Lou Fusz Ford of Highland

Most uncaring, untrustworty, untruthful, and incompetent service department I have ever delt with. Beware, if you are truthful about the service department the manager, Adam, will shun you, for he cannot service department I have ever delt with. Beware, if you are truthful about the service department the manager, Adam, will shun you, for he cannot take criticism. Along with my family, and being loyal customers of this dealership for 20 plus years (prior to Lou Fusz taking over) this has been nothing short of sheer disappointment. Beware of the service department and make sure they are completing what you pay for. Also if they promise they are going to do something at a later date, get it in writing. There are plenty of trustworthy dealers, with competent service departments. I suggest you look past Lou Fusz in Highland for service. Due to the issues and quite frankly, service manager Adam's attitude, family wide we have purchased 4 new or used vehicles from another dealership and currently have had great success.. Those needing vehicle service, Beware of Lou Fusz, Highland. More

Everyone at this dealer has been wonderful! The service department has always been superb! Melissa always seems to go the extra step to give great customer service! The service department has always been superb! Melissa always seems to go the extra step to give great customer service! More

We recently broke down while traveling from Michigan to Florida and stopped in the closest dealership we could find that could accommodate a large motor home. Melissa was very sweet and worked with us to Florida and stopped in the closest dealership we could find that could accommodate a large motor home. Melissa was very sweet and worked with us to get us back on the road the same day and for a lot less than expected. We were at their mercy, and 2 hours and less than $300, we were back on the road. They even let us use a loaner car to get dinner until a tech was available. Will definitely consider stopping for service as needed on our trips through. More

Worst communication of any place I’ve ever dealt with! Dishonest employees! Unethical business. Treat customers horribly! Dishonest employees! Unethical business. Treat customers horribly! More

HORRIBLE SERVICE AND COMMUNICATION! !!!! DO NOT GO HERE!!!!! 8/12/22 When my daughter was traveling cross-country from Utah to Ohio, her Ford Ecosport with only 51K miles broke down in !!!! DO NOT GO HERE!!!!! 8/12/22 When my daughter was traveling cross-country from Utah to Ohio, her Ford Ecosport with only 51K miles broke down in Highland IL. The car was towed to Lou Fusz Ford of Highland where she was informed that the entire engine needed to be replaced-it was under warranty due to faulty parts-- Melissa, one of the employees at this location informed her that everything would be covered by the warranty, including a rental car for the time that it was getting repaired. She was given an estimated time of repair to be 3-5 days. Nearly seven weeks later, on 9/28, her car was finally finished and ready for pickup. She had been told multiple times that she would be reimbursed the nearly $1000 in rental car expenses and was told that her car would be delivered to her. She has these promises saved in a voicemail sent by Melisa. Even as close to three days before she picked up the car, she was still being told it would be delivered, until the day before when they said they could no longer do this. After more than 5 hours of debating over the phone in several different calls and trying to get them to keep their promise, she conceded and drove over 14 hours round trip, costing her an additional $300 in gas expenses, to get her car back. Over the course of the 7 weeks, we had called for updates well over 50 times and left voicemails, and only ever had the phone answered >5 times, and was only ever called with an update returning one of many voicemails once in 7 weeks. The communication and professionalism at this location are unethical. On the day that she picked up her car, she brought receipts from the rental car expenses and was told that Melisa would submit them for reimbursement. Again, we never received a call from them with an update, we had to continue calling everyday for over a week before we were finally able to speak to someone, who notified us that they were denying the claim to reimburse her, as they should have booked the rental car for her. She was never told of this and had been promised for seven weeks that expenses would be fully covered. We have now lost countless hours and over $1300. My insurance company covered over $1000. of the first month of rental fees. The engine broke due to an existing issue from Ford. Ford acknowledged this by covering the replacement under warranty. This dealership COMPLETELY mishandled the entire situation from the time they received the car! They SHOULD have arranged a rental car right away-if that was the only way to reimburse or cover it!!! NOT wait until over 2 months later to say they messed up (on a recorded call with Customer Relations) and should have NOT taken 7 weeks to fix the car! Ford is a Billion dollar company, the engine was faulty--THEY ARE RESPONSIBLE FOR COVERING A RENTAL CAR! This dealership screwed up and should pay the costs since they mishandled the entire process!!!!!! At one point, the Service Manger, Jason actually told me that since we did not buy the car there and were not paying to have it fixed, it was not their responsibility! SERIOUSLY!!!! BAD SERVICE! INEPT COMMUNICATION!!!! More

Worst experience I’ve ever had in over 30 years of dealing with auto dealerships. The sales person was 10/10 5 star and could not have been more friendly or professional. The finance person Brandi was dealing with auto dealerships. The sales person was 10/10 5 star and could not have been more friendly or professional. The finance person Brandi was extremely condescending from the second of our introduction on! Despite us telling her we were securing our own financing through the credit Union we personally bank through, she insisted she handle it and run our credit through her office again. She then attempted to “educate” us on how vehicle financing works. When we resisted again she then called over the sales manager Keith who all but stood over us and rolled his eyes. It was at that point that I said I wasn’t comfortable with how this conversation has turned and politely left! Have your guard up if dealing with this dealership for sure. More

Service was easy to schedule. In addition to the oil change and detail I took the car in for, they found the rear brakes needed replacement along with the fuel filter. They did In addition to the oil change and detail I took the car in for, they found the rear brakes needed replacement along with the fuel filter. They did an excellent job and returned the car to me in a timely manner. I really appreciate them identifying the brake issue. Very good people work at there. More

Definitely recommend this dealership! ! Very pleasant experience to trade in my vehicle. Started on the phone with Scott (Sales Manager), then met with Keith and he took the time to show m ! Very pleasant experience to trade in my vehicle. Started on the phone with Scott (Sales Manager), then met with Keith and he took the time to show me all the great features of the car, and then completed the paperwork with Mike. All the guys were great to deal with!! More

The salesman Tyler Larson and the finance person were both wonderful to deal with. The Ford Edge was clean and full of gas. I would recommend this Dealership to all my friends. There was no hard sell t both wonderful to deal with. The Ford Edge was clean and full of gas. I would recommend this Dealership to all my friends. There was no hard sell tactics, just a small town atmosphere. Which was a good experience after going to St. Louis dealerships. We will use them again. More

Tyler is sales and Mike doing all the paperwork were great to work with. Answered all my questions and treated me with respect. great to work with. Answered all my questions and treated me with respect. More