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Maxwell Ford
Austin, TX
1,663 Reviews
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October 23, 2016
Great 1st experience at their Service Center- So, the Service Center at Maxwell Ford would've received 5 stars if I hadn't gone through the frustration with their persons whom answer their phones. So, the Service Center at Maxwell Ford would've received 5 stars if I hadn't gone through the frustration with their persons whom answer their phones. So, let's start- 3-4 weeks ago, I called to schedule an oil change. (You don't need to schedule) Their reply, "oh you don't need one (oil change) until 5000 miles". LOL. To which I said, well, How do you know what my mileage is? Then I stated, My car keeps feeling like it was to take off on it's own when I'm in park, like at a red light. The guys reply, "Oh, it's probably nothing". What the? To which I say, "Oh, it's normal for a brand new car to want to take off by itself?" Sarcasm on my part, filled with frustration. I tell him I'll call back after I check my mileage. Last week- I call reference to needing an oil change and noticing on their website, at my login, that I have a re-call. The gentleman agrees to put me on for Saturday Morning, 730 am. As for the re-call, he says it'll take 2-3 days to repair. To which I ask about a loaner vehicle. He says, "oh no, we don't do that". I say, "But it's a brand new car, My very 1st oil change, I shouldn't have to do this". He says, "Well, if the re-call isn't fixed, your car could all of sudden stop, or reduce speed like from 70 mph to 40 or worse 20 mph. : / eeek! Yes, Okay, let's get this done, but I have a job, need a car. NO other vehicle in my household. He says he'll transfer me to new car sales. "They can help" he says. Transferred to silence and no one ever answered. Yesterday, Oct 22, 2016. I drove into Maxwell Ford, expecting an oil change, and knowing I'll have to speak to someone to get the re-call issue addressed. (Throttle replacement). I speak to a young man named Albert- very nice,(Albert tells me my wait will be 2-3 hours) who then sends John Mikolasek to me. I think this gentleman must've certainly come straight out of the 60-70's because he had that kind of respectful friendliness, and a listening ear with absolutely no type of condescending flair nor looks. John is genuinely nice! ( or he's a darn good actor-giggle) He takes my vehicle information for the inspection, and tells me he'll get-Matt, one of their managers. As I wait in the lobby, probably no longer than 15-30 minutes, John tells me that Matt Clegg is now ready to speak to me. What? So he was serious? About getting me help? So, Matt, tells me, "I'll tell you what." or something along those lines. "Let's get the oil change and the throttle issue fixed today". "If you don't mind waiting 2-3 hours, I have a technician just waiting to get started on that sort of an issue". What? Someone pinch me. I asked Matt if I could pinch him, to which, he politely said, "ah... no". I reply, "I just want to make sure that you're real". We joke, talk about football- namely last week's UT win, of which I'd attended. : ) I go back to the waiting area. and it took just 2 hours and about 7 minutes for the job to be done. I started my timer right after I spoke to the 1st guy-Albert- and sorry, I didn't get his last name. He as also extremely pleasant. Oh and let's not leave out, Susan Watt and the exit desk. She was very nice, reminded me of a smiling emoji. : ) When I mentioned that I was going to Formula 1, she said, "oh wait, we have a program for Formula 1 in here, Let me walk out with you and get you one". What the? I thought I was going to wake up in bed and realize that this wonderful TEAM had just been a dream. It wasn't a dream. This TEAM made me say, their coffee was good, I got to watch some football, and deal with absolutely no frustration. (Except the one I drove up with when I thought I was going to get the run around that I'd gotten on the phone before speaking to this group) So, The only reason this review is not 5 stars, is due to their phone service. 4 calls, two said i needed appointment, two said I didn't, 1 said throttle issue would be 2-3 days AND that they couldn't help with a loaner vehicle. AND the 1st one thought he could read my cars mileage over the phone. LOL... Thank God their on sight TEAM does not reflect the phone TEAM. Please repair your phone TEAM. They need help with customer service. Susan, John, Matt Clegg, and Albert- Hats off to ya! Keep up the good work! More
by gmalg3
Employees Worked With
Albert-Unk last name- Hispanic 5'6-5'8" ish, John Mikolasek, Matt Clegg, and Susan Watt
October 18, 2016
