Mullinax Ford of New Smyrna Beach - Service Center

Consistently poor service We grew up with Ford as our fathers were Ford employees. We are a Ford family, purchasing our first vehicle in 1979. In all that time Mullinax Ford ha We grew up with Ford as our fathers were Ford employees. We are a Ford family, purchasing our first vehicle in 1979. In all that time Mullinax Ford has been our worst encounter with a Ford dealership, specifically their service department. Service lacks consistency and we are extremely disappointed in their level of service. Promises have been made but actions do not follow through. From now on we will go to your competitor Yeoman Ford. Our first experience with them was much more positive than our experiences with your dealership. Maybe you should listen to what your customers are saying rather than blow them off. Chris, hard to call you when your note below doesn’t have an actual number More

Not able to repair my car 2015-2016: Ongoing transmission problems, a few hundred $ in reprogramming without results. After Google research I found an easy Reset procedure for 2015-2016: Ongoing transmission problems, a few hundred $ in reprogramming without results. After Google research I found an easy Reset procedure for the transmission control module and now the car shifts 100% better. I told this to the Service Adviser and they had no idea about this ?? 2017: I just had the car in for repair. Noise at LH front when making turn and the street is uneven, paid $ 280+ and still makes the same noise. I have Ford Pass on my Android, and when I check "My Service History" it does not list any repairs but "Scheduled Service" !!? instead of the repairs done - or even say's unknown. I am giving up. More

Extremely long wait Mar. 20, 2017, I thought I had an appointment at 9:45AM (made on-line day before), only to be told they don't make appointments at the quick lane. How Mar. 20, 2017, I thought I had an appointment at 9:45AM (made on-line day before), only to be told they don't make appointments at the quick lane. However, I was told they could get my vehicle in for service in about an hour. After waiting for 1 hour and 15 minutes, I was told I would be next in line. After another hour, my vehicle was ready. When asking about the time-line, I was basically "dismissed" with a sorry it took so long. I feel after the first hour, common courtesy would have been to advise me it was going to be a little longer instead of letting me sit wondering what was going on. I also had to "ask" for my online rebate which should have been offered upon paying my bill. Not impressed. More

Dishonest and poor service in the not 'Quick Lane' ! Required service items were not necessary and the techs recommend service that had already been complete and poor service in the not 'Quick Lane' ! Required service items were not necessary and the techs recommend service that had already been completed. More

We dropped the ball While vacationing in Daytona from Michigan we experienced some noise in the front end of the Mercury mountaineer that seemed to be getting worse. We t While vacationing in Daytona from Michigan we experienced some noise in the front end of the Mercury mountaineer that seemed to be getting worse. We took the vehicle into "Hugarts" auto Diagnostic on Nova Rd. The mechanic ASE certified mechanic test drove it with me, and pointed out the noise, and I asked is that the wheel hub (since I had one side replaced only) His response was no, that is in the AWD trans, and I believe it is your pinion Bearing. Hugarts indicated it would be a long period to get the part and because of Ford warranty they would have to be a third party reimbursement. We had to be in Orlando for the second leg of our vacation in two days and Hugarts would be greater than a week and a half. we elected to go directly to Ford dealership, Mullinex. We told the service dept. that we had the wheel hub replaced previously, and that Hugarts had diagnosed the Pinion. Mullinex called some day's later indicating the vehicle was repaired at greater that the estimate law requires to get prior authorization of any work exceeding $100. We only heard from them after they perform the work. Upon picking the vehicle up we found they had repaired the wheel hub and paid the $500 plus bill, drove from the service door to the end of the lot to find the brake wen't to the floor. Understand this was not the way the vehicle was delivered, and all brake work was performed at Delaney Ford, new calipers all around, pads, rotors the works. The service manager took the vehicle back, and apologized. We got a call some two days later indicating the master cylinder had been replaced . Due to lines being drain and failing to refile the reservoir. We proceeded to get on the freeway only to find the same initial problem had not been repaired. we got off the nearest exit to a Ford dealership in Titusville. Norris Ford mechanic test drove it, returned to state you didn't need a wheel hub that is your Trans Bearings. Wow, the very thing that Hugarts diagnosed and told to Mulinex Ford. The Titusville dealership was backed up and we would not get the vehicle for 7-10 days. We complained to Mulinex Ford who offered us the part repair refund. I explained you have ruined our vacation we are by this time extended over a week and counting, paying additional lodging, food , gas etc, and medical, plus our dogs were being kenneled and had a house setter to pay for additional day's. This was all too stressful. They refused to make it right. I called the owner of both Mullinax Ford and left message only to speak yet again with the service manager who indicated we have done all we will do. This lead me to Florida Agriculture Dept, where I find they "Mulline" had violated the statute for vehicle repair. I then hired an attorney KEL Law office, and contacted Ford Motor. I would warn anyone of having their vehicle repaired here, also when checking BBB website they have a A+ rating but that is because the pay complainants off and or refuse to answer BBB about complaints, and BB standard is veritable upon number of complaints versus non-complaints they receive. They are not accredited by BBB and the complaints with BBB are the same nature as my very complaint...Failed services. Shame that this Dealership won't perform at the professional level required under ASE, and State standards, and won't do right by the customer willingly, and take advantage of out of state travelers. We could not relax, and enjoy our vacation and go to disney, Universal as planned, with the possibility of large repair hanging over our head because the right repair was never done correctly, plus I am terminally ill and require medications that were now in Michigan because I was suppose to of been home by a week ago, so indeed up in emergency room Florida Orlando hospital. SHAME More

