Larry H. Miller Super Ford Salt Lake City

I called the dealership on November 11th regarding a recall for my 2017 Ford F-150. The gentleman I spoke with was helpful and stated that he wanted to ensure the part was in prior to scheduling the appointment. He came back and stated that the part was in and we scheduled the appointment for November 17th. I explained that I would be at work for two days and he said "no problem, we can pick the car up and then drop it off when its done." Perfect, They came and picked my truck up on the morning of the 17th. On the evening of the 17th at 5pm I received a text stating that the part was not in stock but would be in the following day. Ok, no big deal, I didnt get off work until Wednesday morning.On Tuesday afternoon at 3:30 I received a text stating that the part never came in, that it was backordered until 12/5-12/8 and where should they deliver my truck. I immediately responded with a text saying to return it to the same address they picked it up from and that I thought this was interesting considering the only reason I made the appointment in the first place was because the part was in the shop. No response and my truck never came. I texted again at 5:55 "I'm still getting my truck back right? I need it to get home in the morning." No response. The next morning I called at 7am and explained to the girl my situation. She said she would check with the service manager and call me right back.I waited 30 minutes, no call back. I called again and explained to a different girl my situation. I had her check on the status while I waited on the phone. She said they could have the vehicle to me in about an hour and 30 minutes. I told her that wouldn't work because I had another appointment at 9:00 across the valley. I ended up having to take an Uber to the dealership to pick up my truck. When I arrived I spoke with another girl who was unaware of my situation. She was kind and found my truck and brought it up front. No one else came to apologize or reschedule the recall service. In my 30 years of running a business I learned early on that communication is paramount. If there are issues, get ahead of them, communicate with the customer, apologize and do what you can to make it right. In this case, as the customer, I felt like I was being a burden to the company. For a company that prides itself and sells itself on great customer service, I felt like this is a value they no longer hold dear or need to spend some time building back up. I rarely write bad reviews but this did not feel like an anomaly. On another note, when I finished writing this review and went to submit it, this is what popped up. -We are experiencing technical difficulties. Please try again in a few minutes.

I called the dealership on November 11th regarding a recall for my 2017 Ford F-150. The gentleman I spoke with was helpful and stated that he wanted to ensure the part was in prior to scheduling the appointment. He came back and stated that the part was in and we scheduled the appointment for November 17th. I explained that I would be at work for two days and he said "no problem, we can pick the car up and then drop it off when its done." Perfect, They came and picked my truck up on the morning of the 17th. On the evening of the 17th at 5pm I received a text stating that the part was not in stock but would be in the following day. Ok, no big deal, I didnt get off work until Wednesday morning.On Tuesday afternoon at 3:30 I received a text stating that the part never came in, that it was backordered until 12/5-12/8 and where should they deliver my truck. I immediately responded with a text saying to return it to the same address they picked it up from and that I thought this was interesting considering the only reason I made the appointment in the first place was because the part was in the shop. No response and my truck never came. I texted again at 5:55 "I'm still getting my truck back right? I need it to get home in the morning." No response. The next morning I called at 7am and explained to the girl my situation. She said she would check with the service manager and call me right back.I waited 30 minutes, no call back. I called again and explained to a different girl my situation. I had her check on the status while I waited on the phone. She said they could have the vehicle to me in about an hour and 30 minutes. I told her that wouldn't work because I had another appointment at 9:00 across the valley. I ended up having to take an Uber to the dealership to pick up my truck. When I arrived I spoke with another girl who was unaware of my situation. She was kind and found my truck and brought it up front. No one else came to apologize or reschedule the recall service. In my 30 years of running a business I learned early on that communication is paramount. If there are issues, get ahead of them, communicate with the customer, apologize and do what you can to make it right. In this case, as the customer, I felt like I was being a burden to the company. For a company that prides itself and sells itself on great customer service, I felt like this is a value they no longer hold dear or need to spend some time building back up. I rarely write bad reviews but this did not feel like an anomaly. On another note, when I finished writing this review and went to submit it, this is what popped up. -We are experiencing technical difficulties. Please try again in a few minutes.

I purchased a car a year ago from LHM Super Ford and recently had some issues with getting scratches repaired under the warranty. The service manager, Ryan Rasmussen, stepped up and went way above and beyond to solve my issues. He turned a frustrating encounter into the best customer service experience I have ever had! I can't say enough about how nice it was to work with someone who truly cares about me as a customer.