Have had a PX Ford Ranger at Gateway Ford Wollongong since 17/12/2018 - symptom - pressure entering engine cooling system.Followed up Gateway Ford Service Department regarding findings on 22/12/2018 ... Vehicle had still not been looked at and no estimated time for completion provided.Contacted Gateway Ford Service Department AGAIN on 28/12/2018 requesting an update regarding findings and repairs required as well as a completion time frame.At this time I was able to speak with a courteous,attentive service representative who advised she could not provide an ETA however took my contact details and called back after discussing with workshop manager.The GATEWAY FORD service representative advised an EGR cooler valve had been diagnosed as faulty and replaced however engine overheating fault remained and service department had requested approval from fleet company to remove engine cylinder head for inspection. Contacted GATEWAY FORD again on 07/01/2019 advising I required an update ASAP as I have already outlaid $2500.00 on a replacement hire vehicle- dual cab Hilux from Hertz since towing the Ford Ranger into their dealership.At this point a service representative advised approval had been given to remove head amd service department were in the process of removing this cylinder head,inspection should be finalised at end of week.I notified Service representative I would be in on Friday 11/01/2019 to collect specialised tools from vehicle.Attended GATEWAY FORD WOLLONGONG,spoke with Dan,collected keys to vehicle to collect tools,opened bonnet at this time,cylinder head still in place and head studs had not been loosened.Friday 18/01/2019 Contacted GATEWAY FORD,WAS greeted by Nicole.Provided vehicle registration and midway through explaining my enquiry,Nicole abruptly interrupted and started talking over the top of myself saying "IF YOU'D JUST LET ME TALK" in an AGGRESSIVE MANNER!!At this point I advised Nicole her attitude was rude and disgusting and that I was terminating the phone call as I refused to be spoken to in such a manner as a customer and the matter would be referred to our National Account Manager for fleet vehicles.I contacted my National Fleet Vehicle Account manager,advised of the matter and my account manager advised that she would follow up status of outstanding matter immediately.Within 30 minutes our account manager had spoken with the GATEWAY FORD SERVICE MANAGER and the SERVICE REPRESENTATIVE advised they would begin removing the head as per approval next week-not bad considering they stated the head removal had commenced on 07/01/2019 - outright blatant lie!! There is most definitely no customer service etiquette on offer from GATEWAY FORD SERVICE 1ST point of contact -staff member Nicole (service receptionist front desk).Absolutely disgusting attitude and very below par service on offer from the majority of GATEWAY FORD SERVICE DEPARTMENT.This is now in the public domain as I have also contacted Gateway Ford Management in relation to this matter.No where near the professionalism provided by Harrigan Ford Yallah or Kinghorne Ford Nowra dealerships.
Dishonest untrustworthy and deal with ford cars that are unfit to be on the road!!! Cant trust a thing these people tell you!! Make sure you know exactly what they are doing to your car because they will lie and give you invoices that are falsified and back dated! Keep all records from them,you have been warned!!!
Fantastic service! Lloyd was a massive help, and kept me informed all the way through, including keeping me updated on what they were doing to my car, and expected completion times. Highly recommend.
Best customer service by far! The staff are helpful and genuine. This is the FIRST TIME, since buying my beautiful car last year, that I have EVER felt comfortable to let another dealership near it. I even let them test drive it without me (huge deal) See my ford experience has not been a pleasant one. I had so many hesitations and horrid memories from my last experience. UNTIL my dealings with the lovely lady and the awesome gent at the service desk, whom were utterly beautiful. They went above and beyond to book me in. The mechanic that worked on my car, actually fixed it properly. The service manager was really great and genuinely interested in ensuring, I was 100% happy with my car. Overall, I can not fault them at all. I would like to say a huge thank you to all the staff, it honestly means a lot.
My faith has been restored in Gateway Ford Wollongong. I felt welcomed on arrival, their communication was outstanding throughout and I had no hassles with the warranty repair. Thank you.
Gateway Ford is an Australian Car Dealer based in Wollongong, New South Wales. Gateway Ford is located at 44-48 Flinders St, Wollongong NSW 2500, Australia.
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