Briarwood Ford - Service Center

I cannot believe how horrific my experience here was. The week before Christmas, I took my car in for an engine light and rattling sound that had been going on for a few days prior because our service w The week before Christmas, I took my car in for an engine light and rattling sound that had been going on for a few days prior because our service warranty stated to do so (always ALWAYS get the service warranty). I provided the service contract and information, expecting a claim to be filed whether or not there was something wrong. That evening, I was told the check engine light was just the car's computer needing an update. When I inquired about the rattling sound coming from the engine, I had to insist that the car be taken for a test drive (which was flag number one) and explained I had heard it as I drove the car to the dealership that day. The following morning I was told there was nothing wrong and they heard no sound and I paid $165 just to have it looked at. As I turned the car on to leave, I clearly heard the rattling sound. I should have gone back in right then, but instead drove home. Two days later, my partner informs me he couldn't even make it halfway to work because the car was shaking and multiple sensors were going off. We live a couple of miles down the road from Briarwood and the car made it a half mile before breaking down and needing a tow. I contacted the company in charge of my service warranty and discovered that a claim had NOT been filed for the original inspection. The service worker was shocked to see me as I walked in with my towed car and continuously claimed he didn't hear the sound (something he continued to do). It took FIVE weeks for our car to be fixed. The entire engine had to be replaced (a $6,000 fix that the service warranty thankfully covered). At every step of the process, there was a delay or a problem and an excuse. While I understand it was the holidays, there is no excuse for how long it took. We were promised an estimate on a Saturday after the car was towed to the shop on a Thursday and didn't hear anything until we called on Tuesday just to give you an idea of how poor the communication was. Further excuses lead us to contact the salesperson that sold us the car at a different dealership just to help us get Briarwood to do their job. Constantly, my partner and I were told we'd get a call on "x" day, and then we'd hear nothing. When confronted about the situation and how we felt our car should be more of a priority because of the unbelievable oversight by them and this service worker specifically, he condescendingly told me "every car is a priority". We've spent $1,000 on car rentals and have struggled throughout this entire process as this was our only vehicle (which they were entirely aware of), every update the last two weeks was "it should be ready" followed by "we don't have the parts and need to order". After five weeks, we finally picked up our car today and two hours later, drove down the street to the grocery store only to hear a new and concerning rattling sound. This entire ordeal has impacted every part of my and my partner's life from our finances, mental and physical health, and our careers. And we're still dealing with this. I rarely write reviews and imagine this will be taken down at some point, but I will not let this horrible experience go unheard. I truly cannot recommend you go somewhere else enough. The incompetence and unprofessionalism are unmatched. When a fellow dealership warns you to never go back, that says a lot. More

Don't ever go here. I spent 2 weeks at this place for them to find a wire that a rodent chewed on. Which i told them in the begining would most likely be the case since it only had 60k miles on it and wo them to find a wire that a rodent chewed on. Which i told them in the begining would most likely be the case since it only had 60k miles on it and worked fine day before. Didn't hit anything or land any huge bumps get my car checked regularly only service besides this done was them messing with keys cause my daughter set off the anti-theft security system. I'm still making payments on this car. Instead of starting where you know most would think to the main area where electrical things happen they start at my seats.Even after they personally said yes it's probably a rodent. Didn't get my diagnosis of this wire til a week and half later first 2 days didn't mess with i called everyday with 2 day breaks in between to mess with other people's cars. Labor cost 700+ parts 60$ asked them to fix one key that the clicker wasn't registering for didn't happen and they left a oil/Grease smell i have no idea where is in my car so now have to clean the crap out of car cause they were messing with an area didn't have to in first place just to gouge the price of the fix. Oh and They gave me a 5% discount to a veteran. Day after veterans day came to about 20-30$ off. Most places go to and mind you i don't use that vet status very often give at least 10%. Only reason took to a dealership in first place was cause I knew was electrical in nature and didn't know if was my keys again which mechanics can't mess with and had to get it towed there. More