Quote: "its in your hands now"! Approx July/2014 noticed front tires cupping badly on my 2014 F-150, that was new on 4/27/14. truck had 8000 miles. Truck does no towing and hauls max Approx July/2014 noticed front tires cupping badly on my 2014 F-150, that was new on 4/27/14. truck had 8000 miles. Truck does no towing and hauls max 700 lbs payload, usually much less. Brought i fo service, tire rotation. Lube bay SAID they rotated tires which they did not. Went directly to service, they varified tires were not rotated. They rotated tires and checked front alignment which tech said it was slightly out. At 11,000 mil;es tires were still cupping on front, I had the opportunity to but new, better tires offa 2014 F-150 that the owner upgraded. These tires had 3000 miles on them still on factory wheels. Basically new. These tires are cupping also on front. the new tires have 9000 miles on them. Took to Mullinax today for service, tire rotation and front end check. Was told front end was fine. I replied how can it be, you can see how the tires are wearing. Mark acknowledged the tire wear, said "i don't understand it, you don't tow, you don't overload it. Gave me Ford motor Co. number and said "there's no more I can do, call Ford, it's now in your hands. Another dealer asked my why didn't mullinax take pics of the tires and send to Ford as obviously something is wrong with truck? So the only conclusion I can gather is once Mullinax sells you the vehicle "you'r on your own". I can't believe this is how a customer is treated!!! Admit something is wrong with a new vehicle and look you in the eye and say "it's in your hands now"!! More

Terrible Service Department I purchased a Certified Pre-Owned 2013 Ford Focus SE in May 2014. Recently, February 2015 my A/C stopped blowing cold. So I did the basic troubleshoot I purchased a Certified Pre-Owned 2013 Ford Focus SE in May 2014. Recently, February 2015 my A/C stopped blowing cold. So I did the basic troubleshooting (fuses) and one of them one popped for the A/C Compressor. I replaced it with a new one and it popped again so that meant there was a short in the wiring somewhere. So thinking my car is Certified Pre-Owned, I figured it would be covered since the A/C Compressor is something that's covered under warranty. I was sitting in the lounge waiting while my car was being "serviced". I have an associate by the name of Brittany walk up and immediately say, "We have a problem." Which I don't believe is a good way to start a conversation with a customer. She continued to say, "Unfortunately, what is wrong with your car is not covered under warranty. It seems like something has come up and hit the connector on the A/C Compressor and broke it." I questioned how something could bounce up and hit the connector when it's protected by the engine cover that's mounted under the engine of the car. She immediately said, after storming off in a rude manner, "Let me go get my service manager." He comes over and basically states what she told me and seemed like he wasn't open for further discussion regarding getting the issue resolved. He also began to tell me that someone other than his shop has worked on the car & that the damages could have been caused by that work that was done, and I said only myself since I do my own oil changes. He basically insinuated that I caused the damages even though performing an oil change on this car takes place on the other side of the car. He continued to have the dimeanor that he wasn't going to help me. He continued by telling me the repairs would cost approximately $800, for a broken connector. Before this visit I was considering purchasing my next vehicle from this dealership because of the excellent customer service I received from Bipen who sold me the car, I also have a friend who was going to consider financing a vehicle through this dealership. But unfortunately, after witnessing the service departments customer service we felt as if they came off in a rude and offensive manner & after today we would not recommend this dealership for service or any other business. I do not feel as if that is fair for my new salesman Jack T. for losing two potential sales due to the lack of customer service from Brittany & Chris. I will add that Bipen was able to help calm down the situation by giving me solutions as to what next steps I should follow to get my car serviced under warranty. I also gave Jack T. a call shortly after, to follow up with the service. He was disappointed in the customer service given to me by the service department, he told me that he will get in touch with his manager and would give me a call back with a solution. I gladly appreciate that Bipen & Jack were able to defuse the situation, & hear me out. Especially to have them both agree with me that the service department should've either repaired the issue or gave me another option to replace the compressor. In the end, it seems like the customer service is there when you're there to give them your money. But customer service seems to dwindle when you are there hoping they'll help you repair your car with their money. More