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Crain Ford

I brought my car in at 7am on 10/10/17 because I had a check engine light on. I had the code read at O'Reilly’s and they told me what it was showing. I took it to Crain Ford to get a diagnostic. They never asked for my name, just a phone number. It took 3.5 hours. Upon call from Mary, we were informed that it was the coolant bypass valve. It was $60 for the part and would be $195 altogether. We authorized it. She then called back saying that they wouldn't do it without updating the software on the car, which would cost $400. We discussed it and decided we couldn't do that. I called back and could not get ahold of her, and this happened a couple of times. I asked to speak to the service manager. I was informed he was with a tech and a customer. So I asked to speak to literally anyone who was available. I was transferred to Carlos. It took him quite a while to find the paperwork, since she didn't ask for my name. He was extremely helpful and advised that Mary had not read to bulletin correctly and that the technician was charging for an extra hour of labor. At 12:15 PM when Mary got off of lunch, she called and told us what had happened. She then provided us with an exact price. We authorized for the repair to be made. She told us it would only take an hour or two. At 3:00 pm we called and spoke with her about what was taking so long. She had to call us back. When she called back, we were informed it would be done sometime before 6:00pm, when the shop closed. At 4:30pm we received a call saying it was done. This whole time I have been sitting at my husband's work, at McLarty Honda. We go up to get my car. I pay the $300 it cost. Mary advised she was going to get my car, which we could see parked beside a mustang. While we are paying, she goes to get my car. Ten minutes later, it still hasn't shown up. When finally she brings it into the bay, dripping wet. I get into my car and leave. As I'm leaving I turn the AC on. I am instantly hit in the face with cigarette smoke. I don't smoke, as I am ALLERGIC to the smoke. By this time, it is 5:00pm and I am already on the way home. I will never use this Ford dealership ever again. I am contacting the Better Business Bureau and an attorney later on. I called earlier in the day and left a message with the service manager and he still hasn’t called.

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