Fowler Ford - Service Center

My husband and I had a truly awful experience today with My husband and I had a truly awful experience today with the service manager, Leland Hollis, at Fowler Ford. My husband's 2018 Ford Fusion died and My husband and I had a truly awful experience today with the service manager, Leland Hollis, at Fowler Ford. My husband's 2018 Ford Fusion died and our mechanic said it needed a new engine block and showed us a bulletin (Technical Service Bulletin number 19-2346) produced by Ford saying this is a known issue for this model. However, there is no recall and our car has 67,000 miles on it and the power train expired at 60,000 miles. After Ford customer service was unable to help us, we reached out to Ford corporate who said we needed to have this verified by a mechanic at a Ford dealership so we had it towed to Fowler. The service manager at Fowler verified it needed a new engine block. When the service manager found out we had reached out to Ford corporate, he became angry, telling us among other things 1) if Ford decides to fix our car it comes out of his pocket, 2) it's our fault we have a dead 2 year old car because we bought it used (from a Ford dealership last year) 3) cars are disposable and Ford fulfilled their promise to us because the car ran fine until the warranty ran out. (This was over the course of 2 phone calls and a visit from my husband). He then accused my husband of trying to get him to lie to Ford about the mileage! I don't even know how you would do that. We have been completely up front with Ford about the car having 67,000 miles. He then refused to work on the car at all and said he would have it towed to another dealership. We now have a 2 year old car with a dead engine, likely a huge repair bill, and owe 12k on the loan. This man treated us HORRIBLY and showed absolutely no sympathy for our situation. He even said to me on the phone that people need to quit griping about this issue because it doesn't even happen that much and the pending lawsuits online are bull. I said I don't care, no one should have to replace an engine in a 2 year old car! I truly have never experienced such terrible treatment from a business. I was shocked at the way he spoke to us. When my husband demanded to speak with this man's supervisor, he refused, then said he didn't have a supervisor, then said the Ford company was his supervisor, and then left and came back saying his supervisor was gone for the day. At that point, he proceeded to threaten to call the police on my husband. My husband asked why he would do that, and he said my husband was threatening him. My husband asked how he was threatening him, and he responded that my husband had "angry eyes." I imagine at this point he probably did look angry, but that's not a reason to call the police. On top of the shock of being told a 2018 model car needs an new engine, which I assume will be a very expensive repair, this man was completely unprofessional and condescending towards us. I sent an email to Fowler Ford about this and got a phone call today that was basically just a "sorry". I don't think that quite covers treatment we both received from this man. He accused us of being liars and threatened my husband. All we needed from him was a confirmation and an estimate. I don't understand why he reacted the way he did. His opinion about our situation was not necessary. Interesting, the majority of the bad reviews I have seen seem to be related to the service department. Some training on customer service would go a long way!! More

Super friendly and professional. They quickly completed the repair as soon as the fault was isolated and the issue identified. Will definitely continue to take my vehicle here! the repair as soon as the fault was isolated and the issue identified. Will definitely continue to take my vehicle here! More

Good people to do business with. They are courteous and don't waste your time. -- Requiring 25 words discourages compliance. Comments should be an optional item. don't waste your time. -- Requiring 25 words discourages compliance. Comments should be an optional item. More

Good service, great communication I took my car in for a recall. They were very good about communication throughout my visit and I really appreciate that. Very helpful and polite as w I took my car in for a recall. They were very good about communication throughout my visit and I really appreciate that. Very helpful and polite as well. More

Performed the Quicklane oil/filter service. Rechecked oil leak on oil pan and determined replacement was required. Parts ordered. I also had a new battery installed due to the original was nearing 5 yrs old. leak on oil pan and determined replacement was required. Parts ordered. I also had a new battery installed due to the original was nearing 5 yrs old. More