Joe Machens Capital City Ford - Service Center

Warranty Claim I've experienced a problem with the leather seats (front and rear) in a 2017 Fusion platinum. Although the mileage is very low (less than 10,000) and I've experienced a problem with the leather seats (front and rear) in a 2017 Fusion platinum. Although the mileage is very low (less than 10,000) and the usage is very gentle (neither my wife nor myself are big people), the leather seats cushions panels are wrinkled. The leather has been wrinkled from the day the vehicle was delivered. John Desmond (Service Manager) has worked diligently to get this situation corrected. Initially, after asking Ford Motor Co. (FMC) to replace the seat panels under warranty, he received a corporate reply denying the claim, but suggesting that there MAY be a more "conservative: approach to resolve the problem. Taking the initiative, John arranged for all four of the existing leather seat panels to be "re-stretched" at a local upholstery shop. The "fix" worked briefly, but now two of the seat panels (left front, right rear) are again wrinkled. John has, once again, asked FMC to approve and provide new leather seat panels under warranty. FMC has refused, claiming, this time, that wrinkled leather seats are "normal" and therefore not covered by warranty. REALLY? I have never ever experienced a problem like this on any other vehicle that I've owned. Have you? Have you ever owned a vehicle with leather seats before? Did they wrinkle? I didn't think so. The Machens dealership is fortunate to have an employee like John Desmond. I truly appreciate people like John trying to do the right thing, but am sorely disappointed in FMC's bogus position on a less than quality product. More

Great customer care. As always I was greeted quickly with a smile. Courtesy in answering questions about time, a tire concern etc were thoroughly handled in a timely and e As always I was greeted quickly with a smile. Courtesy in answering questions about time, a tire concern etc were thoroughly handled in a timely and efficient manner. More

Excellent customer service I would recommend Joe Machens service department to my friends and family any day of the week. Wonderful customer service, the ladies in the cashier's I would recommend Joe Machens service department to my friends and family any day of the week. Wonderful customer service, the ladies in the cashier's office are great and they do exceptional work on my vehicle. More

Good experience Went for oil change, always friendly and efficient and helpful with questions and suggestions and very informative and helpful with info about the air Went for oil change, always friendly and efficient and helpful with questions and suggestions and very informative and helpful with info about the airbag recall More

Happy fix As a new customer was very pleased with personnel who made an appointment for my needed repair, diagnosed the problem, repaired the problem, while I As a new customer was very pleased with personnel who made an appointment for my needed repair, diagnosed the problem, repaired the problem, while I waited in a very accommodating room with amenities beyond expectations and offer of shuttle if needed. Definitely friendly, courteous, reliable service. Will be a loyal customer. More

Service Had car in for inspection and AC service. Work was done quickly and everyone was very friendly. Nice waiting are. It was very clean and comfortable. Had car in for inspection and AC service. Work was done quickly and everyone was very friendly. Nice waiting are. It was very clean and comfortable. More

Oil change The service was done quickly. Staff was very friendly and professional. Wait time was done being very comfortable in the lounge area. Will definite The service was done quickly. Staff was very friendly and professional. Wait time was done being very comfortable in the lounge area. Will definitely be a return customer. More

Always a great experience They always put the customer first. Never had a bad experience! I will continue getting my escape serviced there because of the staff and quality work They always put the customer first. Never had a bad experience! I will continue getting my escape serviced there because of the staff and quality work they do! More

Happy customer My Ford Edge has the Stnc system in it. The computer went bad, so I had no radio, a/c controls, etc. I have been pretty spoiled with the feature so My Ford Edge has the Stnc system in it. The computer went bad, so I had no radio, a/c controls, etc. I have been pretty spoiled with the feature so went to have it checked. They determined that it needed to be replaced and contacted the warranty company to ensure that it was covered. My only complaint was that the phone number they had on file was my home number, so scheduling the repair once the part was in was a little frustrating. Once they got the car back in, the repair they was done in a timely manner and they were very kind when I continued to ask questions. More

Honest, strong service dept. Enjoyable service staff. Very open and honest. Timely service and keep me updated. Prices always high but not sure different elsewhere. I come for th Enjoyable service staff. Very open and honest. Timely service and keep me updated. Prices always high but not sure different elsewhere. I come for the service and quality of maintenance done on our car. More