Never Again. Don't trust these guys. I used to swear by Maxwell Ford and I refused to buy a vehicle anywhere else but recently, I've had a pretty rude awakening in the form of their servi I used to swear by Maxwell Ford and I refused to buy a vehicle anywhere else but recently, I've had a pretty rude awakening in the form of their service department. We've used their service department before this while our Expedition was still under warranty and each time there were a few issues with things like communication and speed of service, but nothing big enough for me to swear off of them forever. But this last visit takes the cake. So the story starts on a Sunday. Our Expedition starts feeling "weird" and the engine light comes on. My husband and I immediatly make a plan to take it in to be serviced the next day but the car decides it just can't make it that long and stalls out completley by that afternoon. We realize that it's a Sunday and there's nothing really open but we try to make whatever arrangments we can to get the car towed to Maxwell Ford and get a rental. But because just about everything is closed, we can't get much done until the next day. Monday comes and once again we try to sync up with the service department at Maxwell Ford and just like in the past, there's communication issues, lots of "we'll call you back"s and not knowing who is handling what. Finally, on Tuesday, we get the car into the service center and get a rental. First, we find out that we are 500 miles past our warranty so everything will have to be done out of pocket. Then, the guy at the service center tells us that he needs to run a diagnostic on it which will take all night. Then suddenly, a few hours later, he calls us to tell us the diagnostic is done and that our engine is completely fried. He says we are 20,000 miles past needing an oil change which caused sludge to build up in the engine and now we need to get the entire engine replaced, which will cost more than the car is worth. He says that he'll do us a favor though and work to get us a $500 credit for our vehicle that we can put towards getting a new car, granted we get it there. In the meantime, the charge for the "diagnostic" is $260. We believe him, because quite frankly, we're idiots when it comes to cars. We know we can't afford a new car and all of this, including the rental was already taking a huge hit to our wallets. But we go home and start pooling money together, trying to free up whatever we can so we can afford car payments, and then we go back to talk to a car salesman. The salesman was nice enough, was working extra hard to make something work within our price range but then he said a few things that tipped us off that we might be being scammed. So instead of buying a new car, we payed what we owed the service department and had our Expedition towed back to our house. A week from the initial breakdown, we take to car to another mechanic for a second opinion. It takes the guy all of 15 minutes to look at the car and tell us we were ripped off. Yes, there was sludge in the engine and we badly needed an oil change, but the engine was running fine. He put 5 quarts of oil in it to start draining the sludge and cranked it up - and the car ran perfectly. The official diagnosis - We needed an oil change, a new oil filter, a new oil sensor, and a new air filter - all of which would only cost us around $200 parts and labor. THAT'S IT. Apparently, Maxwell Ford is in the business of scamming people who don't know much about cars. They would have gotten our car, been able to make a few minor repairs and sell it for a good $9,000+ as a used car PLUS make an additional $10,000 from us financing a new used car through them. Not to mention the $260 "diagnostic" charge that I'm pretty certain consisted of a mechanic just pulling out the oil dipstick and seeing sludge. Beware of scam artists, especially the ones that hide behind reputable branding. More
by Nizza
Employees Worked With
Freddie
October 13, 2016
No purchase but had great service now and from previous sale Miguel Ochoa was great as usual. Last time we were able to get a vehicle but this time he let me know what I need to do for my current situation. I ap Miguel Ochoa was great as usual. Last time we were able to get a vehicle but this time he let me know what I need to do for my current situation. I appreciate his respect and work ethic he always demonstrates. I will come back and send as many people as possible to him for sure. More
by BENITEZISRAEL95
Employees Worked With
Miguel Ochoa
October 01, 2016