Vehicle brought in for recall service and tires. Workmanship shoddy, hostile service advisor, indifferent service manager, vehicle left outside with window down, advertised tire price match and tire Workmanship shoddy, hostile service advisor, indifferent service manager, vehicle left outside with window down, advertised tire price match and tire rebate not honored, tires not properly balanced, parts missing, vehicle now throws error codes where it didn' going in. Overall terrible service. I've bought two vehicles from this dealership in the past, now I won't spend another dime at this place. More

As a result of the service departments negligence or ineptness we are stranded in North Carolina waiting for an engine replacement. My have to fly home to pick up other car ineptness we are stranded in North Carolina waiting for an engine replacement. My have to fly home to pick up other car More

Had my truck for 27 hours and did nothing to it Had my 350 truck in for service they had it all day and did not touch it I called they said they had to pull one of the guys that was to work on my tr Had my 350 truck in for service they had it all day and did not touch it I called they said they had to pull one of the guys that was to work on my truck so they could work some where else. I'm a senior and a women so I guess I don't count. I call the next day and they told me to come and get it that they couldn't work on it didn't have the people. So that was 27 hours with no truck. Then I ask them to send the car for me HA HA I walk over there I live 2 miles away and it was 37 out and windy. I'm a senior and a women so I guess they were putting the screw to me. I will not go back there and I will tell anyone how they treated me. I will say that the Quick Lane was better Matt and Austin were good to me to bad the service department wasn't. It is not the first time this has happen to me there. But I have learn my lesson. I thought Doctor offices were bad but Briarwood Service SUCKS if I know were to call downtown to complain I would in a heartbeat. More

Electrical problem with F150 We brought our 2014 F150 to Briarwood to diagnose a intermittent but sudden loss of power and a complete failure of the instrumentation cluster. The s We brought our 2014 F150 to Briarwood to diagnose a intermittent but sudden loss of power and a complete failure of the instrumentation cluster. The service department charged us $231 and told us it was an alternator and wanted another $1100 for a new one. It was unbelievable that this was the real problem. When we asked if they ran diagnostics they said they did not but followed the service manual (Since I haven their service manual I know that the first thing they tell you to do is run those diagnostics) In any case, we had the alternate replaced for less elsewhere. This had no effect. I found the service manager rude and unable to have a discussion on a technical level. Although they cost us a lot of money they did not do help us in any way. Our experience with this service department was not only unhelpful but did nothing to help us resolve this serious issue with this truck! More

service i have always had a great experience with andrea kanerva. she is always pleasant and knows about her job. extremely helpful. she is a pleasure i have always had a great experience with andrea kanerva. she is always pleasant and knows about her job. extremely helpful. she is a pleasure to work with. More

Been talked into paying $$$ for unrelated repair I brought my 2005 Ford Focus to check faulted automatic transmission (car jerked when the gears were changing, didn't engage in reverse) but been told I brought my 2005 Ford Focus to check faulted automatic transmission (car jerked when the gears were changing, didn't engage in reverse) but been told that they didn't find anything bad with the transmission but that my problems were caused by the broken motor mound, which the service adviser suggested to replace. Unfortunately I agreed and paid $600 for the repair that didn't fix any of the problems that I had. In less than a week brought the car back with check engine light on and blinking O/D off light. This time been told that my transmission had to be replaced for $4000. Decided not to go with it and ended up paying $600 for nothing. More

Service dept I just had extensive work on my older model Fusion and everything was done expertly and on time. My Service Rep (Ms Kanerva) was outstanding and very I just had extensive work on my older model Fusion and everything was done expertly and on time. My Service Rep (Ms Kanerva) was outstanding and very helpful. More

Good service from all Briarwood Ford employees. I have taken our cars to Briarwood for at least ten years. I have always been satisfied with the service from the write-up people and the mechanics I have taken our cars to Briarwood for at least ten years. I have always been satisfied with the service from the write-up people and the mechanics. The last time I was in Austin Neville took care of my car. I have always been satisfied with the service I have received from the Briarwood employees. More