Quick Lane Tire & Auto Center

Not happy today. I went in for a wheel alignment and I was standing in line for about 30 minutes only to be told that they don’t do alignments on Saturday. A sign that says that would be nice so that I wouldn’t have to waste time out of my busy schedule.

I took my 2013 fusion to AV, Fords Quick Lane service, I was helped by 2 outstanding service advisor’s, Keri Webber and Ashley Stafford, I left my car for maintenance, as well as, recalls and warranty work. These two were very professional, knowledgeable, courteous and friendly. They kept me well informed on the progress of the maintenance and parts availability. Great people, great organization.

This review is based on the customer service provided, and not the quality of work performed by the mechanics (for which I can provide no comment)
Quick summary:
Awful service. Wouldn’t conduct maintenance plan work, and improperly charged for services that were covered. Unable to properly schedule via website. Don’t have qualified techs available except Tuesday — Friday. Recommend avoiding these guys all together and drive down to Valencia to get service done right.
Detailed summary:
Bought a Ford service plan when I bought my vehicle down in LA (Galpin). Unfortunately, the AV Ford dealers have closed their service departments and this quicklane is the only local provider fulfilling those contracts.
Used the quicklane online service to schedule an appointment for a Saturday morning to do the scheduled 15,000 mile maintenance and get the brakes checked. Site indicates you should hear back within one business day. Two days later — no response. I call and am told that they aren’t really getting the online appointments and unfortunately the morning is now completely booked. Went with an afternoon appointment and explained why I was coming in.
Show up on time, start processing the paperwork, and they tell me they can’t work off the service plan until the vehicle is at 16 800 miles because that’s the next interval. Doesn’t matter that THEY put a 15 100 mile return sticky in the window from the first service, or that the vehicle indicates less than 5% oil life remaining. I could pay to have it done, but not off the service plan. So sorry.
Since I’ve already payed for service, I wasn’t about to do so again. So I decline, but ask if they would rotate the tires since they weren’t able to do so during our first service (my fault, didn’t have the wheel lock). Sure they can do that… for $ 19.95. I ask if they couldn’t do it just as part of the service from before, or even annotate it for the next. Nope. So sorry.
The day prior, I learned of a TSB (Tech Service Bulletin) for an intermittent condition I had been experiencing. I show the agent the TSB and ask if this is something we could get done since the maintenance won’t happen today. For them to process it, they have to experience it themselves. (This is apparently standard procedure. Can’t fault them directly, except that there are instances of service departments that work with customers to get these done… but there would be none of that here.) Unfortunately, it has to be done by warranty qualified technicians… and they don’t have them for Saturdays. So sorry.
However, I could leave my car in the lot overnight for them to try and experience it in the morning. While an inconvenience, I’m still considering going with a Sunday drop off, when she says it would have to be Monday night — because they don’t have the right techs in on Monday either. So sorry.
I ended up calling the originating Galpin service department down in LA, who expressed that the service plan should have been honored. There is no duration requirement. Also, they shouldn’t have charged for the tire rotation either since it wasn’t done at the first maintenance. They set me up with an appointment in Valencia the next weekend.
At first, I was horrified to see that it was another quicklane! However, this experience was much different. The agent there apologized for my previous treatment and promised to take care of everything. They followed through. Kudos go to the Valencia Quicklane folks. Just avoid the Lancaster Quicklane like the plague.