2024 Ford Expedition XLT MAX

My son came in to have his oil changed and tires rotated and balanced It took them 4-1/2 hours, a bit much, time wise He paid, however, they broke two hub caps and messed up the balance and never rotated the tires. He tried talking to the service manager, but that got him nowhere so he ended up going somewhere else to have his truck work done. Mind you, he had to take the next day off of work To take his truck elsewhere and have the tires rebalanced and rotated which meant he had to use his PTO when this was not his fault . We ended up calling the GM at Ken Garff bountiful Utah and explained the situation to him. He was very professional and very nice and handled the situation right away. There was no arguing, no saying we were wrong. He said he would talk to the manager find out what went on and get back to me. Trent got back to me right away and said they ordered two new hubcaps today and I told him for the inconvenience of 4 1/2 hours that he should be refunded for his time and the oil change, balance and rotation. Mind you, they messed up the balance, and it made his truck shake really bad While driving. I mentioned to Trent that for the inconvenience, it was only fair to refund everything in which Trent agreed. He is going to issue a refund for the full amount, and buy new hubcaps for the truck. It was handled, professionally, tactfully, and in a nice manner. I appreciate everything that Trent, the GM at bountiful Utah Ken Garff did And how fast it was handled.

Everyone did a great job! The receptionists, were amazingly helpful & attentive. Anything I asked or brought to their attention was handled immediately. There was a communication issue on the status/completion date but I was contacted and notified from there forward. I believe it was Cody, bless her heart for she went out of her way for me. She was super helpful, and there may have been another gal, but they are rock stars and true assets to the team. The repairmen, although busy, were thorough and precise with their work. My baby looks good as new, thanks a ton all! I'd I ever need any work I will be back to see you!