We bought a new Ford Explorer in 2006 and I love the car but service has been horrible since then. The latest was when 2 weeks ago I went over for an oil change and tire rotation and then told... More

We bought a new Ford Explorer in 2006 and I love the car but service has been horrible since then. The latest was when 2 weeks ago I went over for an oil change and tire rotation and then told when I got there they wouldn't do the tire rotation for the price quoted over the phone. Also told that it would take around 30 minutes to do the oil change. An hour and thirty five minutes later we were still waiting on my car. Finally they bought it out and they had broken the handle off the emergency brake and just stuck it in the side pocket trying to hide it. My husband went storming back in. They some what apologized and ordered us a new one. Well a week later we had an appointment to take it back at 12:30 and my husband was on his lunch hour and then at 1:30 when he went back, they said at least another 1-1/2 hours because they hadn't started to work on it. My husband was furious, so they took him back to work. They came later to pick him up from work in my car instead of one of theirs, using my gas. They sent some man that was supposed brought in to try and clean up their service department. My husband left a letter with them and said that we would NEVER buy or use them again for service. The man was suppose to call back the next day to see what they could do for us but we haven't heard from them since. It wouldn't make any difference now. NEVER use Universal, yes, they are nice and helpful when they want to make a sell, but horrible afterwards.
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I would like to applaud the service we received from Universal Ford. (And this is big for me becasue I'm not a huge Ford fan.) We came in on Saturday to look around and we were helped by Scott. (I... More

I would like to applaud the service we received from Universal Ford. (And this is big for me becasue I'm not a huge Ford fan.) We came in on Saturday to look around and we were helped by Scott. (I hope I haven't reversed the names of the people that helped us) He was diligent in trying to help us find the exact vehicle that we wanted. It didn't quite work out so we left for the day but he gave us the card of another person that could help us on Monday. Sunday we received a courtesy call to check and see if we were still looking, etc. Monday, Steve called my husband several times to help find him the truck he wanted. It didn't seem like it was going to work out but at the last minute my husband saw that they had a very similar truck on their lot that we had missed before. He talked to Steve and got a rough estimate on the cost. Then we went and looked at the truck and test drove it. They made a really great offer that my husband couldn't turn down. Not only were the two salesmen very nice, so were the two financial people that we dealt with. I couldn't have asked for a more pleasant experience. I am really hoping that the service is just as nice. Once again, I hope I didn't switch the names around.
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