Read reviews that mention:
They sure wanted to sell us a Certified Preowned Explorer. And it actually is a nice SUV. Typical dealer sweet talk and promises, though Once the papers... were signed, their responsiveness went down the toilet. The sales guy, David "Mike" Carter, said if there were issues, just send him a text. There have been a couple small issues so far, nothing major. My wife has sent text messages with no response from good old Mike. These are issues that would not break their bank to fix and keep a customer satisfied. But, they are basically saying they don't want repeat business by not even replying. Guess I'll buy my Platinum F250 elsewhere. Not going to put another dime into that place. I want to make sure others don't fall for their BS. And other than them having a decent match for what we were looking for, their selection is fairly weak.
I made an appointment online, arrived for the appointment on time and when I said I had an appointment the service adviser looked at me like I had a 3rd... eye growing from my forehead. Asked me twice how to spell my name and then informed me he had no record of my appointment. That was Dustin-he was very nice and told he really wanted to fix my problem but couldn't do it that day. I chalked it up to me not being the most computer savvy person on the planet, waited until I had some time off and called the number he gave me. Called this morning, asked for his extension, got a voice mall that said nothing other than "DUSTIN!" I Hung up and called back. This time I asked for the service department, got transferred, then was asked if I needed to schedule an appt. or inquire about a repair underway. I replied, "I need an appt."; person on the line said, "That's me, what do you need done?" I explained I needed my chip key reprogrammed and a spare key made. She quickly said, "You need to talk to parts to see when they can get that key for you-I'll transfer you." Click. I thought that was weird, but whatever. So, I explained my issue again to the parts guy. His reply, " I SHOULD have that one." I thought, well I hope so, it is a Ford and you are a Ford dealership. I was a little worried that he didn't go check-whatever. He transferred me back to the appt. setter. She informed me I needed to talk to a service adviser because programming the key required a technician. I got transferred again. This time Jerry (or Gerry), picks up the phone. No problem sir we can do that today at 3 p.m. I ask how much he says $89.95 for the service and either 39.95 or 59.95 for the extra key, (ouch-but expected). I specifically asked, "Is that all?" His reply, "Yes sir." Arrive at Prestige Ford at the arranged time. After standing in the rain blowing under the cover they have there for about a minute someone asks if they can help me and I inform him I have an appointment for 3 p.m... It's back! That darn 3rd eye on my forehead has reappeared I guess. I give him my name-no good, I spell it-no good. Now I'm thinking maybe it wasn't my fault on the previous appt.! I tell him I spoke to Jerry and he goes, "Oh! Well, Jerry's right there-he'll be right with you," and walks off leaving me in the rain. I stood there outside the little kiosk getting wet for about half a minute and then just stepped inside w/o being asked to avoid the weather-as I was started to get a bit annoyed. Jerry introduced himself and we were off and running! I thought-cool here we go. About 40 minutes later Jerry steps into the waiting room to inform me, "The first key we made isn't working so well. We have to go get another one. It will take about a 1/2 an hour for us to pick it up from Key Scales." I look at him like he's got a 3rd eye because I know Key Scales is at LEAST a 1/2 hour away if not more. I then ask him if he's got a helicopter. After some conversation he agrees that yes, it will be at least an extra hour for them to go get an F-150 key from a dealership 2 towns away. I agree to wait. At 4:42 Jerry walks into the waiting area (I think on his way to the restroom) and informs me, "They're ALMOST DONE... and, well get you wrapped up in a second." I continue to wait. Remember-they are reprogramming a chip and making one new key. At 5:24: "You're all set, the cashier has your bill..." I walk over and am told my bill is $169.97! I inspect the bill and notice a $13.94 "shop charge." The cashier and I discuss that and she seems to agree that, after waiting 2 hours and 15 or so minutes for 2 keys- perhaps that's a bit much... Jerry comes in an informs the charge is customary and that's nothing he can really do about it. I inform Jerry that I will be writing this review and leave. Exactly 2 and 1/2 hours after arriving at Prestige Ford to have a key made, I left as a very unsatisfied FORMER customer.
Hello, The reason that I am rating this dealership so highly lies solely on the actions of one employee; Patrick. At one point, I was literally kicking... myself for coming to this dealership, as I normally drive out of my way to Mullinax (a hour drive - one way!), but Patrick revealed to me that customer service had not been entirely lost here at Prestige Ford. This manager went out his way to remedy the issues I was having and I left this dealership knowing he did his very best to provide me with the upmost customer service. I have thanked him personally but would like any recognition this review allows to him to be exemplified. Thank you, Kimberly
We are happy you had such a positive experience with us, Kim! Don't hesitate to call us if you ever need anything. Be safe on the road.
Jeff/Service Department sucks. No follow up, no follow through and just plain lazy. Took my SUV in for repairs that were covered under an extended warranty... that I purchased the car from another dealer. Ford takes it. Jeff proceeded to tell me that he had to “fight” with the warranty company to get them to approve the repairs, but would call me when he heard back. Drove my car home and never heard from him again. I called; left messages and still nothing. So, I called the warranty company to see what the hold up was. They said we haven’t heard from Jeff since the day I took my car in; which at this point was a month later. They said all we need is the part number we are replacing and it’s a done deal. I called Mullinax as soon as I got off the phone with them and made an appointment with them that was for today. They had the approval from the warranty before lunch today to fix all 4 issues with my car. It will be done in a week because they had to order one part. I will never ever ever go to or refer Pretige Ford to anyone. Ever. Mullinax Ford has won my business for the rest of forever with anything I or my family needs for our Ford vehicles.
Took my truck in at 10 o’clock in the morning arrived back at 2 o’clock in the afternoon after being called and told it was done in the truck hasn’t even... been touched. Had a 10 o’clock appointment for 2 weeks
Went in for a 10:oo appt. for an oil change. When I arrived was told that they were very busy and didn't when they could get me in. I asked why make an... appt. if it meant nothing. Went to another place without an appt. and got in ammediately. This was the second time I had a problem with Prestige Ford's service department. Will not go back.
AMY TREATED ME REAL NICE AND TOOK CARE OF MY PROBLEM.
I brought my Ford Edge to the garage because the brakes felt different. I was told it needed a power brake booster. I was told there would be no charge... for this part since this part had been failing. That being said, I feel it was totally unacceptable I had to wait for a part to be shipped in to the garage when it should have been ordered and put in stock when the last one was used. I had to wait for almost 8 hours to get my car repaired when it should have taken only about 3-4 hours had the part been in stock. I also feel the garage manager should have provided me with a "loaner" until my car was fixed or paid for a rental car since all of this was not my fault. I would like, however, to recognize Abbey Bennett for all her assistance during this visit. She went beyond her duty to try to resolve the issue for me. You need more employees like her!! She needs to be recognized for her hard work!!
Richard, customer service is one of our top priorities so we are disappointed to hear we failed to provide you with the quality experience you deserve.... Please contact us at (352) 357-5522 at your convenience so that we can understand the details of your situation and attempt to resolve this issue. Thank you for taking the time to give us your honest feedback and we look forward to speaking with you.
Excellent C/S from Robert R. kept me up to date on the staus of the repair and provided a rental car durning the repair time when the repair was completed... he had my vechile ready for me to drive off.
I have a 2002 red T-bird. Joe, at the receiving desk, takes good care of me. I do not know anything about cars and do not want to learn anything about... cars, therefore I come to you for keeping my car running in good shape. I come back because I have confidence in Joe.