Comments on: Bluebonnet Ford

By: Kate

Kate — Fri, 14 Oct 2011 15:52:54 +0000

Poor customer service on account of just being human is flat out pathetic and inexcusable. I was looking for a new vehicle, and I ended up buying a used truck that was described as being the best deal for me. I was in a situation where I needed to get out of two vehicles and into one. They did give me the full trade in amount for my beautiful 2009 Dodge Ram Crew Cab XLT and 2010 Nissan Rogue (with only 14K mi. on it) because they “had to… to get the deal done”. I didn’t even know how to respond to that one; especially after hearing them rant and rave about my truck all day. I was at the dealership from 9:30 am until almost 8pm, after being tossed around between the three potential deals that my salesman was working that day, and I can’t count the number of times my salesman, Jerome, mentioned possibly hitting his sales quota for some bonus. Bottom line, I was completely dropped after signing the contract! I’ve already had this used truck in the shop for warranty work, and I now believe there is a problem with the transmission. Being late in the day on the day of the sale, I was told that I would get a call letting me know who picked up the note, but I never received that call. I didn’t know until I got a letter from SACU in the mail. I did get my free 1st oil change, but the truck was given to me with less than 200 miles before the oil change was due. When I took the truck into the service department for warranty work, I asked about the plates for the truck. I was tossed back and forth between the new and used lot; just to be told the plates were about to be mailed from the new lot because they hadn’t been picked-up yet. Again, I never even got a call to let me know the plates had arrived. Jerome saw me and asked how I liked the truck, but when I started to tell him all the things I hated about the truck, he cut me off because he had a potential sale waiting. Then, I receive a random check in the mail from Bluebonnet which stated “Overpayment of Registration”. A few days later, I received a registration renewal notice from the DMV and realized that the check was meant to pay the registration for this year. Again, there was a complete lack of communication! I lost this check while helping my sister evacuate from their home in Bastrop. When I called to get the check re-issued, I got tossed back and forth just to find the person that could help me. I was told the check would be sent out that following Monday. A week later, I called and got even more of the run-around. I had enough and wrote a letter of complaint in the feedback section of their website. I quickly got a call and was told the check was ready to be picked up. I was told then that the General Manager would be calling me. The next day, I received an e-mail from my salesman. I’ve copied the closing statements from his message:
“…Again I am very sorry for all you’ve had to go through. I can only hope that you will consider our apologies and also realize that we are all human. Though it may seem, in your opinion, Bluebonnet is not worth recommending, other dealerships have humans working for them as well and no one is perfect. Your letter indicates you will not be shopping here again or recommending us. If that remains true I hope you find a dealership that meets your standards.
Respectfully Yours,
Jerome Rickard / Sales Representative
Bluebonnet Motors”
I sent back a letter stating that poor customer service on account of just being human was flat out pathetic and inexcusable. The General Manager’s Administrative Assistant sent me an e-mail assuring me that I would get a phone call very soon, and that the GM was personally going to review my file to see what they could do to make me happy with my purchase. That was on September 28th, and I haven’t received another phone call or e-mail from them since! So, when they say that at Bluebonnet, “Price is the Difference”; they really mean that the true cost is customer satisfaction and service. This experience has reinstated the fact that you get exactly what you pay for!

By: Tjark Stewart

Tjark Stewart — Tue, 12 Jun 2007 20:23:22 +0000

Tjark Stewart Says: Your comment is awaiting moderation.
June 12th, 2007 at 12:22 pm
I visited your service dept two weeks ago and dealt with your service dept rep Heiz. This guy is worried about his surveys he is graded by and not the customers needs.After I told him I bought the car from david mcdavid in plano he was done. He didnt care where i went as long as it wasnt their. I asked for warrenty work and body shop work at the sametime. it confused him and he gave me directions to get to your body shop. I just spent $57,000 on a lin navigator that had problems. well I was referred from a friend to take it to you and buy from you next. Well the customer service you give to a non customer dosnt maker me ever want to come back. your bodyshop man billy did a excellant job. And i told heiz what needed to be taken care of. And if billy hadnt called me the list wouldnt have been completed. Like the list heiz had for service i didnt get a copy of everthing he didnt follow up on and make sure it was completed.Not providing a rental car for a customer that doesnt buy from you means they still probably wont in the future.I just wanted you to know my bad experice with your dealership TJark Stewart 210-748-8899

By: Tjark Stewart

Tjark Stewart — Tue, 12 Jun 2007 20:22:21 +0000

I visited your service dept two weeks ago and dealt with your service dept rep Heiz. This guy is worried about his surveys he is graded by and not the customers needs.After I told him I bought the car from david mcdavid in plano he was done. He didnt care where i went as long as it wasnt their. I asked for warrenty work and body shop work at the sametime. it confused him and he gave me directions to get to your body shop. I just spent $57,000 on a lin navigator that had problems. well I was referred from a friend to take it to you and buy from you next. Well the customer service you give to a non customer dosnt maker me ever want to come back. your bodyshop man billy did a excellant job. And i told heiz what needed to be taken care of. And if billy hadnt called me the list wouldnt have been completed. Like the list heiz had for service i didnt get a copy of everthing he didnt follow up on and make sure it was completed.Not providing a rental car for a customer that doesnt buy from you means they still probably wont in the future.I just wanted you to know my bad experice with your dealership TJark Stewart 210-748-8899