Gene Messer Ford of Lubbock

A tremendous shout out to Glenn Norris, service advisor, for working hard to get the repairs done and warranty work approved! This is the guy!! I cannot say enough kind words in regards to the service work for working hard to get the repairs done and warranty work approved! This is the guy!! I cannot say enough kind words in regards to the service work and everything he has done. Thank you Glenn and Messer Ford! More

The are very helpful and nice. They really took there time to make sure my car was what I wanted They really took there time to make sure my car was what I wanted More

Everything was fine good sales person he honored all my wishes on how we would communicate wishes on how we would communicate More

Nick Aycock was professional and assisted me with all my needs. Even after the purchase he kept in contact to make sure everything was good to go. needs. Even after the purchase he kept in contact to make sure everything was good to go. More

Morgan, our Sales Rep. was thorough and attentive. Dealership has a great pre-owned inventory with very competitive pricing. We traveled from another state to deal with Gen was thorough and attentive. Dealership has a great pre-owned inventory with very competitive pricing. We traveled from another state to deal with Gene Messer Ford. Our family will definitely consider the out-of-state drive for any auto purchase. Thank you! More

Nice service and good people, they take care me and help with all the problems and easy and fast with all the problems and easy and fast More

They were charging me administrative fees even though I was handling my own TT&L. Who charges fees for something that are not being performed by them. was handling my own TT&L. Who charges fees for something that are not being performed by them. More

Super helpful and accommodating staff. Everyone here is wonderful to work with and they make sure to communicate everything that’s going on with the vehicle as well as explaining a breakdo Everyone here is wonderful to work with and they make sure to communicate everything that’s going on with the vehicle as well as explaining a breakdown of cost. I never feel like i’m being up charged or taken advantage of and everything is always done in a timely manner. More

I've debated on posting a review or not but I think it is important for the public and for management to be aware of their issues. If Gene Messer is not aware it will never get fixed and if the public is not important for the public and for management to be aware of their issues. If Gene Messer is not aware it will never get fixed and if the public is not aware then this could happen to someone else which would be a shame. Unfortunately Gene Messer has lost our future business with the way our entire situation has been handled. Customers beware! Proceed at your own financial risk! In the middle of June we dropped our Ford Explorer off to get it looked at for a potential electrical issue impacting the safe drive sensors and the AC. Upon drop off we were told that they were busy but would more than likely be able to get to it within the next 2 to 3 weeks. We thought that was a long time but we were under the impression from our warranty that we had no other option. To make a very long story short here are the highlights/lowlights of our experience: - We were told initially that it would take 2-3 weeks. It took 3 months. No loaner car was given or even offered until we brought it up 8 weeks into the ordeal. - We were told that warranty would likely cover the issue that was found (two wires rubbing together causing a short due to a wiring harness issue). Warranty did not cover it. Insurance would not cover it either. - We were first told it would be $400 to start, then $1200 (but the person we were working with stated he could speak to his manager and we could do our best and they got it to $800), to then $2,800 because it took their technician a longer time to find the issue than initially anticipated, to then $5,300 because the time it was going to take one person to install and reassemble the new mount and wiring. The final price ended up being around $4,800 at the time we picked it up. - We were told by multiple service advisors and the service manager several times that we would here from them regarding our case on a certain day of the week to only have to call in ourselves the next week or hear from them two to three days after they said they would call. - We were assigned a service advisor for our ticket. Over two weeks went by without communication from the service department. When we called the next week we had found out that the service advisor we had been working with had been let go but we had not be reassigned to anyone else for more than TWO WHOLE WEEKS. We were told verbatim "So that you don't have to call in again and tell anyone new all your details, I can be the one to take over your case." It had been two weeks and no one had thought to call us or even reassign us to someone else at that point. All-in-all the communication was very poor. We unfortunately experienced over promising and massive under delivering. For those wanting a more cost conscious option call around to a few other service mechanics in town before calling Gene Messer. The hourly service rate they charge is $190 an hour. Even though the state average is listed around $146 as per CarMD's website (https://www.carmd.com/vehicle-health-index-introduction/2022-carmd-state-index/). If you bring this fact up the service manager will threaten to increase the hourly rate above $190 per hour as what happened in our case. If anyone has questions about my experience please feel free to respond comment at your leisure. More