The experience with Randy Marion was very disappointing from the time I dropped my car off till the time I picked up my car. I brought my car in to address a recall bulletin sent to me by Ford. I work very close to the area where this facility is located and thought, perhaps naively on my part, that the well established Randy Marion chain of dealerships would be a good place to drop my car off and be convenient place to pick up my car as well.
The biggest issue was the lack of communication on the part of staff despite promises otherwise (one technician even promised to append a note to my account to be notified of updates- completely useless), I would frequently have to call to get any updates whatsoever. Updates to even know what was wrong with the car…updates to know when work would proceed…updates to know that work was completed…required me to call every single time because the service center was either unwilling or unable to do so. A complete 180 from other dealership experiences and even small mechanic shops, who all had the ability to provide customers with frequent updates without issue.
The next issue was arranging transportation. The technician I dropped my car off with informed me that repairs may take several days and up to week depending on the severity of the issue. However, there were no loaner cars available and a rental was only an option if the recall involved the engine. Despite explaining to them that this was my primary car, there were no real attempts to offer any solution on how best to mitigate this inconvenience. I was without my car for about a week but I managed as best I could. What really was frustrating was when it was time to pick up my car. I was told there was no staff to run the shuttle so I would need to figure out how to get from my home to Statesville. Other dealerships have offered things like uber/Lyft when in-house staff was unavailable. I had to Uber at my own expense, $40, to pick up my car.
At pick up, there was no acknowledgement of the lackluster customer service that was given from beginning to end. Even an explanation and apology about all the inconveniences could have helped to blunt some of the frustration, but there was none. Just an unwelcoming and uncaring experience from beginning to end.
If you have the ability to service your car anywhere else please do so! Randy Marion seems more interested in prioritizing wacky commercials and underserved hype instead of focusing on a quality customer experience. Surely some of the money saved from using AI assistants to answer customer calls could be funneled elsewhere?