Terrible!

I am writing this to warn others about the appalling lack of customer care and management incompetence at Ford Diep River. We purchased a brand new Ford Territory, and the after-sales experience has been an absolute nightmare. We initially lodged a formal complaint regarding unresolved issues, including squeaking brakes on a vehicle with under 4,000 km, zero communication during service visits, and a massive failure regarding our licensing, registration, and the R6,000 fee we paid for it. Instead of fixing these issues, the management team made everything worse: The Service Manager is completely out of her depth. She clearly does not know what she is doing. We had to literally fight back and forth with her just to get basic mechanical issues looked at. It got so bad that my husband had to physically walk into the workshop and show the technicians exactly what needed to be done. Only after we practically did their job for them was the car finally sorted. The Dealer Principal lacks basic etiquette and accountability. It has been almost a month since we sent our formal complaint, and he has completely ignored us. What makes it worse is his utter lack of professionalism in person—he doesn’t even have the courtesy to greet you when you are standing right in front of him. He has had numerous opportunities to step up, speak to us, and address our complaint, but he actively chooses to ignore clients. A business is only as good as its leadership, and if a workplace is led by people who lack basic customer etiquette and management skills, it trickles down to everything else. Aside from a sales executive named Andrew, the staff and management here are dismissive and ***********. I would absolutely not recommend Ford Diep River. Save yourself the stress and take your business to a dealership that actually values its clients and understands public relations.