Russ Milne Ford

After several really poor experiences with the service department and swore I would never go to them again. Well, I was stuck in a position that required I use their service department for a simple key programming. I made an appointment and arrived exactly on time. I was told it would take two hours. After four hours of not hearing fro them I called only to be informed that it had yet to go into the shop. I don't think they have the first inclination of customer service and the process of making a appointment. The service manager must know that this dealer's service department gets terrible ratings, yet he seemingly does nothing to improve it. This will be the last time I ever use their service department.

Because I’ve been going there forever, I’ve bought three new vehicles out of there. I’ve always had exceptional service. The man that runs the body shop which I’ve talked with a few times is exceptional to any body shop manager. They always hire the best. I don’t know why this rating is what it is.

Made a week out detailed SCHEDULED appointment explaining needs of oil change and SENSOR FAULT to be fixed and noted I will wait in lobby. Once there, "Ford service member" says the "APPOINTMENT" only covers "TALKING" to service rep about the sensor BUT not fixing it! What is the point of a week notice scheduled appointment detailed "Sensor Fault" just to "TALK" and NOT FIX. Waste of time, still have sensor fault! I recommend Suburban Ford or Crest Ford, an appointment there gets your issues resolved. This place acts like no one else but themselves have busy lives, forget about the day off from my work, its all about them.

Made a week out detailed SCHEDULED appointment explaining needs of oil change and SENSOR FAULT to be fixed and noted I will wait in lobby. Once there, "Ford service member" says the "APPOINTMENT" only covers "TALKING" to service rep about the sensor BUT not fixing it! What is the point of a week notice scheduled appointment detailed "Sensor Fault" just to "TALK" and NOT FIX. Waste of time, still have sensor fault! I recommend Suburban Ford or Crest Ford, an appointment there gets your issues resolved. This place acts like no one else but themselves have busy lives, forget about the day off from my work, its all about them.

leased a new vehicle May 2024 with infestation of ANTS, when I contacted Russ Milne hall rd, the dealership directly, I was screamed at by Mr. Kramer"you're not going to___ from an ant bite", 2nd time I was told to vacuum them out myself, when I got the car 3 days later than promised, the reading of the miles was 491 miles more what I initially had- 3rd time I contacted Mr. Batko angrily claimed "we did not touch your miles. In communication with corporate said it has to be cancel at Russ Milne hall rd- all they had to do was swap it out with a different vehicle and it cost $0 to do. But Russ Milne Hall rd refuse to help a customer. I have videos.

I know the Ford Transits are in high demand and Ford Motor Co. isn’t offering any incentives/rebates. Russ Milne does not openly disclosed they are selling particular vehicles above MSRP. It is not reflected on their website, nor is there any dealer addendums sticker displayed next to the Maroney sticker. Salesperson Mike Tawil was my point of contact at Russ Milne. I reached out to them regarding a purchase of a particular Transit. Communication was in the form of text messages. Mike sent me information regarding an 2023 Transit along with the Vehicle's invoice, photo and video of said vehicle. Like what I seen on the invoice and decided to visit the dealership the next day. Upon my arrival I informed Mike that I only need to look at it, no test drive due to my experience purchasing these over the years for our company fleet. While viewing the vehicle did Mike surprised me by telling me that “The dealership is selling this for $3000 above MSRP.” I replied “I’m not paying above MSRP”. We both went inside, sat down, and I gave him an offer for cash purchase at the MSRP place and a trade-in. Mike did the standard let me go talk to my managers came back and said no thank you they are not selling it below the $3000 markup. At that point, I reminded Mike that he knew me from his previous dealership and he knows that I purchased on average 3 to 4 cars each year, always cash, always MSRP and a repeated customer. The only reason why I went somewhere else was due to their customer service level greatly dropped. I told Mike I was looking for a new dealer to do business with and I told him that my offer will stay at MSRP cash plus a trade-in and left. About an hour later, Mike called me back stating that the dealership was willing to sell it to me for $2000 above MSRP plus my trade. I declined the offer went to another dealership 45 minutes farther north the next day. Purchased a very similar vehicle but a 2024 paid MSRP plus my trade-in and it was cash. This dealership and salesman lost the opportunity of having a fleet customer.

Took my Ford Edge in for an oil change. The technician who took the car was ok but when I walk into the waiting area everyone else acted as if I was invisible. How do you look someone in the eye and not speak? The oil change didn’t take long but upon reading the repair papers, it stated that they told me about the low brake pad condition and I said that I would wait. Well they didn’t tell me that and I never said I’d wait. I told them that I would change my own air cabin filter. I only stay 6 miles from this dealership but from now on I’ll travel much farther away to another dealer who appreciates my business. Date of service was 1-18-2024

Doug from the service center is great got me in right away and solved a problem another dealership could not and it Sav’s my trip!

Sad way to treat customers! $4,000 over msrp and calling it market adjustment for a super duty truck. My next step is to contact Ford Motor Company.

I had a tough situation and my salesperson Linda was very compassionate and understanding. She worked hard to be able to get me in a new lease vehicle. Very thankful for the great experience I had with her.