I had my car broken into where the crooks took my wheel lock key. Nervous about my wheels being stolen, I took my car to Sam Galloway Ford -- despite the botched service I got from them in the past, I figured this would be an easy fix. I went in requesting new wheel locks and key -- they said they'd have to fit the wheel locks and remove the wheel locks, I said OK. Out comes my car with a set of generic lug nuts...which surprised me because I already own a set of them. I paid $48 and was told they'd call me when they're in, I confirmed with the service advisor (Lenny) that I'm all paid for and all I have to do is come in to get the new ones installed -- everything was prepaid. After over a week (I was told 2 days) I called them asking whats up -- Lenny noted that he'll overnight them which clearly indicated they forgot -- he said he'd call me back when I can come in. I wait over 2 weeks and I called them again -- Lenny said that I was supposed to come in the next day because he overnighted them -- he didn't tell me this. I go in to my new wheel locks in and get an oil change -- I pulled up to the quick service lane and waited for someone to talk to me. I saw customers around me being tended to, even ones that came in after I did. After 25 minutes, a porter asked me what I was coming in for I said "no one has even said a word to me" -- the porter was kind enough to get an advisor's attention who let Lenny know I was waiting. They take my car, I wait about 20 minutes and my service advisor lets me know that I only paid for a set of the generic wheel locks and that I need to pay an additional $65 for the parts and installation. I was flabbergasted -- I asked him why would I pay for parts/installation for something I'm going to remove? He seemed unsure of the question himself and said "well let me see what I can do." Another 20 minutes roll around -- he comes about to say "I can do the oil change for nothing but the parts/labor will still be $65." I posed the question again..."Why would I pay for something I'm going to remove?" I tossed in the additional fact I already own a set of 4 lugnuts. I let him know that it is unacceptable and unfair to do this...not to mention the fact that I asked him twice (once when I came for service originally and secondly when I came to the service lane). I said he had lied to me and this stays true my past experience of getting the shaft (I had a mirror that came off, covered under my warranty, and winded up waiting for an angry glass guy to come to my job to bring me the wrong mirror and I absorbed the cost of paying for the mirror -- I also was forgotten about when I had my tire replaced under my road hazard warranty). I posed the question again and he said that "wheels rarely get stolen nowadays" and that the reason they put on the lugnuts is "because they're safer" -- neither explanation made sense. Rather than make a scene, I walked away from Lenny and paid $65 for my wheel locks and rode off. I was going to go to them to install a ford racing cold air intake I got as a gift but now I'm scared to death and I don't want them to get any of my business. Stay away at all costs!! The picture attached shows my original lugnuts that came with my car, my old wheel locks, and the $48 worth of "temporary" lugnuts they decided to put on my car after lying to me.

I dropped my truck off on tuesday morning at 8:00 a.m. (my appt time). 10 hours and 4 phones call later I still could not get anyone to return my call, give me an estimate, let me know if my truck would be ready, or if I needed to catch a ride home. I even spoke to the assistant service manager, Victor, who was overly aggressive to an dissatisfied customer.

Noon the next day (after I called them)they finally had an estimate. Unfortunately it was THREE times the cost of Metro Miami Ford's estimate. I called Metro Ford (great service, they guaranteed they would fix the problem for their estimated cost. I called Sam Galloway Ford, got grief from the Service Advisor that I wans't giving them the repair, even though I had them do some smaller jobs. He said that it would take a couple hours to fix the small jobs and ready the truck. That was 2:00 p.m. on Wednesday.

It's now 1:30 on Thursday. I still don't have my truck. Two and a half days to get an estimate, replace the rear window latch, and replace the tailgate latch. AWFUL, I WILL NEVER DO BUSINESS WITH THIS PEOPLE.