I never imagined I would be leaving a google review with my business page, but unfortunately here I am.
Have purchased 4 cars from landmark. Excellent and knowledgeable sales staff. Great service/repair experience over the years with Mike Walkers Red Team
Oct. 24, 2017, Landmark Ford was commissioned for a diagnosis (Landmark Ford Invoice #60554). They completed the diagnosis, the customer payed for the diagnosis, but for whatever reason opted out of further service and instead chose to sell the vehicle. The buyer of said vehicle called us and hired us to tow the vehicle from Landmark ford to Longview Washington. My driver showed up and asked the receptionist for the service writer in charge of that vehicle. After a couple minutes the service writer appeared, my driver followed him to his office for the necessary paperwork and keys. The service writer called for the keys, after 10 minutes, my driver again asked for an update on the keys. The service writer said they could not find them and were still looking. My driver called our customer, and told him what was going on, the customer stated he needed those keys and would not be okay with us towing it with out them. After 1 hour and 12 minutes of my driver waiting, the keys were finally produced. I was going to charge the customer for that hour and 12 minutes of stand by time ($60.00), but thought long and hard about how unfair and unjust it would be to expect the party not responsible for causing the delay, to pay for it.
Being unable to produce the keys in an appropriate time frame, Landmark Ford was directly responsible for that 1 hour and 12 minutes ($60.00) of lost revenue.
The wait time was much longer than we were quoted, easily twice as long. We saw our car out front and asked the receptionist if it was done, she told us to check in with the cashier. We asked the cashier and she said that they were just waiting on the paperwork to be closed out and she would call our name when it was ready.
45 minutes went by and we were still waiting. When we went to check back. The cashier was so busy complaining to a scantily clad young woman covered in tattoos, about another co-worker not doing their job correctly, that she didn't even see us standing there. When she finally noticed us she said, "Oh, your car is ready. I called your name."
I have a 2014 Ford Mustang. It has symptoms. It gets only 13 mpg on average instead of 18.5, it shakes, it has rough acceleration, it slows down more quickly, it doesn't have as much power as before. It seems like it is working hard to do what it did so well before. It doesn't sound the same, etc. I brought it into the Tigard Landmark Ford Lincoln dealership with initial confidence in them. Despite this, they did not solve anything. In fact, they claimed that nothing is wrong, so they won't diagnose it. I told them I will pay their fee of $109 for a diagnosis. Instead, they stated that I must pay $80 just to take the wheels off and inspect the breaks. They claimed that they didn't need to diagnose it because nothing is wrong, yet how do they know nothing is wrong if they don't diagnose it? Despite the days and many hours I spent of this, they returned the vehicle with the problem. It might be as simple as the e-brake is jammed. It was the Orange Team. They seem to be either incompetent or dishonest. When I take it to get diagnosed and have proof of the damage, they will have a lawsuit on their hands, and a damaged reputation.
Needless to say, we wish we would've gotten these young "ladies" names, so we could call the service manager directly. We will not be doing business with Landmark again, nor will we recommend this company when asked about our experience here. Truly horrendous service coming from at best, a second rate shop.
Perhaps this is the first time--the first time Landmark Ford keeps a fellow business waiting for that long, or perhaps this is the first time a small business has the courage to stand up and demand what is right, from a much larger one... Regardless, that lack of responsibility from a much larger operation--is unbelievable.
There are a few issues with this, that left both my wife and I, with a bad taste in our mouths. Firstly, our name was never called. We don't appreciate being lied to. Secondly, we don't mind waiting if we're given a realistic wait time. Thirdly, it is incredibly unprofessional to speak ill of ones co-workers where customers can overhear. Not only did it make us wonder if we needed to go somewhere else to check and make sure the work was done right. It also comes off as being unbelievably ironic, to the point it is almost comical. And lastly, never in our lives have we seen a customer service representative dressed so inappropriately. It just doesn't send a good message when a company allows their employees to flaunt skin so openly.
Note: After driving my car around, the problem is improving, yet the car still has major issues.
We thought we were just buying our leased plug-in hybrid at another dealer. Didn't even wash the car. Got maintenance service and every intention to keep it. Landmark got us a more suitable new 2017 car less expensively than buying our 2014. They found out what we wanted instead of pushing what they had like the old dealer. Much more pleasant people and environment.
I called Landmark in hopes that they would admit fault and remedy the situation, but my phone call with Kurt, the service manager was met with disbelief, and I quote "Kurt: ...I have 35 years of working here buddy, I've never had anybody try and collect 'stand-by' time from me, for a tow truck driver...ever. First time I've ever even heard that."
Customer service left much to be desired. I don't even know where to begin... My wife and I decided to come to Landmark to have our vehicle serviced, I wish we hadn't.
Landmark Ford Lincoln is a US Car Dealer based in Tigard, Oregon. Landmark Ford Lincoln is located at 12000 SW 66th Ave, Tigard, OR 97223, USA.
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