This dealership is very sadly lacking. My experience has not been a happy one by any stretch of the imagination. The staff are pleasant but the management is the pits. I recently had a valid complaint of being charged for a service when unbeknowns to me, my vehicle was still under free servicing from when it was purchased by the original owner. Having discovered this at a later date, I called Victory Ford and spoke to a sympathetic person who said they would call back after speaking to their manager. I did this five times with the same result but never ever received a return call. It was only after a letter of complaint with a copy to Ford Australia that they rang me and made a refund one year later. To date however I have had no apology from them nor an explanation as to why they ignored me.
Their staff also appear to be unaware of the various warranties over their vehicles as I checked with them whether I could have my car serviced with a Ford dealer in my area and still retain the dealer warranty. I was told that I could. However this was not the case and voided my warranty. As a result of my letter this has been reinstated.
To add insult to injury, I had my car serviced by them again today. I was booked in at 9.30 am, thinking it would take at most three or so hours. My car was ready at 4.20 pm, some seven hours later. At no stage when I booked the service, or when I dropped the car was I told the vehicle would be required for the whole day. As I live a fair distance away on the Gold Coast, I had no option but to spend all of these hours in a shopping centre. I acknowledge however that by way of apology they did deduct a $30 labour charge for replacing some wiper blades.
I have previously owned a Toyota and have always found their dealerships to be totally customer focussed. It seems to me that Victory Ford have a great deal to learn in this regard.