They suck. I found a vehicle online at Maxwell Ford. Called and set up a time to get my current vehicle appraised before test driving the new one. Was convinced I found a vehicle online at Maxwell Ford. Called and set up a time to get my current vehicle appraised before test driving the new one. Was convinced to go ahead and do the test drive. THEN they wouldn't tell me the appraisal amount unless I bought the new one. More
by Isigntalk2
Employees Worked With
Rene
September 28, 2016
Service Department is AWFUL If I could give Maxwell Ford Service Department a ZERO I would!!! I have a brand new Ford Edge sport that has a few things wrong with it. I had to If I could give Maxwell Ford Service Department a ZERO I would!!! I have a brand new Ford Edge sport that has a few things wrong with it. I had to make an appointment online and then after I dropped the vehicle off on the appointment day, it wasn't even looked at! I finally spoke with the service manager who said he "emergency ordered" the parts for my car ( I dropped off my car on Thursday and it wasn't even looked at until MONDAY!! That's WITH AN APPOINTMENT!! ) He said I could pick up the car and bring it back when parts came in. 20 Days later and still no parts. Now he won't even return my phone calls. I called Maxwell Ford to speak with the Head of the service Dept to see if they could help, but unfortunately that's the same person I've been dealing with. The Office Manager was nice and said she'd try to find out what was going on and would have him call me. Now looking for different Ford Dealership that will actually return phone calls since Everything is Under Warranty More
by JanO
Employees Worked With
Service Manager Matt Clagg
September 15, 2016
Service department sucks Worst service I've ever received at a ford dealership. How long does it take them to do a oil change? They told me it'd take three hours tops. Brought Worst service I've ever received at a ford dealership. How long does it take them to do a oil change? They told me it'd take three hours tops. Brought my car in at 12pm on a Wednesday and didn't get it back until 2pm Thursday. I called them several times on the day I brought it in. They told me they'd have my service rep (Hunter) call me back. Never received a call back and they had done zero work on it Wednesday the 6 hours it was there Wednesday. I asked for the service manager the next day when I came back and he was absolutely worthless. Rude and didn't try to help find any information out for the reason of these delays. These fools suck! Don't take your car here for anything. More
by Goodson48
Employees Worked With
Hunter, Isaac, and service manager
August 30, 2016
Great first time experience at a dealership! Ask for Kimble Recently moved to Austin and have always been skeptical of car dealerships. I needed a truck for work and spent about 2 weeks looking at private part Recently moved to Austin and have always been skeptical of car dealerships. I needed a truck for work and spent about 2 weeks looking at private parties and small dealers. I finally decided to download the maxwell app thinking the inventory would be too high priced and the salesmen would be too strong armed. The first truck I saw I thought was too good to be true. I sent in a request and received a response right away from Kimble Hayes. I came in to check it out and I couldn't of asked for a better experience or sales consultant. I recommend Kimble Hayes to any friend or family. THX maxwell 👍👍 More
by MoJo26
Employees Worked With
Kimble Hayes,
August 24, 2016
Jeff is fantastic! He did a great job in finding us the truck we have been looking for at a fair price. I would highly recommend you visit him when looking for your next He did a great job in finding us the truck we have been looking for at a fair price. I would highly recommend you visit him when looking for your next car or truck. More
by Ausash79
Employees Worked With
Jeff
June 29, 2016
"Patience is a virtue I know not of". I don't know who said that but he was probably reading my mind. My new Explorer had a "check engine light" problem. Almost two weeks later, the pr I don't know who said that but he was probably reading my mind. My new Explorer had a "check engine light" problem. Almost two weeks later, the problem was solved. Had it not been for the courtesy and sincerity I received dealing with Mr. Clinton, I wouldn't have been quiet. Thanks a lot Taylor More
by Fordcard
Employees Worked With
Taylor Clinton
June 18, 2016
Excellent customer service Jeff was awesome very knowlegable of the car I wanted to buy and he was very honest with me and not pushy like some dealers I have deal with. will rec Jeff was awesome very knowlegable of the car I wanted to buy and he was very honest with me and not pushy like some dealers I have deal with. will recommend friends to go see him when they need a new car. More
by Pegasus1
Employees Worked With
Jeff
