybrid battery for the year of my vehicle was obsolete but Ford can locate a battery and get in touch with me once a battery is located.

Lyle and I returned to the service dept. where I paid the clerk for the alleged service diagnostic with my credit card. As I was waiting for my receipt I heard a car hunk; took my receipt and headed towards the parking lot where my cousin was driving my Ford Hybrid Escape towards the service dept. When I went up to my vehicle, my cousin informed me that he did what he had previously done by re-charging the hybrid battery by pushing the re-charge button per instructions in the handbook.

I then returned to the service dept. and informed the Ford clerk my vehicle was obviously misdiagnosed and I want to be reimbursed for the charge to my credit card.

Lyle overheard the conversation I was having with the clerk and rushed out of his office with a mad look on his face, turning red from obvious embarrassment and shame for giving me the false diagnostic.

Lyle agreed to the reimbursement. Doing said time, a couple entered the lobby to pick up their vehicle. Despite my disappointment and dissatisfaction with Ford's services on that day, I held my peace, unlike "Lyle".

As I was obtaining my receipt for the reimbursement, and turned to walk away, Lyle stated to me "you shouldn't bring your vehicle back here again.". I could not believe what I was hearing. Really?

As I turned to look Lyle in his face as he had the nerve to tell me something so cruel and as I viewed the looks on the faces of the white couple who had just walked into the lobby I said "excuse me?" Lyle quickly attempted to clean up his statement by stating "your vehicle is too old and has too many miles."

Mind you, my Ford Hybrid Escape has approximately 195,000 miles and is in great shape. Not only does my Ford vehicle run Great, the paint job and seats are in Great condition. My vehicle is a 2006, not 1986. I felt humiliated by Lyle, the manager of Ford Dept. after he looked me in the face and falsely informed me my Ford Escape was diagnosed and needed a new $3200 Hybrid battery when it clearly does not.

I was so upset at what occurred that day I informed my finance' and we returned the following week to speak to the supervisor of Lyle to make him aware of the conduct of his service manager.

My fiancée' and I were escorted to the office of "Kail" or "Kayle" where I shared the events which occurred as stated above.

Well, Kail stated he'll speak to Lyle but did not bother calling Lyle into the office where we were. I know Lyle was in the office that day, because one of the service clerks offered to bring Lyle to the front lobby when I told her I wanted to file a complaint or speak to someone about a complaint. The service clerk stated "I'll get Lyle" but when I informed the clerk Lyle is the person I wanted to file the complaint against it was suggested I speak to "Kail" or Kayle"Lyle's manager or supervisor.

I expressed to Kayle how humiliated it was to be told in front of"other"customers I was not welcome back to Ford for future services, after a manager at Ford attempted to take advantage of another woman who he obviously suspected was not aware of what was needed to get the vehicle started by bringing in my cousin who read the vehicle service manual to get my vehicle started. I stated"Lyle" could have done the same (read manual) to make a sound decision on the reason my vehicle did not start before falsely writing up a service diagnosis.

The 20 minutes or so Lyle took to type up a false diagnostic was obviously not obtained from one of Ford's mechanics. Or, I would hate to think that a Ford mechanic would not know or have the knowledge to re-charge the Hybrid battery before informing the service manager a new battery is needed. Since Lyle never left the service area to speak to an actual mechanic, I'm left with the conclusion and determined the Ford Service Manager was attempting to take advantage of me, a black female who this Lyle person tried to obtain $3200 for a future hybrid battery, not needed. Kayle did not offer any resolution to this tragic event. In fact, Kayle began making excuses for Lyle, stating he's sure Lyle had spoken to a mechanic before typing up the diagnostic but Kayle never called or confirmed said information while we were in his presence. Kayle just laid back in his chair and patronize me and my fiancée' as we sat in his presence for at least 25 minutes informing him of how offensive it was to be treated with such disrespect, especially after another couple had arrived and heard how Lyle was speaking to me when I had done nothing wrong. The only resolution Kayle provided was that we may bring my vehicle back for service, but we should ask for him when doing so.

Kayle never provided a card or documentation with his name. It was as if we never spoke. I again felt humiliated for my efforts to make upper management aware of the foul conduct of their employee. It's obvious at this point, this service Ford Dealership Service Department are allowing and encouraging their employees to treat their customers with such disrespect. I can honestly say this because as I was waiting to be seen by Kayle, another brown minority sitting in the service area told me of his experience at the same location of work by Elk Gove Ford he specifically needed at a specific cost but later found out the work specified by Ford was not needed and he was able to get his vehicle running properly for a fraction of what Ford Elk Grove had quoted him. Based on my last experience at Elk Grove Ford and providing over 20 years as a loyal customer to this specific company I not only do not feel welcome to return but do not feel I can trust this Ford location any further. I can't imagine Ford Motor Corp. are allowing and teaching this type of behavior to your employees for representation to be placed upon loyal customers. Many in which are women and people of color.